Missing palette and makeup bag from my order, and the mascara seems old
My order LAN_08943620 came today - it's missing the chiara palette and the chiara makeup bag, and the mascara's box is completely busted. How you managed to send me my order when the biggest, most item in it is missing is beyond me. Get your [censored] together please, Lancome, you've clearly let things slide. Your customer service sucks too - don't make me rant about my last order, where one of your reps picked up the phone and sassed the [censored] out of me with her apathetic rudeness. At this point, I honestly urge other people not to buy from the Lancome site directly anymore, you're only going to pain yourselves.
Desired outcome: replacements for my palette, chiara makeup bag, and mascara
Discrepancies in the amount calculation on web browser vs safari browser
There is a discrepancy in the amount calculation on the Lancome browser website vs when I opened the site on my Safari - iPhone. The subtotal on safari is $97 which is wrong vs the sub-total of $95.20 on chrome browser. I am extremely disappointed with this sort of unethical activity and hence reporting the issue here. Undoubtedly hundreds of customers have been charged the miscalculate charge without any idea.
Calculation on Safari-iPhone- WRONG ONE:
SUBTOTAL $ 85.00
PROMO - WELCOME15 APPLIED REMOVE
SHIPPING FREE
SALES TAX (ESTIMATED): $ 10.20
SUB-TOTAL $ 97.00
Calculation on Browser- correct one
SUBTOTAL $ 85.00
PROMO - WELCOME15 APPLIED REMOVE
SHIPPING FREE
SALES TAX (ESTIMATED): $ 10.20
SUB-TOTAL $ 95.20
Automatic Reshipping
In March (2020) I requested my automatic shipping be canceled due to financial hardships caused by COVID. However, my card was recently charged on the 12th of this month for automatic shipment order which has caused me financial strain this month. I have not been able to have my issue resolved and I really need to speak to a supervisor or management.
Buyer beware!!!
Just finished talking to a customer service rep "Ayeesha" about an order placed back on november 17 for several items taking advantage of the holiday season sales they advertised and come to find out that my order was cancelled without notice or any attempt to reach out to me to verify the order! She kept telling me the order was cancelled because I placed the order under my wife's account and I placed the order for her and paid it for her birthday gift and it never arrived! Only when we checked on the order is when we realized that the order was cancelled! My contact info was all over the place and yet we received no contact at all! This is unacceptable!
The service rep I spoke with kept saying the order was cancelled because the order was placed by me and not my wife and because of that - it was reason enough for them to cancel the order because it was deemed a fraudulent order! What a poor excuse for not being able to fulfill the order placed! I escalated the call and asked to speak with a manager and guess what? There were none on duty and that someone will call me back... I am definitely not holding my breath. Needless to say, lancome really needs to review their policies and procedures on how to deal with orders that their system may deem to be fraudulent. The way they handled this is a shocking disappointment especially for a well known brand. Very disappointing experience!
Did not receive an item
Brandi Madison I have been a happy customer for over 27 years, but your customer service is terrible.
I have also emailed and messaged you on Facebook. Finally, I talked with a customer service rep named Lovely.
She told me she could not help me because the item is no longer in stock.
But I spoke with customer service in April and told me they were going to mail out the bag but they didn't.
If I don't receive a response by close of business on Monday, I am going to dispute the charge on my credit card. Here Is my #Order n° LAN_[protected]. Additionally, if need be, I may take a picture of all these complaints on Facebook and send them to your CEO.
I have called several times but the wait times are too long.
I did not receive:
BLACK STRIPE TOTE
Order Number: LAN_[protected]
Please send me one and let me know when it is shipped.
Thanks.
monsieur big mascara
Hi my husband bought me this for Christmas in a set. It is clumpy and horrible to apply and remove pls advise on replacement. I always use good high quality make up but have found this in less than a month not great. Is there a dodgy batch ? My husband has no longer the receipt but it was bought from boots in a set with a lipstick and an eyeliner. Pls advise
I bought a R480:00 mascara at Red Square La Lucia Mall South Africa. I asked the assistant for the best and I wanted it to enhance my eyes She couldn’t help much as we are having The Pandemic Corvus 19 So I bought it and it does noting for me As a Pensioner I wanted my eyes to look good. Very very disappointed. Please contact me. I would like a refund only used once [protected]. Lorraine
unethical behaviour
I received an email message which stated, "Enjoy a 7-Piece gift with $45+ Purchase. . . . & Enjoy $15% off with code celebrate" and I got the same targetted ad on Facebook. I placed an order for $50, selected my gift and applied the code, which was rejected. I contacted customer service and they stated, "Jasmine: Keep in mind the 15% off and the samples can not be applied at the same time. I do apologize for this misleading ad that we have, we are working to fix this issue right now" (I kept a copy of this transcript which I would be happy to email to you). This is false advertising and it is truly unethical. I would expect that, if you made a mistake, you would honor your offer. It seems it may be time for me to finally search for a new cosmetic provider.
mascara lancôme definicils
Dear Sirs,
On Jan 7th 2020 I have bought a Mascara Lamcôme Définicils at the Duty Free of the Riga (Latvia) airport.
Unfortunately it is impossible to use this Mascara at all as it simply scratch the eyes and it herds.
It happened the first time in my life, and therefore I hadn't kept a receipt.
However I do hope Lancôme will decently solve such a situation.
Faithfully yours,
Olga Mazurova
+[protected]
Olga.[protected]@hotmail.com
perfume
I ordered a bottle of perfume because of a sample I received with a order and the perfume was nothing like the sample so I sent it back because it smelled horrible musty and old I didn't receive my refund and I have been contacting customer service for over a month and they keep giving me the run around I sent them the order number and tracking number they have it because it was signature requested when I sent it! Very very disappointed
lancome stall in st pancras train station.
Good morning
I was going through the St Pancreas train station with my girlfriend this morning, (6.12.19) I was thinking very much of my Christmas list, I heard so much good reviews about your new Lancôme perfume so I wanted to smell the product to foreseeably to buy 2 " bottles for Christmas, one for my girlfriend and one for my sister.
I went to the Lancôme stall, there was one of your representatives there opening up. I asked her kindly If I can have a free sample of the perfume in question, she said NO.. I was amazed, she said that they open up at 7.30 am so come back then.
I start work at 9.00am there is no way that I can make it back at that time.
Where is the season of good will? good customer care and service ?
It was not to say that any cash was involved, this was a free sample bottle that I had asked for.
I feel that there was prejudiced on her part which in fact made me feel discriminated against, almost as if to say because I was not dressed that part I did not deserve to be served, this is highly inacceptable.
I really wanted to purchase this perfume but how I was made to feel Lancôme representative did not sell the company, her attitude made me feel disgusted of the company.
No I am not a person to complain, but I felt very upset with the treatment that I received that I asked my girlfriend to write this email for me.
My Name Is Mark Walcott - My girlfriends email address [protected]@yahoo.com
If they're closed, they're closed. I don't see where that is discrimination.
account
About a year ago or earlier, I purchased an order of wonderful make up. Loved it! However, soon after, my account with credit info was hacked and someone charged 3 orders to my account totaling around $750. I suffered a lot of stress from bank: fraud documents, replacement of credit card and more. When I asked your company to offer any curtesy for my troubles, I was told it would happen. Nothing was offered and I'm needing products but hesitant to use your online site. I've been to Ulta to buy products. Guess I'm asking for special treatment or additional offer before I order from you again.
Update:Because of your online sale, I tried to order products today.
However, my credit cards were not allowed to go through stating a problem with them. ? Thanks, Holly
all eye need
3 weeks ago, My husband bought me all eye need travel set from Dammam airport Saudi Arabia. He got it from the duty free shop.
The picture in the package looks totally different than what's inside. Some with different labels and some without. If you notice in the picture attached, the blue eye makeup remover has none! And Lancôme logo flower in the mascara looks different.
It looks unauthentic and I need to know why ?its really suspicious.
I need someone to contact me regarding this issue. I have a picture of it and I need to double check.
teint idole foundation
This is the second time this year I've had to replace my foundation because the bottle dropped only once and shattered into pieces! Do you offer replacements or discounts so I can buy another foundation. It's ridiculous that such and expensive product is so fragile and packaged so poorly. I have carpet and still bottle dropped only once and shattered everywhere!
complaint
Love the product but hate the applicator & bottle. The applicator doesn't go to the bottom of the bottle & you can't turn the bottle upside down & drain what's left in the bottle. I bought 2 bottles, which BTW is expensive & don't get to use it all. I am thinking about going back to Estee Lauder with the medicine like dropper that gets the last drop & you can turn it up to get it all.
Thanks, Sue Tribble
1012 Bay Colony Dr.
Richmond Ky.
40475
can't get what serum is left in bottom & stuff is too expensive to not get every drop.
brow shaping powdery pencil in blonde 010 is a very different colour than my old one
I visited the Lancôme desk in Boots store Liffey Valley to see if they could help me but as I had bought in the airport they gave me the customer service phone number. I rang and explained to the girl that the product is a totally different reddish colour rather than brown as per my old one I have of the same product and code. She told me as that is not a fault she could not help me. This is ridiculous as the product is faulty if it is a totally different colour than the sample I tried in the airport and the previous ones I have always bought. The top line is the correct colour brown and the bottom line is this new colour which is reddish. My email address is [protected]@hotmail.com and my phone number is [protected]. Thanks, Jennifer O'Connor
lancome mascara
The wand has come away from the lid. It is now useless. The design of this wand needs looking at. I tried to take this back to the store but apparently not their policy to refund/return. This is not a cheap mascara. I am very disappointed and dont expect this from Lancome. No mascara I have ever had has done this. This cost £27 and I cannot use it. Note the wand didnt snap just came away from the lid presume because of the curve design. Really not happy about this I paid extra because I wanted a decent mascara and in fact turns out to be the worst one I have ever had!
la vie est belle, fragranced body lotion
I bought the above body lotion at East Midlands airport for my holiday. I only used it twice because it wouldn't absorb into my skin merely stayed white in my skin creases and formed lots of small white bobbles over my body that were difficult to brush off and clung to my clothes. I cannot use it. Have purchased this body lotion before it was lovely and this one is completely different, smell didn't linger either.
L’absolu lacquer 312
I have always used lancome lip glosses and they were nice. But this new one disappointed me very much. I bought Lancome L'absolu lacquer 312 in April 2019. It is very liquid. Like water. It is very difficult to put it on lips to make it look nice! When the lips touch each other it becomes uneven and it doesn't look beautiful. Its high price does not correspond to its low quality. I would like to change it for a previous model of Lancome lip glosses.
And one more trial to spread it on lips
One more picture
Some pictures of its usage
lancome star bronzer intense
On 3rd May I bought this product Lancome Star Bronzer Intense and found the pump does not work. It has barre code which is 3 147758 470833
I would like to have a refund please or replace a new one.
I send you a photo with receipt dated 3rd May
I am Deaf and sign language user and unable to hear on phone. Please communicate with me by return e-mail.
Please advise, thank you.
mascara
I bought the Monsieur Waterproof Big Mascara in Limerick, Ireland. I am extremely disappointed as the mascara is extremely clumpy, therefore rendering it useless.
I am a fan of Lancôme mascara for years. Please issue a refund or perhaps an alternative mascara such as Volume a Porter (which was the mascara I previously had).
Kind Regards
Fionnuala McEnery
Overview of Lancome complaint handling
-
Lancome contacts
-
Lancome phone numbers8800 500 31608800 500 3160Click up if you have successfully reached Lancome by calling 8800 500 3160 phone number 1 1 users reported that they have successfully reached Lancome by calling 8800 500 3160 phone number Click up if you have UNsuccessfully reached Lancome by calling 8800 500 3160 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling 8800 500 3160 phone number100%Confidence scoreRussia+33 969 363 388+33 969 363 388Click up if you have successfully reached Lancome by calling +33 969 363 388 phone number 1 1 users reported that they have successfully reached Lancome by calling +33 969 363 388 phone number Click up if you have UNsuccessfully reached Lancome by calling +33 969 363 388 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling +33 969 363 388 phone number100%Confidence scoreFrance+1 (800) 526-2663+1 (800) 526-2663Click up if you have successfully reached Lancome by calling +1 (800) 526-2663 phone number 0 0 users reported that they have successfully reached Lancome by calling +1 (800) 526-2663 phone number Click up if you have UNsuccessfully reached Lancome by calling +1 (800) 526-2663 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling +1 (800) 526-2663 phone numberUSA and Canada+44 800 783 4509+44 800 783 4509Click up if you have successfully reached Lancome by calling +44 800 783 4509 phone number 6 6 users reported that they have successfully reached Lancome by calling +44 800 783 4509 phone number Click up if you have UNsuccessfully reached Lancome by calling +44 800 783 4509 phone number 1 1 users reported that they have UNsuccessfully reached Lancome by calling +44 800 783 4509 phone number71%Confidence scoreUnited Kingdom+61 130 006 0116+61 130 006 0116Click up if you have successfully reached Lancome by calling +61 130 006 0116 phone number 1 1 users reported that they have successfully reached Lancome by calling +61 130 006 0116 phone number Click up if you have UNsuccessfully reached Lancome by calling +61 130 006 0116 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling +61 130 006 0116 phone number100%Confidence scoreAustralia+49 211 2409 2229+49 211 2409 2229Click up if you have successfully reached Lancome by calling +49 211 2409 2229 phone number 1 1 users reported that they have successfully reached Lancome by calling +49 211 2409 2229 phone number Click up if you have UNsuccessfully reached Lancome by calling +49 211 2409 2229 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling +49 211 2409 2229 phone number100%Confidence scoreGermany+39 899 788 664+39 899 788 664Click up if you have successfully reached Lancome by calling +39 899 788 664 phone number 1 1 users reported that they have successfully reached Lancome by calling +39 899 788 664 phone number Click up if you have UNsuccessfully reached Lancome by calling +39 899 788 664 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling +39 899 788 664 phone number100%Confidence scoreItaly+48 223 358 900+48 223 358 900Click up if you have successfully reached Lancome by calling +48 223 358 900 phone number 1 1 users reported that they have successfully reached Lancome by calling +48 223 358 900 phone number Click up if you have UNsuccessfully reached Lancome by calling +48 223 358 900 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling +48 223 358 900 phone number100%Confidence scorePoland+90 850 211 9855+90 850 211 9855Click up if you have successfully reached Lancome by calling +90 850 211 9855 phone number 1 1 users reported that they have successfully reached Lancome by calling +90 850 211 9855 phone number Click up if you have UNsuccessfully reached Lancome by calling +90 850 211 9855 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling +90 850 211 9855 phone number100%Confidence scoreTurkey+86 400 820 8016+86 400 820 8016Click up if you have successfully reached Lancome by calling +86 400 820 8016 phone number 1 1 users reported that they have successfully reached Lancome by calling +86 400 820 8016 phone number Click up if you have UNsuccessfully reached Lancome by calling +86 400 820 8016 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling +86 400 820 8016 phone number100%Confidence scoreChina+852 31 801 648+852 31 801 648Click up if you have successfully reached Lancome by calling +852 31 801 648 phone number 1 1 users reported that they have successfully reached Lancome by calling +852 31 801 648 phone number Click up if you have UNsuccessfully reached Lancome by calling +852 31 801 648 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling +852 31 801 648 phone number100%Confidence scoreHong Kong+81 120 774 200+81 120 774 200Click up if you have successfully reached Lancome by calling +81 120 774 200 phone number 1 1 users reported that they have successfully reached Lancome by calling +81 120 774 200 phone number Click up if you have UNsuccessfully reached Lancome by calling +81 120 774 200 phone number 0 0 users reported that they have UNsuccessfully reached Lancome by calling +81 120 774 200 phone number100%Confidence scoreJapan
-
Lancome emailscustomerservice@lancome.com100%Confidence score: 100%Support
-
Lancome headquarters29, rue du Faubourg Saint Honoré, Paris, New Jersey, 75008, France
-
Lancome social media
Recent comments about Lancome company
returned orderOur Commitment
We make sure all complaints and reviews are from real people sharing genuine experiences.
We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.
We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)
Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.
Personal details of reviewers are strictly confidential and hidden from everyone.
Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.