BY TERRY Reviews 

OMG!!! Amazing Customer Service, truly a Gem when it's so important more than ever to rely on Customer Service, they've done 1000%! Went above and beyond and for that I'm going to be a loyal customer.

Received a faulty item and emailed customer service. I provided details and photo requested - issue was dealt with and replacement received the next day. Can't beat that. Sincere thanks to all.

Had an issue with my package being damaged upon arrival and got in touch with customer service to sort that out and got my issue resolved in a very timely and efficient manner, not to mention the most friendly and above and beyond customer service! Always been a fan of the brand but very happy that the people working there are helpful too!

I love this brand. I started wearing it because an influencer recommends it, and it works amazingly on my skin.

I love By Terry products and the service I have had recently has been brilliant. By Terry is my favorite brand. The quality of customer service is truly exceptional. Thank you for all.

Really great and professional customer service. Beautiful products and high quality. Recommend

By Terry is my favourite make up brand! Their products are amazing and give me the best glow and care for my skin too - the customer service is really helpful and has helped me choose the correct shade for my skin and always respond quickly to any questions. I own practically every product in the hyaluronic range and in my opinion they are unbeatable for giving you even coverage and giving you a natural glow (and making me look younger!) Highly recommend!

I contacted byTerry to arrange a refund. Liv responded very quickly and was very helpful with my queries.

I love By Terry products and the service I have had recently has been brilliant. I got in touch to chase up an order and Camillia was very helpful, professional and friendly. The product arrived today and she had already emailed to check-in to make sure all was well.

I recently made a purchase for the first time on byterry.com. I accidentally purchased the wrong item due to a combination of being a first time shopper with the brand, and the selection options for this particular product being unclear, especially to a first time brand user.

I can honestly say the personalised way in which they handled my error and website information confusion was by far the best customer service I have experienced or even heard of in quite some time. What an amazing brand, they kindly acknowledged that the selection criteria for this product was confusing, sent me out a replacement product and not only allowed me to keep the item ordered in error but also gave me tips on how to use it.

Thank you By Terry for turning something that could have been frustrating and brand damaging to a first time user into a very positive experience. The products are also amazing!!

Had an issue with a delivery sent an e mail which was replied to immediately and delivery sorted.
I use their ombré blackstar bronze moon 4, eye shadow.
I never use anything else, amazing product.

I asked a question about a discontinued lip gloss and received a very prompt and informative response.
I love By Terry especially as they don’t experiment on animals.

Awful and frustrating experience. Don’t bother with this company! Why can’t you contact this company??! I should have checked first before buying as I am always suspicious of companies that don’t have a contact number. My order is now over a week late - it was ordered as next day delivery. Hermes have no information except a stock message saying parcel delayed. By Terry ‘Live Chat’ is permanently unavailable too! I didn’t know this was Hut Group and would not have ordered from them as have had same issue with Look Fantastic. Don’t waste your time with By Terry!!!!! Zero customer support.

I messaged them through their customer service portal multiple times to cancel my order before they shipped it and then they shipped it…refused to send me a prepaid label to send it back. Took multiple platforms to reach their CS. I WILL NEVER use their products.

WHAT A PRODUCT!
This lippy is A1
All the French makeup is superb
Went on website ordered yesterday after 6pm
3 products delivered today all good
The sale is on at moment
So take a look
Buy double while stocks last
My Daughters both over 30 love their Lipsticks
So do I at 68 years old
Never too old for your Lipstick !!!!

It took 9 days to get a next day delivery item , I expressed my concern over and over to the company and was just basically told to wait n see , I said I was not happy with the delivery company they were using H****s , item turned up after 9 days bashed and broken box to advent calendar so it’s all had to be just now opened, few items inside broken but useable . This item was on next day delivery …., 9 days it took to get it , that’s just not acceptable .
Reply : if you were that bothered you would of replied to my emails but you didn’t , so result this was my first and last order with you .

This is my second review on this company, and will be my last as I won't be buying the product again.
I've used products from just about every section, 4 different foundation, eyeshadows, mascara as well as cleaning products. I like the product but there are other on the market that are just as good. I have bought it as presents for other family members, but enough.
There are 2 of their mascaras that I particularly like, especially lash expert twist. I think I've had about 8 of them altogether. My problem with the first 2 was that they seemed to dry up really quickly, like within a couple of weeks. I was going to give up on it but then my daughter bought me one as a gift. I couldn't believe the difference, the mascara was fresh and moist, so when it ran out I got another, which was also good. The last two have been absolutely dreadful, the one I opened on Saturday for the first time has the consistency of drying cement. So disappointing. I don't know if they have a load of old stock they are filtering into the supply chain, but clearly they have problems with some batches of this stuff. When it good it's brilliant, but it's just too hit and miss, not to mention a waste of money.
My experience with their customer service has not been great, I find they take too long to deal with queries, if at all. So this is my final purchase.

Reply To ByTerry: I was contacted over two weeks ago for more information, to which I replied immediately. You had the opportunity then to ask me for these details but for some reason you have decided to wait for more than two weeks to do so. Do you think I have held on to these useless products as a souvenir? This slow response actually ties in nicely to my initial review of your company, which centred on lack of or slow customer service. You have my personal details where you could have contacted me at any time, instead you chose to make this public response as though to demonstrate your interest in my problem.

I had a Virtual Beauty Consultation with Helen. I am a 51 year old, single mom working full time. All of the makeup I had used when I was younger, just made me look older. Helen provided amazing advice on which skin care products and makeup would work best on my skin. I am in LOVE with By Terry products. I finally found makeup that stays on all day and makes me look younger!

Fabulous quality products and great customer service.
I love my concealer but unfortunately the push button bit came through so when pushed the inner tube shot out. I contacted customer services, they asked for photos and comments and then sent me a replacement free of charge which arrived the next day. Very happy with that service and assume I just had a bad tube.

I had a 30min appointment at 5pm with a ‘pro artist’ called Leanne. I was connected and ready in the zoom call at 4:59 and waited for the host to start the meeting. I waited until 5.35pm but she still hadn’t started it. There was no text, no email or message whatsoever to state why. This is poor, considering I was wanting to purchase to of their new items and was having to appointment just to clarify which shade. I’ll stick to YSL, better customer service!