LancômeArvostelua 

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!

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.

No protection at all of my ordering products.
And received damaged, broken bottle.

Bad services too. Never buy their products
online!!!!!

Update: This review is for Lancome USA. I haven't received any email whatsoever regarding this issue.

I ordered a La Vie Est Belle L’Elixir Mother’s 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.

I placed an order with Lancôme 1 week ago and DPD can't delivery because of damaged parcel . I’ve 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 Lancôme. 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.

I recently visited the Lancôme 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.

I’ve had lots of what feels like poor service from make up counters, this was a breath of fresh air, thank you!

★☆☆☆☆ Extremely Disappointed – Avoid Ordering Online

I placed an order with Lancôme two months ago and have still not received it. I’ve contacted customer service multiple times, and every time they just say, “We’ve escalated it to our upper manager.”
First, they claimed the order was shipped but couldn’t provide a tracking number – which doesn’t make sense because Australia Post always provides tracking. After many follow-ups, they said they re-sent the order – again, no tracking number and still nothing delivered.
Now it’s been three more weeks, and I asked for a full refund. Their response? “We can’t refund you – we’ll escalate it again.” It’s just a never-ending loop of excuses, no resolution, and no accountability.
I’ve wasted so much time chasing this. Zero support, no product, no refund. Honestly, I expected so much better from a brand like Lancôme. Never ordering from them again.

I had a wonderful experience at the Boots department store in Dundrum Town Centre, Dublin, on Friday, April 4th, 2025. The Lancome representative was exceptional—warm, 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 didn’t 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.

I did as requested below maybe foolishly assuming that in contacting Lancôme’s 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 it’s 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. It’s appalling don’t 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.

Placed an order for a gift set at buy one get one free… told out of stock within a day… now it’s only 25% off it’s reappeared…. A big con !!
Just excuses no intention of making things right so very poor!

You have twice promised me a refund on the amount I was overcharged (please see my other reviews of Lancome). I have still not received a refund, the first reply from yourselves offering a refund was over 6 weeks ago. What do I need to do to get my refund? Everytime I contact your customer service department they claim to know nothing about the refund despite you responding twice on this site saying you have arranged it. Lies, lies lies!

In response to your reply I have not received any emails from your customer service team. Without the email I would very much doubt that the refund is on its way either. To be clear to anyone reading this review you stated in your reply in December that you were issuing a refund and still nothing. Please could you get your customer service team to send me an email confirmation. I will leave another review in another 14 days when I have still not received a refund. As said in the title lies lies lies!

L’Absolu Rouge Cream it stays put for hours, fades beautifully, and makes me feel instantly polished no matter the time of day. Worth every penny!

Ik ben een shopaholic en bestel echt overal. Er kan zeker wel eens iets misgaan in een leveringsproces maar dit werd dan altijd vlot opgelost. Zelfs door Temu, Bol, Alixpress en Amazon, hun klantvriendelijk en service heb ik als top ervaren maar nu Lancome;

Besteling geplaatst, niet geleverd.

• Door hen stond ik met lege handen tijdens de verjaardag van mijn dochter
• Na mijn online bestelling kreeg ik al geen mail met ordernummer en/of T&T, maw er is niets verzonden door hen
• Mails (Online en direct) werden niet beantwoord
• Vier weken later een bericht met een excuus en een zogenaamde compensatie
• Vijf weken laten nog steeds geen refund

Excuus op excuus, geen geld terug en geen bestelling ontvangen ruim anderhalve maand later.

Hun excuus mbt levering , ja er zijn transport problemen!

Hun excuus mbt refund, ja het is momenteel erg druk bij boekhouding.

Nooit meer bestellen daar!

Uitermate slechte klantenservice, slechte servicegerictheid en als compensatie krijg je een kortingscode van 35%, wie gaat er nu na zo een ervaring daar nog bestellen...

Wat een uitermate slecht bedrijf!

Tried ordering a perfume 3 times, only to have order partially delivered. 2nd attempt, parcel was left outside in the rain to be damaged, told on the phone that I would be refunded and to re-order, but have still not received my refund. Provided cctv evidence to them, but they are still refusing to give the refund they promised on phone call. Never again would I order through this company. Should have read Trustpilot reviews before ordering from them

Update - Since the automated reply from Lancome on Trustpilot, I filled out the form they asked for, but I've not heard from them since. Typical customer service from this company!! Still waiting for a refund, which will probably never come

Ordered at the start of December as a Christmas present, it is now 30th of December and nothing!

I emailed and texted the “agent” they ignored my questions told me it’ll take “15 business days” and closed the chat, I was getting ignored by this person.

This company is a joke a deserves the hate because it’s awful. Lost my package in their own warehouse… thanks lancome

Never ordering ever again!

Would have given this company no stars if possible. Ordered a gift for my daughter’s Christmas present with 3-5 days for shipping but have still not received my order. When I contacted the company they said they haven’t sent it yet and if I looked really closely at the small print they could have up to 14 days to send it. They wouldn’t refund me or cancel the order and wouldn’t let me speak to anyone in authority that could help me. My daughter now doesn’t have a present and I don’t have the money to replace it. Terrible customer service and will never buy anything from them again.

contactservice is ronduit slecht, telefonisch gewoon nooit connectie, via mail geen antwoorden maar wel dat als je 2x indient dit niet ok is. Ondertussen al 2 weken aan het wachten op een kerstpakket twv +200€ en betaald, melding van den paklistnummer die niet bestaat bij DPD ..... nooit meer helaas

It was black friday and Lancome was giving out 30% discount. During the check out, an app I have installed on my computer applied a discount code, but of 15% only. I just realized a few minutes later. Tried to cancel my purchase immediately from the website, but it does not give you that option. Called the customer service and they said they can't cancel, that I could return items after receiving it. That's what I did. Schedulled with Royal Mail to collect my parcel. It 's been15 days now and Lancome says they did not receive my parcel and therefore they did not give my money back. I've sent proof of return and I am praying for them to do something about it, otherwise I'll just loose a good amount of money. One of the advisors were extremely rude to me, despite my politeness over the telephone. I am very shocked and dissatisfied witth Lancome. Never expected such a poor service from such a great (?) Company.

I have been a long time Darphin user and received a few Lancome products from a friend who worked for the company. I was very satisfied with the products and started ordering from the official Lancome website.
When unpacking the items it just seemed to me as if they were not quite new. Some containers seemed grimy others seemed somewhat used up. The packaging in general seemed just thrown together. Darphin products always arrive in clean crisp packaging that leaves no doubt about wether it was tampered with.
I am now not even sure if what I received is the actual product, therefore I will not order from Lancome again.
2 Stars for delivery.