LE PRUNIER Arvostelua 

So I ordered Le Prunier butter and oil from an EU stockist and it was awesome. Once I found a harvest candle on their website I had to try it. It came within a week and it was the best candle I ever had.
As I burned through it quickly I reordered, and that’s when it started. I made the order on October 6th and the package never moved. After a few weeks I started contacting support and initially their response was it could take up to 2!! months - but as I tried to explain the package is NOT moving they just stopped responding.
Silly me, I ordered ANOTHER candle and AGAIN the package is not moving. I’m raising chargebacks with my bank but it will take months to see the refund. As I’m EU based, I’ve now lost over 200 EUR.
Avoid at all cost!!!
—
UPDATE: My second package did eventually arrive but the one from October never did. I also never received a refund. They are disputing the chargeback so 3 months on I’m still 120 EUR short.

Customer service is horrible. They will reply email if they want and if they don't want to reply, just no reply at all!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

ABSOLUTELY AWFUL CUSTOMER SERVICE. No response to emails. Will never buy again.

I have been ignored for over a month now!

They have my money and the item I purchased.

I will raise a charge back with my bank for fraud if you do not respond to me!

this is unacceptable!!

While the oil is really good (although very overpriced), their customer service is terrible.
I never received one shippment and their support pretended to be stupid.
I started their subscriprion, by now 2 bottles have been shipped, the first one never reached me, I kept following up until I saw the second one is already sent, meaning 3 months have passed since the first one. Then when asked about the first one, they kept referring to the second package that did arrive and sending me the shipping update for the successfull shipment.
They completely ignored the fact that I am inquiring about a different order that did not arrive in 3 months AND the tracking showed that.

I'm a long time customer that has ordered the plum sunscreen on multiple occasions and gift sets to give as gifts. I pre-ordered the body lotion. when it was launched. USPS never delivered my order, but marked it as delivered... to my mailbox. Welp, I live in a city and don't have a mailbox. I have a letter box with a slot that literally only fits letters. I contacted support thinking this luxury brand would have high customer service. Boy was I wrong! It took a day for the initial response then they basically told me, it was marked as delivered. I repeated my email explaining that I had not received my item and why the delivery status of "in or at mailbox" was an impossibility. After multiple days of no reply, they finally replied to say that because I declined Route+ so we won't be replacing it. No, I'm sorry. The law is very clear on this, it is your responsibility to get my item to me. I don't have to add on any extra purchase to make this the case. Morally, it's also the right thing to do. I haven't done anything wrong here and I'm out $88 and have nothing to show for it. I love the sunscreen, but wow!! this has been a terrible customer service experience.

Much like the other customers same situation with me as well. They are absolutely horrible at communication to the customers. They launched a new sunscreen and many people pre-order it in June 2021. They said in September it would ship out. Customers kept and then they finally sent out an email to everyone letting us know that shipping was delayed. In their social media people ask about shipping updates and they ignore responding to that. However they didn’t activate you respond to other people complimenting their product while continually promoting a product they stay silent on us to the status of the product. I paid $85 on my preorder so not cheap. Then finally an email was sent on sept 20th with a guarantee that the product will definitely ship in November. November arrives and yet again we are asking for an update on social media. On November 10 I saw that some people received a personal response in their DM‘s while others were told an email will go out that week. We received an email on November 11 letting us know that shipping was yet again delayed no update as to when they plan to ship. After taking my money with barely any updates and no transparency I canceled my order. And today and email went out from the founders that now shipping is guaranteed in early December. This is the worst experience I have ever had with a company that rides on the mention of Chrissy teigen using their product. Sales exploded for them. They really don’t care about how angry customers are with this whole situation because they have their sakes and promotions from big companies.

I've been waiting for the opportunity to buy their products for over 2 months now. I know there is high demand, but over a month ago they told me "you'll be able to shop very soon!"... I don't think over a month is "very soon". If they had told me then (when I asked how long it would be), I would have bought the products from one of their retailers in Europe instead, as the products were supposed to be a present for a good friend of mine. It's truly embarrassing that I haven't given her a gift yet...
I'm sorry to give this rating, as I'm very excited about their products, but I think of it as a wake-up call for the company, to improve their communication and to better inform your waitlisted customers.

EDIT: To the customer care response one day ago, My review is from 2021... it is mid 2026. You are a bit late on trying to resolve this. I have not and will not ever shop with you guys again. Not sure who is tasked with responding to reviews for your company but checking the date would be a great first step.

Just as the person prior to me left you saying that it would be cheaper to purchase from a different website I had a similar experience. I wanted to support for small business especially after I sent them an email and they kindly responded to me the first time around. So I spent the extra money making a purchase in November 2020, it is now February 2021 and I still have not received my order. When I sent them an email inquiry as to the whereabouts of my purchase I got a snappy response from a customer service person thing I should be getting it in 2 weeks, well two weeks came and went and I still have no information on my order. It seems that they have created a tracking number but for the past two weeks the tracking number has not even been scanned according to the website for tracking. I find this to be incredibly horrible customer service, not only the way they are handling the fact that they cannot keep up with orders, but the lack of apologetic behavior is what really makes this bad. I was this company I would at least offer customers some sort of a discount code for future use sure they want to return, but making your customers wait four months for in order is ridiculous. I am very unhappy with this Company and will definitely not recommended to anyone. They claim that because a celebrity advertise them they can't keep up with orders but this is no excuse to treat your customers like they don't matter. If you need help with your orders hire more people or at the very least hire better customer service representative who can handle in email response. Shame on you.

I ordered for the first time directly from leprunier.com. It was cheaper for me to order from another website but I wanted to support a small business.

Boy, do I regret doing that! It took me 3 tries to complete my order because the checkout process was broken. And in the meanwhile, the company managed to harass me with marketing emails even though I opted out before I submitted the form that had my email on it - they must be capturing user input before submit, which is downright gross and probably illegal. Then they confirmed my order by email AND text.

WTH Le Prunier, could you get any more stalker-ish? I didn't give you permission to start blowing up my inbox and my phone. What an unpleasant shopping experience.