Lancome

Just finished talking to a customer service rep "Ayeesha" about an order placed back on Novermber 17 for several items taking advantage of the holiday season sales they advertised and come to find out that my order was cancelled without notice or any attempt to reach out to me to verify the order! She kept telling me the order was cancelled because I placed the order under my wife's account and I placed the order for her and paid it for her birthday gift and it never arrived! Only when we checked on the order is when we realized that the order was cancelled! My contact info was all over the place and yet we received no contact at all! THIS IS UNACCEPTABLE!

The service rep I spoke with kept saying the order was cancelled because the order was placed by me and not my wife and because of that - it was reason enough for them to cancel the order because it was deemed a fraudulent order! What a poor excuse for not being able to fulfill the order placed! I escalated the call and asked to speak with a manager and guess what? There were none on duty and that someone will call me back... I am definitely not holding my breath. Needless to say, LANCOME really needs to review their policies and procedures on how to deal with orders that their system may deem to be fraudulent. The way they handled this is a shocking disappointment especially for a well known brand... very disappointing experience...

If you are so inclined to purchase a Lancôme product, do yourself a favor and go to a legitimate store and purchase it. Their entire website is false advertising. They do not send any "free gift with your purchase " ( in my case was a 7 pc gift set) nor do they send you free samples with "every order".
When you question it, a customer service rep will keep reading a script to you saying they "probably ran out ". She even said to me " If people call about not receiving their free gift or samples we are supposed to say it's only while supplies last so since you didnt get it, that means we ran out. EVEN THOUGH THE OFFER IS STILL A PROMOTION on their site. In spite of that, they refuse to take the promotional baits off their website. They only offer to "escalate the matter " for you ( which I was told was a supervisor will email you in 2 to 3 days (?!) and the conversation ends with there's no supervisor available for you to actually verbally speak with.
Because this company does not value its customers, I don't foresee myself ever buying one of their products again. I work too hard for my money to spend it with companies that bold face lie to the consumer.

I have been ordering Lancome make-up online for the last 5 years. I say I am now what was a loyal customer because they have lost ALL my business due to their rude and bad customer service. Since starting to order my make-up over the last five years I was saving all my Elite Reward points for a large item and with the Covid 19 virus and being sick over the last year only ordered from them in the 1st Qtr of 2019 and the last Qtr of 2019. I went in to place an order this month only to find that almost 13,000 Elite Rewards points I was saving Lancome deleted from my account. I have never had any points ever deleted from my account over the last five years and was shocked at this. When I called them up they said they didn't care that I have been a loyal customer for five years and that I was not going to get those reward points back. I informed them that they just lost a loyal customer and I would never order from them again. I am now shopping around for a new makeup brand as I realize I should have done this five years ago and never stuck with such a unprofessional company. Good Riddance Lancome!

I placed an order online with Lancome and received an email providing a tracking number saying "order has now been shipped". The order did not arrive as scheduled and when I tracked it I learned that UPS has never received the shipment.

When I called Lancome customer support they said UPS had not picked up the package, could not tell me when the order would actually "ship" and finally (after strong push from me) admitted that just meant a label was printed! OMG! How deceitful is that? If you don't have the product, say so. I can't imagine any other reason that they would fail to get the package to the carrier. I do know that US laws require them to deliver an online order within 30 days but I can't wait that long for my order! And I have serious doubts if it will be delivered even then.

I contacted UPS and learned that: "It appears that we only received the electronic copy of the shipping label from the shipper on 01/02/21 and we're still waiting for the physical package from them. I understand that the shipper told you that we're not picking up their packages. We cannot check from our end if they already made or scheduled a pickup unless they gave you a Pickup Request Number as reference."

According to Lancome CS, Lancome has no idea when UPS will pick up the order. Now I am wondering... Are they selling products that they don't even have? Is that even legal? A supervisor is supposed to call me back within 30-45 minutes but it has already been 40 minutes since that call. So we will see what story they have for me then.

The bottom line is they should not be printing the shipping label and notifying customers orders have shipped when they have never no intention of scheduling a carrier pickup or getting the package to the carrier and they have no idea of when they will schedule a pickup request. At best, it is a misrepresentation to the customer and at worst is is a flat out lie! Either way, for a company the size of Loreal/Lancome, you should be able to expect some honesty and integrity... both of which are sorely lacking.

What I like most of all is their perfumes and mascaras. Both products are of a very good quality what makes me buy them regularly.

Poor customer service
I feel like I was treated unfairly. I bought this as a birthday gift to myself. My delivery address was correct and yet it was labeled as my address was incorrect and I even called to have it held but it was still returned to sender after I was assured I can pick it up. While that is a UPS problem& best believe I called them as well. LANCÔME offered no help to the situation. I was told the package could not be intercepted or even reshipped to me. I bought the item at a sale price which I was told can not be honored due to sale being over. I was told to rebuy item & call back to try to get a percentage off after the fact. I feel as though that is not reasonable. Why should I have to rebuy at full price at the possibility that you may give me money off. I truly feel like this is poor customer service. I'm not asking for free product. I just want the item that I've paid for delivered to me!

Then after the fact they called me back and said they couldn't honor the 20% off

This is one of the brands I enjoy using. The cosmetics they offer is very good. I can't say that I buy it often, but when I do I enjoy it.

I have ordered a few items here and everything was delivered to me on time. I apprecaite the speed and quality.

And the list goes on. First am I the only one who struggles to use the website? I feel like I'm transported back to 1996 with my web tv keyboard sitting on my lap! Bad links, click on anything and you'll get nothing or something other than what you clicked on. Try checking out. Good luck! It times out or asks you to repeatedly sign in. I swear it's a sign from god saying stop don't order from here. Place items in your cart, watch them add free samples and perks, blink then watch them remove these perks and say they are out of stock, but expect 2 or 3 more emails in the days that follow promoting this fine gift with purchase perk you could have got if it wasn't out of stock. Don't like your product if and when you get it? Tough luck, your paying to return it! Got to be one of the last company's on earth that don't want there customers to be happy! Like the product you see in the picture? Well if they feel like it they will send you something else with different packaging or old stock and claim it's an online exclusive! Per the very rude customer service rep, it's all very simple. My particular color comes in an old package because it's a web exclusive! It is sold in the new packaging everywhere Lancome is sold... hmm. What does that explanation even mean or have to do with getting something that wasn't in the picture? I guess they should state items may differ from picture because they are old! When I have been successful in placing an order they have sent me an email within a few hours telling me I left something in my cart and was there a problem, did I need help checking out? When I've actually left items in my cart they've left emails for me saying I could have 15% off, just use this code, then there is no code listed! I know I sound crazy! I've only been ordering from them a very short time, I prefer to order from Macy's or Nordstroms but thought I'd give them a try because of the point system and frequent GWP perks but this is all just to ridiculous! Wish I didn't like there products so much because I'd like to abandon them all together but I have un-subscribed from there emails (saving some 60+ a month) and will never order directly ever again!

I am so disappointed to receive a damage package. I made my purchase on 04/30/2020 and I finally got it on 5/18/20. Unfortunately the two genifique serums' bottles were broken and I got a cut in my finger. It's not acceptable to see an over 200 dollars purchase sent it in a bubble envelope like that, the receipt in the package was soaking wet. I couldn't even take a picture of the receipt. I didn't even want to put my hands in the envelope, since I got a finger cut when I attempted to open my package. What a poor service and poor packaging. So after I got this unbelievable poor packaging items, I demanded a refund. First, it's like impossible to call their customer service to talk to them, no one picked up (of course). Secondly, even after I sent them an email, no one bothers to reply me. Then, when I tried to chat online (each wait time will be at least 45 to 60 mins), after 3 times talking to the lancome representative online, all of them promised me that I will get a refund back. Today it's 06/01/2020, I've chatted with a different representative and she told me there's no refund was issued. WHAT?!?!?!?! I've being trying to be patient, I understand we are living in a Pandemic now, but please be honest... When the first time I've contacted Lancome, the representative told me to discard the broken pieces of glasses... now today a different representative asked me to take pictures of the items? Am I supposed to get more finger cuts to take pictures of the broken bottles? This is INSANE. I love their products, but I can't believe the customer service they are providing, based on how much their costs are.

I am absolutely livid I placed an order at lancome March 7th and of course their website has false advertisement for 3-5 day shipping. It doesn't ship after a week. I contact customer service and they tell me I have to wait ANOTHER 3-5 days, I thought well they are probably exaggerating and I only need to wait a couple more days. 5 days pass NOTHING I go to contact them again to see what was going on and there is a huge wait time for the chat so instead I just sent an email. They don't respond 3 days pass and my order FINALLY shipped. I think great now it will only take a week to arrive, I WAS WRONG their order tracking stated it would arrive by the 27th (today that I am writing the review) I told my mother her gift would finally arrive today. When i go check the order tracking it says it's arriving June 2nd ALMOST A MONTH AFTER MOTHER'S DAY. I am defeated this is the worst experience I have had with a company online. While I understand COVID is a problem other companies have handled it so well and only had slight delays not month long ones. I can't believe a high end brand is so awful when it comes to online shopping.