Lancome Reviews 350

I’ve been a loyal Lancôme customer for years, but my recent experience has been incredibly disappointing. When my order went missing with the courier, I expected at least some level of support or accountability from Lancôme’s customer service team. Instead, I was met with delays, scripted responses, and absolutely no sense of urgency to resolve the issue.

I’ve now been waiting far longer than reasonable — first for the courier “investigation,” and now for a refund that should have been processed immediately once it was clear the package was lost. I’ve contacted customer service multiple times, and each time I’m given vague timelines and no real resolution. It’s frustrating to feel like a loyal customer’s time and money don’t matter.

Lancôme is a premium brand, and I expected a premium level of care. Unfortunately, this experience has made me rethink purchasing directly from them going forward. I hope they review their customer service processes because right now, they’re falling far below the standard customers deserve.

It took over two weeks for my items to come even though expedited shipping was chosen.
I received a product with a date code that was made almost two years ago. LANCOME said they can sell a product that was made up to 3!!! Years ago. They have changed packaging since then so I knew the mascara was old. How can I be ordering straight from the source and it’s old?!
LANCOME customer service has been an absolute joke, not helpful at all and told me I could pay to send the product back to them.
What a disgrace. Have been using this mascara or a version of it for close to 20 years. This will be my last.

Every time I have had a question, it takes the customer service reps 3x the normal amount of time to answer my question. They must not read my initial question carefully, just spitting out random rules, or are too stupid to comprehend a nuanced question. I got a message that my loyalty status was going to drop from platinum even though I earned 7080 points in 2025. One rep said I have to keep 6500 points in the bank and not redeem them, but the website literally says "My Lancôme Rewards Program members start at the Rose Gold tier and will qualify to move from Rose Gold to Gold tier after accumulating at least 2,000 points; to Platinum tier after accumulating at least 6,500 points and to Exclusive tier after accumulating at least 20,000 points from date of enrollment through the end of the following calendar year. Once you qualify for a Benefit Tier, your status is good until the end of the following calendar year. You must requalify for your Benefit Tier at the end of the following calendar year to maintain your status, otherwise, you will revert back to the Rose Gold member tier." I.e. once you earn a tier, you get to keep the tier into the next year, needing to re-earn points the next year. The rep via chat was wrong.

So I called customer service. The first person answered with garbled loud talking and background noise. So I hung up and called again. The second person answered with a strong Indian accident and despite asking her to repeat her question four times, I couldn't understand her. Eventually I could tell she was asking me why the system wasn't working correctly. I was like, "I don't know, that's YOUR problem!". I have been on hold for 18 minutes. Fricking ridiculous.

Order Number LACA802804
returned to them following their procedure this was weeks ago and no refund of £121
they asked for the tracking ID which i didn't and should not be expected to have, the onus is on them to run their brand correctly, what a disgusting business to steal £121 from a customer!!!

I wish I could give negative stars.
I have a faulty bottle of their perfume that’s brand new practically and willing to send it back to them, but because I don’t have the receipt (who keeps receipts??) they won’t accept it. I’m just asking for it to be replaced. I’m not wanting a refund. They obviously care 0 about their customers

I just wanted to buy my wife a birthday present 3 weeks ago and it’s been 2 weeks of back and forth with customer service with no resolution. 2 days after receiving my initial order confirmation, Lancome sending me an email stating my request to cancel my order has been processed.
I found out that it was the actual warehouse that had cancelled my order as ‘something’ was out of stock, I was informed after I enquired. In which it was the promotion that the ‘code was accepted in my cart’ was over allocated to orders. I could put the paying product into my cart in a new order so I knew it wasn’t the actual paying product out of stock.
Then when my refund was issued 3 days later, my free birthday gift which was in the cancelled order went back onto my account but I was unable to apply this to my cart.
I have contacted customer service and opened 4 enquiry jobs in 3 weeks. In which twice customer service transferred the job investigation to the loyalty team and once to the I.T team.
I did not receive any updates.
I had to follow things up and I kept getting the same ‘we are working on it’ answers before either they closed the job or I contacted them. Then had to reopen another enquiry.
The latest is that this job has been with the IT team for 9 days with still no resolution. The amount of wages it would cost the IT team to investigate as to why I cannot apply my simple earned gold birthday gift to my cart would pay for 100 birthday gifts. This would have to be the most unprofessional frustrating and disheartening company I have ever dealt with. Its obvious customer service are prolonging this until my birthday gift expires.
I have worked in customer service for 20 years and a warehouse manager for 10 years and we never allocated orders and took payment if we didn’t have the stock to fulfil the orders.
This only leads to confusion and distrust by the customer.
This company sounds like a mess between customer service and warehouse and I’m very sad that I couldn’t just purchase my wife the cream she wanted.
She loves this product.
After last year buying her the advent calendar and numerous other products. She got to enjoy your products. What’s happened Lancôme as I see so much bad feedback on social media and reviews, most are complaining about same situation that I’m in.
They have found no resolution so had to resort to venting their frustration on social media.
I’m sure you must not want Lancôme to lose customers do you?
Very disappointed

I placed an order on the Lancôme website on 21 October, after receiving a promotional SMS with the following message:

“MY LANCÔME REWARDS EXCLUSIVE: 14-PC Gift when you spend $95+ on your next Lancôme Order. Hurry, while stocks last. SHOP NOW”

I took advantage of the offer and spent $220, expecting to receive both the items I purchased and the promotional gift set as advertised.

To my surprise, when I checked my order status a few days later, I found that my order had been cancelled, with no notification by email, SMS, or phone call. Absolutely no communication whatsoever.

I tried to resolve the issue through live chat, waited for over 30 minutes, and no one ever responded. Because it was Sunday, I couldn’t reach anyone, then called on Monday, only to be told that “there was no more stock”, and that they had simply cancelled my order, promising a refund within seven days. No apology, no goodwill gesture, nothing at all.

I found this attitude extremely disrespectful and disappointing. I have been a loyal customer for many years, frequently purchasing makeup, perfumes, and skincare from Lancôme, and I expected far better service and transparency from such a renowned and expensive brand.

My order was cancelled without any notice, I was left completely uninformed for almost a week, and the customer service provided was cold and ineffective.

This experience has been deeply disappointing and has made me reconsider my trust in the brand. I’ll never buy anything from them again.

I recently bought Lancome Idôle online that has freebies but they forgot to send it along with the order. They reach out to me first about my freebies and send it separately. I’m happy with my purchase.

I’m extremely disappointed and frustrated with the experience I’ve had with your customer service. I placed an order in early September and when it was delivered, the actual product was missing — only the sample item was inside the box.

I’ve spent weeks trying to resolve this. I emailed and called multiple times, providing everything requested: photos of what I received (though I no longer had the box — who keeps rubbish packaging for weeks?), and the tracking number. Despite this, I’ve received no helpful response or resolution.

Last week, I called again and requested a refund, only to be told I need to contact Australia Post — as if they could somehow confirm what was (or wasn’t) packed inside the box? That’s your responsibility, not the courier’s.

What’s worse, I’ve been a loyal Lancôme customer for years. But after this experience, I no longer want anything to do with your brand. I simply want my money back. And the irony? At the end of each call, your customer service asks, “Is there anything else I can help you with?” — even after saying “There is nothing I can do for you” at the very beginning of the call.

This has been incredibly disappointing, and I expect a full refund — no more excuses.

Despite calling on two separate occasions to confirm when my refund would be issued, I have yet to receive a response. As I have never experienced an issue like this before, I hope it can be resolved soon. If not, I will be forced to contact the NSW Fair Trading or the Australian Competition and Consumer Commission (ACCC) to file a formal complaint.

I’d rate Lancone a 0 if it was an option. Wouldn’t issue a return label (within 30 days/ kept saying emails weren’t going through. Wouldn’t send me one by mail). Recently I received an order for an item I didn’t even order! Again, cannot generate a return label.

Have spent alot of money on Lancome products at Macys or their own website..
Getting their product online is a disaster..
Went to their personal website..Bought 2 Lip liners on sale for $30..each..Then a undereye concealer (2) for $35.00 and a LANCOME Stick concealer with brush on the bottom.($50 each).(2) Read mostly rave reviews..They don't often print the negative..Total bill about $225.00 plus tax..Lip pencils so old they broke several times when i tried to sharpen..The concealer sent was 2 shades darker than I ordered on light skin..Looked like a tan..
Could not use..And the expensive concealers were so heavy pigmented.
So surprized how the quality of their products have gone downhill..These were specials sale items...I sent them pictures..Did not refund any of my money..
Have spents hundreds on the products prior..Will not order from them again...

I use Lancôme Teint Idole Ultra Wear foundation. I put it on in the morning and never have to reapply. I do body toning and Zumba, sweat and my foundation does not come off on my towel. I have been using this foundation since 2024.

Good quality products. I use Lancome perfumes, mascara and a face recovery serum, and I like all these products. But I by them at Macy's, so I have no experience with their online store.

I love Lacombe products color, texture, skin protection. I’m 90 and get daily compliments on “you don’t look 90! . You look more like 60-70. I do think products are too expensive especially the creams. Thank you for stabilising the ordering process and for discontinuing the cranky, hypersensitive young/ old man. I’ve used Lancôme fifty years.

They haven't acknowledged my claim for receiving a broken bottle 3.4 fl oz bottle for my birthday.

For starter, the website is not functioning properly, I received a 404 error more than once. Also, the customer service people sounds helpful on the phone but no follow through. Lancome sent me the wrong color foundation and I called. They said they will sent a replacement. After a week I called them and the customer service said there was no record of replacement on that order, and promised to resent. This time I received an email. When I looked at the tracking they sent me, it indicated the item will not be pick up until 5/29. A whole week later than they promised to send it out. So beware of what Lancome tells you.

The WORST customer service! Making a return is an extremely lengthy process, they do not like giving a refund and make you wait weeks to return funds. I purchased on behalf of my son who was going to give me the money back, but in the interim he passed away. I returned the goods because I could not afford them, I am still waiting for a refund, leaving me in financially stretched on top of the pain of my loss. I contacted c/s and all they had to say is they need 14 days to process a refund. They made me wait 2 weeks and many phone calls to even start the refund due to a problem on their side. Not a nice company and as much as I like some products I won't ever buy again.

I ordered foundation for the first time. It was the wrong color. I admit I should have gone to a counter concierge. However, I went online and the website didn't work. Called customer service and they sent me an email to print a label - it stated it didn't recognize my email or my order number although they sent me the email and my order number was input correctly. I'm so frustrated with this company I'll go back to Estee Lauder from now on. I'm probably out $57.00 since they've made it impossible for me to return the item within the one month period of time. I expected excellent customer service. What a let down this experience has been.

I received an email this week that I had points expiring on Lancome.com. I ordered 3 full price products, about $270. There was no way to use the points. Apparently you cannot just "take them off" the bottom line of an order, they have to be used for a particular product of a value less than the point value ($10.20 which doesn't buy anything on Lancome.com)

But undaunted, I checked my emails for promo coupons. I receive an email nearly every day from Lancome! I had 2 emails in the past 48 hours offering 25% off "Site Wide" for code BLOOM. I tried to apply it. "Code is invalid". grrr. I started a chat thinking it must be a bug. 30 minutes later, Jahdai would not honor the 25%. He offered if I placed the order they would credit me back 25% but only on 2 of the 3 products. He said I had nothing in my cart I could use my points for.

GRRRRRR!

1 STAR BABY.

This isn't the first time. I think every coupon I have ever tried to use at Lancome has been denied. It's a bait and switch.

I was amazed to see they average 1.6 stars. That might be the lowest rating I've ever seen for a consumer products site.

That this company, with the most expensive, overpriced cosmetics in the world (?, at least in MY world) would not honor a code it send 2x in the past 48 hours boggles my mind.

Jahdai, I hope your bosses pat you on the back for providing such terrible customer service. You might have saved the company a few dollars. But my abandoned $270 cart earned them nothing. 25% of NOTHING is NOTHING!