Kate Somerville Reviews 

I’ve been a loyal Kate Somerville customer for years and have recommended their products to countless friends. While the skincare itself is solid, the customer service has become unbelievably disappointing. I’ve never encountered a company where the chatbot is more helpful, more polite, and more capable than the actual human representatives.

After multiple interactions with Jayanna, I’m done. The dismissive tone, lack of support, and unwillingness to resolve even simple issues made it clear that customer care is not a priority for this brand. There are too many other high‑quality skincare options on the market that treat their customers with respect when problems arise. I won’t be purchasing from Kate Somerville again.

No response when asking where my delivery is

Fantastic products. Customer services very helpful when I had a delivery issue recently and immediately came back to me and resolved the issue promptly and professionally. I have been using their products for a long time and whilst they are expensive they are absolutely lovely.

Have 3/4 of the liquid left pump stopped working!!!
Have cleaned the nozzle, won't work,what a waste of money!!

REPLY!!!
We are sorry to hear about the issue with the Dermalquench Liquid Lift pump! This particular fault was a known issue, and we’ve received similar feedback from other customers regarding the nozzle. Unfortunately, this product has now been discontinued from our product line and we are no longer able to assist with replacements or troubleshooting directly. We kindly recommend visiting the place of purchase with your proof of receipt to they can help assist you further. 
 
The best recommendation we can offer is to clean the nozzle with warm water and ensure any product buildup is removed, as this can sometimes resolve the issue. Hopefully this helps and you can start to enjoy using this in your routine. 
 
Apologies we are unable to help any further in resolving this for you. If you have any other questions please do not hesitate to reach out. 
Why ask me to contact them? just looks better they have replied to a negative review but no resolution.

Bought the Kate Somerville resurfacing overnight peel for $105 and the pump doesn’t even pump anything out of the tube!! I do not recommend this product. For $105 dollars you should have better manufacturing tubes Kate! I had to cut the tube open with scissors.. and it burnt my face.. what a waste of money.

Placed my order and it got cancelled immediately after placing have no idea why and it was the last day of the sale

Received a Kate Somerville as a gift and after using it for a week the pump stopped working so was unable to get any cream out. It was more than a half still worth of the product inside the bottle. As it was the gift I didn’t have the proof of purchase so went straight to Kate Somerville UK website - they swiftly replied that they of course are unable to help even after providing a batch number (proofing it is indeed an original product and not a fake). Said go back to retailer and if you can’t then sorry we can’t help, hiding behind policies. I think a huge name like this should take responsibility and accountability of their expensive products no matter where they are sold! They are happy to charge us those huge prices but unable to help when the product is faulty. It’s your brand name of the bottle! Disgrace. Don’t buy just in case something goes wrong!

I saw the 50 spf, after make up spray and thought it looked great and would be a good buy for my upper coming holiday. I purchased late October with discount to save for my holiday early December 2023.
When I received the product the spray seemed faulty. I washed it, looked at it again and it worked. I went on holiday, it worked fine for 3 weeks, once per day application. I continued to use for winter sun on my return but the top stopped working again. Now, I don't use a lot, the bottle was still more than half full but the spray was not going to budge.
I sent details to customer service, the actual format on making a complaint, most people would give up. The text box changes the format you are typing in and changes the spelling, it just doesn't make sense.
Then, they ask you for videos, batch numbers etc I thought they were taking it seriously. I proceeded to provide all this information which took time, reducing, clipping videos that wouldn't upload! Finally to be told you only have a 30 day window for complaints.
Absolutely rubbish customer service, waste of more precious time!
DO NOT PURCHASE ANYTHING.

Tried to return an order. We're approaching a month and I still haven't been refunded. Currently on email 5 of trying to get them to act like a real store but it's been slow progress. I would recommend going to any larger chain and not using their website because it doesn't seem like they have things set up.

Item arrived damaged
Have been unable to get any reply to emails and phone line always busy or unanswered
Really poor customer service and wouldn’t recommend
Now trying to get a full refund

Had a faulty pump on particularly pricey KATECEUTICALS™ LIFTING EYE CREAM. I liaised with a fabulous member of the customer service team, Sylvie. A little back n' fore, wanting a video of said damaged pump, proof of purchase etc. but hats off to KS team the item was replaced and postage paid to return the damaged product to be reviewed for batch fault. Thank you

I asked their customer services team some questions about their products and their responses were quick and super helpful!

Ordered a product online, never received the item when chased advised has been has been returned to the warehouse due to missed delivery and if I would like they can resend out if I confirm the delivery address. I confirm delivery address and they tell me that’s not what they have a file as the door number is missing and therefore have automatically issued a refund. If there was no door number how is it missee delivery ??? If I want the product I will need to reorder, however when I purchased it was on offer and now I will need to pay full price I replied did not ask for refund product at a promotional offer and now it has gone up by 60%. However no response. I’ve been emailing the chap call Florian very very very poor customer service does not read the email that you’re sending him rather sends very generic emails not happy at all. Tried to call to speak to someone but no answer.

My favourite skincare brand! They have such a wide range of products for different skin types and skin concerns! My skin always feels amazing after using these products and I can't get enough!

Would definitely recommend it as a small amount of product goes a long way and will leave you feeling extremely happy with your skin!

Very disappointed with customer service. States on website any order over £90 before 2pm working day will receive next day delivery, I placed order on Saturday, only received email Tuesday night to say expected any time on Wednesday. Also, I forgot to put in code for complimentary gift, my error, but hoped it could be rectified ETA phone call. Spoke to a very argumentative person Florian, who tried to say we had to pay for next day delivery, then tried to say I hadn't placed order till Monday night. When asked about the free gift, he told me I hadn't spent enough money, then he was looking at wrong order on his system, berated me for not putting code on at time of order, then after much debate, said he would instantly send me an email confirming I would get the gift. He said that the much-praised Jayne and Beth mentioned in reviews don't exist. I now anticipate that like previous customers I'll receive wrong order or missing items. It is such a shame that a luxury, renowned brand is let down by appalling customer service and misinformation.

Customer care came back to me so quickly and with some amazing advice. I’ve bought half of the products and am in love. Planning to buy the rest when I get my sales bonus. Stunning packaging, arrived really fast and the products are incredible. Thank you so much xx

Hi I was worried about the price if Kate Somerville but my skin was looking tired and dull plus I’m at the age where I should be using anti-aging the products I received were gorgeous I got the goats milk cleaner eye wrinkle warrior deep tissue repair and re vitamin c with retinol and the sunscreen when I made the order I for got to add the code for the free deep tissue repair and their customer service was amazing they sent me the full deep tissue repair and my 3 samples the girl who emailed me was lovely. All of the products I’ve used so far have been gorgeous and the sunscreen I’m in love with definitely recommend the products I got I’m now waiting with excitement for my k8 peptide cream

The checkout process is quite a shambles. I should point out that I am not an average user, I am a credit card payment processing programmer. My experience is based on using iOS on an iPhone 13. Firstly, the saved address in customer’s account saves the street name correctly, but did not retrieve the street name on checkout. This resulted in Apple Pay failing on address verification. It took me several attempts to identify this issue, so I attempted a credit card checkout. This failed twice because the bank verification pop-up disappeared behind the page content. I was finally able to check out on the third attempt after a worryingly long pause and page reload.

This is a pretty bad checkout implementation and it would definitely affect my choice to purchase a gift from here in the future. KS are very likely unaware of how many people would give up facing this many checkout problems.

Took the skin care quiz. Excellent technology which gives a detailed description of your skin and recommended products to use. Some confusion over a recommended product for am and pm use but this was quickly resolved by emailing the support team.