11 Customer Reviews
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Review from Cynthia W
1 star07/27/2023
Horrible. I had pre-approval for some returns. Returns were sent as directed, received, but not refunded. Why? The BARCODES didn't match. Order receipts had no mention of barcodes, Murad representatives didnt mention barcodes, yet I was denied my refunds because ******** didn't match.Review from Alisha R
1 star07/07/2023
I have NEVER had a customer service employee yell and belittle me ever until I spoke to ********* at Murad. I also received a very rude, unprofessional, and condescending email that I will be posting to social media from ******* at Murad ***************** I am SHOCKED that they have an A+ rating. I purchased a subscription for 2 of their products. After trying the products, I received an allergic reaction, so I canceled my subscription. A few months later I received one of the 2 products that I thought I canceled. I called and started a return for this product. I was led to believe that they would be paying the return shipping for the product I accidently received. I found out later that I was expected to pay and that I would not be refunded the amount for shipping. I was a customer that had an allergic reaction to their product and wanted to be refunded because of that reaction. I was told by ********* that "this is normal" and that "I need to keep using it until I stop getting a reaction." I should not have to pay for shipping to return a product that I had an allergic reaction too and that I was unstratified with. This is the WORST customer service experience I have ever received.Review from Jacqueline Q
1 star02/23/2023
They put out containers that have cream and a pump and then when it ran out I took container apart and it was only 1/4 full - unrealReview from Thao V
1 star11/25/2022
I forgot about my subscription for the Daily Moisture and ordered one 5 days ago. Then now the subscription date come, they placed it automatically without notifying me ahead. And even they've not shipped it yet, I both mailed and live chat with them to help cancel the order, I thought it should be ok to cancel as the order has not been shipped yet and they'll not have to spend time and money with the package and shipping ...like other businesses still allow. However they said they can't... what a bad business and customer service. So disappointedMurad Response
11/30/2022
I am so sorry for the frustration. It is indeed true we are not able to cancel orders once they begin to process due to the limitations of our systems. If we could we would gladly do so. Reminder emails are sent 5 days prior to the shipment automatically. I reviewed the system and it shows they were sent 11/20/XXXX XX:XX and again 11/20/XXXX XX:XX. They are sent from ***************@*****.com.
I have emailed you regarding this matter so that I may personally assist you to resolve your concerns.Review from Jessica P
1 star10/13/2022
***** has an error with their mobile site that, twice now, has submitted my order without my consent while trying to apply a points reward. **************** refused to cancel the order or acknowledge their error. I now have a product I DID NOT order, sitting unopened, which they have used against me in my dispute with my credit card company. I'm happy to return it, but I will not pay return shipping for an order I did not place. This is nothing short of a scam.Murad Response
10/13/2022
I am so sorry for any frustrations caused. We use 3rd party warehouses so all we can do is print the order to the warehouse. We do not have access to their systems to make changes. Because it is unopened you can simply write your RMA# and REFUSED on it and give it to the US Postal Service. Please email ***@*****.com so that I may personally assist you. I can then assist you with getting everything set so the order will be refunded. Also I want to give your information to our web team so that they can do some investigating as to what may have happened.
Sincerely,
*******Customer Response
10/27/2022
I sent an email to the address provided over a week ago and still have not received a response. I reiterate that I did not place this order, ***** has stolen my money, and after two months of being given the runaround or just ignored there has still been no resolution.Murad Response
10/29/2022
Dear **********************,
We've requested a refund and you can keep the order. Please allow 5-7 business days for processing on our end.
We apologize for any inconvenience this may have caused.Review from Bhumika B
1 star05/23/2022
So I've been their customer since almost over a year and a half.. there was an offer, for spf lotion for ordered over $125. I understand naturally that the other promotional offers cannot be combined and so I didn't use any external coupon. They also have rewards program, which I thought to use $10 towards my order. And that automatically removed the free spf code that I had used.I have been using ulta since a long time, and they very well differentiate between coupon n rewards. When I asked them to return the order, the representative send the email.. without any kind of return labels meaning I'll pay the cost of shipping back the return box. The representative was so reckless and didn't want to bend anything for a good customer experience. I felt like I was scammed by their ridiculous customer service and their ordering policies. They need to understand, rewards are to be used towards the invoice and not as the coupon code. Wish their policies were just as good as their products!Murad Response
05/26/2022
Dear Bhumika*******
First, we would like to thank you for being a long time ***** Customer and apologize for the way your concern was handled. Our system is limited in that your $10.00 off Reward removed your promo code for a free product. Please be assured that we are working with our staff to create the best experience possible for all Customers, Customer input is the best way for us to improve our services. Please be assured that your concern will be addressed. We have reached out to you directly via email. On behalf of *****, we're sorry that this incident occurred. We hope that we have addressed your concerns to your satisfaction. Thank you again for your input.Review from Gege T
2 stars02/11/2022
Shipping is horrible. I purchased 2/4/22 and my order didn't get "approved" until 2/8/22. Then a notification about half of my order being shipped out on 2/10/22 and won't receive til 2/14/22. The half that I'm receiving are samples, not the actually product I purchased. I don't have a specific date that I'll get what I paid for. Never order from the website, go to Sephora!Murad Response
02/15/2022
We sincerely apologize for your frustrations. We do not process and ship orders 24 - 7. We ship on business days, normal business hours. The item ordered is out of stock in one of our warehouses. We were able to get your order flipped to the other warehouse and your item will ship in 2 to 3 business days.Review from Emma D
1 star01/13/2022
The absolute worst customer service I have ever experienced. I placed an order online on *** 1. On the website it said it would take max 7 days to ship. Then after placing the order the confirmation email said it would actually be 7-10 days. My order sat "processing" for a week so I attempted to cancel it. They said they were unable to as it had shipped already. It was delayed in shipping and then UPS was unable to deliver it to me because of "address misinformation" even though the address was fully correct. I had to call UPS and wait hours to talk to them. I asked them to refuse the delivery and return to sender. They said they would. Then a couple days later the package showed up on my doorstep. I now have to drive to a UPS store and send this package back. I called ***** customer service and waited on hold for half an hour then spoke with Daniel. I wanted to give some feedback and was hoping they would offer something to correct the situation. They said "this is above and beyond but we can offer some rewards points". I have an idea, how about offer to refund my money and let me just keep the package or throw it away so I don't have to drive to UPS and drop this off for it to inevitably be returned to me again when I have already gone out and bought the products from Ulta while I was waiting. Instead I now had to spend hours of my week dealing with their shipping errors. You have lost a customer for life. I've been buying ***** every couple months for 15 years, mostly from sephora or ulta but dealing with this company directly has shown me how little they care. Will never recommend this product line to anyone ever again and will be returning the product I bought from Ulta as well. For the price they charge I've heard that brands like Drunk Elephant, etc are superior and I might as well give my money to a company who cares about customers. So disappointed.Review from Steph D
1 star12/11/2021
***** engages in false advertising and customer service agents attempt to gaslight customers into believing that it's acceptable for them to receive incorrect, lesser products than what they paid for becuase "***** decided to change the kit."
I purchased 2 Resurgence Complete Skincare Regimens recently. According to their website, both at the time of purchase and at present, the Regimen includes the Retinol Youth Renewal Night Cream as one of the featured products. This cream regularly retails for $82 and is one of their bestselling products. It is the main reason I chose to purchase, not one, but two kits during a sale. When I received my packages, the Retinol Cream was substituted for the Hydro Dynamic Ultimate Moisture Cream which not only retails for less ($75), but was being discounted at multiple outlets for about half that price, indicating that it is a product that ***** either intends to discontinue and/or has overstocked and they're trying to offload it before it expires. This is not what I paid for.
I assumed that it was a simple packing mistake, so I called customer service, but the customer service agent first told me that the kit actually included the Hydro Dynamic cream and that I'd received the correct product, but when I let him know that that was not correct (I have screenshots and order confirmations), he changed his story to say that ***** was now including the Hydro Dynamic cream instead of the Retinol cream and that that's just what's in the kit now. Again, that's not what I paid for, that's not what's in my order confirmation, and that's not what was or currently is being advertised. I asked if I could send the cream back and have it replaced with the correct product, and he said no. I asked if ***** could refund me the price difference between the two products, and he said no. Not only that, but ***** requires the customer to pay for return shipping, so I would have to pay to return products that ***** sent to me in error/intentionally to deceive the customer and save money on their end. The only "fix" he could offer was rewards points, which is a slap in the face, particularly because no matter how many rewards points a customer accrues, they'll never be able to use them to "purchase" the full sized Retinol cream, because it's not offered as part of the rewards program.
I called the company today to see if I could just return my packages and be done with it. I would have settled for them simply paying the return shipping (which they should do given the fact that they are in the wrong here), but the same customer service agent I spoke with before answered the phone and pretended that he couldn't hear me...my phone works fine; I had full reception; I could hear him crystal clear.Review from Jennifer L
1 star11/29/2021
I placed an order(#XXXXXXX) on *****.com and found out the next day that I should purchase a set instead of the product I purchased. Because the set has the same price as the serum itself, and set include serum and the cleanser. I placed another order with the set and chat with ***** customer service to try to cancel my previous order. At that time, my previous order is not yet shipped, i believe it's easy to cancel. However, i surprisedly got the information from their customer services that all order was made on *****.com is unable to modify or cancel even though is not shipped yet. I have to wait until receipt and initial a return to ship it back to them, and pay for the postage myself. I really don't understand their policy, it's a win-win for both of us to not ship out of the package instead of ship and return, isn't it? Although the agent is really helpful and patient, I am still frustrated about their policy.
I hope someone can simply cancel the order, and make things easier for all of us.Murad Response
12/07/2021
Unfortunately we are not able to cancel or modify orders once they are placed. It is a limitation of our systems. Provided you do not open the package you can return it for a refund and it will not cost you anything. Do not open the package with XXXXXXXX on the mailing label. Write RMA# XXXXXX on the outside of the package and then mark it as Return To Sender and give it to the US Postal Service. Once we get it back we will then process a refund and send a confirmation email.
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