“Terrible customer service
I had been dealing with them for a few months on the supplement side. However in December I bought a redlight device from them which started gving trouble after 2 months. I asked the sandton store to help. They took 2 days just to contact Head Office.
Now I use this device every day. Eventually I spoke to an 'agent' at HO and I explained the urgency of getting another replacement as I need to use it daily. It took another 3 days of calls to get a replacement sorted.. However, HO then said that they need to collect the broken one first.
This practice annoys me so much! I know that in theory they need the old one back back to replace it. But where is the logic in this practice....from a consumers point of view, give me the replacement and collect the old one at the same time. This equates to 1 courier visit and not 2. However, suppliers cannot get this right.
So they collected my broken one on the tuesday. I expected them to send it back by the friday the same week. I went away on a business trip and returned on the friday only to be disappointed by no replacement.
Unfortunately I got sick the following week and only remembered that I was STILL waiting for the replacement. on the following thursday By the friday I completely lost it with HO with their *********** staff, who had not contacted me to explain what was happening. So it took more than 2 weeks of me harassing them to get resolution. Imagine if I had not contacted them to follow up - nothing would have been done!
It just boils down to customer communication and in this case there was absolutely no communication from their staff.
Now I am a business owner, so I know how awful it is to receive a complaint. However I have trained my staff to react quickly to any compliant and you will be shocked how quickly you can disarm and resolve most conflicts. Sadly, to the owner of Faithful to Nature, you need to discipline the agent at HO and completely retrain your staff on conflict resolution.
Unfortunately, I did say to the agent that I need this device to be replaced urgently. I re-iterated that if she could not resolve this timorously, then you would loose me as a customer. So this is me saying goodbye to Faithful to Nature. Think about the future value that you have lost from me over the next 5 years.”
“My recent purchase was the first with Faithful to Nature. I absolutely LOVE the fact that one can source so many varieties of cruelty-free, organic, vegan, sustainable products on one platform! I found what I was looking for...and then some. I am very happy to support businesses whose values I align with, and you can clearly see the care that was taken by Faithful to Nature in highlighting each brand and their ethos, while showcasing some really great, niche products. Everything from navigating the website, to my purchase, to the courier was flawless, and I really appreciate the extra touches with a sweet poem as well as free gift! What a wonderful experience! Keep doing what you are doing!! Even the smallest purchase makes such a difference in contributing to a more beautiful, healthy, cruelty-free, sustainable world and I am looking forward many more purchases (and accumulating points)! You made me feel really valued from start to finish. Thanks so much, Faithful to Nature!”
“Amazing delivery service! Ordered and delivered the same day. Nicely wrapped. Cute poem written in the e-mail, that made my day. Easy to order online. All round amazing experience, thank you!!!
Verena, from Claremont, Cape Town”
“Thank you for a great service. 🤩You were making my day😊 with the poem, by the way, loved it. Thank you again🙏🙏 and wouldn't mind buying products in future. The rest is history Keep doing what you're doing 👍👍.”
“I have been using FTN for many years now (i am based in Cape Town) and have always been totally happy with their service. Not only are theire prices for particular products competitive, but their speedy personalised service(wonderful little email ditties when confirming an order!), along with a quick delivery turnaround makes me stay loyal to them”
“This is how a food and health product business ought to be run!
Wow! Seriously impressed! Website is in a league of its own with full and comprehensive product information. Placed order online Tuesday afternoon. Packed, collected by courier and on its way some 2 hours later. Delivered free (to remote destination) next day. Wow again! Nicely packed with hand-written "Welcome to FtN" and a smiley face inside the top cover. Nice touch! Almond nuts and dried figs of exceptional quality. Also ordered honey and, as an ex-beekeeper, I know a thing or two about honey. Fact is that you simply can't find honey in supermarkets these days (any supermarket) that isn't irradiated, imported from China or otherwise adulterated and not what the label says it is. This honey is the real deal, and I cannot express strongly enough how grateful I am to have finally found a place where I can order organic food products that can be trusted and delivered quickly and efficiently. Bravo FtN. Bravo!!!”
“We ordered oat milk from the UK for our diary intolerant toddler and followed their instructions to make sure were aboe to order. Since then we’ve had confirmation that the transaction went through, followed by denials, then refusal to share any proof following order confirmations. All chats on their website were shut down as soon as we mentioned our order number. We’ve had to raise a fraud case with our bank to pursue as they confirmed the order had gone through and traced it through their records. Would’ve trust them at all.”
“From the quick response to my email to the prompt delivery of my order, as well as the range of good quality products — I am very impressed, and will be back.”
“Making it 5 starts so they can see the complaint. My mom orderd on the 7th of December 2023 and till today(20th) she didnt receive nothing they didnt get in contact with her nothing. I called on the 18th just to find out her order was damage and they did nothing, they didnt even put a replacement order. They didnt call back to let me know when the package will be here and if they replaced the package they damaged. The support team ain't supportive at all.
Very unprofessional and so disappointed in this place.”
“I have used ftn for many years and have always loved the experience. Easy, efficient and reliable. However the last 4 times I have ordered and by order has been delivered on time even though I paid for the express delivery. When I call I send an email, nobody bothers to revert back to me to let me know what’s happened with my order or they say they’ll call back to sort it out and they don’t. I’m very disappointed in the last 4 orders that weren’t delivered. I wonder what could be going on :(”
“FTN is just the best, this is my second order with them and their service is just amazing. I love the quality of their products, they have made it easier for me to lead a healthier life style. I love how they always have a special free treat for me in my order!”
“Awesome products, smells great, can't wait to try out my stuff, placed my order and received it 2 days after, fast delivery service, definetly recommend to family and friends love the fact that the products are eco friendly natural and cruelty free.”
“They have an exceptional range of products, their website is super easy to navigate and their delivery and customer service is commendable. I love shopping with them.”
“I am very impressed with their level of service and with the products they sell. Their products are environmentally friendly and I will recommend everyone to buy from them and make our world a greener world!”
