Clarins Avis 258

Product is Soin Levres et Contours lip balm.
It comes in a small glass pot. It has a hard thick consistency so you have to dig some out with a finger and so get some under your nail.not practical or hygienic. The small pot slipped out of my fingers onto a composite floor and shattered around the lid. I had lots of tiny glass shards on the bathroom floor. I emailed Clarins saying I was not pleased with the Lip balm or the packaging. Their customer service is hopeless. You cannot reply directly to their emails and they did not address either of my concerns. Do not buy.

Such a lonely website so easy to find everything you’re looking for. The factual information on all products is amazing. All my products arrived and the packaging is so luxurious

My daughter bought me a Voucher online for £75, she got the confirmation, but the voucher was never sent out, we have queried this several times and went into the Clarins at John Lewis and spoke with a Clarins representative who took down all the details etc, I finally got an email with an e voucher, to use in an outlet store, there is a store but its an hours drive, I would like to use the voucher for a treatment. This has now been going on for months, CLARINS IF YOUR DESPERATE TO TAKE £75 FROM YOUR LOYAL CUSTOMERS HAVE IT - I HOPE PEOPLE THINK TWICE BEFORE BUYING VOUCHERS FROM YOU - YOUR CUSTOMER SERVICE IS SHOCKING, FOR A WELL KNOW BRAND AS CLARINS I AM SHOCKED YOU CANNOT JUST CALL A CUSTOMER AND SORT OUT THIS ISSUE

What a great experience dealing with Jaz the Clarins representative in Boots in the Bury St Edmunds store.
She could not have been more helpful and is really engaged and knowledgeable about the Clarins range. If I had a wish it would be a Jaz in every shop I went into !

I bought a gift set of Clarins Eau Dynamisante in December 2024 for myself in the sale from Escentual online. I've been using this product since its launch in 1987. After about a third of use of the fragrance the atomiser spray stopped depressing. I contacted Escentual who were brilliant and sent me a replacement bottle. It happened once again. And again, they kindly replaced it. To my surprise it happened again with the third bottle!
I didn't contact them this time as I felt I had had my money's worth by now from the three bottles that they sent me. I decided to decant the liquid from this last bottle into a travel perfume atomiser that I have and use it up that way. I've had the travel perfume atomiser for years without any issues, using it with various perfumes. 
To my surprise, after about 10 uses, it has stopped depressing! Just like the atomisers on the Eau Dynamisante bottles. This is no coincidence. I therefore went on Trustpilot and discovered numerous complaints of the same nature and the same on Amazon and Clarins website.
I am pleased that each time Escentual have honoured my complaints with a replacement. Something it would seem Clarins is failing to do for their customers, judging from the reviews. 
UPDATE - Clarins responded to my complaints. At first they were vague and offered a replacement cap/atomiser. However I persisted for admission that there was an issue they responded with "In the hopes of being transparent, at Clarins we are aware that there are regrettably some batches of production of the Eau Dynamisante Treatment Fragrance, which sadly have issues with the spray mechanism. This is something we are looking to fix in the long term as a matter of urgency, as we understand the frustrations and disappointment this has caused our loyal and new Clarins customers". They are sending me a new bottle of Eau Dynamisante.
The issue here is .. is the product SAFE to use?! If it is having this affect on an atomiser pump, what is it doing to our skin??
Clarins, we, the consumer, need answers!

I recently reached out to Clarins customer service for assistance with securing something for my terminally ill daughter (not a free gift) up until now I have sent 2 emails, both of which have been ignored.

I went to the Swindon outlet today, I adore Clarins and wanted to look at the Clarins store . I was served by Leona who was amazing she offered me a free facial sadly I didn’t have time . But she is credit to your company her customer service was amazing and she made me feel special very impressed and happy !

I recently bought some Clarins Dynamisante and the spray stopped working half way through the bottle. I subsequently bought another and the same thing has happened. I have emailed Clarins and received an automated response, then nothing. I have used Clarins products for years and disappointed and frustrated at the lack of support . This problem needs to be addressed and rectified.

Kamrun nahar ovee
Business manager of boots Westfield Stratford, she’s the best, I had a pleasant experience with useful advice🥰

I was approached with a welcoming smile and asked how I was from Sharon at the Clarins Counter, Browns Store, Beverley. She went through the facial products step by step outlining the content and the benefit of the product. She was very knowledgeable and I was not pressurised into buying anything, although I did and I am pleased I did. I would definitely recommend Sharon to my friends.

On placing my online order, I was unable to claim my rewards. I phone customer services, held for 10 minutes before pressing 2 for call back. I never received a call back. I then emailed. Eventually received an email which did not answer my questions.
This has been the pattern on my last 2 orders. After 30 years of using Clarins I am now changing brands. Customer service is appalling. I cannot recommend ordering online.

Nightmare on line ordering, ordered in plenty of time before my holiday, when i chased the delivery was told there is an order backlog, at no time was this indicated on the website so they are happy to take your money straight away, takes them days to respond to emails but basically every email the same "we have a backlog due to bank holiday and its being processed" now trying to cancel it as wont be here to accept the order and its a total nightmare! wish i had just waited and bought from the airport!!! customer service is totally non existant they just dont want to know.

I've been a customer since the 1990s, normally buying in store. However, Clarins were bombarding me with online offers, so I ordered through the website.

The parcel was delayed and when it arrived, it was clearly damaged. The Double Serum, the most expensive item was in a broken bottle, with the top detached.

I emailed them straightaway, got a bot response asking me for the information I had already provided, and since then - nothing. I should have read here, as that is apparently par for the course.

DO NOT ORDER FROM THEIR WEBSITE!

I bought an eau dynamiste fragrance and the spray has stopped working with half a bottle left. I’ve tried contacting customer services, sent pictures as asked, batch number etc and now nothing. I’ve tried to follow up but have received no reply. Absolutely appalling customer service and from research it is a common fault which has not been addressed. I have been a loyal customer for many years but will never buy from them again. I have a useless product and they do not care.

At this rate Clarins will be going under as I can’t be the only one. …. Second time in a row I’ve attempted to buy a big order using the £15 voucher I’ve earned by points. Again order didn’t go through, again £15 voucher lost. Last time customer service helped and reinstated the voucher. This time I got a standard patronising email about how to order correctly and no sign of the voucher. Asked again- nothing. So Clarins you have lost this customer of over 20 years. Have just received an order from Elizabeth Arden which is excellent value and easy to order. Bye Clarins

Why are the atomisers on the Eau Dynsmisante spray bottles faulty? 3 have stopped working, including an atomiser top that a department store Clarins lady gave me for free. The look on her face told me that this problem was nothing new. If Clarins can’t fix them, then they should withdraw the product until the malfunction is sorted and compensate all their customers who’ve paid good money not to be able to actually spray their perfume.

Complained to “support” about the atomiser bottles of their perfumes repeatedly failing as it’s happened to me 4 times twice with the same bottle.)
Got an email saying they had requested further information in another email (why?) and looked forward to helping me. Second email has not arrived. Utterly hopeless. No customer service whatsoever. I’ll buy a different perfume next time. Easy.

I was bought a Clarins shower product as part of a gift. Used it once and it stung like mad. I emailed Customer Services two months ago but have never received a response. Can’t abide poor customer service so I won’t be purchasing any more of their products. Plent if other brands to choose from.

Placed an order via the app, payment was taking however the order didn’t go through on their side. Customer service was unhelpful and didn’t respond to any follow up emails sent.
Placed second order today via app, money taken however basket was still showing with items in it.
I have now raised a complaint as this is completely unacceptable.

Poor customer service, I'd expect much better from a company like Clarins. I too (like many others I can see on Trustpilot) have a faulty bottle of Eau Dynamisante which stopped spraying after a few uses, and have done as their online team requested, sending photographs of the bottle, serial number on the bottom etc... only to then get no further response. There's no point ringing (advice given by John Lewis) as you will just stay on hold for 20+ minutes while they urge you to go online instead. They should be replacing these faulty bottles, as they know quite well this is a common fault, disgraceful way to treat customers.