BY TERRY Reviews 150

2 orders in last 2 months. One safely arrived after a week due to Brexit.
Fantastically packed and samples are a nice touch. Thank you By Terry.

Avoid.
My first ever order during the sale with them they cancelled half of it so i asked them to cancel the rest of the order if that was their attitude to which they didnt and sent my order. I asked if i could return it which they sent me a link to a returns lable to print. I explained i do not have a printer and could they help to which i was told someone would be in touch from customer service its been nearly a week and noones bothered to reply. Im really annoyed will never order again.

Placed an order for an ‘in stock’ item on their site, they have now waited 2 days to tell me the item is out of stock and I have to wait for a refund...
Don’t sell stock that you don’t have! It’s dishonest! I’m very disappointed!

Made an order on the 22nd of November, over three weeks later and I still havemt recieved the products. I have contacted customer service who were most unhelpful. Very disappointing service.

I have had a scheduled video consultation and no one appeared. They have been reminding me twice a day not to forget the consultation, I did my best and been online 10 minutes earlier to make things properly, but Charlotte (the consultant) never showed up. I have actually been really looking forward to this meeting as I have struggled with finding my foundation shade (people in Sephora were not really of any help) and as I wanted to do a haul online I welcomed the opportunity to ask a real life consultant about shades and other things that I might have been interested in. I am using By Terry since my first visit to Paris, when they were not so global and experienced the best in their stores, but this is just disrespectful and sloppy. Very disappointed.

Absolutely wonderful customer service. It was a pleasure to deal with this company and highly recommend them. Thank you for all of your help with my issue.

Very disappointing for such a top Brand!!!
This is the first time I am putting a negative review publicly. I ordered By Terry at 50% discount for 3 items but they only sent me 2 cheapest items and didn't inform me where are the other two high value products, so i contacted them immediately and no response for over a week, so I had to call my bank to deduct the payment for the two missing items, and meantime I kept repeating the issue on their return order website and finally someone named Alex responded to me that sorry they were out of stock.
I explained I got the order confirmation and was charged to my credit card, you should honor, they said they can only give me 25% discount for re-purchase. I refused and insisted I need the commitment of original parts, after a few weeks of communication, they excused that since I refunded those two items, they couldn't do anything to help. But as a consumer, when you were charged for something not delivered, what would you do? of course you have to stop payment to protect yourself, that shouldn't be the excuse for supplier to honor the original price and products! Anyhow, I felt so disappointed with By Terry and I will NEVER recommend it to anyone or buy any of their products in the future, a lesson learned! An ant can never fight and win from an elephant.....

Worst customer experience of my life. Waiting for over a month for your order to be shipped, missing items allegedly shipped and getting faulty ones. You will be instantly charged for your order but will know nothing about it for weeks since they won't provide you with any further info but to contact them by e-mail. Well, that if you are lucky to get any answer at all.

I ordered from them on the 5th Aug & still waiting for my order. They keep sending a reply to my emails saying they have had problems with stock & then another email about there computer system being updated & problems!! Which one is true or being fobbed off? Not very reliable company & wont be ordering from them again.

There was a sale ad on Instagram so I clicked and placed an order 10th August, I get an email saying there'll be a delay here's 10% off and then 21st August I get another email saying two items are out of stock. Had I known this before I would've stocked up whilst I was traveling (duty free). They've sent me 25% discount thinking it'll make up for the 70% I was getting in the sale but it won't and I won't be shopping here again. I also ordered Pat McGrath on the same day which arrived from USA promptly

Good products but been waiting for my order over 3 weeks now, the customer service keeps sending automatic replies