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1.4 67 Reviews

Clarins Complaints Summary

6 Resolved
61 Unresolved
Our verdict: If considering services from Clarins with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Clarins reviews & complaints 67

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9:01 am EDT
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Clarins Reduction in size of candles

This is a message of disappointment but can't find where else on the Clarins website to log this with you.

I am very disappointed with the Clarins candles I have received this morning.

They were ordered from NVS Pharmacy Sales. However, I'm assuming they are authentic Clarins products.

The reduction in size from the same candles ordered last year is quite considerable.

I won't be ordering these again and will be letting my friends and family know - as I've always highly recommended your candles as the best there are.

I am so disappointed with these. What a let down from a company I've always held in high esteem.

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3:15 pm EDT
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Clarins Double serum and eye double serm

I have used Double serum for 5 years consistently and eye Double serum from when it launched. I love the product, however last 3 purchases of Double Serum the last bit at the bottom of the bottle does not come out. Then I have the same issue with Eye Serum, what a waste its like a good amount going to waste and to say how much I pay. I have images of this at the point it stops coming out through pump. I'm actually hesitant to purchase and now and try a different brand.

Desired outcome: I'm not sure but to say how much I spend, this is disappointing.

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5:02 pm EDT
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Clarins Make up removal oil

I bought the make up removal in May or June I can’t remember, but anyway it’s only three month from today. And I have been using it everyday, until today when I looked at the bottle, I found it is contaminated. As a PhD in biological engineering with great experience in culturing bacteria, yeast and fungi everyday, I am so sure it is contaminated. I never opened the bottle, I just use the pump and I close it every time after use. I don’t know how would this happen!

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Is Clarins legit?

Our verdict: Complaints Board's thorough examination reveals Clarins as a legitimate entity with notable strengths. Despite a 8% resolution rate on customer complaints, which invites a closer look, Clarins stands out for its commitment to quality and security. Clients considering Clarins should delve into its customer service record to gauge compatibility with their expectations.

Clarins earns 91% level of Trustworthiness

Perfect Trust Endorsement: Clarins achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Clarins. The company provides a physical address, 18 phone numbers, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of Clarins's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Groupeclarins.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Clarins website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Groupeclarins.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

However ComplaintsBoard has detected that:

  • While Clarins has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 8% of 67 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • Groupeclarins.com has relatively low traffic compared to other websites, it could be due to a niche focus, but could also indicate a potential lack of traffic and popularity. The groupeclarins.com may offer a niche product or service that is only of interest to a smaller audience.
  • Clarins protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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11:20 am EDT
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Clarins Clarins customer service rep

Hi there 😊

I have used Clarins for many years and have absolutely loved all your products in addition to all the customer service reps that have ever assisted me and so it is with reluctance that I have to complain about one of your reps today.

Today I decided to go into my local pharmacy and ask if it was possible to have a sample of your Orchid Oil which I recently purchased for myself and absolutely loved it)

I wanted to send my mom some for her birthday but as an older lady her skin is sometimes sensitive so I wanted her to sample it beforehand (it’d be such a waste to buy her something that she couldn’t use) However, the Clarins customer service lady was actually pretty rude and dismissive when I asked her for a sample and she made me feel embarrassed and uncomfortable for asking for one. She said they didn’t have any samples anymore which I know to be untrue because I happened to be at the Clarins counter an hour earlier when another customer was given one. I am a good customer of the pharmacy where Clarins have a counter and I’m certainly a very loyal Clarins customer so to be treated so rudely and dismissively by one of your reps is absolutely unacceptable and I’m embarrassed and very upset with the treatment I received from one of your reps.

I’d like to discuss this further with you so please could someone please contact me? I’d hate to have to leave my comments on Trustpilot, etc.

Many thanks,

Tanya Scott

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12:02 pm EDT
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Clarins Beauty flash peel

Madam/Sir

 I have been for many years a regular customer of Clarins and a subscriber and very often I follow social media on your products and provide comments and recommendations through my social media networks.   

 

Late November 2022, I purchased your Clarins product "Pealing Beaute Eclair Resurfacant & coup d'eclat - AHA / BHA - Beauty Flash Peel Resurfacing & radiance boosting - 50 ml " referred in this document as 'product’.  

 

Following your advice as described on your product instructions I applied the product on my face skin on the evening of Friday 9th of June 2023.  

 

In the morning of the following day I started to have a very bad reaction to your product and the whole of my face started to burn and changed colours (pictures previously sent to you).  

 

I checked through your product info and there was nothing suggesting either in your instructions or in the packaging or website warning the possibility of this sort of reaction or any side effects or any recommendations on what to do if it went wrong as it did in this case.   

 

I was advised through my contacts in social media and another contact of mine which is a doctor to bath my face in ice and very cold water several times a day until it calmed down and until I was able to get an appointment to see a doctor/specialist.  

 

I was very surprised during our call or anytime after that you didn't offer the provision of an appointment or even an online consultation with a specialist in this area to help my situation giving that your product has caused this in the first place and now we are not sure what is going to happen to my skin going forward, instead I was given no advice from your customer services regarding the incident just a comment stating the obvious for me to go and see a doctor. 

 

Please take this email as a formal complaint and request of compensation for the inconvenience, harm, time and cost caused to me and my family. I have now seen a GP but so far I have not been able to see a specialist. In the meantime the GP has prescribed me steroids.  

 

 

I will be searching for any other similar occurrences with your products in social media and other forums so I can make an educated decision what I am going to do to minimise the current and future impact on me and if relevant provide informal advice to my contacts to hopefully avoid this situation in the future. 

I am very disappointed with your product and the way your customer services has handled this situation and complaint so far.  

 

I will not be using any of your products and will advise my networks and any consumer review platforms that I come in contact with to do the same until there is a satisfactory outcome/resolution for this situation that you and your product has caused me. I would expect for you to come up with a satisfactory proposal to address this and the consequences of it, I don’t need this, it is very upsetting, painful and worrying.  

 

Please acknowledge receipt of this email and please let me know what are the complaint procedures in your organisation and who else needs to be informed internally and/or externally e.g. OPSS. 

  

 

Thank you 

 

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5:42 am EDT
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Clarins Double Serum Pump faulty

Sent email online and also went to Nex to get advice if they can replace the cap of the double serum faulty pump but in vain.

They kept asking for proof of purchase which is a receipt… but who keeps receipt over many months ?

Even after furnish my AMEX transaction record at the airport which is the price of the double serum + eye serum set, Clarins refuse to accept this as proof of purchase.

Initially I thought it was just a bad product design, but after the email exchanges I realised the PR is worst.

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7:10 am EDT

Clarins Refund of online order

Hi

I ordered 2 products online on 22.04.23 (order ref CLR_UK02788151 a total of £49.31 which was debited from my account on 24.04.23.

I asked if I could add an additional item to my order and was told that I could request the order to be cancelled and then reorder the 3 items on a new order.

The order was therefore cancelled and a confirmation of the cancellation was received 22.04.23. I have not received a refund for this order.

I re ordered my 3 items and paid £73.92. i received this order.

This is my 6th attempt at trying to get a refund. I have tried phoning customer services but just get cut off. What has happened to your customer service? As a loyal Clarins customer I am not impressed by your service.

Please get back to me asap. My email address is [protected]@btinternet.com. My contact no. [protected]

Julie Harvey

Desired outcome: A refund of £49.31

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11:25 am EDT
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Clarins Online orders

Placed two orders online canter 22 days still not received items. Emails go unanswered and no call back from customer services.

Eventually told order was lost by DPD, which upon my query DPD strongly denies that they even received goods.

Now trying to cancel my orders and get my £300 But still no one responding to emails or getting a call back from phone system

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4:55 am EST

Clarins Order No: CLR_UK02664539

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,

Desired outcome: Refund please. Thank you so much.

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6:32 pm EST

Clarins Double eye serum

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

Desired outcome: Product replacement

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12:00 pm EST

Clarins Customer service

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!

Desired outcome: A response and definitely a refund for my Sunday delivery charge of £10.50.

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3:03 am EDT
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Clarins Changed over to Vlatibs because of raving views from consultant. Double Serum, Santal oil, night restorative cream, Day Luminier, sample eye creams,

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😰😰

Desired outcome: A complete refund on the purchase. Do not even want it near me. Purchased the bright plus serum cash about 2 months ago. Didn’t complain about it. A purchase of almost R5000.00 to damage skin is a big no no no

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9:43 am EDT

Clarins hydra essential gel sorbet desalterant and gel contour des yeux anti -poches

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

Desired outcome: i would like a refund and an answer on which CAPA you will open and perform to ensure these batches were correctly manufactured with suitable APIs and excipients

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11:32 pm EST

Clarins Online order

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].

Desired outcome: Ship my order now.

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3:18 am EST

Clarins Total eye lift , double serum eye , double serum , day and night cream

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

Desired outcome: Please reimburse me for costs incurred as a result of negative reaction to clarins products.

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11:10 am EST
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Clarins Complaint about your PR dept.

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.

Desired outcome: An apology would be nice.

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4:48 pm EDT
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Clarins False advertising of free gift pack with purchase

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.

Desired outcome: The gift pack as advertised.

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3:25 am EDT
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Clarins Double serum

Hello,

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

Desired outcome: Solution

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7:08 pm EDT

Clarins Service

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

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6:53 am EDT

Clarins Clarins Total eye lift

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

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Clarins contacts

Phone numbers

1800 861 888 800 808 818 More phone numbers

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www.groupeclarins.com

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