BY TERRY Reviews 150

For a high end brand the customer service is atrocious. They simply don’t respond either through their own website or social media channels. I asked a question about what shade to order. No response. Stupidly went ahead and ordered. Of course the powder I received was totally the wrong shade for me. I’m enquiring about a return and have had no response whatsoever.

Absolutely horrific experience. Ordered 3 balms, only 1 arrived. Been messaging for over a week on every platform conceivable and NO reply.

We’re looking at how to take action as we’ve not heard anything.

Honestly the worst customer service. For a high end product (prices) the customer service is non existent. Live chat unavailable and emails, messages unanswered. Literally cannot speak to anyone. Will avoid in future. Appalling.

Helen is fantastic -- this is my fourth time with her and she is always a great help!!

Appalling customer service. Used the various contact channels, as they suggested, and left the required 48 hours for a response and still nothing. Left several more messages and still hitting a wall of silence. To say it’s a premium brand it’s definitely not premium customer care so order with care - either use other stores that stock the brand or buy a different make.

Have had an awful experience with the By Terry website. Would love 0 stars if I could. My order arrived damaged and it took days to get my response regarding returning the order. I was told to pay the return postage and I would be refunded £5 to cover the cost. Nothing has been refunded. My parcel arrived back with By Terry on Monday 7th May and I have been emailing since that time to chase my refund for the order. Am not even getting a reply to any of my emails. Have also tried messenger and that isn’t working and live chat is not available. What is happening.
What appalling customer service. Avoid at all costs.
Have always ordered from Space NK in the past and had wonderful service.

I placed an order with By Terry via their website. It was supposed to have arrived the next day and I got an email notification saying it was delivered, however I was in the house when it said it was delivered and nothing was actually delivered to my house. I checked with my neighbors and they didn’t receive anything either. I then contacted them through the customer service message via my account. It said they would get back to me in 24-48 hours, this didn’t happen, so I messaged again, still no response after 48 hours, I sent another message yesterday, still no response. I also emailed a few days ago as I found the customer service email address, again there has been no response. I also instagram messaged, and finally got a response. They asked to fill out a google form and said they would contact me asap. I filled out their form and not heard from them since, it’s been 24hrs. I think that the online By Terry store might be a scam, I have bought the makeup from space NK and it’s been great, but it seems that maybe the online store might not exist or is a was for them to just steal our money. It doesn’t make sense that it takes nearly a week for the customer service department to get back to me. I am really disappointed in the whole experience as by terry is supposed to be a really high end brand and costs a lot of money.

Well - what can I say - any company that doesn't let customers send them a message on twitter - despite directing you to - is possibly a company to be wary of! They sent me a message saying my order had been delivered - it hasn't - I was in, my camera shows no delivery person, no card, no goods etc etc. they are super hard to contact and I will never ever order from them again.

Helen was able to quickly and expertly assess my skin condition and recommend products that will help my complexion. She also understood the concerns I had about my skin and was able to address my questions and suggest alternatives.

Such a shame that this order went so wrong because I love the Éclat Opulent Foundation and unfortunately no one has stock of it any more except by Terry online. I order multiple units of this foundation and it hasn’t been shipped and no one at by Terry responds to any form of communication and there’s no phone number and no one any type of messaging. I can’t say it’s the worst customer service I’ve ever had because nobody is ever responded me to give me any sort of customer service.

update: NEVER ORDER from this company almost a month still waiting on a response and even the company had the cheek to post the response to this post saying somebody would contact me and no one ever has.

Ordered over £100 worth of products as you then received 5 samples , which looked travel size so would be great for holiday . When parcel received only 3 samples in box . Emailed straight away and send image of the contents of the box . Received email saying message had been received and normally 24/48 before a reply . 6 days later and nothing … I would not have ordered as much as I did if I knew the samples would not be sent , and looking on here it seems customer service is not top of there priority list . Always buy Terry products from Space NK , and will be doing that again in future and not buying direct , as I have spent a lot of money over the last few years on their products but thoroughly disappointed that a company like this have such terrible customer service.

I have placed order on Easter and was waiting for my order for more than 20 days. When i tried to contact them on line chat but no reply at all and I tried for 3 days, afterwards I tried by Instagram and Facebook nothing they simply don't reply afterwards I tried on line form and no reply so last chance was email and they replied and just simply informed my order was cancelled without any explanation and of course they never replied back.
Now I placed another order last week and hope it will be delivered. I have tried to contact them again to make sure no issues with my order but again no answer on line and by mail. So what their management thinks about such poor quality customer service!!!!!!!!!!!!!!!!!!!

I ordered from ByTerry 15th April, I have not yet received my item. I have had no response to my email queries (I have sent two), and I waited for 3 hours on the chat function this afternoon with no response or reply. I am concerned I am never going to get my money back now!

EDIT - the issue has not been resolved and I have not received my money back

I really like their products but my advice would be to order through a reputable beauty seller and not directly through them. They have taken a substantial amount of money from me and a month later I still have not received my products and nor can I get any response from emails, live chats, DMs etc….getting concerned now and certainly will not buy direct again.

I booked a virtual beauty consultation with Helen and she's been so kind and nice and gave me so many interesting tips on how to use at best my By Terry products. Plus I asked her for an advice for what shade of the CC Moisturizijng Cream would be right for me... I trusted her, bought it and... it's just perfect for me.

If you have questions, before or after buying your product, go for the free consultation!

Helen was simply great, kind, thoughtful and thorough in all her advice

Excellent exprience and help by LIV!! I ended up ordering right from the website. I love By Terry products! Highest quality! Also the customer service is EXCELLENT!

It was great to meet with Helen for the virtual consultation. Helen listened to all my questions and offered excellent advice. She was very knowledgeable, on all counts - from the science behind the products to making best use of them day to day. Helen was also warm and easy to talk to.

The consultation flew by, and the email that Helen sent afterwards was extremely detailed and helpful.

Thank you for a great session.

Experienced some issues with my order however the team (Camillia) were very understanding and dealt with my order very quickly and were very hands on!

Worst service, i ordered my package in the beginning of Februari now it is Feb. 23rd and I did not receive my package!!! I'm from Sweden and I live in Ireland so still in EU. They just respond: please give us 1 week, then please give us 48 hours and so on. I asked them for a refund and don't want the package anymore they did not reply.