LancomeReviews of lancome.com

I’m shocked at how awful the customer service is for such a reputable brand. Seriously going to find a new foundation bc of my awful experience. From not receiving my package to having the incorrect color to no help returning. No apologies, no one cares. It’s insane. Save your money and use it on a brand that cares, there are too many options out there to spend your hard earned money here.

Lancome obviously doesn't have a clue on how to do e-commerce - orders placed during promotion got cancelled almost randomly, agents have zero authority to edit the order, and very bad return/refund experience. I love their products but I've been fed up by their issues already. I'm sure I will avoid using their website as much as possible from now on and consider possibly switch to other brands. What a joke.

Called multiple times to return order, and no one answered. When they did answer the customer service representatives were talking to each other instead of me. They said they can’t cancel an order until it arrives so i call them again and they told me I had to pay for shipping as well.

I wish i can put zero stars, i will never buy anything from Lancome, horrible service, free shipping? You charge me twice, i didn't receive the perfume and they didn't told me that perfume is not in stock...and when i will receive it. I cant cancel my order, i need to wait to receive it and send back,and wait for refund.....

Something is going wrong with Lancome in Mississippi. It is not Covid that caused these problems. I ordered almost $400.00 of products in October and didn't receive the gwp. I chatted with 2 agents and didn't get any assistance. The agents are not informed about the products or gwp's at all. I think they ran out of the gwp and just didn't bother to offer a substitute. Also the shipment took over one month to arrive. I think that Lancome is having some serious staffing problems because the company doesn't seem to have knowledgeable agents nor do they have people who can produce order fulfillment correctly and in a timely manner. I have ordered from other companies and shipments are fast and properly fulfilled these days. That's why I can't say that Covid is Lancome's problem because there are too many other companies doing things exceptionally well now. This is bad business Lancome!

They asked me to send back their night cream that didn’t suit my skin. I have sent it back but now I can’t get a hold of them. They won’t reply to my emails nor have they given me a refund!! Why must you make returns and contacting customer service so difficult. I wish I could give them minus trillion stars!!

A prestige brand! What a joke! The website is appalling and their marketing, customer service etc. is the worst that I have experienced for a long time. Staffed by employees that really couldn't give a damn about customer service, the brand or the company's reputation. Please don't be taken in by any of their email marketing scams. They offer the chance to buy one get one free and then mysteriously their website doesn't function for the 24 hours of the offer. They promote AMEX as a payment option but then there's no option to use AMEX on the website! When you speak to Customer Service they just blame I.T. issues with the website but EVERY time there's an offer or promotion. Then, if by some sheer fluke you get an order through, you don't receive a confirmation of the order, even though they have your card details and have taken you through the full payment process. When you call to check, Customer Service confirm that no such order was placed, they have no record of any transactions or orders and guess what, oops! the offer was only for 24 hours and there's nothing they can do to help you! LANCOME offers are scams. Don't go there and don't bother with the brand!

I placed an order in May of 2020 as a birthday gift for my mother, for an amount close to $300. When I found out shipping was slower than usual & the gift wouldn't arrive in time, I simply canceled the order online. They shipped it out anyways, ignoring the cancellation. When I tried to contact them to return the items, I could not reach them by email or online. The one email I did receive 2 months later in July told me to return the unopened items at my expense, which I did. I sent it via UPS with tracking & they received it in August. Still no refund. I finally was able to chat with a representative in September. She verified they received my returned items and assured me the refund would be credited within about a week. Still no refund. In October, I actually reached someone by phone & explained the situation. She also verified that they had received the return back in August. She mentioned that I had done all that was needed & should get my money back. I asked if there was someone, like a supervisor, I should follow up with about getting the refund credited, but she said no. She couldn't understand why the company hadn't refunded my money yet, when I had done all that was required. Weeks after this conversation, I am still waiting to receive the refund that is owed me. In all of my years of shopping and interactions with retailers & customer service, I have never seen such utter disregard for its customers as I have experienced with Lancome. The way they were so difficult to get in contact with, having to wait months just to speak to someone, being told that it would be resolved & then it never was, and withholding money that should be refunded as their products were received, makes me never wish to buy from them again! There are other products available from other companies that will save me the headache that this transaction has caused me. It is almost November, and still no refund. I understand that things can back up or be slow, but I have been patient & courteous in my communication with this company. I would have been satisfied if they just gave me a refund. When will Lancome step up and do the right thing? I have given up hope.