was very unhappy with the customer service
I placed an order on lancome.com on 11/30/12 and was very unhappy with the customer service of it. Website got frozen and it was the last day for a 20% off on each product. I then called lancome toll free number to place the order. Within 2 hrs, I received three notification of duplicate orders thru emails. i then called lancome toll free to cancel two out of those three duplicate. I called a total of 4 times during those 2 days and each time I got connected to a difference representative. Each told me diffferent situation: two duplicated orders were cancelled; I was not be able to cancel the orders because they have been processed; I was not be able to cancel the orders because they have been shipped. Finally, I received all three duplicated orders within the same 2 business days thru UPS. I had a chance to return but I did not trust lancome.com just in case they said I returned less than what I actually returned. Bottom line, I rather go to the counter in a department store to purchase lancome than purchase it online/thru their toll free number.
unsettled dispute
For over two months I have spoken to several of Lancome's staff...Each have said they would help me with my complaint. To no avail. They sent me two lip pencils which were the wrong colour.
I returned the pencils to Lancome London on December the 2nd as agreed. They said they would send me two replacements on delivery.
Nothing...Zilch!
All they need to do is pop them in the post. I don't need phone calls and emails from them...I want action. I paid £42.00 including P&P.
Please get your act together Lancome.Not good customer service.
Missing product and ignored my complaint
I have been a loyal Lancome customer for many years and ordered from their website many times. Two weeks ago, I ordered 2 products, and when I received my package, there was only 1 in the box. I called customer service and they told me they would speak to the manager and call me back within 24-48 hours. I never received a response. I wrote an email after 48 hours had passed, and they also never responded. Horrible customer service. I won't be back. Stay away.
I totally agree with all the comments about how AWFUL Lancôme customer service is. I have been trying to reach them for three days now to no avail. I am always put on hold with the recorded words "our wait time hold will be no longer than 15 minutes!" what a joke and a bold face lie.
I sent a msg to cancel my order within five minutes of placing the order and I have never recd a response! I am sooo disappointed and quite mad about this "customer service". AWFUL! and totally not necessary.
Lancome USA has got to be one of the worst internet retailers out there. It certainly is one of the worst ones I have encountered. Over the years, I have ordered stuff from them for my wife, mainly during their sales. Their delivery time is usually atrocious, but mot of the time they have gotten the right stuff to us. Recently, I encountered something unique. I cannot order anything from them since they reject any credit card I try use, even though all the credit cards are in good standing. I have also tried paying them through PayPal, but that transaction was also rejected, even though it was ready to go from PayPals end. It is simply amazing that you have a retailer, but you cannot find a way to pay for them for items you want to purchase! Hopefully, this only happens to a few customers, or their days in business would be numbered. Their customer service people keep telling me someone will contact me, but over a period of several months I never got call back. Perhaps, they are thinly staffed?
I'm so angry and upset right now that I don't have the energy to deal with details. Though Lance can certainly expect that I will post about my experience here and everywhere. I only wish I'd read about the terrible customer service -- terrible barely covers it -- before I decided to shop their site last night. Suffice to say, the way Lance has behaved since contacting them this morning about a problem with my order, has been appalling. They don't deserve my business -- and I've been a Lancome customer via department stores for 30 years. You've lost a customer Lancome. You deserve to lose many more.
Spellcheck changed "Lancome" to "Lance" every time, and I changed it back. Looks like it only stuck once. You know, Lancome, one would think that of all the words in the world, you'd have your site programmed so that spellcheck doesn't change YOUR NAME on YOUR OWN site. Then again, give the way many of us are feeling about your customer service, perhaps anonymity is best for you.
I too tried to complain about Lancôme and they just posted my complaint right back to me without giving a response !
How rude !
I complained that they had withdrawn a fantastic product which was teint miracle fondation shade B0.01 .
I have never found anything to compare .
Just the worst customer service and website ever, stay away! The sample didn't arrive with my purchase and the answer from the customer service was basically : sorry we don't have any samples at the moment, up your ###! STAY AWAY #unhappy #Lancomesucks #Lancome
I totally agree with all the complaints. Lancome website sucks, no one answers the phone, they cancelled my order for no reason. No idea who is getting the promotiond and the bebefits they do online since nobody gets to buy anything. This makes damage to the brand, any insignificant brand provides better service than Lancome. I want people to stop buying products so the brands makes something about it, they will never care if people go and buy it anyway. Such a shame on Lancome.
I too just recently placed an order with Lancome in the attempt of taking of advantage of their 10 piece free sample with an order of $99. I thought - what a great way to try out their products. I just received my package. The item that I purchased is in the box, but the samples? No where to be found. I'm better off returning what I bought and getting samples for free at the counter with no purchase. I'm on the phone now with Lancome. Its been 10 minutes so far.
#unhappy #Lancomesucks
I too was a user of their web site not to mention an long time customer through department stores. The site now almost seems like a sham for something "else". Now when I order and confirmation is received for that order, a day later I get an email that my order was cancelled. This happened about six times, EVEN WHEN CALLING THE TOLL FREE NUMBER AND ORDERING THROUGH A LIVE BODY. Just this past week, I placed an order through PayPal to see if that helped to have them in the middle. Same thing. Order cancelled for no reason. I have disputed it with PayPal that my order was cancelled for no reason, and gave them some background; suggesting they may want discontinue a relationship with an online vendor that isn't really that at all. 9/7/2016
I Also have had horrible experience with Lancome customer service. Every time I call I am placed on hold for an extended period of time. I returned 2 pairs of tweezers and never received a refund or a credit. I called to ask what happened to my tweezers and was told they are sitting in our warehouse somewhere. What?
I enclosed my name, my phone number, my address, a secondary contact phone number on the return receipt along with the order #. When I called in I was asked for my order #. Well I didn't memorize it I sent it back wit the product! I have my tracking number showing it was delivered and returned to Lancome. How are they unable to find my purchase? So I asked the representative.."So since you cant locate my return... I am out the $64.00 ? "Yes Ma'am you are". What ?
She also said "Well we cant issue refunds for people who call and say they returned something if they don't have an order #? " Seriously ?
I also will no longer purchase from Lancome.com and have hung up these postings in the lunchroom at my work so everyone can see and not buy Lancome either.
This a second run around with Lancome ..last time when I made a purchase on line they charged my card 5 times for the same purchase and when I called them they tried to say it was the banks fault no theirs..AND it took me 2 weeks for them to release the funds they had placed holds on for 1 purchase they charged me 5X's for.
That’s the same situation happened to me, that’s why I am here. I feel so sorry for you, they did the same thing to me. I returned and the customer service said the refund will be processed in 2-3 days, but I never get my refund, for $375, for 4 months already. How horrible it is!
Did you get a refund because I did not either and it is also now four months. Is there anybody who has the same situation like us? We need help to resolve the issues.
I have been a loyal customer for years and placing many orders on line at Lancôme.com website. I never called for any return nor exchange until today I called for an exchange of one product. The representative said she could do nothing unless I returned the product and once it arrived call her back again! What? You want me to track my package and call you back the moment it arrived there! It doesn't make sense why not making a note on my order# that there will be an exchange and once you received it, you just send me another one. She told me it has to be returned first then credited back to my card then make another purchase. Regardless the fact that this is an even exchange. I just need a different color for the same product! If you buy less than what they tell you on the website they will charge you for a shipping fee but if exchange it's free. I guess doing it this way so that I do have to pay for another shipping cost. I am so mad that I will return all items ( not just one exchange) but will be a complete return and DONE with lancome.com. I could get lancome at any department stores for a free return plus easy exchange. This representative even said well you are dealing with Lancôme and you have to accept this policy! If this is Lancome's policy then I am not going to buy from you again. Keep in mind that there is not just Lancôme in this world, there're numerous cosmetic brands. I will stop buying Lancôme completely.
not recieving the products after 2 months
It was the worst ever experience for me to have the online shopping on the fragrance x .com with poor customer service and support. I have been waiting for the order for over 2 months now with 3 international phone calls, several emails and it is my second time that I have ever recieved the email. What I would like to suggest all my friends living in State is " Don't believe in that biggest fragrance network or whatever as advertised by the their website. It was just simply the most fustrated period for me. I just spent over $ 100 for nothing. They asked me to wait for 3 months and call them back again. I can hardly believe that I will get my order finally. I have been living in Australia for ages and knows about the custom better than Americans. However, I don't know much about fragrance x. Therefore, it is my first and last lesson about online shopping experience with that website. No customer complaint service on the website plus try to attract people with discounts but not dealing and deliverying thing and not even have a chance to speak to manager about the service. I will just simply say THEY R CHEATERS! DONT NEVER EVER BELIEVE IN THEM!
The complaint has been investigated and resolved to the customer’s satisfaction.
I spent over 1/2 hr trying to place an order but obviously there was a problem, with something but no clues or hints were provided about what the problem was. And, there was a 4 pc gift I was eligible for but the system only let 3 be picked. I finally gave up. Didn’t have to have it, so probably a good thing.
Je cherche a acheter le masque empreinte de lancime et ne peux le trouver nulle part aidez moi
I ordered products on April 28, 2020z. They have not been shipped, but I was charged. I have tried to reach them by phone, chat and email. No response. Order 200.00+
Ordered items recently online and received 2 totally dried out products. One was lash booster and the other free gift definic mascara. I only buy Lancôme but questioning anything on line i didnot Dave these products too much of a hassle to return them. But totally disappointed Stores are not open to corona virus. Just a waist of money
I bought the perfume in James Richardson in israel before a flight. The spritzer of the perfume was broken and i couldn't use it. I need a new one.
I brought a product land Iv started to use it as Iv had others and Iv opened the lid and the tub was not full it was half full not really happy tbh
Could you please help me with this
I paid so much money for the eye treatment and reusable pads. It died out. I am so disappointed with this product.
I heard so much about this and only discovered now. Its not completely true. I started using products for to weeks now.
15/12/2017, I went to claim for free gift or free claim from Lancome from Miri Bintang Parkson. The sales assistant's service is just sucks! Because of claiming but not purchasing treat me like nothing, the attitude and services are rude and unprofessional. I am really disappointed on such big brand's services.
Terrible colors, not usable at all, No one to talk to, Never ever by Lancome again!
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