I am not writing a review on the Dr Dennis Gross LED mask as I didn't get to try it out. Instead, I would like to share my disappointment in Cult Beauty's very poor customer service. I had received this LED mask on 14/04. I immediately sent some pictures as there was a small imperfection on the mask from the production stage. If I pay such a high amount of money for something, it needs to be in a perfection condition. However, on videos the imperfection was a lot more visible, which would facilitate their investigation. That is why I had asked whether it was possible to get in direct touch with someone from customer service as the contact form on this website doesn't not allow sending any videos. I had asked this question several times, but never got any answer to my question. After sending many emails and reminders back and forth, I finally got a reply on 08/06 from someone from the Concierge team who offered me a replacement of the mask. I already took almost 2 months for my request to reach the right person as each time the reply of the customer service was 'please allow us 2-3 days to investigate the situation'. If I didn't send any reminders, my request probably would have been neglected. Also, each time there is another person who replies to my messages. I have the feeling that I am talking to a chatbot each time or that the customer service part is being outsourced to a foreign country which is why my case is not being taken care of properly. As a result, I need to re-explain the situation over and over again. Finally, I had sent the mask on 05/07 by taking an insurance in case the parcel does not get delivered. According to the tracking code of the dispatch, the parcel has still not been delivered to Cult Beauty's Warehouse after 6 weeks in the meantime, but instead is stuck somewhere at an unknown destination, one destination prior to Cult Beauty's Warehouse. I then reached out to my local post delivery service who told me I need a confirmation letter of Cult Beauty saying that my parcel never got delivered to its end destination in order for them to refund the value of my order. I thus explained this situation to Cult Beauty's customer service, saying that I need this confirmation letter. At first, they replied that they will check whether the parcel has been delivered or not which I did not understand as I had already sent the postage proof with the tracking code several times (as I said above, each time another person replies and I don't think any attachments get read). Also, customer service said that they will only be able to refund as soon as they have received my parcel. What was not clear about my explanation? First of all, according to the tracking code, the parcel has not been delivered to Cult Beauty's Warehouse. And secondly, I did not ask for a refund at all, I accepted their offer for a replacement. This already shows how little attention is given to any of my messages or simply to me as a customer. Yesterday 15/08, I got a reply saying that the Warehouse confirmed that they didn't receive my parcel and that they are not able to provide me such a confirmation letter I need to send to my local post delivery service. And the worst is that they don't even offer me another solution. I am sure that if I didn't reply to this message, my case would have probably been closed as 'solved'. So it has been 4 months since the first time I reached out to your customer service. In the meanwhile all I have been offered is a store credit of €20. Not only did it take me so much time, I also paid for the postage fees and the worst, I paid for a very expensive LED mask that I've lost. I hope my local post delivery service will help me further (I will definitely not hesitate to send them all messages exchanged) as I do not want to purchase from Cult Beauty ever again! This is THE WORST customer service I have ever experienced. I will not hesitate to share this bad experience on other platforms and with other Cult Beauty customers I know. I will definitely also share this outrageous case with the brand Dr Dennis Gross themselves as they should be aware this poor customer service affects their brand image as well.

Just a word of warning, be careful with the "sales/promotions/savings" on their website.

I ordered the Glow Recipe Glow Getter kit which included a Toner and Moisturiser, promoted at £44 (35% saving).

The product information on what size/ml wasn't listed (I only had photo to go off), so I contacted customer service to verify. The person on chat told me the Toner was 40ml and Moisturiser was 60ml.
I checked the individual price of these items on their site and the cost was listed as £14 Toner 40ml and £36 Moisturiser 60ml. So to purchase them normally would have been £50.
So applying the "promotion" the saving was £6. Which is 12%… not 35%.

After many times contacting customer service and trying get someone to explain why the item product was smaller sized and not the promoted discount (and to have them understand where I was coming from), they advised that the promotion was for the items I received, it included £6 discount and a bag. (The said bag is a plastic, cheap looking item that in the price = £12! Which costs more than the toner!)

I my opinion, the package is a rip off. I would really have just preferred to get sent both items in their largest size and not have this bag.
(Please note that the cost of both items in their large size purchased together, would have equalled £67. So with discount of 35%, it would have been the promoted £44. This is what I thought I would have been receiving and was keen to purchase and why I kept asking them to verify the size to make sure. I was not trying to just get larger sizes for no reason)
So I am now sending back and getting refund, because as I said the deal is just not worth it.

The customer service team were polite, but the impression I received was that they didn't really want to have to deal with me after they said what I received was right and it wasn't changing. I was offered a £5 credit for the inconvenience, but I don't believe this helped the rectify anything. As I said, I would have preferred the product and this was my first time using the site so I don't know if I will want to use their site again. So don't get your hopes up that they will go above and beyond to help you.

So my advice is to make sure you double check that what they promote as a saving or anything is actually worth it.