SkinCeuticals Opiniões 

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.

The products are nice - not sure they are worth the huge prices - but their customer service is just dreadful. For high end products like this they should be all over service but they just are not. I have tried both email and phone and some lovely person promises to solve it and then nothing happens. Over and over again. I am really surprised as the company is owned by L'Oreal who you would expect to be good at this stuff. The extraordinary thing is that I am actually trying to buy something and have previously spent several hundred pounds with the company but I have finally given up. So that's a fairly loyal customer lost. Perhaps they should spend less on marketing to influencers to boost their customer acquisition and more on hanging on to existing customers. BTW I thoroughly recommend Inkey List for products that seem to work just as well for a fraction of the price

horrible customer service. I have been trying to get a refund for my return for over 6 weeks since it was returned and received from them unopened on April 4. Several calls to customer service and no response to emails and they will not tell me why they did not refund my money. I am sure if I did not notice I did not get a refund on my credit card statement that I never would have gotten a refund. Company makes great products but they are horrible to deal with. First, an item I had in my cart somehow did not get put with my order and when I immediately tried to call to cancel the order they said they could not cancel and when I received the order to just return it. Then they took several phone calls to get my return label and now several phone calls and emails still waiting for my refund. This is no way to run a business especially when paying so much for your products.

I have been trying for over 1 month to resolving an order/shipping issue. Either via their chat or on the phone I am told I will receive an email update from the appropriate teams (which by the way you cannot talk to). I never have received a single email. They have not responded to any of the 6 emails I have sent them. I call back or chat at least one a week for status. Everytime I do I am told a different time frame for when I will receive an update. Now it looks like I am out $500. Unacceptable.
I spoke to a supervisor today after being told that I would not be able to speak with one for 3 weeks. He apparently is the only person in the company that I can speak to. Apparently ALL Managers, directors, VPs will not speak or email with any clients. Unacceptable.
Do not trust them if you have any customer service needs. You will be mislead, ignored, and given incorrect information.
UNACCEPTABLE
Kristen Froliger

they do not honour their special offers, I spent £180 on a beauty set and did not get my gift with purchase which was included in the deal. I tried contacting customer care but was fobbed off. False Advertising and poor customer care.

Terrible customer service/ product
This was purchased as a gift for my sister in law in Quebec. This product made her breakout in red bumps and rash all over her face in 2 uses. This company has been a disaster to deal with in regards to making a return. The customer service rep is literally reading off a script, asking so many questions with zero compensation for the hassle on my (and my SIL’s) end. They require her to send the opened product back. This entails her packaging the bottle and going to the post office. Unfortunately she lives rurally and has had to go out of her way 3 times now as the QR code they sent to make the return does not work. What an unbelievable waste of time. If the product didn’t cost an obscene amount it would have already been dumped down the drain. All I wanted was a nice gift for my SIL which has now turned into a great hassle. And now all I want is my money back which. This experience has been terribly disappointing and frustrating. I truly thought skinceuticals was a company that stood behind their product/customer satisfaction. Beware of this company’s product and policies. I would NOT recommend to anyone!

Absolutely ridiculous. I'm an eBay seller, I got some samples ordered directly from them, I ordered one and hubby ordered one. We both started a prescription face cream and couldn't use it when it came, so I decided to sell them on my store. They sold, and weeks later even though it already sold, skinceuticals took the time to report me through the Vero program. (The report says it's counterfeit, which means they couldnt file one for their actual reason that I can't sell samples.. because they know damn well no one is making fake 3ml small samples for almost no money) You're actually allowed to sell samples, the "not for resale" thing applies to actual stores like Sephora. AND they're not on the ebay's list of excused companies who have a deal with them to ban the sales of their sample items. Anyway, I know the eBay seller that reported me to them, and they sell ONLY this companies samples. They're not allowed to, since I told them about it, and they said that no eBay seller is allowed to. I'm saying if that is the rules you have, then get the sellers that are actually making money off of their name. Not my one little listing. They came after me fast, yet I told them about this seller, and the 3 websites that she is selling on, but they have yet to do anything. She sells some every single day. Think someone must have been having a bad day to go through the effort to take my listing down, and now my account has a derogatory mark, even though YOU GUYS ARE NOT ON THE EXCUSED LIST FOR SELLING SAMPLES!! STOP BEING CHEAP, YOU CHARGE HUNDREDS AND ARENT MISSING THE CASH!! I wouldn't care, if they actually did this to everyone. But you pick on me, guess what. I'll be letting everyone know to avoid this company. I tried talking to them and helping share all the sellers selling their samples, but they must not care because they're still up. Won't ever buy from them or become a partner.

Worst customer service - I ordered with them after being recommended their products, the order arrived promptly however the returns process is an absolute nightmare. Their website states that they will provide you with a shipping label for a free return - I reached out to them via email as they state on the website to get this however they never replied so I then called them and when I requested this the first adviser put the phone down on me (bizarre) so I then called back and the second person I spoke with said this isn't something they offered and I would have to return the items myself and they would then refund the postage fee once the order had been returned back to them... This is no problem however this isn't what's stated on their website and when I said this to them they said that this is something that they will introduce eventually?? I was then told that the refund would be issued within 5 working days of it being returned to them if I send it first class signed for which I did. I am still yet to receive the refund and the time it takes for them to respond to emails is less than helpful so you are then forced to call them and the people on the phones have zero level of customer service - I have never come across anything like it. It's as if they have no idea how the company works or what the company policies are - you speak to one advisor and they say one thing and you speak to another and they completely contradict what's originally been said. They are more than unwilling to help with any queries you may have and have been extending the refund window for returns each time I reach out - I am now on 21 working days...If as a company they were transparent with this then I wouldn't have originally placed an order through them (other companies sell their products and their customer service process' are 10/10) however at least then customers would be aware of what they are getting themselves into.

Après l'achat de la lotion blemish + age tonic j'ai fait une réaction allergique instantanée. A la suite de quoi j'ai pris contact avec le service clients. Aucune réponse, aucun retour, aucune information. Non seulement cette lotion est affreusement imprégnée d'alcool digne d'un produit pharmaceutique, elle procure des irruptions et de surcroît aucun service clients pour une information, un avoir, un remboursement. Déplorable.

I contacted skincuticals after being recommended to try their products from an associate as she uses them. My skin is incredibly sensitive and was further more so at the time following an influx of hormones. I have multiple allergies and naturally was concerned to try products so strong. So I used their chat/email alert facility to query if I could try some samples (although they say they don’t do them, it also states on website ‘free sample with purchase over..’). I explained my situation and said I would happily pay for the samples, I just could not justify spending £99 to try something that I may seriously react to. Two things were recommended to me; 1) buy a set (priced at £220) to try products -clearly advisor fully understood and grasped my point, and 2) set up a online skin review.
So I set an online skin review for that night. I sat and waited at the allocated time. Clicked the link in the email (you’re only given 30mins), nothing. Suddenly 5mins to the end of my slot, a voice appears, rudely telling me there’s only 5mins late and he hadn’t the time as he had to prep for his next call. Naturally, I was not wasting my 5mins. He informed me not to use the company I was contacting over and to use la prairie- who he had recently trained for also!
Utterly confused and annoyed, I email skincuticals requesting a manager contact me ASAP to discuss my experience with them.
I get a response from another snotty advisor, advising me on lord knows what as she hadn’t a clue why I was contacting. When I stopped her in her tracks and stated I was waiting for a manager, she informed me that they don’t have them, they aren’t answerable to anyone but one will get back to me….this has never happened.

As with all other reviews here, I’d personally say AVOID the stress and nonsense of this company. Over priced, ridiculously sub standard ‘customer service’, total put off.

I ordered a product to be delivered before Christmas, it didn't arrive and I had no explanation as to why. 3 emails, 2 phone calls and 6 weeks later I still don't have the product! Called again to ask for a refund to be asked to confirm whether I have received the product or not? Told it'll be 48 hours to receive a refund but I'm not holding my breath.

Absolutely awful customer service!
I received the wrong product. The package obviously has someone else's products, information and data so there's a breach right there.
I sent multiple emails to skinceuticals, to its parent company L'Oréal and even to their CEO.
I made several calls, always on hold for at least 12 minutes each time.
All this effort to try and get them to collect the inaccurate product and to send me what i have actually purchased.
No action has been taken so I consider this a fraud and have notified my bank accordingly. I am not paying for something I never received.

Wow. Does skinceuticals read their reviews? I was hesitant to give them a negative review because they've got the name. They're not newbies or unknowns in the skincare arena by any means. It looks like they're pounding that name into the ground. How sad.
My experience is that I accidentally and happily stumbled upon a skinceuticals sample give away. What's the catch? Not much. All I have to do is provide them with my e-mail address and phone number so that they can bombard me with promotional texts and e-mails. Still, it was a good sized sample and a product I was happy to sample before trying. I was anxious to get it. Well, weeks went by and along with the promotional notifications, I got several emails saying my sample was on the way. I waited. And waited. And waited. I then got texts and e-mails asking how I was loving my sample. What sample? When I finally was able to get an e-mail address to inquire about this, I received an email back saying, sometimes we run out of the samples offered online. It's, as supplies last. That's not what it said. We had a deal of sorts. I kept my end, which was to supply my private info and skinceuticals said, Oh well. We can't honor that but NOW, if you want 2 samples, you need to buy something you've never tried. Then you get 2 samples. Really? And if you run out of those, then what do i have to do? I don't want to buy anymore inferior products. I've got a drawer full and skinceuticals is not cheap. I'm disappointed in them for sure, and after seeing all the negative reviews here, I guess I'm not the only one. Maybe they need to hire better equipped customer service reps? Regardless, I'm giving them a chance to respond to my last email and then will block, delete and remove every trace of skinceuticals from my phone. There's plenty of skin products that are great. I'll go to them. You lost me as a customer skinceuticals.
EDIT: In case it wasn't clear, let me put it this way Skinceuticals, if I can't trust you to do something you said you were going to do. (as in send me a sample) then, I don't feel comfortable trusting you with my skincare needs. I really do believe you should read these reviews and work to correct what you can. Your customer service dept is lacking. I know you have other reviews but here alone is a lot of customers that you've lost. Customer's make your business. You don't seem to be awareof that and gong by the shear number, it looks like there might not be a future Skinceuticals, but, you do what you think 8s best.

Terrible customer service; I wish I had seen all of these reviews before purchasing.
I ordered a product with 3-5 day ground shipping. After 5 business days, I checked the order status and saw that it was yet to ship. Only after calling customer service (no notification whatsoever) did they tell me that the product "sold out shortly after you placed your order". They said it will be processed now that I've complained, but I'll have to wait an additional 3-5 days. The lag time will be double their estimated maximum, and they offered no apology or compensation. Their only response was to offer to ship a return label with the product, so that I can return it for a refund if it ever arrives, which translates to "to make up for inconveniencing you with false advertising on shipping times, we'll inconvenience you further. You're welcome." They said they could not expedite shipping after the delay on their end despite the fact that they offer expedited shipping on their products. Horrible customer service, would strongly recommend everyone avoid their products.

They stink. The Emollience moisturizer is goopy, heavy and slippery. Not a good product.

SENT A REPORT AND PHOTOS FOR A NASTY REACTION TO SKINCEUTICALS TRIPEPTIDE-R, THEY DID NOT RESPOND, SENT SAME INFO TO THEIR ONLINE REVIEWS THEY RESPONDED SAME DAY ASKING FOR A HUGE AMOUNT OF INFORMATION FOR THEIR REPORTING AND RESEARCH BUT DENYING ANY RESPONSIBILITY AND SUGGESTING I CONTACT MY GP IF SYMPTOMS PERSIST, THEY TOLD ME TO STOP USING THE PRODUCT (£93) BUT NO OFFER OF A REFUND OR ALTERNATIVE WHICH MIGHT HELP REPAIR THE DAMAGE. NEEDLESS TO SAY THEY "MODERATED" MY REVIEW WHICH MEANS THEY WILL NOT PUBLISH IT ON THEIR WEBSITE WHICH DOES NOT HAVE ANY NEGATIVE REVIEWS EXCEPT FOR A COUPLE OF 3 STARS

AWFUL AWFUL COMPANY!!!!! THEY BASICALLY SCAM YOU. You’ll place an order and they’ll cancel it without telling you why. When you finally call to see what’s going on, they’ll say there is an “undisclosed billing error” and tell you to order it again. They will also claim that they sent you an email telling you your order was canceled but that is a lie as well. Then when you place your order again, they cancel it again and the game continues. They say they can’t call the billing department and they say they can’t call a supervisor and you just have to wait. Don’t waste your money on them! All their money goes to R&D and no training or resources go to their customer service. I spoke with Christian who was supposedly a supervisor on August 13, 2021 at 10:55am EST and he had ZERO information about why my product was cancelled or why my new order was on hold. So do not even bother waiting for a supervisor because they actually do not have access to information to help you.