Anita M.

I can see that I am not alone about poor experience with Lancôme. Ca online purchase.
Made a purchase for two Spring Essential kit.
I checked the package upon receipt and noticed a Genefique serum is missing from one of the Spring Essentials kit.
Informed customer service via online chat and provided pictures of product received. I only expect to get the missing item and instead the customer service representative said that they will offer a refund. I asked if they would need me to return the incomplete kit and the answer is that I can keep the kit.
(Note: I only want a complete kit and is happy to receive the missing item or to return the incomplete kit in exchange for the complete kit).
I was told that I will receive an email to confirm the process.
I followed up after a few days of not receiving any emails.
I was then told that they will need me to return the incomplete kit to trigger the refund.
Given I purchased the kit as gifts for friends and I need a replacement and not refund. Lancôme rep said their back office team insisted on refunds and not replacement (no clue why).
Upon total frustration, I am returning my online purchase (I made two purchase of each@ over $200).
Hope they will refund me promptly.
Definitely not worth the frustration to buy online via Lancôme. Ca