Lancome

I placed my order for an expensive item and was told I could select from several "free gifts". One of the gifts had nice travel size versions of cleansers that I use routinely, while I had no interest in the rest of the gifts. I placed my order. When it arrived, it was missing the gift I wanted but had the gifts I did not want. I called Lancome and they said they were out of my requested gift as it was only offered for a "limited time". I asked why they failed to notify me and received no answer. I asked if they would offer me anything else and they said "No". So I said I wanted to return the order and was I HAD TO PAY RETURN SHIPPING. I informed them that I would put a Hold on my credit card, return the items, and never order from them again.

When I write a review I try to be helpful to other consumers, I myself check reviews before I buy I read reviews and take them seriously, with that said I do use SOME Lancome products however I bought an eye shadow primer that burned my skin, when I called them the only thing they did was give me credit, when I posted a review in their website they did not publish it I received an e mail saying that it had to be " modified', how can you modify a review saying my results with that product? So if is anything negative Lancome will not publish it.

I bought this item in debenhams, got recommended by the employee that this would make my eyelashes look natural, when I got home I tried the item out and saw that the eyelashes looked horrible and looks like I used a extremely cheap mascara and it doesn't come of with special waterproof makeup remover, while I was trying to wipe of the mascara half of my real eyelashes fell out because of the mascara. After a while of wearing it my eyes started itching a lot and became very red, I got told that I wouldn't have any reactions or allergies. When I was buying this product they said I would definitely be allowed to return it of i wasn't satisfied with the product, but when I tried returning it I got told i was not allowed to return it because of covid-19, I bought this item last week. The item is definitely not worth the amount of money, definitely not buying this again.

PLEASE BE AWARE!
This company helped themselves to 2 payments out my account on 2 different days for 1 products they won't answer my emails, this has been going on since the 15/11/21 I've emailed them ever second day as according to their customer service note it will take 24 hours to hear back I've sent screen shots of my account to show 1 order and screen shots of them taking 2 payments on the 15th then again on the 19th, don't buy from them you can get better products else where!

I've been wanting the Jasmins MARZIPANE perfume since they sent me a sample of it. Looked in all the retail stores and couldn't find it, so I had to order it online.
Well let me tell you, I paid $200.00 for this fragrance and it lasts for 10 minutes! I kid you not! I've never experienced this before from Lancome perfume. I honestly think some employee gave me FEAK perfume! Not only that I was supposed to receive 15 free samples and I only got 4! I called customer service today and they weren't helpful at all. The Guy pit me on hold like 10 times! I know this perfume is wonderful IF it wasn't replaced with FEAK stuff. I'm very disappointed, as I have used Lancome for many years.
Like I said, they definitely need to look at their employees... On the shipping end AND customer service end.

Poor customer service. I ordered online 15 days ago not shipped yet and I asked them to cancel my order they said they can't.bye-bye lencome.

Hi, I placed this online order. I received the package today. One of the bonus items that i order was missing. I only ordered 1 item and i had 4 more bonus items on my order because of that order. One of the bonus items was LA VIE EST BELLE EAU DE PARFUM 1OZ. However, instead I only got LA VIE EST BELLE EAU DE PARFUM 0.04 OZ. And when i talk to Lancome representatives, they told me that it was caused by a mistake on the website. But it is not my problem. The representative that i talk to offered me %10 coupon for this inconvenience which can not be used with other promotions. Lancome is one of the largest cosmetic companies I am very dissatisfied because of this situation and i don't think that i will order from Lancome again. I do not care about your problem on your website you should have fixed it before i place the order. However, If i see that i will get LA VIE EST BELLE EAU DE PARFUM 1OZ I am expecting to get it. I was expecting Lancome to send me LA VIE EST BELLE EAU DE PARFUM 1OZ after their fault instead of just saying it was caused by an error on the website. My trust to Lancome is completely broken.

I'm a long-time customer of Lancôme. I've got in excess of 50,000 rewards points. Problem is, trying to claim a reward using the points. You can't directly use the rewards from the website. You must first "redeem" the points and the points are immediately deducted from your account, but then you must retrieve a special code from an email they send in order to actually get the reward. I've tried to claim rewards for one of their higher ticket items 3 times. Each time, they deduct my account, send me a code that doesn't work, and then I spend 30-40 minutes online, by phone, or through email trying to get matters worked out. I just did this again today. Although they show the item as being available, it has never been available when I claimed it. And, they don't automatically restore your points even thought they don't send the item! After this last experience, I received an email saying they were sorry for the inconvenience, they restored the 15,000 points, and offered me a 15% discount available for two weeks. Right. They don't really honor the reward request but instead try to get you to buy more items at a 15% discount. I don't think so. It's the most user unfriendly reward program I've ever seen and at best, it's dishonest. You don't get the reward you really want. They give you what they want and if the item you choose is one of their more expensive products, you obviously won't get it. My days with Lancôme are over.

I really like Lancome products but I have used Genifique eye serum for about a year and it had done nothing! It seems I am using water under my eyes, it couldnt repair even my fine lines!

I regularly receive emails of specials of their products available. Approximately mid-April, I received one offering buy one get one free. I immediately tried to login to my online account and was denied access. I called customer service to assist and they could not facilitate my accessing my account to order. I was told that the website was down and they "were working on it". I repeated this process for several days and was then given a number of "higher" customer service who could place the order for me -- they couldn't get online either. So for the next two weeks I continued to work with their customer service being told that they would do their best to fulfill the offer. The end of April my case was "escalated" and that they would get back to me. I just (May 6) called since I had not heard from the escalation and was told that no action had been taken yet! When asked what I should do, I was very coldly told "just hope someone gets back to you"! I never knew it was so difficult to spend money with a company! Customer Service for Lancome is TERRIBLE and they don't seem to care about keeping a customer!

I placed an order on lancome.com on 11/30/12 and was very unhappy with the customer service of it. Website got frozen and it was the last day for a 20% off on each product. I then called lancome toll free number to place the order. Within 2 hrs, I received three notification of duplicate orders thru emails. I then called lancome toll free to cancel two out of those three duplicate. I called a total of 4 times during those 2 days and each time I got connected to a difference representative. Each told me diffferent situation: two duplicated orders were cancelled; I was not be able to cancel the orders because they have been processed; I was not be able to cancel the orders because they have been shipped. Finally, I received all three duplicated orders within the same 2 business days thru UPS. I had a chance to return but I did not trust lancome.com just in case they said I returned less than what I actually returned. Bottom line, I rather go to the counter in a department store to purchase lancome than purchase it online/thru their toll free number.

They are so great! I always get excellent service and they always give out samples. Orders always delivered on time, within a couple of days! Always a pleasure!

I ordered a large size lancome genefique serum only to find out it was NOT sent in the package along with the other items I purchased. Also two of the samples were replaced with something else I didn't pick because apparently they were out of stock. Not only was the package late to arrive then when I opened it it was not in the package! I WANT MY MONEY BACK AND I'M NEVER ORDERING FROM THEM AGAIN!

Update: They sent the serum only after I called to complain about not receiving it. I actually wanted a REFUND but they were quick to not refund me first and decided to send me the serum instead - BAD SERVICE. NEVER AGAIN.

We made an order with order number LAN*******. This order was made on 23/03/2021 at 17:11PM. Unfortunately, this order was cancelled by Lancôme system twenty-one (21) hours later on 24/03/2021 at 14:35PM.

We managed to chat and talk with Alicia from your online chat department, and two (2) other telephone operators in relation to reinstating this order. Regrettable, the only answer we received is 'bad luck'. We were advised to place a new order without the benefit from the promotion when we initially placed our order.

We wrote a complaint to *******@lancome.com.au explaining our bad purchase experience with a reputable brand name such and Lancôme. However, the respond we received is simply a copy-and-paste stating that This could be due to one of the common reasons below:

- It appears that you are ordering from a location outside Australia or requesting delivery to an address outside of Australia
- Ordering from a mobile device that is experiencing technical difficulties,
- Information provided has been incorrectly entered and cannot be verified.

None of these were true as we placed the order within Australia; the delivery address is within Australia, the place the order on a PC; and the credit card information is correct. It is very disappointing on how much the different between Lancôme's customer service in Australia compare to the rest of the world. It has become more irritating to see the bigger picture that Lancôme indeed make great product, while its Australian customer service level is so disgraceful.