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Reviews (103)
I ordered Skinceuticals "fusion" sunscreen. Through the entire process, not once did anything come up and say out of stock. I purposely checked to make sure I was ordering the "fusion" and not the sheer as I had made that mistake years ago. It did state it would take 1-3 weeks to receive. Surprised 2 days later with a box at my door. And its the wrong product. They switched it to the sheer because the fusion was out of stock. Instead of telling their customers that, they switch out their product. I emailed them and they told me fusion is out of stock and that "I" must have ordered the wrong product. I went to their site again and sure enough, I could order the fusion again with no statement that it was out of stock. I replied that I thought it was a scam and unethical to just switch products and to send me a return label. I've asked twice and have received no label or response. I also left a review and they will not publish it.
Definitely recommend LovelySkin.com to my friends, they pack your order very carefully! Good price, shipped fast. Will order my favorite products again
Thank you for your recent order and your kind review. We appreciate your patronage and hope to always provide you with superior service.
Sincerely,
Lisa Jensen
Director of Customer Care
I ordered a Neocutis product and it doesn't look or apply like the real thing I used to buy from my dermatologist. The color and texture is wrong and it pills on my skin. Yuck.
Hi Vikki! LovelySkin.com is owned and operated by a licensed dermatologist and cosmetic surgeon. 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. WIthout your order number or the exact product name, I'm unable to assist you with your concerns in this reply, however, we certainly want to address your concerns immediately.
Please contact me regarding your product concerns at [email protected] or 402-697-1100. Our customer care team is available Monday - Thursday 9am - 6pm CST, Fridays 9am - 5pm CST and Saturdays 9am - 3pm CST. If you choose to email us, we will be happy to include you in an email with our Neocutis represenative so you can rest assured the product you received is the freshest, authentic Neocutis product available.
SIncerely,
Lisa Jensen
Director of Customer Care, LovelySkin.com
Bought a VERY expensive product ($165). Their ordering system auto filled my info with an old address from 5 years ago. Of course the new owners kept the package and did not return, even tough addressed to me! Anyway, LovelySkin was not lovely at all about crediting me for the error or the fact that I never received the product. There are plenty of other companies out there who treat their customers well, unfortunately this one is not one of them!
Dear Heather,
Thank you for your recent order. I apologize, however, our website is not able to change the shipping address provided at the time the order is placed. As you will notice, the shipping address provided is shown on the order confirmation email you received within 60 seconds of your order being placed. This is provided not only to show a record of your order but also for you to review all information entered when the order was placed. This address is also shown on the shipping confirmation email you received once your order was shipped.
Customers select their shipping address from their stored addresses OR enter a new address during checkout. Is it possible that an old stored address was accidentally selected when the order was placed? I apologize for any inconvenience. However, as stated at the time the order is placed, if for some reason your package is refused or undeliverable, you will be charged a $15.00 undeliverable fee for UPS and USPS packages, as this is what the shipper charges us to return orders to our warehouse that have an incomplete or incorrect shipping address.
Here's a link to our complete shipping policy for your reference:
https://www.lovelyskin.com/customer-service/shipping-policy.
Sincerely, Lisa Jensen
Director of Customer Care
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.
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
One of the poorest customer service experiences I have ever had. I'm a Vice President at our company and I would never offer the poor level of customer service that this company does.
Read very carefully the reviews here detailing the poor experience that many others have had with this company - then think quite carefully before deciding to give LovelySkin your business. It's not worth it. There are other companies with stellar customer service and you will have a much better experience.
I was a Lovely Skin customer for years until they sent me a soon-to-expire NeoCutis product and then tried to blame me for their selling products that expire in less than a year after purchase.
They used to be so good, but as of late, their practices and customer service are absolutely abysmal.
Plenty of other options out there for skin care products, especially for those companies that truly value their long-term customers.
Done with Lovely Skin!
Dear Carly,
We apologize that you received a product that expires in 7/2018. We are happy to accept this item as a return for a refund or ship a replacement of the same item from a different lot. As an authorized reseller of the over 350 brands we offer, we guarantee the freshest authentic products available. We truly value your patronage and hope you will reconsider your decision to shop elsewhere.
Sincerely,
Lisa Jensen
Director of Customer Care
I asked to speak to a manager regarding my incomplete order. I wanted to discuss being charged for a product and not receiving it. At this point, it's no longer about the money or the product. It's about how I was treated. After posting a factual review of this company on Google, I was told: "We are unable to provide any relief for you at this time, especially after you have put a Google review on our site". Really? I don't need "relief". Just customer service!
Dear Quyen,
Thank you for your recent purchase and your email. My name is Lisa Jensen and I am the Director of Customer Care at LovelySkin.com. I apologize that your most recent experience with LovelySkin has left you unsatisfied. We care deeply about our customers but always want to show the customer where the item is on a video of us actually packing the box as that has often met with success in finding a small or hidden item. Since these boxes are tamper-proof, Arica asked if the box seemed to have been disturbed in any way as that would have helped us to understand how the product disappeared, despite clearly having been placed in the box. We enjoy helping people with their skin care needs and consider those who shop with us extended family. I would appreciate it if you could please give me a call on my direct line at 402-697-6563 (and I will try to reach you as well), I’d like the chance to assist you with your concerns. I’m available Monday – Thursday 930am – 6pm CST and Fridays 930am - 5pm CST. Thank you.
Sincerely,
Lisa Jensen
Director of Customer Care
If I could give this company a negative rating, I would. I purchased a product, used it once, then promptly contacted Lovelyskin within the return policy time-frame, 30 days, and requested to return the product. Instead of sending me an RMA, they send me an email which means I have to spend more time trying get my product returned. I take the time to respond to their email then send it but it bounces back. So, I open a new email and enter their email address and resend, another bounce back (all the other emails I sent that day worked fine).
I have a very busy career and do not have a lot of time for personal matters. So, shopping for products has to be easy when purchasing and when returning. Needless to say, an RMA was never sent. Recently, after purchasing additional product from them, while I was on their website, I used their communication tool to tell them what happened, thinking they would honor their policy and process a return. But no, instead a litany of emails between myself and Lindsey and Arica ensue - each of them telling me they cannot return my product (apparently a special directive from their CEO after Arica escalated my request to him) and then directing me to their return policy. Though, they were aware that I timely requested an RMA, they refused to process my refund because they did not get my product product I could not return without the RMA. I think their return process is unnecessarily cumbersome and designed to discourage customers from returning product.
I think it is important to know that I did not ask for my money back, I simply requested a credit because I figured I would buy more product. Since, I had just spent a $140 on a new purchase, after they refused to honor their return policy and process my request, I left them a voicemail telling them I did not want to continue doing business with them and asked them to process a refund and not to ship my recent purchase which had not yet been processed. By the way, I think the original product I purchased and wanted to return was only $40. Today, when I spoke with them to confirm that they had processed my request, I was told they had already shipped my product. How convenient Lovelyskin! What's next? Lovelyskin's policy and customer service speaks of volumes about their integrity as a company. I have no interest in doing business with a company like Lovelyskin. Especially, when there are so many alternatives with much better service and far better policies.
If you are looking for a positive shopping experience, this is not the company for you. I do not recommend this company and will be spending my money elsewhere.
Thank you for your recent purchase and your email. I apologize that your most recent experience with LovelySkin has left you unsatisfied. We care deeply about our customers. When we received your email requesting an exchange, we replied and asked what item you wished to exchange it for. It is necessary for us to know that information in order to create a Return Authorization Number (RMA#). We never received an email response from you. When you contacted us again approximately 80 days later, the 30 day return window had passed, so the item you purchased is no longer eligible for a return or exchange. Each company must set certain policies in order to continue offering a certain level of service, manage costs, resources and more while delicately balancing superior customer service. We apologize for any inconvenience.
Sincerely,
Lisa Jensen
Director of Customer Care
I purchased a cologne that I discovered at the Art of Shaving. The scent was perfect and ONE spray lasted the rest of the evening and the next morning. I bought the exact same cologne at LovelySkin. The scent barely lasts for an hour, even after THREE sprays. I attempted to return the product withing the 30 days but was told NOPE, SO SORRY that product is nonrefundable. I asked for store credit - NOPE, SO SORRY.
Dear Rob,
Thank you for your recent purchase. We apologize that your most recent experience with LovelySkin has left you unsatisfied and we’re sorry to hear that you do not care for the cologne. LovelySkin is an authorized reseller of The Art of Shaving which means we guarantee you will receive the freshest, authentic stock available. Art of Shaving products are marked non-returnable on the product page so that you are aware of this when placing your order. In addition, this is shown in our return policy, which is agreed to at checkout before payment is processed. Here’s a link to the return policy for your convenience: http://www.lovelyskin.com/customer-service/return-policy. I apologize, however we are are not able to offer a return, exchange or store credit for this item.
Thank you,
Lisa Jensen
Director of Customer Care
402-697-1100
I would not use this site based upon poor customer service. They accidentally sent the wrong item and continued to insist via email that I chose the wrong item. I think I know what I use! They offered an exchange at my expense and refused to acknowledge their error making sure to reiterate that the error was mine. I will not use them again.
Hello Elizabeth - Thank you for reaching out to us. I apologize that your most recent experience with LovelySkin has left you unsatisfied. Each company must set certain policies in order to continue offering a certain level of service, manage costs, resources and more while delicately balancing superior customer service. Our return policy, which is agreed to at the time of checkout, states that customers are responsible for return shipping charges unless the return was a result of damage or error. Here is a link to our return policy for your convenience: http://www.lovelyskin.com/customer-service/return-policy.
We are happy to accept this item for return or exchange. Feel free to contact us within 30 days of your purchase and we will send you a return authorization number (RMA) and process your return.
Thanks!
Lisa Jensen
Director of Customer Care
402-697-1100
If I can give this website a zero review, I would! I ordered an expensive skin product from lovely skin, the Eau Thermal Avene Retrinal 0.05, which I am very familiar with and have bought from my dermatologist many times. I opened the box after the 30 day return policy, because I was in the process of finishing another "nighttime" skin product first. After I opened the box last night in an attempt to use this, I realized that the pump did not work at all. I must have pumped it 100 times to no avail, and asked my husband to try it too. This morning, he opened the canister to look inside, and we noticed that there was no tube connected to the pump. Anyway, I called lovely skin to tell them I wanted to exchange the product for a different bottle of Avene Retrinal. This should be no big deal, as I was sent a defective bottle that did not work. The customer service representative, Sabrina, told me that the pump should work if I try pumping it 20-30 times. After I explained to her that I sat there pumping this thing at least 100 times last night, and that I have never had this trouble with the pump before, Sabrina blamed ME for breaking the bottle. Her explanation was that my husband and I broke the bottle, which is an "airless" pump, and that they could not exchange the product because we "broke" it by trying to figure out what was wrong with it. It came broken! What a racket. This philosophy of this store is clearly that the customer is ALWAYS WRONG... STAY AWAY!
Update: It was only after I wrote this review that Lovely Skin begrudgingly offered to exchange the bottle, at my own shipping cost. To avoid the expense of this, and after googling the issue, I was able to fix the problem on my own. Still not going to shop with them!
Hello Mia,
I understand that Lisa, our Director of Customer Service, has been in contact with you and has allowed this item to be returned. Thank you for your patronage.
Sincerely,
The LovelySkin Team
One of the reasons I stopped ordering from them is their less than friendly refund policy. If you open the bottle and have a reaction, you are stuck with it. After a couple times being burned with that, I stopped shopping and went to the DERM STORE. I can say I do like the samples they send out, but other than that it would take a revamp of their refund policy to get me back.
Hello Barbara,
I apologize that your most recent experience with LovelySkin has left you unsatisfied. We care deeply about our customers. We enjoy helping people with their skin care needs and consider those who shop with us extended family.
Each company must set certain policies in order to continue offering a certain level of service, manage costs, resources and more while delicately balancing superior customer service. As agreed to at the time the order was placed, we accept returns or exchanges within 30 days of the date of purchase. The item you wished to return was ordered outside of the return policy, so it wasn’t eligible for return or exchange. Here’s a link to our return policy for your convenience: http://www.lovelyskin.com/customer-service/return-policy
We offer free shipping with EVERY purchase, rewards points, sales, gifts with purchase and more. We value your patronage and hope you will reconsider shopping with us.
Sincerely,
Lisa Jensen
Director of Customer Care
402.697.1100
I have been ordering all my physician strength skin care products from them for over a year( Neocutis, PCA, Oxygenetix etc). I have been so happy, and they definitely beat my doctors pricing. I was concerned that the products may be fakes, but many of the brands websites say Lovelyskin.com is an authorized dealer( if that helps). I have not made any returns(1 product I should have) so I can not speak on that aspect, but very happy with authentic products at better prices.
Dear Lisa,
Thank you for your recent order and your kind review. LovelySkin.com is owned and operated by a licensed dermatologist and cosmetic surgeon. 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. We appreciate your patronage and hope to always provide you with superior service.
Sincerely,
Lisa Jensen
Director of Customer Care
I ordered the Dermesse cleanser gel. BEWARE... it is not authentic. It burned my eyes and caused skin breakout. I have been using this cleanser for over 5 years and have always bought it from my dermatologist or the Dermesse website. First time ordering it from Lovely Skin and it is not the real thing! DO NOT ORDER FROM LOVELY SKIN!
Hello A c.,
I apologize that your most recent experience with LovelySkin has left you unsatisfied. If you contact Dermesse directly, they will confirm that we are indeed an authorized reseller of their brand. In addition, LovelySkin.com is owned and operated by a licensed dermatologist and cosmetic surgeon. 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. We are happy to help you with your cleanser. Please contact our Customer Care team at 402-697-1100 or by email at [email protected] so we can assist you with this matter.
Thank you,
Marie with LovelySkin
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
The dermesse cleanser gel that received from Lovely Skin appears to be fake. The one we use from the dr. Does not burn our eyes or make our faces break out. I learned my lesson and will only buy from the dr from now on.
Hi Mark,
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 Dermesse 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 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
Outstanding Overall Experience! I was so impressed with Lovely Skin! I am a very happy customer! Products arrived very timely, packaged nicely, exactly as ordered. I have no issues with any of the products or the expiration date. Appreciated the feel of a personal touch with the email follow up from the Director of Customer Care. I will order from Lovely Skin again and tell all my friends!.
Dear Diane,
Thank you for your recent order and your kind review. We appreciate your patronage and hope to always provide you with superior service. We care deeply about our customers. We enjoy helping people with their skin care needs and consider those who shop with us extended family.
Sincerely,
Lisa Jensen
Director of Customer Care
Hi Sharon,, We apologize that you recent experience left you unsatisfied. We care deeply about our customers and apologize for any confusion regarding your recent order. According to our records, the SkinCeuticals Physical Fusion SPF you are referring to has been on manufacturer backorder since fall 2017. As such, that product page was removed from our website in October and it was just added back to our website on Friday, March 9, two days after your order was placed on 3/7/18. Therefore it was impossible for orders to be placed for the SkinCeuticals Physical Fusion SPF until Friday, March 9. As shown on your order confirmation as well as your shipping confirmation emails, the product you selected was the SkinCeuticals Sheer Physical UV Defense SPF. The item we shipped was the item you ordered online. We are happy to accept a return of the SkinCeuticals Sheer SPF within 30 days of the purchase date for a full refund. As stated in our return policy and agreed to at checkout, the cost of shipping on returns it the responsibility of the customer.
Is it possible that you have us confused with a different website? I ask because if an item is on backorder, we don't quote "1-3 weeks" for arrival dates. When we accept backorders on a product, we quote either the month the item will arrive (I. E. March) or the week it will arrive (i. E. Ships week of 3/12/18)
With regards to the product reviews, we are happy to accept all reviews as long as they are within our review guidelines (relates to product, no proanity, etc). According to our content team, we have not received a product review from you. In order to submit a product review, you must first log into our website with your email and password. Reviews can only be written for products that have been purchased from LovelySkin. Once a review is received, please allow 5-7 business days for it to be posted. Here's a link to our complete policy about customer reviews for your convenience: https://www.lovelyskin.com/customer-service/reviews.
We apologize for any inconvenience and appreciate your understanding. Please contact me directly at 402-697-6563 if you need further assistance.
Sincerely,
Lisa Jensen
Director of Customer Care