Murad

Better to purchase at a retailer in person. I ordered the infusion oil from murad.com and another product and used a $50 off coupon. The infusion oil did not work with my skin and made me break out. I contacted customer service to setup a return - I have to pay for the return shipping/insurance and they applied the coupon to that product only so I'm now paying full price for the product I am keeping because the oil was the cheaper of the two. All I got from customer service is an apology for the inconvenience - I'll take my customer loyalty elsewhere.

Absolute worst customer service I've ever dealt with, and I've been in the CS field my
Whole life. Ordered on a Friday afternoon, still hadn't received any information on shipping by Tuesday night. I chatted with a live agent, took forever for them to pull up my information, when they did they gave me the same excuse that they seem to give everyone, "oh I'm sorry the item you purchased has been back ordered for the past few weeks and just came back into stock so we will fullfill your order in the next few days and you will receive the email at the end of the week". Well that's complete bull$#*!, I was never notified on the website or through email that this product was not in stock. The website says it takes 1-2 days to process the order then 3-5 days to get it shipped. Okay perfect timing for when I needed the product for. Well the agent told me "sometimes those types of emails are blocked by your email and won't be in your spam folder" what kind of bull excuse is that? So they offered me 350 bonus points for this inconvenience, i don't want points that I'll never use because I will NEVER buy another thing from this website, I want the damn order I paid for. When I asked to cancel the order the agent said their system does not allow them to cancel an order once it is placed. Well my order better be delivered soon or they are gunna be getting a phone call from every phone I can get my hands on to raise hell. I don't even want to buy from other stores that carry these products cause I don't even want to support this business who absolutely could care less about the customers.

For 2 days I have been trying to place an order online with Murad. The website gets stuck saying loading, but will not proceed forward for me to place my order. I have been using these products for several years now. Called customer service today, tried placing my order as listed in my cart & was 1st told supervisor approval was needed. Secondly, I'm told I don't qualify for a free gift, even though my cart says otherwise. So I ask the rep, can you talk to your supervisor again, and he denies my request and tells me no. So I told him, I know this is not your fault, but he still offered no additional solution, just said he can't place my order. I get it, I was only trying to spend $115 dollars & apparently a compromise, with me as a buyer, is not worth the extra step or his time. What is $115 not spent, nothing to this company. But, I will not continue to use their products and I will make sure to share my negative experience on FB, other social media platforms, etc. Hope others will read my comments and choose another company to purchase from, Good bye Murad!

I called to return the foaming cleanser that feels filmy and does not cleanly wash off. Took literally 6 repeats to get my email right to look up the account. Prior to that my name, address or order number didn't work for the lookup. I took it up further and received a form letter back. There are too many brands out there to put up with this horrible service. I will return the entire package, not just the wash. And use something else. The product is not that great to put up with this lousy treatment.

I've been a longtime Murad customer and never had to contact customer service until today. I placed an order online but made an error. Called customer service immediately to cancel it but they said they couldn't see my order yet in their system and to call back in 2 or 3 hours, maybe my order would be visible then and they would do what they could to help me.
About a minute later I started an online chat with customer service and that representative was able to see my order - so they lied to me on the phone. He said they can't cancel orders once placed, which is pathetic enough for a company like this, but it was more upsetting to know they lied outright to get me off the phone.

I saw an ad on FB to try the Brightening Trio for $39.99. Checked email and saw that the order came to $193.85 - they added on two products and charged me $99.99 for the Brightening Trio. Called them immediately and was told they couldn't cancel the order because it wasn't in the "system" yet. Told me to call back 24 hours later. I called the next morning at 9 a.m. Pacific Time and was told order processed - too late to cancel but yet it wasn't even processed by my bank yet. Called bank to put a hold on the funds. Terrible CS in asia.

DO NOT ORDER FROM MURAD'S WEBSITE.

I placed an order on March 14,2019. Although it's still currently showing as "pending" on my Paypal, they automatically pulled my money from my bank account on the day that I placed the order. I e-mailed twice, asking for shipping information or order status, and I got the same answer saying the product I order just came back in stock and they'll send it out soon. It sounded too fishy so I called customer service. I luckily got someone on the phone within 5 minutes (probably because I called right when they opened their lines) and the man on the phone told me that what I ordered was discontinued. WTF?! He just kept saying "I'm so sorry", and I'm waiting for him to propose a solution on a refund and he didn't so I had to ask "So I can get a full refund, correct?". He says once my order is cancelled, then my money that I was charged will go back into my bank account and it'll take "a couple of days". We'll just f*cking see about that. If I don't get a refund, I will be raising hell. Hopefully Paypal will help me with this case. DO NOT SHOP FROM THE WEBSITE! I should've read reviews here first, seeing that a LOT of people went through the same thing, but I naively thought that it would be legit since it's their official website. MISTAKE INDEED.

I love murad products and they have worked miracles for my skin.

But buy your products from sephora or a trusted retailer, not from murad.com. The customer service at murad.com is absolutely terrible. If you order from them you need to just cross your fingers and pray for a miracle because you are probably not going to get what you ordered. Dealing with their customer service is absolutely awful. These people are just rude and could care less about helping you. You can hear in their voices that they absolutely hate their lives and they hate their jobs. Its definitely the worst customer service in the industry. I won't be returning to purchase anything from them again. Just buy your products from Sephora or Ulta and save yourself the heartache. These people really do not care about you. They don't want to help you. They are so mean. They have literally just flat out yelled at me on the phone before. Given you that fake nice voice in a high pitch "oh, we are so so sorry." blah blah. It's just a terrible company.

Do not shop on murad.com

Bought the trial 30 day supply as a gift and was shocked to see a charge for a 90 day supply the following month. Horrible service response indicated that I was to blame, although I never "checked the box" that agreed to a subscription. They make undoing their own dishonest charge as difficult as possible. If the product were as great as advertised, they wouldn't need to resort to unethical business practices to keep shipping. BEWARE.

Ordered product got rma# to send back. A month later still havent got almost 200$. Was told to send bank statement showing I didnt get refund. I call again because I still didnt get refund and now they say I never was charged for there product that I need to send bank statement where they charged me. Dont buy from this company. I was nice each time even guy thank me foe being nice but today he was rude and said they cant refund me money I didnt pay

I have been using Murad for over 15 years now. I always bought the product from Ulta or Sephora. I decided to try to go to website to have the product mailed to me, thinking it would be best to go direct. Murad proved this logic to be wrong!
The problem with the 90 day subscription is that they send the product and bill after (creating a mess.) I thought it would be no problem having my account on auto-draft until my card was compromised in February. I called Murad to give them a new card number and March and asked them to charge me February and March and they said it would come out. I didn't follow up on my bank statement as I am super busy with working all the time. Then, in April, I called Murad to cancel the 90 day thing because I wanted to switch my regimen and get full sized products. I asked the lady over the phone if I was done paying and I was in the clear, and she said yes! Then in June, I look at my mail and have a collections notice. Very shocking to someone that has great credit and likes to be on-time with everything! In a nut shell, this whole experience has discouraged me from ever using Murad again for the full fact that the experience has been less than satisfactory and no one at Murad would own up to the fault in their communication. I am very disappointed in this brand and how they have handled the situation. DO NOT GET THESE 90 DAY PRODUCTS! I SAW A REVIEW SIMILAR AND THOUGHT I WOULDNT BE AFFECTED AND I WAS! :(