Serge Lutens Reviews 59

Ordered in November. The parcel never arrived and the customer service is useless. They didn’t even refund the money but I had to dispute via my bank.

Always a positive experience purchasing from this brand. Thank you sincerely to the Serge Lutens customer service and sales teams for exceptional interactions!

Simply the best! The uniqueness of each fragrance could only be compared to a great work of art.. Serge Lutens I’m under your spell, need I say more? My mother always said, the French excel at everything they do- believe it!!!

I have a 10% discount voucher which is valid, but Serge Lutens site doesn't apply it when I try to finalize my order.
It doesn't matter which product I try to order, in the end the page just removes the 10% discount.

I contacted customer service, but I didn't got the help that I wanted.
My order of 450+ euros won't be fulfilled until I can use my discount.
This was such a disappointment for a brand that I otherwise love.

I placed an order SLUS11461 on August 20 and it has been stuck in US customs since August 25. I asked customer service for the supplier details required by FedEx — no response. Instead, I only receive copy-paste replies, even to my request to cancel the order under Serge Lutens Terms & Conditions (clause 7.2 late delivery). This is unacceptable, I’m totally disappointed
Don’t trust delivery 5-7 days in US. I can’t receive my order for more than 1 month and I even can’t return my money (which Serge Lutens is eligible to return according to 7.2 clause of their own terms and conditions)
If you don’t want to end up without your order and money, beware of ordering form their website

The customer service in the online store is terrible. The parcel has disappeared, for two weeks I have been receiving the following replies: Dear Madam Sergeev,

Thank you for your message.

Your package seems to be stuck in transit and we apologize for this situation.

We have just opened an investigation with our carrier to understand the status of your package.
We will get back to you as soon as we have more information.

Wishing you a pleasant evening.

Yours sincerely,

Camille

Nobody does anything!👎🏻 Do not order from their website.

I was asked to submit my experience with my Serge Lutens customer service representative, Camille, and I am only too delighted to comply with this request! I shall share my experience here:

Camille was brilliant! I had received a confusing notification from the payment app that was used to order one of my most favorite fragrances from Uncle Serge, L’Orpheline, straight from France. This notification said that my order was already delivered, but to an American state clear across the country! Very concerned (ok, I admit, I actually panicked😅), I immediately notified the Serge Lutens company. Camille promptly sent me an email with tracking information relaying every single detail of my order from France to the United States, at which time I was able to see that it had already arrived safely to a sorting hub in my neighboring city of Jacksonville Florida. I greatly appreciate the swift and compassionate response from Camille on this matter, as this fragrance is so dear to me! Bravo!🤗
👏🏼👏🏼👏🏼

I ordered the bell jar of jeux de peau directly from their website. It arrived damaged. I contacted customer service and they kept telling me that they were waiting to hear back from their quality control team. They wasted my time and then completely ghosted me!

Premium prices for really poor and cheap customer service! Actually unbelievable. I will never buy from serge lutens again.

I always thought Serge Lutens was a luxury brand, but this experience completely changed my mind.
I waited two weeks for support to fix a problem with my first order—my 10% welcome discount didn’t work. To speed it up, I even suggested placing the order manually, but they ignored my request and kept repeating the same response: "I have just forwarded to relaunch our teams. We will get back to you as soon as possible on this subject," wrote their manager, Camille. But no one ever got back to me. No solutions, no offers, just delays.
In the end, I placed my order without the discount, hoping at least to get "A complimentary trio of miniatures for purchases over 240€*" promised on the website. But only one was added to my cart though my oder was over 400€. When I contacted them again, they first gave vague replies and then just stopped answering me. Only after I messaged them on Instagram did I finally get a cold email saying they couldn’t change my order.
No apology, no compensation, not even an attempt to fix anything.
For a brand that presents itself as high-level, this level of customer service is shocking. How can they treat customers like this? If you value good service, think twice before ordering from their website.

I live in Oregon, USA. I made an order on November 8, 2024. I paid $ 79 for a set of miniatures and promised 4 samples as a gift. Today is January 17, 2025. The site reported that the parcel was delivered, but by tracking number, the parcel did not even leave France. Support service replies that it will be investigated, but months have passed, and nothing is decided, they ignoring e now. I am disappointed with this company. I have several bottles of these fragrance purchased in the United States. It was my first order from the SL site, but won't buy any more. I did not return money, my order was not delivered. Product comments on the site is removed. This is the end and disappointment in this brand.

I also had a terrible experience with this company. Heed this warning and others below and do not order anything from them unless you are prepared to lose your money. My experience was similar to others with a twist. I placed an order for a bottle of perfume at the beginning of November and paid with a credit card. The company offered four complementary perfume samples with the order which I selected when I placed my order. I received a package from Serge Lutens in a timely manner. When I opened the box, the four samples of perfume were inside. However, my bottle of perfume was NOT in the box. I immediately contacted this company and was informed that the matter would be looked into. I asked for updates several times and was either ignored or told the matter was being investigated. The perfume was meant to be a Christmas gift for my niece. I had no present for her which was embarrassing for her and myself. Lesson learned, do not order from this company. There are a lot of excellent perfumes available from retailers that are reputable and trustworthy

I have been shopping at online Serge Lutens boutique for 5 years now.
Last week I got my latest order and I am absolutely happy with it. Even though December is a busy month, my order arrived within 7 days (France to the UK). Everything went smooth this time and I was pleased the courier in the UK was changed from Parcelforce to FedEx.
Serge Lutens has been my favourite brand for years and I am happy they brought back my signature tuberose perfume back in stock after the long break, the latest batch is totally sublime, extravagant and arresting.

I am beyond frustrated with my recent experience with Serge Lutens. On October 1, I placed an order for a bottle of **Fille en Anguilles**, excited to take advantage of their promotion that promised two complimentary 10 ml bottles of perfume with any order over 200 euros. However, when my order arrived, guess what? No additional samples were included!

Since then, I have reached out to their customer support team **over a dozen times**. Each time, I receive vague responses, telling me to wait for a resolution from the "right department." It feels like I’m talking to a brick wall. I’ve provided all the necessary information, yet I keep getting the same meaningless replies that do nothing to solve my issue.

I can't shake the feeling that I’ve been misled and treated poorly as a customer. It’s incredibly disappointing for a brand that I thought valued its customers. The lack of accountability and communication is astounding. I feel scammed and utterly let down by a company that should, by all means, care about its customers' experiences.

If this is how they handle customer complaints, I highly recommend thinking twice before placing an order. This is not just poor service; it’s anti-consumer behavior at its worst. Save your money and look elsewhere!

I bought a perfume from their UK website and i still haven`t received my order despite sending them several emails with no responce from the company.
I received a letter from Parcel Force today asking me to pay an extra £46.78 in taxes despite ordering from their UK website.
What happened to the Great house of Serge Lutens who`s products were revered worldwide.
What a shame, I urge everyone to boycott this falling giant until they restructure their entire company.

Same as most others. Ordered, paid for, not delivered, no response to e mails, contact requests, phone not answered. Tracking says item delivered! They simply rip you off. I wish I had read reviews prior to ordering. Just dont!

Placed order for Christmas gifts via online store (UK version .co.uk) on Weds 6th Dec. Est delivery 3-5 days via DHL. All UK taxes etc included in price.
Over two weeks later - no delivery, no update, no reply to multiple emails and contact via website form. No reply ever on the customer service telephone number.
Now too late for Christmas so I will need to find alternative, last minute gifts and then work out how to recoup the £295 that these idi0ts have already taken.
Judging by reviews on this site, this seems to be a common occurrence, so maybe I am the idi0t for thinking that buying from a well-known, high-end brand would be 'safe'.

I ordered a discovery set and two of the bottles arrived broken, I wrote to the customer service and with just a few hours they refunded the order.

What an utter disappointment with Serge Lutens!

I placed an order on 22nd September, my first order with this prestigious brand and I was so excited! On the website it said that orders are usually shipped within 48 hours; however, weeks passed and I never received any updates. I emailed their customer service a couple of times to ask for updates and received no reply. Yesterday I also left a message on their website, again, receiving no reply.
Today, 3rd October, I have received an automatic email saying: "This order has been cancelled AT YOUR REQUEST" with no other explanation. This is a ridiculous lie as I NEVER asked for my order to be cancelled, I simply asked for updates! Of course a refund also followed, but I am terribly disappointed as I was so looking forward to my first Lutens perfume...

Their customer service is simply non-existent. It's appalling that such a prestigious brand treats its customers with such disrespect. I am never going to attempt to order from them again and I will look for high-brand perfumes elsewhere.

Order has not been delivered after close to 4 weeks, and yet they have marked it as “fulfilled “. And for them that’s the end of the matter. All follow-up requests have been ignored. For their luxury prices what you get in return absolutely crap service. Avoid Serge Lutens at all costs

Same as other customers below. Ordered perfume (for $300!) and the DHL order shows that it was sent back to Serge Lutens, identified as a "dangerous material." DHL told me they did not do paperwork properly.
No answers to many polite emails and Facebook messages. They have effectively stolen $300 from me, and of course, ruined my Christmas gift for my wife. (This has been going on for weeks, since purchase on Dec 1.)
What a "luxury" nightmare.