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Lovely Skin has a rating of 1.7 stars from 104 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Lovely Skin most frequently mention customer service, credit card, and return policy problems. Lovely Skin ranks 1156th among Skin Care sites.
This company responds to reviews on average within 24 hours
I am shocked by the poor reviews. Customer service was helpful. Packages come quickly so far & I get Skinmedica & other med grade sent monthly for about year now. I spend literally thousands here. And the rewards points program is great. I hope to keep having great experiences.
I've been a loyal customer for years with lovely skin. They were offering a promotion buy a full size Elta md sunblock receive a trial size for free. Anyway this free travel size product is expiring in two months. So you're trying to get rid of this expiring product so you're offering it for free to your customers with a full purchase? Basically this sunblock is useless as a free gift considering its expiring in two weeks considering this promotion was running end of August and i purchased this product at that time. Beware of lovely skin offering these promotions and free trial size anything or free anything because the item that you're receiving is most likely expired or expiring! If I didn't read the expiration date my skin would be damaged and not protected. Check your products you purchase from this company! The trust is broken for me. For a reputable company offering free products that's expiring how awful. Now I'm wondering if the free samples they offer to their customers are expired?! Do better lovely skin. I'm highly disappointed! I never received anything saying this free item will be expired. Are you kidding me? Why would you give anything for free to anyone if it's going to be expired in two months? Updated review this is the response I get from this company after being a customer for years bravo! Untruthful? Closed account. Thank you I will take my hard earned money elsewhere and so should everyone else. Unprofessional They should be ashamed of themselves for being doctors sending free things to people that will be expiring in two months! Or have any products in their warehouse that's expiring in two months after offering it for free! What a joke this company is I will make sure to let everyone know about this "Thank you for your call today. As seen on the picture provided, we were very upfront on this promotion that this product had a limited time till sell-by date. We are happy that we could provide this to our loyal customers as it was a free, $35 product that would have otherwise been unable to give joy and allow customers to experience this great product. As provided for you today when this promotion was available, we clearly noted in our promotion email the expiration date of this item is in 10/2024. This was also displayed in the shopping cart throughout the checkout process and read "Free $35 EltaMD Full-Size UV Sheer Broad-Spectrum SPF 50+ (Expires October 2024.) We also updated the banner on the EltaMD brand page to also note the expiration date. We do all we can to provide accurate information any time an item being offered has a shorter expiration date than at least 6 months out. It is not common, though sometimes this is the best date available from the manufacturer. We can assure you that unless otherwise noted, you will receive the longest expiration date on your products as they arrive to us directly from the manufacturer. 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. As you mentioned, you have been shopping with us for some time, since 2013 actually. It is unfortunate that you chose to put an untruthful review and statement on SiteJabber and we suggest you shop elsewhere in the future if this is the way you feel about us. We have put a hold on any samples sent to you and closed your account. Our best wishes to you in the future. Thank you. Sincerely, LovelySkin Customer Care Beware of this company with your skincare! I've never checked the products expiration until today. Shame on me because I trusted this company. Bring your hard earned money elsewhere.
Unfortunately, I have to rate this 1 star. The star is for the stores return policy. 3 ITEMS per year. Not orders but items. Which means if you bought 1 order of 4 items and need to return for any reason, you are stuck with that item wether you like it or not. That doesn't include ANY other other items you buy for an ENTIRE YEAR.
I tried customer service chat to see if they could right the issue. No dice. Kind of terrible that during COVID-19 when we are told to shelter in place (California) and stores are closed, that we have stores like this not being very understanding. Especially when there are TONS of other options in beauty out there. Be Careful.
I've been purchasing from LS for a few years with no issue. My most recent experience is my last.
I purchased a Dermalogica microfoliant along with a few other products. Upon opening the shipping materials, I noticed that the hologram/seal on the Dermalogica product was broken. You know the one that indicates its a new product? And if the seal is broken it means it's already been opened and therefore not new?
I contacted Customer Service and they referred me to the Dermalogica rep who could only confirm for me that LS is an authorized Dermalogica retailer. A useless response. So, yeah, Lovely Skin sold me a used product and wouldn't exchange it. That's disgusting on so many levels.
I have make a $2xx of varies hair and skincare products from this website. One of them is nothing like the site described. That is a color corrector ( 4 colors)that turns out to be just@ "white". I asked for refund and the representative insisted client must pay for return shipping without asking for reason. But the site clearly state as follow:
" Please note, the cost of return shipping may be deducted from your refund depending on the reason for the return. "
Do Not Buy from this Site. Big Scam!
I love this website so much. I'm not really sure what anyone else is talking about regarding customer service -- I've called them numerous times and they've always provided amazing recommendations and explained any questions I had about coupon codes or samples. The prices are the best and most of my orders ship to me in 2-3 days. I order from them at LEAST once a month and recommend them to absolutely anyone and everyone! Way better than Dermstore or SkinCareRx (which has absolutely horrendous customer service). Plus, you can't beat free shipping. FIVE STARS ALL AROUND!
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.
This review is not about the product, it's about LovelySkin. They don't care about their customers. They twice told me my credit card was declined, the reason I hadn't received my product. NOT the case. It's an Amex and I use it regularly without an issue. When I told them, via Chat, it couldn't have been declined and reentered the information incase that was the issue. They said it was declined again. Then they said oops our error, we didn't try to reenter it. The point... they couldn't have cared less, I would take my business elsewhere. I see from the BBB they have other complaines. Stay away from this company, they don't care about their customers.
Dear Cindy,
We apologize for the frustration that your credit card was declined for your order. While we are not provided the reason the card would not process, as provided to you in our online chat with you, and our follow up email, we would have loved to help with this, though your preference was to cancel your order in lieu of allowing us to help. If you should change your mind, and like for us to help as previously offered, please let us know and we can reach out to you. Alternatively, we are available via phone at 402-697-1100 M-F 9a-5p and Live Chat M-F 9a-5p CT and Saturdays 9a-3p CT or you can email us at customercare@lovelyskin.com. We reply to all emails within 24 hours.
Thank you,
LovelySkin Customer Care
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!
I am writing and excellent review as I have been a faithful customer for fifteen years. I have never had a problem with the products or service or delivery. I use skinceutical products and order every three months. Never had a problem with ordering, nor authenticity or delivery. Always packed very securely to make sure I receive the products unharmed. So in closing, I ususally do not respond to negative reviews, but on this what I have been reading, I have to support Lovely Skin and this awesome company it is.
Products used:
skin scueticals
This use to be the only store I would buy my skin care from for many years. Former excellent policies and fast shipping. They have gone CHEAP with shipping now to cut their costs. Sometimes taking 2 weeks to receive. They use to send UPS 2day ground, now it all goes USPS, EVEN when the carrier is UPS, it goes surepost. (CHEAP) Which I have to drive to pick up package. No sense in using them now, not when I spend hundreds per purchase. Will shop elsewhere.
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.
FINALLY A COMPANY WHO LISTENS AND CARES!
I did have an issue with this company LOVELY SKIN
It was in regards to sending back an order.
I received a email regarding my issue and a personal phone call from Julia who made things right!
Finally, a company that actually cares and listens. It This means the world to me.
Thank you
A very Happy customer.
Laurie N
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.
Tip for consumers:
Trust me, you will have issues with your order. Don't waste your time trying to work with customer service. you'll lose.
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.
I purchased a Babor product from this dealer. There was a problem in the transit of the product. The dealer responded quickly my complaint and cleared up a misunderstanding with the packaging.
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
Gain trust and grow your business with customer reviews.
Visit LovelySkin for the best skin care brands like Obagi?, SkinMedica?, SkinCeuticals?, jane iredale? & more. Authentic products, free shipping & free samples.
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