Clarins Avis 259

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

I bought a few times on Clarins. Although, the website do takes awhile to reflect the orders. I have to say that the live customer service support team is one of the best live support I have ever met. When I had issue with my gift or missing items, they immediately send a replacement.

SHOCKING! this is the 3rd time I have experienced issues trying to use the online service! Twice a gift voucher used didn't get accepted and only when I chased up my orders I found out the order hadn't gone through!! to rub salt into the wounds, customer services are not allowed to put the order through for customers and so they have sent the voucher back to me for it all to probably go wrong again! (the person I spoke to was lovely). I will NEVER use this online service again! It is NOT customer focused and needs a complete overhaul of the system!!

Placed online order for Beauty Flash Balm on Clarins website CLR_UK03169373 on 5th January on 8th January received an email saying my order was being processed. It is now 12 January and I have yet to receive any update as to status of my order. I find it hard to imagine it would take 4 days to package one tube of beauty flash balm. I've tried to email their various emails but all have bounced back as undeliverable. Have ordered other clarins products on John Lewis website after placing my order with clarins and have already received them.

I bought a everlasting youth fluid foundation, the material on the lid is coming off on to my hands and then on my face, which is annoying, and poor quality of product, I contacted clarins only to be told to send it back to them so they can examine the product to see if it is a bad batch I sent them photos in which they can clearly see the product is faulty I would of rather had straight refund as I could of replaced the foundation but because it was over 3 months old they wouldn't do that so I did not bother sending it in the post too much hassle

Went in to my chemist which has a clarins counter lady behind there so rude and un helpful will use another brand now in future

My make up case is a mix of products mostly No7, Colour me Beautiful and Clarins. As I have a mature skin, I use Clarins foundation and concealer along with some other products. Casey-Lee and I checked over my products, we compared some I have with Clarins. Decided on eye colours and to purchase a Clarins lipliner. Unfortunately the colour I chose 05 Roseberry has not yet arrived. But a very interesting and supportive 20 minute consutation.

Delays to delivery caused apparently to Black Friday and Christmas. I think it was poor planning. When you promote an offer on a specific date it's done to create business. Clarins obviously did not plan well. I also ordered an eCard for my wife to be delivered to her email for Christmas Day. She got it on 12th December. I called Customer Service who were very pleasant and apologetic but ultimately did nothing.
UPDATE
Clarins did reply but as per my earlier comment, they did nothing.
My conclusion is that you should avoid shopping at peak times or when there is a promotion on. They just didn't plan well and got caught out. Hopefully it's a lesson for next year for them.

I placed one order and when I was concerned that I hadn't had a confirmation email I contacted the online chat and was told that I would get one when it was dispatched, I then stupidly placed a second order! I have had generic emails sent and yesterday I found myself googling whether it was a fake site as I just couldn't believe how bad it was and it was there I found all these bad reviews of everyone else having the same problem. This morning via chat I tried to cancel for a refund but was told I couldn't as it was too far into the processing process but they couldn't give me any idea of dispatch date

I ordered several items, which have not been shipped nearly two weeks later. The chat function doesn’t work and, although I have sent several emails, these have not led to any action.

This was my first time ordering from Clarins and I will never use them again.

In the meantime, I am out of pocket and am losing faith that my goods will be delivered.

Placed an online order in November which also included an advent Calendar up to now 7th December still not been despatched sent several emails, phoned head office they sent internal emails requesting them to phone still nothing.
All I received was a generic email they had a huge response with black Friday so did other companies I ordered from & all those have been received.
What's the point in a points system if you can't receive the products.
Shocking customer service.
Will never order again

Not sure anyone actually works at this company. Ordered 10 days ago, no updates, no response to emails, no response to online chat, online contact form goes to mailsender, phone lines put you on hold then state no one is available to answer calls. They’ve got every base covered for ignoring customers.

Edit in reply to the reply. No, I am not talking to a team leader. After two weeks of nothing I received one email saying that my order would be delivered by next week or possibly at some other time. Nothing about shopping with Clarins has been in any way acceptable. Useless company.

I will never order from this site again. The paltry benefits of points, and a few tiny samples, are completely outweighed by the length of time this company takes to get their product out. I could order exactly the same from John Lewis and pick it up by noon the next day at my local supermarket. To place an online order and still have it 'processing' a full week later is completely unacceptable in this day and age. Either get your act together, or go to the trouble of getting your product more widely available in shops - you're not that marvellous or exclusive.

I have mailed customer service 3 times over an order I placed and still no reply week later
Not good ...won't be ordering again...

Placed an order 10 days ago and still not dispatched. I have been trying to contact you on live chat but not been successful. Started in queue position 11 and now after 2 hours still waiting. Totally unacceptable! Also tried to ring you but yet again nobody is answering, so now opted for ringback. This is absolutely shocking customer service!

clunky website took quite some time to select the correct items.
Then it gets worse, as nothing has arrived and no updates provided.
I won't be buying from Clarins again.

Avoid if you can especially if you need you items in the
next couple of weeks.

despite the reply from Clarins bellow I know have an e-mail dated 4-12 apologising for not yet shipping my order.

Clarins your service is a disgrace and I will ensure I avoid purchasing from you in the future.
By the time the advent calendar is received we will probably be in January.
Get your act together !

The staff were lovely and helpful and gave me free samples to try at home. Not pushy for me to make a purchase but there if I needed.

No reply from customer service regarding a faulty product.
I am very surprised that customer service has not responded to my complaint this is not what I expected.
I have been a Clarins customer for decades and this is the first time I have needed to contact customer service I had much higher expectations I am very disappointed.

Update : customer service did get back to me after 2 weeks and they were then helpful and resolved my issue satisfactorily.

3 stars is because of the delay.

I am writing to express my deep dissatisfaction with a recent shopping experience at your Clarins Bicester Shop.

On 30th Sep 2023 , I visited your store and purchased two sets of the Double Serum and Double Serum Eyes products. While I was pleased with the products themselves, I was incredibly disappointed by the lack of transparency regarding your store's exchange and refund policy.

At the time of purchase, I was not provided with any information or reminders regarding your store's exchange or refund policy. It was only when I reviewed my receipt a few hours later that I discovered the wording stating "no exchange or refund." This lack of disclosure before the transaction occurred is both unfair and unethical, as it deprives consumers like myself of their rights and the ability to make informed decisions.

I believe that it is every consumer's right to be fully aware of a store's exchange and refund policy before making a purchase. This information is crucial in making informed choices and feeling confident about one's purchase. By failing to provide this information upfront, Clarins Bicester Shop has not only disappointed me as a customer but has also undermined the trust that consumers should have in your brand.

I kindly request that Clarins Bicester Shop take immediate steps to rectify this situation. Specifically, I ask for the following:

-Clear and conspicuous disclosure of your store's exchange and refund policy at the point of purchase especially verbal communication from store associates before customers pay.

-A review of the policy to ensure it aligns with fair and ethical consumer practices, including a consideration of allowing exchanges or refunds under reasonable circumstances.

-An apology for the lack of transparency during my recent shopping experience.

I believe that these steps will not only benefit me as a customer but also enhance the shopping experience for all future customers at Clarins Bicester Shop. I hope that you take my feedback seriously and make the necessary changes to improve your store's customer service.

I look forward to your prompt response and actions regarding this matter. Thank you for your attention to this issue.

When my order on the 3rd September had not been dispatched in 5 working days I feared the worst after reading the reviews on this site. However I contacted Customer Services on the 6th working day and they couldn’t have been more helpful. They were courteous and prompt in dealing with me and I received the goods ordered one day later. So I feel credit where it’s due. I won’t hesitate to use Clarins UK again.