Mzskin Reviews 37

I purchased an eye LED device from MZ Skin via TKMaxx, which has a 2-year guarantee. The mask entirely stopped working 13 months after purchase.

When I raised the issue, I was first directed to the retailer, then sent back to MZ Skin. My case has now been “under review” for over one month with no update from the customerservice email address despite their automated response saying they will reply in 48-72 hours. They seem like total con artists.

The process has been unclear and inefficient, with responsibility shifting between the retailer and the brand and now just total silence despite multiple chases.

Do not buy from this company.

I purchased an eye cream, but what I received had the consistency of solid oil that was impossible to scoop out of the jar or apply to the skin, as it just rolled up instead of spreading properly.
Even after three weeks since contacting customer support, I still have not received any response regarding my issue. Very disappointed. For a brand that positions itself as luxury, the level of service is extremely poor.

I purchased an eye LED device from MZ Skin via Harrods, which has a 2-year guarantee. One side of the LED works, while the other does not, making the device unusable and ultimately a waste of money.

When I raised the issue, I was first directed to the retailer, then sent back to MZ Skin. My case has now been “under review” for several months with no resolution or meaningful update.

The process has been unclear and inefficient, with responsibility shifting between the retailer and the brand.

I placed an order on 27th March and I have received no items. I have emailed the company three times now and each time it's an AI agent who reply's. This is not good enough as my money has been taken and this is an expensive brand . The reason I purchased my items was because I received a free sample of one of their eye patches with another company so decide to purchase some more along with an eye cream

I ordered the rich moisturiser from them last Thursday, 19th March. I ordered it because I had it in my Liberty Advent calendar last Christmas and loved it.
However my experience so far has been that I've parted with approximately £150, haven't received the product and can't get any answers. Tracking states that my product was delivered on Monday but I haven't received it. I've been emailing but only have the option to converse with an AI agent. Almost 48 hours ago I was told my query was being sent to a "human agent" to deal with and I've heard nothing. 

I'm not impressed at all with this first experience of purchasing with this company. I thought it was a premium brand, I liked my first try of the product in the Liberty advent calendar but it's a shame I had no idea how inadequate the customer service is.

All I want to know is where my order is! Not a big ask!

I am extremely disappointed with my experience with this company. I purchased red light eye patches and the product arrived broken and completely unusable. It clearly shows a lack of proper quality control and care before sending items to customers.

What makes the situation even worse is the terrible customer service. I contacted the company several times by email to report the issue, but no one has responded to me at all. After several messages, I am still waiting for any kind of reply or assistance.

It is very frustrating to spend money on a product that arrives damaged and then be completely ignored by customer support. A company that values its customers should take responsibility and respond to issues like this.

Based on this experience, I would not recommend buying from this company. Broken products and no customer support is simply unacceptable.

I absolutely loved my LED mask—it's a fantastic product and I’ve recommended MZ Skin to friends many times. Unfortunately, the left side of my mask has stopped working. I contacted customer service twice, but after two weeks I still haven’t received any response.
This has been very disappointing. The lack of communication and support has completely changed my experience with the brand. Sadly, because of this customer service issue, I can no longer recommend MZ Skin products.

Don’t buy from this company I purchased led eye one of them wasn’t working and I can only get a response via AI which states that I will be passed to a human…tip there is no human they have a ridiculous return policy in breach with the rights of consumers and I’ve had to report to PayPal to try to retrieve my money back POOR QUALITY PRODUCTS POOR CUSTOMER SERVICE

Terrible experience and poor customer service.
I purchased several products, but the delivery failed and I was unable to rebook another delivery with DPD. Initially, I was told there was a barcode issue, which I reported to MZ Skin. After a week, there was still no update. Two weeks later,I contacted DPD again and they informed me that the parcel was lost. I contacted MZ Skin multiple times already and sent numerous emails, but they never followed up with DPD. They only kept saying that a refund would be issued once the parcel was returned. Eventually, after complaint over complaint ,I did receive a refund today, but when I went to reorder the same items, the price had increased by over £50. Overall, a very disappointing experience and poor customer service.

I bought the MZ LED mask 3 years ago and it stopped working after 14 months. MZ replaced my mask as it was within the warranty period and the replacement also failed, again within 14 months. They clearly do not last. Do not waste your money. They would not replace my second mask as the because original warranty period of the first mask had expired.

I got a sample from Lovely Skin of MZ oil and liked it so I wanted to order. MZ offers 20%off mature discount on first order and has you send a photo to prove age. I am 62 with sun damage, photo was refused as not old enough. I ordered anti-aging kit with no discount (did not honor the advertised MAY20 code with this item I would have ordered with Lovely Skin had I known in advance and saved the shipping but I was already at the cart).Received kit and retinol serum was empty. Wrote to them and they wanted a video of me opening the package to prove it was empty. Hmmm, knew it was empty as I had already opened it. This company feels almost like a scam, not worth the bother, terrible customer care to the point of ridiculousness. Don't bother!

Updated review: The red light therapy mask I purchased broke. I am amending my original review as the issue has now been resolved and I am happy with the outcome, thank you for resolving this it's much appreciated.

However, it did take an awful lot of effort on my end. This included phoning and going into the original store I purchased it from (Harrods) to give the MZ staff a push. My enquiry was put aside for months with the online customer service team. Lots of follow ups with emailing and it did take a very long time to resolve which was draining.

To the MZ team, I would say your price point is luxury and you need to provide a better service when it comes to issues. If this had been resolved immediately I would be rating 5 stars and coming back for more products.

Grace the Customer Service Representative is a credit to the company.
Not only do I love the products but the customer service is first class - Thanks Grace.

Overpriced, doesn’t work and made zero difference. Tacky packaging. My boyfriend bought as a gift from Selfridges (girl there was good though), wish I could return it

I have just bought the MOST amazing spf from MZ Skin as it leaves no white cast or any greasy residue. I love all of the products however, I just wish the price point was more accessible for a larger audience. The products are sooo amazing and they are worth it but maybe you can bring out more discovery sets.

I am so pleased with my purchase with MZ Skin.
First of all, the website is very easy to navigate and find the right product that suitable for my skin condition.
Secondly, because I am going abroad. I reached out to the customer service team. They are super friendly and helpful and supportive. They helped me to arranged a more express delivery to allow my package arrived before my flight.
I am sooo grateful. And will definitely purchase again

Fantastic products and great customer services. I had a fault (after a year) with a led mask and I contacted customer services. They got back to me quickly and have replaced the mask.
Very happy with the mask too!

I LOVE this brand!! Went into Selfridges the other day to purchase some face masks for my holiday, staff were so sweet and helpful actually ended up leaving with more products than I planned I got given a complimentary facial and lots of free minis to travel with (I’m not from London so this being my first interaction at MZ skin it was the best experience!) thankyou

I purchased the entire calming range from MZ Skin, and every product has worked wonders on my skin. It’s now calm, radiant, and glowing. The sunblock is incredibly light yet offers fantastic protection—absolutely brilliant! I highly recommend all of their products for anyone seeking a luxurious skincare experience. 💕

I usually go to Selfridges because the sales team on the MZ skin counter have been so informative and helpful. This time, I ordered online and the cleanser was missing from my order. After talking to customer services they sent me the cleanser and small sizes of products the customer service rep advised I should try! Everything was quickly rectified, and I’m so happy that everyone I have spoken to from the brand have always gone above and beyond.