HORRIBLE customer service HORRIBLE customer service. I have tried calling 3 times and emailed the customer service team 4 times including a follow up email this morning and i have received NO RESPONSE. I would have appreciated ANY form of response rather than being IGNORED. I used to buy tatcha products through sephora but my experience buying directly has been so horrible that i am just going to stop buying the products period if no one from the team responds to me.

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? 😅

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.

Excellent Customer Experience I can only speak as I find, I have placed 2 orders within the past 2 weeks directly using the Tatcha website, the order process was smooth and simple. The products arrived next day (unbelievable service level) even though I did not pay for this service. And more than that, the products and packaging are lovely. If only other Luxury brands (Nespresso) were half as good in looking after their valuable customers..... exceeding my expectations - so thank you !