Paula's Choice, LLC - US and CanadaReviews of paulaschoice.com

I placed an order online for a gift for my sister. The online form had a field for the purchaser and the receiver. Instead of using this information wisely, they sent my sister an order confirmation. Then a few days later they emailed her again to say they had cancelled the order. To be clear, Paula's Choice didn't email me, the person who purchased the item. And they gave no explanation whatsoever, just that they had cancelled it. I order from Paula's Choice often in Europe and the service is good, but I wouldn't recommend ordering online from them in the US.

I really love their skincare products. I have been using them for a little over a year now. I do wish they weren't quite so expensive, but the good news is that they are always running sales. I subscribe to the text alerts and I swear there's a 20% sale every single day. My skin is combination oily (forehead) and dry (around nose). I deal with redness and blemishes around my nose and chin. Would recommend the 2% BHA exfoliant, the azelaic acid booster, the 10% Niacinamide Booster, and the daily sunscreen moisturizer.

I always love purchasing from Paula's Choice (I get the BHA exfoliants). Their products are great, their shipping is fast, and I've never had a customer service issue. I kinda miss the free samples they used to give with every order, but that's a small complaint!

I love the products and I definitely have seen an improvement in my skin. The only reason I took off a star is their return policy is honestly really inconvenient. It’s one thing to deduct the cost of shipping from the return but they don’t even offer a return label. Especially with COVID it would be a lot better to have return label available. It makes it so that it’s really hard to try new products.

I bought a tube of the Skin Recovery Daily Moisturizing Lotion SPF 30, and there were hard little granules of white stuff in the tube. It was unpleasant to rub on my face and I had to pick these things out to even use the product. I emailed customer service with pictures of the grains and they were very evasive and did not provide any solutions. They just said "While you use the same ingredients, techniques, and cooking times, batches can come out a little different each time. This is considered normal, and we do our best to ensure those formula variances are minimal." and said they would let their product development team know about my "aroma" problem...What aroma problem? It's like they didn't even read my email... Edit: Initially, I replied to their email saying I was not happy with their response and gave PC a 1-star review here on Trustpilot. Soon after, a different customer specialist contacted me and offered to replace the defective tube for free. From here on out, my experience with PC's customer service has been 5-star, so I'm changing my rating. There was a shipping issue on a different order (Fedex's fault) that PC remedied by sending a prompt replacement free of charge. Maybe my initial bad experience was just a fluke?

Firstly, I love Paula's choice and I have been using it for the last 3 years and I am not planning to change it either. I am UK based customer and their UK customer service is excellent, they were always very helpful. I have recently moved to the UAE and I was pleased when I found out I can order from the US website as they ship to the UAE. I picked about 10 products on Black Friday and paid around $300 to only find out my order was cancelled and that I should contact the customer service(no explanation), they replied saying one of the products contained ingredients which are not allowed in the country where I am atm. The representative advised to complete another order or contact customer service again, she also informed me that $300 will be held for up to 30 days which seemed excessive. I was willing to place another order and I asked them if I can use my discount which I only lost because they cancelled the whole order, they said no. I paid $300 only to be told my money will be held and that I need to place another order without discount that I lost because one of 10 products wasn't allowed in the UAE. I love Paula's choice but this was very poor experience.

So I ordered a product from here 10 days ago and it hadn’t come because of Hermes (a totally unreliable service). I phoned customer service today and they’re sending me out a new one that will be here in 2-3 days. Top customer service and the lady couldn’t have been nicer. The only thing I can suggest is you change your courier from Hermes :)

I ordered a ton of products from their site earlier this week and was just emailed saying that they cancelled the entire order but didn't give me a reason why. I went to call them and the working hours make it tough to get a hold of them. Huge bummer because I thought this would be my new skincare routine.