Lancome.ca

I had an extremely negative experience with their customer service. They showed a complete lack of consideration and the delays in resolving my issue extended to a frustrating 20 business days. I cannot express how disappointed I am with their service, and as a result, I cannot recommend them.

Hi,

Last fall i received an order from Lancome.ca and the perfume as a sample had broken during shipment and they told me i had to return the whole thing and they would not compensate me for the full price since the perfume had already broken... ( as if shipping was my fault - i sent them pictures as soon as i got the package but no help from them) I decided to order again and spent about 300$ and i received a package today with the wrong products that when i search online is only valued at 100$. This is impossible to find out how come they keep making mistakes like this and they wont even be responsible for it. Lesson learned DO NOT USE LANCOME.CA - go to a store purchase your products at least you know what you are getting!

Parched from Lancome.ca, after 14 business days there is still no process on my order.
I tried contact with Costumer service via online chat and Telephone Customer Service, NO SULTION at all. And when I call them, They even cut my call.
I will never buy from them again.

In spring of 2022 I got a bottle of foundation over the summer I don't use much but in October I noticed the label started to peal off from the steam in the bathroom,I like thing neat so I started to pull off the label underneath was the real label etched onto the glass jar with expired date of NOVEMBER 2021 but the label they put on top was NOVEMBER 2022 so when I got this it was already expired I called Lancôme the person I spoke to said you only have 30 days from purchase and said I will give you 25% off your next purchase I SAID NO I WANT TO SPEAK TO A SUPERVISOR she said she would hand my complaint over to someone else.Here it is MARCH 24 2023 I have sent about 4 emails all I get is we are looking into it. So Lancôme sell outdated product my advice is you have NO IDEA WHAT YOU ARE USING FROM THIS COMPANY so you need to pull off all glued labels before you buy any Lancôme products or better yet just use a different company. Also they have TERRIBLE CUSTOMER SERVICE

I can see that I am not alone about poor experience with Lancôme. Ca online purchase.
Made a purchase for two Spring Essential kit.
I checked the package upon receipt and noticed a Genefique serum is missing from one of the Spring Essentials kit.
Informed customer service via online chat and provided pictures of product received. I only expect to get the missing item and instead the customer service representative said that they will offer a refund. I asked if they would need me to return the incomplete kit and the answer is that I can keep the kit.
(Note: I only want a complete kit and is happy to receive the missing item or to return the incomplete kit in exchange for the complete kit).
I was told that I will receive an email to confirm the process.
I followed up after a few days of not receiving any emails.
I was then told that they will need me to return the incomplete kit to trigger the refund.
Given I purchased the kit as gifts for friends and I need a replacement and not refund. Lancôme rep said their back office team insisted on refunds and not replacement (no clue why).
Upon total frustration, I am returning my online purchase (I made two purchase of each@ over $200).
Hope they will refund me promptly.
Definitely not worth the frustration to buy online via Lancôme. Ca

It is the worst website to purchase things / find contact of customer service and actually getting purchased goods delivered. They didn't tell me they canceled my order until I contacted them 15+ days after I made my purchase.

I have been using Nutrix for 28 years. Why why why? I have tried to overcome and test new moisturizer. To no avail. Why do you keep discontinuing product lines for loyal customers.

I placed my 1st order with lancome.ca. Site offered a 15% discount on 1st order. I never received it. Also offered a free gift with order. Never received that either. I emailed lancome 3 times, no reply. I telephoned and was told as soon as my order was shipped to reply to their email and it would be applied and the free gift sent. Neither happened. I spoke to a rep yesterday who was rude, bad temper and couldnt care less that I have used lancome for 30 years. I will NOT buy on line from them again and have already returned 3 skin care products to the store I bought them from, $300 refund. I will buy from a company that actually cares about their products and clients.

There was a problem with my order and I tried to contact lancome.ca via email and via chat on the web page but none of them. It's very disappointing with the after sales service. And it takes a long time to respond to customers. I'm not sure why lancome.ca doesn't prioritize omnichannel customer response. (Even the call channel failed very badly) My order was delivered to a location other than my home. And I immediately tried to contact lancome.ca but it's frustrating that they haven't responded yet. It's a mistake caused by lancome.ca with poor after sales service...I can only hope they take responsibility with a full refund or reship out to me again. (but disappointment happened to me when they didn't respond after I contacted them and reported the problem to them)
• DATE ORDERED: Apr 20,2023
• ORDER NUMBER: LCA_*******
• SHIPPING METHOD Priority: $ 24.95
• Total price: $ 428.77

The order took more than a week to ship. There is no way to cancel an order. They DO NOT cover return shipping. Terrible customer support. AVOID AT ALL COST!

I have used lancombe products for 40 years. It does not make any difference to aging. Save your money.

Lancome did not shipped what i ordered
The item I ordered not in stock, they still let me place order and charged to my card
Very regret to do business with them

The service is the ''pits''.
The site kept saying that it could not complete my transaction when it was really passing my card so I ended up with 3 identical orders that Lancôme said it could not cancel.
I had to wait for the orders, return them and wait to have my card credited.

Their customer service opens at 9:00 AM and it took over an hour to speak to someone who kept leaving me on hold and could finally do nothing.

Customer service is non-existent.
Personnel is impolite, disinterested and slow.
If you want to buy lancôme - go to store - forget online

Horrible experience with Lancome Paris Canada.

First, They put US costumer service number (*******663) for Canadian customers and they give you Canadian customer numbers *******277) when you call them.

Second, the Canadian customer number is going to some sort of call relay agent plays automatic voice response with only French (of course, I only understand number & some greetings in French) and if you are patient enough you will get to speak to an agent and ask customers which product we are calling for. And then they will send you to the real Lancome Canadian customer service.

Third, I got to speak to the agent after 10 mins of waiting and saying that they cannot offered the promotion product because it is out of stock which I ordered 7days ago and it is listed in my order purchase receipt. Wondering if you don't have the promotion product why they even promote it in their website (they still have the promotion in their website to lure customers) even if they don't have one left to offer.

Finally, It was not acceptable to me so I insisted on return the product and they told me that I needed to pay my own shipping fee and they can only offer 10% discount for the next purchase for compensation. Yeah, I am going to buy another product with Lancome. If it wasn't my Mom asked me to buy one, I wouldn't even try to buy this stuff.