Clarins Avis 261

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.

Placed online order with Clarins on 2nd May. Was within "Clarins Birthday Period" so had some really good discounts on products that I currently use. I kept logging on to see status of my order and it was still pending at "being processed".
Wed 10th May - completed online form querying status of order. Received automated email stating: currently experiencing technical difficulties..... some despatches have been impacted...... promise of return response within 24hrs etc etc. As of now, 11th May @ 1137, nothing.
So....tried telephoning using the number provided on website.
Wed 10th May 23:
Call placed at 1421, on hold for 7 mins 28 secs. Hit button 2 for call back request. No call back received.
Call placed at 1444, on hold for 8 mins 19 secs.
Call placed at 1552 - message now hearing is "Welcome to Clarins, our telephone lines are open from 0900 - 3.30 pm, outside of these hours you can place an online query using....etc etc” (call placed at 1552 was still within office opening hours)
Call placed at 1553 - same outside hours message
Thur 11th May 23:
Call placed at 1023 - same outside hours message
Call placed at 1026 - same outside hours message
Call placed at 1047 - same outside hours message
Call placed at 1120 - same outside hours message
Since studying Trust Pilot reviews and reviewing your reply to one other consumer with a response from yourselves (Clarins UK) that you are “moving warehouse currently”, I ask the question: “why has this message not been posted on your main website notifying customers of potential despatch delays because of a warehouse move”?
Current order was based on "birthday" discount prices and I even used over £30 in loyalty points to gain further reductions.
I have subsequently cancelled my orders and have gone elsewhere to purchase items, which has now resulted in losing out on “birthday discounts”, 6 free samples AND £30 worth of loyalty points gained from previous purchases and having to full price elsewhere.
Really disappointing.

I read all these responses from Clarins saying they are sorry but moving to new premises etc etc. That’s all fair and well, good for them!!

Though strange there was no mention of this when I was spending £100 on make up on their website, it would of been good to know then that all the make up that I needed wouldn’t arrive for a very long extended period of time, which subsequently has caused me to go and spend more money as I ran out, I did not buy Clarins and seems very unlikely I will again even though I’ve used it for years!

Feels like they are happy to take peoples money and be deceitful. If you know you’re going to experience long delays because of premises, then tell people before they order and explain that their customer service is not in use because three attempts later, I have still heard anything back.

I have now received my products and am very happy with them. I had previously given 1 star as I had expected my order within 3-5 days and it took 14 days to get delivery. I also tried phoning and contacting through website but was unsuccessful. If delivery had been when expected I would have given 5 stars.

Absolutely dreadful customer service. I bought some creams as a present for my mum that she has been using for ages and has always loved, but they are not the same quality as they were and she cannot use them. They have obviously changed the ingredients to cheaper ones as if happening quite a lot with beauty companies now.
Contacted customer services numerous times and keep being fobbed off, have been told to send in pictures of the bottom of the jars etc which I’ve done but it’s all just an exercise in time wasting and hoping you’ll drop it.
Rubbish. Won’t be buying Clarins anymore.

THE MOST ATROCIOUS SERVICE
I placed an order three weeks ago, which is still showing as “Being Processed” I contacted them a few days ago, and my callback request took over 24 hours to be returned. My Livechat request still hasn’t been returned!
I was told that the order would arrive today. However, I fail to see how that will happen when they haven’t even processed it!
I am now on hold to speak to someone as I want the order cancelled. I suspect I will end up going to Head Office, as nobody seems to EVER answer the calls or respond to the Livechat.

DO NOT USE THIS WEBSITE FOR ORDERS….THEY WILL DISAPPOINT. Just look at all the other reviews to confirm. I’m genuinely appalled.

Awful disregard for the customer,
Customer service non existent.
I’ve placed an order online on the 28th of April. No shipping note, several attempts of contacting help dept unanswered. Ruined birthday and a wedding anniversary, as presents were purchased. Money blocked off on the credit card, not a word from Clarins.
In the current climate, where the customers vote with their money, people aren’t going to choose to shop with a brand this unreliable and disrespectful.

I placed 3 on line orders on 26th, 29th and 30th April and all 3 are still ‘being processed’. Despite several attempts I am unable to find out when I could expect delivery. So sad as some of these are for gifts. I love Clarins products but am unable to purchase locally and may now need to change to Clinique who have a brilliant online service. Very disappointing because previous dealings with this company has been excellent. I would give zero stars if I could.

Delivery is really slow and I doubt I am going to get over £100 worth of products in the window. After reading other reviews with similar problems, it is a shame that there is no information on the website to state that there are delays with orders. I only chose to order direct due to the product selection but could have ordered from other stockists. Likely to do this in future to save the trouble. No point in enticing customers to buy products with a discount and then struggling to fulfil orders then creating excuses. There is no excuse really, many other companies manage without any problems. Shame as the products are great and would have liked the gift to have arrived on time but now it will be late.

I ordered over £100 of products on 26th April and haven't heard anything since; despite my emailing, telephoning, telephoning and requesting a call back and also attempting to use the online chat facilities which are never manned. I am seriously disappointed. I have since read that Clarins is moving warehouses. Since when does moving warehouses completely remove customer services? In this day and age, there is no excuse for not: 1) contacting the customer to inform them of delays; 2) updating a website to inform customers of delays before they make online purchases; 3) responding to telephone calls, call-back requests, emails and online chats in a timely manner.
UPDATE: I have finally received a telephone call from a fantastic customer service agent called Liv who apologised and has, to the best of my knowledge, sorted everything out. Clarins obviously has wonderful people (like Luv) working for them - it's just a real shame about the company's organisation!

Made an order on the 24th April which is still unfulfilled and unable to cancel as Clarins have disabled their customer service phone line. Emails also remain unanswered. The excuse given is that they are moving warehouses. Perhaps a warning to customers when making orders would be sensible knowing that orders are going to be delayed? Another example of a big name making a mess of themselves to the detriment of the customer.

Goods ordered 23/04/2023. Order number CLR_02791900.Receipt acknowledged by Clarins. No contact since then. Email requests unanswered. Email references 290632, 291945, 291973.Online chats unanswered. Phone calls unanswered. Latest call holding on for 1 hour. Option to call head office results in recorded message that office closed for Christmas and will reopen in January 2023!!!!
What a disgrace for once reputable and reliable company offering great products in a timely manner. How the mighty has fallen!! Get your act together Clarins if indeed you are still a functioning organisation. Your advice on where we go from here will be much appreciated.

Don’t order online. Dreadful service.

I have been trying since 26th March to contact Clarins. Order paid for and not delivered. Customer service phone not answered, website communication returned. This is not just today, but for weeks!!

I placed an order on 3rd April, that one arrived promptly as usual. However, the next order I placed on 4th April did not arrive as expected. On 14th April I received an email to say that my order has been cancelled and the money would be credited back to my account.
I need to know who cancelled this order? Why was it cancelled? Why was I not informed of any reason for this cancellation? I have been a loyal Clarins customer for several years but am now considering changing brands. Certainly would not recommend Clarins to anyone if this is the way we are treated. I have contacted Customer Service but no reply as yet. I tried the Chatline but that facility wasn’t available. I’m so disappointed as my order contained my Birthday Gift from Clarins and several other items that were then priced competitively- I don’t suppose they would be if I re-ordered?
What a shame - because I love Clarins products.
I’ve just upgraded this to 5 star today 29/04/23 as I received a lovely phone call from Clarins explaining the technical issues and apologising for not letting me know why my order was cancelled. I also got a discount code which I have now used. My faith in Clarins is now restored.

What on earth is going on with Clarins Customer Service and their website at the moment?! I have been a customer for years and never experienced anything like the dreadful service currently ongoing. I tried to do an online order using my loyalty discount and it wouldn’t complete the order with the discount. Having tried to call them many times over the last 2 weeks I tried to order online again and they have increased their prices quite a bit so I have lost out on my discount and the old price. Not at all happy. Come on Clarins get your act together quickly before you lose customers. There are plenty of other beauty products out there.

Awful!!

Just tried to place my first order on the website and the money was taken from my account but the order was rejected on their website.

Also, the preauthorisation hasn't been reversed since 2 weeks ago so I don't have my money, neither my order and I can not dispute the money with my bank.

Be very careful with this company when placing online orders.

I have contacted customer services but no reply at all.

UPDATE: Clarins has taken my money and after 15 working days I can't even dispute the transaction with my bank because they haven't released the preauthorisation.

Worst online experience ever. I still don't have my money and I can't dispute it with the bank.

Still waiting after 3 weeks. They haven't responded to 2 emails sent in the last week. Have tried to get through on the phone today but they say that their office hours are 9.00 to 5.30pm Monday to Friday (Today is Wednesday so why are they not answering the phone!). Trying to get through to contact someone is pretty much impossible. Horrendous customer service.

Solina at Clarins, T5, London Heathrow, is a real ambassador and World Duty Free. She is highly professional, knowledgable and always willing to help with advice on products. Solina make shopping a real pleasure and ensures a positive customer experience.