Review Time
I’ve been using Origins for years, they have great products but awful supply chain and digital channels. The website is a joke, UX designed by someone who clearly doesn’t understand the basics of modern web design (eg make it work on multiple browsers, iPhones, iPads etc). The order & fulfilment process is very painful. The order itself takes forever to arrive unless you pay £5 for speedy delivery. Given an average order is £50-£70 you’d expect a better fulfilment service. They throw in samples that are just random and not tailored to your shopping history. If I was in charge of sales I’d offer regular customers samples of products they haven’t used opposed to a sample of something they’ve been ordering for months. The whole business model is broken which is a shame because it’s a good product.
My first order at the european origins websiteI enjoy very must some products from origins, namely from the collections Dr. Weil Mega-Mushroom. I’ve been buying them whenever I travel aboard as I cannot find them where I live. Last year, at Black Friday, for the first time, I decided to give it a try at the european origins website. During the whole weekend it was almost impossible to enter the website. Finally, on Monday 2nd December 2019, I was able to place my order (nº 1756869612). That was almost too good to be true, and it was, as the following day the order was cancelled, but they still took the money from my paypal account (who does this?). Since the 3rd December 2019 I sent emails, messages and complaints through paypal trying to find out why my order was cancled and asking for the refund. Guess what, not even a single answer. I even sent a message through the Facebook page, but again without any answer. Some of the products were Christmas presents. I was left without the presents and without the money to buy new ones. I only managed to get my money back thaks to Paypal. They never answered any of my complaints. This is by far my worst buying experience online ever.
Consistently get orders wrong and omit items with no substitution. Have placed many orders with them over the last year and most of them have had items missing. Customer service is slow to respond and they place the onus on you to prove you don't have the items. Often have offers on for free gifts with purchase but dont send all the items promised due to being 'out of stock' other companies would send a substitution with no qualms inside the original order. One package I recieved at Christmas was literally an empty box! Don't know why I bother really, should just buy in store if at all.
Shocking website and customer service!! Have tried over 20 times to place an order for products only to be unsuccessful each time! First few it wouldn't recognise my address! For NO reason! Next it wanted me to input a 'valid' UK phone number.... NOTHING invalid about it!!! And when I finally got thru to the payment screen it just keeps saying 'I'm sorry we are experiencing an error'.... so I have given up! I tried using their live chat which said I'd be connected within 2 mins but 36 mins later still no one replied! It has really put me off buying from them ever again, they charge enough £££... maybe try putting some of it into their website & customer care🤨
This is my second online purchase How does a company get it so wrong 1st order should of got a free 50ml mask it arrived it was 15ml I rang they said sorry but failed to rectify the situation 2 nd online purchase came with free samples items not recieved rang was to weren’t available so you can’t have them Has to be the worst customer service possible
Although I do love their products, I was disappointed to find out that they do actually test their products on animals to sell in China. Even after admitting they don’t believe in testing on animals but rather they believe in the earth and science they have sold out on this belief in order to tap the Chinese market. Very disappointing
Placed an order using a promo code they advertised waited 4 days heard nothing even though they had taken the money out of my account immediately!I then received an email saying they had cancelled the order and this was 13 days ago and still no refund has been issuedI have contacted them on 2 srperate occasions to ask for compensation and my refund and they have stated unless I place another order I will get nothing and I’ve still not had my refund!Really unhappy that a company as large as Estée Lauder treat its customers so badlyWould not use again and will be recommending that all my friends and family boycott this company as wellThey also test on animals for their Asian markets which is kept low profileDon’t buy from this company
Very unprofessional company!I had placed an order over a week and a half ago, I had used a promo code for £20 off, then last week I received an email stating it was supposed to be 20% off not £20 off. They advised me that my order would get cancelled, and said order again with the 20% promo code they had given.1) it is not my issue if you guys advertised the promo incorrectly. 2) I had responded to that email and stated that it wasn’t my fault and I still an looking forward to the product I had ordered.3) Until this day, I am still awaiting a response and the order to come.4) I had received a refund, but that’s not what I asked for. I’m a paying customer, who had done nothing wrong yet to get my order cancelled.STAY AWAY, there are plenty of other companies who provide a better service then these amateurs.
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Origins creates high-performance natural skincare that's powered by nature and proven by science.
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