Shu Uemura Reviews

Customer service at this company is very poor to unacceptable—advise to buy Shu Uemura products elsewhere. I made an order a month ago and never received it. The package was shipped by UPS but never delivered, as can be verified by UPS tracking. The company has refused to either refund or replace the items in the order. Although the first agent I dealt with said they would do so as a courtesy-that has never happened. Now I am told that they have to make sure that the package really is lost, and their agent has implied that if that is the case the loss will be mine.

A very large selection of products and brands, prices for every taste, there are discounts, free delivery of a certain amount

The company has good products. But they have the absolute worst customer service ever. No one answers the phone during business hours, which is 9am-5pm (EST). No one answers their emails, even though they promise to reply within 48-72 hours. Don't shop with them online. You will never get any assistance! God forbid you make a mistake placing an order, NO ONE cares or bothers to assist. I keyed in my zip code wrong by one digit. Trying to get that fixed has been a nightmare and I don't know if I will ever get my order. The absolute worst experience from an online store EVER! Buyer beware!

I returned an online purchase at this company. They said they refunded me but they never did. I had to contact PayPal and get them involved. I thought I would give them a second chance and ordered something recently and now its been several days and it no shipping information. The customer service representatives I have spoken to have not been helpful.

Purchased 5 items and attempted to return to the return address provided, including the form that you have to manually fill out with excessive amount of information. Also emailed them to ask them for return permission since there wasn't much guidance included on the blank paper form included in each order. Email associated asked me for: photo, serial number, order number, article number, photo of the product, address, buyer contact info, etc. Whatever happened to doing some searching using 1 order # on their end? Well. I used my own money to ship back the rash-inducing products and now the package is being returned due to 'insufficient address' - which was what was provided on their official website. Their formulas have changed and are completely different from the products you buy directly in Tokyo, Japan. Double thumbs down. If you need to buy any of their products, go thru another reputable retailer (Macy's/Nordstroms/Sephora).

Quite a good service, thank you!

I've got as a present a mosturizing cream. I will buy it again. The face is smooth and refreshed. Loved the cosmetics you sell.

Beware of their return policy. It's pretty much impossible once you've opened the product. They'll make it soooo hard to contact their customer service to return that you'll most likely give up. I managed to get their attention once, and were told to send pics of the product, which I did, and they never responded back. I believe they do this intentionally so they don't have to deal with returns and refund you.

Shu Uemura products are very high quality. This review is for the poor online shopping experience and terrible customer service. The advertise a toll-free telephone number which is only answered Mon-Fri 9-5 but the customer service rep is inept at handling any issues. They claim to have an email address which is answered 24/7 but after 3 weeks, I have still have not received a reply. I wish I had read these reviews before purchasing from them. This website should be reported to the BBB.

They have terrible customer service (false promotions) and a terrible return policy (you pay for shipping and sometimes you may or may not get the refund back. Consistent reviewers have noted this.

I tried to use the HELLOMAY promotion without success. Also, I wanted to return my recently purchased product so that I could then reorder it with the promotion. Places like sephora will just credit the difference with the promotion so you don't have to go through the hassle of returning etc. However, not only do they NOT do that, but they expect you to pay for return shipping. DO NOT PURCHASE FROM THEM!