SkinCeuticals Reviews

Purchased phloretin cf, broke out BAD.

Contacted customer services who initially apologised and said they would send out a replacement. (All in writing so have proof)

3 weeks later... nothing.

I called up twice spoke with Ali who said to wait. Called again and spoke with Emanuel who raised his voice and told me they will not send a product out??? He was rude, patronising and condescending. I will never Purchase from a company that treats customers like absolute rubbish.

I bought skinceuticals c e ferulic and when I open it the liquid was brown I called the customer service to see if this was normal and they said yes completely normal but they lied I bought a new one just to make sure because it even smelled like old chemicals and this new one the liquid is clear and it feels so much better on my skin.So disappointing they don’t care about their customers.

As other customers have stated the advertised promotions were not delivered with my order. I believe the checkout system created has been set up to fail for customers which actually is false representation/advertising under the trade descriptions act. Customer Services responded with a disappointing and condescending response stating it must somehow be down to something I did wrong/the fault of my computer i.e. you need to clear your cache or check your website connection and said there is nothing they can do despite them having my order number, date and all the details. Really? This is not the first time I have had such an experience with a L'oreal company over a similar issue, I have never shopped with them since and won't ever order from SkinCeuticals again. You just lost another loyal customer.

Update; 25th November - Thank you for your reply I have now had a further communication from your c/s team after I completed a feedback survey and this matter has now been resolved. I have noticed that the offer codes are now displayed more clearly on the website so hopefully this has improved the experience of others. I also hope also that when things do go wrong that the c/s team is given the means to be able to resolve issues without this rigmarole as not being able to do so makes their job very challenging as it appears it is not their fault that they couldn’t help me originally.

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.

The vitamin c that they're so proud of arrived oxidized and customer service couldn't care less. I spent a fortune cos theirs was supposedly the best. Sooo disappointing

I can only add to the chorus of complaints. They had a special offer where if you spent a certain amount on their products they would provide certain free products. I spent the relevant amount but never received the free products and customer services were nowhere to be seen. I will purchase skinceuticals products from different outlets in the future.

Compliant 07128018

My order never arrived, and customer service didn’t seem to care. I submitted a negative review directly and someone replied trying to offer a discount to hush it up (I had the same discount on the order that never arrived). I replied promptly and received an email a few days later saying they were closing my case as I didn’t get back to them… shocked at how appalling this is. I just want my money back

How can a prestigious company like Skin Ceuticals owned by L'oreal have such dysfunctional customer service? I bought an H.A. Intensifier and it arrived damaged. I sent them photos. They requested to have the product returned which I did and it was delivered. I requested a replacement. However, the consultant told me they no longer provided replacements but would offer me a refund. I agreed. A few days later I am receiving an email telling me that they will be sending me a replacement. I have received neither. Extremely disappointing from such a high-end company. No need to buy from them directly. Many other companies do a better job at selling their products.

If I could rate 0 I would. I have spent a lot of money with this company. Customer service is absolutely appalling. Shame on the company. I qualified for a free gift over a month ago. It never arrived due to it being out of stock. A month later still nothing. Yet I received an email today offering the same free gift that is out of stock apparently After countless emails still no conclusion. Why offer a free gift after spending over £200 and unable to fulfil it. I’ve spent in excess of £1000 with the company...Closer to £2000.within 6 months.
I have asked for this to be escalated to a manager and heard nothing.
Atrocious customer service.

I would rate this company zero for their customer service. As a business owner myself it’s incomprehensible to me why they care so little about their customers and especially when you see the price of their products.
I placed two orders for the same products, never received it and when I call to get an update each time I was told the products is not available and I will get a refund. Then they advised me to place a new order when the website shows the products ‘in stock’ which I did and the same thing happened. I called back to be told the same things. They refused to put me through to someone in charge and ask me to wait 48h for a manager to call me which no surprise nobody called. I spoke to Jason and Deborah and Kissi they took zero initiative and show no ownership or empathy for my frustration. It would be my staff they would get fired.

Was v worried seeing these reviews, but I cannot fault the service I received. Jason answered all my questions and all my products were delivered after few days. Thank you

I purchased a full size CE Ferulic which comes in as a part of age renewal system set from the official website back in Nov 2019. I tried to use it Oct 2020 after I came back to London as I was oversea due to covid. Firstly, all my previous order histories were wiped clean as they have redone their whole website, hence no purchase history on Skinceutical system. (I usually do 2 big haul a year when promo on their website, all gone!) Luckily, I was able to provide proof of purchase from my email. It was a brand new bottle, and the content exploded everywhere and 1/2 bottle liquid turned foamy as soon as I opened it. Initially the customer service refused my claim as it was out of 90 day after purchase. Given the special circumstance, they told me to send the bottle back for investigation. In Dec, their customer service contacted me and confirmed it was a faulty bottle, offered me a refund £73.33. We all know how expensive the CE Ferulic is, and I have chased them up on a several occasions to justify the offer, no response whatsoever. I contacted them again now in Jan 2021, the message was again that they can only raise this unless I accept the a refund of £73.33, no reasons given. I only wish to understanding how they reach to this offer, is that too much to ask? So this is how you treat your loyal customers, by dictating solutions without any explanations?

I placed my order to Skinceuticals on November 16th, I received an email from them a few days later advising that my order had been dispatched. The item has not been received by the courier. I have contacted Skinceuticals on a number of occasions and the response is that they are investigating it!! The fact that They have taken my money and not provided me with my order does not seem to matter to them. I am now pursuing this through PayPal.
I will never buy anything through their website again. Their customer service is appalling.

Absolutely horrible customer service - never received the promised sample, customer service does not care whatsoever. I got charged twice for the same order and they could not care less and told me to do a chargeback like it is a daily occurrence for them. Never buying anything from this brand ever again. There are a lot of cheaper alternatives on the market.