DR Barbara-sturm Reviews 

I have had a subscription with them for a long time, which has just run automatically, and I have never experienced errors or missing items, until August 1st, when the company sends the wrong products.

I make them aware of this error by email and send the package back to them immediately. They receive the short return item on August 11th and since then I have had to wait for my refund.
I really think this process is drawn out and I have had to contact them several times to find out how long they are in the process and the response is that I have to wait for the warehouse to register my return despite them having sent the wrong item, which I have documented.

I get a message by email that the process will take 14 days, and I have now waited for 20 days without any message as to why the process is taking so long and why I have not heard anything from them.

I bought their face wash and enzyme scrub because I used the enzyme scrub at a friend's place and it felt good. I got the products and they were okay not as good as I thought, especially for the price. 3 months later my card is randomly charged for 140$ and it says another shipment of the products is coming. I immediately contact customer service and tell them I did not order this and they tell me I was automatically subscribed. I told him to please cancel the order and refund me my money and they say it is too late even though I immediately contacted them as soon as I got the notification so there was no possible way it was shipped out yet. They tell me to wait until the products come so I can just return it I say okay and then they also tell me I will have to create my own label and cover all the fees to ship it back out. Im like what?? So they're telling me that I have to ship back products that I did not even want. Horrible service. DO NOT BUY.

I had a pleasant experience with the team especially Sophia Z. She was very helpful and was prompt in attending to my request, thanks for your help.

I bought a hair loss shampoo from them. Well, you will lose more hair while washing, drying and styling. It dries hair so bad that is almost impossible to handle it. Same thing with the firiming serum and cream. It dries your skin so bad which might leave the impression that it does something to your skin. No, it does not. Spent around 150£ on these products. Brought these back inn December but kept forgetting to leave a review.

Terrible service !

I placed my order on the 27th December and as it was not delivered by the 5th Jan I cancelled the order .... Jaslin from customer service arranged this for me and I received notification from UPS that the item would be returned.
I then spent that week chasing UPS as to why my order had not been returned to the Sturm warehouse.
Why was I having to chase UPS and not customer services?
On Sunday 11th Jan I sent yet another email and this was replied to by Sally who told me she had arranged for my refund.
On Monday 12th Jan I chased again as I had received no confirmation email and was yet again ignored.
On Monday 12th Jan I was contacted by UPS and they told me that my parcel couldn't be returned abroad .... why had Jaslin not supplied them with a return address ? I then advised UPS of the Sturm UK warehouse address .... because this information had not been supplied it delayed the process by 7 days !
On Tuesday 13th Jan I received notification from UPS that my parcel had been returned to the UK warehouse in London (a distance of less than an hour has taken over 7 days by UPS and lack of communication by customer service).
Also on Tuesday 13th Jan I received a message from Alicia that my refund will be issued within 14 days.
ANOTHER 14 DAYS ON TOP OF THE 17 DAYS ITS TAKEN .... AND THEN MAYBE ANOTHER 5 DAYS BEFORE IT HITS MY ACCOUNT !!!
POTENTIALLY 31 DAYS PLUS WITHOUT MY PARCEL AND £444 !!!
Considering the price of your products your service is disgusting!

I actually love the products but their customer service is now literally NONEXISTENT!

They have no phone number.

They dont respond to ANY emails.

And they dont respond to their whatsapp message.

Seems like they are spending all their money on advertising and NONE on actually taking care of their customer.

I honestly expected more of some expensive products, this is truly scam, I was so curious after reading some reviews that Now I believe everything was fake, I am convinced myself these products have noting special! I can asure The Ordinary products gave me quicker change on my skin! After 10 days I do not see any improvement, the only think I noticed good is that my skin feels smoother when I touch but if my skin didn’t change 1 per cent after 10 days of using anti aging serum, Hyaluronic acid and anti aging cream … I don’t trust will do later! So sso dissapointed!

I’ve ordered several times from Dr. Barbara Sturm over the past year and not once did I receive the samples they advertise at checkout. Each time I was told there was a “stock shortage” which already felt disappointing for a luxury brand. But when I raised the issue again, the response from customer service was dismissive, unfriendly, and completely unaccommodating.
For a brand that positions itself as “luxury skincare,” the customer service is shockingly poor. At these price points, attentiveness and care should be a given. Loyal customers expect a level of service that matches the premium image. Instead, my experience has been generic replies, no accountability and no willingness to make things right.
I am thinking of switching to another high-end skincare brand that actually values its customers. I cannot recommend Sturm if you expect a true luxury experience — because customer service here makes it very clear: they don’t care.

Don’t listen to the hype, product over priced and the lip balm is in a very dangerous glass jar, un tempered mine just exploded leaving shards of glass everywhere
But a decent balm that works, isn’t dangerous and at a respectable price

The product is overpriced and doesn't help at all. Waste of money

My $500 order arrived yesterday. And the bottles are half full. Buyer Beware.
Super Anti Aging serum half full .. Get this the Customer Service relied by saying the product was up in side the dropper and gives the impression the product is less than expected!😳 Ridiculous.
The Enzyme Cleanser as well half full .. No dropper here??
No sealing on products .. was I sent used products?

This is False Advertising.. look on their website all bottles are full.

Reluctantly, we’re saying goodbye after 6 years.
We’ve been loyal customers since 2019 — a group of nine women who opened eight accounts and regularly purchased Barbara’s wonderful products. Everything was exceptional: high-quality products, a fantastic and dedicated team, and an outstanding customer experience.

No matter how much we spent (and trust us, with nine women, it was a lot!), packages always arrived full of thoughtful gifts and generous samples. Even small orders came with that special touch. The Barbara team was always lightning-fast, kind, and eager to help with advice or support.

Sadly, everything changed in January 2024 after the PUIG acquisition. Prices went up without logic, the once-brilliant customer support became rude, dismissive, and—if they reply at all—you're lucky to get two minutes of attention. We recently placed a €1000 order and received one tiny Aloe Vera sample in return. That says it all.

As much as we love the products, we’re tired. There are other brands out there that offer the same quality, but with far more respect and care for their customers. We’ll be spending our money elsewhere.

Goodbye Barbara — we’re truly heartbroken for you. You built something extraordinary, and in just one year, they’re already tearing it down.

I can’t believe I spent 60€ on a hair mask which leaves my hair sticky and gross. I’ve never had such bad experience with any hair products in my life.. and I’m 36. I can’t believe this brand still exists, honestly shocking. If they only invested less in creating an aesthetic pleasing packaging, and more in the product itself, maybe they wouldn’t have such bad reviews (only in here; because clearly they remove them from all the other channels). Perhaps the “doctor” should go back creating products for feet, I guess that hair mask would be great to prevent dry heels.

STAY AWAY. They do not post negative reviews. Caused a bad reaction to my skin

Stay away from this brand. Those five star reviews on their website are misleading, because they apparently would not post honest feedback that is anything less than 5 stars (1star in my case). I placed two orders with great intentions and strong belief in brand reputation, hoping it would be a good fit for my sensitive skin. Well, it wasn’t. It happens. But when I contacted customer service, it was awful, implying it wasn’t their product’s fault, and making me work really hard to get a permission to return the items. I’ve never experienced anything like that- shocked!!! They received my return over a week ago, and yet no acknowledgment, no communication/confirmation and of course no refund in sight.

What a tragedy of a brand.

An awful customer experience. Trying to return damaged products and emails are being ignored

Terrible customer service. No phone number. In store staff seems to be trained not to interact or help or acknowledge incoming customers. WhatsApp took 6+ weeks to answer and the answer was unrelated to what I’d asked.
I love the products. They’re the best I’ve ever used for my skin by far but the customer service is so bad that it must come from the top. Dr Sturm seems friendly and gifted in interviews but for some reason she doesn’t want her company to offer even adequate customer service. It’s bordering on insulting to provide such bad service, honestly, they care so little about you or your money, it’s almost insulting. Also, the green advent calendar online is the 2023 one, I have it, but I wouldn’t pay full price for now 16+ month old products, watch out next year for a resale of the current.

This brand doesn’t like customers or other humans really. They just want your money and think they’re entitled to it. Products are great, but you’ll be searching long and hard to find a brand that is this neglectful toward customer service. It’s genuinely remarkable, in the worst possible way.

RUDE, Terrible "customer service." had a question that never was replied to. I will NEVER buy another produce from this line.

Terrible experience buying from their online shop, my order was supposed to arrive within 1-2 working days and it arrived after a week. I have asked for a recall of the order and a refund, another week has gone by and I haven’t received any news or updates from their customer service and have emailed them several times. I’ve been so put off this experience I won’t be using their products again.

I ordered for $877 USD worth of products on November 20th. Three hours later I saw that I had made a mistake and wrote to ask them to cancel one of the items worth $200 (a duo of two products). I wrote 3 times. They wrote back 2 days later telling me it was too late because it had shipped. They said I coud return it but I would have to pay for shipping the products back (obviously too expensive to ship so I will have to keep the products even though they will be too hash for my skin). On november 21st they sent a tracking link but it doesn't work. I have written twice asking for a tracking number but they still have not answered. Their customer service is terrible! They don't sem to be giving a damn about the people who spend hundreds of dollars for their products. There are other good products out there, don't buy from that company, they don't deserve it.

First I want to say I have to admit the product are most of them absolutely amazing! Nothing wrong with or anything else . But the costumer service are absolutely terrible and definitely one of the worst service! I order Online the New Calendar and when i buy I select fast delivery 1-2 working days! However is been more than 8 -9 days and I didn’t receive the package! Still waiting i contact several time the customer service and no help at all they say when the package will be on transit they will send me an email. That’s all ! Nothing else !!! Very very disappoint about this service