Dr.Jart+ Reviews 18

I placed an order for £70 specifically because Dr. Jart advertised a free cleanser when spending over £50. The promotion was shown as active but the gift was never included.

Customer service gave conflicting explanations-out of stock, then not added to basket-while confirming the promotion was still being advertised despite being unavailable.

There was no notice at checkout and no fair resolution offered beyond returning the entire order.

This feels less like a stock issue and more like a promotion used to drive purchases without intention of honouring it beyond a very limited number.

Extremely misleading for a premium brand.

Update: After initially refusing any resolution, Dr. Jart later arranged to send a full-size product as a goodwill gesture, which I appreciate.

However, the promotion was still displayed as available while out of stock, which caused the issue in the first place. Clearer communication at checkout would prevent this from happening to other customers.

I am 55 years old and my skin is so sensitive in acne prone and dry it is unbelievable it burns sometimes it hurts so bad. I do a lot of research on facial products just to see how I can fix my problem. I came across Dr jart's products and I thought I would give it a try to repair the barrier on my face on my skin. I bought the barrier face cream and a couple of face masks. I put the cream on my face and it literally set it on fire and the next morning when I woke up I had cystic acne covering my whole face. So I decided to use one of his masks because it's for aggravated skin I put that on my face and oh my god I have splotches of burnt skin irritated skin cystic acne skin it is unbelievable I've never seen anything like it before in my life on me I am too old to cry about my face and not one person in customer service is helping me buyers beware

No free gifts - same as previous reviewer.
Deliberately spent more to get the free gift of the lip balm + teddy key ring but they were not in my order.
Live chat said they were out of stock even though the lip balm was still for sale.
Then Live chat said could not send the lip balm on its own as they came together. Again this is not true as you can buy the lip balm separately.

Was going to order some stuff for Black Friday, especially since they were giving free gifts away. After picking everything out, they had changed the gift before I could purchase. Didn't order anything and chose different skin care brands instead.

I always buy from a store, so can’t comment on the online service as most others here have. I am very happy with the Vital Hydra Solution hydro plump water face cream product and have used it for several years. However, it distresses me each time I buy it that so much plastic is still used in the pot. This can’t be justified in the present era and I strongly recommend the company change the packaging to match the simple glass or plastic containers they use for the rest of their products.

First order with Dr Jart and it will my last! They had a promo, Flower Tray, which was not included in the package. When I reached out to them, it took 56 minutes before someone Chatted back. I was told that they ran out of their promo item (when I looked at their website, they still have it posted on their website). In terms of the sunscreen, there is a funny smell to it…

Amazong customer service

I regret not reading the previous reviews.
I'm stuck in a loop with Dr Jart+ customer service... absolutely terrible!
Do not bother ordering online from this company. If you like the products, buy them from Boots etc.
Ordered on 2nd December. The order was dispatched on the 3rd December. The courier, Evri, lost the package, no surprise there.
Called customer service on 14th after unsuccessfully chasing Evri.
The customer service representative put through a repeat order. As of today, the 18th, I'm still waiting for the order to be dispatched, despite chasing for the past 3 days. I just keep being fobbed off with "your order will be dispatched today".
I expect better from a company that's part of Estee Lauder...

Really unhelpful and rude customer service both in store and via email. I’m sure the skin care is fine but I will be spending my money elsewhere.

Frustrating experience, then told I could not speak with a manager, just that my feedback would be reviewed.
Would not recommend.

Is this a scam company, i thought they were part of Estee Lauder?? Ordered over 2 weeks ago, not received order. No other option but to contact the company via phone, (continually says on the website chat option not available), on hold for over half an hour and finally get through to what sounds like an automated recording - then goes silent and then cut off!! how infuriating, am now holding again as have no other options. Wont be ordering again thats for sure. Wish i'd read the reviews on here before i ordered.

So so gutted I didn't read these bad reviews before ordering. I just spent £40 on their website and received a TESTER in the post. They have no chat function on the website, despite saying there is one, the Whatsapp contact is conveniently closed, and there is no other way to contact the company.

I called on day of delivery - x1 mask was enclosed x6 missing. I had ordered 7 in total. I was told I would receive these the following week. I then received an email advising out of stock and to expect a refund in 5-7 business days - this has not been received. I have emailed several times in reply to the email advising me of an expected refund and have not had ANY response! Not even a generic we are looking into the issue.

It’s now almost 1 month since I placed the original order!

How can such a large company receive so many bad reviews? Seriously Dr Jart - AKA Estée Lauder sort this out!!

For a worldwide brand this is totally unacceptable I will not be ordering from you in future and will also post this to as many places as possible to warn others.

DONT BUY FROM THEIR WEBSITE!!!

Bought some products, waiting for tracking number when I got the dispatched email (took five days for that). I call up as I haven't had a tracking number for 3 days and they say it got delivered 2 days after I placed the order (so even before it was dispatched?) sounding really fishy. They say they have resent me the entire order and will provide tracking number when it's dispatched - which never got sent.

Tracking info provided by the website is obviously faked, no one responds to you when you contact them on whatsapp.

Probably good products but really poor service from Dr Jart themselves.

Absolute scammers use something like ASOS to buy from them if you really want to.

I havent actually tried the product...I ordered and then sent an email to cancel the order and the next day it was cancelled so 5 stars for the customer service.

Worst customer service experience kf my life. I am truly floored. They delivered my package to the wrong address. An address, according to UPS, a mile away from me, where someone by a different name managed to sign for my package addressed (presumably?) to me.

They answered the first email, which was dismissive and didn’t take responsibility. I have followed up 5x over email and there has not been a response. I called 2x and left 2 voicemails. I contacted them on instagram. I have contacted UPS 5x, who has confirmed it was sent to wrong address, but as I am not the seller/shipper/sender, I cannot file a claim or receive a refund. UPS has told me this is the sender’s responsibility. UPS, where I was able to contact higher up supervisors rather than just standard customer service representatives, said they have reached out to the seller 2x with no response.

Now I have filed a claim with Paypal, and they STILL have not responded. I have spent hours at this point dealing with Dr. Jart. Actual hours over the course of 2 weeks. My next step is BBB and the credit card company.

Do not buy from them.

I really love that brand and especially skin masks, they are awesome! You wanrt to look great within 10 minutues? You had a great party previous night? Or you are going to have flight? For Dr Jart+ masks everything is possible!
You should only wash your face and tone, then chuck one mask and just relax for 10 minutes and continue with the rest of your skincare! You will see the result immediately after the mask.
Amon of my favourite are Protecting Solution Mask, Rubber Mask Moist Lover and Firming Lover (two last are probably very similar, but if you have really dry skin try to use the first one)

Total love!
Thanks to this brand I forgot about dry skin.
I tried a lot of products, such as Shake&Shot Rubber Masks, Hydration Lover Mask, Every Sun Day Sunblock (use it every day).
But my favorite one is Vital Hydra Sleeping Mask, which I use once in 2 days before sleep. In the morning you have to wash off the mask with water. The skin is so smooth and soft, that the foundation applies very easily and flat.
Totally advice.