Naturally Thinking

Based at a farm in Wallington, Naturally Thinking positions itself as a supplier of high-quality, natural ingredients for aromatherapy and skincare. The company has cultivated a dedicated following, particularly among those who create their own beauty products or run small therapy businesses. Their extensive product line includes a wide array of organic essential oils, carrier oils, floral waters, and various pre-made skincare bases. The appeal lies in their ethos of providing pure, UK-made products, with a significant portion of their botanicals, such as lavender and rosemary, grown and distilled on their own Surrey farm.

The Product Offering: Quality and Variety

A deep dive into Naturally Thinking's catalogue reveals a commitment to variety and quality. They are particularly noted for their aromatherapy supplies, offering everything from common essential oils like lavender and peppermint to more specialist absolutes and extracts. For both hobbyists and professionals, the company provides an impressive range of ingredients. This includes a comprehensive selection of cosmetic bases—such as moisture creams, shower gels, and cleansers—designed to be easily customised with the addition of oils and extracts. This 'make-your-own' approach is a significant draw, empowering customers to create bespoke, handmade beauty products.

Long-term customers frequently praise the quality of the products. One user, a customer for 15 years, expressed deep satisfaction with the product bases, while another highlighted the unique quality of the floral waters, which they use as gentle skin toners. Specific ready-made products also receive high acclaim, such as a Peppermint & Lavender Foot Cream described by one buyer as the "very best" for restless feet. This positive feedback underscores a core strength of the company: when the products meet expectations, they tend to create very happy and loyal customers.

The Double-Edged Sword of Small-Batch Production

A recurring theme in customer feedback is the nature of the company's production. Many appreciate the small-batch, handmade approach, viewing it as a sign of authenticity and a guarantee of minimal additives. However, this method can lead to product inconsistency. One long-standing customer noted that the mixtures are not always identical from one batch to the next. While she interprets this as a positive hallmark of hand-produced goods, for customers who expect perfect uniformity with every order, this variability could be a significant drawback. This characteristic places Naturally Thinking firmly in the artisan category, which comes with both charm and potential unpredictability.

Customer Service: A Mixed Experience

The area where Naturally Thinking appears most inconsistent is customer service. Experiences reported by buyers are sharply divided. On one hand, there are numerous accounts of exceptional service. One customer who found two oils missing from a large professional kit reported that replacements were dispatched the very next day. Others describe the support team as "brilliant" and "exemplary," citing fast delivery and helpful responses to product enquiries. These reviews paint a picture of a responsive and responsible company that values its customers.

However, a significant number of other reviews tell a different story. Multiple customers have reported difficulties with communication, citing unanswered emails and a lack of resolution for order-related problems. Some have voiced frustration over delivery delays and poor communication, leading them to describe the company as unprofessionally run. This stark contrast in experiences suggests a potential lack of robust systems to handle customer issues consistently. The business operates only from Monday to Friday, 8:00 AM to 5:00 PM, which may contribute to delays in communication, especially for issues arising over a weekend. Prospective customers should be aware that while service can be excellent, there is also a risk of encountering communication challenges.

For the Discerning Customer

Ultimately, Naturally Thinking appeals to a specific type of consumer. It is well-suited for therapists, small business owners, and DIY enthusiasts who prioritise natural, UK-grown ingredients and value the ethos of a farm-based producer. The company's extensive range of botanical ingredients and cruelty-free cosmetics provides a fantastic resource for creating high-quality, personalised skincare. Customers who align with the brand's small-scale, hands-on philosophy may be more forgiving of the occasional inconsistencies in product and service.

For those seeking the reliability and uniformity of a large-scale manufacturer, or who require immediate, round-the-clock customer support, this may not be the ideal choice. The charm of its artisan approach is balanced by the potential for the operational hiccups typical of a smaller enterprise. The decision to purchase from Naturally Thinking involves weighing the appeal of their high-quality, natural products against the reported inconsistencies in the customer experience.