SkinCeuticals Anmeldelser 163

They are like airlines and once you give them your money that's basically it for you unless your credit card company steps in. They refuse to cancel any purchases even though the order has not processed.

Buyer Beware! I received my bottle of CE Ferulic, over two weeks ago. Upon opening my package it had leaked into the box, the liquid was dark brown and had a rancid smell. I was told to send a picture and the company would send me a return label. I was told that they would send me out a new bottle once I sent back the first bottle. I do not want another bottle, I want a refund. Now the company SkinCeuticals is telling me that the liquid will be either a clear or dark brown. I have used this product many years and it has NEVER been dark in color or had a rancid smell. Do not buy from SkinCeuticals!!!

Love the products and they come recommended by my aestethician. So I wrote 4 glowing product reviews with 5 star ratings..One review contained a mention of some initial burning sensation around the eyes. For some inexplicable reason they rejected all 4 reviews. I was sent opaque emails saying they were moderated and did not fit the bill:
 
" ... Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!
 
Submit something new
 
Thanks again,
SkinCeuticals ..."
 
My review was this: Great products, goodbye 40+ years of prescriptions.

This new regime (Triple Lipid, Silymarin CF, Retinol 0.5) has eliminated by skin problems and left skin looking great without makeup foundation and concealers - despite frequent bad habits (stress, chocolate, little sleep, not enough hydration). I have put aside all my old prescription creams for eczema and rosacea.

After I saw these messages, I got on the chat but did not get anywhere. This type of censoring has never happened to me before anywhere and now I doubt that the online reviews at SkinCeuticals can be trusted. If they reject a 5 star review just imagine what happens with one or two star reviews?? I thought moderation was there to remove typos/ cut down length, sensor bots and hatespeech, not to reject entire reviews?

In the chat I was told to call a number but I asked them to contact me instead to explain themselves. I personally spent around $2,300 on their products over the past 3 months if you add the SkinCeuticals products I bought at my spa! And I signed up for repeat orders. Going forward, I will likely buy from my spa instead. And as soon as a comparable brand is recommended, I will switch.

I have returned an item and it shows they received it on Dec 22nd. Today is the 18th of Jan and they won't answer the phone, take 4 days to reply to my emails with more questions about info I have already provided. It's clear they are just taking their time to not refund me. First time I have had problems to get my money back. Worst customer service ever.

Skinceuticals by Loreal continues to block my fair review of its products. They only allow good reviews. They should allow all reviews and you should allow people to be aware of good and bad regarding facial products at such a high price point. If they are causing problems Loreal /Skinceuticals should allow customers to avoid harm. This is a disgusting business practice . Loreal /Skinceuticals is aware it is causing skin problems but doesnt truly care about people or they would allow all honest reviews. First. I have maturing skin (37yo) it has always been clear but I now get occasional hormonal cyst. I try to keep a very clean routine with no products that are pore clogging. I run everything by my derm and esthetician . I had been using the phloretin serum and loved it. I ran out and life got hectic so I went months without reordering.my derm suggested a vitamin c and aging serum so I came back to repurchase and saw the blemish and age defense serum suggested pairing w/ Silymarin . So like the web suggested I grabbed the duo and didn’t get the Phloretin I loved. I began using the blemish and age defense first and loved it. After a couple weeks I gradually added the Silymarin and within a few days I had cysts. I ran to the dermatologist for a cortisone shot and took the new products. To my dismay the Silymarin has a clogging ingredient that people who may get hormonal acne or cysts should avoid . Laureth-23 Is not great for acne and I believe it is the cause of my breakout. I will be returning the product and going back to using Phloretin.

I saw in the ad that this brand sent a trial product. product name is silymarin cf. I entered my name, surname, e-mail and phone number, and they sent a free sample to my address. I used the product. My face was completely red and irritated and looked like it was burnt. I stopped using the product, but the color of my brown sunspots became darker and larger. I immediately sent my photos from the chat section of this brand to understand what was going on. They send me a number. I called many times, but the customer representative was not available, they said they would call me and no one called me. I just wanted their dermatologist to tell me what to do it still looks horrible. I wish I could put a photo here. I can't go out without a medical mask. Make-up products do not cover. no one from this brand is telling me what to do for five months. It's like I used acid.

I tried to return a product that has a broken pump mechanism so the product wouldn’t come out. So I returned the item back to them.
It’s been two months and I still have no refund. They have been telling me different timeframes every time I call. I was finally promised last week, that I would be paid by today. Checked and no refund. Called today and demanded to speak to supervisor. Customer rep came back to the phone and said that the supervisor refuses to take my call (this is the first time in two months I have asked for a supervisor) the supervisor told the rep to tell me that there is nothing he can do and I just have to wait or escalate it to corporate level. I asked for corporate number, they gave it to me. I called the number and the number is disconnected.

Worst customer service ever, they will lie about the refund process, one customer representative will tell you that you need to wait 1-8 business days for refund to be issued, after 8 days you call back and the other customer representative will tell you that you being misinformed and they don't know what is the timeframe for your refund. better buy somewhere else this company is rubbish

Absolutely avoid this company, the customer serivce is amongst the WORST I have ever experienced. Their products are incredibly expensive and they hire agents out from overseas who are not at all helpful. The last one I spoke with had a dog barking in the background so loudly I could barely hear her. I placed my order and it said that it would arrive in 3-5 business days. Lies. It is one week later and my order STILL has not shipped out. And when I asked what they would do to compensate, Chantele (the VERY useless and very RUDE "supervisor" told me that she would give me a code for FREE 2-DAY SHIPPING! What the ? If you can give me free 2-day shipping on a new order, HOW can it be that you have not sent the order I placed a week ago? She then told me I didn't understand what she was saying. After further clarification, the "free 2-day shipping" promo code means that once the order is processed, it will arrive within 2 days. Okay, so what is processing time?! 1-5 days. So let me get this straight. You are giving me a free promo code for 2-day shipping, but it will actually take up to 7 days? This company SUCKS and they flat-out LIE. Spend your hard-earned money somewhere else.

Bad Customer service !
I order almost everything online and never had this bad experience with customer service like SkinCeuticals I really love one product they have, but the agents are not professional they just keep repeating like records and not giving you a solution. They acting like they don’t care giving you false information and lies, I had an issue with an order that the free gifts they advertised did not placed automatically . The first agent told me to place a order again!!! (which is already sounds not professional) , she asked me to place one more order and pay again without any promo code and promised me that if it won’t work, she will add it manually for me. After she make sure she can do it I believed her and After she make sure she can do it I believed her and I placed another order with the same product paid twice over $200 and she hang up on me , I called again. The second agent told me no problem. If you’re not happy, just return both of the orders without even give me a solution . This is definitely not customer service. Why need an agents? If they’re not helps I can just work with computers in machines to return my orders ,I am Very disappointed !! SkinCeuticals, not cheap products, and I would expect for better customer service

Do not buy from this site!. I repeat DO NOT BUY FROM THIS SITE!
I bought an item for £106 something and paid for next day delivery. I waited and waited and nothing arrived. So I checked the delivery tracking to see where it was. I discovered, they had sent it to a DPD drop off and I didn't recognise the name of the drop off. I thought, that's weird, there wasn't even an option to have a DPD drop off when I ordered. Furthermore, I didn't even know that DPD was how it was going to be delivered. On DPD sitethe tracking info said it had been dropped off at MY chosed DPD drop off site and returned to the sender 48 hours after drop off. I therefore telephoned DPD and enquired about the item telling the advisor I had no knowledge of a DPD drop off and everything above. I asked the DPD advisor, who had requested my item go back to the sender SkinCeuticals. The advisor said, SkinCeuticals has requested the item to be returned. The DPD advisor said, this is all very odd. Firstly, I can see from the order that your item should have been delivered to your home address. I said, that is correct. It was the only option I had for delivery. She continued, not only that but when an item comes from our depot to drop off, it is held for 7 days and then sent back to the sender. On this occasion, the item has been requested by SkinCeuticals, to be sent back to them 48 hours after it was sent to the drop off. The advisor asked me to get in touch with SkiCceuticals customer service. Well I did and it has been the absolute worst customer service I have ever come across. I really wish I'd read the reviews before ordering this item. I know I am saying goodbye to my money :(

I ordered a product and received an email to say it had been delivered.
This was not the case, a downright lie
I contacted them via mugler and a rep got back saying i could get a refund.
I said yes but am awaiting a response.
Terrible customer service this is a scam,do not purchase from this company

Horrible "Customer Service". We purchased the C E Ferulic twice within the last month. The first purchase on Saturday, September 24, 2022, we paid the additional $25 for next day shipping. Everything went as planned. Our order was delivered Tuesday, September 27, 2022.

We placed another order for the product in the evening on Wednesday, October 12, 2022. We figured that due to the time of day, the order would not be processed until the following day. That was fine with us. We again paid the additional $25 next day delivery fee figuring we would receive it Friday or possibly Saturday.

Thursday, Friday, Saturday and Monday...not a single update to the order. As of Monday afternoon, it was still sitting in limbo nearly five days later. I called their "customer service" on Monday. I insisted if they're not going to process the order and ship it, then they need refund me the additional money I paid for expedited shipping-next day delivery. The rep was continuously arguing and failing to understand the situation.

I finally received the order on Tuesday, October 18, 2022, but again, this was after SkinCeuticals completely ignored the order and failed to do anything until I called them. I'm quite certain that if I did not call them Monday, the order would still be sitting in limbo.

They refused to refund the shipping we paid. It's not a financial issue with me. It's principle. Following this experience, we're never purchasing products from SkinCeuticals or it's parent company. Thankfully, they do not have a monopoly on this industry.

SkinCeuticals needs to perform a serious restructure of their "customer service" department. I state this like a broken record: customer service cannot be taught. It is an innate common sense skill. One either has the skill or they don't. Again, there's no teaching it!

My order was never delivered and they are not processing a refund. I even have proof that it is with the courier. I have called several times and written several emails which keep getting ignored.
Do not shop here
Useless customer service

I returned a Retinol serum that gave me "retinol burn" after one use. I've been waiting 2 months for them to refund me the $80 they agreed to. They sent me an email notifying me of my $0 refund for a different product they claimed I returned. So I had to call/email and send a pic proving that I did not return that other product and the refund window of 30 business days (6 weeks) started all over again. That happened after i submitted a nevative but honest review on their website about the retinol serum. They refuse to put in an email that they have authorized the refund, they'll only agree verbally over the phone. They also have no issue dropping the call or placing you on hold indefinitely as a deterrent.

Have used SkinCeuticals for many years. Tried Phioretin CF for the first time September 2022. Reacted very badly to the product. Red, swollen blistered skin. Bought the product directly from the company. Awaiting a response. My review rejected by their website. I included a picture of my red, swollen blistered forehead. Would suggest reviewing this product on other websites before buying and a patch test at the very least.

This was my second time spending a couple hundred on Skinceticals products. A couple items didn’t work so I returned them. I couldn’t use their return slip because it was too blurry. Had to call to get correct order number/address. No one was very helpful. It gets worse…

I sent $248 worth of items to them 7 weeks ago by priority usps so I could track the order. After I knew they had it for a month, I contacted them. They promised the money would be returned a week ago.

When it didn’t appear, despite having an email admitting they received the items, the rep on phone told me I needed to give her the USPS tracking number. She then told me she would open a case and hung up on me???? I know from their email to me that my return has been there over six weeks.

Looking at the number of reviews here, with the same complaint it’s obvious they don’t care. This line is sold in Dr’s offices, they’re making huge money. They don’t care nor are inclined to return your money or have good customer service.

GREAT PRODUCTS, but I will NEVER BUY FROM THEM AGAIN.

Since posting this. I received this email. No $ yet but their excuse is a riot. After my review I got this follow up. It seems now they say my bank won’t accept the credit. I suggested they send a check. These people will do anything to avoid paying you….(Have emails looking for way to attach)

I bought this line of products for many and appreciate it. Except, I ordered on line Thursday June 23rd directly from the company. They offer 25$ delivery charge for next day delivery Friday cwhich I took. I got my AGE face cream at 168$ a pop only the Monday. I first wrote them to reimburse me the 25$ cause they didn’t deliver the next day as promoted on their website. No replies for 4 days and decided to call them. They refused to credit my 25$ based on the fact it was ordered on a Thursday.. So why promote delivery charge 25$ for next day if you can’t do it. It’s fraud!!!!! I probably bought for 1000’s of their products in the past two years. Well they lost me as customer for 25$ on an order of 165$. It’s question of principle!!! What a bad decision from their part. I will also call my credit card company and claim for fraud. This company is a division of L’Oréal. I’ll never buy L’Oréal again in my life

I ordered $169 CE Ferulic off SkinCeuticals website and received notification that shipping would be 3-5 days and got a message to use Shoprunner next time for 2 day shipping. I called SkinCeuticals immediately and was on hold for 15 minutes. Then I explain I'm in Texas the heat is 100 and I belong to Shoprunner and want my order canceled so I can reorder for 2 day shipping. The expensive product I ordered goes bad quickly in heat. I was told it couldn't be canceled, though I had just placed the order. I submitted a 1-star review to SkinCeuticals website about terrible customer service, and got a message from the company saying it would not post my review. I'm sending the product back when it arrives, but do worry about getting a refund from SkinCeuticals, which has expensive products but terrible customer service.

Unacceptable customer service, especially for such a premium brand.
Sent a product back almost two months ago and still have new news.
I've asked 4 times what's the process to raise a complaint and they purposefully ignore my question.
Their products might be good but just hope you never need their customers service.