Murad Omdömen 

Murad engages in false advertising and customer service agents attempt to gaslight customers into believing that it's acceptable for them to receive incorrect, lesser products than what they paid for becuase "Murad decided to change the kit."

I purchased the Resurgence Complete Skincare Regimen. According to their website, both at the time of purchase and at present, the regimen includes the Retinol Youth Renewal Night Cream as one of the featured products. This cream regularly retails for $82 and is one of their bestselling products. It is the main reason I chose to purchase, not one, but two kits during a sale. When I received my packages, the Retinol Cream was substituted for the Hydro Dynamic Ultimate Moisture Cream which not only regularly retails for less ($75), but was being discounted at multiple outlets for about half that price, indicating that it is a product that Murad either intends to discontinue and/or has overstocked and they're trying to offload it before it expires. This is not what I paid for.

I assumed that it was a simple packing mistake, so I called customer service, but the customer service agent first told me that the kit actually included the Hydro Dynamic cream and that I'd received the correct product, but when I let him know that that was not correct (I have screenshots and order confirmations), he changed his story to say that Murad was now including the Hydro Dynamic cream instead of the Retinol cream and that that's just what's in the kit now. Again, that's not what I paid for, and that's not what was or currently is being advertised. I asked if I could send the cream back and have it replaced with the correct product, and he said no. I asked if Murad could refund me the price difference between the two products, and he said no. Not only that, but Murad requires the customer to pay for return shipping, so I would have to pay to return products that Murad sent to me in error/intentionally to deceive the customer and save money on their end. The only "fix" he could offer was rewards points, which is a slap in the face, particularly because no matter how many rewards points a customer accrues, they'll never be able to use them to "purchase" the full sized Retinol cream, because it's not offered as part of the rewards program.

I called the company today to see if I could just return my packages and be done with it. I would have settled for them simply paying the return shipping (which they should do given the fact that they are in the wrong here), but the same customer service agent I spoke with before answered the phone and pretended that he couldn't hear me...my phone works fine; I had full reception; I could hear him crystal clear.

I start by saying I do like the products I have received from Murad to date, however my recent purchase left me feeling less than happy with the company. I applied the offer code for the recent promotion (worth £92) and the code for a new customer. What I did not realised is that one code cancelled out the other. I ended up with £10 discount rather than the gift which is what i'd really wanted. After contacting customer services they sign posted me to the T&C's - fair enough but not in the sprit of things to my mind particularly as it wasnt clear at point of purchase one cancelled out the other.

I wish I’d read the reviews before ordering direct with Murad! Their customer service is shocking and very unprofessional. They offer no solution as to where your missing order is, however very happy to take payment. I cannot believe Murad invest so little in customer care.

I ordered online and tried calling to make minor edits and they were unable to do that claiming it had been shipped and it had not, asides that, the wrong address was given to Canada post and I had issues with my item getting delivered, and Canada post said there was nothing I could do about it. I believe it’s a lot safer ordering from the Sephora website than from Murad Canada

Ordered the back spray from this “company” 3 weeks ago and despite receiving 3 emails from them saying the product is “on its way and be with you in 3 days” they have lied. They clearly do not have the product and keep trying to lie, deceive and steal from customers. Atrocious service and would not recommend. They have offered 20% discount on future products... why on earth would I shop with them again. I have disputed the payment with my credit card company and complained to trading standards. AVOID AT ALL COSTS.

They declined all my credit card after several purchases with honey code and 3 free sample. I am not sure why they block all my credit card attempt and I already contact all my bank account I'm using apple card and bank of america, and all my card work normal. I tried to use paypal to pay but they give limited credit so I try to pay with my debit card using paypal option. Murad cancelled my purchases even though my bank already approve. I contact them and they said they have block my account forever to protect me from fraud. Wth is that excuses? I said I can certify from my bank and you it is me making all the purchases and you guy are the one cancelling and reject my bank account, they using the same excuse above I never write an negative review like this but this is horrible everyone should know.

Customer Service is going beyond what the ordering system can do to address a customers' concerns. This is my first-time order on USA Murad's website, however, I've been with Murad globally ever since I lived in another country. I had some difficulty ordering on the website since it was my first time and just wanted to reach out to see if I can do a slight adjustment to the payment, which is to apply my 20% OFFER by Murad for first-time orders. Not only was the first customer service's reply was half-concerned, the live chat experience told me "the system does not allow us". What if this is towards a 75-year-old senior woman who needs to do some ordering. Would she have to go through with all these confusing technological procedures of "the system does not allow us to fix"? - Having to wait for the order to arrive, then return for a refund, so then she could apply the 20% discount and repurchase? Your products are on the higher ends and I have made a large purchase. Is it really worth it to create such a customer experience? Guys, it's a very simple move, there are ways to go around this and simply giving me a reason that the "ordering system does not allow me" - simply means you haven't put in enough for a customer service experience and service failure recovery.

Customer service very bad. Ordered one serum 1 month ago and the pump is not working still chasing. Ordered few another items a week or 10 days ago still not delivered ,tried contacting but phone lines not working and email no reply.

Ordered a product a few weeks ago, still not delivered and customer services have not even bothered to reply to emails I have sent and uncontactable by phone. Terrible customer services will never buy from Murad again.

I placed an order 2 weeks ago. Not yet received.3 emails to customer service in the past week with no response. This is not the service of a professional reputable company.

I placed an order on black Friday, and the order is shipped out with usp.
This afternoon, someone pressed my doorbell 20 times and lasted for 1 minute!!!!!! All my kids were napping!

This guys has no uniform no UPS truck, he was driving a Toyota car, my husband went out to grab the package, and as soon as the guy saw my husband, he dumped the package on the ground then went back to his car.
And I stepped out after my husband, and ask the driver why press a doorbell more than 20 times!
I almost called policy because the guy was threading us!

I am extremely not happy with Murad give my home address to random person, such awful nightmare!!!!

I love Murad products and have found them to be the most effective skincare products I've ever used. I'm obsessed with invisiscar which completely changed my skin and dramatically softened scaring and dark spots left from acne. I am a skincare junkie and have used almost everything out there and have never seen results like this! I also love the retinol serum.

I used Murad for the first time I used the face oil and blue acne blemish serum. I woke up the next day with a really swollen puffy face, eyes sunk in face double the size, initially I thought it was something I’d eaten but after 2 weeks of applying nothing and consulting with drs the extreme rash and swelling went !! Then a week later I used Murad again waking up to the same ballooned face and severe rash, that’s when it hit me it’s the products, il never use Murad again and now once again waiting for the symptoms to disappear !!!! It’s a harsh itchy hot rash with severe swelling!!!!

Customer service experience dreadful
Received a referral and therefore was entitled to 20 percent off. Checkout showed it deducted the 20 percent off. However, it took full payment from mr. Complained to customer service of this providing all evidence, numerous emails over a period of three weeks till they refunded me the balance. Because of the error murad made in taking the wrong amount, this meant Incurred bank charges for not having enough in my account for other direct debits. I asked them to refund me for those charges incurred and told them I will provide evidence but they have refused to respond to me

Their products are expensive and for what you’re getting I’m not sure it’s worth it.

I love the skincare provided by Murad. However, it is expensive and after an appalling customer experience I will never shop with them again.

Exchange as follows:
26th Sept
(From myself) I recently purchased a few products (order number XXXXX) including a cleansing product.

I’m really happy with the products and the cleanser is great, however the bottle is leaking constantly. I’ve tried standing it both ways up but it still leaks and I’ve had to throw it away. I was wondering if this could be replaced?

27th Sept
(From Murad) Thank you for contacting MURAD.

I am sorry to hear that you may have received a faulty product. In order to be able to provide a replacement for you, we would need to see clear images of the product and its fault as well as the batch code printed on the crimp / base of the product.

29th Sept
(From myself)
Thanks for the response, however I’m disappointed with the solution posed.

As I first stated, I had to throw the cleanser away as it was leaking everywhere. I don’t believe anyone would have kept it in this case.

Is that really the expectation here? If so, I think it’s a poor example of customer service.

Nothing happens.....

17th Oct
(From myself)
Is anyone ever going to respond to this? The last email was sent on the 29th Sept

18th Oct
(From Murad)
Unfortunately, we cannot process your request further on this occasion as by our company policy, image proof of the fault or product return is required.