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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have tried various products from almond shower oil to hand creams, toner & pillow mist. They are all wonderful & luxurious. Beautiful packaging & also excellent customer service. I had a problem wit... See more
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Order arrived but the package had been opened and most of the items stolen. I contacted Musfika at L’Occitane, showed her images of the parcel being delivered and damage visible. Happy to help, pol... See more
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I just wanted to say a huge thank you to Mishellina from your online customer care team. I had an issue with a product I purchased in store and contacted customer service where Mishellina assisted... See more
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Company details
Written by the company
L'Occitane offer natural beauty products & organic cosmetics directly inspired by the south of France art de vivre & Provençal beauty secrets.
Contact info
L'Occitane, Capital House, 25 Chapel Street, NW1 5DH, London, United Kingdom
- 0800 368 9000
- contact@loccitane.co.uk
- www.loccitane.co.uk
4.3
Excellent
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 88% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
10/10 customer service from Dulcie!
Reached out for a product issues. Dulcie from the customer service team was amazing, being really helpful and quickly responded. Thank you very much D!
January 10, 2025
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Ming. Thank you very much for your lovely 5 star review. Dulcie will be delighted to see that her service has been recognised. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
Gold standard of service
We ordered a bottle of L'Occitane perfume as a Christmas present, but it arrived with a misaligned label, and the scent seemed slightly different to the previous bottle, which raised concerns about it. Roddy was super helpful, checked and was able to confirm that the perfume is genuine, but should not have passed quality control on the label. We were given the choice of a replacement or refund, and took the latter. This is a rare example of how customer service should be done, and thank you very much
January 6, 2025
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Hodgie. Thank you so much for taking the time to share this wonderful 5 star review about Roddy. Roddy will be delighted with your kind words. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
Exceeded expectations after a random error happened with my order
I emailed customer service after an error with my order meant it wasn't sent out in time for Christmas - Lola was super friendly and helpful! The order arrived yesterday completely free of charge and with a lovely extra as well - best customer service I've ever received by a mile! It genuinely felt like when you pull the "bank error in your favour" card in monopoly 😆 thank you Lola!
January 3, 2025
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Mary. Thank you very much for your lovely 5 star review. Lola will be delighted to see that her service has been recognised. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
Lola was very quick to respond to me…
Lola was very quick to respond to me and just as quickly resolved my problem. A super representative of a super company. So wonderful to deal with. Thank you so much.
Anne
December 31, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Anne. Thank you very much for taking the time to leave us a 5 star review. Lola will be delighted to see that her service has been recognised and will really appreciate your kind words. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
My parcel had been missing for nearly 4…
My parcel had been missing for nearly 4 weeks and I messaged L’Occitane they replied within a day and they had informed me that my parcel was missing and could offer a refund of send out the same order so I asked for a new order to be sent and the lovely dona was such a great help got a new one sent out quickly with tracking and also added a free little gift thank you so much and happy new year xx
December 28, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi there. Thank you very much for taking the time to leave us a 5 star review. Dona will be delighted to see that her service has been recognised. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
Dona was very helpful in resolving the…
Dona was very helpful in resolving the problem I had in using my gift card on line. Keeping me informed whilst sorting the solution out.
December 28, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Nigel. Thank you very much for taking the time to leave us a 5 star review. Dona will be delighted to see that her service has been recognised. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
Dmaged products replaced
I recently ordered a number of products from L'Occitane. Unfortunately, when they arrived one of the products had leaked and gone all over a number of products in the parcel. I raised a ticket and when it was answered Musfika, who was dealing with the issue was extremely helpful. I sebt her a number of pictures of the packaging and the damage the leak had caused and she sorted out replacement products within an hour, which arrived in a couple of days.
Great service! Thanks Musfika!
December 17, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Karl. Thank you very much for taking the time to leave us a 5 star review. Musfika will be delighted to see that her service has been recognised. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
My knee jerk reaction (when parcel…
My knee jerk reaction (when parcel didn't arrive on time) was met with courtesy, charm and a generous discount code. I am so sorry for my initial reaction and full of gratitude at the way Lola handled it.
December 18, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Clive. Thank you very much for taking the time to leave us a 5 star review. We are so glad that Lola was able to deal with your query. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
L’occitane is brilliant as always
L’occitane is brilliant as always, and this is not only about the products, but with their customer service too! Thank you Lola to solving my problem, I really appreciate this. Merry Christmas to you all!
December 18, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Kristina. Thank you very much for taking the time to leave us a 5 star review. Lola will be delighted to see that her service has been recognised. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
Excellent customer service.
My order arrived incomplete and damaged. I contacted customer services and was impressed by the swift response from a representative called Ofure.
Ofure is an absolute credit to the company.
My replacements arrived in super quick time.
I've used L'occitane for many years and will continue to do so.
December 16, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Teresa. Thank you very much for taking the time to leave us a 5 star review. Ofure will be delighted to see that her service has been recognised and will really appreciate your kind words. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
Very helpful when I accidentally sent…
Very helpful when I accidentally sent my package to an old address. Really quick at getting it resent and at no extra cost!
December 18, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Tess. Thank you for taking the time to leave us a 5 star review. We are delighted that we were able to help. We look forward to welcoming you back soon! All the best, L'Occitane En Provence 💛
I called up as I needed my order more…
I called up as I needed my order more urgent than I had anticipated! And the customer service staff sent it out specially for the next day!
Wonderful service as the agent really listed to my request.
Thank your for caring so much!
December 17, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Elizabeth. Thank you for taking the time to leave us a 5 star review. We are more than happy to have been able to assist. We look forward to welcoming you back soon! All the best, L'Occitane En Provence 💛
Fabulous customer service and care!🤩💃
Fabulous customer service and care!🤩💃
December 14, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Vivien. Thank you for taking the time to leave us a 5 star review. We really appreciate your kind words. We look forward to welcoming you back soon! All the best, L'Occitane En Provence
Very helpful staff
December 11, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Furo. Thank you for taking the time to leave us a 5 star review. We are always happy to help. We look forward to welcoming you back soon! All the best, L'Occitane En Provence 💛
Issue resolved quickly and prompt…
Issue resolved quickly and prompt response ! Thank you!
December 6, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Rachel. Thank you for taking the time to leave us a 5 star review. We are more than happy to have been able to assist. We look forward to welcoming you back soon! All the best, L'Occitane En Provence 💛
Dona went above and beyond to help…
Dona went above and beyond to help address my issue. Thank you so much for your detailed and dedicated support, it means a lot!
December 9, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Chelsea. Thank you for taking the time to leave us a 5 star review. We are so pleased to hear that Dona went above and beyond to help you. We look forward to welcoming you back soon. Have a great day, L'Occitane Customer Care 💛
Black Friday glitch
Company sorted out a technical issue and Musfika in customer services replied to my message very quickly. Thank you!
December 1, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Debbie. Thank you very much for taking the time to leave us a 5 star review. Musfika will be delighted to see that her service has been recognised. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
Great customer service
Ordered a product online and selected gift wrap/bag option but when it came it was without packaging and just in a cardboard box. Contacted L’occitaine and received a prompt response with an apology and the assurance they would send a gift bag to me straight away. Great customer service through a lovely email to me therefore leaving me happy and confident to shop with them again.
December 2, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Melanie. Thank you for taking the time to leave us a 5 star review. We are so pleased to hear that Lola provided you with excellent customer service! We look forward to welcoming you back soon. Have a great day, L'Occitane Customer Care 💛
Replacement
I have received my order and one of the body oils leaked. Musfika, was very kind, after I have sent a photo she arranged a replacement immediately.
Excellent service..
November 29, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi M.B. Thank you very much for taking the time to leave us a 5 star review. Musfika will be delighted to see that her service has been recognised. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
Musfika was really efficient and prompt…
Musfika was really efficient and prompt in solving my issues. Got straight to the point and helped me in minutes. Exceptional experience!
December 1, 2024
Unprompted review
Reply from L'OCCITANE en Provence UK
Hi Aini. Thank you very much for taking the time to leave us a 5 star review. Musfika will be delighted to see that her service has been recognised. We look forward to welcoming you back soon. All the best, L'Occitane Customer Care 💛
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