Lancôme Recensioni 138

Customer service does not exist!
Ordered eye triple serum. Unfortunately the pump delivers only one cream. Two other holes delivers nothing. As it turns out from the opinions of others, this is a common problem. E-mailed customer service, reply should be in 24h, nothing after a few days. Contacted them on paypal email address, still nothing.
I will just claim my money back from paypal but I wasn’t expecting so terrible customer service from company so ‘good’ as Lancome.
Also my product review on Lancome website hasn’t been published. They choosing what should be on the website. That explains 4.7 stars review.

Purchased products to release offer code for free flowers. Code didn't work. Customer service ineffective. Won't be ordering from lancome again.

Wish I could rate them zero stars, and I also wish I had read these reviews before ordering. Their customer service is non-existent. After not receiving my order and being notified by DPD that there was a problem and then discovering the parcel was damaged Lancome refused to refund me until 14 days after I placed the order. I have spoken to customer services three times (thats a laugh, they don't know the meaning of the word) with no result and e-mailed them 3 times with a complaint about their attitude to which I have been ignored and then today I received an automated e-mail telling me a refund would be processed but it could take 15 WORKING days, that's 3 weeks! No apologies, nothing. My advice is don't order order from this company, they couldn't care less about their customers. Totalling appalling company and abysmal customer service.

I ordered an item on 22/12/23 via the Lancôme website. Whilst the other items I ordered on the same day from other suppliers already arrived or was on the way, Lancôme did not even bother to send their product as of 27/12/2023.

I called their customer service and I was told that my order was "unsuccessful" even though I got a confirmation e mail for the order and my credit card was pre-authorised.

The customer service said "it can be for various reasons including issues with the device you are using, internet connection or security software or in some cases, the email address you are using." I have never had such an issue and I find their explanation unacceptable.

They further stated "Should you wish to try to place an order again, we would recommend ensuring that all billing details entered match the credit card company's records exactly". Excuse me? My credit card was pre-authorised for the order. Why are you blaming me for what I did correctly?

I should have checked Trustpilot before I placed an order as they appear to be known for poor service.

For now, all I wish is not that they will not take the money for the undelivered order.

Update:
Whilst I was waiting for the pre-authorisation to be gone, I got an e mail from Lancôme saying that they were going to ship the item after the customer service agent blamed me for providing incorrect information (which led to the unsuccessful order according to Lancôme) and ignoring the order for a prolonged time.

I called them again but the agent who answered the phone did not take any action insisting that things were fine. I find Lancôme very lazy and unprofessional. Who wants to use cosmetics from such a company?

I ordered 2 items in the black Friday sale as the discount increased with multiple purchases. I was sent only I item. Customer service confirmed I had ordered and paid for 2 and would refund me the 2nd item. When I said I didn't need a refund, just please send my 2nd item, I was told that it 'is logistically not possible to send missing orders from their warehouse'. I'm awaiting a refund but looking at the reviews here, I'm not optimistic.
I'll never use Lancome again but will find another equitable product. Lancome need to understand that they are who they are because of their customers. They are a dishonest company.

Have been using the Lancôme foundation for many years. The company has chosen to change all the shade codes. Contacted them to ask for a couple of samples so that I can see which is the closest to the one I have. Not interested. All they want you to do is go to your local store. Well I don’t have the luxury of being near a store that stocks Lancôme. Nearest store would be a 50 mile round trip. Very disappointing. I shall be taking my custom elsewhere and changing the brand I use.

Disgusting service.
Rude operator refused to sort out a delivery. Thinks I should risk my life to go out in Storm Ciaran to find some Post office that is hardly ever open because their courier couldn't be bothered to deliver either to me or designated neighbour.
Not the first time an online order has failed with goods mysteriously 'unavailable' when I try to reorder

I just want to say that I am very disappointed with the service I received from Lancome . The Customer service team was very polite, but my problem and dissatisfaction were completely ignored. I have been a Lancome customer for over 20 years and after the experience I had with you I will never buy any of your products again and I am very happy to not recommend you to anyone.

The least I could expect from a high-end brand that charges a very high price for its products is a solution to a problem and I realized that you don't care about anything just to make a profit.

I feel sorry for your new customers if they need any solutions to any problems they may have.

In my experience Idole waterproof mascara by Lancome stays on all day and doesn't smudge, however it clumps and looks awful. I won't be buying again and I've been amazed that all other online reviews have said how good it is! Not sure I'll be trusting glowing unbalanced reviews in future.

A Scam company

Ordered 2nr. Absolute soft cream and 2nr Absolute eye cream during promotion of buy one get one free. 2nr Genifique serum arrived instead of the Absolute ordered. After contacted Lancome costumer service, they told me to return the mis sent products and they will provide refund. Everything was OK up to this point. I sent the product back, few months later, chase for refund. they refunded me the price of the eye cream, but not the Absolute soft cream which there is a delta of 108 euro. till today, still awaiting for full refund. Such a joke that this big company scam people this way.

I have an issue with a perfume not being up to the standard I expected and like most reviews on here the customer service department is absolutely awful. I got through once and since then no replies to emails or phone calls. Phone rings get the usual thing about data collection and then it cuts off. Considering the general reputation of Lancome and the fact I have been using the perfume for close to 40 years I am not impressed and considering finding a new perfume as my go to and will not be buying nay other goods from them.
I'd avoid them and go to other companies.

Sent an item back almost 2 months ago and never received a refund. I've been back and forth with CS, emails, screenshots and still waiting...

Been using Génifique , Renergie Mulit lift ultra , eye cream and the night cream for few days, some little wrinkles did fade but I noticed that my face felt very dry and I’ve noticed a rash on the left side of my face like insect bites and I also noticed laughing lines which was never there before, my eyes, I noticed that it gave me like eye bag on the left side which was never there .. I was looking for lifting but got an eye bag on the left side .. am so shocked that it gave me panic attack for few seconds then I realised I just have to stop using this cream and use my usual day cream , face wash and Toner . If only I can get a refund as I’ve no used for this cream anymore

I ordered a pouch paid for delivery and they didn't even send it,They took £6 for delivery and won't even respond via customer service and no refund. They are effectively stealing people's money and will be reported to trading standards

I have been waiting for a complaint to be resplved since early Feb 23. I have spoken to numerous people at Lancome Customer Care who have all made false promises and not acted on anything they have said. I have constantly chased up the matter to be lied to. Customer service is non existent. I have escalated this matter and gone to the local press about this.

Made four purchase over £50 since joining the reward program. However, no free give email received after the 2nd and 4th purchase.

Contacted them via the email service from their website, it took them a week to reply with information not related to my question on the reward program at all.

If you take the free gift from the reward program into account when buying from them. Be aware that it will never materialised.

Estee Lauder is doing a much better job in adding the free gift automatically into your account but not that so call email reward that Lancome claimed but never arrived. The customer services doesn't care at all!!!!!

Ordered 3 items. Only one arrived. Had to pester customer services for the remaining items. Another parcel arrived and i am still missing one of the items. No freebies as advertised all over their site either. Terrible, still battling to try and get the last item I ordered. Will stick to other websites in future.

The same as most reviews on here Lancôme pride themselves on their products and as they make so much money, customer service is not a priority. If you have a problem with any product they really don’t give a care in the world. They’re better off saving money by having NO customer service as the outcome to their client would be the same “totally useless”..
they never accept responsibility for any issues. I used their reenergise day multi lift for a while got through 2 tubs all ok. I then bought my third tub and had an awful reaction face flared up, microspot and sore areas all over my face couldn’t even use water as it stung to touch. Contacted customer service and basically told not their problem as anyone can get an allergic reaction to anything, then asked to fill out this awful exceptionally long EU form which immediately puts you off as it’s doesn’t explain what they’re going to do with your personal details and photos.. but what was clear was Lancôme weren’t going to exchange, give a refund or even a voucher. They basically said it’s not our issue that you got a reaction even after I’ve been using the product previously for a while. What made it worse was that the recent reviews at the time on this product were the same people were also suddenly having similar reactions where they didn’t before, it was obvious that something was wrong with the product or batch but Lancôme were like a Tefal frying pan “nothing sticks”.. they are ruthless there is no care or concern about the harm to their customers..

Saw good black friday deal so thought of buying few products from Lancome. Check their reward programme which promise "1 free full size product" every 2th order. Sound good? Only if it's true. In the reality, it's totally a scam!

Placed 4 orders already and received nothing. Called customer service and line was cut off. Sent email to customer service and I faced with the worst service ever. The responder always take 5 days to send a reply and each reply contains like 2 sentences - useless sentence at that. It seems the man does not care to read the message or solve the problem. Conversations went like this
+ "you can read about our reward programme at..." (for what, I am telling you it does not work. If I did not read it, I don't know about its existenece to complain)
+ Can you send a screenshot of the error message? (as if there is a error message)
+ Can you send the welcome code of the reward programme that you received (sent them the code)
+ Can you send a screenshot of the email with the code???

I gave up at this point. Should check Trustpilot before buying. 1.5 stars for US site and 2 stars for UK site, no wonder how bad they are.

DON'T BUY FROM THEM!

I placed an order 3 weeks ago, received an email saying it was delivered but it wasn't. Then contacted the Customer Service and they opened a case. Still no word. Called just now and was told that the parcel is in a shop and I needed to pick it up and send back to get a refund! Or I should wait for the shop to send it back before I get a refund. What's this??!!! I ended up paying for a product I don't have and am being asked to chase for it to get my money back. Utterly disappointed! Not helpful at all. I don't think I am ever buying Lancome again! 3rd party providers are much more reliable, think twice about the things you might be asked to do if you place an order on Lancome.co.uk - a sublime example of a very poor customer service!