“First purchase and a ruined gift - awful customer service
Bought one of the advent calendars mid November 2024 as a gift for the wife - it arrived damaged and customer service absolutely unable to rectify anything.
I contacted customer service who stated that I need to send it back and once I upload the receipt of postage, a replacement will be sent out to receive by 1 December…
The following day, I did all that and contacted customer service with proof of receipt via chat. After over an hour no response..
Contacted customer service via chat the following day, after over an hour some response again asking further information and stating that they need to receive the item first. Nearly half an hour between the exchanges.. so I send a proof of receipt and again I reply…
Next day, again I contact customer service.. they state they haven’t received my proof of postage and the item is now out of stock; and I will not receive it by 1 December.
Whoever is responsible for this company’s customer service is simply incompetent. These guys don’t record anything and never call you back when you chose that option via telephone.
I encourage others to use a different company or just order from Boots or something like that, especially if time is running out. Not buying from these guys again.”
“VERY DISAPPOINTING
VERY DISAPPOINTING - Multi-Active Day Cream with SPF15. I have been using Multi Active Day Face Cream for many years. Recently Clarins have changed the formula of the cream and you can no longer purchase the SPF 30.
The new formula is heavy, greasy and you cannot apply your makeup immediately after application because the cream is too thick and heavy. Even after half an hour it felt the same.
Disappointingly I had to wash my face again and apply a lighter cream. £50 wasted.”
“Last week I placed an on line order with Clarins and paid for next day delivery. On Friday 16.04.2021 I got a text from dpd saying that my delivery would come 3.03pm to 4.03pm.
I patiently waited for my delivery to come and, looking out my front window I noticed a dpd van at the top of my street, on assuming that he was coming to me, I waited, went out my front door and noticed that he was driving off, with my order undelivered, and thus got a stupid text saying, ' Oh no you weren't there when I called, your order wont be coming till monday!!!!!' after paying for next day delivery, after waiting for dpd to come!!!!!!. Getting straight on the phone to Clarins and after some time eventually getting through to a customer service person, I was told that he went to the wrong house number and couldn't count as far as my house number, and, drove off with my order that I had paid for while I was watching him do so. On this planet you could NOT get much more stupid than that. The level of customer service, brain power, and businesslike ability, of dpd and Clarins is below
poor and totally disgusting.”
“Rubbish, completely useless, ordered 10days ago still not been processed? They haven’t take any money but still rubbish, looks like I’ll be running the gauntlet in the city for a replacement present for her, or I’m on beans for the next year.”
“Plenty of pre-Christmas advertising, but they don't deliver, now wondering if they're actually out of business in the UK. Ordered a Christmas present on 2 Dec, order still showing as 'processing' on 14 Dec. Emailed twice, no response. I've never had such awful service from Clarins before so this is really suspicious. Don't risk your money.”
“I ordered a '12 Days of Christmas' Advent calendar for my Mum. Unfortunately every door was completely empty! This is clearly a mistake and most likely a one-off, so my complain is mainly about the standard of customer service I have received (or not received) since then. I have emailed twice to report this issue and received no reply. I have called the helpline four times - twice it has been closed "because of an emergency", and twice I've been on hold for over 20 minutes without speaking to anyone at the end of it.
This error could have been corrected so easily. But unfortunately Clarins seem to have absolutely no customer service standards whatsoever - very disappointing after spending £60 on an Advent calendar.”
“I wouldn't advise anyone to work for Clarins/John Lewis Leeds as its one of the most uncomfortable places I have ever Worked. Poor managers who like to cause trouble and make you look bad to head office. One week training and then expected to come back and carry out a 5* experience on the public And if you say you're not confident you're shot down by the account manager who is very unreasonable and very difficult to work with a lot of bullying from account manager and area manager and they cause trouble between staff it's just so unprofessional and when you say something your screwed and shot down and then without a job as your probably on probation at this point. My account manager lied about me and made me out to be in the wrong. Just be careful before applying with them. It was my dream place to work and I lasted less than 2 months and it's a shame as I had a lot to give to this company. Vile”
“Bought new youth fluid makeup. Wanted a sample to try but bought full size from Debenhams Chester. It is so unsuitable for my skin although I love all Clarins products I am not impressed by this product.”
