Customer ReviewsforMurad

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.

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.

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 - unreal

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.

***** 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.