Clarins Reviews 638

9 days and my order is still in process. I regret I didn’t look at the reviews before ordering. Definitely, won’t be buying from them again

Ordered on 25/11 to date no confirmed delivery date despite various emails chasing them. Live chat does not work on iPhone and customer service number keeps you on hold with an annoying repeat message. More concerning is that one of the items on my order has no quantity or price and is no longer showing on the website which suggests it is out of stock. Will never order direct from Clarins again, terrible Customer Service and delivery times.

Went to the Clarins counter in John Lewis in Westfield Shopping centre in London. No staff on the counter. All other make up counters have 2 members of staff. There was a sign saying be back at 3pm. This was 2.30pm so I waited. 1/12 Christmas shopping season I paid £80 for a pot of cream - clarins surely u can hire or pay staff to man your counters especially at this time of year!

I had the worst massage I have ever had at Clarins last week. I dont really blame the girl who did the massage, she was perfectly pleasant, I would imagine she was just following corporate guidelines. However, the room was cold, all that covered the plastic on the table was a paper sheet. The only covering I had over me was a thin paper towel, no blanket, no warm towels no heated bed, there was a warm gel pad at the bottom of the bed and that was the only bit of comfort. I can honestly say I have been more comfortable on an A and E trolley. I did mention that I was cold to the beautician and she agreed that it was cold today! despite this, I was not offered any other covering. Even the stuff the beautician used to do the massage was cold and disturbingly sticky, it felt vile The massage itself would have been fine if warm oil had been used but apparently, after asking, it was just cold moisturising lotion with a tiny bit of cold oil added. This was supposed to be a sleep inducing, relaxing treatment, I can assure you that was not the effect it had.
To add insult to injury at the end of the massage, she sat me up and then started with her sales pitch. I have bought Clarins treatments as gifts for friends in the past but I certainly would never buy from Clarins again. I was extremely disappointed, disillusioned... and cold.

Ordered 2 facial spa vouchers as a gift for my mums birthday coming up, only to see 1 of the vouchers has been sent, not both.
Completely sealed box, and even sent me the free samples, just not the actual product worth £68/£78!
An ABSOLUTE JOKE, for such a "prestige/premium/luxury" brand, their delivery service is appalling and definitely put me off ever ordering from them again.

UPDATED;;
Had managed to resolve via contacting their online customer service chat, of which their staff member Tori had picked this up. They helped me to get the voucher resent and resolved by flagging to their manager and putting the case under review internally too as to how on earth it happened so having the missing voucher resent and on next day delivery as a resolution. Feel more positive about their support team on customer service than their online order fulfilment team, however still wouldn't order online again and rather buy their stuff in store going forward if needed.

I am totally disappointed. The lure you into buying a lot of stuff with promises of free gifts, also offering a gift for your birthday. They also tell you that you are a valuable customer and they offer you the black Friday 20% off in advance. And then..after you have spent a fortune.. they cancel your order..
So I am done with them! Never again. I had ordered birthday gifts than i now cannot deliver and a quarter of the Christmas shopping.

So I left a previous review after a return 'disappeared' despite tracking. I returned another unused item at a later date (over £100) as a change of mind and again was told they had not received it, despite DPD tracking showing it was signed for by 'Kelly' and the exact time they received it! They simply told me they had received the returns form - as if I sent a parcel which only included a form saying I wanted to return it. Very very dishonest - clearly they are stealing/pocketing returns and then not refunding customers saying they didn't receive them when they signed for the parcel themselves! Communication is terrible also. Looks like I'm going to have to go through my bank now!

After the warehouse failed to send my order next day as i requested it was sent urgently as it was my mothers birthday they failed to do this after 5 emails requesting. I had already ordered earlier bur for some reason the order failed....VERY VERY POOR ALL ROUND !!!!!! I WILL NOT BE BUYING ON HERE AGAIN !!!!!!!

I WILL EXPLAIN TO MY MOTHER ON HER BIRTHDAY WHY CLARINS MADE A MESS OF THIS.......VERY VERY POOR !!!!!!!!!

Always used clarins, I purchased the self tan for the face. And the was no colour at all very disappointed. Emailed clarins no reply. Won't use clarins again very disappointed . Still waiting for reply

Bought a mascara online, tried to use it this morning but its empty. No mascara in it. I'm absolutely disgusted and will never buy anything from here again

Online customer service can be a bit slow, but I don't mind because I simply love Clarins cosmetics and have never found any better.

I had a facial at the John Lewis in Bluewater store with Jodie. What an amazing treatment it was. My skin after felt amazing. She was very professional and made me feel so comfortable amd welcome. Would definitely go back again x

I wouldn’t recommend buying a gift voucher there are very few places you can spend it.

Were do I start placed an order which was on line with a 10pc discounted but wasn’t told if u accept this deal you are then automatically sent out the same monthly jar of cream at a cost of £85.50!this was birthday money that I treated myself with and then the following month the product arrived again and the money taken out of my bank had to send it back and have now just today received my money into my bank please check before you accept their very misleading deals or you will be like me and have to use overdraft facility to cover your other banking cost will never use Claris again and when I read the online reviews there is an awful lot of unhappy unsatisfied customers

From a customer of over 45 years. Several complaints and very little satisfaction from customer services. The website is slow, glitchy and clunky. Cannot send a message via the Customer services option button. The website is worrying to use. A recent order was made and no email confirmation received but the order appeared in ‘my orders’. Money had gone from my account. I contacted ‘chat’ and the person said all was well and sent me an odd looking email that just had a copy of the order details (no written confirmation and not the usual Clarins confirmation). Today I notice that the transaction in my account has disappeared. The above is one of two separate orders made. The second order was placed yesterday and seems to have gone through properly. Clarins! What is going on!

Very poor customer service. Reported a product 31st Aug and returned. I was awaiting a alternative product and was told out of stock and would I like an evoucher. I have heard nothing since. Terrible customer care.
If clarins are reading these it's
complaint number 334016 - sort it out.

My husband bought me a £100 gift voucher for Xmas last year - valid for 12 months.
The voucher will not work on website. Spent a week trying to sort it out with customer services only to be told that the voucher was ‘upgraded’ and so the old voucher would not work. I have no idea where this imaginary new voucher is and they are refusing to send a replacement voucher claiming it has already been sent. So Clarins have stolen our money. DO NOT BUY VOUCHERS ONLINE, CLARINS DO NOT HONOR THEM. Thankfully i have the original voucher and will be contacting the bank. Of all companies i NEVER thought i would be writing this about Clarins. AVOID THIS COMPANY UNLESS YOU WANT TO BE SCAMMED.

After being promised by Clarins Helpline that they would exchange the unsatisfactory product that I purchased instore, I then received in the post 4 MINI products that are actually given away as samples instore! NOT the 2 full sized products that I was shown in the email sent to me. I complained again and was told - sorry for the mix up - DPD will deliver the full sized products to you on 4 October. After reading in the reviews just how bad the DPD delivery service is, I doubt I will ever get a resolution to this complaint to Clarins. I will go to Resolver Complaints if I do not get a satisfactory conclusion to this - and have vowed I will never purchase from Clarins again. KIEHLS instore at Selfridges are marvellous and give away amazing SAMPLES! TRY BEFORE YOU BUY.

I placed an order for one product which came to £44.50 plus next day delivery. It ended up taking triple the amount out of my bank account due to the amount of times I had to verify it. I have now been over charged £89 and none of their customer service team has even bothered to get back to my email to resolve this. As well as this, I paid nearly £7 for next day delivery and it has been now 2 days and still no sign of delivery or even the delivery place having my parcel. The customer service of this place is absolutely horrific, I will never be ordering online again.

I have had a problem with an item I purchased from Clarins. I rang customer services initially but the outcome was not helpful. I have sent 2 online messages - the first issue with these is that there is insufficient word capacity in the body of the message to fully get through my complaint and secondly, both messages bounced back. I have been using Clarins products for 25 years and never had a problem with a product until now and it’s frustrating that I spent £20+ on an item that is not fit for purpose.