Guerlain Reviews 253

I went to the Leeds guerlain in flannels and the customer service was amazing. Mandy was amazing and helped us pick out an amazing shade of lipstick. She was polite, welcoming and gave us a great service.
Definitely will be back again. Thank you

Quality product and my order was delivered on time!
What more can you wish , thanks Guerlain!

Very disappointing experience with the official Guerlain online store.

I purchased a compact powder online and used it only once for the sole purpose of checking the shade. The return request was submitted within the return period specified by the store's policy, yet it was rejected because the product showed signs of use.

When purchasing cosmetics online, testing the shade is often the only way to determine whether the product is suitable. Despite explaining the situation and requesting an individual review of my case, no alternative solution or goodwill gesture was offered.

From a luxury brand, I expected not only high-quality products but also customer service of the same standard. Unfortunately, my experience with the after-sales support was extremely disappointing.

While I appreciate the quality of Guerlain products, this experience has significantly affected my confidence in purchasing from the brand online in the future.

Excellent service at the Flannels Fosse Park store from Lola and Muna. Nothing is too much trouble for them helping me find the right products for me and gifts for other people

I purchased 2 x items from Stansted airport counter. ‘Colour matched’ skin tint and foundation by Guerlain counter assistant. Opened my items when on holiday to find that they were completely wrong . I can improvise with the foundation and mix with a lighter one to adjust the shade, however the skin tint is so far from my natural skin colouring I would not even attempt to inter mix, I think the assistant must have picked up the wrong shade out of the drawer, as even once I got a suntan, the tint is still incredibly dark. I have been advised that I can’t return and that I should use the online colour match tool next time. Absolutely appalling customer service. I trusted the counter assistant and now I am out of pocket.

I recently ordered two 20ml Angelique Noire sprayers. Within an hour of delivery to the Canada Post community postal box my husband retrieved it and, from the garage, sent me photos of the disaster that arrived.

The box itself was in its expected form and condition except for a wet corner. Upon opening it he found out why. Within minutes I called Guerlain who sent me an email to respond to with photos of what arrived.

At this point the direction expected would be to dispose of these damaged contents and a new shipment would be dispatched. But, I'm okay with protocol because people do 'stuff' -- you just don't expect that 'stuff' to come from the product side ... this gets stupid and crooked fast.

I was fine with returning just provide packaging and label that could be shipped. It took 3 calls and two emails to get a label, only.

Now, Canada Post is Guerlain's carrier -- and Canada Post has rules, which are actually LAWS -- and Guerlain knows how to conduct business.

So, imagine my surprise when instead of a label I get an email from Guerlain with the 'we are so awesome, we are opening a Canada Post claim on your behalf' -- what the actual criminal game is this? and no way is my name attached to anything so outrageously false!

I wrote immediately that it was very clear that Canada Post delivered an intact box and the issue was entirely Guerlain's and I was not okay with filing a FALSE claim (and they do this knowingly!) or having anything to do with the problems they have on their end.

They tried to make their problems become my pain.

So when I get a label it CLEARLY STATES I CANNOT SHIP THE BOX AND CONTENTS.

I reply with a screengrab of their own label with a screen grab of their own carriers rules to follow and today get a total word salad PR the is summed up as: 'do it anyway or you get nothing' -- and of course I will absolutely not because Canada Post will not accept it unless I LIE WHICH I WILL NOT DO.

So, I sent them a list of all the laws they were breaking -- across all the consumer protection, transportation of dangerous goods, insurance fraud, and other relevant domains -- and within 5 minutes an email was received with my name misspelled indicating a refund would be made.

I've been sharing the pics and emails online and will be reporting it to all concerned parties.

Have been using Guerlain for a couple of years and have noticed that their eye cream is not as full as it should be. I recently purchased another jar and it has significantly less product. Upon emailing Guerlain they asked for proof of purchase, photos etc., only to reply that the product is still effective and it may have lopsided during transportation. Do they actually think people are idiots?! Not to mention the shape of the jar makes it difficult to access the last bit of product that sticks to the grooves.

Greetings,

I am writing to formally raise a complaint regarding the unacceptable delay in processing my refund.
It has now been over three months since I returned the item and was assured that a refund would be issued. Despite multiple attempts to resolve this matter, I have yet to receive my money or a clear explanation for the delay.

This situation is extremely disappointing and falls far below acceptable customer service standards. I must insist that my refund is processed immediately.

Please be advised that if I do not receive confirmation that my refund has been issued within 7 days of this email, I will have no choice but to escalate the matter further. This will include filing a formal complaint with the relevant ombudsman and pursuing any additional action available to me.

I hope this can be resolved promptly without the need for escalation.

I look forward to your urgent response

Orders reference - 12247941,12241712,12255566

Thanks & Regards.

Worst customer service ever and most inefficient service. I bought the mirrored lipstick at Christmas, 2 weeks later the lipstick broke. All Guerlain counters refused to fix the issue and instead advised me to contact their online customer services platform. I contacted them early Jan and have been sent round in circles with no actual fix. It’s now April and I’ve not had a reply from them since early March. Do NOT invest in their products, they’re scam artists. Happy to take your money but no customer service to match up to their ‘premium’ brand. Buy from Chanel, Dior, Prada and V.Beckham for elite products and service

Placed an order as a gift gor my wife, which wad canceled 2 days after confirmation. This item says in stock but they emailed me days ago saying my order was canceled because the item is out of stock.

Shocking service and it seems I'm not the only one!

Keep away...

Ordered a gift for my sister. DPD said 'sorry we missed you' but they didn't attempt delivery (i have security cameras). Another text from DPD the following ay saying 'sorry we missed you' then another text stating that my item was being returned to Guerlain! Left 2 voicemails on the 'customer services' number. No one called me back. Sent about 5 messages through the Guerlain website. Only 1 reply saying my order was with DPD when it wasn't, it was on its way back to Guerlain! Zero customer services. Waiting for a refund now......otherwise I will contact my bank to recover the money. Very disappointed. Will never order from them online again. Had to buy a different birthday gift which was hugely disappointing as I wanted the Guerlain item

I got an email stating the sample I ordered was not available. I immediately wrote back to ask if they could just substitute it. No answer. Then when I got the order no sample. I emailed them again and of course no response. REALLY bad customer service for such a luxury company!

The Tobacco and Honey formule has been changed. Its mostly just a sweet smell - no ‘tobacco’ which made it distinctive. Not recommended.

I went with high hopes to find their beautiful brush for the Meteorites. It was a large brush with a gold handle in a beautiful golden holder. They do not make it anymore. Instead they make a tiny round brush in black plastic. So disapppointed !

You would expect that, given the prices you pay for Guerlain fragrances, the service would be far better than this. I ordered several perfumes online with engraving, and the whole experience was disappointing.
The packaging was a mess when I opened it. One of the engravings was barely visible - why even offer that colour or wax option if the result is so poor? They also packed the perfumes into the wrong boxes, and the seals looked as though they’d been reattached carelessly.
They later sent me a review request, which I completed. They replied saying they would “be in contact to discuss the issues.” Did they follow up?
Of course not.
I’ve always loved the Guerlain fragrances I’ve bought previously from boutiques, but this experience has definitely made me reconsider buying more. Once they have your money, the level of service they promise seems to disappear entirely.

Customer service absolutely shocking and rude!
Sent me out a used scratched lipstick case and wouldn’t refund me or send me a replacement, tried saying I damaged it myself.

I made an order for Ciur Beluga on their UK site. Checkout went as usual from other online purchases, with my bank app asking me to verify the purchase during checkout, me verifying it, and the order being confirmed, with my bank account being charged 300 pounds.

I get a confirmation email from Guerlain saying "We are pleased to confirm your order." (Wow, how nice!) So I assume everything was fine. No reason it wouldn't be since I constantly make online purchases and never face issues.

The next day I get an email saying "We are very sorry but your order has been canceled". No explanation by the way. My bank account still shows I am down 300 pounds.

I have to call customer support and eventually get told there was an "issue with the card" (I've since read online that Guerlain uses some shady 3rd party called "Cybersource" to process payments, and that they "arent responsible" themselves. Whatever that means...), and that I should try to order via PayPal this time. They also claim that my card wasn't debited, even though I can clearly see in my bank that I am down 300 pounds.

Anyways, I place an order again right after the call, this time via PayPal as suggested. Everything looks smooth, I have checked out with PayPal many times before, and never had an issue with them. I get the confirmation email again, my bank account gets charged another 300 pounds, whatever.

The next day I get a cancellation email, once again. I don't know what to say at this point. I know its not an issue with me because I've made several purchases before this, with the same card directly, with PayPal, with Klarna, whatever, with ZERO issues on other sites. I have even since made further purchases, again with the same card, with no issues.

I found the Ciur Beluga on another site now and purchased it from there instead.

Hopefully my 600 pounds worth of cancelled Guerlain website orders return to my account soon, that's all I can say. Again, I have not had any sort of issues like this since I don't know... the early 2000s?

Absolute horrible and possibly fraudulent activity (you can't charge someone AND claim the payment failed AND cancel their order) from Guerlain and Cybersource

Excellent service. Next day delivery. Beautiful fragrances. Shopped here many times and always had a perfect experience.

I ordered a perfume from Guerlain that arrived damaged due to poor packaging and shipping. I refused to accept them shipping out a new order in fear for the same thing happening again. I asked for a refund and their internal team had me wait while they investigated the matter even though I was not at fault. I am still waiting!
Their customer service is horrible!!!! Do not order online!! It's better to get your product from an authorized seller. This has turned me off from the brand completely!

Congratulations on losing another customer who has been loyal for a decade.
Used samples sent to me, delayed responses from customer service taking over a week to come back.
No attempt to resolve the issue or keep a customer - well done Guerlain, you just lost a customer to your competitor where I will be buying my skincare and fragrances from now on.