Skins Cosmetics Opiniões 376

Today marks day 5 since I reported that my order – marked as delivered by DHL – never arrived. The delivery was already one day late compared to Skins’ stated delivery promise. Since then, I’ve had to reach out myself almost daily, yet haven’t received a single proactive update. I even called again this morning, but once more, nothing was communicated back.

Communication has been distant and lacking any sense of urgency or customer focus. The team mainly refers to internal policies and procedures, which do nothing to resolve the issue and only highlight a lack of ownership or accountability.

Most disappointing is the absence of awareness that customers here spend hundreds of euros, expecting premium service in return. From a brand positioned as high-end, one would expect responsibility, empathy, and action – not standard replies and delays.

Conclusion: a brand with luxurious branding but customer service that falls far short. Premium prices combined with low-cost service completely undermine the brand experience.

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Vandaag is dag 5 sinds mijn melding dat mijn bestelling – volgens DHL bezorgd – nooit is aangekomen. De bestelling was bovendien al een dag te laat ten opzichte van de leverbelofte van Skins. Sindsdien heb ik zelf bijna dagelijks contact moeten opnemen, zonder ook maar één proactieve update. Vanochtend nog gebeld, maar opnieuw niets vernomen.

De communicatie is afstandelijk en zonder gevoel van urgentie of klantgerichtheid. Er wordt vooral verwezen naar beleid en procedures, terwijl dat in deze situatie niets oplost en vooral laat zien dat men niet bereid is om écht eigenaarschap te nemen.

Wat het meest teleurstellend is, is het gebrek aan besef dat klanten hier honderden euro’s uitgeven en op basis daarvan een premium service verwachten. Van een merk als Skins mag je meer verwachten dan standaardantwoorden en het doorschuiven van verantwoordelijkheid.

Conclusie: een merk dat zich als high-end profileert, maar een klantenservice biedt die daar ver onder blijft. Luxe producten met low-cost service – dat doet afbreuk aan de hele merkbeleving.

Perfect aanbod en vriendelijk personeel. Altijd weer een feestje om jullie winkels te bezoeken. Heel blij met de nieuwe winkel in Utrecht!

Beware of the advent 2025! My husband bought me the Skins advent 2025 for my birthday, which was a lot of fun to open. However the main center piece was a large 100ml bottle of Essential Parfums Patchouli Mania by Fabrice Pellegrin. It’s a scent that I really don’t like, it’s smells very soapy and powdery. I don’t think Skins need to put such a big quantity in such an advent because if it’s not to your liking this is a lot of money wasted. I think you should think carefully about purchasing this years advent unless of course you like this perfume! And when we asked Skins to address this problem, they were totally not interested. Skins could definitely do with improving their customer service regards after sales!

Ik volgde een 1:1 make up workshop bij America (medewerkster) en heb veel gehad aan de tips en werd erg vriendelijk geholpen.

Ik ben vandaag bij Skins

Bezorgtijden zijn heeel lang

UPD After I sent a screenshot to the chat on the website, within an hour I received a response that the money was returned to me, apparently someone who can see numbers well has found it. The impression is ruined
And after I write to them for badly service reply was ‘ Thank you for your message. I can assure you that your refund was already processed, and we just submitted the request once again because it hadn’t appeared in your account. Unfortunately, there’s nothing more we can do from our side until it reflects in your bank.

We understand this is frustrating and appreciate your patience while the refund is completed.’
It was from person that wrote to me that can confirm me that they didn’t receive money. No apologies, nothing.

It's been a week and I still haven't received a refund for an order for a product that wasn't in stock. I ordered an Advent calendar, after I paid it was still in stock an hour later. After paying for the Advent calendar, another box arrived that was in the summer, so I decided to take it too. There was a problem with the payment of the box, I didn't notice the limit on the card for online payment, I made a new one in a couple of minutes, payment was successful. The box was sent first, on the same day. Advent also initially received the status in progress, and on the third day I received a letter saying it was out of stock, although in some offline stores it was still tracked as being in stock. 6 days after the cancellation I wrote with a clear order number, to which they wrote back that the payment had not gone through, I started asking if they sometimes write to me for an order worth 70€ for a box that I could not cancel and which is in the cancelled status. To which they started writing back to me and that they could confirm. I sent a screenshot where it says about a refund Then they started writing to me about confirmation that they had not received the payment. Although I received an invoice for this order, I did not receive an invoice on order of the summer box because I could not pay due to the card limit. My bank confirmed that the payment was successful, and the payment is also visible in Paypal. And they confirmed with a screenshot where in Dutch you can see the word canceled in red, and no order amount or even some other info, literally nothing. How do I know if there is no specified amount or if it is not from a canceled order worth €70. I asked for a larger screen where the payment amount is visible and they started ignoring me, of course I will open a dispute on Paypal, but is it really impossible to sort out 3 orders that were made in one day?

sincere apologies were only in a pre-written letter, during communication they responded coldly and were not at all ready to hear you, this is the first time I have encountered such a service. They did not offer to wait and send an Advent from the offline store, and the product itself is there and hints that it can be taken as a gift,
and the shipment itself, which says 1-2 days, but they wrote me back on the 3rd day, which is not available. But they didn't write that the payment didn't go through, but wrote that the money would be returned after a few days, they don't adhere to any standards. Just ignoring and very little screen.

Retour verkleurde Diptique wax kaars(en). Bij ontvangst gelijk gemaild naar Skins. Vanuit Skins werd aangeboden dat ik deze kon omruilen. Omdat dit artikel gelijk al niet meer online te koop was(speciale uitgave), vroeg ik Skins of het artikel wel echt op voorraad is. Dit is beantwoord met: Dit ligt aan de beschikbare voorraad op het moment na ontvangst.
In de retour afhandeling email staat vervolgens dat de retour voor eigen rekening is , de klant het risico draagt, zelf moet betalen wil je verzekerd versturen.

Ik heb het pakket door iemand anders laten terugsturen, 3. okt door Skins ontvangen.
Er is geen email verzonden over deze ontvangst en verwerking van de retour.
Omdat ik niets vernam over de retour heb ik 14 okt. weer contact opgenomen.
In reactie hierop wordt gezegd dat "ordernummer 650359 vorige week al is verwerkt en de terugbetaling via de originele betaalmethode al is verwerkt".
Hier zie ik graag bewijs van, daar ik geen terugbetaling heb ontvangen.

Vandaag artikelen uit de Archives ontvangen en deze zijn ook niet in orde.

De liefde voor Skins, als langdurig vaste klant, is niet volledig bekoeld, daar het fantastische zaak is met een prachtig niche-parfum assortiment. Ik hoop dat Skins open staat voor verbeteringen in de after-sales.

Met vriendelijke groet, 
Nadye Oostra

Had een issue met een gekocht product, maar was snel geholpen in de winkel. Super goede service. Fijn geholpen door Soraya op de Runstraat!

Ok i had a slight issue with my first order. I contacted them right away and I am just so happy that they reacted openly and how one would expect! i ordered from germany and was so happy to have found skins as im working on a journal for perfumes as a perfume maniac, i have to test alot of them and im collecting too. So im actually surprised by how perfect they reacted and i for sure will keep on ordering from here! Thank you for not dissapointing me and im super happy to have heard you think of opening stores in germany too!

Ich bin sehr begeistert! Von Beginn an wurden meine Fragen sehr schnell und freundlich beantwortet. Probleme beim Einlösen von Gutscheinen wurden unkompliziert und ohne Wartezeit gelöst.
Ich werde meine Düfte nie woanders bestellen.

Het antwoord van Skins zet ook geen zoden aan de dijk! Niet toegeven dat er geen nette oplossing geboden wordt op een klacht maar vertellen dat de klant teleurgesteld is op aangeboden (slechte!) oplossing /service! Steek ook eens hand in eigen boezem!

Skins in Antwerpen was een geweldige ervaring: deskundig geholpen en mooie samples meegegeven.

Order never arrived, no refund either

I ordered from Skins and honestly regret it. They sent me the wrong product and since then it has been a nightmare. I explained everything, even sent photos, but nothing gets solved.

All I get are the same copy-paste apologies from “Linda” — no action, no solution. Weeks later I still don’t have the product I paid for, and they also haven’t refunded me.

It feels like nobody actually cares about the customer. For such an expensive shop this is unbelievable. Be careful before ordering — my experience has been terrible.

Update on my experience with Skins.nl

I placed an order worth €155. Skins sent me the wrong item. Instead of fixing their mistake and sending me the correct product, they first claimed that my order had been delivered (not true).

Then they replied with a standard message saying an “investigation” was underway. But nothing changed.

After my review on Trustpilot, they just closed my case (#94021) and merged it with another one. Here is exactly what they wrote:

“Aanvraag #94021 ‘Your return request with Skins’ is gesloten en samengevoegd met deze aanvraag. Vorige opmerking in aanvraag #94021:”

So my order is gone, my case is closed, and I still don’t have my money back.

👉 I insist on a full refund of €155.
👉 Closing cases instead of solving problems is unacceptable.

I will keep updating this review with screenshots and all communication so everyone can see how this company handles mistakes.

Second update on my experience with Skins.nl

Skins.nl should first admit that they made a mistake. When such things happen, the customer is left without the item they ordered until the company’s mistake is solved. This shows no respect for customers and asks them to go out of their way to fix problems they did not cause.

I clearly said I will return the wrongly sent item. But as a customer who already paid, I expect Skins.nl to first send me my correct order (€155), instead of forcing me to prove myself by sending back a €31 item. They don’t trust their customers, which demonstrates a lack of goodwill and respect in handling such situations. They only want everything done their way. without caring about the customer’s situation or conditions.

Even when I explained that I have a baby in my hands and no printer available, they still insisted on their process, showing zero flexibility or understanding.

Geweldige winkel. Maar ook een goede webshop. Hier heb ik 5 samples besteld van Diptyque. Mooi verpakt en snelle levering!

Hele fijne webshop en klantenservice! Er was iets mis met de bezorging gedaan en dit werd heel netjes en snel opgelost:) Super fijn!❤️ Ook mogelijkheid om een kaartje erbij te doen; heel handig voor cadeaus 🎁

Klantenservice is top! Bedankt Linda

Ik bestelde de sample geurtjes van Abel, een biologisch merk. Deze kwamen snel en zonder problemen. Toen bleek dat een van de sprays niet functioneerde, heb ik even een filmpje gestuurd en daarna kreeg ik een nieuwe opgestuurd.

Ik was afgelopen donderdag met mijn moeder in de Skins te Amersfoort en werd erg onbeschoft benaderd door de medewerksters aldaar. Ze gunde ons geen blik waardig en toen ik wat wilde vragen over een product werd aangegeven dat ik ook online informatie kon vinden. Gelet op de luxe uitstraling van de winkel en de verwachtingen die ik had is dit een zeer grote teleurstelling!!

Beste skins ,

Ik wil graag mijn dankbaarheid uitspreken over een medewerker. Ze werkte voorheen in de bijenkorf Den Haag en nu op de locatie in de Hoogstraat Den Haag. Zij heeft mij al meerdere malen supergoed geholpen heeft Engelen geduld en denkt graag mee. Een echt aanwinst voor jullie bedrijf. Ze heeft donker haar en blauwe ogen. Ik meen te herinneren dat ze Nataly heet.