LancomeReviews of lancome.com

Bought 2 Hypnose Drama Mascaras direct online from Lancome. When I started to use the first one - once I had finished my previous Lancome mascara- I discovered it was faulty. It was thick, lumpy and unusable so was the second one. I returned the items asking for them to be replaced but heard nothing. After spending a long time trying to contact them I was informed that returned items are destroyed and as I had not returned them within 14 days hard luck. I wrote again quoting the Sale of Goods Act but could not get Lancome to reply. More than £40 out of pocket I will now not buy anything from Lancome or the parent company L'Oreal or any of the associated companies Maybelline and Garnier

I recently ordered la vista belle on line you order did not come when I checked with dpd Lancôme had put wrong address on parcel contacted Lancôme who told me I would have to wait until returned before I got refund as a result the offer that was in at the time has ended have messaged them and emailed them numerous times no reply would never order again better off buying from stores instead think they do it so they don’t have to give offers out

Shocking delivery service and customer service experience . Still awaiting delivery of a product ordered 2 weeks ago. Have since contacted customer services twice and can’t find out what has happened with my Order and have failed to respond twice when advising they would. I also can’t cancel my order until the send it ...... will never order from them again.

I've just had a very bad experience with Lancome customer service in the UK. My perfume "went off" after 5 months of being open. It was the 100ml La Vie est Belle eau de parfum. It was kept out of the sun in a cool place and I've been using this perfume for years and never had a problem; it's my favourite. Or at least it was. I was made to jump through many hoops just to get them to replace it in the end. First of all, I spoke to a chap called Karl, who unfortunately appeared to only stick to a script when talking to him on the phone or on email. He asked me a series of questions, then sente a series of questions to fill out and asked to send photos - no problem. At first, he was giving me "advice" on the best way to store my perfume - all of which I knew and told him, but he had to go through his script (that's what it seemed like). Why can't customer service people act like humans? Then he gave me a freepost address to send my perfume back. They said they were going to send it to their "lab". This all took weeks. Apparently, after chasing, the lab found nothing wrong with my perfume! I was livid. They sent it back and I wasn't going to let this rest. With a baby and a toddler, I don't have much time but I was so angry I ended up going to a department store with a Lancome consession to get their opinion. They confirmed that it was off and also took it round to colleagues, who all agreed. Straight back on the phone to Lancome and I was literally pleading with them to do something about it - it's a very expensive bottle to go to waste. I asked the new customer service person to put themselves in my shoes; she was a little more human (Amrit). She said there was nothing she could do and I insisted there was. I asked to speak to the manager, so she went to ask the manager but said I would have to wait for a call back another - she'd just spoken to the manager! I explained that now were they not only calling me a liar, but their extended colleagues at Lancome. She went to speak to her manager again (obviously not busy enough to not speak!), then said I could send it back and she and her manager would personally smell it against a new bottle. I knew there was something they could do. I was exhausted of fighting for this perfume. Had it not been so expensive, I would have given up long before. Plus, I was being treated so badly, I couldn't leave it alone. Weeks passed again and I chased. They said they didn't have it yet, but a few hours later Amrit replied again and said they would be very happy to replace the perfume. There was no apology for the lab being wrong, no apologies for essentially calling me a liar, just a stock reply of "sorry for any inconvenience we may have caused you". I asked why the "lab" had got it wrong, but she said they couldn't disclose that information. I asked them to admit it had gone off and there was just a reply of - maybe it's because it wasn't kept in a cool place! I was livid again and reiterated what I'd said before. Absolutely would give them no stars if I could and I won't be purchasing Lancome ever again. Horrible customer service. Horrible.

I purchase some perfume and half way through the pump spray broke, I contacted customer service and sent them pictures but even though it was very clear to see they said to post it back that cost me €4, I made contact with them every 2nd week after and they said it was not yet processed so eventually 5weeks later I sent a more abrupt email and there reply was o your bottle was empty when it got here so we are sending it back we aren't even looking at it and it doesn't matter if the inside is broken its empty - likely from been thrown around a warehouse for 5 weeks!!!!! I send another mail with proof it was not empty when heading out for delivery but there reply was more or less a well it was here goodbye and stop contacting us, I will never buy any of there products ever again and will be happy to put a bad review on any tread that pops up about them, absolutely terrible customer service

Poor customer service. Faulty product couldn't dispense the Bronzer out of the bottle because the pump didn't work. Only asked for a replacement bottle to decant the contents into and this was too much trouble. Disappointing - I suppose a large brand doesn't feel it needs to look after its customers, however loyal.

I bought Lancome Definicils mascara online from this company. When I removed the brush from the tube it was bone dry. I had to run the brush under water and replace it into the tube before any mascara was on the brush. This item cost me over £17 - which is expensive for mascara as I normally use the cheap brands. I rang customer services and the girl told me to read the number off the bottom of the tube. Even with the most high powered magnifying glass I was unable to read this teensy print. She told me I could return it if I wasn't satisfied but I just can't be bothered. I am NOT happy. This is the first purchase of Lancome I have ever made and it will be the last. Also, I have just discovered this company test on animals.

After finally finding a shade of foundation that suited me I am so disappointed with L’ancome I won’t be buying their products again. I had tried a few shades of the teint idole foundation which I loved and all smelt amazing, like perfume. I found a lighter shade that worked for winter but it doesn’t have the same smell. If anything it smells a bit chemically / nothing. I emailed customer service and had to send the product in for testing, which left me without foundation and out of pocket. To be fair, they tested it and found nothing wrong with the product and sent it back. However, they cannot explain to me why it doesn’t smell nice (something that surely adds to the expensive price tag) and when I received the foundation it was leaking all down the side of the bottle. I emailed photos of how it had been sent back and they said it wasn’t their problem as it must have been damaged in transit. I asked again why they product doesn’t smell nice and listed the other shades I have in the same foundation that do smell lovely and they said there’s nothing wrong with it. Argh! So frustrating and annoyed hat my brand new bottle of foundation has now been ‘tested’ and leaked. For the price tag it’s not what I expect and the customer service is completely unacceptable.