Review Time
I was offered a serum sample online which was handy as I had been recommend this by a family member and due to cost I wanted to try first. I didn't get sample and tried to contact company via many channels. I was ignored! I will now go to a skincare brand that values customers.
I placed an order and contacted SkinCeuticals immediately after checkout to correct the shipping address. Instead of helping, I was told nothing could be done — even though the order hadn’t shipped yet.They pushed me to contact the courier, who confirmed only SkinCeuticals could authorize a change. I went back and forth, followed every instruction, and still got no resolution. Their agents showed no urgency, no ownership, and no real apology.Now my package is going to the wrong address, and they say I just have to wait and hope it gets returned for a refund — no reshipment, no fix, nothing. For a premium brand, this was a shockingly careless experience.
Order still has not shipped even though I selected express shipping. I ordered products from other companies on the same day and chose express shipping. All items came within 2-3 days. I don’t understand what’s going on, I wish I read the reviews before ordering from them. I also didn’t know I had to scroll down to select the free samples I thought that they were just included, I let them know and asked if they could include the three samples and they said once an order has been placed we can’t change it. So unhelpful. It’s such an expensive company with such bad customer service. It doesn’t make sense. Head office need to completely re invent their customer service team, it’s unacceptable and I’m sure not at the fault of the customer service team who are held to management decisions.Ugh. $1000 worth of products and I have no idea when they are coming, meanwhile I have no skincare as I wait so I need to buy extra skincare that I won’t use after I get my order.I made the mistake of thinking if I order directly from their website and pay more then I will get the best service, but I should have ordered from Adore Beauty or Active skin who have amazing customer service.
I made a purchase on the skin ceuticals website for two Phyto Corrective Masks worth 140 dollars and it was never delivered. (Order numberSKC_07338160 ) First they informed me that the delivery would be delayed but I still waited and never received the products. I kindly request a refund of the purchase price.
Purchased an e-gift card that doesn’t work Even with sufficient funds, the purchase doesn’t work when the e-gift card is used. I have requested the money back or even someone to override the transaction, and no resolution from skinceuticals. I am going in circles with customer service which keeps claiming that my issue it has been escalated and I should allow another 24 hrs. Absolutely pathetic customer service and supervisor support 😰😰😰
Bye Skinceuticals! Couple great products, but... Another bait and switch maneuver by Skinceuticals. I received an email from Skinceuticals inviting customers to make a purchase for varying amounts in order to receive selected gifts. Based upon the email and website promo (promise) I was induced to place an order I wouldn't normally have done, but I wanted to try samples and could do that with the gifts promised. I selected the gifts, added them to the cart, and the gifts did not show on the order/payment page. I assumed perhaps they would show after payment. They did not. I called customer service immediately, (having dealt with similar issue in the past), and was told my order was indeed was not showing the gifts. Solution: Wait to receive the order, then call and report the problem, and then this "issue," would be handled by someone else. Wow! Really shady. I said I wanted to cancel the order I had just placed about 15 minutes earlier. I was told it was already "in processing." After telling the rep that I would stop payment for fraudulent activity, she said she could cancel the order. She reported she canceled it, but I had to ask for an email confirming that. MORE...the email did not have the amount charged on it. I pointed this out, to be told, oh well, "you can check your bank account." NEVER AGAIN!
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SkinCeuticals is dedicated to providing advanced skincare backed by science. Dermatologist recommended skincare products to prevent free radical damage, protect from UV damage and, correct existing damage.
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