Lancome USA

I should have read reviews before ordering anything from their website. I used many Lancôme products before and I received ad about their gift promotion. I didn’t really need any products at that time but their gifts looked very appealing. I placed an order for $100 and then selected some gifts. Once I added my credit card numbers at check out gifts disappeared from my cart. I started over, selected gifts and after entering the credit card number the same thing happened. I placed order anyway and then contacted customer support to see the reason.
It’s not super fast to get their customer support, but after 15 min waiting someone named Ta’Yasmine replied. She is the rudest person ever. I explained all the situation to her and I was answered that gifts can not be combined with any other promotions. I was disappointed because the promotion that I used was 20% off since I signed up for their SMS program and it was not disclosed anywhere that If I sign up I won’t receive the gift.
I asked that lady to send me return label as it said on their website that you can have free return if your order includes foundation or fragrance and my order has both.
And I was shocked when she replied to me: “You want to return because of free gifts”.
I mean… seriously? That’s my money and I get to decide if I want to place a return for any reason if it’s because I wanted to participate their promotion offer or because I didn’t like the product. It doesn’t matter. That’s my rights to return the product.
Then she started telling me that I have to pay for return myself even though their refund policy says that you can ask for return label if you order foundation.
After some time explaining to her the reason I’m eligible for free return she finally told me she will send me a return label.
I never experienced such a terrible customer service. Lancôme you should be ashamed of having someone like Ta’Yasmine working with your clients.
I regret that I spent so much money before using their fragrance and cosmetics. Never again!

When I received my order from Lancome USA, I expected to love my order (just like you say on your customer service line), I didn't! BUT...I thought Lancome USA would take care of me and you didn't!
I excitedly ordered the new eye Genifique online for 2 reasons, one because there was an great offer and second because the closest location to me - my Macys store closed down. When I received my Lancome shipment, the Genifique box was torn in two places, finger prints galore covered the box and the seal was broken. I contacted customer service (the day I received the order) and was told to take pictures and send them to a specific mailbox, which I did asap. After I had not heard from back after two days, I contacted customer service to find out next steps. I was told I could return the product (at my cost) and repurchase a new product. Seriously? I get it, but why at my cost, this is not my fault, why do I have to pay to ship it back to you? I have have been a loyal Lancome ONLY customer my entire adult life (over 25 years), I wear your make-up and your Absolue line and of fault no of mine you want me to send a damaged opened product (probably used) back to you at my cost? This is what I said to the rep, JoAnna, who did not care and said it was company policy. Very very disappointed in Lancome and their customer service. This was handled soooo poorly, it is the little things like this that make a difference (it is not about the $$, but being a valued customer...which I clearly DO NOT FEEL LIKE)! This experience with rep, JoAnna (I even asked to speak with a supervisor - she said no I could not speak with a manager or a supervisor, none was available) was NOT GOOD! Please see attached pictures of my Lancome and pictures sent to customer service. Thank you for your time and consideration.

I ordered the 13.5 fl oz Bi-Facil double action eye makeup remover recently and when I received it in the mail, the liquid in the bottle that is usually clear at the bottom and has a top layer of "oil", appears to be foamy white at the top even after settling all day, and the bottom of the liquid is cloudy and has some white film in it. The customer service informs me that the product is fine but they will do a one time courtesy and send a return label if I still want to return it! This made me so mad as she seems to indicate that she is doing me a favor to allow me to return the product! I've been a loyal Lancome customer for 30 years and I have never returned a product to the store. But I was always been assured by the associate at the store I can be confident with my purchases should I ever need to bring anything back. The only reason why I started buying online through Lancome-USA is because the Younkers store where I usually purchased my Lancome products closed down a few years ago. I'm now contemplating switching brands so that don't have to deal with Lancome-USA anymore!

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

The consumer was issued a credit $ This should appear on the consumer statement in 3-business days

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] was very helpful and because of her high level of customer service this matter has been effectively resolved Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted]

We have escalated this complaint Our ecommerce team has left a voicemail message We will provide assistance will placing a new order an offer an appeasement on their next purchase

[redacted] has been credited a refund for the product We apologize for the delay in issuing her compensation

Hello, our ecommerce team has reached out to this consumer to help resolve her issue She was called however, her voicemail was full and they could not leave a message An email was sent to her asking her to call so that they can assist her in getting her Le Parisian Holiday Case

Customer returned and was credited for Renergie Eclat Multi Lift Shade – 10/27/

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Thank you taking the time to give us the opportunity to
assist you with your on-line purchase.
We apologize for not receiving the complete refund for the additional
gift certificates and that you needed to contact us several time to have this
issue resolved
We have contacted
our ecommerce team and they have assured us
that you will be credited. As a gesture
of appreciation, you will receive a promotional code that you can use on your
next on-line purchase
We are sorry this happened and thank you for giving us the
opportunity to resolve this issue

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Hello, we have contacted the customer and left a voicemail message to call so that we can assist with the order placement. We also offered 20% off their next purchase

A replacment order was issued to the consumer on 12/16. We typically wait 8-business day to investigate a lost/missing order. That is *** time frame. Consumer should have her replacment

This customer placed an order on 1/Unfortunately, due to how fast our orders are processed and shipped, we do not update or modify orders when they drop into our systemThis would include the shipping address for an order. A supervisor responded to this customer yesterday, and apologized
for this inconvenienceThey advised the customer they could take advantage of a service from *** called “myChoice” to update the apartment number on the orderDue to this customer’s concerns, our team did contact *** directly and the apartment number has been updated

Thank you for taking the time to make us aware of the issue you experienced with purchasing a gift card from our websiteWe apologize for this incident. We take all complaints about our products and services seriously and we have researched the issue with our ecommerce team. They have
assured us that they contacted you and are processing a refund check. Also, they are sending you a complimentary productWe hope this has resolved this situation for youAgain we apologize for this incident and we thank you for giving us the opportunity to help you

Thank you taking the time to give us the opportunity to assist you with your on-line purchase. We apologize that the gift set did not have all the items included in the package and that you needed to contact us several time to have this issue resolvedWe have contacted our ecommerce team
and they have assured us that they have reached out to you and sent a replacement gift. As a gesture of appreciation, you will receive a promotional code that you can use on your next on-line purchaseWe are sorry this happened and thank you for giving us the opportunity to resolve this issueTell us why here