I've been using Lancôme products for years. I've just received my 1st online order from them. Unfortunately the free gift for spending over £60 was missing. I emailed their customer service, only to be told it was out of stock! I was not informed of this when I made the order, & the free items were included on the online order form. They basically say there's no way I'm getting the free gift of 5 mini luxury beauty routine items as my order has been dispatched. I've thought about returning my items & just buying from the Boots counter (gaining some advantage points)when I looked at their customer service reviews, there were lots of disappointed customers, some had returned items but had not received a full refund & had to pay for postage! I feel very disappointed, their customer service stinks! I actually feel conned into buying from Lancome on the pretence of a free gift. I spent £ 82 on their gift set, money I was given for Xmas, I could not normally afford to spend that much. I just wanted to warn other Mumsnetters of the dreadful Lancome customer service, & don't expect to get your free gift with your order! Shocking customer care that I would not expect from such a large company! Beware of Lancome free gift scam! Wow! That feels better to get that off my chest! Has any one else had a similar experience with Lancome?
Thanks for your replies. Yes, I know they are subject to availability, but as it was stated on the order form I thought it was available! I suppose it's just the sheer annoyance that such a large company can have such a lack of customer care to a loyal customer. I'm obviously dissapointed that I didn't recieve my free gift but also very dissapointed that I've spent a lot of money & not received my goods or any sort of customer care. The way that Lancome have handled it does not inspire me to buy from them again!