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        "message": "Hi Tanith,\n\nThank you for speaking with us directly and giving us the opportunity to look into this properly. We're glad Jonathan was able to resolve this for you. \n\nWe're genuinely sorry that the cancellation process caused you so much frustration and that your experience left you feeling unsupported. This is never how we want any customer to feel, especially someone who has been with us for such a long time.\n\nWe can confirm that your subscription has now been fully cancelled, and as discussed, we have issued refunds for the last two payments as a gesture of goodwill.\n\nWe also want to reassure you that your feedback around the cancellation journey has been taken seriously.  We are already reviewing improvements to this, including clearer subscription management steps and reminder emails before upcoming charges.\n\nTo clarify, your subscription was set to a 56-day frequency rather than monthly. Regarding pricing, this has changed over the years due to increased costs across ingredients, manufacturing and fulfilment, but the formulation has not been downgraded or reduced in quality.\n\nThank you again for allowing us the opportunity to resolve this directly with you. We really appreciate your follow-up message confirming that you now consider the matter dealt with. \n\nBest,\nAmelia",
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        "message": "Hi Anna,\n\nThank you for taking the time to leave such kind feedback.\n\nWe’re really pleased Nicole was able to help with your subscription query and explain the available options clearly. It’s lovely to hear you’re enjoying both the products and the service.\n\nBest,\nAmelia",
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      "text": "Have used various products from Feel for a few years now and the customer service team have always been fab. \nJonathon has just helped me sort out an issue due to me having two subscriptions instead of one. Fully recommend the company. ",
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        "message": "Hi Alison,\n\nThank you so much for your lovely review and for being with us for the past few years.\n\nWe’re really happy to hear our customer service team have consistently been able to help, and that Jonathan was able to sort the issue with your subscriptions. Your recommendation means so much to us.\n\nBest,\nAmelia",
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        "message": "Hi there!\n\nThank you so much for your wonderful review.\n\nWe’re so pleased to hear you’ve been enjoying our multivitamins for such a long time and that the Feel Menopause supplements have helped with symptoms like brain fog and hot flushes. It’s amazing to hear they’ve made such a positive difference for you.\n\nThank you for continuing to trust Feel.\n\nBest,\nAmelia",
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      "text": "Update: Following this review, the Head of Customer Service reached out personally, issued a full refund without requiring a return, and acknowledged the situation should have been handled better. I appreciate the way this was ultimately resolved.\n\nI had been a regular customer and generally liked the product, but this experience has really put me off continuing.\n\nIn early April, I contacted customer service to resolve a duplicate order. In that same message, I clearly explained that I didn’t need my next delivery for at least 6 weeks as I already had excess stock.\n\nThe duplicate was cancelled, but my request to delay the next order wasn’t actioned or clarified. Instead, I was later told my next order would still be going ahead on 28 April.\n\nAs a result, I was charged and sent another delivery I didn’t need, leaving me with far more product than I can reasonably use.\n\nWhen I raised this, the responses were polite but ultimately focused on explaining why the order was processed “correctly,” rather than acknowledging that my earlier message should have been handled more clearly. I was offered either a return for a refund or a partial refund to keep the product, but no real ownership of the situation.\n\nI understand policies are in place, but as a customer who flagged this in advance, I expected clearer communication or action at the time—not to be left dealing with the consequences afterwards. Good customer service isn’t just about policies, it’s about listening and acting on what customers are actually saying.\n\nOverall, this felt like a preventable issue and the handling of it has been disappointing enough that I’ve decided to cancel my subscription and look elsewhere.\n",
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        "message": "Hi Hayley,\n\nThank you for updating your review and for giving us the opportunity to resolve this directly.\n\nWe’re genuinely sorry that your original message wasn’t handled with the care and clarity it should have been. We understand why this caused frustration.\n\nWe’re glad Jonathan was able to reach out personally, cancel the subscription, and issue a full refund without requiring a return.\n\nYour feedback has been taken seriously and reviewed internally so we can handle situations like this better going forward.\n\nBest,\nAmelia",
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        "message": "Thank you so much for your review! We’re really sorry your original order was lost by the courier, but we’re so pleased to hear that Amelia was able to step in quickly and get a replacement sorted for you.\n\nWe really appreciate your patience throughout the delay, and we hope you love Pro Collagen once you get started with it!\n\nBest,\nJonathan",
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      "text": "Incredible customer service from the amazing We Are Feel team! Friendly, fast and efficient. Love their products and love them! Particular shout out to Nicole :) ",
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        "message": "Thank you so much for such a lovely review! We’re really pleased to hear you’ve had such a positive experience with the team and that you’re loving the products as well.\n\nNicole will be so happy to read your shout out too, thank you for taking the time to share such kind feedback!\n\nBest,\nJonathan",
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      "title": "Thank you, Jonathan for all your help.",
      "text": "Thank you, Jonathan for sorting out the issue of automatic billing for cancelled Pro Menopause Gel subscription, I have received payment in my account.\nWill order more Feel Collagen Powder and Menopause Tablets, when my supply runs low.\nThanks, once again, for all your help.\nCollette",
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        "message": "Thank you so much for your lovely review, Collette! We’re really pleased we were able to get everything sorted for you and confirm the payment back into your account.\n\nIt’s wonderful to hear that you’ll still be continuing with Pro Collagen and Menopause in the future as well. Thank you again for your patience and kind words, they really do mean a lot.\n\nBest,\nJonathan",
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      "text": "I started the Feel Pro-Metabolic as I had seen lots of good reviews on social media. I am perimenopausal, was constantly bloated and couldnt lose a pound of weight. Since drinking a sachet a day I have had no bloating, I can go a bit longer without snacking, alongside a healthy diet I have now lost a stone and it just makes me feel better. The monthly subscription saves me money and the loyalty points earn me rewards and even more savings each month. The website is easy to use and has so much info. I would recommend others to try this. ",
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        "message": "Thank you so much for sharing your experience! We’re so pleased to hear that Pro-Metabolic has been such a positive addition to your routine, especially with the bloating, snacking, and overall wellbeing improvements you’ve noticed.\n\nLosing a stone alongside building healthier habits is an amazing achievement as well, so thank you for trusting us as part of that journey! It’s also lovely to hear you’ve been enjoying the subscription savings, loyalty rewards, and using the website with ease.\n\nWe really appreciate the recommendation!\n\nBest,\nJonathan.",
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      "title": "Terrible company",
      "text": "Terrible company. Keep sending me bundles after I cancelled the subscription 2 times. They set up new bundles and more products delivered. \n\nNo benefits from the vitamins or smooth skin. I don't very often write reviews, but company has taken a lot of my money, and its still not resolved.",
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        "message": "FINAL EDIT: 20/5 - : We're again trying to reach you, hence updating our review again, please do contact us on hello@wearefeel.com and reference this review.\n\nEDIT 29/4 - : We are again updating our public reply so you are notified - we are trying to get hold of you to resolve the issue and support you the best we can.\n\n28/4 - I was very concerned to see this review and wanted to step personally. As Head of Customer Service, I want to get this investigated and resolved for you as quickly as possible.\n\nWe have already requested your Trustpilot contact information so I can review the full account history, including the subscription activity and orders mentioned, as this certainly does not sound right from what you’ve described.\n\nPlease respond to our request with your details so I can personally take ownership of this and address it properly.\n\nBest,\nJonathan\nHead of Customer Service",
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      "text": "I had a small issue with a missing item from my order, which was a bit disappointing at first. But Anfel was really friendly and helpful throughout! They took the time to look into it, followed up for me, and made sure everything was sorted. I was reassured that the missing item will be included in my next delivery. Really appreciate the great support\nthank you, Anfel! ",
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        "message": "Thank you so much for your lovely review! We’re really sorry again about the missing product initially, but we’re so pleased to hear that Anfel was able to support you throughout and make sure everything was properly followed up and resolved.\n\nWe really appreciate your patience and your kind words about the support you received.\n\nBest,\nJonathan",
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        "message": "Thank you so much for your kind review! We’re really pleased to hear you’ve been happy with both the products and the customer service.\n\nWe truly appreciate the recommendation!\n\nBest,\nJonathan",
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        "message": "Thank you so much for the review! We're so pleased to hear that Anfel was able to help rearrange your subscription quickly and smoothly for you. We know adding products and adjusting subscriptions can sometimes feel a bit confusing, so it’s great to hear the process was made easy.\n\nWe’ll be sure to pass your kind feedback on to Anfel as well.\n\nBest,\nJonathan",
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        "message": "Thank you so much for the review! We're so pleased to hear that you've noticed such a significant improvement with our Pro Collagen Type 2, especially with the discomfort you were experiencing in your knee joints. It’s wonderful to know it’s made a real difference for you over the past few months.\n\nWe really appreciate you taking the time to share your experience and support.\n\nBest,\nJonathan",
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