Christina R.

I contacted L'occitane by phone after Christmas after my 14 year old daughter received a box set from her grandma. The set was unppened and contained multiple products however my daughter suffers from acne so we are rather selective on what she puts on her skin. The first man I spoke to had difficulty finding a record of the purchaae although I found the product on their site and gave him her address, phone number and email. He instead wanted me to contact her and ask her what credit card she purchased with. I told him from the on set of the call my daughter did not want her grandma to know she was returning the gift. And so it goes... 15 phone calls, emails and 2 managers later I am asked to send it back and I will receive a credit in 1 week. Before sending it back I asked for a refund which the manager said was not a possibility only a store credit. I took down her name and asked her to assure me that grandma would not know it was returned. She went on and on and said she would not. One month later I still had not received the credit so i contacted them again was on hold for 45 minutes and still had to wait for a manager to call me back. The response I received was what was the product I returned? Ultimately I checked the tracking and the package was checked in to their dock 3 days after i sent it via UPS (email verification and manager said 1 week upon receiving I would get the credit). Despite all the time i spent on this issue to resolve something that should have been small the main problem for me was the run around I was getting. No we cant refund you, no you cant talk to a manager they are in a meeting, I'm sorry we will have to call you back... 2 days go by multiple times. And then last week when grandma calls and leaves a message saying she is sorry that my daughter didn't like the present she will find her something else and put it in the mail! So... today I had to call grandma explain, be embarassed, have my daughter speak to her and call L'occitane back AGAIN! I requested to speak to a manger this morning told them i was upset and no return call. Called again 6 hours later and was told she is on the phone sorry she will call you back. This company does not care about its customers and one of their core values is RESPECT according to one of the managers I spoke to and written in their emails. This is review is leaving out multiple details of inaccurate information given by employees, lack of knowledge about their store locations and how unwilling the company is to think outside the box, do what they say they will do, or live up to their core values. Just didn't want it to be any longer than it already is! Worst customer service and all of these issues were so avoidable! They have forgotten who the customer is and how to give any service whatsover. I cannot undo what they have done with my daughter and her grandma and the embarassment we both feel! I only hope this review makes people think twice about being their customer! (They are open until 10:00 tonight and I STILL haven't heard back from them). I cant wait to tell them both their managers were wrong and grandma found out!