Lancôme レビュー 137

Benita has provided me with, with an outstanding level of service !

Extremely poor experience

I placed an order on 23rd March, due for delivery on 26th March. The tracking showed “out for delivery” that day, but no delivery attempt was ever made. Instead, the parcel was marked as being returned to sender.

I contacted customer service immediately to request redelivery, but was told this wasn’t possible as the parcel was already on its way back, and that I would be refunded instead.

I followed up to ask about reordering with the original 25% discount and have since chased again, but have received no response at all.

It is now over two weeks later and I have neither the items nor a refund.

I have been using the same eyeliner for over 20 years and have now completely run out, so this situation has been particularly frustrating.

For a premium brand, this level of service is unacceptable — no delivery attempt, no product, no refund, and no communication.

Visited Sephora Birmingham Bullring on Saturday and left really disappointed.

I came in for foundation colour matching for my wedding. The Huda advisor was great and very helpful, but the experience at Lancôme was poor. The shade I was given was completely wrong and I was told it was “the best she could do,” with no effort to try alternatives.

I was also refused a sample despite seeing another customer receive one, which felt inconsistent and dismissive.

There were plenty of staff on the shop floor, but many were standing around talking rather than helping customers.

I travelled two hours for this visit and expected much better service. Unfortunately, I left feeling frustrated and wouldn’t recommend this store based on my experience.

Ordered 2 items a few days ago. We were abroad. parcel was waiting nicely on the porch when we arrived.
When I opened it I found that out of the 2 items one was missing (the more expensive one) but I was charged for 2 items. Contacted customer services and waiting for the response. Not very happy.

Absolutely appalling customer service.
I placed an order direct with Lancôme based on the fact that I would receive an advertised free gift but when I received my order the free gift wasn’t included. I contacted customer service who told me that the promotion had ended even though it was still advertised on the website the day I received my order. I raised this with them & they came back stating that the promotion ended a week & a half before I placed my order even though I have photographic proof of it being advertised the day I received my order.

Cliente fidèle depuis plus de 10 ans, je suis profondément déçue par le manque de considération et le service après-vente de Lancôme.
J’ai commandé un parfum 100 ml le 28 novembre 2025 lors du Black Friday. Quelques jours après réception, dès la première utilisation, je me suis aperçu que le flacon était fissuré et le parfum a coulait dans mes mains. J’ai immédiatement contacté le service client et renvoyé le produit, qui est resté moins de 10 jours en ma possession.
Au lieu de remplacer le flacon défectueux par le même format (100 ml), on m’a envoyé un 30 ml. C’est inacceptable. On m’a également affirmé que la fissure était due au fait que le parfum serait resté dans ma boîte à gants quelques jours car j’ai envoyé des photos de l’article défectueux prises dans ma voiture
— explication surprenante et peu crédible, sachant que j’ai toujours conservé mes parfums de la même manière ( pas dans ma voiture!) sans jamais rencontrer le moindre problème.
Pour une marque de ce standing, le geste commercial est clairement insuffisant. Je ne recommande pas de commander directement sur leur site : le service après-vente n’est pas à la hauteur.
J’ai déjà contacté le service clients en France mais aucun geste commercial à la hauteur de mes attentes.

Really dreadful experience with Lancome UK Customer Service regarding their new body/hair mist which has a scent profile that dissipates entirely within half an hour. Contacted Customer Service to complain, this product is £34 for 100ml and is outperformed by cheap counterparts available for £2-£3. Terrible product, only matched by the terrible Customer Service experience or lack of. It took 3 emails before they stopped responding with generic cut and paste dialogue that did not reflect my complaint, then I proceeded to be in a loop of patronising responses until I was eventually told that this is how the product is meant to perform. Gone in less than 30 minutes without even a faint trace. I was then advised that it’s against protocol to have my complaint escalated to a Manager despite requesting this five times. All I can say is do not waste your good money on Lancome Hair/Body Mists as they are daylight robbery and god forbid you try to discuss your concerns with someone - they couldn’t care less. Terrible product and terrible service. They don’t deserve the one star but I was unable to rate them a zero

UPDATE : 5 days ago Lancome responded and asked for further information which I sent to only then be ignored again. I have received no further contact so this was perhaps some effort at face saving via TrustPilot with zero follow up. Honestly you couldn’t make this up.

It’s the worst of them all. Do NOT recommend to anyone. Specially the mascara they’re publiciting.

Excellent product. Please bring back the Lancome Fatale mascara.!

An Abysmal organisation, customer experience rated zero. Customer Service appears to be a 'one man band' with no supervision or management! I've spent thousands of pounds over the years, this is the last. Parcel arrived looking like the bomb squad had been in attendance, with a missing perfume set. Lancome informed me that my complaint was not a priority as they were inundated with calls and emails! Spoken with Trading Standards, refund or see you in court.

If I could give zero I would, diabolical company I’ve been a customer for 39 years, I recently bought a bottle of IDÔLE Parfum witch was £75 from boots at their counter I opened it as you would and used it, have had no problems before, but this sent smelt of nothing just water!! I took it back to boots the Lancôme lady thought I was mad unhelpful rude and abusive I didn’t want a refund just a real bottle of my perfume, Lancôme head office wanted a serial number which I could not read!!! And dates and times of me buying it WHAT HAS THST GOT TO DO WITH ANYTHING!!! They are the worst for customer service I will never buy here again!! AVIOD THEM They replied to me two months later asking for the same shit as before!!!! There is no serial number on the BOTTLE BECAUSE ITS NOT REAL!!!!

Can I give 0 stars? Unfortunately if you wish to escalate a complaint (goods not received) they will give you a complaint number and then do nothing with it. Despite all attempts, this company is totally useless. Don’t believe customer ‘services’ as they are a total joke.

I spent 400 dollars in one order. one out of my 3 perfume of bottles was engraved tiny, awful! not legible. I contacted customer service. They are unhelpful! They said they can’t do anything about it. Awful response!
Non returnable because it was engraved.
How do they get away with this?

I ordered a moisturiser and had a bad reaction. Contacted Lancome support for return and refund. They won't talk about refund until you give personal information (medical and work) about you and the reaction. Even if I was within the return window, said I don't qualify as product is opened - WOW! I gave info they wanted anyway and received no response. Disgusted with Lancome right now. I will file a complaint.

This serum is a complete waste of money. It caused breakouts every time I used it. At first, I thought it was my mistake, so I gave it another try after a month—only to experience the same acne issues again. Lancôme should not release products like this that cause acne and skin irritation. This serum is useless and harmful for people prone to breakouts. Avoid it!

I have been arguing with Lancôme for a refund of my foundation serum. The lid was faulty and exploded in my luggage during a trip. I had to throw products and brushes away. I sent them my receipt and they refuse to reimburse me. They are LAME!

Be very careful when ordering from Lancome. Despite having a parent company wealthier than most small countries, I was overcharged due to a faulty system which removes items from sale if you have a new customer welcome code. So I ended up paying for the privilege of being a new customer. If it wasn't for the sale, I wouldn't have even been on their site as usually it is way more expensive than others.
Reaching out to their customer services, I received several emails which hadn't understood my original complaint and then finally one which said they understood my frustration and their system is at fault but they wouldn't be giving me any further gestures of goodwill. The only gesture I received was to be charged more than I had intended to pay all along. Awful, greedy company. Will never order from them again.

I have been using Absolute rich cream for 18 months and it is by far the best face cream I have ever used. I am 63 and what I do to maintain my skin health and appearance matters. However, the product is quite expensive, even when just purchasing a refill.

If I could give this no stars I would!
I placed an order online on the 17th June and a large sum of money was taken from my account. Two days later I received an email from DPD stating that there was a problem with the delivery, but that they would update me within 24hrs. I have heard nothing since and there have been no missed delivery attempts either. Having waited a further 5 days I phoned the Customer Service Team at Lancôme and was promised an email updating me within 24hrs, again nothing received. Phoned again today to be told there’s nothing that can be done and that I have to wait until the 1st July to see if delivery is made. If not they can then look at either refunding or reissuing the products. Having looked now at other reviews I can see that this is a regular problem and instead of addressing this directly with DPD, Lancôme continue to make their customers suffer. An extremely poor customer experience!

Sur le site l'eau de toilette O de L'Orangerie apparait. J'ai donc commandé 2 bouteilles à plus de 200 euros. A l'arrivée, je reçois la nouvelle eau de toilette qui est sortie sans aucune notification au préalable comme quoi l'autre est indisponible ou autre!! Inacceptable et honteux pour une marque pareil!