Clarins Avis 

Don’t order online. Dreadful service.

I have been trying since 26th March to contact Clarins. Order paid for and not delivered. Customer service phone not answered, website communication returned. This is not just today, but for weeks!!

I placed an order on 3rd April, that one arrived promptly as usual. However, the next order I placed on 4th April did not arrive as expected. On 14th April I received an email to say that my order has been cancelled and the money would be credited back to my account.
I need to know who cancelled this order? Why was it cancelled? Why was I not informed of any reason for this cancellation? I have been a loyal Clarins customer for several years but am now considering changing brands. Certainly would not recommend Clarins to anyone if this is the way we are treated. I have contacted Customer Service but no reply as yet. I tried the Chatline but that facility wasn’t available. I’m so disappointed as my order contained my Birthday Gift from Clarins and several other items that were then priced competitively- I don’t suppose they would be if I re-ordered?
What a shame - because I love Clarins products.
I’ve just upgraded this to 5 star today 29/04/23 as I received a lovely phone call from Clarins explaining the technical issues and apologising for not letting me know why my order was cancelled. I also got a discount code which I have now used. My faith in Clarins is now restored.

What on earth is going on with Clarins Customer Service and their website at the moment?! I have been a customer for years and never experienced anything like the dreadful service currently ongoing. I tried to do an online order using my loyalty discount and it wouldn’t complete the order with the discount. Having tried to call them many times over the last 2 weeks I tried to order online again and they have increased their prices quite a bit so I have lost out on my discount and the old price. Not at all happy. Come on Clarins get your act together quickly before you lose customers. There are plenty of other beauty products out there.

Awful!!

Just tried to place my first order on the website and the money was taken from my account but the order was rejected on their website.

Also, the preauthorisation hasn't been reversed since 2 weeks ago so I don't have my money, neither my order and I can not dispute the money with my bank.

Be very careful with this company when placing online orders.

I have contacted customer services but no reply at all.

UPDATE: Clarins has taken my money and after 15 working days I can't even dispute the transaction with my bank because they haven't released the preauthorisation.

Worst online experience ever. I still don't have my money and I can't dispute it with the bank.

Still waiting after 3 weeks. They haven't responded to 2 emails sent in the last week. Have tried to get through on the phone today but they say that their office hours are 9.00 to 5.30pm Monday to Friday (Today is Wednesday so why are they not answering the phone!). Trying to get through to contact someone is pretty much impossible. Horrendous customer service.

Solina at Clarins, T5, London Heathrow, is a real ambassador and World Duty Free. She is highly professional, knowledgable and always willing to help with advice on products. Solina make shopping a real pleasure and ensures a positive customer experience.

Placed an order on 23 March - payment taken. No order confirmation received and no email updating on delivery. I have tried to contact Clarins via the website (email keeps bouncing back) and on the phone - the team is currently unavailable (and has been since last Thursday). I am a first time customer and am very surprised that Clarins are so haphazard in their approach to customer service and retention. Yes, I understand they may be busy - but clearly there are insufficient, or poorly-trained staff working within Customer Relations. And after all this, I still don't know when (or if) I'm likely to receive my order. Is Clarins in financial trouble? Very, very frustrating.

Placed my order with Clarins 13th march have still not received it, have contacted customer service 6 times now and all I get is a computer generated reply from Sophia saying no updates but I can cancel which is not guaranteed !!! so they will not refund and they will not send out my order, absolutely appalling do not order from Clarins UK.

Back in January I bought Clarins beauty balm paid £36.00. To be fair lady at John Lewis was really nice and really helpful choosing the product. I just recently started using the product and the top screw got completely broken as the product bottle is faulty. I did emailed the a Clarins customer service provided all the information and picture evidence of the broken product. Promise to respond within 48hours was never received. After a week I received fairly positive email from them asking for more information and more pictures. I did provide them everything they asked me accepted the prof of purchase. I did explain that I bought by cash and while ago so I don’t even have the receipt anymore. Clarins then responded that without the receipt they’re not going to do anything about it even their product is faulty. Customer service is shocking it made me feel like I stole the product!! Never ever I’m going to buy anything from them or recommend to anyone even I did liked multiple products from the company

My daughter aged 4 and I headed to Boots on Long Acre in Covent Garden before heading to see Frozen. I had to make some purchases at the Clarins counter and Briody who was exceptionally helpful, i asked if she would mind giving my daughter a small makeover and she showed her so much fun and made her feel special and I couldn't have imagined my daughter to have encountered a better experience for that moment in time.
I thank you Briody for your personal and special approach and offering my daughter something beautiful to remember .:)
Kind Regards
Mary

Hanna and Lauren at clarins house of frazer blue water are amazing
Their customer service is second to none plus they are genuinely lovely people.
Clarins you’re lucky to have them.
Karen and jean

Clarins advertise treatments on their website but then in the smallest of small print exclude treatments from the normal gift vouchers they offer on their website. Spent £150 for the wife for Christmas. Wasted money. Don’t buy from Clarins, absolute garbage.

Please note following my review from yesterday (see below) I was contacted by Clarins Customer Service and any issues has been resolved .I am very pleased Clarins managed to make ne re-gain trust in their ability to rectify problems and aim for clients’ satisfaction.

I recently had a terrible experience with Clarins customer service regarding a missed delivery ( due to an initiala mistake from DPD and followed by a mistake by Clarins customer service) I have asked for Complaints procedures, apparently Clarins hasn’t got a customer charter and I was told to send the complaint to help@clarins ) So I did and I also completed the online feedback form. It has been over 2 weeks since I’ve placed the order and my complaint has been completely ignored. Having a disability I do most of my shopping on line, mistakes happen but normally they get rectified. Clarins did not rectify the mistake but aggravated it, and the order was lost by DPD. I feel I was treated with little respect by Clarins customer service.

Bought my usual clarins cream (hydra essentiel), the new version is totally different, the texture is awful, it's not comfortable on the skin, it's doesn't even feel like a night cream, it's like a white paste. I posted my review on the clarins website and 10minutes later they remove the review. WOW! I lost total trust in Clarins and all the reviews on their website.

My eperience with Clarins is that their products are top notch. I spend anywhere between £50 - £120 each month. Recently ive noticed their customer service response time is slower and though frustrating like any buisiness there will be periods when this happens. It could be a number of reasons. However I feel very strongly that they want to give great service so im not concerned. The products themselves are high end and so you can expect a price to pay however i pay tribute to their loyalty scheme. My wife always looks fwd to the free samples and takes great pleasure in looking through the options. Personally i have always had good customer service though on ocassion a mistake is made or a product maybe underfilled but in my experience this has only happened twice and it was resolved professionally and fast. So I rate clarins overall five stars.

The below is an email sent to customer services, well over a week and no response. Terrible service and miss sold product!

I was a first-time customer of Clarins late last year and was advised to buy your gel moisturiser for men. I actually bought 2 of them as I was so optimistic after your salesperson advised it would be great for my dry skin.

That purchase was in your Fenwicks of Newcastle concession.

Last week I was in the boots metrocentre concession with my wife who was buying some items for herself. I mentioned politely to the salesperson there that I didn't feel the gel product I had bought was making any difference to my skin.

When I told her that I had dry skin, she said that I never should have had the gel recommended, instead, the balm would have been the better product.

This made me quite angry, an anger I kept to myself, as I had trusted your Fenwicks salesperson and bought not inexpensive products.

Either way, you representatives have given me conflicting advice and it looks like I've wasted my money.

I'd hate to think that I was misled to achieve a sale in Fenwicks but whatever the case, I can't trust your brand any more.

I wanted you to know so you can decide whether you need to consider retraining your staff or whether this type of sales tactic is accepted

Having had numerous orders changed or undelivered, I decided to buy what i needed from an actual shop, so I cancelled my subscription. Or so I thought. That instruction was ignored and I was charged for a new order which was scheduled for delivery. An email and text from Yodel told me it had been delivered to my house, and even though I was at home, nothing was delivered. Tracking Yodel is a joke, they are meant to take a photo of the parcel in an open doorway, but no such photo exists. Too aggravating, unnecessary stress, and no one needs Clarins discount that badly!

To say I'm p###ed off is an understatement Clarins customer service said when i called them due to unforeseen circumstances we can't take your call what a joke obviously they have let hundreds of customers down and have stopped taking calls They sent me an email saying my icon collection order has been dispatched via DPD who haven't a clue where my parcel now is my order was placed 15th December with a guarantee of a delivery before Christmas so there website said. I tried emailing customer service but nothing back from them obviously my order won't get here in time for Christmas I expect a full refund and if it was dispatched and does eventually turns up you can have it back and cancel the order

Unable to contact them, phone line just on hold, live chat is dead, email customer service no response, ordered on 14th Dec still shows as 'processing' !!!!