can't speak to a person
Cannot speak to a person about a billing for Yves Rocher. Mother in-law is in nursing home and I am trying to get all of her finances in order and the billing does not state the date or what billing is for. Cannot get information needed to get this taken care of. She does not remember getting this product and has paid in duplicate in the past for product...
Read full review of Yves Rocherrude customer service
Don't shop at Yves Rocher anymore! Their customer service reps are rude, they don't really deserve any business. Being their customer for at least 10 years, I find the service gone down to nil. I tried to order something online using their promo code from the package Yves Rocher sent me, and something didn't work. I called the customer service and request help by offering the promo code, the rep refuse to help. She told me if you cannot find the promo online she won't find it neither. I asked for the supervisor, she basically stop talking to me, she then hang up on me after a little while. This is unacceptable!
never received my order
I orders a some perfume worth £50 from Yves Rocher website but they never came though. They initially sent an order confirmation with my correct address on. And then they sent a delivery note with an address slightly different from the address on the order confirm. I emailed them inregards to the address mix-up. They confirmed that my order will be sent to my right address. However I never got my order. I have gotten in touch with Yves Rocher in relations to this but they have refused to reply.
The complaint has been investigated and resolved to the customer’s satisfaction.
I JUST WANT TO KNOW WHERE MY ORDER #[protected] IS, ANSWER ME PLEASE.
I've had the same problem many times. Yves Rocher used to be a great company until Mr. Rocher died. Now it's a pathetic business with mediocre products and deplorable customer service. Very sad. Yves Rocher, the founder, would be very disappointed in what his company's become.
Mon nom est: Pierre St-Yves et j'ai acheté SpyHunter sans toutefois le recevoir.
Le 10 Août 2014 vous avez débité ma carte Visa d'un montant de:29.99$U.S
Vu ce qui précède, je vous serai gré de bien vouloir me rembourser ce montant et de fermer mon dossier.
Je ne veux plus rin savoir de votre compagnie.
horrible scent
HOLY JESUS THIS GEL HAS THE EXACT SCENT A BLOODY SCENTED MAXI PAD WOULD HAVE.
I purchased this gel along with a shampoo of the same line of product a month ago, and have not discovered this horrifying fact until i started on the gel lately. The gel itself was okey for it did somewhat soften your skin, but then i got out of the shower and found my entire body smelled JUST LIKE a scented maxi pad all drunk up with fresho blood. SO EMBARRASSING.
I have absolutely no problem with scented maxi pads but the additional hint of extra bloody flavor is just gross.
I have no idea whether the herb extract within the gel or the scent they added is responsible for this odor but it DOES bother me.
The complaint has been investigated and resolved to the customer’s satisfaction.
bad products
The products, i.e perfume are not as good as before.. the scent of the perfume is not the same and it does nor stay for a long period. 2 years ago the products were of good quality. it seems as if lots of water were added to the perfume. They are stealing the money of Mauritians. many people have complaint about this, saying that the freshness, smell and quality has deteriorate!
The complaint has been investigated and resolved to the customer’s satisfaction.
Yves Rocher (Mauritius) for the stanhome products for the month of September 2011, the catalogue mention that with a purchase of above Rs500, a grand vanity bag is offer as gift, but it just a lie. i make a purchase of above Rs500 and i receive a simple move it bag or three photo phore.. Thats a cheating to the client. I dn't think next time i will buy Yves Rocher products.
doesn't seem to ship when they say they will
I placed an order with this company more than a month ago. My order included several free samples and a free regular sized item. A few days later, I received a shipping confirm but never got the package. Called and told them what happened. They said they'd send it out again. Got another shipping notice - never got that package either. Called again to ask what was going on. Per the post office they never received the first shipment from Yves Rocher, and the second was returned for an incorrect address (even though the YR customer service dept. read it back to me and it was correct). So they said they would send a third package out. This time, when I got the shipping confirm, none of the free items were listed and one of the items I ordered wasn't there either. When I called customer service, after listening to a few lame excuses and pressing the rep for a real answer, she finally admitted that the packages may not have been shipped because of backordered items. She offered to send the free items out separately, but if I can't get the stuff I paid for, it's not likely I'll get the free stuff either. What legitimate company would knowingly charge my credit card for items that were not in stock?
I contacted my credit card company to remove the charge (since I still have nothing), but this whole experience has left a bad taste in my mouth. I want to tell others about my experience so they can do their own research on this company before placing their orders.
This company does ship late. But I've been shopping w/ them since 12 yrs and never had a problem w/ wrong charges and everything mentioned above. I actually like their customer service.
scam - never shipped my order
I placed an order with this company more than a month ago. My order included several free samples and a free regular sized item. A few days later, I received a shipping notice. Never got the package. Called and told them the issue. They said they'd send it out again. Got another shipping notice - never got it. Called again to ask what the problem was. The address was correct but the tracking info kept saying it was never picked up for delivery. So they said they would send a third package out. This time, when I got the shipping notice, I saw that none of the free items were listed and one of the items I ordered wasn't there either. When I called customer service, listening to a few lame excuses, the CS rep finally admitted that NONE of the packages were shipped but she would send the free items out via separate letter. I doubt if I will get my items at all and don't appreciate being taken for a ride this way. A legitimate company would not have knowingly charged my credit card for items that were not in stock.
I contacted my credit card company to remove the charge, but this whole experience has been a total waste of my time. I want to warn others not to deal with this company since they don't seem to have any respect for their customers. Beware.
The complaint has been investigated and resolved to the customer’s satisfaction.
awful service
I made a large purchase from this Yves Rocher(over $200) and on the web page the price listed for a brush-set was on sale for 50% off the normal $15, so it was $7.50. I placed a large order with over 20 items and did not realize until after the order was placed that the brush set some how ended up being charged at the full price and not the 1/2 price it was listed for on the web page. When I contacted Yves Rocher customer service they told me I was looking at a different Yves Rocher web page. I even copied the web page as a JPEG image with the sale price listed and sent it to the customer service. And their response was... well I pasted it all below.
On Dec 2, 2008, at 9:11 AM, customer_services AT yrnet.com wrote:
Customer Number: 6XXXXXXXX
Dear Ms. XXXXXXXXXX,
In response to your email, we wish to advise that it is indicated on our website that the 50% off excludes already reduced items, samples, "every day low priced" items such as Plaisirs Nature, Limited Editions, Gift Sets and some seasonal items. Since the Makeup Artist Brush Collection is shown at the regular price on our site, and is a gift set (not one of our regular items, ) it is not included in the 50% reduction.
Following your request to cancel your order, we regret to inform you that we were unable to intercept it on time. As an alternative, we suggest that you refuse the parcel at the time of delivery or, that you return it to us along with the shipping and handling receipt.
We apologize for not being able to respond in a more positive manner, and we appreciate your understanding in this matter.
Should you have any further questions, please do not hesitate to contact our Customer Service Department at our toll-free number: [protected] or by email at customer.services AT yrnet.com. Our representatives are available 24 hours a day, 7 days a week for your convenience.
--------------------------------------------------------------------
Date: Mon, 1 Dec 2008 22:11:26 +0100 (MET)
From: customer_services AT yrnet.com
Subject: Re : c47233e14ef3343 Question about a payment or balance due
Customer Number: [protected]
Dear Ms. XXXXXXXXXX,
We wish to inform you that the Internet promotions available on our website
(www.yvesrocherusa.com) are completely different from the Internet promotions
available on our new Holiday Boutique (boutique.yvesrocherusa.com). Each
promotion offers you different gifts, products on sale, shipping fees as well as
different terms and conditions.
As listed on your order confirmation and on our website, the 51987 - Makeup
Artist Brush Collection is $15.00.
We apologize for not being able to comply in a more positive manner with your
request and for any inconvenience this may cause.
Should you have any further questions, please do not hesitate to contact our
Customer Service Department at our toll-free number: [protected] or by email
at customer.services AT yrnet.com. Our representatives are available 24 hours a
day, 7 days a week for your convenience.
We thank you for your interest in Yves Rocher products.
Best Regards,
Marie-Andrée Hould
Customer Service
Yves Rocher North America
customer.services AT yrnet.com
[protected]
In an effort to offer you the most current shopping opportunities, we may
contact you by email with news about Yves Rocher products, service, and events.
You will only receive these emails if you have subscribed to receive them or if
you have placed an order from our website. If you do not wish to receive these
E-mails, please contact us at customer_services AT yrnet.com or simply unsubscribe
through the links included in any E-mails received by you from Yves Rocher.
We thank you for your interest in Yves Rocher products.
Best Regards,
Lorna Lorenzi
Customer Service
Yves Rocher North America
customer.services AT yrnet.com
[protected]
-------------------- Message d'origine----------------------
FROM ME TO YVES ROCHER
le 30/11/2008 00:55:14
sujet : Question about a payment or balance due
I just realized one of the items i ordered is in the cart for full price, but
when i added it to the basket it was listed at half price for $7.50. The item
number is 51987 and the item is Makeup Artist Brush Collection
Regular Price: $ 15.00 Now $ 7.50 . I would please appreciate is the $7.50
difference would please be refunded to my credit card. Thank you
________________________________________________________________________
-------------------- Message d'origine----------------------
FROM ME
le 01/12/2008 23:04:59
sujet : Re: Re : c47233e14ef3343 Question about a payment or balance due
When I go to the webpage as I did the day I placed the order the it says the
entire site is 50% off and the free shipping and gifts are the same ones listed
as I received. If this is an issue and you will not honor the price listed on
the web page I would like to cancel my order.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am also displeased with communication with Yves Rocher since I am supposed to have a $20.00 voucher on their books for over a year now and I am still told I cannot use it. I have been a customer for over 30 years and feel as though I should get better service than that. I was also told at one time that if I wanted to use this voucher I would have to order a product at exactly the $20.00 and I couldn't order below or above the $20.00 amount. There was not a product available for exactly $20.00. I am so disappointed in the $5.95 charge for shipping now and really am considering discontinue ordering anymore. I wanted to get the free over body purse last month but was again told I couldn't use the voucher as it was not on my account anymore. I really like the products but it is now not possible for me to order without using the voucher that I am supposed to have or as I was told do not have. I also had a problem with payment a awhile back and was told that my payment was never received and I paid but almost a year later was sent a letter with my returned check stating that I had overpaid, even though they said they had never received this check. I did check with my bank at the time and found that the check was never returned to them and never cashed. Try to figure something out for me as I just received another order form offering me a free product which I really wanted and use frequently but am hesitant to order. (faithschildt@yahoo.com)
This company is absolutely scandalous when it comes to maintaining accurate payments records. Even when credit card payments and money order payments are confirmed, they will continue to bill you over and over again. Then harass you by threatening to send the invoice to collection agencies if you don't continue to let them EXTORT money from you. BEWARE! Also, the quality of their products has become extremely inferior.
awful service
I made a large purchase from this Yves Rocher(over $200) and on the web page the price listed for a brush-set was on sale for 50% off the normal $15, so it was $7.50. I placed a large order with over 20 items and did not realize until after the order was placed that the brush set some how ended up being charged at the full price and not the 1/2 price it was listed for on the web page. When I contacted Yves Rocher customer service they told me I was looking at a different Yves Rocher web page. I even copied the web page as a JPEG image with the sale price listed and sent it to the customer service. And their response was... well I pasted it all below.
On Dec 2, 2008, at 9:11 AM, customer_services AT yrnet.com wrote:
Customer Number: 6XXXXXXXX
Dear Ms. XXXXXXXXXX,
In response to your email, we wish to advise that it is indicated on our website that the 50% off excludes already reduced items, samples, "every day low priced" items such as Plaisirs Nature, Limited Editions, Gift Sets and some seasonal items. Since the Makeup Artist Brush Collection is shown at the regular price on our site, and is a gift set (not one of our regular items, ) it is not included in the 50% reduction.
Following your request to cancel your order, we regret to inform you that we were unable to intercept it on time. As an alternative, we suggest that you refuse the parcel at the time of delivery or, that you return it to us along with the shipping and handling receipt.
We apologize for not being able to respond in a more positive manner, and we appreciate your understanding in this matter.
Should you have any further questions, please do not hesitate to contact our Customer Service Department at our toll-free number: [protected] or by email at customer.services AT yrnet.com. Our representatives are available 24 hours a day, 7 days a week for your convenience.
--------------------------------------------------------------------
Date: Mon, 1 Dec 2008 22:11:26 +0100 (MET)
From: customer_services AT yrnet.com
Subject: Re : c47233e14ef3343 Question about a payment or balance due
Customer Number: [protected]
Dear Ms. XXXXXXXXXX,
We wish to inform you that the Internet promotions available on our website
(www.yvesrocherusa.com) are completely different from the Internet promotions
available on our new Holiday Boutique (boutique.yvesrocherusa.com). Each
promotion offers you different gifts, products on sale, shipping fees as well as
different terms and conditions.
As listed on your order confirmation and on our website, the 51987 - Makeup
Artist Brush Collection is $15.00.
We apologize for not being able to comply in a more positive manner with your
request and for any inconvenience this may cause.
Should you have any further questions, please do not hesitate to contact our
Customer Service Department at our toll-free number: [protected] or by email
at customer.services AT yrnet.com. Our representatives are available 24 hours a
day, 7 days a week for your convenience.
We thank you for your interest in Yves Rocher products.
Best Regards,
Marie-Andrée Hould
Customer Service
Yves Rocher North America
customer.services AT yrnet.com
[protected]
In an effort to offer you the most current shopping opportunities, we may
contact you by email with news about Yves Rocher products, service, and events.
You will only receive these emails if you have subscribed to receive them or if
you have placed an order from our website. If you do not wish to receive these
E-mails, please contact us at customer_services AT yrnet.com or simply unsubscribe
through the links included in any E-mails received by you from Yves Rocher.
We thank you for your interest in Yves Rocher products.
Best Regards,
Lorna Lorenzi
Customer Service
Yves Rocher North America
customer.services AT yrnet.com
[protected]
-------------------- Message d'origine----------------------
FROM ME TO YVES ROCHER
le 30/11/2008 00:55:14
sujet : Question about a payment or balance due
I just realized one of the items i ordered is in the cart for full price, but
when i added it to the basket it was listed at half price for $7.50. The item
number is 51987 and the item is Makeup Artist Brush Collection
Regular Price: $ 15.00 Now $ 7.50 . I would please appreciate is the $7.50
difference would please be refunded to my credit card. Thank you
________________________________________________________________________
-------------------- Message d'origine----------------------
FROM ME
le 01/12/2008 23:04:59
sujet : Re: Re : c47233e14ef3343 Question about a payment or balance due
When I go to the webpage as I did the day I placed the order the it says the
entire site is 50% off and the free shipping and gifts are the same ones listed
as I received. If this is an issue and you will not honor the price listed on
the web page I would like to cancel my order.
The complaint has been investigated and resolved to the customer’s satisfaction.
Hello. I have ordered some products in Belarus in the official online site to receive it by mail. After more than 15 days nobody calls me, nothing arrived. ! I was mailing with customer services in my country they told that they will be trying to solve the problem! By providing info on your web side it says you will review the order in 3-5 days
I made a purchase online on their website. I had returned a few items. It is now 2 months, no refund. Furthermore, wrote 3 emails to customer service with no response . This is terrible customer service .
Yves Rocher USA has the worst customer service EVER!
It's a disgrace!
Every time I place an order online and specify in my order my shipping address. They send my order to my billing address. In my account online I even entered and named "SHIPPING" the address to ship. The online account let you entered up to 4 addresses in your "Ship to" address book. I entered the same shipping address 4 times but NO the default is to send it to the billing address. Then when you called them to let them know of their mistake they say its my fault and treat me like I am stupid as I obviously didn't place my order correctly. It's awful to talk to them, they treat you like dirt. Their customer service is RUDE, RUDE, RUDE, AND RUDE and the communication is terrible. This is been going on for some times now and Does Yves Rocher USA even care about satisfying their customers? They obviously don't show any signs of improvement in their customer services department. Looks like another marketing campaign! DISGUSTING!
I was a customer if Yves Rocher like 7 or 8 years ago.They send me so many emails that since its the holiday I decided to order again. I placed an order December 1, 2014 for 37.00 with my debit card. I can't track my order they say my card was refused but the money was debited as a pending transaction. I called customer service got 2 ladies the communication was terrible they had no understanding. One of them started off nice but when I started asking questions got defensive and rude. The order was a Christmas gifts for my mom. I hope it goes through because I use to spend a lot of money with them. They need to do better.
Yves Rocher cashed my check and then request money order for the same amount again in order to proceed with delivery of my order. For me it looks like a sham…
April 4th, 2014 I received very suspicion letter from Yves Rocher Credit Department. Somebody form this department informed me that Yves Rocher is unable to proceed with the delivery of my ordered products. Further is written “although we have received a payment by check, we would require a pre-approved payment before we can proceed with the shipment. For faster delivery, we invite you to provide us with a certified check or money order in the amount of $ 32.80.” I was puzzled.. what was wrong with my check because I never had problem paying with checks. So, I checked my bank account and realized that Yves Rocher already cashed my check on April 1, 2014! Why Yves Rocher want me to pay the same amount again by money order? I think this is sham. Wondering, if somebody had the same experience with Yves Rocher?
I ordered from Yves Rocher after a break of two years, and tried to put my new address details on the website. I had trouble with the website so I contacted customer services as they said they had no record of me [strange, as I'd ordered in response to some advertising e-mails sent to my inbox so they must have had me on record as a customer]. They apologised and asked me to send my order and details again, directly through customer services. I e-mailed all of this to them and was told my parcel had been posted on 14th August. Three weeks later I e-mailed them back to check, and this time they said due to a technical error my order hadn't been processed. They asked me to forward them the previous e-mail in which I had re-ordered. They then told me my order had been posted 16th August and delivered 20th August 'to a neighbour'. I e-mailed back to say I had received no card from the delivery driver to tell me which neighbour [which house number] he had left it with, and asked them to check that they had in fact sent it to the correct address, but all I got was another e-mail saying it had been delivered on 20th August and that it had been signed for by 'my neighbour' [again no mention of which house number]. I do not know anyone on this street except my 34 year old daughter who lives next door, who would have told me if she signed for my parcel.I asked at other neighbouring houses but nobody knew anything about it. I e-mailed Yves Rocher again to ask what had happened, and again asked them to check the address and look into the driver's log to see where he had left the parcel. I explained this was normal practice to leave a card so the person knows where to collect their parcel and to safeguard against theft. I find this experience has discouraged me from ever ordering from them again. I was a customer for years and thought their customer care was excellent, but this has obviously deteriorated. I would not recommend them to anyone now.
OMG... I'm so frustrated. I mailed in an order in December, no problem everything was in there. I mailed out the payment, they haven't even processed it. It's been well over a week. Well, In that time I blindly made a second order to them... they held my order up for 3 weeks... I had to PM the 'helper" on face book to get an honest honest answer about what was going on with my shipment... When I called customer service they said My 2nd order was being held b.c my 1st order wasn't paid for... I mailed it in with the 3mnths credit option and on top of that the check was in the mail last week! (to this day they haven't processed it) The facebook "helper" said my items weren't in and it was being held up for that. Well when I look on my account with Yves Rocher, I see now that something for 19.95 has been completely canceled... my perfume... No one notified me... I had been waiting for my package to ship and caught this. The rest of my stuff still hasn't shipped and it's been 3 1/2 weeks. I'm done with them after this. I'm hoping they take paypal, b.c I don't trust mailing anything to them.
Don't shop with Yves Rocher USA! Never! Ever! This place has horrible logistics! Although I shopped on their Internet site before, but this time they somehow messed up my address/phone number/zip code, so the packages are undeliverable and returned to them by USPS/FedEx. Plus they don't know where my packages are and make up stories each time I try to contact the customer service. I am so fed up with them and will never shop with them again!
I don't hear problems with their branches in other countries, maybe the US branch is just filled with a incompetent management who can't hire qualified people to do logistics. The customer service representatives take part of the blame, but I even feel bad for them, b/c they get yelled by angry customers so often for the wrongdoings of their shipping/logistics dept. My best suggestion is simple: stay away from shopping with Yves Rocher USA for now.
UPDATE : Ok, I still agree that Yves Rocher Customer Service is crap. But I found that persistence seems to work with getting the service you want. It took me several email replies, phone calls, two wrong orders, and being called by another customers name to get them to finally get things correct. I got my order but found they had made a mistake with one of my orders and giving me the wrong item. I called the Customer Service and they told me that they will send the right item in 10 days *Free of Charge* and that I can keep the wrong item too. So the true test is if my perfume that I ordered will arrive in 10 days and not the Customer Service just saying what you want to here and calling you a SUCKER as you hung up. I think the companies Customer Service does need improvement but it's an OK company.
I ordered $70 worth of products from Yves Rocher and submitted my payment but never got my products. I contacted them and continually got the run around. Oh items are back-order, items have been shipped and you should receive them shortly, we're currently processing your order and items will be shipped in 5-10 days. One customer service rep after another all had different answers. One says it's been shipped, another says it's still being processed, another says items are on back-order and it will ship soon as it's in stock. But what really made me raise my eyebrow at this company was the fact that they called me by someone else's name. She was explaining to me about my $350 order and I said to her WAIT A MINUTE ! I didn't order $350 worth of items. My order was a $70 order and she said well, Mrs. Yao and I said my name isn't Mrs. Yao who's account or customer order are you looking at ? Customer service rep froze and put me on hold to later just hang up on me. If I don't get my order within the next 1-2 weeks I'm filing a dispute to get my money back. This company is a scam !
About Yves Rocher
Overview of Yves Rocher complaint handling
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Yves Rocher contacts
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phone number Click up if you have UNsuccessfully reached Yves Rocher by calling +41 848 874 873 phone number 0 0 users reported that they have UNsuccessfully reached Yves Rocher by calling +41 848 874 873 phone number100%Confidence scoreSwitzerland
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Yves Rocher emailscontact@yves-rocher.fr100%Confidence score: 100%Supportwebmaster@yves-rocher.fr78%Confidence score: 78%it
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Yves Rocher headquarters2 – 4 boulevard de Beaumont, Rennes, Quebec, 35000, France
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I am sure you were rude and hung up on because of your attitude. Where was mommy when you were on the phone, surely as an adult she should have corrected your behavior. Have mommy help you find the promo online since you are not capable of doing ti yourself. I know you are a two year old child because only a two year old would mistake being told no as rudeness.