3.8/5 (119 reviews)

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Overall Rating3.8 out of 5
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Page 1 Reviews 0 - 10
Verified Reviewer
Original review: April 19, 2023

Horrible experience. Order came damaged. I contacted customer service, who said I should send pictures. I sent pictures and they said that they would refund me and send complimentary order. The new order also came damaged and I never received a refund and now they are saying, "Too bad. Well you got a replacement." I never asked for a replacement and want my refund but they keep telling too bad this is what happened so I should just accept it. Never ordering from Lancôme again. I have so much dislike for them now that I don’t even want to order their products from Macy’s, which is a much more professional company than Lancôme will ever be. Don’t waste your money!!!

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Verified Reviewer
Original review: April 14, 2023

When Lancome offers anything "free" be sure it's in the order BEFORE PLACING!! Very deceptive practice of selecting the free order with a "minimum" purchase than it not be included AND THEY DON'T CANCEL AN ORDER EVEN WITHIN A MINUTE OF PLACING!! -- You've been warned!!!

2 people found this review helpful

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    Verified Reviewer Verified Buyer
    Original review: March 14, 2023

    Lancome changed all the number codes for their foundations. I had nothing to go on to order my regular shade. I tried to match a shade I thought would work by looking at online pictures. The shade was entirely off. Although Lancome advertises free returns and 100% satisfaction guaranteed, I have been unable to return this product. I have called ten times. No return label came in the shipment. There is a link in an email that asks for your order number. Every time I have tried this, the system says the order number is invalid. When I speak with representatives on the phone, they tell me they will try to contact a supervisor. They can never find one. They then told me they would escalate my case for a return label and have one emailed. A return label never comes. The hold times on the phone to resolve this has been an average of twenty minutes. I have no way of returning this product.

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    Verified Reviewer Verified Buyer
    Original review: Jan. 26, 2023

    I order Lancome products online when they are offering free gifts with purchase. My order arrived without the gift, they just included a small tube of sunscreen. I reported to customer service and they were no help.

    2 people found this review helpful
    Verified Reviewer
    Original review: Nov. 22, 2022

    When placing an online order, you never receive a delivery estimate, tracking number, or any information - just "item has been shipped". They give you some weird order number, but no tracking number or carrier information so you can track the delivery progress. Like normal retailers do. Online chat with customer service took over 30 minutes for the person to find the order number, shipping status, and carrier. That is when I find out it is in the hands of some unknown delivery service, who was even worse than Lancome itself in responding to inquiries. This delivery service only makes 1 attempt at delivery, then returns the item.

    Got an email that delivery was attempted and answered some questions about scheduling, gate codes etc., But what was the point if ** doesn't make 2nd attempts? By the way I was home when they attempted to deliver so.... The Lancome rep was indifferent to the situation, and could care less that I wanted to cancel the order. Now I wait for the carrier to return the items to Lancome and eventually some day be issued a refund.

    5 people found this review helpful
    Verified Reviewer
    Original review: July 18, 2022

    This is by far the worst customer service I’ve ever dealt with. I placed an order about 2 months ago and I still haven’t received it. I’ve opened up several claims with UPS and called both Lancôme and UPS and NO ONE has an answer for me. Apparently the claim has been closed numerous times and I still haven’t received my package. I place many online orders and have NEVER had this issue with a company. Lancôme is a big and popular company and their customer service is horrible. I just want a refund for my order and you won’t issue. I don’t have money just laying around to waste. I never received my order. You guys have to do better. I’m very frustrated with this whole situation. Just give me my refund, I’ve never had this issue with anyone else.

    5 people found this review helpful
    Verified Reviewer
    Original review: June 12, 2022

    I looked for Lancôme fragrance, went to site & when I opened up the frag, it said 47.5 w auto-ship, not 68. I ✅ auto & it went to 68 - I signed up for text, it went to 57 ✅ never back to 47.5. Scammy website.

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    Verified Reviewer
    Original review: April 11, 2022

    I should have read reviews before ordering anything from their website. I used many Lancôme products before and I received ad about their gift promotion. I didn’t really need any products at that time but their gifts looked very appealing. I placed an order for $100 and then selected some gifts. Once I added my credit card numbers at check out gifts disappeared from my cart. I started over, selected gifts and after entering the credit card number the same thing happened. I placed order anyway and then contacted customer support to see the reason.

    It’s not super fast to get their customer support, but after 15 min waiting someone named Ta’Yasmine replied. She is the rudest person ever. I explained all the situation to her and I was answered that gifts can not be combined with any other promotions. I was disappointed because the promotion that I used was 20% off since I signed up for their SMS program and it was not disclosed anywhere that If I sign up I won’t receive the gift. I asked that lady to send me return label as it said on their website that you can have free return if your order includes foundation or fragrance and my order has both. And I was shocked when she replied to me: “You want to return because of free gifts”. I mean… seriously? That’s my money and I get to decide if I want to place a return for any reason if it’s because I wanted to participate their promotion offer or because I didn’t like the product. It doesn’t matter. That’s my rights to return the product.

    Then she started telling me that I have to pay for return myself even though their refund policy says that you can ask for return label if you order foundation. After some time explaining to her the reason I’m eligible for free return she finally told me she will send me a return label. I never experienced such a terrible customer service. Lancôme you should be ashamed of having someone like Ta’Yasmine working with your clients. I regret that I spent so much money before using their fragrance and cosmetics. Never again!

    5 people found this review helpful
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    Verified Reviewer
    Original review: April 7, 2022

    Right after I placed the order, I noticed I ordered the wrong item, I contacted the customer service right away via online chat, they won’t cancel it, I called them asked to speak with a supervisor, I was told they don’t have a supervisor, and they will not cancel the order, I was told I can only cancel within the 30mins after the order is placed, and I told her I called right away not even 2minutes, she then said they process the order very quick within 15mins. Anyway they just won’t cancel the order, this is ridiculous, I’ve done many online shopping, I never had problem canceling right after the order was placed, I would never buy from the official website again, terrible customer service.

    3 people found this review helpful
    Verified Reviewer
    Original review: Jan. 15, 2022

    Purchased Lancôme foundation ($60) and the container’s top would not stay on. All the printing on the jar completely rubbed off. Had to store jar upright on counter as it would leak without top. Contacted Customer Service Dept and they requested photos of container (which I immediately sent to them) with code, etc. They responded that it was past 30 days from purchase so they could not do anything. They do not even replace when their product is defective. I have used Lancôme for 30 years but never again.

    4 people found this review helpful
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