Adorebeauty Reviews 285

I have ordered from Adore a few times without any problems but when I placed my latest order I accidentally entered the wrong delivery address. The only way to contact the courier was through live chat and they told me that they couldn't do anything without the authorisation of the sender. I contacted Adore and actually got to speak to a real person and explained the situation. They told me that they would contact the carrier. Today I received a message from the courier saying my parcel was due to be delivered at the wrong address. I cannot contact either Adore or the courier so that is $130 down the drain.

I have tried on a few occasions to order items on sale, and the site has come up with an error message or the price has changed once it was in my cart to buy. I have reached out to support to find them unhelpful and denial in the glitches of their website. I am sure they have missed out on hundreds of dollars due to the glitches, they certainly are not interested even though there were screen shots of the errors etc.. I missed out on items and I refuse to pay full price due to their errors, will purchase somewhere else if they cannot be bothered supporting their loyal clients

I feel torn inside to give 2 stars negative review. Out of all beauty skincare retailers, adore is my favourite, I am high leavel customer of mecca and sephora too though. I at peak used to have 3 accounts with adore , order for friends and aunties too, now just have the one account for myself. Thousands and thousands and thousands spent even before adore has a reward system.

As adore grew, I feel like the quality customer service has declined. Maybe because of change of direction, maybe simply just because not enough of staff to attend needs.

For whatever enquiries submitted via online chat, it takes at least 4/5 business days to hear from someone, sometimes not even a response or a very "template generated" version of one fit all answer. Calling is even more hopeless.forever no one answering. It is either voice mail for the entire day or go ringing and ringing until it rings out.

It is pretty much like if you are lucky you get through to someone eventually, and it is luckier if you get to talk to someone who is able to put themselves in customer's shoes to understand and listen.

Unlike in the past, personalised/customer centred service has become a luxury and hard to get from adore. What makes you special in the past , adore, the one thing you used to stand out to attract us is no longer there.

I recently reached out to adore to discuss my rewards in the account. Customer service was cold and could not get rid of me quick enough. Apart from saying sorry , she was not interested in listening what I have to say.

I have placed so many orders in the last 2 months in a way I have received 8 or 9 of those $20 rewards. Too many for me to go through them all in a short window of time. Everything expires in month apart from each other.

I understand terms and conditions, not stacking them on one order, not on sales item, not on excluded item, not in conjunction with other code...etc. ok, I respected that, I am not asking exemptions here.

What really irritates me the most is that, adore makes it so impossible even i want to make several separate orders, because adore charge you almost $10 of postage for order under$75.

So, by placing several orders for the purpose of consuming all rewards, half of total value of my rewards go to the so-called shipping cost if every order doesnt reach $75 mark.

Ofcourse, you might say you could order product worth $75 or more.

Yes, i could. But then I will be doing exactly what adore wants me to do, spend even more to use those rewards. Adore, I have already spent more in the first place, that's why I earned those rewards.

Adore, what you at least can do is to lower the minimum spent for free shipping.

Well well well...what a "clever system" you have there, not for the benefit of its customer.
Adore, since when you have become money hunger bushiness.

I’ve used Adore Beauty for the best part of 10 years and have always been happy with the consistent quality of my products and fast shipping. The Tim tam with every order has always been a nice touch but now that I have two little ones in tow they fight me for it haha.

Very disappointed today when I went into store to purchase a product advertised at 20% off, to find that offer was online only (not specified on website) and then to be told that the discount will apply in store tomorrow. Needed the product so bought. I was offered to return tomorrow to purchase - will think twice before visiting Adore Beauty Broadway again.

Super fast postage less than 24 hours from Melbourne to Brisbane. Great products and great customer service

Like others are saying, the dispatch and delivery times are now terrible. It’s very disappointing, after being a customer for a few years, to see standards drop so badly. Was offered a refund due to my order still awaiting pickup since 22/04. Ordered for the final time.

I was going to go and buy some products from this company, and after reading the awful reviews I won't bother thank you...It's sad that so many good businesses are going out of business because they are clearly NOT LISTENING to customers..also I was put off when I went to the web site and it said $20 off first order, so I clicked on it, you got my email and then the lie, no $20 off unless I purchase $250 what a crock of rubbish...I don't like this lying click bait...Lift your game or loose your business that once sounded wonderful...Sorry I don't understand this type of business ethics....

Would recommend. Never ever had an issue and have ordered several times. Competitive pricing and shipped in good time. Will continue to buy from them!

I've just placed my very last order with Adore beauty. Pretty sad break up really after so many years.
The delivery process was always so smooth and now since the changes a while back its appalling. So unreliable. This delivery will be at least a week, if/ when it arrives. I can purchase items from overseas and get them here quicker, Maybe Adore beauty changed distribution to save some coin, but I can see from the other reviews seems a common theme everyone is experiencing the same frustration. Meanwhile I am off to go and purchase some last minute substitute items for my trip that should have already been here. Did I mention I am consistently a Level 3 Adore rewards member, guess all that doesn't matter.

Been with AB for over 10 years and my gosh how far it has fallen from the powerhouse it used to be. Like with any company that goes public, it went from 100 to 0 real quick. 5 years, or even 3 years ago, still would have given them 5 stars but I'm struggling to understand what value they provide to me anymore for my continued loyalty.

Used to be my #1 go-to for all my beauty and skincare products but now I find myself buying less and less over time because of all the changes it's made in the last 2 years. Instead of getting all my products at AB, I now might get one or two things and buy the rest from other retailers.

The $20 "reward" for every $250 spent system is pretty useless when you can't even use them on sale items. I've now had 2 x $20 rewards go to waste because I couldn't use them on products I usually buy because they hold such frequent sales now. You can't stack reward codes either anymore.

Express postage used to be a real deal-maker for me, but what's the point of express when despatch takes 4-5 business days? The last 3 consecutive orders I made, it took nearly week and a half to receive, not because of the courier, but because of the delay in despatch.

You can't chat with a real human anymore on their chats, it's just an unhelpful AI bot. Never have I had to email AB so many times for issues in the last year and though the people who work there are so lovely, it's always the same line "this is not the experience we aim to provide", it just sounds so scripted every time.

The GWP's are so boring and repetitive now, received the same gwp's over and over that I won't try to spend more just to get them.

I visited their new store recently and I can't understand what the purpose of the brick and mortar stores were. The girls were amazing there but that's about it..there's nothing they can offer in store that I couldn't easily get from another retailer store in the same vicinity.

There's alot more I could write but I believe anyone who has been with AB for a lengthy time already knows.

I'd now rate AB 1 star but I give them 2 stars bc I still find the people who work there, in store and online extremely lovely and friendly and it's not them who I have an issue with- it's management and corporate who have clearly lost sight of why customers loved AB to begin with and why so many of us were loyal through the years.

Instead of continuing and bettering what made them stand out in the beauty market, they're bowing down to their shareholder overlords.

Unless they make some changes, I don't see any incentive for me to continue purchasing from them the way I used to.

The only reason there two stars for this experience is because of the appaling delivery company.
I placed my order and i was unable to track it. When I received notification it would be delivered better 1pm to 3pm on Wed 25th March, I made sure someone was at home. I then got a txt notification saying it was unable to be delivered. I checked my security camera for the entire day and there was no delivery van at any time. I then was told, via txt again, to "hold tight" and they'd tell me where to pick it up from. No idea where my package was because the tracking number was not working for me.
On Thurs 26th the exact same situation occurred.Again, no delivery van. I got a notification late in the afternoon saying it was at a chemist 18km away from my house! Honestly??
I paid for postage and delivery to my home address and NO attempt was made to delivery it me and yet I had to go and pick it up? With petrol prices being so expensive, this is a completely inappropriate expectation to place upon your customers. Change your delivery company Adore Beauty!
Please don't tell me that it is the issue for the delivery company to resolve. YOU have chosen them!

Just want to add a review here in the hope that something will change at Adore. Like so many other reviewers I’ve been a loyal customer for years (10+) and I now find the shipping times so ridiculous that I only buy from Adore during promotion periods or to claim a reward. I buy elsewhere when I need to restock my daily use products because I need them replaced quickly. 10 days to get from Melbourne to Newcastle is crazy when other retailers deliver within 2-3 days.

Adore Beauty used to be a great online retailer. Your parcel would ship almost immediately and arrive within two days. Five days after placing the order, my last order was shipped to an incorrect address. I contacted them immediately. Their response? We are busy and will get back to you in five days. I won’t shop with them again and would advise against it.

I feel this company is extremely unreliable and potentially misleading. I placed my order 6 days ago, and their policy clearly states that orders are dispatched within 1–2 business days. This has not happened.

I also contacted customer support, which claims to respond within 1–2 business days — but I have received no reply at all.

I am going on vacation soon and have no idea if or when I will receive the order I have already paid for. This level of service is unacceptable and does not align with their stated policies.

Very disappointed — I will not be purchasing from this company again.

Prompt delivery and great prices. This is how all online shopping should be.

This company used to be great. Orders would arrive promptly . The last order I made never arrived . The order before that took 3 weeks to arrive. So dissapointed and i will never ever order from them again

I placed an order on a Sunday. By mid afternoon Wednesday I had no update so contacted customer support (AI chat bot) which said my enquiry was being passed to a real person. Within minutes I had an email update to say order has been dispatched.
Website indicates next business day and order should be dispatched- obviously not the case for me. But at least they were responsive to my enquiry I guess. Just would've been nicer for them to uphold their end and for me not to have to chase them

I’ve been a long‑time customer of Adore Beauty and have always appreciated their product range and fast delivery in the past. Unfortunately, my recent experiences have been disappointing. When following up on a delayed order this year, I noticed that an order from January 2025 was still marked as awaiting fulfilment in my account. Naturally, I contacted customer care to clarify what had happened.
When I raised the issue, I was asked why I hadn’t followed up sooner. I completely understand the question, but like many people, life gets busy and things can slip through the cracks — especially when you trust a supplier to fulfil orders unless told otherwise. I simply requested either proof of delivery or a refund.
The response I received was that the order had supposedly been dispatched in January 2025, but because more than a year had passed, they could no longer access tracking information, lodge an investigation, re‑ship the items, or issue a refund. In other words, there was no way to verify whether the order was ever delivered, yet the responsibility fell entirely on me.
I understand that delays and errors can happen, but the lack of transparency, proactive communication, and accountability has been frustrating. As a customer, I value honesty and timely updates, and I hope Adore Beauty reviews situations like this more fairly in the future so customers aren’t left without answers or resolution.
I’m sharing this feedback in the hope it helps improve their processes, because when Adore Beauty gets it right, they genuinely offer a great experience.

Adore Beauty is getting better and better ! Choice of products , service and delivery 5 stars definitely. I would give 10 stars if possible. Thank you also for the Tim Tam!!