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 replaced wrong shade after match and handled international order.
“Did a shade match & sent me a different shade which is perfect.”
Customer service replaced wrong shade after match and handled international order.
“Did a shade match & sent me a different shade which is perfect.”
Damaged bag was replaced with a new one by customer service.
“Ian rectified this by replacing it with a brand new one.”
Damaged bag was replaced with a new one by customer service.
“Ian rectified this by replacing it with a brand new one.”
Longtime user praises skincare efficacy and finds customer service helpful.
“never had better skin!”
Longtime user praises skincare efficacy and finds customer service helpful.
“never had better skin!”
Second order lacked confirmation and customer service did not respond.
“All I want is my money returned or my product posted.”
Second order lacked confirmation and customer service did not respond.
“All I want is my money returned or my product posted.”
Customer service reliably resolves problems and the reviewer is satisfied.
“Absolutely amazing customer service.”
Customer service reliably resolves problems and the reviewer is satisfied.
“Absolutely amazing customer service.”
Reviewer calls Trinny's products 'tat' and criticizes the company.
“Stop ripping off hard working Evri couriers with your tat, check book Trinny”
Reviewer calls Trinny's products 'tat' and criticizes the company.
“Stop ripping off hard working Evri couriers with your tat, check book Trinny”
Staff member Charlotte provided knowledgeable and helpful service for a birthday gift.
“Fantastic customer service from Charlotte.”
Staff member Charlotte provided knowledgeable and helpful service for a birthday gift.
“Fantastic customer service from Charlotte.”
Customer service replaced incorrect shade and issued a coupon, praised service.
“She sent me a replacement BFF All Day and gave me a coupon code”
Customer service replaced incorrect shade and issued a coupon, praised service.
“She sent me a replacement BFF All Day and gave me a coupon code”
Customer support responded quickly and made the reviewer feel valued.
“I felt like a valued customer.”
Customer support responded quickly and made the reviewer feel valued.
“I felt like a valued customer.”
Products liked and customer service promptly resolved an ordering mistake.
“IAN from the customer services team came back to me within the hour”
Products liked and customer service promptly resolved an ordering mistake.
“IAN from the customer services team came back to me within the hour”
Customer service resent order via different courier after initial courier failure.
“immediately sent me a replacement order with a different courier”
Customer service quickly replaced a parcel after the courier failed to deliver.
“I can't praise the customer services enough. They were brilliant!”
Minor product issue was resolved promptly and politely by customer service.
“a resolution was quick and without fuss.”
Customer service promptly resolved a minor product issue without fuss.
“Ian who was extremely polite and helpful.”
Customer service reordered missing items quickly and apologized for the issue.
“have reordered for me in quick time.”
Customer service reordered a missing parcel after courier failed to deliver.
“I do believe its the courier company Evri who has let Trinny down!”
Cream eyeshadow applied well on mature skin and felt luxurious.
“This feels creamy and luxurious”
Eyeshadow felt creamy and sat nicely on mature skin.
“This feels creamy and luxurious and sits nicely on my skin.”
Ian responded promptly by email and resolved the customer's issue.
“Ian was absolutely brilliant, responding to my email promptly”
Customer service quickly responded and sorted out the issue.
“Ian was absolutely brilliant, responding to my email promptly”
In-store staff were friendly, knowledgeable, and helpful during the visit.
“one of those counters you can go to dressed how you like”
Friendly, knowledgeable counter staff made the visit enjoyable and helpful.
“Daniel and the staff at meadow Hall are so lovely”
Faulty item was replaced within 48 hours after contacting customer service.
“within 48hrs problem resolved and replacement sent and received.”
A faulty item was promptly replaced after emailing customer service.
“within 48hrs problem resolved and replacement sent and received.”
Customer's product concerns were handled respectfully and efficiently by Ian.
“dealt with the problem efficiently and fairly.”
Customer care treated my product issue efficiently and fairly.
“was treated respectfully by Ian who dealt with the problem efficiently and fairly.”
Missing order was replaced and a free lip balm added as apology.
“Mitra had added a fab little gift of Trinny Lip Balm as an extended apology”
Mitra arranged a replacement delivery and included a small apology gift.
“Mitra had added a fab little gift of Trinny Lip Balm as an extended apology”
After courier lost parcel, customer service resent order via different courier and included a free gift.
“they had sent the order again via a different courier.”
Customer service resent the order via a different courier and included a gift.
“First class customer service in every respect”
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.