I have always had great treatments, and response to anything I ask at Sarah Chapman. They really care about their clients. Customer service people are polite and welcoming and always go out of their w... See more
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Review summary
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Reviews shaping this summary
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
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 fr... See more
Company replied
I ordered three items on Sunday taking advantage of the 30% discount offer. When my order was confirmed two of the items were discounted but the third was had a ‘subscription’ added (regular repeat or... See more
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
4.8
Excellent
116 reviews
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
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Reply from sarahchapman.com
Dear Ankush,
Thank you so much for your lovely feedback.
We’re delighted to hear that your query was resolved promptly and that you had a positive experience with our team. Providing efficient and supportive customer care is always our priority, and your kind words truly mean a lot to us.
All the best
Jack
Sarah Chapman Customer Care
Customer service was very responsive…
Customer service was very responsive and helpful. They went above and beyond to handle my request. I’m very pleased with the outcome and will be a loyal customer because of it.
29 January 2026
Reply from sarahchapman.com
Dear Cynthia,
Thank you so much for taking the time to share such a wonderful review.
We’re truly delighted to hear that our customer care team were responsive, supportive, and able to go above and beyond to support you.
Your loyalty means a great deal to us, and we’re so pleased we could deliver an experience that reflects the high standards we always strive for.
We look forward to welcoming you back soon
Warmest wishes
Jack
Sarah Chapman Customer Care
Super fast response to my emails!
Super fast response to my emails, helpful and efficient. Thank you!
27 January 2026
Reply from sarahchapman.com
Dear Sarah,
Thank you for your lovely feedback.
We’re so pleased to hear that our team were able to respond quickly and support you in a helpful and efficient way.
Delivering a seamless and positive experience for our customers is always our priority, and your kind words truly mean a lot to us.
Thank you again for taking the time to share your experience
Many thanks
Sarah Chapman Customer Care
Great products & service
1 January 2026
Unprompted review
Reply from sarahchapman.com
Dear Bella,
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.
Many thanks
Jack
Sarah Chapman Customer Care
Warm regards
Jack
Sarah Chapman Customer Care
Missing item, out of stock but still charged
I bought the face and body lift duo, but only part of the order was dispatched when I emailed to say part of the order was missing they said it
Was on back order as it was out of stock. I was not advised of this before. Ordering or after which is wrong but when they got back to me Marina apologised and issued a £10 voucher off my next order but this voucher did not work I tried several times and it’s been days now since emailing about this and no one responds at all so not the best service on 2 issues to be honest.
25 December 2025
Unprompted review
Reply from sarahchapman.com
Dear Leanne,
Thank you for taking the time to share your feedback, and I’m very sorry to hear about the frustration you experienced with your recent order. I completely understand how disappointing this must have been, and I’d like to offer my sincere apologies.
I’m especially sorry that the messaging around the pre-order item was not as clear as it should have been. This was the first time we have offered a pre-order, and while we did our best to communicate this, I fully acknowledge that we fell short on this occasion. Your feedback has been shared with our e-commerce team to ensure that, should we facilitate pre-orders again in the future, the process and communication are much clearer.
I have also reviewed your previous correspondence with Marina. While I have not been able to identify a technical issue with the discount code that was issued, I appreciate that it did not work as expected for you. I have reached out separately to help resolve this for you and would be very grateful if you could reply when you have a moment, so we can ensure this is sorted promptly.
Once again, I’m truly sorry for the inconvenience caused and for the delay in getting back to you. Thank you for your patience, and I do hope we can restore your confidence in our service.
Warm regards,
Jack
Sarah Chapman Customer Care Team
Amazing Customer Care service
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, friendly, knowledgable, and genuinely cares about customers and the lovely products. I would wholeheartedly recommend this company.
6 January 2026
Unprompted review
Reply from sarahchapman.com
Dear Simon,
Thank you so much for taking the time to share such a kind and thoughtful review.
We are absolutely delighted to hear how pleased you are with your experience of Sarah Chapman skincare, from the ease of using our website to the speed of dispatch.
Your comments about our customer care mean a great deal to us, and I’m personally very grateful for your lovely words. It’s always our aim to ensure every customer feels genuinely cared for, so knowing this has come across truly makes my day.
Thank you again for your wholehearted recommendation and continued support.
Warmest regards,
Jack
Sarah Chapman Customer Care Team
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
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