Origins UK is the digital storefront for the Estee Lauder-owned skincare brand, offering serums, moisturizers, cleansers and other beauty products. This page shows what shoppers say about their purchasing experience at origins.co.uk, including feedback on product quality, shipping speed and customer service.
Origins UK Reviews
1.8
22 reviews
What Shoppers Say About Origins UK
Created with AI, based on recent reviews
Origins UK receives predominantly negative feedback, with shoppers expressing serious frustration about promotional gift fulfillment. Multiple customers report ordering during sales promotions that advertised free gifts with purchase, only to receive their items without the promised gifts. When contacting customer service, shoppers say they were told the gifts were out of stock and offered substitutes of lesser value or no compensation. This pattern has caused particular anger among customers who made larger purchases specifically to qualify for the advertised promotions, feeling misled about the terms of the offer.
Beyond promotional issues, a smaller number of loyal customers praise Origins products themselves, particularly noting the quality of specific items like spot cream and moisturizers. However, these positive product sentiments are overshadowed by complaints about delayed shipping and what shoppers perceive as deceptive sales practices. The recurring theme across reviews is that while the brand's formulations remain trusted, the online shopping experience and order fulfillment process have deteriorated significantly, undermining customer loyalty despite long-standing relationships with the brand.
Customer Reviews (22)
Sorted by: Most recentSusan G.Nov 2, 2023
For the second time now, they've taken my order and skipped sending the free gift that was advertised, this time worth £57. When I contacted support, they told me the terms and conditions say the gift is only sent while available, even though the website is still showing the free gift option and telling me it's not available. I'm absolutely furious and will never buy from them again. I even explained how the whole know me, like me, trust me approach works and they just said 'it is what it is.' Goodbye Origins.
David P.Sep 2, 2023
The website is easy to navigate and intuitive. The products arrived in excellent condition and were packed really well. Shipping was fast and I could track everything easily. I ordered on August 30th and it showed up September 2nd.
Tyler M.Jan 9, 2023
Terrible experience and their approach was really condescending. I ordered a gift set and after 10 days still hadn't gotten it. A representative told me it would definitely arrive, but I could tell it was lost in the mail after sitting for 9 days. I contacted them again through chat today. The person said they could send another one since it looked lost, but then said they don't offer express delivery for replacements. When I asked for some kind of gesture for the hassle, suddenly they offered express delivery that takes 5 days, which is just normal shipping anyway. So no real apology or goodwill, and they clearly don't care about making things right. They even sent a cheesy have a great day message when I pointed out how bad this was. Super condescending too. I'm done buying from Origins and as someone who reviews products professionally, I'll be making sure people know what a terrible and unprofessional company this is. Seems like a great way to lose customers.
Catherine B.Dec 7, 2022
I ordered a gift set as a Christmas present and it arrived with a massive price sticker right on the front of the box that can't be peeled off without ruining it. I let their customer service know and they basically said too bad, there's nothing they can do about it. Definitely won't be ordering from them again.
Robert M.Dec 6, 2022
I'm giving one star only because that's the lowest option available, otherwise it would be zero. This company is completely awful. The customer service team won't respond to any emails you send about your orders, and don't trust any of their offers because they're just as fake as their customer service department. They basically make stuff up.
Patricia N.Nov 30, 2022
I like the products themselves. But they market themselves as a premium brand while using Evri for deliveries, which means your package might not show up and might not arrive on time if it does. When there's a problem, Origins does nothing about it. Saying thank you for your patience is about as helpful as sending thoughts and prayers. Not ordering from them anymore since they won't take responsibility for the shipping company they chose.
Olivia V.Nov 24, 2022
Don't bother ordering from them. I got a perfume over a month ago that never showed up. I sent an email asking for a refund and got back a generic response saying orders can take up to 12 days. It's been over a month at this point. I've given up.
Emily R.Nov 21, 2022
The customer service was really bad. I'm sorry I picked this brand. I spent £89 on a gift set and face mask. They won't give refunds. They don't try to solve problems. Would definitely not suggest them to anyone.
Angela W.Nov 21, 2022
Honestly, Origins is the worst place to buy from. Their website is glitchy and doesn't function right, the live chat support never replies when you need them, and half the time your orders just don't get sent out at all. The customer service is absolutely terrible. Don't get me wrong, the actual products are good, but you'd be way better off buying them somewhere else instead of directly from Origins.
Kevin J.Jun 22, 2022
Honestly the worst company I've dealt with in the UK. The free item that should've been in my order was missing. I reached out to their customer service and it was terrible. They don't respect customers and don't take responsibility. They won't actually fix anything but keep pushing you to handle the refund yourself, and they're rude about it. Awful customer service overall.
Origins UK Review FAQ
What is Origins UK's current rating?
Origins UK is rated 1.8 out of 5 based on 22 customer reviews on RetailCoupons.com. The majority of reviews are one-star ratings (68 percent), indicating widespread dissatisfaction.
What do customers like about Origins UK?
Customers who rate Origins positively consistently praise the quality and effectiveness of the brand's skincare products. Shoppers mention specific items like spot cream and A Perfect World moisturizer as products they have trusted for years and continue to recommend.
What is the main complaint about Origins UK?
The dominant complaint across recent reviews involves promotional gift fulfillment. Multiple customers report that Origins advertised free gifts with purchase during sales events, but shipped orders without the promised gifts, citing out-of-stock inventory. Shoppers feel misled because they made larger purchases based on the advertised promotions, and customer service responses offered little recourse.
Do customers report delivery issues?
Yes, several shoppers mention shipping delays. One customer noted waiting from Monday to Friday for delivery, with the carrier reporting delays. Combined with the promotional gift issues, delivery concerns add to overall frustration with the online shopping experience.
Would shoppers recommend Origins UK?
Based on the review data, the vast majority of recent shoppers would not recommend purchasing from origins.co.uk, despite some acknowledging the quality of Origins products themselves. The poor ratings primarily reflect frustration with order fulfillment practices and promotional handling rather than product performance.
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