Laura Mercier Cosmetics Reviews 76

Happy to take your money and never ship your product. Dishonest customer service.

I placed an order over 3 weeks ago and still have no shipping information.
I’ve contacted them several times just to get a reply from a very rude customer service agent. So disappointed in this company!
DO NOT BUY FROM THEIR WEBSITE!!

Customer Service does not deserve any stars. I returned in December in the original box with the Laura Mercier shipping label provided. I have been following up to get the refund since December 26, 2022. I have been calling customer service every week and been told that your system is being upgraded therefore refund will be processed one it’s back up. At first I patiently waited till January 2, then January 9, January 16th and on. The explanations for the delay I was given by the reps are absurd and ridiculous. When I asked to speak to the Customer Service manager I was told there is too long of a wait or they are not available. This is completely unacceptable and disrespectful to the consumer. To this day, 01/27 I have not received the refund.

I mailed back my returns more than a month ago and still have not received the refund. I contacted them 4 times about this and it has still not resolved. The customer service is a joke. I have been using their products for years but this was my first time buying their products directly from their website. I will stop using them altogether because of their poor customer service. You are better off buying their products from Sephora and department stores.

I wish I could give a negative. I only use her products. Always brought at a counter. Decided to order online . BIG mistake. I order about $350 in products 2 orders. Tried the setting spray a big mess sent it back 2 months ago and still no refund. I never return anything but the bottle was leaking and did not spray just leaked everywhere.

I was told 3-5 days to ship. It has now been 10 days and nothing has shipped. I can't get anyone to respond to me via email. This is horrible service for a higher end makeup brand. I'll request a refund from my credit card company.

I would give them 0 star, i ordered on 27 december, an emailed them
5th times to get the tracking number but they never responded back, then i called to customer service they said they will ship it as soon as possible , again no tracking number i called them after 5 days they said same thing, so it happen third times , and than they said it was lost so they will send replacement , so I didn’t receive anything yet , very very poor customer service,

If I could give them 0 stars, I would. I ordered products during Black Friday and still have not received my order, nearly 2 months later. I have called and emailed them many times, but their excuse as to not filling my order or even looking it up is because their “system is down.” Completely unacceptable.

I love the products, I purchased a powder on sale during Black Friday. I received an email that the item shipped on 12/1 I never received the powder a month later, and I’ve emailed over five times without receiving any response. The website is down and after looking at their Instagram messages in the comment section and seeing the comments here I see that it’s a problem all around. It looks like they are revamping the website and completely not tending to shipping out orders placed over the last 5 to 6 weeks or responding to any other customers. Seems very confusing and concerning. I will call my credit card company this week to get a refund for the powder that I never received.

I can not believe the customer service is this bad. Unreal. I ordered a concealer on 11/25 at a discount on black friday, got an email it shipped on 11/26, it arrived damaged on 12/7. It is Dec 27th and no one will answer me regarding this. I want this replaced at the same price and they say you can only do a return and repurchase online so I am trying to speak to someone to ask how do I get it for the same original price paid if I do that. First their whole site was down for weeks while they revamped it, then when it was up they said they couldn't look up past orders. This is absolutely the WORST service ever.

Over the years I have had numerous issues with LM compacts breaking and then not closing properly and have NEVER once gotten help with that even after sending them five pictures of five different LM items I had at the time that had to be either removed from their compacts due to the compact breaking or that had to be held shut with a rubber band. I continued to purchase the concealer for years later because it is that good. Not only has the lid always broken still to this day, now a new one arrived with the actual concealer itself broken in pieces.

This company should be investigated.

I would give them 0 stars if I could. Be wary of ordering directly from the Laura Mercier website. My order took 1 month to arrive. Tracking information was scant at best. When the items arrived, they were not a good match for my skin tone and I wanted to return the items. They claim on their website that returns are easy to do. Tried to contact customer service and have received no response. If you’re interested in their products, you’re much better off ordering from Sephora or Ulta.

They have turned into a sketcy company. Email says your order is shipped but no tracking. I've called twice and chatted on website twice. No resolution. Now their website is down and their customer service line does not take calls. They sent me an email requesting a review. Response back was my review did not meet their guidelines. Cause I couldn't give them a positive review on the order they never sent??? Wonder how much $$$ they are making from people who lose track of orders or don't bother disputing their credit card.

Same problem as Shayna!

They took my $ but no products received or tracking.

I ordered on Black Friday 11/25/22. They emailed me rather quickly that my order had shipped and I’d receive it on 11/30. I figured that was quick, but lucky me. The tracking link they provided me (through FedEx) did not work initially and I thought ok, I’ll try after 24 hours. Well it’s now 12/9 and I still have no working tracking information, my order now says it’s awaiting carrier pickup, but the customer service assures me that it has shipped despite all of this. They also already charged me for my order, despite me having no reliable information to track on and still having not received the order. When I asked for a refund the other day, they said I had to wait until it had been 10 business days. I feel like I got ripped off or scammed or something, and dealing with customer service has been such a pain. I would not recommend direct website order ever.

I love the makeup and normally buy through Sephora but they didn’t the color I wanted. I have tried for days to order through the site but the pay pal link won’t work and their chat function doesn’t either. Extremely difficult and disappointing.

Terrible! Twice received the incorrect product. In person customer service is terrible. No one will listen the the customer. Will not shop here again!

don't try to ask a question about their product, they have employees who will either lie or have zero product info, it is shocking how bad the customer service is

Worst customer service I have received in a very long time

After using Chanel make-up for a long time I decided to try Laura Mercier. I wasn't disappointed and love the eyeshadow the most as it lasts all day without retouching. Will certainly purchase more products and certainly recommend.

Bad customer service! I called and asked why they didn’t send me some examples the website said I was going to get with my purchase. The connection on the phone was really bad and I was told that I won’t get anything this time, but maybe with my next purchase.