L'OCCITANE en Provence UK Reviews 

Following a poor customer experience in-store, I provided on line feedback with the expectation of “thanks for sharing, will take your feedback in board”.

But it was the opposite, with Renata in the Customer Care team going beyond in terms of my expectations and providing a complimentary gift by way of apology.

While the store experience wasn’t the best, the following up and after care can’t be faulted.

Musfika was the person I dealt with and she was very helpful indeed. Excellent customer service from her, thank you again. I just hope the production team please change the bottle for shea body lotion to a tube!!!! Then I will always continue to purchase it. If not then there is too much wasted product.

Customer Service responded very promptly when my original order failed to arrive with Royal Mail. A new order was sent out at express delivery and arrived within 48 hours.

Brilliant customer service.

Had an issue with one of the items on my order. I brought up the issue with customer services and Renata resolved this incredibly fast and has sent out another unit.

This is especially appreciated as it was one of the cheaper items and it would've been much easier to just refund and have me reorder it.

Bought a tube of the cocoa butter handcream after having not used it for a while - it used to be my favourite handcream, I thought it was wonderful.
Not any more. It's clear that they've changed the recipe, no doubt to increase profits, presumably after an injection of private money. Why do companies do this? The stuff is vile now, greasy, sits on my hands for ages until I had to wash it off, I will never buy it again. Why couldn't the company just stayed small and good. Terrible.

To be clear, and in response to your reply, the product I bought is Shea butter - the dry skin hand cream. When I bought it, the shop staff attempted to sell me a sardine can type 'key' as well, because the metal of the tube often cracks as you roll it up. Why not simply repackage the product in packaging that does not require extra expenditure of the customer (and more profit for yourselves)
But as the formulation has changed, I won't be buying any more. Really sad.

Fabulous products from Loccitane, especially all the Shea Butter products, which I adore. Great service too. I forgot to add a code at checkout so contacted the team and D promptly sorted the issue, arranging for me to receive an alternative at no extra cost.

So but 26 for hand cream which doesn’t work sent just the pump bit still didn’t work so have thrown away can’t spend anymore time on it
Won’t be buying theses products again

My sister gifted me a 500ml bottle of L’occitane Almond Shower Oil, which was great for the first 250ml, after which it was basically just water. She contacted L’Occitane to complain and after making her send the batch number, proof of purchase AND a photo of the bottle, sent an email back along the lines of ‘you didn’t buy it directly from l’occitane’ so not our problem. My advice to anyone thinking about purchasing from this company…AVOID!

UPDATE: L’Occitane responded to this review to say they are “unable” to assist as the product was purchased from John Lewis. However, John Lewis’s policy is that they will only assist if an issue is noticed within 30 days of purchase. The quality issue is L’Occitanes, not John Lewis’s.

FURTHER UPDATE: L’Occitane customer service team (presumably) reported this review as being for the wrong business and I received an email from Trustpilot saying “L’Occitane thinks you reviewed the wrong business. Is this correct?”. No it’s not correct. What a total lack of accountability for their poor quality products. Such a shame to see a one-time luxury brand acting more like Trotter’s Independent Traders.

The London Cannon street branch is one of my favourite branches. Carrie has great product knowledge. She is super friendly, always ready to help and importantly, knows her clients well, making the shopping experience very special. Thank you. :)

We have used the Bracknell store many times to buy things for an industry event where we host customers. We never fail to be impressed by the quality of service we receive. The manager, Melinda, always remembers us and could not be more helpful. They always make sure that the gifts we buy are beautifully packaged and ready for our guests and always go the extra mile to make sure we are looked after. Well done to Melinda and her colleagues, we will always use you for our events! Tony & Marion

Cap Cedrat Shower Gel. We tend to bulk buy every few months. Recently restocked with 10 Cap Cedrat Shower Gels and were disappointed with the product. It felt like another victim of shrinkflation. What I hadn't allowed for was the difference from one batch to another. Now Customer Services at L'Occitane is brilliant. If you have any doubt about any products I really would contact them because they really do want to resolve any issues. You are not lost in the ether. In our case the goods were exchanged and the matter closed. Disappointing we had to go through this experience but people, companies etc do make mistakes. The real judge is how the issues are resolved and in our case it was dealt with expediently and to our satisfaction.

I contacted customer services with a product issue. The customer support agent was friendly, professional and able to suggest several ways to fix my issue. i am grateful for their help and appreciate the speed and useful nature of their response. Thank you!

There were some damaged items in my delivery. I notified L’Occitane Customer Care, who were very apologetic, by phone the following morning. I was asked to send photos, which I did. A new shipment was sent that very afternoon & I received the replacement items in less than 24 hours. That is 5 Star service indeed, thank you Musfika.

I received the best service from a lovely & wonderful staff member named Renata. I received the best support possible. Not only was Renata, supportive, but she went out of her way to ensure that I received the support needed. She was so kind in helping me to retrieve a birthday gift, that I would’ve missed on without her time, help & support. I was extremely grateful to her, as the birthday gift truly made my day special. She did not have to do this, but she done it with kindness. I am extremely grateful to Renata for making my first experience with L’Occitane so special. I will definitely return as a customer. Thank you again to Renata & the L’Occitane team!

I absolutely loved the texture of the bb cream, but couldn't get a colour to match so arranged to send back. (Gutted about this as it's perfect in every other way) Customer care from Dona was great, they were really helpful and polite!

A quick, friendly and professional response to my recent enquiry from Dulcie. Also, an excellent outcome to my enquiry that im very happy with. Thank you Dulcie.

I had visited the grand central L’OCCITANE store and was greeted by the friendly and sweet Manny (my apologies if I spelt her name wrong, I had only remembered to ask her name as I was almost out the door) but I just wanted to mention the exceptional customer service skills that she had delivered as I was shopping for my friends birthday (who was also with me at the time but wasn’t aware of what I was buying) Manny had made sure to be as discreet as possible, as I wanted the gift to be a surprise. Manny truly went above and beyond for me as a customer, making sure I had an informative experience with regards to the offers available and the discount as a new customer. As well as that, she made me chuckle with the lengths she went through so my friend wasn’t aware I was purchasing for her! She had genuinely made my experience today and this is what I believe true customer service should be like. It’s rare to find sales advisor who are not only genuine, but know the art of making sales with the customer first attitude; which is what I believe Manny had done for me today. Please make sure she gets the recognition she deserves! As it was the highlight of my day meeting her. And for anyone planning to visit a L’OCCITANE store, the Grand Central in Birmingham is the one to visit. Will definitely be coming again!

Lola in customer care was really wonderful, I made a mistake with not checking a free gift was added to my order, it has been sent out express delivery as an extra for me. Really nice to have a company do something lovely.

I had a great experience at Watford store, and it is not the first time. Today I ve been invited for a hand massage, Hazra did it for me. Her experience and all her advise gave to me combined with the real experience was amazing. She is an expert in all products, her kindness as well made me very satisfied and helped me to choose exactly what I need. I really like going to this store, products are great , assistance great , shop assistants very kind and helpful / experts.