I bought the absolue soft face cream, they prompted me to choose 4 free items. I got the face cream but not the free items, when I asked them about it, the told me to go buy some more items and then would send me the 4 free items. The face cream is over $300. I am not going to order more from Lancome directly. Will go to Macys or Nordstrom. I was simply looking forward to trying out other products. And was shocked how they responded to me when I asked about the free items the system prompted me to pick out. Buyer beware...You may not get the free items offered.Placed order and was charged but never received it. UPS said it was sent back to Lancome and I called them. Spoke to representative, Brandy who hung up on me. Called back again and asked her if my charge would be credited because they received my merchandise 5 days ago. She just replied it could take a while. Don't order from this site. Very unprofessional! Products used:None. Never received them! Service Value Shipping Returns QualityLifelong customer but never had a reason to interact with their service team. Ultimately ended up having product sent to an old address. They assure me old address is removed and won't happen again, and won't credit or send a replacement. Months later the auto-replishment kicks off and again sent to old address! They won't do anything to I help, after assuring me address is no longer on my account. Any other company offers a credit, replacement but NO. Not this billion dollar company. "It's my responsibility to keep my address up to date", sorry but their site is lacking and no where was the address shown for confirmation for auto-replishmemt. Not worth it, & no longer shopping at a company who doesn't care about their customers. Tip for consumers:Bad service. They need to equip their service team to be able to make right with their customers and bring it onshore. Products used:Mascara, face makeup Service Value Shipping Returns QualityThis is so far one of the worst customer service I came across recently. Every online order has either a missing item or a wrong item. The customer service agents mislead about placing replacements. There are no confirmations or any information on the account. It seems like they expect us just to forget about the wrong order. I had to dispute my charges in order for them to send me a replacement order. Ridiculous. I don't think I will give another try. Every time I have nightmares dealing with their customer service. Service Shipping ReturnsI have been a long, loyal, faithful customer since my mid 20s I'll be 65 very shortly! I've never ordered online until November 30,2023. I placed an order for a Christmas gift box and you had to order another item single à la cart item in order to be eligible for the gift box which I did my total order was $125. When the shipment showed up, I was so excited and thought I had really made a decision by ordering online because it would seem so effortless and so hasslefree! Well it's been anything but the products I don't know where they came from. They didn't have the proper serial codes on them which I found out later because I had a terrible reaction to the products I've been using for well over 20 years they must've agreed because they promptly decided to issue me a full refund because my skin broke out like a teenagers! Now comes trying to get the refund after 41 days and many many phone calls I finally was told by my bank that the refund had not been excepted because Lancome wanted me to unlock my account my bank account. How about that so I continue to call Lancome back and they said well unlock your card and we'll reissue the refund well against my judgment I unlock the card. Of course I knew something bad was gonna happen. I ended up getting two unknown trackers, wanting to have the ability to look into my account so I immediately locked my card up again. Somehow I know that there is something nefarious going on with this so-called company Lacome online! They won't dispatch me to their credit card credit department so that I can coordinate a credit transaction. They said they're not allowed to do that and I'm left with just trying to call and speak to some type of supervisor or manager to no avail so I'm leaving this review and many others and I'm also going to call our state attorney. They don't look too fondly on companies that try to target senior citizens to scam them of their FIXED INCOME! Also, Longcombe is has to have the most corrupt boiler room sales representative that I've ever spoken to they revel in confusing you and to build you up to make you think that you're gonna get a refund only to call back and have someone tell you straight out you're not getting your refund it's already been issued too. Oh well, I'll take your message and pass it on to, some some team stay away from LANCÔME online AND ANY ONLINE PURCHASE FOR THAT MATTER THEY'RE ALL FULL OF SCAMS TO EXTRACT MONEY FROM SENIOR CITIZENS AND THEY'RE FIXED INCOME SHAME ON LANCOME SHAME ON L'OREAL SHAME ON LANCOME FOR SELLING THEIR PREMIERE SKIN CARE COMPANY TO SUCH A MEDIOCRE SKIN CARE COMPANY, BUNCH OF THIEVESHi, I placed this online order. I received the package today. One of the bonus items that i order was missing. I only ordered 1 item and i had 4 more bonus items on my order because of that order. One of the bonus items was LA VIE EST BELLE EAU DE PARFUM 1OZ. However, instead I only got LA VIE EST BELLE EAU DE PARFUM 0.04 OZ. And when i talk to Lancome representatives, they told me that it was caused by a mistake on the website. But it is not my problem. The representative that i talk to offered me %10 coupon for this inconvenience which can not be used with other promotions. Lancome is one of the largest cosmetic companies I am very dissatisfied because of this situation and i don't think that i will order from Lancome again. I do not care about your problem on your website you should have fixed it before i place the order. However, If i see that i will get LA VIE EST BELLE EAU DE PARFUM 1OZ I am expecting to get it. I was expecting Lancome to send me LA VIE EST BELLE EAU DE PARFUM 1OZ after their fault instead of just saying it was caused by an error on the website. My trust to Lancome is completely broken.Beware that Lancôme's offers that should apply (avoid the exceptions, of course) are not always as promised. The samples that were promised at purchase may not come, so the specials are not necessarily worth it. For those who use sales and promotions to justify the high price and to make it budget-friendlier, this is frustrating. There is no notice given, just your box missing the items. It's false advertisement. Customer service didn't do anything to help correct this. Tip for consumers:Don’t believe the ads/promos! The gifts from spending a certain amount may not come, even if it’s confirmed in payment, so the specials are not worth it. Go in-store or call to order from a store location, rather than going through their misleading, frankly dishonest, website. Products used:Of the products that actually arrived (none from the promo), mascara, foundation (teinte), and primer Service Value Shipping QualityTerrible customer service. You have to email them and wait for a response which is around a week and they give you a small window of return time. They ask you for photos of your product you want to return and then they will decide if they will accept your return. Like wth? For a luxury brand, it's just not worth the hassle when there's better suppliers out there. Just buy from Sephora during their semi sales and have the comfort in knowing you can always return if you're not satisfied.OH MY GOD. Best makeup product I've bought in years. It sets your makeup with no powdery or cakey look, gives your skin a natural glow look, and keeps your makeup in place all day, no matter what. I sweat profusely at work but when I check my makeup, it looks like I'd just put it on. Saw that Jaime French loves this and though I was skeptical about the price, gave it a try and it will remain in my kit forever Tip for consumers:I forgot to mention this but when I saw Jaime using it she said it blurred her pores perfectly. I've had severe acne all my life and have some pores the size of a freckle and this definitely helps, big time! Products used:First of all, I recieved my package in only three days. I'm using the Absolu Powder a 'radiant smoothing powder'. And it truly is. Service Value Shipping Returns QualityForget shipping. You RUINED Teint idole ultra wear! It is not just coming from customers like me that has worn this foundation since it came out! I have talked to cosmetic consultants in many stores and all have said they can't seem to work with the shades and formula of your new Teint Idole. I am spending a fortune trying to find a foundation that worked for me as well but will never buy ANYTHING from Lancôme again as you have really made this old lady mad! Wore power, blush, lipsticks etc. from Lancôme but can't deal with a company that is so stupid!I am happy seeing that i've my #1 help here. I am absolutely content material with you and i can go back to this stunning spot. Just keep it up, lots favored.The lady said on the phone: As you live in an apartment, you cannot place any order because we label apartments around universities as "irregular places." The only way is to ship it to your friend's house, where they have lived for more than ten years—no other way to place this order. It is ridiculous. Why are the customers judged by where they live? Tip for consumers:Do not place any order if you leave in an apartment near universities. Service ValueTwice now I have ordered the Le 8 Hypnose black mascara as part of an on-line order. The first time I ordered 2 mascaras (one was to be a gift for a friend) and they were both dry and unusable when I received them. I went through the gruelling process of sending them back, and eventually got a refund. I then recently made the mistake of ordering another mascara with an on-line order, and this one was also dried up and unusable when I received it! So, once again, I've attempted the very stressful process of trying to get either a refund or an exchange. It's been many, many weeks now and multiple phone calls and emails later (with a different person every time) - and I still don't have satisfaction. Therefore, my advice to others is not to order mascara on-line and risk losing $68 (which is quite a lot of money for one mascara). I will only buy Lancôme products in a store now and, in fact, will hesitate buying Lancôme at all!If you purchase an item on their website, they will refuse you an exchange. So if you buy the item on sale like I did when they had a Memorial Day sale. You have to return the products and repurchase at full price. Shame on them for this. I had s customer service rep tell me I can't exchange products even though my receipt clearly says I can do so. Tip for consumers:Very disappointed with my overall experience and high considering switching makeup brands. Also when I called them.. I was hung up on the first time around.. and had to call back and listen to all of the prompts all over again.. second time.. I was left on hold because I don’t think the sales person wanted to deal with my request. Very uncalled for. Products used:Foundation Service Value Shipping Returns QualityI ordered some items with a free gift. They sent me my items with no free gift. I contacted them several times via email ( as I was advised) my question was not appropriately responded to until the 5th email. I was advised they sent me a cheap free gift instead of the one they offered. They basically said that is our policy. Nothing is promised. Very expensive with not intelligent customer service. No longer a customer.I decided to order some gifts online this year for Christmas and I will NEVER do that again at Lancome.com bc of their terrible customer service and return policy. I placed the order on Black Friday and did not get the items until the week of Christmas. Unfortunately the concealer I bought my friend was the wrong shade, she did not open or use it yet and I was trying to exchange it for the right shade but they denied it saying the return window is now closed. It is just so ridiculous that it has not even been 2 weeks since RECEIVING my order and I cannot even exchange an unopened product. In addition I had to talk to three different reps for them to inform me that it cant be returned, super annoying, waste of time and money. Sorry Lancome but you have just lost a loyal customer and I will make sure all of my loved ones know about this to not buy things here.Placed an order and never received it. There was a tracking # but all they'd done is create the label, never actually shipped it. Contacted them after about 5 weeks and they issued a refund. Better to order from somewhere more reliable. Tip for consumers:Order from somewhere else. Products used:None . I never received it. Service ShippingI placed an order April 22,2020 and I still haven't gotten my order - that's two months and totally unacceptable. Yet. What makes it even worst is the non-existent customer service. It is understandable that orders may be delayed but I have not received any order updates or emails from Lancome at all. I emailed them over two weeks ago to inquire about the order (6 weeks after the order was placed) and they never responded. I even contacted them on Facebook. No response. Do not order online!I ordered one product and after three days it was not shipped so tried to cancel and was told they could not cancel orders but it did not ship for 8 days. Several emails to them were ignored. Very bad customer service or lack of. They overcharge on shipping, it cost me far less to return the product even with tracking. Waiting to see how long it will take to refund. It arrived 5 days ago. Tip for consumers:If using their prodcuts buy from a retail store, not the company web site. Bad all round Products used:none returned unopened cosmetics Service Value Shipping ReturnsI just spend more than $400 in Lancome products. Two boxes came to my house. For my surprise the most expensive item $222 did not come. Box is well closed, it might get lost or stolen during the shipping process. Worst experience. Will never buy online. Tip for consumers:Missing Lancome item from sealed box Service Value Shipping QualityLancome offered a free gift for +$42 purchase, not specifiying that discounted sets would not be granted with the gift. I have ordered the $68 set and have not received the gift. The customer service rep told that that set is not eligible for the gift due to discounted price. The had to advice on that at the time the order was placed. I will not recommend anybody to buy from Lancome bacause their unfair policies and actions.This company has really gone downhill. The beautiful, secure packaging we once enjoyed, has now been reduced to crushed boxes with no packing to protect the expensive products. The last 2 times, I tried to order, codes that were sent to me and still within the date of being valid were deemed "invalid." The final straw was using 2900 of my Elite points on a concealer that arrived in a broken box with NO shrink wrap and the application wand was old and dried up. Their solution was to send me a code for 15% off my next order. No thanks!I placed my order on 5. 14. 20 and yet have not received a shipping confirmation (today is 5. 27. 20). I have tried to contact their customer service and there's no answer. I have tried to Chat and I've waited for an hour and finally got through someone who has now not answer my question but put me on hold for another 20 minutes. Their customer service is extremely unhelpful and rude. With the amount of money they're making they should train their employees a lot better.PLEASE BE AWARE! This company helped themselves to 2 payments out my account on 2 different days for 1 products they won't answer my emails, this has been going on since the 15/11/21 I've emailed them ever second day as according to their customer service note it will take 24 hours to hear back I've sent screen shots of my account to show 1 order and screen shots of them taking 2 payments on the 15th then again on the 19th, don't buy from them you can get better products else where!I put the wrong security code for a credit card, and decided to use the other card. After I changed the card, the address was automatically reset to the default one, which is a wrong address. I contacted the customer support team and they were not helpful at all and rude. Products used:Serum Service Value Shipping Returns Quality