Placed order on 1st, payment taken but till date 20days down the line, no information about order dispatch or refund request made on 10th. Zero customer service. Never ever advise anyone.
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Das sagen Bewerter
Communication poor but products seem fine. Delivery was advised as 2/3 days via Royal Mail but the order hadn't been dispatched 3/4 days after ordering. I emailed to query, and was sent a dispatch ema... Mehr ansehen
I purchased some fresh rosemary from this store and was blown away by its quality and aroma. It really elevated the dish I was making and I can't wait to use it again in future recipes. I highly recom... Mehr ansehen
DG Stores always provide good quality herbs and teas. The website is clear and easy to use, they offer competitive prices, good secure packaging and reliable delivery. They respond quickly if there is... Mehr ansehen
Unternehmensdetails
Informationen, die aus verschiedenen externen Quellen stammen
Edible Dried Flowers & Petals, Quality Loose Leaf Tea, Roots, Barks, Herbs & Spices. Top Quality with Reasonable Prices
Kontaktinformationen
Nottingham, Vereinigtes Königreich
- sales@dgstoreuk.com
- dgstoreuk.com
3,5
Akzeptabel
556 Bewertungen
Bittet Kunden um Bewertungen
Das Unternehmen lädt seine Kunden ein, Bewertungen zu hinterlassen – ob positive oder negative.
Hat 28 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 1 Monat
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Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
Terrible customer service, awful products.
I had used this company for purchasing dried flowers before, to use in workshops, and had never had any issues at all.
On this occasion I purchased multiple different flower/herb types, in plenty of time for a wellbeing workshop I had planned, to make dream pillows. I chose the herbs based on their traditional uses, energetics, and also based on their fragrances. Fragrance was not the primary aim, but at least a subtle fragrance of the plants in question was expected, especially as the flowers were apparently food grade or tea grade.
The product arrived earlier than expected, which was great, and I excitedly filmed some social media showing me unboxing them - but as I was short of time before going out to a client appointment, I didn't open any of the heat-sealed packages. They mostly looked like the flowers in question, and I was made up.
The next day however when I opened the packages and smelled the contents, I was surprised, concerned and disappointed by the fact that they all (bar none) smelled predominantly of mustiness and with a whiff of fenugreek seed. I tried rubbing some of them between my fingers to release the fragrance of the plants, and no change.
As I knew what poppy smells and tastes like, and that it can be made into beverages, I made a cup of tea with a few of the poppy petals, tearing them up and putting them into my tea mug's infuser. The heat and infusing process will usually bring out the natural aroma of plant parts, no matter how subtle. And this was, according to the seller, food grade.
However - after 10 minutes of infusing, I was disturbed to see that the poppy tea wasn't as it should have been. It was purple/black in colour, smelled of nothing, and had some sort of thin grease or oil floating on the top. This was certainly not fit for consumption, and therefore I contacted the seller to let them know and ask for a refund or replacement, as there was still enough time for replacement before my event, if they sent it that day.
Well, the response I received to my email (which I sent by reply to their order confirmation email - since that email said that was one of the ways to get in touch with them about the order) was disappointing and insulting. They were defensive and didn't want to resolve the issue. They effectively told me I was wrong. They said they didn't sell substandard products and that because I had opened the packaging, if I returned the products to them, they would not refund or replace them.
This is in contravention of my consumer rights. My email had made it clear that I was contacting them as the product was "faulty or broken", not that I had changed my mind about the order. And as such there was no requirement for the product to be returned "unopened" - as it was down to its quality not a change of mind. They should have been well aware of this distinction in the law, but perhaps they were hoping I was not.
I replied, pointing this out, complaining about their customer service, their attitude, and unwillingness to comply with the law, let alone the fact that they had treated a customer in this way. I said I would be reporting them to Trading Standards, and that it was a shame they didn't seem to genuinely care about their product or their customers. Their follow-up reply was that they would co-operate with Trading Standards.
They said they would refund or replace according to their policy (the policy which they had told me meant they wouldn't give me a refund or replacement if I'd opened any of the packets), and asked me to send them details of each of the products (some of which were in their original email), and information on how I had stored them for the last few days since they arrived with me.
I sent them an email with the information they had required, despite the fact that they should have had most of it themselves. In my email, I also asked them to clarify whether or not they were willing to refund the products, since their email seemed to imply that they would (asking whether I wanted a refund or replacement) but bearing in mind that they had said it would be in accordance with "[their] policy" - the one which said they didn't have to, because I'd opened the products to check their quality.
Since that point, no reply. Radio silence.
Frankly, I don't trust them to refund me if I do send them back the products (which would also be at my own expense) since, they kept insisting they have paperwork from their supplier.
Their attitude and apparent dishonesty/sharp practice in their dealings with me so far makes me not want to send the evidence back to them, and trust that they will be honest in their testing of the products. I'm therefore going to take advice from Trading Standards/CAB again.
Please avoid this company unless you're looking for confetti or table decorations. They're absolutely not worth the hassle if things go wrong.
5. September 2025
Antwort von DGStoreUK
Thank you for your detailed feedback. We value transparency, so below we address each of your points
1) On “food-grade” suitability and what to expect from edible flowers
All items supplied in your order are food-grade botanicals from audited sources. For every batch we hold specifications, supplier declarations. Many edible flowers are selected primarily for culinary safety and visual value, not for strong perfume after drying. For example:
Cornflower, poppy, heather, mullein and jasmine buds are naturally subtle to nearly neutral in aroma once dried. This is normal and widely noted in herb trade practice.
Jasmine buds (dried) are often confused with jasmine-scented teas; the latter owe their fragrance to scenting with fresh blossoms during processing, not to the buds themselves.
Helichrysum (life everlasting) can exhibit warm, hay-like or spice-leaning notes; intensity varies by species, terroir and harvest.
A mild “hay/must” note can be perceived in sealed pouches due to concentrated headspace volatiles; it typically dissipates shortly after opening. On its own, this is not evidence of spoilage nor non-conformity.
2) About the poppy infusion (dark colour and a light film)
Infusions of poppy petals (Papaver rhoeas) often present dark purple-brown/black hues from anthocyanins and other phenolics. A thin surface film can occur from natural waxes or pollen lipids. These are natural constituents, not contamination, and have been observed across compliant lots. Sensory expectations for poppy specifically should be very mild aroma and flavour.
3) Quality control and objectivity
Our use of the term “objective” refers to the documented checks we perform and can reproduce:
Intake & release QC: visual purity, colour/particle size, typical odour range, packaging integrity versus specification.
Batch traceability: retained, sealed counter-samples for every lot and best-before date.
Documentation: supplier specs/declarations available on request to competent authorities.
We do not dismiss personal sensory impressions; however, conclusions on conformity must rest on these objective controls.
4) Consumer rights and our policy—how they work together
If a customer changes their mind, hygiene-sealed consumables may be excluded from return once unsealed.
When a customer alleges a fault or “not as described”, the correct route under the Consumer Rights Act 2015 is to return the goods for inspection so the seller can assess conformity against specification and retained samples.
If a non-conformity is confirmed, the consumer is entitled to a refund or replacement, and reasonable return postage is reimbursed.
Our request that you return the goods for inspection follows this process and protects both parties.
5) Timeline and communication
Your messages arrived as we were entering a scheduled annual leave (19 September–1 October). That explains the short gap you experienced and is not a reflection of indifference to your concerns. In prior messages we asked for traceability details (BBDs, storage notes) specifically so we could locate and test the exact retained samples.
6) Addressing specific allegations in your review
“Awful products / not fit for consumption”: We supply food-grade botanicals; the characteristics you described (subtle scent; poppy liquor colour; slight surface film) are consistent with compliant dried plant material and not indicators of contamination.
“Seller told me I was wrong”: We explained typical properties and requested details and a return so we could verify objectively. That is not dismissal; it is standard food-retail due diligence.
“Contravention of consumer rights”: We follow the law: alleged faults are assessed upon return against retained samples. Remedies apply accordingly (see Point 4).
If any non-conformity is confirmed, we refund in full or replace; if products meet spec, we are still willing to refund the product price as a goodwill gesture given your event has passed.
Absolutely shocking
Absolutely shocking. Takes over a week to dispatch anything, non-existent customer service, no one replies to a single email, can’t contact on social media, no telephone number, ordered items a week ago and nothing received. Shipping policy states products are shipped with Royal Mail 24 or 48 hour shipping within 24 hours of order being made, this is false and inaccurate. Two orders made in total now and neither have been dispatched anything close to that, first was sent 9 days after order, second hasn’t been shipped yet and order made one week ago. Wanted to make adjustments to order but no one responds to anything. Please DO NOT use this company. They’re cleverly hiding poor reviews.
1. August 2025
Antwort von DGStoreUK
Thank you for your feedback. We have reviewed your account activity and internal logs and would like to address your statements with precise facts, our policy, and the remedy we offered.
1) Order timeline and dispatch
Order #17950 placed: 13 September 2025 (Friday).
Reason for delay: the line Golden Red Rose Buds was temporarily awaiting restock. We chose to hold and ship complete rather than split by default (see Point 3 on policy).
Our response: we replied on 19 September 2025 after discovering your emails had been misrouted to the spam folder; we apologised and added an extra 50 g of Golden Red Rose Buds free of charge as a goodwill gesture.
Dispatch: queued and handed over on 23 September 2025 (Monday), the first working day after the item returned to stock and your parcel was finalised.
2) “No response / non-existent customer service”
We acknowledge and regret that your messages were routed to spam; this is not typical and we have since adjusted filters.
We did respond on the same day (19 September) we found the messages, explained the hold, confirmed dispatch plans, and added the free item you asked about.
We do not offer phone support or social-media support; our official channel is email (published on site). Social platforms are not continuously monitored and are not a substitute for our ticketed inbox.
3) What our shipping policy actually says
Our policy is 1–2 working days dispatch for in-stock items.
When a line is temporarily out of stock, we either (a) hold to ship complete or (b) split ship on request. For business buyers placing frequent orders we can flag the account for automatic split-shipping preference.
Your delay stemmed from a single out-of-stock line you explicitly wanted to add more of. We explained this on 19 September and proceeded with the free extra.
4) “Nine–ten days to dispatch / second order not shipped”
For #17950: placed 13 Sep → dispatched 23 Sep (includes two weekends; working-day count is shorter). The cause and remedy were documented above.
Regarding a previous order mentioned in your review: we cannot discuss other orders publicly and we do not see another order under the same email. If a prior order was placed under a different email, please share the order number and email via support so we can review and clarify the timeline with equal precision.
5) “No telephone number / can’t contact on social media”
Correct: we operate email-only support, which ensures traceability, batch look-ups, and audit trails. This is stated on our site.
We will continue to refine our autoresponders and spam rules to prevent misrouting and to acknowledge receipt immediately even during busy periods.
6) “They’re cleverly hiding poor reviews”
We do not hide reviews. Trustpilot moderates content under its own rules. We welcome fair feedback and respond publicly when we believe facts require clarification.
7) Annual leave and continuity
We were on scheduled annual leave 19 September–1 October 2025. Despite this, we prioritised your case, replied on 19 September, confirmed the dispatch plan, and added the free product to make up for the inconvenience. Any brief gaps in communication were due solely to this leave period—not a lack of willingness to resolve the matter.
8) Resolution and next steps
We have already dispatched #17950 and included 50 g Golden Red Rose Buds free of charge.
If you would like us to enable split-shipping by default and flag your account as trade priority, email us and we will set it up.
If you believe another order was mishandled, please provide the order number/email and we will audit it and respond with dates, scans, and outcomes.
We stand by the quality of our products and by the facts above. We also recognise that delays—especially for business buyers—are frustrating. We have taken steps to prevent spam misrouting and will gladly configure your account for faster, split dispatches going forward.
Thank you for the opportunity to clarify the record.
Good customer service…
Easy to order from the website with good product and price. Good customer service when Royal Mail were slow in delivering.
29. August 2025
Never received my order
Never received my order, nor did I get any reply after emailing both DGStoreUK@gmail and SALES@dgstoreuk and also filling in the contact form through the website.
2. August 2025
Antwort von DGStoreUK
Dear Customer,
Thank you for your review dated 9 August 2025. We’ve checked the consignment you referenced (Royal Mail Tracked 48™ OF823954435GB) and, according to Royal Mail, it was delivered to Safeplace on 18 August 2025 at 11:43 via Livingston DO, with a card left at the address specifying the Safeplace location. This means your review predates the stated despatch (15 August) and delivery (18 August) events. If your comment concerns a different order, please share that order number and email so we can verify the timeline with the same precision.
Item returned and store lied about communication
UPDATE TO SELLER REPLY;
Glad to see initial DGSTORE review response removed by Trustpilot after serious GDPR breach and sharing my address details.
Your issue is with Royal Mail - not me. The item was left while I was away and refused/returned (as per the clear Royal Mail scan) on my return. Please pick this up with Royal Mail as I've already advised you - we cannot make up a scan on a Royal Mail system. Clearly we haven't got the items and the credit card company understand that.
Given you've chose to lie, I'll bring your attention to the fact you've since e-mailed to advise you hadn't even included the full order , but hadn't told me or refunded part of the order. And for reference - it's possible to buy 10 kilos of jasmine confetti for the same price as your 2 kilo packets (Bozhou Swanf Commercial And Trade Co., Ltd.) - we've supported you consistently for years and would've continued to if it wasn't for the lies.
DO NOT try to make me look like a liar - you ignored my e-mails for 3 weeks and responded once I filed a charge back as I clearly don't have the goods - the tracking shows them returned. What a disgusting policy to try and justify your poor customer service!
I've also got e-mail evidence from you stating you'd missed my e-mails as they'd gone somewhere else after you implemented a new e-mail system...please do share your information with the bank - they already have it all and processed the charge back immediately given the evidence that the item was returned and you hadn't responded to at least 5 e-mails.
I have e-mail and screenshot proof of everything you've lied upon and more than happy to share.
ORIGINAL REVIEW
E-mailed before item was dispatched to remove item from order and received no reply.
Subsequently the order was returned to the company over 3 weeks ago and they’ve ignored 3 e-mails and still not refunded me over £200.
Having to raise a claim with my credit card company to try and get my money back - really disappointing as never had a problem with responses when I wanted to place orders, only when there was an issue have I been ignored.
10. Juni 2025
Antwort von DGStoreUK
Dear Reviewer,
Thank you for your message. We have investigated the shipment you refer to (Royal Mail Tracked 48™: OF823951916GB) and set out the verified facts below.
What Royal Mail shows
12 Jun 2025 – Sender has despatched item.
13 Jun 2025 – Item received (Midlands Super Hub → Tyneside MC).
14 Jun 2025, 10:32 – Delivered to Safeplace by Stockton-on-Tees DO. Royal Mail captured proof-of-delivery (photo) and a GPS-stamped location (on file).
18–19 Jun 2025 – System notes “Refused – Returned to Sender.” Despite those scans, no return ever reached us; this is consistent with a prior completed delivery to Safeplace on 14 June. The photo Royal Mail shared matches Safeplace delivery, not a returned parcel.
Why “items returned and ignored for 3 weeks” is inaccurate
We did not receive any returned goods for this consignment. Under our policy (and the Consumer Rights Act process), a refund is issued upon receipt of a bona fide return.
Your review states you were “ignored”; we have no record of an email thread concluding with a confirmed return receipt or return arrival scan. If you have message IDs or screenshots, please forward them so we can audit our mail gateway and spam logs.
Important: chargeback status
We understand you also raised a claim with your card issuer. Our records indicate the issuer refunded you, while Royal Mail evidence (photo + GPS) shows the goods were delivered to your Safeplace and not returned. In effect, you currently hold both the goods and the funds. We are ready to provide Royal Mail’s proof-of-delivery and full scan history to the acquiring bank if required.
We take delivery and refund matters seriously and rely on carrier-verified evidence to act fairly. Please contact DGStoreUK@gmail.com
with your preferred option so we can close this out promptly and transparently.
I’ve emailed about where my order is…
I’ve emailed about where my order is but sadly no prevail. I love your store and products, please get in touch
24. Juli 2025
Antwort von DGStoreUK
Dear Mary,
Thank you for your message — and for your kind words about our store and products.
Just to clarify, during the time you contacted us we were away on annual leave, which was noted in our shop announcements. However, we’ve since responded to your emails and followed up accordingly.
If there’s anything still unresolved or if you haven’t seen our reply, please feel free to check your spam folder or let us know here - we’ll be happy to resend it.
Excellent service and good quality…
Excellent service and good quality product Will order shy
20. Juli 2025
Well the quality of all items was just…
Well the quality of all items was just great and cant complain at all.
6. Juli 2025
No response, no delivery, payment taken.
I placed an order on the 16th June, have not received it, nor any communications or information that it has been dispatched. I've reached out 4 times to no response. They've taken payment from me and I can't get in touch with them.
16. Juni 2025
Bewertung ohne vorherige Einladung
Antwort von DGStoreUK
Dear Reviewer,
Thank you for your message. We’ve searched our order system and support mailbox by name, date (16 June), amount ranges, postcode and email fragments but we cannot find any order or email thread that matches your review. To investigate properly and resolve this, please email us with the subject “TRUSTPILOT – ORDER NOT FOUND (16 June)” and include:
Order number (from your confirmation email) and full name used at checkout
Email address used to place the order (if different from the one on Trustpilot)
Payment details to trace: method (card/PayPal), last 4 digits of the card or PayPal Transaction ID, charge date/time, amount and the merchant descriptor shown on your statement (e.g., “SHOPIFY * DGSTOREUK”); a redacted screenshot is sufficient
Delivery address you entered at checkout
Copies of the 4 emails you say you sent (or screenshots with timestamps/message-IDs)
Send to DGStoreUK@gmail.com
(official channel). We’ll also cross-check sales@dgstoreuk.com
in case of misrouting.
What we will do next
If a paid order exists and has not shipped: we’ll ship immediately or refund in full, as you prefer.
If a payment was captured but an order was not created due to a technical issue: we’ll refund immediately and confirm in writing.
If the payment on your statement is not ours (different merchant descriptor): we’ll point you to the correct merchant and your bank for a chargeback.
If your emails were misrouted (spam/bounce), we’ll share the root cause and update our filters.
We take non-delivery claims seriously, but we need the verifiable details above to act. If we don’t receive them, we will ask Trustpilot to verify the experience (proof of purchase) so we can proceed on facts and resolve this properly.
I ordered 7 days ago and the order…
I ordered 7 days ago and the order hasn't even been dispatched yet. I emailed yesterday to enquire as to the problem but have had no reply. A shame as I like to support small independent companies but it is very unlikely that I will use DGherbs again.
18. Juni 2025
Antwort von DGStoreUK
Dear Gerard,
Thank you for your review and for quoting reference #17747. We have checked the carrier record and can confirm:
Royal Mail tracking: 32056112400066BE403B0
Delivery: 01-07-2025, 11:52 by Didcot DO (GPS: 51.6013304 N, −1.2589953 W)
Status: Delivered
The order arrived promptly and in good…
The order arrived promptly and in good condition and just as described.
29. Mai 2025
Good company to but from
Easy to find what I wanted, place my order and make payment.
The herb I wanted arrived on time, securely packaged and the inner package was resealable to keep the unused portion of the herb secure.
I would be happy to use this company again.
20. Mai 2025
Really great products but hard to give away
Really great products, all arrived safely and will reluctantly give out to other people as presents…
18. Mai 2025
Delivery Address correction
delivery address correction was required. Got response a bit late but they took care of it.
1. Mai 2025
Great products as always
9. März 2025
Great test and quick delivery.
6. März 2025
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