LancomeReviews 121

I regularly receive emails of specials of their products available. Approximately mid-April, I received one offering buy one get one free. I immediately tried to login to my online account and was denied access. I called customer service to assist and they could not facilitate my accessing my account to order. I was told that the website was down and they "were working on it". I repeated this process for several days and was then given a number of "higher" customer service who could place the order for me -- they couldn't get online either. So for the next two weeks I continued to work with their customer service being told that they would do their best to fulfill the offer. The end of April my case was "escalated" and that they would get back to me. I just (May 6) called since I had not heard from the escalation and was told that no action had been taken yet! When asked what I should do, I was very coldly told "just hope someone gets back to you"! I never knew it was so difficult to spend money with a company! Customer Service for Lancome is TERRIBLE and they don't seem to care about keeping a customer!

I just spend more than $400 in Lancome products. Two boxes came to my house. For my surprise the most expensive item $222 did not come. Box is well closed, it might get lost or stolen during the shipping process. Worst experience. Will never buy online.

We made an order with order number LAN*******. This order was made on 23/03/2021 at 17:11PM. Unfortunately, this order was cancelled by Lancôme system twenty-one (21) hours later on 24/03/2021 at 14:35PM.

We managed to chat and talk with Alicia from your online chat department, and two (2) other telephone operators in relation to reinstating this order. Regrettable, the only answer we received is 'bad luck'. We were advised to place a new order without the benefit from the promotion when we initially placed our order.

We wrote a complaint to *******@lancome.com.au explaining our bad purchase experience with a reputable brand name such and Lancôme. However, the respond we received is simply a copy-and-paste stating that This could be due to one of the common reasons below:

- It appears that you are ordering from a location outside Australia or requesting delivery to an address outside of Australia
- Ordering from a mobile device that is experiencing technical difficulties,
- Information provided has been incorrectly entered and cannot be verified.

None of these were true as we placed the order within Australia; the delivery address is within Australia, the place the order on a PC; and the credit card information is correct. It is very disappointing on how much the different between Lancôme's customer service in Australia compare to the rest of the world. It has become more irritating to see the bigger picture that Lancôme indeed make great product, while its Australian customer service level is so disgraceful.

I have been ordering Lancome make-up online for the last 5 years. I say I am now what was a loyal customer because they have lost ALL my business due to their rude and bad customer service. Since starting to order my make-up over the last five years I was saving all my Elite Reward points for a large item and with the Covid 19 virus and being sick over the last year only ordered from them in the 1st Qtr of 2019 and the last Qtr of 2019. I went in to place an order this month only to find that almost 13,000 Elite Rewards points I was saving Lancome deleted from my account. I have never had any points ever deleted from my account over the last five years and was shocked at this. When I called them up they said they didn't care that I have been a loyal customer for five years and that I was not going to get those reward points back. I informed them that they just lost a loyal customer and I would never order from them again. I am now shopping around for a new makeup brand as I realize I should have done this five years ago and never stuck with such a unprofessional company. Good Riddance Lancome!

Beware ordering online from Lancome. I waited over 1 month for order; they charged my credit card. When called, spoke with Tiffany, she said they put address on my package but post office never picked up?
Requested refund Will advise if I receive refund or have to report to banks fraud department
Shirley

Ordered something on Lancome.com and immediately realized the shipping address is wrong. Contacted the second day and they told me that once it's shipped there's no way to change the shipping address from their end. So I contacted them again on the same day and they told me there cannot make any changes until it's shipped out. It wasn't shipped at all it only shows that it created a label and the actual ship day was a week later. So I contacted UPS twice and they say that sender can change the address free of charge. So I contacted Lacome the third time, they simply told me that they cannot hold on the line to talk to UPS? I will simply not order from them ever again.

I placed an order online with Lancome and received an email providing a tracking number saying "order has now been shipped". The order did not arrive as scheduled and when I tracked it I learned that UPS has never received the shipment.

When I called Lancome customer support they said UPS had not picked up the package, could not tell me when the order would actually "ship" and finally (after strong push from me) admitted that just meant a label was printed! OMG! How deceitful is that? If you don't have the product, say so. I can't imagine any other reason that they would fail to get the package to the carrier. I do know that US laws require them to deliver an online order within 30 days but I can't wait that long for my order! And I have serious doubts if it will be delivered even then.

I contacted UPS and learned that: "It appears that we only received the electronic copy of the shipping label from the shipper on 01/02/21 and we're still waiting for the physical package from them. I understand that the shipper told you that we're not picking up their packages. We cannot check from our end if they already made or scheduled a pickup unless they gave you a Pickup Request Number as reference."

According to Lancome CS, Lancome has no idea when UPS will pick up the order. Now I am wondering... Are they selling products that they don't even have? Is that even legal? A supervisor is supposed to call me back within 30-45 minutes but it has already been 40 minutes since that call. So we will see what story they have for me then.

The bottom line is they should not be printing the shipping label and notifying customers orders have shipped when they have never no intention of scheduling a carrier pickup or getting the package to the carrier and they have no idea of when they will schedule a pickup request. At best, it is a misrepresentation to the customer and at worst is is a flat out lie! Either way, for a company the size of Loreal/Lancome, you should be able to expect some honesty and integrity... both of which are sorely lacking.

I had enjoyed using Lancome foundations for 20yrs with wonderful results and compliments, however this year I had a problem matching my skin tone and when I did finally get a match I began breaking out. I tried different formulations: teint idole, skin feels good and the tent stick, all were new purchases and I had the same reaction, I also could not completely clean the color from my application brushes. My rash has cleared up since I stopped using lancome. A big disappointment and waste of money.

I should have checked this website before I ordered.
I thought I was a unlucky one but looks like Lancome has been a scam and been taking other people's money without appropriately delivering their orders.
I ordered a Beauty box more than a month ago and I have not received it.
Called the customer service multiple times (taking forever to talk to human being and they will never call you back if they accidentally cut off the phone line - time and emotionally consuming) and each customer service agents told me different stories.
Their manager has never called me as I requested multiple times and they declined refund.
I understand there is some delay or some errors in delivery especially this Covid -19 situation but there is no customer service system to correct any sort or errors and they still keep your money which is literally called fraud.

Just finished talking to a customer service rep "Ayeesha" about an order placed back on Novermber 17 for several items taking advantage of the holiday season sales they advertised and come to find out that my order was cancelled without notice or any attempt to reach out to me to verify the order! She kept telling me the order was cancelled because I placed the order under my wife's account and I placed the order for her and paid it for her birthday gift and it never arrived! Only when we checked on the order is when we realized that the order was cancelled! My contact info was all over the place and yet we received no contact at all! THIS IS UNACCEPTABLE!

The service rep I spoke with kept saying the order was cancelled because the order was placed by me and not my wife and because of that - it was reason enough for them to cancel the order because it was deemed a fraudulent order! What a poor excuse for not being able to fulfill the order placed! I escalated the call and asked to speak with a manager and guess what? There were none on duty and that someone will call me back... I am definitely not holding my breath. Needless to say, LANCOME really needs to review their policies and procedures on how to deal with orders that their system may deem to be fraudulent. The way they handled this is a shocking disappointment especially for a well known brand... very disappointing experience...

I must say I'm very disappointed at your brow define pencil. Bought it. Woolworths. It breaking a lot when using it. Within a week it was finished. I regret paying R395.00 for a thing that only lasted a week. Nosililo Mosegedi

I placed my order for an expensive item and was told I could select from several "free gifts". One of the gifts had nice travel size versions of cleansers that I use routinely, while I had no interest in the rest of the gifts. I placed my order. When it arrived, it was missing the gift I wanted but had the gifts I did not want. I called Lancome and they said they were out of my requested gift as it was only offered for a "limited time". I asked why they failed to notify me and received no answer. I asked if they would offer me anything else and they said "No". So I said I wanted to return the order and was I HAD TO PAY RETURN SHIPPING. I informed them that I would put a Hold on my credit card, return the items, and never order from them again.

I bought this item in debenhams, got recommended by the employee that this would make my eyelashes look natural, when I got home I tried the item out and saw that the eyelashes looked horrible and looks like I used a extremely cheap mascara and it doesn't come of with special waterproof makeup remover, while I was trying to wipe of the mascara half of my real eyelashes fell out because of the mascara. After a while of wearing it my eyes started itching a lot and became very red, I got told that I wouldn't have any reactions or allergies. When I was buying this product they said I would definitely be allowed to return it of i wasn't satisfied with the product, but when I tried returning it I got told i was not allowed to return it because of covid-19, I bought this item last week. The item is definitely not worth the amount of money, definitely not buying this again.

I ordered a large size lancome genefique serum only to find out it was NOT sent in the package along with the other items I purchased. Also two of the samples were replaced with something else I didn't pick because apparently they were out of stock. Not only was the package late to arrive then when I opened it it was not in the package! I WANT MY MONEY BACK AND I'M NEVER ORDERING FROM THEM AGAIN!

Update: They sent the serum only after I called to complain about not receiving it. I actually wanted a REFUND but they were quick to not refund me first and decided to send me the serum instead - BAD SERVICE. NEVER AGAIN.