Nat K.
I paid for the product but never received it
I’m extremely disappointed and frustrated with the experience I’ve had with your customer service. I placed an order in early September and when it was delivered, the actual product was missing — only the sample item was inside the box. I’ve spent weeks trying to resolve this. I emailed and called multiple times, providing everything requested: photos of what I received (though I no longer had the box — who keeps rubbish packaging for weeks?), and the tracking number. Despite this, I’ve received no helpful response or resolution. Last week, I called again and requested a refund, only to be told I need to contact Australia Post — as if they could somehow confirm what was (or wasn’t) packed inside the box? That’s your responsibility, not the courier’s. What’s worse, I’ve been a loyal Lancôme customer for years. But after this experience, I no longer want anything to do with your brand. I simply want my money back. And the irony? At the end of each call, your customer service asks, “Is there anything else I can help you with?” — even after saying “There is nothing I can do for you” at the very beginning of the call. This has been incredibly disappointing, and I expect a full refund — no more excuses.