Lancome
Reviews and Complaints

Dear Lancôme customer services I purchased two mascaras from Heathrow duty free shop a few weeks ago: Hypnose Doll Eyes and Volume a porter. I had used Lancôme mascaras before but as soon as I started wearing either of these my eyes began to sting and hurt and soon after I developed a migraine like headache. I tried this with both a couple of times and the same thing occurred. Unfortunately as I was going away I didn't keep the receipts. I can't use these products as I believe they must contain harmful chemicals to induce such reaction. Please let me know if I can return these and get a refund. Thank you Neda Geranfar

Hello,

It is about the WRONG design of the Renergie Multi-lift Reviva Plasma. The mechanism to release the product is never user friendly and never good working one. I've been using this product for a long time and all of the bottless fail after 4-5 times use. It really gets my nervous as it becomes a horrible experience to get the product out. I generally break the tube (not easy) and try to get the content out to put it in another jar which means loss of the quite amount of the product. Please change that useless design of this very expensive product as part of my budget goes to trash due to non-working mechanism. Thanks.

This is absolutely not about Lancome. This is the shocking realisation that in india we are using expired products which has expired 3 -4 years back. I love your products and now I love it even more for the glow all these expired lancome products gave me. Seriously I would love to use lancomes fresh creams and can imagine how wonderful it would be. I recently learnt to check the batch code which I was ignorant about
I got visionnaire yesterday from flipkart india with the batch code...40H904.
PLEASE DO SOMETHING ABOUT IT. WE LOVE YOUR WORK AND PRODUCTS!

Hi
This is Riyam Al - Zoabi. I am Lebanese. I live and work in Kuwait as a teacher.
I'm writing this email to complain about your sale-woman who is working in Nafez Al Masri shop which is located in Tripoli- Lebanon- Tall street and I think her name is Suzan, what I am sure she is blonde, little bit short and chubby.
The accident happened on Thursday, August 31 when I was in the shop with my sisters as we were in Lebanon in Adha vacation, and we are frequent customers for this shop and I can give you my number in Lebanon so you can call the shop and ask them about us.
we bought few things and I was walking near the stand of your brand while my sisters were waiting their turn to pay, and I saw the new perfume which honestly I forgot its name. I held the bottle and sprayed to try like I always do in the whole shops in many different countries. Suddenly, I hear someone shoutingggg at me " heyyyyyy excuse me this is not allowed" Sorry the shop was full with clients as this day was a day before Adha feast and everyone stopped and stared at me as if I am stealing.
I told her sorry I didn't do anything and this what I do in all shops, she said no no this is not allowed here and she came and removed all the bottles.
ok, lets say this is not allowed, and I know it is not allowed because I said I have been to many different countries and shops. the way she talked to me is not acceptable, she should come close and talk to me in a polite way.
I am not stealing, these are samples for the clients. everyone should try them.
Sorry if my message was long, but I am really upset was embarrassed in front of all those people who started looking at me and rumored. and since I have many friends in Lebanon, I told all don't everrrrr go there and buy any lancome product from this lady.
my phone number is [protected]
email: [protected]@hotmail.com

I use the Lancôme website to order their produce I found it easier however I will never purchase from them again. I received an email on 3/2/17 that my order had shipped. The order was for a 100.00 gift card which I did not place. I contacted customer immediately and they stated someone would review and would contact me. Never received a reply. I then sent an email on 4/26/17 with the info . When I ordered I paid via pay pal. I contacted them and received a response that Lancôme verified the order. I then contacted Lancôme again and received a response on 4/27 asking for information such as who the gift cared was for, the purchasers names, email etc. I replied I had no idea since I didn't not order this and it stated it was for me etc. I did receive a reply that they were sorry and were looking in to this and would follow up with me. Never Heard back. I also contacted my credit card company they have been working on this and the last info I received from them was that Lancome said I purchased this. I gave the credit card company all the info again. One other item was I received the email that said it was sent to me but it wasn't and the credit card company said that they provided the email to them it wasn't mine and they would again contact Lancôme. I will never buy from this site again.

I have regularly bought lancome mascara, have tried them all and really like grandiose BUT the last couple of times the ring in the base has come off into the wand section and this time the wand won't go down into the base, ie it won't screw shut.
This means it dries out and has to be replaced before it is used up. There is obviously a design fault with this one, possibly because the wand is bent.
When I complained to Boots they said it wasn't their problem!
This is not a cheap product.

Dear Lancôme Team,
I am a more than regular client and love you products very much.
Still, I have bought a Marcel cousin and I am more than pleased with the product, but the packing broke the second day of use. Now I am left with 4 refills and no mirror box to put it in which leaves my foundation pad always outside collecting dust. I can't purchase an empty box and I do not need another full product as o have enough refills to last me for months to come. Please inform me on how I can get one empty box for my miracle cousin. Thank you!
Roxana Schellhorn
Trabrenstrasse 6-8, 1020 Vienna, Austria

Lancome is the worst company I have ever deal with! I have ordered some Lancome products and my order did not arrive. I contacted their support and it was a total joke, I heard nothing but lies and empty promises. They said that my order was sent, but there was no tracking number and when I asked for one they said yes sure and nothing.
I was in contact with Lancome for a long time and they were not able to tell me anything about my order. When I asked for a refund they did not reply and after that I never heard anything from them again.
I sent them a message and warned them that I already reported them to police for fraud and scam and only after that they sent me a message where it was said that my order was cancelled. I'm sick of Lancome and hope they'll be out of business!

This website is absolutely ridiculous and I regret I bought from them!
I placed my order with Lancome and they took my money but I did not received a payment confirmation. Red flag!
Contacted Lancome and asked what was going on and their rep said that they did not have any record that I made an order! I explained that I bought some of their products and that my card was charged and that I can get all the necessary proofs from my bank. They said they'll check again and promised to contact me back later. Several days passed and they said that they were not able to find my order and said they'll call me back as soon as they decided what to do, but they never contacted me back. What is this? Seems like a total scam! I demand my money back!

During black friday this year (2016), I ordered 5 dreamtone from Lancome website. After I received it, all of them are EXPIRED! Then I went back to my last order from Lancome which was from September 2016, which is also EXPIRED!
So, I called Lancome and explained this situation, and return back all of these products I received.
nearly a month passed, made 10 thousand calls, talked to many lancome staffs, they promised my refunds will show up 5-7 business days, But, NOTHING IS SHOW UP AT ALL!
PLEASE REFUND ME!

I have purchased several items from Lancome and was supposed to get a free gift but did not receive it. When my order arrived and I realized that there was no gift I contacted Lancome and they said that they simply forgot!
I asked them to send it to me separately but they said that was impossible. Their rep said that I'll get a gift next time. What a terrible service! They don't keep their promises and they still think that I'll order something again. I am very disappointed with Lancome and in my opinion that's not a good way to do business!

I placed an order online via website lancome.de (Lancome Germany). It took more than one month to delivery the package to me, during this time I wrote many emails to them to ask about my order. They reply me that they will delivery the package in a particular day, but they did not. I still way for more than 2 weeks.
I am really disappointed at Lancome services.

When I received the package, it was too late what I was expected, then I email them to ask the process of returning the product. But they did not answer me, I sent several emails to remind them, they still kept silent.

I cannot believe the service Lancome provided to their customers. Stay away LANCOME intermediately.

Here is two emails that I communicated during my complaint.
[protected]@lancome.com,
Your.Luxury.Beauty.[protected]@loreal.com

I placed an order on December 17, with the code "wish" for free next day shipping. I received a confirmation email from Lancome, confirming the UPS Next Day Air. As of today, December 21, I still have not received the order. When I called the so called customer service center I was told it was sent standard shipping and was due to arrive on Thursday. I asked to speak to a supervisor, but was told they were all in a meeting and would call me back. As of 7 pm still no return call. I asked to place the new order, with overnight shipping and I would send the other back, if it ever arrives, only to be told no. I was told I could get 10% off my next purchase for my trouble. Really? They send me offers of 20% off purchase quite often. Lancome solicited my business, with a promise of free next day shipping, only to decide to send it standard to save themselves some money. This has to be the worst shopping and customer service I have ever experienced.

I Also have had horrible experience with Lancome customer service. Every time I call I am placed on hold for an extended period of time. I returned 2 pairs of tweezers and never received a refund or a credit. I called to ask what happened to my tweezers and was told they are sitting in our warehouse somewhere. What? I enclosed my name, my phone number, my address, a secondary contact phone number on the return receipt along with the order #. When I called in I was asked for my order #. Well I didn't memorize it I sent it back wit the product! I have my tracking number showing it was delivered and returned to Lancome. How are they unable to find my purchase? So I asked the representative.."So since you cant locate my return... I am out the $64.00 ? "Yes Ma'am you are". What ? She also said "Well we cant issue refunds for people who call and say they returned something if they don't have an order #? " Seriously ? I also will no longer purchase from Lancome.com and have hung up these postings in the lunchroom at my work so everyone can see and not buy Lancome either. This a second run around with Lancome ..last time when I made a purchase on line they charged my card 5 times for the same purchase and when I called them they tried to say it was the banks fault no theirs..AND it took me 2 weeks for them to release the funds they had placed holds on for 1 purchase they charged me 5X's for. So unhappy with this company!

I ordered a night cream, mascara set online and a free sample which came along the order.When I received the pakage, my nightcream was missing! So I called customer service and this girl first asked about my issue and I explained to her I fidn't receive mt nightcream.She said she is transferring me to a "prder specialist" and put me on hold forever... I held for like 30 minutes and gave up. I called back.But this time the person who got it helped me right away when I explained my issue. She said it will take couple days just to process it before shipping.After 3-4 days we called back and they said it still hasn't been processed!They told us to wait until certain date-but I still did not receive any shipping confirmation still..They said if we don't hear from them they will refund us. I don't trust that they will do either one.by the way, I think the first call girl could have helped me but put me on hold cuz she didn't wanna help me.Anyways I don't get how they could have missed the most important thing out of the order!

Has anyone noticed a reaction to this product? I have used it for years but the most recent jar has a distinctly different creme in it than before which leads me to think the formula has somehow changed. My eyelids are dry and itchy with puffy spots and I've narrowed the culprit down to the new creme, but can't be positive. Just wondering if something has been added to make this happen.

I urge Lancome to reconsider using Penelope Cruz as a model.The actress has chosen to publicize her political views. Unfortunately they display real ignorance and perhaps prejudice. Actors should know that there are consequences to their careers when they step over their professional line. It is the risk she and Javier were willing to risk.I see the commercial often and wish it only featured the beautiful Kate Winslet.

I have been trying to place an order over one week and their shopping cart returns errors security code invalid. I used 4 different cards and the same error. I even had my daughter try to place an order with her credit card and the same errors popped up. I called twice and both times I got rude employees who said there is nothing they can do so just go to a store and buy it. I don't want to go to the store, I am ordering online. They would not take the order over the phone because they said they will get the same errors but they did not even try. I have never seen such horrible customer service. What is sad is the company thinks they are above it all and can be rude and not help a loyal customer because they will always sell their product.

It is with much agony that I am writing this issue here and to share with all people who may have thoughtalways that Lancome / Loreal is a respectable brand.
This all started with my purchase of Lancome Absolue Precious Cells Eye Serum on 19th April 2014, which caused very bad allergic reaction to my eye areas. I viewed Lancome as a respectable brand and yet my personal experiences on thisaccount has now put my belief towards this well-known brand in serious suspension.
Since mid April, my encounters withvarious staff within Lancome / Loreal Malaysia has proved to be unpleasant, from the counter girl in Holiday Plaza Malaysia, Counter Manager, to various office representatives whom I thought to have better ability to handle consumer issues with greater care. All the above people have presented me with a picture what I never expect from a giant FMCG – failure in fulfilling what has been promised.

The cap breaks away from the inner cap and then the glue on the inner cap breaks off, so I have to pull off the second cap and it pulls on the plunger that releases the makeup, it causes excess makeup to be wasted. Each bottle costs $54.00 and I have used 7 bottles and each one I have experienced this problem. I do not want to go to another company.