Origins Reviews 22

I personally have loved Origins since back in 2014, amazing spot cream. I have ordered the spot cream Monday (its now Friday) and I still haven't received my product. Evri said the parcel has been delayed and I got an email today saying they have got my parcel. For me Origins is a trusted brand however, their e-commerce side seems like a let down. Hope they can fix to alternative shipping as this in not normal.

Made an online purchase recently during the promotional period to enjoy the exclusive full-sized gift (worths £42) which was not sent and I was not notified.
When contacting the customer service, the team advised that the gift was out of stock hence not sent. Will send another full-sized product instead.
The replacement sent was a travel size product, worths less than 20% of the value of the original gift.
When contacting the customer service again, the team didn’t acknowledge my concerns, unfortunately.
In summary, my concerns are:
- when the supplier became aware the gift was no longer available; no notification was sent to customer to offer alternative options prior to sending out the order, it just sent the order out without any explanation.

- when contacting the customer service, it was agreed to send a full-sized replacement but a travel-sized product at less than 20% of the value of the original gift was sent.

- when contacting the customer service again to try and resolve the above concerns internally. I feel that my concerns were totally ignored.

It has been a series of very disappointing encounters.

Have loved Origins products in the past. Haven't used them in years but was looking forward to using my favourite A Perfect World cream again. Same as everyone else, fell for an offer which included a free gift - order arrived without the free gift and customer service say they have now run out - despite still advertising the offer on their website. What a shame. Whole order now being returned and will not order from them again in future as this is clearly not a one off.

Origins advertised a 14 piece gift set on orders over £99 as part of their Black Friday promotion.
I received an email that my order was dispatched but the free gift was out of stock so would not be sent. So essentially my order was sent without the free gift. When speaking with customer service their reply was as follows:
"Unfortunately this offer is subject to availability which is stated on the website. It is also stated that we reserve the right to reject any offer to purchase by you at any time."
However, whilst having this conversation, the same offer was still advertised, and continued to be advertised 3 days later, so they are knowingly misleading buyers, encouraging higher spending knowing they cannot deliver what they offer.

Two stars because their moisturisers are nice but would recommend buying their products via more reputable retailers.

Ordered gifts for my sister for Xmas and spent a lot more money as i was promised a free gift.
It turns out that they don’t have to send the gift if it’s conveniently not available.

What a con. I would ever have spent extra money had I not been promised the gift.

Someone need to take this company to court.

I recently had a horrible experience with Origins. I bought a lot of items on Black Friday (9am in the morning) in order to receive Black Friday gift however, my items were shipped without the gift as it turned out the gift was no longer available. I contacted customer service to complain and ask why I didn’t get the offer and they said it sold out earlier that expected. Over the next days, the company continued to advertise this promotion and knowingly mislead customers who subsequently all must have had the same issue.
I understand you can run out of stock but continuing to run & advertise the offer (incl. showing the product in your basket) despite lack of stock feel like a very irresponsible way to drive your business.

Don't trust their free gift offers, total scam.
Yesterday I ordered over £99 of goods which should qualify me for a free gift worth £77, the gift is only available subject to availability, but it was added to my basket and said congratulations you have received the gift. I added more product than I really wanted to get to £99 to get the gift.
Yesterday evening I get a dispatch notification saying my free gift is out of stock and wouldn't be sent. So I end up paying for the extra item I had included to get to the £99 and ma not given the opportunity to take it out my basket if the free gift is unavailable.
I look on the website and the offer is still being advertised and if I put £99 of goods in my basket it still adds the gift which is apparently out of stock.
I contacted customer service who were useless, basically referred me to their returns policy so I could return my whole order. When I pointed out this was a scam because they were still advertising, and adding to the basket the free gift which was out f stock Customer service ended the Whatsapp chat.
It is now 24 hours on and the website still has the free gift showing and if you add £99 to your basket it tells you Congratulations you have the free gift.
So don't be fooled if the basket adds the free gift it doesn't mean you will get it. If like me you have added extra to get to the value, good luck.
Really bad website and shocking customer service, I won't be buying again.

Update
After finding the right person to communicate with I eventually received my gift and a little extra. So happy in the end with good customer service when you get to the right person. Thank you

Placed an order last week and it has been delivered today, missing one of the main items that I wanted as it is apparently out of stock (yet still available to order on their website?). Tracy on the Customer Service chat explained I would need to re-order next week when it is back in stock, which wasn't that helpful. I explained that I wouldn't receive the discount and order one item under their free P&P threshold means I would have to pay postage. Tracy helpfully advised I can get in touch once the order is made and they will honour the price (gave me a case ID to reference), which is appreciated. However, feedback for Origins - if an item isn't in stock at that moment, A) don't advertise it on your website, B) consider contacting customers to explain their will be a delay or C) contact your customers and offer an alternative or refund on the missing item. I now have to place another order, get in touch with customer services to hopefully refund the difference (taking mine and their staff time up) and it just isn't that efficient or good customer service. So praise for Tracy but negative overall considering the hassle this has now become to get the item I really wanted in the first place.

Very pleased with my purchase. I ordered the brighten, firm and hydrate gift set on the 16th Dec for my son for Christmas. I picked standard delivery so wasn't sure it would arrive in time which would be my own fault. It arrived today 21st Dec and it is in a very strong box, no damages and absolutely beautifully presented inside with the 4 free gifts I picked. 😀 I'm glad I ignored the bad reviews because people are always quick to complain and I have done this myself, but I always try and put a positive review when it's warranted. Once my son has used the products I will add another review.

We really like Origins products. Speedy delivery and some fantastic free gifts sent that we look forward to using!

For the second time they have accepted an order and not delivered the free gift as advertised - this time worth £57. Customer service says t and c state it's only while available but website is still offering free gift while telling me it's unavailable. I am incandescent and will NEVER buy from this company again. I explained the know me, like me, trust me theory and was told 'It is what it is'!!!!! Goodbye Origins

Clear user friendly website. Excellent products carefully packaged. Swift, efficient tracking and delivery. Ordered on 30th August, arrived 2nd September.

Horrendous customer and patronising. Ordered a gift set and 10 days on still no sign of it and was told by previous assistant it’ll most definitely get to you etc. I knew it was lost in transit as been sitting there for 9 days. So again today whatsapp customer service. First she/he said we can send another out as looks like it’s lost in transit lol 😂 then said sorry we don’t offer express delivery for a replacement. So asked for a good Will gesture for the inconvenience and then suddenly said I’ll give you express delivery which takes 5 days haha it’s a joke …. Express delivery is not 5 days that’s the normal one so overall no good will gesture and they aren’t bothered about the rectifying a bad experience for the customers. Then send me a message have a great day when I highlighted this. So patronising too. Never will I buy from this shocking company again and the fact that I like to review my products online as makeup artist I will be making sure my followers know what a rubbish and vile company it is for sure. I guess it’s a good way of losing customers Origins ,.well played!

Ordered a gift set for a Christmas present which arrived with a massive price sticker on front of box which is impossible to remove without damaging the box.
Contacted customer service, their attitude was appalling and said there is nothing that can be done.
Definitely won't order from them again.

I have only given them one star as that the lowest I can set, otherwise it would be zero. This company is absolute crap, the customer service team do not respond to any emails sent to them querying an order, and don't believe their offers they are just as fictional as the customer service department, basically they lie.

I like their products. But they position themselves as a premium brand and then use Evri to deliver, which means you might or might not get what you've bought, and it might or might not come vaguely on time. But Origins won't do anything about it. "Thank you for your patience" is as useful as "thoughts and prayers". Won't be buying from them again as they don't take responsibility for their choice of delivery companies.

Do not use
I ordered perfume over a month ago and nothing
I emailed to complain and ask for a refund and got a generic email back saying it could take up 12 days to receive your order.
It’s now been over a month
I give up

Bad customer service. I regret that I chose this brand. I paid £89 for the gift set and face mask. They don't refund. They are not problem solving oriented. i never recommend!!!!!!

Origins are the worst company to deal with, The website doesn’t work properly, the live chat goes unanswered. Half the time they don’t post the orders out. Customer services are horrendous. The products are great, but I suggest you buy them anywhere other than direct from Origins.

The worst company I ever encountered in the UK. The complimentary item in my order was missing. I contacted their customer services but it was awful! They are not respecting the customers and not responsible. Not going to solve the problems but keep asking you to do the refund, rudely. Terrible customer services.