I bought an eyelash lengthening product and when I called because I had an allergic reaction I was told that "this is not a procuct that can be returned".
Don't use this company! Awful coustomer service
Why all the haters? I order from Lovelyskin all of the time and have never had a negative experience. Shipping was fast, free samples and never had to contact customer service because of an order issue. I recommend this site to people all of the time, and never hear of any complaints.
I ordered two same creams from Lovely Skin. Lovely Skin sent out two wrong creams. I called talk with Ashley told her what happen. Ashley said to send her a picture of the two creams so she could see them. So I did and ask her to call when she gets picture. Ashley never called. So I called asked for supervisor because Ashley was on another call. Ericka supervisor said she would not pay to send back the wrong cream. The only thing I can do is to pay to return and get a store credit. I told Ericka it was there fault and they have to send out the right cream. Ericka refused would not try to help in anyway. Ericka has the worst attitude. I will never buy from Lovely Skin never again!
I called the manufacturer to authenticate that the product Glycol body lotion does NOT have a seal and they confirmed it does not. I retract my earlier statement that Lovely Skin does not sell authentic products direct from supplier.
WARNING! I'm an esthetician and have been ordering from LS for a few year. I just received Skin Medica product, quality seal no on tube and the product inside was NOT the medical grade moisturizer but cheap lotion with heavy perfume smell. BEWARE! I'm reporting to BBB and FTC.
I ordered Exfoderm Forte and received Exfoderm. When I opened it and turned it upside down it was watery with little pieces of cream in it. I have used Exfoderm Forte for many years. And this was a fake at $70!
Hi Diane,
I am so sorry that this happened. LovelySkin.com is owned and operated by a licensed dermatologist and cosmetic surgeon and we are an authorized retailer of Obagi products. We take the authenticity of all of our products very seriously. We are affiliated with a dermatology practice, medical spa, and research study clinic and have our own flagship retail store and distribution center in Omaha, NE. As such, we guarantee that you will always receive authentic, fresh and high-quality products from us. Please contact our Customer Care team by emailing customercare@lovelyskin so that we can help you resolve this issue. Thank you for bringing this to our attention.
Thank you,
Marie with LovelySkin
I ordered Obaggi skin care products for normal to dry skin, and not only they did not help but made my skin dryer! I called to return them, and they said the order was past the 30 days return period, which was not mention to me when I placed the order. I will not be ordering these or any other products from lovelyskin.com again!
Ordered non tinted elta sunscreen and received tinted elta. Company refused to replace and stated it wasn't from their inventory. Very poor service. Ordered products not received.
They sent the wrong size of product and lucky me-I get to pay to ship it back for my refund. Terrible service that makes the customer ALWAYS pay for the return.
Dear Elizabeth,
We understand you are not satisfied with the size of the products you purchased, but you received the size that you ordered and therefore are responsible for shipping them back to us. The sizes of each of the items you purchased are posted prominently on each of the product offering pages. Each of the items you purchased were full-size items and were the sizes included on the product offering pages.
Your entire order also received an automatic 20% discount during our Labor Day Sale which brought the list price of the TiZO 3 Age Defying Fusion Tinted Face Mineral Sunscreen SPF 40 down from $45.00 to $36.00 and the TiZO Tinted Lip Protection SPF 45 down from $11.50 to $9.20. We make it easy to receive discounts, and auto-apply discounts whenever possible as opposed to other sites that hope people don't have a code or forget to apply discounts, so this sale code was auto-applied when you got to the site.
Given you were shipped the correct items, and exactly what you ordered yourself online, your returns fall under our standard return policy you agreed to upon checkout. As requested, we have facilitated a return for you for the items you selected and purchased online. Because we offer free shipping on every order, we do not also pay for returns to be shipped back.
We would love to say that LovelySkin is a great fit for everyone but, that is not the case here. We recommend shopping with an alternate retailer going forward.
We wish you the best.
LovelySkin Customer Care
Do not do biz with them either locally or online. You will likely regret it. Check out their awful reviews on YELP and Google. Hope they go out of business soon.
I bought a tube of Skin Medica Daily Defense SPF 30+ in March 2013 and found, just one year later, that the barely used product has separated into goo and globs that make it impossible to use. While sunscreens are supposed to last at least three years, the expiration date on the tube sent to me says March 2014, which explains the problem. I have called at least 4X to ask for an exchange that they promised to send in return for my sending them my current product, but it is over 4 months since my first call and Lovely Skin has sent neither a new product nor a return authorization on th stale-dated product sold to me last year. The company gives excellent service on sales but, obviously, cannot be trusted to sell fresh products or to deal with the consequences of unhappy customers. BUYER BEWARE (and check expriration dates) when doing business with Lovely Skin! T
Do not order from this company they refuse to take defective products back and you will end up going through your credit card company. Once again stay away from this vendor.
I have been using Art of Shaving Peppermint Facial Wash for a number of years. The viscosity, scent and coloring of the product shipped by Lovely Skin was different from what I normally purchase through Art of Shaving. I notified Lovely Skin and they refused to replace the product. I took the item directly to an Art of Shaving Store and we confirmed that the product was not as described. I cannot say whether the product was improperly stored or exceptionally old when held by Lovely Skin, but I can state with certainty it is not the quality we expect from Art of Shaving. I have notified the manufacturer of the sub par product being sold by Lovely Skin.
Hi Jaime,
I am so sorry this happened. LovelySkin is an authorized retailer of Art of Shaving products and we take the authenticity of all of our products very seriously. We will be looking into this issue immediately and our customer care manager will be reaching out to you shortly. Thank you for bringing this to our attention and we will do what we can to resolve it in a timely manner.
Thank you,
Jordan at LovelySkin
Dishonest store, 2/23/2014 I Purchased Elemis hand lotion and NIA24 intensive recovery complex from them they send me 3 years ego expired product. Now they don't want pay for return shipping, this is copy of email I received from NIA24 company.
This is expired product from 2009. Please contact the place of purchase for an exchange or refund.
CustomerCare
Niadyne Inc.
601 W 26th Street
Suite 1505
New York NY *******
I ordered the Obagi Exfoderm and the product is not authentic and it doesn't have an expiration date. Beware of purchasing items from this company because they don't offer refunds.
Hi Nailah,
I am so sorry that this happened. LovelySkin.com is owned and operated by a licensed dermatologist and cosmetic surgeon and we are an authorized retailer of Obagi products. We take the authenticity of all of our products very seriously. We are affiliated with a dermatology practice, medical spa, and research study clinic and have our own flagship retail store and distribution center in Omaha, NE. As such, we guarantee that you will always receive authentic, fresh and high-quality products from us.
As per our return policy, we do allow three individual items to be returned or exchanged in any 365-day period within 30 days of the purchase date. Our Customer Care team can help you with processing your return. Please contact our them by emailing customercare@lovelyskin.
Thank you,
Marie with LovelySkin
A 15% restocking fee when they sent the wrong item?!?. Their response to my review... I must be talking about another company, my review didn't sound like their normal "glowing" reviews. (Original review somehow deleted)
Upon reading other reviews, my experience is exactly in line with the NORM rather than the EXCEPTION. There is a glaring disconnect between CUSTOMER and CUSTOMER SERVICE!
The few 4-5 star, glowing reviews - I'll guarantee you LovelySkin paid for them.
Your response, "Your comment does not sound like an interaction with LovelySkin," is a joke. After reading other reviews, my experience seems to be the norm rather than the exception.
I did not place the order I received from LovelySkin. When attempting to return the items for a refund, they wanted me to pay the return shipping AND 15% RESTOCKING FEE. When I resisted, they just stopped emailing me and wouldn't send an RMA. Be very wary of this store.
Terrible, terrible customer service. Just awful. They couldnt manage delivering a package to my landlords house and then charged me a fee for their incompetence. Very unsatisfied customer here.
BUYER BEWARE: I have ordered from Lovely Skin for years and never had an issue. However I ordered the Skinmedica TNS product, and had an issue after about 3 weeks of use. I stopped using it and the irritation stopped. I contacted Lovely Skin to obtain a refund per the 30 day policy. To my surprise, I was told by Eric that the 30day clock starts ticking when the order is place, not when received. It took my order several days to get to me, I used for about 2 weeks and it started to irritate, I stopped for a week and the irritation subsided, started back and on day 3 the irritation returned. This put me 5 days outside of their return policy; no negotiation. Was told the reason for policy is the company does not have knowledge of package delivery. What a ripoff, they provide customers with a tracking therefore they can track delivery. WILL NOT use AGAIN
I ORDER 3 PRODUCTS ON 9/8/15 MY CREDIT CARD WAS BILLED AT THAT TIME. ONE ITEM WENT BACK ORDER. I WAS TOLD THAT THE CREDIT CARD WOULD NOT BE CHARGED UNLESS THE PRODUCT WAS DUE OUT IN ONE WEEK. THAT WAS A LIE. IT TOOK 9 DAYS TO RECEIVE 2 OF MY PRODUCT. I WOULD NEVER ORDER FROM THIS COMPANY AGAIN. GOODBYE
Dear Kathy,
Thank you for your email. I’d like to go over this issue with you as I believe there may have been some miscommunication.
When your order was placed on September 8, we believed all of the items to be in stock. However, due to the phenomenal response of our Labor Day Sale, the Kinerase Advanced Lotion went into backorder status. As stated in the backorder email you received, we left the charge on your card as the product was expected in our warehouse later that week. If we had reversed the charge, it wouldn’t have been credited by your credit card company before we recharged your card when it came back in stock. On September 18, when you contacted us via Live Chat and email, we explained that the product was being delivered to our warehouse on September 21. Later that day, we received an email from you stating that you no longer wanted the product and wanted a refund even though it would ship to you on September 22. A refund was issued on September 21 per your request and can take your bank 3-5 business days to appear on your statement. Had you gone ahead with the purchase, you would have had the last Kinerase Advanced Lotion available in the United States.
With regard to the rest of your order, you selected our free standard shipping option, which takes 5-8 business days for delivery as stated on our site and confirmed date-wise on your order. Your order, placed on September 8, was delivered on September 17, seven business days after your order was placed, and before the last expected date of delivery, September 23, which was on your order. For additional information regarding our shipping policy, please visit this link: http://www.lovelyskin.com/customer-service/shipping-policy
As a courtesy and for any inconvenience, we extended an offer of 20% off on a future order. We hope you will take advantage of this discount and shop with us again. We care deeply about our customers and enjoy helping people with their skin care needs as we think of our customers as extended family.
Thank you,
Jordan at LovelySkin
Bought Juno Sunday Riley product from them 10 months ago. First few months of use was okay. About 3-6 months in and half way through the bottle the face oil started smelling foul/stale like a cheap grocery oil that's gone bad and stale for years. I paid over $60 for this small bottle of oil. At this price range you have certain expectations of performance and um, not expect it to go bad within a few months of use? EVERY single skincare product I buy I use it for at least 6 months to a year.
When I called customer service they were unwilling to help whatsoever bc it was out of the return window time frame. SUPER unhelpful, SUPER degrading and irresponsible for the expensive products they sell that's clearly gone bad.
DO NOT BUY FROM THEM. I am Korean and have a lot of experiences buying high end products (SKii, IOPE, Sisley, Sulwhasoo)
Overview
Lovely Skin has a rating of 1.9 stars from 103 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Lovely Skin most frequently mention customer service, credit card and return policy. Lovely Skin ranks 1051st among Skin Care sites.
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Hi Suzanne, I apologize that your most recent experience with LovelySkin has left you unsatisfied. In reviewing your email and phone calls, I see that you ordered the Glycolix Elite Facial Cream Fortified. The photos you sent show that you received the Glycolix Elite Facial Cream, the item that was ordered. Please reference your order confirmation email and shipping notification email to confirm that the items ordered, were the items shpiped. If you meant to order a different product, we're more than happy to take the products you purchased back for a return or exchange, as both Ashley and Arica stated during your conversations. Here's a link to our complete return policy for your convenience: https://www.lovelyskin.com/customer-service/return-policy Please contact me if I can be of further assistance.
Sincerely,
Lisa J, Director of Customer Care
402-697-1100