Naissance: most-reported complaints
Automated analysis of 271 public Trustpilot reviews published 2016-01-28 to 2026-09-08. TrustScore 4.4 from 4,317 total reviews — see the Trustpilot page. Quick answer: is Naissance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, which accounted for 29% of the 168 complaints identified across 271 reviews. Faulty products were the second most common issue, cited in 26% of complaints and showing a rising trend. Other frequent concerns included items not matching their descriptions (21% of complaints) and late deliveries (14% of complaints).
How to reach Naissance
These are the contact details Naissance publishes on its Trustpilot profile, as of our last check on 2026-09-28 — phone 0800 0430 826, email [email protected], address Unit 9 Milland Road Industrial Estate Milland Road, Neath, SA11 1NJ, GB.
The company claimed its Trustpilot profile on 2015-07-17. Trustpilot ranks it 17 of 27 in Aromatherapy Supply Store. We last checked this profile on 2026-09-28 and found 171 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Severity: 16% of this company’s 168 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 8.9 days between the experience and publishing their negative review (123 reviews record both dates).
Measured reply time: across 167 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of under a day.
Reply quality: of 167 company replies to negative reviews analysed, 51% engaged with the specific problem and 31% were generic templates.
14% of its 80 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery failed makes up 29% of this company’s complaints vs a 21% median across 160 ranked companies in its sector.
Review velocity: 38 of this company’s 4,317 Trustpilot reviews (1%) were written in the last 12 months.
What are the most common complaints about Naissance?
Delivery failed
48 reports · 29% of complaintssteady“I never received my order”
The company replied on 2024-12-30: “Thank you for your feedback. We can see you responded to our standard follow up email on Friday which we have responded to this morning, but do not have any other emails from you. We have checked the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“The package arrived that the oil was spilling everywhere”
The company replied on 2025-01-15: “Hello Aurora, We are very sorry to hear this. In order to assist you, please send us pictures as well as the order number and a description of the problem at [email protected] Kind regards,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I don't know why the delivery was left at a collection point, when they didn't even contact me”
The company replied on 2024-10-17: “Hola Maria, El enlace de rastreo indica que la entrega fue intentada el 14 de octubre pero que no estaba presente. Entendemos que a veces pueden haber problemas con las entregas y esperamos que los…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Faulty product
43 reports · 26% of complaintsrising since 2023-10“Being sold an expired essential oil is unacceptable”
1 reader marked this review helpful on Trustpilot.
“The order for the Vetiver i ordered was really FOUL ,smelled like burnt plastic”
The company replied on 2024-10-30: “Thank you for sharing your feedback. As described on our website, the Vetiver has rich, earthy, woody undertones. We are sorry it was not to your liking. We have checked our records and can advise…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“rancid odor from "sweet almond oil 215"”
The company replied on 2020-01-20: “Thank you for sharing your experience with us. Your case is very interesting and to be honest, we have never ever received any similar feedback to yours in the past. Naissance non-organic sweet…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Not as described
35 reports · 21% of complaintssteady“Every single one looks, smells, tastes the same.”
3 readers marked this review helpful on Trustpilot.
“The essential oils are not 100% pure.”
2 readers marked this review helpful on Trustpilot.
“The products are so awful, either lab-created or extended with some kind of filler”
2 readers marked this review helpful on Trustpilot.
Delivery late
23 reports · 14% of complaintssteady“I placed my order three weeks ago and I am still waiting for delivery even though I paid a shipping fee”
The company replied on 2024-12-12: “Thank you for your feedback. Once your order has entered DHL's system, I'm afraid we are not able to liaise with DHL on your behalf to coordinate delivery as we are not the recipient of the parcel. I…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“arrived late and wasn’t delivered properly”
The company replied on 2019-09-13: “We’re sorry to hear about your experience. We’re usually known for our exceptional customer service and we regret that we didn’t live up to those expectations here. Your emails were replied in 24…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“It took more than one month to be able to place the order and receive it”
The company replied on 2023-12-28: “Vielen Dank für Ihr Feedback. Wir bedauern aufrichtig die Unannehmlichkeiten, die durch die Verzögerung bei Ihrer Bestellung entstanden sind. Wir sind uns bewusst, wie entscheidend pünktliche…”
Our classifier read this reply as a template response.
Support unreachable
22 reports · 13% of complaintsfalling“never had reply to my complain nor by email, had to open resolution case on paypal”
The company replied on 2016-10-05: “Dear Kristina We are really sorry that you were not entirely satisfied with our product. As per our recent email communications, I can confirm that the oil you received is indeed 100% pure rosehip,…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“I never received my order”
The company replied on 2024-12-30: “Thank you for your feedback. We can see you responded to our standard follow up email on Friday which we have responded to this morning, but do not have any other emails from you. We have checked the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I couldn’t cancel my order and get my discount that I was provided by Naissance.”
The company replied on 2020-10-20: “We are truly sorry your order was delivered despite of our efforts to cancel your order. When we received your request, we contacted DHL customer services to get the parcel cancelled/returned to us.…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
22 reports · 13% of complaintsrising since 2023-10“I placed my order three weeks ago and I am still waiting for delivery even though I paid a shipping fee”
The company replied on 2024-12-12: “Thank you for your feedback. Once your order has entered DHL's system, I'm afraid we are not able to liaise with DHL on your behalf to coordinate delivery as we are not the recipient of the parcel. I…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“Customer service not willing to listen and got so defensive they were actually argumentative”
The company replied on 2024-08-06: “Thank you for taking the time to share your feedback. We're very sorry about the issue you experienced when trying to purchase our products in larger sizes. We plan the sizes we sell in line with…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Products arriving in damaged or NO packaging and without instructions”
The company replied on 2023-09-26: “Thank you for taking the time to post your review - we appreciate and value all feedback. As the Head of Customer Services, your comments have been shared with me. I monitor customer feedback and I…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-28.