Terrible online team service
First I order the product from Lancome website then find out they didn’t add in the promised gift and replaced something else instead. Then I emailed the service team but no response at all. Then I call twice to request to cancel my order one day after I made the order, both time they say they will cancel my order and sent request to the warehouses. The day after, another email sent out to let me know that the order had been shipped! It was so frustrating then I called again and waited 1 hour to get through they still say nothing can be done if...I want I can process refund once I receive the good! Totally waste everyone’s time, they should be able to stop from the beginning. BTW still not receiving the goods after 1 and half week, I am sure there were many times inbetween that they can solve the problem!!!!
No easier in store
I like lancome products and try to stock up when visiting melbourne. I tried very hard at myer on Tuesday to do so but could not get a lancome staff member. Eventually i was advised the lancome rep was checking stock elsewhere but would be "coming" I think i would still be waiting! I ended up with purchases from a comoletely different brand from very helpful staff.
Product is good but customer service from online shopping is horrible
The way they process request from customer is so bad! I requested to cancel my order one day after I made an order, they said their ecommerce team would investigate my request. The day after, another email sent out to let me know that the order had been shipped! Wonder how their system works? It turns out I’m not alone having this frustrating issue from order online via their website
Worst customer service ever!!!
It's a great pity that I didn't read the reviews before I ordered from Lancome on line. Placed the order on the 20/1/20, got a message thanking for my order and promising to let me know when it will be delivered. Have not heard from them for a week, called and was told that they are experiencing technical problem and will rectify it ASAP. Nothing happened, so I called them again today, 31/1/20 and was told the same story. Still no goods, no apologies, no notifications. They offered me 50% disc of the next order but I said no way I will e...ver buy anything from them again. If I knew how bad they are, I would've gone and get the product from someplace else and forget the whole thing by now. Not sure why they maintain such a poor customer service.
Never buy from their website
I placed an order from their website, never received the order confirmation, after waiting for 2 weeks, no delivery, no email. When I called them , them said my order is under investigation, they don't know how long will it take. Ok, after waiting for another two weeks. I chated with their online team. They told me the product is out of stock, I have to keep waiting and the expensive gift set I got is out of stock as well. They want to change to the cheaper gift set. What a joke. Never buy from their online website again, it is the worst shopping website in the world.
Shocking customer service. Never again!
I also wish I had read these reviews before attempting on online purchase with Lancome. I paid through PayPal and that was reflected in the usual email from them the money had been taken out of my account. My online bank account also shows the money has been taken. No acknowledgement of the order ever received from Lancome. I have emailed, phoned and chatted online with them only to be told to expect a response in a day or two! The day or two is now up and STILL nothing from Lancme. Very frustrating and disappointing.
My next step will be to contact Consumer Affairs.
Product ok but lancome website service incompetent
I buy lancome skin care through 3rd party usually but recently found good reviews for lancome cushion subtil blush, decided to give it ago. Problem was my usual 3rd party seller had no stock quoting item has been discontinued. Checked other website but price was either higher than lancome au website or same price but not sure re authenticity. Anyway, went on lancome au website, ordered 1 colour, was fine, and also wanted the orange one but was out of stock. Checked later saw 1 orange became available on lancome website, purchased and was sent a second hand one with stain on mirror and missing cushion. Told lancome and provided pics taken shortly after picking up from post office. Been more than a week, no rectification from lancome.
Terrible service from Lancôme website
Don’t buy Lancôme products from their website!!! Placed an order 13th of September ...queried with them on the 1st of October to see where my order was, received an answer 3 days later saying they are checking where it is ...a week later still NO NEWS !!!! Then eventually got so upset I requested my order to be cancelled ... no apologies, nothing !!! Terrible terrible service
Extremely poor effort
I wish I had read reviews re the online service from Lancome(L'Oreal) Australia before placing my order.
The order placed early August supposedly shipped 14/8 still not sighted at Auspost. Contacted Lancome via website and by phone still awaiting action 3 weeks after order placesd
Shockingly poor customer service
So disappointed! I ordered some make-up on the Lancome website on 7 August. I was treating myself before an os trip, or so I imagined.
I haven't received the order but Lancome has received my money. Order status remains 'being processed'. Two emails from me remain unanswered.
What sort of shonky business is Lancome? I have never had another online shopping experience so bad. Lancome has broken all its online promises.
Next stop Consumer Affairs!
Lancome Free Gift at David Jones Misleading
I love lancome products and have been a fan for a very long time....however, don’t go to David Jones Wollongong for your free gift. I was disappointed when I ordered an expensive Lancome product to receive my free gift pack (radiance boosting) and they only stocked the makeup favourites. I went through pick up of my products via conceierge, received what I thought was the wrong gift.... only to be informed by the Lancome lady that Wollongong only stocks one type of free gift and there were no other options for me. Too bad, too sad. It’s a disappointing service from Lancome who’s service is usually fantastic.
fake promotion and rude customer service
They alwasy give the fake promotion email. last time I got the promotion "buy 3 products got 1 free" last time and me paid for them. Then I waited for 3 weeks to wait for my products sending to me. nothing comes to my house, then I connect with their online customer service staff, they said the orders are been stuck by their system, they will fix it then send the orders to me as soon as possible. I waited another 7 business days again, but no one reply to me during these 7 days, then I connect with them again, they said the orders have been can...celed and the money has been issued back to my bank card. If I still want to purchase these itmes again, I must place new orders without any promotion which means I must pay 400 dollars more than last time. I asked for the same promotion with the same product, I even can directly transfer money into their company account, they refused my application. I have no idea if you don't want to offer the promotion to customers, why give the fake promotion email? If it's not the customer's fault, why they must pay 400 dollars more for the same product???
Lancôme terrible online service. Products delivered to VIC instead of NSW
I ve included the correct address in my order. But the address in the order confirmation is incomplete without the suburb and estate. So it was delivered to VIC I/o NSW. It is unbelievable 1st you guys did not include my hidration set in the order confirmation summary and then it was delivered to an address in VIC. I have asked the Reimbursement on 22/6. I ll post here the outcome.
Horrendous Customer Service Avoid Online Orders!
I have been a loyal Lancôme customer for many years. My experience with their online ordering service was horrendous. Five weeks have passed and I am still waiting for my correct foundation. The customer service operators are also very rude. Avoid at all costs!
deserves 0 stars !
Ordered on lancome online that states they are apparently in Melbourne. Tried to order over $125 worth of skincare as on that day they were giving away 6 piece gift set for spend $65 and extra 6 piece gift for $125spend . No matter how hard i tried it wouldn't add the second gift set or the 10% off for new purchaser. I questioned this on their facebook and just got told to phone customer service next day, So i did and realised that i was talking to someone overseas. I asked if they were in Asia and she told me their centre is in New Zealand, W...hen i asked her what suburb she was in she couldn't tell me. i told her i am aware that my order hasn't been processed as yet so want to cancel order. I was told that they would enquire as to what is happening with it, They also stated that their warehouse is in Melbourne, I really do not believe this at all. emailed customer service and they told me they would see what's happened to my order, I told them that it is still showing on my account that it hasn't been sent yet and i want a refund. got another pm on my face book that they are still looking into it. I have now asked 3 times for a refund as they still can't tell me anything . A week later now and i am going to phone fair trading Australia as i don't believe they are even here in Australia as they can't seem to tell me anything about my refund or order. Please be aware that these people are most probably based in asia and as for their products? Who knows what is in them or where they come from ???? Update... Got pm today saying order is dispatched and sorry for delay, Although on my account still states on the tracking that order is being processed. Go Figure.... Tracking number unusually long for within Australia at 21 figures. So where is it really coming from and will i actually get it? I have read the other reviews of the poor people that are still waiting a month and still havn't received their orders, So i will update this post if and when i actually receive it.
ON LINE ORDER NIGHTMARE
Never again will I order with Lancome. Purschased online perfume for my daughters birthday. Waited a week said it was in stock but still no sign of it being posted. Rang customer service who assured me it was a technical hitch with the warehouse and they would inform them and would be posted the next day. Well I waited ... and waited... rang again four days later and was told the same lie.. technical hitch and would inform them immediately. I said don't bother now long past my daughters birthday and they obviously had either no stock or wanted ...to keep my money. Asked for a refund and said I would get a email confirming.. no email...Ended up ringing a further two times because they kept lying to me about refunding the money. Eventually got someone who said it had never been processed. Hopeless... a very frustrating experience.. never again...
waited for two months, still haven't received Lancome products, customer service is hopeless
The customer service team is hopeless. After countless calls within two months, I still haven't received my products. I called the Loreal team in Melbourne and Consumer Affairs, no one seems to know who can resolve the issue. They advised me to call customer service line to make a complain about the customer service line. How hopeless.
I complained on Facebook, nothing happened. Just kept referring me to the hopeless customer service line!
I cannot believe such a renowned international company would have such an inefficient team.
Unbelievable! Do not recommend Lancome Australia!
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