Store location: East Midlands
What the SS was looking for: Migraine
First Impressions
An intriguing, lovely little old-world style shop, full of charm, and the furthest away possible you could get from a formulaic chain.
The shop front has a colorful and harmonious window display which beckons you into what feels like a nostalgic ‘specialist’ shop.
On entering, my immediate impression was a ‘fragrant’ boutiquey space, brimming with goodies but totally up to speed with contemporary innovative products and preparations.
Verdict: 9/10
Store Layout
The shop was packed with a spot-on range of VMS, herbals (including Ayurvedic), aromatherapy, homeopathic products, face, body and bath preparations and uber-healthy groceries like nuts, dried fruits, preserves, honey, biscuits, Japanese foods and herbal teas. Also natural baby care ranges, dental products and ethical cosmetics. Surprisingly, the very creative use of space meant there was lots of room to move around the store. This little shop could kit out a holistic lifestyle from top to tail.
Support leaflets were available covering subjects from generic herbal education to CAM therapies and disciplines, plus there was a classy newsletter covering aspects of children’s health, specially created for ‘local’ independent health stores.
The counter is a focal point of the shop and it’s also a ‘base’ for the owner to meet and greet. I understand that there is a plan to expand into an empty shop opposite and perhaps open a CAM parlour too.
Verdict: 8/10
Personal Attention
I was welcomed by the energetic and charismatic owner but I never felt pressured. Having been there for 30 years she obviously knows a lot of people in the town creating a very friendly vibe.
Her advice was a natural progression and she's passionate about natural health, very on the ball and knowledgeable about the products she stocks. She assured me that a jar of super-soothing Medi Bee Bio-Active antibacterial, gluten free honey, great for my sore throat, was an English equivalent to approximately a 10+ Manuka honey, but more affordable.
Verdict: 8/10
Check Out
The owner of this store offers a smooth, one-man band operation. The prices were very competitive for a shop of this calibre and size and the leaflets supplied were a good back-up. I’m not local but I intend to check if there’s a mail order facility for when my stocks run out.
Verdict: 7/10
Overall Impression
I was made very welcome; it’s a happy shop. I would go back and have thoroughly recommended it to members of family I was visiting in the area.
Verdict: 8/10
Total marks 40/50
Store location: South West England
What the SS was looking for: Migraine
First Impressions
The frontage is unflashy with big, airy windows showing the entire downstairs of the store. Two small tables outside have young herb plants for sale and handwritten notes about their uses - lovely! The interior all feels very ‘natural’ with bare wood, lots of daylight and fresh air.
The store is well laid-out, long and narrow with a shelving island in the centre but wide aisles. I particularly liked the dispensers for grains, a bit like big optics in a bar with clear usage labelling.
For a new visitor there is nothing to indicate the supplements and non-perishables are upstairs.
Upstairs half the space is given over to therapy rooms and a waiting area well-stocked with reading materials. A nice touch is the household products available for topping up your own containers. There are cosmetics, candles and other goodies before you get to the supplements.
Verdict: 9/10
Store Layout
Downstairs is wonderfully roomy; upstairs is more confined but perfectly comfortable with a perfect balance between food, eco household, body care and supplements.
There was no one lurking and ready to pounce so I was very comfortable walking in and taking time to look at everything.
Verdict: 8/10
Personal Attention
The person behind the counter caught my eye with a relaxed "Good morning." Upstairs, were two staff behind the counter.
I was given immediate 'entry level' advice (feverfew) which then progressed into more detail with reference to 5HTP, magnesium and EFAs. I was asked what other medication I was taking in case it clashed. I was definitely helped, not just sold to. Her advice was backed up with reference to a text book she had to hand. I was shown to the products on the shelves and given options and price range etc., not pushy but helped me decide. All very helpful as I hadn’t got my reading glasses on!
Verdict: 10/10
Check Out
Check out was a swift debit card payment with some nice chat about families, weather etc. She told me to come back to let her know how I was doing and see where I wanted to go from there.
Verdict: 9/10
Overall Impression
It was was very quiet but well staffed with relaxed, mature staff. I felt very welcome, listened to and helped. Service was just the right measure of personal and professional. I will be going back and definitely will recommend it to friends and family. There's a modern, natural feel to the shop but with a traditional 'grocery store' accent that is exactly right for the local community.
Verdict: 9.5/10
Total marks 45.5/50
Store location: South West London
What the SS was looking for: Muscular and joint pain, plus ‘mind fog’
First Impressions
Firstly the store’s contemporary name: means there is no mistaking what this store is about.
The large glass windows draw you into the calm and surprisingly deep interior. Although modern and clean, the store has a funky 'artisan', almost villagey feel and is ambiently lit. From the moment I arrived I could see this was almost a 'boutique' style store, but a large one.
Verdict: 10/10
Store Layout
The store is cleverly and creatively merchandised with a fantastic array of product supporting a holistic lifestyle. Many of the foods have a 'hand-made' exotic feel from beautifully packaged Halva to luxury Venezuelan and Peruvian chocolates to sprouted alfalfa and Miso soup. The product displays maintained a hand-picked exclusive feel. All around the store was supportive product literature.
Layout is neither clinical nor homogenised and the aisles are not supermarket-style. It's a bit of an Aladdin's cave with a good balance between food, eco household, body care and supplements and catering for every discipline. Usual suspects of power brand supplements like Viridian and Solgar but also Higher Nature, Bio-Care and Eskimo. Gorgeous beauty care section including homoeopathy, aromatherapy, skincare and luxury body brushes.
Verdict: 10/10
Personal Attention
The staff smiled and registered me but didn’t approach me until I was ready. It is a very comprehensively merchandised store and I was given the space to take it all in.
When I requested advice with specific symptoms, the store owner introduced me to a colleague who had just graduated from the Institute of Optimum Nutrition. She was kind, knowledgeable, gave in-depth advice and made all the right suggestions regarding my ‘holistic’ health and recommended a gold standard EPA supplement for the grey cells.
Verdict: 10/10
Check Out
A cheery team member rapidly checked my product through and I was happy to part with my money? I was offered leaflets on nutritional advice, store promotions and the various disciplines of the therapies in the clinic downstairs.
I'd definitely return - there are so many interesting products, I'd like to dip back in and stock up some more.
Verdict: 9/10
Overall Impression
I can barely find fault with this store. It was busy with vibrant, knowledgeable staff that made me feel welcome and helped. Top marks all round!
Verdict: 10/10
Total marks 49/50
Store location: West London
What the Secret Shopper was looking for: Help with IBS and food intolerance
First Impressions
Very modern, streamlined and defined shop front, but didn’t look ‘formulaic’. Looked good and inviting from across the road. PoS very well designed and informative, cleanly laid out with spacious aisles beckoning me in.
Verdict: 10/10
Store Layout
A bit short on promotions and information. Very airy and spacious and plenty of room for the swish wheelie trolleys all parked neatly outside the store. Highly ergonomic and logical layout, good balance between food, eco household, bodycare and supplements.
Verdict: 8/10
Personal Attention
No one welcomed me and no one asked if they could help. My impression was that they thought anyone shopping would be aware of natural health and know which products they were seeking. But when I asked an assistant she was excellent, very serious and earnest, very presentable. She was obviously au fait with addressing IBS symptoms and remedies but didn’t push me into specific products. She took me around the store to all the relevant sections. Proactively concerned and honest.
Verdict: 8/10
Check Out
The same assistant took me to checkout and organised the payment where I was happy to part with my money. I was not offered additional items or further help such as therapies, coming events etc., nor a newsletter, online/email access, social network etc. I inquired about a loyalty system and she said it was a pity, but no.
Verdict: 7/10
Overall Impression
The store was fairly busy and the staff all doing their job, not hanging around. At no time did I feel harassed but I only felt helped when I asked. Would I return in the future? Yes. And I’d recommend it to friends and family.
Verdict: 8/10
Total marks 41/50