Customer Service Call

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.

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#2326704 Review #2326704 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered

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New Reviewer

Purchase not working

I purchased three Thermal Spring Waters, one is 300ml the other two are 150ml. Gave one to my daughter, but we have the sale problem with all three. Have half a tin left in each one as spray is not working. Please can you advise Many thanks Marion Barzilay

User's recommendation: This depends on how you you can help with the problem.

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#2287864 Review #2287864 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution
New Reviewer

Horrible customer service on a requested return

This company is known for hypoallergenic products. I own more than 20 of their products and am an incredibly loyal customer. I purchased one new product online that I could not find at a retailer, and opened it only to immediately notice a heavy fragrance in the formula. I looked online and there was no mention of a fragrance anywhere in the product description, but it was buried in the inactive ingredient list. I wrote the company and they said that their 'premium' products have fragrances to make them more cosmetically appealing, but out of all of the products I have used from their line, I have never experienced a scented product, and am hyper-allergic. So, I requested a return label because this was not well advertised and I can not use such a product. The company refused since there was nothing "wrong" with the product. I up'ed the anted and called- it took 8 tries of going to voicemail until someone answered- they told me that since it was a French product, a free refund could not be authorized (it's shipped from Parsippany and I live in Manhattan)! Clearly they do not understand the lifetime value of a customer and they are not aware of how important it is to be transparent about ingredients when customers trust their products for a specific reason- here, it's hypoallergenic properties.
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#1411870 Review #1411870 is a subjective opinion of poster.
Eau Thermale Avene Customer Care
  • Product quality
  • Customer service
Reason of review
Poor customer service
Preferred solution
Full refund

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