Lancome Customer Service Issues

Hello, I hope you are doing well. During my recent travels, I had a layover in South Korea at Incheon Airport. I noticed Lancome products featuring a brown/black shade modeled by Lupita in their advertisements. Unfortunately, I couldn't find any products suitable for my skin tone as I had run out of my foundation. The salesperson confirmed they didn't carry products for brown/black skin tones. It's disappointing not to be able to purchase a product while traveling, even sample sizes. If all shades aren't stocked, it's misleading to advertise with a model of a specific skin tone without having the corresponding products available. Very disappointed. Thank you, Jet.

Dear Customer Service, I am a loyal admirer of your company for the way you blend pure techniques with science to create remarkable skincare products. Your products consistently meet my skin's needs, providing vitality and cleansing effectively. I value your expertise in crafting such exceptional products. Following a friend's recommendation, I am interested in sampling some of your bath and skincare products before making a purchase. I am eager to discover which products work best for me and which ones I enjoy using. Would it be possible to receive samples from your skincare and bath collections? I would appreciate any samples you could provide. My address is [redacted] Briggs Street #4, Box Elder, SD [redacted]. Thank you for your assistance. I eagerly anticipate trying out the samples. Sincerely, Tracey F.

I'm a devoted Lancôme user and have always been satisfied with their products. Recently, I bought the (Bienfait multi-vital) night cream. After applying a small amount around my eyes and cheeks, I experienced severe swelling after 20 minutes. I checked the ingredients online and confirmed that I'm not allergic to any of them, so it must be an allergic reaction to this specific product. I discovered similar reviews mentioning allergic reactions to this cream and another Lancôme product. Despite spending $[redacted] on 6 containers of this night cream, I believe I should be refunded. I remain a fan of Lancôme, but I believe this reaction was unexpected given my positive history with your products.

I visited Macy's in Portage, Michigan, USA, looking for a specific blush shade that was out of stock. The associate, Crystal, offered to order it for me but it arrived damaged. Even though Crystal tried to help by offering to resend it by mail, I declined. When I returned to the store, my shade was still unavailable. Crystal suggested mailing it again, but I opted to choose a different shade that was in stock. I was disappointed when Crystal wouldn't let me try the shade before buying it. I purchased the item, returned later, and faced the same out-of-stock issue. Crystal seemed unapologetic. I expressed my frustration, and she finally apologized. After several more unsuccessful attempts to buy products that were never in stock, I decided to ask for a refund. Despite being a loyal Lancome customer, this experience was extremely disappointing. I eventually found a suitable product at Este Lauder with great help from Hud. I hope Macy's can improve their stock management to prevent customers from seeking products elsewhere.

I have been attempting to make a purchase from Lancome using my credit card without success. Despite trying to use my Amex Platinum card, I encountered the same issue. When attempting to finalize the order, the amount displayed was different from what was verbally communicated, causing confusion. After reaching out for assistance, I was promised a call back from a manager, which never happened. It took multiple follow-up calls before I was able to speak with a manager, who unfortunately could not provide any information, citing it as an "internal issue." I am frustrated by the lack of transparency and the prolonged duration of this problem with no resolution in sight. I am simply seeking clarity on why placing an order has become such a challenge.

I just received my third order from Lancome on April 15th, but unfortunately, I did not receive all the items I was expecting. When I called customer service, I was informed that they would send out the missing items from the second order. However, upon reviewing the replacement items, they still do not match what was missing. I didn't receive the nicer skincare products or the full-size product I was supposed to get in any of my three orders totaling over $[redacted]. It has been frustrating as my first order (#[redacted]4) was only partially fulfilled, and my elite points were deducted for the entire order despite being refunded for the missing item. I am also missing free promotional samples from my second order (#[redacted]0), and the customer service explanation did not make sense. Every time I reach out about these issues, I receive conflicting information. As a new customer who spent almost $[redacted], I am disappointed in the service and hope these problems can be resolved promptly.

I had a frustrating experience at Macy's during the sale. At the Great Northern location, I requested Matte Buff II pressed powder from the sales representative, Joannie ([redacted]). However, when I got home, I realized I was given Dual Finish instead of the correct item. Despite explaining my specific need for pressed powder only, it seems the representative misunderstood. I now have to make an additional trip to the mall due to this error. I believe the sales representative should have confirmed the product with me before finalizing the purchase. I am disappointed in the service I received and am considering no longer buying Lancôme products after 40 years of loyalty due to the repeated mistakes made by the staff.

I ordered a gift for my mother on 4/7/[redacted] totalling $[redacted].73. Despite waiting over three and a half weeks for the delivery, the most expensive item, a 2.5fl oz bottle of Hypnôse Parfume, was missing. Upon contacting Lancome, they assured me they would send the item promptly. However, as of today, 5/6/[redacted], the Hypnôse Parfume has still not arrived. I have spent a total of 8 hours on hold while trying to reach them through phone calls and CHAT to no avail. Despite attempting contact at various hours, sending two emails, and making daily phone calls, I have not received any response. With Mother's Day approaching this Sunday, it is crucial for me to resolve this issue promptly. I am frustrated by the lack of assistance and urgency in resolving this matter and I hope to see a quick resolution.

I recently purchased Absolue 240nw from Nordstrom and Lord & Taylor. Unfortunately, both products were contaminated and watery, which is very disappointing as I have been a long-time user of this foundation. I had to return them to the stores, leaving me without my usual foundation. This situation is both puzzling and unacceptable, and I believe Lancome should be made aware of this issue, as I have never encountered such problems before. Thank you for your attention to this matter.

I placed an order #[redacted]9 and paid $[redacted].17 on 11/25. I was notified that it was shipped on 11/28, but I have yet to receive it. I called 1-[redacted] and spoke with a representative named Schaquanda who advised me to contact UPS. She provided me with an incorrect tracking number, causing issues when attempting to track my package on the UPS website. After several calls to the [redacted] number, I finally obtained the correct tracking number, 1ZW8F[redacted][redacted]. The package has been stuck in Memphis, Tenn. since 11/6 without any updates, and I am still awaiting further information. I have spent hours on the phone trying to resolve this issue without success. I am extremely frustrated and disappointed and may not order from this site again. I would appreciate clarification on the status of my order and an estimated delivery date. Thank you for addressing this concern. Ann P.

I have purchased LANCÔME products many times, and I have always been a loyal customer due to the quality of their skincare items. However, a few months back, I bought the AQUAGEL DEFENSE 50 sunscreen and was disappointed to find out that it had very little product inside. Initially, I wondered if it was used, but I decided to use it anyways. Recently, upon checking the packaging more closely, I discovered that it was a tester not meant for sale, cleverly disguised with tape. I am shocked that a reputable brand like LANCÔME would engage in such misleading practices. This incident occurred during my purchase at Macy's in Logan Valley Mall, Altoona, PA, and the item details are as follows: Lancôme [redacted][redacted] $39.00.

I noticed that I accidentally ordered the wrong size of the product. I intended to purchase the 3.4 oz bottle that was on sale for Buy One Get One Free a week after I bought the 2.5 oz bottle. To obtain a refund, I need to return the 2.5 oz bottle, but the lady informed me that I should have ordered the 3.4 oz instead. Given the slight price difference between the two sizes, could you kindly send me two 3.4 oz bottles and I will return the 2.5 oz bottles? Alternatively, as Lancôme guarantees low prices, could you adjust the charge to reflect the difference in price for the 3.4 oz bottle and send out a replacement? I've been attempting to contact your customer service by phone but keep getting a busy signal, so I would appreciate your assistance with resolving this issue. Thank you.

Hi, I'm Anna Smith, a Packaging Consultant from Custom Boxes Hub. While reviewing your website, I noticed an opportunity to discuss custom packaging solutions for your products. Our Plano-based company has over 15 years of experience in providing eye-catching packaging at competitive prices. We provide free shipping nationwide, complimentary lamination options (Gloss/Matte), along with free graphic design support, and no hidden fees. I would appreciate it if you could point me towards the appropriate contact person for product packaging collaboration. Should you have any queries or require assistance, please feel free to reach out via email or phone at [redacted]. Best regards, Anna Smith Packaging Consultant - CBH [redacted] x [redacted] [redacted] | www.customboxeshub.com [redacted] Republic Dr #[redacted], Plano, TX [redacted], USA FROM VISION TO FRUITION

I received order number [redacted]7 on November 20, [redacted]. Upon opening the package on Thanksgiving, I discovered that the Renergie Lift makeup bottle- [redacted] Claire 30- was damaged. I promptly contacted customer service on November 26 and was instructed to send a photo via email, which I did. It has now been 10 days, and unfortunately, I have not received a response yet. As a devoted Lancome customer for over 25 years, I kindly request a replacement for the broken item. Please do not hesitate to reach out to me by email or phone if you require any further details. Thank you in advance!

I purchased two perfumes from Lancome - same fragrance, different sizes. Unfortunately, I received only the larger size and an incorrect foundation instead of the missing perfume. I've attempted to contact customer service with no success, leaving me frustrated. I am seeking a refund for the undelivered perfume which costs $37.50. Each time I reach out, I am put on hold, adding to my frustration. I am willing to provide my order number if necessary.

I am experiencing difficulties accessing the account through which I placed an order. Despite attempting to reset the password, I have not received any email notifications. Furthermore, the pending charge on my card seems to have disappeared, leaving uncertainty about the payment status for order #LAN_[redacted]8. I kindly request confirmation that the order has been successfully paid for and is being processed. Can proof of payment be sent to the email address I have on file?

To the concerned party, I am writing to raise a formal complaint regarding Lancôme's misleading advertising on their website. Despite the gift with purchase offer being displayed with a timestamp and the option to select the gift, I was informed by an agent that the offer had expired at the beginning of the month. The ad remained on the website due to inadequate maintenance. I am deeply disappointed by Lancôme's failure to honor their advertised promotions. Furthermore, when I requested to escalate the issue to a supervisor, my call was abruptly disconnected. Having been a loyal Lancôme customer for over twenty years, this disregard for customer satisfaction has deterred me from making any future purchases. The proposed solution of providing a return label is unsatisfactory as it inconveniences me further by requiring a trip to a UPS retailer. I hope that this complaint reaches the appropriate authorities and results in a resolution. A Disappointed Lancôme Customer

Dear Lancome Customer Support, I am writing to express my extreme disappointment with my recent online order experience. My family and I have been loyal Lancome customers for years, mostly purchasing through Nordstrom. This year, we decided to try ordering directly from the official website for the convenience and auto-repurchase feature. Unfortunately, the service we received did not meet our expectations. The lack of communication, delayed delivery, and overall poor customer service have pushed us to consider switching back to Estee Lauder, a brand that has provided us with a much better online shopping experience. I placed an order on November 25 with the expectation that it would be delivered within 3-5 days. However, the tracking information provided by Lancome showed that the order had not even been shipped. After contacting customer service, I was informed that my order would be re-processed and shipped promptly. To my dismay, it is now December 15, and I have just received an email stating that my order is expected to arrive on December 23, which is too late for Christmas. Furthermore, I was informed that I would have to pay for the return shipping due to the company's error. This added inconvenience is unacceptable. I expect better from a high-end brand like Lancome. I demand a full refund for my order and prefer not to deal with the hassle of returning the products. I urge you to arrange for the return on your end without further inconvenience to me. I have always valued Lancome products, but this experience has cast doubt on the brand's commitment to customer satisfaction. Sincerely, V. Schurman Order Information: LANCOME Date Ordered: Nov 25, [redacted] Order Number: LAN_[redacted]0 Status: Shipped Tracking Number: 1Z385Y[redacted]07

I am looking to return order LAN_[redacted]6 and need a return label from customer service. The promotion advertised a free scarf with a $[redacted] fragrance order, but I wasn't able to choose the scarf at the time of purchase. After contacting customer service, they informed me the scarf was out of stock without offering to send it separately. Disappointed by the service, I've decided to return the entire order. I reached out yesterday with an inquiry that went unanswered, making me question if this message will receive a response as well. The overall experience has been disappointing due to the lack of assistance provided.

I am reaching out regarding a large bottle of my favorite perfume, Trejor, which my son purchased a few months ago. Unfortunately, due to a design flaw with a small black hole on the black spray, the perfume is not being dispensed properly, resulting in a lot of wasted product. I am suggesting the addition of a white surround around the black spray area to improve the visibility and effectiveness of the spray. I kindly request feedback from the company's direction team on this idea and possibly some compensation for the wasted perfume. My son also acknowledges the difficulty in identifying the black-on-black spray hole, especially for individuals of varying ages. I initially tried to contact Lancome via email but did not receive a response, prompting me to seek assistance here. Thank you for your attention to this matter. - Jean R.