Clarins レビュー 

I am writing this review to express my disappointment with Clarins uk online service. To start with I completed the online form relating my issue, then I heard nothing back. I sent them an email, nothing back. Long story short I tried four times to grab their attention via email, which should not have been the case, a customer trying to keep contact YOU. It is quite upsetting that I have not received an answer from such a big company as Clarins. As we speak, I still haven't received a response(and I'm not expecting one anymore) but it's really a shame to ignore emails even more to your loyal customers more than 15 years. Competition is so high out there so you have to keep up if you want to build a great rapport with your customers. By ignoring someone is not a good start.
Definitely I will move to a different brand.

I placed an order through my login and should have received a free gift as it was over a certain value. No free gift received, messaged on the chat function no response and then sent an email no response!! For a company of this stature I would have expected a lot better customer service.

I went onto the Clarins website to order several products for my husband’s skincare routine, but the whole thing turned into a slog. I needed a bit of guidance because some of the moisturisers overlap in purpose, and it got confusing trying to work out which ones actually make sense together.

I tried using the Personal Shopper tool, but it simply didn’t work. I clicked everywhere, refreshed the page, tried again… nothing. So I moved on to the “Chat with Us” option, hoping for some clarity. Instead, the chatbot told me my message was too long to understand. It was four lines. Relax, it wasn’t a novel.

I finally got put through to a customer representative, only to be met with a copy-and-paste message recommending the Personal Shopper again, plus the same link that already didn’t work. I replied twice, explained (again) that it wasn’t working, and said I wanted to complain about how painful the whole process was.

No response. Not even a “we’ll look into it”. Nothing. How rude.

Buying skincare shouldn’t feel like hard labour. Sloppy, unhelpful customer service; a website that’s slow, sluggish and obstructive; nothing slick, nothing supportive. And customer service that clearly couldn’t care less.

Well, here’s the twist: I don’t care either. I’ve already voted with my feet and taken my expensive order to Clinique.

Is it any wonder you’ve got a 2-star rating on Trustpilot? Honestly, good luck with your future. I hope people start holding you accountable and stop settling for this level of service.

I really cannot understand the poor reviews for Clarins. I have shopped with Clarins for over 15 years and they’ve always been fantastic.
So, addressing some of the issues raised by other reviewers:
Delivery times: Clarins do state a longer delivery time than some other companies, however unlike some other companies they DO deliver within the time stipulated. Clarins offer different courier options so always pick the most reliable courier for your area. The deliver information used to be poor (more the courier than Clarins) but not it has greatly improved.
Quality of products: I’ve found some products suit my skin better than others but this is the norm for any skincare brand. Some people have complained about recent ingredient changes eg the double serum and the lip balm, personally I have been lucky and loved both the old and new versions, but I appreciate that for some the new formulation has not suited them. Clarins have in the Black Friday sales been selling off the older versions so I would suggest buying up in bulk, but I think if lots of people leave bad reviews for the new product it will force Clarins to rethink in order to get sales.
Onto the sales: Clarins have some of the best sales discounts and gift offers, and not forgetting 3 samples with every order (sometimes suspected during Black Friday). These offers and regular change of offers along with their loyalty scheme is a lot more generous than a lot of other skincare companies.
Customer services: I have once dealt with customer services about receiving the wrong free gift, they were very polite and helpful and explained they had run out and when I explained the substitute gift they had sent really wasn’t suitable (it was all men’s skincare items) they said I could keep it and sent me another which was more suitable.
Maybe I have been lucky, Clarins products suit my skin, I would much prefer to be told a realistic delivery time and it be delivered within that time and I have a great courier and I haven’t had to deal with customer services much.

Poor customer service, not trying to solve problems at all.
Asking for an address change is like shirking responsibility. The customer service asks me to change the address when the parcel is handed over to the delivery company. I have tried a few times to change the address, it only has limited choice to change.
It is 2025 now, why is your system in Clarins falls behind, customers cannot amend and cancel anything, it seems you just want to boost sales without providing service.

Clarins promote themselves as a high quality cosmetics company and charge high prices for their products.
Like many others on here I have got the Eau Dynamisante with the faulty spray (x 2) making it unusable. Whilst I am aware that faults occur no matter what the product,the fact that Clarins are fully aware of the fault yet keep selling the faulty product to its customers shows a complete disregard for all us.
The best judge of any company is how they deal with things when they go wrong and Clarins have behaved dismally with these complaints.
I will no longer be a client of such a business.

Just wow!! I placed my order on Black Friday itself, and it arrived the next day (having stated my order could take over 5 working days to arrive). It was packed perfectly, with zero damages and all my order was fulfilled! Even the gift with purchase was worth changing my purchase from a lower gift set to a more expensive one! Well done Clarins UK - I will be shopping with you again!

Order with caution! I love Clarins products but sadly I’m still missing an (expensive) item from my last order. I can never get through to customer services on the phone. Eventually received an online response saying my missing item would be with me on a specific date. 3 days later and I still don’t have it.

2nd time this year I have purchased a cologne with a faulty spray. I was told unofficially there was a known (by Clarins) faulty batch in circulation with lots of complai to but it seems Clarins continued to sell the items. I have complained a number of times but have been asked for all kinds of proof ..unable to give as packets and receipts disguarded (as you do). Clarins do know about this issue but don't want to know! ... appalling customer service!!

It seems my problem is common , in that the spray nozzle on the Eau Dynamistante has stopped working after only 2 months .The same thing happened with the first bottle after a short time [ this is my second] .
Very disappointing as I have been a Clarins customer for a very long time .
I will not buy this again or any other Clarins products from now on as clearly the quality is not very good at all.

Product is Soin Levres et Contours lip balm.
It comes in a small glass pot. It has a hard thick consistency so you have to dig some out with a finger and so get some under your nail.not practical or hygienic. The small pot slipped out of my fingers onto a composite floor and shattered around the lid. I had lots of tiny glass shards on the bathroom floor. I emailed Clarins saying I was not pleased with the Lip balm or the packaging. Their customer service is hopeless. You cannot reply directly to their emails and they did not address either of my concerns. Do not buy.

Such a lonely website so easy to find everything you’re looking for. The factual information on all products is amazing. All my products arrived and the packaging is so luxurious

My daughter bought me a Voucher online for £75, she got the confirmation, but the voucher was never sent out, we have queried this several times and went into the Clarins at John Lewis and spoke with a Clarins representative who took down all the details etc, I finally got an email with an e voucher, to use in an outlet store, there is a store but its an hours drive, I would like to use the voucher for a treatment. This has now been going on for months, CLARINS IF YOUR DESPERATE TO TAKE £75 FROM YOUR LOYAL CUSTOMERS HAVE IT - I HOPE PEOPLE THINK TWICE BEFORE BUYING VOUCHERS FROM YOU - YOUR CUSTOMER SERVICE IS SHOCKING, FOR A WELL KNOW BRAND AS CLARINS I AM SHOCKED YOU CANNOT JUST CALL A CUSTOMER AND SORT OUT THIS ISSUE

What a great experience dealing with Jaz the Clarins representative in Boots in the Bury St Edmunds store.
She could not have been more helpful and is really engaged and knowledgeable about the Clarins range. If I had a wish it would be a Jaz in every shop I went into !

I bought a gift set of Clarins Eau Dynamisante in December 2024 for myself in the sale from Escentual online. I've been using this product since its launch in 1987. After about a third of use of the fragrance the atomiser spray stopped depressing. I contacted Escentual who were brilliant and sent me a replacement bottle. It happened once again. And again, they kindly replaced it. To my surprise it happened again with the third bottle!
I didn't contact them this time as I felt I had had my money's worth by now from the three bottles that they sent me. I decided to decant the liquid from this last bottle into a travel perfume atomiser that I have and use it up that way. I've had the travel perfume atomiser for years without any issues, using it with various perfumes. 
To my surprise, after about 10 uses, it has stopped depressing! Just like the atomisers on the Eau Dynamisante bottles. This is no coincidence. I therefore went on Trustpilot and discovered numerous complaints of the same nature and the same on Amazon and Clarins website.
I am pleased that each time Escentual have honoured my complaints with a replacement. Something it would seem Clarins is failing to do for their customers, judging from the reviews. 
UPDATE - Clarins responded to my complaints. At first they were vague and offered a replacement cap/atomiser. However I persisted for admission that there was an issue they responded with "In the hopes of being transparent, at Clarins we are aware that there are regrettably some batches of production of the Eau Dynamisante Treatment Fragrance, which sadly have issues with the spray mechanism. This is something we are looking to fix in the long term as a matter of urgency, as we understand the frustrations and disappointment this has caused our loyal and new Clarins customers". They are sending me a new bottle of Eau Dynamisante.
The issue here is .. is the product SAFE to use?! If it is having this affect on an atomiser pump, what is it doing to our skin??
Clarins, we, the consumer, need answers!

I recently reached out to Clarins customer service for assistance with securing something for my terminally ill daughter (not a free gift) up until now I have sent 2 emails, both of which have been ignored.

I went to the Swindon outlet today, I adore Clarins and wanted to look at the Clarins store . I was served by Leona who was amazing she offered me a free facial sadly I didn’t have time . But she is credit to your company her customer service was amazing and she made me feel special very impressed and happy !

I recently bought some Clarins Dynamisante and the spray stopped working half way through the bottle. I subsequently bought another and the same thing has happened. I have emailed Clarins and received an automated response, then nothing. I have used Clarins products for years and disappointed and frustrated at the lack of support . This problem needs to be addressed and rectified.

Kamrun nahar ovee
Business manager of boots Westfield Stratford, she’s the best, I had a pleasant experience with useful advice🥰

I was approached with a welcoming smile and asked how I was from Sharon at the Clarins Counter, Browns Store, Beverley. She went through the facial products step by step outlining the content and the benefit of the product. She was very knowledgeable and I was not pressurised into buying anything, although I did and I am pleased I did. I would definitely recommend Sharon to my friends.