Tatcha Avis 92

I haven’t needed to use the customer service but have recently fallen in love either the products and quickly ordered an entire skin routine on the back of the success of the moisturisers. I don’t know what is in the essence water but my skin feels amazing and glassy and my pores tighten right up. The lip balm has finally healed my dry lips of many years. I recently placed an order which arrived on time and did get a free bag of products including full sized items. I’m working my way through them but everything I have used so far, I just love. Effective but gentle on my sensitive and dry skin.

***************************AVOID**********************************

IT IS A SCAM

They take your money and send EMPTY packages with a note inside the package saying to contact Royal Mail. Yep, that’s right, they have the audacity to send empty boxes, with a note inside the package blaming Royal Mail!

It’s a pure scam. They scammed my vulnerable elderly parents to the tune of £79 . The experience left my parents feeling very down and despondent. Shameless charlatans

Avoid

I’m speaking for the products here, I haven’t ordered from their direct website and can see most of the complaints are about the customer service…so to save people from ordering direct, get them from spacenk instead, I always get my skincare from there, the staff are great and will help find products for your skins needs. I have been using the Tatcha water cream, I have combination skin and it’s quite nice to use, didn’t quite like the price but my skin feels soft and hydrated. Pretty much writing this to say if you want to try their products and their CS is terrible, try them from somewhere else.

WORST COMPANY EVER. I have never received my package and they told me they cannot do anything about this. I will be filing a claim with my credit card company

Since I started using the lip balm my lips are even dryer, they also sent me a small gift sample of their new sunscreen… I got horrible immediate allergic reaction! Scary! Customer service is also extremely bad! I’m not sure how much of a quality this brand is! I wouldn’t recommend it!

Empty Package/Scam!
I received an empty package. The actual product I ordered was not included, but the samples were. When I reached out to Customer Service they essentially said I was on the hook for this and refused to resend or refund me. So I had to pay for a product that I never received. Shockingly bad customer service.

Overpriced and overhyped. Samples are pathetically small. Gift sets are pathetically small. It’s just disgusting in this economy.

Don’t drink the Kool Aid hyping this brand up… will be looking at new, more reasonably priced skincare lines as a substitute for myself and loved ones… The Ordinary’s been looking pretty good lately. Can build an amazing set for the same price as one pathetic Tatcha product.

The products, although expensive, are really good but the customer service is shockingly bad. Having ordered and been very impressed with the new sunscreen, I ordered another bottle to take on holiday. I didn't have time to wait for standard deliver, so paid £5.95 for next day. My order was placed on Sunday so they had it well before the Monday 2pm cut off for next day delivery. Nothing on Tuesday, when it was due. Nothing on Wednesday. I had the email confirming the order but still have not had confirmation of dispatch. As there is no possibility of it arriving in time and delivery is now difficult, I have been trying for over 24 hours to contact customer services to cancel the order. The helpline always has a recorded message saying they are busy and to phone back. The web chat always says they are closed. My advice is to order from a different retailer and avoid Tatcha themselves.

Been a reliable customer for 2 years, ordered the dewy skin cream. Ok so I received an empty box, contacted customer service and they asked for a photo? 😅

Ordered £100 worth of products (I usually just have the rice wash and order from a third party website) to get the £100 free lucky dip bag. When the order arrived I noticed it was very light - I wondered if just one item had been shipped separately. The box was sealed and did not show any signs of being tampered with. When I opened the box it was just tissue paper and a handwritten thank you card. I couldn’t believe it !!!! Completely empty. I contacted Tatcha and the tone started as accusational towards me. I saw a few more reviews saying about empty box so suggested they must have an internal theft problem. They resent me the order but when it arrived no £100 lucky bag as promised and promoted. I contacted them again and they said they had sold out but would send products instead. I have just received the parcel and they’ve sent me 2 x Tatcha the Camellia cleansing oil (usually £48) and one rice polish travel size. It covered the £100 so I didn’t complain but I thought it was odd to receive two of the same product. All is well that ends well but I won’t order directly again.

I am a convert to Tatcha....I really like the range......but...... Iw decided to buy £219.00 worth of products so that I could qualify for the Lucky 24 free gift on a £200 spend....was totally disappointed to find no lucky bag....I was looking forward to it....I had bought a load of minis to share with friends,and introduce them to this lovely range of skincare........I am hoping this was not some
sort of devious move to encourage us to buy their products ....and now not sure if I should introduce my friends to Tatcha....I would be totally embarrassed if something similar happened to them too

Just opened my order, spent £115 to qualify for the £100 free lucky bag promotion … that was what attracted me. Opened and products in there but no £100 lucky bag !! It shows on my order receipt as part of my basket, I’m under no illusion I’m meant to have received it. Have sent email as customer service is now closed until mon … I will take this A LOT further if it’s not sorted quickly and professionally. I will give them benefit of the doubt til Monday … I will be back here to let you know the outcome.

I'm a little embarrassed to admit how many of their products I own. My daughters and I are all avid Tatcha fans. Great sales, gorgeous packaging, pure luxury. My skin looks the best it ever has at 65.

Why do all the advertising pictures show indigo night crème as full to the brim but when you purchase it, it is way below this level. Is this not misleading?

First time ordering or trying Tatcha, took advantage of their current promotion offering a free 75ml Essence when ordering any full size moisturiser.
Very disappointed as the package arrived today with no Essence inside, no free samples either just the expensive face cream.
No reply to any of my emails, the chatbot is awful and no answer on telephone.

I can only speak as I find, I have placed 2 orders within the past 2 weeks directly using the Tatcha website, the order process was smooth and simple. The products arrived next day (unbelievable service level) even though I did not pay for this service. And more than that, the products and packaging are lovely.
If only other Luxury brands (Nespresso) were half as good in looking after their valuable customers..... exceeding my expectations - so thank you !

Terrible experience! I tried to order a product on their website a few days ago. Could not get the code for check out website said I needed for an auto order. Sent an email and got a response today that was not about check out. Asked for phone number and talked to someone. Went to check out with new password provided and THEN "review order" button would not work. Called again...order placed with customer service person, who also said an email confirmation had already been sentl Did not receive it and emailed that I had also already checked spam. Response told me to check spam!! E mailed again to cancel order...they called me back to confirm cancelling and then literally hung up on me!! What is wrong with this company.?!..Ratings indicate my experience is certainly not unique!!

Ordered a product I’ve been using over a year and it arrived smelling like chemicals, chunky and burning my face - the product clearly went bad.

I returned 2 items. Tatcha confirmed after a month they had received it and then said they would issue a refund. After another month I still do not have my refund and they are not returning my msg. There is no way to contact them except through msging and email. I am now being ignored.

Add to that the cream caused me to break put completely.