Shu Uemura USA

I ordered the Ultime8 450ml cleansing oil during what was clearly advertised as a promotion: buy the jumbo size, get a 150ml free. There was no promo code visible, so I followed up immediately after placing my order to confirm the promotion would be honored. Despite this, Shu Uemura refused to include the promised free item and instead kept asking me to prove the promotion existed — even though it was on their own site. They then offered a return, but do not cover return shipping, meaning I'd be paying more just to fix their mistake. Really disappointing experience. I expected more transparency and better customer care from a premium brand. I won't be shopping here again unless they fix this.

Customer service at this company is very poor to unacceptable—advise to buy Shu Uemura products elsewhere. I made an order a month ago and never received it. The package was shipped by UPS but never delivered, as can be verified by UPS tracking. The company has refused to either refund or replace the items in the order. Although the first agent I dealt with said they would do so as a courtesy-that has never happened. Now I am told that they have to make sure that the package really is lost, and their agent has implied that if that is the case the loss will be mine.

I returned an online purchase at this company. They said they refunded me but they never did. I had to contact PayPal and get them involved. I thought I would give them a second chance and ordered something recently and now its been several days and it no shipping information. The customer service representatives I have spoken to have not been helpful.

Purchased 5 items and attempted to return to the return address provided, including the form that you have to manually fill out with excessive amount of information. Also emailed them to ask them for return permission since there wasn't much guidance included on the blank paper form included in each order. Email associated asked me for: photo, serial number, order number, article number, photo of the product, address, buyer contact info, etc. Whatever happened to doing some searching using 1 order # on their end? Well. I used my own money to ship back the rash-inducing products and now the package is being returned due to 'insufficient address' - which was what was provided on their official website. Their formulas have changed and are completely different from the products you buy directly in Tokyo, Japan. Double thumbs down. If you need to buy any of their products, go thru another reputable retailer (Macy's/Nordstroms/Sephora).

Shu Uemura products are very high quality. This review is for the poor online shopping experience and terrible customer service. The advertise a toll-free telephone number which is only answered Mon-Fri 9-5 but the customer service rep is inept at handling any issues. They claim to have an email address which is answered 24/7 but after 3 weeks, I have still have not received a reply. I wish I had read these reviews before purchasing from them. This website should be reported to the BBB.

The company has good products. But they have the absolute worst customer service ever. No one answers the phone during business hours, which is 9am-5pm (EST). No one answers their emails, even though they promise to reply within 48-72 hours. Don't shop with them online. You will never get any assistance! God forbid you make a mistake placing an order, NO ONE cares or bothers to assist. I keyed in my zip code wrong by one digit. Trying to get that fixed has been a nightmare and I don't know if I will ever get my order. The absolute worst experience from an online store EVER! Buyer beware!

This will be my 2nd time ordering online from Shu Uemura. The first time took more than a month for delivery. And I had to call them to check the status because they won't send you email if the order was delay or whatever. No status. On 9/11/19, I thought give it another try. After a week, I don't see any email update. So I called and the rep told me the order was cancelled due to some problem. Therefore, I do not think I will ever order online from them anymore.

Received private sales offering from Shuuemura-usa for 20% off. Wouldn't work. Commerce gave me another code for 20% off. Didn't work. Promo said the discount was "sitewide." Ecommerce after many different stories finally said it only applied to beauty products -- which meant it was not sitewide. They, after many calls, came up with the story that hair products was a different site. However, if you go to shuuemura-usa, you can then click on hair products. False advertising and extremely poor customer service. Not ordering from them.

They have terrible customer service (false promotions) and a terrible return policy (you pay for shipping and sometimes you may or may not get the refund back. Consistent reviewers have noted this.

I tried to use the HELLOMAY promotion without success. Also, I wanted to return my recently purchased product so that I could then reorder it with the promotion. Places like sephora will just credit the difference with the promotion so you don't have to go through the hassle of returning etc. However, not only do they NOT do that, but they expect you to pay for return shipping. DO NOT PURCHASE FROM THEM!

I've got as a present a mosturizing cream. I will buy it again. The face is smooth and refreshed. Loved the cosmetics you sell.