Hsin-Yi L.

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.