Previous Secret Shopper Reports

Store location: East Anglia
Issue enquired about: A young woman with an ongoing problem with tiredness that has no medical cause

First impressions

My first impression of this store from the outside is that it is very small and possibly a bit cramped. The shop window is filled with promotions – it’s all very bright and colourful but also a bit chaotic. It’s hard to see inside the store because of all the posters and displays. It is also covered in scaffolding at the time of my visit, which doesn’t help with the overall appearance.

Verdict: 6/10

Store layout

As I walk in I realise that my suspicions were correct – the store is tiny. It’s well lit though and although there’s not much space, it’s bright and has a welcoming air. I’m greeted as soon as I walk in the door, which I appreciate.

The counter is right in front of me and there are shelves heaving with products to the left and right. There are no aisles because the shop is so small. I am the only customer in there at the time but I wonder how many it could comfortably fit on a busy day.

The right hand wall is devoted to supplements and they are grouped by brands rather than purpose. There is an impressive range from all the top brands plus some others that I’m not familiar with. The left hand wall is devoted to natural beauty products and I note that there is a very good selection.

I don’t see any eco cleaning products and there aren’t many wholefoods – a few protein powders and shakes seem to be it. There are more promotions under the shelves and on the shop counter, which is also filled with displays of natural nail varnishes and chocolates obviously designed to catch the eye when paying.

Verdict: 6/10

Personal attention

There is one shop assistant standing behind the counter, wearing a white coat and a name tag.

After greeting me, he gives me a few seconds to browse before asking whether I need any help. I explain that I have been feeling very tired for a while but my doctor can’t find any medical reason for it. He doesn’t really ask me much more about my problem, such as how long it has been going on for and whether I am following a healthy diet. He doesn’t ask me about my sleep quality or stress levels, which I would have expected. He recommends Bio-Strath Plasmolysed Herbal Yeast Liquid, and explains that it’s a good general remedy to boost my overall health and energy levels.

He is very confident and has a knowledgeable air, although I later wonder whether the white coat gives me this impression. He doesn’t ask whether I am taking any other medication, so I ask whether this could be a problem and he assures me that it’s not. I ask for a few minutes to browse the rest of the store and he is happy to let me do so. I can’t help but feel a bit disappointed as I think he could have taken more time to ask me about my health issues rather than instantly recommending a product.

Verdict: 5/10

Check Out

Check out is smooth and efficient; the assistant is friendly and professional. He doesn’t offer any other advice and he doesn’t suggest any therapies that might help me. There isn’t much in the way of chit chat either as he rings up my purchase but he is certainly polite.

Verdict: 6/10

Overall impression

I wasn’t overwhelmed by this store as it was rather small and cramped with a limited selection of wholefoods, although the supplement range was good. The assistant was professional and polite but I felt that he could have made more of an effort to take an interest in my health problem rather than recommending a single product. I wouldn’t go out of my way to return, but I might pop in if I was in the area.

Verdict: 6/10

TOTAL MARKS: 29/50

Store location: Hertfordshire
Issue enquired about: A mid-30s woman suffering with digestive disorders and bloating

First impressions

The exterior of this store is fun and eye-catching, with murals of flowers and butterflies painted on the windows. This matches the shop sign which is brightly coloured and floral. There is a blackboard outside advertising the fact that the store stocks fresh, organic fruit and veg. I am impressed and encouraged to go in and investigate further.

Verdict: 7/10

Store layout

It is a small store but there is enough room to move about even with a pram. It is well stocked, with a good selection of products and I am impressed by the clear labelling on the shelves.

I can’t see any promotions but there is advertising for Floradix. The body care and cleaning products are together as you enter on the right with the till on the left. Next to the till there are supplements and the food is arranged in the rest of the space. While browsing I notice the cold drink fridge is at the back of the store and I wonder if it might have been handier nearer the till. But there are healthy snacks near the till. The shop feels bright despite not having much natural light and it is immaculately clean, fresh and well organised.

Verdict: 6/10

Personal attention

There are two shop assistants in the store, both based at the two counters. I stand next to one of them perusing the supplements and I’m disappointed that I’m not greeted or asked if I need help. After a good five minutes of standing there, scratching my head and looking helpless, I ask the assistant for help, and she looks surprised. I explain that I’m looking for something to help with digestive problems and bloating and I am told that I am looking in the right place (I’m standing in front of the digestive remedies).

I ask if she can suggest anything and she picks out some Weleda Digestion Calming Drops and some A.Vogel Cynara Drops. She tells me that these will help. I ask for a bit more information and she consults a catalogue, telling me that the Cynara will help with bile flow as well as with reducing cholesterol, which is nothing to do with my problems! She doesn’t ask me anything about my issues or how long they have been going on for and she doesn’t ask if I am taking any medication. I am left with the products as she goes back to her work.

I feel very disappointed as though she wasn’t interested in helping me and I’m not particularly inclined to buy the products as she hasn’t really convinced me that they are right for my problems. Instead I pick up some peppermint oil tablets which I have read will help with bloating. I feel very disappointed with the level of service.

Verdict: 4/10

Check Out

The other shop assistant rings up my purchase and makes polite small talk with me. He doesn’t ask me if I need anything else or whether I found everything I needed. He doesn’t recommend any therapies or other services but at least he is warm and friendly unlike the other assistant. He offers me a second-hand bag for my purchase and wishes me a good day. I notice that the other assistant is cheery and friendly when regular customers come in to the store.

Verdict: 6/10

Overall impression

I felt very disappointed with this store and the lack of good customer service. As a new customer I felt that the regulars took precedence over me and I felt that I was being a nuisance by asking for help. The range of whole foods was good, but the store itself was cramped and not very inviting. I definitely won’t be returning.

Verdict: 5/10

TOTAL MARKS: 28/50

Store location: Scotland
Issue enquired about: A young woman’s father is suffering from psoriasis

First impressions

After taking one wrong turn, I find the store hidden away on a little lane. The outside of the store is bright, painted with flowers and in the window. As soon as I step inside, I am greeted by a member of staff who is working on the shop floor, with a hello and a smile for me and my baby.

Verdict: 7/10

Store layout

It is a small store but there is enough room to move about even with a pram. It is well stocked, with a good selection of products and I am impressed by the clear labelling on the shelves.

I can’t see any promotions but there is advertising for Floradix. The body care and cleaning products are together as you enter on the right with the till on the left. Next to the till there are supplements and the food is arranged in the rest of the space. While browsing I notice the cold drink fridge is at the back of the store and I wonder if it might have been handier nearer the till. But there are healthy snacks near the till. The shop feels bright despite not having much natural light and it is immaculately clean, fresh and well organised.

Verdict: 9/10

Personal attention

There are three assistants who are easily identifiable by their aprons. I go straight to the assistant who greeted me so warmly and ask her if she can do some Ecover refills for me. She happily does this while I have a look around and pick up some bits. I can’t find any baby bubble bath but I get everything else on my list.

The assistant comes to let me know that my full Ecover bottles are at the till and I ask her about buying a cream for my Dad’s psoriasis. We have quite a long discussion, during which she recommends fish oil or evening primrose supplements, avoiding harsh soaps and suggests a couple of creams on the shelf. She seems reasonably knowledgeable and genuinely interested.

I feel I have her attention for as long as I want and there’s no sales agenda. Unsure if my Dad will take supplements, I end up with a vitamin E cream and some natural olive oil soap.

Verdict: 9/10

Check Out

When my helpful assistant sees me at the checkout she heads straight over to serve me. She chats a bit more and says that she hopes the cream helps my Dad.

At my request she packs my food items and cleaning products separately. I am happy with the price I pay for all the goods. She doesn’t mention any events, newsletters etc. but there are fliers on the desk, magazines at the door and a noticeboard so I feel there is plenty of information available. I will definitely return to this store.

Verdict: 9/10

Overall impression

There is a constant stream of people in and out of the store while I am there and it has a happy atmosphere. The assistant who helps me is friendly and attentive. I also overhear both the other assistants being helpful to customers. For example one offers to phone a customer when the out-of-stock product she is looking for comes in.

Overall it is a lovely store to visit and it is difficult to find fault with my shopping experience. I would certainly recommend this store to family and friends.

Verdict: 9/10

TOTAL MARKS: 43/50

Store location: London
Issue enquired about: A stressed out office worker suffering with anxiety

First impressions

From the moment I walk up to the shop, I am impressed. The exterior of the store has a bright, jolly, welcoming feel to it. There are brightly coloured flowers painted on the windows and these match an eye-catching display of Bio-Kult products. This immediately catches my eye and draws me in. I can tell from the outside that it is well lit and spacious. There is a blackboard outside advertising various promotions and discounts which entices me to go in.

Verdict: 8/10

Store layout

As I walk in I notice that I am the only customer. The store is very modern – well lit with wooden floors and sleek, attractive displays. I spot the counter in the middle of the store on the right hand side. There is a woman behind the counter but she doesn't seem to acknowledge me as I walk in. This doesn’t worry me too much initially. Under the Bio-Kult display in the front window there is a range of magazines which catch my eye. I scan the shop and note that on the left-hand side there is a huge display of beauty products. They are all very colourful and eyecatching, so this draws me in straight away. Further down on the left there are haircare products, followed by natural make-up and aromatherapy gifts. It’s all grouped in a logical way, which I like. There is a Jason promotion in the centre of the store which appears to be aimed at people going on holiday as the products are mostly sun lotions and there is a tropical feel to the display. It’s fun and eyecatching, like the rest of the store. The supplements run along the right-hand side of the shop, and there is a good selection. Halfway down the store on the right is the wholefoods section and the sports nutrition. I note there is a serving area where it seems they serve lunch (I have arrived late in the day so this is no longer open). There is also a small reading area consisting of sofas and comfy chairs which is a nice touch. There is a range of books and magazines for customers to peruse.

Verdict: 8/10

Personal attention

As I walk further down the shop the assistant greets me and asks if I need any help. She is polite, friendly and dressed in a smart outfit. I explain that I am looking for a natural remedy to treat my anxiety which has been triggered by problems at work. She asks me about my problem, how long I have been suffering and whether I am taking any medication. She then asks whether I am taking a multivitamin and is pleased when I say yes. I am asked whether I take magnesium, which I am, and the assistant explains that this should help because it is a natural relaxant. She advises me to take it at night for best results. I am impressed with her knowledge and feel comfortable with her recommendations. She suggests that I take a vitamin B complex with rhodiola, as this will help to balance my nervous system. She also recommends some A.Vogel Stress Relief Daytime drops and some chamomile teabags. I don’t need to ask about the dosage of the drops as she explains this to me. I am happy with the products and ask to take a look around the store before I check out, which she happily lets me do.

Verdict: 8/10

Check Out

As the assistant rings up my purchases, she asks a bit more about my situation and what is triggering my anxiety. She is sympathetic and genuine. She suggests that I might like to see the store’s in-house nutritionist for a consultation, which I say I will think about. She doesn’t suggest any therapies, but there are posters and notices all round the counter for things like reiki and food intolerance testing, so there is a lot of information available to customers. There are a lot of little goodies dotted around the counter, like organic chocolates and lip glosses – the kinds of things you might buy on impulse. Although these catch my eye, I’m not encouraged to buy them, which is a relief.

Verdict: 8/10

Overall impression

I liked this store very much and would happily return. The assistant was friendly, knowledgeable and not overly pushy. I appreciated the fact that she seemed to take a genuine interest in my health problem. The store layout and design was eye catching and appealing, with a great range of products on display. A great effort!

Verdict: 8/10

TOTAL MARKS: 40/50

Store location: South Coast
Issue enquired about: Father-in-law suffering from painful knee joint

First impressions

This impressive store occupies a central site in a sensibly alternative town brimming with lively independent shops. The store frontage is striking and a key attraction near the local market, indicating that it is far more than your normal health and whole food corner shop. Indeed, on entry it’s more like a small supermarket and for those aware of natural remedies it’s a veritable treasure trove with wide, well-stocked aisles. I have the inescapable feeling that I’m going to find some very useful supplemental or topical remedies for my father-in-law whose energetic way of life may be coming to a premature end due to a painful joint.

Verdict: 8/10

Store layout

I can tell I’m going to spend more time than expected browsing this store. Indeed, within seconds, I’m looking at organic pet food and supplements especially for ageing canine friends. Could it be so thorough for human needs? Of course. Everything from nutritional supplements to organic vegetarian and vegan foods, skincare and natural cosmetics and more. The supplements and herbals are stocked in logical order but there’s no signage to direct me to the appropriate aisle in this Aladin’s Cave of Remedies, so I look around around for some help...

Verdict: 8/10

Personal attention

There’s been no help offered so far but that’s OK, I prefer it like that while I get my bearings. But then, having realised I’m going to need some guidance, I try to catch someone’s eye. There are some busy-bee assistants around but perhaps I am not appearing desperate enough, so I go to the check out where I have to interrupt some shop-related discussions between two apparently senior attendants. The moment I make my needs plain I have the full attention of a delightful lady who has all the aura of knowing what she’s doing.

When I explain my father-in-law’s problem, her training kicks in. She asks if he has he had it checked out. No, I say, he’s a stubborn old fellow, but he will. I think it could be an old sporting injury flaring up or possibly arthritis. She can’t advise me until he’s been to the doctor. I look downcast and ask if there’s anything like glucosamine or an anti-inflammatory that might help in the meantime? She ignores the glucosamine part of the question, reiterating she first needs to know what the problem is, but she does suggest that turmeric might help. We discuss this. Then she picks up Solgar 7 – I don’t let on that I know about this product – and proceeds to tell me that in the US Solgar offers a seven-day guarantee for improvement but such a promise cannot be made in the UK. I’m obviously going to part with £24 for that!

Verdict: 9/10

Check Out

Check out is handled by a young man who may have other things on his mind, but it’s quick and easy. The store isn’t very busy so I hope for a bit more chat, but it’s not on his agenda. He has scanned several products amounting to nearly £40 which may not be an awful lot, but there’s no hint of a smile or encouragement. I have to ask for a bag, then I ask if there’s any way of keeping in touch, like Facebook or a newsletter or something. He waves vaguely at a sign which lists the website. Maybe he’s having a bad day...

Verdict: 5/10

Overall impression

This is a fantastic store. I travelled a long way to visit and I bet lots of other people do too. The best bits are the incredible range of products and healthy food, and the personal attention of my helper. Her knowledge has left me feeling confident that father-in-law will be much better within a week, and ashamed that I hadn’t insisted he find out the cause of the pain much earlier. Maybe there’s a lack of warmth at check out, but I’d definitely recommend this store for its product range and staff knowledge.

Verdict: 8/10

TOTAL MARKS: 38/50

Store location: London
Issue enquired about: A new mum suffering with insomnia

First impressions

Located on a bustling high street in the south of London, this small but attractive store has an inviting appearance with an eye-catching window display full of new products and promotions. On the day I visit there are quite a few customers in the store which reassures me as it seems popular and busy.

Verdict: 7/10

Store layout

The store is very well stocked with a wide range of products, all organised into categories which make locating what I needed very simple. The counter is to the left of the entrance and is stocked with leaflets, promotional materials and magazines.

Although the store is on the small side, the layout is easy to navigate and the aisles don't feel cramped. I am impressed by the wide range of products, particularly the supplements and the extensive range of beauty and body care products.

The store is well lit and extremely tidy. Shopping there is certainly a pleasant experience!

Verdict: 7.5/10

Personal attention

I am not greeted immediately when I enter the store, but this is because there are quite a few other customers, so I don't mind.

After browsing the shelves for a couple of minutes a member of staff approaches me and asks if I need any help. She is friendly and professional. I explain that I am mum to an eight-month-old baby and I am struggling with insomnia. I am keen to try a natural remedy but want to make sure I can get something that is suitable whilst breastfeeding.

The impression I get is that the shop assistant wants to understand my problem and help me. I don't feel at all like I’m being sold to. She asks me plenty of questions about my symptoms and lifestyle and checks whether I am on any medication.

She talks me through a few options. I ask her which one is the best value for money and she doesn't exactly answer the question, but instead advises me which has the best absorption.

I decide to go for the Valerian root drops from Nature's Answer that she recommends and I feel happy with my purchase. The shop assistant instils me with confidence and I feel that I can trust her. All of my questions and concerns are answered well.

Verdict: 9/10

Check Out

Checkout is nice and easy. The same shop assistant rings up my purchase and encourages me to pop back to the shop to let her know how I'm getting on with the product. I feel that she genuinely cares and is interested in my feedback.

I am not offered any other therapies, despite the fact that the store has its own therapy rooms, but I am happy that there is no hard sell in this encounter.

Verdict: 8/10

Overall impression

I am very impressed by the store and the member of staff who served me. She was extremely knowledgeable, professional and did not push me into buying any particular products. I wouldn't hesitate to go back and would recommend the store to friends and family. In fact I am considering going back next week to have a massage at the therapy rooms!

Verdict: 8/10

TOTAL MARKS: 39.5/50

Store location: South Midlands
Issue enquired about: Peri-menopausal mood swings

First impressions

In an attractive town in the south of Middle England, this small store holds its own in a pretty street amongst a strong mix of store fronts. The window displays are large but effective and not overwhelming. On entering, the overall feel is strangely like an old high street chemist – lots of glass shelving and brand displays – which is oddly reassuring!

Verdict: 7.5/10

Store layout

Making good use of the space available, this store is well stocked with plenty of brand identification in displays and information. Checkout, supplements and toiletries are in the front while the back section features more supplements, food stuffs, a chiller cabinet, household items and a fresh juice bar. The space given to each section is appropriate and well-balanced and I can see what is where with a quick scan round the shelves from the centre of the store.

The entrance is nice and wide, inviting and easy to walk in and look around. The counter is a good size and on your left as you walk in. The store is bright with lots of natural light on an overcast day – clean, immaculately tidy and well-organised.

Verdict: 8.5/10

Personal attention

I’m greeted with a big smile a second after I walk in and asked if I need any help. The person who approaches me is not obviously staff at first glance but is nicely dressed and looks healthy and enthusiastic. I outline what I’m looking for and she immediately knows what to say, what products to suggest and her manner is very helpful. No sales pitch. She is extremely professional and knowledgeable and I’m in good hands.

In the absence of any prescribed medication for emotional issues, she recommends St John’s Wort as it can address both mild depression and anxiety. Should I go on to develop physical symptoms, I could benefit from the store’s own brand supplement for menopausal women which helps with adrenal issues and also supports strong bones. She is keen to address the issue of self-care through the menopause and how it’s important to look at diet, lifestyle – and to ‘be kind’ to oneself.

Verdict: 9/10

Check Out

I leave the supplements at the counter while I pick up some food items and also ask for advice on children’s multivitamins. I didn’t think to check the prices and I’m stunned at what I pay, but it’s too late to back out! The A.Vogel Hyperiforce is a good price but I feel the own brand supplement is quite expensive.

There are no newsletters and social media information but she encourages me to report back on how I get on with the supplements. I sense that my feedback would be appreciated and heard.

Verdict: 8/10

Overall impression

There’s a steady flow of customers from young mothers with babies to older couples browsing. The only member of staff (as far as I’m aware) is welcoming, empathetic, genuine and very helpful. I would definitely go back, mostly because this person is really friendly. I would recommend it to others.

One slight down point: a carton of rice milk off the shelf had an August 2014 use by date but when opened (from my fridge) the next morning it was off. It could perhaps have benefited from storage in the cooler.

Verdict: 8.5/10

TOTAL MARKS: 41.5/50

Store location: East Anglia
Issue enquired about: Topical and soothing relief for fibromyalgia

First impressions

Tucked away, the shop is part of a terraced set of what were once probably dwellings, now converted into bijou little shops. Décor is all very tasteful and discreet - an up-market store in an affluent area.

My first impression was the perfect health store version of an indie, ‘boho’ fashion boutique. So many attractive things vying for attention.

Verdict: 8/10

Store layout

The specially-built shelving runs around the entire shop, creating a feeling of space and cleverly adapted to house a multitude of brands and therapies in just about every discipline.

Despite its size, the store is easy to navigate and not at all cramped taking first prize for ingenious use of space.

There’s a good balance between food, eco household, skin and bodycare and supplements – everything for a tasteful holistic lifestyle.

Verdict: 9/10

Personal attention

The owner registered my arrival but was serving. When she finished, I told her my reason for visiting was that I wanted something soothing and topical for my fibromyalgia as I already had a selection of supplements. I was flabbergasted when she consulted a laptop after which she suggested almonds and cashews, but I don’t much like eating nuts.

I was surprised she didn’t mention magnesium, so I hiked a pack BetterYou Magnesium Flakes on to the counter which she then suggested was a great idea as I could pour them in the bath. She did also suggest anti-inflammatory turmeric.

I was very disappointed that she wasn’t more knowledgeable or forthcoming about a very common and debilitating condition.

Verdict: 4/10

Check Out

Checkout was fine and chatty, although my £23 purchase including the heavy Magnesium Flakes didn't fare too well in the store’s flimsy plastic bag.

On reflection, I would have liked more time to browse, as there were just so many products, some new to me, especially among the foods and in the chiller cabinet.

There are leaflets everywhere, and a room adjoining the shop offers reiki, homeopathy, hypnotherapy and acupuncture.

Verdict: 6/10

Overall impression

The store is in a beautiful little town, with many historic and cultural attractions and vintage fashion, book and gift shops, cafes, delis and restaurants and is no doubt permanently busy and successful because of its location. I was welcomed, but I felt on this occasion I did a lot of the work.

Verdict: 7/10

TOTAL MARKS: 34/50

Store location: South West England
Issue enquired about: post–winter fatigue

First impressions

This store faces is in a small, community shopping street full of independent stores, complete with cafés serving coffee outside. It’s inviting with lots of tasty foods on display.

Stepping into the store, you feel as if you’ve boosted your health just by walking in.

Verdict: 6/10

Store layout

Apparently this store carries 3,000 items and all of them must be on display! In a corner at the back of the shop was a range of basic nutrition supplements.

Promotions and information weren’t obvious as there is so much stock on the shelves that it would be hard to find space. However goods are displayed in this small store in a logical with the balance heavily weighted towards food and drink.

The general feel is clean, relaxed and inviting and the impression that you’ve found an absolute treasure trove with the feel of an old-school grocery shop.

Verdict: 7/10

Personal attention

Just one staff member on duty who was serving when I wandered in. As soon as she was free she smiled and said hello, leaving me to browse.

I asked her about the Korean Ginseng for help shaking off winter torpor and she said one of their customers swears by it. No other information or alternatives were offered. I also asked about coffee alternatives and she showed me the ones in stock and helped me look at ingredients. Although really very friendly there wasn’t a lot of information given that I couldn’t just read for myself on the labels.

I did make a couple of purchases including the Korean Ginseng but not as a result of anything I was told.

Verdict: 5/10

Check Out

Check out service was fast and efficient and the prices were very reasonable. No additional information about the store available or offered apart from a leaflet about a local therapist. The whole transaction was simple and if I lived nearer to the store I’m sure I would go back.

Verdict: 6/10

Overall impression

The scores here are a little misleading. Although the store didn’t rate highly by these measures, it is in fact a lovely little place and perfectly pitched for its position fitting seamlessly with the local grocer and other shops. Service was very friendly and I genuinely enjoyed exploring the shelves and discovering all sorts of little treasures.

Verdict: 7.5/10

TOTAL MARKS: 31.5/50

Store location: Dublin
Issue enquired about: Supplement for young child

First impressions

A bright and welcoming health store with an inviting entrance. My first impression was how clean and tidy it is with everything in its proper place on spotless wooden shelves. At the entrance I picked up a natural health magazine and leaflet for health events being run over the coming weeks in Galway, Tralee, Cork and Dublin. There were also posters detailing special offers.

Verdict: 7/10

Store layout

This is a well-stocked store with all the big names in supplements. The shop is divided into well-defined sections for eco cleaning, personal hygiene, hair and body products, a bookcase for books on natural health, a wide range of herbal teas, a large shelf of healthy snack bars and a wide food section with seeds, grains and free-from foods including two large fridges. There seemed to be a good balance between food, eco-household, bodycare and supplements. The logical layout is a great help to anyone who is looking for something and doesn’t have time to ask for it.

Verdict: 7/10

Personal attention

Not long after I entered the store a female member of staff came over to me and offered her assistance. She was wearing all-black clothes including a fleece jacket with a shop logo, so it was easy to identify her.

I said that I was looking for something for a primary school child to help their concentration and she spent quite a lot of time comparing about six different types of omega 3 fish oils with me – she was knowledgeable about EPA and DHA levels. The store stocked numerous brands offering fish oils, krill oil, eskimo oils etc. in a variety of forms for children including capsules, jellies and liquids. Her recommendation had higher levels of omegas 3, 6 and 9 as well as vitamins D and E (€11.80). She also helped with products for my respiratory system and dietary advice on non-dairy alternatives.

As I was waiting at the till I saw Meridian peanut butter, my family’s favourite, and with a chocolate coconut milk carton as a treat for my daughter, everything I had bought came to €31.35.

Verdict: 8/10

Check Out

The same woman who helped me choose the products served me at the checkout. She gave me a paper bag with handles and asked if I thought it would be strong enough (there’s a tax on plastic bags in Ireland so many shops provide paper bags). I thought it was pretty good value for everything I bought. I wasn’t informed of therapies or coming events, but she said to come back any time and that the store is open seven days a week.

She offered me a loyalty card, which was a very simple process, and said I could use it in sister stores in Ireland. The loyalty card would be an incentive to go back again. My receipt said that I had already earned 124 points, and she told me that I could start redeeming them from 400 points up.

Verdict: 7/10

Overall impression

The store was quite busy for a Wednesday morning. There seemed to be three staff on duty which meant that customers could get the help they needed. It had a good vibe – positive and helpful.

Verdict: 7/10

TOTAL MARKS: 36/50

Store location: Gloucestershire
Issue enquired about: Seasonal Affective Disorder

First impressions

This store is in a beautiful market town where everything looks wonderful. Despite sharing its frontage with a car parts shop that is (I think) upstairs, it manages to look fresh, clean and attractive. A small but spacey, bright little shop that is certainly inviting. Being able to see right to the back of the store from the street made it very tempting and even if I hadn’t been ‘on a mission’ I’d have called in. Entering the store I was struck by how light and roomy it is despite its small size and I quickly got a feel for what was where in terms of food, supplements and other products.

Mark: 7/10

Store layout

The shop carries a wide range of products – all you’d expect to find – and the shelves were well stocked but not overly so. There was clear definition between ranges and brands and it was easy to see what was offered.

A small promotional table sat in the middle of the store, in the eye-line of anyone walking in but not in their way. There were leaflets and other printed information tucked in to corners and in visible, appropriate places but not cluttering up service counters.

With plenty of room to move about I found the layout made sense and flowed from supplements, natural health support and beauty products at the front, through packaged foods and household to loose cereals and other foods in its own little section at the back.

The general feel of the shop was clean, light and airy with minimal but attractive décor, and with the door wide open the store was warm but fresh smelling even on an average January day. And hooray... no music!

I did immediately want to get stuck into exploring and could have done so freely but instead was able to approach someone at the counter and ask for assistance.

Mark: 8/10

Personal attention

There were two staff in the store, easily identifiable and appropriately dressed, both quite busy unpacking a delivery but I was instantly and warmly greeted. There was no ‘would you like any help’ but I was comfortable in asking right away.

I asked for advice in supporting myself during winter when I suffer from SAD. My questions were met with an instant understanding and the advice I was given was clear and sound, ranging across vitamin, herbal and nutritional supplements. I was given a flyer to take away that had good advice on it and also shown an information sheet that outlined what care should be taken around St John’s Wort. I was also told which versions of a supplement were the best value and what dose I would need daily. We also talked about how I could support myself with nutrition.

In the end I bought a Quest 1000iu vitamin D supplement and Higher Nature’s 100mg Serotone 5HTP.

Mark: 9/10

Check Out

Check out service was given without delay, by someone else (I’d wandered off to peruse the food after choosing my supplements) and I was happy with the total cost of the products. There were no additional items offered or online contact details given although there is an obvious notice board on the wall featuring lots of local information. If I lived in the area I would certainly visit again and feel happy to ask for advice.

Mark: 6/10

Overall impression

There was only one other customer in the store (a weekday morning) but the staff had just taken in a delivery and had a few boxes to deal with. They were happy and friendly and not at all distracted from looking after me by other responsibilities. I felt helped and also that the staff member I spoke to really knew her stuff. With a good selection of products – including natural health care for animals, and some vegan food products that I’ve not been able to find locally to me – and excellent prices I would certainly visit again and recommend it to family and friends.

Mark: 7.5/10

TOTAL MARKS: 37.5/50