L'Occitane
Reviews and Complaints

L'Occitane Kazakhstan is charging extra money for bags, they always used to be free. The samples, which should be free as well, also require payment, which defeats the purpose of samples. The promotions and discounts that are available in other countries, are limited in Kazakhstan. With already existing disadvantages, the official distributor decided to charge extra for stuff that should be free...

Returned my order back to them nearly 2 months now and I’m still awaiting my refund! No refund has been issued still! Worst customer service. No one responds back. Items missing from my order and still awaiting for my refund. Ordered from here for Christmas presents for the family and wish I didn’t. Have sent multiple emails and have asked to raise an official complaint which still has not been done!

Placed an order EC002681100 with the recent 20% off & was lied on their email ship date. Part of my order was two tubes of hand cream. One tube had NO SEAL & was obviously opened due to the indentation on the tube!
CANNOT RETURN DUE TO THEIR RETURN/EXCHANGE POLICY BUT ITS ACCEPTABLE FOR THEM TO SHIP USED MERCHANDISE

ANY ITEMS PURCHASED ON SALE OR AT A DISCOUNTED PRICE ARE FINAL AND CANNOT BE RETURNED FOR A REFUND OR EXCHANGE.
All returns and exchanges must include the original receipt or other valid proof of purchase. Return by mail by contacting our dedicated Customer Care team toll free at [protected] or contact.[protected]@loccitane.com. Please have ready your order number to initiate the return process. Refunds will be issued once the returned items are received at the L'OCCITANE warehouse and can take up to 2-3 weeks to process. A shipping fee of $4.95 will be deducted from your refund.
Should you choose to return a product within 45 days of purchase, we will happily exchange the item or refund the purchase price to the original form of payment, except CASH. Items purchased with cash in our boutiques, may only be EXCHANGED or a STORE CREDIT will be issued .

Ordered nearly $300 of there eye balm early august today is 13/01/21 still hasn't arrived I have rang them multiple times got the same run around every call I was promised a tracking code for my overdue purchases to be sent to my email within the hour of my call.

No email no product still waiting

Going through consumer affairs do not waste money on this scam

I was eligible for Membership having spent the minimum amount required in one order, and I waited for a year to receive my membership card, I assumed that any retail store might be able to pull my details through their system. I walked in to an outlet in Mumbai where I learnt that I have no record of being a VIP member. Since I had already shopped I thought of writing an email to the customer service. I wrote an email and an employee confirmed that the card will be delivered in the next online order. During the sale I ordered some items and expected to receive my card. still nothing frustrated i wrote an email again. This time the head of Marketing in India emails me assuring me that they are sorry and that I will receive my card in 5 days. Today is the 5th email and 11th day since she last promised me my membership card. Loccitane India doesn't care about its customers nor do they want customers to be loyal. Just an arrogant company wanting to take your money and not care.

I was offered this free birthday promotion below via text:

Bonjour and joyeux anniversaire from L'Occitane En Provence Karrinyup.
To celebrate your birthday with you, we will spoil you with a glass of bubbles, our signature hand massage, complimentary face massage and most importantly your exclusive L'Occitane Birthday present with any purchase.
To secure your booking please reply with YES and we will make it happen.
This invitation is redeemable throughout the month of your birthday.
Merci Team Karrinyup
9244 4850

A lady from Karrinyup store called me and we booked this in for Monday 27th May (I even took the morning off work) however when I arrived the lady in the shop didn't have any knowledge of my booking so I received a 5 minute hand massage and that was it, no bubbly and no face massage. The lady Katie who was working that morning was really lovely however if I knew it was just a 5 minute hand massage I would of not wasted my time going in. I think this birthday treat is a lovely gesture however if you are going to offer something then this really needs to be followed through as I was thoroughly disappointed and took time off work for this? I shop at Loccataine all the time and really love your store however thought I would share my opinion so another customer is not disappointed like me.
I appreciate your time and hope you can use this customer feedback for future reference
Kind Regards,
Samantha Wiltshire
[protected]@westnet.com.au

I was given a gift 1 year ago of a bottle of L'occitane Verveine Eau de Toilette, 100ml/3.4fl oz. It had been bought from your branch in Glasgow, Scotland, UK

I ordered my second bottle this week through Amazon UK and am quereing the difference in packaging, labeling and different styles of print.

1. The boxes are different shades and colours
2. The glass bottles and lids are different
3. The second bottle does NOT smell as strong as the 1st?.
4. The 1st bottle has 3.4 fl oz on it.
The 2nd bottle has 3.3 fl oz on it?

So how can I guaruntee that the second bottle from Amazon, is not a fake / copy?.

Please see pictures attached

My name is Mr C. Edmunds
Tel [protected]

I believe their website has been compromised. I placed a large order, which arrived in a generic US Post Office box. No L'Occitane identification at all. And 2 of the items I had ordered were not sent, but substituted with a similar product.

I would like a refund for the 2 hand creams which were not delivered as expected.

I also want to know if it is usual to have their chat function start out with "available to chat" and then suddenly become "unavailable - give us a couple of hours to get back to you." Very Hinky!

I will not be doing business with L'Occitane directly again.

I have been shopping their products for years as a loyal customer. But today was my first time call their customer service. Have to say the worst ever. I placed the online order and accidentally used a saved delivery address and need to change it before it ships out.

So for the first time i called and waited 15 mins to have some one answer, and she was really moody. Seems just want to get over the phone call. I thought maybe she just having a bad day. That's all right. Once I got the confirmation email, the zip code was with an extra # and city name was one word and got separated into 2 words.

Call the 2nd time, still wait for another 15 mins, and this one was not happy neither. She was harshly asking what kind of address you want to change with an attitude, so I though another one with a bad day? Anyway, got 2 confirmation emails with no updates, she basically didn't change anything

so call the 3rd time, long wait as usual. She seems normal compare to the other ones. Got the zip code, and when I told her the city name was incorrect, it should be one word instead of 2. She said I was wrong it should be 2 words. So I said "I'm sorry, this is my home address and it is one word" I was speechless.. Then she said" the mailman will deliver it even there is a space in between the words", and just wont change it.

So I gave up and said " just hope it will get here"

love their product, but this is just unprofessional

I received a gift card for this company from my very best friend for my birthday. I went online to L'Occitane's website and ordered a product. The amount of the order was slightly more than the value of the gift card so I paid the balance with my credit card. I entered the gift card number and credit card number when placing the order and both numbers were accepted. A day or two later I received an email from the company on January 13, 2015 saying:

Dear Valued Customer,

Your order is on HOLDPAY due to an automated invoicing issue which means your credit card has not been billed.

We can replace the order for you by resubmitting the credit card information(which you would provide) or we can cancel the order.

Please let us know how you would like to proceed. If we do not hear from you at [protected], your order will be canceled on 1/16/2015.

Thank you

I called on 1/15/2015 to resubmit the order. When doing so, they asked for the gift card number. Well, I used the gift card on the order and threw it away because, well, it no longer had any value, right? They would not resubmit the order without the gift card number which they apparently don't store in their computer system when you use it for an order. I have spoken with customer service 3 times now without success. I am being told that it my fault that I am out the gift card amount and despite the fact that they KNOW that I used a $25 gift card for the order, they are refusing to resubmit the order without a number. So no gift card and no product. I can't believe that this company stays in business. They have basically stolen my gift card and are telling me it's my fault. I do a lot of online shopping and I have NEVER seen a company that is this dishonest; I will never do business with this company and if you are considering doing so yourself, buyer beware.

I ordered through L'Occitane, US website for $ 159, on 03/23/2014 and they charged my Credit Card immediately, bur after three days I receive a email from L'Occitane, stating that they will not be able to fill my order in accordance with their recently-updated Terms & Conditions.
When queried as to the term or condition for cancellation of the order. The reply received from Customer Services was that their policy is not to provide specific information, where they are not able to process an order.
It is highly disappointing to note that companies like these are able to do business with such elitist, arrogant and on your face policies in this era of consumer empowerment.
Boycott L'Occitane.
SakMun

I love their verbena shampoo, and hand creams. However, they have the WORST customer service EVER! It happened three times on me that they canceled my orders. First time was a week before my friend bday, and I bought her a gift set soaps as well as a shampoo for myself on L'Occitane website. After couples days I ordered them, they send me an email saying sorry that the shampoo is out of stock, I replied "that's ok, just make sure to send me soaps on time." then, after almost a week, they send me another email, said the soaps are out of stock, and my friend's birthday was just in couple days. YUCK! the second time, I bought a lotion and they offered a gift set together with my order. but，again, after couple days I ordered it, they sent me an email saying the gifts were out of stock! I was so angry! they ask me if I still want the lotion, I first replied yes, but just after couple hrs I saw they didn't reply and I relied them again and said "please don't send it to me, I'll reorder it together with other products in order to use anther promotion code." HOWEVER, they didn't reply this email finally, and sent me the lotion! I was so angry and emailed their customer service, and they replied me very rudely, and highlighted the email I sent them first time w/ sentence "please still send it" ... I'm done w/ L'occitine, they have no CSM.

The products are over-priced and do not satisfy the product description by failing to do what they state they will do. The store near me is always people-empty. I find that the first time you enter, the sales assistants do help when you ask them yourselves. They are happy to sell you things. However, if you return or exchange products because you have changed your mind or they are not suitable for something else, they are really unpleasant about it. It is a shame that they fail to understand that skin changes to many factors e.g. climate, hormonal, and that products still have a monetary value for re-sale. Regardless, customers do not have to buy from L’Occutane and pay for such poor customer service. They lost my consumer loyalty when there are substitutable competitive brands such as Molton Brown or Jo Malone etc.

The packaging on their shower gels is deficient - two of them, one Cherry Blossom Shower Gel and one Honey and Lemon Foaming Jelly, cracked, causing most of the product to leak out before I could use it. This was not due to misuse/mishandling by me - I used these shower gels as I would any other. When I sent contacted their customer service via e-mail to make them aware of this problem, I received a generic reply that essentially told me "sorry to hear that; we'll notify quality control." What a great reply for the loss of $40 worth of shower gel. I replied to their e-mail, letting them know that this was not really a satisfactory answer, and to date have received no response. I will no longer purchase ANY L'Occitane products, and am making sure I tell all of my friends about this poor customer service experience.