Complaints

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased products online and billed Dec 29/2023 Sale product combo I made purchase for an added replacements for the body wash and cream didnt arrive nor did the gift! They adjusted the bill but I complained because I didnt need refilled without the actual product I was ordering. They said they were out of stock. They went to send me a return label, but said it would be up to three weeks to reimburse. So, I asked if I could return to my local store and they said yes! I returned to the local store at Masonville mall, ****** *******. The sales person told me they reimburse my account. When I received my bill, I saw they did not reimburse my account! I complain to head office when I received my **** bill just before I went on vacation. They said they would investigate. I called the store and they remembered me returning the product. I noticed an email when I returned from my vacation saying they sent the product. I am sorry, but I returned the product and I was to be reimbursed and I have not. This is fraud on the part of the store for not reimbursing me or the company. I do not know, but I did return the product and the owner at the Masonville store is a witness to it. I expect my money to be returned to me since I returned the product. I did not Get a receipt from the store owner. She said she did it online. I didnt think it would be an issue or I wouldve demanded one. I filed a complaint with my credit card and with loss attain with no resolution.My phone number is ************. My name is ***************************

  Business response

  02/27/2024

  Dear ****,
   
  Thank you for taking the time to contact L'OCCITANE. Our team attempted to contact you on February 22nds at 4:20 pm EST abd was unable to connect with you. 
  

  We want to apologize that your return amount of $120.91 did not process in a timely manner. We are committed to improving our processes and will take this feedback to ensure store returns are processed within our return guidelines. Our payments team has confirmed that the amount has been refunded. 

  Feel free to contact our customer care team if you have further concerns about this matter. 

  Warm Regards, 

  L"OCCITANE Customer Care

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They will not cancel my order and are forcing me to send and pay for a gift I decided against as it would arrive after 12/25/23. I spoke with a supervisor ***** who would not provide me her full name when asked (if ***** is really her name) and they kept stating I could send it back but the package will never be in my possession as it will be sent to **** and not ******** where I live. I would like my refund and the order canceled. It is theft they will not cancel and force the order to be sent if it is out of their business hour window.

  Business response

  12/22/2023

  Dear ********,

  Thank you for taking the time to connect with us regarding order ************
  We're sorry to hear that we were unable to cancel your order within the one hour grace ******* Unfortunately due to the influx of inquiries, by time your email was received, the order was locked by our system to get ready for processing. We are unfortunately unable to stop/reroute/cancel the order. However, we have issued a full refund for the order for $33.95.
  
  Take care and have a safe holiday season!
  
  Yours Sincerely,
  L'OCCITANE Customer Service
  

  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order Number: *********** I returned the Immortelle **** Youth Hand Cream from my order using my OWN return label that I purchased. *********** Tracking #: **************** (see also attached picture of the returned package).The package arrived back to the L'Occitane returns department on Oct 30th. It is now nearing a month and I still have not been refunded. The customer service reps keep copying and pasting the same email replies and keep pushing the refund date further and further. This will be my last attempt to reach out or I will be filing a PayPal dispute to get my refund of $47.37 CAD

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************
  
  
  
   
  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a remaining balance on my gift card (I no longer have the card) due to a failed order, and I want the remaining balance back on either method (store credit, gift certificate). L'Occitane en Provence customer service keeps escalating the case. - Order ************ was made on De. 1, 2022. I have contacted their customer service two times (Dec 17, 2022 and Jan 7, 2023). They keep saying that they will escalate the case and contact me. No response. It is clear that the company L'Occitane put as little effort and resource to resolve issues for their customers.

  Business response

  01/20/2023

  Dear ******,

  Thank you for taking the time to contact L'OCCITANE.
  
  
  We want to extend apologies that it has taken some time to issue a store credit to you, due to the cancelled order ***********. At L'OCCITANE we pride ourselves on our point of difference and that is our core brand values - Sensoriality, Authenticity and Respect. Everything we do at L'OCCITANE mirrors these values, and we apologize that this wasn't the level of service you received during your recent interactions with our team.
  
  We have emailed you a store credit in the amount of $37.65. It may be used in store and has no expiry date.
  
  Feel free to contact us if you have  any additional questions or concerns. 
  
  Have a wonderful day Hiromi and thank you again for your patience and understanding.

   

  Warm Regards, 

   

  L'Occitane Customer Care

  
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made an online purchase from ************* on 08/14/2022, order number ***********, the package arrived on 08/26/2022. The outer box was squashed and opened. When I opened the box fully the smaller boxes inside were squashed, products had leaked inside the box (as per the photos) and 1 of the products had a broken lid and oil on the outside of the bottle. I emailed LOccitane customer service to request a replacement order be sent out and was told that Since the product itself has not been compromised, what we can do in this case is, to offer you a 10% off on that product or send you a return label free of charge . I told the customer service rep that the product is compromised and that I want replacement products sent out and they can have their damaged products back. They said they will email a return label. Didnt get a return label so I had to call them. They sent the label, I returned the products. The return was received by them on 09/08/2022. I emailed them 2 days ago to ask them why my return has not been processed. They replied with refunds take between 3-7 days and Also just to let you know we have looked in your order status and there is a pending return of **************** Trio . I returned all the products in the same box and to be told that they are awaiting the return of some of the products is like saying that I have stolen them.I called up customer service and demanded a customer service supervisor call me back immediately. It has been 2 days and no one has called me back.I returned the products and repurchased new products, and they havent refunded my money. They havent returned my calls when I have requested it to be escalated. They have told me twice that a supervisor will call me back.I have been a customer of this company since 2008 and to be treated with disrespect is unacceptable.

  Business response

  09/27/2022

  Dear *****,

  Thank you for taking the time to contact L'OCCITANE and we apologize for the poor experience with our brand. 

  
  Our team attempted to reach you this afternoon, but regretfully was unable to connect with you. We were hoping to let you know that your refund for order ********* has been processed. Please allow 5-7 business days for your financial institution to reflect this amount into your account. 
  
  We would like to offer you a compensation code for your experience. Please use the following code to receive $15 off your next purchase: ************
  
  *This offer *** only be redeemed by placing an order over the phone. Offer is valid to be redeemed within 6 months from today's date and is not combinable with other discounts, sale items, special gifts or promotions. Not valid on prior purchases, gift sets, Immortelle Overnight Reset Collection, and makeup.
  
  Feel free to contact us if you have any other inquiries by replying directly to this email or contacting our customer service team by phone at **************.
  
  Have a wonderful day.

  Kind Regards, 

  L'Occitane Customer Care

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order for products and never received them. I contacted the company and advised them that the order has been delayed for several days and it has been two weeks transit. When I contact customer service, they tell me that they cannot return to sender and they cannot return my funds. They refuse to do anything and are simply just holding my money even though I never received the item. I asked for return to sender because I will not be home to retrieve the shipment and also received poor treatment from the company so I no longer want the shipment. I have spoken with the supervisor ,****** , who said he cant do anything. He stated there is nothing he can do even though my shipment is lost and has no deliver date. Locctaine decided they will not contact the shipping carrier nor will they return my money. I dont have the product and this is not right. ****** said I can talk to a manager but company policy says there is nothing he can do. He also stated that there is no way to escalate this issue.

  Business response

  09/15/2022

  Dear ******, 

  Thank you for taking the time to share your recent experience with the brand and we apologize for any inconvenience. 

  Our team attempted to reach you today at 1:11pm via telephone number ************.
  

  We conducted a track and trace for your order via ***** and it shows delivered on 08/31 at 6:23pm. Could you confirm receipt of your order ************ Please note that orders shipped with Standard Shipping can take 10 business days or more to arrive. We are happy to discuss expedited shipping options for future orders.

  Please let us know how we can assist you further. 

   

  Kind regards,,

  L'Occitane Customer Care

  Customer response

  09/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Company did provide me a one time refund on this 
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order ************ I have been trying for 2 weeks to get a return shipping label per the advertised "Free Returns" policy. I have contacted customer service regarding this return shipping label NINE times. **************** just stopped replying to my emails so I called in two different times and was told the case was escalated and that I would receive the label that night or the next day. The label still has not arrived so I emailed them again this morning from the website contact page. No response. Considering that I've spent about $1000 with you in the last 2 month, you'd think I could get some help without contacting the BBB. I contacted ******* but the ****** rep at L'occitane no longer works for the company and the email bounced back.

  Business response

  04/26/2022

  Dear ******************,

  
  Thank you for taking the time to contact L'Occitane. We sincerely apologize for the service you experienced with our brand. 
  We have retrieved the outstanding return label and sent it to the email on file following your message. Our team aims to address this issue soon, and we appreciate your patience and understanding thus far. 
  We look forward to providing a better experience in the future. If you have any questions, don't hesitate to contact us directly at ************ or by email at **************************************.
  

  Warm Regards,
  L'Occitane Customer Care

  Customer response

  05/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The return was received Monday, 5/2/2022 at 11:11 am

   

  Where is my refund????

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  05/31/2022

  Dear *****,
   
  Thank you for taking the time to contact L'OCCITANE regarding your refund for return order *********.
  
  Please be advised that your refund was processed for return order ********* on May 6th, 2022, in the amount of $120. Your PSP Reference ID for the refund transaction is: ****************. 

  We hope you found this information helpful and we apologize for the inconvenience. 

  Take care.

   

  L'Occitane Customer Care. 

  Customer response

  06/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 27, 2022, I received a confirmation for an "order" for 2 **** Butter hand creams (Total cost $54) and 3 samples. I didn't place this order. When I contacted L'Occitane customer service, I received another email saying my "subscription order" was placed. When I looked at my online account, I was registered for "Auto-Replenishment." I purchased 2 hand creams in November, 2021 as Christmas gifts. I never registered for "Auto-Replenishment." The November 27, 2021 confirmation email doesn't say anything about "Auto-Replenishment." When I advised L'Occitane this, they directed me to their return policy (their policy is " A shipping fee of $4.95 will be deducted from your refund."). I don't think I should pay to return something I never even ordered. Also, L'Occitane is scamming it's customer with possibly having a default setting of "Auto-Replenishment" when customers place a one-time order. L'Occitane is fraudulently charging credit cards without authorization.

  Business response

  03/03/2022

  Dear ********,
  
  Thank you for taking the time to contact LOccitane ************* and we apologize for any confusion with your recent ordering experience.
  
  Our team has contacted you to discuss the available options to return the two **** Butter Hand Creams from the Auto-Replenishment order # ***********.We can also confirm that the subscription account was canceled on 2/28/2022,and you will not receive any future recurring orders.  
  
  Our team will also accommodate the request to waive the return shipping fee.
  
  We look forward to resolving this matter soon.
  
  Warm Regards,
  
  LOccitane *************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩