Paula's Choice Europe Reviews 278

You buy an item and they deliver it 2 times to a wrong address in another part of the city. Unbelievable how stupid they are

I git a damaged item. When I tried to report it, I kept running in a loop of the same questions on their website… besides, I get a lot of emails daily and have no clue when did I subscribe for such newsletters.

The products themselves are solid, but do not buy from their official website under any circumstances. I paid for four items and received only one. The package arrived damaged, and after more than 20 emails, I have received no replacements, no refund, and essentially no customer service at all.

Their customer support is unresponsive, dismissive, and takes zero responsibility for missing products. It is impossible to get a clear answer, let alone a solution. Ordering directly from them has been a complete waste of time and money.

If you want their products, buy from a reliable third-party retailer that actually handles customers and deliveries. Based on my experience, purchasing from their website is a high-risk and extremely frustrating process. I give the lowest possible rating and strongly advise others to avoid their online store entirely.

Bad experience. For 2 times I cancelled myself from the newsletter but emails keep coming. I blocked the sender

I had ordered the exfoliator, bit of a mix up with order received. Used the live chat and agent was extremely helpful and understandung. All sorted out very quickly and new order was sent out and received within a few days (with a larger size than i had originally ordered) just for the inconvenience. Cant wait to use 👍

Update 16.06.25
I received my order, I really don't understand why customer service provided on Paula's Choice site didn't work. The phone number send you for chat, but chat didn't work.
Best way to contact customer support info@paulaschoice

Wrong order received.Ordered items £124 worth Order N GB01864185, received absolutely different items. Phone and chat didn't work. Very disappointed with Paula's Choice. Please be aware!

Some of the products are truly amazing, they have great information for vegans, and I received very helpful & professional customer service.

Dreadful company! I have used Estée Lauder products for years and thought I’d try this brand for skincare. I received my order on Wednesday but there was an item missing (exfoliant, worth £25.69) I sent an email and was told that they only dealt with America/Canada, etc but they didn’t give me the correct email to contact the UK which I thought was appalling service. It’s not easy or clear to find a UK customer services contact. I sent another email asking for the missing item to be sent ASAP but have had no response! So I have paid for an item that I do not have. If I don’t receive a response shortly, I’ll be taking this to Trading Standards. My order No is GB01841423
They ended up sorting out my missing item and I have now received it. Along with a 20% discount code. So I’m fairly happy with the outcome.

Ordered a product 14 days ago order number GB01802473 I have phoned and emailed Paula’s Choice around 20 times and they are SCAMMERS DO NOT TRUST THEM PLEASE!! No one calls me back and I have spent £100 with no delivery and no one cares or will help me .. I am going to start legal action against them Jayne Jarvis

Avoid this company at all costs! They act like scammers – I paid for products I never received, and their customer service has been absolutely terrible. Despite providing all the necessary proof, they refuse to take responsibility for the missing items, ignoring the fact that, under EU law, the seller is responsible for ensuring delivery. Instead, they try to blame the customer. Completely unprofessional and a horrible experience!

In the past I always consulted Paula Begun’s Beautypedia-‘Best Products’ information and read about ratings and reasons for an evaluation before buying any skincare products. I even bought her books before her information was available online.
If was the most precious well researched and educational information I have ever seen in the confusing manipulative misleading cosmetic industry that is particularly ‘generous’ with promises and assurances about magic ‘rejuvenating’ effects of their respective concoctions!
I have also bought Paula’s Choice Products since they came onto the market many years ago.
THEN, some 3-or so years ago, THE BEAUTYPEDIA-BEST-PRODUCTS SITE AND THE WELL RESEARCHED RATINGS ABOUT HUNDREDS - THOUSANDS OF COSMETIC PRODUCTS was destroyed by the company who bought Beautypedia, UNILEVER!!!

When I buy Paula’s Choice Products now from the ‘new’ company Unilever online in Germany, they present themselves as (UNINVITED!) ‘personal best friend’, apparently thinking that this entitles them to address me on the ‘informal first-name-basis’!
They most likely think that this would want me to ‘confide’ my skin ‘secrets’ & problems to them & that this would make me buy more!
They probably also think it makes them look ‘hip’, ‘young’ & ‘advanced’…
Unfortunately I experienced how uninformed, incompetent, rude and poorly trained staff at Paula’s Choice Germany’ are!
It is repulsive and alienating how they try to ingratiate themselves!!
It is cheap, disrespectful, rude, inappropriate unprofessional stubborn manner of addressing very longstanding customers of Paula’s Choice long before this particular bunch of ‘advisers’ and ‘friends’ arrived at Paula’s Choice!!!
When I point this out to them, they are DEFENSIVE, RUDE, STUBBORN, UNTEACHABLE AND IMMATURE!!!
WHILE AT THE SAME TIME ADMITTING TO NOT! ADDRESS THEIR DOCTOR, BANKER, POLICE OFFICER, ACCOUNTANT, TEACHER, STRANGER, NEIGHBOUR LIKE THIS WITHOUT HAVING BEEN INVITED!!!

THE BEAUTYPEDIA-BEST-PRODUCTS SITE HAS BEEN DESTROYED BY UNILEVER, MOST LIKELY BECAUSE MANY OF THEIR PRODUCTS DO NOT STAND UP TO SCIENTIFIC TESTS AND SCRUTINY!!!
I WANT THIS SITE BACK!!!
I AM EVEN PREPARED TO PAY FOR THIS PRECIOUS SITE THAT WAS CREATED BY PAULA BEGUN!!!

In most of the above comments I am referring to Paula’s Choice Germany, where it is particularly rude to address customers and strangers on an informal ‘first name basis without being invited!! (With exception of VERY informal situations, and even then when the person concerned is happy with this!).
I WANT TO ADD ANOTHER SHOCKER COMING FROM ‘PAULA’S CHOICE GERMANY’!
Living in a very sunny country, it is particularly important for me to buy sunscreen with at least SPF50.
When I wanted to order a year’s supply in July/ August 2024, this was suddenly not available in Germany anymore!!
I enquired via WhatsApp on the ‘helpful’ WhatsApp-Chat, and was told after asking THREE TIMES! that it had been ‘stopped unfortunately’ ‘upon customer request’ and ‘other reasons’!! Furthermore I was informed that the anonymous WhatsApp person was glad that she could ‘help me’!!
I researched, and found out very quickly that Paula’sChoice sunscreen SPF5S0 had indeed NOT BEEN STOPPED!!!
I informed the ‘competent person’ behind the anonymizing WhatsApp-Screen about this!
Next came ‘heartbroken’ 💔💔💔Emojis telling me that the sunscreen had been removed from Paula’s Choice Germany’…
I reminded the ‘competent’ person that I was definitely not in a casual first-name-relationship and wanted to know WHY the SPF50 sunscreen was suddenly not available in Germany anymore!
I was told that the product had been stopped because of ‘unknown reasons’!!!
I wanted to know THE REASON!!
I was told that ‘safety of customers was first’ for Paula’s Choice Germany, some empty blabla about safety standards and more stupid irrelevant childish emojis!!
STILL NO REASON GIVEN!! NOR AN INDICATION THAT THE ‘COMPETENT’ PERSON WOULD PASS ON MY QUESTION TO SOMEBODY MORE COMPETENT!!!

Later I was notified by some more ‘senior’ very arrogant condescending ,V…. -without-surname’ (of course) that Paula’s Choice Germany wasn’t obliged to tell me anyway why the SPF50 sunscreen was not available in Germany anymore, and that at Paula’s Choice their customers were addressed in any which way they pleased, respectful or not!!!

I wonder whether this ‘V…. -without-surname’ addresses strangers, doctors, police officers, teachers etc in such disrespectful manner!

DATE OF EXPERIENCE: AUG 2024 IN GERMANY, (where it is rather disrespectful and rude! to address customers on a first name base in such unwelcome overfamiliar manner, PARTICULARLY WHEN ADVISED THAT THIS WAS UNWELCOME & INAPPROPRIATE!)

Very poor, when I ordered I was told that my product would be 100% be delivered before 24th December. Then today I have been told it won’t be delivered until 27th December. If that’s the case then don’t lie in the first place and guarantee something which you actually can’t. Don’t use this company if you want things on time or don’t want to be lied to.

I don’t know what happened to Paula’s choice Europe but they act like scammers lately. I placed a big order on 26th if November and even though I received a Track&Trace link, it doesn’t get updated. Their customer service and support is non existent, they don’t offer an explanation or a solution. They blame the delivery company but it’s their responsibility to send the packages with a trusted company and in a timely manner. I lost a lot of time and money as Poste.it from Italy is not better at the customer support part. Turns out, it’s not even in Italy this package and now it says my order was cancelled. I waited 2 weeks for nothing and i don’t have the time to order another one till Christmas. Shameful

Where the hell is my order? It’s been waiting for the order by EVRI for about 10 days, and impossible to get hold of them. I spent over £118 on items with no delivery in sight. My order number is GB01758617. I’m flying out on Tuesday the and these were gifts. To say I’m never ordering again is an understatement. Also, please improve your customer services ‘agent not available’ to every question that YOU ask is not appropriate and when you call it just says someone will call you back but never does. Where is my stuff? When did you turn from a reputable company to a scammy one?

I have ordered from Paula’s Choice many times and love the products. The one time I had problem with the delivery and did not receive my parcel, they promptly sent the replacement which I received within two days.

I placed an order on November 26th and received the confirmation and tracking number for the shipment that evening. However, the tracking number was never functional, and I was unable to track my package. I waited the 2-4 business days that Paula’s Choice estimates for delivery, but after 5 business days with no order, I tried calling customer support without success (it is impossible to speak with them via phone ). I then contacted them via chat, and they first blamed the courier (Post.it), then claimed they would send the product again.

I requested an email confirming the reshipment, which they sent while I was still in the chat. However, the new tracking number provided in the evening was also not working. I waited the following day, but still couldn’t track the package. At this point, I decided to cancel the order.

When I contacted customer service again via chat, they informed me that I couldn’t request a refund until I received the product, even though I had no reliable tracking information and no guarantee that the product would even be shipped. They continued to blame the courier and provided misleading information about my consumer rights. After more back-and-forth, I requested written confirmation that the tracking number would work within 24 hours or I would receive a refund. They stated they could not send such an email while on chat, and abruptly closed it.

Shortly after, I received an email stating that I would be refunded within 10 business days. This made me realize that the product was likely never shipped and that I had been misled with false information. Although customer service appeared polite, their responses were unhelpful and lacked transparency. Given the poor communication, unprofessional behavior, and lack of accountability, I strongly advise against using this e-commerce site.

I will now wait these 10 business days for the refund and hope they honor their commitment. If not, I will update my review accordingly.

They're scammers IMO. Place an order, delayed delivery, won't cancel the order. Instead you have to refuse delivery of the order...which of course they never deliver.

Go somewhere else, save yourself the hassle.

I just wanna leave a wonderful and warm thank you for this product that has been really helped my frustration for many months with my hormonal acne. Exactly 20days my face was really better seems was nothing happenend..Just like boom magic.
Dont look with the price might you get dizzy hahaha but try atleast the first small set which really a good combination.
Thank you again i will buy and buy again and might try another product

Their products turned my face yellow. Daily SPF moisturizer and retinol treatment