Biotherm13 reviews
This score is based on 13 genuine reviews submitted via US-Reviews since 2020.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.Still waiting
Saw it on Instagram, a friend recommended; I hesitated but ordered — tracking broken, still nothing, rep helped.
Still hopeful despite the delay
I'm cautiously optimistic — support answered fast, but my two items ordered for a last-minute move and a chair for my bad back on Aug 21 still haven't budged in tracking. Weirdly they were helpful though, so I'm waiting.
Order ghosted me
I ordered this after a recent move because my lower back started acting up and I thought a better mattress topper would help. I got the initial receipt right away (it looked legit, which actually surprised me), and then radio silence — no shipping info, no updates, the phone number on the site didn't work. I sent two emails; only the second got a reply and it was an obvious auto-response with zero specifics. Pretty frustrated, had to contact the BBB; cautious moving forward.
Late gift, messy return
I ordered a Christmas gift on 12/15 because I needed something for my wife — had back issues and couldn't shop in person. The package didn't arrive until 12/30 so I returned it and paid $17.10 postage, used the return form from their site exactly. Today USPS sent it back as "Return to Sender - Insufficient Address." I contacted support and got a slow, vague reply. Feels like everything fell through the cracks; won't risk ordering again.
Relief at the last minute
I didn’t expect to feel relieved about a return, but that’s exactly what happened. I ordered two Biotherm items — about $130 — and after trying them I hated one of them enough to decide to return both. I’ve used their stuff for years, normally happy, but this one was a miss. The return process sounded weird at first (they wanted photos of the container, serial numbers, even the free samples back — tacky, but ok, fine). I tried messaging twice with no reply, then called and was told an email with instructions would arrive “this afternoon.” Of course it didn’t. I was ready to write them off; their support hours are strictly 9–5 weekdays, which already felt inconvenient compared to other brands that have better hours or faster chat replies. So I was skeptical, annoyed, kind of resigned.
Then, on my fourth try, late Monday, I finally got the email with a prepaid return label and clear steps. The moment I saw the refund confirmation hit my inbox — that’s when I knew I was done worrying. It wasn’t instant, and it shouldn’t have taken so many tries, but they did process everything, refunded the full amount, and even apologized. Not flawless, but the outcome mattered. If you’ve had worse experiences elsewhere, you’ll get why I gave them one more shot. So yeah, customer service is slow and kind of rigid, but in the end they fixed it, and that’s what mattered to me.Two attempts, one arrived — slow but ended ok
annoying experience, but after a lot of chasing they finally made it right (sort of) — not great, but I got my money back for the missing set. I needed these gift sets for Christmas — my partner has dry skin and I thought the promo made it worth trying. Ordered on Nov 19 with a promo code and got the confirmation email, so I was cautiously optimistic. Then nothing: no tracking, no updates. On Dec 21 I called and was told the order had been cancelled, no email sent, no call — just cancelled. They asked me to reorder and promised two-day expedited shipping, so I did, called back to confirm, and that’s when the timeline slipped to 1–9 business days, which meant no Christmas delivery. Supervisor was supposed to call — never did. After the holidays we got only one of the two sets. The missing set was listed as available on the site the whole time, but on Jan 5 customer service said it was out of stock and I would have to reorder — this was already my third attempt for the same item. I reordered again, asked for a supervisor callback (again), and waited. Tracking numbers were delayed or absent, calls gave different answers, and each time they “forwarded” my case to a supervisor — who apparently sleeps on the job. After persistent follow-up (more calls, email, and time off work), they processed a refund for the missing set and apologized; no flashy customer service, but the refund arrived. So: skeptical the whole way, annoyed a lot, but ultimately relieved I didn’t lose the money. Still, the process was inefficient and staffing/communication needs work — I probably won’t order from them again unless I absolutely have to.
Recent online order
So, I recently bought some stuff online and man, let me tell you, the customer service was a total letdown. I've been a loyal customer for a while now and always loved their products. But this time, I got two items that just weren't cutting it for me, so I wanted to send them back and get my money back.
I called up customer service and they told me they'd shoot me an email with return info, but guess what? That email never showed up. I followed up with two more messages, still nothing. It's like the whole team just took a nap and forgot to wake up! Dealing with this kind of slowness and unprofessionalism is beyond frustrating. Looks like I'll have to spend more of my workday on Monday making another phone call just to sort this mess out.Moisturizer and serum purchase
I had the worst experience with this company recently. Everything was a mess from start to finish. I placed my order, got the confirmation email, and then heard nothing. No updates, no tracking info, nada. I tried calling customer service, but the number on their site was a joke - no one answered! After shooting off a couple emails, I finally got a response after the second one. But get this - it was some generic auto-reply that didn't help at all. Super frustrating, right? Needless to say, I won't be shopping here again.
My recent purchase of skincare products
I bought some skincare stuff recently and I'm pretty bummed about the whole thing. I ordered it 8 days ago and still nothing has shown up at my door. I tried using the tracking number they gave me, but it's not doing anything. It's super frustrating not knowing what's going on with my order. When I shop online, I expect things to run smoothly, but this time it's been a letdown.
Christmas gift purchase
I was so disappointed with this store that I would rate it zero stars if I could. I purchased a Christmas gift in December, only for it to arrive late. When I attempted to return it, the package was sent back due to an "insufficient address" issue, despite me following the return process correctly. What a rip-off! I won't be making any more purchases from them.
Unfulfilled online order
I ordered two gift sets online using a promo code for a holiday gift. I got an email saying my order went through, but never got a tracking number. When I reached out to customer service, they told me my order got cancelled without even letting me know. They said they'd ship it out ASAP, but it didn't arrive before Christmas like they promised. I only ended up getting one gift set after the holidays, and the other one was supposedly out of stock. Even though it still showed up as available on the website, they kept telling me to reorder without resolving the issue. The whole lack of communication and not being able to get the product I ordered was really frustrating and a huge waste of my time.
Bought 2 things in August
I bought two things back in August and it's been over a month and still haven't received them. I reached out for help and they gave me a tracking number that's not even working. What's the deal with that?
Recommended
I have been using Biotherm for two years and i am so happy with the products they are offering. All are really unique and works well. apart from good price range, they have everything from head to toe. Also the cosmetics section is amazing as well
I switched my products with this company and i think thats one of my most best decisions ever. they have less chemical added with better work. the best products i recommend people from here are the moisturizers, serums, cleansers and toners. i also used the mask and its really effective.
The products are safe and tested before the use and you can trust the ingredients . also they have good customer support.
About Biotherm
Yes, Biotherm is a French luxury skincare company founded in 1952. The brand specializes in skin rejuvenation products formulated with thermal plankton, which is cited as a key ingredient due to its regenerative and healing properties. Biotherm offers a wide range of skincare products for the face and body, including moisturizers, serums, cleansers, and sunscreens tailored to various skin types and concerns. Originally discovered by biologist Jeanine Marissal, the brand has grown to become a notable player in the skincare industry, utilizing biotechnology to harness the power of aquatic life forms in its product formulations. Biotherm is a part of L'Oréal's Luxury Products division, distributing its products worldwide through high-end department stores, selected pharmacies, and dedicated e-commerce websites.
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Last update: October 2025
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