SkinCeuticals Reviews

Paid extra for express shipping but my order still hasn't gone out. I ordered from other brands the same day with express options and got everything in 2 to 3 days, no problem. Not sure what's happening here and honestly wish I'd read reviews first. Also, there was a free samples option that required scrolling to see it, and I missed it thinking samples were automatic. When I asked if they could add the three samples I wanted, they said the order was locked and couldn't be changed. Super unhelpful. For a company charging premium prices, their customer service is embarrassing. It makes no sense. Management needs to completely overhaul how they handle customers, because this is unacceptable. I've got nearly $1000 in products somewhere in limbo while I'm stuck without skincare, so I'm having to buy more stuff I won't even use once my original order arrives. I figured ordering straight from the source and paying more would mean better treatment, but I should've gone with Adore Beauty or Active Skin instead. They actually know how to treat customers right.

Purchased $500 in products and was supposed to get a $70 complimentary gift with my order. The gift never showed up. Got in touch with support and learned their policy says they won't give you the free gift unless you enter a special code at checkout. Even if you can show proof you bought the required products, doesn't matter. TERRIBLE company to work with. Period.

Had success with them previously, but this time my shipment never got to UPS, yet the company insisted it was in transit. After calling UPS myself, I found out they never received the package. Called the company's support line, which went through a call center abroad, but I couldn't get past the initial operator. They couldn't process any refund on my $200 order and kept transferring me to departments that wouldn't pick up. I've now filed a dispute with my card company and asked UPS to investigate. Sounds like they've been having widespread service problems the past 7 months. Missing packages are happening in multiple countries. Don't think there's some organized theft ring targeting them, it's more like their whole operation is breaking down. Buy locally if you can, or look at other brands like LaRoche Pose. Pretty much anything beats wasting time and money with them.

Absolutely terrible first experience with this company and I'm shocked they're still operating with all these bad reviews out there. I tested a sample, loved it, then placed an order for the actual product and what arrived was a completely different color, much lighter than the sample. The shade difference is massive, almost like it's not even the same product. Reached out to their chat support about it and they were really unprofessional handling my issue. Is this really how they deal with customers? Gross. I've lost all confidence in them. Not worth it. There are definitely better companies out there that actually know how to run a business and have better quality control. Getting samples that don't match the real products is pretty ridiculous.

I'm part of the massive group of people with terrible experiences here. I placed an order in mid September and got a shipped email on September 21st. Here we are a month later and nothing. They keep saying their escalation department is handling it, but clearly that department has no idea what escalation even means. Customer service doesn't appear to give two cents about any of this. They honestly look like crooks. And today after they dismissed me yet again, the person actually asked if there was anything else I could help them with. That's rich coming from someone who hasn't solved my original issue! Infuriating doesn't even cover it.

Adding my name to the long list of unhappy customers here. Ordered something mid September, got a shipment notification on September 21st, and it still hasn't arrived. For a whole month they keep telling me their escalation team is looking into it. Clearly that team doesn't know what the word escalation actually means. The regular customer service folks don't seem to care at all. They look like absolute con artists at this point. After dismissing me for the hundredth time today, the rep actually had the nerve to ask if there was anything else I needed help with. How ironic is that? They never helped me with the first problem in the first place!

Returned an unopened product plus all the samples at my own cost on August 29th. Their website stated 15 business days max after receiving your return, yet when I reached out asking about mine, I had to provide my tracking number since they somehow couldn't find it in their system. Once they found it, the timeframe jumped to potentially 30 business days. Why the huge discrepancy? That's way too long for a refund. I'm done shopping with them. This experience killed my interest in their brand.

Sent back an unused item with all included samples at my own expense, and it arrived on August 29th. The website says returns can take up to 15 business days from when they get it, but after I had to email them with my shipping tracking number because they couldn't locate my package, suddenly I'm being told it might be 30 business days. How does that make sense? A full month just to process a return? Not coming back to this brand. They lost a loyal customer with this nonsense.

Wish I'd looked at the reviews before buying from Skinceutical's online shop. Previous reviewers nailed it about how frustrating the experience is. Picked up a sunscreen but the word tinted was written in microscopic font. Asked the company about swapping it for the right one, and customer service basically told me to send it back at my expense. Then they just sent me a copy of their returns policy like that was helpful. I'd started using some of their products from a previous purchase and was happy enough to buy more, but I'm switching brands now. It's disappointing when an expensive product company can't be bothered to help out their own customers with online ordering. There are tons of other great options out there. Won't shop with them again and don't recommend them.

Just bought a jar of their face cream and it actually irritated my skin. And good luck trying to return it. Wasted $240 on this. And forget about their customer service because it's absolutely horrible. Never had such a bad experience and I'm not buying from them ever again. I'm going to tell everyone I know to stay away. They'll just rip you off.