Adorebeauty Reviews 

What a $hit experience with this company.

My online order was confirmed on the 7th of August and then I was provided no further updates regarding my order it is now the 30th of August. After chatting live to a team member i find out the order is pending.

Please cancel my order - NEVER dealing with you again.

Just ordered from here for the first time and all of my products were open; not closed back properly just open and some things leaked inside. perhaps it’s was a customs thing but i paid money for the product that was lost and i am uncomfortable to use products that have been opened not knowing if they were maliciously tampered with.

I heard about adore beauty and decided to treat myself and buy some skin care products I’ve been wanting for a long time. When buying my products adore beauty has promised express shipping to every customer but what a lie, I bought those products almost 2 weeks ago and they have been in transit for the whole 2 weeks!! Every time I go to see where my parcel is it says transit, I don’t understand why they say it’s express shipping when it really isn’t and I’m starting to wonder how long this is really going to take! Do better!

Edit - customer service reached out to me to send me a $50 voucher for the trouble I've experienced - this voucher doesn't work and comes up as "coupon code not valid". So frustrating.False promotion codes- I have been spammed in FB and IG and via email that I have $50 off to spend on an order over $150. I have tried so many times, spending the correct amount and not using excluded brands. It comes up with promotion expired- I wrote to customer service and they told me I'd used that code (?) Then another code appeared in my email, for the same deal- I tried to use it and then told me the promotion was inactive. I give up- I'll go to Sephora

My parcel was stolen a couple of hours after delivery to my door. Mich in customer service went above and beyond to help. A replacement was arranged pretty much immediately after I notified Adore Beauty.
I also asked for the replacement parcel to be sent to a different address (but I gave the wrong post code), after I realised my mistake Mich corrected this as well and never once did her customer service levels waned, even though I was at fault and caused more headaches to get the delivery rerouted the correct address. I received my delivery today and can't wait to try out all the products. I will deal with Adore Beauty again, just based on how quickly they respond to and help with customer issues.

My only "gripe" would be that PBT couriers are the courier company used for deliveries in NZ - I am not sure if this is something Adore Beauty has control over or not but PBT are absolutely horrible and I have never had a good experience when receiving a delivery from them. They were not helpful at all when I submitted proof of the stolen package or proof of how their driver outright lied on the POD. AB team, if you can change couriers, PLEASE DO SO. I promise I will then be a much more frequent customer! :)

I've ordered from Adore a few times and have never had any trouble with shipping or product quality. Since the pandemic they seem to be out of stock of a lot of items, which actually makes online shopping a bit of a waste of time.
My biggest gripe with Adore is their fake discount codes. I constantly get spammed with their offers, and yet when I got to check out, all the discounts disappear. They must be breaching the Fair Trading Act in New Zealand. After falling for it again, I have decided I won't be shopping with them again.

Amazing customer service. Parcel lost in the mail and the team replaced the item very quickly. Very impressive with the quick turnaround

Does not bother to respond to customer enquiries. Won't be supporting them again.
Full month to get a package sent from AU to NZ with zero communication in-between.
I have had multiple packages delivered from both AU and the US, service & delivery via Adore is by far the worst.

They sent TWO emails with FAKE birthday offer code that didn't work. It was supposed to be $10 off for purchase above $30. I tried it multiple times but website kept saying that "promotion is inactive". Despite having $33 worth in the cart.

Contacted them and they said according to their record I've used the code (that was only sent to me this year, on 29th May) on my previous order back in 2021.

It's VERY weird as the birthday offer is supposed to expire on 13th June 2022 (THIS YEAR).

How is it possible for me to have used it a year ago, on 16th July 2021 (LAST YEAR)?

It's a scam, people. Not the first time they emailed me codes that didn't work. I had to contact them for that, too, and they did give me a different code, for a different promotion.

I feel it's a click bait, a scam to make me look at their website, put things in the cart, and perhaps they're hoping when I get too frustrated with the inactive code, I would buy those items on full price instead.

It's called deception and time wasting.

Don't waste your time. Run to other legit beauty websites!

I purchased a Beauty Chef pack from this company which included Glow and Adaptogen. I did not open the products as I had just opened a container of Glow and they have a short shelf life when opened.
This week I opened the Glow and it was clearly off. I contacted customer service immediately and after several days was advised I could definitely return the product and to submit a returns form. Yesterday I received a response telling me they would not be doing anything to help me as it was past 90 days! I was told to contact the manufacturer.
Considering opening the product reduces the shelf life I cannot believe they expect customers to check if something is able to be consumed.
The company is quite happy to spam customers every day hassling them to use vouchers but have no consideration for helping when something goes wrong.
I am now $79 out of pocket and will be contacting consumer affairs today.

I Ordered ABH brow freeze and it is meant to be clear, transparent, soft.

Instead, I was sent a faulty solid product that is growing white mold and is totally dried up and white. I wish I could insert some images to show how filthy the product is. It gave me a shock when I took it out of the box which also appeared to have been tampered with.

The company keeps old stock that is dried up and cannot be used. Sends this out to customers and expects customers to pay for cost of returns for faulty items. Customer service agents do not respond to emails after responding once to the first email.

Why must I pay you to send back faulty products that were sent to me? Not only have you caused me a big inconvenience but now I am expected to fill a form out and pay to ship back the product which should not have been faulty in the first place. This is very time consuming and something that could have been avoided if you valued your customers and had the quality control checks in place.

Given this is the second time I have encountered this issue with your stock, I will not be purchasing from this website again. There is a big risk that the stock will be old and it appears there are no health and safety and quality checks that are taken to ensure product being shipped out to customers is in good condition.

My first order was deemed lost. I was offered a refund or a replacement parcel to be sent, I requested a replacement to be sent as still wanted the products I ordered. The customer service was good and helpful and I received a tracking number for my replacement order. However my parcel doesn't seem to have moved since the 8th of April. It has now been 29 working days and it's saying it still hasn't arrived in the country! This is disappointing as I have now been waiting a very long time since my initial order which was on the 10th of March. I understand there are delays at the moment but it should not be this long at all! I have lost trust in Adore Beauty as my first parcel was lost and now it's looking like my replacement has done the same?!!

To advertise "Free EXPRESS delivery" is totally misleading and just a plain lie.
The company is obviousely aware there are shipping delays (which understandably happen in todays world) but this should be made transparent, otherwise it is simply false advertising.
My tracking details even say Standard delivery. Its been a week and my order hasn't budged so I'm not expecting it anytime soon.
Super misleading and now I'm out of pocket as i needed the items for a particular event so will have to buy elsewhere.
Customer service lady i dealt with was lovely though and i know its not her fault. Just the company misleading the consumer for financial gain.... what's new i guess.

Thank you so much for your fabulous customer service! This is why Adore Beauty is ahead of the rest. Special mention to Lorena in Customer Service for going all out to assist us loyal customers. Much appreciated!

I have always purchased from Adore over Mecca or Sephora, so much so that I have spent over $5k in the last year alone. For all intents and purposes I am the kind of customer Adore should want to retain but instead they were condescending and gaslighted me over a Vitamin C serum that I was unhappy with. As a customer I don’t care that Adore has a couple of snazzy photos and a one pager from the company saying the product is “normal” and safe to use. I’m still unhappy. Given the way Adore treats loyal, profitable customers it is no wonder their share price continues to drop. I will be never buy from Adore again.

I have loved buying from Adore Beauty for some time now. On the weekend I did not appreciate receiving promotional email from them re discount vibrators complete with pictures. If I wanted that I would subscribe to a different kind of site. Parents beware if your children, like mine, look at Adore Beauty. It's now banned at our house. Such a shame because the products are great

Dispatched on the 13th of January, it's now the 2nd of February. It's not even in New Zealand yet. I understand delays but 3 weeks to not even leave the country is a joke. I would highly recommend talking to your shipping company or changing the expected delivery times on your website so people know what they're in for. This was supposed to arrive before the 25th of Jan for my mum's birthday and now I likely won't be able to give it to her as I'll move back to uni (which is a month after her bday).

I have only followed up with customer service today so we will see how that goes.

Edit: I want to note that I totally understand delays and do not blame the company for this, once its sent out their isn't much you can do and I didn't mean this in a mean way at all.

Where is my order this was apparently sent free express shipping it is a Xmas present and apparently I won't get it now until after Xmas. So pissed off they keep changing the delivery dates. Get your deliveries on track. Adore don't say it is express when it isn't !

Foundation arrived damaged with cap undone and contents spilled. I contacted customer service explaining I could not use the foundation in this condition due to health, safety, hygiene reasons. The customer service agent asked how much leakage had occurred and from that basis they will offer a partial refund. Again, I explained I could not use the foundation in this condition at all. I received no response back from customer service. I then filed a dispute on PayPal against Adore Beauty and PayPal closed the dispute in my favour and reimbursed me with a full refund in one day. My advice would be to always use PayPal payment method if you are shopping with Adore Beauty or they will try to scam you by offering partial refunds and then not responding to your email response. Very bad customer service and company policies around damaged goods.

Update:

Following my Trustpilot review, I was advised by Adore Beauty customer service to email back to further investigate my concern. After my email back, I was sent a $20 Adore Beauty gift voucher code as an apology. I did not respond back to this email. A couple of days later, I was sent another email from Adore Beauty asking if my concern was resolved. I sent a response communicating that I was disappointed that a product replacement offer was not made for the damaged foundation I had received. Adore Beauty replied back arranging for a product replacement to be sent out to me free of charge as a gesture of goodwill. I appreciate this as I had purchased the foundation at a discounted price due to a brand promotion at the time. The $20 gift voucher I was sent and the PayPal refund would still not have made up for the cost of repurchasing this foundation again now at current full price.

Thank you to Louise for her helpful customer service. I will be sure to shop with Adore Beauty again in the future as the company has gone the extra mile to ensure my concern was resolved and that I was satisfied with the outcome.

Replacement Delivery Update:

Similar to my first order, my replacement order delivery is delayed. I can see on the tracking website that the parcel was delivered in a timely manner from Australia to New Zealand (Auckland). However, their New Zealand delivery partner, PBT Couriers, keeps the parcel and fails to deliver for over a week once received. Expect to wait more than 10 business days after your parcel arrives into New Zealand to have your parcel delivered by PBT couriers. I will also note that for my first parcel, PBT couriers stuffed my boxed parcel into the mailbox and I only knew it was delivered when I checked the tracking information. It was a really hot summer day and beauty items do get damaged in this heat. My parcel box was sticking out of my mailbox as the mailbox is too small to accommodate the size of the parcel box. I have never experienced this with any other delivery services in New Zealand, as they all leave the parcel at my front door. For this reason, I have deducted two stars from my review as the delivery partner does not prioritise timely delivery in line with the delivery timeframe listed on Adore Beauty, nor does PBT couriers prioritise the courtesy of leaving parcel boxes at the front door and not in the mailbox where it’s visible to the public and prone to get heated under the sun. If you are shopping with urgency, I would suggest looking up the delivery partner Adore Beauty uses where you live to determine if your parcel will arrive in a timely manner.

Great variety, terrible shipping.
They have a great variety of products and brands, however shipping times with PBT is absolutely terrible. I would much rather find a site that uses a different shipping service.