Clarins Avis 258

Third bottle of eau dynamisante where the atomiser has failed when around 3/4 contents remain. Assured by retailer fault resolved on purchasing most recent bottle - which failed in about 6 weeks. Hugely time consuming to deal with customer service to get a replacement nozzle (which also failed within weeks). Massively annoyed as around £100 spent for £15 worth of scent. Avoid!

A multi million pound company yet so hesistant to refund £22 for an item which has been falsely advertised! After me complaining the item was no good, they asked me for the following: picture of front and back of item. Picture of serial number from bottom of package. The receipt for proof of purchase. A picture of the actual item....and have now asked me to go to Post Office to send the item back to them!! What an absolute joke of a company....embarrasing!!

I have emailed the Clarins Customer Service Department three times and had zero response. Truly shocking for such a large ‘premium’ company…

Love Clarins Eau Dynamisante and have been using it for many years and am often asked what the wonderful fragrance is I’m wearing.
My problem is the same as many others on Trustpilot with the spray malfunction. It’s happened twice now and I’d only used my latest bottle once before it gave up the ghost. This never happened in the past so something’s obviously wrong here and their CEO should intervene. No reply back from Clarins to my email.

Dreadful app, would not work. Took £300 gift voucher and crashed and then said it had zero on the card. There customer service email bounced and no way to send messages on there help. Avoid clarins at all costs

I am extremely unhappy that my last two orders CLR_UK04257665 and CLR_UK04254190 for the Clarins Christmas Showstopper have been cancelled after ordering them online and being charged too. It happened twice in the last 5 days with my last two orders, despite of receiving in writing the product availability from the Clarins customer service team!
Both times the product was available online and the order was confirmed.

What it is infuriating is that the Clarins Christmas Showstopper shows still available online and can be bought at the time I am writting this review.
Is this a scam?? Deceiving your clients into spending at least £79 on Clarins products to qualify to buy the Clarins Christmas Showstopper for £79 instead of £327?! Take their money and cancel the Clarins Christmas Showstopper, despite of still being available online?
Isn’t this illegal? Misleading your clients?
Shame on who thought that this is a great strategy to sell more products, because it isn't!

Please be careful. Clarins use DPD to deliver their products. Today, a large delivery from Clarins was expected between 2.15 and 3.15 pm. We received a text before this time, telling us the delivery driver tried to deliver but nobody was at home. We have been at home all day. I contacted the DPD head office, only to be told that this often happens. The delivery will be made tomorrow, but to a local shop! Needless to say, we won't be using Clarins in future. Shoddy service from a shoddy company. Buy at your peril!!!

I placed an order for my wife's Christmas present on 14th Dec, it was dispatched within days via DPD but never arrived, the DPD website states "there is a problem in my area and my order has been delayed" despite since recieving packets delivered via DPD from other companys days later, after a few days without the message changing I emailed clarins, no answer. a couple of days later I contacted Clarins via chat, no answer..next day I tried again, still no answer, next day I explained to my wife that she wouldn't be getting a Christmas gift this year. She then messaged Clarins via facebook, of course she received no answer. between us we have contacted Clarins four times over a week and had no answer. I tried contacting DPD and all they replied was to contact Clarins! this is my first time buying off Clarins and it will be my last

a quick update 6 days after sending my email they finally replied, telling me what i already knew that it looked like DPD had lost my wife's present, they said they would re- send, two days later I get another email off them to say the voucher is out of stock and they would be sending me a refund and I would receive it within the next 7 days, what a terrible experience, some of the worst customer service I have ever had

Ordered a product on 13th Dec. Due today 20th been allegedly at the Morley DPD depot since the 17th. No update from carrier or Clarins. Do not enter a contract you cannot keep. I would rather an email or a note at the payment page stating “we cannot fulfil his order”.
Customer would know where they stand then.
When will or will the parcel be delivered at all?
Rather have my money back but no doubt that will take multiple working days.
Rotten service, rotten company

I had 2 eau dynamiste given as presents both have faulty pumps ie won't work . 1 after a week or so the other after less than a week. As they were presents I have no receipts. Clarins won't take responsibility and replace without receipts. Its obviously their product and the same fault in both ! Impossible to speak to anyone on the customer number , chat bot no reply , finally got an email answer that demanded receipts . Love the fragrance, but very poor quality delivery and customer service. And it looks like it's not just me!

I am writing this review to express my disappointment with Clarins uk online service. To start with I completed the online form relating my issue, then I heard nothing back. I sent them an email, nothing back. Long story short I tried four times to grab their attention via email, which should not have been the case, a customer trying to keep contact YOU. It is quite upsetting that I have not received an answer from such a big company as Clarins. As we speak, I still haven't received a response(and I'm not expecting one anymore) but it's really a shame to ignore emails even more to your loyal customers more than 15 years. Competition is so high out there so you have to keep up if you want to build a great rapport with your customers. By ignoring someone is not a good start.
Definitely I will move to a different brand.

I placed an order through my login and should have received a free gift as it was over a certain value. No free gift received, messaged on the chat function no response and then sent an email no response!! For a company of this stature I would have expected a lot better customer service.

I went onto the Clarins website to order several products for my husband’s skincare routine, but the whole thing turned into a slog. I needed a bit of guidance because some of the moisturisers overlap in purpose, and it got confusing trying to work out which ones actually make sense together.

I tried using the Personal Shopper tool, but it simply didn’t work. I clicked everywhere, refreshed the page, tried again… nothing. So I moved on to the “Chat with Us” option, hoping for some clarity. Instead, the chatbot told me my message was too long to understand. It was four lines. Relax, it wasn’t a novel.

I finally got put through to a customer representative, only to be met with a copy-and-paste message recommending the Personal Shopper again, plus the same link that already didn’t work. I replied twice, explained (again) that it wasn’t working, and said I wanted to complain about how painful the whole process was.

No response. Not even a “we’ll look into it”. Nothing. How rude.

Buying skincare shouldn’t feel like hard labour. Sloppy, unhelpful customer service; a website that’s slow, sluggish and obstructive; nothing slick, nothing supportive. And customer service that clearly couldn’t care less.

Well, here’s the twist: I don’t care either. I’ve already voted with my feet and taken my expensive order to Clinique.

Is it any wonder you’ve got a 2-star rating on Trustpilot? Honestly, good luck with your future. I hope people start holding you accountable and stop settling for this level of service.

I really cannot understand the poor reviews for Clarins. I have shopped with Clarins for over 15 years and they’ve always been fantastic.
So, addressing some of the issues raised by other reviewers:
Delivery times: Clarins do state a longer delivery time than some other companies, however unlike some other companies they DO deliver within the time stipulated. Clarins offer different courier options so always pick the most reliable courier for your area. The deliver information used to be poor (more the courier than Clarins) but not it has greatly improved.
Quality of products: I’ve found some products suit my skin better than others but this is the norm for any skincare brand. Some people have complained about recent ingredient changes eg the double serum and the lip balm, personally I have been lucky and loved both the old and new versions, but I appreciate that for some the new formulation has not suited them. Clarins have in the Black Friday sales been selling off the older versions so I would suggest buying up in bulk, but I think if lots of people leave bad reviews for the new product it will force Clarins to rethink in order to get sales.
Onto the sales: Clarins have some of the best sales discounts and gift offers, and not forgetting 3 samples with every order (sometimes suspected during Black Friday). These offers and regular change of offers along with their loyalty scheme is a lot more generous than a lot of other skincare companies.
Customer services: I have once dealt with customer services about receiving the wrong free gift, they were very polite and helpful and explained they had run out and when I explained the substitute gift they had sent really wasn’t suitable (it was all men’s skincare items) they said I could keep it and sent me another which was more suitable.
Maybe I have been lucky, Clarins products suit my skin, I would much prefer to be told a realistic delivery time and it be delivered within that time and I have a great courier and I haven’t had to deal with customer services much.

Poor customer service, not trying to solve problems at all.
Asking for an address change is like shirking responsibility. The customer service asks me to change the address when the parcel is handed over to the delivery company. I have tried a few times to change the address, it only has limited choice to change.
It is 2025 now, why is your system in Clarins falls behind, customers cannot amend and cancel anything, it seems you just want to boost sales without providing service.

Clarins promote themselves as a high quality cosmetics company and charge high prices for their products.
Like many others on here I have got the Eau Dynamisante with the faulty spray (x 2) making it unusable. Whilst I am aware that faults occur no matter what the product,the fact that Clarins are fully aware of the fault yet keep selling the faulty product to its customers shows a complete disregard for all us.
The best judge of any company is how they deal with things when they go wrong and Clarins have behaved dismally with these complaints.
I will no longer be a client of such a business.

Just wow!! I placed my order on Black Friday itself, and it arrived the next day (having stated my order could take over 5 working days to arrive). It was packed perfectly, with zero damages and all my order was fulfilled! Even the gift with purchase was worth changing my purchase from a lower gift set to a more expensive one! Well done Clarins UK - I will be shopping with you again!

Order with caution! I love Clarins products but sadly I’m still missing an (expensive) item from my last order. I can never get through to customer services on the phone. Eventually received an online response saying my missing item would be with me on a specific date. 3 days later and I still don’t have it.

2nd time this year I have purchased a cologne with a faulty spray. I was told unofficially there was a known (by Clarins) faulty batch in circulation with lots of complai to but it seems Clarins continued to sell the items. I have complained a number of times but have been asked for all kinds of proof ..unable to give as packets and receipts disguarded (as you do). Clarins do know about this issue but don't want to know! ... appalling customer service!!

It seems my problem is common , in that the spray nozzle on the Eau Dynamistante has stopped working after only 2 months .The same thing happened with the first bottle after a short time [ this is my second] .
Very disappointing as I have been a Clarins customer for a very long time .
I will not buy this again or any other Clarins products from now on as clearly the quality is not very good at all.