Clarins Reviews 638

Wish I could give zero stars. Placed an order on 6 November in Australia, including an Advent calendar. Received a faulty tracking number 14 November. Started emailing then, and received no response for 2 weeks. Then got the "thank you for your patience..." emails. Left messages on their customer service line (which doesn't work), and sent multiple emails. Have been sent a new tracking number, only to be told the package is being held up. Drove 3 hours to Melbourne to buy what I needed. As of 11 December still waiting for a package, have requested a refund, vague email response about being patient, and one very unhappy customer, with no patience left.... Will never order from them again.

This is the NZ site. Placed an order on 25 November during Black Friday sale. Got a tracking number on 28 November. 5 December I emailed them to advise tracking number doesn't work. No response. Emailed them again 9 December to advise tracking number still does not work and I will be commencing a chargeback if no response received. 10 December commenced chargeback through Paypal. I also received an invitation on 4 December to complete a survey, which I did, outlining the issues I'm having. No response to that either... Apparently At Clarins, we have always valued the importance of listening to and satisfying our customers. Yeah right.

I made an order a month ago and still haven't received it. The support service writes me an apology every time and swears that this time they definitely sent it. But nothing changes. I'm shocked by how the Clarinсe works!!!

Been trying to do an order for Christmas half of what we want is still out of stock. In the meantime they have removed most of our loyalty points. Won't be shopping with them anymore.

To add to this I haven't had a response from the form I submitted on their website 10 days ago. Poor company.

Terrible service. Get you to buy then tell you they can't post literally for weeks. NEVER BUY ONLINE FROM THESE FRAUDS!

I had the pleasure of being assisted by Monika during my visit to the Clarins Outlet at the O2 Branch on November 27, 2024. Monika was incredibly professional, knowledgeable, and enthusiastic about the products, offering insightful recommendations tailored to my needs. There was no pushy sales pressure, just an effortless, enjoyable shopping experience. Her expertise and friendly approach made the process seamless, and I left feeling confident in my purchases. Highly recommend her service!

I order from clarins.com.au (online from their website) first time, in 5 days will be a month, I still haven't received my order!!! In the start they gave me a wrong tracking number, after two weeks they gave me a working tracking number and today suppose to receive my order, I got notification from DHL that my order returned to sender after sender's request!!!!! I contacted DHL and they explain to me that the sender Clarins request the parcel to return back to the,!!! I contacted clarins costumer service, no reply!!! Terrible!!! I will never order again!!!I hope i get my order, but i worry i will not.... I buy clarins products 30 years now (I am from Europe, i move before 8 years in Australia) after this expirience I am very upset, i cant trust the company here and I am looking for other companies to buy the products i use.

I went into Boots in Coventry, West Midlands, England to buy some foundation from Dior but ended up buying some Clarins, i wanted to say thank you to Amy who helped me choose my foundation

Beware of the Clarins “free gift”. I recently purchased items from Clarins in order to avail of their “free gift” when you spend 80 euros or more. I just want to warn customers that unless you specifically tick the gift items while in the website, you will not receive the gift. The system does not prompt you to add the gift during the check out process. Hence, I did not receive my gift and when I contacted Clarins, they basically said it was my own fault as I didn’t process the order properly. Not life or death, but pretty appalling customer service all the same..

Useless chatbot customer service. Just pray you don’t get Marb. Deodorant causing pain on application - contacted via “chat” to advise and ask about return - sent email, but wording was confusing and only half the returns info included (I was expecting it by post) told I could only exchange for same value, could not add on or buy any gift sets. Couldn’t find anything of appropriate value! Unclear how this would work, never explained properly or followed up when my product - which could be dangerous tbh - never turned up. Asked to escalate to a manager and have no idea if this will happen or not. Used to think Clarins was a high end brand and have been using day, night cream and perfume for years. Sadly I am now going to have to spend my money elsewhere.
Following reply: yes team manager has partially resolved issue - in that I have been able to send product back - but am still awaiting exchange/refund.
Also, all credit to Clarins, they have withdrawn product from sale/availability - possibly so they batch check/investigate.

I will never buy anything from Clarins again!just tragedy!!horrible customer servis!!not answer for my emial.no recive still my money from return item.is alrady one month!never again Clarins!!!

Bought one of the advent calendars mid November 2024 as a gift for the wife - it arrived damaged and customer service absolutely unable to rectify anything.

I contacted customer service who stated that I need to send it back and once I upload the receipt of postage, a replacement will be sent out to receive by 1 December…

The following day, I did all that and contacted customer service with proof of receipt via chat. After over an hour no response..

Contacted customer service via chat the following day, after over an hour some response again asking further information and stating that they need to receive the item first. Nearly half an hour between the exchanges.. so I send a proof of receipt and again no reply…

Next day, again I contact customer service.. they state they haven’t received my proof of postage and the item is now out of stock; and I will not receive it by 1 December.

Whoever is responsible for this company’s customer service is simply incompetent. These guys don’t record anything and never call you back when you chose that option via telephone.

I encourage others to use a different company or just order from Boots or something like that, especially if time is running out. Not buying from these guys again.

*****UPDATE*****

They managed to send me one of the calendars as a next day delivery and delivered it in the evening a day before 1 Dec.

I have increased it to three stars from one. Would be 5 if that would have been a lot easier. It was too difficult in getting this sorted, as explained above.

So many missing items when orders been delivered. Placed 5 orders when I was in Switzerland, just got back and opened the orders, so many products were missing, even the main and most expensive products!! Absolutely shocking and tried to call their number on 01279967776, no customer service available! No one can talk to! Thank to them now I have to spend so much time on this to sort the mess out with them!! Got call back from their customer service after on the phone for over an hour,asked me sent the photos and answers for the questions so they can act accordingly which I did, now been two days heard nothing, don’t know what to do with 5 boxes been sitting on the floor, can’t return as no reply from them.

Latest update after more than two weeks, received the missing items and still waiting the refund to be back in my account. One extra star for customer service finally get it sorted out

If I could have left no stars I would ! Clarins customer service appalling . Had a problem with one of their perfumes . Apparrantly it is a known problem but yet they still selling ! Stores used to change it for you but they have so many faulty you have to contact customer service who send a postage label ( not tracked)they then take months to reply which you lose receipt . I could see it had been delivered but they say not . Now will only send 3x 5ml samples it was a 200ml bottle half left . absolutely appalling I will never recommend it use clarins again !

Terrible customer service
Placed an order payed via PayPal
Apparently order never went through but they’ve taken my money
Sent 4 emails they don’t respond
So I have no products but they have my money had to get PayPal involved to claim back my money

I placed an order on 14th as i was travelling on 30th oct. till 28th no parcel arrived . and no response from clarions despite filling in on line forms , wasting my time on it. at last 1 managed to get some one on phone and they refunded as the parcel was lost in transit.not happy with service provided by the company

Downloaded the Clarins app yesterday, after receiving a regular Clarins email telling me about it. So easy to select and pay. Used PayPal. All procedures as usual. BUT my order has disappeared. Not showing on PayPal or my Clarins account or by a confirmation email. Consequently uninstalled App. No money has left my account but it's as though my order never existed. Emailed Customer Service and awaiting a reply. Was concerned it was a scam, and changed all passwords as a precaution. Wish I'd just ordered from regular Clarins site. Never any problems with them at all.

WOW What can I say on my first Clarins website order? APPALLING!!!! I've never had this issue ordering my regular Clarins from another website BUT seen the Clarins app downloaded it and now I wish I didn't bother? DOUBLE payment pending in my account of almost £300. Can't get hold of anyone? And wish I read reviews first!! Wonderful products LACKLUSTER AND WOEFUL customer service. Never again. I'll stick to ordering elsewhere instead. Or move on to DIOR such a better customer experience.

Clarins use Yodel and DPD and you have to be at home to receive your item. Not received items and customer care have not issued a refund. Not happy with Clarins.com will get Clarins items from other retail shops.

I am so disappointed with clarins. I have registered for auto replenishment and ordered a few weeks earlier as I was running out . I didn’t receive it and checked but it hadn’t gone through despite saying -progressing originally. On the fourth time I contacted customer services - no response. ( this has happened twice before) today same thing . How can they keep customers when systems don’t work and they don’t provide goods. Sadly I may need to start using different products
Following response
I have managed to contact customer service by phone who stated the product was out of stock. I understand this can happen but it would be good to let loyal customers know