SkinCeuticalsReviews of skinceuticals.com

Worst customer service - I ordered with them after being recommended their products, the order arrived promptly however the returns process is an absolute nightmare. Their website states that they will provide you with a shipping label for a free return - I reached out to them via email as they state on the website to get this however they never replied so I then called them and when I requested this the first adviser put the phone down on me (bizarre) so I then called back and the second person I spoke with said this isn't something they offered and I would have to return the items myself and they would then refund the postage fee once the order had been returned back to them... This is no problem however this isn't what's stated on their website and when I said this to them they said that this is something that they will introduce eventually?? I was then told that the refund would be issued within 5 working days of it being returned to them if I send it first class signed for which I did. I am still yet to receive the refund and the time it takes for them to respond to emails is less than helpful so you are then forced to call them and the people on the phones have zero level of customer service - I have never come across anything like it. It's as if they have no idea how the company works or what the company policies are - you speak to one advisor and they say one thing and you speak to another and they completely contradict what's originally been said. They are more than unwilling to help with any queries you may have and have been extending the refund window for returns each time I reach out - I am now on 21 working days...If as a company they were transparent with this then I wouldn't have originally placed an order through them (other companies sell their products and their customer service process' are 10/10) however at least then customers would be aware of what they are getting themselves into.

Après l'achat de la lotion blemish + age tonic j'ai fait une réaction allergique instantanée. A la suite de quoi j'ai pris contact avec le service clients. Aucune réponse, aucun retour, aucune information. Non seulement cette lotion est affreusement imprégnée d'alcool digne d'un produit pharmaceutique, elle procure des irruptions et de surcroît aucun service clients pour une information, un avoir, un remboursement. Déplorable.

I contacted skincuticals after being recommended to try their products from an associate as she uses them. My skin is incredibly sensitive and was further more so at the time following an influx of hormones. I have multiple allergies and naturally was concerned to try products so strong. So I used their chat/email alert facility to query if I could try some samples (although they say they don’t do them, it also states on website ‘free sample with purchase over..’). I explained my situation and said I would happily pay for the samples, I just could not justify spending £99 to try something that I may seriously react to. Two things were recommended to me; 1) buy a set (priced at £220) to try products -clearly advisor fully understood and grasped my point, and 2) set up a online skin review. So I set an online skin review for that night. I sat and waited at the allocated time. Clicked the link in the email (you’re only given 30mins), nothing. Suddenly 5mins to the end of my slot, a voice appears, rudely telling me there’s only 5mins late and he hadn’t the time as he had to prep for his next call. Naturally, I was not wasting my 5mins. He informed me not to use the company I was contacting over and to use la prairie- who he had recently trained for also! Utterly confused and annoyed, I email skincuticals requesting a manager contact me ASAP to discuss my experience with them. I get a response from another snotty advisor, advising me on lord knows what as she hadn’t a clue why I was contacting. When I stopped her in her tracks and stated I was waiting for a manager, she informed me that they don’t have them, they aren’t answerable to anyone but one will get back to me….this has never happened. As with all other reviews here, I’d personally say AVOID the stress and nonsense of this company. Over priced, ridiculously sub standard ‘customer service’, total put off.

I ordered a product to be delivered before Christmas, it didn't arrive and I had no explanation as to why. 3 emails, 2 phone calls and 6 weeks later I still don't have the product! Called again to ask for a refund to be asked to confirm whether I have received the product or not? Told it'll be 48 hours to receive a refund but I'm not holding my breath.

Absolutely awful customer service! I received the wrong product. The package obviously has someone else's products, information and data so there's a breach right there. I sent multiple emails to skinceuticals, to its parent company L'Oréal and even to their CEO. I made several calls, always on hold for at least 12 minutes each time. All this effort to try and get them to collect the inaccurate product and to send me what i have actually purchased. No action has been taken so I consider this a fraud and have notified my bank accordingly. I am not paying for something I never received.

Wow. Does skinceuticals read their reviews? I was hesitant to give them a negative review because they've got the name. They're not newbies or unknowns in the skincare arena by any means. It looks like they're pounding that name into the ground. How sad. My experience is that I accidentally and happily stumbled upon a skinceuticals sample give away. What's the catch? Not much. All I have to do is provide them with my e-mail address and phone number so that they can bombard me with promotional texts and e-mails. Still, it was a good sized sample and a product I was happy to sample before trying. I was anxious to get it. Well, weeks went by and along with the promotional notifications, I got several emails saying my sample was on the way. I waited. And waited. And waited. I then got texts and e-mails asking how I was loving my sample. What sample? When I finally was able to get an e-mail address to inquire about this, I received an email back saying, sometimes we run out of the samples offered online. It's, as supplies last. That's not what it said. We had a deal of sorts. I kept my end, which was to supply my private info and skinceuticals said, Oh well. We can't honor that but NOW, if you want 2 samples, you need to buy something you've never tried. Then you get 2 samples. Really? And if you run out of those, then what do i have to do? I don't want to buy anymore inferior products. I've got a drawer full and skinceuticals is not cheap. I'm disappointed in them for sure, and after seeing all the negative reviews here, I guess I'm not the only one. Maybe they need to hire better equipped customer service reps? Regardless, I'm giving them a chance to respond to my last email and then will block, delete and remove every trace of skinceuticals from my phone. There's plenty of skin products that are great. I'll go to them. You lost me as a customer skinceuticals. EDIT: In case it wasn't clear, let me put it this way Skinceuticals, if I can't trust you to do something you said you were going to do. (as in send me a sample) then, I don't feel comfortable trusting you with my skincare needs. I really do believe you should read these reviews and work to correct what you can. Your customer service dept is lacking. I know you have other reviews but here alone is a lot of customers that you've lost. Customer's make your business. You don't seem to be awareof that and gong by the shear number, it looks like there might not be a future Skinceuticals, but, you do what you think 8s best.

Terrible customer service; I wish I had seen all of these reviews before purchasing. I ordered a product with 3-5 day ground shipping. After 5 business days, I checked the order status and saw that it was yet to ship. Only after calling customer service (no notification whatsoever) did they tell me that the product "sold out shortly after you placed your order". They said it will be processed now that I've complained, but I'll have to wait an additional 3-5 days. The lag time will be double their estimated maximum, and they offered no apology or compensation. Their only response was to offer to ship a return label with the product, so that I can return it for a refund if it ever arrives, which translates to "to make up for inconveniencing you with false advertising on shipping times, we'll inconvenience you further. You're welcome." They said they could not expedite shipping after the delay on their end despite the fact that they offer expedited shipping on their products. Horrible customer service, would strongly recommend everyone avoid their products.

They stink. The Emollience moisturizer is goopy, heavy and slippery. Not a good product.