Clarins Avis 258

Well done 'Team Clarins'! I am pleased and grateful to say that my issue now been resolved to my satisfaction and would like to thank Demi, team leader, for facilities of this matter.

After speaking to Marb at Customer Services this week about a problem I had, she responded immediately.
Thank you Marb

The Clarins Eau Dynamisante spray has stopped working after just a few uses. The bottle is full. It just dribbles out and makes a mess. Not great, as now I can’t use it. Not a goood experience for what is supposed to be a quality product.

Customer Service absolutely nonexistent!
Clarins sells faulty products knowingly and keeps selling them. Don’t think you will ever get a refund or an exchange if you purchase a product which is faulty.
They don’t even pick up the phone at their Customer Service desk only an answerphone message telling you to email them. They don’t have the balls to even speak to you. Our advice avoid shopping at Clarins as you will be let down for sure!

Faulty pump on double serum eye as so many others seem to have experienced.
Dispenses far too much product each time so nearly half the bottle has been wasted.
Customer service didn’t answer my complaint until I left a poor review on Trustpilot, then they emailed a patronising response.
So I am leaving another review -
DO NOT WASTE YOUR MONEY!
Try Medik8 or Clinique.

Eau Dynamisante faulty atomizers every time on last 4 or 5 bottles purchased. As below fill out contact us form its acknowledged but no more is done This has happened on all my recent purchases of Eau Dynamisante over last couple of years! The atomizers on all cease to work after a few uses so I am left unscrewing the atomizer every time I want to use the fragrance. It’s really not acceptable for over 30 years I have used this product, and I am really fed up with the poor-quality atomizers and lack of customer service!

Eau Dynamisante faulty spray. Bought a replacement due to faulty spray and the replacement has also stopped working. Hardly used. Awaiting response from Clarins customer service.

Ordered many products online and they arrived in perfect condition 10 days after placing order. At first I was disappointed to find out that it can take up to 10 days to ship my order, but it wasn’t the end of the world. Just not as quick as other companies.
The app could do with a revamp as it’s a little slow with updates on shipping and adding points to loyalty card.
Overall I am pleased with transaction from start to finish.

I have used Clarins for most of my adult life. I have 2 bottles of Eau Dynamisante and the sprayer has just stopped working I cannot use the parfum. Went into boots where I purchased and the sales assistant told me there was a fault with the sprayers and there was nothing she could do (I had hardly used any of the spray), she gave me a contact for customer service. I have sent them 4 emails and I have not had a response. They still manage to send me emails advertising products. What a disgrace Clarins! High price items and this is the way you treat your loyal customers... Love the products but maybe it is time to change to another brand. VERY disappointing.

I am having the same issue as others too on perfume not spraying. Almost full bottle. Products are too expensive to let this go. Please just send me a new top.

My time delay lid is broken after just a few uses. I have sent pictures and my receipt etc etc as requested BUT now customer service have gone quiet!!! Wow, pretty unimpressed. It looks like another company which I'll have to tick off my list....:0(

@@@@16-01-2025 STILL NO PROGRESSS/ ACKNOWLEDGEMENT OF EMAIL TO DATE

01/02/2025 I have now forwarded to team leader and await resolution. To date, I do not have this.

LIP OIL SCAM!!
Sold me a faulty Clarins Lip Oil where it leaks. Was told by the sales assistant that it 'happens all the time', and 'theres nothing she can do about it'. Customer service is a joke, they don't respond to any emails. DON'T BUY.

Been trying to do an order for Christmas half of what we want is still out of stock. In the meantime they have removed most of our loyalty points. Won't be shopping with them anymore.

To add to this I haven't had a response from the form I submitted on their website 10 days ago. Poor company.

Posted this on clarins.com around 8th Dec still no reply to it or my email on their website.

To add i did contact you and you can't be bothered to respond. Nice way to fob people off zero stars. Do you think everyone is contacting you because your rubbish. It's OK I got what I needed 3lse where and will not be back. A month to respond to me and you tell me to contact you again.

I was given for my birthday a 100ml bottle of Eau Dynamisante I used less than a third of it and then the spray has stopped working. I contacted Clarins who wanted pictures etc and a purchase receipt and a copy of the transaction on a bank account. I sent pictures but this was a gift I just cannot ask the giver for a receipt that looks so ungrateful and rude. I told Clarins I would be happy to receive a replacement with the same level of fragrance in the bottle, but they are stating No receipt no deal. I understand if it was a change of mind but this is faulty goods. I have used Clarins most of my adult life and thats a long time I and disappointed at their cavalier attitude they can write it off to me it is throw away. I cannot lever off the metal neck collar without possibly breaking the glass. I am appalled at their decision. Well I have done as Clarins suggested and contacted the email given to me by them below however there has been no help so far!

I waited for two years and ordered the double serum this year, but just after using two times, the bottle cap is broken, contact customer service right away asking if they have a spare lid that I could swap, they said nothing they can do and send me some samples, I don’t want the samples, just wanna a new cap because it’s looking ridiculous now.

THIRD EDIT Monday 23/12 Not delivered on Sunday, as advised and tracking advises that my order is now on its way BACK to Clarins. Absolute shambolic performance!
SECOND EDIT: Now Sunday and nothing has been delivered/received.
EDIT: I have now received a response, possibly as a result of opening a PayPal case, or possibly they have just got to my attempts to contact them. I am being told that I wil receive the missing item by tomorrow, fingers crossed. Will update tomorrow.

So this is the second Christmas in a row where Clarins UK have completely messed up an order.

Last year I received nothing and had to buy locally and more expense to myself. This year the order sat in "Processing order" for over a week, then having contacted customer services, they did dispatch it out.
I opened the package to wrap the items, only to find they have sent wrong product.

I have tried for two days to call the customer care line, but there is a message saying they have turned their phones off and to contact them online. Also for two days I have been opening chat messages with the customer services, but I am not getting any response. Yet again I will now have to go out locally to try and find a replacement.

Opened a case with PayPal, as unable to get any response from Clarins. Lesson learnt, DO NOT USE Clarins UK. Very poor customer service, from start to finish. At least they are consistent!

I can't seem to edit my last review so I will give them another of 1 stars.

In this age of ordering something and then it being delivered the next day Clarins stands alone as a beacon of disarray.

There are no updates about what is going on, their web systems/order systems/tracking systems are laughably bad.

6 days after ordering the package it arrived today, I actually thought that it wouldn't arrive before Christmas having dealt with these cowboys before so I was pleasantly surprised. That is how low the bar is.

But I have just got an email from them saying that my order is ready to ship, how absolutely useless are their computer systems!.

I actually amazingly have it, the only reason I knew it was arriving is that DPD have computer systems that actually work, as far as Clarins are concerned they are just about to ship it.

Absolutely hopeless!

By far the worst retail experience I can recall having.

My wife opened and account with Clarins and placed an order for £156 of goods. We use my Paypal account for online purchases to give us added protection and did so in this case.

After a couple of days, we emailed Clarins for an ETA as the items were a Christmas Gift for a family member. We were told that there had been a problem at the ordering stage. The suggestion was that we repeated the order. My wife asked for a refund before we did this.

We have received neither the items nor a refund so will not be repeating the order. We don't even get replies to our emails to them.

Clarins have a good name in the Beauty industry. Given our experience and that of many others using TrustPilot, we simply cannot imagine why.

UPDATE: Clarins finally replied to say we could not cancel as the items were being prepared for dispatch but I could either refuse delivery or return them via the DPD portal when they arrive. We are now over their promised 5 working days for delivery. Another couple of days and we will be claiming back via Paypal disputes. ZERO *

My mum, grandmother, and aunts have religiously used clarins and have flawless skin and when I was old enough I too became a loyal customer of their brand. Today they sent me a beautiful gift for being a loyal customer which was such a nice surprise. I love clarins and hope they help me age naturally and gracefully like my family.

Placed an online order, which I then realised would be unsuitable. Log in online and quickly sent a message to cancel the order. Got a reply to say 'it's being processed in the warehouse for dispatch now' and so couldn't be cancelled. Sent instructions on how to use their returns portal with DPD. What a time wasting mess. First you have to register the return with lots of information that could have been automatically populated, then you have to physically print the returns label (no QR code here!) and then you have to trek miles and miles to find a DPD drop off location - Hey Clarins, not EVERYONE lives in London!!
Then I had to wait four or five days for the cancelled order, which remember was 'being dispatched now' (five days ago) to actually be sent. Then you have to physically fill in yet more blank paperwork in the parcel just to return everything unopened. No completed dispatch note or anything other than a blank form is included.
And guess what, even after all of this time, effort and expense for me, you know, the customer, days more have passed since Clarins received the package back, and I have heard nothing. Only one reply to any communication, and that was asking for THEIR tracking number, THEY originally supplied. Still no refund. You could not make this up! Is there anyone at Clarins with an IQ beyond double-digits? Do they care?
I feel a chargeback coming on!

Clarins talks about the environment and sustainability a lot ... and uses it endlessly in it's aggressive marketing, yet the outdated and resource-heavy processes they have here shows it's all just lip-service (hoho) and profiteering. They are clueless as to what real concern for the environment means.