"Nervous based on the negative reviews, but my experience went fine"
"BDAY promo is a hoax. Unable to process order using promo. Customer service said overload of online users and they can’t even take order over phone. Won’t stand by promo. Worked over 10 hours trying to put order in. No one can help. Poor IT or Computer software if they are getting this many orders and system can’t handle it. No supervisor available nor give email to supervisor to handle situation. Very poor on this companies end of handling issues. "
"my returning order didn't get refund more than 2 month after i returned. customer will be kicked around by like a ball . very frustrated with customer service. the attitude is okey, but it’s not solving the problem at all, but perfunctory your feeling. Procrastinate as long as you can.
you chat and sent inquires many times then get answer:I am so sorry you didn't receive your refund. I will have to transfer this case so that we can get that refund processed for you! Please allow 1-2 business days for a resolution. Once we have issued the refund we will reach out to you again via email. but there is no following.
only chat and send inquire can reach out them. Who can really help me solve this refund? "
"I got email stated my order was shipped with a tracking number. I expected the order delivered before my vacation so I waited for five days and no shipment yet. So I tracked my order and UPS system said Invalid tracking number. So I called Landcome, they said an order was not shipped out yet. I need to wait for another week and she doesn’t sure there’s any problems of my order. So I need to call back next week or place another order. Terrible service. "
"**** poor customer service and rude agents! I ordered 24H Lancome Foundation and their website changed my shipping address to an old address without my knowledge after my new shipping address was correctly updated and saved and appeared on my original order. My old address appeared on the order confirmation email and it was listed as my old one in a difficult State. Customer Service was worthless and told me that they couldn’t cancel the order even though it had been shipped and to return my order. I will never receive my order as it is being shipped to Arkansas and I am in Louisiana. I was instructed to get wait a few weeks, call back, report the order stolen, or that the people living in my old house can list “return to sender” on my package. Sure, I would love to bother the new Owner of my old house with this. Worthless company! Do not waste your time! Disgusting! Fire your CSR’s! The Customer can handle their own issues! P.O.S. Company!"
"Lancome promote offers that they do not deliver!!!!!!! I will never more use this website to buy their products!"
"I should have read reviews before ordering anything from their website. I used many Lancôme products before and I received ad about their gift promotion. I didn’t need any products at that time but their gifts looked very appealing. I placed an order for $100 and then selected some gifts. Once I added my credit card numbers at check out, gifts disappeared from my cart. I started over, selected gifts and after entering the credit card number the same thing happened. I placed order anyway and then contacted customer support to see the reason.
It’s not super fast to get their customer support, but after 15 min waiting someone named Ta’Yasmine replied. She is the rudest person ever. I explained all the situation to her and I was answered that gifts can not be combined with any other promotions. I was disappointed because the promotion that I used was 20% off since I signed up for their SMS program and it was not disclosed anywhere that If I sign up I won’t receive the gift.
I asked that lady to send me return label as it said on their website that you can have free return if your order includes foundation or fragrance and my order has both.
And I was shocked when she replied to me: “You want to return because of free gifts”. I have a screenshot of that I wish I could attach it.
I mean… seriously? That’s my money and I get to decide if I want to place a return for any reason if it’s because I wanted to participate their promotion offer or because I didn’t like the product. It doesn’t matter. That’s my rights to return the product.
Then she started telling me that I have to pay for return myself even though their refund policy says that you can ask for return label if you order foundation.
After some time explaining to her the reason I’m eligible for free return she finally told me she will send me a return label.
I never experienced such a terrible customer service. Lancôme you should be ashamed of having someone like Ta’Yasmine working with your clients.
I regret that I spent so much money before using their fragrance and cosmetics. Never again! "
"I really surprised their customer service.
I was contacting because have not receive my order after 15days.
They said system did not capture my order.
Then i placed order and found billing address is wrong, agent said she will cancel for me and let me place again.
Then after Just 15minutes later she said order is processing, So can not cancel.....What a company has so non-humanic system, So Now i have 3 orders placed. But 1 did not ship out 15days, 2 orders can not cancel, BY mis-leading. and the agent said " You are more than welcome to place more orders!!!!!!!!!!!!! "
It is kidding, Right???? I will never use their product and wish everyone in USA know how they manage the brand."
"I ordered 4 makeup gift sets and the recipient received only 1 set. I phoned customer service and they dropped my call twice while I was on hold. The lady said their warehouse does a good job and they often receive $1000 orders and they do not make mistakes. I told her that is not relevant to my issue bc I paid for 4 sets and received only 3. I am really surprised that Lancome can not get simple orders correct and that the phone reps try to defend their bad service. "
"I received an email saying that if i spend $45. i would received a gift worth $149 but if I upgrade and spend $89 my gift would be worth $221. So I decided to order the larger size Tresor in Love. Lancome sent me a text with a code for a discount so I used it and checked out, my bag showed the perfume + the gift and they shipped it super fast! I received a box and oh surprise! there's no gift, so i thought it was an oversight and called CS only to be told that yes, the website will let you check out with "items" but it will take the gift away if you use a code! so yeah! there's no gift with purchase after all. To me they are deceiving their customers. Extremely angry about this since it was my birthday present, so thanks for nothing Lancome!! Do better for your customers. Oh btw i tried to speak to a supervisor and well.... just my luck there was no one available at the time i called! hmmm timing uh?! I read other reviews and yes they had the same issue, the same answers. Gross way to do business, for my trouble they offer me some kind of code for my next order lol now that was a laugh! there's no going to be a next order EVER!!! so shove your code! Awful business to deal with. That is my opinion!
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"I placed an order back in April, I used my Apple Pay with incorrect info. I called immediately and they said they haven’t even received the order yet and I was told to call back the next day. I called back and they said they cannot do anything for me and o call UPS, the were of no help either. The bottom line was my order was sent to the wrong address and they did nothing for me. Apparently they did not send the gift, so after all of this I get an email from them saying they sent the gift to the wrong address again. I just tried calling them again, the lady on the phone had all the notes of my calls and also my new address and she said she again could not help me. Thank have been in customer service the majority of my life and my his is by far the worst experience I have had to deal with. I have probably wasted 3 hours of my life on this, to no resolve. Very disappointed "
"Customer service was very rude and said they did not have time to speak with me. I returned my products over a month ago and still have not received my refund. I recommend not buying these products online from this company."
"I have been a customer of both Lancome and L'Oreal, which is it's lower priced brand, for 30+ years. Awhile back they changed the formulation and color of their tinted moisturizing foundation/sunblock. I've tried the new one a couple times, but haven't been at all pleased with it, and had been debating on changing companies despite my history with both brick and mortar (mostly) and online purchases with both companies. However today took the cake, and I am DONE. Today, a month to the day after my boyfriend ordered perfume from Lancome for me for Xmas, it still hadn't arrived, and there were no updates. Upset, my bf called, and the customer service was so horrible, he got even more upset, said some choice words, and hung up. He then opted to use the company online chat. At this point he was told that they would cancel the order and refund it, and he could reorder it... at full price instead of the 50% off sale price we had originally ordered it at. It gets better... apparently the "customer service" agent he had originally spoke to on the phone today decided to call my bf back, not once, but twice, from a blocked number, and cuss him out and hang up. This person is unsuitable for customer service work. We'll be taking our business elsewhere because it appears Lancome is but a shadow of it's former self. If I could give this review less than one star at this point, I would.
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"I ordered La vie est belle perfume for the holidays. The item was back ordered.
I never got the item nor was I notified that they cancelled the item. The perfume was on sale at 50% off. So since they raised the price they cancelled the order.
This is BAD customer service. I would not have known that I wasn’t getting the item if I didn’t look up the order. When I called the customer service agent told me to reorder and said she would put a notation that I would get 50% off on my account. I would have to call after I paid full price and then they would refund it.
That’s not the way it should work. They should have honored the price and not I should. It have to be billed for the full amount.
I recommend not dealing with this company ! I would never order from this company again! They just lost a customer."
"Horrible customer service! My first order was cancelled without any reason. Placed a second order. Sent them several emails, they didn't answer. Could contact thru chat only. No email. No phone. They sent me an email that my order was cancelled after 13 days of my order was placed, but in spite of this charged me for products after a few days later. I asked to cancel after waiting for 18 days because it is too late, without a result. Shipped my order after 22 days. Got what is no longer needed. Not recommend."