Drunk ElephantReviews of drunkelephant.com

I love this brand doesn’t matter it’s a bit pricey

Love love their product especially the vitamin C,makes my skin glow! My holygrail since i discover them

One time they lied to me that they "don't send out PR packages" when actually I was fully aware that they send out tonsssss of PR packages lmao!

I returned over $800 worth of items to Drunk Elephant, some of which were damaged due to freezing temperatures in transit to me. Their packaging is faulty and caused products to leak out. The took photos of empty packaging and items used that was not how I sent it back and are flat out refusing to refund me. I paid additional $40 to ship the items back and now am out all the products and the money. Horrible nightmare of customer service stating I’ve returned used items to them before, if this was the case why would they accept another return from me?

I ordered a gift set for Christmas for my daughter. The packaging was a very nice sized box but the products inside were tiny. Even my 16 year old thought it was a rip off and asked me to return it. There is no phone number. You have to send an email. They emailed back with instructions on how to send the product back - at your own expense. It cost me $31 dollars to return $80 worth of product. Will never purchase anything from them ever.

I too would rate their customer service as rock bottom. I was gifted a collection at Christmas which included a DIY serum, C-Firma™ Fresh Day Serum, which you have to mix yourself then transfer to the bottle with the pump. What a gimmick!!!! The pump doesnt work and the serum leaked from its container even though the top was firmly affixed. It sort of oozed out of the bottle. Why not just supply a ready made serum in a proper bottle rather than a 'mix yourself'? I asked customer service if I could return it and have a replacement. Like other people I was asked to take photos of the faulty product including the pump (how do you photograph a faulty pump??) fill in a form, send serial numbers, receipt etc etc. A lot of trouble just to return a faulty item. I dont actually like the product as I find it sticky and gritty so I dont actually want a replacement as I wont be using Drunk Elephant products anyway. I have informed them that I wont bother going to all the trouble and will just review the product instead to hopefully stop others making the same mistake. AWFUL CUSTOMER SERVICE and awful product in my opinion.

In an era where websites tend to be more and more accessible and inclusive to more people here are they with their nightmare of a website. Horrible to navigate. Everything is all over the place, stuff moving around and popping vertically, horizontally and even diagonally, nothing is simple, readable, still, well simply agreable to visit. It looks like they want to make something similar to Apple showcasing their newest products expect Apple website is vertically smooth as butter no matter how old your device is. I'm on a iPhone 12 Pro Max and on Macbook Pro 2019 and everything on Drunk Elephant is so stuttering with text on small images you can't catch anything right. Still even if it was readable, if you scroll down just a bit you don't even have the time to read anything that everything is moving all over the place with obnoxious animations, a nightmare for people with ADHD like me or other cognitive and focus disabilities or on the spectrum. Simply irritating for the others. I reached them to ask politely if it was in their plans to update the website with accessibility options such as reducing animation and all. First they didn't reply after 2 weeks via email, I tried to post the same message on their socials until they stopped ignoring me by responding to the initial email, in short they told me that "having a fun, appealing website with movement and colorful products was part of their identity as a brand and that removing that aspect wouln't make any sense, I cite, don't you think?". Yeah condescending and using big words except I as a graphic designer know that the user experience worths more than a frat party mess of a website to sell. No wonder why there isn't more buyer reviews, there's like a 20-30 reviews per product… They do offer other alternatives to buy their products for non-US residents such as Sephora or Amazon (eww), I cite "If the website causes you trouble know that we offer our products on alternative platforms" (in short: go somewhere else if you don't like the website). Well sorry not sorry but I'll keep my money and spend it to brands that care more about their customers with cheaper products I won't pay for the "brand identity" with even cleaner compositions. Lol even Revolution Beauty offers bunch of options to enhance user experience, that's why they make 10+ times more sells than the expensive and pretentious Drunk Elephant. If you want people to get the will to spend so much on your products, make them want to instead of giving them the urge of runaway with such a terrible website and custom service behavior…

Avoid them, customer service is bottom of their list and they aren’t afraid to show it. I wanted to give the benefit of the doubt to resolve a problem with a faulty item (Hydra serum not dispensing), but after 8 emails, sending 6 photos and filling out a from, Drunk Elephant simply don’t seem to care. No replacement, no refund, no urgency, and their current ‘solution’ (after a month of emailing them) is to await a label, post the pump back for investigations…meanwhile my expensive serum cannot be used and is gathering dust. I’ll probably stick to other brands moving forward as this shouldn’t be this difficult to resolve.