Reviews

I went to the toronto premium location and the lady at the counter was pure form of racism. She treated me like i am the person who will steal products. Everytime i pick the product to try she grabs from my hand. I had worst experience there.

Dear ********, Thank you for letting us know about your recent experience with L'OCCITANE at the ***********************. We apologize that our service did not meet your expectations and appreciate you taking the time to share your concerns with our team. We want all clients to feel welcome in our stores and empowered to use our testers and try our products. We are always looking for ways to better our service, and your feedback is an invaluable part of that process.As discussed, our team will send you a small gift for your time and experience. We hope to have the opportunity to provide you with better service in the future. Thank you again for bringing this issue to our attention, ********. Take care and have a great evening. Kind Regards, L'Occitane *************

I have bought few products from store first time and was told that I can return after gently use. I used products one time and didn't like because it was allergic to my skin but store is now refusing to return it. I visited store at ************* and ************************* and both refused. If you don't want to take returns, at least say it upfront. Change your store policy which says gently used products can be returned because all your managers ate refusing it without any reason.

Dear ******, Thank you for taking the time to share your experience with our brand. We apologize for the trouble you faced while returning the **** Butter Foot Cream. Our team worked with the *********************** boutique to identify a solution and will also work on improving the service extended for return transactions. We appreciate your time and hope to have another opportunity to provide better service soon. Warm Regards,L'Occitane *************

I have been a customer of ********************** for ** years and since the end of 2023 I have not been able to order online with my account. Before Christmas it was impossible to connect with anyone through **************** via telephone or online. Within the last week I spoke with a rep and they helped me place an order and said they would get my online issues resolved. This did not happen and after the order was placed via telephone, I received an email telling me my order was canceled for no apparent reason. After emails back and forth the representative named ****** keeps saying she will help yet I cannot reach her other than by email. If a company has all your information why wont they just reorder and connect me instead of playing email tag with no results. Im finished with them and although I love their products, their service is awful!

Dear *****, Thanks for taking the time to share your experience with L'Occitane ************** We apologize for the inconvenience and the difficulty you faced while seeking client services. Our team went ahead and placed an order and sent a secure payment link to complete the purchase. Additionally, we are investigating the ongoing problem you are facing with online order placement and hope to find a solution that will provide better service in the future. We will provide you with an update once a complete solution becomes available. Take care and talk to you soon. Warm Regards, L'Occitane **************

My order was returned and they said I wouldnt get my money back for three weeks. I told ******* I was dissatisfied because I just wanted the product and he didnt even care. Never ordering from them again

Dear *****, Thank you for taking the time to contact us about your recent experience with the brand. We apologize for the inconvenience and the lack of care and service provided. After a careful review of your case, we issued a refund for orders that are being returned to the sender. Please allow up to 5 business days for the refund to be posted to your account. (Order IDs *********** and EC004265362). Take care and have a great holiday season. L'Occitane *************

My order #EC003......(BBB policy to remove ID info) placed on 06/07/2023 has NOT been delivered as of 07/15/2023. The latest delivery date informed to me was 06/16/2023. I emailed customer service on 06/23/2023 informing the issue. On 07/11/2023, I received an email that they shipped the replacement order.On 07/12/2023, I received an email with the shipping tracking #. I clicked the link and the***** estimated delivery date was 07/17/2023 and found out it requires "an adult signature."On 07/14/2023, ***** emailed me with "early" and delivery date changed to 07/14/2023, estimated between 9:20am and 1:20pm. On 07/14/2023, the delivery did not come by 1:30pm. I checked the shipping status. It changed to "latest by 8 pm." I tried to change the date of delivery so that I didn't have to cancel and postpone my day's scheduled errands after 8pm. But, ***** required 48 hours prior to the delivery date!On 07/14/2023, at 7: 55 pm, I was out in the front yard waiting. I did not want to waste more time due to this delivery arrangement by L'Occitane. It did NOT come until 8:30 pm. I checked the status. It changed to "by the end of day." It did NOT come.On 07/15/2023, today, the delivery status shows "pending" without any date of delivery.My order placed on 06/07, more than a month ago, located in the ***************** is still not here. Furthermore, their arrangement for this missing order has failed again to arrive on time. Their arrangement requiring "an adult signature" without any acknowledgment or consent of a customer has caused an inexcusable nuisance that my entire day's work and errand had to be canceled and postponed. I've been using this company's product for over 25 years. They have world-class products, but their customer service and management are the poorest and most unfortunate tarnishing their own reputation.

Dear ******, Thank you for taking the time to review your recent experience with L'Occitane en Provence. We apologize for the inconvenience, including the poor communication, the time lost, extended carrier delays, and the inability to provide a ****************. Our team is exploring better solutions to address this friction point and will consider your feedback. We appreciate your time and loyalty and look forward to providing you with better service soon. - L'OCCITANE *************

I purchased an item in the ******** ** store. The sales associate rang up the wrong item, and I did not notice until the next day. The item I LEFT the store with cost less than the item which was on the receipt. I attempted to contact the store. No response. I contacted customer service and after several days of wasting my time trying to get a response, this is still not resolved. The store employee made a mistake, and customer service will not correct - so essentially, they have STOLEN money from me. I have filed a dispute with my bank, so no need to file an actual dispute with BBB. Sadly, they've lost a long time customer.

Dear ******,Our team sincerely apologizes for your experience with our brand at every touchpoint in your journey. We have issued a refund for the overcharged you received at ************ boutique. Please allow 3-5 business days for the credit to reflect in your account. Our team is committed to learning and improving from this matter and hopes to provide you with better service in the future. If you have any questions, kindly contact us during business hours at ************. Have a safe and beautiful weekend. Warm Regards, LOccitane *************