TatchaReviews of tatcha.com

Ordered a product I’ve been using over a year and it arrived smelling like chemicals, chunky and burning my face - the product clearly went bad.

I returned 2 items. Tatcha confirmed after a month they had received it and then said they would issue a refund. After another month I still do not have my refund and they are not returning my msg. There is no way to contact them except through msging and email. I am now being ignored. Add to that the cream caused me to break put completely.

Every year in January, Tatcha has a promotion called "Lucky bags', in which customers can earn a mystery bag of goodies in proportion to how much they spend ($100-$199 orders receive a mystery bag worth 100+ and orders over $200 receive a mystery bag worth over $200). I had heard about this for years, but had never taken skincare seriously. I decided 2023 would be the year to finally start my skincare journey, and I wanted Tatcha to be the brand I did this with. I purchased over $200 in products (hilariously only 2 items made this up, since Tatcha is extremely overpriced for the simple ingredients they use in their products), got the more expensive lucky bag, and waited for my skincare journey to begin. However, the package was lost by UPS, as it was shipped with quite possibly the slowest shipping I had ever seen from CA to NJ. I immediately contacted Tatcha and filed a claim with UPS. The claim was approved by quickly, which means that Tatcha would receive a check for the value of the package, which includes the gifts ($400+). I on the other hand could not get in contact with Tatcha, as their only means of customer service is through email. They conveniently closed the phoneline they previously had for customer service calls and their live chat was suspiciously never live, even during the middle of the day. Finally, on 1/25, after a week had passed (which was now 3 weeks since the date of purchase) they finally answered with conflicting responses. The first one said that they needed to wait for the check to come from UPS before they could issue a refund, and the second was that they had approved my dispute with my banking institution and that I would be refunded. I emailed them back expressing my disappointment with this extremely delayed response and that for no fault of my own, I would completely miss out $200+ worth of products that were included with my purchase. I sent that email on the same day they responded to me, 1/25, and today is 2/4 and I still can't hear back. Clearly their "customer service", if you could even call it that, has washed their hands of me. I am absolutely disgusted by this lack of basic professionalism. If anyone's looking for a skincare brand that's actually affordable and produces real results, I recommend Glow Recipe or Peach and Lily!!

Amount debited from bank account is over a 100 more than my receipt. Sent email. Got auto response almost a month ago and no follow up. Chat is closed. Phone lines as well. No way to reach this company to get it corrected. Horrible!! Never again!!

Shipping moves at snail speed; expect about 3 weeks to receive your purchase. This occurred the first two times and the second time someone emailed out of the blue to apologize for the shipping delay. "It's not our standard so please accept this 25% off code for your next purchase as an apology"....except that code either never worked or had an unspoken expiry date. They are shooting themselves in the foot and have lost a customer.

I placed an order on their site and unfortunately (yes my fault) entered my card details in wrong (wrong security code.. couldn’t be bothered double checking it so yes, my fault) anyway, I used a gift card on the order - the whole order was declined, okay that I understand but now? Now it says the balance on my gift card is $0 and they do NOT answer your emails or direct messages on social media!!

Very bad experience, ordered a water cream and when it arrived it felt suspiciously light. Opened it to find they had sent me an empty box! Absolutely disgusting, pretty obvious what had happened. Not even an apology but they did replace upon getting my email. Wouldn’t buy again from them.

Ordered on November 28 and it shows to be delivered December 11. When I track the order it stayed put in the same place in California. Order never arrived. Zero customer service. Emails bounced back to thank you for reaching out to us. Zero live agents ever available. No ability to leave a voicemail. Finally was notified via email after six weeks that I would get a refund and they could not deliver it because of wrong address or lack of signature. This is very inaccurate since the tracking shows it never left California. Beware of this company when ordering.