Clarins Avaliações 

Clarins' product quality is just average, but their customer service is absolutely awful. I ordered a product that never arrived and was promised a refund on February 25—then again on March 21—yet I still haven’t received my money as of April 2.

Endless delays, generic responses, and no real action. I expected much better from a premium brand.

If you value your time and money, I’d strongly advise against purchasing directly from Clarins.

Absolutely shockingly bad customer service. Only happy when you purchase but if anything goes wrong you can bet that changes. I bought the new tinted cream and a moisturiser of the “red” series, £125 for the two. My eyes reacted first and I thought ok, stop the tint, then a couple of times more I used just the cream which just rubbed off my face, (like when you’ve used an eraser on paper to rub out pencil and you have all those little bits), and I have broken out in spots. At 52 I am not impressed. I have reached out to “support” to which I received an email with a list of things I had to do and they would send me a returns label. While still waiting for the label 10 days later I have reached out again and been completely ignored. I am beyond livid. How can they treat their customers this way???

I have previously ordered and received my goods from Clarins NZ, but I ordered and paid for a large bottle of Eau Dynamisante perfume on the 18th of February. I didn't get a courier notification so I made first contact with Clarins, to be told the issue is rectified and here is a 20% off your next purchase, however, 3 more times I had to reach out as I have received nothing, apparently my order was being dispatched with priority, bullshyte!! Still no correspondence, delivery, or refund. DISGUSTING.

I’m afraid it’s another one star from me, too.
On the 8th February I placed an order which contained a gift for my birthday and £10 off. My payment was verified by the bank, but then the screen went back to the Home Screen without acknowledging my order. The order didn’t seem to have gone through. So I tried to order again and to use my birthday voucher again and it said, that it had been used already (presumably for the order that didn’t go through).

Customer service finally got back to me 5 weeks (!!!) after my initial complaint, apologised and gave me a new voucher code! Guess what! The same as above happened again!!!!

I’m just fed up! I like their products, but this is no way to treat loyal customers!

UPDATE: After this post and Clarin’s reply, I got in touch with the Team Leader, Demi and they quickly sorted it out for me! 👍🏻

Tried to book an voucher for a friend's birthday gift as he visits the spa at John Lewis Oxford Street often. The website only seemed to offer vouchers for treatments and i wanted to book a monetary voucher to allow him the pleasure of his own choice.
I phoned up a receptionist answered and then I was left hanging for over 15 minutes. Appalling service from customer service and poor website. I have now booked a spa experience elsewhere for him

Goodness, I tried the 'SOS Hydra Refreshing Hydration Mask' and couldn't believe the difference in my skin. I used it as a sleep mask and washed off first thing in the morning. My skin looked incredible, I don't wear foundation so relay on could quality items to give me the glow I need and boy this did! I hope they don't discontinue this or I'll be in mourning forever.

My wife used a £50 voucher to pay for part of an order at checkout.Unfortunately after card verification the basket cleared taking our voucher balance with it.The website claims they will get back to you after 72 hours.It has now been 8 days and no contact despite sending two emails.
30/3/2025.We went through a website called Resolver that clarins respond too.The issue was sorted within 24 hrs and we got a refund.

I have been using Clarins extra firming day and night cream for over 15 years and I love it as it is light and it keeps my skin soft and hydrated. I recently tried the new rage with collagen and I immediately reacted to the day cream. I did not like the texture as it feels heavy and thick on my skin. Plastic jars looks and feels cheap. Clarins please bring back the old product. You should have added the collagen range as a new line and not changed the whole product all together.

Clarins UK. Rubbish customer service.
Waiting since 14th February for a response to a query. Request (1519931).

Clarins NZ, Waiting on an order I placed 18th Feb 25. NOONE answers customer service line, it constantly goes to voice mail due to "high demand" takes forever to reply to email and even then blanket, sorry, but no explanation on delivery... coming up 20 days since I ordered... Not impressed

Why have Clarins stopped accepting empty products for reycling? Most disappointing especially when companies need to all be doing this.

Early 2025 purchased an anniversary gift set for daughter in laws birthday. Oil lipstick had leaked in its box but not spoiled any other items. 3 emails and 2 phone calls (I had to call head office as Clarins customer service does not answer, EVER). Holding for 40 minutes at a time. Finally someone phones and offers to send replacement lipstick. Then an email arrived 13th Feb that they would refund the entire cost as their system could not process the replacement lipstick. Now 27th still no money on my bank, that’s 14 days. Clarins you are an embarrassment. Shameful. I am urging anyone who reads this, use a different carrier such as Amazon. If you buy from Clarins and are one of the lucky ones to actually receive what you ordered and it is not damaged, then good for you. If you have an issue, forget about it. Write off the money as you won’t get it back. Even the customer service rep told me all replies from clarins customer service comes from a chat bot and not a human. Which is why nothing gets answered, any emails are robotic and up to now the robot has asked me 3 times for photo proof of the damage which I sent 3 times already. So so annoyed and £70 out of pocket. To justt to add insult to injury, on trust Clarins ask people like me to email customer service. That the same customer service we are all complaining about, that is a Robt and doesn’t reply with anything relevant to your issue.

Appalling! Costly products, but no customer service! Not talking about their beauty advisors, as they are excellent, but recently, I wanted to try a new foundation, but was unsure of colour. I was advised to go to a fitness club where they sold Clarins, but this is now and has been for some time Champneys! Then I was told to go to outlet store which I did 26 mile round trip only to be told that they don’t keep testers! Staff need to be trained and updated so this doesn’t happen. Don’t get me started on their despatched time. Delivery should be free like other companies especially when it takes soooo long from order to delivery. Switching to Lancôme now and so far, products seem much better and value for money

Ik gebruik al meer dan 40 jaar Clarins, vind het super producten en heb ook geen klachten over de levering. Nu kreeg ik last van mijn huid met uitslag en rode vlekken
En vroeg advies. Dat is hopeloos. Na 4 keer formulieren te hebben ingevuld zouden ze kijken of er misschien iets aan gedaan kon worden? Niets meer gehoord.
Uiteindelijk een prima advies gekregen bij la roche posay. Het valt me super tegen na zo lang vaste klant te zijn! Ik weet nog niet of ik ga overstappen

Please bring back your market leading cream cleanser (not milk) in a market over-crowded with foam cleansers. Why would you lose such a brilliant, stand alone product within the brand? Gentle, non allergenic, rich and kind. I have been using that product for 25 years approximately and it wed me to the brand. Now I have been forced, as a loyal Clarins customer over a lifetime, to defect to Guerlain for a cleanser. The obvious trend for foam cleansers has created an extremely crowded market place. Customers found value in an all-in-one cleanser with a kinder, creamy finish. Bring back Clarins Cream Cleanser please in a new formula with a new name if needs be. The cleansing milk is thin and the Gentiane upsets my skin. It is not the same thing. Foams strip the skin and sting the eyes. Why stop producing the BEST cream cleanser on the market?

I ordered a cleansing foam which arrived damaged. The box it came in was soaked from the leaking Having sent 8 emails with photos of the bottle and box customer service if you can call it that, just send automated response
After the emails I got an email to say Clarins have closed the issue with no refund or replacement
I have still emailed back to them for a refund and will not be buying Clarins again after years of doing so
Customer Service is terrible at best, to none existent, no telephone available to speak to anyone
Best advice would be not to order from Clarins

I decided to use some of my rewards points to purchase a £15 voucher, the amount of points was immediately deducted from my total. When I reached the checkout and tried to use the voucher a message said there was a problem with the voucher!! The reduced amount of points is still there so where is the voucher? I have tried to contact customer services by phone, they are not taking messages and the on line customer service just keeps going back to the same message without answering my query!! What is happening Clarins!! You have been quick enough to send me 2 messages via e mail and text message to say there are still items in my basket! I will check out once you solve this voucher problem!

Have been a Clarins customer for over 30 years and I have been waiting weeks for customer support to get back to me for nearly 2 months now, despite repeated requests. I've had one response, which looked like AI. Clarins made over TWO BILLION DOLLARS last year, so if you write to me saying that you're experiencing high demand at the moment, then please just hire more staff. You can afford it. Quality of products is also nosediving. Greed has claimed yet another prestige brand.

Dreadful customer care
As a very regular and long standing customer I am appalled at the lack of customer service. Clarins owe me an Order that is worth over 200 pounds in products and all I have received so far to my many emails is an automated response email. I have been waiting for over a week for a proper response and I have tried to ring to speak to someone however the message on this number states no one available at all to take calls.
Clarins prides themselves on high end products however the customer service is budget as best.

I ordered a lip bauble on sample Sunday 12th of January 2025. As part of this offer I should have received 11 samples with my order. I could choose 3 and 8 would be randomly selected and added to my order. The order took two weeks to arrive and when it did I only had 3 samples.
I tried contacting customer service by telephone and live chat without success but finally managed to email. It took four days to get a random reply saying the rest of my order would be sent out separately. Guess what, it wasn't sent.
Contacted customer service again but waited so long for a reply I decided to return the order.
Tracking shows the order reached them on 29/01/25. No refund so I contacted them again by email. No reply. I messaged through Facebook and got an email saying I would get £10.50 refund. I paid £14.95.
I emailed back to say I should be refunded original postage under distance selling regulations especially as I did not receive my full order.
So far no response and no refund.
This has been ongoing since 12/01/25 appalling customer service. They were quick enough to take my money!

UPDATE 15.02.25
Yet another email received from Clarins telling me they do not have to refund original postage costs. Also asking me to remove my claim from PayPal or they won't refund me anything. They have offered me some free samples and a gift. I just want my refund as you have had my returns for 18 days now.
Update: I have been contacted by Demi and have been refunded. Have also been promised a little gift as compensation for the inconvenience. I will update further once I receive it.