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Biotherm(碧歐泉) Review
I placed an order on Biotherm's website and completed the payment. Unfortunately, despite the payment being successfully processed, the transaction does not appear in my account
After realizing the transaction was not reflected in my Biotherm account, I immediately contacted Biotherm's customer service team multiple times through both phone and email to seek clarification and resolution. Each time, I was instructed to wait longer for the issue to be resolved. However, to date, no effective action has been taken by Biotherm to address my concerns or provide a satisfactory explanation.
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QualityI ordered some products from the Biotherm US website and unfortunately, the products did not suit my skin. On the website and invoice, it says returns are eligible within a thirty day period from date of shipping. I initiated contact with the customer service for return through numerous emails and calls (each time place on hold over 20 mins and yet speak to no one) and heard nothing back from them. Now the eligible refund period is almost over and yet, I am unable to do anything. Horrible, horrible customer service and this is doing the Biotherm brand so much damage.No customer service at all. They supposedly have 9-5PM customer service monday - Friday. I was on hold for 60 minutes, listening every 10 seconds to an annoying voice say " our custormer service will be with you shortly"! Is this a joke? You have an option to leave a message after selecting one and hearing a tone. Unfortunately there is no tone comming up, so you do not know if anything gets recorded.
I have been using the Biotherm product for over 20 years. Unfortunately it is not sold in the US in any store. Not sure why. So my only option is to order online. One of the products disappeared from the US online site. I was trying to find out what happened. I will be purchasing my products when i go to Europe going forward. Better selection and you do not have to put up with non existent customer service. Another issue, they are shipping via "Pandion Pro". Who is that? I would like to know who is the shipping company.
To save yourself a lot of aggrevation do NOT even try to call customer service. I am convinced no one is there, they hope people just hang up after holding for 60 minutes.
Shame on you Biotherm!
Tip for consumers:non existent customer service. not responsive at all
Products used:aquasource day, what happened to Aquasource night? no longer showing on US online. Still showing on other international sites.
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QualityI have been using the biotherm products for over 10 years. Sadly currently they are only sold online in the US. Their online system is archaic, has to be from the beginning stages if the internet, this is my last experience.
I wanted to buy a new product they advertise. It was out of stock. I added my e mail to be notified when it was back in stock and as soon as I received the e mail notification I wanted to make the purchase, the buy button did not work. I checked with biotherm they were working on it, I checked back several times and several hours later I was able to purchase the product. Or so I though... I received a ref number and e mail confirmation for the purchase. 10 days later I received no notification and no product. I was on vacation and just returned, I looked online, it said "not shipped". The product is out of stock.
Yesterday Monday I called customer service around 9:30-10am. They open at 9EST. 4 times I listened to a recording telling they were busy and to call back, then I was disconnected, this happened 4 times. No holding the line, no leaving a message and getting a call back, you are cut off. Finally I got through, on hold 15 minutes. I was finally connected. They were sorry, but the product is again out if stock... They have no inventory control,? And they take all the orders. I asked to speak to a supervisor, not available, She called today. Apparently what I was not told yesterday is that if your order does not get filled, it is no longer valid. It does not say on the system cancelled, but it is, you have to renter the order, it could very well be the order does not get filled again and again and again and you will have to continue re entering the order. You loose you place in line. According to the supervisor they cannot guarantee when your order gets filled... it is a popular product. How about not accepting orders for something they do not have or not canceling the order that was already accepted so it gets filled next time the product is in stock?
I would not believe this story if it did not happen to me.
I find this system inefficient, offensive and a big waist of my time.
I would NOT recommend this site unless you have a lot of time and nerves of steel, this company has no appreciation for loyal customers.
Tip for consumers:The online system is archaic, the customer service slow, you will be on hold forever. This is the worst online system I have ever seen. Just Very bad.
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K M.
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“Online ordering is frequently an ordeal, no respect for customer loyalty”
March 11th, 2017
I am tech-savvy, I taught in two aeronautical engineering schools in France for twenty years.
I was a loyal client of Biotherm for twenty-five years in France. I love the quality of the products, but ordering them online here in the US is almost always an ordeal, one which has caused me to begin feeling a strong aversion to the brand. When I see their emails COME IN I increasingly find myself muttering curses. Now, every time I have to reorder I wonder what the problem will be this time, and there almost always IS one. It's a nightmare. WHY? I fail to understand why Biotherm's new-look site would have outdated, even purged account information for me, while erasing the most recent account data, but this is far from the first time I have had this sort of experience with them. I have had to deal with Biotherm site glitches more times than I can count now in the past three years, have lost hours again and again trying to get these varying problems sorted out, have lost offers and discounts now THREE times because of it! That's a lot of patience and perseverance to have received from one of their clients but in return I have never received more than a cursory, standardized apology! I have had orders cancelled without any notification or explanation, and the offers they included were lost. This latest unexplained blockage from ordering (which resembles the description in the one other review I see here) was supposedly fixed, and I received notification that the problem no longer existed. I went online today, and sure enough, it blocked again, saying my credit card information was invalid. This is a credit card I've used for over two years to order with Biotherm, I even sent them a screen shot of a past order.
I have no other problems of this sort on ANY other online buying sites.
The WORST ONLINE SERVICE EVER.
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