Shiseido Reviews 54

Horrible experience. I ordered smth from shiseido, and just because I had missed the chance to receive the package, they really refused in resending the goods to me. Its not even my fault because their website doesnt even show the products status!

When I contacted customer service to track a very delayed order, a very rude customer service agent named Melany canceled my order without my permission. She didn't even offer to track it, expedite shipping or even honor the original discount in a new order. Any brand that condones incompetent, malicious customer service is not one worth using.

I’m very disappointed with this company . I visited three stores to try their new eye cream (£75) Not one had any testers or samples . I wrote to Shieseido who then suggested I go on a trail to other stores ??? How is that supposed to help a potential customer?

I would give them a 0 if I could for the worst customer service I've ever experienced from a cosmetic company.

I bought 3 items of shiseido skin care products recently. Total is 556 dolkars. They arrived with 1/3 empty of each item of the two jars and the third one is also horrible. This is totally cheating! I wish I could attach pictures of them.

Title: Disappointed – Missing Complimentary Gift

Recently, my son placed an order for sunblocks on Shiseido’s official website and was eager to try out the products, especially since a complimentary gift was advertised with his purchase. Unfortunately, when the package arrived, one of the gifts was not included.

I verified my order and the promotional offer, and it was evidently supposed to be part of the package. My son contacted customer service, but although the response was quick, it wasn’t particularly useful; they mentioned that “according to the terms and conditions, gifts are not guaranteed, as they are subject to availability, etc.” This marks the second time my order from the website has had the same issue. For a high-end brand like Shiseido, I had anticipated better quality assurance and customer service.

The products themselves are satisfactory, but the overall experience left me feeling let down. It’s the little things—like fulfilling a promised gift—that truly matter. I’m not certain I’ll be ordering directly from them again in the near future.

Quick shipping. I got my products within a week. Quality is great as usual.

Dr. Dennis Gross which was acquired by Shiseido last year. They have a 4th of July sale. Placed items in my cart and everytime I check out I get this error: "Your order could not be placed. Please review your payment information and try again. Thank you for your patience!"
I tried again a total of 3 times, twice checking my info and the third using another card. Same error response. Yet when I log into bank of america, I have 3 pending charges from them. Customer service was of course a total nightmare. The simply stated if the website declined you have to wait 72hrs and try again and she kept reiterating that the payments are only auths which I'm well aware. My issue is why is there a disconnect btwn the pymt processor getting an approved auth from my bank and them getting that info from their merchant account. Regardless 3 days is unsatisfactory. I am not apart of a cult or a die hard fan. A product was recommended and I was willing to try however the sale will end in 72hrs. Rep told me to call back and they will try to help. Hmmm excuse me? Why couldn't they "try to help" right then and there. Sad when brands sell out to other companies that won't treat customers right and really bad when your brand is your actual name because Shiseido really drops the ball.

Customer service is absolute trash. Was sent another customer's order (with their name and address inside the package). I contacted customer service via phone, they said they will reship the correct product. Never heard back. I then did the online chat with a customer rep, they said there were no notes in the file that I received the incorrect order. That chat rep then initiated a reshipment. They sent me the wrong item AGAIN in the 2nd reshipment. I contacted customer service again, they asked me for photos of product, photos of shipping package, whether or not I looked at the proof of delivery photo from FedEx to confirm it was my doorstep like I was fabricating everything. They also asked again about the customer information on the packing slip in the first shipment which I had already provided to them during my first phone call. I sent over the requested photos through email, then received another email requesting that i send photos even though I already did! After countless online chats with customer service to send me the correct product i ordered, they just issued me a refund. I told them I still wanted my order, not a refund. They said if I want the product, I will just have to reorder on the website. I don't trust going through another order with them! The problem is I ordered it during the friends and family sale, and the discount was now long over. I waited a month and never got my order. Also the incorrect products I received both times were poorly packaged in just an envelope and the boxes of product inside were completely dented and smashed. Moral of the story- never order from shiseido.com, the customer service is atrocious and unorganized. And their items are carelessly packed. I will never order from that website again.

Shiseido cancelled my order as there was ONE product missing. Although it’s available to order on their website??

“We regret to inform you that one of the products you've ordered was not in stock at the time the order was sent in preparation.

According to our process, this means that the entirety of your order had unfortunately to be cancelled. We understand the inconvenience this may cause you, and rest assured that we are joining all our efforts and working extremely hard to avoid or minimize such instances in the future.

For your reference, you have not been charged. Your funds have only been preauthorized and have been released from our side. However, the time it will take to be visible into your account will depend on bank delays.

Kindly note that we have requested a new -20% promocode so that you can use it for your next order and we will contact you as soon as we receive an update.

Once more, apologies for the overall inconvenience this experience has caused you and we remain at your disposal for any future questions or concerns.

Yours sincerely,

Shiseido Team

Awful customer service. I had a problem with my order. The moment the person on the phone line learned of the issue, she hung up on me. I called again and the new person suggested that she couldn't resolve the issue for me and that I should text some number and start receiving texts from Shiseido. I will never buy from them again!

HORRIBLE service.
WORSE SHIPPING TIME.
It is 2024, to use the WORST shipping service (FedEx) and to take 12 DAYS! When you PROMISED 5 days is a joke.
Get it together Shiseido . com!
Ordered on 11/29/24 and PROMISED a date of 12/5/24 delivery.
They finally shipped on 12/4/24 AFTER claiming a "delay in shipping". Yea, there was. But the worst part is that they used FedEx the worst shipper in my opinion because they more often than not extend their promised delivery date. All around the experience is worse than any other online retailer.
I placed orders with Lancome and Nordstrom on the same day and those orders have arrived. Of course they did not use FedEx.
This is absolutely unacceptable in 2024 for a premium product that is of such high quality. I absolutely LOVE Shiseido products and pay through the nose for them. I know they are not even close to being worth what I pay but they are so much better than any other products I have ever used that unfortunately I will continue to allow them to abuse me.

Not happy with the service at all.
First of all, I can not use the 15% first order discount, due to Black Friday promotion, which is usually not true with other vendors.
Second, when the Cyber Monday price is lower than Black Friday, I was told the price can not be adjusted, and the order can not be cancelled and re-order, but I have to use the shipping slip to make return after I get this product, this will actually increase the operation cost, right? (To me, the promotion price structure should not be designed like this to start with.)...

Hi not so happy with the products as it didn’t lighten my skin

I had nice experience. Delivery was on time and the quality was excellent.
I had bought several items and also I had received the gift. All of them were great.
I am more than happy.

I placed my order on July 7 and expected my delivery within 3-5 working days, as stated on the confirmation. However, when I reached out to the Shiseido Customer Support Team on July 10 to inquire about my delivery date, I was told orders are expected to be sent by approximately next week.

Here is the reply I received from Customer Service Shiseido

"Thank you for taking the time to contact us and for your interest in SHISEIDO. We understand that you are inquiring about your order SUKxxxxxxxx, and we would like to inform you accordingly.

We would like to inform you that due to a system-wide upgrade on our website, there will be a delay in processing orders. Currently, orders are expected to be send by approximately next week. This information has been available on our website since 20/06/2024. We appreciate your understanding and patience during this time.

We understand that you may not have been aware of this delay, and we sincerely apologize for any inconvenience this may have caused.

To accommodate this situation, we are offering you the option to cancel your order. Please let us know if you would like to proceed with the cancellation. Once we receive your confirmation, we will promptly cancel the order and reverse any charges.

If you have any questions or need further assistance, please do not hesitate to contact us."

****
Really? Is this your customer service???

While I appreciate their point about the delivery information being posted on Shiseido's website since June 20, Shiseido should have informed customers about the delay when confirming their orders or a follow-up email to make their customers aware of the issue.

After receiving my order confirmation, there was no update whatsoever. When I checked online, it still stated FREE—Standard ROYAL MAIL (within 3-5 working days).

So, do you expect your customers to read through all the information and be responsible for the delay simply because they didn't read the information posted on your website?

So, I’ve been on the hunt for an oil free SPF, I have purchased so many that claim to keep your skin shine free etc, but I can honestly say this is the best I have used. It has a slight tint but not detectable once on the face, no white cast and is absolutely brilliant under make up. Only problem is, the bottle is 30ml and ridiculously small not to mention quite expensive.

Placed a couple of orders using their promotion code. They ended up shipped the items without free gifts as said. It is a scam promotion on their website. Tried to communicate their chat bots and getting no where. Then, i call the customer service. The lady just simply replied they do not ship the free gift by itself. Tried to reach out her supervisor, i got no answer. Do not recommend to purchase at their website.

Shiseido UK customer service team helped me resolve an issue with Serge Lutens (that brand being owned by Shiseido). I ordered goods from SL that were not delivered despite SL tracking saying they were. SL were totally unresponsive to numerous direct contacts. Shiseido themselves took on board the reputational damage and got the issue resolved immediately for me.

Feel unappreciated as a customer at Shishedo . Customer service is now very poor
Have ordered Shishedo products in the past and the company has always taken care of their customers. Now they truly don’t care . I ordered several products I was suppose to get some items free. Did not get them or any type of replacement or even a token of a sample or any type of consideration.
They no longer value their long standing repeat customers .I truly feel cheated and unappreciated as a customer.
There are lots of wonderful facial products out there . Why should I continue to use this company’s products??