Kate Somerville UK Tracking Order Status

Had a faulty pump on particularly pricey KATECEUTICALS™ LIFTING EYE CREAM. I liaised with a fabulous member of the customer service team, Sylvie. A little back n' fore, wanting a video of said damaged pump, proof of purchase etc. but hats off to KS team the item was replaced and postage paid to return the damaged product to be reviewed for batch fault. Thank you

I asked their customer services team some questions about their products and their responses were quick and super helpful!

My favourite skincare brand! They have such a wide range of products for different skin types and skin concerns! My skin always feels amazing after using these products and I can't get enough! Would definitely recommend it as a small amount of product goes a long way and will leave you feeling extremely happy with your skin!

Very disappointed with customer service. States on website any order over £90 before 2pm working day will receive next day delivery, I placed order on Saturday, only received email Tuesday night to say expected any time on Wednesday. Also, I forgot to put in code for complimentary gift, my error, but hoped it could be rectified ETA phone call. Spoke to a very argumentative person Florian, who tried to say we had to pay for next day delivery, then tried to say I hadn't placed order till Monday night. When asked about the free gift, he told me I hadn't spent enough money, then he was looking at wrong order on his system, berated me for not putting code on at time of order, then after much debate, said he would instantly send me an email confirming I would get the gift. He said that the much-praised Jayne and Beth mentioned in reviews don't exist. I now anticipate that like previous customers I'll receive wrong order or missing items. It is such a shame that a luxury, renowned brand is let down by appalling customer service and misinformation.

The checkout process is quite a shambles. I should point out that I am not an average user, I am a credit card payment processing programmer. My experience is based on using iOS on an iPhone 13. Firstly, the saved address in customer’s account saves the street name correctly, but did not retrieve the street name on checkout. This resulted in Apple Pay failing on address verification. It took me several attempts to identify this issue, so I attempted a credit card checkout. This failed twice because the bank verification pop-up disappeared behind the page content. I was finally able to check out on the third attempt after a worryingly long pause and page reload. This is a pretty bad checkout implementation and it would definitely affect my choice to purchase a gift from here in the future. KS are very likely unaware of how many people would give up facing this many checkout problems.