Frey Reviews 

I recently requested to cancel my subscription with
Frey. The customer service person was kind, and understanding. While he/she tried to get me to stay, they didn't push too hard. They gently let me go which was much appreciated. I liked the product, but my clothes need a change in detergent.

Very pleased with the service, with understanding of my question, Thank you. I will recommend you to everyone!

TLDR: Leaking bottles, poor packaging, deceptive marketing, wonderful smells. 
Initially ordered in Nov 2021. The smells are unique and I love the idea of a "booster" so I can add just a bit of scent to my laundry. I pair with an unscented detergent and then put a pump (or two or three!) into a load.

I quickly noticed that the bottles leak. It says to shake them and when you do, it gets all over (hands and other areas that are NOT the inside of the laundry machine) thus wasting product. Also, it leaks when you simply pump (no shake). 

Additionally, I noticed their website touted #250,000 5-star reviews. I went to see if other reviewers had the same problem, but quickly saw there were no actual reviews posted other than some snippets of so-called 5-star reviews. If a business only puts up 5* reviews customers can't get an actual sense of people's experiences or preferences. This is a deceptive marketing practice. How many NON-5 star reviews are there? Are the #250,000 5-star reviews out of 300,000 total reviews? Or out of 700,000? With no context provided, this is useless. 

I notified the company of the pump leaking issue, the reviews deception concern, as well as some other backorder concerns. I got a pretty standard "we'll let our team know of your concerns" response and I said I would wait to order again hoping they would work out some of these issues. 

In June 2022 I decided to replenish my scent booster supply in hopes they'd fixed the bottle issue. I noticed when I went to order that their website continues to contain deceptive marketing, however, they have reduced the amount of 5* reviews they claim to "245K+". Hahah. What? Well, to be fair, you can now find non-5* reviews but they are buried. 
I ignored my skepticism because I really like the scent and wanted to believe! 

My product arrived (4 bottles of booster) in a box with very little protection to prevent the bottles from moving around. One of the bottles pump was twisted open and product had leaked all over the box. I notified their customer service team and I was offered to be refunded "proportionally for the amount of product that leaked out". Hahaha. Again, WHAT? I asked for a replacement since >half the bottle had leaked.  

I just received my replacement bottle and this one has ALSO leaked during transport (this one was shipped with no protection in a plastic mailing bag). This is ridiculous and disappointing. Many companies ship liquid products without this happening. 
I fear I must be done with Frey.  Sad because I love this scent and there isn't anything else on the market like it that I can find. But, I haven't had a single order or product not have some defect/problem. Womp womp.

UPDATE: when told about the second shipping leaking issue they assured me it couldn't possibly be their fault and instead the carried must not have been careful enough. GTFO

Just received my first order!!! And literally placed a new order to try the rest of the scents. I’m in love with the cedar amber and moss. I wish they would make the Chamomile white tea and Eucalyptus into a detergent 😭😭😭 I hate doing laundry and the way store bought brands smell . Yes it’s pricey but it’s worth it and the customer service is fire

Very fast and high quality work was done.

Customer service was friendly, quick to help and they made sure to follow up and check to see if everything had been solved for me!

A big thank you to Frey!!

I am very impressed with the services these people provided to me. All the items delivered to me on time and are rich in quality. My mom got really happy after receiving them. 5 stars!!

First and foremost, EXCELLENT products! And trust that if something actually does go wrong with an order you will get top notch customer support and a very speedy response time.

Worst experience ever!!!! they only sell in bulk. so there goes $40. for laundry detergent - or about what I spend annually. still, I want to lessen my carbon footprint and how bad can it be? well, let me tell you - I am allergic to this stuff. puffy eyes wheezing allergic. but it takes a while to figure out what's causing it. So, too late for a refund. so am I out $40.? No, twice that because I have to rewash everything I own. Yay! these people are entitled and have the worst business practices ever!

We love this stuff. Really wish they would sell it in stores. We have been ordering on and off since 2017. I forget which scent is original now that they have names but that is the one we like. luckily it is the one I am not allergic to also!! I get sick of using unscented detergent all the time! Thanks Frey!!

PS: I am trying to order more now but have an issue and am waiting for an email back from CS.

EDIT BASED ON RESPONSE: Liars. If you aren’t trying to silence people, why did you block me on every social media platform? Me and how many others? Who knows how many customer complaints have been removed? I was not vulgar or abusive, just honest. Furthermore, I don’t appreciate being treated like I am stupid for not seeing the subscription. It is NOT clear and you know it and count on it. Frey has close to 200 complaints on the BBB site for exactly this issue. Are all those people too stupid or unobservant to notice the subscription trick? Or is it statistically more likely that FREY TRICKS CUSTOMERS INTO THE SUBSCRIPTION AND FREY IS A SCAM?

Yes, I have already reviewed them but I need to revisit this. Notice how Frey responds to every positive review and ignores every negative one? It's worse behind the scenes. They forced me to provide PROOF of my experience, which I did, in order to keep my review visible. And if they need verification of THIS experience, well, it happened right here on TrustPilot who thankfully has enough integrity not to remove truthful negative reviews. I wonder if positive reviews require verification? And I wonder if, since they are so transparent (ha!) about their "subscription," why they invest so much time and effort into making sure those who complain about this SCAM are silenced. Well, Frey? I will be waiting for a response. BTW- the TrustPilot employee who worked with me can verify that this happened, so try again. They must have a whole team doing nothing but suppressing truthful reviews about how they RIP PEOPLE OFF.

So apparently your one dollar sample set comes with like a sixty dollar subscription that they will rudely tell you they make very clear -- pretty obvious from these reviews ad the ones on the BBB site that they don't. And you can't cancel the order either. They expect you to pay like twenty dollars postage to return it. It's also totally gross and unsafe to resell soap and shampoo that has been returned. Who knows if it was tampered with? It is just to worth the headache of trying to get your money back and get them to stop charging you, not to mention being treated like your stupid for not knowing about the Frey subscription scam. This is a terrible way to treat customers. If people want a subscription, they will let you know. Frey is a scam. Don't fall for it.

Ingredients contain “fragrance.” This would be fine if the products were not advertised as “healthy,” “natural,” and “without all the toxic” ingredients. Also, I saw the BBB ratings, and WOW, the ingredients aren’t the only problematic aspect of their products.

If you purchase a sample kit for $1 they sign you up for a subscription service. This is pretty clear on their website. It is NOT clear on their mobile site AT ALL. In fact, unless you scroll past the place to request the sample you won't see it at all. I requested/paid for samples on the mobile site. I saw nothing stating there was a subscription.

I emailed the minute they sent the first package and asked them to fix this. I thought they did. They did not. So, two months later I get notification that they're sending another one. They end up charging me $53 for something I didn't order, didn't want, and sent me a scent that I'm allergic to in a box I haven't even opened.

This time I text Customer Service and get someone who insists it's clear and sends me screenshots of their website. I send back a screen capture video of the entire sign up process (for the samples) showing that there's nothing stating I'm signing up for anything. She insisted that it shows you at Checkout. It does not. I used Apple Pay, there's NOTHING stating you're signing up for a subscription.

I tell her I'd already emailed once to ask that this be taken care of. She insists I did not email. I send a screenshot of the email. She ignores that completely.

The next 20 minutes is filled with passive aggressive and demeaning comments from Customer Service. They refunded the current one they hadn't shipped and refused to do anything about the first one.

This is a scam. It violates FTC guidelines. I will be reporting them and encourage anyone else this has happened to do the same.

I got the Frey sandalwood detergent and was quite impressed with it. The scents were incredible, and a small quantity went a long way. I wish I had more funds to buy more.
My first order took hours to come, but eventually did. It is just the icing on the cake.

The smell, being environmentally conscious and the improvement to the pump…. this will be my detergent for the remainder of my days!!

I absolutely loved the blue set. It is hands down the best smelling laundry detergent I've ever used. The scent reminds me of Clinique Happy, which is one of my favorite perfumes.

This company is a scam. You order a free sample and they charge you later for a whole box of their products, without permission and without clear notice on the free sample page. The only reason I gave 2 star is that they cancel the package and refund the money

I HONESTLY think that Frey is the best product to come out ever!!! I'm rarely blown away by anything nowadays, however, the samples of laundry soap that I received were sooooooo excellent. Just a tiny amount went a long way and the scents were unbelievable. I wish I could afford to buy more. The best product ever...no joke!

I’ve been using FREY for years now and truly enjoy their products. If you’re looking to up your laundry game this is the brand to use period