Essentials London - London

N S

Ordered Dermalogica products at such a discounted price, my order arrived 2 days after placing the order with a free gift inside. Quick and efficient service, will definitely be shopping here again!

LORRAINE lorraine

UPDATED BELOW: I wish I had read the reviews before ordering the Medik8 super c Ferulic at a cost of £48 for 30ml I jumped to purchase it while browsing online...bad mistake. I paid for my order and heard nothing with regards to dispatch after 6 days I emailed customer service. I received an email a day later saying that they have said 7 working days to dispatch goods and that they will dispatch shortly once received from their supplier. Order placed 12/7/24 shipped 18th July 24. Received Monday 22nd July. Just tried the product and it stinks of petrol or chemical type of smell it's clear and runny and the dropper does not work the product just runs through the pipette! Absolutely sure this is a fake product as most customer reviews on other sites say it is an amber or yellow colour without smelling of petrol! This company seems to be using 2 names Essential London, Pharmartel Ltd. I just received the order today and I have emailed customer service with regards to my concerns using this product. I hope they can sort this out without me contacting trading standards consumer protection. I am not happy at all.

UPDATE 29th July 2024

Essential London has assured me that the product will be sent to medik8 to investigate and that they are truly sorry for the bad experience. I returned the product after I was supplied with a returns label. They have just notified me that it has been received back at Essential London and a full refund will be processed.

Ian Johnson

The rudest staff. I’ve been in on three occasions recently to ask for basic things like eye drops or talcum powder and they act like it’s the most bizarre thing they’ve ever heard of. “Try boots” with a sneer.

Nic Ole

Did not send what I ordered, ignored my email and Facebook messages also. First and last time I’ll ever use this company !

Chocolate Girl

They took my money instantly. After a long wait I contacted them to be told they were still waiting delivery of the items. Firstly they shouldn't be available to purchase if they're not in stock and secondly they could have informed me. Happy to say I did get an instant refund.

Emma Vic

I placed an online order for a few Dermalogica skincare products in the New Years. Unfortunately, I did not receive a confirmation e-mail which did make me a bit concerned. I was, however, charged. Therefore, I'd advise all to screenshot their order number. I did contact the company as it was not 12-13th January without a confirmation or a dispatch e-mail (their website said otherwise). After following up, I did hear back from the company and I was told my order would be dispatched in a few days. Again, I did have to follow-up on this and I never actually received a shipping e-mail.

I did receive my products in the end and the company did apologise for the delays. I would like to support this business again, but I'm not too sure I would unless it really fixed it's online site, communication and waiting times. It was just poorly managed. I do appreciate that the company are hoping to improve this though.

Mona Akbari

Brilliant pharmacy. The staff are so friendly and helpful. When I couldn't find a specific injection elsewhere, they kept trying to order it for me, and eventually, they got it! Also, they have a full range of lovely skin care products. Highly recommended.

Amanda Sykes

UPDATE 16/1/23
I received my order! All correct ?.
I did save a few pounds using this company….but I think I would rather buy on the High Street, next time, unless they can improve the order processing..

ORIGINAL REVIEW
I ordered online, 27/12/22 - approx £35 worth of goods; Very worryingly, I did not receive the promised email with my order confirmation/tracking details. Payment was made via PayPal, and processed 30/12/22.

I emailed the company 31/12/22, with my concerns re the lack of any order confirmation/tracking details. They responded 5/1/23, apologising, and letting me know that they had been closed 16/12/22 to 3/1/23 for the holidays; They told me they aimed to get my order dispatched early week commencing 9/1/23.

Since ordering, I have read a lot of negative reviews (Google and TrustPilot), most of which have had no response from the business; A very questionable way to run a reputable business.

Some reviewers have suggested that this business is a scam operation; I am perhaps being naive here, but I am preferring to think that it is just a business with A LOT of scope for improvement.

Delivery timescale is quoted at 3 - 7 working days, according to the company website; When I had heard nothing by yesterday afternoon (8 working days) I emailed them, advising that if I didn't receive either my goods, or a refund, by close of play today 13/1/13, I would pursue the matter through the PayPal dispute resolution service, Trading Standards, and the Pharmaceutical Registration body.

At around 11am this morning I rang the business .....But didn't press the number for "online sales" (where you'll just here a voicemail asking you to send them an email), but pressed the number for "general enquiries" instead; PLEASE NOTE: This took me through to the Pharmacy part of the business; A real life human, called Marion!!! She seemed nice, and professional; She was very apologetic, stating that there HAD indeed been problems at their end....but confirming that my order had now been dispatched; Apparently, dispatch confirmations are not being sent at the moment (IT issues), so she offered to send a manual confirmation and tracking details; This she duly did, and I now have a Royal Mail tracking number for delivery of the 6 products I ordered; This delivery is expected to be made by 3pm on Saturday.

I will update here, to confirm if I have received the order....and am inclined to contact the company to suggest that they respond (with apologies/explanation/reassurance) to all their negative reviews (TrustPilot and Google), and get something out to their customers, or onto their website, to be honest about any operational difficulties/delays they are having.