Lancome
Reviews and Complaints

My order LAN_08943620 came today - it's missing the chiara palette and the chiara makeup bag, and the mascara's box is completely busted. How you managed to send me my order when the biggest, most item in it is missing is beyond me. Get your [censored] together please, Lancome, you've clearly let things slide. Your customer service sucks too - don't make me rant about my last order, where one of your reps picked up the phone and sassed the [censored] out of me with her apathetic rudeness. At this point, I honestly urge other people not to buy from the Lancome site directly anymore, you're only going to pain yourselves.

There is a discrepancy in the amount calculation on the Lancome browser website vs when I opened the site on my Safari - iPhone. The subtotal on safari is $97 which is wrong vs the sub-total of $95.20 on chrome browser. I am extremely disappointed with this sort of unethical activity and hence reporting the issue here. Undoubtedly hundreds of customers have been charged the miscalculate charge without any idea.

Calculation on Safari-iPhone- WRONG ONE:
SUBTOTAL $ 85.00
PROMO - WELCOME15 APPLIED REMOVE
SHIPPING FREE
SALES TAX (ESTIMATED): $ 10.20
SUB-TOTAL $ 97.00

Calculation on Browser- correct one

SUBTOTAL $ 85.00
PROMO - WELCOME15 APPLIED REMOVE
SHIPPING FREE
SALES TAX (ESTIMATED): $ 10.20
SUB-TOTAL $ 95.20

In March (2020) I requested my automatic shipping be canceled due to financial hardships caused by COVID. However, my card was recently charged on the 12th of this month for automatic shipment order which has caused me financial strain this month. I have not been able to have my issue resolved and I really need to speak to a supervisor or management.

Just finished talking to a customer service rep "Ayeesha" about an order placed back on november 17 for several items taking advantage of the holiday season sales they advertised and come to find out that my order was cancelled without notice or any attempt to reach out to me to verify the order! She kept telling me the order was cancelled because I placed the order under my wife's account and I placed the order for her and paid it for her birthday gift and it never arrived! Only when we checked on the order is when we realized that the order was cancelled! My contact info was all over the place and yet we received no contact at all! This is unacceptable!

The service rep I spoke with kept saying the order was cancelled because the order was placed by me and not my wife and because of that - it was reason enough for them to cancel the order because it was deemed a fraudulent order! What a poor excuse for not being able to fulfill the order placed! I escalated the call and asked to speak with a manager and guess what? There were none on duty and that someone will call me back... I am definitely not holding my breath. Needless to say, lancome really needs to review their policies and procedures on how to deal with orders that their system may deem to be fraudulent. The way they handled this is a shocking disappointment especially for a well known brand. Very disappointing experience!

Brandi Madison I have been a happy customer for over 27 years, but your customer service is terrible.

I have also emailed and messaged you on Facebook. Finally, I talked with a customer service rep named Lovely.

She told me she could not help me because the item is no longer in stock.

But I spoke with customer service in April and told me they were going to mail out the bag but they didn't.

If I don't receive a response by close of business on Monday, I am going to dispute the charge on my credit card. Here Is my #Order n° LAN_[protected]. Additionally, if need be, I may take a picture of all these complaints on Facebook and send them to your CEO.

I have called several times but the wait times are too long.
I did not receive:
BLACK STRIPE TOTE
Order Number: LAN_[protected]
Please send me one and let me know when it is shipped.
Thanks.

Hi my husband bought me this for Christmas in a set. It is clumpy and horrible to apply and remove pls advise on replacement. I always use good high quality make up but have found this in less than a month not great. Is there a dodgy batch ? My husband has no longer the receipt but it was bought from boots in a set with a lipstick and an eyeliner. Pls advise

I received an email message which stated, "Enjoy a 7-Piece gift with $45+ Purchase. . . . & Enjoy $15% off with code celebrate" and I got the same targetted ad on Facebook. I placed an order for $50, selected my gift and applied the code, which was rejected. I contacted customer service and they stated, "Jasmine: Keep in mind the 15% off and the samples can not be applied at the same time. I do apologize for this misleading ad that we have, we are working to fix this issue right now" (I kept a copy of this transcript which I would be happy to email to you). This is false advertising and it is truly unethical. I would expect that, if you made a mistake, you would honor your offer. It seems it may be time for me to finally search for a new cosmetic provider.

Dear Sirs,
On Jan 7th 2020 I have bought a Mascara Lamcôme Définicils at the Duty Free of the Riga (Latvia) airport.
Unfortunately it is impossible to use this Mascara at all as it simply scratch the eyes and it herds.
It happened the first time in my life, and therefore I hadn't kept a receipt.
However I do hope Lancôme will decently solve such a situation.
Faithfully yours,
Olga Mazurova
+[protected]
Olga.[protected]@hotmail.com

I ordered a bottle of perfume because of a sample I received with a order and the perfume was nothing like the sample so I sent it back because it smelled horrible musty and old I didn't receive my refund and I have been contacting customer service for over a month and they keep giving me the run around I sent them the order number and tracking number they have it because it was signature requested when I sent it! Very very disappointed

Good morning
I was going through the St Pancreas train station with my girlfriend this morning, (6.12.19) I was thinking very much of my Christmas list, I heard so much good reviews about your new Lancôme perfume so I wanted to smell the product to foreseeably to buy 2 " bottles for Christmas, one for my girlfriend and one for my sister.

I went to the Lancôme stall, there was one of your representatives there opening up. I asked her kindly If I can have a free sample of the perfume in question, she said NO.. I was amazed, she said that they open up at 7.30 am so come back then.

I start work at 9.00am there is no way that I can make it back at that time.

Where is the season of good will? good customer care and service ?
It was not to say that any cash was involved, this was a free sample bottle that I had asked for.

I feel that there was prejudiced on her part which in fact made me feel discriminated against, almost as if to say because I was not dressed that part I did not deserve to be served, this is highly inacceptable.

I really wanted to purchase this perfume but how I was made to feel Lancôme representative did not sell the company, her attitude made me feel disgusted of the company.
No I am not a person to complain, but I felt very upset with the treatment that I received that I asked my girlfriend to write this email for me.

My Name Is Mark Walcott - My girlfriends email address [protected]@yahoo.com

About a year ago or earlier, I purchased an order of wonderful make up. Loved it! However, soon after, my account with credit info was hacked and someone charged 3 orders to my account totaling around $750. I suffered a lot of stress from bank: fraud documents, replacement of credit card and more. When I asked your company to offer any curtesy for my troubles, I was told it would happen. Nothing was offered and I'm needing products but hesitant to use your online site. I've been to Ulta to buy products. Guess I'm asking for special treatment or additional offer before I order from you again.
Update:Because of your online sale, I tried to order products today.
However, my credit cards were not allowed to go through stating a problem with them. ? Thanks, Holly

3 weeks ago, My husband bought me all eye need travel set from Dammam airport Saudi Arabia. He got it from the duty free shop.

The picture in the package looks totally different than what's inside. Some with different labels and some without. If you notice in the picture attached, the blue eye makeup remover has none! And Lancôme logo flower in the mascara looks different.
It looks unauthentic and I need to know why ?its really suspicious.
I need someone to contact me regarding this issue. I have a picture of it and I need to double check.

This is the second time this year I've had to replace my foundation because the bottle dropped only once and shattered into pieces! Do you offer replacements or discounts so I can buy another foundation. It's ridiculous that such and expensive product is so fragile and packaged so poorly. I have carpet and still bottle dropped only once and shattered everywhere!

Love the product but hate the applicator & bottle. The applicator doesn't go to the bottom of the bottle & you can't turn the bottle upside down & drain what's left in the bottle. I bought 2 bottles, which BTW is expensive & don't get to use it all. I am thinking about going back to Estee Lauder with the medicine like dropper that gets the last drop & you can turn it up to get it all.
Thanks, Sue Tribble
1012 Bay Colony Dr.
Richmond Ky.
40475

I visited the Lancôme desk in Boots store Liffey Valley to see if they could help me but as I had bought in the airport they gave me the customer service phone number. I rang and explained to the girl that the product is a totally different reddish colour rather than brown as per my old one I have of the same product and code. She told me as that is not a fault she could not help me. This is ridiculous as the product is faulty if it is a totally different colour than the sample I tried in the airport and the previous ones I have always bought. The top line is the correct colour brown and the bottom line is this new colour which is reddish. My email address is [protected]@hotmail.com and my phone number is [protected]. Thanks, Jennifer O'Connor

The wand has come away from the lid. It is now useless. The design of this wand needs looking at. I tried to take this back to the store but apparently not their policy to refund/return. This is not a cheap mascara. I am very disappointed and dont expect this from Lancome. No mascara I have ever had has done this. This cost £27 and I cannot use it. Note the wand didnt snap just came away from the lid presume because of the curve design. Really not happy about this I paid extra because I wanted a decent mascara and in fact turns out to be the worst one I have ever had!

I bought the above body lotion at East Midlands airport for my holiday. I only used it twice because it wouldn't absorb into my skin merely stayed white in my skin creases and formed lots of small white bobbles over my body that were difficult to brush off and clung to my clothes. I cannot use it. Have purchased this body lotion before it was lovely and this one is completely different, smell didn't linger either.

I have always used lancome lip glosses and they were nice. But this new one disappointed me very much. I bought Lancome L'absolu lacquer 312 in April 2019. It is very liquid. Like water. It is very difficult to put it on lips to make it look nice! When the lips touch each other it becomes uneven and it doesn't look beautiful. Its high price does not correspond to its low quality. I would like to change it for a previous model of Lancome lip glosses.

On 3rd May I bought this product Lancome Star Bronzer Intense and found the pump does not work. It has barre code which is 3 147758 470833
I would like to have a refund please or replace a new one.
I send you a photo with receipt dated 3rd May

I am Deaf and sign language user and unable to hear on phone. Please communicate with me by return e-mail.
Please advise, thank you.

I bought the Monsieur Waterproof Big Mascara in Limerick, Ireland. I am extremely disappointed as the mascara is extremely clumpy, therefore rendering it useless.
I am a fan of Lancôme mascara for years. Please issue a refund or perhaps an alternative mascara such as Volume a Porter (which was the mascara I previously had).
Kind Regards
Fionnuala McEnery