Lancôme Reviews 

Tried ordering a perfume 3 times, only to have order partially delivered. 2nd attempt, parcel was left outside in the rain to be damaged, told on the phone that I would be refunded and to re-order, but have still not received my refund. Provided cctv evidence to them, but they are still refusing to give the refund they promised on phone call. Never again would I order through this company. Should have read Trustpilot reviews before ordering from them

Update - Since the automated reply from Lancome on Trustpilot, I filled out the form they asked for, but I've not heard from them since. Typical customer service from this company!! Still waiting for a refund, which will probably never come

Ordered at the start of December as a Christmas present, it is now 30th of December and nothing!

I emailed and texted the “agent” they ignored my questions told me it’ll take “15 business days” and closed the chat, I was getting ignored by this person.

This company is a joke a deserves the hate because it’s awful. Lost my package in their own warehouse… thanks lancome

Never ordering ever again!

Would have given this company no stars if possible. Ordered a gift for my daughter’s Christmas present with 3-5 days for shipping but have still not received my order. When I contacted the company they said they haven’t sent it yet and if I looked really closely at the small print they could have up to 14 days to send it. They wouldn’t refund me or cancel the order and wouldn’t let me speak to anyone in authority that could help me. My daughter now doesn’t have a present and I don’t have the money to replace it. Terrible customer service and will never buy anything from them again.

It was black friday and Lancome was giving out 30% discount. During the check out, an app I have installed on my computer applied a discount code, but of 15% only. I just realized a few minutes later. Tried to cancel my purchase immediately from the website, but it does not give you that option. Called the customer service and they said they can't cancel, that I could return items after receiving it. That's what I did. Schedulled with Royal Mail to collect my parcel. It 's been15 days now and Lancome says they did not receive my parcel and therefore they did not give my money back. I've sent proof of return and I am praying for them to do something about it, otherwise I'll just loose a good amount of money. One of the advisors were extremely rude to me, despite my politeness over the telephone. I am very shocked and dissatisfied witth Lancome. Never expected such a poor service from such a great (?) Company.

I have been a long time Darphin user and received a few Lancome products from a friend who worked for the company. I was very satisfied with the products and started ordering from the official Lancome website.
When unpacking the items it just seemed to me as if they were not quite new. Some containers seemed grimy others seemed somewhat used up. The packaging in general seemed just thrown together. Darphin products always arrive in clean crisp packaging that leaves no doubt about wether it was tampered with.
I am now not even sure if what I received is the actual product, therefore I will not order from Lancome again.
2 Stars for delivery.

I bought lancome Jasmin by mistake and straight after receiving the email confirmation for it, I noticed and wrote to chat window CS. oh...and I wrote them 2 time with the hope they will see it. But no answer for over 48 hrs, no email for dispatch order . So, I decide to call CS by phone. The guy said "we can not make amends to your order because it is prepared for dispatch". I told him that, they had 48 hr to do it so, because I wrote literally a minute after the purchase. He said " wait to receive your order, then you can deny the delivery. and when the order comes back to us, we will return your money in 14 days of course. plus the delivery days, plus the returning days, that makes a month( minimum) of waiting my money ,but Lancome will operate with my money for a month, while i wait. Now I understand why they dont want to make progress in Customer Service.

Free money to use with no interest fees for a month...this is colossal amount of money in use!
I read the reviews here and noticed that, Management of Lancome does really not care about the negative comments or them customers. The of their response to customers reviews, clearly shows that...politeness always, but in facts nothing changes, because people still face same issues and they doesn't do nothing to improve this.

To Lancome Team... Do not answer my review, because with your hypocritical ,politeness, you just going make me more angry!

All I want is, just to forget that you exist and, to forget this horrible experience.
I will never use this site for Lancome products. better to pay a bit more with other sites, but sure they know how to deal with customers issues fast and adequate.
My wife will stay without present on her b-day because of your ignorance!!!!!!

If could give less i would,ordered 5 items,received 1,packaging wasn’t even big enough for 5 items.
Terrible customer service,even though they were at fault would not send out missing items,getting a refund you have to photograph packaging,hand write a declaration of non receipt and send it to them. No contact from them to say how things are going I’ve had to make phone calls and send emails.
Still waiting for a refund and have the cheek to offer 20% off next purchase as good will gesture!!
All this while recovering from major spinal surgery. Was supposed to be a lovely get well present,and my skin is dry from using surgical wash before surgery.
I only ordered online because of the 30% off.
Wish I’d read reviews on here first.
I’m not a rich person and can’t purchase more until get my refund.
Used Lancôme for a long time but buy in person.
Such a big company has no care or thought for it’s customers
Hahaha and Lancôme’s reply to my review is just more excuses,no help whatsoever. 15 working days for a refund and that’s when they actually get to your claim!!! Once again shows they really don’t care about their customers at all.
I’ve been a Lancome customer a long time and think maybe it’s time to try a new brand.
Think Lancome need to start looking after their customers properly, terrible company. One massively disappointed customer.
Also why does it take up to 15!!!! Working days for Lancome to give a refund when money comes out of our banks immediately? Before it’s even sent to refund department you have to prove and declare you didn’t receive items and they are quick at doing any of that either!!

Lancome and DPD, what a toxic combination. My latest experience is just as some of the other negative reviews here, customer service levels are poor, their policy of a 14 day refund is nonsense and DPD redirecting consignments which should have been delivered - the classic “a delivery attempt was made” - drivel. I now have to take a trip to a collection point to an unsavoury part of town, who said I wanted that? Why not deliver the next day? We use Lancome because it’s a world leader in cosmetic it’s not a cheap Sunday market brand. Lancome/L'Oréal, as a customer I expect a higher level of service - As customers were ordering direct with what should be a reputable company (are we not worth it?) not someone trading out of their shed and selling on eBay! At least with eBay we’d be covered with their buyer protection!

Just leaving a positive review for a change as reading so many negative comments almost put me of purchasing yet the original Lancome site offered the best price for item I wanted. Delivery was tracked and timely (and free!) in 3 days from purchase via DPD and set ordered is amazing. I hope you continue improving your service so there are less dissapointed customers, I'm glad I wasn't one of them. Thank you!

Placed an order which has not been dispatched within the advertised time frame. Called customer service who could not say when the order would be dispatched. Was told I could cancel after 14 days! Did not care that they have failed to dispatch items. Kept on hold whilst my requested complaint was raised. When I asked for the company complaint policy information the agent terminated the call. What a way to treat a polite customer. Appalling service. They have my money and I have nothing to show for it.

I’m very happy with my recent Lancôme purchase and the delivery was fast and efficient. The product quality, as always, was amazing, and I’m a big fan of their fragrances and skincare. However, their customer service could use some improvement. It took over a week to get a response to my email, which was frustrating. Other than that, I still love Lancôme and will continue to be a loyal customer!

Ordered 2 x items as gifts which (unfortunately) they sent by DPD.
Items have not arrived. Tracking number has disappeared from DPD website.
Contacted Lancome twice asking for them to rry to sort out the mess.
They reply with some useless generic AI letter which says they will not do anything until 14 days from date of sending has passed.
Back to Clarins from now on I think!

I have asked numerous times on calls and emails, for Lancome to explain their loyalty programme, which doesnt work.
They have fobbed me off with emails saying they are checking with another dept.
The links do not work, the loyalty programme code they sent me, doesn't work and after spending nearly £100, they expect me to spend another £50 to claim my full size loyalty gift.
They tried to fall back on the T&C's, but still haven't explained why the link doesn't work and takes you to a page to explain, is not available.
I have been a loyal customer for years and buy direct vs cheaper sites with offers.

One of the customer services team I spoke to was rude and patronising.

Others, empathatic but still no follow up, despite calls and emails.

Shame on you Lancome, you need to look after your loyal customers.

I received a bottle of Hypnose as a gift and only used it about 10 times and the internal tubing has snapped off inside. I reported it to Lancôme and customer care team told me it is not their problem as the item was not bought directly from them. Awful experience from customer service and they have no concerns about selling faulty products.

Order over three weeks ago , plenty of emails sent and calls made to no avail! Order was never shipped and then told policy is a refund after 14 days, which never happened, after my final call customer service agent who previously told me it was due to changing of warehouse the my order was delayed, told me the company was not aware of the order , yet took the money straight away from my account! Absolutely disgraceful service for such a huge company

Fabulous service. I asked customer services to recommend a colour match for a discontinued colour. I wasn’t sure but ordered 2 anyway & they arrived this morning, perfect! I found customer services prompt & helpful, great packaging when it arrived & excellent delivery service.

Very disappointed with this company, they recommend online shopping promising rewards and points and when you spend the chunk of money you won’t get anything. When contacting their customer service they give you lame excuses and assure you that they’re following up , but all lies.

Worst customer service. I did not receive my package, the person on call swore at me. And then kept calling my number

What a terrible company. I bought their absolute eye cream for £125. My skin showed a severe reaction to the cream. Lancome is refusing to take the product back; how frustrating; £ 125 wasted.

Dangerous products! After speaking with Lancome regarding their primers I ordered both of them. One was supposed to give me a matt look and one a more natural look. I tried the matt one and it made my skin oily and shiny! I tired the blur natural one and my make up just slid off! However the more important matter is a day later my skin broke out in the most horrendous outbreak of spots, like I have never experienced! I mailed customer service they asked me to fill in a questionnaire which I did and I asked for a full refund. They will not reply, I have sent several emails and they just do not reply. I do not have sensitive skin and this has never happened with a product before. The outbreak lasted several weeks and I'm £60.00 out of pocket. They also will not advise what is in these to cause this reaction. I am shocked companies can get away with this type of service. I will never use them again and I will advice everyone I know to boycott them as well. Very worrying indeed.