La Mer – Coupons, Promo Codes & Special Offers (18)

I placed an order recently at La Mer's website, the products shipped out within one day after I purchased them. However, the package was damaged before it gets to me and had been sent back to the seller. (It stated on the Tracking page, I never received the package.) Then I requested for reshipment, guess what, nothing has been shipped out after three days. In the meantime, when I contacted customer service, they kept telling me the package has been prepared for shipping; but when I got tired of this and asked for a refund the last time, the lady said yes soon enough after she checked the order status, which means the " has been prepared for shipment" thing is a lie! I don't understand why the package could be shipped out one day after I made the purchase at the beginning, but when I requested for reshipment(which they offered), nothing has been shipped out after three days. The package got damaged in the middle of the transfer and has been sent back to them; I didn't even see it, but they made me feel like that's my fault, otherwise, I can't think of any reason they are not reshipping the package. If the products I ordered are on backorder, I think I deserve an email of notification as well. After all this, I sent an email to their complaint department yesterday, I don't get any reply today, which I understand since today is Saturday. However, when I tried to get on my La Mer account to check my order, to see if it is in return/refund status, guess what, I found out my account got canceled, it was gone! Wow, I was so impressed and amazed that how they take care of the complaints and the customer!

Original: It's the first time that I've used the company, and my girlfriend has always been happy with this brand. The reason I rated it 3 stars, is because of the poor marketing of the product. I ordered a package to be sent directly to my girlfriend's house in US, and there was no option to add wrap/designate as a gift, the products came in a box tightly packed, and almost caused spillage. For such an expensive/good quality brand, they should put more time into the small things of how the delivered package should look like. Edit 1: I appreciate how the Company values their customers, and my original review above was genuinely valued. After the first poor experience, CremeDelaMer reached out to me and they have worked out a solution by sending me a new package. They put in a lot of effort to make it up for the poor experience. However, the new package still came in a "less than" desired fashion, with no gift wrapping, or a birthday card (given that it was my girlfriend's birthday) or any bubble wrap to keep the items safe. This 5 star review is posted to recognise the company's efforts to making things right. I wish the company will go above and beyond to tailor to the customer's needs, in order to create a unique experience (depending on the special occasion). This is more than just a product, it is an experience (love and care - skin care)

7 days after purchase, no shipping confirmation, order doesn't even appear on my account... support phone number is FAKE, call goes to an Airport in Germany... No one replies to support emails. Fraudulent company beware! Order placed on the EU website