La Roche-Posay Reviews 

I was mortified to come here and read the reviews of LRP after I'd made a big order on their website and it was running a bit late. To be honest, I made peace with the fact that I might never get my order or my money back - lesson learned. The reviews on Facebook are also shocking - I couldn't find reassurance anywhere. Gutted.

... Which is why I'm leaving this review.

My order was marked 'shipped' after 5-6 days and arrived the day after. Everything was there, including the samples and free gifts. The products are lovely and given the offers, a bargain. I'm pretty happy and wouldn't hesitate to order more. I wonder whether they had staffing mishaps during the pandemic, who knows?

Wanted to reassure anyone who's ordered from LRP that clearly it isn't always a disaster. My experience was good!

Received parcel today to find half my order missing. Studying the delivery note the missing item wasn't listed as shipped although it was listed on the email and full payment had been taken. I had to ring customer services to query what was happening. Whether the rest of my order was yet to come or for the refund due. I was told it could take 5 working days for a refund to be processed. If not, I would have to chase further. Also the phone rep advised me to purchase the item I didn't receive from elsewhere ie: on the highstreet. Huh?! I would if I had the time. Instead, I'm wasting it on the phone chasing a refund!! Later in the day I recieved the refund email. Makes me wonder if I would of, If I had not called customer services.

Worst Customer service ever!
last order had missing products, then I wanted to give them a second change, ordered again, and this time broken pump of a cleanser, had to send it back, paid myself shipping fees, didnt hear back from them until 3 weeks after and that was when I received a refund, but they didnt bother to send me back a new bottle to replace the broken... just really bad experience, not going to use the products anymore I guess...

Love all their products. Only thing that has helped reduce acne and red marks on my face. I have tried so much different product and I would not use anything else right now. I would recommend!! 😊

Appalling!!!! Avoid this company. I didn’t receive my product and two weeks on, I am still awaiting a refund. The Brand Ambassadors can’t help and tell you to email your concerns. Nobody replies. I’m angry and frustrated. How can an online retailer be so bad?

They sent me the wrong product, and when I queried them about it they were not willing to help me until I threatened to write a bad review, but they wanted the delivery note which I obviously threw a way as they were not willing to help me resolve this. Wish I would of looked at the reviews as it seems others have had issues with their customer service. will not be ordering again or recommending them to anyone.

Not even deserved 1 star at all i wish…
Not even deserved 1 star at all i wish i read the reviews here first before i placed my order LRP2544653 still not dispatch . I sent them emails many time and messages on facebook page and no luck . No wonder when someone ask on thr facebook page where the buy thr stuff they attached look fantastic instead thr own company site... so frustrating how you deal to your customer so so unreliable never again if i could cancel it right now i would and buy somewhere else AVOID THS COMPANY PEOPLE UNLESS YOU LIKE WASTING YOUR TIME

They produce fantastic products. I use their Cleansing Gel and Clarifying Lotion on a daily basis, and it has changed my skin. I always feel clean when I use their products.

They promote the agenda that their products are suitable for sensitive skin, but use parfum / fragrance in their products. Why would someone with sensitive skin want to put fragrance on their face? Don't claim to be suitable for sensitive skin if you're going to add fragrance.

The products I received were great and I've been using la Roche posay for a long time now, typically purchasing from shoppers drug mart. I ordered from the website and the delivery took so long. When I finally received my products I noticed the $58 value sample pack that came with it was missing the majority of the samples it claimed to have. Instead I got a bunch of cheaper lower end samples I didn't even want. When I contacted the company about it they said that they ran out of stock so gave different samples. Why is it then, that the exact same sample pack was still being offered on their site???? That is straight up false advertising. It makes me very upset. Enough to switch over to another brand. La Roche Posay, you have lost a customer you've had for YEARS. Hope you realize that good customer service is a must to retain people's business. If a huge company treats me poorly I tend to not want to give them my hard earned money.

The brand itself has A+ products. It is therefore tragic that the shipping experience and tight refund/exchange policy overshadows it. I received an item in the mail that was completely broken with glass shattered all over the shipping box. The product was everywhere and when I spoke with customer service, they said they could not re-send the item. There was no explanation as to WHY they could not re-send an item that was shipped out without quality check. They need to revise these 19th century guidelines and get up to date with better customer service.

Buying directly from their website, is NOT advisable! This is the second time l've bought foundation, & received the wrong shade! I rang customer service, who advised, to send it back, which l did 2nd class signed for, l also emailed a photograph of the product, invoice & postage receipt. Two weeks later, no exchange, refund, or communication, so l rang again, they apologised & said they'd sort it out after l said l was writing to their CEO. I received a refund the following day, but not the product l'd ordered. You don't always receive the free samples they offer either, even when you've confirmed your choice.

Worst company to deal with. I ordered a eye product on black Friday. It took ages to arrive and found out they sent me the wrong product. I contacted the customer service and told them the issue and they told me they will call me back. But they never after waited for 1 week, I called them again and this time they told me I have to go to the post office to send them back the wrong product and once they received they will sent me the right one. Excuses me you guys sent me the wrong product its not my fault why I have to take all the hassle and money to pay for your mistake. Never again. This company is a absolutely nightmare. Waste my time and my money. I have a busy schedule I don't have the time to go to the post office and send you the wrong product that you sent it to me.

To start with I had an issue with my order payment not going through due to PayPal failing half way through. Sent an email and Facebook message to them and got a response about it not going through. I then did it again the next day and it went through.

After 3 days it still said my order was being processed... I started to panic at all the other reviews I had seen, I had ordered as well some of there products from Superdrug and they had arrived yet still nothing on there website about my order. I sent another email and they said it will be sent out within 5days... a long time to wait just for it to be sent then another 3days to receive it in the post.

Upon receiving it I had all of my items I had ordered along with my samples all lovely wrapped in the box. Customer service was spot on and got back to me within the same day

Terrible service and website, I’m still waiting my refund, I bought 2 expensive products and arrived only one, also took ages to arrive....if you want to buy it, don’t buy from their website doesn’t work at all, they don’t answer calls or emails ...

Ordered products for my Granddaughters as part of their Christmas list but I never received them.After over one hour on the telephone to customer ( definitely not service ) I was told to reorder but that I would not get the Black Friday Price I would have to pay the full price. They simply do not care about customer’s experience with their attitude

Purchased some products for my wife in Black Friday sales. Good deal on products I know are good. A week later the money was refunded with no explanation and the order stated as "Not Shipped". I had to call La Roche-Posay for an explanation (no email confirmation or anything was sent before this) and they said that the order was not fulfilled and the money refunded. They said i would have to re-order but by that point the sale had ended and products gone back up to full price. They said they could not honor the sale price if I were to reorder and would have to pay full price. The man I spoke to was nice and polite, but the fact that they could not even give me a discount code or promo code for the inconvenience is a complete joke. Safe to say I will be buying from Boots from now on.

This is without doubt the worst customer service I have ever encountered. I have spent thousands of pounds with them over many years but needed to complain as the dropper on one of my serums didn't work and it leaked out a lot of the product. They made me take photos, vidoes, receipts, measure whats in the bottle etc etc. They never got back to me, then they said they couldn't open simple image files etc. Obviously, they don't care about their customers. I will keep pursuing this on moral grounds but never buying any of their products again.

Please don't bother with La Roche-Posay - online at least.
My daughter uses their products for her acne, so I thought I'd buy some for her when the UK website had a sale on. Oh My Goodness, what a hassle!!

Let's start with:

- The order never arrived.
- The website stated that my order had shipped, but not by which delivery method.
- The "track your order" links on the website didn't go anywhere.
- Spent 25 minutes on hold (only 4 in the queue) to be told that, yes my order had shipped but that she couldn't track it.
- THEN I was told that my order had been cancelled. Funny that... from shipped to cancelled in the space of 5 minutes...
- Then I was told that Paypal only took payment when the order shipped.
- Then I was told that Paypal would take 30 days to refund me.

Basically, a catastrophic failure of customer service from start to finish. No ability to speak to a manager, no offer to make it right. So far, I'm £35 out of pocket and will now have to go through Paypal to get my money back.

AVOID!!!!

Terrible customer service & they do don’t give the free gifts that they promote.