Lancôme Reviews 

I have used Lancôme for a while and never had any issues until I started using the triple serum with the built in pump. The first two were fine, but the third one was faulty. When I started using it only one of the liquids came out and it was the very oily clear liquid. So I pumped some more to get the other two to start coming through. Having wasted a lot of the first liquid, eventually the white liquid kicked in, but not as much as should have come out. After a week the clear and white liquid came through, but it was another week before all three came through properly. The texture was completely different as the amounts of different serums weren’t balanced. When I sent a message I was asked for a video of the problem. Having not realised the product was faulty, and not realising that I was going to have an ongoing issue I stupidly didn’t think to video a faulty product and instead expected Lancôme to be helpful. How wrong was I. !!.
The moral of this woeful tale is make sure you video your usage of this product just in case you have an issue.
Since then I have been offered a 15% discount off the next purchase. But as I have an account I already get 15% off. Giving a discount doesn’t change the fact that the product is faulty and other people could also have the same issue. It could be a design fault.

Horrible company. I've been waiting for a parcel for many days to no joy so I emailed them and they said that the parcel is just on the way back to them and that I will be getting a refund. No explanation, nothing. It was supposed to be a birthday gift and I ended up shopping again elsewhere and still waiting for the refund to hit my account. I asked for explanation on what went wrong, heard no more form them. An absolute joke of a company

Both two bottles delivered were leaking. They only replace one. I need replacement of both bottles, the second one is free is not an excuse for not replacing it. It is free but it has quality problem, so I need replacement, according to your policy, I can replace any product if there is a quality problem. This issue really make me lack of trust of your brand. Also, you spent 1 month make your decision, it is too long than what you admitt.

I wrote asking for advice and information. The reply was
AUTOMATED, has NOTHING whatsoever to do with my query
but assured me that it would be sent to ''the appropriate department''.
Still waiting.
Who employs these 'can't be bothered people ' ? ? ? ? ?
and presumably pays them too ? ? ?

Really arrogant company who treats customers disgracefully.
I love the products and have spent a fortune on them over the years. I was treated with utter contempt when I asked the Lancome reps in a number of shops for foundation samples. I was buying skincare on each occasion, so didn't expect them to react to my request for two samples as if they thought I was scrounging.
Having failed in my quest three times, I tried their customer service team, asking if I could buy samples but they couldn't help either. I know for sure that they do foundation samples but how do you get them? I feel humiliated.

Customer service does not exist!
Ordered eye triple serum. Unfortunately the pump delivers only one cream. Two other holes delivers nothing. As it turns out from the opinions of others, this is a common problem. E-mailed customer service, reply should be in 24h, nothing after a few days. Contacted them on paypal email address, still nothing.
I will just claim my money back from paypal but I wasn’t expecting so terrible customer service from company so ‘good’ as Lancome.
Also my product review on Lancome website hasn’t been published. They choosing what should be on the website. That explains 4.7 stars review.

Purchased products to release offer code for free flowers. Code didn't work. Customer service ineffective. Won't be ordering from lancome again.

Wish I could rate them zero stars, and I also wish I had read these reviews before ordering. Their customer service is non-existent. After not receiving my order and being notified by DPD that there was a problem and then discovering the parcel was damaged Lancome refused to refund me until 14 days after I placed the order. I have spoken to customer services three times (thats a laugh, they don't know the meaning of the word) with no result and e-mailed them 3 times with a complaint about their attitude to which I have been ignored and then today I received an automated e-mail telling me a refund would be processed but it could take 15 WORKING days, that's 3 weeks! No apologies, nothing. My advice is don't order order from this company, they couldn't care less about their customers. Totalling appalling company and abysmal customer service.

I ordered an item on 22/12/23 via the Lancôme website. Whilst the other items I ordered on the same day from other suppliers already arrived or was on the way, Lancôme did not even bother to send their product as of 27/12/2023.

I called their customer service and I was told that my order was "unsuccessful" even though I got a confirmation e mail for the order and my credit card was pre-authorised.

The customer service said "it can be for various reasons including issues with the device you are using, internet connection or security software or in some cases, the email address you are using." I have never had such an issue and I find their explanation unacceptable.

They further stated "Should you wish to try to place an order again, we would recommend ensuring that all billing details entered match the credit card company's records exactly". Excuse me? My credit card was pre-authorised for the order. Why are you blaming me for what I did correctly?

I should have checked Trustpilot before I placed an order as they appear to be known for poor service.

For now, all I wish is not that they will not take the money for the undelivered order.

Update:
Whilst I was waiting for the pre-authorisation to be gone, I got an e mail from Lancôme saying that they were going to ship the item after the customer service agent blamed me for providing incorrect information (which led to the unsuccessful order according to Lancôme) and ignoring the order for a prolonged time.

I called them again but the agent who answered the phone did not take any action insisting that things were fine. I find Lancôme very lazy and unprofessional. Who wants to use cosmetics from such a company?

I ordered 2 items in the black Friday sale as the discount increased with multiple purchases. I was sent only I item. Customer service confirmed I had ordered and paid for 2 and would refund me the 2nd item. When I said I didn't need a refund, just please send my 2nd item, I was told that it 'is logistically not possible to send missing orders from their warehouse'. I'm awaiting a refund but looking at the reviews here, I'm not optimistic.
I'll never use Lancome again but will find another equitable product. Lancome need to understand that they are who they are because of their customers. They are a dishonest company.

Have been using the Lancôme foundation for many years. The company has chosen to change all the shade codes. Contacted them to ask for a couple of samples so that I can see which is the closest to the one I have. Not interested. All they want you to do is go to your local store. Well I don’t have the luxury of being near a store that stocks Lancôme. Nearest store would be a 50 mile round trip. Very disappointing. I shall be taking my custom elsewhere and changing the brand I use.

Disgusting service.
Rude operator refused to sort out a delivery. Thinks I should risk my life to go out in Storm Ciaran to find some Post office that is hardly ever open because their courier couldn't be bothered to deliver either to me or designated neighbour.
Not the first time an online order has failed with goods mysteriously 'unavailable' when I try to reorder

I just want to say that I am very disappointed with the service I received from Lancome . The Customer service team was very polite, but my problem and dissatisfaction were completely ignored. I have been a Lancome customer for over 20 years and after the experience I had with you I will never buy any of your products again and I am very happy to not recommend you to anyone.

The least I could expect from a high-end brand that charges a very high price for its products is a solution to a problem and I realized that you don't care about anything just to make a profit.

I feel sorry for your new customers if they need any solutions to any problems they may have.

In my experience Idole waterproof mascara by Lancome stays on all day and doesn't smudge, however it clumps and looks awful. I won't be buying again and I've been amazed that all other online reviews have said how good it is! Not sure I'll be trusting glowing unbalanced reviews in future.

A Scam company

Ordered 2nr. Absolute soft cream and 2nr Absolute eye cream during promotion of buy one get one free. 2nr Genifique serum arrived instead of the Absolute ordered. After contacted Lancome costumer service, they told me to return the mis sent products and they will provide refund. Everything was OK up to this point. I sent the product back, few months later, chase for refund. they refunded me the price of the eye cream, but not the Absolute soft cream which there is a delta of 108 euro. till today, still awaiting for full refund. Such a joke that this big company scam people this way.

I have an issue with a perfume not being up to the standard I expected and like most reviews on here the customer service department is absolutely awful. I got through once and since then no replies to emails or phone calls. Phone rings get the usual thing about data collection and then it cuts off. Considering the general reputation of Lancome and the fact I have been using the perfume for close to 40 years I am not impressed and considering finding a new perfume as my go to and will not be buying nay other goods from them.
I'd avoid them and go to other companies.

Sent an item back almost 2 months ago and never received a refund. I've been back and forth with CS, emails, screenshots and still waiting...

Been using Génifique , Renergie Mulit lift ultra , eye cream and the night cream for few days, some little wrinkles did fade but I noticed that my face felt very dry and I’ve noticed a rash on the left side of my face like insect bites and I also noticed laughing lines which was never there before, my eyes, I noticed that it gave me like eye bag on the left side which was never there .. I was looking for lifting but got an eye bag on the left side .. am so shocked that it gave me panic attack for few seconds then I realised I just have to stop using this cream and use my usual day cream , face wash and Toner . If only I can get a refund as I’ve no used for this cream anymore

I ordered a pouch paid for delivery and they didn't even send it,They took £6 for delivery and won't even respond via customer service and no refund. They are effectively stealing people's money and will be reported to trading standards

I have been waiting for a complaint to be resplved since early Feb 23. I have spoken to numerous people at Lancome Customer Care who have all made false promises and not acted on anything they have said. I have constantly chased up the matter to be lied to. Customer service is non existent. I have escalated this matter and gone to the local press about this.