Name: Dr Sam's
Address: 308 Great Western Studios, 65 Alfred Road, London, City of Westminster
Rating: 4.70

“Im actually super in happy with this, I would like my money back but even returning the items will cost me more since the company is not even willing to pay for shipping -.- this is soo lame and unacceptable. I half to pay over 50£ to get the package form the post office after already paying over 120€ for the skin care products… when I received the package they were damaged so I sent a complaint and they sent me a new shipment which now I also have to pay for to get !!!! I’m so mad !!!! I’ve literally hit a wall”

Helpful Report

Posted 11 months ago

Hi Anivida, We sincerely understand your frustration concerning delivery charges to Iceland and have been in touch directly to resolve this matter swiftly for you.

Posted 11 months ago

“I’m not overly happy with the products but i’d signed up to a 3 month subscription. Tried to cancel and told couldn’t as hadn’t had 3 despite feeling like I’ve had more than 3 deliveries. There doesn’t seem to be ianywhere I can check & therefore cancel.”

Helpful Report

Posted 11 months ago

Hi Clair, thanks for leaving a review. By subscribing, you agreed to a 3-payment cycle in exchange for a 20% discount on your products, and you've completed 2 cycles. Remember, you have the flexibility to adjust your scheduled orders or explore other products within your Dr Sam's Account. The 3-cycle commitment is designed to support you in achieving the best results possible with our products. Skin transformation often takes time, and many customers find that while there might be some initial challenges, the most noticeable improvements often happen around the 3-month mark. By sticking with the routine, you give your skin the time it needs to adapt and reveal its full potential. We’ve introduced this policy to encourage consistency, as it’s a key factor in seeing the long-lasting, Flawless results we all aim for. It’s a shared commitment—our loyalty to providing you with effective products and guidance, and your dedication to the journey toward your skin goals. Many customers tell us they’re grateful for this encouragement when they see the difference it makes!

Posted 11 months ago

“No email reminder in regards to subscription, unable to cancel until 3 cycles. Never had this with any subscription. The moisturiser just isn’t working for me, very dissapointed”

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Posted 1 year ago

Hi Eva, thank you for letting us know of this, we are very sorry to hear of your experience. We have gotten in touch to further assist you.

Posted 1 year ago

“Issue with order and very slow customer service, paid for next day delivery for items to finally arrive a week later with no refund of postage. Some products fantastic others mediocre, customer services not interested in contacting you to discuss”

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Posted 1 year ago

Hi Elizabeth, thank you for your review, we're very sorry to hear of your recent experience. Your order was placed on 4th February and delivered as promised the next day, although we acknowledge there was unfortunately one incorrect item included within your kit, and the replacement took a few extra days to get to you, so have refunded your initial delivery charge. We hope you are enjoying your products, and have got in touch directly to provide further assistance.

Posted 1 year ago

“I have emailed several times and as advised still waiting for someone to come back to me with the resolve I have asked for… if not, I will cease purchasing your products..”

Helpful Report

Posted 1 year ago

Hi Denise, thank you for letting us know of this, we are very sorry to hear of your experience. We have gotten in touch to further assist you.

Posted 1 year ago

“The latest order was cancelled a long while ago yet they still sent it and now want to charge me for original postage and return WILL NEVER DEAL WITH THIS COMPANY AGAIN.TOTALLY IGNORED MY WISHES AT A COST OF £116.OO JUST AFTER CHRISTMAS.DISGUSTING TREATMENT.”

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Posted 1 year ago

Hi Catherine, thank you for getting in touch. We're sorry to hear of these difficulties you've encountered with our subscription service and have got in touch directly to resolve this for you.

Posted 1 year ago

“Terrible service !!! Do not sign up to a subscription with this company! I did not get a notification informing me that my next subscription was due! The last one was the same & I thought I had deleted my account!!! Apparently not! I got an email out of the blue informing me that another bottle of the cleanser was already on its way! I now have 3 bottles & I sell haven’t finished my first!! I’m fuming …& when I write to them they totally ignore my question???”

Helpful Report

Posted 1 year ago

Hi Sophie, thank you for getting in touch. By subscribing, you agreed to a 3-payment cycle in exchange for a 20% discount on your products. You have the flexibility to amend the shipping frequency to whichever intervals suit you. After reviewing your account, we see that you've now completed 3 payment cycles, so you are now eligible for cancellation. As requested, your subscription has been successfully cancelled. No further shipments or charges will be made, and no further action is required. We have got in touch directly to provide further assistance, should you require it.

Posted 1 year ago

“Customer Service non-existent. Had a query with my latest order. I have emailed five times, no reply. I have used their web chat function, received an automated response that was of no use. It's been two weeks I've been attempting contact, no reply. There's no phone number option either. I've been using Dr Sam's for a few years now, but this has been ridiculous and infuriating.”

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Posted 1 year ago

“It doesn't let me cancel my account because it isn't sending me a new password link”

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Posted 1 year ago

Hi Sabrina, we're sorry to hear of these technical difficulties you've been experiencing, and have got in touch directly to resolve this issue for you.

Posted 1 year ago

“Well, I did receive my gift card for the cyber Monday purchase. I was charged for some reason for the gift set. When I emailed customer service to ask what happened I was informed that my order was placed on Tuesday. My order was placed on Monday at 9:49 pm central standard time. If you do a time conversion being that London is six hours ahead, yes I could see how someone in London would think that the timestamp was for Tuesday. I have replied to the customer service response with a screen shot of my order confirmation, and hope that there will be resolution for this issue without my having to contact the credit card company to dispute the charge for the gift set that was supposed to be free.”

Helpful Report

Posted 1 year ago

Hi Monica, thank you so much for reaching out, and apologies for the misunderstanding. We are in touch with you by email, and trust that this matter has now been satisfactorily resolved for you.

Posted 1 year ago

“No I will not be recommending this brand”

Helpful Report

Posted 1 year ago

Hi Marion, thank you for taking the time to share your feedback. We’re really sorry to hear that your experience didn’t meet your expectations. Our goal is to provide effective skincare that our customers love, so it’s disappointing to hear you wouldn’t recommend us. If there’s anything specific you’d like to share about your experience or if we can assist in any way, please feel free to reach out to our customer care team. We’d love the opportunity to make things right for you.

Posted 1 year ago

“I paid for next day deliver on Friday 4th October I am still waiting to receive my parcel or confirmation is even been sent”

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Posted 1 year ago

“I am from Brazil and I have never received the products neither the money refund. Very disappointing. I don’t recommend”

Helpful Report

Posted 1 year ago

Hi Erika, Thank you for bringing this to our attention. We are sorry to hear that despite a replacement package being sent to you following an order that got lost in transit to Brazil, neither appears to have reached you successfully. We have got in touch and refunded your order, and apologise for the inconvenience caused.

Posted 1 year ago

“I don’t have an email confirmation of my order but I got an email saying ‘while you’re waiting for your product do this…’”

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Posted 1 year ago

Hi Sofia, Thank you for providing us with this feedback. There was an issue with your delivery address, we've got in touch by email to resolve this for you.

Posted 1 year ago

“Paid next day delivery nor areived”

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Posted 1 year ago

Hi Amanda, thank you for providing us with this feedback. We have refunded your shipping charge and are pleased to hear this parcel has now been delivered. Enjoy your products!

Posted 1 year ago

“I used to pay £25 int shipping for DHL and £0 for ordinary post. Now Dr Sam charges £25 for ordinary post and shipments are not tracked and massively delayed if at all they arrive. I’ve started to use other brands. Dr Sam products are good but the service is not what I would describe as friendly.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your thoughts. We're happy to hear that you appreciate the quality of our products, though we're sorry to hear about your concerns with shipping. To clarify, all shipments to the Middle East are tracked to ensure more secure delivery. That said, we understand there have been some delays, and we’re actively working with our shipping partners to address this. Regarding the recent changes, shipping prices and methods can fluctuate due to factors such as carrier costs, customs regulations, and service availability in different regions. We aim to balance affordability with reliability, but your feedback will help us improve moving forward. If you have any further questions or need assistance, please don’t hesitate to get in touch.

Posted 1 year ago

“The order did not arrive.”

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Posted 1 year ago

Hi Chiara, thank you so much for making us aware of this. We have gotten in touch with you directly in order to resolve this for you. We're pleased to hear that your order has now arrived and hope you're enjoying your products!

Posted 1 year ago

“Still waiting for products?”

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Posted 1 year ago

Hi Denise, we're very sorry to read that you have not received your order. As this is marked as delivered, our customer service team has gotten in touch to resolve this for you.

Posted 1 year ago

“I wanted this to work since there were so many great reviews. However, I do not believe this product is suitable for sensitive skin- at all. I only used it 1 time & woke up with a rash that covered my face, and triggered my rosacea. I have had that happen with certain acids or strong formulas, but Ive never had it happen with a face cleanser. Not sure if it's even worth returning to get my money back since I am in the U.S & we hve to pay for shipment.”

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Posted 1 year ago

Hi Isabel, thank you so much for making us aware of this, we're very sorry to hear of your experience. We have gotten in touch with you directly in order to resolve this for you.

Posted 1 year ago

“Ordered an item, queried expiry date of "unopened" item, recieved response on expiry after opening. Followed up with another query clarifying "unopened" expiry. No response after a week. My skin is very sensitive so this information is pivotal”

Helpful Report

Posted 1 year ago

Hi Sarya, thank you for your review. We hope that this matter has been resolved for you, and we remain available for any further questions.

Posted 1 year ago

Dr Sam's Reviews