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I have still not received my purchase

Great products — awful customer service when something goes wrong

Unfortunately, good products don't make up for terrible customer service.

I placed an order at the beginning of August containing three items. The parcel took nearly two weeks to arrive, and when it finally did, one of the Honey Rain Juice Eco Pouches (Kids) I had paid for was missing.

I emailed the company immediately to report the missing item. Five days passed with no response, so I emailed again. After another ten days with still no response, replacement or refund, I sent a third email.

Almost a month after placing my order, I am still missing an item I paid for and have received absolutely no response to any of my emails.

Mistakes happen, and I could have accepted an item accidentally being left out of an order. What I find unacceptable is completely ignoring a customer who is simply trying to get the product they paid for or their money back.

I've contacted the company three times and given them plenty of opportunity to resolve what should have been a very straightforward issue.

The products are genuinely good, which makes this even more frustrating. But customer service is part of what you're paying for, and based on my experience, their after sales service has been awful and extremely unprofessional.

I am still awaiting either the missing product or a refund.

Nothing in my envelope. No reply from customer service. Very disappointed.

Perfect products for my daughter's hair. I would never be without Honey Rain Juice. Ita magic!

Great product but not so good delivery

Great family run business with so much heart and passion for changing hair stories.

Brilliant products, amazing customer service we come back to these time and time again for our daughter's afro hair

I received my order in time however I was expecting clove2 water and rain juice as the advert suggested plus the price so seemed to indicate that value of purchasing both

I think the advert is misleading and should be changed

I sent a message on tik tok and received notification that it was read but I haven’t yet received a reply

Otherwise am happy with the products and its the only range I use on my hair and have no plans of changing

Regards
Yakki

I have been using 7 different products from Root2tip and my hair has moved leaps and bounds. It’s fast approaching a year and I am very happy 💚💚💚💚💚

Lovely products and fast delivery!

Great products , a little expensive but they are worth it.

Out of this world products, honestly the best ever! So pleased I discovered them. Posted out quickly too.

We were previously using off the shelf products for my 2 year old mix race daughter's very thick curly hair which were just not working. Her hair was constantly dry and uncontrollable. Wash day was horrendous and daily maintenance was something we all just dreaded.

Since using root2tip products, her hair looks and feels completely different. It is now very moisturised and much easier to maintain on a daily basis. The honey rain juice lets the brush just glide through her hair making morning soooo much easier. It also smells amazing and everyone at her nursery comments on how clean and beautiful my child always smells which is a bonus!

The only problem I found is that I bought the full toddler haircare kit and to be honest, don't really know how to use most of the products so wish I had just got the shampoo, conditioner, honey rain juice and maybe one other product to use consistently rather than just guessing at what order things should be used in.

I would honestly recommend this so much to anyone like me who is struggling to maintain their child's mix hair. The difference is really noticeable.

1 star is because there's no option for zero. I ordered my products on the 22/12/2025. I was given a shipment number for tracking with Royal mail. January 15 I received an email from root2tip asking me to rate the service. This surprised me as my parcel has not arrived. I responded to the email to inform them of this but I got no response.

I tracked my parcel with royal mail but there was no information.

I eventually found a phone number (sal root2tip) on the internet. I rang first but was told text only. I was then informed that there was a batch of orders that had gone missing but mine wasn't part of that. They made it seem like it was Royal mail's fault.

On Friday 23rd January (1 month after ordering) Kelly messaged me to say they will reship the order. I believed that there was an initial glitch so I waited. On Friday the 30th I asked for a tracking number but I got no response. We are now in February 5th and still no product and no communication.

So I have done a chargeback with my bank to reimburse me.

The product is amazing and it moisturized very well on my kids hairs I give it 5 star

Wonderful products, puts my mind at ease that there are no chemicals, thank you!

The product is fantastic,true to it's word .
Have recommended to 4 of my daughter's friends ,they had same problem as my daughter,my grandson hair just kept sucking up any hair products we put in his hair ,pure thing didn't like combing his hair .....now wow love it .

Love the products for my natural hair-out of all the truly natural brands, this one works best. My only criticism is that it takes a while to navigate the website and find the products you need.

Still waiting to receive my order over 2 weeks ago.