SkinCeuticals Anmeldelser 163

The product itself seems to be okay but it came in a very tatty box that had clearly been used before, stuffed full of crumpled paper for padding. For a very expensive product/cleanser, I had expected to at least receive the actual box for the product.

I've ordered a sunscreen on 4th of October. now it is 18th of October and they still didn't ship it. It is hard to reach customer service and there is no cancellation button on orders page.

I made a purchase on the skin ceuticals website for two Phyto Corrective Masks worth 140 dollars and it was never delivered. (Order number
SKC_07338160 ) First they informed me that the delivery would be delayed but I still waited and never received the products. I kindly request a refund of the purchase price.

Skin Ceuticals had an unpleasant odor and left my face feeling sticky. I would not recommend it, particularly given its high price.

I was offered a serum sample online which was handy as I had been recommend this by a family member and due to cost I wanted to try first. I didn't get sample and tried to contact company via many channels. I was ignored! I will now go to a skincare brand that values customers.

I placed an order and contacted SkinCeuticals immediately after checkout to correct the shipping address. Instead of helping, I was told nothing could be done — even though the order hadn’t shipped yet.

They pushed me to contact the courier, who confirmed only SkinCeuticals could authorize a change. I went back and forth, followed every instruction, and still got no resolution. Their agents showed no urgency, no ownership, and no real apology.

Now my package is going to the wrong address, and they say I just have to wait and hope it gets returned for a refund — no reshipment, no fix, nothing. For a premium brand, this was a shockingly careless experience.

Customer service non existent. Even their email review is a fraud. If you click it it will take you to kielhs website instead of a survey.

Order still has not shipped even though I selected express shipping. I ordered products from other companies on the same day and chose express shipping. All items came within 2-3 days. I don’t understand what’s going on, I wish I read the reviews before ordering from them. I also didn’t know I had to scroll down to select the free samples I thought that they were just included, I let them know and asked if they could include the three samples and they said once an order has been placed we can’t change it. So unhelpful. It’s such an expensive company with such bad customer service. It doesn’t make sense. Head office need to completely re invent their customer service team, it’s unacceptable and I’m sure not at the fault of the customer service team who are held to management decisions.

Ugh. $1000 worth of products and I have no idea when they are coming, meanwhile I have no skincare as I wait so I need to buy extra skincare that I won’t use after I get my order.

I made the mistake of thinking if I order directly from their website and pay more then I will get the best service, but I should have ordered from Adore Beauty or Active skin who have amazing customer service.

Customer service is beyond terrible. They do late delivery and do not event respond your emails. They are selling extremely expensive products but do not care about service quality

Purchased an e-gift card that doesn’t work
Even with sufficient funds, the purchase doesn’t work when the e-gift card is used. I have requested the money back or even someone to override the transaction, and no resolution from skinceuticals. I am going in circles with customer service which keeps claiming that my issue it has been escalated and I should allow another 24 hrs. Absolutely pathetic customer service and supervisor support 😰😰😰

Bye Skinceuticals! Couple great products, but... Another bait and switch maneuver by Skinceuticals. I received an email from Skinceuticals inviting customers to make a purchase for varying amounts in order to receive selected gifts. Based upon the email and website promo (promise) I was induced to place an order I wouldn't normally have done, but I wanted to try samples and could do that with the gifts promised. I selected the gifts, added them to the cart, and the gifts did not show on the order/payment page. I assumed perhaps they would show after payment. They did not. I called customer service immediately, (having dealt with similar issue in the past), and was told my order was indeed was not showing the gifts. Solution: Wait to receive the order, then call and report the problem, and then this "issue," would be handled by someone else. Wow! Really shady. I said I wanted to cancel the order I had just placed about 15 minutes earlier. I was told it was already "in processing." After telling the rep that I would stop payment for fraudulent activity, she said she could cancel the order. She reported she canceled it, but I had to ask for an email confirming that. MORE...the email did not have the amount charged on it. I pointed this out, to be told, oh well, "you can check your bank account." NEVER AGAIN!

Hi folks,
I’m a long term customer of SkinCeuticals and ordered 2 products online the CE Ferulic and the HA Intensifier which was a new product purchase for me. As usual, 3 nice samples were included.
My package arrived via Australia Post and when I opened the box the HA Intensifier was missing. Only the C Serum and the samples were included.
I contacted the Customer Service department immediately and spoke with Katherine who was supportive and walked me through what was required. I photographed the packaging and the products I had received and was told Customer Service would investigate with Australia Post as apparently all products i ordered were sent from their end.
I understand they use the package weight to investigate.
After a couple of weeks with no further emails from SkinCeuticals after sending 2 my end and a follow phone call today, I’ve been told their investigation shows no responsibility from Australia post and themselves and therefore that’s the end of the matter…….NO refund and NO replacement.
So here I am out of pocket for close to $100 and not sure where to go next??
I’ve asked to speak to a manager at SkinCeuticals (LOREAL luxe) and have been told their manager will review the notes and is unlikely to contact me if the findings are the same. I’m just shocked as this has not happened to me before.
Anyone out there had such terrible customer care from SkinCeuticals??

Extremely Disappointed – No Support for Defective Product

I’m very disappointed with my experience with SkinCeuticals. I reached out simply asking for a replacement pump for a defective product—something that should be a basic customer service courtesy, especially given the high price point of their products.

Instead, I was offered a small promo code for a sample item, which does nothing to address the actual issue. It’s even more frustrating knowing there are multiple documented complaints about this same problem. For a brand with such a premium reputation, this lack of accountability and support is incredibly disappointing. I expected better and will be rethinking future purchases.

Literally the worst experience. First time buying from them, brought the vitamin c serum as I saw it recommend. Ordered £165 later and then received the eye cream. I enquired which took 5 days to respond, and numerous chases to be told to send the item back for a refund. I don't want a refund I just want my item I paid for! It's not that hard. Happy to send the eye cream back but send me the serum!

I ordered several times from their website with no issues. However, the issues started with my last order. I received a gift card for a free sample product with my last purchase for future orders. However, the gift card was only valid for Switzerland but I live in Germany. After contacting the customer service and providing them the copy of the gift card, there was no response at all. Several follow-up attempts were ignored. So, I reached out on Instagram. They finally started looking into the issue, and confirmed that the mistake probably occurred in the warehouse during packaging.
So, instead of providing me a new valid gift card, they gave me a 15% discount code.
Problem, the 15% discount code was valid for only one month. It was end of November and they had huge discounts (holiday/Black Friday) on their website. The 15% discount code could not be combined with the offered discounts on their website and was subtracted from the original price. Meaning, that I would have to pay MORE with my discount code than everyone else who made a simple purchase with the holiday discounts.
That is how they treat their customers. They simple don't care about them. Do not order from them.

Also, they don't publish bad reviews on their website. That is why they have all the positive reviews on their website.

Again, do not purchase from them. They don't care about their customers.

Also, the vitamin CE serum causes breakouts.

Worst Customer Service. I ordered $500 worth of products and was eligible for a $70 free Gift. The order came without the Gift. Contacted Customer service and the answer was that it's their "Policy" to not honor the free gift if you do not enter the Free Gift Code online. EVEN when you follow up and can prove you bought the products. HORRIBLE company to do any business with!!!

Criminal to be honest. My order never arrived. I checked the tracking link which said that it was being held at the DPD depot (for a month). When I checked with customer service, they said it had arrived and then have ignored every single follow up email I’ve sent. Absolutely atrocious service. No product and no refund. 100s of ££ lost.

Bonjour, j'ai découvert la marque Skinceuticals avec les sérum visage, anti-âge !
J'en suis très contente !!!
Les produits sont de grande efficacité.
L'équipe est au petit soin !

Same issue as a below user. Used to have no problem ordering with my subscribe and save option but now it has been three weeks since my last shipment was "confirmed" but they have gone dark, won't respond to outreach, and have not shipped my product. Will not be using anymore.

I previously ordered from the site with no issues. This time the shipment was not received by UPS and SKINCEUTICALS insisted it was on its way. Finally I called UPS and they informed me they had not received the package. When I called the company contact, a call center located in India, I could not get past the call center. The call centers calls to Skinsceuticals went unanswered and they were not authorized to refund my $200. I have now disputed their charges and will authorize UPS to investigate as well. It seems Skinsceuticals has been experiencing some sort of service issues in the last 7 months. Missing shipments are occurring globally. I doubt there is a mass conspiracy theft ring targeting Skinsceuticals. More like their business practices are collapsing. Please only buy from a local source if you must. Or try LaRoche Pose. Anything is better than wasting your time and money.