La Roche-Posay Reviews 

I have noticed that there are two trustpilots for La Roche posay, which is strange and I'm wondering if the other one I reviewed was legit! After going back to my first review I did notice the website is in another language and it is unclaimed! This one however has replies from la Roche posay staff, the other does not. So, I am going to leave a second review on this one and I hope I get some acknowledgement.

I placed an order on the 4th of February 2024.
Order no: LRP8164399
I always order the cicaplast repairing baume from the la Roche posay website. With La Roche posay being a global company, you would think
you can't go wrong ordering direct from the actual website can you? I was wrong.
With the baume, I selected three free sample sachets. When the box arrived on the 7th of February ,I opened it, and to my disbelief there were only the three complimentary sachets and not the cicaplast cream that I had paid for.
I contacted customer services on the 7th of February, Cesar the operator sounded like he had just rolled out of bed and he couldn't be bothered to speak. He didn't even apologise for the inconvenience. He said he could not offer me another one for logistics reasons but I could get a refund instead. I didn't like his tone so I hung up and called back again. Nico however was much helpful and apologetic and told me a refund will be issued.

It's been a week now and still no refund. I have purchased the cream from boots so I have spent double the price for one.
I'm not going to harp on about how unacceptable this is ,as mistakes happen, but what is unacceptable is the customer service and how nothing had been done to rectify this. What is unacceptable is that I still haven't received my refund a week later. I made my purchase with PayPal and I will be opening a dispute tomorrow. I will never order from here again. Even if boots is out of stock ,I will wait until they have it in stock

Absolutely love their Serum products! So effective in gettjng rid of scarring and clogged pours - highly recommend.

I signed up for subscription in relation to one of their products and have been trying to unsuccessfully cancel it for the last three months. In theory one should be able to do it online by logging into one's account - but this function does not seem to be working and the subscription stubbornly remains active. I then called their customer service, explained the situation, followed it up with an email and was assured that the problem was solved. However, just few days ago I received an email from La Roche-Posay informing me that my subscription has been reinstated! Upon logging in to my account I can see that the subscription still appears to be active.

Awful Customer service. Called to enquire about a staple product I've bought for years and the person on the other line was totally useless. Didn't have a clue about the product, was unfriendly and very unhelpful. Hung up on me without ending the phonecall. Very rude! I thought La Roche-Posay was supposed to be a very established professional high- end skin care company. Very disappointing. Will now actually look research elsewhere for suitable skin products.

Update: To La Roche-Posay: I'm not sure how to get in touch with you to tell you the details. I have no case number or order number. If you could let me know how to do this then I can share everything.

Unfortunately I now join the long list of people who have had poor customer service from La Roche-Posay. Just like many others, one of the items in my order did not get delivered. There was no explanation as to why, or whether I would receive it later, or whether I would get a refund. I emailed their customer service the same day I received my order and I did actually receive an email back the next day explaining that they couldn’t send me the product and that I would receive a refund in 3-8 working days. 10 working days (and no refund) later, I received another email from customer services saying that my refund will now take up to another 15 working days to process, and if I haven’t received it after that, to contact them again. I therefore opened a dispute case against the company with PayPal to get my refund. I would not recommend ordering from this company directly, and will not be doing so again myself.

Came here to leave a review after not getting my issue resolved for almost two months to find out I am not the only one in this. I have been using LaRoche for a while now and have nothing bad to say about the products, but when it comes to customer assistance for online orders, that is a different story.

I made an order two months ago, I was missing a product in the order but there was no information about it, whether it will be sent out separately or the lack of it in the warehouse, absolutely no info, almost like I did not order it. I got in contact with them, and they said because I paid with Paypal, they have a policy of 30 days to refund. Almost two months later, no refund, and customer assistance are irresponsive.

Save yourself the trouble and go to the store and buy, online service is horrendous.

I am a regular customer. I contacted customer care about a product I had purchased from a well known pharmacy. The product was unsuitable. Cost me nearly £20. I sent all the required information etc and have had no response back. That was back in May. Really poor customer care and it has put me off the company.

All my order came and fast, this time had a good experience with them. I haven’t got the confirmation to my order though

The worst online shopping experience ever: my order got lost. La Roche-Posay's customer service advised me to get in touch with DPD to sort it out. However, DPD informed me that I should contact La Roche-Posay instead, as they haven't received my parcel. It's a vicious circle. Despite paying for next day delivery, it has been a week, and I still haven't received my order or my money back.
I was also assured by La Roche-Posay's customer service that I would receive a resolution from their investigation team within two working days. However, it's evident that I haven't received any response at all.

I ordered 2 products, about 20£ each 42£ in total. The order was despatched partially only 1 came and in the invoice letter it shows one product wasn’t despatched but there is no mention if it will be sent later or refunded. Impossible to reach customer service I tried twice with the form on the site as well as their WhatsApp customer service. I’m out of the product I needed and ordered as well as out of pocket 20£. Shame from such a reputable company with good quality products

Why do you have customer service if you don't answer them? This’s the company's lack of response to my message regarding an incorrect order. I ordered two items but only received one. I would appreciate it if the company could rectify this mistake as soon as possible

I agree with all the 1-star reviews. Ordered the products 3 weeks ago and they still have not shipped. Wondering if I'll ever see those £54 again.

I thought I'd order direct from La Roche Posay, mainly because they offered two free samples with the order. It was a little more expensive than ordering on Amazon, which would have been faster, but I figured it was worth it. Fast forward 8 days and I realised I had no confirmation email from LRP, only from Paypal. I called customer services and was told bluntly that my order had been cancelled. Pretty awful customer care and clearly nobody would have bothered telling me unless I chased it. Paypal are refunding me and Amazon provided the suncream within 24 hrs.

I wish I'd read these reviews before ordering! I submitted an order online two weeks ago, and received only one of the two products I'd ordered. As stated by previous people, LaRoche Posay is proving absolutely ineffective in handling my case - two weeks later, they still have not sent a replacement nor refunded me, in breach of my consumer rights. I remain out of pocket not to mention the wasted time and energy spent engaging with their team. Will never order from them again.

Very disappointed after reading such good reviews about the products. I placed an order which hasn’t arrived. I have sent several emails chasing this but have received no response.

Customer service is letting down a good product and I am out of pocket.

The customer service is absolutely shocking - I ordered a number of products and when m parcel arrived there was a product missing (despite payment being taken for it). The email address listed on the invoice is invalid and when I tried to contact them through WhatsApp, although they responded to my initial message, they have ignored every message since requesting an update. I still don’t have my full order and I’m still out of pocket. Worst customer service I’ve ever experienced. I definitely wouldn’t buy direct from this company again as if anything did go wrong with the order, you’ll just be ignored and your complaint won’t be resolved.

I have changed my review to 5 stars. There was an issue with the free gifts advertised with my purchase. After a bit of back and forth this has now been resolved and customer service has sent me full size products to remediate. I must say this was a classy way of handling the issue and I am now fully satisfied.

Bad customer service/good products. Absolutely love the products. I now buy from superdrug or boots. Would never again purchase from the actual website. Stopped using the site last year as was sent an incorrect product. Never heard back from customer service. Thought I'd give them another try this year and before putting in a big order I asked a question. I was ignored.

I love La Roche Posay products and use the website to order some products from time to time. I never had an issue with my deliveries. I recently contacted an ambassador on the website to ask a few questions about their products and Naville was quick to answer all my questions and provided me with good advice. I am very happy and impressed with their customer service so far an recommend this brand! I found out that when their products was not working on my skin, it was because I was using too many active ingredients on my skin, and using a wrong combination of products. So I would recommend to do a good amount of research before buying a product, especially if they have quite a lot going on, like the effaclar range. And also, ask the brand questions, and if you can use certain products together, etc. I done it all wrong before doing it right but this brands has really good products, just need to make sure to use them properly.

The company won’t publish my review of their product as it’s bad! Here it is….

La Roche-Posay Effaclar Anti-Blemish kit

My skin has NEVER been so BAD and SORE
So I purchased this kit for £36, I used it for 5 days but had to stop. My skin went so dry and cracked I had sores around my nose that bled also as a result. My face was so tender and it looked like I had face dandruff. I had to stop and applied antiseptic cream to my sores and facial oil to the rest of my face. Fuming!