Aesop Opiniões 155

I'm a big fan of Aesop products especially the fragrances however on my last order from Aesop Canada - the delivery time was surprisingly quite slow for the amount of money used in my purchase - the fragrance I usually buy is Eidesis and well it isn't very cheap so I just expect better level of service and on top of that they only gave me one small facial toner package - so cheap! I usually purchase from the Aesop in Taipei,Taiwan when I’m back and they always give me a handful or more of the samples as a gift - which is a nice service touch and appreciation so Im really so surprised - will not be shopping from Aesop Canada in the future.…

I used to order their products and had them shipped to one of my homes in Puerto Rico. Customer service was on point and the deliveries were made within a week. Since L'Oréal purchased them (as it typically happens with the acquisitions), now there are no people available to answer the phone even though I am calling within their listed business hours, and there is nobody available to chat online! Basically their entire customer service team disappeared. The reason I need customer service is because now they are no longer shipping to Puerto Rico, and I don't know why? We had a wonderful working relationship over many years. Now L'Oreal ruined them.

Avoid these crooks! Tonight was my first and last time visiting this lousy site! It looks liek a scam site, there is no contact info anywhere, most reviews say they suck, but some say are legitimate, either way i tried to buy a plastic auto part, no metal, all plastic and the crooks tried to charge $85 for shipping. No wonder i never heard of them, no one recommends them and those they know them say they suck! I will never cisit site again!!!

La qualité d’être produits n’est plus la même depuis le rachat. Au Canada, j’ai passé une commande et une semaine plus tard, mon colis n’est même pas encore entre les mains de la compagnie de livraison. En plus, ils font affaires avec Dicom, une compagnie non-fiable avec des colis non-livrés (volés par Dicom?) et un service à la clientèle des pires. J’ai contacté à deux reprises le service à la clientèle d’Aesop via le chat et ils nous servent leur bla-bla-bla sans solution.

Stumbled upon a Aesop pop-up store at KIX airport in Osaka, Japan, this last November (2025). My skin was feeling dry and my regular moisturizer was in my checked luggage. I needed something. I had a lovely chat with a salesperson about recommendations and ended up purchasing, after testing a few creams on the back of my hand, the Camellia Nut cream. I've enjoyed it. I gave a second star because of it. I've had similar from other companies before, but it is still very pleasant to use and effective. It wasn't cheap. I paid $62 according to my currency converted credit card statement. That was for a 4 oz jar. I use it frugally. When I decided to look into buying another jar in March (2026), I searched (back in the U.S.) for the company and prices. $56. Similar. 2 OZ JAR though!!! Uh, no. What a rude awakening. It was no miracle cream. U.S. customer service was friendly but couldn't help me as he only knew U.S. sizes and was only aware of the 2 oz size. For me, the shock of the size difference was an excellent way to turn me off of a company just when my interest in them had started to grow. No thank you. (Extra note: Nothing in Japan depicted the size as some kind of special promotion or deal. I've seen past pics online of a 4 oz size in other locations.)

Product delivery times are awful. The chat on the website is a waste of time. Item ordered on 8 March and still no details or update on delivery. This is unsatisfactory service considering it is a premium product. I will order this item from another 3rd party site next time e.g. John Lewis.

Have been an Aesops customer since they first opened in Melbourne. I still love their products but I have noticed a steep decline in customer service and unfortunately in the product packaging. My recent purchase online of a serum came with a perished rubber dropper. No samples, we always got 3, which I used when travelling. L’Oréal acquisition of this iconic brand is ruining it.

Ordered a gift for neice as she is going away. It is now day 3 and no information of product being delivered tried using their chat system keeps coming back with the chat has been closed after being online for 15 minutes. I have tried 3 times not closed the window just re inputted everything so in total been online for 45 mins and no reply. You call the number and it says leave name and number and no one calls back. Absolutely time wasting customer service !!!

I am disappointed with the delivery service provided by Aesop. I placed an order for a birthday gift on Thursday 5 March, but it was not dispatched until 9 March. As a result, it will not arrive in time for the occasion.

If I had known it would take five days for the order to be dispatched, I would not have placed the order. Clearer communication about dispatch times would help customers make more informed decisions. It is understandable why many people choose retailers that offer guaranteed next-day delivery.

I didn’t know anything about the products before walking into the store at Bluewater. I had no idea what I was after, I didn’t catch the assistants name, but on my receipt it says Gemma (I hope that’s right) I have to say she was so helpful and lovely, she asked me questions to help both of us understand what I was after and she made recommendations of which products would be best for me. I got to try them all, my partner and I even got a cup of tea each which was a really nice touch.
The customer service was absolutely brilliant, Gemma was friendly and genuine, not pushy at all, she was very patient and understanding.
An absolute credit. Thank you very much.
I look forward to using my new, lovely smelling skincare products!

Les produits sont juste tops les odeurs dingues. Dommage que les prix soient si élevés. Je recommande quand même surtout pour faire des cadeaux

I recently dropped the pipette from my parsley serum bottle and it shattered. I went in store hoping they might be able to replace it but was told they don’t have any spare pipettes in store and to contact customer services. I contacted them and they told me to go in store and they would replace the whole bottle. I’ve just been back to the store, showed them the email and the bottle was immediately replaced. My bottle had obviously been used and the replacement is brand new, I’m very impressed with the service. I just wish the store was able to offer that as an option in the first place, but excellent service regardless.

The website no longer allows you to use gift cards. Called customer service, no planned date to reintroduce gift cards online, no commutable shops, zero help or solutions. Gift card now completely wasted.

I ordered a $50.00 bottle of soap from this company as a Christmas gift on December 14th. The shipment tracking showed a delay, so it was clear it would not arrive before Christmas. I tried contacting customer service six times (three phone calls and three AI chat attempts) during business hours. Phone calls went through an auto attendant, I waited on hold, and then received a voicemail saying no one was available and that I would be called back—no callbacks ever came. The AI chat only returned a link to an article that didn’t help; each time I said it was unhelpful, I was told someone would reach out, and no one did.

After six attempts and six promises of contact with no response, I disputed the charge with my credit card company. Two days later I finally received an email—clearly triggered by the dispute, not by my earlier attempts to get help.

The soap itself is great and would make a nice gift, but the customer service for a $50.00 product is unacceptable. Given this experience, I’m unlikely to order from this company again.

Hello—

Thank you for arranging the quick delivery (received this morning). I appreciate that, but I want to share my concerns so you can pass them along.

I ordered this as a Christmas gift on December 14th. The shipment tracking showed a delay and it was clear the item would not arrive before Christmas. I attempted to contact your team three times by phone, only to go through the auto attendant, wait on hold, and receive a voicemail saying no one was available (during business hours) and that I would be called back. I never received a callback.

I also used the only other available channel, the AI chat box, which ended with a link to an article that did not help. Each time I indicated it was not helpful, I received a message that someone would reach out. I did that three times and no one contacted me.

After a total of six attempts and six promises that I would be contacted, with no response, I disputed the charge with my credit card company—my only remaining option. Two days later I received your email, which makes it clear the response was prompted by the disputed charge rather than by my earlier attempts to get help.

The soap is great and could make a nice gift, but given these circumstances—especially from a company that charges $50.00 for a bottle of soap—this level of customer service is unacceptable and makes it doubtful I will order from you again.

Thank you for your attention to this feedback.

I ordered before Christmas cut off - it took them 4 days to dispatch my order. No obvious details or links to track it - my account said DPD but turns out the tracking reference was for Royal Mail. They did indeed have my order but dumped it somewhere unlocatable outside my property rather than delivering it to me. So no, it didn't arrive in time for Christmas - totally rubbish service.

My order has gone walkabout and it is impossible to speak to anyone at the company to figure out where it has gone. I have tried 4 various channels of contact and I am ignored every time.
Won't bother spending money here again.

I just placed an order and want to cancel it to avail of a discount count that got removed during the process - website glitch that I can understand. What I can't understand is customer service telling me to recieve the product and return it, and to order a second one with the discount code. Knowing online businesses I'll have to pay all the postage amounts so I would lose out on doing anything. Frustrating level of waste (cash / carbon / effort / time) being proposed by Aesop when the order hasn't even been dispatched yet. What a joke

Paid for an online gift voucher to be sent to my sister in law. She never received the voucher and I never received an order confirmation as the billing contact. Have since had to start a convoluted and ridiculous process to get a refund for the gift voucher because apparently they can’t send gift vouchers to Microsoft email addresses?!?! How can a business have such a ridiculous limitation like this? I contacted customer service via their online chat multiple times to initially find the hold up with the voucher as I would expect it to be sent instantly being an online gift voucher. However both times I had minimal responses. Neither times had they addressed the issue of not being able to email to Microsoft email addresses. We then called their customer phone line and were the informed of this issue, 4 days after purchasing the voucher.
We now have to wait for someone more senior to contact us to be able to process a refund for the product we paid for but never received.
Disappointed with this product experience with Aēsop that I no longer feel encouraged to continue as a customer with them in future.

My mother and I visited the Aesop Battersea store on 10 October 2025 and were made to feel unwelcome. When my mother asked about the pleasant scent in the store, a staff member abruptly replied, “It’s sold out,” before turning away, clearly uninterested in helping further. The dismissive tone and lack of basic courtesy were surprising and completely at odds with Aesop’s reputation for thoughtful service.

I contacted customer service afterward to share this feedback but never received a reply. The silence only reinforced the poor impression. For a brand that markets itself on care and respect, the experience was unprofessional and deeply disappointing.

Their delivery service is a nightmare. This is the second time my parcel has been marked as “delivered” even though I never received anything.

They use DPD, and it seems they lose packages regularly. Each time, I have to chase both Aesop and the courier, wasting time and energy for something I already paid for - including the paid delivery fee!

Until Aesop changes their courier service or at least gives customers the option to choose an alternative delivery provider, I strongly recommend not ordering online. It’s a terrible experience, and you risk losing both your order and your money.