The EssentialReviews of theessential.com

Response from The EssentialJun 2, 2026

Hi Alex, Thank you for taking the time to share this, and I'm sorry to hear about your experience — it's not the standard we hold ourselves to. From our records, this order involved several made-to-order items along with a glassware set that was unfortunately damaged in transit, and we did try to resolve things with replacements and other options along the way. I realize the outcome still left you frustrated, and I'd genuinely like the chance to make it right. Could you email me directly at [email protected] so I can look into your account personally and find a fair resolution? I'll keep an eye out for your message. Best, The Essential Team

Response from The EssentialJun 2, 2026

Hi Garrick, Thank you for sharing this, and I'm sorry — the delays and the mix-up with the replacement aren't the experience we want anyone to have, and I understand why it was frustrating. We did work to get a replacement out to you, but I can see it took far too long and still wasn't quite right when it arrived. That's on us to fix. The good news is this is absolutely something we can still sort out — we'd genuinely welcome the chance to find an option that works for you. Whenever you're ready, just reply to our last email or reach me at [email protected], and I'll personally pick it back up. The door is open on our end. Best, The Essential Team

Response from The EssentialMay 28, 2026

Hi Bill, Thank you for taking the time to share your feedback, and we are truly sorry that your experience with this order fell short of the standard we hold ourselves to. The concerns you've raised — from the bulbs to the missing components and overall lead time — are being taken seriously and have been flagged with our QC team and the maker for review. We've reached out to you directly via email to address this further and would welcome the opportunity to make things right. Warm regards, The Essential Team

Response from The EssentialMay 18, 2026

Hi Pacey, Thank you for sharing your experience, and we're sorry to hear about the trouble with your order. We completely understand how frustrating this situation must have been. We do want to clarify that if a customer reaches out to us before an order has shipped, we are absolutely able to update the shipping address without any issue. However, once an order is already in transit, address changes are unfortunately out of our hands — this is something that falls under the carrier's control, and we are unable to guarantee any modifications at that point. We hope you can understand that there are certain situations beyond what we are able to control. That said, we always want to do our best for our customers, and we'd love the chance to look into your specific case once more. Could you kindly reach out to us at [email protected] with your order number or the email address associated with your account? We want to make sure everything was handled properly and see if there is anything we can still do for you. We hope to hear from you soon. Warm regards, The Essential | Customer Care Team

Response from The EssentialMar 7, 2026

Hi Pablo, Sorry to hear this left a negative impression. For clarity, the membership is an optional program that customers can choose at checkout to receive 10% off their order, along with access to certain member-only products. Customers can select either a $15 monthly plan or an annual option depending on what works best for them. If the membership ended up not being something you wanted to continue with, we’re always happy to review the account and help resolve it. Please reach out to [email protected] and our team can take a look. Nheryl Head of Customer Service The Essential

Response from The EssentialMar 4, 2026

Hi there, I’m very sorry to read about your experience, and I completely understand why the lack of clear updates would be frustrating. What you described is not the experience we want any customer to have. From what you mentioned, it sounds like there may have been conflicting updates provided while our team was trying to confirm the status of your order with the supplier. When an item is delayed or a shipment is being traced, we sometimes receive changing information from our logistics partners, but that should always be communicated to you clearly and consistently. I apologize if that wasn’t the case here. We would never intentionally mislead a customer about an order’s status, and I’m sorry that the communication you received made it feel that way. I’d really like to personally look into your order and help resolve this as quickly as possible — whether that means providing accurate tracking, arranging a replacement, or issuing a refund if the item cannot be fulfilled in a reasonable timeframe. Please reach out to me directly at [email protected] with your order number and reference this review so I can prioritize it right away. Thank you for bringing this to our attention. The Essential Team