I called Adore on a Sunday as i realised my order would be sent to an old address, however received auto message advising phone line was closed and directing me to AI online assistance. I chatted with AI who requested my issue and some details. AI asked me to wait which i agreed to do. Lovely lady called Jona then assisted me via the chat and… Read more · 1
updated my address details and checked order number which luckily had not yet been dispatched and Jona assured my order would arrive at correct address. Jona was friendly, helpful and knowledgable and I was hapoy with this service from Adore and very relieved my order will be dispatched to correct address. Thank you!
I have been purchasing from Adore beauty for a very long time however with this order I did make a mistake. I emailed my issue and it was quickly rectified by Alyanna. I am so very grateful for her assistance and will continue purchasing my fave goodies from Adore Beauty! Thank you again! Show reply
I have had a truly awful experience with Adore Beauty. I placed an order for $130 of skincare. I did not have an account so created a new account and put in all my details. I got a confirmation email and an update that it was posted. A few days later I got a notification from Auspost that my item was on its way to outer Melbourne. It turns out… Read more
Adore Beauty had sent it to my old address - perhaps it was in their system from something I had once ordered years ago. I actually put in my current address (as I created a new account) but for some reason their system changed it to an address I hadn’t lived at for years (since COVID lockdowns!). When I checked my details on the Adore Beauty website - all my current address details had been deleted and it was now blank. Clearly they have some sort of legacy system that caused this glitch. Auspost tried to mail redirect but now my package has been stuck in a loop and has bounced 8 times between automated sorting centres and is still going despite numerous attempts to intercept it. Adore Beauty don’t care and don’t have any contact details to help sort out the problem that they have caused.
Reviews with attachments
I feel torn inside to give 2 stars negative review. Out of all beauty skincare retailers, adore is my favourite, I am high leavel customer of mecca and sephora too though. I at peak used to have 3 accounts with adore , order for friends and aunties too, now just have the one account for myself. Thousands and thousands and thousands spent even… Read more
before adore has a reward system.
As adore grew, I feel like the quality customer service has declined. Maybe because of change of direction, maybe simply just because not enough of staff to attend needs.
For whatever enquiries submitted via online chat, it takes at least 4/5 business days to hear from someone, sometimes not even a response or a very "template generated" version of one fit all answer. Calling is even more hopeless.forever no one answering. It is either voice mail for the entire day or go ringing and ringing until it rings out.
It is pretty much like if you are lucky you get through to someone eventually, and it is luckier if you get to talk to someone who is able to put themselves in customer's shoes to understand and listen.
Unlike in the past, personalised/customer centred service has become a luxury and hard to get from adore. What makes you special in the past , adore, the one thing you used to stand out to attract us is no longer there.
I recently reached out to adore to discuss my rewards in the account. Customer service was cold and could not get rid of me quick enough. Apart from saying sorry , she was not interested in listening what I have to say.
I have placed so many orders in the last 2 months in a way I have received 8 or 9 of those $20 rewards. Too many for me to go through them all in a short window of time. Everything expires in not even a month of time apart from each other.
Despite of my efforts, I could only consume maybe 3 of them so far.
I understand terms and conditions, not stacking them on one order, not on sales item, not on excluded item, not in conjunction with other code...etc. ok, I respected that, I am not asking exemptions here.
What really irritates me the most is that, adore makes it so impossible even i want to make several separate orders, because adore charge you almost $10 of postage for order under$75.
So, by placing several orders for the purpose of consuming all rewards, half of total value of my rewards go to the so-called shipping cost if any of those orders doesnt reach $75 mark.
Ofcourse, you might say you could order product worth $75 or more. Mind you, not every product sit on $75 price mark, and for item cost $75 more not necessarily what I need.
Yes, I could. But then I will be doing exactly what adore wants me to do, spend even more to use those rewards. Adore, I have already spent more in the first place, that's why I earned those rewards.
So, here is my options, well, do not feel i really have a choice here: Option1: place 5 or 6 orders which totall cost would be at least $350 in order to use all rewards Option2: place 5 or 6 orders for exactly what i need (not for the sake building up to $75) but losing half of the reward value to postage cost Option3: let it go, dont bother.
Any of those options, no win. Adore, you see how you put your customers in a very impossible position, especially those who spent forturn on your business.
Adore, what you at least can do is to lower the minimum spent for free shipping. Or, for people like us, who genuinely want to continuely supporting your business, let us use all rewards , make it possible for your customer. I would not even ask if I dont have so many in my account.
Well well well...what a "clever system" you have there, not for the benefit of its customer. Adore, since when you have become money hunger bushiness. Your way of rewarding customer is not rewarding, is a very agressive form of making money out of your long term loyal customers, who helped and supported you to get to where you are today. Shame on you!
Attached are my rewards, look at those dates. Adore, how am I be able to use them all go by expiry dates, like for real, be realistic.
And, those unused rewards are the one I find challenging to use. If you go look into my account, you will see those I have used.
Hi DD, Thank you so much for taking the time to… Read more (+1 reply)
I just wanted to say that my order arrived so quickly, and Adore Beauty is such a reliable company. Even when I had a problem with my order, the customer service team was excellent and helped me straight away. Their reliability and support definitely make me want to continue purchasing from them in the future. Show reply
Amazing customer service both in store and online, kind quick and helpful. Awesome app too so u can easily access your history and rewards: Quality name brand genuine products heavily discounted. Also the discounts and gifts can be stacked so I placed my order during the 30% off sale and received 30% PLUS a gift card of $15 for spending over a… Read more · 1
certain amount PLUS a free gift -I chose a nail file PLUS free delivery! All adding up to incredible value, outstanding service plus my order arrived in two days! Highly recommend Adore Beauty I’m so happy with my orders!
I’m telling you guys adore beauty is literally where you should be buying all your necessities. I have genuinely put all of my friends on! A huge thank you to Kim and the Adore Beauty team! I placed an order for all my haircare and skincare for a restock and was meant to receive a free skincare goodie bag with the promo, but it didn’t add to my… Read more · 1
cart even though I met the minimum spend. I only noticed after getting my receipt, so I contacted them around 11pm and Kim had already replied and fixed it by 12am, even after I got an automated email saying they’d likely respond the next day. Such amazing customer service. By the way, this only happens SOMETIMES with the app, it was my fault for not checking as they do say many times please check its in the bag. But this proves if you quickly contact them, they are more then happy to help you which usually other brands have told me they can’t do anything. I recommend using the app to browse, but order on browser or a laptop etc. :))
On another note, Adore Beauty is genuinely the best place to shop for ANYTHING beauty. They always have the best sales, promos, and free gifts which you never see in other stores. Not to bash MECCA or Sephora, but they don’t come close with their beauty loops and “rewards”. In this order I got all my necessities as said, which does get pricey ifykyk, but received a $75 gift card back! Literally when would you ever receive this buying your necessities? NO WHERE! In this same order I purchased the Pureology shampoo and conditioner I always use, checked my reciept, and had received two extra 50ml ones for free! After getting the gift card I already know I’m getting another stock up of my MAC lip duo which will cost me only $5, free shipping, AND I get a free lip gloss with purchase. You genuinely get so many perks shopping with them that you just wouldn’t get elsewhere. Best place for makeup, skincare, haircare, everything. LET ME PUT YOU ONNNNNN!! Adore Beauty for life I literally love this place I hope they never leave
What happened to the tim-tams?? I know it is a freebie, but the new wafer thin tin-tam has more packaging than biscuit. Feels like a waste and cost saving exercise!
Hi Isabel, Thanks so much for taking the time to… Read more
UPDATE!! ORDERED ON THE 6TH JANUARY 26. WELL I THOUGHT I'D GIVE ADORE ANOTHER GO BUT YET AGAIN GOOD OLD TEAMGE WHO WERE DELIVERING PICKED UP MY PARCEL ON THE 7TH OF JANUARY AND TOOK IT TO MELBOURNE AIRPORT WERE IT'S BEEN STUCK NOW FOR 4 DAYS AND THE TRACKING NOW SHOWS IT WON'T BE DELIVERED TILL A FURTHER 48 HOUR'S. PLEASE GO BACK TO AUSTRALIA POST… Read more
A MUCH RELIABLE COMPANY.
I've been ordering from Adore Beauty for many years and my orders would arrive very quickly by Australia Post in 2 days & the courier can open my gate but they have changed couriers to MyteamGE who take 4 to 5 days to deliver who change the day and time by sending text messages saying their sorry to change day & times & they don't know how to open my gate then they take it to a chemist 20 minutes away which is inconvenient for me & l left my gate open for 2 days because l don't want to go to a chemist to pickup my parcel. And recently in my order l've been receiving samples of something l don't want as like Cerva moisturizer which l normally buy at chemist warehouse on sale as l used to receive new top brand samples of new products. I won't be purchasing again from Adore Beauty anymore as l've found another skincare company who can deliver to Melbourne in 2 days.
Hi Jule, Thanks for sharing your feedback, and… Read more (+2 replies)
I placed and order #1208659854 that included 3 items. Clinique mascara and 2 travel shampoos. The total of the order $70.90. On your website it states that all orders over $65.00 includes FREE EXPRESS POSTAGE. However, when my order confirmation came through it stated my package would be sent EPARCEL standard shipping.. I needed this order asap… Read more
and thats why i placed this order with express postage included. I contacted the office the next day and they said it was sent via eparcel standard and its was too late. The girl on from customer service instead of apologising validated it. She asked when i needed the order(actually besides the point) and i explained asap in the next few days, I am going away and then she said well you still might not have received that order even if it was express by then validating that it may not make a difference and still may not receive it??? Making me feel like i dont understand! I do realise express sometimes means 2 or 3 days but its still quicker than standard!!!!She informed me I would have received confirmation that it had eparcel on the invoice. I said yes and thats why im calling and i wanted it sent express as the order is over $65.00 which im entitled too and need the items. She then said well you order may have flammables and its up to dispatch (Mascara and 2 shampoos!) Included screenshots of eparcel standard shipping and your express postage guarantee to customers..
Hi Susie, Thank you for your review. We’re so… Read more
Latest follow-ups
My experience was at first didn’t work using a code. My first time ordering too. I dealt with a wonderful service agent Jona. I’m so excited to receive my order and I did get the bonus. Congratulations to the service there. Show reply
Follow-up · Love love a bonus. Trying new products and sharing them with my son as he loves skincare too. My skin has never looked better and I’m complimented on it. I rarely wear makeup and now I enjoy loving my skin with or without makeup.
My daughter recommended the online store Adore Beauty to me some time ago. I had only made a few small purchases back then. Recently, I went back to browse for some products and discovered a wonderful world full of all kinds of brands, choices, and… Read more · 1
delightful finds that help me feel better, well‑groomed, and fashionable. I had never purchased anything from the brand Anastasia before, but after finally doing so and receiving my order, I realized that the website had advertised a gift with the purchase of that cosmetic line—and it wasn’t included in my package. I wrote to Customer Care to let them know, thinking it might simply have been an oversight. Their response was extraordinarily kind. They explained that my purchase had not reached the minimum amount required for the gift, but that they would send it to me anyway. That gesture truly surprised me—not so much because of the gift itself, but because in these modern times, when everything is governed by strict rules and policies, it is rare to encounter genuine kindness behind a screen. Yes, there are real people—not just machines—working behind this incredible Adore Beauty experience. I am truly grateful that you remain human: dedicated professionals who do their work with passion and generosity. You have gained a loyal customer. Thank you. Susana Furphy
Follow-up · Yes, the time delivery was satisfactory, and they send messages about the delivery. The quality of the products is great. Exactly what you want and need. Yes, I have been exploring other brands, and I have bought some of them.
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Positive reviews
Great customer service, especially from Denise! She contacted me as soon as possible to let me know that an item I had purchased was out of stock, which I really appreciated. She was friendly, prompt, and made the whole process easy. Thank you! Show reply
Alyanna and Jona were extremely accommodating when I experienced an issue with a faulty LED mask. They handled the matter professionally and resolved it promptly. I’m very happy with the level of customer service provided and appreciate their support throughout the process. Show details · 1
I love the kind words the customer service reps use. I reached out about a misunderstanding on my behalf, and not only did they help me understand, but they also went above and beyond to help me, even when they didn’t have to. Their replies were fast, kind, and genuinely helpful. There’s an extra spark in the way they communicate that makes you… Read more · 1
feel like you’re talking to a real person who genuinely cares. That level of customer service is becoming rare these days, and I really appreciated it.
I spoke with Dylyn & Denise.
Negative reviews
I'm becoming increasingly frustrated with the restrictions attached to your vouchers. The Spend & Save eVouchers, Birthday Vouchers, and the $20 Beauty Bank reward earned for every $250 spent all come with such strict terms and conditions that they're often impossible to use. For example, whenever Adore Beauty runs a sitewide 20% off promotion,… Read more
almost every eligible product is already discounted. Because these vouchers are restricted to full-priced items, they become effectively unusable. In reality, it's extremely difficult to find enough full-priced products to redeem the voucher before it expires.
Regarding damaged product, I agreed to receive the refund as an eVoucher because it was strongly recommended by your customer service after I received a damaged product. However, I was very disappointed to discover that the eVoucher cannot be used on sale items.
It feels disappointing to earn rewards through loyalty and spending, only to discover that they can't be used during the times customers are actually most likely to shop. I understand that some exclusions are necessary, but the current restrictions are simply too limiting. The rewards program should feel like a genuine benefit for loyal customers, not something that requires reading pages of fine print to work out whether a voucher is usable. Hard to be loyal customers from this website.
Instead of handing out Tim Tams, maybe you should focus on improving your voucher policy.
Hi Charlotte, Thank you for taking the time to… Read more
In the past, I always wrote glowing reviews and have been a loyal Adore Beauty customer since the early days. Unfortunately, I’ve noticed a significant decline in both customer service and the value offered to customers. The promo codes Adore Beauty was once known for seem far less generous, and free shipping is now only available on orders over… Read more
$75. Recently, I placed an order exceeding $75, but as soon as I applied the $20 reward I had earned through spending over $250, I was suddenly charged for postage. I was also unable to use the current Kerastase promotion.
I understand that only one promotional offer can be used per order, but reward dollars earned through previous purchases should not be treated as a promotional code. They are a loyalty reward that customers have already worked towards earning.
To make matters more frustrating, I’ve tried contacting customer service for clarification, but these days it seems impossible to speak with a person, with customer enquiries being directed to a chatbot instead.
As a long-time customer, this experience has been disappointing and leaves me feeling that customer loyalty is no longer valued in the way it once was.
Hi Dargy, Thank you for taking the time to share… Read more
I placed an order on 26 May 2026 at 7:37 AM. Immediately after submitting the order, I realised the app had defaulted to an incorrect address, despite this same issue occurring a few days earlier and me specifically updating and saving my current address to prevent it happening again. At 7:39 AM — within minutes of placing the order — I attempted… Read more
to contact customer support through the app to request that the shipment be redirected to my correct address. Unfortunately, the support system appeared to be offline, so I left a message explaining the issue.
By the next day, 27 May 2026, I still had not received any response. I sent a follow-up message at 5:36 AM, however by this stage my $217 order had already been shipped to the incorrect address. I then sent another follow-up at 11:28 AM and again received no reply.
Today, 28 May 2026, I sent a fourth message at 7:02 AM requesting an urgent response. It is now 12:59 PM and I still have not heard back from anyone.
This entire situation was completely avoidable had I received assistance within a reasonable timeframe. Despite the value of the order, the multiple attempts I have made to resolve the issue promptly, and the fact that I am a Level 3 Adore Beauty member with a yearly spend of $5,940 so far, I have received no customer support whatsoever.
I would have expected a company to value and retain loyal customers such as myself. At this point, it certainly does not feel that way.
Hi Claire, I'm very sorry to hear about your… Read more
Recent reviews
I had a wonderful customer service experience with Adore Beauty today. I reached out because a sample I was meant to receive with my order didn’t arrive, and Abbie assisted me with so much kindness and care. She reviewed my concern quickly and arranged a replacement without any hassle. Her support made me feel heard and reassured. I’m genuinely… Read more · 1
grateful for the help and the smooth resolution. Thank you, Adore Beauty, for consistently great service.
Awesome customer service! I had an issue that needed to be resolved quickly, I had entered the wrong address on my order. Jin from Adore beauty was fantastic in resolving this. My address was changed very quickly and I received my gorgeous order at the right address. Thank you Jin. Customer service is always amazing. Show details · 2
Rhona From customer service was absolutely amazing in helping me with an issue. Thank you for listening, advising and processing my request. End to end customer service at its best. I was so impressed with the level of professionalism from start to end. Thanks Rhona. Show details · 1
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Has a mix up with a product and delivery which was my fault and the customer service team have been amazing, super responsive courtesy and helpful! Thank you Adore Show details · 1
I have been using adore beauty to buy all my skincare haircare and makeup products,its truly incredible, their service is the best..best customer service in the world. Everytime i receive so many beautiful gifts and a sweet timtam. Show details · 1
Adore Beauty is an incredible company. Great customer service, quick shipping and amazing prices. Literally best customer service I’ve ever come across. Alyanna at Adore Beauty literally made me loyal for life due to her amazing service Show reply
This is, HANDS DOWN, the BEST beauty company you could ever hope to deal with!!! I can get all my skincare, beauty, AND health products all in one place, while also building up points and amazing rewards, just for buying things I would usually have to get from three different stores. The best prices, the best customer service, and the best rewards system for loyal customers. I’d give them a 10 out of 5 if I could!!!! Thank you, Adore Beauty!!!! Show reply
After reading some of the negative reviews here, I was a little hesitant to place an order, but there were also many positive reviews, and the 20% discount convinced me to order M.A.C setting sprays. My order was shipped the day after I placed it, and it arrived the following day. I was also pleasantly surprised to find a free M.A.C sample and a… Read more · 1
Tim Tam included in the package. I’m very satisfied with my purchase and will definitely shop here again.
Great customer service, brilliant sales and fast delivery!! I was so pleased when I accidently ordered the wrong product. I was able to have it fixed up via the live chat almost instantly! So good. And that kind of online response is rare these days! There is no where else i would buy my hair and beauty products. Show reply
I’ve been purchasing from adobe few times. Only purchase when item on special or sale otherwise too expensive. Also very happy with the give away stuff. The only thing they need to work on is there $20 voucher that we earn. They should not limited customer when to use the voucher.(Voucher not valid for sale items. Show details
Hi Agustini, Thanks so much for your feedback and… Read more
I reached out originally through the online chatBOT and was quickly transferred to Kim from customer service, her responses were fast, kind and they were able to help me with my issue right away (and over a long weekend!) I always get the best help from Adore Beautys customer service team. Thank you xx Show reply
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Hi there! Thank you for taking the time to share… Read more