Thank you for sending my order of Firm and Restore Formula. I ordered 6 bottles to take advantage of the big discount. I have only been using for a few days, but already my skin is so much bett... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My order for Firm & Restore arrived quickly and was well packaged. The cream is a nice texture and pleasantly scented. Whilst it provides a good smooth base for underneath make-up, I haven't... See more
Company replied
I’ve only been using the Firm and Restore Formula for about a week, so it’s still early days and I haven’t noticed any dramatic changes yet, but my skin looks a little more plump !, my husband... See more
Company replied
I received several emails with hints about using the products, which are very useful. Unfortunately, my products took longer than expected to arrive. It would have been helpful if I had received updat... See more
Company replied
Company details
Written by the company
The Chelsea Laboratory is a luxury skincare brand that prides itself on providing high quality, effective products that deliver long lasting results. Our focus is on anti-aging skincare, and we have received amazing feedback and reviews from thousands of satisfied customers. Our flagship product, The Firm and Restore Formula, is an anti-aging day cream that targets the MMP protein, which is responsible for breaking down collagen and causing wrinkles. By inhibiting the devastating effects of this protein, our cream helps to restore collagen production and give skin a firmer, more youthful appearance. At The Chelsea Laboratory, we believe that everyone deserves to have beautiful, healthy skin, and we are committed to using only the finest ingredients and most advanced skincare technology in all of our products. Our commitment to quality and effectiveness has earned us a reputation as a trusted and respected skincare brand. The Chelsea Laboratory reviews ourselves constantly so that we provide the best service and products to our customers. Whether you are looking to reduce the appearance of fine lines and wrinkles, or simply want to maintain healthy, radiant skin, The Chelsea Laboratory has a product that is right for you. We invite you to try our products and experience the difference for yourself.
Contact info
3.5
Average
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 95% of negative reviews
Typically replies within 1 week
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Always prompt and helpful response and…
Always prompt and helpful response and great courtesy
28 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Mary,
Thank you so much for your kind feedback! We’re delighted to hear that you’ve had a positive experience with our customer service team. Providing prompt, helpful, and courteous support is very important to us, and it’s wonderful to know we’ve met your expectations. If there’s ever anything else we can assist you with, please don’t hesitate to get in touch.
Warmest regards,
The Chelsea Laboratory Team
BEWARE CHELSEA LABORATORIES
I would give this product 2 but I would give this Company 0. After using this cream I saw absolutely no difference and in fact I broke out in spots. I cancelled further order and they still dipped into my bank account and ‘stole’ my money and sent me a product I had cancelled.
28 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Lynne,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and understand how frustrating this has been for you. We can confirm that you are already in touch with our customer service team, and they are currently assisting you to resolve this matter as quickly as possible.
We take situations like this seriously and appreciate your patience while our team works to ensure everything is put right for you. If there is anything more you’d like us to review in the meantime, please feel free to continue the conversation with our support team and they will be happy to help.
Warmest regards,
The Chelsea Laboratory Team
I’m glad I read trust pilot reviews…
I’m glad I read trust pilot reviews before forking out all that money.
The video was almost winning me over until it went on too long and you couldn’t find the price until the end! This is ALWAYS a scam indicator. Forcing people to commit a ridiculous amount of time to a sales pitch so they feel like they have invested themselves is such an outdated way to do business. You need a better business consultant!
28 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you for taking the time to share your thoughts. We’re sorry to hear that our presentation didn’t meet your expectations. Our goal is to provide clear and informative details about the product so viewers can make an informed decision. We appreciate your feedback and will take it on board as we continue improving how we communicate our offers and pricing.
Warmest regards,
The Chelsea Laboratory Team
Forget it, don't waist your money
I have been using the face and neck cream now for 2 months and I don't notice any change at all. I am 63 , I have only a few fine wrinkles around my mouth. So as always huge promises and no results at all, disappointing. The pushy and always repeating promises in the awful long advertisement already left me sceptical but I wanted to give it a try. Don't waste her money on this product.
25 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you for sharing your experience. We’re sorry to hear that you haven’t noticed the results you were hoping for. Everyone’s skin responds differently, but we always want our customers to feel satisfied with their purchase. Please contact our customer service team so we can look into this further and offer our support — we’d be happy to help make things right.
Warmest regards,
The Chelsea Laboratory Team
Customer service diabolical
Customer service diabolical. Received NO EMail at all confirming my order, despite repeatedly asking them to do so .The money left my bank immediately. No phone contact number so all this has to be done online . Received bottles ,eventually ..packaged poorly and cheaply. Been using product for about 11 months ( bought too many !) ..don't dislike it, but can't say any improvement in my facial wrinkles The eye cream does literally nothing.
Would say the claims are hugely exaggerated .Wanted to leave review immediately re customer service but waited to see how the product worked first .
3 February 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience, as this is not the level of service or product satisfaction we aim to provide.
We sincerely apologise for the lack of order confirmation emails and any frustration this caused. We also appreciate your honest comments regarding the packaging and your results with the products. Customer experience matters greatly to us, and your feedback will be shared with our team for review and improvement.
We would really like the opportunity to investigate your order further and offer you additional support regarding your experience and results. Please contact our customer service team so we can assist you directly and work on resolving this for you as quickly as possible.
Thank you again for your feedback — we are here to help and hope to hear from you soon.
Warmest regards,
The Chelsea Laboratory Team
I very rarely give reviews but felt a…
I very rarely give reviews but felt a need to speak up..I purchased the 3 bottles of Firm and Restore Formula after seeing it advertised on Facebook, after listening intently to the the lengthy video. But almost 2 months later I haven’t noticed any change in my skin texture or fine lines whatsoever,in fact it feels drier than it was before. When the bottles arrived even though swift,I thought the packaging was very poor and the bottles were cheap and nasty and the labels attached were off lined and untidy. I actually feel after spending £129 I was scammed and maybe the video of I think was Melissa Hartzel was a very clever AI.. I’m very disappointed with the product and if I could return the other bottles I would.
21 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Sarah,
hank you for taking the time to share your experience. We’re genuinely sorry to hear that the Firm & Restore Formula hasn’t met your expectations so far and that you were disappointed with the packaging. This isn’t the experience we want for our customers and we truly appreciate you bringing this to our attention.
We can confirm that our videos feature real customer stories and brand representatives, and we do not use AI to mislead customers. However, we completely understand your concerns and want to make this right for you.
Please get in touch with our customer care team, and they will be happy to assist you with a return or provide further support. Just mention your review so we can prioritise your case.
Thank you again for your feedback — it helps us improve both our product and service.
Warmest regards,
The Chelsea Laboratory Team
I have previously used a premium brand…
I have previously used a premium brand costing 25% more compared to 1 bottle of Firm & Restore, which including postage was £54. F&R did not reduce my fine lines on my face or increase firmness. It also did not have any impact on the lines on my top lip. The smoothness of my skin did not improve and the overall appearance of my skin was not as good. I have continued to use the premium brands eye cream, so on balance I've decided to continue with the premium brand. F&R did though visibly reduce the crepiness and firmness of my neck and under chin, which I have only used body lotion on previously. However, the deciding factor is that the product is clearly only worth around £30 a bottle but to get it for this price you have to buy 6 bottles and the marketing strategy is really off putting and even if the product is really good the marketing approach devalues it, so I won't be ordering again.
30 September 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Lyn,
Thank you for sharing your detailed feedback. We’re glad to hear you experienced some positive results with Firm & Restore, particularly in the neck area, but we’re sorry to learn it didn’t fully meet your expectations overall.
We’d really like the opportunity to look into this further and assist you directly. Could you please send an email to our customer service team at [insert email address] with your order details? Our team will be happy to help and explore what we can do to improve your experience.
Thank you again for taking the time to leave your review — your feedback is very valuable to us.
Warmest regards,
The Chelsea Laboratory Team
Chelsea in the good reviewer all time .
Chelsea is the good reviewer all time .
14 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Neba,
Thank you so much for your kind words! We truly appreciate your support and are delighted to hear your positive feedback. Your encouragement means a lot to our team.
Warmest regards,
The Chelsea Laboratory Team
If I could give no stars i would
If I could give no stars i would. I never received a product, email confirmation number or any response from costumer service.
2 September 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Laura,
We’re sorry to hear about your experience. Unfortunately, we haven’t been able to locate any order or email correspondence under the information provided. To help us resolve this as quickly as possible, please reach out directly to our customer service team with your full name and any purchase details you may have. We’ll make sure to look into this right away.
Warmest regards,
The Chelsea Laboratory Team
I’m loving this Company products
I’m loving this Company products.
I always pay a premium for face creams and only use high end brands.
I thought I would just give it a try, I’m 59 and wow it’s reduced puffiness around the eyes and given my face a fresher brighter feel. So much so, my partner commented on how well I look. I’m looking forward to trying more of their products.
12 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Seanne,
Thank you so much for your wonderful review! We’re thrilled to hear that you’re seeing such lovely results — especially that your partner noticed too! It’s great to know our product has brightened and refreshed your skin. We truly appreciate your trust in giving us a try and can’t wait for you to explore more from our range.
Warmest regards,
The Chelsea Laboratory Team
Firm and Restorel
Unfortunately the firm and Restore cream didn't work for me I would like to comment on the very fair returns policy when I contacted the Chelsea laboratory for a refund after offering alternatives which I didn't want they sent immediate refund
17 July 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Mrs d dixon,
Thank you for taking the time to share your feedback.
We're sorry to hear that the Firm and Restore Cream didn’t work for you, but we truly appreciate you giving our products a try.
We’re also glad to know you were satisfied with our returns process. At The Chelsea Laboratory, we always aim to make every experience as smooth and fair as possible, even when a product isn’t quite the right fit.
Should you need anything else, feel free to reach out by sending an email to contact@chelsealaboratorysupport.com.
Warmest Regards,
The Chelsea Laboratory Team
Miraculous wonder
This Firm Restore formula is an absolute miracle it works amazingly,I was utterly shocked. My skin feels much more smoother,firm and tight ,been using Elemis Pro Collagen aqua marine cream for years ,but hold on I have used this cream for 2 days and saw an immense difference in my face ,look far more youthful,radiant,with a natural glow , Elemis cost me £165 for 100 ml this one cost me £129 for 90 ml ,but it’s beautiful wonder , ever so greatful to Melissa and Chelsea Laboratory team for creating this miraculous cream also if I could I would award them as the best anti ageing specialists highly recommend it to everyone, Elemis i am afraid ,sadly to say it did not create much difference as this one.i can’t wait for my family friends and relatives to see me they will have shock 😮 of a life time and will Introduce them to Firm and Restore formula, it’s boosted my confidence and will definitely boost yours
7 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Sarwat,
Thank you so much for your amazing feedback!
We’re thrilled to hear how well the Firm and Restore formula is working for you and that it's made such a noticeable difference.
Your kind words mean the world to Melissa and the entire Chelsea Laboratory team.
We truly appreciate your support and look forward to helping more people feel confident!
Should you need anything else, feel free to reach out by sending an email to contact@chelsealaboratorysupport.com.
Warmest Regards,
The Chelsea Laboratory Team
Firm & Restore Furmula from The Chelsea Laboratory …
I've been using Firm & Restore Furmula from The Chelsea Laboratory for a few months, hoping that this cream would help my face and neck. Sadly it hasn't helped or made any difference at all. Such a waste of my money. It will now be going in the bin!
7 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Tracey,
Thank you for your feedback, and we're truly sorry to hear that the Firm & Restore Formula didn’t meet your expectations.
We understand how disappointing that can be. Please know that we offer a 180-day money-back guarantee for situations like this.
You're welcome to reach out to us via email, and our team will be more than happy to assist you with a refund. We’re here to help.
Should you need anything else, feel free to reach out by sending an email to contact@chelsealaboratorysupport.com.
Warmest Regards,
The Chelsea Laboratory Team
Never finished the video- as others…
Never finished the video- as others have said it’s way too long and repetitive and treats us like we are dumb. I won’t buy on principle. Don’t treat your target audience like they don’t have a clue.
5 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Lauren,
Thank you for your honest feedback, and we're truly sorry the video didn’t meet your expectations.
We understand your concerns and regret that the presentation came across as repetitive or condescending. That was never our intention.
We appreciate you taking the time to share your thoughts, and we’ll take this on board as we work to improve how we communicate with our audience.
Should you need anything else, feel free to reach out by sending an email to contact@chelsealaboratorysupport.com.
Warmest Regards,
The Chelsea Laboratory Team
The product has made no difference to…
Update: I am still waiting for my refund from Sep. The Oct sum still says pending on my account. Therefore the comment you have put on this review is inaccurate.
Original review- The product has made no difference to my skin at all and I keep getting repeat orders I didn’t sign up for. I have called my bank and written emails to Chelsea Lavatories but still no joy. They have now taken £76 out of my account without permission. I sent the first bottle back and haven’t even received a second bottle to send back. Cancel any orders you have illegally set up and give me my refund. Now.
4 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Ella,
We’re very sorry for the frustration caused. We’ve reviewed your case and can confirm that your subscription has been cancelled and a full refund has already been processed. Please check your email for confirmation from our customer service team, as they’ve taken care of this for you. If you have any further questions, please don’t hesitate to reply to that email — we’ll be happy to assist you.
Warmest regards,
The Chelsea Laboratory Team
I got fed up watching the presentation far too long . …
I got fed up watching the presentation . So I didn’t find out what this miraculous treatment is.
2 October 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Susie,
Thank you for your feedback. We’re sorry to hear that the presentation wasn’t to your liking. We truly appreciate your time and interest. If you’d like, you can visit our website to learn more about the Firm and Restore Formula — it’s our bestselling treatment designed to help support firmer, more radiant skin.
Warmest regards,
The Chelsea Laboratory Team
Truth
I purchased 6 bottles of Firm & Restore , I’m so disappointed and thoroughly dissatisfied with this product, I have had no good results at all, I went onto the 2nd bottle thinking sometimes things can take a while, patiently I waited but still nothing has happened. This product was very expensive and to be at this stage with no results at all is heartbreaking,
I’m requesting a refund as you have stated in your video that this is guaranteed.
Ann
27 September 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Ann,
Thank you for sharing your experience. We’re very sorry to hear that the Firm & Restore Formula hasn’t met your expectations so far. We take feedback like yours seriously, and we want to make sure this is properly resolved for you.
So we can assist you with your refund request, could you please email our customer support team with your order details? Our team will be happy to help you directly.
Warmest regards,
The Chelsea Laboratory Team
Early Days Yet...
I’ve only been using Firm and Restore Formula for a week, so it’s still early days, but I have noticed my face looking a little more filled out. I’m looking forward to seeing the results as I continue.
24 September 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you for sharing your early experience with our Firm and Restore Formula. We’re so pleased to hear that you’ve already noticed some positive changes after just a week! Skincare results often build over time, so we’re excited for you to continue your journey and see even more benefits in the weeks ahead. Please keep us updated — we’d love to hear how you get on.
Warmest regards,
The Chelsea Laboratory Team
The product firm and restore is…
The product firm and restore is gorgeous!
Goes on my skin is so smoothly and no after greasy feeling.
My skin definitely feels tighter and has a lovely glow.
Look forward to seeing future results.
Thank you
Sarah
12 September 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Sarah,
Thank you so much! We’re delighted to hear how much you’re enjoying the Firm and Restore Formula. It’s wonderful to know it absorbs so smoothly and is already giving your skin that tighter, glowing look. We can’t wait for you to see even more results with continued use! ✨
Warmest regards,
The Chelsea Laboratory Team
I have ordered from this Company before…
I have ordered from this Company before and have been very satisfied with the product. However, I realised that I was running low so wanted to make another purchase. I put the items in my basket and before I had even got through paying for the 2 items, my phone was blowing up with calls from unidentified foreign numbers from people wanting me to order directly with them and give my card numbers over the phone. I can only conclude that either the Company knows of these calls and thinks it is a good way of pushing more products (it doesnt) or my details are not secure in their website. I do not wish to be harrassed by someone I know to be in another Country and am deeply suspicious of anyone claiming to need my card details over the phone. This is not a good marketing ploy and The Chelsea Laboratory have just lost a customer.
18 September 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Michaela,
Thank you for your feedback and for being a previous customer of The Chelsea Laboratory. We’re very sorry for the frustration this has caused.
To help us look into this further and locate your order, we kindly ask you to contact our customer service team. With your details, we’ll be able to review what happened and ensure you receive the right support.
We truly value your trust and hope to resolve this matter for you.
Warmest regards,
The Chelsea Laboratory Team
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