FreshReviews of fresh.com

Absolutely horrible customer resolution abilities! Ordered on a sale and somehow the package was disrupted and sent back to Fresh on the delivery date AFTER it reached my city. Fresh never communicated anything to me. I contacted them today and still no one knows why my items were sent back. Although UPS said it was disrupted on Fresh's end. They then went on to tell me that they can not send my items back but I could reorder (at a higher price point, because remember I ordered during a really good sale and was supposed to receive a free gift). Oh. And a refund could take 9 days. Very shady practices...

I have used Fresh products for over 15 years. I have mostly purchased the bar soaps from Sephora. Over the past several years, I've been ordering directly from the website, as it has been increasingly difficult to find the bar soaps in stores. I placed an order today for 3 bar soaps with one free. When I checked out, the free bar was not on the order at all. I called customer service within an hour of placing the order to try to have it added. Their customer service is a complete embarrassment. The girl who answered the first level was pleasant enough but appeared to be like a child picking up the phone while the parent was busy. She put me on hold...for TWENTY minutes to get someone from the "warehouse" to revise my order. Just as I was getting ready to hang up and call it a day, another girl came online and asked me all the order details only to tell me I can't revise or cancel the order. Not good. Not good at all. I ended the call at that time. This company was privately owned and was purchased by LVMH in 2000. I have steadily observed a sharp decline in the quality of the products. The soaps don't smell as strong, and they're swapping out substandard ingredients for cheaper ones while increasing prices. I have loved this line, but I think I will have to try to find a quality replacement if one exists.

Stay away from this company! Absolutely horrible customer service. I used to usually pick their watermelon lip balm from Sephora before they stoped stocking it. So I placed an order online in the night and used Apple Pay. As soon as I clicked pay, I realized that the shipping address was my previous one from 3 years ago in California. We are now in NC, so I immediately call their customer care to change the shipping address. They say they cannot change the address or cancel my order since it is already with the warehouse even when I emailed them immediately and called within 10 hours of placing the order. They said they cannot do anything since the order is at the warehouse and instead track it with ups and requests UPS to send it back to the sender. I ask for a surpervisor and she says the same thing that it is company policy that they cannot make any change to the order. So staying away from this company from now on! Not even sure why they have a customer service if their company policy is to not help the customer in any way. Stay away!

Dare una stella e poco. Hanno truffato linkandosi a un altro sito dove ho acquistato altro. E ogni giorno mi vengono qddebitari dei costi assurdi. Su cosa? Hanno rubato i miei dati e iscritto alla loro vip member ship. Fino a ieri jon sapevo manco chi fossero. Gli ho denunciati e bloccati i miei account truffatori vergognosi

I wish I would have looked here before I made my purchase. I spent over $100 with this company. Their products are horrible. The toner made my skin burn and the other products made me break out. When I reached out to the company I was told I would have to go through a multiple step process for them to consider a return. I had my proof of purchase as well as the nearly full products. Their website did not state all you have to go through for a return. I didn’t have time to go through all they wanted just to CONSIDER giving me a refund. Extremely disappointing customer experience. Please be careful when ordering from here. In my opinion, skip these products. There are so many other products out there that will serve you better and probably at half the price!

As part of my recent order, I selected the 15ml Soy Face Cleanser as my complimentary mini gift. However, I received the Rose Deep Hydration Balancing Emulsion instead, without any explanation. When I called your customer service team at 0207 563 7511 to seek clarification, I was informed that this was due to a lack of stock and a delay in reflecting stock status online. I find this explanation unacceptable as it demonstrates a failure in maintaining an accurate and up-to-date website, which misleads your customers. Moreover, what aggravated the situation further was the unprofessional attitude of your customer service representative, who hung up on me while I was still speaking. This kind of dismissive behavior is entirely unacceptable and reflects poorly on your company’s commitment to customer satisfaction.

I’m not shocked to find that they are so poorly rated for customer service and for changing ingredients without notice. Today I placed an another order and then a few hours later I got an email “30% off everything” with a short time left to claim… but on the website it was only the face masks. I emailed them and they just “barked back” about the freebies I WAS getting as if “well yeah we false advertised which is borderline lawbreaking but you got your freebies so shut up and stop complaining” that’s exactly how they made me feel and I also when I last had to email them it was the same pride and deflective nature … it seems like they are all trained to make your life hard. Don’t charge £80-350 for moisturisers if you’re going to give cheap customer service, I’m absolutely disgusted in their “service” they said the email sent out was “human error” … so then if that was the case - they should have sent another email apologising to their customers Terrible customer service I’ve spent hundreds of pounds and sent many friends to them whom in total have now spent thousands I have pretty much EVERYTHING from their skincare lines, some perfume and some body products.., I go out of MY way to sing their praises and when they F up and don’t hold themselves accountable (I said to them could they not honour what they’ve put out because an apology isn’t cutting this as it’s bordering fishing and also very borderline illegal.., they must abide by their offers… if a waitress offered me a free glass of champagne and then it never came and I asked her kindly when it was coming - I would not take “sorry it was human error I cannot give you what I promised” … that’s just plain and simple. Not acceptable

After years of being a loyal customer and recommending their products to all my friends and family, I have just had a horrible experience with Fresh. They randomly changed the formula of their moisturizers, which I had been using for years. They made no announcement, there was no warning or anything of the sort written anywhere. The new formula causes a burning sensation (and not just for me; I've seen many reviews saying the same). On top of that, response from customer service is sporadic at best, and most unhelpful. They have no intention of making this right by refunding me, giving store credit, or anything. These moisturizers are expensive, and I bought three of them. Now I'm just missing that money and stuff with a product I can't use. I will never shop with them again, and I would advise that no one should risk it.