Guerlain Reviews 242

The Meteorites delivered by Guerlain in Netherlands was horrific quality, lots of pearls dry and broken down.

Will never buy from them again.

Received the wrong products (they’re awful quality by the way), paid for my own return even though it was their fault and they refused to give me a refund.

I had a really disappointing experience here. Several issues came up during my visit that shouldn’t have — and unfortunately, when I reached out to customer service, nothing was properly resolved. The whole thing felt poorly handled and left me with a very negative impression. I wouldn’t recommend based on my experience.

First, I am not surprised to see they have so many 1 star reviews on here! Ordered some items, the brush was very poor quality with loose bristles, so returned it as defective, and they actually told me I could not return it, refused the return arguing it was ok and posted it back to me! How would I then use it if it had been handled by people and then posted back to me without a box. Prior to that it took them several weeks of me emailing about it and being ignored. Finally got my funds back via my bank today no thanks to guerlain! I've shopped in store concessions in Frasers before too and the make up assistants always manage to try on the worst most unflattering colours possible and actually think it looks good! Please avoid this company - i wish I had seen this review page BEFORE ordering from them. Never shopping there again.

I was very disappointed with the service I received at the Guerlain counter in David Jones Canberra this morning. Once again, no Guerlain representative was present, and a Sisley staff member kindly assisted me instead. I purchased L’Homme Idéal perfume as a gift and asked for it to be wrapped in the Guerlain style. Shockingly, I was told this wasn’t possible as only Guerlain staff are trained to do so. Instead, I was given wrinkled plain white paper and a red ribbon to take home ; hardly what one expects from a luxury house like Guerlain.
The counter itself was also untidy, and several testers have been empty for weeks. This does not reflect the image or prestige of Guerlain.
As a loyal Guerlain customer for more than 40 years ; and as a French national who once worked for the brand decades ago ; I am saddened to see such a decline. Guerlain has always stood for refinement and exceptional service, but sadly, this was far from the case today.I hope Guerlain and David Jones will take this feedback seriously.

Very rude and slow customer service.

I have contacted them multiple times regarding my return. I received an email confirming that they received the package. According to their return policy, I should have been refunded within 7–10 days of receipt. It has now been nearly a month.

I also spoke with one of their employees on the phone, but the experience was frustrating. The call ended abruptly while I was trying to understand the status of my refund. During the call, I was repeatedly told, “I need to see if the package arrived,” despite my tracking showing it had already been delivered. Only at the end was it explained that someone else needed to check with the warehouse, which could have been communicated upfront.

I’ve been a loyal Guerlain customer for years, but my recent experience with UK customer service has been extremely frustrating. A duplicated account issue has remained unresolved for over a year, and Kristina, the representative I dealt with, keeps repeating the same thing but is uncapable of providing a clear solution. I urge Guerlain UK to contact me to resolve this, as the current experience leaves me hesitant to repurchase.

I purchased a perfume online and, after completing the payment, I specified a delivery date more than a week later.

However, on the scheduled delivery date, nothing arrived and I received no notification. When I contacted customer service, they told me that they had tried to call me to verify my identity in order to prevent fraud. But I never received such a call. They then claimed that because they could not confirm my identity over the phone, they could not proceed with the delivery.

There was no mention anywhere on the order confirmation email or the website that such a verification call would take place. They also never attempted to confirm by email.

I suggested to customer service that they should at least add a sentence in the order confirmation email stating that identity verification would be carried out by phone. But they refused without giving any valid reason.

As a customer, I was very disappointed to hear this. I don’t think I will ever purchase from this brand again.

Please be careful if you consider ordering from them.

Awful experience in Lille France was treated so rudely whilst trying to ask for help…appreciate there was a language barrier but I made an effort translating on my phone. I waited for ages for someone to help me and was totally ignored and humiliated and shouted at when someone did speak to me… I won’t ever buy from such an awful company again was totally unacceptable and ruined the rest of my day awful experience

I have spent thousands at GUERLAIN and planned to purchase more items. However, this is the second time they are ignoring my return to the point I have to do a chargeback. They have acknowledged receiving the products, but is only refunding the cheaper one. They pretend to not understand what I’m saying when I say they need to refund the 970 product. I’ve been trying to get my money back for 10 days. They keep saying they refunded the 150 one, but they know I’m talking about a different order. It had a different order and tracking number.

The products are amazing. My skin feels so good but on the other handThe costumer service is so bad, they don’t care about their customers, I have ever had
I spent hundreds of dollars on the products and then I have to beg two ladies who work in their branch in David Jones at Melbourne CBD to give me tiny samples to try other products
When I buy a high brand product I expect that I will be spoiled. They never give testers or any gifts with the order
Meanwhile, when I buy something different I will get too much
I used to buy Lancôme from Myer and every time I was getting too many gift sets
I believe costumer care comes first

I bought a Guerlain perfume I tried on vacation in St Marteen and when I got back to the US, I opened the bottle and it smelled old and it gave me a headache. I contacted customer service and after months of them sending to different departments the solution they came up with was to buy another perfume and they would offer me 15% off. Lesson learned, I will never purchase anything from Guerlain.

Guerlain customer service was abysmal.

They literally ignored a dozen contacts via email and telephone. They refused to refund me, even after USPS tracking proved my item was successfully returned!

Guerlain actively fought refunding me on my PayPal claim rather than issuing a refund. They literally wanted me to be out BOTH my money and my item!

They had no problem IGNORING me for 30 days but instantly responded to EVERY request from PayPal within minutes.

Guerlain uploaded a copy of their return policy to PayPal as their defense to my dispute and their reason for not refunding me.

I followed Guerlain's return policy to the letter!

Guerlain claimed they never received my return even though they KNEW I had USPS tracking proving my item was successfully returned to their Guerlain return address in Cranbury, NJ.

I purchased a brand new Guerlain fragrance for $312.70 on Guerlain USA website operated by LVMH (Moët Hennessy Louis Vuitton).

My purchase came with free samples. I tried the free sample of my fragrance and did not like the scent.

Long story short, since I hated the scent, I returned the brand new (unopened and sealed) full sized fragrance within 15 days. I can return for ANY reason within 30 days as long as unopened according to Guerlain's return policy.

USPS tracking proves my fragrance was successfully returned to Guerlain's return address in Cranbury, NJ within 15 days. Guerlain's "terms-of-service" says customer must retain receipt as proof of return, which I did.

Guerlain says on their website and return policy that they process returns within 7-10 business days. After 4 weeks and literally a dozen attempts (literally) Guerlain refused to refund me despite having the return tracking number to their Cranbury, NJ address.

Guerlain refused my multiple requests to escalate to speak to a supervisor, or to manually provide a refund. They told me to call again every week, even though it's been a month.

I advised Guerlain if they did not refund me, as it's been 4 weeks, that I was going to file a claim with PayPal immediately as I hung up.

Guerlain customer service representative "Mohammad" was totally apathetic and could flat out care less. It's almost as if he was gleeful that I was in this situation and not getting my refund. No empathy whatsoever. I had better customer service at McDonalds.

I even emailed Guerlain once again at their special "PayPal disputes" email address which is provided after a customer opens a claim. Guerlain still IGNORED me every single time.

I wasted 6 hours of my life on this return, which I will NEVER get back, simply for doing everything right. I did EVERYTHING Guerlain asked me to do, and they treated me like a criminal.

I've been collecting fragrances for over 30 years. I even sell fragrances on eBay. I understand they have to fight against fraud, but I am a loyal honest customer who had a return tracking receipt!

Guerlain actively FOUGHT ME every step of the way on my PayPal dispute, claiming they did NOT receive any return from me. Thank God PayPal forced Guerlain to refund me, as I was out both my money and my $312.70 fragrance.

If Guerlain had their way, they would want me to be out BOTH my fragrance and my money of $312.70.
Guerlain is a NASTY company with horrible customer service.

I wish I would have read all these terrible reviews before. What kind of company literally ignores half-a-dozen emails, 4 phone calls where I have to spend 30 minutes of my life during each call explaining my situation, and then actively fights me on PayPal when they had the opportunity to simply issue a refund through PayPal as return tracking showed delivered.

They were perfectly fine having me out both my item and my money.

I once called at 6pm and received a voicemail message saying they are out of office but open until 8pm! Hello! It's 6pm!

Guerlain showed absolutely no desire or any sense of urgency to resolve my issue. I should have listened to the thousands of other reviews which clearly shows a pattern of deception and bad business.

I spent more time of my valuable life which I will never get back, trying to get the refund, than the refund was worth!

I purchased in good faith.

I wish there was a "Class action" lawsuit against these clowns. They claim they are not empowered to do anything but listen to complaints.

Guerlain is a NASTY company and has NASTY customer service! There is nothing beautiful about this company.

Shame on Guerlain!

DPD failed to deliver my parcel on 16 June, and it was subsequently returned to the sender. I contacted Guerlain customer service twice on 18 June, speaking to the same woman both times. Her attitude was unhelpful and dismissive — she showed no intention of resolving the issue and simply told me to wait.
Frustrated, I contacted DPD directly and managed to obtain a new tracking number for the return shipment. When I called Guerlain a third time, again speaking to the same woman, I asked for the distributor’s contact details. She first claimed she didn’t know where the parcel was. When she realised I already knew it had been delivered back to Guerlain, she changed her story and claimed it had been sent out again — yet provided no notification or tracking reference.
The level of service was incredibly poor.

They are ignorant on the telephone, hang up if they don't like the sound of your problem. The web site is very clunky and not user friendly. They actively cheat you by sending you old out of date products

I recently placed two orders on 5th May with Guerlain.com and received both deliveries promptly. The problem - the gift box was damaged for one order (I told Guerlain this is a gift for my sister’s 60th birthday) and no loyalty points credited to my account for the other order. Been sending emails via their online form for nearly a month (no reply) and calling their CS number in the UK (always line busy). It’s ironic you get follow-up emails from Guerlain emphasising they “value your opinion” and they are “always at your disposal”. Well, that’s a lie. Guerlain has no after-sale customer service.

Ordered a mascara. Recieveda parcel with three free samples and no mascara. Customer service replied to advise that their logistics team had confirm that the order was shipped in full and wished me a good afternoon which of course was of no help to me whatsoever as I never received the product I ordered.

emailed company due to defective lipstick case. Last two lipsticks do not turn back down. Not even a response. Quite disappointing. will not repurchase due to poor customer service. Read other reviews, surprised still in business.

Ordered a loose powder, two weeks after shipment confirmation, nothing arrived so I contacted their customer service, they emailed me saying UPS will comtact me to confirm some information, then they will refund me.
UPS called me on the same day, provided everything UPS needed.
10 days later no refund, no reply from Guerlain.
I had to contact Paypal to get my refund back.
I don't usually forget about my refund just because the seller forgot about me. its not how it works.

I ordered a lipstick and lipstick case in an order and the lipstick was missing.

I contacted customer services to get a refund or a solution and they took ages to get back to me and then I was told I would be getting a replacement for both items on the order which i have not recieved till this day ... and then I called as they ignored my emails and whoever i spoke to was rude and twisted my words to confuse matters to a lady called Laura who I have been emailing with

I then get told that my replacement was on the way. So I asked for tracking and a confirmation email

And this has been going on since 25th February and there is still no resolution

Just money grabbing. Not even fit to call themselves a brand.