Crabtree & Evelyn LTD. (Headquarters)

The methylisothiazolinone in the lotion has been causing rashes on my hands.Contacted the store and customer service and was asked to return the product which is concerning because there as no indication that the company was going to take action to address the issue in the product itself.Desired SettlementFull refund and $150 compensation for medicines to address the rashes.Business Response On February 12, 2015 the Director of Specialty Market Sales & CRM at Crabtree & [redacted] sent an email to Ms. [redacted] requesting that she contact him. At this time there has been no response from Ms. [redacted]. If she would like to resolve this matter, please have her contact [redacted] at [redacted] or at XXX-XXX-XXXX ext. [redacted] Thank you.

Order was incorrect and I was forced to return and pay shipping for their error. I even sent them a copy of my return shipment payment.On 9/21/2013 I ordered a bottle of West Indian Lime after shave balm and cologne at a value of $77.00. The company sent me a bottle of Nomad after shave and a tube of hair/body product, which was valued at $54.00 per website. They refused to send ordered product until I returned incorrect items at my cost of $8.75. Afterward they told me they would refund my card (not yet) for $77.00 and I was stuck with the shipping based on their error. I asked for a substitute item and gave them my choices - Sienna or Sandlewood cologne and after shave. They told me I would have to do another order and pay additional shipping.Desired SettlementRefund of $8.75 for returning the incorrect products and a bottle of Sienna cologne and after shave, and/or a bottle of Sandalwood cologne and after shave, and/or the shipping of my original order. I would be happy to send you my original order request and a copy of what they sent me.Business Response This issue arose due to a misunderstanding. Our Customer Service Dept. called Mr. [redacted] on or about Oct. 17 and straightened everything out. We agreed that he could keep the items sent in error and that we would send him the items he requested, at no cost to him. We believe Mr. [redacted] is satisfied with this resolution.

I placed an order on crabtree-evelyn.com on [redacted] Now a month later, I still haven't received the products I ordered.I placed an order on crabtree-evelyn.com on [redacted] C&E sent me an email confirmation saying that the order was shipped on [redacted] I tracked my package on UPS.com on [redacted] and found out that my package was "delivered." However, neither my husband nor I (no one else lives with us) signed for or received the package. I was confused so I emailed C&E about this, but I never got a response from the company. Now a month later, I still haven't gotten my package/products that I ordered.Desired SettlementA month after placing my order, I no longer need the products that I ordered. I demand a full refund that I paid for the products which I never received.Business Response A Crabtree & Evelyn Customer Service Representative contacted Ms. [redacted] on [redacted] and resolved this matter. On [redacted] Ms. [redacted] made an on-line purchase of Crabtree & Evelyn products. The order was shipped by Federal Express on [redacted] and while the tracking information states the package was delivered on [redacted] it was not received by Ms. [redacted]. Ms. [redacted] stated that she no longer needed the products and requested a refund. Crabtree & Evelyn has issued a credit in the full amount to the credit card Ms. [redacted] used to place the order. Ms. [redacted] was satisfied with this resolution.

I placed an order on crabtree-evelyn.com on [redacted] Now a month later, I still haven't received the products I ordered.I placed an order on crabtree-evelyn.com on [redacted] C&E sent me an email confirmation saying that the order was shipped on [redacted] I tracked my package on UPS.com on [redacted] and found out that my package was "delivered." However, neither my husband nor I (no one else lives with us) signed for or received the package. I was confused so I emailed C&E about this, but I never got a response from the company. Now a month later, I still haven't gotten my package/products that I ordered.Desired SettlementA month after placing my order, I no longer need the products that I ordered. I demand a full refund that I paid for the products which I never received.Business Response A Crabtree & Evelyn Customer Service Representative contacted Ms. [redacted] on [redacted] and resolved this matter. On [redacted] Ms. [redacted] made an on-line purchase of Crabtree & Evelyn products. The order was shipped by Federal Express on [redacted] and while the tracking information states the package was delivered on [redacted] it was not received by Ms. [redacted]. Ms. [redacted] stated that she no longer needed the products and requested a refund. Crabtree & Evelyn has issued a credit in the full amount to the credit card Ms. [redacted] used to place the order. Ms. [redacted] was satisfied with this resolution.

My order has not been processed after the payment was fully made. I sent several inquiry e-mails, but nobody was there to help out my case.I placed my order of 2ea. Iris Body Lotions on-line through crabtree-evelyn.com on May 21,2014. - Name of Product: Iris Body Lotions- Qnt: 2 - Date of purchase: Mat 21, 2014 - Amount of payment: 23.03USD including tax, handling fee and deliver cost - Payment method: PayPal - Place of purchase: Crabtree & Evelyn official website(crabtree-evelyn.com) This has not since appeared in the Order History of the website for days already after the $23.03 payment was made on May 21 through PayPal. I sent them e-mail a several times through the "Contact us" linked on the bottom of the website. However, I was never helped. Nobody has responded to my inquiry asking why my order is not given an order number and does not get processed. I am currently staying abroad and unable to make a phone call during their working hours, and I explained this and requested to reply me via e-mail in every e-mail that I wrote. Still, nobody responded. I have no idea whether I will recieve my order or my monies will ever be returned.Desired SettlementI want Crabtree & Evelyin to process my order, send me an e-mail notifying the status and ship the products as soon as possible.Business Response Miss [redacted] placed an order on May 21, 2014. The order did not process through Crabtree's system, but unfortunately charged her PayPal account. Crabtree & Evelyn's corporate offices were closed in observance of the Memorial Day holiday weekend from May 23 to May 26. This included our Customer Service Department. Miss [redacted] was promptly contacted by a Customer Service Representative on May 27. At Miss [redacted]'s request, Crabtree contacted PayPal and the $22.03 charge was removed from her account. We believe Miss [redacted] is satisfied with this resolution.

The methylisothiazolinone in the lotion has been causing rashes on my hands.Contacted the store and customer service and was asked to return the product which is concerning because there as no indication that the company was going to take action to address the issue in the product itself.Desired SettlementFull refund and $150 compensation for medicines to address the rashes.Business Response On February 12, 2015 the Director of Specialty Market Sales & CRM at Crabtree & [redacted] sent an email to Ms. [redacted] requesting that she contact him. At this time there has been no response from Ms. [redacted]. If she would like to resolve this matter, please have her contact [redacted] at [redacted] or at XXX-XXX-XXXX ext. [redacted] Thank you.

Complaint4 out of 9 hand creams I purchased from this website are produced on [redacted] which means they are over 3 years old. I purchased 9 hand creams from Crabtree & Evelyn website on [redacted] (Customer Id: XXXXXXX, C&E order No: XXXXXXX, Order Id: XXXXXXXX). Out of those 9 hand creams, 4 are the named Lavender Age Defying Hand Remedy (Product #XXXX**). My account of Crabtree & Evelyn is [redacted] and I used discover card for my payment (total amount without tax: [redacted] amount for the 4 lavender hand creams without tax: [redacted]I received the package on [redacted] and started to use the Lavender hand cream. As soon as I opened the cap of the cream, a rice-water like liquid came out from the tube, which was really gross. Although after I squeezed away the first funny part the cream coming out later on was not that watery, the texture of this cream is not as good as what I have purchased before. In addition, I have compared those lavender hand creams with the other ones that came in the same order and found that they indeed had different texture (the others are much more solid and creamy than the lavender ones).I have never experienced this before. Since the hand cream is directly applied to my skin, I don't want to take the risk to use something that looks skeptical. So I went to check the producing date of those lavender creams. Surprisingly, according to the code on the bottom of the package [redacted] all four lavender hand creams have the same code), it revealed that those lavender creams were produced on [redacted] That is more than THREE years ago! (Website used to check the date of production:[redacted]Generally, most cosmetic or skincare products stay fresh for three years. After three years, they may no longer be stable. I also did some searches on google. In one article online [redacted], it states that the hand cream may stay ideal for two years if preserved appropriately but may go bad afterwards.I am very angry that Crabtree & Evelyn sent me products that are over three years old. What really made me feel sick is that all 4 lavender hand creams I received are made on [redacted] which suggests that it is not a simple mistake. So, does that mean that the Crabtree & Evelyn Company is intentionally selling customers the products that are expired or not fresh? Think about the customers that may use these hand creams. Those customers may include a mom who touches her kid with her hands at home, a nurse who touches patients in the hospital, or a chef who cooks in your favorite restaurant. I can't believe that a company like Crabtree & Evelyn which I thought is reliable did things like this!I would like a full refund for the four Lavender hand creams that I have purchased. In addition, I strongly suggest that the Crabtree & Evelyn Company stops selling these "old" stocks.Desired SettlementI would like a full refund for the four Lavender hand creams that I have purchased. In addition, I strongly suggest that the Crabtree & Evelyn Company stops selling these "old" stocks.Business Response A Crabtree & Evelyn Customer Service Representative contacted [redacted] on [redacted] 2014 by email and resolved this matter. [redacted] received a full refund [redacted] for the four Lavender hand creams. This amount will be issued to the credit card used when the customer originally placed the order.

The formula for Nantucket Briar was changed without notification to consumer or listed on the product itself. I have a backstock of Nantucket Briar consisting of 2 colognes, 3 large body lotions and 2 dusting powders. The formula for the fragrance was changed without notification to the consumer or listed on the product. C&E is offering store credit for the items purchased on line but some of the products were purchased in their stores. My point is that it is their product regardless and making a change to the formula without consumer awareness and it does not matter where it was purchased, store or on line. This has been my fragrance for 25 years. When I purchase a product I expect it to be the same every time or a have a label identifying the change i.e., New and Improved, etc. I want a refund and not a partial credit offered because there are no other products I am interested for an exchange. Not to mention that I was supposed to get a call back with the offer and did not until I called them back 3 days later.Desired Settlement2 colognes @ $40 each $ 803 body lotions @ $28 each $ 842 dusting powder @ $22 each $ 44TOTAL $208Business Response A Crabtree & Evelyn Customer Service Representative contacted Ms. [redacted] on September 10, 2014 and resolved this matter. Ms. [redacted] stated that she purchased some Nantucket Briar products from our website and some from a Crabtree & Evelyn outlet store. She stated that she is unhappy with the product fragrance and would like a full refund. We agreed to arrange for return of the products at our cost. Once the products are received, we will issue a check to Ms. [redacted] for a full refund (approximately $212.00). This process will take approximately two to three weeks. Ms. [redacted] was satisfied with this resolution.

My order has not been processed after the payment was fully made. I sent several inquiry e-mails, but nobody was there to help out my case.I placed my order of 2ea. Iris Body Lotions on-line through crabtree-evelyn.com on May 21,2014. - Name of Product: Iris Body Lotions- Qnt: 2 - Date of purchase: Mat 21, 2014 - Amount of payment: 23.03USD including tax, handling fee and deliver cost - Payment method: PayPal - Place of purchase: Crabtree & Evelyn official website(crabtree-evelyn.com) This has not since appeared in the Order History of the website for days already after the $23.03 payment was made on May 21 through PayPal. I sent them e-mail a several times through the "Contact us" linked on the bottom of the website. However, I was never helped. Nobody has responded to my inquiry asking why my order is not given an order number and does not get processed. I am currently staying abroad and unable to make a phone call during their working hours, and I explained this and requested to reply me via e-mail in every e-mail that I wrote. Still, nobody responded. I have no idea whether I will recieve my order or my monies will ever be returned.Desired SettlementI want Crabtree & Evelyin to process my order, send me an e-mail notifying the status and ship the products as soon as possible.Business Response Miss [redacted] placed an order on May 21, 2014. The order did not process through Crabtree's system, but unfortunately charged her PayPal account. Crabtree & Evelyn's corporate offices were closed in observance of the Memorial Day holiday weekend from May 23 to May 26. This included our Customer Service Department. Miss [redacted] was promptly contacted by a Customer Service Representative on May 27. At Miss [redacted]'s request, Crabtree contacted PayPal and the $22.03 charge was removed from her account. We believe Miss [redacted] is satisfied with this resolution.

I placed my order on November 23, 2012 and ORDER NUMBER: XXXXXXX.I bought 4 sets Hand Therapy & Hand Remedy Samplerbut two month ago I notice the Lot number of the Hand Therapy & Hand Remedy Sampler Product # XXXXXX I bought is XXXXX,XXXXX,XXXXX,XXXXX,XXXXXand XXXXX. That mean they were produced in 2010 and 2011. It already more than 2 years when I bought them. Unexpectedly,I bought 4 stes of them ,even now I have 3 sets.I sent email to the customer service ,but they didn't reply for me.Order_Number: XXXXXXXDesired SettlementI want they issue me a refund of $60 to me. Business Response We have no record of receiving any email from the customer regarding this order. However, assuming that the customer has stated the correct lot numbers (we have no way of confirming this), the customer is correct that the products were manufactured in 2010 and 2011. They do not, however, have any expiration date. The products are good for two years after opening, as indicated by the PAO symbol on the packaging. We are not willing to issue any refund.

The formula for Nantucket Briar was changed without notification to consumer or listed on the product itself. I have a backstock of Nantucket Briar consisting of 2 colognes, 3 large body lotions and 2 dusting powders. The formula for the fragrance was changed without notification to the consumer or listed on the product. C&E is offering store credit for the items purchased on line but some of the products were purchased in their stores. My point is that it is their product regardless and making a change to the formula without consumer awareness and it does not matter where it was purchased, store or on line. This has been my fragrance for 25 years. When I purchase a product I expect it to be the same every time or a have a label identifying the change i.e., New and Improved, etc. I want a refund and not a partial credit offered because there are no other products I am interested for an exchange. Not to mention that I was supposed to get a call back with the offer and did not until I called them back 3 days later.Desired Settlement2 colognes @ $40 each $ 803 body lotions @ $28 each $ 842 dusting powder @ $22 each $ 44TOTAL $208Business Response A Crabtree & Evelyn Customer Service Representative contacted Ms. [redacted] on September 10, 2014 and resolved this matter. Ms. [redacted] stated that she purchased some Nantucket Briar products from our website and some from a Crabtree & Evelyn outlet store. She stated that she is unhappy with the product fragrance and would like a full refund. We agreed to arrange for return of the products at our cost. Once the products are received, we will issue a check to Ms. [redacted] for a full refund (approximately $212.00). This process will take approximately two to three weeks. Ms. [redacted] was satisfied with this resolution.

I received 6 Lavender Age Defying Hand Remedy manufactured on ** of [redacted] 2011! They are more than 3 years. And the texture of the products are wateryI placed an order #XXXXXXXX of some hand remedy and therapy on [redacted] 2014 from Crabtree & Evelyn. When I got the package today, The Lavender Age Defying Hand Remedy (Product #XXXXX) are all with production date of ** of [redacted] 2011! They are more than 3 years and if not already, will soon expired. There production date code are all XXXXX. In addition to that, I opened one of the remedy, it's watery. I am afraid but I do believe that the products are all expried and not suitable for usage any more. I tried to send them an email for solve this issue. But the representative refused and claim that's not the date of manufacturing. However that's the only simple reflect date on their products. In the same package, other 6 25g hand therapy are with a code starting from 4! like XXXXX. Order details Shipping detailsDATE ORDERED: [redacted] 2014 ORDER NUMBER: XXXXXXXX SHIPMENTPRODUCT QTY PRICELavenderAge Defying Hand RemedyProduct #XXXXXH6 [redacted]GardenersUltra-Moisturising Hand TherapyProduct #XXXXXXX1 [redacted]Summer Hillïï

I received 6 Lavender Age Defying Hand Remedy manufactured on ** of [redacted] 2011! They are more than 3 years. And the texture of the products are wateryI placed an order #XXXXXXXX of some hand remedy and therapy on [redacted] 2014 from Crabtree & Evelyn. When I got the package today, The Lavender Age Defying Hand Remedy (Product #XXXXX) are all with production date of ** of [redacted] 2011! They are more than 3 years and if not already, will soon expired. There production date code are all XXXXX. In addition to that, I opened one of the remedy, it's watery. I am afraid but I do believe that the products are all expried and not suitable for usage any more. I tried to send them an email for solve this issue. But the representative refused and claim that's not the date of manufacturing. However that's the only simple reflect date on their products. In the same package, other 6 25g hand therapy are with a code starting from 4! like XXXXX. Order details Shipping detailsDATE ORDERED: [redacted] 2014 ORDER NUMBER: XXXXXXXX SHIPMENTPRODUCT QTY PRICELavenderAge Defying Hand RemedyProduct #XXXXXH6 [redacted]GardenersUltra-Moisturising Hand TherapyProduct #XXXXXXX1 [redacted]Summer Hillïï

I received 6 Lavender Age Defying Hand Remedy manufactured on ** of [redacted] 2011! They are more than 3 years. And the texture of the products are wateryI placed an order #XXXXXXXX of some hand remedy and therapy on [redacted] 2014 from Crabtree & Evelyn. When I got the package today, The Lavender Age Defying Hand Remedy (Product #XXXXX) are all with production date of ** of [redacted] 2011! They are more than 3 years and if not already, will soon expired. There production date code are all XXXXX. In addition to that, I opened one of the remedy, it's watery. I am afraid but I do believe that the products are all expried and not suitable for usage any more. I tried to send them an email for solve this issue. But the representative refused and claim that's not the date of manufacturing. However that's the only simple reflect date on their products. In the same package, other 6 25g hand therapy are with a code starting from 4! like XXXXX. Order details Shipping detailsDATE ORDERED: [redacted] 2014 ORDER NUMBER: XXXXXXXX SHIPMENTPRODUCT QTY PRICELavenderAge Defying Hand RemedyProduct #XXXXXH6 [redacted]GardenersUltra-Moisturising Hand TherapyProduct #XXXXXXX1 [redacted]Summer Hillïï

Order was incorrect and I was forced to return and pay shipping for their error. I even sent them a copy of my return shipment payment.On 9/21/2013 I ordered a bottle of West Indian Lime after shave balm and cologne at a value of $77.00. The company sent me a bottle of Nomad after shave and a tube of hair/body product, which was valued at $54.00 per website. They refused to send ordered product until I returned incorrect items at my cost of $8.75. Afterward they told me they would refund my card (not yet) for $77.00 and I was stuck with the shipping based on their error. I asked for a substitute item and gave them my choices - Sienna or Sandlewood cologne and after shave. They told me I would have to do another order and pay additional shipping.Desired SettlementRefund of $8.75 for returning the incorrect products and a bottle of Sienna cologne and after shave, and/or a bottle of Sandalwood cologne and after shave, and/or the shipping of my original order. I would be happy to send you my original order request and a copy of what they sent me.Business Response This issue arose due to a misunderstanding. Our Customer Service Dept. called Mr. [redacted] on or about Oct. 17 and straightened everything out. We agreed that he could keep the items sent in error and that we would send him the items he requested, at no cost to him. We believe Mr. [redacted] is satisfied with this resolution.

I placed my order on November 23, 2012 and ORDER NUMBER: XXXXXXX.I bought 4 sets Hand Therapy & Hand Remedy Samplerbut two month ago I notice the Lot number of the Hand Therapy & Hand Remedy Sampler Product # XXXXXX I bought is XXXXX,XXXXX,XXXXX,XXXXX,XXXXXand XXXXX. That mean they were produced in 2010 and 2011. It already more than 2 years when I bought them. Unexpectedly,I bought 4 stes of them ,even now I have 3 sets.I sent email to the customer service ,but they didn't reply for me.Order_Number: XXXXXXXDesired SettlementI want they issue me a refund of $60 to me. Business Response We have no record of receiving any email from the customer regarding this order. However, assuming that the customer has stated the correct lot numbers (we have no way of confirming this), the customer is correct that the products were manufactured in 2010 and 2011. They do not, however, have any expiration date. The products are good for two years after opening, as indicated by the PAO symbol on the packaging. We are not willing to issue any refund.