Clarins レビュー 

On placing my online order, I was unable to claim my rewards. I phone customer services, held for 10 minutes before pressing 2 for call back. I never received a call back. I then emailed. Eventually received an email which did not answer my questions.
This has been the pattern on my last 2 orders. After 30 years of using Clarins I am now changing brands. Customer service is appalling. I cannot recommend ordering online.

Nightmare on line ordering, ordered in plenty of time before my holiday, when i chased the delivery was told there is an order backlog, at no time was this indicated on the website so they are happy to take your money straight away, takes them days to respond to emails but basically every email the same "we have a backlog due to bank holiday and its being processed" now trying to cancel it as wont be here to accept the order and its a total nightmare! wish i had just waited and bought from the airport!!! customer service is totally non existant they just dont want to know.

I've been a customer since the 1990s, normally buying in store. However, Clarins were bombarding me with online offers, so I ordered through the website.

The parcel was delayed and when it arrived, it was clearly damaged. The Double Serum, the most expensive item was in a broken bottle, with the top detached.

I emailed them straightaway, got a bot response asking me for the information I had already provided, and since then - nothing. I should have read here, as that is apparently par for the course.

DO NOT ORDER FROM THEIR WEBSITE!

I bought an eau dynamiste fragrance and the spray has stopped working with half a bottle left. I’ve tried contacting customer services, sent pictures as asked, batch number etc and now nothing. I’ve tried to follow up but have received no reply. Absolutely appalling customer service and from research it is a common fault which has not been addressed. I have been a loyal customer for many years but will never buy from them again. I have a useless product and they do not care.

At this rate Clarins will be going under as I can’t be the only one. …. Second time in a row I’ve attempted to buy a big order using the £15 voucher I’ve earned by points. Again order didn’t go through, again £15 voucher lost. Last time customer service helped and reinstated the voucher. This time I got a standard patronising email about how to order correctly and no sign of the voucher. Asked again- nothing. So Clarins you have lost this customer of over 20 years. Have just received an order from Elizabeth Arden which is excellent value and easy to order. Bye Clarins

Why are the atomisers on the Eau Dynsmisante spray bottles faulty? 3 have stopped working, including an atomiser top that a department store Clarins lady gave me for free. The look on her face told me that this problem was nothing new. If Clarins can’t fix them, then they should withdraw the product until the malfunction is sorted and compensate all their customers who’ve paid good money not to be able to actually spray their perfume.

Complained to “support” about the atomiser bottles of their perfumes repeatedly failing as it’s happened to me 4 times twice with the same bottle.)
Got an email saying they had requested further information in another email (why?) and looked forward to helping me. Second email has not arrived. Utterly hopeless. No customer service whatsoever. I’ll buy a different perfume next time. Easy.

I was bought a Clarins shower product as part of a gift. Used it once and it stung like mad. I emailed Customer Services two months ago but have never received a response. Can’t abide poor customer service so I won’t be purchasing any more of their products. Plent if other brands to choose from.

Placed an order via the app, payment was taking however the order didn’t go through on their side. Customer service was unhelpful and didn’t respond to any follow up emails sent.
Placed second order today via app, money taken however basket was still showing with items in it.
I have now raised a complaint as this is completely unacceptable.

Poor customer service, I'd expect much better from a company like Clarins. I too (like many others I can see on Trustpilot) have a faulty bottle of Eau Dynamisante which stopped spraying after a few uses, and have done as their online team requested, sending photographs of the bottle, serial number on the bottom etc... only to then get no further response. There's no point ringing (advice given by John Lewis) as you will just stay on hold for 20+ minutes while they urge you to go online instead. They should be replacing these faulty bottles, as they know quite well this is a common fault, disgraceful way to treat customers.

The spray didn't work I
John lewis store replaced it for me. This is now the 3rd bottle which doesn't work. Obviously serious problem having read other reviews

Claimed to have delivered parcel but haven't.

The goods were meant as a birthday present and now I'm chasing my tail trying to find out where they are. The courier is Yodel, which tells you all you need to know

Waited for ages on the web chat without any response.

First and last time I'll use these clowns.

What a shambles!!

I purchased this product before Christmas. The spray stopped working shortly after. I complained and it took months to resolve, often getting no replies to emails even after sending the required video, bottle manufacturing number, purchase order number, receipt etc which seemed odd as I bought it using my Clarins account so you’d have thought Clarins would easily be able to trace to my account but no they still required all of the above to prove proof of purchase and that it was faulty. Eventually I was sent a new bottle top. This worked for short time but has now broken again. I’m really frustrated as I love the perfume but the customer service was so dreadful and didn’t offer a permanent solution so quite frankly I can’t face complaining again and having go to go through the whole frustrating process again. I think I’ll just have to give up on this perfume which is a shame as it’s the perfect day/work perfume. From the reviews I’ve read this is a common problem. Clarins you need to do better.

Super fast delivery (free too) arrived less than 48 hours after ordering!. Fantastic value sets in the summer sale and SO SO many extras/samples including a stainless steel bottle, 30f sun cream, 50f sun cream, aftersun, lip oil, body oil etc. Nice sizes too not just one use. The sets were as ordered, beautifully packaged and the quality one expects from Clarins. An excellent all round experience that I wouldn`t hesitate to recommend. GOOD!

Absolutely awful service. I paid for an order but it was sent back to Clarins. I have emailed multiple times asking them for clarification on what's going on. At this point I just want a refund. Their email system is awful - you can't just reply to their email they send you as your email says it's an undeliverable address. Therefore, I have to send a new one and then I don't get the ONE HELPFUL person but get a useless message which clearly doesn't take into account a single damn word I've said. Give me back my damn money, Clarins.

Update: finally got a refund thanks to the helpful women I spoke to. The people on the team are trying their best but the system Clarins as a company has in place is very stressful to use!

Phoned customer service about my order, prompt response and all my questions answered, order turned up couple of days later however no free samples enclosed, phoned about this, free samples arrived 3 days later. Excellent service

Booked my usual 15mins express facial at the Clarins counter in John Lewis Chelmsford and at the end of the treatment I was told by the Manager on the counter that I had exceeded my free monthly allowance and that I would have to pay £20 to book another express treatment which would come off the cost of a product on the day. I asked if this is something new that Clarins has bought in and was told it has always been like this. I thought this sounded very fishy so when I got home I checked the T&C's and nothing is mentioned about the customer having to pay any money upfront or how many visits the customer is entitled to. I emailed customer services about my experience and they said they would need to get a Manager to contact me. The following week a lady called Demi (Customer Services Team Leader) emailed me and later called me to say they are looking into this as a matter of seriousness and urgency and that I will receive an answer soon once investigated. Many chaser emails have followed and I am still waiting on the outcome! Apparently this has now gone as far as the Reginal Manager. I would like to know if I am the only customer this has happened to and if I am still able to continue booking these in the future.

NO RESPONSE TO THIS REVIEW

The customer service is just awful from here tried calling was keft on phone for over 1 hr with no reply so email and had no further responses or help ive had much better treatment from cheaper companies

Dynamissant spray nozzle stopped working after 3 weeks not what you expect from clarins after many years of using their products

Ugh! What happened to the sun cream scent? The new smell is awful, like very cheap and nasty perfume. The old smell was so lovely and very classy and I was horrified when I bought two new sets to replace my longstanding old ones ready for this Summer. This sun cream was always expensive but was worth it for the amazing smell which was just holiday in a bottle. Really wish I had read all the bad reviews about the new scent before I wasted my money and bought on line - I can't even give them away as I wouldn't wish that horrible smell on anyone I like. Oh well, the hunt is on for a new brand as I will not be buying any Clarins sun products from now on.