Julie

Trustpilot

Having been diagnosed with breast…

Having been diagnosed with breast cancer in June 2023 my mind, body and soul has faced challenges. I used L’Occitane products pre diagnosis and particularly loved the Almond collection. Whilst going through multiple treatments the importance of skin care was emphasised in relation to healing post surgery , reducing risk of infection during chemotherapy , maintaining skin integrity whilst having and post radiotherapy . I decided to continue using almond shower oil and almond milk veil and my skin remained well hydrated, and soft and I experienced no adverse skin effects . During chemotherapy I was unable to tolerate the smell of many skin care products but not the almond range . At times the treatment was gruelling but L’Occitane made the tough times easier to bare and brought some brightness to some dark days .

Karen Lunt

Trustpilot

My order error promptly resolved

I had accidentally ordered the wrong items - a quick phone call later and the issue was resolved, my order was cancelled and I reordered the correct items . I confirmed via email that the original order had been cancelled, Musifka responded very promptly that this had been actioned and no charge for the original order as it had not been dispatched from the warehouse. Thankyou

Anon

Trustpilot

Quick reply to my email to L'Occitane…

Quick reply to my email to L'Occitane Customer Care Mishillina was most polite and understanding and sorted out the problem efficiently.

Dawn Parker

Trustpilot

Exceptional customer service from…

Exceptional customer service from Mishellina 🙂 Had a problem she quickly resolved it, very happy cx 🙂

Tina Costello

Trustpilot

I'm a regular customer and love their…

I'm a regular customer and love their products! I submitted an order and the very next day, I received an email saying free gift which every order over £x which I qualified for, I emailed customer service and the free gift has just arrived, fantastic customer service !

Consumer

Trustpilot

Dulcie dealt with my query promptly

Dulcie dealt with my query promptly, politely and efficiently.

Susan Schofield

Trustpilot

Why Change Perfection?

Sorry, but I won’t be buying any more Shea Butter Body Cream. I have loved this product for years but the changes you have made to both the smell and consistency have changed it beyond recognition. Please let your disappointed customers know if you revert to the luxury product this once was and I will gladly buy again.

lisa reid

Trustpilot

Fantastic Customer Service

Im a new customer to L'Occitane. Received my first order, which had leaked out into the box due to not being packaged correctly. I emailed with pictures as proof and Mishellina could not have been more helpful. She replied very promptly, apologised, requested further photos, and reordered a replacement to be sent express delivery. Cannot fault the company’s customer service. Will definitely reorder products from them in the future.

Sylvia Bullen

Trustpilot

FABULOUS Customer service

L’Occitane is a fabulous product but my goodness the customer service is second to none. There is a telephone line to call and without any delay at all Mischellina answered and she was so polite and patient with me. The problem I was having was not L’Occitane but with Royal Mail and she dealt with it so well and 100% to my satisfaction without any fuss. If I could give 10 stars I would. What a service - L’Occitane really value their customers. Thank you Mischellina……..L’Occitane should be very proud of you!

Christina

Trustpilot

Disappointing experience with online order

I recently placed an order with L’Occitane, including a gift item that I specifically requested to be gift-wrapped. Unfortunately, the order arrived without any gift wrapping, not even a carrier bag, and no gift receipt was provided. This makes it impossible for my friend to return or exchange the item if it’s not suitable. Additionally, one of the three samples I selected was missing from the package. When I reached out to customer service for assistance, their response was far from helpful. They suggested I visit a store to ask for a bag, informed me that they are paperless and do not provide gift receipts, and directed me online to figure out returns on my own. Considering the price of the items, I expected much better service. Given these issues, I strongly advise against using L’Occitane’s online shop for purchasing gifts or bulkier, larger items that cannot be gift wrapped. Overall, this was an appalling experience, and I am deeply dissatisfied with the lack of consideration for customer needs.

NA

Trustpilot

Great products and quick resolution

I had an issue with my order (wrong item was packed in gift), I called up and spoke to Mishellina who was delightful to speak to, and she provided the most amazing service. My issue was resolved within 48 hours. Thank you so much!

Gillian

Trustpilot

Super quick response to my comment

Super quick response to my comment. I wrote to highlight a minor problem I'd encountered with a dispenser and they could not have been more helpful. I love L'Occitane products and have purchased them regularly over the years.

Kathleen Abbey

Trustpilot

Brilliant customer care.

I have had such a quick response from customer care Bethany.She was so helpful in replacing some items.Within minutes. I got a reply.Thank you Bethany.

Maria

Trustpilot

Second to none customer service

I loved you quick response and understanding of the situation. Many thanks for sending me a replacement. This is very much appreciated. Many thanks.

Kamilla Nagy

Trustpilot

Harmful ingredients

Have been using the almond milk hand cream, it's beautiful! Recently I thought I'll try some other products such as the cherry blossom shower gel and the almond shower oil, unfortunately when I checked the ingredients I've realized they both contain more than one nasty ingredients as octinoxate, sulfates etc. For the price you pay one would assume the formulas would be top quality for humans and the environment. Very sad to see this, but some cheap supermarket options have more natural ingredients then L'occitane's.

Steve Williams

Trustpilot

Mishellina is a true Customer Service Star!

I placed an order for my wife's birthday later this month, and went back to a young lady named Mishellina at Customer Service who had assisted me with a query and had offered to help me should I want to place an order. Boy, am I glad I did - not only did Mishellina do all the hard work, she was kind enough to apply a discount - it was quite a large order to be fair - upgraded delivery from standard to express, arranged for the order to be gift wrapped, and added an extra item in the form of a luxury collection of items worth £47. Now if that isn't VIP treatment, then I don't know what is. Thank you Mishellina for going the extra mile and making the L'Occitane experience so enjoyable. You are a true star, and I hope that this review assists in some small way in getting you recognised for your exemplary Customer Service.

Sue

Trustpilot

Fantastic support from Lilia once again!

Fantastic support, for a second time from Lilia, without whose help and support it would not have been possible for me to make a payment for what I had ordered. Perhaps this is a problem with the system which might be reviewed to ensure that it works more effectively for those using it?

VA

Trustpilot

Apart from selling lovely products this…

Apart from selling lovely products this company stands out for its wonderful customer service. I recently made a mistake on my order and one of their lovely customer service agents immediately rectified my problem. So impressive as the mistake was entirely of my making and so they were under no obligation to do what they did I have been a customer for a few years now and that will not be ending anytime soon!

Nicky Bush

Trustpilot

Great service

Ashford outlet staff are always so lovely and chatty. I always spend even if I only go to browse! Great advice given too.

Andrew

Trustpilot

Shop staff incredibly welcoming without…

Shop staff incredibly welcoming without being intrusive, lots of smiles, and pointed out some current offers for us. Lovely shopping experience and the products are top quality.