Drunk Elephant Avis 101

I too would rate their customer service as rock bottom.
I was gifted a collection at Christmas which included a DIY serum, C-Firma™ Fresh Day Serum, which you have to mix yourself then transfer to the bottle with the pump. What a gimmick!!!! The pump doesnt work and the serum leaked from its container even though the top was firmly affixed. It sort of oozed out of the bottle. Why not just supply a ready made serum in a proper bottle rather than a 'mix yourself'?
I asked customer service if I could return it and have a replacement. Like other people I was asked to take photos of the faulty product including the pump (how do you photograph a faulty pump??) fill in a form, send serial numbers, receipt etc etc. A lot of trouble just to return a faulty item.
I dont actually like the product as I find it sticky and gritty so I dont actually want a replacement as I wont be using Drunk Elephant products anyway.
I have informed them that I wont bother going to all the trouble and will just review the product instead to hopefully stop others making the same mistake.
AWFUL CUSTOMER SERVICE and awful product in my opinion.

In an era where websites tend to be more and more accessible and inclusive to more people here are they with their nightmare of a website. Horrible to navigate. Everything is all over the place, stuff moving around and popping vertically, horizontally and even diagonally, nothing is simple, readable, still, well simply agreable to visit.
It looks like they want to make something similar to Apple showcasing their newest products expect Apple website is vertically smooth as butter no matter how old your device is. I'm on a iPhone 12 Pro Max and on Macbook Pro 2019 and everything on Drunk Elephant is so stuttering with text on small images you can't catch anything right. Still even if it was readable, if you scroll down just a bit you don't even have the time to read anything that everything is moving all over the place with obnoxious animations, a nightmare for people with ADHD like me or other cognitive and focus disabilities or on the spectrum. Simply irritating for the others.

I reached them to ask politely if it was in their plans to update the website with accessibility options such as reducing animation and all. First they didn't reply after 2 weeks via email, I tried to post the same message on their socials until they stopped ignoring me by responding to the initial email, in short they told me that "having a fun, appealing website with movement and colorful products was part of their identity as a brand and that removing that aspect wouln't make any sense, I cite, don't you think?". Yeah condescending and using big words except I as a graphic designer know that the user experience worths more than a frat party mess of a website to sell. No wonder why there isn't more buyer reviews, there's like a 20-30 reviews per product…
They do offer other alternatives to buy their products for non-US residents such as Sephora or Amazon (eww), I cite "If the website causes you trouble know that we offer our products on alternative platforms" (in short: go somewhere else if you don't like the website). Well sorry not sorry but I'll keep my money and spend it to brands that care more about their customers with cheaper products I won't pay for the "brand identity" with even cleaner compositions. Lol even Revolution Beauty offers bunch of options to enhance user experience, that's why they make 10+ times more sells than the expensive and pretentious Drunk Elephant.

If you want people to get the will to spend so much on your products, make them want to instead of giving them the urge of runaway with such a terrible website and custom service behavior…

Avoid them, customer service is bottom of their list and they aren’t afraid to show it.
I wanted to give the benefit of the doubt to resolve a problem with a faulty item (Hydra serum not dispensing), but after 8 emails, sending 6 photos and filling out a from, Drunk Elephant simply don’t seem to care. No replacement, no refund, no urgency, and their current ‘solution’ (after a month of emailing them) is to await a label, post the pump back for investigations…meanwhile my expensive serum cannot be used and is gathering dust.
I’ll probably stick to other brands moving forward as this shouldn’t be this difficult to resolve.

Love the product but the packaging is awful. my Protini canister has broke three different times and a struggle to get my product out of the canister. This has also happened to other products I just hate the packaging but love the product. Beware

I truly don’t understand the negative reviews here. I am a skincare/aesthetics junkie and have tried just about everything out there. I like to try new things and shake up my routine. I was using solely Biologique Recherche products for a couple of years, but finally decided I wanted to try something new, based on scientifically validated ingredients and at least a bit less expensive. I love Drunk Elephant’s philosophy and although their products aren’t cheap—mostly mid-range—they are well worth it. With every new product I tried, I wanted to try more. They have a huge range of products that have innovative formulations using state-of-the-art ingredients, and I am very pleased with the results. I’m hooked!

I don't recommend this product if you have sensitive skin like me it will burn your face and give you bad acne Bought the little night out skin kit and every single product gave me and allergic reaction

I was a great fan of Lala retro cream and have been using it for some time. I have always found the cream to be rich, thick and creamy, just what my 70 year old face needs and responds well to. However, I recently purchased a new tub. This was during the major heatwave we had in England and the minor one we had in Northern Ireland where I live. I bought the product online and when it arrived I was both baffled and disappointed. The cream is thin and much runnier than in my previous purchases. The quality falls far short of what I have come to expect from this luxurious cream. I am very disappointed, so much so that it’s reluctantly back to Dermalogica for me.

Bad reaction to T.L.C. Framboos Glycolic Night Serum. This serum burnt my face, resulting in blisters, scabs, swelling and redness. I don't have sensitive skin and dread to think what my face would have been like if I did.

I love the product!! I love the packaging and the customer service is in point! Ann just helped me get a replacement product of the c firma and framboos because I had made a mistake on which container was defective. I will keep using them. If ur on the fence give it a go!!!

Overpriced and overrated. I spent thousands of dollars on this brand hoping it would improve my skin's tone and texture (as it promises over and over on every single product page), it did absolutely nothing but make my skin worse. I followed the guidelines of "how to use" and it just made my skin greasy and irritated. The "smoothies" that they say to use overload your skin with product and make it so oily. If your skin is sensitive, forget it. I broke out in red bumps all over my skin after using most of the products. It made me embarrassed and gave me so much anxiety. I didn't see ANY improvement in my skin at all, if anything, I feel it got worse. I would say stay away. It is extremely expensive and full of false promises.

This is the best product ever I have used every product on the market this product is absolutely amazing I love drunk elephant

I purchased an AM skincare kit and really like it. I'm so indecisive so having a morning skincare routine laid out for me has been great.

I just recently went to Ulta and bought the B-hydra serum it left my face feeling so refreshing and super soft I have really dry skin and once I put this on my face felt so clean and moisturize absolutely love

I am currently having a horrible experience with Drunk Elephant's customer service. I really like their products and I usually purchase them in Sephora or Ulta. However, for Cyber Monday, I purchased products from their site. They charged my card immediately, but my order was never shipped (even though I selected two day shipping). No one has responded to my inquiries. I have asked several times for them to either ship my order or give me a full refund.

I owe my glowing skin to Drunk Elephant. It eliminates all the harmful ingredients that plague the skincare aisles and only included good-for-you stuff. I’ve been using it for over a year and have never been happier with my skin. And the fact that they are truly cruelty free (meaning they don’t sell on mainland China, therefore, the products do not fall into the category of “unless required to do so by law”, which almost every drug store brand does and a lot of higher end brands). I can’t say enough amazing things about Drunk Elephant. BHydra is my Holy Grail, I use it twice a day. They keep coming out with new products and they’re incredible. I have highly recommended DE to family and friends and they have all made the switch.

Feels good on application but skin feels very dry 10 mins later. Smells of nothing - neutral like E45 cream. Emperors new clothes with this one!

Broke my skin out and the smell is horrible. Pure insta-hype! Do not recommend!

I am very happy with the products I have purchased from Drunk Elephant. I am also pleased they use FedEx.

The skincare products are what I use mainly. They are always high quality and the packaging is really cute, great for gift giving.

I had a great experience with customer service. I had a reaction to the facial mask. When I let them know they reviewed all the products I was using and explained why I was having an issue. They sent products for me to use while my skin readjusted. Very prompt responses and shipping.

Customer service was not good. She was first attentive when i first told her about my package being delivered to another address. She had me wait for fedex investigation to then send a replacement. I asked several time for tracking which she finally got to. This was my first tome ordering and i will not nor recommend this product based on the terrible customer service