LancomeReviews 121

To whomever this may concern:

I called the Lancome customer service line 2 minutes after placing my order because I realized the address was incorrect on my order. I asked the representative to cancel my order. She said Ok, but I need to call back in 30-40 minutes. So I hung up, set a timer for 30 minutes, and called when the timer went off.

When I called, the representative said I should have actually called in exactly 25 minutes, and she can no longer cancel the order.

Obviously, I am shocked and disappointed at the low level of customer service. Not only did a representative give me false information, but the 2 representatives that followed refused to help me because I called 5 minutes later.

I have purchased several products from this supposed prestigious brand, and I have to say that from now on I will never purchase another product from Lancome unless this is made right.

I am disgusted with the level of care given by Lancomes customer service reps.

If I order overnight shipping, it's sent standard. If I order via Shop Runner, it's sent standard. If the package is lost in the mail, Lancome doesn't care. Trying to speak with their Customer Service reps is always an exercise in futility. Did you know they have a "foundation policy" whereby even if you pay to ship your item overnight or two day, they will always ship it ground? Yeah, neither did I. Strange made up policy that no other retailer that sells Lancome seems to have. UPS told them to call and file a lost package claim and Lancome refuses to do so. Won't waste my time with them again.

My online order has once again been cancelled by the company THREE times. I have reached out to Lancôme representatives all 3 times. I was told it is an issue with my bank information (I have called and confirmed with my bank that the information is in fact correct). The last time I had reached out to a representative I was told someone from a higher management position will reach out to me within a week to resolve the issue. I have patiently waited and still no response from any of the representatives of Lancôme. I had trusted that someone would help me resolve the issue and reached out several times, but I had lack of response in all 3 inquiries! I had never had this issue shopping with any other company with the same bank card/ card information. This was a mother's day gift, and the order was cancelled without an explanation. I am throroughtly unsatisfied with the customer assistance and will no longer be shopping with the company

The seller sent me an order of two compact foundations which was below my expectation. The items were shoved inside a small bubble mailer and did not come with a tracking number. When I informed them of my issue, they were quick in asking me to return the items to them. After which, the customer service changed her mind and decided to send me a replacement instead. After waiting longer this time, the items came one at a time in the original mode of delivery. After returning the items to them, their call center representative was quick to demand that I had not yet return the items with the replacements. Up till today, they are the most persistent one in sending me their postcard reminders?

I have been a Lancome customer for more than 20 years. Since I am now disabled I do 99% of my shopping online. I have to say the Lancome website is the worse retail website I have ever made purchases from!
I have placed more than 12 orders in the past year and 75% of them had a problem!
I was either sent the wrong color in my foundation or concealer or sent a double shipment. My "free" rewards item was sent to someone else even though I paid the $7 they charge for shipping and handling! Not so free after all! My PayPal account was charge immediately before I had a chance to review my order which did not include a 20% discount that was offered. I had to call 4 times for a return shipping label! There is NO customer service at all at Lancome.com. They always accuse me of ordering the wrong color!

I am furious once again. I wanted to use my points for the foundation I use. Things were not working through the website, so I did chat with a rep. The rep figured it all out and I thought I ordered the foundation. She even threw in free shipping. My points also showed the purchase. I never got a confirmation email so I decided to check on the order tonight and guess what? The foundation is out of stock. NO word from Lancome. Points were not added back. This is the 2nd time the item I wanted with my elite rewards points was out of stock. A supervisor is supposed to call me in 1-2 days. The chat rep gave me a code for 20% off. Whoopie. THIS IS A SCAM!

I noticed on their website main page the phased out favorite products promotion of 30% off. And I clicked the link and entered the phased out favorites page, I added the skincare set and makeup product into the cart. But when I checked out, the code which is showing on their main page was invalid. I tried several times but it still could not go through. I contacted the customer service, however, they said the set is not eligible for the promotion. This is ridiculous. You never see any mark of exclusions on the main page promotion advertisement area but only apparent " 30% off phased out favorites use the code phasedout at checkout." And on the phased out favorites page, there is not any mark of exclusions either. You will only find it out when you checkout and be frustrated and doubt if it's your problem. Totally waste of time. I will never buy anything from Lancome usa website again. How stupid they are!

I have been a huge fan of Lancôme Mascara for years and always bought it in a department store but when I was offered it online direct from Lancôme at a very good price I jumped and ordered two. However the order was never acknowledged yet they took my money. I've waited over two weeks and no sign of the parcel. I've lost count of the number of times I have completed that stupid customer service form online and tried to contact them by phone but to no avail. I am now going to ask my credit card company for a chargeback. "Customer service"... doesn't exist with this company. Avoid!

I ordered $396.41 worth of merchandise online from Lancome in late Mar2017. I have never gotten it. They say UPS put it on my porch but I never saw it. I didn't sign for it. I have spent so much time on the phone with them. They seem evasive and clueless. They said UPS will have to research. UPS did that and refused the credit. I called them back saying I have no product and I am a customer who has lost almost $400 by ordering from them. They told me UPS has to research again. They finally said they would put a credit on my credit card on 5/22/17 and it is not on there. CROOKS!

This company does NOT care about customers at all. I purchased the translucence silky loose powder twice now (online) and both time it has arrived unable to open. I believe the plastic top melts on to the plastic container when they ship it. So I called the 2nd time and they said I need to return it (at MY cost) and they will refund me and I should go purchase the product at a store. I've been a loyal mascara user for many many years. Goodbye Lancome. Good riddance!

When I write a review I try to be helpful to other consumers, I myself check reviews before I buy I read reviews and take them seriously, with that said I do use SOME Lancome products however I bought an eye shadow primer that burned my skin, when I called them the only thing they did was give me credit, when I posted a review in their website they did not publish it I received an e mail saying that it had to be " modified', how can you modify a review saying my results with that product? So if is anything negative Lancome will not publish it.