New Directions Aromatics Inc

A great Canadian company with high standards and good quality products. Website is easy to navigate and provides educational materials for new and experienced natural health creators. Very happy with every product I've purchased. Accessible caring staff if you have questions, overall that makes a big difference to me. Fast delivery. You can't go wrong with New Directions.

Web site does not allow guest web site if you are a registered customer who forgot their password.stuck in a loop.had to use another e-mail to place my order.

Love this website.
Tons of info on products and its uses
First time ordering
Will be back for sure

I have been dealing with New Directions for years after I started my small business and they have been my preferred supplier since. However this year was a complete disappointment and I have lost my trust and confidence in them.
Small businesses like myself need to start planning and preparing for our most busy season (Christmas) in the fall which is when we placed our order. 5 weeks, emails and many messages later with no response, I am forced to drive 50 minutes to their warehouse in search of answers.
On arrival I’m told that my order is not ready (obviously) and that due to the backlog, they have not even gotten to their emails and voicemail inquires? I am appalled.
Now half the holiday season is over and I still don’t have my supplies. Disappointment and disaster are an understatement. Way to screw over small businesses, New Directions!

Extremely disappointed with the customer service. I have been trying to contact this seller for over 4 days with multiple calls and emails and still no response

I've been utilising NDA for over 10 years. They've always had the best customer service, but lately (Fall-Winter 2023) has been a nightmare for communications and orders being processed in a timely fashion. We still love NDA but hope this hiccup is just a frazzled remodel to create better processes ahead. (It would have been nice not to do this to your customers so close to Christmas!) Respectfully, Judith

I have order supplies from New Directions in the past, and I have never had a problem - until now. I placed an order on October 23 and still have not received it. My order status still says “Pending”.

I have made numerous attempts to speak to someone in Customer Service, I have left phone messages, I have even sent emails and still have not received any response. They were very quick to take my money though when I placed my order. At this point, I’m considering this to be fraudulent and will be contacting the credit card company.

I am very disappointed and frustrated
and have lost all confidence in New Directions as a supplier.

Another update to my review: Over a month later and I still am waiting on a partial refund. If you can please have this completed as like many customers, I am waiting on action from your customer service team. The lack of communication and failure to fulfill customers orders and refunds is absolutely inexcusable. If you’re not capable of handling the influx of orders, then I advise you temporarily close your website until you’re sure you can get orders out to customers who have given you their hard earned money. My order number in which I have an outstanding refund for is: C619054. Please act accordingly.

Update to my review below: I was supposed to receive a phone call yesterday later in the afternoon or the latest by end of day today confirming when the refund would be processed and I didn’t receive any sort of communication. This just keeps becoming worse and more unprofessional.

I’ve been purchasing from new directions for about 3 years now although 3 weeks ago I placed an order for supplies I need to fulfill orders for my own business and haven’t received my order yet other then 2 out of the 8 items and was extremely frustrated when my order arrived expecting everything to be in the box but only 2 items were in it only to find out when I contacted ND that they’re partially shipping orders - without letting customers know. I phoned them again today to see if I can pick up the remainder of my order as I need these products to fulfill outstanding orders of my own and was told that they aren’t even working on my order yet because of a new system they’ve implemented. I asked for a refund and after the agent spoke to their manager they told me that they could refund my order but they don’t know when I’ll receive my money. They can’t tell me when I’ll receive my order I placed 3 weeks ago and they don’t have an answer as to when I will receive my refund and won’t allow me to pick up my order. Safe to say New Directions has lost a long term customer due to a lack of communication and customer service.

I haven’t any discounts from your company, however I have bought a lot of products on your store online!

Not even sure I need to write a full review. It pretty clear what the issues are based on the other reviews.

I have been dealing with declining customer service from this company for years started in 2021 and has just gotten progressively worse. However, six calls over a week long period and no reply that’s a bit much. Even before their current issues their customer service was slipping and prices were rising. I wouldn’t be surprised if I didn’t get my order until next year. I wouldn’t be surprised if they just shut down. I wouldn’t be surprised if they don’t actually have inventory and are taking a make to order situation - meaning waiting until and item is ordered to procure the items to actually send to the customer. I wouldn’t be surprised at anything from them anymore. My experiences with them over the past two years of the almost fourteen years I have been ordering from them. Has taught me that whatever they were before as a company. They are not now.

I have been to this location and was there a month ago. There were almost no warehouse staff and they were very unhelpful. The front desk women was rude from the moment we walked in. The showroom was closed. All very telling signs of a business that’s struggling.

So needless to say I’m not shocked or disappointed. I am however going to caution people from ordering here for no other reason than these stressful customer situations can be avoided. Whatever good was going on at NDA is long since gone.

If I could get though to anyone I’d cancel my order but this one is going to be my last. The economy is bad enough. We can all do without the extra stress of dealing with this company. I’d say do better but let’s be honest. They don’t care, it’s a brazen move to screw your customers in their busiest season. Only a business that has no intention of staying in bushiness does that.

Hi there, I hate leaving bad reviews especially for a company that I know has good quality items but I don't know if I'll be heard otherwise.

I placed an order on Oct 29th, and my order is still pending. I've already tried to reach out with no luck, no one from your team has tried to respond to me. It's very disheartening. My order is for over $450 worth of product and is supposed to be for Christmas but at this rate I don't even know if it'll arrive by then, I'm very worried.

The other reviews are concerning as well, some have placed orders earlier than me and their orders are still in pending and others aren't even getting all of the items they bought and paid for. I hope someone from your team can reach out soon otherwise I (which I absolutely do not want to do) may have to look at a different supplier: (

I have been a loyal and loving customer of NDA for years. Recently placed an order and was given an estimated delivery date of November 2. So far I have received three packages separately with no explanation, hundreds of dollars of product that I have paid for are still missing, order says delivered online. I have submitted an online contact form, sent an email, called many times, left a message, no one gets back to me. This is my busiest season and I'm a small business so this is kind of important to get resolved. I'm really disappointed and frustrated.

*Update*
My original order was placed on October 12. After the saga that I explain above with New Directions refusing to respond to all attempts at contact, on November 8 I made another attempt asking for the unshipped items to be canceled and refunded. NDA replied to me on November 9 happy to cancel and stated they would "promptly" refund my funds. It is now November 21 and I still have not received my refund. I have now sent three follow-up emails, none of which have been replied to, and they still have their phone lines and voicemail shut off.

This ordeal has cost my business, completely wasted my time, and I will be hard-pressed to ever order from them again, and have warned every single person I know who orders products like those from NDA.

The company is clearly only concerned with optics at this point, commenting on all these people's reviews here like they care and will do something, when they 100% absolutely do not and will not. They still have their website running business as usual with no indication to shipping delays and backordered products.

Absolutely ridiculous and unacceptable. Save yourself the nightmare and headache of doing business with NDA.

As a long-time customer of NDA, especially since the closure of Essential Oil University, I've always been satisfied with the quality of the essential oils provided. This history makes my current situation all the more disappointing and disheartening.

I placed an order on October 20,2023, intending to use these oils for my last production run before the holiday season. Despite the timely payment and anticipation, I am writing this today, a month later, without any success in receiving my product or a clear explanation for the delay.

The customer service response has been underwhelming and impersonal. The emails I received were generic, providing no specific information about my order's status. The phone support was no better, redirecting me to the website which, again, offered no real assistance. The lack of direct and helpful communication in resolving this issue is surprising and unacceptable.

What adds to my frustration is seeing my order status stuck at "Pending" for over a month. It's perplexing how the payment process was seamless and quick, yet the follow-through on delivery and customer support has fallen so short of expectations. Good customer service is a fundamental expectation, just as prompt payment is from customers.

This experience has significantly tarnished my view of NDA. The quality of the product is no longer enough to compensate for the poor service and lack of accountability. I hope this feedback prompts you to ship my order and take accountability for your contribution of loss Holiday sales. Please conduct a re-evaluation of your customer service approach. Future customers deserve better, and long-standing clients like myself expect the standard of service we've become accustomed to over the years.
At this point, any response will not justify your actions of how you handled my order as your customer.

I absolutely LOVE NDA, I have been ordering from them for about 8 years now. I cannot find any other supply company that even compares to their quality. I am super sad to see that the shipping and system has changed and things are super delayed. I hope that this is cleared up quickly and they can remain the #1 supplier across canada and even the world. I have checked other places and all the ratings are 2 stars and 3 stars. No one can beat NDA.seriously. The service is amazing and the quality is the best. Please clear up the delay issues quickly NDA! =)

I have been a client since 2019 and I have always been very happy with New Directions’ products and service. This year something changed. I placed 2 orders this fall, one took 20 days to be ready for pick-up, the other is still not ready. When I picked up the first order, I was told that the second would be ready the following week - weeks have passed.

I have tried to reach Customer Service by phone, they don’t answer, I have left phone messages with no response, I’ve sent emails, with no response to them either.

I am a small business and this is my busiest season. I am committed to shows that I have already paid for. It is too late for me to find other options. I've lost all confidence in New Directions as a supplier. I am disappointed and very frustrated.

Listen I don’t believe in leaving a company a bad review but this is really unacceptable. It is not the fact that I have been waiting for weeks for my order but the the lack of communication with the customers that were once like you, a small business. If you communicated we would be more susceptible to understand. Due to your lack of communication we as business owners are losing trust in a company we once loved. Let it be know if you or any of your staff are suffering in any way at this time due to these reviews or personally, I am so sorry and I extend grace to you at this time. Why run sales if you don’t have the manpower and time to produce the items? Please do better it is not ok to not answer our calls and it not ok to send us to an email that you claim to reach back out to customer within 24-48hrs do not. I would like my money back if you cannot respond or send my products. I will be initiating a refund with my bank…you have 48hrs Starting on Monday! Have a Blessed Day!

Bed customer service this year. Looking for other supplier. Unable to deal with the company any more. Order has been placed two weeks ago but no update or notification. I'd like to give 0 start but no choice to give 1 star to post.

I’ve been a customer of NDA since 2015 and it’s always been a wonderful experience ordering from them. I’ve spent tens of thousands of dollars with them since the beginning and I want so badly for that to continue. But I’m struggling with my orders not being shipped in a timely manner. I understand they have decided to change over their systems (which seems like it would have been more appropriately timed for the new year when many businesses slow down and aren’t in such immediate demand of wholesale ingredients). To be honest all I want is to talk to a person. So far I’ve left voicemails and emailed customer service - but they won’t even let you talk to a human being. It just tells you to email them and then I’ve received an automated message telling me they can’t give me any info on my order. (Yet they’ve taken and processed my credit card payment). We are on the edge of a recession and so many small businesses are on the brink of failure, and though I understand NDA seems to be having issues implementing their new system - I fear the impact on already struggling small businesses will be significant.

I don’t want to source a new supplier. I love these products and until now, I’ve loved the relationship and responsiveness I’ve had with this company. All I want is a human to talk to me, to assure me that I’m going to get my orders, and honestly, for them to assure me that NDA Is going to remain a company to fill our wholesale needs, and that they aren’t floundering or failing behind the scenes. If that’s the case I’ll need to start looking for a new supplier.

If someone would like to contact me, I’ve left voicemails and emails with my information. Thank you.

I ordered and paid on November 02 and haven't as yet not been sent. Made numerous phone calls and sent multiple emails but no response. Is this a scam?

Customer service is terrible. I have sent numerous emails and left voice messages to get help with my order over the course of 2 weeks and no one has replied in email or phone call.

Je suis enseignante au primaire et je diffuse les odeurs des huiles essentielles d'eucalyptus, de menthe poivrée ou de lavende dans ma classe à chaque matin. Les arômes créent une atmosphère unique qui met la table pour les apprentissages de la journée! Tous les intervenants qui entrent en classe prennent le temps de humer les odeurs et ferment souvent les yeux pour s'offrir un moment de calme. C'est extraordinaire!

It is unfortunate that I am leaving a 1 star review but the company has gone downhill.

I am also affected by the recent changes of their system update from NDA. I placed an order about a month ago (Oct 20) and was informed by their system it would take likely up to 10-12 days for processing to go through and have the order shipped out. Well I waited and I received nothing. I had checked the site every day and finally decided to call CS maybe about 3 days before they shut down receiving calls. I was informed by their rep that they have placed a notification on certain products that there would be a delay because they were out of stock. I informed the rep that I did not see that on their site and that the products I purchased stated they were all in stock. Then she stated that they have a processing time on their website because they have an influx of orders. I was online and was on their site. There is nothing about processing times (there still isn't!)

I told the rep to check the site because what she is telling me isnt true and then she apologized for that. She then proceeded to tell me that my $320.00 order 6 our of my 11 items were out of stock and thats why they havent sent anything.

I told her that was fine, but when were they going to inform me of this? That is something you inform your consumer of immediately. Days had gone by and I had to follow up with the company. I thought maybe the money was not pulled from my bank account and that's why it was still pending. She agreed and I told her that she should speak to her supervisor or whomever is in management to update the site, inform people of shipping times and delays so the consumer can make an informed decision before ordering.

This is when the CS rep tells me about the system update. She states that the update began 5 days after i purchased my order. I purchased on the 20th of Oct. That my order shouldn't be delayed any more than an additional 5-7 days and they would contact me to update me on the shipping. Well I can tell you that this was a complete and utter lie on their end.

I've called- nothing
I've left CS emails- nothing

So then I turn to facebook and I find out that everyone is in an uproar about NDA and their shipping. I find out that some SBO have placed orders earlier in October 12-17 and have yet to receive their order. That other SBO have placed their orders Oct 27 for Soap supplies and oils (an order very similar to mine) and her order was shipped out immediately!

I am not sure if their new system has misplaced orders but this is ridiculous. They are not fulfilling orders by date.

I am thankful that I still have stock left to fulfill some orders, but if I had nothing there goes my holiday season. I feel terrible for the small business owners who trust this company only to be led on. I've been shopping with NDA for over 3 years and I am considering other companies or paying a premium to have my supplies come in from the USA because I cannot handle waiting like i have with NDA ever again.

I really enjoy their products and have not found another distributor with the same quality; however, I am not happy with how things have been going. I understand a new system has been in place but it would've been nice to send a mass email letting us all know there have been issues. I placed an order September 26 and just got it TODAY. Not only that but I ordered 2.2 pounds of Coffee Butter that is needed for my business and it was put in a 33.3 fl oz container with a 2.2lb label on it which is not correct. It has always come in the bigger bucket like all my other 2.2lb butters I purchase. It is nearly impossible to get in touch with anyone. Please remedy this situation ASAP at no further charge. Thank you.

Desperately trying to reach them via email and phone which is impossible. Travelling this week and need to pickup my order now! I placed my order 3 weeks ago and there is no time to have it shipped now.

Excellent service, great products, really satisfied customer. I love every product I purchased from New Directions. Highly recommended to everyone.

New customer! Ordered October 25/23 still have not received my order. Sent an on-line enquiry a week ago tomorrow…. Still no response. Tried calling this morning to enquire about my order…unable to speak to anyone just a recording advising to send an email. Just sent another email. As a small business owner myself this lack of communication and customer service is appalling! Won’t be doing business with this company again as just not reliable.