Customers often praise Trinny London for quick, helpful responses when orders or products go wrong. Many users say they see visible skincare improvements and like the feel of the makeup. A smaller group mentions missing order confirmations, late vouchers, and occasional product faults. Ratings split between many very happy customers and a few strong complaints.
Examples from available reviews (Dec 2021 – Mar 2026).
Products praised; missing order was reordered promptly by customer service.
“apologies and have reordered for me in quick time.”
Skincare used for four years has significantly improved the reviewer's skin.
“Been using the skincare products for over 4 years now, never had better skin!”
Second order received no confirmation and customer service hasn't replied.
“I have emailed with attachments with my payment and screen shot of the purchase and I have not heard anything.”
Accuses the company of selling 'tat' and ripping off couriers.
“Stop ripping off hard working Evri couriers with your tat, check book Trinny”
After-sales staff often resend or replace orders that arrive lost or damaged. Reviewers name specific agents and describe quick, polite fixes. A minority say emails went unanswered and vouchers took too long to sort out.
Several reviewers accept the higher prices because they see results over time. A small number say items feel poor value or seem cheap. Price complaints come up less often than comments about how well the products work.
Online orders sometimes need support after courier losses or delivery delays. Shoppers also praise in-store staff for being knowledgeable and helpful, though these comments appear less often than online service stories. When support steps in, it often gets the purchase back on track.
Many customers report long-term skincare improvements and like the textures of creams and serums. A few mention formula or packaging issues, such as a tinted serum that dries out or a pencil that fell out. Very negative descriptions appear, but not often.
Most reviewers describe fast, clear replies and updates from support. Some report no order confirmation or slow responses, including late vouchers. When communication goes well, staff sometimes add replacements, coupons, or small gifts.
Most experiences are positive, driven by quick, effective customer support and products users often praise. A clear minority faced unresolved order or product issues and left low ratings. Overall, aftercare stands out, with occasional operational slip-ups.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Customer service exchanged wrong shade; plumping serum improved mature skin quickly.
“sent me a different shade which is perfect.”
Damaged bag was replaced promptly by customer service.
“Ian rectified this by replacing it with a brand new one.”
Skincare used for four years has significantly improved the reviewer's skin.
“Been using the skincare products for over 4 years now, never had better skin!”
Second order received no confirmation and customer service hasn't replied.
“I have emailed with attachments with my payment and screen shot of the purchase and I have not heard anything.”
Amazing customer service and products; issues are resolved immediately.
“Absolutely amazing customer service.”
Accuses the company of selling 'tat' and ripping off couriers.
“Stop ripping off hard working Evri couriers with your tat, check book Trinny”
Charlotte provided knowledgeable, helpful customer service selecting a gift.
“Fantastic customer service from Charlotte.”
Customer support replaced incorrect shade and issued a coupon promptly.
“she sent me a replacement BFF All Day and gave me a coupon code”
Quick, professional responses made me feel valued as a customer.
“I felt like a valued customer.”
Products loved; customer service responded within an hour to fix order.
“IAN from the customer services team came back to me within the hour”
Courier lost parcel; customer service resent order promptly via a different courier.
“immediately sent me a replacement order with a different courier”
Prompt, fuss-free resolution to a minor product issue by customer service.
“a big shoutout to Ian who was extremely polite and helpful.”
Products praised; missing order was reordered promptly by customer service.
“apologies and have reordered for me in quick time.”
Cream eyeshadow feels luxurious and suits mature skin.
“This feels creamy and luxurious and sits nicely on my skin.”
Ian responded promptly and resolved my issue effectively.
“Ian was absolutely brilliant, responding to my email promptly and sorting out the issue”
In-store staff were friendly, knowledgeable, and very helpful.
“Daniel and the staff at meadow Hall are so lovely”
Faulty item replaced within 48 hours after contacting customer service.
“within 48hrs problem resolved and replacement sent and received.”
Customer service handled a product mismatch respectfully and resolved it.
“I was worried this would not be taken seriously but it was.”
Order not received was replaced and a complimentary lip balm included.
“Mitra had added a fab little gift of Trinny Lip Balm as an extended apology”
Lost parcel resent via different courier and included a free gift.
“they had sent the order again via a different courier.”
Customer service replaced my missing order quickly via another courier.
“Fantastic service from the Trinny London team”
Skincare products impressed, improving mature skin despite higher price.
“The skin care is second to none”
Support resolved my order error quickly and courteously.
“lovely products and amazing aftercare.”
Small product fault was resolved immediately by customer service.
“There was a small problem with a pump and it was resolved immediately.”
Damaged item was promptly replaced after contacting customer service.
“a replacement item had been sent out.”
Customer service helped with delivery problem and products praised.
“Fantastic service from Steff in customer services”
Company communicates well and resolved a delivery issue professionally.
“Trinny london always communicate and deliver promptly.”
Customer service resolved my issue quickly; products praised.
“Excellent products and amazing customer service.”
Voucher arrived about a month late, making the gift embarrassing.
“Totally shambles and very embarrassing.”
Faulty eyeliner couldn't be returned locally and customer service was unhelpful.
“the crayon has completely fallen out of the pencil.”
Customer service representative solved a tariff delay and reshipped promptly.
“She dealt with the logistics issue and got a new shipment out to me on a Sunday evening.”
Product was excellent and support both in-store and online praised.
“Excellent product and fantastic support both I store and online.”
Missed parcel handled well by staff, products liked; asked for phone number.
“Fantastic service from Beth when my parcel went missing with Evri.”
After a late delivery, customer service resent order and included a gift.
“sending out order again with a surprise gift in it to me”
Lost order was investigated and resent promptly by customer service.
“she arranged for the products to be sent again !”
Customer service representative resolved two complicated issues quickly.
“Thank you again Lauren for your patience and for resolving the issues quickly”
Long-term customer praises products and quick, efficient customer service.
“Excellent customer service who deal with any queries quickly and efficiently.”
Product loved and customer care resolved ordering glitch remotely.
“Lauren helped resolve a technical glitch so I could place my order online all the way from far West Texas.”
After product reaction and lengthy contact, a refund and gift were offered.
“arrange a refund and complimentary gift.”
Appreciates excellent products and consistently helpful staff.
“they are truly excellent.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Trinny London is a UK beauty company that makes and sells makeup and skincare. Its range includes tinted serums, cream eyeshadows, modular makeup kits, and targeted skincare. The brand sells direct through its website, as well as in stores and concessions. Some locations offer shade matching and one-to-one consultations. The website lists ingredients, provides application guides, and includes ways to contact customer service.