LancomeReviews 121

Disappointed with misleading promo and poor customer support I received a text from Lancôme at 1:01 PM saying:
"First 200 orders only: Free full-size Rénergie Eye Cream on $100+ purchase (code BRIGHTEN) + 30% off — ends today." Excited, I tried to check out right away, but the BRIGHTEN code wouldn't apply — it said the products in my cart didn't qualify. I waited over 15 minutes for help via the chat bot with no response. Then I called customer support and was on the phone for 33 minutes, only to be told the code was no longer available. I explained I had been trying to apply it for over 45 minutes, but was told I could use a different offer (SUNSHINE) instead — which wasn't what I wanted. I was also told the BRIGHTEN offer doesn't apply with the 30% off, even though the SMS clearly said otherwise. Very frustrating experience — the promo felt misleading, and customer support was slow and unhelpful. I've always loved Lancôme products, but this left a bad impression.

Lifelong customer but never had a reason to interact with their service team. Ultimately ended up having product sent to an old address. They assure me old address is removed and won't happen again, and won't credit or send a replacement. Months later the auto-replishment kicks off and again sent to old address! They won't do anything to I help, after assuring me address is no longer on my account. Any other company offers a credit, replacement but NO. Not this billion dollar company. "It's my responsibility to keep my address up to date", sorry but their site is lacking and no where was the address shown for confirmation for auto-replishmemt. Not worth it, & no longer shopping at a company who doesn't care about their customers.

I bought the absolue soft face cream, they prompted me to choose 4 free items. I got the face cream but not the free items, when I asked them about it, the told me to go buy some more items and then would send me the 4 free items. The face cream is over $300. I am not going to order more from Lancome directly. Will go to Macys or Nordstrom. I was simply looking forward to trying out other products. And was shocked how they responded to me when I asked about the free items the system prompted me to pick out. Buyer beware...You may not get the free items offered.

Hi, I placed this online order. I received the package today. One of the bonus items that i order was missing. I only ordered 1 item and i had 4 more bonus items on my order because of that order. One of the bonus items was LA VIE EST BELLE EAU DE PARFUM 1OZ. However, instead I only got LA VIE EST BELLE EAU DE PARFUM 0.04 OZ. And when i talk to Lancome representatives, they told me that it was caused by a mistake on the website. But it is not my problem. The representative that i talk to offered me %10 coupon for this inconvenience which can not be used with other promotions. Lancome is one of the largest cosmetic companies I am very dissatisfied because of this situation and i don't think that i will order from Lancome again. I do not care about your problem on your website you should have fixed it before i place the order. However, If i see that i will get LA VIE EST BELLE EAU DE PARFUM 1OZ I am expecting to get it. I was expecting Lancome to send me LA VIE EST BELLE EAU DE PARFUM 1OZ after their fault instead of just saying it was caused by an error on the website. My trust to Lancome is completely broken.

Placed order and was charged but never received it. UPS said it was sent back to Lancome and I called them. Spoke to representative, Brandy who hung up on me. Called back again and asked her if my charge would be credited because they received my merchandise 5 days ago. She just replied it could take a while. Don't order from this site. Very unprofessional!

Forget shipping. You RUINED Teint idole ultra wear! It is not just coming from customers like me that has worn this foundation since it came out! I have talked to cosmetic consultants in many stores and all have said they can't seem to work with the shades and formula of your new Teint Idole. I am spending a fortune trying to find a foundation that worked for me as well but will never buy ANYTHING from Lancôme again as you have really made this old lady mad! Wore power, blush, lipsticks etc. from Lancôme but can't deal with a company that is so stupid!

Twice now I have ordered the Le 8 Hypnose black mascara as part of an on-line order. The first time I ordered 2 mascaras (one was to be a gift for a friend) and they were both dry and unusable when I received them. I went through the gruelling process of sending them back, and eventually got a refund. I then recently made the mistake of ordering another mascara with an on-line order, and this one was also dried up and unusable when I received it! So, once again, I've attempted the very stressful process of trying to get either a refund or an exchange. It's been many, many weeks now and multiple phone calls and emails later (with a different person every time) - and I still don't have satisfaction. Therefore, my advice to others is not to order mascara on-line and risk losing $68 (which is quite a lot of money for one mascara). I will only buy Lancôme products in a store now and, in fact, will hesitate buying Lancôme at all!

This is so far one of the worst customer service I came across recently. Every online order has either a missing item or a wrong item. The customer service agents mislead about placing replacements. There are no confirmations or any information on the account. It seems like they expect us just to forget about the wrong order. I had to dispute my charges in order for them to send me a replacement order. Ridiculous. I don't think I will give another try. Every time I have nightmares dealing with their customer service.

If you purchase an item on their website, they will refuse you an exchange. So if you buy the item on sale like I did when they had a Memorial Day sale. You have to return the products and repurchase at full price. Shame on them for this. I had s customer service rep tell me I can't exchange products even though my receipt clearly says I can do so.

Poor customer service. I ordered online 15 days ago not shipped yet and I asked them to cancel my order they said they can't.bye-bye lencome.

Terrible customer service. You have to email them and wait for a response which is around a week and they give you a small window of return time. They ask you for photos of your product you want to return and then they will decide if they will accept your return. Like wth? For a luxury brand, it's just not worth the hassle when there's better suppliers out there. Just buy from Sephora during their semi sales and have the comfort in knowing you can always return if you're not satisfied.

When Lancôme offers anything "free" be sure it's in the order BEFORE PLACING! Very deceptive practice of selecting the free order with a "minimum" purchase than it not be included AND THEY DON'T CANCELL AN ORDER EVEN WITHIN A MINUTE OF PLACING! -- You've been warned!

Lancome offered a free gift for +$42 purchase, not specifiying that discounted sets would not be granted with the gift. I have ordered the $68 set and have not received the gift. The customer service rep told that that set is not eligible for the gift due to discounted price. The had to advice on that at the time the order was placed. I will not recommend anybody to buy from Lancome bacause their unfair policies and actions.

I put the wrong security code for a credit card, and decided to use the other card. After I changed the card, the address was automatically reset to the default one, which is a wrong address. I contacted the customer support team and they were not helpful at all and rude.

I decided to order some gifts online this year for Christmas and I will NEVER do that again at Lancome.com bc of their terrible customer service and return policy. I placed the order on Black Friday and did not get the items until the week of Christmas. Unfortunately the concealer I bought my friend was the wrong shade, she did not open or use it yet and I was trying to exchange it for the right shade but they denied it saying the return window is now closed. It is just so ridiculous that it has not even been 2 weeks since RECEIVING my order and I cannot even exchange an unopened product. In addition I had to talk to three different reps for them to inform me that it cant be returned, super annoying, waste of time and money. Sorry Lancome but you have just lost a loyal customer and I will make sure all of my loved ones know about this to not buy things here.

Order not received:

I placed an order online on 11-28-2022 which was canceled for no apparent reason. I had money in the bank and card was verified online with Applepay. When emailing and calling no one could tell me the specific reason that it was canceled but offered 3 various possibilities.

My order was during a special offer/sale and now, customer service advised they cannot give me the same pricing on my order. They offered to draft the full amount from my bank account and then reimburse me the difference… This is highly unacceptable!

Marisol in customer service truly went above and beyond to try to make this right but cannot process it at the same pricing upfront.

I would expect a better response from a company such as Lancôme. I have become a "former customer" as I am totally disappointed and will not place this order or use any Lancôme products in the future.

The lady said on the phone: As you live in an apartment, you cannot place any order because we label apartments around universities as "irregular places." The only way is to ship it to your friend's house, where they have lived for more than ten years—no other way to place this order.
It is ridiculous. Why are the customers judged by where they live?

This company has really gone downhill. The beautiful, secure packaging we once enjoyed, has now been reduced to crushed boxes with no packing to protect the expensive products. The last 2 times, I tried to order, codes that were sent to me and still within the date of being valid were deemed "invalid." The final straw was using 2900 of my Elite points on a concealer that arrived in a broken box with NO shrink wrap and the application wand was old and dried up. Their solution was to send me a code for 15% off my next order. No thanks!