Clarins Avis 258

Sophie from customer service was amazing and went above and beyond after Debenhams sent a faulty Clarins set to me.

AI chats made it impossible to get through to Debenhams yet Sophie was there on the phone, received my photos and was quick to send me out a replacement box and some samples to apologise even though this was no fault of their own.

Couldn't fault their customer service, refreshing being able to speak to someone on the phone who was so helpful. Thank you! x

Bought a Christmas Gift Set - Deluxe Double Serum Collection. No box for the 75ml New Formula Double Serum, which means I don’t have the ingredients information and other product infos. It feels like it is a defected /2nd hand product.
Sent an enquiry to Clarins, never get a response.

I did not realise how bad Clarins was, I wish I had read the reviews before placing order, I ordered the Eau Dynamisante spray perfume, after using a couple of times, it no longer works, I sent email, and reply was send picture of front & back & code at the bottom, and receipt of purchase, which I had quoted order online number, this was done, still waiting for reply 5 days later, I phoned and gave up 40 minutes later, I also emailed clarinsrelations team, email was knocked back, I can’t believe such a well known brand, has such awful customer service.

I cannot believe that this is the second time I’ve been so gullible as to place a large order to receive the showstopper gift only to be told after the rest of the order has been processed that there are non available. Then only to be sent a code which you can only use when placing yet another order as an apology . I have been a loyal customer of Clarins , spent hundreds of pounds each year and that’s the best you can do? I’m beginning to wonder if these offers are actually genuine!

I placed an order with Clarins online yesterday morning and it was delivered by Yodel this afternoon - the very next day. I ordered my good in the early November sale at a very good discount too. I only paid for standard delivery yet everything was correct, beautifully packaged and delivered much quicker than expected - so thank you Clarins and Yodel - great service.

Had a complementary facial from Clarins Beauty Coach Angela in the Manchester house of Fraser store. Angela provided an amazing experience and used products that suited my skin with informative product explanation. Thank you so much and well done.
And enjoyed purchasing

I can't get through the payment. It keeps saying billing address doesn't match with delivery address but they are the same. Rang CS and she said they'd investigate and get back to me in 2 days. Heard nothing from them after 4 days and still can't pay. Can't believe I wasted so much of my time but still hanging.

Terrible delivery time
Now waiting 10 days order placed 1st September and still not arrived

I wish I'd read the other reviews before I placed an order with this company. I work nights, so it's convenient for me to order online. However, I won't be using Clarins again! It would have been quicker to just drive to Boots and collect the products in person.
I placed an order on the 26th AUGUST. Tomorrow is the 9th of SEPTEMBER and it's still nowhere in sight.
I've contacted customer services and just received a generic response.
If you can't process the orders in time, then don't advertise a false service and use the Bank Holiday as an excuse! Clarins need to take a leaf out of other companies who provide excellent customer service and prompt delivery.
I want the order cancelled and I want my money back. It's a joke.

Huge Thank you Laura (G) for Fabulous Facial/Back Massage today. Doesn't matter what time of day treatment given, always so professional, knows exactly what's required and never ever feels rushed. J Lewis Solihull privileged .

No sign of my order requested 24th August. Every delivery getting later and later. Have been forced to consider using another label that is more reliable. All signs pointing to problems.

They are clearly not telling the truth about delivery timings. They state 3-5 workibg days. It's the 7th day of my order and still receiving the mail "your order is being processed at the warehouse" which means will at least have an other 4-5 days in the best case scenario. DON'T buy from the brand directly. Nothing to do with their marketing peomisses. If you like the brand go for other retail stores who sell the brand.

I placed my order 22nd August in a day before bank holiday break. Clarins is good enought to email their bank-holiday offers but unfortunately is NOT prepared for peak time caused by emailed offers. My order is in picking since Friday. Today Customer Service wasn’t in a position to advise when the order will be dispatched. Instead, they asked me to wait for until tracking number will be shared and deal then with their carrier to reschedule my delivery in case I won’t be able to accept the delivery on the initial “still to be provided in near future” date. When I asked to cancel my order I heard back they can NOT do this as order is in picking (only to remind second day now and I didn’t order full pallet of stock). Tuesday evening- still not dispatched. I should mention, I have contacted Clarins via on live chat more than couple of times. Long time waiting in queue and been pull back from the live chat more than couple of times to start queuing from scratch. Started in queue with a position 5tha After reaching 1st the queue rebooted and I started with position 5th again. Then repeated the proces from position 6th in the queue. Totally unacceptable! I spent far too much for being treated this way. This is absolutely shocking customer service! For the money people pay the good service should be already included. I have never been treated that way by other much cheaper brands. aAs I’m going for holiday soon, I believe, all I can expect is the stock to be returned to sender. After my up to date experience, I probably can NOT expect anything better than long journey for my refund due to not received order. I can’t say it will happen for sure but their service doesn’t leave me with any hope really that anything better can happen. SHOCKING, SHOCKING, SHOCKING. I WISH I could mention here other brand names so Clarins can learn from them how to prepare themselves for serving their customers.

29/08/24 FOLLOW UP
Still not dispatched and Customer Service o ly advised it will be very soon without trying to explain what means „very soon”. Today I was told it’s 5-7 working days to deliver to me.
I asked for a Manager contact details so I can escalate my case but was told the manager will contact me. No calls, no emails so far.
It’s dishonest to advise someone will be in touch with you when in fact no one trys to do this.
I should never place this order directly with Clarins. It’s a really expensive lesson I am given by this company and their service.

30/08/24 LAST UPDATE
Parcel received this morning - all in good condition and as describe.
While I am very impressed with the use of next-day delivery, I regret that I was not informed of this beforehand. Effective communication with customers is essential for building trust, and the lack of prior notification about the delivery unfortunately led to some frustration.
I am pleased that the package has arrived safely. However, apologise for the persistence required on my part to finally receive a call with the delivery details (as I was in a meeting, a voicemail was left), which came after the package had already been delivered.
I would like to express my appreciation to whoever ensured the successful delivery of my order. Your time and effort in resolving this matter are much appreciated.
In the end, I felt cared for, and I thank you for that. However, the initial experience was somewhat frustrating, and as they say, first impressions last.
In conclusion, I would like to thank you for taking care of my case and ensuring that my order arrived. I hope that the quality of your products will help to overshadow the initial difficulties.

After initial problems with delivery my order arrived one day late due to error with courier, Clarins contacted me to explain in full what had happened & i am very satisfied with their response thank you Clarins customer service Demi, was very helpful indeed.i am looking forward to trying my new product 👍

I've used Clarins for years but never again. Having saved enough points online to get free item. I was just waiting for the last lot to be added. They waited until my first points expired (over a month) before adding my new ones. Really sneaky. I did complain but they just sent me some small print about it taking up to 30 days to add o new points. No goodwill after being a customer for over 40 years. Not for any longer!

I bought an Eau Dynamisante which I've used for years and the spray did not work. I returned it to Boots who replaced it saying they had received a number of complaints on this matter. When I came to use the replacement after 2 or 3 uses it stopped working too. Despite Clarins clearly being aware of the issue they will not help without the original receipt which I cannot produce as I bought the original product months ago.

I bought a double serum 50ml because it came with a free 30ml. The 30ml does not dispense properly and Clarins are not addressing the problem despite an online chat and email. I’ve had this problem before with another purchase. I sent photos of a bent dispensing tube but never got a refund or replacement. It looks like the same thing is happening. I don’t recommend buying directly from Clarins as their customer service is appalling. Considering how expensive their products are.

Have used Clarins for years. Disappointed in their revamped products and when I raised a query was told to return then advised there was nothing wrong with the product. Have later been advised by them they have changed perfumes and formulas. Shame the customer service is not there for the customers!

Reply not really worth it - you've changed the formula and smell - aroma of toilet cleaner is not what I want when relaxing in my bath. My friends have agreed with me too. I would think you would be more concerned with loyal customers disliking your updated products ........

Just wanted to give a shout out for the wonderful Vaios in the Fraser store, Norwich. His knowledge, expertise an enthusiasm for the Clarins products makes him an absolute credit to the company. He spent time explaining why he was using the products and ensured I knew how to apply them at home. I am delighted with the products I purchased and my new found knowledge on how to apply them. Thank you Vaios! Denise