Lancome USA

Lu XuLAN_***Replacement issued on 7/10LAN_***Replacement issued 7/23LAN_***Replacement issued 7/23LAN***Replacement issuedLAN_***Replacement issued

Thank you for giving us the opportunity to assist you with
this situation. We are so sorry you
experienced a problem with placing a holiday order
We have reviewed your incident with our ecommerce team. A Beauty Box was sent in the “warm”
collection as we were out of
stock of the “cool” when you placed your order They called and left a voicemail to confirm
that you were still interested in the Beauty Box
They have sent another Beauty Box to you. Also, as an apology we would like to offer
you 20% off your next purchase and free shipping. When it is convenient, please call *** and ask with a Supervisor.Also, we are sending you a refund check for one of the pressed powders. It will arrive from ** *** *** ***
*** you are a valued customer and we thank you for letting
us help in resolving this issue

Complaint: ***
I am rejecting this response because: I have received no calls or emails to fix this advertisement
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,
*** **

We contacted ***. Advised consumer we will compensate her for her tubesWe sincerely apologized for the experience. She will receive a refund check for $

Thank you for reaching out to us againWe have reviewed your situation with our ecommerce team and
we are so sorry for any confusion caused with the cancellation of your order At the time your order was placed for the Miracle Cushion Makeup, the item was out of stock. When an item is out of stock the order is cancelled. When the item is replenished and someone places an order, it is processed and sentWe value you as our customer and want to do what we can to resolve this issue. We are sending you a refund check for two Miracle Cushions. You will receive a check from ** *** *** ***. Also, we have made notation that the next time you place your order, you will receive 20% off your purchaseThank you for giving us the opportunity to help with this situation

I had an allergy on one of their perfumes and I returned everything with their free label.
After I saw the package was delivered to them, I called but at that time I could not find a tracking number. The associate on the phone was extremely rude to me and almost called me a liar saying that they do not track their own packages and do not have their own tracking numbers.
When I found the tracking number and the picture of the label itself I emailed it to Lancome customer service and I have still copies of those emails, I did not receive even one reply saying, yes, we received it and we are concerned about your refund. There was no reply.
I am very disappointed.
this time I made 2 purchases and there were no foundation labels included. I guess, I won't be able to cancel the order because no one answers there and they live in the nineteenth century because they do not have emails and phones. I do know what to do. I want to cancel the order but I do not know what to do in order to reach them.

We were not aware that the consumer did not receive the ingredient list that she requested.  They were emailed to her yesterday 1/6/16.  We asked her to call us if she needed any further information.

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.

[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]

[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 apologize for the difficulty [redacted] experienced when placing her on-line order. We have tried to reach out to her by phone, however, her mailbox was full and we could not leave a message.  All of her orders have been shipped.  As an apology, we sent an email for 15%...

off next order.  Thank you for giving us the opportunity to resolve this issue.

Customer returned and was credited for Renergie Eclat Multi Lift Shade 4 – 10/27/15

[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.

Complaint: [redacted]
I am rejecting this response because: I did not receive a message alerting me that the Sparkling Plums is out of stock. Instead, I received a confirmation email (attached here) from La'Bresha saying that it will take 1-2 business days to process and 3-5 days to ship. In no part of the email did she alert me of a stock shortage or indicate her willingness to work with me on a solution. Again I feel this is false advertisement and that I am being taking advantaged of. What exactly is La'Bresha processing and shipping? I'm guessing nothing. Again this response from Lancome regarding their mistake is unacceptable. IF Sparkling Plums is in fact our of stock, it is because Lancome took too long to respond to this matter and did not take my complaint seriously. And yet again, they are trying to give me the run around. I do not know who or what to believe. I expect and deserve better as a consumer of their products. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Although the majority of this response is true, I just need to put on record that 1: the Supervisor did not respond to me.  I had to call back in because they never called me and there was no ticket number to follow up on.2: The first option that the vendor gave me (to change the address with [redacted]) turns out would have cost me $5.3: The inability to change an order 2 minutes after placed is unacceptable
Regards,
[redacted]

The order [redacted]was received on May 25th and on May 27th (email below) we notified you that the item was unfortunately no longer available and that we had to cancel your order. On May 27th you also sent us the following email: Subject: Contact Us: Online orders Message: Purchasing...

date : 22/05/2016 When I bought this set, it showed only 2 items in stock, so it was nothing wrong, now I am waiting for 5 bus days no email no phone calls let me know this is not available, if I do not call the centre I have never ever know about this! It waste my time and it is a kind of cheat! It was my first time try lancome items and the last time too, I do not trust your company anymore!!! Order number (if related): [redacted] To which we replied on May 30thWe received your email regarding your oder #[redacted]  We are aware that you were able to make the purchase but later found out that the product was out of stock.  Unfortunately as your order was being placed our system was being updated. And this is the reason for the error..  We offer a 15% promo code on the next order At Lancôme customer satisfaction is very important to us and we always ensure a transparent communication with our customers.  As a goodwill gesture, we provided you with a 15% off promo code [redacted]) on a future order since this set is not available, I know it won’t replace the set you wanted but hopefully you will find an alternative to your liking. Best regards,  [redacted]
* From: [CA CORP] CC ECOM Sent: May-27-16 4:57 PM To: [redacted] Subject: Order no: [redacted] Order no: [redacted] We regret to inform you that your order is being cancelled as your product(s) are not available at the moment. Because our system was being updated while you were selecting your product(s), the shortage of stock was only accounted for when your order was being prepared. We invite you to go back to the product page and click on Notify me button to enter your e-mail address to be informed, by e-mail, as soon as the product is available again.  We invite you to place another order at that time. We have processed a full authorization reversal, please allow 3-5 business days for this to reflect on your account. As we cannot receive emails from this mailbox, should you need to contact us, please do so one of the following way: Lancome-[redacted]  [redacted]

The consumer was issued a credit $43.20.  This should appear on the consumer statement in 3-5 business days.