LancomeReviews of lancome.com

Ordered their" advanced Genifique" during buy one get one promotion but only received one. Contacted the customer service and 3 weeks passed I still have not received the second bottle. And the most ridiculous thing is when i called 3 times to lancome1800 custoner service line and it always answer by the same agent. At the very first phone call, she seems understood and trying to take care the issue by placing the order for second bottle. A week pass by I called to asked about order confirmation email she said I had to wait for 3 to 5 business day after initial order. And obviously I did but she didn't want to listen and just keep saying there is nothing she can do. Now it has been 21 days after I reported my issue and still nothing arrived. I called and again the same agent, I explained to her again with my problem and asked to talk to her supervisor instead....guess what she did, she put me on hold for about 20 minutes and disconnected me afterward. I called again and she hanged up the phone as soon as she heard my voice. Omg....this is the worst customer service I ever had...how am I able to get my problem solved???? Shady business Lancome.

Ordered an item which came with a free gift, received confirmation which included the gift, when I received the parcel there was no free gift, Lancome do not want to know, they are not prepared to offer an alternative and if I want to cancel the order I have to return at my own expense.

Honestly didn't expect that I will have a bad experience with lancome. They are offering complimentary gift with any purchase now, thought that's nice, will grab something. Complimentary gift was in my basket with other items I purchased and guess what... Today I have collected my order and complimentary was not added to my order. Nice.

First and last time! Order came incomplete

Please avoid Lancome online shop!!! The customer service is crap. I have placed an order on Friday evening with special next day delivery and I paid almost £10. Unfortunately I was wrong thinking that parcel will be delivered on that Saturday. When I have noticed that I made mistake I have sent an email to customer service on Saturday. Of course I haven't heard back from them. On Monday I have called customer service and agent- lady was so rude when I have tried to say something she wouldn't let me and she cut off the call. I contacted them again and I have spoken to more professional agent. I wanted to speak with manager and email was sent but till now nobody responded. I was informed that I can't cancel my order even if was not sent email that is dispatche but policy says that you have a right to cancel your order. I was informed that I will be able to redirect my order back when I will get email with information that my order was shipped. On Friday evening I have received an e-mail from Lancome shop in the late afternoon that my order has been shipped but I haven't heard from DPD. On Saturday I have received message in late afternoon that courier attempted to deliver my parcel. Unfortunately I have paid that much to get my order ASAP and I did not have chance to redirect back my order and only sender can do this. Lancome don't care about people. They just want your money. And that special delivery is ripping people off money. This is not acceptable. The worst service ever.

I have placed order and had gift set missing. I have been exchanging emails with Lancome every day and received a refund for item that have been delivered, not the one that have been missing. Very bad experience after so many emails... service level is not acceptable

Appalling service. I seriously have never felt like my experience as a customer mattered so little to a company, let alone a luxury company. My wife has been a life-long Lancome user and the product seems good, so I've switched also. However, I now do most of our shopping/ordering and this is the third in a row horrible experience with Lancome online ordering. In May, they just cancelled my order - placed in time for her b-day - without giving me a reason or being willing to reinstate and rush it to me. I literally ended up without a birthday present and they didn't even respond to my messages. Since, I couldn't even place an order twice and gave up. And most recently, I placed a big order but some wrong items arrived. I have now spent weeks - no success - trying to get them to make it right. Twice, they said they are on it and would resolve within 2 days - but that was weeks ago. I have asked for escalation and haven't even started using the right items in case I needed to return the whole order (an offer I made to them, but they are literally doing nothing). I am just appalled that a company can be so arrogant and entitled as to take life-long customers for granted like that.

My husband ordered a gift set for me in the black Friday sale. It didn't arrive and the first thing I knew about it was when the refund arrived out of the blue. When I called to ask why I was told they had ran out of stock even though a similar product ,at full price, was available. I think it would have been good customer service to offer an alternative as other companies would but when I suggested this I was told it's not lancomes style. Very unhappy and will not use their products again.