Guerlain Reviews 242

For years I used Heritage an amazing fragrance! My signature but what have you done to this beautiful perfume is a disgrace nothing like it all depth of aroma is gone I use it in my toilet now ! Be ashamed for destroying the house of Guerlain known for the best perfumes in the world

LIKE OTHER CUSTOMERS, I WISH I HAD READ REVIEWS FIRST!! I PLACED AN ORDER ON 3 JANUARY FOR NEXT DAY DELIVERY. APPRECIATE DUE TO WEATHER THERE WAS A DELAY IN DELIVERY. HOWEVER, GUERLAIN PUT WRONG ADDRESS ON ORDER, WHICH ADDED TO DELAY. UNPROFFESSIONALLY THEY TRIED TO BLAME PAYPAL FOR ERROR. EVENTUALLY I RECEIVED ORDER, OPENED THE OUTER SAFETY FOIL ( CELLOPHANE WRAPPING ) ON BOX UNKNOWINGLY WOULD VOID A REFUND IF RETURNED. THEIR CUSTOMER SERVICE ADVISORS IN MY EXPERIENCE ARE ALOOf AND CONDESCENDING, AND AS A PREVOUS CUSTOMER COMMENTED YOU GET THE FEELING THEY ARE SMIRKING AT YOU ON OTHER END OF PHONE ! ON RETURN OF PRODUCT, WAS REFUSED REFUND, AS THE EVERSO IMPORTANT OUTER SAFETY FOIL HAD BEEN OPENED. AS I HAVE PAID £105 FOR ITEM, AND THEY ARE NOT PREPARED TO REFUND, THEY AS I HAVE REQUESTED RETURNING ITEM. I HAVE POINTED OUT TO THEM, IF IT IS SO IMPORTANT THAT CLEAR OUTER FOIL IS REMOVED, IT WILL VOID REFUND, SOME SORT OF STICKER SHOULD BE CLEARLY SHOWN ON FOIL, NOT A LITTLE SENTENCE SOMEWHERE ON RETUN FORM , WHICH CAN BE EASILY MISSED. THIS IS MY FIRST AND LAST EXPERIENCE WITH THIS FRENCH PERFUME HOUSE. DISGRACEFUL .

Wish I’d read the reviews before buying. The worst customer service I’ve ever encountered. My package ( a gift for my daughter ) arrived very badly damaged. No reply to several messages, no working email to send photos of damage.
Avoid.

Beautiful brand. My Absolute Favourite

I ordered a lipstick case from Guerlain as a special gift, choosing them specifically because they offer engraving. I provided the engraving message, but the case arrived without the engraving. This completely ruined the gift I had planned.

I contacted Guerlain through their email form on Monday, 9th December, and as of today, I still haven’t received any reply! Frustrated, I visited their store in central London on Saturday, 14th December, to see if anything could be done in person. What a waste of time that was. The store had only two staff members, whose main job seemed to be opening the doors for customers. While they were polite, they clearly couldn’t help—they lacked both time and authority to address the issue.

I also messaged Guerlain on Messenger (as they list this as a contact option), but unsurprisingly, they didn’t respond. On Monday, 16th December, I commented on their Facebook post hoping to get their attention, and guess what? Still no reply. Their social media is flooded with fake positive comments, yet their real customer rating on Trustpilot is an embarrassing 1.4.

This company’s complete disregard for customers is shocking. Don’t be fooled by their branding—Guerlain clearly doesn’t care about providing even basic customer service. Avoid them at all costs.

Still waiting for delivery of an item purchased seven whole days ago. I have emailed Guerlain every day asking where is my purchase. Have received one reply only informing me that my item would be delivered two days after purchase. Nothing delivered. My purchase of £125 may seem like a trivial amount to Guerlain but it’s large enough quantity of money to me a pensioner. So Guerlain have let me down as the perfume was a birthday gift to my wife. Sadly her birthday has passed and she never received the perfume she always wears.
I called Guerlain this morning a week after my purchase to ask for a refund and to speak to a manager. “No managers are available” was the reply I got to my request. My refund will take some time as Guerlain have to enquire with their courier DPD another shambles of a company. If like me you need a special gift for the special person in your life GO ELSEWHERE AS GUERLAIN ARE A SHAMBLES.

I ordered a lipstick and there was the option to personalize it by writing the name on it,I wanted to gift someone this lipstick, and came just the lipstick,
For 76€ I would buy other brands too, but I bought it in this brand because they offered personalization
I am disappointed by this brand I even sent an email and there was no reply from them.
I regret for ordering.

Ordered item from Guerlain 82 pounds retail price in 20 per cent off Christmas offer this weekend the item was offered with free 5 ml size too. On arrival no 5 ml item included I have emailed customer service 3 x today and received bland reply no apology just send whole item back including free samples back otherwise I will be charged. No return label included. Asked if I could have something else as free gift if original not available same bland reply if send everything back . No attempt to rectify issues so will not be using this company again they don’t seem to care !

I received product (direct order from Guerlain website) which is faulty. Sadly, I never received response to my email with complaint. When I called customer service number, your assistant laughed and smirked at me. Is this what you call "luxury"?

Trying to order face cream, after about 6 attempts of what box I would like then finally managed to get to checkout put all my card details then back to the beginning grrrr I gave up

Horrific experience with Guerlain CS-so much so, that I have had to request the person involved, does not contact me again. In my view, Guerlain have not stood by their Customer satisfaction and nor have I received a product that is as described/advertised-this being as having an intensity of 3/4-as the perfume I received is undetectable on both myself and 3 other ladies after only 30 minutes. I feel completely let down and duped by the Brand and product I have received. Apparently there’s nothing that can be done until my returned perfume has been analysed-what this entails and by whom has not been answered although as a Customer, it appears I cannot win-if the analysis states no issue found, I’m stuck with a scent that cost £369, yet only lasts 30 minutes and if the analysis detects an issue-how could it have passed QC. I wish I had read these reviews prior to my Parents placing a special order for my Birthday. This will be our one and only purchase from Guerlain-I will stick with my trusted Brand.

Since posting this review, Guerlain have redeemed themselves. They have added the loyalty points from in-store to my account and liaised with the shop to ensure email offers are honoured whether in-store or online and that my account appears in-store as well as online. Hanaa in customer services London has been particularly helpful. As the range of products I use are excellent, I have amended my rating to reflect this.

Previous review : Although the products are extremely good, their loyalty programme and customer service is terrible. Email offers are not honoured, which is particularly disappointing when it’s your birthday. To be promised a gift and then not given it even though you’ve spent more than the required minimum amount. (Which I am sure is against my Consumer Rights.) Although emails state cohesively that they welcome you either online or in-store, Covent Garden does not recognise any points built up on your account and anything purchased in-store does not earn any points against your account. This makes it impossible to utilise across online and in-store purchases. It’s a real battle with customer services as they don’t respond so you have to repeatedly chase, or they repeatedly ask the customer to jump through hoops for receipts, copy emails, and copy T&Cs… …all of which they should have access to. They are clearly not interested in resolving it. I am considering finding another brand to invest my money in as I usually spend around £400 per month on products and therefore, I want to be valued. Shame on you Guerlain…

In December 2023 I bought Aqua Allegoria Mandarine from Guerlain in John Lewis and paid over £100 but when I tried it when I got home the smell was different and not as strong as the tester also it did not last on the skin more than a few minutes. I tried it again on my friends and again it does not last on their asking more than a minute or two.
I went back to John Lewis, but they refused to return or exchange, and they advised me to contact Guerlain in France. When I contacted France, they messed me with emails until they agreed to exchange it, so they sent a courier who collected the Fragrance I have been waiting 5 months now and all they do is apologise for the delay then they disappeared. I lost the fragrance, and I lost my money. GUERLAIN are CROOKS and I am surprised that John Lewis jeopardises his name with such thieves.

Do not use the Guerlain website. I bought an aqua allégoria refill. The version was 190$ and it was the forte version which had nothing to do with the regular version. Not even the same smell. When I asked for a small bottle since I will have to throw away this one, the company which is supposed to be very prestigious refused! I’m out $190. Will never buy Guerlain again.

Bought a substandard perfume and complained.

Asked to return it which I did.

It’s been a month and no update on replacement.

No replied to email.

They use DPD delivery service who showed a picture of a house 4 houses away from my house as proof of attempted delivery. We required a delivery for Mother's Day on the 10th and although they are in the wrong they will not attempt delivery until the 11th. We have attempted to email them through their confirmation email but even that is blocked. Thanks Gurlain for not making my mothers Mother's Day. Just an update DPD chose to deliver my parcel from Gurlain today and I can see from both the outside of the parcel and the enclosed invoice that Gurlain had not included my house number even though it was on the email purchase confirmation they sent in response to my purchase. Updated 9/3/2024

My Experience with Gerland Product from John Lewis Oxford St.London

Hi everyone,

I wanted to share my experience with a product I bought for £102 from John Lewis, made by Gerland, a brand known for its quality. Sadly, my experience didn't live up to this reputation.

I've been trying to get help with a faulty product for about a month and a half now. Despite reaching out to both John Lewis and Guerlain, I'm still stuck with an item that doesn't work as it should. It's been really frustrating because no one seems to take responsibility for a one and half month.
This isnt about the faulty product.its about the impact this had on me personally.uppon returning the product i was treated with disbelief and dissmissive smiles in front of other customers as made me feel at fault for the mistake that wasnt mine.
My dignity has been compromised and the lack of responsibility from John Lewis and Guerlain has only added to this distress.

I thought it was important to let you all know, especially if you're considering buying something from them. High prices and big names don't always guarantee the best quality. And if something goes wrong, getting it sorted out can be quite a challenge.

I hope sharing my story helps others make informed choices.

Its important for each company to know that behind every transaction , there is a human being deserving of respect and understanding.
Thanks for listening.

Best,
F.Baghdadi

So the diver DPD delivered to other house the perfume from Guerlain, I think he kept it form himself because his photo proof doesn’t match with my house. Guerlain of course they don’t believe me asking me to fill a handwritten DPD statement, more things to do for me the one who paid for everything. Don’t buy nothing from them if they will miss delivery it will be your fault and to take the money back is not worth the time and the headache. NEVER AGAIN

I used to work for Guerlain for serveral years, back in the 2000s when their package design was truly beautiful and oozing with flair,glamour and containers with incorporated gold. Somehow they must have decided to change their product designer because everything became "dull" and boring going into the mainstream field of makeup.
Now they also changed the formula for TERRACOTTA BRONZING POWDER in the name of environmental claims making the powder - which by the way has leading the market since it was first launched - into a matte finish leaving it without no lustre whatsoever - making this powder boring which could be taken for any brand out there on the market.
By the way they also decided to make you pay the same for less amount since the powder content used to be 10 gr and now 8 gr - so LESS CONTENT and POORER QUALITY.
I don't know who is making these kind of decisions in the company but it shure will bring down this once elevated brand into something less desirable.
If you are the head of Guerlain reading this - please consider making this brand something to long for!

I bought the same perfume twice by mistake.
I contacted twice asking to cancel one of the orders. Although they assure on their website that the confirmation is automatic, I did not receive it.
The packages arrived separately, three days apart, so they could easily cancel one of the orders. It's such a pathetic forced treatment combined with bad service and an unpleasant smell of perfume. I will never buy crappy Guerlain perfume again!