Reviews

Review Details

• Review fromAllison P

  Date: 10/23/2024

  1 star

  Allison P

  Date: 10/23/2024

  I had been a customer of this company for a few years. I had recently purchased some product from them for over $200. After doing some research, I found out that the product I purchased was not tested on pregnant women so I did not feel safe using it. I called them up and they did allow me to return the product for store credit, past their return window. After I received the credit, I purchased other product from a different company, that I had called previously and was told their products were safe for pregnant women to use. After I received the new products, I found out from a friend that only one of the products was deemed safe for pregnant women to use on EWG and various other websites. I hadn't even really used any of the product and called them to explain what happened. They told me that I had exceeded my allotted returns for the year and would not allow an exception for me to return the products. I even explained how I had called the actual skincare company and was told these products were Ok for me to use and they told me to address it to the skin care company directly. I called the skin care company again and they told me they also could not help me and that I would have to go through Lovely Skin. I called Lovely Skin back to explain what the skin care company advised and they repeated they could not credit me and that my allotted returns were done for the year. I asked to escalate the issue and was told the same thing. I am appalled by how this company is run! I was lied to about the safety of the products from the skin care company and my money is not something I care to throw away. I will never order from Lovely Skin again and no one else should either! They do not seem to care about undue stress put on customers in the pregnant population and I will make sure to put the word out on social media about what they did to me! Shame on you Lovely Skin!!
  

  LovelySkin.com

  Date: 10/25/2024

  Dear Allison, We are surprised to have received your review submitted to the Better Business Bureau knowing we made exceptions for you to return items above and beyond our return policy. Our policy is very clear and we have explained it to you on multiple occasions, both in writing and on the phone. Returns are an integral part of our experience, but we have to put a limit on the numbers of these in order to provide the excellent other parts of our total experience. Please know that we will evaluate this as well as all of our options each year though at this time, we do not have an unlimited return policy. Each company must set certain policies in order to continue offering a certain level of service, manage costs, resources and more while delicately balancing superior customer service. While we are always evaluating our policies, including our return policy, we try to be fair to our customers and in line with the majority of our competitors in this field, while continuing to provide award-winning customer service. We have recently improved our returns to the current system, but always appreciate any and all feedback. We’d love to say that LovelySkin is a great fit for everyone though if unlimited returns are a necessary part of your shopping, this isn't something we typically suggest, but it perhaps there is another online retailer that is a better fit for you. Thank you. LovelySkin Customer Care Management

• Review fromJay L

  Date: 09/11/2024

  1 star

  Jay L

  Date: 09/11/2024

  I’ve been a loyal customer for years with lovely skin. They were offering a promotion with a purchase of a full size elta md sunblock product. Anyway this free travel size product is expiring in two months. So you’re trying to get rid of this expiring product so you’re offering it for free to your customers? Basically this sunblock is useless as a free gift considering its expiring in two weeks for this promotion was running end of August and i purchased this product that time. Beware of lovely skin offering these promotions and free trial size anything or free anything because the item that you’re receiving is most likely expired! If I didn’t read the expiration date my skin would be damaged and not protected. Do better lovely skin. I’m highly disappointed
  

  LovelySkin.com

  Date: 09/13/2024

  Dear Linna, Thank you for your call Wednesday. As seen on the picture provided, we were very upfront on this promotion that this product had a limited time till sell-by date. We are happy that we could provide this to our loyal customers as it was a free, $35 product that would have otherwise been unable to give joy and allow customers to experience this great product. As provided for you today when this promotion was available, we clearly noted in our promotion email the expiration date of this item is in 10/2024. This was also displayed in the shopping cart throughout the checkout process and read “Free $35 EltaMD Full-Size UV Sheer Broad-Spectrum SPF 50+ (Expires October 2024.) We also updated the banner on the EltaMD brand page to also note the expiration date. We do all we can to provide accurate information any time an item being offered has a shorter expiration date than at least 6 months out. It is not common, though sometimes this is the best date available from the manufacturer. We can assure you that unless otherwise noted, you will receive the longest expiration date on your products as they arrive to us directly from the manufacturer. Lovelyskin.com is owned and operated by a licensed dermatologist and cosmetic surgeon. We are affiliated with a dermatology practice, medical spa, and research study clinic and have our own flagship retail store and distribution center in Omaha, NE. As such, we guarantee that you will always receive authentic, fresh and high-quality products from us. As you mentioned, you have been shopping with us for some time, since 2013 actually. It is unfortunate that you chose to put an untruthful review and statement on SiteJabber and other sites and we suggest you shop elsewhere in the future if this is the way you feel about us. We have put a hold on any samples sent to you and closed your account. Our best wishes to you in the future. Thank you. Sincerely, LovelySkin Customer Care

• Review fromChristine C

  Date: 02/28/2024

  5 stars
  Have ordered multiple items from Lovely Skin for several years and had no issues. Always receive the product plus some free samples.

• Review fromNL L

  Date: 12/22/2023

  1 star

  NL L

  Date: 12/22/2023

  I purchased a product when it was on sale and I just tried to use it. The nozzle was stuck (would not rotate to the open position) and I have long nails for the holiday. I grabbed a pair of scissors and used it to push the nozzle with a bit more precision (and so i didn't ruin my nails). The nozzle was so stuck in the closed position that when i pushed with a little more force, the whole top popped off and everything fell on the floor, including the contents of the bottle. For the record, the nozzle is STILL stuck in the shut/closed/locked position. When I contacted customer service for either a refund or a replacement, I was told that because it had been a while since I purchased the product and I 'altered' the packaging, all they could offer was a 30% to repurchase the product. 1) I did not alter the packaging - IT WOULD NOT OPEN and when I tried to use a little more oomph to open it, the whole thing cracked open. 2) I purchased the product on sale and it just sat on a shelf. Clearly this company has no qualms about selling defective products and has no accountability when a customer calls them out on this. What this company offered instead was a 30% discount to REPURCHASE the product. What that means is the customer gets to pay a net 170% for just that 1 item. Please spend your hard earned money at a retailer that has some accountability when selling a defective product and doesn't offer such a condescending "make-good" offer.
  

  LovelySkin.com

  Date: 12/26/2023

  Dear Natalie,
  
  As confirmed for you via chat, we have noted your account and will provide a one time use code that will apply a 30% discount to your entire next order with us and we wish we could have offered more, but this product is well over six months from the time you received it and you admit that you used a pair of scissors to attempt to open it and destroyed it in the process by dropping it.  Had we been able to assist you, I am sure we could have helped, but after you have personally destroyed the package and lost the contents in the process, there is very little else we can do here to assist other than our offer to reduce your future purchase by 30%.  
  
  We apologize again that the product purchased with us in May 2023 did not dispense for you right away. While this product does need to be twisted to open, in the event that does not occur it does not deem the product defective and many times we can provide troubleshooting tips to help with product concerns so that ultimately we can get your product working for you right away.
  
  After a product is accidentally damaged or dropped and breaks, as well as it is 7 months from the date of purchase, a replacement is not available. We offered a generous discount on the repurchase of the item even knowing that it was 7 months out from the date of purchase, and had been dropped causing it to break and encounter loss of product.  We wish you the very best, but cannot help you further in this situation. 

• Review fromPamela M

  Date: 09/06/2023

  1 star

  Pamela M

  Date: 09/06/2023

  9/7/23 Current officer manager of the skin care department is completely ruining the owner’s reputation, as I was a very good and regular customer . My average spent was over 200 monthly .Erica M***** has an ego problem big time ! I was accused by her in writing via email . As when I called about a item in my box . I didn’t know if it was a gift or what . I called and she sent a raving letter and I simply responded that I was not sure and certainly wouldn’t lie . They sent me a item - my gift - which was a pimple cream . I am 57 and don’t struggle with acne . I called owner’s plastic surgery answering service to inform him of the Arica . I never got a call back from him nor any of his staff - just a writing from Arica stating , I was no longer welcomed to order from them ever ! I have product to return and tons of paper coupons by lovely skin that I can’t use .
  

  LovelySkin.com

  Date: 09/07/2023

  Dear Pam, As included in our previous correspondence, we do not tolerate abusive behavior towards our staff, and each interaction with you resulted in that, or something similar. Prior to your account being closed, we attempted to make you happy, but ultimately were not successful. In our last interaction, we continued to make one final exception and refunded the rewards remaining on your account, despite the fact that this is not necessary. We ask you to not contact us in the future and your return is not able to be accepted. Our best wishes to you with your future shopping elsewhere. We wish you the best. Thank you. Arica McNutt

• Review fromVictoria D

  Date: 08/17/2023

  1 star

  Victoria D

  Date: 08/17/2023

  HUGE customer service issue. I paid for my order through PayPal, like i do for nearly all my online purchases because it’s safer then entering credit card info and apparently their “third party payment verification” canceled my order and didn’t get them a reason. My issue is I never received ANY communication from lovelyskin that my order was canceled. Not even an email. I was waiting on my order for a week only to find out it’s never going to come. Employees were rude and just outright horrible when i tried to ask for any assistance or help figuring out why this even happened.
  

  LovelySkin.com

  Date: 08/21/2023

  Dear Victoria, Thank you for your order. We understand the frustration with that your payment method was not approved, and because of that your order did not ship. It has been discovered that your email address matches a recent fraud trend, and that your IP address has been previously involved in being sued for fraudulent activity. Accounts and addresses that have previously been involved in fraudulent activities are among some of the reasons orders will not pass verification. We are not notified to reach out to you by the third party verification system when an order is declined, for the protection of the account holder to avoid perpetuating fraudulent activity. When you contacted us to request free next day shipping on a new order, we kindly declined not wanting to promise something we would not be able to guarantee if your following order also did not pass verification. After further investigation, we can confirm that a second order also would not have been verified. While I am sure there are some people who have been dissatisfied with LovelySkin they are very rare indeed. We endeavor to always provide the best service and are not accustomed to receiving feedback such as yours knowing that. We are sorry you were not notified, and can confirm we will not process orders for you. Thank you. Sincerely, Arica M*****

• Review frommarsha l

  Date: 08/09/2023

  1 star

  marsha l

  Date: 08/09/2023

  Customer service is an issue. I can understand company policy and have no issues with policy but the treatment I experienced by an employee is not acceptable. I would love to be able to speak to someone about the issue I experienced. When I asked the employee to speak with her supervisor she would not allow me to speak to anyone but her.
  

  LovelySkin.com

  Date: 08/11/2023

  Dear Marsha, We apologize to hear you feel you were mistreated. As an overview of the communications, it can be confirmed you were offered assistance as well as the information that your product would work perfectly for you once brought back down to room temperature as soon as you contacted us. Amongst the offers provided immediately, were a pre paid return label to return the item, which you have, and have been refunded in full as confirmed for you this morning. At the same time you were offered this, you were offered an alternative option of a discount to account for the slight leak in transit and to keep the item to use in lieu of being in the position to make a return. When you voiced it would not be easy to return the package, options of how to make this easier including handing it to your carrier or leaving it in an open parcel locker were discussed though determined not to be possible after some discussion. On your call you provided you did not feel the 15% discount was fair and at the time were asked what discount amount you felt was appropriate, though continued to choose the free return option. On the same call, you asked to speak with a supervisor other than the Director of Customer Care and it was confirmed for you that I am entrusted to help with these concerns and would pass along your feedback which I provided for you then, and can confirm for you now that I have. I apologize again for any frustration, and that you feel you have been mistreated. My intent was to find the easiest and best resolution for you, knowing what you are enduring. We wish you the best. Thank you. Sincerely, Arica ****** Director of Customer Care