I’ve loved ordering from Adore Beauty for a few years now but extremely disappointed in their recent delivery services. I live in a regional WA town where my deliveries were quick via Aust Post... See more
Company replied
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Review summary
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Just want to add a review here in the hope that something will change at Adore. Like so many other reviewers I’ve been a loyal customer for years (10+) and I now find the shipping times so ridiculous... See more
Company replied
Discount Codes don’t work (codes mentioned on their website). I know times are tough for businesses but I was disappointed when I spent over $250 and got a small sachet of sample product. I used be ex... See more
Company replied
The range of products is great, but the returns process really lets them down. I accidentally ordered the wrong item and tried to arrange a return so I could purchase the correct one.. but it’s been... See more
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2.0
Poor
301 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 68% of negative reviews
Typically replies within 1 week
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The jumper that looked like a beautiful…
The jumper that looked like a beautiful knitted jumper was made of material with disgusting painted on look and nothing like the plush one shown in photo. It took forever to arrive. Bought two actually. ……. Nothing like quality shown. Could have sent back but too much money so opted for 20% refund. It’s in the bin now. Never again. 👎
July 7, 2024
Unprompted review
Reply from Adorebeauty
Hi Rose,
Thank you for reaching out and sharing your feedback. We’re sorry to hear about the issue you’ve encountered. However, as a beauty retailer, we exclusively stock beauty-related products and do not carry clothing items such as the one mentioned here.
We also couldn't find any recent orders under the details you provided. To assist you further, could you please double-check the order number and details or provide any additional information related to your purchase? This will help us investigate the matter more thoroughly.
Please feel free to send me an email at service@adorebeauty.com.au with subject line Att. to Jess and I can assist you further with this.
Kindest,
Jessica
Adore Beauty
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Awful company, $600 stolen from my account
I was recently scammed $600 by Adore Beauty.
I placed a single order and hit the payment button once. I didn’t refresh the page or attempt to pay multiple times. The system created four orders and charged me four times.
I asked Adore Beauty to keep one order active and process a refund for the 3 unauthorised orders.
1. Instead of saying sorry, I was told by more than one customer service agent that this must have been my mistake.
2. Instead of keeping one order active, Adore Beauty cancelled all of my orders and only processed a refund for three orders. I was told there was nothing they could do to help me and I would need to follow up with my bank.
3. The last agent I spoke to (Chris) discontinued the chat instead of attempting to resolve my concerns.
4. I have now received a notification saying that all four orders have been shipped, which makes no sense.
As a result, I’m $600 out of pocket and won’t receive a refund for a week. I’m still chasing a complete refund and I have no idea if I will receive the order I placed.
I understand that mistakes happen, but the way Adore Beauty has responded to my concerns really reinforces that this company does not care about its customers at all.
July 29, 2024
Unprompted review
Reply from Adorebeauty
Hello,
Thank you for reaching out and sharing your review.
I am truly sorry to hear about your experience, and I understand how disappointing this situation must have been for you.
Please be assured that my team has made every effort to assist you within our capabilities while navigating this rare system mishap. I can confirm that all refunds have been processed and should now be reflected in your account. Additionally, I see that you have been in contact with my colleague regarding the shipped orders.
Providing exceptional customer service is of utmost importance to us, and we greatly appreciate your patience and understanding in this matter.
If you have any further questions, please feel free to reach out to me directly at service@adorebeauty.com.au with the subject line "Att. to Jess," and I will be happy to assist you.
Kindest,
Jess
Adore Beauty
I used to love Adore beauty
I used to love Adore beauty. Loved their free samples etc. but after buying from them quite a few times, the samples that they promised to offer never arrived. Or I would get samples that weren’t my choices. Contacted support but they wouldn’t help.
October 20, 2023
Unprompted review
Reply from Adorebeauty
Hi Jaek,
Thanks for taking the time to leave us your review.
I am very sorry to hear you experienced disappointment with our samples.
I would be more than happy to further assist you with this. However, upon checking, I wasn't able to locate any communication or profile with the details provided here on Trust Pilot. If you'd like to send us an email at service@adorebeauty.com.au with subject line Att. to Louise; I can be in contact as soon as possible.
Kindest regards,
Louise
Adore Beauty
Delayed my order after placing twice..bad systems and service
Delayed my order after placing twice. After multiple followups have now asked for my refund. Hopefully it comes through. Reason given for non processing was a syncing error in their order system. Please get your ordering systems upgraded. otherwise you will lose genuine customers. In this day and age a sorry and $5 gift voucher is not going to cut it.
July 11, 2024
Unprompted review
Reply from Adorebeauty
Hi Jhankhana,
Thank you for taking the time to leave us your review.
I am very sorry to see you have had some trouble receiving your order. I was unable to find current communication based on your Trust Pilot username, but I would love to follow this up for you.
Please feel free to email service@adorebeauty.com.au with the subject line Att to Louise; if you would like to continue.
Kindest regards,
Louise
Adore Beauty
Was charged more for a 300 ml Bondi…
Was charged more for a 300 ml Bondi Boost conditioner than the actual company charges for a 500 ml. Unfortunately I just assumed by the price that I was ordering a 500 ml. Rip off!! Won’t be ordering anything from them again.
July 1, 2024
Unprompted review
Reply from Adorebeauty
Hi Rebecca,
Thanks for taking the time to leave us your review.
Our prices reflect the current information provided by the brand, and upon review, we haven't identified any discrepancies between the 300ml and the 500ml size. Brands will occasionally offer discounted items or sales at their discretion which may affect any pricing variations observed.
I hope this clarifies. If you have any further questions or concerns, please feel free to reach out. We're here to assist you.
Kindest,
Jess
Adore Beauty
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Fuming! So angry with Adore
Fuming so angry with Adore. I had things on order during the recent sale but mysteriously my PayPal wasn't working so couldn't purchase. I tried to rectify it but nobody got back to me? Now, suddenly my PayPal works but hang on the prices of every item has returned to its presale cost! What a take! I did try to close my account but mysteriously you are shifted to a number to call. Really annoyed here!
June 21, 2024
Unprompted review
Reply from Adorebeauty
Hi Kerry,
Thanks for taking the time to leave us your review.
I am very sorry to hear you experienced some issues with your PayPal at the time of your intended purchase. I am also sorry to hear you haven't yet received a response to your enquiry. Due to our sale, we experienced a large than usual influx of enquiries and are doing our very best to respond to all of our customers as soon as possible.
I would be more than happy to further assist you with this. However, upon checking, I wasn't able to locate any communicate or profile with the details provided here unfortunately. If you'd like to send us an email at service@adorebeauty.com.au with subject line Att. to Jess; I can be in contact as soon as possible.
Kind Regards,
Jess
Adore Beauty
Reviews not working
Reviews not working. So I called Adore Beauty a few days ago to let them know I was unable to post a review on an item. They said it would take up to 48 hrs to fix but on investigation it seems to me that the functionality to leave a review on most/all items are not working, at least for me. The Lancome Hypnose mascara is not at all as AB describes (it barely coast the lashes and certainly doesn't make them look thicker) but I can't. Adore Beauty still haven’t fixed the situation 2 weeks later.
May 27, 2024
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for taking the time to leave us your review.
I am so sorry to hear you have experienced some difficulty with our review system. This issue has now been resolved.
Unfortunately, I was unable to locate any profile for you with the details provided however, please feel free to send me an email at service@adorebeauty.com.au with subject line Att. to Jess so that I can personally assist you with this should you still be having any issues.
All the best,
Jessica
Adore Beauty
Product arrived not as described - Maison Balzac Brule oil burner
Bought Maison Balzac Brule Parfum Oil Burner- Pink. Product description includes an Australian Beewax candle. However product arrived without candle as described. Contacted Adorebeauty on the same day of deliver. No response received.
May 28, 2024
Unprompted review
Reply from Adorebeauty
Hi Elva,
Thank you for taking the time to leave us your review.
I am so sorry to hear that your item was not received as expected. I completely understand any disappointment or inconvenience caused.
I can see you have been in communication with my colleague regarding this. We are currently in communication with our brands department who are investigating this with the supplier.
I have sent you an email following up from this if you'd like to check your emails and we can discuss this further.
My sincerest apologies once again for any disappointment caused.
Kind regards,
Jessica
Adore Beauty
I have tried to purchase Estée Lauder…
I have tried to purchase Estée Lauder foundation (normally 186 dollars) it was advertised for 86 dollars . I tried to order and as soon as I selected the colour it went back to 186!
Msg adore beauty and they said they have a glitch , try later , I tried later , few hrs , still not fixed, told them again they did apologise and said I can call the ph no . Tried to ring but can’t get through! This went on for few days and was never fixed . Then after mother’s day they said that it was only selected colours that were or are on special. That is not how it is advertised and I said I should report for false advertising! And to blame the website for it , for days is not good enough ! So I said not to worry I won’t put an order through as it wasn’t the price as advertised. I still have all the proof, fotoes with dates !
Very poor and deceptive ! I won’t recommend the company as I have come across it once before!
April 27, 2024
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for leaving us your review.
I can see you have been in communication with my colleague regarding this.
As explained by my colleague, when browsing, our system advertises the most discounted price available for that particular product. In your case, this particular product had multiple shade options therefore, prior to selecting the product, the most discounted shade's pricing would indeed be advertised.
However, when you click into the product, land on the product page and select your preferred shade, the correct pricing will then change and reflect for that particular shade prior to adding this to your cart and proceeding to check out.
Adore Beauty never intend to mislead customers or falsely advertise and therefore, I do apologise for any confusion or inconvenience you may have experienced.
Nonetheless, we truly value any and all feedback therefore, I will be sure to pass this along to the relevant department.
Kindest,
Jessica
Adore Beauty
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Dubious business practice with subscribe and save - not transparent to customers
Trick customers into "subscribe and save" - not transparent. Debited second amount from my bank account which I did not order. Contacted company and they said they would refund the money back into my account and void the subscribe and save recurring order. Told it would take 10-14 business days to refund back into my account. It is day 14 and still haven't received my refund. Have contacted Adore three times and each time get their "spiel"! I have contacted my bank to start dispute with Adore. I will never order from them again. In my opinion, this is dubious business practice from Adore. Their subscribe and save is not transparent and customers unknowingly subscribe to this. Nowhere on my original order does it say that it will a recurring order every 6 weeks.
Also, appalling customer service. Their email responses say the same thing over and over again and is generic! How about actually giving some customer service and actually take the time to solve this issue. I'm over it!!
March 30, 2024
Unprompted review
Reply from Adorebeauty
Hi Kim,
Thank you for leaving us your feedback.
I am very sorry to hear that this has been your experience with us. Our subscribe and save feature has been put in place to offer our customers a hassle-free ordering experience that ensures your favourite products are automatically reordered and delivered to you, all while enjoying exclusive offers and discounts. Nonetheless, I completely understand that this was not an intentional subscription order and for that I do apologise!
I can see that you have been in communication with a few of my colleagues regarding this issue. As per our last correspondence, please do reach out to us if the funds have not settled in the advised time frame.
Once again, I am deeply sorry for any inconvenience or disappointment caused by this. If you would like to discuss this further or if you have any issues you'd like to raise in the future, please do not hesitate to contact me at any time. You can do so by sending an email to service@adorebeauty.com.au with subject line Att. to Jess and I can help you right away.
Kindest,
Jess
Adore Beauty
Twilight delivery is a joke
Edited 18/04
Upgraded to 5 stars. I received a refund of the delivery fee today. Excellent (and fast) customer service. Thank you.
April 16, 2024
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for leaving us your feedback. I am so sorry to see that your twilight order took a bit longer to reach you.
I have followed this up with you via email with the order number as the subject line if you would like to discuss this further.
Looking forward to speaking with you soon.
Kindest,
Jess
Adore Beauty
Have not not worth buying fromreceived item or response to…
Have not received item or response to my enquiry
April 16, 2024
Unprompted review
Reply from Adorebeauty
Hi Doris,
Thank you for leaving us your feedback. I am very sorry to hear you have not received a response to your enquiry. I would love to follow this up for you.
I tried to locate an email using the details in your Trust Pilot username but I was not able to locate any communication from our end. Can you please forward the email to us again with the subject line Att to Jess and I will follow this up for you as soon as possible. Our email is service@adorebeauty.com.au :-)
I look forward to hearing from you.
Kindest regards,
Jess
Adore Beauty
I would give zero stars but it won’t…
I would give zero stars but it won’t let me. I LOVED adore beauty and used to be a vip member but as my last two orders had issues (one missing a product completely) and another the whole order was simply not delivered after paying for twilight shipping (or sent) and I had to continually chase up adore beauty. Now they have blankly cancelled an order out of the blue and claimed I had free promotional items in the order that I had not reached the threshold for - I have no idea how that is possible but to cancel a paid for entire order that was hundreds of dollars via email without consulting me first was the last straw.
April 15, 2024
Unprompted review
Reply from Adorebeauty
Hi Mari,
Thank you for leaving us your feedback. I am very sorry to see that your order was caught by our security system.
Adore Beauty is passionate about ensuring our customers can safely and comfortably shop online. We do have a diligent security payment system in place to protect our customers. Adore Beauty has campaign policies that are set in place in regards to gift with purchases and this is why the order was flagged.
I can see that my colleague has been in communication with you regarding this. Please allow 7-10 business days for the funds to reflect back into your account.
Once again, we truly apologise for any inconvenience this has caused you.
If you would like to discuss this or your previous orders further, please email service@adorebeauty.com.au with the subject line Att to Jess, and I will be in contact.
Kindest Regards,
Jess
Adore Beauty
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Huge range of items and brands stocked…
Huge range of items and brands stocked which is great because they sell most of the brands I use so I can buy in 1 hit. They always have good sales and the Adore Society benefits are great. Prompt postage and free Tim Tams. The one time I have to contact customer service about a return, the rep was super friendly and helpful, didn't have to wait days for someone to get back to me.
February 17, 2024
Unprompted review
Reply from Adorebeauty
Hi Jodie,
Thank you so much for taking the time to leave us your lovely review. We really appreciate it.
We are so happy to hear you are pleased with our products, promotions and delivery times. We also love to hear that you have experienced such a positive interaction with our customer service team. This is always a priority for us here at AB!
All the best :-)
Kindest regards,
Jessica
Adore Beauty
Awful Customer Service
Awful Customer Service
I placed an order with Adore Beauty a couple of weeks ago and wanted to cancel my order due to a change of mind. It was late at night so I tried their live chat option which is basically a bot (so pointless) and texted them only to receive another automated response.
The next morning, I started calling their customer service number from 9am and could only get in touch with someone at 3pm by which they said the order had already been shipped out by Aus Post. This is after telling them I tried to get in touch with them numerous times. The customer service rep was apologetic and reassured me that I won't have to pay for the return shipping fee when I submit my refund request only for there to be no option to do so when I issued my refund. Not only did I waste a lot of my time for a simple refund but also additional dollars that I was trying to save in the first place.
This is not on that customer service rep but the entire team - I won't be shopping with them again and neither should you.
January 7, 2024
Unprompted review
Reply from Adorebeauty
Hi Fia,
Thank you for reaching out to us. I am very sorry to see that you have had some trouble returning an item.
It sounds like this return may have been completed using our Refundid platform. This does incur an additional fee. Usually, under your circumstances we would proceed with this return differently through a submitted returns form so that we can cover the postage fee.
I could not locate any details using your username, if you could please email me directly to service@adorebeauty.com.au with the subject line Att to Jess (including your order number and any other relevant details) and I will be in contact asap to rectify this for you.
I look forward to hearing from you.
Kind regards,
Jess
Adore Beauty
Order declined by Company
Trying to source a particular item for Christmas as a gift.
Company declined my order - NOT MY BANK - for unusual activity or not aligning with their policies.
This was a first time order. Never used the company before. Chose not to join their club as I didn’t think I would use them regularly.
The order was confirmed by them and payment processed, only to receive an email hours later that they were declining my order and the pending funds on my account should be released back to me within 7 days.
I could reply to their email if I thought this was wrong, which I did, but that resulted in a customer service ticket which would be actioned in 1-2 business days, which would then result in the order, if it was reinstated, to not arrive before Christmas. (Express postage was not an option for this item as it was flammable - a perfume.)
I have now found the item elsewhere and purchased with no issues and will receive in time for Christmas.
Horrible experience for a first time customer. As a mother of two teenage girls, I will be telling them NOT to use this company, and sharing this with their friends as well.
Happy to provide screenshots/proof of the emails I received including the one declining my order and the response advising of service ticket and up to 2 day turnaround for a tesponse
December 14, 2023
Unprompted review
Reply from Adorebeauty
Hi Dani,
Thank you for taking the time to leave us your feedback.
I am sorry to see that your order was declined. Our security system can pick up on many variables and it looks like your details got caught up in this. I do understand that this is not an ideal situation, especially for a fist time customer. For this I do sincerely apologise!
I can see you did contact us regarding this and my colleague was able to provide further details. As mentioned, it can be helpful to contact your bank to confirm the pending amount and an estimated release date.
If you have any issues with your order in the future please feel free to reach out to me via email and I can look into this for you. Simply email service@adorebeauty.com.au with the subject line Att to Jess and I will be able to follow it up.
Once again, I do truly apologise for any inconvenience or disappointment caused with this.
Kindest regards,
Jess
Adore Beauty
My go to for all things beauty
I have had only positive experiences with Adore Beauty and any time I deviate from my go to, I always ended up back here.
The customer service is always prompt and rectified any issue I had almost instantly.
Not always the best prices but their customer care, for me, is worth paying a little more on select items.
Plus, they always include great free promotions so it always levels out and their delivery times are unmatched! So efficient
December 7, 2023
Unprompted review
Reply from Adorebeauty
Hi Chantelle,
Thank you so much for taking the time to leave us your lovely review. We really appreciate it.
We are so happy to hear you are pleased with our customer care and our promotions. Exceptional customer service is at the forefront of what we do, every day.
All the best :-)
Kindest regards,
Jessica
Adore Beauty
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This company was good until I had a…
This company was good until I had a return and they turned on me told me to pack up all the gifts with purchase and started scamming, telling me things like to cancel my PayPal dispute and that they will take money out of my account to give to another company that refunded me the money, just to say that if I cancel my PayPal claims they will then give me money that they owe back ???? Do they think I’m stupid, this is a very scammy company I would be very careful dealing with. They use any little bit of corrospondance/commucation to trap you into stuff without you even saying for them to do anything, I’ve had to stop dealing with their passive aggressive team as you can tell they are trained in this type of commutation. I spent hundreds with them and they get nasty when a couple a bucks is disputed. They don’t value customers and feels like break consumer laws.
November 11, 2023
Unprompted review
Reply from Adorebeauty
Hi Ingrid,
Thank you for sharing your feedback. Our Team Leader has emailed you on November 6, if you can please respond to her as we'd love to resolve the confusion on this matter with you.
Thank you,
Jess
Adore Beauty
Wonderful customer service and great…
Wonderful customer service and great range of skincare and palettes. Went above and beyond to help us with an order issue (which I made a wrong colour choice on) and they changed it and resolved it super quickly. Jona was the lovely person we had help us, thank you so much!
September 1, 2023
Unprompted review
Reply from Adorebeauty
Hi Maria,
Thank you for leaving us your review. We really appreciate it.
So great to hear that you are pleased with our range of products and with Jona's service - we'll be sure to pass your thanks along!
Kindest regards,
Jess
Adore Beauty
Amazing customer service as always
Amazing customer service as always! Huge shoutout to Mehel for your friendly, prompt and efficient customer service.
October 20, 2023
Unprompted review
Reply from Adorebeauty
Hi Shyla,
Thank you for leaving us your review. We really appreciate it.
So great to hear that you are pleased with Mehel's service - we'll be sure to pass your thanks along!
Kindest regards,
Jessica
Adore Beauty
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