BY TERRY Reviews 162

The quality of the products are good when they arrive and aren’t damaged. I have ordered from them twice now and have received 3 items damaged on arrival. I tried reaching out to the company multiple times and they do not respond to request for resolution, even though they send you a email saying they will respond in 24 hrs. These products are not cheap to receive them damaged and not have a company rectify the issue. I have lost money on unusable product from this company. STEER CLEAR, find another brand who cares about the products they provide.

J’ai reçu un colis endommagé…. Manquait le hyaluronic concealer ! Service client ne répond pas aux mails… Instagram pas de réponse… je déconseille fortement ! Pas sérieux et aucun respect pour les clients !! A fuir…..

Absolutely appalling customer service which is non-existent. I have sent several emails about a faulty product, together with photos, and still no response. Tried contact via Instagram and Messenger…no response! They say they have a chat facility…I would like to know where that is on their website as I can’t find it! You need to sort this out By Terry otherwise you will lose many loyal customers.

Non-existent customer service. I've emailed them three times now, still no reply. I love the Hyaluronic Hydra Powder but once you hit the pan it just crumbles and you lose about 20% of an expensive product. They don't seem to care.
Very disappointed.

Unfortunately I wish I had read the reviews from previous customers as the customer service is zero. I have spent a few hundred pounds and more in the last few weeks and when I had an issue with the foundation, which is not the cheapest, I have had no reply via email and instagram. Feel extremely let down as I had previously regarded this brand as high end due to price and the fact I first bought in space NK. If they reached out and resolved my issue I would reconsider but I don’t think this will be the case with By Terry. I therefore would no longer part with my money to purchase in the future. Extremely let down and feel they have stolen my money.

I ordered a sample pack to try before purchasing a full size product. Unfortunately the products weren’t suitable, infact they were so bad that I decided I must be using them incorrectly as I couldn’t believe a premium brand would sell such poor quality products.
So I tried to seek assistance from customer service. They ignored all emails (which I can see from other reviews I’m not the only one)
It was less than £10 with delivery and the only reason I felt compelled to leave a review is due to the incredibly poor customer service myself and others have received.

Awful customer service, tried emails, instagram message and in the end opened a PayPal case! Have sent my item back after nearly 4 weeks of trying to contact them and still no refund????

642623674
Received order in a terrible state. Broken and leaking. Very poorly packaged. Was meant to be for a Xmas present. Have not received any response to messages.

Effectivement, la livraison prenait du temps pendant le black friday .
Le tracking de la commande n’est pas tenu suffisamment à jour et j’ai vu longtemps le statut « livraison en cours «  .
Il s’est avéré que mon colis a été perdu , comme cela arrive quelquefois en ce moment .
Mais, dès que j’ai contacté le service clients, ils ont été très réactifs et m’ont envoyé à nouveau ma commande que j’ai reçue 1 semaine après .
Donc pour ma part , je suis tout à fait satisfaite.

Je ne recommanderais jamais la marque une aussi grosse marque qui ne daigne pas envoyé une commande après plus de 3 semaines presque un mois qui ne répond pas aux messages etc j’ai du relancer je ne sais pas combien de fois sur les réseaux pour au final amen recevoir un remboursement parceque effectivement quand on fait des promos durant le black Friday c’est mieux de ne jamais envoyer la commande une évidence !!!

Placed a order with by terry never received it chasing evri for 10days no response I guess they lost it emailed by terry several times no response so how am I supposed to get my money back shocking customer service by terry has my money but I don't have what I paid for!!

Commande BT67012 passée le 01/12/24. A ce jour ma commande n'as toujours pas été expédié et aucune réponse du service client malgré de nombreuse relance. Par contre pour débiter la commande, by terry ne perd pas de temps. Un conseil, ne commande pas sur ce site. Inadmissible concernant une grande marque comme sa.

Commande passée le 27 novembre, aucune nouvelle sur la livraison ça fait maintenant 10 jours. Site peu fiable à fuir.

Update 13 décembre :
J ai reçu mon colis qui est incomplet un article au prix de 53 euros m a tout simplement pas été mis dans mon colis j avais commandé deux sets pour 115 euros au lieu de 150 je crois et je devais recevoir un “cadeau “ , l erreur de ma vie cette commmade
Après quelques jours de ma réclamation où on me disait votre colis est dans les mains de notre équipe d expédition , un nouveau pipeau :

Bonjour Kenza,

Merci de nous avoir contactés.

Je suis désolée d'apprendre que vous n'avez pas encore reçu votre commande, veuillez accepter nos excuses à ce sujet.

Je ne vois pas de confirmation d'expédition sur votre compte, j'ai donc transmis cette information à notre équipe des opérations. Veuillez compter un délai de 48 heures ouvrables pour une réponse.

En attendant, n'hésitez pas à me faire savoir si je peux vous aider davantage.

Cordialement,
Mia

J aurais du lire les avis ici avant de commander , commande BT66651 passée le 30 novembre dernier , première surprise service client pas joignable par de numéro de téléphone oulaaaa!!!
Puis à ce jour ma commande n a pas été expédiée sauf si , ils envoient sans avertir les clients , j avais payé par Apple Pay j ai demandé juste après a changer l adresse de livraison non pas possible , …je me demande si je vais recevoir ce truc un jour , je devais l offrir ce week end … par contre j ai été débitée super rapidement !!!

Grande déception.
J'ai passé ma commande le 27 novembre et le prélèvement a été effectué mais toujours rien reçu bien que sur le site c'est mentionné que la réception sous 3/4 jours.
De plus ils ne répondent pas aux mails.

commande passée le 26 novembre et aucun traitement de celle ci alors que le site promet une livraison sous 3 jours
Ne répond pas aux mails!!!

Inadmissible

Extremely poor customer service. Ordered some items and the order arrived missing an item. I have been emailing/messaging though the website and on Instagram and have had no response. Absolutely appalling how the treat their customers.

N’honore pas les commandes de nouveaux clients

I don't normally leave reviews but felt I must say how fantastic By Terry are. Have used various BT products for years. Normally order via John Lewis but they haven't had the powder I get in my colour for months, so I went to BT direct. I literally ordered my products at 8pm last night (Fri) & Evri has just delivered now (10am Sat). AMAZING service! I also benefited from a 20% discount & three free samples. No additional cost for a less than 24hr delivery. And at weekend.
Magic products. Magic service!
Thank you🤩

I ordered the small travel size bottle as I was short on time by vacation and my cosmetic compartment was full. I squeezed it in and boy was I pleased. All I can say a foundation and bronzer -not needed. This gives a lit from within! I didn't need to take any foundation as this was unbelievable and used for my whole 2 week holiday as apart from my mascara and I used By Terry for everywhere, which also was used for eyeshadow. Lip balm I take everywhere, By Terry Sunny Glow is a fantastic product which I will pick up again, again and again! Perfect, I've found a dream product that looks like I'm now not wearing foundation. Just wish I'd discovered it earlier. 5 stars