SkinCeuticalsReviews of skinceuticals.com

Very Disappointing Customer Service I was offered two complimentary samples at checkout, but received only one and was never notified that the other was out of stock. When I contacted customer service, they refused to offer any resolution. I understand that samples can become unavailable, but I should have been notified before my order was shipped and given the opportunity to choose an alternative. Simply omitting it without notice is not a decent way to treat a loyal customer. Very disappointing.

⭐️ **Very disappointing experience with SkinCeuticals Australia** I purchased directly from SkinCeuticals Australia because my order qualified for a promotional offer that included a **15 mL SkinCeuticals Vitamin C product as a free gift**. The gift was advertised as part of the offer, but it was not included with my order. I contacted customer service expecting the issue to be resolved, however I was offered a **$20 voucher** instead. I don't consider this an appropriate resolution when the promotional gift was part of the offer advertised at the time I made my purchase. The product I purchased is completely unused. I have therefore requested to return it for a **full refund**, as the order I received was not what was advertised. What is particularly disappointing is that this isn't simply a case of changing my mind about a purchase. I purchased the product under specific promotional terms, and I expected SkinCeuticals to honour those terms. After looking through the reviews here, I've also noticed other customers reporting issues involving **missing promotional gifts, incorrect orders, refunds and difficulties with customer service**. Unfortunately, my experience now makes much more sense in that context. For a premium skincare brand, I expected considerably better customer service. I like SkinCeuticals products, but based on how this situation has been handled, I would be very hesitant to purchase directly from SkinCeuticals Australia again. I hope the company takes these complaints seriously and improves the way promotional offers and customer issues are handled.

This company’s customer service is so egregiously bad that I honestly can’t decide if I should laugh or cry. Given their extremely pushy influencer marketing I got lured into buying their Ptiox cream (this is on me of course)..I have sensitive skin so before purchasing I reached out to their “skin ambassador” or whatever ridiculous name they call their agents, and asked explicitly if it is suitable for sensitive skin. After using it for two weeks as instructed, I woke up with contact dermatitis and a completely wrecked barrier so naturally I reached out to the customer service for a return and refund, provided pics of my skin etc. Following a few extremely slow email exchanges with different agents they told me that we need to have a phone call (!) according to their policy, so they can understand details etc (this is after I already answered god knows how many written questions etc. and provided pictures). They haven’t called me at the slot I gave but called me 2 days later (I couldn’t pick it up) so sent me another lengthy questionnaire which took me another 20 minutes to fill out. A few days later they asked me to return the half-used cream so they can examine it, so I did. And after this came the biggest joke; they offer me half of the price as a refund because roughly half the jar was used 😂 I think this is the pettiest thing I have ever seen with any brand (luxury or not) and will never ever purchase anything from this brand again. For context much cheaper brands like Paul’s Choice, Medik8, Facetheory etc have a return policy where they refund anything if the customer is unhappy, no questions asked and one doesn’t have to return a half used jar either..

Nie mehr wieder bestelle ich bei dieser Firma! Keine bestellbestätigung trotz sofortiger Abbuchung des Geldbetrages Ich habe eine Anfrage gestellt, die nicht beantwortet wurde Nach einem zweiten Versuch wurde ich blockiert! sodass ein weiterer Kontakt aktiv verunmöglicht wird Nach 14 Tagen keine Ware! Ich habe die Kundenrezensionen leider zu spät gelesen, denn das ist bei der Firma offenbar eher die Regel Ich werde das Geld über die Bank zurück fordern

I wish I had seen these reviews before purchasing from this company. I was dissatisfied with my product. Returning it was fairly easy and I got an email saying they received it and I would get a refund within 30 days. It has been almost 40 days. Emails get returned as “unable to deliver”. I contacted customer service by phone and couldn’t hear half of what the agent was saying because the connection was so bad. And it wasn’t my phone because I have great service at home. The gist of what I got was that the agent was submitting a request to approve the refund as that had not been done yet. That’s all I could get. No time frame was given for that. After that (and I have no idea how I’ll know when that is) I should receive a refund within 7 to 10 days. As a side note - this company is owned by L’Oreal if you’re interested. I’m afraid I may never see my $200 refund and I’m not sure what I could do about it.

awful customer service here in Brazil. Zero customer service, just some chatbot that never replies. Bought a faulty product, am repeat customer, so now they have prob lost that repeat customer unless they pull their finger out...

Research told me a Skinceuticals product would be the high end choice of what I was looking for. I ordered, but having just been very ill, did not notice that paying through PayPal had carried over an old shipping address until I was already clicking to complete the order. I immediately opened a chat and, of course was told they couldn't change it, that they are SO damned efficient that the second the order is submitted they're working on fulfilling it and can't be stopped! What BS. Same scripted response when I requested to cancel. Calling customer service was equally an exercise in futility. Frustrated now, and with a harsh voice due to having been sick with a throat infection, I was told the exact same information, even after I explained I'm human, I'm sick, I made a mistake, this is a lot of money. She refused to transfer me to a supervisor; I would have to wait for a call back. I said that didn't work for me, and Nania(?) replied well transferring you doesn't work for me right now. I gave up. I bluntly asked when the delivery was expected. She told me she wasn't going to tell me anything until I spoke professionally to her, reminding me that I had sought empathy earlier when telling her I was human and told me she's human too. (Mind you, I wasn't swearing or even raising my voice - my throat still hurt too much!) I told her it wasn't about her; she was there to serve the customer and she was only reading me scripted responses. I can't believe a faceless call centre worker forced me into submission and had to intentionally change my tone to get information that should have been available on my account online. I guess I won in the end, though, because PayPal cancelled the payment in less than 3 minutes with the kindest, most empathetic chat agent I've ever had the pleasure of being helped by. If you really want the products, get them at a salon. Or someone else here has listed product alternatives! Oh, and this company is owned by L'Oreal! You don't find out until they start emailing you after you order. 0 integrity. 0 transparency.

Mit großem Abstand der schlechteste Kundenservice, den ich je erlebt habe. Eine Bestellung über die Website ist nicht möglich, weil bei der Adresseingabe ständig eine Fehlermeldung erscheint. Das System sagt einem aber nicht, worin der Fehler besteht – man muss selbst herausfinden, was das Problem sein könnte. Also wendet man sich an den Kundenservice. Nach zwei Wochen erhält man endlich eine Antwort: Das Problem wurde an die IT weitergeleitet. Danach hört man wieder wochenlang nichts. Wer hier bestellen möchte, muss offenbar damit rechnen, mehrere Wochen oder sogar noch länger auf eine Lösung zu warten. Für mich war es das. Ich war über Jahre eine gute Kundin und habe Produkte im Wert von tausende Hundert Euro gekauft. Doch so mit Kunden umzugehen, ist für mich nicht akzeptabel. Zum Glück gibt es genügend andere Marken außerhalb des L'Oréal-Konzerns, die einen funktionierenden Shop und einen Kundenservice haben, der diesen Namen auch verdient.