SkinCeuticals Avis 

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.

Ordered a product on line and the DPD driver was not allowed to leave the parcel in a safe place. Got in touch with customer service who didn’t resolve the issue and I’m waiting for a refund now. Will take 15 days! Shocking. Would not recommend unless you can sit in the house waiting for the delivery. Can’t comment on the products as I’ve been unable to try it!

The worst company I have literally ever dealt with. I have been waiting months for a refund of over £100. Tried to resolve it myself by contacting customer service which took a few attempts before someone actually replied. Don’t be fooled by the shiny glossy website, they are literally the worst company I’ve ever had the misfortune of dealing with.

AWFUL CUSTOMER SERVICE DIFFICULTY SPEAKING AND UNDERSTANDING ENGLISH _ REFUSED REFUND 0SPENT A LOT OF MONEY ON THE PRODUCT PHLORENTINE CF WHICH TURNED SKIN ON THE FINGER YELLOW - AVOID

Order number SKC00176683
Date ordered Nov 27, 2023

Fyi they delete all the negative reviews from their site.
Nightmare of a company! Do not order and switch to SYNERGIE SKIN. Better science, and far far better customer service.

I ordered vitamin c and they sent me a sample.

They then advised they need to see the parcel label from Australia post. (they have all this information in their system).

They took over a week to respond I didn't keep the rubbish. I lodged investigation with Aus Post and they advised only the seller can access weight information.

They didn't send me my order and customer service is a complete nightmare! Avoid at all costs, you don't get your orde anyway. Reporting to the ACCC and lodging a bank dispute.

SkinCeuticals do have some great products and also some not so great ones, particularly the Mineral UV Defence Tinted, which for men isn’t suitable at all as it clumps around 1 day stubble and is visible and makes your skin horrendously white, which is a shame as I purchased 2 of them. I tried giving it to an Asian girl friend but it made her look like a ghost.

I emailed them complaining about this and never heard anything back which I find a little shocking coming from a company that is selling premium range products. After this and reading numerous reviews about their appalling customer service I’d prefer to spend my money on a company that respects its customers more, so even though there are still a few products I like from them I won’t be purchasing them anymore!

I’ve already swapped over to a brand that has equally if not more effective products than them, is much better priced, and engages with and replies to customer queries rapidly. That brand is Medik8.

I spent £140.25 on a set that included the suncream, in a couple of months, the packaging on the suncream tube broke at the top and the suncream started pouring out the side. Note I was using it every so often, so I wasn’t squeezing hard or anything. I emailed customer service on the 4th September and now they have only just replied on 27th October to say they won’t send a replacement. I’m an avid beauty buyer and never have I had a packaging tube break, especially from gentle use.

It’s such a shame because the products are pretty good but the customer service is truly awful it completely ruins the brand image and customer loyalty. I will be shopping elsewhere because of this, not going to spend that much money on a brand who doesn’t care about their customers as seen with all of the other reviews on here.

I had an online subscription with SC for 4 months & then in month 5, no delivery & no explanation. I contacted SC customer service via email & asked for help. They told me to do something that doesn't actually exist, ''go into your account & update auto renewal''. I emailed back, this doesn't work & received the same instruction via their reply. I phoned, first time, the call handler cut me off after my explanation ( this happened x3, think they just cut you off if they can't be bothered to help). I phoned again, the call handler told me that ''his superiors give them the auto renewal instruction & they know it doesn't work but they have to tell us all that''. How stupid is this? He said he would help, he didn't. I phoned again, spoke to an agent who told me I had to send screenshots of my 2 active subscriptions, I did & heard nothing back for 7 days. I phoned again, call handler cut me off so I phoned again (!!) & was told it would be escalated IT - again. I am now 15 days after initial contact & still no product & no help. All the call handlers are Italian (no issue here) but they have all been very unhelpful, unresponsive & this is by far the worst customer service experience I have ever encountered. Is this the Italian way, to just not give a damn? This is how I feel & will be deleting my account if I hear nothing from SC in 7 days & ordering from alternative suppliers. My recommendation - avoid at all cost.

I placed an online order with SkinCeuticals and then returned 2 unsuitable unused items. 1 item was refunded after I called to check on the status of my refund.
3 weeks on and 5 calls to Customer Services later, I am still waiting for my refund for the 2nd item. I have been told on each occasion that my refund was being escalated and would be refunded within a few days.
This is the most appalling Customer Service I think I have ever received. I will not be ordering through SkinCeuticals website again.

The worst customer services - actually, it’s non existant! I have now sent three emails & rang twice since 12th August regarding my order that didn’t contain the ‘free gift’ they’re advertising on their website but heard nothing! The staff come across disinterested, vague, unhelpful & generally rude! (particularly the men)! I will never buy direct from them again!!

If I could leave no stars, I would. SkinCeuticals do not honour promotions. False advertising.

I had a severe allergic reaction to the skin ceuticals vitamin C silymarin, I had to get antibiotics and hydrocortisone from my Doctor, I contacted skin ceuticals and after thorough questioning and photographs that I sent of the reaction they agreed to give me a refund, it’s been 2 weeks since they agreed to the refund and they still haven’t processed it! I’ve had to phone skin ceuticals numerous times only to be told they have no complaints department and that my refund has been escalated at least 3 times and still no response from the refund is team! My skin is a mess from the vitamin C and they have no empathy for want I’m going through the customer service is terrible! I’m still waiting on a response and refund from the seller.

This is the worst delivery/customer service possible. I bought a retinol 0.3. The delivery day I was just informed that the product was sent to a collection point (at the outskirts of the city-Bristol). Then I was told by the curier that the product was going to be sent to mine, which it never happened. Anyway, all confusion. Finally, I emailed skinceuticals for a refund, which they did a couple days later without saying a word.

Purchased phloretin cf, broke out BAD.

Contacted customer services who initially apologised and said they would send out a replacement. (All in writing so have proof)

3 weeks later... nothing.

I called up twice spoke with Ali who said to wait. Called again and spoke with Emanuel who raised his voice and told me they will not send a product out??? He was rude, patronising and condescending. I will never Purchase from a company that treats customers like absolute rubbish.

I bought skinceuticals c e ferulic and when I open it the liquid was brown I called the customer service to see if this was normal and they said yes completely normal but they lied I bought a new one just to make sure because it even smelled like old chemicals and this new one the liquid is clear and it feels so much better on my skin.So disappointing they don’t care about their customers.

As other customers have stated the advertised promotions were not delivered with my order. I believe the checkout system created has been set up to fail for customers which actually is false representation/advertising under the trade descriptions act. Customer Services responded with a disappointing and condescending response stating it must somehow be down to something I did wrong/the fault of my computer i.e. you need to clear your cache or check your website connection and said there is nothing they can do despite them having my order number, date and all the details. Really? This is not the first time I have had such an experience with a L'oreal company over a similar issue, I have never shopped with them since and won't ever order from SkinCeuticals again. You just lost another loyal customer.

Update; 25th November - Thank you for your reply I have now had a further communication from your c/s team after I completed a feedback survey and this matter has now been resolved. I have noticed that the offer codes are now displayed more clearly on the website so hopefully this has improved the experience of others. I also hope also that when things do go wrong that the c/s team is given the means to be able to resolve issues without this rigmarole as not being able to do so makes their job very challenging as it appears it is not their fault that they couldn’t help me originally.

The vitamin c that they're so proud of arrived oxidized and customer service couldn't care less. I spent a fortune cos theirs was supposedly the best. Sooo disappointing