Bought the christmas offer of the double cleanse set as I wanted to try rapid radiance cleanse. Not surprised i already love this addition to my ever growing Sarah chapman wardrobe ❤️ Thank you for... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
As always, another amazing Facial at Sarah Chapman. Stacie is FABULOUS & her wealth of knowledge, tips & advice is priceless! Clinic is always clean & welcoming, efficient & professional. Instant res... See more
Company replied
Fantastic customer service. I’ve been an avid user of Sarah Chapman products and bought their face steamer and extractor a couple of years ago. I lost one of the parts and asked the team where I could... See more
Company replied
I am so thrilled to have discovered Sarah Chapman skincare products. The website is easy to use and products dispatched very quickly. Their customer care is exemplary. Jack is always courteous, frie... See more
Company replied
Company details
Written by the company
Renowned as London’s most sought-after facialist, Sarah Chapman is the founder and formulator behind the award-winning Skinesis skincare range and clinic. With over 20 years of experience and advanced training in cosmetic science, Sarah has developed a reputation for delivering transformative results through a unique combination of cutting-edge technology, potent active ingredients, and her signature massage techniques. At the heart of Sarah Chapman Skinesis is a science-driven, hands-on approach to skincare. Each product is inspired by the real-life concerns of over 15,000 facials performed annually at her Chelsea-based Skinesis Clinic – a trusted destination for A-list clients and beauty insiders alike. From collagen therapies to microneedling and laser treatments, the clinic delivers radiant, red carpet-ready skin. Launched in 2008, the Skinesis product line brings this expertise home with results-driven formulas that blend advanced actives like peptides, stem cells, and vitamins with high-performance botanicals and essential oils. The result? Proven, luxurious skincare designed to transform your complexion and deliver the legendary Skinesis glow.
Contact info
United Kingdom
- customercare@sarahchapman.com
- sarahchapman.com
4.7
Excellent
90 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent products delivered quickly…
Excellent products delivered quickly and efficiently.
15 December 2025
Reply from sarahchapman.com
Dear Mrs Hardcastle,
Thank you for your lovely feedback. We’re so pleased to hear you’re enjoying your Sarah Chapman products and that your order arrived quickly and smoothly. We truly appreciate you taking the time to share your experience, and hope to welcome you back again very soon
Warmest wishes,
Jack
Sarah Chapman Customer Care
Such a good company to deal with
Such a good company to deal with. I had a slight query when I placed my order. Their customer service support is so lovely to deal with.
Absolutely amazing how quickly and professionally they dealt with it. They went over and beyond to make sure all was good.
I would definitely without hesitation shop with Sarah chapman again.
Thank you 😊 👏
2 December 2025
Reply from sarahchapman.com
Hi Maureen,
Thank you so much for taking the time to share such a kind review.
We’re absolutely delighted to hear that our Customer Care team was able to support you so quickly and professionally, and that you felt well looked after throughout your experience.
Going above and beyond for our customers is always our aim, so your words truly mean a great deal to us. Thank you for choosing Sarah Chapman. We look forward to welcoming you back again very soon.
Warmest wishes
Jack
Sarah Chapman Customer Care
Misleading the Customer
I ordered the sculpt and glow set and was not informed until after I paid that part of this order l, the face tool l is on pre-order. I advised the company that I did not want part of the order as it was useless without the face tool. To my horror I received an email advising the part of the order had been despatched. I checked the website and they are still selling the sculpt and glow with no mention that the tool is on pre-order order. They are misleading customers!!!!!
27 November 2025
Unprompted review
Reply from sarahchapman.com
Hello Richard,
Thank you for taking the time to share your feedback, and I’m genuinely sorry for the frustration this situation has caused.
We always aim to get our customers’ routines to them as quickly as possible, which is why our standard process is to dispatch any available items immediately. With this in mind, the warehouse sent the products that were in stock straight away.
We’re of course very happy to hold or adjust an order when requested. Unfortunately, your message came through over the weekend. During weekends, our Customer Care inbox is monitored by Clara, our AI assistant, and I personally manage all customer cases Monday to Friday, 9am to 4:30pm (UK time).
By the time I was back online on Monday and passed your request to the warehouse, the Overnight Facial had already been dispatched.
I’m deeply sorry we weren’t able to intercept it in time.
I completely understand your concern, and I’m sorry your request wasn’t actioned as you expected.
Regarding the sculpt and glow being available online this is because they arrived at our warehouse on Friday, which is why the website no longer shows the pre-order message, as these would be included with any order placed
Please be assured your feedback has been taken on board, and I’ll be reviewing how we can better support weekend requests going forward.
All the best,
Jack
Sarah Chapman Customer Care
Incredibly impressed
I contacted Sarah Chapman's customer service team due to the missing part in my steamer. A family member has misplaced it and I was worried that I wasn't going to be able to use it anymore, so I contacted S Chapman team. I received prompt response, they offered to provide replacement of the part and dispatched it the next day. I appreciate the support and how responsive the team was.
22 November 2025
Unprompted review
Reply from sarahchapman.com
Hi Margarita,
Thank you so much for taking the time to share your experience.
We’re delighted to hear that our customer care team helped you find the missing part for your steamer and that everything was resolved quickly.
We truly appreciate your kind words about our responsiveness and support. It means a lot to us to know you felt looked after.
If you ever need anything else, we’re always here to help.
All the Best
Jack
Sarah Chapman Customer Care
Outstanding customer service.
I live in the United States and was having problems ordering a gift for my daughter's birthday.
I called customer service and was informed that I would receive a call back from the associate that deals with these issues.
I received a call from a gentleman called Jack and told him of the problem I was having.
He told me not to worry that he was at dinner at that moment and as soon as he return home where he had access to his computer he would take care of it.
Jack called me when he returned home informing me that he has created an invoice which he had emailed to me and all I had to do was click pay and put in my credit card information. I did and my order was completed.
When I spoke to Jack it was 9pm London time he was at dinner with a friend when he called me and made me feel like I could have been the only customer of Sarah Chapman.
I appreciated Jack's concern and outstanding professionalism, especially how he handled my situation.
Jack is an exemplary representative of Sarah Chapman.
11 November 2025
Reply from sarahchapman.com
Hi Christina,
Thank you so much for taking the time to share your experience. I'm delighted to hear that I was able to assist you so efficiently and with such care, even outside of regular hours.
It’s wonderful to know that you felt like a priority and helped ensure your daughter’s birthday gift could be ordered without any stress.
Your feedback is truly valued and motivates our team to continue delivering exceptional experiences for every customer.
All the best
Jack
Sarah Chapman Customer Care
Great resolution!!
I had an issue with a product that was not working correctly. I contacted Sarah chapman over the weekend (Sat) Not realising their customer service dept was closed.
I recvd a call Monday morning from Jack who was amazing with sorting out the issue. His speedy resolution and follow up to resolve was brilliant. Thank you Jack.
Love Sarah chapman products!! The best!!
5 November 2025
Reply from sarahchapman.com
Hi Laura,
Thank you so much for sharing your experience. I'm thrilled to hear that I was able to assist you so quickly and effectively, even following up to ensure the issue was fully resolved.
It’s wonderful to know that our support made a difference and that you continue to enjoy Sarah Chapman products. We’re so grateful for your kind words and for recognising the dedication of our team
Warmest wishes
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Dear Lee,
Thank you for your kind words. We’re delighted to hear that you’ve had a positive experience with our customer service team and continue to love our products. Your support truly means the world to us.
Warmest wishes
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Dear Camilla,
Thank you for sharing your feedback.
We're delighted to hear that your experience with us was quick and efficient. We always aim to provide a seamless and effortless service from start to finish.
Warm regards
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Dear Kathryn,
Thank you for your lovely feedback.
We’re so pleased to hear that you received excellent service. our team takes great pride in ensuring every experience reflects the care and quality behind the Sarah Chapman brand. Your kind words mean a great deal to us.
Many thanks
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Dear Sara,
Thank you so much for your kind words. We’re delighted to hear that our team was able to resolve your issue quickly and provide the level of service you deserve. Your experience is incredibly important to us, and we truly appreciate you taking the time to share this feedback.
Warm regards
Jack
Sarah Chapman Customer Care
I was thoroughly impressed with the…
I was thoroughly impressed with the service today. Jack was incredibly helpful and quickly arranged a cable replacement for one of my devices. I was especially grateful that this was dealt with so efficiently and at no charge. Such kindness. Thank you again!
16 September 2025
Reply from sarahchapman.com
Dear Natalie,
Thank you so much for your kind words. I’m really glad I could help and get the replacement sorted quickly for you. It’s always my aim to make things as easy as possible, so it’s wonderful to hear that this made a difference. I truly appreciate your feedback and I’m always here if you need any further support.
Warm regards
Jack
Sarah Chapman Customer Care
Many thanks!
Have been using their Facialift massager for 5 years daily. To me it’s a substitute for needles and it works so well. Recently had issues with a product purchased elsewhere and contacted Sarah Chapman customer service. Without hesitation they apologised and offered me a replacement. This is a company which cares for their customers and reputation. Well recommended. x
15 September 2025
Reply from sarahchapman.com
Dear Ausra,
Thank you so much for sharing such a wonderful review. We are delighted to hear that you’ve enjoyed using your Facialift over the years and that it has become an essential part of your daily routine.
It’s always our priority to ensure our customers feel cared for, so we are thrilled our customer care team could support you swiftly and to your satisfaction. Your kind words mean the world to us, and we’re truly grateful for your recommendation.
All the best
Jack
Sarah Chapman Customer Care
Outstanding Customer Service - 5 🌟 for Jack!
Jack consistently delivers outstanding service! He is attentive, approachable, and incredibly efficient, making every interaction smooth and enjoyable. Truly exceptional 5 🌟, highly recommended! Thank you!
6 August 2025
Reply from sarahchapman.com
Thank you so much for your wonderful feedback!
I'm delighted to hear that I provided such attentive and exceptional service. At Sarah Chapman, we’re committed to ensuring every experience feels smooth, personal, and enjoyable, and it’s fantastic to know I was able to reflect this so well.
All the best
Jack
Sarah Chapman Customer Care
Highly recommend
Loving my new Sarah Chapman products, as a woman in 60s avoiding the pressures to go down the aesthetics route and finding products that work is a challenge, have been using for a couple of weeks now and my skin is starting to glow
6 August 2025
Reply from sarahchapman.com
Dear Janice,
Thank you so much for sharing your experience.
We’re truly delighted to hear that your new Sarah Chapman products are helping your skin glow and giving you results you can feel confident in.
Finding skincare that supports your skin’s natural beauty without the pressure of aesthetic treatments is at the heart of what we believe in.
We’re so pleased to be part of your routine and look forward to continuing your journey to radiant, healthy skin.
Best wishes
Jack
Sarah Chapman Customer Care
Jack is an ambassador of what customer…
Jack is an ambassador of what customer service should be. I’m an avid online shopper and I’ve found Jack to be personable, helpful and efficient in any enquiries I’ve had.
Highly recommended 5 🌟
6 August 2025
Reply from sarahchapman.com
Dear Harrison,
Thank you so much for taking the time to share this thoughtful review.
I'm delighted to hear that I made such a positive impression. Your kind words mean the world to us, and we’re so pleased that your experience reflects the high standard of service we aim to deliver.
We look forward to being part of your skincare journey and welcoming you back again soon.
Warm regards
Jack
Sarah Chapman Customer Care
I have had a wonderful experience
I have had a wonderful experience with Sarah Chapman. They are incredibly helpful and kind. I recently enquired about a discontinued product of theirs via email, the response was very kind and helpful, they recommended a suitable alternative that would accommodate my needs and offered to send me some samples of the product to try. I already love using Sarah Chapman products and would not hesitate in contacting them again if I needed to. Wonderful experience.
13 August 2025
Reply from sarahchapman.com
Dear Karen,
Thank you so much for taking the time to share such a thoughtful review. We’re truly delighted to hear about your positive experience with our team and that our recommendation and samples have been helpful in finding the perfect alternative for your needs.
It’s always our goal to ensure every interaction feels personal, caring, and tailored to you, and we’re so pleased to know this came through in your recent enquiry. Your continued trust in Sarah Chapman means the world to us, and we look forward to supporting you on your skincare journey for many years to come.
All the best
Jack
Sarah Chapman Customer Care
Digital Shield Day Cream 5*
I’d been using the Digital Shield Day Cream for a while, but after speaking to Jack at Sarah Chapman, I decided to try the Digital Rest Night Cream too. I’m so glad I did!
My skin now feels softer, calmer, and more radiant every morning
6 August 2025
Reply from sarahchapman.com
Dear Customer,
Thank you so much for your lovely review! We're delighted to hear that you're enjoying the Digital Rest Night Cream and that your skin is feeling softer, calmer, and more radiant — that’s exactly what we love to hear.
Im so pleased to know my recommendation made a difference.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Dear Kerry,
Thank you for your lovely feedback. We’re so pleased to hear you’re enjoying our products and that our Customer Care team has looked after you so well.
We truly value your support and look forward to continuing your skincare journey with us.
Many thanks
Jack
Sarah Chapman Customer Care
A fantastic first experience with…
A fantastic first experience with purchasing products from Sarah Chapman and loving what I have bought. Customer service was excellent when I had a query. Highly recommend!
6 August 2025
Reply from sarahchapman.com
Dear Anon,
Thank you so much for your kind words and for sharing your first experience with us. We’re delighted to hear that you’re loving your new products and that our Customer Care team could assist you so well.
We hope your new additions become long-term skincare favourites, and we look forward to welcoming you back soon.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Great company truly Amazing Skincare that’s delivers every time perfection
Always a pleasure dealing with Sarah Chapman company I normally text Jack and so so approachable and courteous if I have any problems it’s quickly dealt with and the best skincare ever! I’d never change my skin insurance 30SPF and overnight facial thank you for everything
30 July 2025
Reply from sarahchapman.com
Dear Maria,
Thank you for taking the time to share.
It’s always a pleasure to assist you, and I’m so glad to hear you feel supported and cared for. Your loyalty to our Skinesis Eye Insurance SPF 30 and Overnight Facial means so much to us, and knowing they’ve become irreplaceable in your routine is the highest compliment we could receive.
We look forward to continuing your skincare journey together for many years to come.
All the best
Jack
Sarah Chapman Customer Care
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.