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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Just want to add a review here in the hope that something will change at Adore. Like so many other reviewers I’ve been a loyal customer for years (10+) and I now find the shipping times so ridiculous... See more
Company replied
Discount Codes don’t work (codes mentioned on their website). I know times are tough for businesses but I was disappointed when I spent over $250 and got a small sachet of sample product. I used be ex... See more
Company replied
The range of products is great, but the returns process really lets them down. I accidentally ordered the wrong item and tried to arrange a return so I could purchase the correct one.. but it’s been... 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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Reviews not working
Reviews not working. So I called Adore Beauty a few days ago to let them know I was unable to post a review on an item. They said it would take up to 48 hrs to fix but on investigation it seems to me that the functionality to leave a review on most/all items are not working, at least for me. The Lancome Hypnose mascara is not at all as AB describes (it barely coast the lashes and certainly doesn't make them look thicker) but I can't. Adore Beauty still haven’t fixed the situation 2 weeks later.
27 May 2024
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for taking the time to leave us your review.
I am so sorry to hear you have experienced some difficulty with our review system. This issue has now been resolved.
Unfortunately, I was unable to locate any profile for you with the details provided however, please feel free to send me an email at service@adorebeauty.com.au with subject line Att. to Jess so that I can personally assist you with this should you still be having any issues.
All the best,
Jessica
Adore Beauty
Product arrived not as described - Maison Balzac Brule oil burner
Bought Maison Balzac Brule Parfum Oil Burner- Pink. Product description includes an Australian Beewax candle. However product arrived without candle as described. Contacted Adorebeauty on the same day of deliver. No response received.
28 May 2024
Unprompted review
Reply from Adorebeauty
Hi Elva,
Thank you for taking the time to leave us your review.
I am so sorry to hear that your item was not received as expected. I completely understand any disappointment or inconvenience caused.
I can see you have been in communication with my colleague regarding this. We are currently in communication with our brands department who are investigating this with the supplier.
I have sent you an email following up from this if you'd like to check your emails and we can discuss this further.
My sincerest apologies once again for any disappointment caused.
Kind regards,
Jessica
Adore Beauty
I have tried to purchase Estée Lauder…
I have tried to purchase Estée Lauder foundation (normally 186 dollars) it was advertised for 86 dollars . I tried to order and as soon as I selected the colour it went back to 186!
Msg adore beauty and they said they have a glitch , try later , I tried later , few hrs , still not fixed, told them again they did apologise and said I can call the ph no . Tried to ring but can’t get through! This went on for few days and was never fixed . Then after mother’s day they said that it was only selected colours that were or are on special. That is not how it is advertised and I said I should report for false advertising! And to blame the website for it , for days is not good enough ! So I said not to worry I won’t put an order through as it wasn’t the price as advertised. I still have all the proof, fotoes with dates !
Very poor and deceptive ! I won’t recommend the company as I have come across it once before!
27 April 2024
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for leaving us your review.
I can see you have been in communication with my colleague regarding this.
As explained by my colleague, when browsing, our system advertises the most discounted price available for that particular product. In your case, this particular product had multiple shade options therefore, prior to selecting the product, the most discounted shade's pricing would indeed be advertised.
However, when you click into the product, land on the product page and select your preferred shade, the correct pricing will then change and reflect for that particular shade prior to adding this to your cart and proceeding to check out.
Adore Beauty never intend to mislead customers or falsely advertise and therefore, I do apologise for any confusion or inconvenience you may have experienced.
Nonetheless, we truly value any and all feedback therefore, I will be sure to pass this along to the relevant department.
Kindest,
Jessica
Adore Beauty
Dubious business practice with subscribe and save - not transparent to customers
Trick customers into "subscribe and save" - not transparent. Debited second amount from my bank account which I did not order. Contacted company and they said they would refund the money back into my account and void the subscribe and save recurring order. Told it would take 10-14 business days to refund back into my account. It is day 14 and still haven't received my refund. Have contacted Adore three times and each time get their "spiel"! I have contacted my bank to start dispute with Adore. I will never order from them again. In my opinion, this is dubious business practice from Adore. Their subscribe and save is not transparent and customers unknowingly subscribe to this. Nowhere on my original order does it say that it will a recurring order every 6 weeks.
Also, appalling customer service. Their email responses say the same thing over and over again and is generic! How about actually giving some customer service and actually take the time to solve this issue. I'm over it!!
30 March 2024
Unprompted review
Reply from Adorebeauty
Hi Kim,
Thank you for leaving us your feedback.
I am very sorry to hear that this has been your experience with us. Our subscribe and save feature has been put in place to offer our customers a hassle-free ordering experience that ensures your favourite products are automatically reordered and delivered to you, all while enjoying exclusive offers and discounts. Nonetheless, I completely understand that this was not an intentional subscription order and for that I do apologise!
I can see that you have been in communication with a few of my colleagues regarding this issue. As per our last correspondence, please do reach out to us if the funds have not settled in the advised time frame.
Once again, I am deeply sorry for any inconvenience or disappointment caused by this. If you would like to discuss this further or if you have any issues you'd like to raise in the future, please do not hesitate to contact me at any time. You can do so by sending an email to service@adorebeauty.com.au with subject line Att. to Jess and I can help you right away.
Kindest,
Jess
Adore Beauty
Twilight delivery is a joke
Edited 18/04
Upgraded to 5 stars. I received a refund of the delivery fee today. Excellent (and fast) customer service. Thank you.
16 April 2024
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for leaving us your feedback. I am so sorry to see that your twilight order took a bit longer to reach you.
I have followed this up with you via email with the order number as the subject line if you would like to discuss this further.
Looking forward to speaking with you soon.
Kindest,
Jess
Adore Beauty
Have not not worth buying fromreceived item or response to…
Have not received item or response to my enquiry
16 April 2024
Unprompted review
Reply from Adorebeauty
Hi Doris,
Thank you for leaving us your feedback. I am very sorry to hear you have not received a response to your enquiry. I would love to follow this up for you.
I tried to locate an email using the details in your Trust Pilot username but I was not able to locate any communication from our end. Can you please forward the email to us again with the subject line Att to Jess and I will follow this up for you as soon as possible. Our email is service@adorebeauty.com.au :-)
I look forward to hearing from you.
Kindest regards,
Jess
Adore Beauty
I would give zero stars but it won’t…
I would give zero stars but it won’t let me. I LOVED adore beauty and used to be a vip member but as my last two orders had issues (one missing a product completely) and another the whole order was simply not delivered after paying for twilight shipping (or sent) and I had to continually chase up adore beauty. Now they have blankly cancelled an order out of the blue and claimed I had free promotional items in the order that I had not reached the threshold for - I have no idea how that is possible but to cancel a paid for entire order that was hundreds of dollars via email without consulting me first was the last straw.
15 April 2024
Unprompted review
Reply from Adorebeauty
Hi Mari,
Thank you for leaving us your feedback. I am very sorry to see that your order was caught by our security system.
Adore Beauty is passionate about ensuring our customers can safely and comfortably shop online. We do have a diligent security payment system in place to protect our customers. Adore Beauty has campaign policies that are set in place in regards to gift with purchases and this is why the order was flagged.
I can see that my colleague has been in communication with you regarding this. Please allow 7-10 business days for the funds to reflect back into your account.
Once again, we truly apologise for any inconvenience this has caused you.
If you would like to discuss this or your previous orders further, please email service@adorebeauty.com.au with the subject line Att to Jess, and I will be in contact.
Kindest Regards,
Jess
Adore Beauty
Huge range of items and brands stocked…
Huge range of items and brands stocked which is great because they sell most of the brands I use so I can buy in 1 hit. They always have good sales and the Adore Society benefits are great. Prompt postage and free Tim Tams. The one time I have to contact customer service about a return, the rep was super friendly and helpful, didn't have to wait days for someone to get back to me.
17 February 2024
Unprompted review
Reply from Adorebeauty
Hi Jodie,
Thank you so much for taking the time to leave us your lovely review. We really appreciate it.
We are so happy to hear you are pleased with our products, promotions and delivery times. We also love to hear that you have experienced such a positive interaction with our customer service team. This is always a priority for us here at AB!
All the best :-)
Kindest regards,
Jessica
Adore Beauty
Awful Customer Service
Awful Customer Service
I placed an order with Adore Beauty a couple of weeks ago and wanted to cancel my order due to a change of mind. It was late at night so I tried their live chat option which is basically a bot (so pointless) and texted them only to receive another automated response.
The next morning, I started calling their customer service number from 9am and could only get in touch with someone at 3pm by which they said the order had already been shipped out by Aus Post. This is after telling them I tried to get in touch with them numerous times. The customer service rep was apologetic and reassured me that I won't have to pay for the return shipping fee when I submit my refund request only for there to be no option to do so when I issued my refund. Not only did I waste a lot of my time for a simple refund but also additional dollars that I was trying to save in the first place.
This is not on that customer service rep but the entire team - I won't be shopping with them again and neither should you.
7 January 2024
Unprompted review
Reply from Adorebeauty
Hi Fia,
Thank you for reaching out to us. I am very sorry to see that you have had some trouble returning an item.
It sounds like this return may have been completed using our Refundid platform. This does incur an additional fee. Usually, under your circumstances we would proceed with this return differently through a submitted returns form so that we can cover the postage fee.
I could not locate any details using your username, if you could please email me directly to service@adorebeauty.com.au with the subject line Att to Jess (including your order number and any other relevant details) and I will be in contact asap to rectify this for you.
I look forward to hearing from you.
Kind regards,
Jess
Adore Beauty
Order declined by Company
Trying to source a particular item for Christmas as a gift.
Company declined my order - NOT MY BANK - for unusual activity or not aligning with their policies.
This was a first time order. Never used the company before. Chose not to join their club as I didn’t think I would use them regularly.
The order was confirmed by them and payment processed, only to receive an email hours later that they were declining my order and the pending funds on my account should be released back to me within 7 days.
I could reply to their email if I thought this was wrong, which I did, but that resulted in a customer service ticket which would be actioned in 1-2 business days, which would then result in the order, if it was reinstated, to not arrive before Christmas. (Express postage was not an option for this item as it was flammable - a perfume.)
I have now found the item elsewhere and purchased with no issues and will receive in time for Christmas.
Horrible experience for a first time customer. As a mother of two teenage girls, I will be telling them NOT to use this company, and sharing this with their friends as well.
Happy to provide screenshots/proof of the emails I received including the one declining my order and the response advising of service ticket and up to 2 day turnaround for a tesponse
14 December 2023
Unprompted review
Reply from Adorebeauty
Hi Dani,
Thank you for taking the time to leave us your feedback.
I am sorry to see that your order was declined. Our security system can pick up on many variables and it looks like your details got caught up in this. I do understand that this is not an ideal situation, especially for a fist time customer. For this I do sincerely apologise!
I can see you did contact us regarding this and my colleague was able to provide further details. As mentioned, it can be helpful to contact your bank to confirm the pending amount and an estimated release date.
If you have any issues with your order in the future please feel free to reach out to me via email and I can look into this for you. Simply email service@adorebeauty.com.au with the subject line Att to Jess and I will be able to follow it up.
Once again, I do truly apologise for any inconvenience or disappointment caused with this.
Kindest regards,
Jess
Adore Beauty
My go to for all things beauty
I have had only positive experiences with Adore Beauty and any time I deviate from my go to, I always ended up back here.
The customer service is always prompt and rectified any issue I had almost instantly.
Not always the best prices but their customer care, for me, is worth paying a little more on select items.
Plus, they always include great free promotions so it always levels out and their delivery times are unmatched! So efficient
7 December 2023
Unprompted review
Reply from Adorebeauty
Hi Chantelle,
Thank you so much for taking the time to leave us your lovely review. We really appreciate it.
We are so happy to hear you are pleased with our customer care and our promotions. Exceptional customer service is at the forefront of what we do, every day.
All the best :-)
Kindest regards,
Jessica
Adore Beauty
This company was good until I had a…
This company was good until I had a return and they turned on me told me to pack up all the gifts with purchase and started scamming, telling me things like to cancel my PayPal dispute and that they will take money out of my account to give to another company that refunded me the money, just to say that if I cancel my PayPal claims they will then give me money that they owe back ???? Do they think I’m stupid, this is a very scammy company I would be very careful dealing with. They use any little bit of corrospondance/commucation to trap you into stuff without you even saying for them to do anything, I’ve had to stop dealing with their passive aggressive team as you can tell they are trained in this type of commutation. I spent hundreds with them and they get nasty when a couple a bucks is disputed. They don’t value customers and feels like break consumer laws.
11 November 2023
Unprompted review
Reply from Adorebeauty
Hi Ingrid,
Thank you for sharing your feedback. Our Team Leader has emailed you on November 6, if you can please respond to her as we'd love to resolve the confusion on this matter with you.
Thank you,
Jess
Adore Beauty
Wonderful customer service and great…
Wonderful customer service and great range of skincare and palettes. Went above and beyond to help us with an order issue (which I made a wrong colour choice on) and they changed it and resolved it super quickly. Jona was the lovely person we had help us, thank you so much!
1 September 2023
Unprompted review
Reply from Adorebeauty
Hi Maria,
Thank you for leaving us your review. We really appreciate it.
So great to hear that you are pleased with our range of products and with Jona's service - we'll be sure to pass your thanks along!
Kindest regards,
Jess
Adore Beauty
Amazing customer service as always
Amazing customer service as always! Huge shoutout to Mehel for your friendly, prompt and efficient customer service.
20 October 2023
Unprompted review
Reply from Adorebeauty
Hi Shyla,
Thank you for leaving us your review. We really appreciate it.
So great to hear that you are pleased with Mehel's service - we'll be sure to pass your thanks along!
Kindest regards,
Jessica
Adore Beauty
Fast shipping
Have made many orders. Love the fast shipping and usually receive in 1-2 days. Always can't wait to open for the Tim Tam! Hahaha.
9 August 2023
Unprompted review
Reply from Adorebeauty
Hi Dee,
Thank you for taking the time to leave us your review.
We are so happy to hear your orders have arrived fast and on time!
We are also pleased to hear you enjoy your Tim Tam in every order :D
Kindest regards,
Jess
Adore Beauty
Fantastic all-around!
WOW - this was my first time purchasing from Adore Beauty, and I am super impressed! Ordered exactly one week ago and received my package today in Auckland, NZ. I only purchased one item, but they threw in a full-size sample PLUS an individually-wrapped Tim Tam! Thought that was a cute touch ;) As a bonus, I got a great price on the item I ordered, and shipping was free. Thanks so much Adore Beauty - I'll be a repeat customer! :)
22 July 2023
Unprompted review
Reply from Adorebeauty
Hi Melanie,
Thank you for taking the time to leave us your review.
We are so happy your order arrived so fast and you were able to review one of our gift with purchases. We hope you enjoy your new products.
Kindest regards,
Louise
Adore Beauty
A great place to buy beauty products…
A great place to buy beauty products from face creams to makeup and excellent service. Love the tam-tam it's a nice touch thank you
10 July 2023
Unprompted review
Reply from Adorebeauty
Hi Karen,
Thank you so much for leaving us your lovely feedback.
We really appreciate it and hope you enjoy your new products!
Kindest regards,
Louise
Adore Beauty
Adore beauty always the best. 5 stars in every area
Adore beauty is the best! I’ve ordered off them multiple times and always comes the next day no matter what location I have lived. Their customer service is outstanding. So lovely and quick and actually want to solve your problem. I recommend to anyone and everyone. I had an issue with a package and within minutes they’d sent me a new one and I know it’ll be here asap. Thank you so much to sally who was so eager to solve my problem.
27 June 2023
Unprompted review
Reply from Adorebeauty
Hi Caitlin,
Thank you for taking the time to leave us your review. We really appreciate it.
I will be sure to pass your lovely feedback to Sally and the rest of the team.
We hope you enjoy your new goodies :-)
Kindest regard,
Louise
Adore Beauty
Pathetic customer experience
Pathetic experience. Deducted my money and then refused to place the order. Still waiting on a refund. Totally unacceptable and worthy of an ACCC complaint. You need to get your fraud algorithms fixed if you expect to keep operating.
19 June 2023
Unprompted review
Reply from Adorebeauty
Hi Amanda,
Thank you for leaving us your feedback. I am very sorry to see that your order was caught by our security system.
Adore Beauty is passionate about ensuring our customers can safely and comfortably shop online. We do have a diligent security payment system in place to protect our customers. The feedback I provided to our security system was successful, and orders placed again using the same details should be accepted moving forward.
I can see that my colleague organised the refund for you yesterday. Please allow 1-3 business days for the refund to appear back in your account.
If you would like to discuss this further, please email service@adorebeauty.com.au with the subject line Att to Louise, including your order number if available.
Kindest regards,
Louise
Adore Beauty
29 days for "express shipping "
I placed an order with Adore Beauty on May 17th, but after 20 days, I still hadn't received my package. I contacted customer service and then again after 22 days, but I still hadn't received any communication about my order. When I spoke to Emma through the live chat, she was extremely helpful and went above and beyond to investigate the issue. However, I'm still frustrated with the situation as I was informed that NZ Post could deliver the package, but it would take an additional 6-7 days, bringing the shipping time to a total of 28-29 days.
It's disappointing to see that shipping delay issues are a common problem for customers in New Zealand, and Adore Beauty should consider using a different provider to lessen the burden of shipping delays on customers. Despite being offered a refund, I don't think I'll be ordering from Adore Beauty again due to the shipping issues.
17 May 2023
Unprompted review
Reply from Adorebeauty
Hi Kat,
Thank you for leaving us your feedback. I am so sorry to see that your order is caught in such a long delay.
At the moment, we are currently offering international standard shipping however we are exploring different couriers to NZ too.
Our NZ couriers have informed us about current delays due to extreme weather conditions that may have contributed to the delay last month. In saying this, it definiately looks like there are further issues with your order, due to the extended timeframe, which is much higher than anything we have been told to expect.
Looking at your tracking, it looks like delivery was attempted within 7 business days of leaving our warehouse, however, this was not successful and the order was taken to a collection point. It looks like your order is being processed for delivery again today and it looks like you will still receive your items soon.
I have reached out via email this morning with further information regarding your order and if you have any questions please feel free to respond and I would be happy to help.
Kindest regards,
Louise
Adore Beauty
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