Email on 1st September to say my order had been shipped. But the tracking showed it had been passed to the courier. Multiple emails saying its with delivery company (lies). Now 14 Sept today they said... See more
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Four emails later and they are still trying to find reasons not to let me return my order (wrong mascara). No way to return online. Return button on email is actually to rate the delivery. Someth... See more
Company replied
Received a bottle of Tresor as a gift and after opening it discovered it had been leaking, half empty. Messaged Lancome...no response. Phoned Lancome and gave them details, said they would look in... See more
Company replied
A great example of how to lose customers! Complimentary items delivered with an order were all broken and empty because they were poorly packaged. Would not provide replacements, but apparently their... See more
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Company details
Information provided by various external sources
Want to enhance your beauty routine? Explore our luxurious makeup, skin care and fragrance products at Lancôme.
Contact info
Sweet Fern Lane 3, 02816, Coventry, United Kingdom
- lancome.co.uk
1.5
Bad
148 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 95% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
If I could give zero I would
If I could give zero I would, diabolical company I’ve been a customer for 39 years, I recently bought a bottle of IDÔLE Parfum witch was £75 from boots at their counter I opened it as you would and used it, have had no problems before, but this sent smelt of nothing just water!! I took it back to boots the Lancôme lady thought I was mad unhelpful rude and abusive I didn’t want a refund just a real bottle of my perfume, Lancôme head office wanted a serial number which I could not read!!! And dates and times of me buying it WHAT HAS THST GOT TO DO WITH ANYTHING!!! They are the worst for customer service I will never buy here again!! AVIOD THEM They replied to me two months later asking for the same shit as before!!!! There is no serial number on the BOTTLE BECAUSE ITS NOT REAL!!!!
October 27, 2025
Unprompted review
Reply from Lancôme
Hi Maria, thanks for taking the time to leave a review. The customer service team will ask for certain pieces of information in order to investigate. All information is important so we can share the next steps to help resolve your case. We kindly ask that you reply to consumer care and if you're having issues with obtaining the information, sometimes taking pictures of the information is all we need. We invite you to respond back to the team and they will be happy to help.
Thanks
The Lancôme UK Team
Can I give 0 stars
Can I give 0 stars? Unfortunately if you wish to escalate a complaint (goods not received) they will give you a complaint number and then do nothing with it. Despite all attempts, this company is totally useless. Don’t believe customer ‘services’ as they are a total joke.
October 1, 2025
Unprompted review
I spent 400 dollars in one order
I spent 400 dollars in one order. one out of my 3 perfume of bottles was engraved tiny, awful! not legible. I contacted customer service. They are unhelpful! They said they can’t do anything about it. Awful response!
Non returnable because it was engraved.
How do they get away with this?
October 15, 2025
Unprompted review
Reply from Lancôme
Hi Denise,
Thank you for taking the time to leave a review.
Please note you have have left a review on the Lancôme UK Trust Pilot site. We invite you to leave your review on the US site.
Kind Regards
The Lancôme UK team
If you get a reaction, don't expect a refund.
I ordered a moisturiser and had a bad reaction. Contacted Lancome support for return and refund. They won't talk about refund until you give personal information (medical and work) about you and the reaction. Even if I was within the return window, said I don't qualify as product is opened - WOW! I gave info they wanted anyway and received no response. Disgusted with Lancome right now. I will file a complaint.
September 26, 2025
Unprompted review
Reply from Lancôme
We are sorry to hear about your experience. Our consumer care teams take reactions seriously and so would have asked for as much information from you to follow cosmetic vigilance protocols. We would like to look into your complaint further. Please could you send another email with the ref: 2909TrustPilot to allow our teams to investigate.
Kindest regards
Lancôme Team
waste serum waste of money
This serum is a complete waste of money. It caused breakouts every time I used it. At first, I thought it was my mistake, so I gave it another try after a month—only to experience the same acne issues again. Lancôme should not release products like this that cause acne and skin irritation. This serum is useless and harmful for people prone to breakouts. Avoid it!
July 31, 2025
Unprompted review
Reply from Lancôme
Good afternoon,
Thank you for taking the time to leave us a review and share your feedback.
We are genuinely sorry to learn about the reaction you experienced. We understand that such situations can be very concerning, and please be assured that your well-being is our utmost priority.
At Lancôme, we are deeply committed to formulating products with the highest standards of safety and quality. Our products undergo rigorous testing and adhere to all regulatory requirements. While we strive to create gentle formulations suitable for a wide range of skin types, we also acknowledge that individual sensitivities can occur, and even the most carefully developed products may occasionally elicit a reaction in a small percentage of individuals.
We truly understand how unpleasant and concerning this must have been for you. To provide you with the personal care and detailed assistance you deserve, we have a dedicated Consumer Care Team ready to listen and support you.
You can reach them by calling 0800 917 1842. They are available Monday to Saturday from 9am to 9pm and on Sunday from 9am to 4pm. We sincerely hope you are feeling much better since the reaction occurred.
We are eager to speak with you directly to understand your specific situation more fully and to explore every possible way to support you.
With our best wishes for your swift and complete recovery,
The Lancôme Team
I have been arguing with Lancôme for a…
I have been arguing with Lancôme for a refund of my foundation serum. The lid was faulty and exploded in my luggage during a trip. I had to throw products and brushes away. I sent them my receipt and they refuse to reimburse me. They are LAME!
June 25, 2025
Unprompted review
Reply from Lancôme
Good morning,
Thank you for taking the time to share your feedback.
To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.
We look forward to hearing from you soon.
Sincerely,
The Lancôme Team
False advertising from Lancome
Be very careful when ordering from Lancome. Despite having a parent company wealthier than most small countries, I was overcharged due to a faulty system which removes items from sale if you have a new customer welcome code. So I ended up paying for the privilege of being a new customer. If it wasn't for the sale, I wouldn't have even been on their site as usually it is way more expensive than others.
Reaching out to their customer services, I received several emails which hadn't understood my original complaint and then finally one which said they understood my frustration and their system is at fault but they wouldn't be giving me any further gestures of goodwill. The only gesture I received was to be charged more than I had intended to pay all along. Awful, greedy company. Will never order from them again.
June 18, 2025
Unprompted review
Reply from Lancôme
Good afternoon,
Thank you for responding to your email and for taking the time to share your feedback with us. We appreciate you bringing this matter to our attention.
We've carefully reviewed the terms and conditions of the offer you redeemed and can confirm that the promotional codes are not designed to be combined. In this instance, since the item was already discounted, adding the "Welcome" offer replaced the original discount with the discount associated with the welcome offer.
We understand this may have been confusing, and we sincerely apologise for any disappointment or inconvenience this may have caused. We've already notified our brand team to review this and ensure that all future deals and offers are communicated with greater clarity to prevent similar situations.
Thank you for your understanding.
Sincerely,
The Lancôme Team
Great but very expensive
I have been using Absolute rich cream for 18 months and it is by far the best face cream I have ever used. I am 63 and what I do to maintain my skin health and appearance matters. However, the product is quite expensive, even when just purchasing a refill.
June 29, 2025
Unprompted review
Reply from Lancôme
Good morning,
Thank you so much for your outstanding 4-star rating of Lancôme - we truly appreciate your support and are thrilled to hear that you found our products to be so good for your skin!
At Lancôme, we really strive to provide our customers with the best possible experience, ensuring they receive top-notch products that meet their expectations. Your kind words and positive feedback are a great motivation for our team to continue delivering exceptional skincare.
Should you require any further assistance or have any questions, please feel free to reach out at any time. We would be more than happy to assist you.
Thank you once again for choosing Lancôme.
Warmest wishes,
Team Lancôme
If I could give this no stars I would!
If I could give this no stars I would!
I placed an order online on the 17th June and a large sum of money was taken from my account. Two days later I received an email from DPD stating that there was a problem with the delivery, but that they would update me within 24hrs. I have heard nothing since and there have been no missed delivery attempts either. Having waited a further 5 days I phoned the Customer Service Team at Lancôme and was promised an email updating me within 24hrs, again nothing received. Phoned again today to be told there’s nothing that can be done and that I have to wait until the 1st July to see if delivery is made. If not they can then look at either refunding or reissuing the products. Having looked now at other reviews I can see that this is a regular problem and instead of addressing this directly with DPD, Lancôme continue to make their customers suffer. An extremely poor customer experience!
June 24, 2025
Unprompted review
Reply from Lancôme
Dear Ruth,
Thank you for sharing your feedback. We truly appreciate you taking the time to let us know about your experience.
We understand how frustrating it is to encounter delivery problems, especially with a Lancôme order you were looking forward to receiving. We sincerely apologise for the inconvenience and disruption this has caused you. We know it's not just about the product, but also the excitement and anticipation that comes with it, and we regret that this experience has been marred by these delivery issues. Your feedback is invaluable to us, and it helps us identify areas where we can improve with our delivery partners and ensure a smoother experience for everyone in the future.
We're already actively addressing this with the courier company and are working hard to minimise the chances of similar issues occurring again.
We value your understanding and loyalty to Lancôme nd are truly sorry for the disappointment this has caused. We hope that despite this experience, you'll continue to enjoy our products.
Warmly,
The Lancôme Team
My order more than 7 days late.
My order more than 7 days late.
Actually until now lancome still doing nothing with my order.
I call costumer service and they do not have any solution.
June 12, 2025
Unprompted review
Reply from Lancôme
Good morning,
Thank you for taking the time to share your feedback about your recent experience with Lancôme.
Since this platform if for our customers in the UK, for the quickest and most effective support, we recommend contacting the team in your country of residence.
Thank you again for contacting us. We trust your local team will be able to provide you with the assistance you need.
Sincerely,
The Lancôme Team
No protection at all of my ordering…
No protection at all of my ordering products.
And received damaged, broken bottle.
Bad services too. Never buy their products
online!!!!!
June 2, 2025
Unprompted review
Reply from Lancôme
Good morning,
Thank you for taking the time to share your feedback.
To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.
We look forward to hearing from you soon.
Sincerely,
The Lancôme Team
Broken 3.4 fl Oz bottle. They won't exchange it. Best they can do is coupon for next purchase....
Update: This review is for Lancome USA. I haven't received any email whatsoever regarding this issue.
I ordered a La Vie Est Belle L’Elixir Mother’s Day Gift Set for my birthday, which is on the 22nd of May, and I received today. The main parfum bottle is cracked. I contacted customer service and they said "I understand that this was a gift, however, based on the picture you provided, the product still looks intact and can be used perfectly fine. Unfortunately, this was escalated, and a supervisor already denied the request for compensation. Again, I sincerely apologize for the inconvenience. The only thing we can offer at this time is a promo code to use on your next purchase". Who wants a brand new broken bottle of expensive parfum for their birthday? They ruined my shopping experience for my birthday. What was supposed to be a nice gift ended up being upsetting. They offered a coupon for next purchase. Who says that I want to keep buying after this? Unacceptable. I asked to escalate and the supervisor declined my claim. I wanted to exchange the product or some kind of compensation after receiving a brand new cracked 3.4 fl. Oz bottle. The experience is the luxury feeling. Having a broken bottle from the moment I opened the box makes me feel so bad. They are just awful.
May 19, 2025
Unprompted review
Reply from Lancôme
Good morning,
Thank you for taking the time to share your feedback about your recent experience with Lancôme.
Since this platform if for our customers in the UK, for the quickest and most effective support, we recommend contacting the Consumer Care Team in your country of residence.
Thank you again for contacting us. We trust your local team will be able to provide you with the assistance you need.
Sincerely,
The Lancôme Team
I placed an order with Lancôme 1 week…
I placed an order with Lancôme 1 week ago and DPD can't delivery because of damaged parcel . I’ve send 3 emails no answer , contacted customer service multiple times, they are gonna refund still nothing.
I have wasted so much time chasing this. Zero support, no product, no refund. Honestly, I expected so much better from a brand like Lancôme. Never ordering from them again and please refund my payment back. This is the first time I have come across a French brand with such bad customer service.
May 13, 2025
Unprompted review
Reply from Lancôme
Good morning,
Thank you for taking the time to leave a review about your recent order. We were very sorry to learn that your parcel arrived damaged and couldn't be delivered. We understand this is frustrating, and we sincerely apologise for the inconvenience this has caused.
We've looked into this for you and confirm that your refund was issued on May 13th, 2025. Our Consumer Care Team also sent you a confirmation email on May 14th, 2025 (two working days after your initial contact), explaining that it can take up to 15 working days for the refund to reflect in your account, depending on your bank's processing times. For your reference, your case number is 11302188.
If you have any further questions or if the refund doesn't appear in your account within the 15 working days, please don't hesitate to contact the Consumer Care Team, quoting your case reference number.
Once again, we apologise for the damaged and any trouble this has caused. We value your business and hope to provide you with a much better experience in the future.
Kind regards,
The Lancôme Team
I recently visited the Lancôme counter…
I recently visited the Lancôme counter in John Lewis Oxford Street.
The lady I saw was so helpful - helped me decide on new make up and chatted through lots of options.
I’ve had lots of what feels like poor service from make up counters, this was a breath of fresh air, thank you!
April 27, 2025
Unprompted review
Reply from Lancôme
Good evening,
From all of us at Lancôme, a huge thank you for your wonderful 5-star rating! We're absolutely delighted to hear you had such a positive experience in our store. It truly means a lot to us.
At Lancôme, we're passionate about providing every customer with the highest level of service and the most exceptional beauty products. Your feedback is invaluable, and it inspires our team to continue exceeding expectations. We'll be sure to share your kind words with the in-store team – they'll be thrilled!
Your loyalty to Lancôme is deeply appreciated. Thank you for choosing us and for sharing your positive experience.
Warmest wishes,
The Lancôme Team
★☆☆☆☆ Extremely Disappointed
★☆☆☆☆ Extremely Disappointed – Avoid Ordering Online
I placed an order with Lancôme two months ago and have still not received it. I’ve contacted customer service multiple times, and every time they just say, “We’ve escalated it to our upper manager.”
First, they claimed the order was shipped but couldn’t provide a tracking number – which doesn’t make sense because Australia Post always provides tracking. After many follow-ups, they said they re-sent the order – again, no tracking number and still nothing delivered.
Now it’s been three more weeks, and I asked for a full refund. Their response? “We can’t refund you – we’ll escalate it again.” It’s just a never-ending loop of excuses, no resolution, and no accountability.
I’ve wasted so much time chasing this. Zero support, no product, no refund. Honestly, I expected so much better from a brand like Lancôme. Never ordering from them again.
March 1, 2025
Unprompted review
Reply from Lancôme
Good morning,
Thank you for taking the time to share your feedback about your recent experience with Lancôme.
Since this platform is for our customers in the UK, for the quickest and most effective support, we recommend contacting the team in your country of residence.
Thank you again for contacting us. We trust your local team will be able to provide you with the assistance you need.
Sincerely,
The Lancôme Team
I had a wonderful experience at the…
I had a wonderful experience at the Boots department store in Dundrum Town Centre, Dublin, on Friday, April 4th, 2025. The Lancome representative was exceptional—warm, friendly, and approachable. She took the time to listen to my concerns and offered personalised advice, carefully considering my skin type and needs. What stood out most was her thoughtful approach; she didn’t push Lancome products but instead suggested alternative options that were more suitable for me. In a world with so many choices, her expertise made all the difference. When I left the store, I felt confident, refreshed, and excited about the transformation my skin is about to undergo. It was truly a lovely shopping experience! Thank you Lancome - I can see the difference already.
April 4, 2025
Unprompted review
Reply from Lancôme
Good evening,
From all of us at Lancôme, a huge thank you for your wonderful 5-star rating! We're absolutely delighted to hear you had such a positive experience in our store. It truly means a lot to us.
At Lancôme, we're passionate about providing every customer with the highest level of service and the most exceptional beauty products. Your feedback is invaluable, and it inspires our team to continue exceeding expectations. We'll be sure to share your kind words with the in-store team – they'll be thrilled!
Your loyalty to Lancôme is deeply appreciated. Thank you for choosing us and for sharing your positive experience.
Warmest wishes,
The Lancôme Team
Flutter Mascara do not use!
I did as requested below maybe foolishly assuming that in contacting Lancôme’s customer support they would offer me a replacement product to retain my brand loyalty. I rang and was told they would just like me to complete a questionnaire to support their QA process. And they do not offer any recompense. Ok so thank you for wasting my time, now a
Poor product experience is a poor customer support experience will result in me moving brands on principle after decades of use!!
I am a loyal Lancome customer for many years. I have used the mascaras consistently. I have been using Idole for the last couple of years and love it but have recently purchased the new Flutter and it’s appalling. What a total waste of money it bleeds out onto my upper and lower lids. I have persisted now for a couple of weeks nothing else in my regime has changed only the mascara. It’s appalling don’t waste your money and now put me off the brand. I tried to return via the retailer not interested as clearly I have used it.
March 26, 2025
Unprompted review
Reply from Lancôme
Good morning,
We appreciate you taking the time to provide us with the additional information.
We're genuinely sorry to hear that your experience with our Flutter Mascara wasn't satisfactory. We understand how frustrating that can be.
To help resolve this, we recommend contacting our Consumer Care Team at 0800 917 1842. They're available Monday to Saturday from 8:00 am to 8:00 pm, and on Sunday from 8:00 am to 3:00 pm. They'll kindly ask you a few questions, and if you could please share your proof of purchase and a few other details, they'll be happy to find a suitable resolution for you.
Your feedback is valuable to us, and we'll be sure to share it with the brand team. We appreciate you bringing this to our attention.
Warmly,
The Lancôme Team
Poor practice Placed an order for a gift set at buy…
Placed an order for a gift set at buy one get one free… told out of stock within a day… now it’s only 25% off it’s reappeared…. A big con !!
Just excuses no intention of making things right so very poor!
March 10, 2025
Unprompted review
Reply from Lancôme
Good afternoon,
Thank you for taking the time to contact us and share your feedback. We sincerely apologise for the inconvenience caused by the unavailability of the items you were looking for.
We understand your disappointment, and we appreciate you bringing this to our attention. High demand during special promotions can sometimes lead to temporary stock shortages of our most popular products, even within the same day, as our distribution centre works diligently to process orders. We strive to maintain consistent availability and are always working to improve our processes to minimise such occurrences.
Your feedback is invaluable to us, and it will help us enhance our services and better meet customer expectations in the future. We truly appreciate you sharing your experience with us.
Thank you again for your understanding.
Warmly,
The Lancôme Team
Lies, lies lies!!!
You have twice promised me a refund on the amount I was overcharged (please see my other reviews of Lancome). I have still not received a refund, the first reply from yourselves offering a refund was over 6 weeks ago. What do I need to do to get my refund? Everytime I contact your customer service department they claim to know nothing about the refund despite you responding twice on this site saying you have arranged it. Lies, lies lies!
In response to your reply I have not received any emails from your customer service team. Without the email I would very much doubt that the refund is on its way either. To be clear to anyone reading this review you stated in your reply in December that you were issuing a refund and still nothing. Please could you get your customer service team to send me an email confirmation. I will leave another review in another 14 days when I have still not received a refund. As said in the title lies lies lies!
January 26, 2025
Unprompted review
Reply from Lancôme
Good morning,
Thank you for your review.
Our records indicate that your refund was issued on January 22, 2025. The Consumer Care Team has sent you an email confirmation, including your case reference number 10749180. Please note that it can take up to 15 business days for the refund to reflect in your account, depending on your banking institution.
For any further assistance or questions, we encourage you to contact our Consumer Care team directly. As your case is already documented, contacting them will ensure the most efficient and timely resolution.
Kind regards,
The Lancôme Team
Lipstick of my Dreams
L’Absolu Rouge Cream it stays put for hours, fades beautifully, and makes me feel instantly polished no matter the time of day. Worth every penny!
January 16, 2025
Unprompted review
Reply from Lancôme
Good morning,
Thank you so much for your wonderful 5-star rating of Lancôme. Your positive feedback means a great deal to us.
At Lancôme, we are committed to providing our customers with the highest quality products and a truly exceptional experience. Knowing that we've met your expectations is incredibly rewarding and motivates our team to continue delivering outstanding skincare and service.
If you have any questions or need further assistance in the future, please don't hesitate to contact us. We're always happy to help.
Thank you again for choosing Lancôme.
Warmly,
The Lancôme Team
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