Guerlain Reviews 242

I've purchased a multitude of times from Guerlain but I will not be back. My last two purchases an item has been missing from my shipment and it takes WEEKS of badgering the company to hear back about being credited (this is after providing all their documentation requested). Easily one of the worst retailers I've dealt with.

Guerlain is the worst company I've ever had to deal with. I created an order by mistake and tried to cancel it less than 24 hours and still shipped my order. They are so far have the worst customer service. They will not cover any return label. I will not ever order from them. Their website is very confusing. They do not have a general terms and conditions for US. Only FAQs.

Horrible. I ordered twice, 1st time last year and second time 2 days ago. All orders cancelled. The money came back, but it is just frustrating, so many people experience this and nothing is fixed. You also cannot pay with card from abroad, so you are stuck with paypal payment which doesn’t work. I know other companies who resolved similar situations, but having this and being part of the giant corporation is just not serious. You don’t adress the issue with the customer.
Really, what is the point of your online store? UK website, yes, I have UK address.

I was initially in contact with Guerlain’s customer service over the phone on the 02/10/2023 when I enquired about a missing item and was told by the customer service adviser that she could see that the item was showing on the original order but wasn’t shipped. I was advised to reply to her email directly by sending a picture of the invoice and of the received items to rectify the mistake from their side. Fast forward to the 10/10/2023 I emailed the customer service, tried to contact the company via Facebook, Instagram and Twitter and no one had the courtesy of replying to any of my messages. I am just simply appalled with the poor experience and process of how Guerlain chooses to ignore their clients once a sale is made. Definitely not recommending acquiring anything from this company in case your order is incorrect.

My order was cancelled with no reason. My made the payment thru Paypal now I am waiting for the refund. I ordered before , but with these cancellation with no reason they lost a costumer .

I placed an order online, it was cancelled without any reason given. Customer service did not respond to my emails. When asked to write a review I shared my experience. They did not publish my review, I changed it, but they still did not accept it. Only good reviews allowed.

Bottle of Shalimar became defective halfway through use when the atomiser pump stopped working so half a bottle left. I went through the whole convoluted process of returning the bottle via Customer Services and waiting weeks to have it confirmed that indeed the bottle was faulty (I could have told you that & saved all the time!!) and I was going to be issued a replacment. Some weeks later still no bottle and then was informed by Customer Service that they had never received my package, despite telling me in writing that they had and a replacement was being dispatched! Luckily I still had proof of postage and then was told that my replacement was going to be shipped by Monday (11 Sept). STILL NO BOTTLE! And this whole saga began on 14 June!! And now I'm being ignored by Customer Service when I email for an update. Shocking company - they should be ashamed of themselves. Really tempted to pay to take them to the Small Claims Court!

Bought a product that is defective now no responsibility from the store or directly from Guerlain.
Very poor service no customer satisficatiom at all.
Never buy these products again.

I purchased a fragrance from Guerlain for my wife's birthday, and it turned out to be a major letdown. The scent inexplicably disappears after only two hours, which is a stark contrast to other fragrances on the market.

I reached out to customer service with hopes of finding a resolution. However, to my disappointment, their apologies sounded insincere and lacked genuine concern. I had thought that perhaps the perfume of the same scent would have been a solution.

Guerlain's policies are disappointing. Trying the product in-person before buying is rarely possible since the brand mostly operates online. They also refuse to exchange products, even if you're dissatisfied. To add insult to injury, despite paying a premium price, customers are required to cover the shipping and handling costs for returns without any exceptions.

Overall, my experience with Guerlain has been underwhelming. The lack of genuine customer support, coupled with their unfavorable policies, leaves much to be desired. I believe customers should not have to take a gamble with their purchases and receive subpar support. With countless other high-quality brands that offer superior customer service, there is no need to continue with Guerlain.

Ordered item and got an order confirmation.. a week later, and nothing received.. emailed customer support and had no reply.. emailed another 2 times and still no reply to where is my stuff.. finally got a note from a carrier to say they'd received am item for me.. and only when that had been delivered did I get a confirmation of despatch from guerlain.. to this day I have still not had a reply from customer support.. Great product but they're completely let down by their service.. had my review moderated and removed by guerlain twice for no reason.. !!

Items has not arrived/order cancelled
Disappointed-waited for items to arrive, order cancelled by Guerlain. I have used Paypal service and money has left my account, but I haven’t been charged by Guerlain. Now still waiting for PayPal to refund my money… This is what I have received - without any explanation why my order has been cancelled: Dear Client, You have recently placed an order on our online boutique guerlain.com. However, we are very sorry to inform you that this order has been cancelled. Please rest assured that your card has not debited. We thank your for your understanding and hope to keep your trust in our Maison. We remain at your disposal for any information you may need. Yours faithfully, Guerlain Client Service.

Couldn’t post review has been moderated on GUERLAIN website…

Customer service was great. They totally understood the problem and dealt with it accordingly. I will be ordering again without hesitation. Totally recommend.

Customer service is abysmal. I ordered a gift and paid for overnight shipping and the order did not ship out until 6 days later. Normal shipping is free yet they still charged $20 for overnight shipping. The website very clearly states that orders process the next day. I ordered on a Thursday. They shipped it out on a Tuesday and said they were behind in processing. I spoke with someone who apologized and said they have had several other complaints over the exact same issue. She also said they need to change their website to better reflect processing times. This was a gift that arrived 5 days late. After numerous back and forth emails I am having to dispute with my credit card company who agreed this is disputable. Terrible customer care.

The scent (Aqua Allegoria Bergamote Calabria) is beautiful and I always get compliments when I wear this.
However. The website states the bottles are refillable. They are not.
I bought the 75ml a while ago and recently bought the refill. I tried to refill the almost empty bottle but have only succeeded in shredding the skin on my index finger, ruining my bottle, thus rendering it and my refill useless.
I spent £216 in total and now can't use either item and I've hurt myself in the process.

My very first engraved lipstick case that I chose to put name on it was done with interesting "" (this 'quotes' even shown through/during the order and I could not do anything to delete the ""). I thought it was automatically like that by the system. Until weeks after I purchased another one, this time no "" at all. When my order arrived, no "", only my name as the ordered text, I also recognized the better quality of the engraving. My very first one was 1/2 disappear (again, I thought it was supposed to be that way, 1/2 disappear text).

I wanted to have my first one without "" so I planned to order another one (the same exact product) but this time I will make sure if there is no "" and I play with the "" (even go mental with double """" and delete it). My man suggest to wrote an email first about questioning the appearance of the "" on my very first order, before straight ordering the new one, to make peace with the one that's questioning my own existing which is my name with "", quotes.

The customer service told me that my first one with "" was me the one who put it, they don't change any. Well, I will not put my name with "" as it's not an a.k.a or alias name, sighs. I really love Guerlain products, the quality is so amazing, but this experience with the customer service is kinda something for me. I wished I have never contacted them or I cancel my very first personalized order when I see the "" and I cannot do anything to delete it (thought it was automatically done by the system and will not do anything for the final text). I felt wrongly accused by the: you do it by yourself.
[Me: really?]

"Customer" "Service"

Vetyver has been so diluted that one could bathe in it and five minutes later all trace of it will be gone.
TOTAL RIP OFF!

Ordered Guerlain advent calendar for £530...
What to say, there is probably £50 worth of product inside, no spoiler for those with it, but it is basically candles, and perfume samples.
What a waste, it says beauty product and fragrances, but it s candles, perfumes and some silly ceramic objects...

This is a complete rip off.

I ordered a Limited Edition perfume from their UK website. Payment taken through PayPal from my card & I got an email confirming my order. Four days later, whilst other people had received orders made after mine, the payment disappeared.
I contacted Customer Services to be told my order was cancelled but to reorder using a different payment method, insinuating my payment had bounced. When I asked why it had been cancelled & how could I reorder a sold out Limited Edition, I was told the CS officer couldn’t see why it had been cancelled & to ask to be notified when stock came in.

Insult to injury, they emailed me asking for feedback. I gave honest feedback & it has been moderated twice as “not meeting their standards”. Well hey, they didn’t meet mine, hence why I’m publishing here

We went to the Guerlain shop in Passy. Since we could not communicate in French, the older service guy was extremely rude to us, made fun of us and was very very very impolite. It is only thanks to another customer who intervened that we got service. The younger girl named Lea, was fluent in English and gave us super service. I think it is very important for a brand like this to have good service and better trained and humane people to serve. Pair an eccentric old guy who only knows French with a young lively bilingual enthusiastic person.

This is the worst possible brand when it comes to perfumes. Spent £120 only for it to last 2 minutes and then disappear as if I never used any perfume. Save your money or buy Mugler. They also have the most pathetic customer service available