SkinCeuticalsReviews of skinceuticals.com

Customer service non existent. Even their email review is a fraud. If you click it it will take you to kielhs website instead of a survey.

Order still has not shipped even though I selected express shipping. I ordered products from other companies on the same day and chose express shipping. All items came within 2-3 days. I don’t understand what’s going on, I wish I read the reviews before ordering from them. I also didn’t know I had to scroll down to select the free samples I thought that they were just included, I let them know and asked if they could include the three samples and they said once an order has been placed we can’t change it. So unhelpful. It’s such an expensive company with such bad customer service. It doesn’t make sense. Head office need to completely re invent their customer service team, it’s unacceptable and I’m sure not at the fault of the customer service team who are held to management decisions. Ugh. $1000 worth of products and I have no idea when they are coming, meanwhile I have no skincare as I wait so I need to buy extra skincare that I won’t use after I get my order. I made the mistake of thinking if I order directly from their website and pay more then I will get the best service, but I should have ordered from Adore Beauty or Active skin who have amazing customer service.

Customer service is beyond terrible. They do late delivery and do not event respond your emails. They are selling extremely expensive products but do not care about service quality

Purchased an e-gift card that doesn’t work Even with sufficient funds, the purchase doesn’t work when the e-gift card is used. I have requested the money back or even someone to override the transaction, and no resolution from skinceuticals. I am going in circles with customer service which keeps claiming that my issue it has been escalated and I should allow another 24 hrs. Absolutely pathetic customer service and supervisor support 😰😰😰

Bye Skinceuticals! Couple great products, but... Another bait and switch maneuver by Skinceuticals. I received an email from Skinceuticals inviting customers to make a purchase for varying amounts in order to receive selected gifts. Based upon the email and website promo (promise) I was induced to place an order I wouldn't normally have done, but I wanted to try samples and could do that with the gifts promised. I selected the gifts, added them to the cart, and the gifts did not show on the order/payment page. I assumed perhaps they would show after payment. They did not. I called customer service immediately, (having dealt with similar issue in the past), and was told my order was indeed was not showing the gifts. Solution: Wait to receive the order, then call and report the problem, and then this "issue," would be handled by someone else. Wow! Really shady. I said I wanted to cancel the order I had just placed about 15 minutes earlier. I was told it was already "in processing." After telling the rep that I would stop payment for fraudulent activity, she said she could cancel the order. She reported she canceled it, but I had to ask for an email confirming that. MORE...the email did not have the amount charged on it. I pointed this out, to be told, oh well, "you can check your bank account." NEVER AGAIN!

Hi folks, I’m a long term customer of SkinCeuticals and ordered 2 products online the CE Ferulic and the HA Intensifier which was a new product purchase for me. As usual, 3 nice samples were included. My package arrived via Australia Post and when I opened the box the HA Intensifier was missing. Only the C Serum and the samples were included. I contacted the Customer Service department immediately and spoke with Katherine who was supportive and walked me through what was required. I photographed the packaging and the products I had received and was told Customer Service would investigate with Australia Post as apparently all products i ordered were sent from their end. I understand they use the package weight to investigate. After a couple of weeks with no further emails from SkinCeuticals after sending 2 my end and a follow phone call today, I’ve been told their investigation shows no responsibility from Australia post and themselves and therefore that’s the end of the matter…….NO refund and NO replacement. So here I am out of pocket for close to $100 and not sure where to go next?? I’ve asked to speak to a manager at SkinCeuticals (LOREAL luxe) and have been told their manager will review the notes and is unlikely to contact me if the findings are the same. I’m just shocked as this has not happened to me before. Anyone out there had such terrible customer care from SkinCeuticals??

Extremely Disappointed – No Support for Defective Product I’m very disappointed with my experience with SkinCeuticals. I reached out simply asking for a replacement pump for a defective product—something that should be a basic customer service courtesy, especially given the high price point of their products. Instead, I was offered a small promo code for a sample item, which does nothing to address the actual issue. It’s even more frustrating knowing there are multiple documented complaints about this same problem. For a brand with such a premium reputation, this lack of accountability and support is incredibly disappointing. I expected better and will be rethinking future purchases.

Literally the worst experience. First time buying from them, brought the vitamin c serum as I saw it recommend. Ordered £165 later and then received the eye cream. I enquired which took 5 days to respond, and numerous chases to be told to send the item back for a refund. I don't want a refund I just want my item I paid for! It's not that hard. Happy to send the eye cream back but send me the serum!