La Roche-Posay Avis 

Unfortunately!!!! Terrible customer service!
My order - LRP9770136
There is no way of telling who the carrier is once the shipping is done and no links are provided to be able to check anything. I got an email and text from dpd that there is a delivery for me but again didn’t say who it was from so pure guess.
Dpd NEVER CAME TO THE HOUSE but texted MISSED YOU. We have 2 dogs and would have known if someone came with parcel! Dpd instead of leaving a card or even trying a neighbour decided to take the parcel to post office with a cut off date that parcel needed to be picked up by- all in working days so nearly impossible to make to the post office. I called La Roche customer service after I had emailed few times to no avail!
The word UNFORTUNATELY came in conversation SO MANY TIMES that I had to ask the representative to STOP SAYING UNFORTUNATELY and do something about the situation where it was very hard for me to get to post office after work and that their communication after order placed is very poor.
Basically I was told - tough luck! Take time off and go to the post office or we will refund if you don’t pick the parcel and it comes back to them.
What is happening to the customer service! It is SHAMEFUL that as a customer I have NO VOICE and nothing is done for me even after I paid nearly £5 for delivery. I had to take time off to get to the post office to get my parcel!! La Roche should be ashamed of themselves and what that out their customers through!

Mi trovo molto bene con i prodotti che acquisto spesso in farmacia

I wish I could give them a “zero” star.

Worst customer service and company ever. I placed two orders during Black Friday, and only received one of them. I reached out to customer service and was told one of my parcels was returned to them by the carrier. They said they won’t send the parcel back to me, a refund process will automatically carry out and any complain, I should contact the carrier not them. I was at home all day expecting the parcel, it never came in. It’s their choice of carrier, not mine. It’s my problem that I didn’t receive the parcel? That’s ridiculous.

Never going to use their product again.

I ordered few products and one gave me a terrible allergic reaction. I've emailed La Roche with complaint and was totally ignored. Very poor customer service.

I have been purchasing from La Rochey Posay but recently I placed an order and I have raised complaints via email and WhatsApp saying that I have not received the order but DPD is claiming that they have delivered but I have not got the parcel. I have not got any response from them through any platform. I have lost the money and the items. I have no idea how to go about it. I wouldn’t recommend buying their products going forward.

I placed an order last Thursday. The website stated that the order would be packed the next day. It’s now Monday and it’s still not been shipped. I’ve contacted customer care with no response. Unlucky for me I didn’t read the reviews before I placed the order directly from them. Seems to be a running theme with this company. I for one will be requesting a charge back from my bank if this isn’t shipped out asap and reporting them as they seem to scam a lot of people with the free gifts ect.

I purchased two items from this company and contacted them upon delivery of these items as one product was damaged and had leaked within the box it had been sent in. Whoever packed it would have realised that there was a hole in the package and therefore a contaminated product as it should be completely sealed. I sent images of product and box to customer service. I’ve had no contact from them. No refund or offer to replace the contaminated product. I called customer service and they told me that I should receive a refund but nothing has been refunded or no notification to inform that they are going to do this.
Extremely frustrating

So so disappointed with the service I received through your customer support platform (WhatsApp). Despite several back-and-forth messages, I never received a final response, and the communication was abruptly stopped without resolution.

I have been a loyal customer of La Roche-Posay for years and have always appreciated the quality of your products. However, this recent experience has been disheartening, especially as it was my first time seeking assistance for an issue with one of your products. Unfortunately, the response I received was unhelpful, and the lack of follow-up was unprofessional.

I was informed that all your products are “properly sealed and packaged to maintain their integrity and prevent any issues during transit and use.” ( my product was not ) However, minutes later, I was informed that some products might, in fact, be unsealed.

This inconsistency in information is highly unprofessional, and I find it unacceptable that a customer service representative was not fully aware of how your products should be packaged. As a customer, I reached out directly to La Roche-Posay to obtain accurate information, and this experience has left me feeling uncertain about the reliability of your brand and products.

I expect that a reputable company would ensure that its staff is fully informed about product details, and I trust you will address this issue.

Worst customer service Ever.

Trying to replied but the deadline of 3 days time has expired.

Updated position - really poor service. Multiple calls and response was no free gift due to accepting first customer 10 percent discount. No where does it state that by accepting this offer you are not entitled to any promotions at time of order. Would not recommend using this company. Ordered under the belief of a free gift based on order price. No free gift showing in my order at time of purchase despite selecting. Messaged twice without a response. What’s app to advise website is not always up to date and no free gift. Misleading advertising is a cause for concern. Free gift is still showing on website so phoned today to be advised they cannot see this offer on their own website. This is just ridiculous and such poor service from L’Oréal. I cannot believe how awful customer service is. Still awaiting a response and clearly worried about delivery given other reviews.

I ordered 2 products 23rd August. By 29th August they hadn’t arrived, so I messaged the company via WhatsApp. I got a reply next day saying that my enquiry had been passed to marketing and they’d be in touch when they had a response. I called Customer Services on 11th September saying that I hadn’t had my products and have had no reply from the company as to what has happened to my order. I was told that the order had been lost and that I would receive a refund in a couple of days. It’s now a week later and no products nor a refund!! This is clearly SHOCKING customer service!
It’s such a shame as I love their serum, but the “back office” lets the whole company down!

I ordered a product on 23rd August for my daughter's birthday - delivery between 2 and 5 days. It has still not arrived or even been dispatched on the 29th. I am very disappointed bc my daughter will only be here for the weekend and therefore will not have her present. I was told that although they had not shipped the product, I could not cancel the order - I have to return it when it eventually turns up. I wish I'd looked at other reviews before I'd purchased.

Whilst browsing the La Roche-Posay website I noticed an offer of 10% off my first order if I signed up to their newsletter, so I did so and was duly provided with a 10% discount code.

I applied the code at checkout but a message popped up that it was 'unknown'.

Rather than delay my purchase, I decide to go ahead and complete checkout and then email customer service to explain what had happened. I also provided a screenshot of the error message for them.

2 days later I received a reply, asking me for a screenshot of the checkout cart, so I resent it. I then received a reply, asking me for a screenshot of the basket and the products I was trying to buy, notwithstanding that I had already provided a screenshot twice previously and I had already explained I had completed checkout and given them my order number.

I then heard nothing for 7 days, despite sending 3 emails during that time asking for a reply. When they eventually bothered to reply, they advised they couldn’t assist me because I had already placed the order and ‘discount codes cannot be retroactively apply to an existing order’.

Evidently it didn’t occur to them that the right thing to do would be to refund me the discounted amount, so I replied and pointed this out.

Their reply repeated that they couldn’t assist me because I had already placed the order and they also advised, presumably for the removal of doubt, they also wouldn’t issue me a new code to use with a future order (as if I will be using their website ever again!). And that was the end of it.

As a case study in incompetence, indifference and how not to treat a customer, this is right up there. This is a shame because the products seem decent, but they are let down by an astoundingly inept, unhelpful and uncaring customer service department.

I have been trying to get a refund for items that were never delivered for over three weeks now. Every time, I speak to a different person who tells me something else and requests information that I have already submitted. It is bordering on comical now. They have such great products, but the customer service leaves much to be desired. Hopefully, this will be resolved soon.

Consistently great service from La Roche Posay. The products are excellent and the services and staff have always been brilliant.

I recently made a purchase of serums from La Roche-Posay's website, but after waiting for five days without receiving anything, I reached out to their customer service. Shockingly, they claimed to have no knowledge of my order, despite it being visible in their system. Even worse, they stated they were unable to assist me further.This lack of accountability and disregard for customer satisfaction is deeply concerning. It seems they are not only failing to deliver on their promises but also providing inadequate customer support. I even provided them with my order number and all relevant details, only to be met with indifference.Their dismissive attitude and unprofessional behavior, particularly the abrupt change regarding a promised discount code, only add insult to injury. It's evident that their customer service is severely lacking, leaving customers feeling frustrated and cheated.I strongly advise against making purchases from their website to avoid falling victim to similar scams. It's disheartening to see a reputable brand like La Roche-Posay engaging in such deceptive practices. I urge others to exercise caution and consider alternative options when shopping for skincare products.

Nice meeting

Appalling experience. Don’t think because they are an expensive company that they are trustworthy or care about your custom. After 2 weeks of waiting for my order to arrive and the tracker not moving from ‘out for delivery’, I contacted them to ask for an update only to be told they were returning it to their warehouse and could not redeliver due to “logistical issues” (I live in London). I “may” request a refund which “may” be given after a further 15 days. They provided a contact number that does not work. No further follow up to my enquiries for an explanation. Just pathetic all round.

I booked an online skin consultation with Emily, and she gave me perfectly tailored advice and logical explanations for the products in the routine that she suggested. I've been using some of the La Roche-Posay Effaclar products for my acne-prone oily skin for years already (they're the only ones that really make a difference), and now I'll have a complete routine.

Love these products, they've been great for my acne prone skin. I had a complimentary consultation with Emily today which was really helpful in knowing which products to use and how/when to use to them.

The terrible customer service is correct. I ordered on the 4th of March. Item still not received to date when website says 3 - 5 working days. Definitely making a complaint for false advertising as got an email from Royal mail saying the parcel was sent as 24 hours. Meanwhile, I am going away and needed my cream. They could have done this last week. Now I know to avoid at all costs.