Paula's Choice, LLC - US and Canada Reviews 375

I've been waiting for a product for three weeks now (ordered on dec. 31st, 2020) and it has not arrived yet. The shipping time to Denmark is 2-4 days. When I attempt to track the parcel on PostNL website, it just says "shipping information received" meaning the package hasn't even been sent to my country yet! I leave the country in 9 days and really would like to receive my parcel by then as to avoid the chaos of trying to send it to yet another country where I don't have a formal address when it finally does arrive.
With that being said, when I contacted customer service, the lady was very helpful and assured me they would send a new one that should arrive in 2-4 days. I know their products and love them, and because of my positive experience with the customer service call center, when (if) I receive my product, this review will be changed to five stars - just getting a bit nervous about whether I will get my parcel before I depart on the 29th.
Edit (Jan 25th, 2021): Today I received my parcel - very exciting! While I am disappointed in the 26 day shipping period (when the website states 2-4 days), after reading reviews and talking to customer service, I have come to the conclusion that it is most likely a delay on PostNL's end (1.3 stars, over 5,600 reviews). Therefore, so other customers don't have a negative experience that affects Paula's Choice's reliability, I would suggest they check the reliability of PostNL and consider changing postal services. Many others have seemed to have the same issue as me. Thanks Paula's Choice for being helpful despite setbacks!

I placed an order online for a gift for my sister. The online form had a field for the purchaser and the receiver. Instead of using this information wisely, they sent my sister an order confirmation. Then a few days later they emailed her again to say they had cancelled the order. To be clear, Paula's Choice didn't email me, the person who purchased the item. And they gave no explanation whatsoever, just that they had cancelled it. I order from Paula's Choice often in Europe and the service is good, but I wouldn't recommend ordering online from them in the US.

I really love their skincare products. I have been using them for a little over a year now. I do wish they weren't quite so expensive, but the good news is that they are always running sales. I subscribe to the text alerts and I swear there's a 20% sale every single day.
My skin is combination oily (forehead) and dry (around nose). I deal with redness and blemishes around my nose and chin.
Would recommend the 2% BHA exfoliant, the azelaic acid booster, the 10% Niacinamide Booster, and the daily sunscreen moisturizer.

I always love purchasing from Paula's Choice (I get the BHA exfoliants). Their products are great, their shipping is fast, and I've never had a customer service issue. I kinda miss the free samples they used to give with every order, but that's a small complaint!

I love the products and I definitely have seen an improvement in my skin. The only reason I took off a star is their return policy is honestly really inconvenient. It’s one thing to deduct the cost of shipping from the return but they don’t even offer a return label. Especially with COVID it would be a lot better to have return label available. It makes it so that it’s really hard to try new products.

I bought a tube of the Skin Recovery Daily Moisturizing Lotion SPF 30, and there were hard little granules of white stuff in the tube. It was unpleasant to rub on my face and I had to pick these things out to even use the product. I emailed customer service with pictures of the grains and they were very evasive and did not provide any solutions. They just said "While you use the same ingredients, techniques, and cooking times, batches can come out a little different each time. This is considered normal, and we do our best to ensure those formula variances are minimal." and said they would let their product development team know about my "aroma" problem...What aroma problem? It's like they didn't even read my email...

Edit: Initially, I replied to their email saying I was not happy with their response and gave PC a 1-star review here on Trustpilot. Soon after, a different customer specialist contacted me and offered to replace the defective tube for free. From here on out, my experience with PC's customer service has been 5-star, so I'm changing my rating. There was a shipping issue on a different order (Fedex's fault) that PC remedied by sending a prompt replacement free of charge. Maybe my initial bad experience was just a fluke?

Firstly, I love Paula's choice and I have been using it for the last 3 years and I am not planning to change it either. I am UK based customer and their UK customer service is excellent, they were always very helpful. I have recently moved to the UAE and I was pleased when I found out I can order from the US website as they ship to the UAE. I picked about 10 products on Black Friday and paid around $300 to only find out my order was cancelled and that I should contact the customer service(no explanation), they replied saying one of the products contained ingredients which are not allowed in the country where I am atm. The representative advised to complete another order or contact customer service again, she also informed me that $300 will be held for up to 30 days which seemed excessive. I was willing to place another order and I asked them if I can use my discount which I only lost because they cancelled the whole order, they said no. I paid $300 only to be told my money will be held and that I need to place another order without discount that I lost because one of 10 products wasn't allowed in the UAE. I love Paula's choice but this was very poor experience.

So I ordered a product from here 10 days ago and it hadn’t come because of Hermes (a totally unreliable service). I phoned customer service today and they’re sending me out a new one that will be here in 2-3 days. Top customer service and the lady couldn’t have been nicer. The only thing I can suggest is you change your courier from Hermes :)

I ordered a ton of products from their site earlier this week and was just emailed saying that they cancelled the entire order but didn't give me a reason why. I went to call them and the working hours make it tough to get a hold of them. Huge bummer because I thought this would be my new skincare routine.

I have seen a HUGE difference. I have tried so many different products for my acne or milia that was on my face and after 14 days the bigger bumps cleared up under my eyes to where you see no trace of them being on my face. I use 3 different products; the cleanser, exfoliate, and treatment and with those three made my face so clear and I’m such a happier person. I love Paulas Choice products and I will definitely be spreading the word and buying more products.

Very expensive for what they are. So far I have seen no benefits. I paid over €72 for 115ml of product. I know I brought the smaller size, because I wanted to try the products, but it's a bit pointless if it's gone after three pumps. There are much better value brands available with exactly the same active ingredients listed on the label. I will not buy again, not worth the hype.

Great products and great service. Quality is excellent on both.

Very helpful and I love the 2% BHA LIQUID

I had an issue with one of the tubes that I purchased. After contacting Paula's choice and addressing my concern, they responded with a solution. I appreciated their easy contact and friendly manner. Thank you Paula's Choice, I'll keep ordering your wonderful products!

So far, I am happy with my products. I love that they are fragrance free and I feel like gentle too. I have been using the BHA exfoliant and I don’t feel dryness on my skin which is great! I can’t tell about results yet since I have only been using the products for 2 days so far.

Thanks for getting back to me so quickly on the order separation. I did receive my order in two separate shipments and that was confusing. But, the staff responded in a timely manner and I did receive my products at the stated price.

Have enjoyed the product previously, ordered again. Now 11 days since order and not even dispatched to the courier. No response to emails or Twitter messages. What’s going on Paulas Choice? If you’re going to order the products, go via your preferred third party as no service going direct.

BE CAREFUL! Pauls's choice just made a $250 order on my behalf without my permission containing products I've never used nor need. I have only used two of her products, I have not been active on my account since June, and I don't have any active subscriptions. I have no idea how this happened but I will not be using her products in the future.