SkinCeuticals Avis 47

I second the poor reviews on here. I ordered the wrong product ny mistake and immediately contacted to cancel the order. I was told I couldn't as it was already sent. This was rubbish, it was not sent out until a week later. I was then sent a returns label and assured a refund, however more than 2 weeks later I have no refund and no further contact from customer services when I sent them proof of postage - I have tried 3 times. Absolutely non existent customer service. I will not buy the products again due to this.

Dreadful company and products. I ordered 3 bottles of the body oil. Took a long time to arrive.
When I opened and used some of the first bottle it immediately made my skin itch and so dry that it hurt.
I contacted customer service and received an email back saying they wouldn't give a refund as it had been opened and used, along with a link to their terms and conditions stating that in a bulk buy the rest of it could not be returned.

In the initial advert it said that a full refund would be given within 30 days if not fully satisfied. How do you know if you're satisfied if you can't try the product!

I am so angry that I've been conned by this company and their despicable treatment of customers.

This company advertises next day delivery, charges you for it and then despatches the item the following week. The update is this: they're not fraudulent, simply incompetent. The title 'customer services' is misleading.

I've reported this company to my bank for suspected fraud. They didn't deliver the product, and were unable to reconcile the order number. They did take the money from my account. Avoid like the plague!

Note* The response suggests they've no record of my conversation and complaint.

"All conversations are recorded for training and monitoring purposes ..." - if only.

On Friday 29th I bought 'Discoloration Defense For Skin Discoloration' costing £110 and I paid £6.95 for next day delivery if purchased before 11.30 am. I received an email acknowledging order placement at 9.43 am. The order wasn't fulfilled. Nothing delivered today, Monday 1st September.

Today, I spoke with your customer services (11.30 am) and shared the order reference number. Their response lead me to believe I had bought a product from a fake website - suspected fraud. I contacted my bank and took appropriate safeguarding action.

Note** Your customer services were unable to reconcile the order number, but you did.

I dispute your assertion regarding the alignment of despatch times coinciding with working days as this information is missing from both your website and the email that confirmed the order. You're a subsidiary of L'Oréal; I believe Thierry Cheval and Nicolas Hieronimus ought, as a matter of urgency, audit your sales processes and order fulfilment - and associated contract law. Your response indicates SkinCeuticals takes a cavalier approach that's actively damaging your corporate reputation.

I would not have ordered this product had I known the earliest you could have delivered was 2nd September.

I would never in a million years ever order anything again from this company. Sent me $470 worth of crap and would not accept a return.

I was tracking my delivery at home and right that moment I received an email 'we couldn't find you home' (!!!!) they never tried again I contacted skinceuticals they did literally zero help I dont have my order I cant get my refund I cant get an answer!!!
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although I love quality of this brand I dont think I ll order again because of dpd, they always do the same thing they dont bother delivering then I have to chase my parcel which is very frustrating, please offer me another delivery option.

Edit:
We also received the Oil Shield UV Defense Sunscreen in our August order. The sunscreen had an expiration date of March 2026. Even though the PAO (Period After Opening) for the sunscreen is 12 months, receiving it now means we would only have about 7 months to use it.

As for the Silymarin CF Serum, the company’s response suggested that it would remain effective until February 2026 despite the discoloration. However, their claims are based on general past testing but not on any investigation into this particular aged batch.

To be clear, we are not complaining about the return process. As we had not opened anything from the August order, we knew we could return them, and we have already done so.

The reason we are writing this review is because my wife felt genuinely disappointed by what used to be her favourite skincare brand. She has been using several SkinCeuticals products for the past three years, but receiving close-to-expiry products in both May and August really makes us question whether demand for these products is so low that old batches remain in stock for a long time, and whether there are stock rotation issues. We also want to remind other customers to always check the expiration date on their products.

Original:
I bought the Silymarin CF vitamin C serum for my wife from the official SkinCeuticals UK website, expecting to get fresh products. But the one we received had an expiry date of February 2026, which is only 6 months away. We checked the batch on CheckFresh and found it was produced back in August 2023, so it's been sitting for 2 years.

What’s worse is that we got the exact same batch when we ordered in May this year. That bottle had a noticeably darker tint than usual, which raised concerns about oxidation and whether it was still effective. But as we had opened it, we didn’t return it and assumed it was a one-off issue.

We ordered again in August (which was a mistake) and received the same old batch again. We knew we could return it since it was unopened, but we still wanted to raise the issue, hoping they would investigate a possible oxidation issue.

Their email response was just a generic message telling us to store the product properly, which completely ignored our actual concern. On the phone, the rep said that we could return it (which we already knew) but insisted the product wasn’t faulty.

We explained that the same batch we received earlier had shown discoloration, so it might already be oxidised and less potent. It is still worth investigating, because otherwise other customers may keep receiving the same close-to-expiry batch. Instead of looking into it, the rep said it could be due to a formula change and even claimed that “natural ingredients” might lead to a shorter shelf life, which honestly isn't relevant. She even asked how we knew the expiry date, not knowing it’s printed right on the box for vitamin C serums and sunscreens.

We’ll never buy from SkinCeuticals again. They clearly don’t take quality control or customer service seriously.

I received this product to test at home for free
The HAintensifier multi-glycan i would t say ive seen any visible results to be honest it did make my skin on my face feel tighter and sat well on my skin I didn't see any great effects and after seeing the price of this small bottle I would of expected some results at them prices so for those reasons I wouldn't recommend this product and I wouldn't repurchase it sadly as I was slightly disappointed because I really did expect great things from this serum hence my 3 star rating but I would luem to thank the company for the chance to try it

Inexistant customer service. I can’t wrap my head around the fact that such a big skincare brand has a bad customer service. My sister ordered from them last year and mentioned they didn’t dispatch her order for +10 days until she reminded them that she placed an order. I’ve been trying to place an order and had technical issues with their website. They replied once, said they will help, and then stopped responding. They literally just ghosted.

i ordered a serum from SKINCEUTICALS. Not cheap at £168 per bottle. The turn around time was 3-5 days. After a week, I had not received a dispatch notification, so I sent them an email. They advised that they were "very excited" by their new warehousing, which will be ready in 5 weeks or so and wasn't that going to be great. My product would be shipped after that, so hopefully in about 5-6 weeks time, I wasn't as excited as they were. I asked for a refund so that I could shop elsewhere. Apparently, it would take 2 working days for my refund request to go to the right department and a further 15 working days for the refund - so about a month to get refunded. Thankfully, I had shopped on Paypal and they opened a case for me in the Resolution Centre. What a scam! No notice on the website of a 5_ week delay and then, they won't give the money back for a month. For some reason, SkinCeuticals thinks that this is OK. I would just avoid.

Left a review on the 29th of Jan. They replied to my review on the 8th of Feb saying they will get back to me. Still NOTHING!!!!!!

HOW DO YOU CONTACT THIS COMPANY? They didnt send me my items, I have written to them on multiple platforms multiple times, harassed them on Instagram, commented on their posts yet still NOTHING. this is the worst customer service I have ever received. My order number is
SKC9346841
I have been trying to reach someone since
NOVEMBER! It is almost February now.

GIVE ME MY MONEY BACK!

after reading all the reviews, i was very reluctant to order from skinceuticals and i actually hold off ordering from them. but since everybody was telling the products are great, i decided to just order 1 of the items i want and see how it goes. i was actually very surprised with the great quality of their service, from ordering to customer service and receiving the item. ordering was easy. then i had a question and i contacted their customer service and spoke with rob which was extremely helpful and answered all my questions patiently. and i received the item quit quickly in a very nice packaging along with both complementary samples. and i was quit surprised with the great experience from start to the end. thank you skinceuticals for the great experience and your product is amazing( i bought the HA serum which is great) i surely will place the rest of my order and will be looking forward to receiving them.

The worst customer care do not use them

Faulty dispensing pump yet again. !!! look at previous review !!

i ordered the gentle cleanser and had to return it as pump wouldn’t work only option provided was to return the item for refund. In meantime i ordered another to my daughters address for arrival when i returned from holiday which was last week

I paid for next day delivery to make sure it arrived as on reviews so many orders go awol. wasn’t dispatched for next day delivery now i have reached my daughters for festive period and went to use it and pump wont dispense again

Totally frustrated with these so called high end products i also know in phoning there overseas call centre i will get nowhere as per last experience i called up and was told someone would email and i was to take a video of me pumping the dispenser and nothing coming out
I then got a call to say there server was down and couldn’t email and i was too email in to general email address and not to return product until someone replies —- DONT THINK SO GETTING RETURNED AND REFUND

And to top it off as apology 20 % off next purchase 🤣🤣🤣🤣

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ORDER NUMBER:

SKC9650920

Skinceuticals customer service is indeed scam. I filled in the contact forms 3 times, I didn’t hear anything from them. I called the CS number and waited for 30 minutes and nobody picks up. I even wrote twice to Loreal CS only to get auto reply with no follow up.
My order number is SKC9626381 and the delivery team MISSED a crucial item, I received a package minus 1 bottle of Hyaluronic Acid Intensifier Multi-
Glycan that cost me £108. I hope someone from Skinceuticals read this. I will never ever again purchase anything from Skinceuticals. Such bad customer service.

Update: Resolved by refund, thank you

IF YOU READ THIS REVIEW PLEASE DO NOT ORDER VIA THEIR WEBSITE!!! Worst customer service I have dealt with. Scam totally scam. number on their website kiehls customer service and no one replying your emails back. Order number SKC9555008
I refused order and it has been sent back to their warehouse! Still not single email received regarding refund. !!! Useless people work there they had no idea what is going on.

Dont be fool thinking they replying your messages here. They already have all details. Still not single email regarding refund It has been 25 days. Absolute scam. Worst customer service. Their website number provided belong to kiehls customer service they complain how many people calling regarding issue with scin ceuticals.

My online order was delivered to someone else. Ive called twice and the service is appaling. The representative suggested I made another purchase before receiving the refund if I wanted to enjoy the same discounts/free gits available now. On top that, I am supposed to chase the courrier to try and solve the situation - and not them. Only after I've done and can submit prove will they issue me a refund. Beyond disappointing. Finally, after 2 calls and more than one hour spent on the phone, I was supposed to receive an email with the relevant information/next steps so I could follow, but the email didn't arrive! To make things worse, Im trying to call again but cannot get through. Really beyond disappointing, not what you expect when you spend over $200 on face cream.

EDIT:
I have read the reply sent by the Skinceuticals team on 2 October.
Firstly, the main issue was not the problem with the website, it was the terrible customer service of people saying they'd contact me and then not doing so.
Secondly, but related to the above, in the reply the Skinceuticals team said: "Our dedicated care team has sent you a separate email with details regarding your case and the resolution steps being taken."
I have not received an email from them (and I have checked my junk mail).
So round of applause for a response that actually validates the initial complaint.

I have used the CE Ferulic before and liked it, so decided to subscribe. A few weeks later my facialist recommended a I switch to Phloretin. I tried to alter my sub but couldn't, and after I emailed customer care they told me to cancel the sub and start a new one. Seems clunky but I went ahead. However, I couldn't cancel it - it just kept bouncing back to the account page. I emailed customer care, who did not respond; I emailed again, and they said I should try a different device. I did - didn't work. I then had an automated email from them saying there was a problem processing subs.
Over the next few weeks I tried a few times to cancel my subscription. I also called, and customer services said they'd look into it and get back to me. They didn't. I called again, and someone reviewed the notes and said they'd get in touch with the loyalty team who'd get back to me. They didn't. I called one last time, and got the same story - the person was very sympathetic but said there was nothing they could do. But no one called.
The website glitch now seems to be fixed and I have cancelled. I won't be subscribing or using them again and I wouldn't recommend them. For a high-end brand the customer service is dire.

I placed an order for over £200 and received confirmation, only to later find out that the order had been cancelled without any explanation, with the promise of a 7-10 day refund. Then, I scheduled a consultation call, took time off for it, and attended as planned. However, 10 minutes into the call, I received an email claiming that I had missed my appointment. The company's unprofessional conduct raises serious concerns about the quality of their products and their reliability.
Order no: SKC8665327

Amended: 17/06/2023.
I provided the requested order number but did not receive a response. Xavier requested me to contact him (below), but did not provide any contact information. This poor communication only further highlights concerns about the competence of the team and the credibility of their product. Despite their strong marketing efforts, there appears to be a significant absence of substance.

Seriously poor customer service!!! What a shame - was after a sample of the AGE ADVANCED EYE CREAM before I purchase keeping in mind over £105… even happy to pay for!!! BUT this was the response below:-

It is great to hear you are interested in trying our products! Unfortunately, we cannot send out any samples as we do not hold them to hand.

We recommend signing up for our newsletter on our website to be one of the first to know if we do any sampling in the future.

We do stock samples in our authorised retailers, you can find your closest one on our ‘find a professional’ portal

Please be aware that our samples are subject to availability and whilst stocks last. We would suggest keeping an eye on our social media pages for prize giveaways!

Thanks
Harpreet 💫

First time ordering with skinceuticals it’s been a good experience from ordering to delivery. I asked a question about delivery and they were very quick getting back to me.
Only disappointment I have is I thought there would be a free travel size b5 in package but I think it’s because I used a discount code.