BY TERRY Reviews 

Horrible customer service. I’ve emailed them and message them on instagram a couple a times because the offer they had on the website wasn’t working for me.
Never got a response from them and now the offer is no longer available.
Really disappointed

I received a faulty product which I paid £50 for. Spray bottle does not work at all so I cannot get the product out. I sent a video showing this along with my email to customer service to which they assured me I would be refunded. 3 emails and 2 weeks later they have not gotten back to me nor refunded my money. Absolutely awful customer service for a supposedly premium brand. This is in breach of the consumer rights act also so I am in the process of escalating the issue.

Hi. These products are dry poor. I ordered a goody bag. Honestly. I wouldn’t have paid £10. The tan washed off.
I reported to customer services. Didn’t want to know. Do not order this product you will be let down as I was.
Unsatisfied customer

Ordered a lip balm for £42. I don’t know what was I thinking 🤔. Honestly petroleum jelly performs better also it smells awful ;nothing like a rose smell it claims to be.

Terrible expérience with By Terry! Order placed end of November and « officially » dispatched on the 5th of December…
End of January - still not delivered and no communication. Numerous messages to the customer service left without answer. This is just a scam !

Do not buy from this company. Customer service is a nightmare!! Nobody gets back to you and there is no phone number to ever speak to someone. More order says it was dispatched 3 days after ordered but has not moved since…. I reached to DHL and they said a label had been created but they had not received the package!! It’s been two weeks!!! Nobody responds! The products might be great but not if you don’t receive them!! Buyer beware. I am going back to

I had a bad experience with the delivery but they refund the money after all. I would recommend better customer service from the beginning to avoid people like me get stressed unnecessary. I wish I had the order on time for Christmas but sadly was not the case.

I ordered 3 weeks ago. Order has not been sent yet. No support, no help from the website. I trusted this brand but this whole shopping experience feels like I have been scammed. Avoid!!! Do not purchase your Christmas gifts here!

I had said a few days ago in my review ‘I’d give no stars if I could’ but my opinion of their customer services has improved. After a few emails everything was sorted out. The initial response from cs was not helpful though and the route to contacting them only worked on a desk top computer (trying through tablet and phone didn’t get me anywhere). So all in all By Terry have gone up in my estimation. I now await my package.

I have been trying to get a return authorisation from this company for days now. All you get is you’ll hear back in 24/48 hours, you don’t hear anything back. Sent a photo of item, still nothing. I don’t want to just send the item back without authorisation because probably then they will contact me to say they can’t accept it without. Do they hope by not getting in touch the delivery return period will run out and then you’re stuck with the item! Appalling customer service. They’ve lost a customer and I used to buy a lot.

Non-existent customer service.

I ordered from here and got told my parcel had been delivered by Royal Mail to my ‘safe place’. When having a look at the proof of delivery picture, it was not my house that my parcel was delivered to. Therefore I emailed the ByTerry customer service as the seller needs to be in contact with Royal Mail to sort out the refund / getting my delivery re-sent. Despite their automated email saying I would hear back within 24 hours I have heard nothing. I have tried emailing several times and also reaching out on instagram. There is no other way to contact them. Therefore I am left without a product that I have paid for. After reading the other reviews it looks like this company is profiting from having a non-existent customer service. Do not buy from here!

For a high end brand the customer service is atrocious. They simply don’t respond either through their own website or social media channels. I asked a question about what shade to order. No response. Stupidly went ahead and ordered. Of course the powder I received was totally the wrong shade for me. I’m enquiring about a return and have had no response whatsoever.

Absolutely horrific experience. Ordered 3 balms, only 1 arrived. Been messaging for over a week on every platform conceivable and NO reply.

We’re looking at how to take action as we’ve not heard anything.

Honestly the worst customer service. For a high end product (prices) the customer service is non existent. Live chat unavailable and emails, messages unanswered. Literally cannot speak to anyone. Will avoid in future. Appalling.

Helen is fantastic -- this is my fourth time with her and she is always a great help!!

Appalling customer service. Used the various contact channels, as they suggested, and left the required 48 hours for a response and still nothing. Left several more messages and still hitting a wall of silence. To say it’s a premium brand it’s definitely not premium customer care so order with care - either use other stores that stock the brand or buy a different make.

Have had an awful experience with the By Terry website. Would love 0 stars if I could. My order arrived damaged and it took days to get my response regarding returning the order. I was told to pay the return postage and I would be refunded £5 to cover the cost. Nothing has been refunded. My parcel arrived back with By Terry on Monday 7th May and I have been emailing since that time to chase my refund for the order. Am not even getting a reply to any of my emails. Have also tried messenger and that isn’t working and live chat is not available. What is happening.
What appalling customer service. Avoid at all costs.
Have always ordered from Space NK in the past and had wonderful service.

I placed an order with By Terry via their website. It was supposed to have arrived the next day and I got an email notification saying it was delivered, however I was in the house when it said it was delivered and nothing was actually delivered to my house. I checked with my neighbors and they didn’t receive anything either. I then contacted them through the customer service message via my account. It said they would get back to me in 24-48 hours, this didn’t happen, so I messaged again, still no response after 48 hours, I sent another message yesterday, still no response. I also emailed a few days ago as I found the customer service email address, again there has been no response. I also instagram messaged, and finally got a response. They asked to fill out a google form and said they would contact me asap. I filled out their form and not heard from them since, it’s been 24hrs. I think that the online By Terry store might be a scam, I have bought the makeup from space NK and it’s been great, but it seems that maybe the online store might not exist or is a was for them to just steal our money. It doesn’t make sense that it takes nearly a week for the customer service department to get back to me. I am really disappointed in the whole experience as by terry is supposed to be a really high end brand and costs a lot of money.

Well - what can I say - any company that doesn't let customers send them a message on twitter - despite directing you to - is possibly a company to be wary of! They sent me a message saying my order had been delivered - it hasn't - I was in, my camera shows no delivery person, no card, no goods etc etc. they are super hard to contact and I will never ever order from them again.

Helen was able to quickly and expertly assess my skin condition and recommend products that will help my complexion. She also understood the concerns I had about my skin and was able to address my questions and suggest alternatives.