Guerlain Reviews 242

It is so disappointing to discover my favourite fragrance is available again only to hear Guerlain will not ship it to the UK as it is no longer available here. Why a bottle cannot be filled and shipped is beyond me, even with Brexit, other companies manage it. Very poor customer service from an old established luxury brand, I would expect better. I have spent a lot of money on their fragrances for many years and makeup, I cannot travel to Paris and I'm happy to pay for shipping and duties, I honestly cannot see why they are so unwilling to help, this ' exclusivity' is a very bad idea!

I am extremely disappointed. I ordered a primer L'or, price 56£. I received empty parcel. Unbelievable but it was the fact. I contacted with the customer service and communication at the beginning was good but now they are quiet. I asked for the refund and I'm waiting almost 3 weeks and I did not receive any money. They also not answering to my emails. I think I lost the money. Very very poor. I would never expect that from such a famous company.

Incredibly rude at the Covent Garden store.
One man in the store thinks he’s royalty and will give dirty looks if you do not purchase a perfume.

I was going to buy one but decided to spend my money elsewhere

UK Customer service do their best for you but you are dealing with a French company who, on the whole doesn't care about its customer base....bought some perfume £89 for Xmas for my wife, didn't smell of anything so tried to get a refund. 4 Months later, courtesy of a very helpful UK agent I was eventually offered a replacement. Would never buy from them again, too stressful...

AWFUL experience! I won’t order from them again. After having an allergic reaction from a guerlain product I rang them. I had to answer lot of ridiculous questions then I was told it would take a few weeks for them to make a decision. Somebody eventually got back to me and said I could choose a replacement. That was January, we’re now March 27th and still my replacement item hasn’t been sent. I’ve rang twice both times told they would ring me back and didn’t and my emails are now being ignored. I’ve sent the item back to them that I had a allergic reaction to. I’ve done my bit, it’s the worst customer service ever, I don’t know how they are still running a higher end company with such awful customer service and show a complete lack of care for there customers. Looking at the other reviews I’m not alone

I bought a lipstick refill in Covent Garden Guerlain store and was overcharged. They admitted the overcharge and after 2 months eventually sent me 2 free samples. 25% overcharge and various emails which were highly unsatisfactory. I asked for the overcharge refund and got no further response. I was a big user of Guerlain I will never buy it again.

I have tried to order SDV twice now and this is the second time they canceled my order two weeks after confirmation. This item says in stock but they emailed me days ago saying my order was canceled because the item is out of stock. Emailed customer service to no response whatsoever. At $300+ for a fragrance this is the worst way to treat customers. Luckily I found a decent fragrance dupe for a fraction of the cost. Still upset at the lack of accountability by Guerlain US.

Worst Customer Service ever!!

The Price for the L'Art Collection is 295 Euros. No problem if you can expect great Service in my opinion. Unfortunately not with Guerlain. They forgot something with my order and after contacting them i was treated like an criminal. Also if you ask for an 50 Cent sample of one of the fragrances they tell you they are not allowed to do so. But when you order you get an sample of Anquelice Noire. I already own that so i want an different sample. No, its not allowed to send samples.
Ok if so, why send this one? Thats allowed or isnt it? I dont know. You want to know? Nobody will tell you.
They lost a customer.

I placed an order about only one perfume on Guerlain's website but Guerlain has charged me for two perfumes' money and the charges has already processed on my credit card. I contacted Guerlain's customer service but received no reply. I am very disappointed about Guerlain and I don't want to buy their products any more.

They are a brand in quality & financial crisis not to be trusted again. Spending an extra £100 for a top-of-range special, personalised, engraved bottle of perfume & extras, gift wrapped to open by my wife on Xmas day. Fortunately I looked before this to see the wrong bottle and “For my Wife, Angela” - not MY wife. I instantly informed customer services in Paris who treated me like dodgy car salesmen passing me pilkar-to-post, getting nowhere. They didn’t offer to replace OR refund, as per UK law. They did send me emails asking me to buy again, with guaranteed delivery before Xmas. They did have time to collect the faulty bottle from me, to send it on to “Angela” in time for Xmas day. They only offered to refund after I invoked a Section75 complain with my credit card company, I had to do this a second time to actually get the money back weeks after Xmas. Thanks to the appalling services of Guerlain, my wife had no present to unwrap on Xmas Day!!! Weeks later they sent a “freebie” but no enclosed apology. The freebie was something we didn’t want & wouldn’t have ordered, merely self advertising for themselves. A truly appalling company to deal with, a company to be spoken about for the wrong reasons.

Truly awful. Forgot to process my order and when I called they did then do it but sent me a bottle which was inscribed to someone else. Opened by my wife on Xmas day and to huge disappointment. A brand like this needs to be better. Much better.

Aqua Allegoria perfume is sublime. BUT design and customer service abysmal.

I dropped my bottle of perfume and the atomiser is broken. I tried to open the bottle to either repair the pump spray or decant the perfume, but the bottle is sealed. I wrote to customer services last week, asking for advice.. and to let them know of the design fault ( I’m not tall and the floor was carpeted!!) I have heard nothing.

Quality and Designs are best, it gives a pride look. But Expensive.

Actually, I do like this brand when it goes about perfumes. But the serum which I wanted to buy is too expensive fo rme.

They shipped my order to the wrong address and customer service didn’t care at all if I receive my order. The status of the carrier never updated and the wanted me to sign that I never received the item. Days later I received it, it was shipped to a different person who used my product. Customer service didn’t want to exchange the product because it was “used” even though it wasn’t me. Had PayPal help me, because they couldn’t see their fault at ALL.

Personalised Mon Guerlain for birthday present
I have to say I was so excited to find the perfect gift for my mother's birthday. It was the worst decision and customer service ever. Almost a month later and after contacting customer service(who were useless) I have not received it.So I had to find another present at last minute and still patiently wait for this one to show up and then I find that they have given me a refund with no explanation! I mean I told my mum I had a special second gif now what ? for such a reputable company this is the worst service, 1 star is being nice and I was so patient, for what ? not even an apology email ?

My favorite decorative cosmetics brand ever!!! Very high recommendation on products of beauty as well as the creams for face and eyes

Abeille Royale mask and the eye cream are my happy mood booster and energized feeling. Truly great French products from one and only brand !

Ordered over 400 dollars of perfume, cosmetics, and rhinestone lipstick case for my wife for Christmas 2020. Package arrived with lipstick (30 dollars) not included and rhinestone case missing stones and seemingly broken (wouldn't stay closed). Called customer service and they treated me like a criminal, saying i had to prove the items were missing and broken. Then they wanted to talk to the shipping company. i sent a photo of the case w rhinestones missing (which is different than that is advertised on their site none are missing there) but cannot take a photo of an item not sent! i asked for the lipstick to be sent and a replacement for the rhinestone case. no reply or resolution from them for many days still. i have asked for a shipping label to return all the items for a refund, no reply. really poor customer service. i will have to dispute the charges on my cc because they are non responsive. they lost a 400 plus order and a customer forever over a 30 dollar lipstick they didnt bother to send or fix! beware when ordering directly from Guerlain US.

The worse FRANCE COMPANY ever! I purchased a Guerlain toner and they sent me the wrong product. Guerlain wont’ send me the toner if they don’t receive first the wrong item so I decided to get a refund instead but they won’t sent me a pre-paid label to return their product. These actions tells me I’m dealing with an VERY UNPROFESSIONAL COMPANY and I’m not use to this kind of treatment. DO NOT TRUST THIS COMPANY!