MuradReviews of murad.com

Murad engages in false advertising and customer service agents attempt to gaslight customers into believing that it's acceptable for them to receive incorrect, lesser products than what they paid for becuase "Murad decided to change the kit." I purchased the Resurgence Complete Skincare Regimen. According to their website, both at the time of purchase and at present, the regimen includes the Retinol Youth Renewal Night Cream as one of the featured products. This cream regularly retails for $82 and is one of their bestselling products. It is the main reason I chose to purchase, not one, but two kits during a sale. When I received my packages, the Retinol Cream was substituted for the Hydro Dynamic Ultimate Moisture Cream which not only regularly retails for less ($75), but was being discounted at multiple outlets for about half that price, indicating that it is a product that Murad either intends to discontinue and/or has overstocked and they're trying to offload it before it expires. This is not what I paid for. I assumed that it was a simple packing mistake, so I called customer service, but the customer service agent first told me that the kit actually included the Hydro Dynamic cream and that I'd received the correct product, but when I let him know that that was not correct (I have screenshots and order confirmations), he changed his story to say that Murad was now including the Hydro Dynamic cream instead of the Retinol cream and that that's just what's in the kit now. Again, that's not what I paid for, and that's not what was or currently is being advertised. I asked if I could send the cream back and have it replaced with the correct product, and he said no. I asked if Murad could refund me the price difference between the two products, and he said no. Not only that, but Murad requires the customer to pay for return shipping, so I would have to pay to return products that Murad sent to me in error/intentionally to deceive the customer and save money on their end. The only "fix" he could offer was rewards points, which is a slap in the face, particularly because no matter how many rewards points a customer accrues, they'll never be able to use them to "purchase" the full sized Retinol cream, because it's not offered as part of the rewards program. I called the company today to see if I could just return my packages and be done with it. I would have settled for them simply paying the return shipping (which they should do given the fact that they are in the wrong here), but the same customer service agent I spoke with before answered the phone and pretended that he couldn't hear me...my phone works fine; I had full reception; I could hear him crystal clear.

I wish I’d read the reviews before ordering direct with Murad! Their customer service is shocking and very unprofessional. They offer no solution as to where your missing order is, however very happy to take payment. I cannot believe Murad invest so little in customer care.

I ordered online and tried calling to make minor edits and they were unable to do that claiming it had been shipped and it had not, asides that, the wrong address was given to Canada post and I had issues with my item getting delivered, and Canada post said there was nothing I could do about it. I believe it’s a lot safer ordering from the Sephora website than from Murad Canada

Ordered the back spray from this “company” 3 weeks ago and despite receiving 3 emails from them saying the product is “on its way and be with you in 3 days” they have lied. They clearly do not have the product and keep trying to lie, deceive and steal from customers. Atrocious service and would not recommend. They have offered 20% discount on future products... why on earth would I shop with them again. I have disputed the payment with my credit card company and complained to trading standards. AVOID AT ALL COSTS.

They declined all my credit card after several purchases with honey code and 3 free sample. I am not sure why they block all my credit card attempt and I already contact all my bank account I'm using apple card and bank of america, and all my card work normal. I tried to use paypal to pay but they give limited credit so I try to pay with my debit card using paypal option. Murad cancelled my purchases even though my bank already approve. I contact them and they said they have block my account forever to protect me from fraud. Wth is that excuses? I said I can certify from my bank and you it is me making all the purchases and you guy are the one cancelling and reject my bank account, they using the same excuse above I never write an negative review like this but this is horrible everyone should know.

Customer Service is going beyond what the ordering system can do to address a customers' concerns. This is my first-time order on USA Murad's website, however, I've been with Murad globally ever since I lived in another country. I had some difficulty ordering on the website since it was my first time and just wanted to reach out to see if I can do a slight adjustment to the payment, which is to apply my 20% OFFER by Murad for first-time orders. Not only was the first customer service's reply was half-concerned, the live chat experience told me "the system does not allow us". What if this is towards a 75-year-old senior woman who needs to do some ordering. Would she have to go through with all these confusing technological procedures of "the system does not allow us to fix"? - Having to wait for the order to arrive, then return for a refund, so then she could apply the 20% discount and repurchase? Your products are on the higher ends and I have made a large purchase. Is it really worth it to create such a customer experience? Guys, it's a very simple move, there are ways to go around this and simply giving me a reason that the "ordering system does not allow me" - simply means you haven't put in enough for a customer service experience and service failure recovery.

Customer service very bad. Ordered one serum 1 month ago and the pump is not working still chasing. Ordered few another items a week or 10 days ago still not delivered ,tried contacting but phone lines not working and email no reply.

Ordered a product a few weeks ago, still not delivered and customer services have not even bothered to reply to emails I have sent and uncontactable by phone. Terrible customer services will never buy from Murad again.