Activeskin

Lynda Walsh 3 months ago

I’ve been a long-term Active Skin customer and this is the first time I’ve had an issue, but unfortunately the customer service experience has been extremely disappointing. I received two Murad products that appeared faulty. One arrived with the lid not properly sealed, raising concerns that it may have been opened or tampered with, and the serum dispenser barely worked, dispensing product only occasionally. I provided photos, batch numbers and all requested information immediately. Despite reporting the issue on 27 May and following up multiple times, a week later I still have no resolution and was told the supplier may need to investigate. In the meantime, I have been forced to open the serum and use a cotton tip to access the product. I understand businesses need processes for faulty products, but customers should not be left waiting for a supplier investigation before receiving a reasonable solution. For a premium skincare purchase, I expected a much better level of service. It’s disappointing because I’ve previously had positive experiences with Active Skin, but this experience has made me reconsider purchasing from them in the future.

Stephanie Risteski 3 months ago

Absolutely unacceptable experience. I purchased a red light LED mask from this company for over $400 and requested a return the very next day for personal reasons. The product was NEVER opened, NEVER used, and was returned in the exact same condition I received it in. I even paid an additional $20 out of my own pocket to return it. Instead of handling this professionally, the company accused me of opening and using the product without any proof. Not one image was sent during this while process!! Then, when I raised concerns that perhaps the item may have already been used before I received it, they claimed they conducted an “investigation” but could provide no real outcome, explanation, or resolution. The entire process dragged on for weeks with slow responses, poor communication, and zero accountability. I constantly had to follow up myself just to get updates. In the end, they refused to refund me and are now sending the product back to me after all this stress and wasted time. For a company selling products at this price point, the customer service is shocking. I am now left out of pocket hundreds of dollars for a product I never even opened or used. Extremely disappointing a

Anne Wilkin 4 months ago

I recently purchased an Omnilux mask, I chose this supplier purely because the website said "free gift with purchase". I looked all over the website and all I could find about the free gift was that they have made the decision to reduce the number of sample sachets for environmental reasons but that "the abundance of generously sized gifts with purchase available give you a bonus to enjoy". So I was excited to see what I got. I was sad to receive my purchase and find one tiny sachet (that the website indicated they were not giving out). No generously sized gift. I didn't expect full products but when you are spending $430 and the listing includes a gift, it would be nice to get something more than what I did. I did email and enquire but the response was a link to the website that seems to support that I should have received something more. Just leaving a review to share my experience

Leonie Mee 6 months ago

I always have a positive experience when shopping online for my beauty products with Activeskin. They have a good range of top end products that you cannot purchase elsewhere. I recently had an issue with viewing my past orders on my account and they sorted the issue out promptly. I look forward to the little treat that's included inside my parcel when it arrives as well as the free samples :)

Dana Tran 6 months ago

I have purchased regularly from Activeskin over the years and never had any problem with my orders. I appreciate how Hannah reached out to me on a recent order to explain the delay for my purchase. I was happy to wait, with the order being dispatched soon after wards. That is excellent customer service, to contact me and provide me with an update on my purchase.