Across these reviews consumers most often report issues with billing, refunds, cancellations and slow or absent customer support. Product reports are mixed: several reviewers describe long‑term or sensitive‑skin success, while others report damaged, defective or smaller products. If you are considering Murad, check subscription and cancellation settings, keep order and payment records, and review the brand’s return policy before purchasing. For problems reported here, reviewers found third‑party retailers or documented escalation sometimes helped resolve disputes; consider those channels if direct support is unresponsive.
Examples from available reviews (Oct 2025 – Feb 2026).
Has used Murad moisturizer for 15 years with sensitive skin and no complaints.
“I’ve been using Murad Environmental Shield moisturizer for 15 yrs.”
Murad attempted to charge my card without permission and blocked it.
“Murad company tried to take 98£from my card!!!”
They shipped old or returned unpacked, unsealed products presented as new.
“They will ship you old or returned products that are unpacked and unsealed.”
Auto-fulfillment reordered without consent and company refused cancellation.
“Murad does not cancel orders”
Reviewers frequently report problems with refunds, billing and order cancellations: delays, unexpected charges, and restrictive return rules.
Several reviewers note price increases, smaller product sizes, unfulfilled reward offers, and free‑gift or points redemption problems.
Users describe confusing post‑purchase flows and reward/redemption issues, accidental add‑ons, and difficulty changing or cancelling online orders.
Reports are mixed: some long‑term positive use and product fit for sensitive skin, but numerous complaints about damaged, defective or used items.
Many customers report unresponsive support: unanswered emails, inactive chat, phone auto‑replies, limited escalation and poor follow‑up on issues.
Most reviewers express negative overall experiences driven by billing, returns and customer service problems; a minority praise product results.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (24) · Quotes shortened · As of: February 2026
Reviewer states Murad products are very good.
“Very good products”
Order had no updates, tracking issues, and unresponsive customer service.
“No one answers.”
Wrinkle corrector showed no improvement and containers seemed deceptively small.
“there was absolutely no change.”
Intensive skin peel was ineffective and a waste of money.
“complete waste of money.”
Murad attempted to charge my card without permission and blocked it.
“Murad company tried to take 98£from my card!!!”
Emails offered point redemptions but I could not actually redeem anything.
“they never actually let me get anything.”
Returned item received June 16 but refund still not issued by July 10.
“I still have not received my refund.”
Accidental post-purchase add charged without confirmation and poor customer support.
“they were able to just charge my credit card.”
Order arrived missing an expensive item and customer service is unresponsive.
“My order arrived missing 1 item which is the most expensive one.”
They email about an order and charge me for a purchase I didn't make.
“they charge you even if it's not true.”
Order placed in error led to deducted funds and unresponsive customer service.
“had money deducted from my account.”
Auto-fulfillment reordered without consent and company refused cancellation.
“Murad does not cancel orders”
Has used Murad moisturizer for 15 years with sensitive skin and no complaints.
“I’ve been using Murad Environmental Shield moisturizer for 15 yrs.”
Facials caused a large adverse skin reaction twice after toner was used.
“she accidentally used the toner and same thing - be careful”
Product missing and leaked, and customer service was rude and unhelpful.
“They said I should dispute with my bank!”
They shipped old or returned unpacked, unsealed products presented as new.
“They will ship you old or returned products that are unpacked and unsealed.”
Product size reduced while price increased, making it feel overpriced.
“How does the company reduce the size of the product, while simultaneously go up on the price?”
Customer service failed to cancel a subscription and denied credit after refusal.
“Murad the shipment was refused and they failed to give me a credit”
Customer service refused to honor a promised free gift and was incoherent.
“they didn't honour the gift.”
Products are excellent but online returns are time-consuming and frustrating.
“returning a product purchased online is time consuming, complicated and frustrating.”
Product liked but returning a faulty item was difficult due to poor service.
“trying to return a faulty item is hard work”
Cream cannot be dispensed from its container, making it unusable.
“the cream just will not come out of the container!”
Still waiting for item or refund despite multiple emails and assurances.
“assured me refund was being done and still no refund or item”
Retinol Youth Serum pump was broken making the product unusable.
“the pump is broken so it is useless”
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.
Murad is a dermatologist-founded skincare brand offering cleansers, serums, moisturizers and targeted treatments (including retinol and environmental shield lines). The company sells via its own website, clinics, and third‑party retailers and positions products for concerns such as aging, hydration and sensitivity. Consumers researching Murad reviews commonly evaluate product efficacy, skin compatibility, and post‑purchase support like returns and refunds.