Reviews often describe customer service fixing problems quickly. Many customers praise product textures and skincare results. A small number report orders left unresolved, late vouchers, and items arriving damaged or broken. The feedback shows a clear split between many five-star service experiences and a few one-star complaints.
Examples from available reviews (Oct 2022 – Mar 2026).
Customer service quickly responded and sorted out the issue.
“Ian was absolutely brilliant, responding to my email promptly”
Second order lacked confirmation and customer service did not respond.
“All I want is my money returned or my product posted.”
Eyeshadow felt creamy and sat nicely on mature skin.
“This feels creamy and luxurious and sits nicely on my skin.”
Reviewer calls Trinny's products 'tat' and criticizes the company.
“Stop ripping off hard working Evri couriers with your tat, check book Trinny”
Customers often say replacements and refunds were handled quickly after delivery or product problems. Several reviews mention agents (Ian, Lauren, Mitra, Charlotte) who sorted issues, arranged re-ships, and added small apology gifts. A smaller number describe no reply or order confirmations that were never resolved.
Some reviewers point to coupons, refund setups, and free lip balm or surprise gifts after problems. One review says the products are multitasking and affordable. Far fewer comments focus on standard pricing than on these goodwill gestures.
Store visits come across as friendly and informed, with counter staff praised by name. For some, staff helped fix online ordering glitches and the purchase then went through; a few others mention missing confirmations or delays linked to tariffs. One reviewer asked for phone support as another way to get help.
Skincare and cream makeup get positive feedback for noticeable improvement and a luxurious feel. Several users like the multitasking formulas and mention a creamy eyeshadow that wears well on mature skin. Fewer negative notes appear, but they include a broken pencil, an allergic reaction that led to a refund, and one reviewer calling the products "tat".
Many customers mention quick email replies and clear updates on lost or delayed parcels. Communication is mentioned less often than service stories overall. One reviewer suggested adding a phone number to widen contact options.
Most feedback highlights strong service interactions and product satisfaction. A few cases of no response, late vouchers, and damaged deliveries lead to sharply negative experiences. The mix of many issues solved quickly and a handful left unresolved creates a polarized overall picture.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Customer service resolved a lost shipment and delivered items within four days.
“Customer service help me immediately!”
Customer service arranged prompt redelivery after a missing order.
“Fantastic service from the Trinny London team”
Skincare products are high quality and noticeably improved mature skin.
“The skin care is second to none”
After an ordering error customer service resolved the issue quickly.
“lovely products and amazing aftercare.”
A small product problem was resolved immediately by customer service.
“it was resolved immediately.”
Damaged item was replaced within 24 hours after customer service response.
“a replacement item had been sent out.”
Customer service helped resolve a delivery problem and products were praised.
“Fantastic service from Steff in customer services”
Company communicates and dealt professionally with a delivery problem.
“Trinny london always communicate and deliver promptly.”
Customer service resolved an issue quickly and products were praised.
“Ian sorted my issue straight away”
Voucher arrived nearly a month late causing embarrassment and dissatisfaction.
“Totally shambles and very embarrassing.”
Eyeliner broke and return policies prevented local exchange; customer service unhelpful.
“crayon has completely fallen out of the pencil.”
Customer service representative resolved tariff delays and dispatched a replacement promptly.
“She dealt with the logistics issue and got a new shipment out to me on a Sunday evening.”
Products are excellent and in-store and online support was fantastic.
“Excellent product and fantastic support both I store and online.”
Customer service resolved a missing parcel and suggested a phone contact would help.
“A phone number would also be handy for customer service.”
Late delivery was resent and apologized with a gift; excellent service.
“sending out order again with a surprise gift in it”
Lost order was acknowledged and products were resent promptly by customer service.
“she arranged for the products to be sent again !”
Customer service representative resolved complicated issues and assisted at an event.
“Thank you again Lauren for your patience and for resolving the issues quickly”
Longtime customer praises products and responsive customer service.
“Excellent customer service who deal with any queries quickly and efficiently.”
Customer service fixed a technical issue enabling international ordering.
“Lauren helped resolve a technical glitch so I could place my order online”
After a reaction, a representative arranged a refund and complimentary gift.
“arrange a refund and complimentary gift.”
Trinny London is an exceptional beauty and skincare brand that I recently had the pleasure of using. The easy, modern, and premium quality of their products has left me in awe. Their commitment to personalized beauty formulas ensures that each product matches my unique style.
The first thing that caught my attention was their sleek packaging, which reflects the high-end quality of the product inside. The wide range of shades for every skin tone was impressive as well. It took only a short time to find a perfect match for me.
I fell in love with Trinny London's multitasking formulas because it saved me both time and money since I didn't need to buy multiple products at once; just one or two was sufficient enough! To make things better, all their products are affordable compared to many similar brands out there.
Overall, I've had nothing but excellent experiences with Trinny London's products. They have exceeded my expectations on numerous occasions, making me feel more beautiful than ever before!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Trinny London is a London-based beauty brand that makes and sells makeup and skincare. It offers foundations, creams, multitasking makeup, and skincare formulas for different skin types. Products are sold on the brand’s website and at retail counters and concessions. Trinny London also provides online product details, shade guidance, and international shipping options.