Email on 1st September to say my order had been shipped. But the tracking showed it had been passed to the courier. Multiple emails saying its with delivery company (lies). Now 14 Sept today they said... ãã£ãšèŠã
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Four emails later and they are still trying to find reasons not to let me return my order (wrong mascara). No way to return online. Return button on email is actually to rate the delivery. Someth... ãã£ãšèŠã
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Received a bottle of Tresor as a gift and after opening it discovered it had been leaking, half empty. Messaged Lancome...no response. Phoned Lancome and gave them details, said they would look in... ãã£ãšèŠã
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A great example of how to lose customers! Complimentary items delivered with an order were all broken and empty because they were poorly packaged. Would not provide replacements, but apparently their... ãã£ãšèŠã
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Want to enhance your beauty routine? Explore our luxurious makeup, skin care and fragrance products at LancÃŽme.
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Sweet Fern Lane 3, 02816, Coventry, è±åœ
- lancome.co.uk
1.5
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An Abysmal Organisation
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.
2025幎11æ14æ¥
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LancÃŽme ããã®åç
Thank you for taking the time to write a review. Our records show that this case has now been resolved and a refund has been issued for the missing products. If this is incorrect, please do reach out to our customer service again so further support can be offered.
Thanks
The LancÃŽme UK team
If I could give zero I would
If I could give zero I would, diabolical company Iâve been a customer for 39 years, I recently bought a bottle of IDÃLE 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 LancÃŽme lady thought I was mad unhelpful rude and abusive I didnât want a refund just a real bottle of my perfume, LancÃŽme 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!!!!
2025幎10æ27æ¥
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LancÃŽme ããã®åç
Hi Maria, thanks for taking the time to leave a review. The customer service team will ask for certain pieces of information in order to investigate. All information is important so we can share the next steps to help resolve your case. We kindly ask that you reply to consumer care and if you're having issues with obtaining the information, sometimes taking pictures of the information is all we need. We invite you to respond back to the team and they will be happy to help.
Thanks
The LancÃŽme UK Team
Can I give 0 stars
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. Donât believe customer âservicesâ as they are a total joke.
2025幎10æ1æ¥
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I spent 400 dollars in one order
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 canât do anything about it. Awful response!
Non returnable because it was engraved.
How do they get away with this?
2025幎10æ15æ¥
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LancÃŽme ããã®åç
Hi Denise,
Thank you for taking the time to leave a review.
Please note you have have left a review on the LancÃŽme UK Trust Pilot site. We invite you to leave your review on the US site.
Kind Regards
The LancÃŽme UK team
If you get a reaction, don't expect a refund.
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.
2025幎9æ26æ¥
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LancÃŽme ããã®åç
We are sorry to hear about your experience. Our consumer care teams take reactions seriously and so would have asked for as much information from you to follow cosmetic vigilance protocols. We would like to look into your complaint further. Please could you send another email with the ref: 2909TrustPilot to allow our teams to investigate.
Kindest regards
LancÃŽme Team
waste serum waste of money
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 monthâonly to experience the same acne issues again. LancÃŽme 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!
2025幎7æ31æ¥
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LancÃŽme ããã®åç
Good afternoon,
Thank you for taking the time to leave us a review and share your feedback.
We are genuinely sorry to learn about the reaction you experienced. We understand that such situations can be very concerning, and please be assured that your well-being is our utmost priority.
At LancÃŽme, we are deeply committed to formulating products with the highest standards of safety and quality. Our products undergo rigorous testing and adhere to all regulatory requirements. While we strive to create gentle formulations suitable for a wide range of skin types, we also acknowledge that individual sensitivities can occur, and even the most carefully developed products may occasionally elicit a reaction in a small percentage of individuals.
We truly understand how unpleasant and concerning this must have been for you. To provide you with the personal care and detailed assistance you deserve, we have a dedicated Consumer Care Team ready to listen and support you.
You can reach them by calling 0800 917 1842. They are available Monday to Saturday from 9am to 9pm and on Sunday from 9am to 4pm. We sincerely hope you are feeling much better since the reaction occurred.
We are eager to speak with you directly to understand your specific situation more fully and to explore every possible way to support you.
With our best wishes for your swift and complete recovery,
The LancÃŽme Team
I have been arguing with LancÃŽme for aâŠ
I have been arguing with LancÃŽme 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!
2025幎6æ25æ¥
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LancÃŽme ããã®åç
Good morning,
Thank you for taking the time to share your feedback.
To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.
We look forward to hearing from you soon.
Sincerely,
The LancÃŽme Team
False advertising from Lancome
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.
2025幎6æ18æ¥
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LancÃŽme ããã®åç
Good afternoon,
Thank you for responding to your email and for taking the time to share your feedback with us. We appreciate you bringing this matter to our attention.
We've carefully reviewed the terms and conditions of the offer you redeemed and can confirm that the promotional codes are not designed to be combined. In this instance, since the item was already discounted, adding the "Welcome" offer replaced the original discount with the discount associated with the welcome offer.
We understand this may have been confusing, and we sincerely apologise for any disappointment or inconvenience this may have caused. We've already notified our brand team to review this and ensure that all future deals and offers are communicated with greater clarity to prevent similar situations.
Thank you for your understanding.
Sincerely,
The LancÃŽme Team
Great but very expensive
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.
2025幎6æ29æ¥
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LancÃŽme ããã®åç
Good morning,
Thank you so much for your outstanding 4-star rating of LancÃŽme - we truly appreciate your support and are thrilled to hear that you found our products to be so good for your skin!
At LancÃŽme, we really strive to provide our customers with the best possible experience, ensuring they receive top-notch products that meet their expectations. Your kind words and positive feedback are a great motivation for our team to continue delivering exceptional skincare.
Should you require any further assistance or have any questions, please feel free to reach out at any time. We would be more than happy to assist you.
Thank you once again for choosing LancÃŽme.
Warmest wishes,
Team LancÃŽme
If I could give this no stars I would!
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 LancÃŽme and was promised an email updating me within 24hrs, again nothing received. Phoned again today to be told thereâs 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, LancÃŽme continue to make their customers suffer. An extremely poor customer experience!
2025幎6æ24æ¥
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LancÃŽme ããã®åç
Dear Ruth,
Thank you for sharing your feedback. We truly appreciate you taking the time to let us know about your experience.
We understand how frustrating it is to encounter delivery problems, especially with a LancÃŽme order you were looking forward to receiving. We sincerely apologise for the inconvenience and disruption this has caused you. We know it's not just about the product, but also the excitement and anticipation that comes with it, and we regret that this experience has been marred by these delivery issues. Your feedback is invaluable to us, and it helps us identify areas where we can improve with our delivery partners and ensure a smoother experience for everyone in the future.
We're already actively addressing this with the courier company and are working hard to minimise the chances of similar issues occurring again.
We value your understanding and loyalty to LancÃŽme nd are truly sorry for the disappointment this has caused. We hope that despite this experience, you'll continue to enjoy our products.
Warmly,
The LancÃŽme Team
Sur le site l'eau de toilette O deâŠ
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!
2025幎6æ21æ¥
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LancÃŽme ããã®åç
Good afternoon,
Thank you for taking the time to share your feedback.
To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.
We look forward to hearing from you soon.
Sincerely,
The LancÃŽme Team
My order more than 7 days late.
My order more than 7 days late.
Actually until now lancome still doing nothing with my order.
I call costumer service and they do not have any solution.
2025幎6æ12æ¥
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LancÃŽme ããã®åç
Good morning,
Thank you for taking the time to share your feedback about your recent experience with LancÃŽme.
Since this platform if for our customers in the UK, for the quickest and most effective support, we recommend contacting the team in your country of residence.
Thank you again for contacting us. We trust your local team will be able to provide you with the assistance you need.
Sincerely,
The LancÃŽme Team
No protection at all of my orderingâŠ
No protection at all of my ordering products.
And received damaged, broken bottle.
Bad services too. Never buy their products
online!!!!!
2025幎6æ2æ¥
èªçºçãªã¬ãã¥ãŒ
LancÃŽme ããã®åç
Good morning,
Thank you for taking the time to share your feedback.
To better understand the situation and ensure we can address your concerns effectively, we've sent a separate email requesting some additional information. We would greatly appreciate it if you could reply to that email at your earliest convenience.
We look forward to hearing from you soon.
Sincerely,
The LancÃŽme Team
Broken 3.4 fl Oz bottle. They won't exchange it. Best they can do is coupon for next purchase....
Update: This review is for Lancome USA. I haven't received any email whatsoever regarding this issue.
I ordered a La Vie Est Belle LâElixir Motherâs Day Gift Set for my birthday, which is on the 22nd of May, and I received today. The main parfum bottle is cracked. I contacted customer service and they said "I understand that this was a gift, however, based on the picture you provided, the product still looks intact and can be used perfectly fine. Unfortunately, this was escalated, and a supervisor already denied the request for compensation. Again, I sincerely apologize for the inconvenience. The only thing we can offer at this time is a promo code to use on your next purchase". Who wants a brand new broken bottle of expensive parfum for their birthday? They ruined my shopping experience for my birthday. What was supposed to be a nice gift ended up being upsetting. They offered a coupon for next purchase. Who says that I want to keep buying after this? Unacceptable. I asked to escalate and the supervisor declined my claim. I wanted to exchange the product or some kind of compensation after receiving a brand new cracked 3.4 fl. Oz bottle. The experience is the luxury feeling. Having a broken bottle from the moment I opened the box makes me feel so bad. They are just awful.
2025幎5æ19æ¥
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LancÃŽme ããã®åç
Good morning,
Thank you for taking the time to share your feedback about your recent experience with LancÃŽme.
Since this platform if for our customers in the UK, for the quickest and most effective support, we recommend contacting the Consumer Care Team in your country of residence.
Thank you again for contacting us. We trust your local team will be able to provide you with the assistance you need.
Sincerely,
The LancÃŽme Team
I placed an order with LancÃŽme 1 weekâŠ
I placed an order with LancÃŽme 1 week ago and DPD can't delivery because of damaged parcel . Iâve send 3 emails no answer , contacted customer service multiple times, they are gonna refund still nothing.
I have wasted so much time chasing this. Zero support, no product, no refund. Honestly, I expected so much better from a brand like LancÃŽme. Never ordering from them again and please refund my payment back. This is the first time I have come across a French brand with such bad customer service.
2025幎5æ13æ¥
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LancÃŽme ããã®åç
Good morning,
Thank you for taking the time to leave a review about your recent order. We were very sorry to learn that your parcel arrived damaged and couldn't be delivered. We understand this is frustrating, and we sincerely apologise for the inconvenience this has caused.
We've looked into this for you and confirm that your refund was issued on May 13th, 2025. Our Consumer Care Team also sent you a confirmation email on May 14th, 2025 (two working days after your initial contact), explaining that it can take up to 15 working days for the refund to reflect in your account, depending on your bank's processing times. For your reference, your case number is 11302188.
If you have any further questions or if the refund doesn't appear in your account within the 15 working days, please don't hesitate to contact the Consumer Care Team, quoting your case reference number.
Once again, we apologise for the damaged and any trouble this has caused. We value your business and hope to provide you with a much better experience in the future.
Kind regards,
The LancÃŽme Team
I recently visited the LancÃŽme counterâŠ
I recently visited the LancÃŽme counter in John Lewis Oxford Street.
The lady I saw was so helpful - helped me decide on new make up and chatted through lots of options.
Iâve had lots of what feels like poor service from make up counters, this was a breath of fresh air, thank you!
2025幎4æ27æ¥
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LancÃŽme ããã®åç
Good evening,
From all of us at LancÃŽme, a huge thank you for your wonderful 5-star rating! We're absolutely delighted to hear you had such a positive experience in our store. It truly means a lot to us.
At LancÃŽme, we're passionate about providing every customer with the highest level of service and the most exceptional beauty products. Your feedback is invaluable, and it inspires our team to continue exceeding expectations. We'll be sure to share your kind words with the in-store team â they'll be thrilled!
Your loyalty to LancÃŽme is deeply appreciated. Thank you for choosing us and for sharing your positive experience.
Warmest wishes,
The LancÃŽme Team
â ââââ Extremely Disappointed
â
ââââ Extremely Disappointed â Avoid Ordering Online
I placed an order with LancÃŽme two months ago and have still not received it. Iâve contacted customer service multiple times, and every time they just say, âWeâve escalated it to our upper manager.â
First, they claimed the order was shipped but couldnât provide a tracking number â which doesnât make sense because Australia Post always provides tracking. After many follow-ups, they said they re-sent the order â again, no tracking number and still nothing delivered.
Now itâs been three more weeks, and I asked for a full refund. Their response? âWe canât refund you â weâll escalate it again.â Itâs just a never-ending loop of excuses, no resolution, and no accountability.
Iâve wasted so much time chasing this. Zero support, no product, no refund. Honestly, I expected so much better from a brand like LancÃŽme. Never ordering from them again.
2025幎3æ1æ¥
èªçºçãªã¬ãã¥ãŒ
LancÃŽme ããã®åç
Good morning,
Thank you for taking the time to share your feedback about your recent experience with LancÃŽme.
Since this platform is for our customers in the UK, for the quickest and most effective support, we recommend contacting the team in your country of residence.
Thank you again for contacting us. We trust your local team will be able to provide you with the assistance you need.
Sincerely,
The LancÃŽme Team
I had a wonderful experience at theâŠ
I had a wonderful experience at the Boots department store in Dundrum Town Centre, Dublin, on Friday, April 4th, 2025. The Lancome representative was exceptionalâwarm, friendly, and approachable. She took the time to listen to my concerns and offered personalised advice, carefully considering my skin type and needs. What stood out most was her thoughtful approach; she didnât push Lancome products but instead suggested alternative options that were more suitable for me. In a world with so many choices, her expertise made all the difference. When I left the store, I felt confident, refreshed, and excited about the transformation my skin is about to undergo. It was truly a lovely shopping experience! Thank you Lancome - I can see the difference already.
2025幎4æ4æ¥
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LancÃŽme ããã®åç
Good evening,
From all of us at LancÃŽme, a huge thank you for your wonderful 5-star rating! We're absolutely delighted to hear you had such a positive experience in our store. It truly means a lot to us.
At LancÃŽme, we're passionate about providing every customer with the highest level of service and the most exceptional beauty products. Your feedback is invaluable, and it inspires our team to continue exceeding expectations. We'll be sure to share your kind words with the in-store team â they'll be thrilled!
Your loyalty to LancÃŽme is deeply appreciated. Thank you for choosing us and for sharing your positive experience.
Warmest wishes,
The LancÃŽme Team
Flutter Mascara do not use!
I did as requested below maybe foolishly assuming that in contacting LancÃŽmeâs customer support they would offer me a replacement product to retain my brand loyalty. I rang and was told they would just like me to complete a questionnaire to support their QA process. And they do not offer any recompense. Ok so thank you for wasting my time, now a
Poor product experience is a poor customer support experience will result in me moving brands on principle after decades of use!!
I am a loyal Lancome customer for many years. I have used the mascaras consistently. I have been using Idole for the last couple of years and love it but have recently purchased the new Flutter and itâs appalling. What a total waste of money it bleeds out onto my upper and lower lids. I have persisted now for a couple of weeks nothing else in my regime has changed only the mascara. Itâs appalling donât waste your money and now put me off the brand. I tried to return via the retailer not interested as clearly I have used it.
2025幎3æ26æ¥
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LancÃŽme ããã®åç
Good morning,
We appreciate you taking the time to provide us with the additional information.
We're genuinely sorry to hear that your experience with our Flutter Mascara wasn't satisfactory. We understand how frustrating that can be.
To help resolve this, we recommend contacting our Consumer Care Team at 0800 917 1842. They're available Monday to Saturday from 8:00 am to 8:00 pm, and on Sunday from 8:00 am to 3:00 pm. They'll kindly ask you a few questions, and if you could please share your proof of purchase and a few other details, they'll be happy to find a suitable resolution for you.
Your feedback is valuable to us, and we'll be sure to share it with the brand team. We appreciate you bringing this to our attention.
Warmly,
The LancÃŽme Team
Poor practice Placed an order for a gift set at buyâŠ
Placed an order for a gift set at buy one get one free⊠told out of stock within a day⊠now itâs only 25% off itâs reappearedâŠ. A big con !!
Just excuses no intention of making things right so very poor!
2025幎3æ10æ¥
èªçºçãªã¬ãã¥ãŒ
LancÃŽme ããã®åç
Good afternoon,
Thank you for taking the time to contact us and share your feedback. We sincerely apologise for the inconvenience caused by the unavailability of the items you were looking for.
We understand your disappointment, and we appreciate you bringing this to our attention. High demand during special promotions can sometimes lead to temporary stock shortages of our most popular products, even within the same day, as our distribution centre works diligently to process orders. We strive to maintain consistent availability and are always working to improve our processes to minimise such occurrences.
Your feedback is invaluable to us, and it will help us enhance our services and better meet customer expectations in the future. We truly appreciate you sharing your experience with us.
Thank you again for your understanding.
Warmly,
The LancÃŽme Team
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