Lancôme

How far a "luxury" brand has fallen! After last year's debacle dealing with Lancome online, I decided, in a moment of now regretted charity, to give them another chance. In a single transaction, the following things went wrong: - delayed shipping - loyalty points not credited to my account - product PWP not sent So I sent it back. After… Read more

to-ing and fro-ing with possibly Australia's worst customer service chat line, I indicated that I would be lodging a charge back and a complaint with Qld Fair Trading.

Magically, my chat was escalated to someone who would authorise the refund. Magical, because I asked 14 times previously on chat for escalation and each time was told no.

So that's it. Lancome is a textbook example of how to wreck customer loyalty.

The WORST customer service! Making a return is an extremely lengthy process, they do not like giving a refund and make you wait weeks to return funds. I purchased on behalf of my son who was going to give me the money back, but in the interim he… Read more

passed away. I returned the goods because I could not afford them, I am still waiting for a refund, leaving me in financially stretched on top of the pain of my loss. I contacted c/s and all they had to say is they need 14 days to process a refund. They made me wait 2 weeks and many phone calls to even start the refund due to a problem on their side. Not a nice company and as much as I like some products I won't ever buy again.

The poorest customer service I have ever experienced. At Northland Shopping Centre, I sought to purchase teint idole ultra wear foundation. The disinterested saleswoman stated they had run out, and after I enquired further, that it wasn't available… Read more

at other stores. I asked if she carried any similar tones, to which she responded "No". Obviously, very disatisfied with the range available. Found far superior service at the nearby Clinique counter, where the very pleasant saleswoman sought to find the perfect match after comparing a variety of samples, which I duly purchased. Very happy with the product I bought!

I could have given it a zero star if available. I purchased four times from lancome Australia. Their price is at least 25-30% higher than some reputable pharmacies. I bought from them in order to receive reward points. After a series of complaints… Read more

about not receiving reward point for three purchases after I joined their reward program. Their final reply was I had not signed into my account when I placed my orders. That is a total lie. I DID sign into my account when I placed the orders. Instead of solving the problem, they put the blame on the customer. Customer service is non-existent in this company. Stay away from this shop. You can get the same products at a much cheaper price elsewhere.

Product excellence, stuff por – I’m really big fan of Lancôme cosmetics, all products are good. But I want to give zero star for their employees, this is embarrassing. They are so not interested on costumer’s in helping them. I was before two days in Mayer on Bourke street, I bought cream and I wanted to ask about other products, she didn’t want to explain anything, and in that… Read more

time was only me, there wasn’t any costumer who was there and waiting. They didn’t even ask did I bought before there, do I have Lancôme rewards or am I member of Lancôme?! I feel so bad, because it’s not about anything personal but I wanted to buy something more, and In that moment I regret for buying first product.

Very Happy Customer – I purchased the Hydra Zen starter kit and the advanced genifique serum online at lancome australia. Not long after I read the reviews here and was worried to say the least. I contacted the customer service line for lancome australia and spoke to one of the consultants and was informed that my order was good to go. Within 1-2 weeks my package had… Read more

arrived everything was exact to my order. Products have been a very big help to my everyday routine and I am very happy with my purchase. I'm glad I didn't read the reviews before my purchase.

Lancome, I ADORE you!! – I recently decided to give MYSELF a Christmas gift. I purchased the Sunrise Ruby lipstick. It is the BEST lipstick I've ever had. Thank you Lancome!! You made this woman extremely happy.

I just bought something and didn’t realise the points from my earlier purchase weren’t credited to my rewards account. When I called up, I was told I wasn’t “logged in” at point of purchase, even though the confirmation email I received had a link there to my account and went there right away upon clicking. They won’t fix it, even though it’s… Read more

obviously the same account. Surely a rewards programme is to engender loyalty instead of the reverse. Why bother trying to recruit new customers if you won’t act with the integrity suggested of a premium brand?

The products are amazing. I live in the country and the Myers here do not stock Lancome so I rely on ordering via the website and what a nightmare this is, definitely not user friendly. Customer care is hopeless, exception being today after my second call I actually got someone who helped me complete my order and this was a first, I have been a… Read more

customer for years.I am so thankful to her as I had been struggling for hours to access my voucher. Also only 2 samples as they had run out! When this is the case then customers should be able to order extra and not 1 sample of each. The website really needs to be made easier to navigate. Finally Lancome is not the only excellent product on the market and unless there is a definite improvement in the website then I will be changing brands. Lastly I was in Myer Perth last year and the assistant was talking on phone in their stock room I waited quite awhile and eventually I knocked on the door to get attention. I might add she gave me alot of samples!!

I was genuinely excited to see Lancôme's 25% off promotion and placed an order on the first day of the 48-hour sale. Unfortunately, when I returned to the website on the second day, I was blocked from placing another order. I received a message saying the order could not be processed and that I should try again the following day — which would have… Read more

been after the promotion ended.

It’s incredibly frustrating to advertise a 25% discount but then prevent customers from completing their purchases during the sale period. I contacted customer service and was simply told to try a different browser. Very little effort was made to properly investigate or resolve the issue.

As a long-time loyal customer, this experience was disappointing and left me feeling undervalued. Sadly, after this experience, I won’t be ordering from Lancôme again.

As many others have said: great products, but horrible customer service. I’ve been a Lancôme customer for decades and a Gold member, but this experience has confirmed why I stopped shopping with them directly for a long time. I placed an order in December 2025, redeeming 800 loyalty points for a $40 voucher specifically to access a Gold Member… Read more

Birthday Gift and an Absolue promotional gift pack (valued at $165+). These promotions were the only reason I redeemed my points at the time.

Lancôme cancelled my order on my actual birthday, a week later, due to a “technical issue” on their end.

As a result:

• My birthday gift was cancelled

• The Absolue gift pack promotion is no longer available

• My points were returned as a voucher with a 30-day expiry from the original redemption date, effectively forcing me to repurchase immediately or lose the voucher altogether

Customer Care repeatedly responded by stating that “the voucher is still valid,” completely ignoring the fact that:

• I lost the promotion I wanted through no fault of my own

• The offer was available at the time of purchase

• I do not intend to make another purchase

• The replacement promotions offered (a branded towel and tote) are of no value to me and will likely end up as landfill

Instead of reinstating my points or offering a genuine fix, I was given a limited-time 10% discount, which does not compensate for the loss of my birthday gift or the premium promotional gifts I effectively paid for.

This was a disappointing response to a loyal customer, and it reflects poorly on Lancôme’s customer experience and values. I would not recommend purchasing directly from them, and I’ll remember how I was treated on my birthday for years to come.

Great Products, Poor Customer Service when Purchasing Directly. I purchased some products at the end of November when Lancome had their Black Friday sales on and also to collect my birthday gift. They addressed my package incorrectly so Australia Post sent it back to them. I am a month later still waiting for my refund as Lancôme stated they… Read more

could not resend the order to me with address correction though confirmed it had arrived back to them so not only did I lose my parcel and had to purchase the items from another retailer I lost my birthday gift and they still have not been refunded my money despite chasing up with them multiple times. I am about ready to go to the Retail Ombudsmen over this as length of time for a refund is unacceptable. Never again will I purchase from Lancome directly.

I placed orders during Lancôme’s 90th birthday promotion expecting loyalty points to be credited, but they were never added. I followed up over 20 times across 7 weeks and received conflicting and unhelpful responses. This level of service is completely unacceptable, and I am extremely disappointed. I wish I could give 0 stars, but unfortunately 1 star is the minimum.

Giving 1 star as the system doesn't allow zero star. I requested a return on 2/10 and still haven't got the return label as at TODAY (7/11). They kept telling me there was an "invoicing" issue so they couldn't create the label for me in the system, really interesting as the issue didn't stop them debiting it from my account but suddenly started… Read more

"working" when it comes to the return. Followed up with them several times and the only answer was "we are still investigating the issue", with no clear timeline or any update AT ALL. This whole experience makes me realise how helpless a customer could be when the business gives up customer services and reputation as a whole.

UNBELIEVABLE RIDICULOUS AND UNPROFESSIONAL!!!! Order placed on 14 Oct AUPOST Label created on 16 Oct with a tracking number NO PROGRESS AT ALL SINCE 16 OCT NO SHIPPING INFORMATION NO UPDATES FROM LANCOME NO COMMUNICATION I called customer service on 21 Oct, spoke with a representative who told me the order has been picked up with all goods,… Read more

with their warehouse atm. She escalated the issue to the warehouse, she told me it will be shipped soon. I raised my concern for her to double check on it as I don’t want it ends up with no stock or cancellation. She told me no need to worry about it as all goods have been picked up!!!!

AGAIN, NO PROGRESS NO SHIPPING INFORMATION NOTHING!!

I called customer service again on 27 October, spoke with the same person again. She told me no response received, she escalated it again to the warehouse and told me it will be shipped soon.

Once AGAIN, NO PROGRESS NO SHIPPING INFORMATION NOTHING HAPPENED! AGAIN AND AGAIN!!

I HAD TO CALL custom service again on 30 October, at the third time!! Spoke with another representative, who told me the goods are out of stock, they CAN’T FULFIL THE ORDER, SO SHE REDIRECTED MY CASE TO THEIR CREDIT TEAM FOR A REFUND!!

I WAS EXTREMELY SHOCKED, DISAPPOINTED, FRUSTRATED AND DESPERATED BY HOW IT HAS PROGRESSED!!

IF THE ITEM THAT I PURCHASED IS OUT OF STOCK, how come I can place the order on their official website and completed the ordering process on 14 October??

How come I had received the shipping label and an AUPOST Tracking Number on 16 October after my order was placed, if the items I purchased are truely out of stock at the time???

FROM 14 Oct to 30 Oct, that’s 17 days, WHY there is NO communication from Lancome to advise me the item is out of stock???? Why cannot they tell me earlier????

Their well trained customer service staff kept misleading me and told me twice that my order has been picked up by their warehouse team and there is no out of stock issue! This is very CONCERNING and CONFUSING!!

If this is how they treat your customer, or if this is the way how they foolish their customers, how they cheat your customers, I’ll definitely fight to the end to escalate the case in case other people would be offended by their RIDICULOUS AND UNPROFESSIONAL SERVICES AND BEHAVIOUR!!!

After I waited for more than half a month and followed up three times I now get nothing!!!! I do not accept the 15% discount voucher they offered as it absolutely does not cover my loss!!!

Lancome rewards loyalty scheme is bogus, with progress including tier status deleted without explanation. I am still waiting for a substantive response one week after having contacted them about this. Missed out on Gold tier birthday gift due to this. Might report them to ACCC/Fair Trading. Be warned, do not buy from the Lancome website for… Read more

loyalty benefits. I've no complaint about product quality, but availability of foundation in popular shades is a permanent headache.

UPDATE: 2.5 weeks and a dozen emails back and forth have got points back in my account but still no restoration of Gold tier status or Gold tier birthday gift. The excuse I was given was inconsistent with my purchase history which they admit they can see, and they ignored my last reply instead sending me a satisfaction survey. I've unsubscribed and will never buy anything from them again.

I placed an order on the Lancôme website on 21 October, after receiving a promotional SMS with the following message: “MY LANCÔME REWARDS EXCLUSIVE: 14-PC Gift when you spend $95+ on your next Lancôme Order. Hurry, while stocks last. SHOP NOW” I took advantage of the offer and spent $220, expecting to receive both the items I purchased and the… Read more

promotional gift set as advertised.

To my surprise, when I checked my order status a few days later, I found that my order had been cancelled, with no notification by email, SMS, or phone call. Absolutely no communication whatsoever.

I tried to resolve the issue through live chat, waited for over 30 minutes, and no one ever responded. Because it was Sunday, I couldn’t reach anyone on the phone, then called on Monday, only to be told that “there was no more stock”, and that they had simply cancelled my order, promising a refund within seven days. No apology, no goodwill gesture, nothing at all.

I found this attitude extremely disrespectful and disappointing. I have been a loyal customer for many years, frequently purchasing makeup, perfumes, and skincare from Lancôme, and I expected far better service and transparency from such a renowned and expensive brand.

My order was cancelled without any notice, I was left completely uninformed for almost a week, and the customer service provided was cold and ineffective.

This experience has been deeply disappointing and has made me reconsider my trust in the brand. I’ll never buy anything from them again.

I wish I could give Lancome and the Loreal Group zero stars. They deserve nothing more. They recently cancelled my order, despite the items I ordered being in stock. If the warehouse does not update the system, that's not the consumer's problem. I had never had a business cancel an order without an email or some sort of heads up. This company is a… Read more

disgrace. As a loyal Lancome customer, I have been dismissed, insulted and ignored. In reading the reviews below, I see I am not alone. How terrible for you all. I'm contacting the ACCC. If more than ten people complain, the company gets a formal warning. I think it's time that people flood Fair Trading. Maybe then they will listen, and treat people as they should be treated. Signed - Former Lancome lover.

Placed an order 8 days ago. Still not dispatched. Customer care helpless. Rang them two times, just bla-bla, escalation, lots of sorry but no real help. Will not buy online anymore.

Lancome Australia is unprofessional. I placed an order on Friday and today (3 days later) it was cancelled (by them). They said it was a technical glitch but all items are still available on their website. I had a 20% off voucher (that was accepted) but in return they gave me a 10% off voucher - what a con! They took my money straight away but… Read more

say it will take up to 10 days to return the money, another con. I'd suggest shopping elsewhere - buyer beware!

Very unprofessional take orders and payment promise promotion free gift to be told 2 days later that they received my order cancellation which I didn’t do they cancelled it. After following this up the could not fulfill the order. Not happy very untrusting

Extremely disappointed in Lancôme (owners L’Oréal) Australia after experiencing a horrible reaction to Génifique Ultimate Eye Cream. It stated clearly on their website “ Suitable for all skin types, even the most sensitive & post-procedure skin”. I followed the instructions & after one application I ended up with extremely painful swollen, red,… Read more

puffy, watery eyes for days that were painful. I ended up with bruising & broken capillaries around the eyes. I have used many other well known brands with less claims & no issues. I left a review which was removed, then contacted Lancôme Australia via there forms, did not get a response, so contacted via phone. I was offered to return the product for a refund & received the balance of payment but not rewards used to purchase, I received no written apology, no changes to website claims which are misleading & no true customer service to compensate for three days where I was stuck at home over a long weekend.

I’m extremely disappointed and frustrated with the experience I’ve had with your customer service. I placed an order in early September and when it was delivered, the actual product was missing — only the sample item was inside the box. I’ve spent weeks trying to resolve this. I emailed and called multiple times, providing everything requested:… Read more

photos of what I received (though I no longer had the box — who keeps rubbish packaging for weeks?), and the tracking number. Despite this, I’ve received no helpful response or resolution.

Last week, I called again and requested a refund, only to be told I need to contact Australia Post — as if they could somehow confirm what was (or wasn’t) packed inside the box? That’s your responsibility, not the courier’s.

What’s worse, I’ve been a loyal Lancôme customer for years. But after this experience, I no longer want anything to do with your brand. I simply want my money back. And the irony? At the end of each call, your customer service asks, “Is there anything else I can help you with?” — even after saying “There is nothing I can do for you” at the very beginning of the call.

This has been incredibly disappointing, and I expect a full refund — no more excuses.

Lancôme cancelled 2 of my orders value of $400, they advised it would take up to 10 days to process a refund. A contacted in writing to follow up almost daily. After 10 business days I rang them and was told a refund had not been processed by the warehouse and it would take another 10 business days. When I complained they offered me a discount… Read more

code for a future purchase. ??? Lancôme have had my money for 18 days and it is likely they will have my money for over a month. Completely unacceptable