Origins Reviews 133

If there were "Zero"stars, I would have chosen that. WHY DIDN'T I DO MY PROPER RESEARCH FIRST????!!! My liquid mushroom product, Dr. Weil's "Origins Dr. Andrew Weil For Origins Mega-Mushroom Relief & Resilience Advanced Face Serum", stings the eyes, so watch out. Nasty chemicals within!! It also only got a "Fair" rating on the E.W.G. website. It also scored badly with the Yuka app. I should have researched it first, BUT I NAIVELY/STUPIDLY TRUSTED THAT (super overweight all the time and is that good??) DR. WEIL, as I followed him for decades. I thought I'd treat myself with an expensive (for me!) beauty product, but SHAME ON YOU, DR. WEIL, AND YOU, TOO, 0RIGINS.......never again. Time for Trustpilot, and multiple other critique sites This was an expensive disappointment. I should have done more research before purchasing, but I STUPIDLY TRUSTED THOSE MUSHROOMS (magic potion??!!) AND DR. WEIL - I AM AN IDIOT! I hope you are smarter than I am!!!!

Pay attention to the customers noting bait and switch rewards programs. I have purchased Origins products for over 20 years. I bought probably $500 of Christmas gifts from Origins this year, so I racked up quite a few points. I received an email saying "spend your points by x date at midnight." I opened that email and made a mental note of the expiration. On the expiration date, I went to go make purchases and use my points, but my account had zero points. When I contacted customer service, three weeks later they emailed that yes indeed, my points were gone, as I had "interacted with the email" prior to the expiration date, and the expiration date and time on the email was not applicable to me, as I made my purchase at 3pm. It left such a bad taste in my mouth (just give me the $10 thing I would I gotten with the points, I was actually going to buy more stuff), that I will just spend my money elsewhere. I will actually pay another company more for products, just to be valued. Origins customer service is sadly a thing of the past.

DREADFUL CUSTOMER SERVICE!! AVOID! Apparently they're owned by Estée Lauder now. They clearly don't care about the Origins brand. It feels a bit like the Marie Celeste when trying to speak with them.
After much effort, I managed to speak to someone from manufacturing at EL, who was curt and uninterested. Don't bother with this company, you'll end up disappointed!

I placed an order totaling $192.86 on December 3. I received an order confirmation email stating that, due to high order volume, fulfillment delays were expected and that my order (#7548682520) was being processed. The email further indicated that I would receive a separate notification with tracking details once the order shipped.

However, I did not receive any subsequent shipping notification or tracking information on my email. On December 11, after learning that a friend who ordered around the same time had already received her package, I became concerned and contacted customer service to inquire about the status of my order. After some time, the representative (Tracy) located a tracking number through Apple Express and shared it with me. Upon reviewing the tracking details, I discovered that the package was marked as delivered on December 10 in which I did not receive the package.

I was informed that the courier had provided photo proof of delivery and that, as a result, the company would not take responsibility for the missing order. I was advised to check with my neighbors, which I did. None of my neighbors received any package addressed to me.

I contacted customer service again and was advised by another representative (Lena) that if I had not received a shipping notification email, I should have proactively contacted customer service or logged into my account to check the shipment status. I would like to clarify that this order was placed as a guest checkout, and no shipping or tracking information was available to me at any time.

Given that I was never provided with shipping confirmation or tracking details, I believe there was a clear communication failure. As a customer, I was not given the opportunity to monitor or safeguard the delivery of my package. For this reason, I requested either a replacement of the order or a full refund.

Unfortunately, none of the customer service responses acknowledged this failure, offered an apology, or addressed my concerns in a constructive manner. The responses I received were dismissive, unprofessional, and did not directly answer my questions or requests. I have retained screenshots and supporting documentation should they be required for further review.

I hope this review helps other potential customers not getting neglected like me. Merry early Christmas to you all in 2025.

I placed an order on a Friday night. It was actually Black Friday. It was an amazing sale that I was taking advantage of. However, when I clicked paypal for the payment method, it changed my delivery address to an old address of ours in a different state. It was well after customer service hours, so I thought i would wait until the next day to contact them about changing the shipping address. (Keep in mind that this happened on a weekend, and there is no way the package had already been shipped.) I called the next morning and waited on the phone and on the online chat for about twenty minutes until I finally received help. I explained the situation to the customer service representative only to have him basically laugh and tell me that the order could only be changed within sixty minutes of placing it. Since there are no customer service representatives online at the time, the order was placed, obviously I did not know that. Extremely frustrating that they cannot change an order that just finally processed today, 5 days later, December third. I find
that certainly in today's day and age with technology that this is the way the company does business. That being said, I am done with this company, and I will not order from them in the future. Absolutely unhelpful, uncaring and plain rude.

I ordered four advent calendars for $185 each. And i mention this because i had the expectation of a luxury / quality gift. When they arrived they had been placed in a very large box with one sheet of brown paper. During shipping, they bounced around, the drawers and products were all jumbled in the box. Most drawers were dinged and all the main boxes had stress point dings on at least one corner. It took over an hour of guessing and puzzling to replace all drawers and products. After the entire process, i was one product short i contacted customer support, who did eventually promise to ship the one missing item. It took a long time with long gaps to get responses. While i hope the missing item will arrive soon, i am really disappointed in the quality of the shipping and very slow and unclear replacement. They really should do a much better job at packing and the product should be higher in quality. I also thought some kind of small token like “here’s $20 off your next purchase for your trouble.” But it was a battle to get anything at all.

I love their products so much! Check balance is my favourite face wash and I recommend to my friends and family to check out their products all the time

Appalling customer service. Wish I had seen this page before I ordered. I ordered one bottle of wine at the end of March and I have still not received it. There have been numerous promises made and not kept. I offered a refund but I was told it would arrive by the end of the week. It has still not arrived and I am no longer receiving replied. Will be raising a chargeback claim with my bank. AVOID

Origins has a good product that is only affordable when it’s on sale. Their customer service and “loyalty” program is horrible. I’ve wasted hours every time I order, because one or more things always got screwed up and I’ve been given wrong information many times. This was the first year I didn’t order during the annual holiday sales, and I don’t plan to order again after having to hear about the terrible customer service my friend had. I referred a friend last month, saying the customer service was terrible but the product is fine. The friend was to get $20 their first order of $60 or more and then I’d get the same. The friend’s birthday is in the month of the referral and a birthday “gift” showed up in their account, but it could not be applied to the cart. The code to get the $20 referral bonus was supposed to be in the friend’s email, but it wasn’t. The friend emailed Origins asking how to use the referral and b-day codes. The non-answer just said they could not be combined, which was already known. Origins chat customer service claimed the b-day gift would be good for one month after getting it, which would mean it would be good into the next month. My friend ordered over $60 of product 9 days after creating an account, after multiple attempts to get answers via email and after Origins chat claimed the friend would get the $20 back after ordering (on top of the birthday gift). The product was delivered (late, with no/wrong info on delivery for a few days), but they got ZERO gifts/bonuses. The emailed response from Origins finally came one day after the order was placed: Gift sets are not eligible for any further discounts (including referral bonus and b-day gift) and the b-day bonus would not be available until the end of the 1st year of being a member. My friend doesn’t plan to order Origins again, due to the poor customer service/massive waste of time.

Some of the products are good, but, their customer service sucks!
I placed an order for several sets and products, and one of them was out of order. I kept receiving emails every 5-7 days telling me it was still out of order, after two months, no updates at all. I contacted customer service by email, calls, and online chats, but nothing. Finally someone got back to me after I filed a complaint on BBB.

Terrible customer service. They aren’t aware that they are a merchant in airmilesshops.ca and I was told they had no record of my 2 orders which totalled about $400 Cdn yet I was charged and it showed up on my visa statement. Their customer service to retrieve order numbers invoices was absolutely useless

Same experience as the reviewer below. Was taken in by the promise of the Black Friday gift set which looked amazing for my upcoming holiday. Places and order to the cost required to get the Black Friday free gift worth £77. No free gift arrived. When following this up with customer services was told there were none left. No alternative to the same value offered. They did send me. 50ml checks and balance face wash worth around £8 as a replacement. Not anywhere near good enough. False advertising to get people to spend. No suitable alternative offered. Free gifts should not be offered if demand can't be fulfilled. Really disappointed with this service. Clearly, I'm not the only one

I recently purchased a Plantscription gift set and a Dr Weil lotion from Origins and qualified for a Black Friday Exclusive 14 Piece Gift worth £77. When my order was delivered to me there was no 14 Piece Gift or Dr Weil lotion and no explanation why these items were missing. I contacted Origins by WA and they told me they were out of stock of the 14 Piece Gift and Weil Lotion but I was not made aware of this until I followed up with them. I would not have made the purchase if I had been made aware of this. False promises and false advertising from a company (Estee Lauder) that should surely know better. Would not recommend purchasing from Origins online to avoid disappointment.

Ordered the Glow-Boosting Essentials Gift Set (Worth Over £53) paid £30.00 (was £40.00) for a Christmas gift and was hugely disappointed with it. The picture is very misleading and you think you are getting a decent size (it does say one is full size) but I would say the others are sample sizes - the box with all products fits in the palm of my hand and I have small hands). I phoned customer services and was advised that is the product and I could return it. So I will do so. The box size is more for a stocking filler - I would pay £5-10 not £30-40. Overpriced and oversold. Won't purchase again.

Origins is false advertising. I’ve been a loyal customer for years and recently made a purchase of over $140 to receive a bonus 15pc gift, only to be told that wasn’t an option because the whole site was 30% off. But their add clearly points out the 30% off PLUS bonus gifts when you reach certain thresholds. Very disappointed and will no longer shop at Origins. I even have screenshots of the advertisement and the “Customer Service” reps answer telling me that they aren’t offing the free sets because of the 30% off. Unreal!

TERRIBLE customer service! I love their products but I don't trust the company at all. They will advertise a product at a certain price but then charge significantly more for it. They tell you "please purchase at the higher price and rest assured that we will refund you right away" which is a lie. I also received an email stating specifically that I had until midnight on a certain day to use a promotion and when I tried to make the purchase at 7am, they would not honor the promotion. I tried chatting with customer support and was told there was no manager available to assist. I tried chatting with customer support again later and still no help. I tried calling and an as I write this, I have been on hold for well over an hour. Time to start looking at brands who actually care about their customers.

They sent my package that I never received and wanted me to pay for it. When I called they just hung up on me several times. I will never use them again;
BEWARE!!

I paid an extra $25 for next day delivery. (2 day delivery was $15 dollars but I went with next day as I needed the items). I then received emials that several of the products I ordered were out of stock. In addition, I did not receive my remaining products for two and three days later. I called and told them to reimburse me $10 as they did not deliver the timeframe I paid for. I was told they would not reimbures me and tough luck. I will never buy Origins again or any products from The Estée Lauder Companies.

I want to start by saying I love origins products but their customer service is trash and makes me want to stop ordering from them altogether. I placed an order on 6/17, it said my order went through, etc. However, I was never sent an email with my order number and money has not been withdrawn from my account. I thought it was odd but went to place the order again and it wouldn’t allow me to use the welcome promo code I had been sent because it said it was for first time purchases only, indicating my initial order had gone through. I reached out to customer service and after a 50 min wait - 20 mins of which the assigned agent was supposedly reviewing my information - the agent asks if I have an order number. I explain everything I just explained above and after 10 mins of no response he comes back with the same exact question. An hour and a half later I have no clear answer and am still unable to use the promo code. It’s like they don’t even want customers. Very disappointing service.

Origins Review

As a dedicated user of Origins products, I've consistently valued the quality and efficacy of their skincare range. However, my latest interaction with their customer service has been disappointing.

I placed an order online during a promotional sale, which included a free 8-piece best-seller gift set as an incentive. Regrettably, the gift set was absent when my order was delivered, although a small cloth travel bag was present.

Upon reaching out to customer service, I received confirmation that the missing items would be sent out immediately. Yet, the subsequent package only contained another travel bag, without the promised gift set.

Further efforts to resolve the issue via chat support resulted in repeated promises of swift dispatch, but after a few weeks, there was no progress or communication about my order. I would have been content with a substitute product had the original items been unavailable.

This persistent inaction and unmet commitments have been highly frustrating and have considerably diminished my trust in Origins as a brand. I trust that they will address these customer service shortcomings to avoid such problems in the future.