New Directions Australia Review

Attended a Work Shop this Was Great! Loved going to this place. Great online Service too! Always good service.

I have been a customer for a few years now and i wanted to make an essential oil atomizer to sell to my clients online and the wonderful chemist at New Directions was so helpful with what is required to get the best out of my sprays, explaining shelf life, preservatives and how it all works. I have always received great service from all the staff there at New Directions and the little gifts i get in my orders every time i order. I just want to say keep doing what your doing and thanks for being so knowledgeable and so eager to help. I will always highly recommend New Directions to anybody who is looking for quality products.

I have worked with the NDP team on multiple projects and highly recommend their services! They provide a one stop solution for your branding needs.

Excellent communication and transparency throughout the entire experience and the quality of the product is always on point!

Our school was so happy to purchase our school labelled Totes from New Direction. Communication was always replied same day and our bags look fantastic! Looking forward to purchasing more personalised merchandise in the future.

Your chemist is absolutelly wonderful and extremelly knowledgeable, although your showroom staff are rude, dismissive and seemingly uninterested in helping to answer any questions.

Until I find another supplier with the product quality i am looking for I will only shop online as to not have to interact with your staff face to face.

It's beautiful shop.
It's 15min walking distance from Marrickville station.
You can only purchase on web sight, but you can bring some products back to home from the shop. It's actually warehouse , not a shop.

New Directions have been an absolute pleasure to work with. Such great service and quick turn around on delivery of top quality products.

New Directions is worth a visit. Look around and get inspired; to make your own products or buy gifts. I buy their Sweet Almond Oil, comes in bulk sizes at low cost.

Extensive selection of products, excellent customer service.

The products are excellent and extremely good value for money. I have always found the customer service to be excellent, very friendly and knowledgeable staff.

Anthony from New Directions has been amazing in helping me find the correct product and answering all questions I have. I ordered gift boxes and they're just what I wanted. Will definitely be going through New Directions again.

Senali

We have been to your shop at least four times this year and every time the services seem to be getting bad.Today we made an order in the counter and were told our order was going to be ready in 10 minutes.Surprisingly it ended up being half an hour till we had to ask another lady why it took so long. We found the products had been placed aside and no one bothered to let us know they were ready. After paying and when we checked, one product was missing. They seemed not to even care about this.

Really easy/ direct and awesome product varieties! Worth the money given shipment time and product quality.

My product was exactly as ordered, with fast delivery. Excellent service, thank you.

Was very happy with my order. I found New Directions Australia to be less expensive and actually have the products I wanted in stock, unlike many other merchants that sold the same things. I will definitely be back, thank you.

New Directions refuse to refund even when it s their mistake in getting the order specifications wrong for custom made presentation boxes. This is despite showing display samples to Anthony Trad for the exact features and quality I needed. When the boxes arrived about 50% of them were defective and all were of such poor quality that I couldn t use them. It s many months later now, I ve lost the orders for my products and I still don t have a refund. Less than a one star rating to New Directions!

My answer to New Directions response:

The delay in alerting you about the boxes included the Xmas period and a consideration on what I could possibly do with the inferior quality boxes. By the beginning of January 2018 I came to the conclusion that I had no use for them. I didn t open all the cartons because the inferior quality was the problem and to top it off, out of the carton I opened nearly 50% were defective. I delivered samples of the defective and inferior boxes by January 15. After the return of all the boxes your quality check found 209 out of 500 boxes to be acceptable or without defects like scratches and glue marks. But you didn t accept responsibility for the inferior quality of the entire order and the fact that the boxes were not the quality that I asked for.
After dealing with your company I m actually not surprised at your misleading response to my complaint which i can prove is valid and backed up by email evidence on the facts.
My guess is you re not a stranger to the department of Fair Trading.

If you bought any cosmetics ingredients in New Directions, you should be prepared that your lotion will fails and guar gum in shampoo separate! If you ask them to take their products back - they will refuse!

On a holiday last year, I accompanied a friend to the New Directions showroom in Marrickville, Australia. She is an aromatherapist and beautician and wanted to inspect some goods. The store itself looked impressive but closer inspection showed the superficial aspect of this - one salesmen in particular gave off odd vibes and most disappointingly, I found the quality of oils did not measure up to expectations of therapeutic grade that I have seen in the US or Germany. I have since discovered better wholesale places to buy in Australia which offered a good deal, and would recommend retail products like Springfields also as an example of exemplary essential oil grade products (with long shelf life as essential oils should be). For essential oils, you do get what you pay for and style over substance is essential.

Ive been ordering oils for years now they were very polite people at first but at xmas time i had a delivery and the truck drove into the driveway to deliver products but as he reversed out he hit a wooden paling that was part of the gate and split the wood. i had to get a new part for the gate! They didnt do anything about it!

One of the worst companies I've ever had the displeasure of knowing.
TRULY DISGUSTED!
I have deleted them from my: Facebook page, and all of their homepage shortcuts from my devices.
There are plenty of companies out there doing the same, or better, at the same or better prices and who actually know how to treat a customer!

Love New Directions. So much product selection and service is second to none. Well done.

Detailed product information on website, prices are excellent, speedy delivery.I highly recommend New Directions,and have been using recipes available on the side, to make perfume.

Great service and really good products. Louise from BusyBeeBlossom.

Great variety to choose from. Everything came really well packaged with prompt delivery. I will be back! Thank you

New Directions is amazing. Customer service is always fast and my queries are always answered. A special thank you to Emily who is always helping me out! Products are perfect. Thank you!

You can get essential oils and organic products at a reasonable price!

Love the place, the building and decor. Spend far too much time in there browsing all the products. Great place for Christmas presents !

The best in the business. I compared a cart with Australian Wholesale Oils, not only is it cheaper, their range is bigger aswell. The quality is amazing and their resources are incredibly useful when starting up a small business like i did. It s your one stop shop for everything. I would recommend picking up your order from the warehouse if possible due to delayed delivery times. I placed an order for pick up late last night and they have it ready for me the morning of the very next day!! Amazing. I will continue to shop from here and only here.

Everything needed under one roof. Friendly helpful staff. No hassle easy order and pick up.

Sent an email to them asking for assistance, they don't even bother to reply.

Amanda, the consultant chemist has been incredibly helpful for us. We are a small startup brand navigating through the minefield of selecting vegan, sustainable ingredients for our skincare range. She's been patient and a hugely informative teacher. Thanks Amanda!! Rebecca

Recently I used the New Directions water-soluble massage oil. It is disgusting. Feels tacky and smells like glue. Never using it again.

Great products, website easy to navigate, very fast shipping and everything is well packaged.

You can get essential oils and organic products at a reasonable price!

First time ordering, great experience, really good pricing and the products arrived perfectly packaged and fast! Zero complaints

Amazing discovery! Couldn t believe how affordable the products are.
Very happy friendly staff.

Amazing customer care. Personal contact and assistance via phone during difficult times of CO-Vid restrictions. Product was delivered promptly and we'll packaged. 100/10

Thank you from ordering to delivery everything went super smooth and the products are beautiful and just what I expected. Thankyou so much also for the lovely free gift !

My first time using New Directions and I spoke with Marco who was so helpful and informative, I got my order very quickly, Much appreciated!

The team were very quick and helpful answering all questions and producing everything within a very tight deadline.

Quick and easy to order, will be ordering again. Great prices and quick delivery. Very happy customer.

New Directions have been absolutely fantastic to work with, they are always prompt with any quotes and queries and go above and beyond to assist. The product quality is exceptional and turn around time is second to none. I would highly recommend them!

I love this place and could spend hours here. The building is very beautiful and the showroom is exquisite. I've had nothing but good experiences from the staff.

They have a great range of base products - salts, clays, oils and acids. The only problem is they aren't open on weekends !

This co great to deal with, Amanda is super helpful and extremely knowledgeable with oils
Products are quality and prices competitive.
Del good and fairly priced . Wendy

After placing an order and paid in full , none takes any responsibility to talk -with manners over phone! 2nd time this has happened now. 1st I bought a base which i was told how to use over email and when I called on a Monday that it wasnt working as per their instruction, they said call back on Thursday when Amanda returned. None ever called back!! None replied to my email!!!

Its sad to see hundreds of dollars of orders that we place are not attended to and none cares to answer when called - I was spoke rudely to today and that was totally uncalled for. The man literally shouted at me over the phone that why was I calling - order will be sent in 5-10 days when ready!!!!!!!!!! Outrageous customer service. You should be so ashamed of your behaviour today sir.

Really awesome shop, well laid out and really helpful staff. Thank you!

Great customer service, very prompt in their response and willing to go the extra mile. Professional, timely, and kind. Sharleen was especially lovely to place an order with! Highly recommend!

Great product . Great service, let down badly by courier.

New Directions is amazing! Their actual store has everything that you need under the one roof. The products are really affordable and the staff are really friendly. Also received a free gift which is always a bonus!

Thank-you for your help. I called about some formulation advise and was extremely satisfied with the service received. I will be ordering regularly from here on. Thank-you!

Received goods promptly and they were exactly as pictured and work well.

Thank you, online purchasing was a breeze, fast delivery considering the times. A vast selection of products and sizing to suit all budgets. Will be definitely repurchasing through your store :)

After finding New Directions web site I was very impressed. The place has a beautiful showroom. But thats where it ends. Abrupt and rude service is what I found. I am sorry you are busy on a hamster wheel - but it's not my fault!
dread going there again!

I placed my first online order for small amber aromatherapy bottles and used New Directions because they were the cheapest. My order showed up within the week, very well packaged with no breakages and good sturdy bottles. I was very happy, thank you.

I have ordered from them multiple times and always had really good experience.
They have wide range of ingredients/products available and prompt delivery time even in COVID. Thanks

they should update their info. went all the way there to the showroom justto find out it is closed until further notice

My first experience dealing with New Direction, the service was excellent and the products were better than expected at a very reasonable cost. Will be purchasing from them again in the very near future.

Their products are not too bad, but their packaging methods are terrible... cubes of foam, unnecessary plastic bags with zip ties. I'll never buy anything online from this store again. I'm very disappointed.

Went to the showroom and it looked impressive - that's why I give one star.
Staff is rude and impolite. I will not visit again.

I have been a customer of new directions since they opened in Glebe, i am always left in admiration of the innovative, creative and depths of advancement they put toward education and new products. As a business owner I could recommend new directions more highly to all beauty, aroma & cosmetic creators

Love the huge range of certified organic, raw materials & cosmeceutical products and ingredients.

The customer care and service is always wonderful.

Many thanks new directions for the many years of contributing to my business!

I love this place. Love the banter and the fact everyone has a good laugh there. I visit 2/3 times a week and always get greeted with coffee, cake (a sandwich once) and good banter. Best cafe I've ever been to ;) I cant recommend this place enough. x

I am a regular customer and i know this business for more than 10 years, still same customer service and their products are very reliable and good quality, price wise very fair. I love you guys. cheers !!

You can purchase EO and natural cosmetic ingredients
Where packaging materials can be ordered and purchased

I have been happily dealing with New Directions for over 3 years....but when they arbitrarily changed their Rose Geranium essential oil options, I attempted to match my previous fragrance, but based on "stem flower and leaf" versus "stem" as the description you could forgive me for being a bit unsure. I checked in with them, ended up with the more expensive option and was sent the most disgusting smelling stuff. I am now attempting to get a replacement or a refund...and it's like getting blood out of a stone. Rubbish ...extremely pissed off.

Excellent service. Lovely staffs. Love the products. Love, love love

Amazing place with a great product range. Staff are very knowledgeable and friendly. Highly recommended !!!

Customer service is great and products to a high standard. Definitely recommend :)

What a pity I could not find out the postage rate for delivery without first disclosing my name, address and other personal details. And of course I understand a postcode is necessary for determining that - but not name, address, business type etc.

I choose not do business with a company that is so secretive that it does not even give an email address (at least I could not find one on the "contact us" page.). Maybe the Covid statement hides it. ND are open with a phone number (tick) - but no email (suss). Why?

There is nothing to suggest New Directions is other than a fine company to do business with - EXCEPT their collection of information that is not needed, prior to commitment by a potential customer

Too many online businesses have $ prices, but $$$$ delivery charges. I am happy to pay a bit more, with a company that does not seem to harvest me for lists, and can tell me the total bill BEFORE private and marketable information is given.

Love dealing with New Directions. Great customer service and fast shipping!
Purchased a 100% Hinoki essential oil with them recently which come with certificates on request, its amazing!

We have used ND for a couple of years now. The service is excellent & products are the best we have had! Thank you Adam! Jenn & Gem
Palmaira Sandals Australia.

Amazing service and great prices. Staff were helpful, friendly and professional and the product supplied was first class which has led to more orders.

Wonderful displays, very friendly staff, professional advice. Definitely recommend it.

I have been using this company for a few years now & have been moderately happy with them as I have a physical disability & can't get up their stairs, they always bring my orders to me on the street. I guess I am a small time buyer as I make my own face cream & healing zinc products for the skin. However in these times of Corona the shop is shut & I had to have my order delivered. The package came. I checked it off & realised the lavender oil was missing. I phoned the shop got hung up on the first time then got put through to the aftersales person. After asking me several times that the oil was not there (which infuriated me internally) I was told I could pick it up from the loading bay. I said I had to do this after work. I was sent an email with a number on it when I went to the loading dock.
I guess what has led me to write this is at no time did anyone say they were sorry for the hassle, no-one took responsibility to apologise & in fact because I was asked several times to explain I guess they were thinking I did receive the lavender oil. I paid nearly $14 for delivery with 1 oil missing, then I had to go & pick it up. BTW there where no instructions on the email where the loading bay is, I had to google it! Not a happy camper.

I was recommended this company by Lotus Oils NZ, and ordered a few different essential oils and love all of them- the scent lasts a long time and are natural smelling. And I got a free hand cream that I absolutely love. Thank you New Directions! I m stoked I was recommended to use your products.

Seems sense to shop close to home now than via China actually freight costs from China is . New Directions seem really efficient and prompt with a given answer in quickly. I like them that's why they get 5 star

Phantastic customer service and fast processing! Very refreshing. Thank you

Great website and very easy to purchase their great products from.

Great store great products
Staff rude and unhelpful

Great after sales service - so important when you live in rural areas of Australia and can't always get to the show room. Many thanks. Lyn

Great Australian company with excellent customer service. Can t wait to receive my boxes! Huge thanks to our account manager Anthony who is diligent, quick to reply and always helpful!

New Directions have been making my By Charlotte packaging for over 4 years now. They are vert professional and their product is just perfection! The product arrives on time and is of very high quality. They will always have my business!

Fast Delivery! Packaging arrived in great condition. Quality Products!

I have had these oils many years ago, from my sister with a diffuser as a birthday present and loved them. I have just purchased a new diffuser and remembered these oils. Absolutely wonderful they are so aromatic and my house smells beautiful.

Have been a client of New Directions for many many years now. They are excellent to deal with. Efficient, professional. Nina my Account Manger is an absolute joy to work with. Highly recommend !!

I highly recommend New Directions Packaging! I have been working with Adam and the team forever and they have helped us create numerous bespoke packaging designs for our client.

They can turn anything around for us even when we give them the shortest most impossible timelines!

From beautiful Christmas boxes to large scale corporate branding New Directions can do it all.

They always have a solution for what we are after and bring our ideas to life.

Looking forward to the next project!

Love this place. The staff know their products to an impressive degree. They carry a wide range of essential and carrier oils as well as other raw materials including clays and other ingredients you can use to manufacture your own cosmetics from scratch.

I am very much looking forward to being able to browse their showroom again once COVID restrictions ease, it is a soapmaker's paradise.

Thank you New Directions team for all of your help over the years.
Vanessa, @good.natured.soap

I cannot recommend higher. Emily at New Direction packaging made the whole process extremely easy. I find packaging very overwhelming and nerve wracking and I couldn t be happier with my custom boxes. The quality is incredible and the printing is beautiful. Thank you.

products are always fine, its frustrating having an order cart of $52 end up costing $75 after GST and shipping are added. Its pretty normal to show GST in the price for online shopping.

thanks for your response, I understnad the GST system. My point is its unsual for a retail products website to show prices ex GST.

Adam and the team at New Directions are exceptional! I have worked with New Directions for a number of years and strongly believe the product and service offering is world class. I highly recommend.

We use new directions for all our packaging and marketing collateral

They are the best, Highly recomended

The manager working in the showroom who may well be the owner is downright rude, appalling and has a complete lack of respect for staff or customers. Each time I have been there he has spoken rudely to either a staff or a customer. I have been a regular customer of New Directions for the last 6 months but since he turned his rudeness on to me as a customer in front of other customers and his staff. I use Organic only products so I definitely DO NOT rely on New Directions for my raw materials as I can get them from somewhere else. I have mainly used them for getting my bottles and lids but I will certainly be looking somewhere else until that unkind man either leaves the company or kept behind closed doors away from customers and staff. Why should anyone keep supporting a company who clearly has lack of value, respect and kindness at their core. Feel very sorry for the staff who works under this man.

I recently purchased Shea Butter from them. The quality was so good. I m really happy coz I found out this place. Even the website is maintained well and easy to find anything you need. Customer service is also excellent. Sandy handled my order. She was so helpful and kind. Can recommend to anyone. Thank you so much!!!

I heard about this place through a friend of mine so I went to check it out.
The building is big and beautiful. I got the wow as I walked up the stairs.
Then the wow faded a little as I wasn't really getting any customer service for it to be good or bad. I was even looking around for it. When a nice young lady finally helped me she did a great job at getting me what i wanted but seemed too busy to help with anything I wasnt sure about.

I loved this place and their products right up until i send 5 plus emails asking the same question over a month with no reply. I have emailed them a lot using the email address given on their website they either are very late in replying or they don't reply at all. I cant stand that. That is why I am giving them 1 star. Nothing is more rude or annoying as a customer than to be ignored.

Awesome products and reasonably priced. Good customer service and quick delivery.