How Medik8 ruined my Christmas and broke my trust
I was deeply disappointed by my experience shopping on the Medik8 official website, especially given that I have been a loyal user of their products for over ten years.
During the Black Friday period, I placed a large order of Medik8 skincare products, carefully selected as Christmas gifts for people close to me. I trusted the brand and assumed that ordering well in advance would ensure everything arrived on time. Unfortunately, that trust was misplaced.The stated delivery time was up to 12 business days. I waited patiently. However, even after those 12 business days had passed, my order still had not arrived. When I checked the tracking information, it showed that the parcel had either never been shipped or had disappeared entirely. There was no clarity, no explanation — just silence.
When I finally reached out to customer support, I was told they could simply resend the order. I explained, honestly and clearly, that I would be travelling during the Christmas period and that, if the order were to be resent, it would need to be delivered to a different address. I also made it very clear that these were Christmas gifts and that timing genuinely mattered.
Despite this, no effort was made to help. No alternative solutions were explored. No urgency was shown. Instead, just one week before Christmas, I received a refund notification, without discussion, without empathy, and without any attempt to make things right. There was no offer to resend the items later, no gesture of goodwill, no acknowledgement of the inconvenience or disappointment caused.
What hurt most was not the delayed delivery, but the feeling of being completely disregarded. After more than a decade of loyalty, I felt reduced to nothing more than an order number in a system. Christmas gifts were ruined, plans were disrupted, and the experience left me feeling genuinely undervalued as a customer.
As a result, I have decided not only to stop purchasing from Medik8, but also to stop using their products altogether. Trust, once broken, is very hard to rebuild and unfortunately, this experience broke mine completely.