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Lancome USA Reviews (53)

[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]

This order was placed on 12/28 and shipped to the customer on 12/28. The order was delivered by UPS on 1/5. An investigation was opened on 1/7 by UPS and was not closed out by their team until 2/11. This is a lengthy period of time, but is at their discretion. A claim was issued on 2/11 and a...

replacement was sent on 2/15. It was short one sample, as we were out of stock of this sample. Based on our notes, we had interactions with this customer on 1/6 and 1/7, inquiring on the status of the order. The customer reached out again on 2/9, but the resolution had not come back from UPS. On 2/11, we contact the customer to let them know a claim had been issued, and a replacement order would be sent. The replacement order was delivered on 2/21.

I apologize for having placed an online order with Lancôme USA in the past to have them not refund over a worn lipstick. This has been the one issue which has never been resolved until today. It is unacceptable to have all other distributors take so much effort in sealing after the lipstick boxes to ensure that I have no access to opening them. The level of customer service is even worse than I had expected given a reputable company.The reason I place orders through them is because there are no samples sold or limited choices for trials available at the exclusive departmental stores with long waits for beauty doctors who are more interested in doing make overs than it is in color matching.The least Lancôme USA can do is to ensure that the colors of the foundation on the computer screen match with the actual item. And if possible include the color chart of foundation kept behind the beauty counters made available to the internet customers. There is no satisfaction for customers to be made to wait and have the experience brought down while still having to fill up reason codes which do not even answer the problem. Customers allow them access to charge the credit card out of goodwill which does not mean that they can assume the right for not issuing a reply (with or without a refund.)

Review: I had a reaction to the [redacted]s mascara and was instructed by Lancome to return the products for a refund. Well, I returned the products, and to date have not been issued the refund for the 5 mascaras that were returned after the two others were reimbursed. I spoke with a [redacted] in Dallas who was curt, and a [redacted], in New Jersey who was also very curt. Neither party wanted to help as apparently they are in different states, departments, and so forth. Now, I am left with nothing, as the mascaras that were sent to [redacted]'s group in Dallas are going to be sent back via snail mail, and at this point, they are useless to me.Desired Settlement: I was told that I would receive a refund check in the amount of $135.00 and that is what I expect.

Business

Response:

We contacted [redacted]. Advised consumer we will compensate her for her 5 tubes. We sincerely apologized for the experience. She will receive a refund check for $135.00.

Consumer

Response:

[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.]

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,

Review: I bought a product on their on line website www.lancomeusa.com called Renergie éclat multi-lift shade 4.

Invoice Date: Wednesday, October 07, 2015

Order Number: [redacted] On Lancôme's website their return policy is listed as such:

Foundation Free Shipping and Free Returns

Free returns valid on any order which contains a foundation product that was placed on or after May 10, 2012. Please use the return label provided in your shipment to return your foundation item.

There was no return label in my order and the color is not correct for me. I wrote their customer service and asked for a return label. They wrote me back and said no your product is not a foundation and you need to pay to return it. I wrote them back and said why do you have it listed under foundations on your website and the only response I received was thanks for your input, you do not need to respond to this message. This is false advertisement on their part. They should not list items as foundations if they don't want to actually adhere to their own policy and provide free return shipping with it.Desired Settlement: They need to either refund for the product or send a shipping label for the refund of the foundation. Also, if they don't want to claim the product is a foundation then they need to change it and put it under a different category on their website. If they don't want to honor the free shipping and returns on foundations then they need to change tat policy as well.

Business

Response:

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

Review: It's an online order at www.lancome-usa.com. (lancome official online shop)

The online order was placed at 01/18/2015 and on 01/29/2015 it showed my package was delivered. Actually, I did not receive it.

I called & worte to Lancome back and forth during these 3 months. Their replies are always the same “ The package has been delivered” . [redacted] P.O.D showed it was " left at front door", but obviously, the package was missing. I think it’s Lancome’s liability for the goods loss or inappropriate delivery as they failed to deliver the order to me- the consumer successfully.Desired Settlement: I am asking for refund or resend the order [redacted] Thanks.

Business

Response:

Customer was refunded for the product– 4/27/15

Consumer

Response:

[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.]

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,

Review: I placed an order on December 1, 2014 online for my mother's christmas gift. I received a shipment notifying email on Dec. 3. I waited for it until 10th. Didn't show up. So I checked the [redacted] tracking, which stated that the product was delivered... but not in my hand, but somewhere in cambridge, MA. I contacted customer support at Lancome, expecting that the replacement order would be shipped right away since the Christmas is two weeks away. Instead, what I got was, "they need to go into investigation, which can take between 8 and 10 business days." I kept asking if Lancome can ship replacement right away so it will make it before christmas. I even asked for her supervisor's name, and she only gave me her first name, [redacted]. Refused to give her last name, and phone number. I asked for immediate refund, but they refused to do so. While I was still talking, this customer support just hung up the phone on me! She was so rude from the beginning.Desired Settlement: I do not wish to deal with this company any more. Full refund of $154.70 is the best outcome.

Business

Response:

A replacment order was issued to the consumer on 12/16. We typically wait 8-10 business day to investigate a lost/missing order. That is [redacted] time frame. Consumer should have her replacment.

Review: I have contacted Lancôme numerous times via phone, e-mail, online chat and have not received a response. I have developed a allergic reaction to their products and need to know if they use a preservative in their products that is known to cause allergic reactions but they will not respond to my inquire below:

I am having a allergic reaction to some of your products and need to know if you use any of the following in your products:

Methylisothiazoline

MCI/MI

kathon

If so please let me know which of your products these are in?

Thanks,Desired Settlement: A response to my inquiry

Business

Response:

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.

Review: 5/24: I placed 5 orders on Lancome.com ([redacted]).

5/27: Tracking record showed that the packages were delivered on 5/27, but I didn’t get them. Contacted customer service and reported the issue. Lancome said they will start investigation and reply me within 8 to 10 business days.

6/8: Because heard nothing from Lancome, so contacted customer service again, replied investigation started on 5/27, but not complete yet. The [redacted] called me the first time on that day.

6/15: Still didn’t hear anything, so contacted again. The customer service said that a representative will contact me “before the end of business day to provide a resolution.” Nobody called me.

6/16: I contacted again. This time the customer service told me that the investigation started on 6/8 and was not finished yet. And they also said that a manager will contact me within 24-48 hours. Again NOBODY CONTACTED ME!!!

6/18: Contacted them again. They said will give me replacement orders, I only need to wait for 1-2 business days for the order to process and ship. [redacted] called me again that day. But I didn't receive nothing, not even a confirmation emails until today.

6/23: Contacted again. They said the replacement ordered requests were still processing. But they will contact me “with a resolution within 24-48 business hours”. The THIRD TIME, hear nothing from them until today(6/26)!!!!

6/26: Contacted them again. They said 1 of the replacement orders is processing, but don't know information about others.

1: Different customer service told me different date that the investigation started. I reported on 5/27, it should be started that time. And they didn’t give me any explanation of the inconsistency between the customer service and the delay of investigation.

2: Never contacted me themselves, told me 3 times, but never contacted!

3: I already waited 21 business days, the problem is still not solved!!

I have all the transcripts of chat as evidence.Desired Settlement: First: Gave me all my 5 replacement orders within 3 business days.

Second: give me explanation for 1)the delay; 2)the inconsistency between different customer service; 3)never contacted me as promised.

Third: Compensate for the time I waited.

Business

Response:

Lu XuLAN_[redacted]Replacement issued on 7/10LAN_[redacted]Replacement issued 7/23LAN_[redacted]Replacement issued 7/23LAN[redacted]Replacement issuedLAN_[redacted]Replacement issued

Review: I placed and order with the company online directly through their website. I paid with [redacted] somehow defaulted to my old apartment number for the shipping address.

I called Lancome in under 5 minutes and reached [redacted] She said she cannot change the shipping address and that I have to call their shipping vender, [redacted] in a few days after I get the shipping confirmation. And I have to try to change it with [redacted] through some sign up service [redacted] has.

I found this unacceptable and she said there was no other solution.

She would not give me a last name or rep ID number. She refused to transfer me to a supervisor, manager, or director. She sent my name to a supervisor call back queue. She could not provide any sort of ticket/tracking number for my supervisor request. She said that the supervisors 'tend to call everyone back', but I should wait 48 hours before taking any further action.Desired Settlement: This should be a routine fix for a company this large. I shouldn't have the only option given to me to call another company to fix Lancome's shipping issue.

And, I should be able to reach upper management if I can't get my issue resolved.

Preferably, I would like them to change their policies, but pending that an apology is in order for a long term customer and delivery to the correct address.

Business

Response:

This customer placed an order on 1/17. Unfortunately, due to how fast our orders are processed and shipped, we do not update or modify orders when they drop into our system. This would include the shipping address for an order. A supervisor responded to this customer yesterday, and apologized for this inconvenience. They advised the customer they could take advantage of a service from [redacted] called “myChoice” to update the apartment number on the order. Due to this customer’s concerns, our team did contact [redacted] directly and the apartment number has been updated.

Consumer

Response:

Review: [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,

Review: On 5/28/I placed an order with Lancôme onlineOn 6/29/I returned item (an eye shadow) via [redacted] Priority MailPer [redacted]'s website, it was delivered on 7/1/at 9:31am ESTOn 7/13/I called Lancôme & spoke with Latona at approx1:25pm EST to find out why I had not received my refundShe assured me I would receive a credit to my credit card within 3-business daysOn 10/14/15, after checking my credit card transaction history online and not finding a credit, I called and spoke with Chandra at approx4:49pm ESTI gave her the [redacted] tracking # as she said it was not in their systemShe confirmed receipt & said that for some unknown reason, the fulfillment center never fully processed the returnShe put in request to have refund processed & assured me I would receive credit in 3-daysOn 11/9/15, after checking credit card online again, I called and spoke with Terry at approx12:34pmI insisted on speaking with a supervisorHe placed me on hold and came back on the line approxminutes later to tell me no supervisor was available but he could have one call me backI explained all of the above to himHe said there was no notation on the account that I spoke with anyone on 10/14/The only notation was my phone call on 7/13/He said there is no tracking # in the system eitherHe said that instead of inputting a request for a refund, he had taken care of himself and I should receive a credit for $within 3-daysAs of 11/16/15, I have received no credit.Desired Settlement: At the very least, I would like to receive my credit of $to my credit cardI also think an apology letter would be appropriate along with a $or more gift card for all of the hassle, my time spent on the phone with customer service (with hold times before and during the calls I was on the phone each time more than minutes) plus the fact they have not refunded me for 4+ months
Business
Response:
The consumer was issued a credit $This should appear on the consumer statement in 3-business days

Review: Lancome.com "sold" me a promotional item (beauty box) that they didn't have in stock. This is how it worked, in order to be able to purchase the beauty box, you fisrt needed to buy a full priced item (in my case I bought a mascara set, which I really didn't need, but I thought it was a good deal since I was getting the beauty box, which was what I wanted to start with), I did buy a full priced item, added both products to the cart the mascara set and the beauty box, and they sent me ONLY the mascara set, didnt send the beauty box, called their customer service, spoke with a representative, all she said is that they had an issue with their warehouse and inventory, that item wasn't available at the time I made the purchase, but I still was able to add it to the cart and buy it. It's a SCAM, false advertisement, they do it to allure people into buying their products. I still spent the money and didn't get the promotional item. Very disappointed. Sounds like a simple silly issue, but still a SCAM!Desired Settlement: Lancome needs to send me the item they promised and advertised, the beauty box.

Business

Response:

We contacted the consumer by telephone. We are still waiting for the customer to confirm her address, and we will be sending her a complimentary Beauty Box, due to her experience. We will attempt contact her again today.

Review: I placed an order ($62 value) and I was given an oppourtunity to choose a sample product for free before check out. I chose a [redacted] SPF 30 Cream ($22.5 value) and this sample in certain degree affected my decision to purchase due to its value. This sample cream appeared on my order in the account online in Lancome's website, however it did not show up in the email confirmation nor in the shipping confirmation. Since I placed the order really late in time (around 2 am PDT), when I wake up the order has already shipped and left me no time to exam the confirmation and take further action. I contacted the costumer service, the person said due to stock issue, the sample cream is cancelled out. I was very unsatisfied with this result. First, if there is no stock, then the website system should not showing the sample , let me put it in my cart and check out, and display this item in my order list online which mislead me to think I got it. Second, Lancome did not mention anything about this cancellation in any format, if I did not find out by myselt I dont even know I am losing a $22.5 value cream. Finally, there is not any substitution sample for equal or less value to replace the sample cream, whereas other cometics retailer usually do when the sample is out of stock.Desired Settlement: Deliver another sample for equal or less value

Business

Response:

We sent the consumer the email below.

September 18, 2013

We are sending the sample that the consumer expected. It will take approximately 2 weeks for deliver.

Below is the email that was sent to the consumer.

We were notified by Revdex.com of your complaint.

We are sorry the Bienfait Multi-Vital Cream SPF 30 sample was not available when you placed your order.

This sample is now restocked. We are happy to send you the sample to the address you provided.

Thank you for giving us the opportunity to assist you.

Sincerely,

Senior Advocate, Consumer Care Center

Ref # [redacted]

Consumer

Response:

[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.]

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,

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Description: Cosmetics & Perfumes - Retail

Address: P.O. Box 2007, Westfield, New Jersey, United States, 07091

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