Eau Thermale Avene

Customer service is very disappointed. Not very helpful at. I email twice with same issues. Still not resolve. I try calling and I was cut off after a long wait. Very sad because I really like their products.

User's recommendation: Don’t order from Avene website. You’ll never going to get service.

My RetinAl intensive cream is damaged and have been trying to reach customer service for a replacement. My request #186375. I would like a replacement and I will mail back the damaged cream. If theres a problem with this I can return my whole order just send me an address where it could be sent to and you can credit my account. I do not have my receipt

User's recommendation: Not a good one.

USPS package says delivered but it was never delivered. I called Avene USA customer service. They told me I had to wait 5 days (customer service rep repeatedly reminded me that USPS requires 7) then to file a "lost package" claim with USPS. By the way, when a package is shipped, the shipper is responsible until the receiver has it in their hands - regardless of shipment tracking. The shipper is responsible for working with the shipping company, not the receiver. Let's just say their customer service perspective made me feel like they're doing me a favor and are "generous with their customer service" - direct quote. The rep pointed out that they have to do this because "they'll lose money" and that if I disputed with my credit card company they have me recorded on file and will counter-dispute. Avene is owned by one of the largest pharmaceutical companies in France by the way. I was upset, and stayed on the phone way too long and disputed pointless things with this rep, and flared tempers. Needless to say, this company isn't worth purchasing from directly. Find someone more reliable that distributes their product. They have certain people with skin issues cornered using their product and they're not shy about taking advantage of that with their "generous" customer service.

User's recommendation: If you need the product, don't purchase direct.