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L'Occitane

Posted:    

Poor customer service

Complaint Rating:  88 % with 17 votes
88% 17
4.4
I just received the L'Occitane order I placed online on July 25. Although my total was US$107.57, I did not receive the Green Tea set that would be the bonus for orders above US$75.00 (as advertised on the catalog I had previously received). I am absolutely positive that I entered the promotion code provided on the catalog. After opening the package, I immediately called L'Occitane's customer service and explained the situation to the representative who answered the call. The person asked for my order number and after a few moments informed me that I did not receive the set because I had not added it to the order. Parenthesis: after I placed the order, I sent L'Occitane an email inquiring why I had not seen the Green Tea set in my order, and never received a response.

Back to the phone call, I asked the representative what she could do to solve my problem. I had waited until July 25 to place my order because, according to the catalog, that would be the beginning of the promotional period. The lady was not helpful at all and told me that nothing could be done, I should have checked my order before placing it. I said there should be a way to send me just the set. The girl kept repeating 'We don't have the product mam'. I told her I was at the computer, looking at the L'Occitane website while I was talking to her and the offer was on the home page. She just kept repeating 'We don't have the product mam', 'the supplies are over'. I asked her to speak with her supervisor, she said there was no supervisor. She was extremely rude and told me to call back the next morning. I asked her name and she answered with the supervisor's name (barely audible). I asked her again for her name and she hung up on me.

Needless to say, I am very unhappy with L'Occitane's customer service and I want to make sure everybody knows what to expect from that company.

Morena
Complaint comments Comments (9)    Updated: Complaint country United States Complaint category E-Shopping

Comments

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N  19th of Jan, 2010 by    -2 Votes
It's unfair to retail sales personnel when every customer expects to have their egoic needs met. Your temper got away from you and you sound like you are a 2 yr old not getting your way - so you want to have the person who is unfortunate to answer the phone, fired... all to satisfy your whims over a green tea set!! Was her job really worth your temper tantrum?
N  19th of Jun, 2017 by    0 Votes
@Blima Regardless what the complaint was about. If the customer waited until that specific date to place the order in return to receive the Green Tea set, the customer has all rights to request the set to be sent to her. That being said, what's your problem "Blima"? In your point of you, please tell us when can we "complain" to protect our rights?

thank you
A  26th of Jan, 2010 by    +3 Votes
I had a similar experience with L'Occitane, but it was via e-mail, regarding defective (leaky) packaging. The representative was totally indifferent and unapologetic. I will never deal with them again.
Oh, and to Blima, it does not say anywhere in the original post that she wanted to have the representative fired, nor does it indicate that the customer's "temper got away from" her. Maybe you are just a bitter salesperson.
N  22nd of Apr, 2011 by    0 Votes

L'Occitane - Poor Custumer Service
United States

With all of the options that I have to make online purchases, I won't ever shop through L'Occitane.com again.
I ordered 2 perfumes 2 weeks ago. I got the email confirming my order and they would let me know when it shipped. I finally emailed customer service yesterday and asked when my order would be shipping. They sent a reply explaining that one of the colognes had been out of stock but it would ship the next day.
So today I log into my account on their website and notice that the total of my order has changed because now I am being charged shipping. When I had placed the order, it was free. So I sent Customer Service another email asking why they were now charging for shipping and that I hadn't agreed to pay shipping when I originally placed my order. They replied immediately that they have lost my credit card number and if I would like to have the order shipped I would have to call Customer Service and give it to them again. My account says that my order has been cancelled.
Are they serious? No apology from Customer Service. There are many companies offering excellent customer service. I will never buy another L'Occitane product and will gladly spend my money elsewhere.
A  28th of Sep, 2013 by    0 Votes
I cannot agree more that L'Occitane USA is a terrible company, particularly in NYC. The company is run truly by favoritism and friendships. You do not need the proper qualifications to work at a management level at any store or for any corporate position for that matter. All you need is to be friends with the right people. It is no wonder that their sales throughout the country have dropped significantly. Because you do not have qualified people who know what they are DOING!!!
The company is not what it used to be... it focuses on pressuring their employees to make illogical sales from very unlikely business plans. This only creates space for insurmountable returns because YOU are teaching employees to PRESSURE to buy rather than LOVE the product. The aprons are childlike and is far from luxurious!
The company has no discretion and it is full of gossip at the corporate level. If it's rotten from the core--- that's how it spreads on through to the outside.

L'Occitane USA you are a joke. I hope that Mr. Geiger sees the mess the company is under with that failed leadership.

A sinking ship.

What a shame.
N  4th of Jan, 2014 by    +1 Votes
This company has the worst customer service I've experienced in years. The free shipping nonsense is such a scam. If they don't want to give free shipping then they shouldn't offer it! Big and greedy companies make me so disgusted.


N  11th of Jun, 2014 by    0 Votes

L'Occitane - Poor customer service & unresolved problem
L'OCCITANE
United States

I am frustrated that It took so long (more than 10 days) for L'OCCITANE to inform me that something had happened to my order placed on 6/3/2014, I am the one that keep track of the order since 6/5, 6/6 & 6/11 by emails and calls (there should be voice recorder since I called on 6/5 around 10am EST.), but up to now I still don't understand what really had happened with my order, and no one inform me anything except the routine answer by customer service 'Sheena'.

Please supply me with the name and email of the senior supervisor of L'OCCITANE, and respond to the negligence of my order.

L'Occitane have not resolved and followed up my problem from the very beginning, emails from customer support asked me to call and I did on 6/5, someone told me that the order will be shipped on Monday, 6/9, but nothing had been done till I emailed again on 6/12. I have to write several times but L'Occitane never inform me the exact problem, solve the issue or follow up the order (13291463 order confirmation number)

Marianna Fung
N  27th of Jul, 2015 by    -1 Votes
L'OCCITANE! THE WORST BRAND EVER WITH THE WORST CUSTOMER SERVICE.
Once you read this story, you'll think twice before buying their products. Even after numerous allegations, they are STILL the same. When you become a victim of a bad product and you decide to protest...they are nowhere to be found.
Check this out => https://loccitaneprotest.wordpress.com/
A  24th of Oct, 2016 by    -1 Votes
They do have horrible online customer service. They aren't willing to help at all and take forever just to reply to you. Seems as though they try to delay responses to make sure you're past the 30 day return period.

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L'Occitane Logo L'Occitane
Customer Care Service
1270 Valley Brook Avenue
Lyndhurst
New Jersey
United States - 07071
+1 212 696 9098
+1 201 460 0944
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