Clarins Avis 259

According to a previous review (May 23) Clarins excuse for not getting orders out within the timescale advised was because they were changing warehouse. Well it is now September 8th they must be in their new warehouse by now. My order was placed on August 29th was told 3-5 working days delivery time. The latest excuse for non delivery is that there was a bank holiday and 20% discount. The responsibility is on you Clarins to fulfil your orders and despatch them as per the timescale you indicate. If you can't fulfil your obligation then tell your customer and give them the option to cancel and get a refund. You have totally ruined what was to be a lovely gift for a friends birthday. Despite numerous phone calls and the reassurance that the order will be with me on time this is now looking very unlikely. It has been shipped but no tracking number as yet. I need this for tomorrow a.m. I am totally embarrassed as I was left in charge of buying the birthday gift and Clarins has let me down. Will now have to leave early tomorrow morning to buy a gift before meeting for lunch. Be very aware of the delivery times and give Clarins at least 2 weeks to deliver anything ordered. Totally frustrated and very disappointed with calibre of service.

DO NOT USE THEY TEST ON ANIMALS
I have used them for years as they indicate that they are ethical but they regularly test on animals. I will never use them again and will let as many people as possible know

Muctar from the Deepdale branch in Boots - what a fabulous knowledgable chap and ambassador for Clarins as he went over and above today with the service he was so professional I’d recommend a visit if you want to look more fabulous! Thank you lovely you really deserve something special from your company’s CEO!

I was in boots in st Enochs and was looking at the Clarins counter , when I was approached by Ailey. She explained different products to me and offered me a facial. Very friendly and professional service.

AVOID CLARINS AT ALL COSTS # HORRIBLE COMPANY!! I WILL NEVER BUY ANYTHING FROM THESE SCAMMERS AGAIN!! DISGRACEFUL CONDUCT!

As soon as Clarins receive a returned item, they immediately start stall tactics to keep our money. Daily harassing emails - Utter stupidly. They have had my returned item for 10 days now, and I still have no refund. Instead, I receive daily emails, harassing me to explain why I have returned the item of which they already know!!

How many times do I have to tell them?? Clarins is a horror of a business with no morality or respect for their customers and zero competence!!

I have spent a considerable amount of money with Clarins down the years, and I have been a loyal customer for a long time.
This is the first time I've have ever made a return, and my treatment by them has been atrocious!!
I will never shop with them again!!

I called customer service to cancel my clarins orders because I’ve been waiting for them for some time.
Waited for 9mins on the line, a lady answered the call saying my line is breaking. However I can hear her clearly and my signal is totally fine. She said she’ll call me back and immediately the cut the call.
I thought maybe it’s my problem. After 2mins no one called me, I called the number again. Then the phone is not able to connect, saying the office hour is 9am-5:30pm. It’s not even 4pm yet!

I think the lady doesn’t want to attend customer requests and found a reason to put me off. Then she totally switched off the costumer service line. This is extremely rude and unprofessional. It’s my first time experiencing such customer service team.

I’ll never buy from them again.

Horrible communication from headoffice who approached me about a job role. The wages are ridiculous, for what they expect from staff, And the person recruiting should be retained.

Not surprised to see so many negative reviews about the appalling customer service at Clarins. I recently put in an order and after a couple of days it was still showing as processing so I sent two emails and after over two weeks there was still no response then I logged in again to check only to find my order had been cancelled on 16th June and again I had received no contact from Clarins to let me know they had done this. Now more than 3 weeks later have still not replied to either of my email queries or notified me that my order was cancelled. They then had the cheek to send me an automated email thanking me for my purchase and asking to give them a review which just made me even more angry 😡
Like others I have been a loyal customer for a long time probably more than 25 years and this has annoyed me so much that I won’t be making any further purchases. My order was quite substantial but as others have said they really don’t seem to care

Don't buy from these cowboys ever again, the products were awful some I tried to return them. You can not return products to the store online only. This is a joke, so they email me a form that I had to print out and take to a collection point locally. It's been 2 weeks and I've heard nothing from them. Boots and John Lewis sell their products but you can't return them if not happy. Now I've called customer service and no one will pick up the phone just answer machine. I've ordered from QVC and there customer service is amazing. They take responsibility for their products and return regards of which brand it is!!!!!

Cowboys without hats!

Had an appointment for a facial at the boots counter Clayton Square. Arrived on time to find no one there! Waited for a while-no one so left. Really poor tbh!

I ordered a gentle peel mask from Clarins online on 1st May. It still hadn't arrived by 11th May, so I sent an email, to which they replied on 16th May. On 22nd May I received a parcel - but this contained the wrong product - a sample size hand cream, worth half the price of my order. Attempts to contact them since has proved fruitless. I shall never order from them again.

Taken money and no delivery! These are scammers aren’t they? I ordered a month ago and never received goods. Emailed 3 times. Now says order cancelled and no refund! Where is my money? Are you thieves? This is the worst customer service ever! How do I get hold of you and get my money?

DREADFUL don’t bother using online service. Ordered products 4 May as a gift. 7 days later still no email to confirm dispatch etc. called on hold 40 minutes eventually did call back and was told they couldn’t find my order! Then they did! Was told it would be dispatched next day .. no email to confirm this received despite promises from advisor this would be in my inbox that day. 8 days later still nothing so tried bot chat - didn’t work call back nothing received and eventually resorted to emailing. Finally 15 days after ordering with no updates gift arrived… a little too late. Absolutely dreadful a truly cowboy organisation don’t waste money or energy using them!!
Reading other comments seems Clarins stock answer is warehouse moving! Sorry!!! But put that on your website so the customers know delays will occur and then we can go elsewhere instead of happily letting us pay for items then being massively delayed, Truly shocking!!!

Seems the only way to get a response is through Trust Pilot review! Even then it’s a stock answer many other reviews receive too. As previously stated DONT use this service they happily cash your purchase but don’t bother to update the website with long delivery delays. I wouldn’t have bothered ordering knowing the extended wait times. Yes Clarins you have lost another customer. I’m usually an Elemis girl and they are amazing great customer service fast delivery and no excuses!!!! Sort yourselves out.

Tried to place an order on the 14th of May, did 3DS on Revolut, £224 left my account but was then declined by Clarins, I then stupidly tried again, my Revolut shows the second attempt as paid, but then the screen went blank and said unpaid. I am now £448 out of pocket with no order confirmation whatsoever. I have contacted their Live chat, emailed them 3 times, all to no avail. This is daylight robbery and a total disgrace that such a seemingly established company can act in such a deceitful way.
I am now forced to wait until the 30th of May to see whether or not they claim the funds and in the meantime are down a weeks salary, no money to feed the cat and an upset wife who never got her birthday gifts.
I WANT MY MONEY BACK

7 - 10 business days? Must be joking, thats if they dont cancel your order!

I ordered on the 20th of APRIL. They had a birthday deal meaning if you spent over £90 you would get free gifts (a set I had wanted to try already and some extra samples), and regardless of any gifts, I would get a 16% discount for celebrating their 16th year.

I decided to take advantage of the deals, ordering much more than intended (20) to get the free gifts (over 90), and because everything was discounted @ 16% I was really happy.

after quite some time without delivery, I got worried, and emailed. Ive used clarins many times and delivery has always been quick. no response. Emailed again a week later thinking this is not usually like them, give the benefit of the doubt. no answer, then the next week I sent 2 emails. Again no answer.

Then, I received an email recently stating that something I DIDNT EVEN ORDER wasnt in stock so they'd have to cancel my order and give me a 15% off code. I emailed back right away stating that I'd like the rest of my order fulfilled in full and letting them know I hadn't ordered the item they were claiming was out of stock.

I didnt hear back so i emailed again reminding them that they did not have my permission to cancel my order and explained I still wanted the rest delivered in full as it was discounted at 16% and included 2 free gifts.

no answer again, logged into my account this morning to find my order cancelled against my wish and honestly after all this wait, I'm so annoyed. I wont be ordering again unless I can have the 16% off and the free gifts as promised. If clarins would like to contact me about this, that would be the bare minimum to rectify at this point. I'd expect any good customer service to compensate for this stressful experience as well as honouring their initial promises.

Don't reply to say you'll be 7-10 days. my order defintiely wasn't, and its clear to see they had a big boom in business over their "birthday". Also dont reply to say contact the help@clarins email. As you can see, I have done so MUCH MORE than i should have had to. They are welcome to respond to my most recent email if they like?

Well happy birthday to you, sincerely a once very loyal customer.

Edit: I have received a response offering to send me the free gifts free of charge, but that I'll need to order again and I can use the 15% off they originally gave. It smooths things over for now, but the items i ordered originally are out of stock now and also they were originally discounted at 16%. I know thats only 1% difference, but its more the principle. They did apologise and I've updated my review to 2 stars as a result of this update.

My order placed on 2nd May arrived today, a couple of days past the delivery time frame advised at the time I placed the order. To be fair to Clarins customer service team, when I emailed to chase up on this yesterday I received a helpful response within a few hours which is impressive. However, when shopping online with big companies I expect much faster delivery time frames. I am aware from comments here on TrustPilot that there are currently delays due to a warehouse move, but as a customer I would much prefer that a company is transparent and flags this up before I've completed a purchase. Aside from this, I only give 3 stars as I am disappointed that Clarins has discontinued and reformulated some of my favourite products over the past couple of years, so unfortunately I will need to look elsewhere for alternatives.

Crappiest customer service I've seen in YEARS. Yes, even worse than cable/satellite companies! NO response from them at all. I've sent in 2 support tickets and NO REPLY. I've called. Just sit forever waiting for someone to answer. Their "live chat" must be manned by a dead person because there's NEVER any response. Gee...I can't even cancel my order now! Talk about sh** service!!!!
EDIT: Just got a response from them saying they’re taking 7-10 days and then you should send them an email. It’s ALREADY been 10+ days and they don’t answer emails. So much for their “responses” to Trustpilot.

I placed an order on the 6th May (gift for my daughter), to date I have received nothing. I have tried calling several times, have left my phone number for a return call (nothing), emailed and had a "technical difficulties" response twice now. For such a prestigious company the customer service is beyond terrible - you have taken my money now where are my goods?
Update: Wed 17th May. Still no communication but they have time to respond on Trust Pilot! Very concerned now that I will not get my order in time for my daughters birthday! Asking me to respond to the help@Clarins email is an insult - I’ve tried that - there’s no such web address.

Have placed an order on the 3rd may and I'm still awaiting acknowledgement that it has been dispatched. Checked on their website and it says just processing but nothing more. This is the second time this has happened so the excusue of moving or technical issues is just an easy cop out for poor management.

I have also tried to call several times today to be greeted with a recording which says about out of hours refer to the website for help but this is withing working hours and you just get cut off - no customer service what so ever.

I think Clarins need to remind themselves that people buying direct is giving them a better return rather than having to pay for instore facilities and a margin on their goods.

Maybe we should all go back to shopping instore at least the customer service is better???

Customer service is simply unacceptible. Noone is answering my calls. The live chat takes 48hrs to receive a reply - this is not live! Clarins are charging for delivery knowing they have significant supply chain and delivery issues. I ordered in January 2023 and was given the excuse of warehousing transformation. Ordered again in May and still using this excuse on the website and here. Customer expectation of fast delivery and accessible customer service 24/7 is THE NORM now and so many online brands are doing it so much better. Clarins are pushing customers online as outlets are not stocking anymore (debenhams, boots etc). Dreadful experience.