Clarins レビュー 

Taken money and no delivery! These are scammers aren’t they? I ordered a month ago and never received goods. Emailed 3 times. Now says order cancelled and no refund! Where is my money? Are you thieves? This is the worst customer service ever! How do I get hold of you and get my money?

DREADFUL don’t bother using online service. Ordered products 4 May as a gift. 7 days later still no email to confirm dispatch etc. called on hold 40 minutes eventually did call back and was told they couldn’t find my order! Then they did! Was told it would be dispatched next day .. no email to confirm this received despite promises from advisor this would be in my inbox that day. 8 days later still nothing so tried bot chat - didn’t work call back nothing received and eventually resorted to emailing. Finally 15 days after ordering with no updates gift arrived… a little too late. Absolutely dreadful a truly cowboy organisation don’t waste money or energy using them!!
Reading other comments seems Clarins stock answer is warehouse moving! Sorry!!! But put that on your website so the customers know delays will occur and then we can go elsewhere instead of happily letting us pay for items then being massively delayed, Truly shocking!!!

Seems the only way to get a response is through Trust Pilot review! Even then it’s a stock answer many other reviews receive too. As previously stated DONT use this service they happily cash your purchase but don’t bother to update the website with long delivery delays. I wouldn’t have bothered ordering knowing the extended wait times. Yes Clarins you have lost another customer. I’m usually an Elemis girl and they are amazing great customer service fast delivery and no excuses!!!! Sort yourselves out.

Tried to place an order on the 14th of May, did 3DS on Revolut, £224 left my account but was then declined by Clarins, I then stupidly tried again, my Revolut shows the second attempt as paid, but then the screen went blank and said unpaid. I am now £448 out of pocket with no order confirmation whatsoever. I have contacted their Live chat, emailed them 3 times, all to no avail. This is daylight robbery and a total disgrace that such a seemingly established company can act in such a deceitful way.
I am now forced to wait until the 30th of May to see whether or not they claim the funds and in the meantime are down a weeks salary, no money to feed the cat and an upset wife who never got her birthday gifts.
I WANT MY MONEY BACK

7 - 10 business days? Must be joking, thats if they dont cancel your order!

I ordered on the 20th of APRIL. They had a birthday deal meaning if you spent over £90 you would get free gifts (a set I had wanted to try already and some extra samples), and regardless of any gifts, I would get a 16% discount for celebrating their 16th year.

I decided to take advantage of the deals, ordering much more than intended (20) to get the free gifts (over 90), and because everything was discounted @ 16% I was really happy.

after quite some time without delivery, I got worried, and emailed. Ive used clarins many times and delivery has always been quick. no response. Emailed again a week later thinking this is not usually like them, give the benefit of the doubt. no answer, then the next week I sent 2 emails. Again no answer.

Then, I received an email recently stating that something I DIDNT EVEN ORDER wasnt in stock so they'd have to cancel my order and give me a 15% off code. I emailed back right away stating that I'd like the rest of my order fulfilled in full and letting them know I hadn't ordered the item they were claiming was out of stock.

I didnt hear back so i emailed again reminding them that they did not have my permission to cancel my order and explained I still wanted the rest delivered in full as it was discounted at 16% and included 2 free gifts.

no answer again, logged into my account this morning to find my order cancelled against my wish and honestly after all this wait, I'm so annoyed. I wont be ordering again unless I can have the 16% off and the free gifts as promised. If clarins would like to contact me about this, that would be the bare minimum to rectify at this point. I'd expect any good customer service to compensate for this stressful experience as well as honouring their initial promises.

Don't reply to say you'll be 7-10 days. my order defintiely wasn't, and its clear to see they had a big boom in business over their "birthday". Also dont reply to say contact the help@clarins email. As you can see, I have done so MUCH MORE than i should have had to. They are welcome to respond to my most recent email if they like?

Well happy birthday to you, sincerely a once very loyal customer.

Edit: I have received a response offering to send me the free gifts free of charge, but that I'll need to order again and I can use the 15% off they originally gave. It smooths things over for now, but the items i ordered originally are out of stock now and also they were originally discounted at 16%. I know thats only 1% difference, but its more the principle. They did apologise and I've updated my review to 2 stars as a result of this update.

My order placed on 2nd May arrived today, a couple of days past the delivery time frame advised at the time I placed the order. To be fair to Clarins customer service team, when I emailed to chase up on this yesterday I received a helpful response within a few hours which is impressive. However, when shopping online with big companies I expect much faster delivery time frames. I am aware from comments here on TrustPilot that there are currently delays due to a warehouse move, but as a customer I would much prefer that a company is transparent and flags this up before I've completed a purchase. Aside from this, I only give 3 stars as I am disappointed that Clarins has discontinued and reformulated some of my favourite products over the past couple of years, so unfortunately I will need to look elsewhere for alternatives.

Crappiest customer service I've seen in YEARS. Yes, even worse than cable/satellite companies! NO response from them at all. I've sent in 2 support tickets and NO REPLY. I've called. Just sit forever waiting for someone to answer. Their "live chat" must be manned by a dead person because there's NEVER any response. Gee...I can't even cancel my order now! Talk about sh** service!!!!
EDIT: Just got a response from them saying they’re taking 7-10 days and then you should send them an email. It’s ALREADY been 10+ days and they don’t answer emails. So much for their “responses” to Trustpilot.

I placed an order on the 6th May (gift for my daughter), to date I have received nothing. I have tried calling several times, have left my phone number for a return call (nothing), emailed and had a "technical difficulties" response twice now. For such a prestigious company the customer service is beyond terrible - you have taken my money now where are my goods?
Update: Wed 17th May. Still no communication but they have time to respond on Trust Pilot! Very concerned now that I will not get my order in time for my daughters birthday! Asking me to respond to the help@Clarins email is an insult - I’ve tried that - there’s no such web address.

Have placed an order on the 3rd may and I'm still awaiting acknowledgement that it has been dispatched. Checked on their website and it says just processing but nothing more. This is the second time this has happened so the excusue of moving or technical issues is just an easy cop out for poor management.

I have also tried to call several times today to be greeted with a recording which says about out of hours refer to the website for help but this is withing working hours and you just get cut off - no customer service what so ever.

I think Clarins need to remind themselves that people buying direct is giving them a better return rather than having to pay for instore facilities and a margin on their goods.

Maybe we should all go back to shopping instore at least the customer service is better???

Customer service is simply unacceptible. Noone is answering my calls. The live chat takes 48hrs to receive a reply - this is not live! Clarins are charging for delivery knowing they have significant supply chain and delivery issues. I ordered in January 2023 and was given the excuse of warehousing transformation. Ordered again in May and still using this excuse on the website and here. Customer expectation of fast delivery and accessible customer service 24/7 is THE NORM now and so many online brands are doing it so much better. Clarins are pushing customers online as outlets are not stocking anymore (debenhams, boots etc). Dreadful experience.

Placed online order with Clarins on 2nd May. Was within "Clarins Birthday Period" so had some really good discounts on products that I currently use. I kept logging on to see status of my order and it was still pending at "being processed".
Wed 10th May - completed online form querying status of order. Received automated email stating: currently experiencing technical difficulties..... some despatches have been impacted...... promise of return response within 24hrs etc etc. As of now, 11th May @ 1137, nothing.
So....tried telephoning using the number provided on website.
Wed 10th May 23:
Call placed at 1421, on hold for 7 mins 28 secs. Hit button 2 for call back request. No call back received.
Call placed at 1444, on hold for 8 mins 19 secs.
Call placed at 1552 - message now hearing is "Welcome to Clarins, our telephone lines are open from 0900 - 3.30 pm, outside of these hours you can place an online query using....etc etc” (call placed at 1552 was still within office opening hours)
Call placed at 1553 - same outside hours message
Thur 11th May 23:
Call placed at 1023 - same outside hours message
Call placed at 1026 - same outside hours message
Call placed at 1047 - same outside hours message
Call placed at 1120 - same outside hours message
Since studying Trust Pilot reviews and reviewing your reply to one other consumer with a response from yourselves (Clarins UK) that you are “moving warehouse currently”, I ask the question: “why has this message not been posted on your main website notifying customers of potential despatch delays because of a warehouse move”?
Current order was based on "birthday" discount prices and I even used over £30 in loyalty points to gain further reductions.
I have subsequently cancelled my orders and have gone elsewhere to purchase items, which has now resulted in losing out on “birthday discounts”, 6 free samples AND £30 worth of loyalty points gained from previous purchases and having to full price elsewhere.
Really disappointing.

I read all these responses from Clarins saying they are sorry but moving to new premises etc etc. That’s all fair and well, good for them!!

Though strange there was no mention of this when I was spending £100 on make up on their website, it would of been good to know then that all the make up that I needed wouldn’t arrive for a very long extended period of time, which subsequently has caused me to go and spend more money as I ran out, I did not buy Clarins and seems very unlikely I will again even though I’ve used it for years!

Feels like they are happy to take peoples money and be deceitful. If you know you’re going to experience long delays because of premises, then tell people before they order and explain that their customer service is not in use because three attempts later, I have still heard anything back.

I have now received my products and am very happy with them. I had previously given 1 star as I had expected my order within 3-5 days and it took 14 days to get delivery. I also tried phoning and contacting through website but was unsuccessful. If delivery had been when expected I would have given 5 stars.

Absolutely dreadful customer service. I bought some creams as a present for my mum that she has been using for ages and has always loved, but they are not the same quality as they were and she cannot use them. They have obviously changed the ingredients to cheaper ones as if happening quite a lot with beauty companies now.
Contacted customer services numerous times and keep being fobbed off, have been told to send in pictures of the bottom of the jars etc which I’ve done but it’s all just an exercise in time wasting and hoping you’ll drop it.
Rubbish. Won’t be buying Clarins anymore.

THE MOST ATROCIOUS SERVICE
I placed an order three weeks ago, which is still showing as “Being Processed” I contacted them a few days ago, and my callback request took over 24 hours to be returned. My Livechat request still hasn’t been returned!
I was told that the order would arrive today. However, I fail to see how that will happen when they haven’t even processed it!
I am now on hold to speak to someone as I want the order cancelled. I suspect I will end up going to Head Office, as nobody seems to EVER answer the calls or respond to the Livechat.

DO NOT USE THIS WEBSITE FOR ORDERS….THEY WILL DISAPPOINT. Just look at all the other reviews to confirm. I’m genuinely appalled.

Awful disregard for the customer,
Customer service non existent.
I’ve placed an order online on the 28th of April. No shipping note, several attempts of contacting help dept unanswered. Ruined birthday and a wedding anniversary, as presents were purchased. Money blocked off on the credit card, not a word from Clarins.
In the current climate, where the customers vote with their money, people aren’t going to choose to shop with a brand this unreliable and disrespectful.

I placed 3 on line orders on 26th, 29th and 30th April and all 3 are still ‘being processed’. Despite several attempts I am unable to find out when I could expect delivery. So sad as some of these are for gifts. I love Clarins products but am unable to purchase locally and may now need to change to Clinique who have a brilliant online service. Very disappointing because previous dealings with this company has been excellent. I would give zero stars if I could.

Delivery is really slow and I doubt I am going to get over £100 worth of products in the window. After reading other reviews with similar problems, it is a shame that there is no information on the website to state that there are delays with orders. I only chose to order direct due to the product selection but could have ordered from other stockists. Likely to do this in future to save the trouble. No point in enticing customers to buy products with a discount and then struggling to fulfil orders then creating excuses. There is no excuse really, many other companies manage without any problems. Shame as the products are great and would have liked the gift to have arrived on time but now it will be late.

I ordered over £100 of products on 26th April and haven't heard anything since; despite my emailing, telephoning, telephoning and requesting a call back and also attempting to use the online chat facilities which are never manned. I am seriously disappointed. I have since read that Clarins is moving warehouses. Since when does moving warehouses completely remove customer services? In this day and age, there is no excuse for not: 1) contacting the customer to inform them of delays; 2) updating a website to inform customers of delays before they make online purchases; 3) responding to telephone calls, call-back requests, emails and online chats in a timely manner.
UPDATE: I have finally received a telephone call from a fantastic customer service agent called Liv who apologised and has, to the best of my knowledge, sorted everything out. Clarins obviously has wonderful people (like Luv) working for them - it's just a real shame about the company's organisation!

Made an order on the 24th April which is still unfulfilled and unable to cancel as Clarins have disabled their customer service phone line. Emails also remain unanswered. The excuse given is that they are moving warehouses. Perhaps a warning to customers when making orders would be sensible knowing that orders are going to be delayed? Another example of a big name making a mess of themselves to the detriment of the customer.

Goods ordered 23/04/2023. Order number CLR_02791900.Receipt acknowledged by Clarins. No contact since then. Email requests unanswered. Email references 290632, 291945, 291973.Online chats unanswered. Phone calls unanswered. Latest call holding on for 1 hour. Option to call head office results in recorded message that office closed for Christmas and will reopen in January 2023!!!!
What a disgrace for once reputable and reliable company offering great products in a timely manner. How the mighty has fallen!! Get your act together Clarins if indeed you are still a functioning organisation. Your advice on where we go from here will be much appreciated.