Firstly, Paula's choice products are very good. After trying so many skincare products, I have settled on Paula's Choice. Secondly, their customer service is too good. They are very prompt in respondi... Ver mais
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Veja o que dizem as avaliações
Loyal customer. I ordered one item this time (which is already overpriced), then the next day the 20% offer started, I contacted and asked if I could get the discount for my order which hadn't been sh... Ver mais
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Really easy website to use - brilliant to be able to take a test to see if the product would be right for your skin type! Had a little issue with my delivery and the live chat function was fantast... Ver mais
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I am a new Paula’s Choice customer and having switched over from Medik8, I am very impressed already with their level of customer service. I have placed 2 separate orders with them and the second one... Ver mais
A empresa respondeu
Detalhes da empresa
Informações de contato
Grote Koppel 7, 3813 AA, Amersfoort, Holanda
- + 44 (0) 203 608 9813
- info@paulaschoice.co.uk
- paulaschoice.co.uk
4,4
Excelente
85 avaliações
Respondeu a 100% das avaliações negativas
Normalmente responde dentro de 48 horas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
I’m new to Paula’s Choice
I’m new to Paula’s Choice, so I can’t yet comment on the products, but the customer service I received today from Nick has been nothing short of outstanding. He’s working solo on a busy Black Friday weekend, and I’ve had to reach out to him repeatedly for help. Not only has he been incredibly responsive and supportive, but he’s gone above and beyond to make my first experience as a customer a truly positive one.
I genuinely believe great customer service is what sets a company apart - turning an average experience into an exceptional one and building the kind of loyalty that brings customers back. That’s exactly what you’ve done for me today, Nick. I appreciate it!
29 de novembro de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi Tori, thank you so much for sharing this lovely review! We’re thrilled to hear that Nick made your first Paula’s Choice experience such a positive one, especially during the very busy Black Friday rush. We’ll be sure to pass along your kind words. We truly appreciate you taking the time to share this, and we’re excited to be part of your skincare journey! ✨
Absolutely amazing customer service
Absolutely amazing customer service, top notch!
If only other companies would step up to the mark.
Thank you Paula's Choice.
Highly recommend!
3 de novembro de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Thank you so much for your kind words about our service, Jennifer. We’re so glad we could assist you quickly and we truly appreciate your continued support. Kind regards, Paula's Choice Customer Service
Paula's Choice Skincare Free Recycling Programme
I have been a happy Paula's Choice customer for about 15 years, and based on the quality of their products would like to continue being one. However, as someone who cares a lot about sustainability, I was shocked to hear that Paula's Choice UK recently terminated their cooperation with Terracycle, which allowed customers to recycle empty skincare containers properly. I assume this is because the program is expensive to maintain. But doing the right thing is expensive sometimes. And I believe if PC advertised the program better, the uptake would improve as well. Please bring back the recycling scheme or offer a suitable alternative!
15 de setembro de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Thank you so much for your loyalty over the past 15 years. We truly appreciate your support. We understand your concerns about the end of our partnership with TerraCycle and take your feedback seriously. Sustainability is incredibly important to us, and we're committed to being transparent about the steps we’re taking.
You can read more about our ongoing efforts here: https://www.paulaschoice.co.uk/sustainability.
Thank you again for sharing your thoughts.
Kind regards, Paula's Choice UK
Great customer services …
I’ve bought a few products from them and always been happy. I decided to try the Ceramide-Enriched Firming Eye cream, unfortunately my eyes were really irritated by this product. Ive never suffered with sensitivity before so there is definitely something in this product that doesn’t suit me. Customer services were great and refunded my product straight away. I’m happy with their service.
17 de setembro de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Thank you for your kind words about our service, Abby. We’re really sorry to hear about your experience with this product. Unfortunately, not everyone reacts the same way to skincare ingredients, and some can be more sensitive to certain ones than others. While it’s hard to say exactly what caused your reaction, our friendly Skincare Experts are always here to help you find something better suited. We’re so glad we could assist you quickly under our 60-day return policy, and we truly appreciate your continued support. Kind regards, Paula's Choice Customer Service
Lots of companies could learn from…
Lots of companies could learn from Paula’s choice with how they deal with delivery issues. I was missing some items and it’s been sorted lightening fast, would recommend them to anyone. It’s refreshing to see a company that cares about the customer journey ❤️
4 de agosto de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi Sophie, thank you so much for your lovely review! While things can occasionally go wrong during delivery (often outside of our control) we’re always more than happy to make it right as quickly as possible. We're so glad you felt supported, and we truly appreciate your recommendation ✨
Kind regards, Paula's Choice Customer Care
Never received my order and customer service refused to refund
Placed an order over 10 days ago. There has been a delay in the warehouse which I happily waited for them to sort. Still no update and customer service have refused to cancel and refund my order as it’s in the shipping department. I shouldn’t have to be expected to wait for when they finally delivery (or not) before I get a refund. I spent good money on this skincare and I’m appalled by the service I have received.
26 de julho de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi SJ, we’re really sorry to hear about your experience and completely understand how frustrating this has been. Due to unexpected delays at our warehouse (something unfortunately outside of our control) some orders, including yours, have taken longer to process than usual.
While we can’t cancel orders once they’re in the shipping stage, we absolutely want to make this right. Please reach out to us at info@paulaschoice.co.uk so we can look into your order personally and help find a resolution that works for you.
Thank you again for your patience, we truly appreciate it.
Kind regards, Paula's Choice Customer Care
Great and swift support
Great and swift support
Had an issue with the pump on one face washes. Absoloutely adore the product, it's so silky and creamy and gives your face a real wash but when I couldn't use it i reached out to their Customer Support team who got back to me in less than 24 hours, made an effort to support me and got a resolution within 2 days.
Honestly, I've seen so many companies cut staff & costs due to the rise of AI and completely neglect their customers so it was so refreshing to have a real person actually try to help me and not be palmed off
thank you!
21 de maio de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi Jessica, thank you so much for your kind words and thoughtful feedback! We're so glad to hear that you love the product and that our Customer Care team was able to assist you quickly and effectively.
We completely understand how frustrating it can be when something doesn’t work as expected, and we're really happy we could turn that experience around for you. Your appreciation means a lot to us, especially your recognition of the effort we put into maintaining real, human support 💕
Thanks again for taking the time to share your experience. We're always here if you need anything!
Kind regards, Paula's Choice Customer Care
Shannon from Customer Care very swiftly…
Shannon from Customer Care very swiftly helped me with a product enquiry and resolved the matter. The communication was quick, professional and informative. I am also very impressed by the ethics of the company regarding sustainability. I would definitely recommend Paula’s Choice to a friend.
23 de abril de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi Bridget, thank you so much for your kind words! We’re thrilled to hear that we were able to assist you quickly and professionally. We’re also grateful for your recognition of our commitment to sustainability; it's a value that is very important to us. Your recommendation means a lot to us, and we look forward to continuing to provide you with products and service you can trust.
Kind regards,
Paula's Choice UK
I have been using their liquid…
I have been using their liquid exfoliator for a couple of months now and notice a massive difference in my skin. Worth every penny as my skin has never been so clear.
1 de novembro de 2024
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi Olivia, thank you so much for sharing your experience! We're thrilled to hear that our Skin Perfecting 2% BHA Liquid Exfoliant has made such a difference in your skin.
Clear, radiant skin that you feel comfortable in is exactly what we strive for, and we're so happy it's working for you! If you ever have any questions or need skincare tips, we're here to help ✨
Kind regards,
Shannon | Paula's Choice
Game Changer!
My skin has never looked and felt so incredible since using these products. After seeing all the reviews online i thought id try out the travel size Calm range and I’ve never been so impressed. I suffer from combination skin, large pores and my skin looks so much clearer. Very happy with the results!
5 de fevereiro de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Thank you so much for your lovely review! We’re thrilled to hear how well the Calm range is working for you and that you’re seeing such a positive change in your skin. If you ever need more help or want personalised recommendations, our Skincare Experts are always here for you! Feel free to reach out to us via Live Chat, Email or Phone.
Kind regards,
Paula's Choice Customer Care
Quality skincare and superb support
I initially bought Paula’s Choice C15 Booster and was so impressed that I decided to try another product… then another… then another... and now I have a full AM and PM routine from the brand! Every product has exceeded my expectations, and I’ve seen a huge improvement in my skin. On top of that, their customer service is amazing. If there’s ever an issue, they’re quick to resolve it, and they truly go above and beyond to help. A special shout out to Erica, who patiently answered all my questions and provided top-notch support. I highly recommend Paula’s Choice - both for the quality of their products and their fantastic customer service!
19 de fevereiro de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi Kristina, thank you so much for your incredible review! We’re thrilled to hear that your journey with Paula’s Choice started with the C15 Super Booster and has grown into a full routine! It’s truly rewarding to know that our products have exceeded your expectations and made a visible difference in your skin.
We also appreciate your kind words about our customer service team. Providing the very best support is something we take great pride in, and we’re always here to help in any way we can.
Thank you again for your recommendation and for being such a valued part of the Paula’s Choice community. Wishing you continued success on your skincare journey! ✨
Kind regards,
Shannon | Paula's Choice UK
Terrible costumer service, don't buy on their website!
I had a terrible experience with customer service. My order arrived today, but the box was empty—there was no product inside. I tried to reach customer service via phone, email, and instant chat, but I never received a response.
I urge you not to purchase from their website; it feels like a scam, and I've seen other reviews indicating that this happens frequently! I will never buy a Paula's Choice product or shop on their website again.
30 de janeiro de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi Camilla, thank you for your review.
I'm terribly sorry to hear about your delivery experience. We at Paula's Choice Europe try our best to provide 100% customer service. However, there are areas where we are dependent on other suppliers such as local postal or courier services for the delivery of your order.
Our Customer Service Team is available Monday - Friday from 08:00 - 16:30. Please don't hesitate to get in touch with us and we'll gladly sort this out for you right away.
Kind regards, Shannon | Paula's Choice
Swift and positive resolution
I contacted customer service as I had a small reaction to a product that I had purchased in October. I got put through immediately to an agent called Nick who refunded me after I explained the situation. They were super polite and I had a resolution within 5 minutes - thank you!💕
14 de janeiro de 2025
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi Sarah,
Thank you so much for your kind words! We're glad to hear that Nick was able to assist you quickly and efficiently. Your satisfaction is our top priority, and we appreciate you taking the time to share your experience. If you ever need anything else, we're always here to help! 💕😊
Kind regards,
Shannon | Paula's Choice
I placed an order for 5 items and…
I placed an order for 5 items and received 1. I assumed the other 4 would arrive in a separate parcel, but they didn’t. Phoned customer services 2 weeks later & expected an argument, but they couldn’t have been more helpful. Missing items dispatched without argument arriving 4 days later. Fantastic customer services. Thank you.
20 de dezembro de 2024
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi Emma,
Thank you for your review! We're sorry for the initial mix-up with your order, but we're so glad our customer service team could resolve it quickly for you. Your kind words mean a lot, and we truly appreciate your patience. If you ever need anything else, we’re always happy to help! 😊
Kind regards,
Shannon | Paula's Choice
Amazed by their customer service
Amazed by their customer service. I haven’t tried many products but I like the ones that I have.
The delivery company they are using delivered my order somewhere else and then washed their hands of the problem. Thankfully Paulaschoise customer service is resending my order free of charge through another delivery company ( Royal Mail which is the best). Companies don’t often do that.
5 de dezembro de 2024
Avaliação não solicitada
Resposta da Paula's Choice UK
Thank you for your kind words! We're sorry for the trouble with the original delivery, but we're glad our team could make things right for you. Your satisfaction means the world to us, and we appreciate your support. We hope you continue to enjoy our products, and if you ever need anything, we're always here to help! 😊
Kind regards,
Shannon | Paula's Choice UK
They're scammers IMO
They're scammers IMO. Place an order, delayed delivery, won't cancel the order. Instead you have to refuse delivery of the order...which of course they never deliver.
Go somewhere else, save yourself the hassle.
29 de outubro de 2024
Avaliação não solicitada
Resposta da Paula's Choice UK
Hi Mark,
We’re sorry to hear about your experience. We always strive to provide the best service possible, and we regret that we didn’t meet your expectations this time.
Just to clarify, our website does state that we are unable to modify or cancel orders once they are placed. However, we do offer a 60-day money-back guarantee, allowing you to return any product if you are not satisfied. Additionally, if there are any delivery issues, we are always happy to step in and resolve them as soon as we’re informed. While we do rely on Royal Mail and Evri for deliveries, we are committed to making things right for our customers.
Kind regards,
Shannon | Paula's Choice UK
Feeling scammed
I placed an order 10 days ago, still no sign of it. Chased customer services and was told they would resend it as it appeared to have been lost. Four days later still no sign of my order , I feel scammed
31 de agosto de 2024
Avaliação não solicitada
Resposta da Paula's Choice UK
Hey Amanda! I'm truly sorry to hear about your experience – I completely understand how frustrating this must feel.
I can assure you that scamming is absolutely not in line with who we are or how we work at Paula’s Choice. Your satisfaction matters to us, and we're here to make this right.
Let me double-check the status of your replacement shipment and follow up with our logistics team right away. You’ll hear back from us shortly with an update and tracking information if available.
Thank you for your patience – and again, I’m very sorry for the inconvenience.
Kind regards,
Paula's Choice Skincare Expert Team
I've been using 2% bha toner for about…
I've been using 2% bha toner for about 4 months now. The toner is actually a good exfoliator. But the initial purging was horrible. But after the purge skin does feel much better. I've been waiting to get my hands on the retinol but not quite sure if it'll suit my acne prone skin. Overall, a bit pricey but good.
9 de outubro de 2023
Avaliação não solicitada
Good experience overall
Received products pretty fast, bought for my girlfriend. She still uses products, seems they are good!
15 de setembro de 2023
Avaliação não solicitada
Great products worth every penny!!
31 de julho de 2023
Avaliação não solicitada
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