Skins Cosmetics

Moema

Netherlands

5.0

Everyone in the company is nice and helpful. From the sales people to the customer service agents. Shout out to Dana, who graciously and quickly helped me find a solution for my issue.

Berend Rijsdijk

Netherlands

1.0

Today marks day 5 since I reported that my order – marked as delivered by DHL – never arrived. The delivery was already one day late compared to Skins’ stated delivery promise. Since then, I’ve had to reach out myself almost daily, yet haven’t received a single proactive update. I even called again this morning, but once more, nothing was communicated back. Communication has been distant and lacking any sense of urgency or customer focus. The team mainly refers to internal policies and procedures, which do nothing to resolve the issue and only highlight a lack of ownership or accountability. Most disappointing is the absence of awareness that customers here spend hundreds of euros, expecting premium service in return. From a brand positioned as high-end, one would expect responsibility, empathy, and action – not standard replies and delays. Conclusion: a brand with luxurious branding but customer service that falls far short. Premium prices combined with low-cost service completely undermine the brand experience. ———— Vandaag is dag 5 sinds mijn melding dat mijn bestelling – volgens DHL bezorgd – nooit is aangekomen. De bestelling was bovendien al een dag te laat ten opzichte van de leverbelofte van Skins. Sindsdien heb ik zelf bijna dagelijks contact moeten opnemen, zonder ook maar één proactieve update. Vanochtend nog gebeld, maar opnieuw niets vernomen. De communicatie is afstandelijk en zonder gevoel van urgentie of klantgerichtheid. Er wordt vooral verwezen naar beleid en procedures, terwijl dat in deze situatie niets oplost en vooral laat zien dat men niet bereid is om écht eigenaarschap te nemen. Wat het meest teleurstellend is, is het gebrek aan besef dat klanten hier honderden euro’s uitgeven en op basis daarvan een premium service verwachten. Van een merk als Skins mag je meer verwachten dan standaardantwoorden en het doorschuiven van verantwoordelijkheid. Conclusie: een merk dat zich als high-end profileert, maar een klantenservice biedt die daar ver onder blijft. Luxe producten met low-cost service – dat doet afbreuk aan de hele merkbeleving.

Cheryl Parker

Netherlands

1.0

Beware of the advent 2025! My husband bought me the Skins advent 2025 for my birthday, which was a lot of fun to open. However the main center piece was a large 100ml bottle of Essential Parfums Patchouli Mania by Fabrice Pellegrin. It’s a scent that I really don’t like, it’s smells very soapy and powdery. I don’t think Skins need to put such a big quantity in such an advent because if it’s not to your liking this is a lot of money wasted. I think you should think carefully about purchasing this years advent unless of course you like this perfume! And when we asked Skins to address this problem, they were totally not interested. Skins could definitely do with improving their customer service regards after sales!

Viktoriia

Germany

1.0

UPD After I sent a screenshot to the chat on the website, within an hour I received a response that the money was returned to me, apparently someone who can see numbers well has found it. The impression is ruined And after I write to them for badly service reply was ‘ Thank you for your message. I can assure you that your refund was already processed, and we just submitted the request once again because it hadn’t appeared in your account. Unfortunately, there’s nothing more we can do from our side until it reflects in your bank. We understand this is frustrating and appreciate your patience while the refund is completed.’ It was from person that wrote to me that can confirm me that they didn’t receive money. No apologies, nothing. It's been a week and I still haven't received a refund for an order for a product that wasn't in stock. I ordered an Advent calendar, after I paid it was still in stock an hour later. After paying for the Advent calendar, another box arrived that was in the summer, so I decided to take it too. There was a problem with the payment of the box, I didn't notice the limit on the card for online payment, I made a new one in a couple of minutes, payment was successful. The box was sent first, on the same day. Advent also initially received the status in progress, and on the third day I received a letter saying it was out of stock, although in some offline stores it was still tracked as being in stock. 6 days after the cancellation I wrote with a clear order number, to which they wrote back that the payment had not gone through, I started asking if they sometimes write to me for an order worth 70€ for a box that I could not cancel and which is in the cancelled status. To which they started writing back to me and that they could confirm. I sent a screenshot where it says about a refund Then they started writing to me about confirmation that they had not received the payment. Although I received an invoice for this order, I did not receive an invoice on order of the summer box because I could not pay due to the card limit. My bank confirmed that the payment was successful, and the payment is also visible in Paypal. And they confirmed with a screenshot where in Dutch you can see the word canceled in red, and no order amount or even some other info, literally nothing. How do I know if there is no specified amount or if it is not from a canceled order worth €70. I asked for a larger screen where the payment amount is visible and they started ignoring me, of course I will open a dispute on Paypal, but is it really impossible to sort out 3 orders that were made in one day? sincere apologies were only in a pre-written letter, during communication they responded coldly and were not at all ready to hear you, this is the first time I have encountered such a service. They did not offer to wait and send an Advent from the offline store, and the product itself is there and hints that it can be taken as a gift, and the shipment itself, which says 1-2 days, but they wrote me back on the 3rd day, which is not available. But they didn't write that the payment didn't go through, but wrote that the money would be returned after a few days, they don't adhere to any standards. Just ignoring and very little screen.