La Roche-Posay Reviews 

Having to fight to gain a refund for a product returned weeks ago!!

The customer service of this company is some of the worst I have experienced.

Avoid directly!

I guess I should’ve read the reviews on here first. I am encountering the same issue that other people seem to have had, I ordered a few products and one of them wasn’t delivered. I immediately called La Roche Posay’s customer service and was told that I should wait to receive a refund, since the product wasn’t on stock. I found that reasonably fair and waited a couple of days. No refund was received. I contacted them again and a very polite lady advised me to email her the screenshot of my bank statement demonstrating that I had paid the full amount. I did as told only to more than a week later, receive an email from her stating that I had indeed received the item. It’s hard to believe that I am going to have to prove that I haven’t received something! I have never had so much of a hassle to get a refund for a product I did not receive, I’m utterly disappointed. You would think that a brand such as La Roche Posay would treat its customers better than that!

I am still waiting for a refund 23 days and counting. I can only contact the company via Facebook messenger and Twitter and still no resolution. Don't buy direct would be my advice. I've been purchasing online for years and have never had this problem before.

I've been using La Roche Posay products for years. Recently I decided to try their sunscreen for the first time and the experience has been an array of disappointments. First the product was not delivered, multiple emails I sent remained unanswered. Calling the Customer Service number I was hung up on, treated rudely and not offered any favorable alternatives that would do right to the consumer, and rather seemed to be convenient for them. After many condescending interactions they sent me a replacement product (hardly worth all the previous trouble) just to find out they are sending me the wrong product!!!! After this dreadful experience I doubt I'll be inclined to buy any of their products. Customer Satisfaction IS NOT La Roche Posay's priority.

AVOID AVOID AVOID! Extremely disappointed with the service received! Numerous emails and Facebook messages and every one being ignored! Still owed money from this company! If only I had read reviews first. Legal advice will be sought to get what is owed

Well it’s 40 days since I placed my order and I still haven’t received it, the customer service is non existent, you just can’t get in touch wether it’s through phone or email which I think is so wrong!
Although Someone replied to me on Instagram with an automated message saying it’s taking 7-10 working days to ship orders ... but here we are over a month later so it didn't help, they have also read my follow up messages but chosen to ignore me! I never write negative reviews as I always give the benefit of the doubt but at this point I think it’s so so wrong and unfair as they clearly don’t care! Please avoid buying direct!

The best products ever for sensitive skins

** update**
They have admitted they are wrong and are going to refund me by cheque which will take
Around 3 weeks to arrive 🤣
Don’t worry about my safety during COVID and having to go out to cash it in. Quick enough to take your money but it will have been around 5months to get it back. £19.50 is all I’m asking for!!
Avoid them. Part of L’Oréal, a huge company and they are sending a cheque 🤣 unbelievable!!

Ok this isn’t short but if you suffer from insomnia read on as it will send you to sleep in seconds. I ordered a product from this company at the end of April. I didn’t go direct I bought from Boots. The product I had has a faulty dispenser. I contacted la Roche-Posey directly who asked me to send some pictures etc of the faulty product. I did this and from then until today(3 months later) it had been a nightmare. I was asked 3 times for the information even though they already had it. I was then asked to send the faulty item back providing my own packaging and bubble wrap. It was free post though so hurrah for that! I did this 2 weeks ago, took a pic of the Receipt from the post office and sent it to them via email. They acknowledged this and said they couldn’t send me out a new product but would refund me within 14 days of them receiving the faulty item back....So today 14 days later I have had an email today asking me to send the product back and they will send me a replacement. I feel like hitting my head against a brick wall. This is by far the worst customer service I have ever had. If there was an award for this I would gladly deliver it to them.
As for the product?? I can’t say if it was good or bad. I could never get it out of the bottle.
It cost £19.50 and I feel I have been treated as though I am claiming back for a pallet full of damaged stock and not one item.
Honestly I would not recommend this company at all.
All I want is my money back or a product I can get out of the bottle.
I won’t let it go. It’s the principle now. I will be all over social media until I get my £18.00 back.

Best to buy your product from one of their Stockists rather than direct. Don’t believe the delivery timings on their web site .... it took around 3 weeks for delivery. Customer service is non existent, although I did get a reply from them via Twitter (but the reply wasn’t useful).

20 days waiting,I placed my order on June 22 in the US site, i sent 3 mails i have spoken with 3 different people and just don't care, the order have been on the warehouse for more that 10 days. So they day the delay due to Covid 19 is 3-5 days, it is just an excuse ti justified their mess. I wish i have read the review before ordered. Now that i decided to cancel because it has been almost 20 days they said that have to check with the warehouse, I ask about a compensation for the time i have spend making the phone calls, waiting to be answer and writing the email...and they offer me a 15% on my next order. I wont be so stupid to order again from them. DO NOT BUY IT ONLINE. In fact now don't even want to use the product, if the quality is like the service it is not wort. Now i understood why there is not review on the website.

Extremely poor notification service to let you know whether you parcel has been shipped. I reordered the product elsewhere and requested for my order to be cancelled. NO RESPONSE. The money for the order went back into my account, then I got a random email advising the order had shipped and the money was again debited from me. I have since emailed 4 times with no response and there is no other way to return the product other than to contact them. Very very poor service, would highly recommend not purchasing from this website!!!

Staff on furlough so order took longer than longer to arrive. Managed to get hold of customer service who sent the products out next day but didn’t come with the free gift I was told I would get. Would order again but possibly wait until the pandemic is over.

Useless customer service
No one ever replies to a message /email
Telephone number cuts you off
Order was 2 weeks late
No return address on box or returns letter
So Google's it and now conveniently have sent to the wrong address even though just a different department and one got to now arrange a pick up of that parcel and send to correct address
Will never use again ... using the current situation as an excuse for awful service is just disgusting

BEWARE before you order, Goods were available at check out but when the goods eventually arrived a lot later than promised the cover note stated 2 products were missing so they knew this prior to sending but still took the full amount of £94 regardless. Tried to contact them by phone and you just get an automated service and then due to high call volumes it just cuts you off. I have emailed them on 3 separate occasions and they just ignore all communications. Don’t rely on the free gift either as that didn’t arrive. No refund as yet, what an unprofessional set up, such a shame as overall the products are excellent but I will never order from them direct again!!!!

Ordered on the 21st June, all emails ignored, called the 'urgent matters' contact number which hangs up due to 'high call volume' (doesn't matter what time of day you call) Absolutely appalling customer service, you can't take an order and then simply go underground??

I ordered on the 23rd of June, never received the order. It is not possible to leave you an email or to call you and your online form does not work either. La Roche Posay, I will get advice from the Trading Service agency. The money has been debited from my account and you need to deliver my order or refund me.

I don’t get it... they close company or what? Why this website is still working, should be banned. No message about order nothing.
L’Oréal don’t care about costumers.
Never buy it again!

Do not order!! Absolutely appalling customer service. I’m in the UK and ordered from their UK site. They literally just do not care. My order took 2 weeks to arrive despite advising 3-5 working days. LRP completely ignored my email, Facebook message and website enquiry chasing this. I tried to call their customer service phone number and it gives an automated message directing you to their (useless) website then hangs up! When my order did finally arrive, it was missing the free item from an offer they currently have on. I messaged their Facebook to let them know and to tell them this was the only reason I ordered from them rather than getting their items from a cheaper site; again, they didn’t give a damn. Just told me that samples are not always available. This is not stated anywhere and the free item was in my basket when I checked out. Save yourself the stress and don’t order directly from this absolute joke of a company!! Check out their Facebook page and other reviews on here for multiple similar stories.

I have still not received my order which was placed on 19th June! I have tried to ask for an update using the Contact us option on their website, but so far nobody has responded to my queries! Worst customer service ever ! I will never ever order from them again!

Sent them 3 emails already about missing items in my order. Still haven't received a reply from them, no refund nothing. Disgraceful from such a big company.