SkinCeuticalsReviews of skinceuticals.com

Horrible "Customer Service". We purchased the C E Ferulic twice within the last month. The first purchase on Saturday, September 24, 2022, we paid the additional $25 for next day shipping. Everything went as planned. Our order was delivered Tuesday, September 27, 2022. We placed another order for the product in the evening on Wednesday, October 12, 2022. We figured that due to the time of day, the order would not be processed until the following day. That was fine with us. We again paid the additional $25 next day delivery fee figuring we would receive it Friday or possibly Saturday. Thursday, Friday, Saturday and Monday...not a single update to the order. As of Monday afternoon, it was still sitting in limbo nearly five days later. I called their "customer service" on Monday. I insisted if they're not going to process the order and ship it, then they need refund me the additional money I paid for expedited shipping-next day delivery. The rep was continuously arguing and failing to understand the situation. I finally received the order on Tuesday, October 18, 2022, but again, this was after SkinCeuticals completely ignored the order and failed to do anything until I called them. I'm quite certain that if I did not call them Monday, the order would still be sitting in limbo. They refused to refund the shipping we paid. It's not a financial issue with me. It's principle. Following this experience, we're never purchasing products from SkinCeuticals or it's parent company. Thankfully, they do not have a monopoly on this industry. SkinCeuticals needs to perform a serious restructure of their "customer service" department. I state this like a broken record: customer service cannot be taught. It is an innate common sense skill. One either has the skill or they don't. Again, there's no teaching it!

My order was never delivered and they are not processing a refund. I even have proof that it is with the courier. I have called several times and written several emails which keep getting ignored. Do not shop here Useless customer service

I returned a Retinol serum that gave me "retinol burn" after one use. I've been waiting 2 months for them to refund me the $80 they agreed to. They sent me an email notifying me of my $0 refund for a different product they claimed I returned. So I had to call/email and send a pic proving that I did not return that other product and the refund window of 30 business days (6 weeks) started all over again. That happened after i submitted a nevative but honest review on their website about the retinol serum. They refuse to put in an email that they have authorized the refund, they'll only agree verbally over the phone. They also have no issue dropping the call or placing you on hold indefinitely as a deterrent.

Have used SkinCeuticals for many years. Tried Phioretin CF for the first time September 2022. Reacted very badly to the product. Red, swollen blistered skin. Bought the product directly from the company. Awaiting a response. My review rejected by their website. I included a picture of my red, swollen blistered forehead. Would suggest reviewing this product on other websites before buying and a patch test at the very least.

This was my second time spending a couple hundred on Skinceticals products. A couple items didn’t work so I returned them. I couldn’t use their return slip because it was too blurry. Had to call to get correct order number/address. No one was very helpful. It gets worse… I sent $248 worth of items to them 7 weeks ago by priority usps so I could track the order. After I knew they had it for a month, I contacted them. They promised the money would be returned a week ago. When it didn’t appear, despite having an email admitting they received the items, the rep on phone told me I needed to give her the USPS tracking number. She then told me she would open a case and hung up on me???? I know from their email to me that my return has been there over six weeks. Looking at the number of reviews here, with the same complaint it’s obvious they don’t care. This line is sold in Dr’s offices, they’re making huge money. They don’t care nor are inclined to return your money or have good customer service. GREAT PRODUCTS, but I will NEVER BUY FROM THEM AGAIN. Since posting this. I received this email. No $ yet but their excuse is a riot. After my review I got this follow up. It seems now they say my bank won’t accept the credit. I suggested they send a check. These people will do anything to avoid paying you….(Have emails looking for way to attach)

I bought this line of products for many and appreciate it. Except, I ordered on line Thursday June 23rd directly from the company. They offer 25$ delivery charge for next day delivery Friday cwhich I took. I got my AGE face cream at 168$ a pop only the Monday. I first wrote them to reimburse me the 25$ cause they didn’t deliver the next day as promoted on their website. No replies for 4 days and decided to call them. They refused to credit my 25$ based on the fact it was ordered on a Thursday.. So why promote delivery charge 25$ for next day if you can’t do it. It’s fraud!!!!! I probably bought for 1000’s of their products in the past two years. Well they lost me as customer for 25$ on an order of 165$. It’s question of principle!!! What a bad decision from their part. I will also call my credit card company and claim for fraud. This company is a division of L’Oréal. I’ll never buy L’Oréal again in my life

I ordered $169 CE Ferulic off SkinCeuticals website and received notification that shipping would be 3-5 days and got a message to use Shoprunner next time for 2 day shipping. I called SkinCeuticals immediately and was on hold for 15 minutes. Then I explain I'm in Texas the heat is 100 and I belong to Shoprunner and want my order canceled so I can reorder for 2 day shipping. The expensive product I ordered goes bad quickly in heat. I was told it couldn't be canceled, though I had just placed the order. I submitted a 1-star review to SkinCeuticals website about terrible customer service, and got a message from the company saying it would not post my review. I'm sending the product back when it arrives, but do worry about getting a refund from SkinCeuticals, which has expensive products but terrible customer service.

Unacceptable customer service, especially for such a premium brand. Sent a product back almost two months ago and still have new news. I've asked 4 times what's the process to raise a complaint and they purposefully ignore my question. Their products might be good but just hope you never need their customers service.