Reviews often praise Big Green Smile for its range of eco-friendly products, informative product pages, and easy-to-use navigation. Many customers mention careful packaging and, in many cases, on-time delivery. A sizable group reports late or missing orders along with customer service that does not respond. A smaller set describes quick help from staff, with refunds or vouchers after issues.
Examples from available reviews (May 2017 – Mar 2026).
Order never arrived and emails received no replies, very frustrating.
“Nothing delivered and no replies to emails.”
Product arrived a month late and broken; replacement response inadequate.
“Product delivered a month late and broken.”
Products are great and ethically made, highly recommended.
“Great products. Ethical. Highly recommend.”
Fast delivery, well packed and great products.
“Fast delivery . Well packed. great products. Thank you”
Most service complaints focus on long dispatch delays and orders that never arrived. Several reviewers also describe issues being put right, including apologies, refunds, and direct support from staff. Positive service feedback appears, but far less often than reports of service failures.
Multiple reviews point to good prices and value on natural and refill-size products, including repeat buys. A few mention frustration when regularly purchased items were unavailable or discontinued. Mentions of savings and offers come up more often than complaints about cost.
Customers often describe a clear site layout and search that helped them find what they needed. Many highlight the broad eco product range and thorough ingredient details on product pages. Reviewers mention few usability issues.
Most product feedback highlights ethical sourcing, pleasant scent, and packaging that prevents leaks. A small number report damaged items or products that arrived unusable. These problems show up less than the positive product comments, but stand out when they happen.
The most common negative theme is no response to emails and support tickets about late or missing orders. Some reviewers mention proactive delivery updates and helpful progress messages, but these appear less often. Overall, communication breakdowns dominate the dataset.
Reviews split clearly between customers who praise the product range, packaging, and site ease, and those who describe serious fulfilment problems and failed contact. Positive purchases and loyal repeat buying sit alongside an ongoing run of unresolved order complaints. The contrast points to wide differences in customer outcomes.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (13) · Reviews (1) · Quotes shortened · As of: March 2026
Order never arrived and emails received no replies, very frustrating.
“Nothing delivered and no replies to emails.”
Delivery problems and no replies to emails or communication.
“No reply to emails. No communication.”
Order not dispatched and customer service unresponsive, causing frustration.
“Very poor service, its now been 9 days since I placed my order and I have no idea what is going on and no contact from them.”
Order delayed weeks and multiple emails received no reply from customer service.
“shocking customer service of BGS - or lack thereof!”
Order delayed; they replied late and a key item is now out of stock.
“not even an update on expected dispatch date.”
Order arrived promptly and good value, though company responded slowly.
“Order arrived promptly. Great value.”
Multiple missed deliveries and no responses to emails caused severe concern.
“No phone number to contact and no response to emails.”
Order delayed over two weeks with no response despite multiple emails.
“Still waiting for a response - ordered over two weeks ago nearly three weeks”
Order not received and customer service failed to respond for weeks.
“Scam, not received order and absolutely no responses”
No order received and no reply for over a month.
“No order and no reply for over 1 months.”
Long-term customer praises company efficiency and defends recent negatives.
“Very efficient and professional.”
Order placed on 31 December with no replies; reviewer demands contact.
“Terrible service!”
Order outstanding over two months with no response or refund issued.
“I placed an order over two months ago and still haven’t received anything.”
Order placed 29 December not dispatched and customer service unresponsive.
“This company is having serious problems fulfilling orders.”
Order from 28 December not received and customer service unresponsive.
“Their customer service is horrific.”
Waiting over three weeks for an apparently in-stock order with only automated replies.
“I have now been waiting for over 3 weeks for an order that apparently was all in stock.”
After initial problems, company apologised, refunded and improved service.
“they have now apologised, explained what happened and refunded”
Product arrived a month late and broken; replacement response inadequate.
“Product delivered a month late and broken.”
Order not delivered and customer service unresponsive to ticket enquiries.
“Order not delivered and no news”
Customer service helped promptly, chased delivery and sent voucher.
“I was helped by Kay, who responded promptly to all my messages”
Order placed before Christmas not received, reviewer is annoyed and urges resolution.
“Big green upset and dissapointment i have made an order well before Christmas haven't received an order”
Company quick to take payment but slow to deliver with poor customer service.
“Quick to take the money, slow to deliver and shocking customer services”
Paid £43 nineteen days ago and has received nothing; emails ignored.
“I spent £43 & this was 19 days ago, received nothing !!! Emails ignored.”
Customer service non-existent despite multiple contacts; promises on social ignored.
“customer service is non-existent.”
Some paid items not sent; company unresponsive to emails and calls.
“Daarna totaal geen contact meer mogelijk met Big Green Smile.”
Products are great and ethically made, highly recommended.
“Great products. Ethical. Highly recommend.”
Quick delivery and excellent products, disappointed discontinued concentrated bottles.
“All great - quick delivery and excellent products.”
Reviewer says product is very good and good price.
“Very good and good priz”
Order delivered on time, left safely and was easy to order.
“Delivered on time.”
Reviewer experienced excellent customer service from the company.
“Excellent customer service”
They provided great contact about delivery progress.
“Great contact re delivery progress!”
Company curates ethical products and provides full ingredient write-ups.
“does the ethical shopping for you”
Offers natural products, environmentally kind, with good savings on offers.
“Can't recommend enough.”
Long-term customer reports no issues; items packaged with care.
“Everything is extremely well packaged with care.”
Items were well packed, preventing any spillages.
“Items well packed so no spillages”
Wide selection of eco products, freebies to try, reliable ordering and delivery.
“Lots of great eco products under one roof”
Fast delivery, well packed and great products.
“Fast delivery . Well packed. great products. Thank you”
Some regularly purchased items were not available.
“Some items I usually purchase from you, weren’t available”
Products were fine but delivery was very slow and instructions ignored.
“The courier (DHL) only received my order on Friday!”
Everything arrived as expected with no need to contact customer service.
“Everything arrived as expected.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Big Green Smile is an online retailer focused on natural and eco-friendly household and personal care products. It lists brands across areas such as cleaning, laundry, skincare, and haircare. Product pages show ingredient details and, where available, size options. Customers order online and select delivery options to UK addresses. Search and account tools support finding items and reordering.