Augustinusbader Omdömen 49

Customer service is the major let down

Given the cost of the product and what I would anticipate to be an overall high end experience, customer service is sadly incredibly poor

I recognise I am only getting in touch when there’s a specific need, however given it’s a premium product, the response time are shocking. I’m waiting for todays messages sent on the chat before 0600 for them to be even read, acknowledging the site says they will be online by 1000, so almost 10 hours. Last attempts over 3 days so maybe I’m expecting too much…. High street response times are much quicker, you can speak with someone. And after todays interaction, have only half a response. Continuing disappointing service, sours the overall experience

I ordered the magic cream from a ‘partner’ which has failed to dispense. Apparently it is a known problem and I was given options to shake the bottle vigorously. Pump the thing with finger over the dispenser and option 3 stick pins at the bottom in which as far as I can see is a glass bottle. The third party provider have provided me with a label to return the product to them for onward testing to AB. If it is found to be ok which it isn’t then I have to pay to have it returned at a cost of £5 to me. If I don’t the product will be destroyed. This is horrendous service not only from the so called partner’ but for a premium brand to continue to sell at risk dispensers this is poor. If this is the script that AB give out to their partners then do be it but as far as I am concerned you have both demonstrated reputational risk to each other.

I ordered for more than 500€ of products directly on their site. What was my surprise to see more than 15€ of fees charged by my bank because this company is located in UK.
At no time this is indicated during the ordering process and all prices are indicated in euros, so there is no way of knowing that you are making a payment outside the Eurozone.
I kindly requested the reimbursement of these fees to Augustinus Bader's customer service and a person named Magdalena refused any support, claiming that it was due to my bank!
Obviously my bank also refuses the reimbursement of these costs because for them the payment was made in the United Kingdom.
What a lack of transparency and how can you fool your customers like this!
This behavior is absolutely shameful on the part of a brand that claims to be "premium".

Great products. Great results. A bit too my packaging for my liking. As they are expensive products I understand the need to 'show boat' but but less is more in this day and age.

So had some issues with my points, that they expired before almost a week before i actually received notification email about expiration, and it happened becuase i was trying to work out why my tier level was lowered, and i did wait for and answer from the customer service, i was dealing with someone called Nathalie, and quite often she would just read my messages, and never answered, so points just expired, and i was told that they have made an internal decision, not to reinstate my points, even though, it looks like it was their system error, as i did ask same person Nathalie a couple of months earlier, about my points expiry date, and she firmly told me that a reminder email will be sent out before they will expire, and guess what, no emails were sent out, i do have screenshots and everything, but yes you are correct, customer service doesn't want to know.
Could give it -5 srtars if i could, introduced the brand to so many friends and people, and now i've got this as a response.
Supposed to be a premium brand, with premium prices and services, don't bother, other companies will treat you better. Thank you Nathalie, you are wonderful ! (sarcasm)

I have used the face cream (rich and regular formula) once a day, everyday, from October to May this year and I haven't seen any particular improvement to my skin (I'm 35 yo). Considering how ridiculously expensive this product is and the claims that the brand makes, it's pretty disappointing. It's no better than any other moisturising cream. I'd recommend Boots Botanics range, especially the rosehip organic face cream if you want a product that is actually good for skin. I had stopped using it to give Bader a chance, but I'm coming back to it. Apply suncream if you want to keep your skin as young as possible, that's the only thing to do.

After using their The Cream my skin developed a Perioral Dermatitis (POD). I approached the sales person at Harrods. All she could tell me that it can't be from their product. Couldn't tell me what the ingredients or even to listen what I was saying. Though, she suggested that in The Cream there is a small amount of vitamin A which is not in The Rich Cream. So, I contacted them over their webpage asking if I have a reaction from The Cream, would they recommend The Rich Cream instead or would I get the same reaction. I have no idea where Magdalena got the info that I have used The Rich Cream before as my replenish history shows clearly that I have used just The Cream, she replied: "I can see that you have used The Rich Cream and I do not see a complaint about it causing you a reaction so I would say it is safe to use The Rich Cream."
It is clear that they have no idea what is in their product, they don't know how to deal if somebody has a reaction from their product, they are people with no knowledge whatsoever and all they are able to say is: "NO, our product is great no matter what you are saying".

So, just because they have made their brand exclusive doesn't mean that the product itself is good. After using it for around 7 month I didn't see the difference. I was just blinded by their brand I guess and now my skin has changed to sensitive meaning that I need to be careful with products because of Perioral Dermatitis (POD) :((((

Et voilà que j'ai acheté la crème hydratante et l'huile visage de cette marque de cosmétique.
Encore de l'argent jeté à la poubelle....
La crème hydratante est une crème simple, comme une crème hydratante simple sauf le prix ( 225€ les 50 ml )
Et l'huile visage qui est une horreur, elle est très grasse et sent l'huile de friture qui en est à son 12eme bain de friture....
Je ne vous parle pas de son prix exorbitant.
Donc, ne vous faites pas avoir par son matraque de marketing, son côté "chic" de son flacon.... franchement, laissez tomber, c'est vraiment une "daube cosmétique".