Clarins
reviews & complaints

Hi,

I messaged 16 days ago, and received a reply 13 days ago, but at this rate nothing will get solved and we might finish the conversation at Christmas.

Your product was no good for my skin, it sat on the top of it and went patchy. I have returned all the order and said I do not wish to have a credit note as I have a receipt, and I have returned the goods.

Please may I have a refund. Thank you so much,

The bottle is defective. Even when I rotate the lid, the white cream doesn’t come out.

I bought the item at the airport during my visit in Singapore last November. Since I’m still finishing my existing eye cream, I just recently opened my new double eye serum. Unfortunately I have no future plans of going to Singapore and I don’t know how to have the item replaced.

Here’s my email add frances.[protected]@gmail.com

I placed an order and paid for a Sunday delivery which should have been delivered by DPD yesterday, I still haven't received my order and and it's now two days late.

Some of these items were for a Christmas present for a friend that I was meeting for lunch today.

I am very disappointed that a) I haven't received my order, b) my order is now TWO days overdue and c) after trying to get in touch and left various messages online no one has the decency to contact me.

This is totally unacceptable for a Company, wonder if they treat all their customers like this?

I have spent in the region of £600+ in the last couple of months and would expect better customer service!

Within the week the texture of skin started drying out more than it already is. But in the second week it was as dry and wrinkly like you cannot believe. Tge skin became dark and patchy. Tge eye area made me look 10 years older 😡

Sadly when you purchase tge items no one asks you to keep the packaging, maybe it comes for display, considering the price you pay. Went to store, but of course the rug ma role that came was frustrating. Yet time to purchase - this is good that will do, this is excellent but you never get the “thus can [protected]@

Personally I’m really disappointed with the products and the service from clarins. The consultant was Phenomenol. Skin is the most important part of cosmetics and thus should be carefully considered when selling. Thankfully to my 85 year old mum, she managed to bring some reprieve to the skin by rubbing natural almond oil😰😰

these 2 creams were opened and used 2 days in a row and allergy was notified

especially the one Gel contour des yeux around eyes

i have already use both of them without issue reason why new ones were bought.

Clarins hydra essentiel number 0920099

Gel contour des yeux number 0112065

not sure if it is related to the batch number but in case better to have it

how should we proceed ? do i need to send you the 2 packaging to be able to perform QC tests?

thanks for feedback

I’ve ordered Clarins online for several years without issue. I placed an order on January 17, 2022. Four weeks later no shipment, no apology, and no response. Hands down the worst experience. How much clearer can I make this post. The order number is CLRUS_[protected].

I purchased these products from Truworths and Foschini on 7 November 2021 and began using that evening and on 8 November I developed swelling and itching around the eye area . I reported to sale consultants immediately and sent photographs . They acknowledged. I was forced to consult my GP on 9 November. He gave me prednisone . I stopped using the eye products but continued with face products as I did not see any reaction on face. The eye area continued itching and I had to consult my dermatologist Dr Z Hamed on 22 November. She found contact dermatitis around face and eyes and asked me to stop products immediately. She asked me to send through a medical report from herself and be reimbursed for costs incurred as a result of clarins products. I paid almost R4000.00 on products purchased . I have my receipts.
I will send through the doctors report and all receipts and photographs. I trust you will respond positively.
Sanita Nair

Hello,

I was trying to find out from your PR dept if Clarins would be interested in sponsoring a celebrity radio show in London. I received no response to my polite requests and when I did hear, the reply was……."can you stop emailing me?. Thank you". It would've been professional and polite to have replied in the first instance with either……yes we'd be interested or no thank you, but nice to hear from you.

Thank you Clarins PR dept.

There was an offer advertised on Facebook:
https://www.facebook.com/550201275161804/posts/1961643007350950/?d=n

I purchased items worth over $200 which entitled me to the free gift pack, there was no option to select this gift pack at the check out but it asked me to select 3 other samples for free. I spoke to Customer Service 3 times & asked them to have a manager call me, their answer from the start was "No we can't provide you the gift pack" without even knowing which item it was & they didn't know anything about the advert so I had provided a link as above. Still no response from them & no follow up & its been over 1 month.

I had purchased something similar from a competitor & did not have this drama, the gift pack came without selecting it & I was able to choose some samples for free.

Hello,

My clarins youth protection double serum pump has stopped working. What should I do?

Dear Sir/Madam,

I sent the message below over a week ago and have yet receive any acknowledgement'

I am writing to complain about the way I have been listened to regarding my Clarins products refund.

I have been so honest:I was offered a £633 refund for three treatments which I am owed. I rejected this as it was not mine.

I can only produce one proof of purchase for a triactive facial as the other two were recorded on my paper record.

I am now told that these were never transferred to my electronic account, even though they are owed to me and being constantly hounded to provide proofs which I have repeatedly said that I do not have.

I am exasperated and extremely upset. The transference of my treatments to electronic records is not my responsibility yet I am being penalised for someone else's incompetence.

I cannot believe that being truthful and honest results in my being treated abominably.

I would suggest that you investigate the matter and refund me the appropriate amount for two triactive facials and a hot stone massage.

Should I have just accepted the £633?

I await your comments.

Josephine Silver [protected]@gmail.com

I have been a customer of Clarins for many many years and have enjoyed using your products.
I have been purchasing products through Escentual on line as have found them good with delivering and I can earn points, (As I spend quite a bit of money on Clarins).
Unfortunately I have to write to you yet again re the Total eye lift, this is now the third time!, and I am quite appalled by it. The first time I returned to Escentual they replaced it after having to wait for label to be sent to return it, they then replaced it. The second time I returned to yourselves, and if you-care to look back my emails date back to February on this ongoing problem. Again I waited for Label and returned it then waited for replacement .It has now happened again ! this time I am away at a wedding and cannot use it, and again had to go and buy something to replace it, as I need to use this everyday. There is obviously a manufacturing problem with this product as I have read other complaints on it. Each time it works for a short time and then the pump stops working, after all this is not a cheap product!
For such a reputable company I now find this unacceptable, I have got very fed up with the service I should not have to keep returning this and wait for a replacement. Once I can understand, everyone has problems, but 3 times ?
Your comments please
Jayne Belgrave

I am writing to complain about the way I have been listened to regarding my Clarins products refund.

I have been so honest:I was offered a £633 refund for three treatments which I am owed. I rejected this as it was not mine.

I can only produce one proof of purchase for a triactive facial as the other two were recorded on my paper record.

I am now told that these were never transferred to my electronic account, even though they are owed to me and being constantly hounded to provide proofs which I have repeatedly said that I do not have.

I am exasperated and extremely upset. The transference of my treatments to electronic records is not my responsibility yet I am being penalised for someone else's incompetence.

I cannot believe that being truthful and honest results in my being treated abominably.

I would suggest that you investigate the matter and refund me the appropriate amount for two triactive facials and a hot stone massage.

Should I have just accepted the £633?

I await your comments.

Josephine Silver

I have used the serum for many years but this particular bottle didn't seem right. I thought I finished it although I knew there was something wrong with the serum when used. Not it seems empty but when I see it half of it is nearly full and the second right hand side of the bottle is empty. Surely they should both be empty to me it seems only one side was used which is not right.
I took to Peter Jones in Chelsea to show them but they didn't show any interest they said send it to complaints and this was last Summer.

I was not going to bother but I came across it today and it made me angry as I should really send it back to you to check as the shops don't want responsibility. I always use many products of Clarins for so many years and this is the first time this has happened.

I contacted clarins via website form to enquire product ingredients to their mineral spf 50 for children which has caused a family member of mines to have an allergic reaction. I searched everywhere on the internet but couldn't find it anywhere. I spoke to clarins customer service rep by the name of Irfan who I found to be very unhelpful and dismissive. And he still has not provided the information I need two weeks later. They have not taken my request seriously and therefore I feel it's only right to make a formal complaint.

I recently went looking for my usual everlasting foundation that I have been wearing for the past several years. The sales rep advised me this has now been replaced with the youth version. I purchased it even though it was slightly more expensive as it was made out to be much better. I actually found it to be way worse then the original everlasting foundation. Its sticky, cakey and seemed to turn orange the longer it was applied. Although my wishes for the original product to continue being sold in new zealand stores will probably not happen im hoping there is somewhere still selling the original that I can purchase before unfortunately looking elsewhere to find another foundation I loved as much as this. Any information would be appreciated. Thanks

Online shopping is dealt with very poorly with negative experience of customer service. Purchase was made and no email correspondence was recieved to confirm the order, very slow service as 4 days after purchasing I still don't know when my hoods will arrive. I sent an email through the contact us forum on the website and there has Been no reply. Would definitely never order online again

Having used this my face felt sore and I developed two blisters/spots. It didn't seem to penetrate the skin leaving it feeling strangely rough and left its pink colour all over my face marking white pillowcases. It took a while to cleanse the colour off my face. So disappointing as I have used Clarins for about 40 years and have loved it.
Even as a teenager I have never had spots.
This is a very disappointing and potentially dangerous product and as its new to the range it needs more testing or just removing.

I got the overnight shipping on Tuesday meaning I should have received it yesterday on Wednesday but it didn't arrive. UPS tracking says it will arrive on Friday. You can't call it one day shipping because IT TAKES MORE THAN A DAY. I ordered it to go traveling for 3 months and now I'm extremely annoyed because I can't even get it before I leave and I don't know what to do anymore. So now I just wasted 20 dollars for one day shipping.