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

“Terrible experience. I recently purchased the Flawless nightly Pro serum. I was looking forward to try the new promising skin product. However, I wasn’t even able to try the serum as the pump on the tube is not working! It is absolutely impossible to open the bottle/tube and get the cream out. Huge waste of money!”

Helpful Report

Posted 6 days ago

Hi, Thank you for bringing this to our attention. The Flawless Nightly Pro pump does require priming before first use - this involves pressing down firmly several times until the product begins to dispense. We've been in touch separately to provide you with detailed instructions and ensure you're able to use your serum.

Posted 6 days ago

“Was not happy that I accidentally added 1 item to my subscription delivery as a 1 off item , but then could not delete it even before paying for it - very poor ordering system”

Helpful Report

Posted 1 month ago

Hi Daniel, 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.

Posted 1 month ago

“Pump doesn’t work on the flawless brightly serum so I cannot get to any of the product, contacted customer service, no response so I chased but still waiting.”

Helpful Report

Posted 2 months ago

Hi Dawn, thanks for reaching out. We're really sorry to hear the pump isn’t working - some of the products in our range use airless pump packaging, the dispensers utilise a vacuum system to dispense and keep the product within the pump fresh. Airless packaging helps keep air and contaminants out of the product, enhancing the formula's stability and effectiveness. When using your product for the first time, you may need to "prime" the dispenser. Please bang the bottom of the bottle firmly 3-4 times on a flat-hard surface to loosen the disk inside. Then whilst holding the product upside down, pump the dispenser slowly about 15-20 times to create a vacuum. Once it starts pumping, you can dispense the right side up as normal. We hope this resolves the issue - we have also got in touch directly to provide further assistance and a replacement if needed.

Posted 2 months ago

“Hi I have sent two emails and received no response When I placed my order I was supposed to receive two minis with £42 as per the email I received informing me of this. I did not receive these two items. I am really disappointed that no one has communicated with me following the emails that I have sent enquiring where the items are and when I will receive them.”

Helpful Report

Posted 5 months ago

“i thought i was going to get the 2 free testers and samples however i did not get any. the advertising emails i got were misleading. this is dissapointing since i have been a regular customer of dr sams.”

Helpful Report

Posted 5 months ago

We are so sorry to hear that you were disappointed and felt misled by the recent promotion. We really value our loyal customers and we want to reassure you that we are making this right for anyone who missed out. Our team has already been in touch with you by email to resolve this for you. Thank you for sharing your feedback, it helps us improve and continue to deliver the best possible experience.

Posted 5 months ago

“I placed an order on 29th August fir 100ml moisturiser which made me eligible for the free moisture and sun cream, 25ml each. The moisturiser arrived yesterday with nothing else. I hapvontacted you via email and explained that I need theses items by Saturday as I'm going on holiday and want to take them with me. I was asked to send photos of item, package and I did so by return. I've heard nothing at all today despite sending another message! This is very poor service and unless it's rectified I feel that it bpneeds to be reported to a higher authority, offering something and not delivering on that offer!”

Helpful Report

Posted 5 months ago

Thank you for your feedback and for being such a loyal customer. We want to make sure everyone enjoys the promotion as intended, so we are taking steps to make this right for anyone who missed out. We have already sent you an email to help resolve this, and we really appreciate your continued support.

Posted 5 months ago

“I have been a loyal customer of Dr Sam’s for a very long time. However, I now question whether I would shop with them again. I placed an order recently that had a promotion associate with it (spend £50 and get x2 minis free). When I added my items to the basket there was no option to add the free items. I then progressed to check out to see if I could add the items then, again there was no option to add the free items. I went through checkout thinking that perhaps the items would just be added during delivery but when I received my order there were no free minis included. I have contacted customers service several times, but they don’t seem to grasp the issue and have not done anything to rectified this. There was clearly an error with the basket/checkout, but the promotion should be honoured or this is just false advertising.”

Helpful Report

Posted 5 months ago

Hi Philippa, we're really sorry to hear about your recent experience and appreciate you taking the time to share your feedback. We understand how frustrating it is when promotions don’t work as expected, and we want to make sure you feel valued as a long-time customer. We're pleased to see this issue has now been resolved and your free gifts are on their way to you. Enjoy your products and thanks for your patience whilst we made things right.

Posted 5 months ago

“My account was debited for a product I didn’t subscribe for.”

Helpful Report

Posted 5 months ago

Hi Taiwo, thank you for your feedback and for giving us the opportunity to resolve this directly. We’re glad we were able to get everything sorted and really appreciate your patience. If there’s anything else we can help with, please don’t hesitate to get in touch.

Posted 5 months ago

“I am so disappointed that my most recent experiences of ordering with Dr Sam and the consequences of trying to delay my subscription order ie it turned up leaving me with too many products. I have cancelled the subscriptions that have been delivered the requisite 3x and as soon as I am able to shall be cancelling the remaining items. I shall no longer be using Dr Sam’s products but will either go back to Medik8 or cheaper ( but I have heard good things about ) - Victoria Health’s Dose skincare”

Helpful Report

Posted 5 months ago

Hi Patricia, thank you so much for getting in touch, and we're truly sorry to hear how disappointed you’ve felt with your recent experience. It appears that the order you received was part of a different subscription than the one you had postponed,but we completely appreciate that this can feel confusing, and we agree that managing subscriptions should be a straightforward and stress-free process. We’ve reached out via email to help resolve this as quickly as possible and ensure you’re not left with products you don’t need. Thank you again for sharing your feedback and your loyalty to Dr Sam's, we hope by resolving your concern we can continue to provide the results and service you've come to expect from the brand.

Posted 5 months ago

“Product is great but the service is very bad. I asked for a cancellation on a duplicate order I just made within 5 mins and no one has bothered to contact me. Appalled by the customer service.”

Helpful Report

Posted 8 months ago

Hi Sawera, 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.

Posted 8 months ago

“Every cream I have ordered has made my skin very dry.”

Helpful Report

Posted 8 months ago

Hi there, thank you for sharing your experience with us. As we understand that some products might not be to everyone's preference, and we want you to be completely satisfied with your purchase, you can return any item within 60 days of your purchase for a full refund, with no questions asked, under our Happiness Pledge. Please get in touch with us at hello@drsambunting.com if you would like to receive further return instructions. The team will be more than happy to help.

Posted 8 months ago

“Disappointing. As a customer we are informed that there is a rewards scheme available to encourage multiple purchases in a month. I made two. I enquired about the benefit and not receiving the reward and it appears it will not be honoured. Not really about the points or financial incentive just disappointing when things are said and not followed through.”

Helpful Report

Posted 9 months ago

Hi Gillian, we're truly sorry to hear about your disappointment with our rewards scheme. We apologise for any confusion regarding the benefits and understand how frustrating it can be when expectations aren't met. Your feedback is incredibly important to us, and we've been in touch directly to resolve this promptly for you.

Posted 9 months ago

“Reward points seem impossible to use! Wanted to order hand cream x 2. The Checkout page asked how many of my 2089 reward points I wanted to use. Moved the slider to 2000 & clicked "redeem" but the discount didn't appear. Tried to use just 500 points and a £5 discount did appear, so tried to repeat that & now told I couldn't use the discount again. So abandoned the purchase. Now my rewards account shows I've redeemed 2 x £5 discounts, and I haven't even placed an order! Emailed customer services who said they'd escalate the query. Have heard nothing back. Feeling extremely disappointed!”

Helpful Report

Posted 9 months ago

Hi there, we're really sorry to hear about your frustrating experience with redeeming your reward points. We understand how disappointing it can be when things don’t go as planned, especially after you've put in the effort to try and use your rewards. The maximum amount you can redeem per order is £10/1000 points. Your feedback is invaluable to us, and we want to make things right as quickly as possible. We've got in touch directly to further assist.

Posted 9 months ago

“Never received the order.”

Helpful Report

Posted 10 months ago

Hi there, thank you for getting in touch and for bringing this to our attention. We're so sorry to hear that you are still awaiting receipt of your order from us. Having checked in on this, it appears that the courier returned your parcel to us due to a scanning issue. We have requested for a replacement order be shipped to you right away. Thank you for your patience and understanding, and we hope you'll love your products when they arrive!

Posted 10 months ago

“I have a subscription but never received the email notification that my order was due to be sent the only email I received was that it was on its way not giving me a chance to skip. I complained and was told the email was sent, I have checked my inbox, spam and trash and the email is no where this is the second time this has happened and no one has helped me on why this keeps happening it’s makes me want to cancel my subscription’s as no point in having it if I have to constantly check the orders myself without your site or system keeping me updated as I never receive it”

Helpful Report

Posted 10 months ago

Hi Kirsty, thank you for your review. We're really sorry for the frustration and inconvenience this situation has caused; we completely understand how disappointing this must be. As soon as we received your email we raised an investigation with our email provider and explained we'd be back in touch with an answer as soon as we had it. Please be assured that this hasn’t been forgotten - it’s very much still active on our side, and we’re working to resolve it as quickly as possible. In the meantime, you're more than welcome to return any unwanted items for a full refund and we have got in touch directly to provide further assistance.

Posted 10 months ago

“I placed an order to take advantage of the 2 free minis offer. However the redemption mechanic was not made clear in the purchase journey and there was no prompt or offer code. The email about the offer was misleading. When I complained I was told nothing could be done.”

Helpful Report

Posted 10 months ago

Hi Jillian, we're so sorry for the inconvenience you experienced while trying to apply our promotion and have got in touch directly to rectify the situation for you.

Posted 10 months ago

“Order one item for a subscription to start with. , Then add sth on through manage subscription to two items , now cannot alter it, stuck with two items! Cannot let me edit.”

Helpful Report

Posted 10 months ago

Hi there, we're sorry to hear you've encountered a problem when managing your subscription service and have got in touch with you directly to resolve this for you right away!

Posted 10 months ago

“Appalling service.”

Helpful Report

Posted 10 months ago

“Product great but customer service is shocking. I’m afraid it’s the worst I have ever experienced, very sadly enough to put me off purchasing any further products”

Helpful Report

Posted 10 months ago

Hi Andrea, thank you so much for reaching out. We're truly sorry to hear that your experience with us hasn’t met your expectations on this occasion. Please accept our heartfelt apologies for any inconvenience this has caused—we never want our customers to feel anything less than completely satisfied. We would love the opportunity to make things right and have gotten in touch directly to provide further assitance. Your trust means so much to us, and we hope to restore your confidence in our services.

Posted 10 months ago

“You usually give me an opportunity to amend my order. You have just sent it to me and charged”

Helpful Report

Posted 10 months ago

Hi Rhiannon, Thank you so much for your feedback, and we’re really sorry to hear that you didn’t spot the usual reminder email. We did send it as normal, three days before your order was due, but it looks like it may not have reached you as expected—which we completely understand can be frustrating. We’ll absolutely take this on board and are always happy to help if something like this happens again. Just drop us a line and we’ll do our very best to support you.

Posted 10 months ago

Dr Sam's Reviews