Paula's Choice Online Store

I have been using the cream cleanser for dry sensitive skin ( red bottle) for years , i got the yuka app and it said the ingredients are bad , so disappointed in Paula’s Choice ( also i still have two full bottles) not happy

I purchased the 1% retinol cream and it simply does not work. Retinol is supposed to make under your eyes feel dry which is how you know it's working. I've used this for a few months now and there's no difference which is a shame because it's affordable and I wanted to love it. Also, I looked at the ingredients recently because I was confused as… Read more

to why it wasn't working, and I was shocked to see how many ingredients were in this. Yes, this is cheaper than other brands but sometimes it's just better to spend a little bit more on a product that actually works.

One of the best companies out there – This company is absolutely amazing! Not only are ALL their products superb and at an affordable price, but their business model and customer service is like no other that I have experienced. I have always found them helpful and beyond polite but I would like to share my most recent experience. I was incorrectly sent another customers order, and as… Read more

it turns out, that customer received mine. Both orders were quite large and my first thought was of disappointment that I was going to have to find time to go the Post Office to send back products in order to receive mine. One late night email from me to Paulas Choice resulted in a very quick reply the next morning stating they were aware of the mix up and to please keep the incorrect order and enjoy trying them. They would send my actual order straight away. In addition to this they would send me a full sized product that I had enquired about once it was back in stock for free. They did in fact send me this product. I would like to commend them on they way they do business. They turned the inconvenience of a mistake on their part, into a very exciting Christmas surprise for me, that allowed me to enjoy products I had never tried before. Well done Paulas Choice, keep up the good work of making people's skin look amazing.

Also, Paulss Choice products are the ONLY thing that has had a positive and long lasting effect on my sons acne. We found Paulas Choice after thousands of dollars on other products, dermatologist, Roaccutane and expensive facials. Brilliant products and company.

2% BHA Liquid Exfoliant - skin perfecting liquid gold – My #1 tip is to follow the directions to the tee as you need your skin to build tolerance to this product. My face is oily and I used to suffer from blackheads. After a lot of research, I came across 2% BHA Liquid Exfoliant. This is a leave on product that works by exfoliating the skin from the underneath. I used the liquid formula by carefully… Read more

putting a few drops directly onto my face. It was awkward but I did not want to waste product by using cotton balls.

I have since purchased the gel that comes with a pump which makes application much easier and with the same result.

I have been using this regularly for over 2 years and can say for the first time in my life, I have no more blackheads!

A bottle will last ages because I use it only a few times a week.

Kudos to Paula's Choice team who sent me a replacement product because the one I receive had leaked in transit.

Also, please do not change this product! It is literally holy grail!

This is a review on my experience with the brand as a whole. I have bought different products with them starting with the iconic 2% BHA liquid exfoliant. I have had a really good experience with them and most of their products particularly the BHA liquid exfoliation and the nourishing milky toner (I have found that I react to their AHAs but I… Read more

haven’t tried many brands outside of theirs so it might just be my skin). Every time I have ordered with them the package comes really fast. The last time I ordered with them I did not receive the travel sized extras that were a part of a promotion they were running at the time. I contacted the service team and after a few emails they sent the items in a separate package. I would have been happy with a store credit but I am happy this issue was resolved quickly and I got my items.

Great products + customer service – I have been using Paula's Choice products for the last 5 years. Their products have had a positive effect on my skin and they are always so helpful / responsive when I need extra support with my order!

My favourite skincare – Outstanding customer service and products that have cleared my acne prone skin. For affordable skincare, it really is the best and I will never need to try any other brand!

Being a customer for a few years, I have bought many products that are all good, but the recent order 314309109 had some issues. I enquired twice, but there was no response, not even a single email

Ordered a bundle package online during the sale. The item i wanted to try the most was missing. When I called Customer service they said the item was sold out. There was no communication from admin to inform me that this happened. The invoice I received with my products didn't even reflect this issue. The lack of communication from admin is completely unprofessional and I will not be ordering any of your products again!

Didn’t work for me – I purchased many of their products in April for myself and then in May for my daughter, very expensive. I didn’t mind the cost if it was going to help with my issues. None of it worked. I took their quiz, purchased products recommended, skin always felt oily. My skin looks the same, as a matter of fact it began to break out again. Very… Read more

disappointing. I did not return because I didn’t agree with their return policy ( it would cost me more money) and I also figured it would take time to work. Didn’t work for me or my teen daughter. I stopped using a month ago. Time didn’t help. Bad choice and lots of money wasted

Dangerous and misleading – Their online ingredient dictionary is dangerous. It rates all of their ingredients as GOOD or SAFE even when scientific journal review states the ingredients as harmful to human fertility and reproduction. Example: sodium benzoate, cyclotetrasiloxane, cyclopentasiloxane, cyclomethicone, aluminium, the list goes on, too many to name here but look… Read more

it up yourself - Read actual scientific journal articles these ingredients are known endocrine disrupters.

Lies lies lies – Placed and order online and immediately emailed to try cancel as I had bought the wrong item. Customer service emailed back saying my order was already shipped - it didn't actually ship for another couple of days. So, I was advised to return the incorrect order using the returns slip in the package and re order the correct item. I was told it was… Read more

free to return the 1st order. I double checked and asked 'so it won't cost me anything to return it!?' I was told it definitely wouldn't, it was free. So, I placed my second order and waited. My orders arrived and I promptly went to send back the 1st order as I was told to do. There was no returns label in the box. Just the return address. So, off I go to the post office anyway to send it back. Return post COST ME $15, NOT FREE AT ALL. When I contacted customer service I was told basically I should've read the returns small print. Why would I do that when customer service TOLD ME it was free then I also double checked and to ensure it was correct - which I was told it was?! Maybe don't [Content Removed] your customers about being able to send back items FREE OF CHARGE, just so they place a second order so your company definitely still makes the sale. In fact, I honestly feel like Paula's Choice had hoped I would not pay shipping and just keep both orders, I mean why else would they recommend placing a second order and lie about it being free to return the incorrect one?! Don't trust a word customer service tell you, they outright lie obviously to make more sales. Never ever again. The products are not that good imo that I'd ever want to give that company another cent of my money. DO BETTER PAULA'S CHOICE! Disgusting!

Terrible Shipping Service!!! Would not recommend – Terrible shipping service! Would not recommend It has been 4 weeks since I ordered my products and they still have not arrived

Game changer – I have used the skin perfecting liquid exfoliate for around 5 years now. It was a game changer. I always suffered from blocked pores for many years. This stuff is like magic. I use morning and evening and it keeps everything at bay. If I run out then I can see the change immediately. You need to stick with it and your skin will thank you.

Not very impressed – I had high hopes for this company as I used to visit her website on product ingredients before she started making her own and I decided to finally try the softening cream cleanser as I had been struggling with really dry, sensitive skin lately. Well, it wasn't good, felt nice to use but then a few minutes later my face just felt really dry and… Read more

uncomfortable with like a powdery residue, I ended up having to wash my face again with something else because it felt really horrible and made my skin drier again. I also used the shampoo and conditioner and again it left my hair really dry and a bit sticky and a lot of it seemed made me shed a lot so it was all just a bit of a waste of money.

They also left out one of the products I ordered, the main one I really wanted actually, and although it was resolved pretty quickly (well still had to wait another week for postage) it just kind of left a bad impression.

No delivery - complaint ignored – I ordered a product from Paula's choice about 1 month ago. It did not arrive. I complained and only received 1 email back telling that the delivery company said it had been delivered. It has not been delivered. Further attempts to contact Paula's Choice have been ignored. Money wasted.

No response from their customer service – I’m aware there’s a different way to use the product as explained by their skin consultant, however, I have told them it’s not working for me even tho I troubleshoot the way they asked me to, and then, there is no more reply from them. No consistency in their customer service. Will not buy again.

Terrible Customer Service – They sent me some faulty product .When I tried to call them the automatic operator let me know it's not their working hours even though it's 11am Wednesday. I tried to email them but no reply. So a big NO for Paula's Choice. Terrible service!!!

Excellent customer service, super impressed – I took advantage of a gift with purchase and bought a serum and got another serum for free (noice) but once it arrived, I had an issue with the first serum - I emailed the team and got an immediate refund. Very happy with the service. The second serum is awesome too (the gift with purchase), this is the first time I’ve used the products so I’m… Read more

very pleased. Will definitely buy again from these guys, as I know if something goes wrong, they’ll take care of it. My skin looks really nice and fresh with their serum, it’s the niacinamide I think!

Poor customer service – I think there is an error with my order as follows: 1. There was a 20% sitewide for the both items and I think it was applied on my order. I did not check when making the payment if it was the correct ammouny was deducted. It was not as shown on the invoice I received today 2. There was also a code DUO to have 2 small samples, which did not come… Read more

with my package today

Have sent the above inquiries to Paula Choice for a review. Apart from an email reuesting my email address, which I did not have as logged in as Guess, I have rereplied nothing from them.

Always love Paula Choice products and habe been using them for years. But this will be my last purchase from them. Not worth this headache.

Five Stars for Effective. One Star for 30+% price hike in a month – The Paula's Choice 2% BHA Liquid Exfoliant has worked great for my skin. However, I have felt their pricing has always been "cloudy" to figure out. The product has had a 30% plus price hike in just over a month. It isn't that good to justify the large increase. They have turned a loyal, consistent, long-time customer off. I am off to find an alternative.

Horrible customer service & unprofessionalism – Ordered 2 products in the same time frame & only received 1. I contacted customer service and they said it hasn’t been shipped yet. Besides waiting every 5 minutes for a response, the representative said there is nothing that can be done, nor can I be recompensed for the businesses mistake. This is a major inconvenience as I needed the product… Read more

urgently. Rather than acknowledging the businesses fault, the representative was stating that it was Easter weekend and they were not able to ship it. Unfortunately this is just an excuse because I ordered 2 products in the same time period (5-10 minutes apart) and only received one, whereas the other hasn’t even been left the businesses premise. More so, I ordered on Wednesday, and Good Friday was on Friday, which immediately makes that excuse redundant. They stated I can be recompensed by cancelling my order. What? How is this a means of recompensing a customer in which the fault lies on the business for not meeting their policy, which is that they will immediately ship out orders in 1-2 business days. The lack of professionalism and accountability is concerning. Besides waiting 1 week for my order, I now need to wait another week because it has not even left the businesses premise. This is very inconvenient given that I needed the product urgently. Very unprofessional from the business & customer service representative.

Shipping was disgraceful – Delivery seems to have been made through Landmark (FDM). The order was placed on the footpath with high foot traffic on a Saturday (between 4-10 pm). There was no notification that the order had arrived and tracking showed it was onboard for delivery on Friday and still in transit. Luckily it was still there at 11 pm when I discovered it.

Efficient customer service – My order was lost by the delivery provider. The Paula's Choice representative was quick to give me the option of getting a full refund or getting a new order sent to me. When the new order arrived, I was disappointed to find that they forgot to include my bonus products promised in the previous order. Once again, their customer service quickly… Read more

fixed the issue and sent me the bonus product separately all free of charge. They were annoying situations but were dealt with a lot of professionalism on their part, so I am pretty satisfied. Big thumbs up.

Wonderful customer service & great products – I've been ordering from Paula's Choice online for many years now and find their BHA products very effective for shrinking pores and evening out my skin tone. Thought I'd move to the auto replenishment option as it offers a discount and I don't have to remember to order before running out. Was a bit worried when my order arrived and I'd been sent… Read more

an AHA instead of the BHA I'd ordered. There was a customer help number on the invoice so I gave them a call. I only had a couple of minutes on hold before I spoke to a real person who was extremely helpful, offering to send out the correct product straight away.

Terrible communication for shipping – I ordered two items which was in stock. They delivered only one item after 14 days and later came to find out the other item in not in stock, therefore wasn’t shipped after giving them a call. (This price deducted for only one item in bank account ).

Disgusting customer service – Yesterday I received an email from PC giving me early access to the Black Friday sale. I ordered 2 items online but was charged the full price, not the advertised sale price. First thing this morning I rang the Australian office, explained my situation and asked them to refund the amount that I was over charged. I was told that they wouldn’t… Read more

refund me the over charged amount but I could have a store credit. Unbelievable! Then I was told that the item had already shipped but in the next breath was told that my payment from PayPal hadn’t been completely cleared. I wouldn’t think that you would release a parcel until full payment was cleared. Next I was told that she would would present my case to the relevant people but they were on holiday on Friday so it would have to wait until next week. Really, having a holiday on Black Friday sale day. Don’t think so. A customers problem should be a priority, dealt with ASAP. Why is it that they are so quick to take your money but after that there is zero customer service or empathy for a mistake which was theirs. I note that many others have complained about the customer service and they are 100% correct. Never again.

Horrible customer experience – Its products are great I have to admit, however purchase experience is bad. Placed an order while with 25% off. Next day got an order cancellation email with no reason why my order is cancelled. Called customer service hotline and waited for 15 minutes and then being hung up. And I just got an email asking me to rate my call experience. This is hilarious. Probably won’t be using it product again. There are many alternatives out there.

Products great, company awful – Their products are so amazing that I keep coming back despite terrible or non existent customer service and slimy website practices. I just added lots to my cart and after purchasing realised the discount had been removed and a second moisturiser had been added. I have a screen shot that shows I didn’t mistakenly add two to cart. This is not the… Read more

first time my promised discount was changed on purchase. When I reach out to customer service I get no reply. I would like to be able to buy from a trusted website like adore beauty so I can trust who I’m buying from but Paula’s Choice keeps a monopoly on their products.