Lancome Reviews 350

Order not received:

I placed an order online on 11-28-2022 which was canceled for no apparent reason. I had money in the bank and card was verified online with Applepay. When emailing and calling no one could tell me the specific reason that it was canceled but offered 3 various possibilities.

My order was during a special offer/sale and now, customer service advised they cannot give me the same pricing on my order. They offered to draft the full amount from my bank account and then reimburse me the difference… This is highly unacceptable!!!

Marisol in customer service truly went above and beyond to try to make this right but cannot process it at the same pricing upfront.

I would expect a better response from a company such as Lancôme. I have become a “former customer” as I am totally disappointed and will not place this order or use any Lancôme products in the future.

Ordered a huge order prior to Thanksgiving to get things in time for holiday. Company never shipped. After 2 call/chat no resolution from customer service. They tried to blame UPS when UPS never got a package. No option for them to escalate or get the order out even if late just nothing. No one will help you just take your money. Now fighting for refund as they simply don't care. Will go to other stores to buy the product. Simply unacceptable.

You guys have such lousy online service and phone service. I tried to place an order but it kept saying order could not be placed due to system issues. I called and such a waste of my time talking to the sales representative telling him my info BUT ended up he said he couldn’t place an order for me over the phone but could only guide me through. What kind of services for such a big company like you guys. Ashamed!!!

I ordered 2 items directly from Lancome and they applied as if they had been used, very little product. The mascara had to be reapplied to get any effect and the liner was faint! I emailed asking either for a refund, or replacement. To my utter shock, they wanted photos!!! I asked how this would help as this was an application issue... and as I have bought the same items in the past, I knew these were not up to standard. The agent then stated, "it won't show much"....but kept on repeating about the dim policy about photos!!! Why? Don't you believe your customers? The ones that pay for your faulty items? The agent also kept on pausing during sentences to write things down, and only told me this when I asked why she kept being silent!!
Absolutely appalling!!!!! Refund the money!!! I will never buy Lancome again!!

Bought some perfume for my wife for Christmas which had an offer/choice of 2 x 4 part gifts worth £65.
When the perfume arrived, there was no free gift enclosed. I contacted Lancôme and they said supplies were limited, they couldn’t see the free gift on my order (which I did put on), and I could return the perfume and they would offer a 15% discount if I reordered.
I emailed them back and asked them to send the gift as a good will gesture as this was not my fault, and they just repeated the 15% off if I ordered again.
Absolutely dreadful customer service and I would not recommend them to anyone.

Very very poor customer service. Bought a perfume as a gift in black Friday sale. Bought from Lancome direct to ensure a product satisfaction. When it arrived, the perfume box was completely torn open, the plastic covering open, the perfume bottle falling out. Its not fit to be given as a gift. Took 2 contact forms & a phonecall to get a response to say they'd look into it. Contacted me 13th Dec to advise me to send it back to UK and then they'd replace it. That's not going to happen in time for Christmas. Now I've no viable gift & can't wear this perfume as its my MILs scent! Such poor turn around time, tardy service, unsatisfactory resolution of issue. I will never buy from this site again.

Please do not buy direct from Lancôme. Look at all the other reviews. I bought perfume on 27 November showing as in stock. Paid via PayPal. Then received an email saying item out of stock. I looked at their site and item was still showing as in stock and available to buy! Called customer services and was informed that it must have just been out of stock for a few hours when I bought the item. Told it will take 30 days to receive refund.
Awful. Can by the item elsewhere as stock everywhere I have checked, but Lancôme themselves cannot provide their own perfume and now have my money so I can’t go anywhere now until after Christmas.

Horrible service. For the third time, I wanted to it give a chance and shop online on Black Friday 2022. It was a good sale and I ordered 6 items which were offered a 2 days shipping. A week passed and I received an email to review the items that I never received. I tried to track the shipment through the link and it didn't work so today I called customer service. She said that the package is lost and the carrier created a lost label. It is weird that they don't even send us the tracking number to check ourselves. This was the 3rd time that they messed up my order and I don't think the carrier is the only issue for this company. They make lots of mistakes and doesn't worth the headache.

Ordered a lipstick and it arrived with cracked casing. Was offered a full refund if I sent the product back, but when I tried to order the same lipstick again I was asked to pay an extra £7.13. So faulty goods arrived, and I was asked to pay an extra £7.13 to receive the same product. To compound the issue, I recently became a new Lancome on line customer -- they sent me a 15% discount for my first order, but the on line order form will not accept it Customer service tells me that they understand how I feel - I think not!

I have been purchasing from Lancôme online over the past year. I’ve recently converted to using Lancôme products but been extremely disappointed by the poor customer service. I’ve made a purchase on the 24 October after hearing all the wonderful reviews of the Beauty Box. Lancôme delivered the wrong items to me on the 28 October. They have not sent me the Beauty Box which I’ve ordered. I called up to customer service and they have requested I send a photo of the wrong items which I did promptly after the call. I’ve not heard back from them and neither did they say anything about prioritising the delivery of my purchased items. I called up again today to follow up, and was told I have to wait 3-5 business days and that too depends on Australia Post. I explained that this is a gift to a friend, and I’m very embarrassed that this has been delayed. I don’t feel valued as a customer. Lancôme has made a mistake in the delivery, but the response I’m getting back from the team is not helpful. Is this just bad luck for the customer and Lancôme is not taking any responsibility and action to make this a better experience for the customer? I cannot believe for such a reputable brand, this is the level of customer service you’re aiming for.

DONT BUY FROM LANCOME. READ THE REVIEWS!
Yesterday, I tried to order two items from Lancome online. My password was not accepted and I renewed it. Once again, the password was not accepted. After several attempts to order the products, I could not complete the order, so I immediately cancelled.
However, I have been informed that the order, £120 cannot be cancelled and it would be 30 days to get a refund. CAN THIS BE POSSIBLE. WHAT ARE MY RIGHTS.. ITS IMPOSSIBLE TO CONTACT THEM BY PHONE.. PLEASE HELP,

My husband bought me a lovely travel perfume gift set after working away. I tried this first bottle on a night out and slipped into my handbag. Next thing i can smell is the perfume and the top is not a secure fit. The perfume has leaked all over my bag and is now empty. I reported the fault the Lancome and the response is

"Thank you for getting in touch with Lancôme.

We appreciate your interest and care enough to bring this to our notice. We are so sorry to hear as described of the incident with your travel-sized bottle.

We have not recorded similar occurrence happening recently but will certainly review this but we welcome all feedback to help evaluate our customer experience reactions. This will be forwarded to the relevant department to aid improving our customer experience fulfilment and product designs going forward.

Please accept our apologies. Thanks for reaching out to us.

I think as the bottle is faulty a better outcome could have been reached. Even if they replaced the bottle which has leaked.

I have nothing but good things to say. Never had an issue with customer service.

I placed an order and paid 6.95 for next day delivery as I placed the order in the afternoon it said order before 12pm for next day delivery. 12 pm is midnight so I wanted it next day for a present. It didn’t happen and I was told I should have ordered before midday. They also never sent confirmation of my order so I had to get in touch with customer service and ask what was happening as they had taken money from my card. I found the whole thing dreadful and would not recommend using them . Julia Sawford

Having placed my order on June 26th and received shipping notification on June 27th the money was taken from my account on 30th June, I was very very surprised when my order arrived on 30th June only to find there were a couple of samples in the box, but not the items I ordered, I immediately contacted customer service to be told after lengthy security questions I would not be receiving my order as they did not have the items I had ordered, hold on you’ve taken my money!!! Why was I not notified you didn’t have my products? why did you take my money? Why did I have to ring you? This is a complete scam you have no right to take my money. You should be ashamed at the amount of terrible reviews here all saying the same. L’Oréal you are a massive world wide company yet you are allowed to run this scam!!! What are your intentions ? Why is there no refund? How can you still be offering the same discount in yet another email you send out???you should be ashamed you are are disgusting company. I want my money refunded NOW !!!

Worst customer service ever. Ordered a product I was waiting to come off of back order for months. they ended up sending me the wrong product, which is fine, as long as they rectify the mistake. Contacted lancome almost every day for 2 weeks with promises that someone would contact me shortly. never heard from anyone. finally someone over the chat said they would reimburse me my money but not send me the eye liner i actually ordered in the first place. What an absolute disappointment in this company. I will be taking my business elsewhere and will let everyone I know that buys lancome about this poor service.

Very disappointed
I wrote to customer service a month ago about La Base primer. I LOVE it. The best primer on the market. I have used it for 10years +.
After a Covid break I am now returning to make up. I bought my first La Base in nearly 2 years. Like dozen of times before, the wand attached to the pump came apart. I had to unscrew the top and scoop the product with spatula. I penned a message to Lancome customer service. Nearly 5 weeks on, not a word from Lancome.
Why should I give my hard earned money to brand that doesn't respect me enough to acknowledge me?
I don't have to. Been a customer 23 years. In the future I will buy my foundation, mascara, primer and lip gloss elsewhere.

I have bought 2 bottles of the Idole perfume because I love it However the bottles leak!! For the price you pay and then have both of them leak is very upsetting! Get new bottles!

Okay so I received a sample for New Renergie H C F Triple serum. Packaging of the serum looks very nice and eye-catching and would definitely stand out on the shelf. First of all I had to push through three chambers and then mix in my hand. Felt very sticky in my hands but thought it would sink into my skin once on.One hour later it had sunk into my skin a little bit on my face but still felt a little sticky would probably use this of a night time rather than the daytime to give it time to soak into my face

I ordered from Lancôme website and started panicking for all the bad reviews on trustpilot. I ordered a serum for £95 and got eligible for 2 free samples, a pink pouch, galatee confort & tonique Confort set and beauty to go set. I placed my order on 21st of April and today I received it and for my surprise everything was in the package. I felt relieved cause I love Lancôme products and used them many times before.