Clarins Avis 258

The spray didn't work I
John lewis store replaced it for me. This is now the 3rd bottle which doesn't work. Obviously serious problem having read other reviews

Claimed to have delivered parcel but haven't.

The goods were meant as a birthday present and now I'm chasing my tail trying to find out where they are. The courier is Yodel, which tells you all you need to know

Waited for ages on the web chat without any response.

First and last time I'll use these clowns.

What a shambles!!

I purchased this product before Christmas. The spray stopped working shortly after. I complained and it took months to resolve, often getting no replies to emails even after sending the required video, bottle manufacturing number, purchase order number, receipt etc which seemed odd as I bought it using my Clarins account so you’d have thought Clarins would easily be able to trace to my account but no they still required all of the above to prove proof of purchase and that it was faulty. Eventually I was sent a new bottle top. This worked for short time but has now broken again. I’m really frustrated as I love the perfume but the customer service was so dreadful and didn’t offer a permanent solution so quite frankly I can’t face complaining again and having go to go through the whole frustrating process again. I think I’ll just have to give up on this perfume which is a shame as it’s the perfect day/work perfume. From the reviews I’ve read this is a common problem. Clarins you need to do better.

Super fast delivery (free too) arrived less than 48 hours after ordering!. Fantastic value sets in the summer sale and SO SO many extras/samples including a stainless steel bottle, 30f sun cream, 50f sun cream, aftersun, lip oil, body oil etc. Nice sizes too not just one use. The sets were as ordered, beautifully packaged and the quality one expects from Clarins. An excellent all round experience that I wouldn`t hesitate to recommend. GOOD!

Absolutely awful service. I paid for an order but it was sent back to Clarins. I have emailed multiple times asking them for clarification on what's going on. At this point I just want a refund. Their email system is awful - you can't just reply to their email they send you as your email says it's an undeliverable address. Therefore, I have to send a new one and then I don't get the ONE HELPFUL person but get a useless message which clearly doesn't take into account a single damn word I've said. Give me back my damn money, Clarins.

Update: finally got a refund thanks to the helpful women I spoke to. The people on the team are trying their best but the system Clarins as a company has in place is very stressful to use!

Phoned customer service about my order, prompt response and all my questions answered, order turned up couple of days later however no free samples enclosed, phoned about this, free samples arrived 3 days later. Excellent service

Booked my usual 15mins express facial at the Clarins counter in John Lewis Chelmsford and at the end of the treatment I was told by the Manager on the counter that I had exceeded my free monthly allowance and that I would have to pay £20 to book another express treatment which would come off the cost of a product on the day. I asked if this is something new that Clarins has bought in and was told it has always been like this. I thought this sounded very fishy so when I got home I checked the T&C's and nothing is mentioned about the customer having to pay any money upfront or how many visits the customer is entitled to. I emailed customer services about my experience and they said they would need to get a Manager to contact me. The following week a lady called Demi (Customer Services Team Leader) emailed me and later called me to say they are looking into this as a matter of seriousness and urgency and that I will receive an answer soon once investigated. Many chaser emails have followed and I am still waiting on the outcome! Apparently this has now gone as far as the Reginal Manager. I would like to know if I am the only customer this has happened to and if I am still able to continue booking these in the future.

NO RESPONSE TO THIS REVIEW

The customer service is just awful from here tried calling was keft on phone for over 1 hr with no reply so email and had no further responses or help ive had much better treatment from cheaper companies

Dynamissant spray nozzle stopped working after 3 weeks not what you expect from clarins after many years of using their products

Ugh! What happened to the sun cream scent? The new smell is awful, like very cheap and nasty perfume. The old smell was so lovely and very classy and I was horrified when I bought two new sets to replace my longstanding old ones ready for this Summer. This sun cream was always expensive but was worth it for the amazing smell which was just holiday in a bottle. Really wish I had read all the bad reviews about the new scent before I wasted my money and bought on line - I can't even give them away as I wouldn't wish that horrible smell on anyone I like. Oh well, the hunt is on for a new brand as I will not be buying any Clarins sun products from now on.

I bought a bottle of eau dynamisante and the atomiser stopped working. I thought it might just be a one off and bought another bottle in the hope that I could use this atomiser when I had finished the new bottle. 2 weeks in and this atomiser has stopped working as well. I have been using clarins for many years and am so disappointed.

I was placing an order with a gift card that I got for Christmas.

I added the gift card to my order and it took the gift balance off. Then asked for card details for the remaining amount that was due.

When I put my cards details in, the price jumped back up to the full amount and it ignored the gift card.

So the order was then placed without using the gift card.

I jumped straight onto the live chat to see if there was a way to fix this fault. And was told no, I didn't add a gift card so there was no way to fix it.

I requested to cancel my order so I can use the gift card and was told no. They don't have a way to cancel orders even if they've just been placed so I'd have to return my full order for a refund once they'd processed it, shipped it out and I'd received it.

What a useless system. And an error on their website. Rubbish customer service! Avoid!

I ordered an expensive product from Clarins and the day after, they reduced the price of the product. I sent them a request to honour the new price but they didn’t bother to reply. I looked at the reviews on Trustpilot and saw that Clarins have been asking dissatisfied customers to email their help address for the attention of a Team leader. I emailed them at this address but still didn’t get any response. No doubt they will respond to this review with the same advice!

Bit of advice for you Clarins, if you’re going to sell a premium product, at least have a customer service to match.

Just to rub salt into my wounds, I received my order and instead of giving me mens samples (I am a man), they gave me womens!

UPDATE: As you can see from Clarins response, they really aren’t helpful or even sympathetic. Nobody told me I could return the items until now and they couldn’t even bother to rectify the woman’s samples I received. What an awful service. Steer well clear of these cowboys!

Excellent customer service. I recently had to email a query through to Clarins, everyone I spoke to on the team were great especially Demi who was wonderful. From the minute I sent my email through I felt helped, reassured and had swift responses. Thank you

Faulty atomisers :
I received one Clarins Eau Dynamisante as a gift , After a few weeks the spray stopped working . I have used this all my life and decided to buy a second bottle. I was really upset when the same happened to the next bottle ! I approached my local store where I made the purchase some months prior .At first they manageress offered a replacement when their new stock arrived . In the meantime Clarins instructed them to refer customers with faulty atomisers straight to their helpline . Like many others on this site I was truly shocked by Clarins extensive proof of purchase requests ie for photo of original packaging ( I threw it away because this is my daily scent and it worked initially why would I have the box ? ) They also want either receipts again long thrown away or bank statements as proof of purchase .I can’t possible isolate which transaction relates to the Clarins as my transactions just list the store where multiple purchases were made not the individual products bought . I was told without the above they would be unable to assist me , how convenient for them , I’m disgusted and disappointed.I thought faulty goods were subject to different rules ? Im considering going to speak to my local press to see if they can help find out how many other customers are affected by this ( my local store said they have had many many complaints ) and that’s just a small county town imagine the numbers in major cities . At £40 or so per bottle I can’t imagine how much customers have collectively lost .
.Constructive Suggestion: Clarins please give your suppliers a box of spare caps , when I pulled a cap off a different perfume it almost worked but wasn’t quite the right size .
Update : I have been contacted swiftly by Clarins. Having supplied photos of my two bottles they have offered 2x50ml replacements without need for receipts. This is welcome progress thank you Clarins but I paid for 2x100ml and feel I should receive like for like . I will update my review again once replacement has been finalised.
2/4/25 received a parcel from Clarins 2x50ml of the wrong scent . As well as the wrong fragrance it is also only half of what I purchased .Im Trying to return it and will update again shortly .

I received an email from Clarins offering 20% discount if I downloaded their app and placed an order. I took advantage of this placed the order and redeemed a £15 reward voucher that was available to me as I have a gold status in their loyalty club.
After 10 days of not receiving the order I contacted them by email to see what ha happened. They responded straight away advising there had been an error and the order had not gone through. They advised me to re order.
I emailed back asking if the discount would be honoured and if not could they return the reward voucher that had been used.
I have had no reply at all despite sending two emails. So much for a loyalty club, Clarins appear to have very little regard for regular customers abs customer service appears to be shocking.

I have been trying to contact customer services since December. No one answers the phone, nor the live chat and i have completed the contact us web form several times without any response. Appalling customer service.

I am still waiting for a refund for non delivery of goods over 3 weeks later.
Update: I've started a facebook group to support each other with Clarins UK scam. (Scammed by Clarins UK)

I have been trying to get in touch with Clarins about a faulty spray nozzle which is the second faulty nozzle.I have phoned many times but just a message saying can’t take my call.I have emailed, no reply.Boots the chemist have been informed to direct faulty nozzle inquiries to Clarins but I can’t get through to anyone!

It’s been over 3 weeks since I returned an item that was ordered online. Having issued an inquiry about the process at least 5 times, I’ve not yet heard a single response. Terrible customer service, unsure what timeline they are working against but surely it isn’t over 3 weeks. I’ve not experienced customer service this terrible in this day and age.