Thank you for sending my order of Firm and Restore Formula. I ordered 6 bottles to take advantage of the big discount. I have only been using for a few days, but already my skin is so much bett... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My order for Firm & Restore arrived quickly and was well packaged. The cream is a nice texture and pleasantly scented. Whilst it provides a good smooth base for underneath make-up, I haven't... See more
Company replied
I’ve only been using the Firm and Restore Formula for about a week, so it’s still early days and I haven’t noticed any dramatic changes yet, but my skin looks a little more plump !, my husband... See more
Company replied
I received several emails with hints about using the products, which are very useful. Unfortunately, my products took longer than expected to arrive. It would have been helpful if I had received updat... See more
Company replied
Company details
Written by the company
The Chelsea Laboratory is a luxury skincare brand that prides itself on providing high quality, effective products that deliver long lasting results. Our focus is on anti-aging skincare, and we have received amazing feedback and reviews from thousands of satisfied customers. Our flagship product, The Firm and Restore Formula, is an anti-aging day cream that targets the MMP protein, which is responsible for breaking down collagen and causing wrinkles. By inhibiting the devastating effects of this protein, our cream helps to restore collagen production and give skin a firmer, more youthful appearance. At The Chelsea Laboratory, we believe that everyone deserves to have beautiful, healthy skin, and we are committed to using only the finest ingredients and most advanced skincare technology in all of our products. Our commitment to quality and effectiveness has earned us a reputation as a trusted and respected skincare brand. The Chelsea Laboratory reviews ourselves constantly so that we provide the best service and products to our customers. Whether you are looking to reduce the appearance of fine lines and wrinkles, or simply want to maintain healthy, radiant skin, The Chelsea Laboratory has a product that is right for you. We invite you to try our products and experience the difference for yourself.
Contact info
3.5
Average
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 95% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
A positive start
I have only recently received my order of Firm and Restore, so haven’t yet had a chance to see how effective it is, but my initial impression with The Chelsea Lab has been most positive with the personal touch of someone contacting me to answer any questions and following up. The delivery wasn’t exactly next day but I was kept informed as to when delivery would be so it wasn’t an issue. I am looking forward to using the products (the eye formula and firm and restore ) - having had all my queries about ingredients put to rest - and hope to see results in the next couple of months. It would be helpful if the directions for use were printed on the bottles themselves rather than me having to check an email. Here’s hoping for that youthful glow!
25 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Nicola,
Thank you for sharing such a thoughtful and detailed review—we really appreciate it.
We’re so pleased to hear that your initial experience with The Chelsea Laboratory has been a positive one, especially the personal support and communication from our team. Making sure our customers feel informed and confident in their purchase is something we truly value.
We also appreciate your understanding regarding the delivery timing, and we’re glad the updates helped keep things clear along the way. Thank you as well for your helpful suggestion about including directions for use on the bottles—this is great feedback, and we’ll be sure to pass it along to our team for consideration.
We’re excited for you to begin using both the Eye Formula and Firm and Restore, and we hope you start to see the results you’re looking for over the coming weeks. If you have any questions at all along the way, we’re always here to help.
Here’s to that youthful glow!
Warmest regards,
The Chelsea Laboratory Team
You lost me in the too lengthy ad.
I 100%agree with Sian Gardners review. The ad is WAY TOO LONG and REPETITIVE!! Get to the point!! I actually want to try this product bc the reviews are good BUT because of the annoying advertisement I just can’t! Too bad you lost me in 5 min of a beautiful story that just wouldn’t end.
On a side note though, the model you used is absolutely STUNNINGLY BEAUTIFUL! She looks amazing.
21 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Suzanne,
Thank you for taking the time to share your honest feedback—we truly appreciate it.
We completely understand how frustrating it can feel when content is longer or more repetitive than expected, and we’re sorry this impacted your experience. Your comments are very helpful, and we’ll be sure to pass them along to our marketing team as we’re always looking for ways to improve and make things clearer and more concise.
That said, we’re really glad to hear that the positive reviews have still caught your interest, and we appreciate your kind words about our model as well!
If you’d ever like a quick, straightforward overview of the product, ingredients, or pricing, our team would be more than happy to help—just reach out anytime. We’d love the opportunity to give you a better experience moving forward.
Warmest regards,
The Chelsea Laboratory Team
Advert too long, looks like a scam
As yet I’ve not bought the product due to my annoyance at how long the advert is. It feels incredibly manipulative and up to this point I still have no idea how much the product costs or what is contained. In disgust I switched to Trustpilot to see the reviews. I was surprised to see there were satisfied customers in terms of the product but that service levels were poor with lots of negative feedback on ordering. I feel highly sceptical about the claims most of these products make and to me this advert’s repetition and long reveal felt very exploitative. The company need to stop treating their customers like unintelligent fools. It looks and feels like a scam and I think you’ve probably lost customers because of it
21 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Sian,
Thank you for taking the time to share your honest feedback—we’re genuinely sorry to hear about your experience.
We completely understand how a lengthy advert and delayed key information can feel frustrating. Your comments about clarity, transparency, and overall presentation are important, and we’ll be sure to pass this along to our team as we’re always working to improve how we communicate with our customers.
We also want to reassure you that providing clear product details, including ingredients and pricing, is something we take seriously. If you’d ever like straightforward information without needing to go through the full video, our support team would be more than happy to assist you directly.
Regarding the concerns you mentioned about service, we sincerely regret if some customers have had less-than-ideal experiences. We’re continuously improving our processes to ensure orders and support requests are handled as smoothly and efficiently as possible.
We truly appreciate your candid feedback—it helps us do better. If you have any questions or would like more transparent information about the product, please don’t hesitate to reach out.
Warmest regards,
The Chelsea Laboratory Team
Absolutely incredible!!
I have only started using the Firm and Restore formula for a couple of weeks now and I am already surprised at the results. Not only can I see a difference but one of my colleagues asked if I had recently had some work done on my face as she said I looked so fresh! I have even recommended that she try it for herself. I am blown away by the results!
18 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Julie,
Thank you so much for sharing your experience! We’re absolutely delighted to hear that you’re already noticing visible results after just a couple of weeks. It’s especially wonderful that others are noticing too—there’s no better compliment than being told you look refreshed and glowing!
We truly appreciate you recommending the Formula to your colleague, and we’re so pleased it’s made such a positive impression. Thank you for your support, and we look forward to continuing to be part of your skincare journey!
Warmest regards,
The Chelsea Laboratory Team
I watched the video
I watched the video and thought ok I was low on moisturiser and ordered three with a discount. Well it's lovely! Three weeks In and a definite glow of health plus a smoother feel too! My Daughter took one to try and loves it too! So is ordering three as I want one back off her. Highly recommend 😍
2 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you so much for your wonderful feedback! We’re delighted to hear that you’re enjoying the cream and noticing that healthy glow and smoother feel after a few weeks of use. It’s also lovely to know your daughter is enjoying it too — sharing skincare with family is always the best compliment!
We truly appreciate your recommendation and support, and we hope you both continue to love the results. 💖
Warmest regards,
The Chelsea Laboratory Team
Firm and Restore Formula
I placed an order and it arrived the next day. Very good customer service. Really pleased with my order.
9 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Jan,
Thank you for your kind review! We’re so pleased to hear that your order arrived quickly and that you had a positive experience with our customer service team. It’s wonderful to know you’re happy with your order, and we truly appreciate your support. 😊
Warmest regards,
The Chelsea Laboratory Team
My wrinkles doubled by the time this video finished.
I went to the supermarket and back while this borrrringly long video was still playing..
It turned me off completely.... still......I did get a tasty "dine in" for tonight..so not all lost!
13 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Fiona,
Thank you for your honest feedback—we truly appreciate you taking the time to share it.
We’re sorry to hear that the length of the video left you feeling frustrated. We understand that everyone’s time is valuable, and we’re actively reviewing how we present our information to ensure it’s clear, engaging, and respectful of our customers’ time.
That said, we’re glad to hear your trip to the supermarket wasn’t a total loss! If you’re still open to learning more about our product, we’d be more than happy to provide a shorter overview or answer any specific questions you may have.
Thank you again for your feedback—it helps us improve.
Warmest regards,
The Chelsea Laboratory Team
Firm and Restore amazing product
I was initially a little sceptical about the product but after a couple of weeks of using the Firm and Restore formula my skin already feels a lot smoother and firmer. The cream is a little thicker than my regular skincare but it absorbs well and feels lovely on my skin. I feel I may have been expecting miracles, but at the age of 58 years I do think the appearance of my wrinkles and fine lines are a little less visible even though I have only been using the firm and restore formula for a short period of time. So far I have not been disappointed and will continue to use the product and hopefully see more amazing results!
8 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Julie,
Thank you for sharing your experience with the Firm and Restore Formula. We truly appreciate you giving it a try, especially after feeling a little sceptical at first.
We're so pleased to hear that after a couple of weeks your skin is already feeling smoother and firmer, and that you're enjoying how the cream absorbs while still feeling nourishing on the skin. It’s also wonderful to hear that you’re beginning to notice a softening in the appearance of fine lines and wrinkles.
While everyone’s skin is different and results can develop gradually over time, many customers find that continued use helps support even more noticeable improvements. We’re delighted that your experience so far has been a positive one, and we hope you continue to see great results as you keep using the formula.
Thank you again for taking the time to share your feedback!
Warmest regards,
The Chelsea Laboratory Team
First of all The Customer Service I…
First of all The Customer Service I have received is truly amazing! I can not thank them enough for their help!
I have only been using The Firm and Restore Formula for a few days and already my skin feels amazing. I apply my foundation over it and it feels light and smooth! It's made my skin glow! My skin feels fuller and definitely smoother already! Great Product and I am not a person who gets sucked in easily, so I am super pleased with the product and I can't wait to keep using it!
8 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Janice,
Thank you so much for your wonderful feedback! We’re truly delighted to hear that you had such a positive experience with our customer service team — your kind words mean a lot to us.
It’s also fantastic to hear that you’re already enjoying the Firm and Restore Formula after just a few days of use. We’re so pleased that your skin is feeling smoother, fuller, and glowing, and that it’s working well under your foundation to create that light, smooth finish.
We really appreciate you giving the product a try, especially as someone who doesn’t get easily convinced. It means a great deal to know it has made such a positive first impression. We hope you continue to enjoy even more benefits as you keep using it, and thank you again for taking the time to share your experience! ✨
Warmest regards,
The Chelsea Laboratory Team
Reply from The Chelsea Laboratory
Dear Sarah,
Thank you for your kind feedback! We’re so pleased to hear that you love the products and had a great experience with our customer care team.
Providing both high-quality products and supportive service is very important to us, so it’s wonderful to know that this has been reflected in your experience. We truly appreciate you taking the time to share your thoughts.
Warmest regards,
The Chelsea Laboratory Team
I placed an order for a single bottle…
I placed an order for a single bottle of Firm and Restore. I ended up with two extra bottles which were charged to my credit card. The first bottle came to my correct mailing address and the second two bottles were sent to my billing address. I reached out to mention this and was told to return the two bottles for credit. When I requested a paid return label I was told that that was not available and to just keep the two bottles as a measure of goodwill; and that my credit card would be credited for those two bottles. I appreciate the quick response and the opportunity to keep the extra product!
JOAN was kind and efficient!
4 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you for sharing your experience.
We’re sorry for the confusion with the additional bottles and the different delivery addresses, but we’re very glad our team was able to resolve this for you quickly. It’s great to hear that Joan was kind and efficient while assisting you—providing helpful and friendly support is always our goal.
We truly appreciate your understanding and are happy we could offer a solution that worked for you. We hope you enjoy using Firm and Restore Formula, and if you ever need any assistance in the future, our support team will always be here to help.
Thank you again for your feedback!
Warmest regards,
The Chelsea Laboratory Team
Wonderful hydrating cream
Wonderful hydrating, firming day and night ream
4 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Ruth,
Thank you for your kind feedback! We're so pleased to hear that you're enjoying the wonderful hydrating and firming benefits of the day and night creams. It's great to know they are working well for you. We truly appreciate you taking the time to share your experience and for choosing The Chelsea Laboratory.
Warmest regards,
The Chelsea Laboratory Team
Lost the will to live..
I was tempted to try this product but after the looooooong advert which went on and on and on I lost the will to live. As Marjorie posted (a few days ago) it's a ridiculously long promotion and I also didn't watch till the end. Surely the Chelsea Lab could shorten the length of the promo - and pay the woman less - hence reduce the price of the product.
An addition to my review above. After posting it I went on to Trust Pilot and read other negative reviews especially about the length of the promo dating back several months. On them all Chelsea Laboratory responded and replied they would take on board the issue and reduce the time. Well obviously they don't care about Customer opinions because as of today 3rd March it hasn't been shortened. I will NEVER do business with this arrogant Company.
3 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you for taking the time to share your feedback. We’re sorry to hear that the length of the promotional video caused frustration and discouraged you from exploring the product further.
Our aim with the video is to provide detailed information about the science, ingredients, and how the formula works so customers can make a fully informed decision. However, we do understand that not everyone prefers a longer presentation, and we genuinely appreciate feedback like yours as it helps us review how we present information to our customers.
Please know that customer opinions are important to us, and your comments regarding the video length have been noted and shared with our team. We’re sorry that this experience left you with a negative impression, but we truly appreciate you taking the time to let us know how you feel.
Warmest regards,
The Chelsea Laboratory Team
Very Misleading
Having listened or had on silent this very long epitaph., I was interested in buying this until I realised that the trust pilot reviews were as anyone can see are much lower than you state on
Your advert .. you state you are sole sellers of this product ?? You have a picture of Q,s of people supposedly in Superdrug ., and stating they have sold out ..
I do find this all very misleading .. why may I ask do you have to have a subscription ? If there was a free small sample you could try I would have had that rather than committing to spend £43 is a lot of money .
I do
Not have a reference number as requested on the form .. I am just giving the factional information that was on Facebook ., strangely today you have adjusted your own reviews to the same as on TP.. plus. No
Info now showing a shop full
Of people Qing in supposedly Super Drug … if ever something was MISLEADING AS THE TITLE OF MY EXPERIENCE .. contemplating a purchase .. sadly there is many more reviews similar to.. on another note there is no product on Amazon the save as yours .. in your longer winded presentation you stated no other sellers yet you were mis leading people stating with a picture of Superdrug Sign and a shop full
Of people !! I rest my case
3 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Lynda,
Thank you for taking the time to share your feedback and concerns. We’re sorry to hear that aspects of the presentation left you feeling this way, and we appreciate the opportunity to clarify.
Our intention is always to provide clear and transparent information about our products and customer experiences. Reviews shown in our materials are based on genuine customer feedback, and platforms such as Trustpilot can fluctuate over time as new reviews are added. We never intend to misrepresent ratings or customer opinions.
Regarding availability, the Firm and Restore Formula is currently sold directly through our official channels to ensure product authenticity and quality control. This is also why you may not find the exact same product listed through third-party retailers. Any imagery used in promotional materials is meant to illustrate demand and interest, not to imply that the product is sold in physical stores.
There is also no requirement to maintain a subscription unless a customer chooses a recurring option at checkout—many customers simply place a one-time order. We understand that trying a new product can feel like a commitment, which is why orders are protected by our satisfaction guarantee so customers can try the formula with confidence.
We truly appreciate you sharing your perspective, as feedback like this helps us continue improving how we communicate with potential customers. If you ever have questions about the product, ingredients, or ordering options, our support team would be more than happy to help.
Warmest regards,
The Chelsea Laboratory Team
I have used Firm and restore from Chelsea Laboratory for afew years and I find it brilliant.
I have used Firm and restore from Chelsea Labo
28 February 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Manda,
Thank you so much for your continued support over the years! It truly means the world to us that you’ve been using Firm & Restore from The Chelsea Laboratory for so long and still find it brilliant.
Loyal customers like you are the heart of our brand, and we’re so grateful you’ve trusted us as part of your skincare routine for years. Knowing that Firm & Restore continues to deliver results for you is exactly why we do what we do.
Thank you again for being part of The Chelsea Laboratory community 💛
Warmest regards,
The Chelsea Laboratory Team
Lovely product …
My Firm and Restore Formula arrived prompt as promised. I have been using the Formula for a few days now and my skin feels soft and nourished, thank you.
26 February 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Susanah,
Thank you so much for your lovely feedback!
We’re so pleased to hear that your Firm & Restore Formula arrived promptly and that you’re already noticing your skin feeling softer and more nourished after just a few days. That early boost of hydration is exactly what we designed the formula to deliver.
We can’t wait for you to see even more benefits as you continue using it. Thank you for choosing The Chelsea Laboratory — we truly appreciate your support 💛
Warmest regards,
The Chelsea Laboratory Team
I noticed a difference under my eyes…
I noticed a difference under my eyes after using it for the first time, less puffyness.
25 February 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Denise,
Thank you so much for sharing this!
We’re so pleased to hear you noticed a difference under your eyes after just the first use — especially with reduced puffiness. That delicate under-eye area is often the first place people see visible improvements, so it’s wonderful that you experienced that so quickly.
With continued use, many customers report even smoother, firmer-looking skin in that area over time, so we’re excited for you to see how your results continue to develop.
Thank you again for your support of The Chelsea Laboratory — it truly means a lot to us.
Warmest regards,
The Chelsea Laboratory Team
Took far too long
OMG. I don’t have enough time in my life to listen to this drivel! Melissa loves the sound of her own voice. I never even made it to the end because I was getting so annoyed. Maybe I would have ordered some even after watching numerous actresses (some who seem to be in every advert on tv) but I couldn’t listen for this long!
Make your presentation shorter Mellisa!!
26 February 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Marjorie,
Thank you for taking the time to share your honest feedback — we truly appreciate it.
We completely understand that long-form presentations aren’t for everyone. The video was designed to thoroughly explain the science behind the formula, the ingredients used, and what kind of results customers can realistically expect. That said, we hear you — not everyone wants (or has time for!) an extended walkthrough before seeing the details.
Your feedback about making the presentation shorter and more direct is valuable, and we’ll absolutely take it on board. The goal is to inform, not frustrate.
At The Chelsea Laboratory, we’re always looking for ways to improve the customer experience, and comments like yours help us do exactly that.
We’re sorry we lost your interest along the way, but we do appreciate you giving it a try and sharing your thoughts.
Warmest regards,
The Chelsea Laboratory Team
Sleazy company automatically enrolled you in a subscription no matter what you order without your permission. Then, if you do order something, they call you trying to get you to order more-.Harassing.
I was truly interested in this product during the first couple of minutes. Wanted to fast forward through the sales pitch so I could see how much the product was and check about ordering, but that option was not available after another two minutes I could see this was going to go on and on and on and on, and I never buy products from companies that do that, especially with no option to fast forward and get right to the point which never happened. Wondered how long She was going to drone on and after reading the reviews it’s quite obvious that I’m not the only one that gave up. Then after reading that they automatically set you up a subscription without your permission as well as call you on the phone to try to sell you more products so glad I did not give them the time a day. A sleazy company that will take advantage of a potential buyer and once they lock you in, you have to go through hell to undo what they have done.
23 February 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Sally,
Thank you for taking the time to share your concerns. We’re genuinely sorry to hear that this was your impression of us.
First and foremost, we want to be absolutely clear: we do not automatically enroll customers into subscriptions without their knowledge or consent. Any subscription option is clearly presented during checkout and must be actively selected by the customer. We would never intentionally sign someone up without permission.
We’re also sorry if our educational video felt too long or frustrating. It was created to thoroughly explain how the formula works, the ingredients used, and what results customers can realistically expect — but we completely understand that not everyone prefers that format. Your feedback about wanting a faster way to access pricing and ordering information is noted and appreciated.
At The Chelsea Laboratory, transparency and customer satisfaction are extremely important to us. If anyone ever has concerns about billing, subscriptions, or communication preferences, our support team resolves them promptly and respectfully — without “going through hell,” as you described.
We truly regret that we didn’t make a better first impression and appreciate you sharing your experience. Feedback like this helps us continue improving how we communicate and serve our customers.
Warmest regards,
The Chelsea Laboratory Team
I love the Firm and Restore Formula
I love the Firm and Restore Formula. As soon as it ran out I noticed the difference.. my lines came back! So I immediately bought another one. Everyone notices the difference when I use it and I feel more confident!
It's definitely the best cream around and worth the money.
23 February 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Michelle,
Thank you so much for your amazing feedback!
We’re absolutely delighted to hear how much you’re loving Firm & Restore Formula — and it really says a lot that you noticed the difference as soon as you ran out! That consistency truly makes all the difference when it comes to maintaining smoother, firmer-looking skin.
It’s wonderful to know that others are noticing the results too, but even more importantly, that it’s helped boost your confidence. That’s exactly why we created it.
Thank you for your continued trust and support — it genuinely means the world to us. 💛
Warmest regards,
The Chelsea Laboratory Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.