Clarins レビュー 

No sign of my order requested 24th August. Every delivery getting later and later. Have been forced to consider using another label that is more reliable. All signs pointing to problems.

They are clearly not telling the truth about delivery timings. They state 3-5 workibg days. It's the 7th day of my order and still receiving the mail "your order is being processed at the warehouse" which means will at least have an other 4-5 days in the best case scenario. DON'T buy from the brand directly. Nothing to do with their marketing peomisses. If you like the brand go for other retail stores who sell the brand.

I placed my order 22nd August in a day before bank holiday break. Clarins is good enought to email their bank-holiday offers but unfortunately is NOT prepared for peak time caused by emailed offers. My order is in picking since Friday. Today Customer Service wasn’t in a position to advise when the order will be dispatched. Instead, they asked me to wait for until tracking number will be shared and deal then with their carrier to reschedule my delivery in case I won’t be able to accept the delivery on the initial “still to be provided in near future” date. When I asked to cancel my order I heard back they can NOT do this as order is in picking (only to remind second day now and I didn’t order full pallet of stock). Tuesday evening- still not dispatched. I should mention, I have contacted Clarins via on live chat more than couple of times. Long time waiting in queue and been pull back from the live chat more than couple of times to start queuing from scratch. Started in queue with a position 5tha After reaching 1st the queue rebooted and I started with position 5th again. Then repeated the proces from position 6th in the queue. Totally unacceptable! I spent far too much for being treated this way. This is absolutely shocking customer service! For the money people pay the good service should be already included. I have never been treated that way by other much cheaper brands. aAs I’m going for holiday soon, I believe, all I can expect is the stock to be returned to sender. After my up to date experience, I probably can NOT expect anything better than long journey for my refund due to not received order. I can’t say it will happen for sure but their service doesn’t leave me with any hope really that anything better can happen. SHOCKING, SHOCKING, SHOCKING. I WISH I could mention here other brand names so Clarins can learn from them how to prepare themselves for serving their customers.

29/08/24 FOLLOW UP
Still not dispatched and Customer Service o ly advised it will be very soon without trying to explain what means „very soon”. Today I was told it’s 5-7 working days to deliver to me.
I asked for a Manager contact details so I can escalate my case but was told the manager will contact me. No calls, no emails so far.
It’s dishonest to advise someone will be in touch with you when in fact no one trys to do this.
I should never place this order directly with Clarins. It’s a really expensive lesson I am given by this company and their service.

30/08/24 LAST UPDATE
Parcel received this morning - all in good condition and as describe.
While I am very impressed with the use of next-day delivery, I regret that I was not informed of this beforehand. Effective communication with customers is essential for building trust, and the lack of prior notification about the delivery unfortunately led to some frustration.
I am pleased that the package has arrived safely. However, apologise for the persistence required on my part to finally receive a call with the delivery details (as I was in a meeting, a voicemail was left), which came after the package had already been delivered.
I would like to express my appreciation to whoever ensured the successful delivery of my order. Your time and effort in resolving this matter are much appreciated.
In the end, I felt cared for, and I thank you for that. However, the initial experience was somewhat frustrating, and as they say, first impressions last.
In conclusion, I would like to thank you for taking care of my case and ensuring that my order arrived. I hope that the quality of your products will help to overshadow the initial difficulties.

After initial problems with delivery my order arrived one day late due to error with courier, Clarins contacted me to explain in full what had happened & i am very satisfied with their response thank you Clarins customer service Demi, was very helpful indeed.i am looking forward to trying my new product 👍

I've used Clarins for years but never again. Having saved enough points online to get free item. I was just waiting for the last lot to be added. They waited until my first points expired (over a month) before adding my new ones. Really sneaky. I did complain but they just sent me some small print about it taking up to 30 days to add o new points. No goodwill after being a customer for over 40 years. Not for any longer!

I bought an Eau Dynamisante which I've used for years and the spray did not work. I returned it to Boots who replaced it saying they had received a number of complaints on this matter. When I came to use the replacement after 2 or 3 uses it stopped working too. Despite Clarins clearly being aware of the issue they will not help without the original receipt which I cannot produce as I bought the original product months ago.

I bought a double serum 50ml because it came with a free 30ml. The 30ml does not dispense properly and Clarins are not addressing the problem despite an online chat and email. I’ve had this problem before with another purchase. I sent photos of a bent dispensing tube but never got a refund or replacement. It looks like the same thing is happening. I don’t recommend buying directly from Clarins as their customer service is appalling. Considering how expensive their products are.

Have used Clarins for years. Disappointed in their revamped products and when I raised a query was told to return then advised there was nothing wrong with the product. Have later been advised by them they have changed perfumes and formulas. Shame the customer service is not there for the customers!

Reply not really worth it - you've changed the formula and smell - aroma of toilet cleaner is not what I want when relaxing in my bath. My friends have agreed with me too. I would think you would be more concerned with loyal customers disliking your updated products ........

Just wanted to give a shout out for the wonderful Vaios in the Fraser store, Norwich. His knowledge, expertise an enthusiasm for the Clarins products makes him an absolute credit to the company. He spent time explaining why he was using the products and ensured I knew how to apply them at home. I am delighted with the products I purchased and my new found knowledge on how to apply them. Thank you Vaios! Denise

I bought a few times on Clarins. Although, the website do takes awhile to reflect the orders. I have to say that the live customer service support team is one of the best live support I have ever met. When I had issue with my gift or missing items, they immediately send a replacement.

SHOCKING! this is the 3rd time I have experienced issues trying to use the online service! Twice a gift voucher used didn't get accepted and only when I chased up my orders I found out the order hadn't gone through!! to rub salt into the wounds, customer services are not allowed to put the order through for customers and so they have sent the voucher back to me for it all to probably go wrong again! (the person I spoke to was lovely). I will NEVER use this online service again! It is NOT customer focused and needs a complete overhaul of the system!!

Placed online order for Beauty Flash Balm on Clarins website CLR_UK03169373 on 5th January on 8th January received an email saying my order was being processed. It is now 12 January and I have yet to receive any update as to status of my order. I find it hard to imagine it would take 4 days to package one tube of beauty flash balm. I've tried to email their various emails but all have bounced back as undeliverable. Have ordered other clarins products on John Lewis website after placing my order with clarins and have already received them.

I bought a everlasting youth fluid foundation, the material on the lid is coming off on to my hands and then on my face, which is annoying, and poor quality of product, I contacted clarins only to be told to send it back to them so they can examine the product to see if it is a bad batch I sent them photos in which they can clearly see the product is faulty I would of rather had straight refund as I could of replaced the foundation but because it was over 3 months old they wouldn't do that so I did not bother sending it in the post too much hassle

Went in to my chemist which has a clarins counter lady behind there so rude and un helpful will use another brand now in future

My make up case is a mix of products mostly No7, Colour me Beautiful and Clarins. As I have a mature skin, I use Clarins foundation and concealer along with some other products. Casey-Lee and I checked over my products, we compared some I have with Clarins. Decided on eye colours and to purchase a Clarins lipliner. Unfortunately the colour I chose 05 Roseberry has not yet arrived. But a very interesting and supportive 20 minute consutation.

Delays to delivery caused apparently to Black Friday and Christmas. I think it was poor planning. When you promote an offer on a specific date it's done to create business. Clarins obviously did not plan well. I also ordered an eCard for my wife to be delivered to her email for Christmas Day. She got it on 12th December. I called Customer Service who were very pleasant and apologetic but ultimately did nothing.
UPDATE
Clarins did reply but as per my earlier comment, they did nothing.
My conclusion is that you should avoid shopping at peak times or when there is a promotion on. They just didn't plan well and got caught out. Hopefully it's a lesson for next year for them.

I placed one order and when I was concerned that I hadn't had a confirmation email I contacted the online chat and was told that I would get one when it was dispatched, I then stupidly placed a second order! I have had generic emails sent and yesterday I found myself googling whether it was a fake site as I just couldn't believe how bad it was and it was there I found all these bad reviews of everyone else having the same problem. This morning via chat I tried to cancel for a refund but was told I couldn't as it was too far into the processing process but they couldn't give me any idea of dispatch date

I ordered several items, which have not been shipped nearly two weeks later. The chat function doesn’t work and, although I have sent several emails, these have not led to any action.

This was my first time ordering from Clarins and I will never use them again.

In the meantime, I am out of pocket and am losing faith that my goods will be delivered.

Placed an online order in November which also included an advent Calendar up to now 7th December still not been despatched sent several emails, phoned head office they sent internal emails requesting them to phone still nothing.
All I received was a generic email they had a huge response with black Friday so did other companies I ordered from & all those have been received.
What's the point in a points system if you can't receive the products.
Shocking customer service.
Will never order again