English Tea Store (englishteastore.com) has a 4.3 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Food, Beverages & Tobacco and its reputation is good. 82% of reviews are 4 stars or higher and 15% are 1 star; The business has replied to 41% of negative reviews; 45 of them were added in the last 12 months. Last updated 2026-08-10.
The tea is great but they have either changed ownership or changed the way they do things and it hasn’t been a good experience for me.
The website is intermittently not working well and they are often out of the tea I want to purchase.
They used to do free shipping on purchases over a certain dollar amount but now, it doesn’t seem to be the case. When I tried to call customer service, the person was not helpful and had kids screaming in the background.
I will be looking for a new tea company. Adagio tea still offers free shipping on larger purchases.
I have now contacted your customer service team 3 times regarding an order placed 12/05/26 which has not arrived.
I have not received an acknowledgement from you. What shockingly poor customer service.
What does a person have to do? Would never have shopped with you, but it was a gift. I would not recommend purchasing from this business as they simply ignore all contact when there is an issue.
Buyer beware part of order missing and tea isn't good
Ordered 3 types of tea, the shipping didn't take long, but they only shipped 2 out of the 3. I have emailed 2 times now, and NO RESPONSE! My assumption is I will not be receiving the 3rd tea. TERRRIBLE customer service. If I could give negative stars I would. The tea isn't even that good, very bitter and little flavor.
First time ordering. Never again. 22 days and counting, no one can tell me when the order will ship. Ordered 3/8/26 with order delivery of 3/16 - it was a birthday gift. 3/16 called and order not shipped because 2 items on back order but no one called to tell me that. Updated order, waited another week. Called again 3/23 - order should ship next day. Called 3/25 order not shipped no one can say why - "back office supervisor" does not respond. Called 3/27 still not processed for shipping. Promised a call back by EOD. No call back. The 2 reps spoken with (one has handled my calls 3 times) were very nice but ineffective. Something is broken with this company.
While the teas are excellent, and the prices good, it is simply the worst customer service I’ve ever encountered.
No communications, no updates, no responses to emails or phone calls and took 6 weeks to ship a small order which was all listed as in stock at the time it was placed.
I get that the status might be wrong on the web, but then you reach out to the customer to explain the issue, or at least respond to the emails and phone calls.
Possible scam company – Initial order placed on 23Nov25, company contacted me a couple of days later to say that only two items could be dispatched immediately (I don’t think it was a coincidence that they happened to be the two cheapest items) with a promise to send the remaining items shortly from their ‘warehouse’. I am writing this review on 24Dec25, and the remaining items are still not dispatched. Contacted company multiple items and have only received the same generic response every time stating, ‘Your partial order is currently being prepared for shipment’. Hugely disappointed as several of the items were Christmas gifts for a friend.
Do not under any circumstances purchase anything from this place! I am still trying to get my refund they took out of my account on 11/19 on a shipment that 4 out of the 5 items were out of stock. I told them 11/28 to cancel the whole order but did they listen...NO! They shipped one thing that arrived 12/5. I have asked for my money on numerous occasions and received this reply...
EnglishTeaStore_CSR
From:
English Tea Store
To:
Sheila Gordon
Thu, Dec 11 at 11:18 AM
Hello Sheila,
We did not charge you on these items and it was just on hold, once the order cancelled the hold would be released and the charge would be reflected back in 3 - 5 business days.
Sincerely,
Customer Service
Online Stores, LLC
1000 Westinghouse Drive, Suite 1
New Stanton, PA 15672
They did charge my account, the shipment received, tho I didn't want was received 9 days ago. So much for 3-5 business days.
Again, don't waste your time because all you will receive is frustration.
Ordered $70 worth of honey sticks. Waited 3 weeks to only receive 2 out of the 10 items I ordered. They took 10 days just to process the order, then Their team made a mistake with my address after splitting my order into two packages. Then when I asked for a refund for what was not delivered because almost one month is way too long, I emailed their customer service MULTIPLE times and got no response. When I finally did speak to someone they said they would handle it and I was charged again anyways which was my fault apparently because they don’t work on the weekends, how nice.
Current emails, back and forth, telling me a lot of lies!
Sheila Gordon
To:
CSVETS Customer Service
Fri, Dec 12 at 8:37 AM
Look, the order was cancelled on 11/28. The 5th piece was still shipped and received 12/5. The $39.95 was not on hold, it was charged to my card and is still there! 3-5 business days from 11/28 or even 12/5 is long gone! I will continue to give bad reviews until my money is refunded. Part of that review will be your remarks from the body of this email.
Totally disgusted with this company.
Sheila Gordon
On Thursday, December 11, 2025 at 11:18:01 AM EST, EnglishTeaStore_CSR wrote:
Hello Sheila,
We did not charge you on these items and it was just on hold, once the order cancelled the hold would be released and the charge would be reflected back in 3 - 5 business days.
Sincerely,
Customer Service
Online Stores, LLC
1000 Westinghouse Drive, Suite 1
New Stanton, PA 15672
On Wed, Dec 10, 2025, at 05:20 PM, Sheila Gordon Why can't I get my money back for the 4 items never shipped! I have asked numerous times but am ignored. This is ridiculous! I expect this from Chinese companies but not from an American/English company.
Customer service is terrible. I ordered a Christmas present and was notified one or more items were back ordered. I reached out via email and phone to cancel without response. I finally was able to contact them via chat only to be informed part if the order cannot be cancelled because it was processed for shipping, they apologized for the inconvenience and ended the chat. Will never place another order here.
Updated to add: the item they agreed to cancel wasn’t cancelled and they were delivered to my address rather than the gift recipient. If I could change this to zero stars, I would.
I've been getting my tea at English Tea Store for a few years now. I realized the tea bags I was buying in a grocery store where not only tasteless, but I was really getting ripped off by how little they give you. I found the English Tea Store, and now I buy in bulk and use my own diffuser. They have all the fancy flavors, but I like a black tea (Irish Breakfast), really strong, with milk and sugar. Yum! They have good prices, fast delivery, and other English goods too, like food, Christmas & kitchen items.
