I’ve loved ordering from Adore Beauty for a few years now but extremely disappointed in their recent delivery services. I live in a regional WA town where my deliveries were quick via Aust Post... See more
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Review summary
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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... See more
Company replied
I ordered skincare online, and while the shipping was quick, one of the bottles leaked slightly, Customer service offered a small credit, which I appreciated.
Company replied
Never again! Delivery was due today just received text from courier saying delivery will be in a few days they can’t give a specific day! Who has time to sit around at home waiting for a delivery that... See more
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2.1
Poor
295 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 77% of negative reviews
Typically replies within 1 week
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Terrible communication
Terrible communication! I tried to call the number , no reply, I tried to email , no response, no one could fix my issue, I will never buy again from this company!
I am returning my items and I don’t care if I have to pay the postage!
6 December 2024
Unprompted review
Reply from Adorebeauty
Hi Annette,
Thank you for taking the time to leave us your review.
We’re sorry to hear about the challenges you've faced with communication, and we sincerely apologise for any frustration this may have caused.
I can see you have been in communication with my colleague and they have helped you with your enquiry.
If you need to reach out again, feel free to contact me directly at service@adorebeauty.com.au with subject line Att. to Jess and I’ll be happy to assist you personally.
Kindest,
Jess
Adore Beauty
DISCOUNT OFFER MISLEADING AND USELESS.
Offered $20 off first order. Placed an order but Discount code would not work. Apparently only "some" products are eligible. You the customer have to work it out for yourself.
The chat is completely useless so I emailed Adore to say the discount offer was misleading, frustrating and annoying. After about 5 emails they said, "only some products are eligible for discount".
AAARGH.
UPDATE 2nd Dec. Adore Beauty replied and said their Terms &Conditions are clear and easy to understand. Below are 5 lines of over 100 lines of items that a DISCOUNT DOES NOT APPLY. This is from their T&C's on their web page, which is in TINY writing - about 1/2 the size you see here!
"Reviving Mask x 5, Giorgio Armani Crema Nuda Tinted Cream 4.5 50mL, Giorgio Armani Crema Nera Firming Plumping Facial Essence, Giorgio Armani Crema Nuda Tinted Cream 4.5 30mL, Giorgio Armani Crema Nera Supreme Reviving Light Cream 50Ml, Giorgio Armani Crema Nera Supreme Balancing Oil-In-Gel Cleanser, Giorgio Armani Crema Nera Notte Nera Volcanic Mask, Giorgio Armani Crema Nera Extrema Supreme Reviving Cream, Giorgio Armani Crema Nera Extrema Youth Memory Eye Serum 15mL, Giorgio Armani Crema Nera Acqua Reviscentalis 150ml, Giorgio Armani Crema Nuda Tinted Cream 0 30mL, Giorgio Armani Crema Nera Extrema Light Reviving Eye Cream 15g, Giorgio Armani Crema Nuda Tinted Cream 01 30mL, Giorgio Armani Crema Nuda Tinted Cream 04 30mL, Giorgio Armani Crema Nera Alpha-H Vitamin E Serum with 1%"
18 November 2024
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for leaving us your review.
Please note that terms and conditions apply to all discount codes, including eligibility restrictions, which are clearly stated beneath each promotional code and on our promotions page. We value transparency and aim to ensure these details are easily accessible to all customers.
We apologize for any confusion caused and appreciate your understanding. If you need further assistance, feel free to reach out.
Kindest,
Jess
Adore Beauty
Really disappointed with your product
Really disappointed with your product. I placed an order for Kérastase hair products and didn’t receive the complimentary gift pack that was in my cart upon checkout with my order. Upon contacting your customer service the issue was not resolved and I felt the issue was brushed aside. I Will not be purchasing from your store in future, nor will I be promoting it either. 😒I guess I should have looked at the reviews first. More bad than good. Your website seems to have glitches all the time too.
13 November 2024
Unprompted review
Reply from Adorebeauty
Hi Mandy,
Thank you for your feedback regarding the Kerastase gift. We understand that the gift was added to your cart, and we apologize for the confusion.
After reviewing your order, it appears that your order didn’t meet the terms for the promotion, which is why the gift wasn’t included. I can see that this was raised with my colleague and our IT department for further investigation.
If you have any further questions or would like assistance with your order in the future, please feel free to reach out to me directly at service@adorebeauty.com.au with subject line Att. to Jess and I'd be happy to assist you.
Kindest,
Jess
Adore Beauty
Incredibly frustrating chat experience
Incredibly frustrating chat experience. Stop trying to automate your support with AI, and falsely advertise "speak to a human" when your chatbot provides absolutely no option to do so. This is terrible practice.
11 November 2024
Unprompted review
Reply from Adorebeauty
Hi Justin,
Thank you for your feedback. Whilst we completely understand your concern, our chat assistant Abi is designed to assist our customers promptly and efficiently.
Despite this, if need there is always still the option to get through to one of our customer service agents through messaging or by emailing us directly at service@adorebeauty.com.au
Kindest,
Jess
Adore Beauty
This company generated an automatic…
This company generated an automatic order without my wife requesting anything and charged a card without authorization—this is ridiculous.
5 November 2024
Unprompted review
Reply from Adorebeauty
Hi Robson,
Thank you for sharing your feedback, and I’m sorry to hear about the confusion surrounding this order.
Based on your description, it sounds like this could have been part of our Subscribe & Save feature, which automatically reorders and delivers your favourite selected products on a schedule you choose, with the added benefit of exclusive offers and discounts.
Unfortunately, I was unable to locate any account details using the information provided here. However, I’d be more than happy to look into this further for you. If you could please send me an email at service@adorebeauty.com.au with the subject line Att to Jess - I’ll be sure to assist you as quickly as possible.
Kindest,
Jess
Adore Beauty
Unsatisfactory customer service ——…
Unsatisfactory customer service —— Extremely poor resolution of complaint.
Used to be a good since 2018 but now with my recent experience, proved to be otherwise.
Their system allowed me to check out and process payment with the items and gifts. Only to find out that the order got declined. Customer service stated that their system picked up ineligible items that were NOT aligned with their policies. How am I supposed to know that?! Their system allowed me so!
Customer service made me feel it was my fault. The only resolution they have is to re-order. How convenient!
Sadly, this is how they value customer loyalty.
5 November 2024
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for taking the time to share your feedback.
I am sorry to see that your order was declined. We have a very diligent payment security system and as this can pick up on many variables and it looks like your details got caught up in this.
Please know that we are always here to assist you, and should you encounter any future issues, I would be more than happy to personally help you resolve them. Please feel free to reach out to me via email at service@adorebeauty.com.au with the subject line Att to Jess and I will be in contact.
Kindest,
Jess
Adore Beauty
Used to be good but now seem to have…
Used to be good but now seem to have payment system issues and poor customer service. Cancelled order for gift card due to "suspicious transaction" and customer service can't provide any useful assistance other than pay again. Of course initial funds remain held so not risking it by trying again and will go to another retailer
17 October 2024
Unprompted review
Reply from Adorebeauty
Hi Kay,
Thank you for leaving us your review.
I am very sorry to see you have had some trouble with your orders recently.
I have been unable to locate you directly using your Trust Pilot username, but I would love to follow this up further for you, to hopefully avoid future issues.
Please send through an email to service@adorebeauty.com.au with the subject line Att: Louise and I will get back to you with an update as soon as I can.
Hoping to hear from you soon.
Kindest regards,
Louise
Adore Beauty
Refunds on returns take ages
Refunds on returns take ages, been waiting for weeks.
14 October 2024
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for taking the time to leave us your review.
So sorry to see you have had an issue our return process.
I would love to follow this up further for you, but I am unable to locate your information using your Trust Pilot username. Please send through an email to service@adorebeauty.com.au with the subject line Att: Louise and I will get back to you with an update as soon as I can. Please include your order number too.
Looking forward to helping you further.
Kindest regards,
Louise
Adore Beauty
Think twice before ordering with AB
I have been a customer with Adore Beauty for years, however after the issues with my last 2 orders I will not be using AB again. Firstly, I returned items via their return system and it took them 2 months, countless emails and resending Australia Post confirmation of receipt and delivery of return to acknowledge receipt of goods and to provide me a refund.
Secondly, my recent order has been waiting fulfilment for over 10 days, a message via the app and via email remain unanswered. Although AB state they will respond in 1-3 business days I am yet to hear back. AB was quick to deduct funds without shipping the goods.
3 October 2024
Unprompted review
Reply from Adorebeauty
Hi Julian,
Thank you for reaching out and sharing your review.
I am sorry to read about your experience, and I understand how disappointing this situation must have been for you.
I would love to help you reach an outcome you are happy with, as providing exceptional customer service is of utmost importance to us.
Using your username provided, I was unable to locate any recent communications in our system. Please reach out to me directly at service@adorebeauty.com.au with the subject line "Att. to Louise," and I will be happy to assist you soon.
Kindest regards,
Louise
I have used Adore Beauty for years
I have used Adore Beauty for years, great range of products and good prices. I love that you get samples to try. Postage is usually really quick too.
20 September 2024
Unprompted review
Reply from Adorebeauty
Hi Elana,
Thanks so much for taking the time to leave your review.
We are so pleased to hear that you are happy with our products, offers and our delivery!
I hope you have a lovely day!
Kindest,
Jess
Adore Beauty
Great Experience
I have been shopping on Adore Beauty from couple of years now. I am so happy with their prompt delivery and its always delivered mostly with in two days of the order. Also they always send a tim tam and a some or the sample to test. It works for me as I live with in Sydney. Most of the times I end up buying products for a good deal.
Also I had great experience with their customer support always.
Highly recommend this webiste.
10 September 2024
Unprompted review
Reply from Adorebeauty
Hi Nari,
Thanks so much for leaving us your lovely review!
We are so pleased to hear that you are happy with our prompt delivery and customer service as well as our free samples and Tim Tams.
All the best,
Jess
Adore Beauty
Poor customer experience
I myself have been a loyal Adore Beauty customer having achieved level 3 status. My perception of this company has shifted significantly not in a good way!! Placed a huge order mid August during Afterpay sale event to find out that they have put their own address for the receiver (myself) instead of my address. As of today, I am still talking to their CS team to arrange for a redelivery! This is really bad you cannot escalate it, there is no manager to talk to. Phone number always go to the same recording and you have to leave a voicemail.
I’ll definitely reconsider shopping with AB in the future. It’s poor customer experience given that there are quite a handful of online cosmetics businesses that will happily appreciate me as a customer and want to resolve issues like these promptly!
6 September 2024
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for leaving us your feedback. We're very sorry that your experience didn't match your expectations.
I have taken a look and can see that my colleague has been in contact with you regarding this and provided further details regarding the status of your delivery.
We look forward to discussing with your further and sorting this out for you.
Kindest,
Jess
Adore Beauty
Adore Customer
I have been purchasing items from Adore for approximately three years. Over that time I have had a good experience. My Adore experience is the following: 1. Good range of products for all price ranges. 2. They have online service available on the weekend. 3. Good Delivery of Products. 4. They have specials on, promotions and sale items. I have bad experiences with the product itself and good experiences with other products. They encourage those reviews of the products because purchasers want to gauge the experience of others.
22 August 2024
Unprompted review
Reply from Adorebeauty
Hi Molo,
Thank you for your taking the time to leave us your lovely feedback. We’re glad to hear you’ve had positive experiences with our product range, online services and promotions as well as delivery.
Customer satisfaction is our top priority, so it’s great to know that our efforts are appreciated.
Kindest,
Jess
Adore Beauty
I’m done with Adorebeauty
I’m done with Adorebeauty, I’m trying to delete my account (this is even hard). My teenager son’s details somehow got mixed in my account (so they say and how does that even happen) but on my end it’s my details. I also did not get the promotion (anything) that they promised, I tried many times to talk with them and find out why I couldn’t put promotional code in but they sent my parcel before rectifying the problem . I received my parcel with no samples , they had a perfume promo that you received a little fragrance set if you ordered perfume but did not receive anything , oh sorry, I did receive a timtam 😝.
Also ladies, be warned when buying Dermalogica precleanse micellar as it looks exactly like Dermalogica Body hydrating cream on their website-I put precleanse micellar in search and the first thing it brought up was the body cream (bottles look very familiar especially when it’s what it gives you in search) and so this is what I added to my cart, believing they had searched for the right item but no🙄so I got the wrong item-my fault for not properly looking but I trusted their search..my bad.
Very very disappointing and I’m finally giving up on them
7 August 2024
Unprompted review
Reply from Adorebeauty
Hi Melanie,
Thank you for sharing your feedback. I’m sorry to hear about the challenges you’ve encountered with your account and promotional offers.
I can see you have been in contact with my colleagues regarding this and it looks like your account is correctly reflecting your details. Upon checking, it also appears my colleague was able to successfully close your account for you.
As for the promo codes, we do have specific terms and requirements to qualify for these codes however, we are always happy to assist if you encounter any problems as we would never want you to miss out on being able to use your code.
I understand that product images can sometimes be similar, which may lead to confusion. To help prevent such issues, we emphasize the importance of reviewing your cart carefully before finalizing your order. This step ensures that you receive the items you intended to purchase.
Thank you again for your feedback, we wish you all the best moving forward.
Kindest,
Jess
Adore Beauty
The jumper that looked like a beautiful…
The jumper that looked like a beautiful knitted jumper was made of material with disgusting painted on look and nothing like the plush one shown in photo. It took forever to arrive. Bought two actually. ……. Nothing like quality shown. Could have sent back but too much money so opted for 20% refund. It’s in the bin now. Never again. 👎
7 July 2024
Unprompted review
Reply from Adorebeauty
Hi Rose,
Thank you for reaching out and sharing your feedback. We’re sorry to hear about the issue you’ve encountered. However, as a beauty retailer, we exclusively stock beauty-related products and do not carry clothing items such as the one mentioned here.
We also couldn't find any recent orders under the details you provided. To assist you further, could you please double-check the order number and details or provide any additional information related to your purchase? This will help us investigate the matter more thoroughly.
Please feel free to send me an email at service@adorebeauty.com.au with subject line Att. to Jess and I can assist you further with this.
Kindest,
Jessica
Adore Beauty
Awful company, $600 stolen from my account
I was recently scammed $600 by Adore Beauty.
I placed a single order and hit the payment button once. I didn’t refresh the page or attempt to pay multiple times. The system created four orders and charged me four times.
I asked Adore Beauty to keep one order active and process a refund for the 3 unauthorised orders.
1. Instead of saying sorry, I was told by more than one customer service agent that this must have been my mistake.
2. Instead of keeping one order active, Adore Beauty cancelled all of my orders and only processed a refund for three orders. I was told there was nothing they could do to help me and I would need to follow up with my bank.
3. The last agent I spoke to (Chris) discontinued the chat instead of attempting to resolve my concerns.
4. I have now received a notification saying that all four orders have been shipped, which makes no sense.
As a result, I’m $600 out of pocket and won’t receive a refund for a week. I’m still chasing a complete refund and I have no idea if I will receive the order I placed.
I understand that mistakes happen, but the way Adore Beauty has responded to my concerns really reinforces that this company does not care about its customers at all.
29 July 2024
Unprompted review
Reply from Adorebeauty
Hello,
Thank you for reaching out and sharing your review.
I am truly sorry to hear about your experience, and I understand how disappointing this situation must have been for you.
Please be assured that my team has made every effort to assist you within our capabilities while navigating this rare system mishap. I can confirm that all refunds have been processed and should now be reflected in your account. Additionally, I see that you have been in contact with my colleague regarding the shipped orders.
Providing exceptional customer service is of utmost importance to us, and we greatly appreciate your patience and understanding in this matter.
If you have any further questions, please feel free to reach out to me directly at service@adorebeauty.com.au with the subject line "Att. to Jess," and I will be happy to assist you.
Kindest,
Jess
Adore Beauty
I used to love Adore beauty
I used to love Adore beauty. Loved their free samples etc. but after buying from them quite a few times, the samples that they promised to offer never arrived. Or I would get samples that weren’t my choices. Contacted support but they wouldn’t help.
20 October 2023
Unprompted review
Reply from Adorebeauty
Hi Jaek,
Thanks for taking the time to leave us your review.
I am very sorry to hear you experienced disappointment with our samples.
I would be more than happy to further assist you with this. However, upon checking, I wasn't able to locate any communication or profile with the details provided here on Trust Pilot. If you'd like to send us an email at service@adorebeauty.com.au with subject line Att. to Louise; I can be in contact as soon as possible.
Kindest regards,
Louise
Adore Beauty
Delayed my order after placing twice..bad systems and service
Delayed my order after placing twice. After multiple followups have now asked for my refund. Hopefully it comes through. Reason given for non processing was a syncing error in their order system. Please get your ordering systems upgraded. otherwise you will lose genuine customers. In this day and age a sorry and $5 gift voucher is not going to cut it.
11 July 2024
Unprompted review
Reply from Adorebeauty
Hi Jhankhana,
Thank you for taking the time to leave us your review.
I am very sorry to see you have had some trouble receiving your order. I was unable to find current communication based on your Trust Pilot username, but I would love to follow this up for you.
Please feel free to email service@adorebeauty.com.au with the subject line Att to Louise; if you would like to continue.
Kindest regards,
Louise
Adore Beauty
Was charged more for a 300 ml Bondi…
Was charged more for a 300 ml Bondi Boost conditioner than the actual company charges for a 500 ml. Unfortunately I just assumed by the price that I was ordering a 500 ml. Rip off!! Won’t be ordering anything from them again.
1 July 2024
Unprompted review
Reply from Adorebeauty
Hi Rebecca,
Thanks for taking the time to leave us your review.
Our prices reflect the current information provided by the brand, and upon review, we haven't identified any discrepancies between the 300ml and the 500ml size. Brands will occasionally offer discounted items or sales at their discretion which may affect any pricing variations observed.
I hope this clarifies. If you have any further questions or concerns, please feel free to reach out. We're here to assist you.
Kindest,
Jess
Adore Beauty
Fuming! So angry with Adore
Fuming so angry with Adore. I had things on order during the recent sale but mysteriously my PayPal wasn't working so couldn't purchase. I tried to rectify it but nobody got back to me? Now, suddenly my PayPal works but hang on the prices of every item has returned to its presale cost! What a take! I did try to close my account but mysteriously you are shifted to a number to call. Really annoyed here!
21 June 2024
Unprompted review
Reply from Adorebeauty
Hi Kerry,
Thanks for taking the time to leave us your review.
I am very sorry to hear you experienced some issues with your PayPal at the time of your intended purchase. I am also sorry to hear you haven't yet received a response to your enquiry. Due to our sale, we experienced a large than usual influx of enquiries and are doing our very best to respond to all of our customers as soon as possible.
I would be more than happy to further assist you with this. However, upon checking, I wasn't able to locate any communicate or profile with the details provided here unfortunately. If you'd like to send us an email at service@adorebeauty.com.au with subject line Att. to Jess; I can be in contact as soon as possible.
Kind Regards,
Jess
Adore Beauty
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