BY TERRY Reviews 162

I have twice (third time today) contacted Terry about my missing order with no response. ByTerry have my money and I have no product and no other way of contacting except for their online form. Unacceptable.

I had a free consultation with Helen this morning who's been with By Terry for many years. Her expert advice transformed how I think about color correction and concealing my under eye area. With her simple tips, my skin feels so hydrated and comfortable.

Just discovered the byterry range ie , Day cream, foundation and eye serum, I've never had so many compliments on how lovely my skin is. I'm so pleased with the products and when I can afford it going to get the serum. Just wish they did good size testers so I can try them out first .It is quite expensive and never really spent this much on products but being nearly 50 I can't believe the results. Thank you byterry game changer xxx

Horrible customer service. I’ve emailed them and message them on instagram a couple a times because the offer they had on the website wasn’t working for me.
Never got a response from them and now the offer is no longer available.
Really disappointed

I received a faulty product which I paid £50 for. Spray bottle does not work at all so I cannot get the product out. I sent a video showing this along with my email to customer service to which they assured me I would be refunded. 3 emails and 2 weeks later they have not gotten back to me nor refunded my money. Absolutely awful customer service for a supposedly premium brand. This is in breach of the consumer rights act also so I am in the process of escalating the issue.

Hi. These products are dry poor. I ordered a goody bag. Honestly. I wouldn’t have paid £10. The tan washed off.
I reported to customer services. Didn’t want to know. Do not order this product you will be let down as I was.
Unsatisfied customer

Ordered a lip balm for £42. I don’t know what was I thinking 🤔. Honestly petroleum jelly performs better also it smells awful ;nothing like a rose smell it claims to be.

Terrible expérience with By Terry! Order placed end of November and « officially » dispatched on the 5th of December…
End of January - still not delivered and no communication. Numerous messages to the customer service left without answer. This is just a scam !

Do not buy from this company. Customer service is a nightmare!! Nobody gets back to you and there is no phone number to ever speak to someone. More order says it was dispatched 3 days after ordered but has not moved since…. I reached to DHL and they said a label had been created but they had not received the package!! It’s been two weeks!!! Nobody responds! The products might be great but not if you don’t receive them!! Buyer beware. I am going back to

Les produits sont très bien
Le seul problème c est qu il est impossible d avoir une réponse sur la date limite d utilisation d un fond de teint
Et aussi une explication pour savoir pourquoi ce fond de teint achète 92 euros se retrouve à …15 euros sur VEEPEE !
C est incorrect
La Cliente paye cher vos produits et à droit à une explication

Les produits sont excellents, mais le service client déplorable, très compliqué de remplir une réclamation et après aucune réponse, j'attends toujours le remboursement d'un produit qui est arrivé cassé.

I had a bad experience with the delivery but they refund the money after all. I would recommend better customer service from the beginning to avoid people like me get stressed unnecessary. I wish I had the order on time for Christmas but sadly was not the case.

I ordered 3 weeks ago. Order has not been sent yet. No support, no help from the website. I trusted this brand but this whole shopping experience feels like I have been scammed. Avoid!!! Do not purchase your Christmas gifts here!

I had said a few days ago in my review ‘I’d give no stars if I could’ but my opinion of their customer services has improved. After a few emails everything was sorted out. The initial response from cs was not helpful though and the route to contacting them only worked on a desk top computer (trying through tablet and phone didn’t get me anywhere). So all in all By Terry have gone up in my estimation. I now await my package.

I have been trying to get a return authorisation from this company for days now. All you get is you’ll hear back in 24/48 hours, you don’t hear anything back. Sent a photo of item, still nothing. I don’t want to just send the item back without authorisation because probably then they will contact me to say they can’t accept it without. Do they hope by not getting in touch the delivery return period will run out and then you’re stuck with the item! Appalling customer service. They’ve lost a customer and I used to buy a lot.

Non-existent customer service.

I ordered from here and got told my parcel had been delivered by Royal Mail to my ‘safe place’. When having a look at the proof of delivery picture, it was not my house that my parcel was delivered to. Therefore I emailed the ByTerry customer service as the seller needs to be in contact with Royal Mail to sort out the refund / getting my delivery re-sent. Despite their automated email saying I would hear back within 24 hours I have heard nothing. I have tried emailing several times and also reaching out on instagram. There is no other way to contact them. Therefore I am left without a product that I have paid for. After reading the other reviews it looks like this company is profiting from having a non-existent customer service. Do not buy from here!

For a high end brand the customer service is atrocious. They simply don’t respond either through their own website or social media channels. I asked a question about what shade to order. No response. Stupidly went ahead and ordered. Of course the powder I received was totally the wrong shade for me. I’m enquiring about a return and have had no response whatsoever.

Absolutely horrific experience. Ordered 3 balms, only 1 arrived. Been messaging for over a week on every platform conceivable and NO reply.

We’re looking at how to take action as we’ve not heard anything.

Honestly the worst customer service. For a high end product (prices) the customer service is non existent. Live chat unavailable and emails, messages unanswered. Literally cannot speak to anyone. Will avoid in future. Appalling.

Helen is fantastic -- this is my fourth time with her and she is always a great help!!