Justine C. was very prompt and thorough in responding to my question. She took the time to find a solution that I'm happy with while remaining very pleasant and reassuring. I found this experience to... Toon meer
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I have used Dr.Sturm’s products for more than 8 years and I think their plant based skin products are the very best. I travel a lot and order whatever I need from wherever I am. Their customer serv... Toon meer
Bedrijf heeft geantwoord
Je suis totalement satisfaite des aides de Sophia K pour les produits Docteur Barbara Strum . J ai été bien informée sur le détail de ma livraison à mon domicile sur une commande. Grand merci et très... Toon meer
Bedrijf heeft geantwoord
Leah B feedback was great solving my problem. The webpage is awful, it doesn’t let you put dicount coupons, it charged me twice without confirming the orders. But Leah helped me a lot Thankyou
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4,8
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€5,500 spent in under a year — and they still haven’t sent or refunded one missing €140 item
I have spent more than €5,500 with Dr. Barbara Sturm in less than a year. My latest order contained two products, one of which was a €140 pack of Everything Hydrogel Masks.
The masks were missing from the parcel.
What should have been a simple customer service issue turned into an absurd and deeply unpleasant ordeal.
I ordered two products. Dr. Barbara Sturm added four complimentary gifts/samples themselves, making six items in total, and then demanded a photograph showing all six items together before they would investigate the one missing product.
So I was expected to locate and photograph four free samples I had never ordered just to prove that one of the two products I actually paid for was missing.
They also demanded photographs of the packaging. I had explained that I had just returned from holiday, opened around 20 parcels and had already flattened and recycled the boxes.
Despite that, I eventually found the original box.
I provided it.
I provided the photographs.
I provided a photograph of all the items I had actually received together.
Their own customer service team acknowledged this and thanked me for ‘locating the box’ and supplying the photograph.
So I have complied with their requests. They simply keep creating more.
They then told me their warehouse had ‘confirmed’ that everything had been packed correctly and claimed this matched the courier’s parcel weight at dispatch.
I asked them for evidence that the missing masks had actually been packed.
They have provided none.
No photograph showing the item being packed. No photograph of the completed parcel. No evidence supplied to me showing that the masks were ever inside it.
Even more bizarrely, they repeatedly rely on the parcel weight, yet the weight field on the shipping label I received is blank.
At one stage they told me their investigation was complete and that ‘no further action’ would be taken.
When I continued disputing this, I was then told I had to copy, paste and sign a formal ‘declaration of denial’ before they would progress the matter.
This declaration requires me to formally deny receiving the item, confirm that I have checked with my household and neighbours, agree to cooperate with UPS, promise to tell them if the product subsequently appears, and acknowledge that making a false claim would be a breach of contract which could result in future orders being cancelled.
All of this over a €140 product I have already paid for.
And even after signing that declaration, they are not simply saying they will send the missing item.
They say they will escalate it to another department and request a ‘non-refundable replacement’, subject to further internal checks.
They actually describe sending the product I have already paid for as a ‘gesture of goodwill’.
A gesture of goodwill?
I paid €140 for it.
They have also told me that a refund is ‘not a possibility’.
After spending over €5,500 with this company, I have been made to feel as though I am being investigated for making a dishonest claim rather than being treated as a customer reporting a missing item.
I found the box.
I provided the photographs.
I answered their questions.
I complied with their requests.
I asked them for proof that the missing product was packed.
They have provided none.
And after all of this, I still do not have the €140 product and I still do not have a refund.
Dr. Barbara Sturm still have my money.
Premium prices, absolutely disgraceful customer service and an extraordinary way to treat a loyal customer.
I will never purchase from Dr. Barbara Sturm again.
20 augustus 2026
Review zonder uitnodiging
Great customer service from Justine C.
Justine C. was very prompt and thorough in responding to my question. She took the time to find a solution that I'm happy with while remaining very pleasant and reassuring. I found this experience to be a win/win and meets my expectations for a company of this caliber.
19 augustus 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good evening Mary,
Thank you for taking your time to write us this review.
We are over the moon to hear of your recent experience with Justine. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Sophia Z was fantastic
Sophia Z was very attentive and responded extremely quickly to my query. I was very impressed by the updates and emails received
18 augustus 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good evening Louise,
Thank you for taking your time to write us this review.
We are thrilled to hear that you had such a positive customer experience with Sophia. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
The personal asstistance of AUDREY …
The personal asstistance of AUDREY Customer service of Dr Barabara Sturm took care of my inconvenience with a delivery.
13 augustus 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Dear Cornelia,
Thank you for taking your time to write us this review.
We are sorry to hear that you had problems with your delivery.
We are very happy to hear that Audrey was helpful and managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto the team!
We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future.
On behalf of Dr. Barbara Sturm, we wish you a lovely day.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Je suis totalement satisfaite des aides…
Je suis totalement satisfaite des aides de Sophia K pour les produits Docteur Barbara Strum . J ai été bien informée sur le détail de ma livraison à mon domicile sur une commande. Grand merci et très contente du service clientèle.
11 augustus 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Bonjour,
Nous vous remercions d'avoir pris le temps de rédiger cet avis.
Nous sommes désolé d'apprendre le retard de livraison de votre commande mais nous sommes vraiment très heureux d'apprendre que Sophia s'est montrée efficace lors de votre échange et qu'elle a réussi à résoudre positivement ce problème pour vous. Nous ne manquerons pas de transmettre cet excellent commentaire à l'équipe.
Nous espérons vous revoir bientôt. N'hésitez pas à nous contacter si vous avez besoin d'une assistance supplémentaire.
Au nom de Dr. Barbara Sturm, nous vous souhaitons une excellente journée.
Cordialement,
Dr. Barbara Sturm Service Clientèle
Everything perfect
Everything perfect, fast, efficient and super nice!
4 augustus 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good morning Lisa,
Thank you for taking your time to write us this review.
We are very thrilled to hear of your recent experience with our Consumer Service team. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely day.
Warm Regards,
Dr. Barbara Sturm Consumer Service
Leah B feedback was great solving my…
Leah B feedback was great solving my problem. The webpage is awful, it doesn’t let you put dicount coupons, it charged me twice without confirming the orders. But Leah helped me a lot Thankyou
3 augustus 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Dear Margarita,
Thank you for taking your time to write us this review.
We are sorry to hear that you had problems applying your discount code at checkout.
We are delighted to hear that Leah was helpful and managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto the team!
We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future.
On behalf of Dr. Barbara Sturm, we wish you a lovely evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Leah B did a lovely job of supporting…
Leah B did a lovely job of supporting me with an order! Great customer service and great products!
31 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good afternoon Julie,
Thank you for taking your time to write us this review.
We are over the moon to hear of your recent experience with Leah B. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely day.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Sara was great
Sara was great, very good and professional, got back to me promptly!!
3 augustus 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good evening Nancy,
Thank you for taking your time to write us this review.
We are thrilled to hear that you had such a positive customer experience with Sara A. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Justine C. ( Dr. Sturm… great company)
I have used Dr.Sturm’s products for more than 8 years and I think their plant based skin products are the very best. I travel a lot and order whatever I need from wherever I am. Their customer service department is stellar as I found out recently when an order was taking far too long to arrive in London. I was working with Justine C. who miraculously sorted out in 24 hrs, what UPS couldn’t in 3 weeks. Love dealing with this International company and Justine C; Professional, competent, efficient and kind. Traits I so value in today’s world.
.
29 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good afternoon,
Thank you for taking your time to write us this review.
We are over the moon to hear of your recent experience with Justine. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Esra helped so much with my enquiry
Esra helped so much with my enquiry. Extremely helpful and thorough.
29 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good evening Mischa,
Thank you for taking your time to write us this review.
We are very thrilled to hear of your recent experience with Esra. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Ein großes Lob an Emilie K.
Ich möchte ein großes Lob an die Kundenservicemitarbeiterin Emelie K. von Dr. Barbara Sturm aussprechen. So einen herausragenden Service erlebt man nur selten.
Von der ersten Kontaktaufnahme bis zur abschließenden Lösung meines Anliegens war sie außergewöhnlich freundlich, kompetent und engagiert. Sie hat sich viel Zeit genommen, alle meine Fragen ausführlich zu beantworten, und war dabei stets geduldig, herzlich und professionell. Man hatte zu jeder Zeit das Gefühl, als Kundin wirklich wertgeschätzt zu werden.
Besonders beeindruckt hat mich ihre schnelle Reaktionszeit, ihre lösungsorientierte Arbeitsweise und ihre persönliche Betreuung. Sie hat mein Anliegen nicht nur effizient gelöst, sondern meine Erwartungen deutlich übertroffen.
Ein Kundenservice auf diesem Niveau ist heutzutage etwas Besonderes und spiegelt die hohen Ansprüche der Marke Dr. Barbara Sturm perfekt wider. Herzlichen Dank für diese exzellente Unterstützung – eine klare 5-Sterne-Empfehlung!
28 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good evening Renate,
Thank you for taking your time to write us this review.
We are so delighted to hear that Emilie was helpful and managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto the team!
We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future.
On behalf of Dr. Barbara Sturm, we wish you a lovely rest of the evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Top-Kundenservice bei Reklamation
Der Bestellprozess war einfach. Es gibt sehr viele Angebote, die der Fachhandel vor Ort nicht anbietet. Ein Produkt war bei der Lieferung ausgelaufen. Der Kundenservice (Kanval A.) hat sich sofort darum gekümmert und mir ein Ersatzprodukt zugeschickt. Top-Service und die Qualität der Produkte hat mich sowieso überzeugt!
23 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good evening Martina,
Thank you for taking your time to write us this review.
We are sorry to hear that you had cause to contact us over a recent order.
We are delighted to hear that Kanval was helpful and managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto the team!
We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future.
On behalf of Dr. Barbara Sturm, we wish you a lovely rest of the evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Great customer service
Delivery was delayed but after contacting Customer Service the issue was solved and parcel delivered quickly. Thank you Dean Q.
Products are exceptional.
23 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good evening Jill,
Thank you for taking the time to share your review.
We are sorry to hear your order was delayed but we are delighted to hear you had a wonderful experience with Dean. Thank you for sharing this feedback with us regarding your online experience. We will be sure to pass this onto the team!
We look forward to welcoming you back again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Very good customer service
Very good customer service. This time I talked to Sara Al that was really available and helpful
Even though it was not possible to satisfy my request, Sara has been really nice from the very beginning!
Thanks Sara
20 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good evening Mari,
Thank you for taking your time to write us this review.
We are delighted to hear that Sara A was helpful throughout your contact, we are however sorry to hear that we were unable to fulfil your request. We will be sure to pass this feedback onto the team.
We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future.
On behalf of Dr. Barbara Sturm, we wish you a lovely evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
I received excellent customer service…
I received excellent customer service from Kanval A. Thank you!
21 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good afternoon Trish,
Thank you for taking your time to write us this review.
We are over the moon to hear of your recent experience with Kanval. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Kanval A helped me with a damaged Cleanser
Kanval A helped me with a damaged order, packaging was intact however my cleanser was leaking inside the cosmetic packaging. It was easy communication back and forth with a few simple attachements that I sent for verification and I received my replacement order within 2 days. I sincerely appreciated the swift and kind responses from Kanval. Thank you so much! Christina
13 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good afternoon Christina,
Thank you for taking your time to write us this review.
We are sorry to hear that you had cause to contact us over a recent order.
We are delighted to hear that Kanval was helpful and managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto the team!
We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future.
On behalf of Dr. Barbara Sturm, we wish you a lovely day.
Warm Regards,
Dr. Barbara Sturm Consumer Services
great customer service
Quick response. Understanding , Kind and offering a solution with a product
13 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good evening Galit,
Thank you for taking your time to write us this review.
We are very thrilled to hear of your recent experience with our Consumer Service team. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely day.
Warm Regards,
Dr. Barbara Sturm Consumer Services
My item got held up in the Netherlands…
My item got held up in the Netherlands and their customer service representative, Lucie, did an excellent job replacing my item.
14 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good evening Dohn,
Thank you for taking your time to write us this review.
We are sorry to hear that you had cause to contact us over a recent order.
We are delighted to hear that Lucie was helpful and managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto the team!
We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future.
On behalf of Dr. Barbara Sturm, we wish you a lovely evening.
Warm Regards,
Dr. Barbara Sturm Consumer Services
Excellent customer service!
Excellent customer service!
I would especially like to thank Juliette V for her outstanding support. She responded quickly, explained the reason for the delay, and kept me updated until my order was shipped. The package arrived safely, and everything was perfect.
Thank you, Juliette V, for your patience, professionalism, and friendly communication. Your support made all the difference. Highly recommended!
14 juli 2026
Review zonder uitnodiging
Antwoord van drsturm.com
Good afternoon Ivan,
Thank you for taking your time to write us this review.
We are very thrilled to hear of your recent experience with Juliette V. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Dr. Barbara Sturm, we wish you a lovely day.
Warm Regards,
Dr. Barbara Sturm Consumer Services
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