Lancome
reviews and complaints

Hello,

I have already spent hours on the phone with your company. I signed up for auto refill of my foundation only to have my account hacked. over 100 dollars of charges were made on my card. I called in to place an order and my card was declined for my own order (I checked and the card was fine) but that is when I noticed numerous charges for items shipped to an address in Texas! These were not mine and the work of a hacker. I spoke with an associate and she said that they would research the issue. Meanwhile I tried to order my foundation. She took the order but either forgot to submit it or it was declined because my account was under review. Basically your policy seems to be that only the hacker can make purchases, I cannot! So the associate never even contacted me and I did not get the foundation. Finally I have to pay full prices at Lord and Taylor and no one is even trying to recover the $100.00 that was stolen. I am outraged - your customer service is horrible!

I visited Debenhams earlier today and purchase a new foundation, Teint Miracle. The assistant encouraged me to purchase a primer, to use with my foundation, which I did. I was surprised not to be offered the free gift advertised so I asked the assistant for my free gift. The assistant advised that they had none left and offered me a free bi-facial as an alternative. I informed her that as the free gift advertised contained the bi-facial I did not want just this item as my free gift and I would go to Boots for my purchase. The assistant then asked her colleague to go and see if the gift advertised was in the store room. The colleague returned with the free gift, as advertised which I was happy to receive. I was not impressed that I had been offered the bi-facial as a replacement or that I had to ask in the first instance as I felt I should have been informed earlier on in the purchase. On returning home I was showing my daughter what I had purchased with the gift card she gave me for my birthday and I was extremely shocked to find that the La Base pro hydraglow which I had just purchased was labeled "GIFT NOT FOR SALE". This along with the alleged "out of stock free gift" has made me vert suspicious about what has occured today. Surely this is against trading standards firstly to advertise a gift not available, then offer a gift of a lesser value as a replacement and then sell your customer an item intended as a free gift. I think that this is an absolute disgrace and not what anyone would expect of Lancome at all. My receipt number is 2096.

I am here to say that i am completely disappointed and irritated with Lancome.
My first purchase i Just fall in love with foundation
When i made the second purchase the color was completely different
I ask for the same Number
And this what i look like, red.
the 2 first pic was my first foundation i bought, that was just my color and i loved.
the 2 last pics was my second purchase, that make me look red nothing to do with the first color and the number is the same i dont understand.
i want an explanation and if possible my money back because i want the right color for my skin.
it not a cheap product that i can throw away the wrong and buy another, just because the company is always changeing the colors.

Marlene Gomes
thanks

I purchased a 3 pack of regular sized mascara last July from an airport in Rome. I opened one recently and it was completely dried out. I did not want to open the other two until I spoke with headquarters. I was informed that since I bought them over a year ago ( but they were never opened), and I had no sales receipt that they could only reimburse me for the retail price of one. So, lesson learned. NEVER BUY THEIR PRODUCTS AT AN AIRPORT - and switch to a company that stands by their products no matter what. I have used mascaras that were over a year old and they were not in this condition. They must have been sitting in that airport for years! I offered to send them all back to them, but they said they were a corporate office and couldn't accept them. No more Hypnose for me. You have lost a customer of over 45 years over this.

Dear Sirs,
I purchased a mascara recently, shown below, whilst in Switzerland. I bought it on a whim because, if I'm honest, I was attracted by the design of the lid! It's not my usual brand. After a couple of uses I liked it and thought to myself that I would definitely switch to this one. However, I travel a lot. Quite quickly the strangest thing started to happen. First of all I had mascara each time in my makeup bag . The mascara expands exponentially! First few times it settled down and was useable but now it doesn't. It stays like a viscous foam on the brush. Clearly I've used hardly any of this mascara, there's loads left but it's unusable. I'm rather disappointed. It hasn't been subjected to any extremes of temperature, any extremes of treatment at all. It's a well known brand and not inexpensive!

Order number [protected]
Delivery number [protected]

I am finding your customer service disgraceful. It is the first time I have ordered from you and following no response to my complaint via e mail, Facebook message, and Paypal dispute I find it extremely frustrating.
I ordered a black hypnose waterproof mascara and received a slashed open package with an empty mascara box inside.
I have contacted DPD the delivery service which they have stated Lancôme yourselves need to process a claim for.
I would like to receive a refund of £25 for an item I have not yet received and worse still not received any response from Lancome.

If I do not receive any response you wil leave me with no choice but to do this publicly on social media, which I already see that others have complained regarding poor customer service.

I look forward to hearing from you promptly.

Leanne Copeland

Please can you let me know the status of my order: [protected], ordered 22 March and still hasn't arrived.

I have called the customer services number daily and nobody picks up. Also sent an email, still without a response. Ordered via sarah.[protected]@icloud.com

Very disappointing service.

Sarah Wilson

I decided to get my makeup done at Limeridge Mall in Hamilton, Ontario Canada for my daughters wedding. I told the lady that I wanted a natural look. She proceeded to put blue eye shadow on my eyes, which I told here I did not like. She then removed it. In order to get my makeup done for free I needed to purchase two items. I purchased the Le Stylo Waterproof eyeliner and a lipstick which I didn't like the colour of but the sales person insisted I should get (probably because there was a shortage of choices...their stock was a choice of maybe 10 colours). I did not use the lipstick and returned it only to find they still did not have any more stock. I ended up getting a lipstick for my sister-in-law. ( That cost me $45). I use the eye liner but I am disappointed because it leave a smuggling on my eyelid. I told the sales person that I had oily skin. I think I would have been better off doing my own makeup for my daughters wedding and saved myself a lot of money.

I tried make an online purchase however my card was rejected and tried to pay 2 times. After those 2 unsuccesfull attempts I gave up. Now I check my credit card and figure out both Purchases are withdrawn. I want to cancel those payments but cannot even write directly to the Lancome because the site is not working either because of "technical problems"'!

Hi there

I am not normally one to complain, but I am very disappointed in my mascara I purchased 3 weeks ago at debenhams store in Chelmsford Essex . It has become be very dry and clumpy quickly, and isn't like the one I had before, which lasted me at least 6 months.
This is by far my favourite mascara, and I don't mind paying a bit more for something that really works. I don't want to change to a different brand, I just want my mascara to be like my last Lancôme mascara.

Kind regards
Kaye Ellmore

I complained about a severe reaction to Genifique at the beginning of November. Eventually they requested I return it to them, which I did at the end of November.
I didn't hear anything from them so called on 9th January. I was told a refund had been requested and it took 6 weeks. I thought this was pretty dreadful, especially as no one had bothered to let me know.
I had not received my promised cheque so emailed them on 14th February expressing my disappointment and disgust at their lack of communication and customer care.
No response.
I called again 20th February, they told me they couldn't send a cheque as they didn't have my telephone number?!
They have my postal address and my email address, why could they not contact me for a telephone number, and why do they need one to issue a cheque?
I was promised my complaint would be escalated and a manager would call me back.
No one did.
What do I have to do to get a refund/ response from this appalling excuse for a customer care department?

To whom it may concern, I certainly hope this complaint gets to the key management responsible for current Lancome products.
Yesterday in lancome Facebook account there was an announcement that said in ksa, Jeddah, lancome will open in red sea mall.
And for the first 10 customers there will be 11 gifts from lancome and second 5 girls will reserve Hypnôse Doll eyes mascara and so.
I went there to be from the lucky girls and I was but unfortunately there was no gift at all and I saw the gift bags under the tables but the lancome girls didn't give any of them to no one... I see that is cheating and lie to people.
And i love lancome products so much I hope the management to see this and mail me so I send them pictures to prove it.

I received this product as a gift and after first testing it on my skin without negative results I gave it a try. I have used Lancôme products for years & had good results. After the second day of using Renergie lift Multi-action, by the end on the day under my left eye area became very swollen, puffy lumps and my skin began to burn. I washed the area off with cold water and mild soap & applied cold compresses. Over the next two days although I did not reapply the product my face worsened and the reaction began happening on the right side of my face as well. Please view pictures attached. I included the damage done and pictures of me prior using this product.
Because of the damage caused by this product I am having to take time off work and be treated by a dermatologist. I am devastated that instead of tightening & lifting I have received bags, burns & multiple wrinkles with loose skin. I can't believe this happened and to make things worse I'm attend my mother's funeral this week. This is very saddening.

To whom it may concern,

I certainly hope this complaint gets to the key management responsible for current Lancome products.
1.- My use of Lancome products goes way back one generation. My mother used to be in the entertainment business and was a loyal user of your make up, lip and eye shadow, skin care, you name it. I continued the tradition for the past 30+ years. Lately I have to say, that most of your products which includes colors get discontinued very quickly, specially the best make ups like the ageless mineral, etc. There is not continuity, very dissapointing, customers don't matter. Just products and profits.
2.- When shopping in mall stores, a key mall in Houston, the Woodlands, at Dillards, more than 70% of your products (accross the board) were not available. Out of stock or discontinued. No support at the counter, just one person jumping among 3-4 customers. No training, worse than any OTC product like the lowest Rimmel or Almay at Walmart.
3.- When ordering on line, the boxes come back packed as if someone doesnt give a least damn about getting out a decernly packaged order. Picture is attached.

This is a systemic problem. You lancome people are falling way below the bar and I can promise you, you will loose the rest of the business you currently have. It used to be quality, custuomer oriented experience, now is just pure profit, customer last type of a deal. Comparing with the service of Estee Lauder or any other brand, the experience dealing with Lancome is pittiful. It is not difficult to run a negative advertisement initiative on the websites and take away what you have left of market share. If you guys don't raise your bar and come back as a company with support and product availability corresponding to the price range you pretend to command, there will be a campaign to get you out of business by the end of this year. That's a promise.

I have used this product for many years and never had a complaint about it! Usually twice a year I buy it when they have the special! Buy a product for x amount and free gifts! So a bottle usually will last me six months..
However here I am two months in my purchase and the bottle is nearly empty! Went to the store, of course nothing they can do about it and never heard of such thing according to the saleswoman..
So I have decided to let you know this product cost me $50.00 about for two months of use this unacceptable! Maybe the bottle was not properly filled since you can't see the amount of product! if it's filled or not..
Thanks for your input

Back in September I bought a Lancome eyebrow pencil from their concession in Boots, Richmond.
When I tried to use it, it was not possible as there was a hard plastic tube between the outer wood and the pencil itself. Clearly a manufacturing fault, as the Lancome assistant agreed when I returned the pencil. To my surprise the assistant said "she wasn't empowered to replace the pencil or refund my money". I thought this isn't standard trading practice here, perhaps she's got it wrong, after all, she's American.
But no. The saga continues 3 months on. Lancome/L'Oreal want ridiculous amounts of proof regarding the purchase and the product (which has been returned to them, they supplied an envelope only after receiving a set of photographs which I'd gone to the trouble to have taken). Finally, some 8 weeks ago, I received a message that a cheque for £19.50 - i.e. cost of pencil, not for the photocopies, photographs, stamps etc. had been agreed and would be with me within 4 - 6 weeks.
Not looking good. Needless to say, I will never buy Lancome/L'Oreal again, which is a shame as I've been buying their products for 30 years.

Message: On the 5th of December 2017, I wanted to purchase some products
from Lancome San Francisco international airport, I approached an
assistant and asked for a dark shade of foundation.To my utter shock,
the shop assistant responded by saying that that particular outlet does
not stock dark shades!I can not begin to explain how insulted I felt by
this!San Fransisco is the hub of diversity! for a shop assistant to
actually say that dark shades are not part of the stock, in this day of age is completely wrong on all level.I felt insulted and discriminated against.
The Lancome shop assistant at the duty-free departure section did not show any understanding of delivering good service. She was extremely careless with saying that the shop did not stock dark shades!she absolutely did not understand how wrong voicing such a statement came across!
I boarded my flight back to back to the UK, without my products and in a complete shock scratching my head trying to comprehend how a Huge international company like Lancome that I believed was ahead with being diverse and inclusive would not stock dark shades in the departure section in an airport that is known to have diverse clients!

I wanted to make an online purchase from lancome-usa online site. I put the necessary products in the bag and when I wanted to check out the money, it showed a problem with my card. I even tried to use an American card to escate this problem, but again it showed a problem. The chat doesn't work to ask for an assistance, and what refers to the e-mail, I tried to contact the company, but the response was neutral, that they can not help me, just visit our store. The problem is that I don't live in USA to visit the store and the site does not function appropriately.

First time love the lancome and the sales she services me is very lovely so since that time I love it she went to holiday but I thiknk I just want to shop something so I was booked appointment for treatment today at 10:30, the person answer my called ask name and phone number and avaible time then when I come to the lancome this morning the staff told me I am not on the system, so they can not do it for me I purchase christmas seat everyweek and big sale black friday too, I wondering I was very interestd lancome produces but the staff did not care the customers, so even I am that interested I wont feel happy and want to buy any with it.

Dear Sirs/Madam

Id like to bring to your attention an experience I recently had with a Lancome product.

Since approximately 2007 I have been using the Lancome Teint foundation which I purchase for its durability, quality and performance both cosmetically and the packaging.
On 11th October I visited Lancome in Boots Newport and as the assitant was busy attending to another customer I decided to find my usual product shade using the tester bottles. It appeared the pump was blocked or perhaps the bottle nearing empty, I asked the assistant if it was broken and she commented it was probably almost empty and just said to "give it another few pumps" As I did so the liquid mixed with air squirted out with such force and awkward angle that it went in my eyes and over my cardigan. I had first aid at the Royal Gwent Hospital, Newport for eye irrigation and was left with irratation for 3 days later eventually causing conjunctivitis.

I feel that the assistants should pay close attention and monitor the demonstration products to ensure they are in good working order.

Please could I have your thoughts on this?

Kind Regards,

Nicola Lloyd-Daycock