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Clarins
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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 complaints 67

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R
4:46 pm EDT

Clarins Clarins radiance-plus golden glow booster

To whom it may concern,
I purchased the above item as I love using various Clarins skin care products and have done for many years. I feel disheartened and dissapoinyed with this product.
I have used the golden glow booster on several occasions now and followed instructions on the small box. As a loyal customer, I feel very disappointed as I have noticed no difference at all. I have fair skin and expected to have a nice glow following using this product yet this is certainly not the case.
I look forward to hearing from you.
Rebecca

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3:41 pm EST

Clarins Press powder - quality complaint

I need to complain about poor quality press powder I bought in Poland some time ago. After a short period of time when I started to use it the press powder became to crumble. I couldn't believe that so expensive and premium item is much worse than a simple one I usually buy.
I was sure that Clarins brand is strong and that Clarins company will exchange defective product into correct one without any problem. But I was totally wrong - my complaint was rejected. And the reason was: you already started to use the product and it is mechanically destroyed. What a rubbish! Yes, of course - I started to use it, but was able to use it maybe 3-5 times, later on when I was opening the box my powder was tipping out of it, so now it looks like at least half used. And yes - this powder behaved as mechanically destroyed - but it is its failure thus I placed the complaint.
Polish distributor of Clarins don't care about customers like me.
But I do believe that Clarins head quarter do care thus I am writing here.

I bought my powder on 18.04.2018, in LAGARDERE DUTY FREE Warszawa WA10, bill no. 008254. Price - 143.00 Polish zloties, while average press powder is 25-40 Polish zloties here. So much above normal price .

Ideally if I can get good quality product in exchange, at least money back.
Aleksandra

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3:46 am EST

Clarins Advent callander

Hi
I purchased an advent calendar for my wife and have been extremely disappointed to find that the product has been packaged upside down so that non of the products inside match with the resepective window on the day of opening and with different sizes and shapes are unable to remove.
I am sure you will agree that with such an high end product this is not acceptable and given the amount of products my wife purchases from Clarins has left her very disappointed in the brand.

Please could you advise your remedial action to one of your loyal customers . Photo attached

Regards
Paul Brooks

4 Wentworth Drive
Dunholme
Lincoln
LN2 3UH
p.[protected]@btinternet.com

PS
I have no idea what the relevance is of the category selection on this form

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8:05 am EST
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Clarins Thanks for wennie, clours & fragrance langkawi airport clarins seller.

我是旅行社经常往来兰卡威的,每次来兰卡威都会给自己和帮朋友带化妆品,也会介绍我的客人去买东西,在Clours & Fragrance Langkawi Airport Clarins柜台的销售员Wennie,她热情的工作态度,专业的产品知识,给我和我的客人很多帮助。最近听说Wennie即将离职的消息,感到非常遗憾,也非常感谢Wennie一直以来的热心帮助,祝福你生活愉快!

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Update by zou
Nov 25, 2018 8:06 am EST

Thanks for Wennie, Clours & Fragrance Langkawi Airport Clarins Seller.

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4:02 am EST
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Clarins gold star salon, la femme, farnham surrey

Good Morning,

I'd like to complain about the service and treatment I received from La Femme beauty salon located in Farnham, Surrey. The salon advertises itself as a Gold Star Salon. This being my first visit to the salon I was appalled by the terrible service and treatment I received yesterday evening (20th Nov 2018). I sill have burning sensations. The inexperienced therapist could not perform the task and I had to ask for another senior therapist to take over. The senior therapist was less than sympathetic, showed no empathy and quite rude. She kept saying there was nothing wrong when clearly I had red patches and a burning sensation. She said I can't see any bruises! I replied I wouldn't expect to see any! Goodness me I didn't come in here to be bruised.

I cannot believe this is a "Gold Standard Salon" I am so very disappointed with the whole experience.

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12:46 pm EST

Clarins refund

I have been waiting for a refund for approx. 5-6 weeks. I have left several messages on the customer service number with no response. No one is EVER available on that line to speak to. I know they received my return on 10/9 and was told 3-4 days for the refund. I month later and no refund or response to ANY emails or voice mails. I will never order from Clarins.com again and have passed that on to several other customers.

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2:46 am EDT

Clarins multi active jour

I have just bought Multi Active Jour from an cosmetic website which is I always buy products. I want to check its shelf passed or not from batch code. But I could not get any information about it. I have called supplier and they did not give me any info. They told me that "Clarins products life expectancy is 4-5 years". How can I be sure that this product life expectancy is exeed or not? It is not trusthworhy.

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8:36 am EDT
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Clarins service and product

I visited Clarins today at Aeon Mid Valley, and I purchased a Tonic oil bottle from my beauty therapist Ms Yuen. I came home and opened it to find a sealed bottle, and the product having a strong wonderful scent. However, back in 18/07/19- I also purchased a bottle of Eau contour oil, and came home and noticed that the bottle was not sealed, and the bottle appeared to be not full.
Secondly, today I also wanted to redeem the beauty discovery kit, which meant the double serum and the same elderly lady who attended to me back in July gave me some other replacement of neck lifting cream and firming cream and both were small sample packs. I am truly dissapointed with - one, the purchase of a opened/used bottle of contour oil and secondly, the replacement of the sample packs in place of the beauty discovery kit when it clearly stated double serum samples. Please kindly address this complaint, as it is truly disappointing to be associated with a reputed brand such as Clarins.

The photos below shows the seal that I am referring to which came with the bottle that I purchased today which I did not received in the previous bottle that I purchased.

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Update by Devi20
Oct 11, 2018 8:39 am EDT

The date mentioned is 18/07/18 correction there.

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1:27 pm EDT
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Clarins double serum

I always shop at the clarins counter in Boots, Brighton, East Sussex and have always been satisfied with the service I have been give. However today I went in to purchase your new double serum. I asked the assistant to advise me about the product and what was in it? She said that she didn't know and looked at me blankly. I did not purchase the serum and left quiet annoyed. I don't think that your assistants should know as much information about the products they are selling as possible. I won't rerurn to this counter.

Regards
Emma fenn

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3:49 pm EDT
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Clarins double serum, hydric + lipidic system, 50ml. I complain about the pump is not working

The pump that mix the two solutions does not work properly. The solution from the inner part of the bottle does not pump out and only solution from outside is coming out. The difference in volume between the two solutions is possible to see. See added photo.

There is around 1/3 of the product left. I would like to be able to use it or get it back a new bottle from you. I has been using this product and is the first time it happens to me.

Please contact me at email

[protected]@hotmail.com

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11:45 am EDT

Clarins bad brand shopping experience

I sent this email to Clarins South Africa on Sunday. Till today I have not even had a response that they have received my email.:
I wish ro share my Clarins experience of today with you.
Off to Fourways mall to look at the Clarins products, which I have used in the past, and ready to look at the brand again, as I have read expensively on new products available.

My 1st stop was Red Square, The consultant wans not even interested in looking at my skin condition, after I told her about my dehydrated skin with dark spots appearing. She informed me they have nothing for aging skin, ...not interested in talking me though available products. Next stop was Truworths. The consultant at the Clarins counter was catching up with a friend, and advised me over her shoulder that "Sisi., no stock" She did turn around eventually, but then could not open the draw to look at samples as the draw was broken. The lady at the Gatineau counter could see my disappointment and was more than willing to take me though the products they have available. I think she is definitely an asset to their brand. Off to Woolworths, where I am sure I will get served.
Had to explain my skin condition twice to 2 ladies at the Clarins counter, who kept on asking me to wait they will get the Clarins consultant. When she arrived. She said there was no stock available. I asked her to look at my skin and advise me on what I should consider using. She was also not interested, asked to to return in the week? Off to Dischem, where the assistant shoved 2 samples of Super Restorative day cream in my hand and brushing me off, not even listening to my needs. She just said "that is all I have"

I felt this is necessary to advise a superior brand, like yours, of the damage that is being done, by untrained, and unwilling assistants in the outlets.

It was truly a let down by this brand.

Kind Regards
Samantha Dempsey
[protected]

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5:15 am EDT

Clarins 3 in 1 eyeliner

Hi,
The all in one eyeliner pen, is describe and resemble the Muti Eyeliner pen plans, design, use, and creativity rationale I submitted to invention.com early part of 2014, which was part of my business plan I submitted to my University prior to the date listed.

I feel like this invention was obtain and produce for increase revenue for you company without seeking or researching whether ownership and creativity of the product exists because of your company inventor's.

I have all supporting documents to confirmed the sole creativity, design, rationale behind my creative thought place in written, sketch, formal business plan and the timeline of dates while severing my country in the United States Army.

I request feedback to my above complaint and resolution. This is my 3rd attempt to seek resolution.

Rita Washington
Cell: [protected]
[protected]@yahoo.com

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6:47 am EDT
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Clarins crème solaire anti-rides visage; sun wrinkle control cream for face

I use this product since 2013. I purchased it always at the shops in the Netherlands. So long I was satisfy and enjoyed this product for my rosacea face. There was no changes everytime i bought a new one that I was able to notice until my last purchase about 2 weeks ago (april 2018) at ici paris xl arnhem. From this last purchased I smell a strong parfume that terribly shocked me (I didn't say that it is a bad smell, I just don't like it). I never thought that such of product should have additional aroma. Because earlier it had almost no aroma/parfume, and it just fine. I am disappoint and definitely won't use this product anymore. Now I become doubtfull for others Clarin's product. Because i also noticed a slight change of smell from product Cleansing Milk (normal or dry skin). But because the changes is not so radical, I still can enjoy it.
Is it the time to move to other brand?

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11:57 am EDT

Clarins bad service

I should say it; I asked about the product information and the price at the malaysia pavilion clarins counter last week; but the beauty advisor gave me the impression that I had no money to afford the clarins product. 1) When I put double serum in my hand to try a texture. She quickly pulled my hand and said it was not for me? ? Beyond my budget.She took out a hydrating item and said that the price was right for me! This action is very impolite.2)Then I asked her what is the difference between these two products? She always told me that it was the difference in price only!oh my god!i deeply feel humiliated and just walked away; I was disappointed with clarins; I thought I would never step into the clarins counter. I think that with the current market, the service attitude of this beauty advisor is really bad. Also, would like to know why the beauty advisor's face can swollen to serve customers like this? This makes customers uncomfortable; it really feels scary. I personally decided to share this matter with my relatives and friends. Serving my beauty advisor name michelle chai.clarins should know the service attitude of his own staff; to decide whether she meets the requirements!

Regards,
Ruby lim

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6:04 am EDT

Clarins skin illusion natural radiance foundation. shade ivory

Hello. I have bought in my country Skin Illusion Natural Radiance. I have cheked the expiration date by batch code 402631 on checkfresh.com. The site shows that product expired. Local distributor claims that product is valid till 2021. I concern about my health and want to confirm or cancel this information. I want to get information form official company Clarins.

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4:05 pm EST
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Clarins lack of pricing & product

Dear Sir /Madam,

As an Irish Customer I need to register my concerns regarding my search for your products.
Today I was in Kildare Village outlet and visited your Outlet store . When I went to purchase some Clarins antiperspirant. I was told that they were completely out of products from Men !
Then I went to Debebhams located in Whitewater Shopping Centre Newbridge which is next town nearest only to be told they were also out of antiperspirant . The rest of the Clarins range in the store for men had no pricing on them !
As a somebody who has experience in retail & tarde I would like to bring this to your attention as it is very off putting of a big Clarins Customer.

Regards,
Ken.

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3:07 am EST

Clarins services

The complaint is regarding Kolkata ShoppersStop Clarins manager.The store person there is extremely rude and is just interested in having her lunch .i had a service due but the way she behaved made me walk out .if this is th I way your brand treats your customer I prefer not to use such brands .if people like her will sell your product no one will be interested in buying it.

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5:40 pm EST
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Clarins order placed on 6/12

I purchased a substantial amount of products from my favourite brand in the world which I thought cared about their customers. I was and am truly disappointed. I bought a whole lot of products on 6/12/2017 via online and was sent an email confirmation of my purchase.

Yesterday, I sent an email to find out about my order, I had no reply so I email today to follow up. I was told over the phone my order had been cancelled because one of the products was out of stock and I would be sent an automatic email notifying me. We nothing came through. If you see the order confirmation, Clarins states that they would substitute products if products are out of stock.

The girl on the other end of the phone was very unhelpful and said there was little she could do.

The products was for my boys to give me as Christmas presents.

How disappointed do you think I am and how would you be if you were in my position? Today is 20/12and my boys have no time to get presents before Christmas for me. They are going to be horrified to see that their mummy will open no presents from them.

I don't think I will get over this that easily.

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1:48 pm EDT
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Clarins clarins multi active cream jour for dry skin

Dear Sir or Madam,
I wish to submit a complaint regarding the above mentioned cream. I've been a regular consumer of the cream for 8 years and I must say that after years of testing all sorts of similar and even more expensive and even higher class products I was overwhelmed with how perfectly the cream felt on my skin. All my problems disappeared - my skin is terribly sensitive, extremely thin, dry and prone to allergies and all kinds of rashes.
However, when I bought the last package of 5 such creams, I found the cream totally different. It feels like a cheap loreal or similar on my skin. Have you changed it? I can see it is marked as anti oxidant..
Can I still get the cream as it was before, before the new packaging?
Can I exchange the cream for the previous one?
I've still got 4 creams left now and as it is not really cheap, I would kindly ask you to exchange my creams for the ex ones.
Would that be possible?
Thank you in advance for your reply.
My email address:
dasa.[protected]@gmail.com
Regards

Dasa Ravnikar

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Update by dasaravnikar
Nov 02, 2017 1:49 pm EDT

Dear Sir or Madam,
I wish to submit a complaint regarding the above mentioned cream. I've been a regular consumer of the cream for 8 years and I must say that after years of testing all sorts of similar and even more expensive and even higher class products I was overwhelmed with how perfectly the cream felt on my skin. All my problems disappeared - my skin is terribly sensitive, extremely thin, dry and prone to allergies and all kinds of rashes.
However, when I bought the last package of 5 such creams, I found the cream totally different. It feels like a cheap loreal or similar on my skin. Have you changed it? I can see it is marked as anti oxidant..
Can I still get the cream as it was before, before the new packaging?
Can I exchange the cream for the previous one?
I've still got 4 creams left now and as it is not really cheap, I would kindly ask you to exchange my creams for the ex ones.
Would that be possible?
Thank you in advance for your reply.
My email address:
dasa.ravnikar@gmail.com
Regards

Dasa Ravnikar

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8:47 pm EDT
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Clarins customer service

Hi.i ordered something from clarins online at the end i could not see the basket when i saw email then i found some of samples i didnot want straight way i emailed customer service if they cam do something no reply and when i received msg for dispatched detail then they message me oh sorry we cant do anything. Even though i have already message them that u guys sending me dispatched detail and no reply to my query now u gonna say u cant do anything. And they no bother to ans that just simple msg sorry we cant.this is no customer service any body cam do this if u on customer service u give them the way.u cant just say no u talk.first tym i am using this brand one of my coleague said this is really good brand expensive but really nice but my experience says no.such a big brand and this is accuse that u cant do it no other way.and even this sorry u saying to me this was too late to say. Very disappointed. Without even using product.if start is no good how can we go further.thanks anyways.

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Clarins contacts

Phone numbers

1800 861 888 800 808 818 More phone numbers

Website

www.groupeclarins.com

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