Ordered £100 worth of products (I… Ordered £100 worth of products (I usually just have the rice wash and order from a third party website) to get the £100 free lucky dip bag. When the order arrived I noticed it was very light - I wondered if just one item had been shipped separately. The box was sealed and did not show any signs of being tampered with. When I opened the box it was just tissue paper and a handwritten thank you card. I couldn’t believe it !!!! Completely empty. I contacted Tatcha and the tone started as accusational towards me. I saw a few more reviews saying about empty box so suggested they must have an internal theft problem. They resent me the order but when it arrived no £100 lucky bag as promised and promoted. I contacted them again and they said they had sold out but would send products instead. I have just received the parcel and they’ve sent me 2 x Tatcha the Camellia cleansing oil (usually £48) and one rice polish travel size. It covered the £100 so I didn’t complain but I thought it was odd to receive two of the same product. All is well that ends well but I won’t order directly again.

Empty box Been a reliable customer for 2 years, ordered the dewy skin cream. Ok so I received an empty box, contacted customer service and they asked for a photo? 😅

Very bad experience Very bad experience, ordered a water cream and when it arrived it felt suspiciously light. Opened it to find they had sent me an empty box! Absolutely disgusting, pretty obvious what had happened. Not even an apology but they did replace upon getting my email. Wouldn’t buy again from them.

False promotion no customer service! Avoid! First time ordering or trying Tatcha, took advantage of their current promotion offering a free 75ml Essence when ordering any full size moisturiser. Very disappointed as the package arrived today with no Essence inside, no free samples either just the expensive face cream. No reply to any of my emails, the chatbot is awful and no answer on telephone.

Shockingly bad customer service. The products, although expensive, are really good but the customer service is shockingly bad. Having ordered and been very impressed with the new sunscreen, I ordered another bottle to take on holiday. I didn't have time to wait for standard deliver, so paid £5.95 for next day. My order was placed on Sunday so they had it well before the Monday 2pm cut off for next day delivery. Nothing on Tuesday, when it was due. Nothing on Wednesday. I had the email confirming the order but still have not had confirmation of dispatch. As there is no possibility of it arriving in time and delivery is now difficult, I have been trying for over 24 hours to contact customer services to cancel the order. The helpline always has a recorded message saying they are busy and to phone back. The web chat always says they are closed. My advice is to order from a different retailer and avoid Tatcha themselves.