I booked an appointment in early December for a massage for my daughters Birthday in March. Half an hour before the appointment Laura from the spa called to cancel and said that her Therapist was no longer available and the next appointment would not be until the end of April- a further 8 weeks away! This is not the service that you would expect from a Clarins Spa, we were told that we have to now go into John Lewis store to get a refund. Not at anytime did I feel that they were sympathetic or apologetic which leads me to this review. Poor show Clarins, I will not be returning for any further treatments and what was my daughters first experience has now been spoilt. If anyone is expecting first rate service I would strongly recommend that you go elsewhere.

I am absolutely disappointed with the level if service received from Clarins & in particular the Solihull Spa. Clarins promote facial treatments & in particular a course to help achieve the desired effect. I have purchased courses from Clarins since I stopped smoking some 12 years (a valuable customer I think) my treatment started at HOF in Sutton Coldfield until they closed, then over to HOF in Birmingham until they were about to close, transferred to JL in Birmingham until they closed & more recently JL in Solihull. Since being with JL Solihull I have received the most atrocious customer service, not being able to book monthly, 6 weekly or 8 week appointments. Had an appointment today after received a call yesterday confirming appointment & to be told the beautician is off sick. I feel extremely let down, feel I am not a valued customer there was no apology representative wasn’t even aware when my last appointment was, unaware that this happened a couple of months ago. I asked a representative from Clarins (head office) to call me, never received. I would be interested to know why they are promoting the course & benefit of the monthly treatment when you cannot deliver. Awaiting a response.

I have been going to Solihull Clarins spa for about 8 years, I have had numerous therapists some great some not so good however, I have been lucky enough to have Laura (from Lithuania)for the last four visits, she is amazing, always happy to see you, professional and interested in you as a client, she does the best facials and I’ve had a lot! I really wouldn’t want to see anyone else now so I do hope she stays! So thank you Laura you are a credit to the Clarins brand, I would have given 5 stars but it’s very difficult to get 6 weekly appointments so sometimes I have to go 8 weeks but I guess that’s a supply and demand situation

I went to the Clarins counter in John Lewis Solihull to make a purchase and book an appointment. The staff member was very abrupt and unhelpful when I was looking to make my purchase so I decided against booking a treatment and walked away without purchasing anything. I used to love Clarins and have had some nice treatments here before the pandemic but recently the lack of customer service on the counter has totally put me off. I'll be going elsewhere from now on.

Had a truly wonderful massage from Hannah. It was for my birthday and as soon as I stepped foot in Clarins spa I was treated so politely and the actual massage was amazing, definitely be a future customer

Organisational skills with handling booking is severely lacking, ended up not having my treatment as six months later and several cancellations on their part meant I’d run out of patience and lost the voucher even though when your initial booking they take your details so could have confirmed who I was with proof of identity. Will never use that spa again and no longer recommend them. If I could leave zero I would.

Perfect place for a massage and skin care.