ComplaintsforClarins USA

• Initial Complaint

  10/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Inflamed skin around the eye area, as far up as brow bone and as low as cheek bone. Skin started to burn within 10 minutes of applying product. I have given this product a few chances, thinking it was possibly an ingredient reaction to residue of something on my face, or a very sensitive skin day. Ive even tried taking antihistamines prior to application to assist with any skin inflammation. Each time has resulted in the same result. I have attached pictures below where you can see how bad my eyes have gotten, first one is useage of the product for 3 nights in a row. I worked for Clarins in ******* for years and have rarely used any other skincare brand, Ive never had an issue with Clarins products other than the energizing body gel (because the caffeine and ******* sensation was irritating on my skin, and then touched my face with residue of this item on my fingers, which was a disaster.) Typically someone would stop using a product on the initial situation of skin reacting, but I am that loyal to Clarins I tried it a handful of times in the hopes each reaction was a one off. I cant justify $83 for a product that has resulted in me with such aggravated skin inflammation. Ive never complained about a product ever but I cannot justify this item.Ive had to excuse myself from work meetings due to how embarrassing the skin inflammation has gotten after usage. Its resulted in me being extremely insecure of my skin any time Ive used this product, and having to explain to anyone who sees me that I had a product reaction. Makeup being put over this reaction when it happens isnt possible. I cant find words to describe it other than a strong burning sensation around the skin, and burning sensation that seeps into my eyes itself when I close my eyes. I dont know if the product burning my eyes has resulted in my eyesight being affected but I can certainly see that being the case. Clarins have since ignored all email correspondence and not followed up with me.

  Business response

  11/06/2024

  Dear BBB,

  Clarins is committed to resolving this case. We thank *** ******* for reporting her reaction. Our ************* Team has been awaiting receipt of the product in question so that we may issue a refund. The team has sent ********** a few prepaid *** labels so that she may return the product at no additional cost to her (see attached documents). The tracking numbers of the labels have been checked several times  and there has not been any movement on them. *** ******* provided some additional information that her package was returned with *** 10/11 via *** ************. She did not provide any tracking details and we have not received the package. We will reach out to both *** locations in ************ to see if wither has the package.

  Thank you for your assistance in resolving this case,

  The ************* Team

   

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Ive sent multiple emails showing that I returned this item and told the company their incorrect *** label that they gave me is not my issue. I worked under their direction and did everything asked. **************** keep pushing back on the return of this item. I did as asked but this complaint is surrounding the denial of care for my reported damage due to this item.  More to the point, I was asked to fill out a massive cosmetology report form and was told someone would be in contact with me with regards to my reaction and skin damage and nobody has done. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

  Business response

  11/08/2024

  Dear BBB,

  Please note that a credit was issued to the credit card used to make the purchase on 11/7/2024. The client was contacted via phone and email. We would like to continue our investigation and invite the customer to reach back out so we can ensure investigation is completed.

   

  Thank you,

  The ************* Team

• Initial Complaint

  01/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order with ClarinsUSA on January 19th. It still has not shipped. I have contacted them 3 times and asked for the order to be canceled. The first time I requested this, I got an email the same day saying their shipping had been delayed and it would ship in a couple of days. So I know it had not been shipped and could still be canceled. Then a day later they responded by saying they will check with their warehouse to see if it had been shipped. It had not been shipped and it still hasnt. They will not answer me, they will not call me nor will they refund my money. I just want this canceled and my money returned.

  Customer response

  02/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩