La Mer Anmeldelser 

Worst service ever, especially for such a 'luxury brand' to a loyal customer.
I was informed by email that an item i had purchased with my La Mer points was not in stock 2 days before delivery was due. I had been saving my points to purchase the concentrate and the points were due to expire in 2 week so i placed the order.
5 phone calls (2 of which cut off) later, i got through to a customer service representative who took all my details (for the 3rd time) and promised to email/call back with a resolution by the end of the day (5 p.m - i had called at 11 a.m.)
24 hours later, still no communication
they are a joke

Worst customer service ever!

3 phone calls, 2 chats and no one can help me redeem my 920 loyalty points before they expire on 8/22

One year I ordered in early August to get loyalty points for a reward before they expired. THEY cancelled my order because they were 'out of product'. Then miraculously filled it the day after my points expired.

Why would "LOYALTY" points ever expire?

For such an expensive product I expect better service than endless holds by offshore reps who read the same script over and over between 7 minute holds.

Sadly, I have the same complaint as many others. The promotions are fake on the la mer website! I have no idea how the company gets away with this completely false advertising. They state that if you purchase $800 you will receive a complimentary 15 ml bottle of the concentrate. It all goes through on my credit card card and the receipt shows the 15ml bottle. Then the next day they send an email with the information that they are out of stock. Oh and the free samples are also out of stock! I called customer service and they said they could not fix the issue. However the site still has this fake promotion. It’s shocking, honestly. Terrible way to do business.

I’ve been using La Mer products for years and spend significantly sums. However, they have recently changed their courier to DHL who are absolutely useless. My previous to last order was delayed for 2 weeks with La Mer customer service saying there was nothing they could do. Order received today had totally wrong products £400 less than the value of my order. The chat bot waiting times are more than an hour. This is not customer service for a luxury brand. I have no choice but to take my custom elsewhere.

Don't waste your money. You can get the same result with a much cheaper exfoliating scrub. I have been using for four months, which is plenty of time for cell renewal, and I see zero improvement.

La Mer products are unsurpassed. The eye cream, soft cream and hand cream is on a level not many other expensive competitors can match. Yes, they are expensive but worth it. Beware if you buy on eBay as the products look real but there are differences, no not is bottom of lids with the contents smelling of Ponds.

I have a problem with their products. Contacted Lamer customer support, was rudely disconnected by their assistant (Uros). I have spent thousands on their products and the assistant wasn’t interested to help me, but blame me that I stored their products inappropriately and everything could happen within this time frame. Uros ignored the fact that La mer products have a 36-month shelf life, meaning I was still within that period. This is the worst experience I’ve ever had after spending so much money.

It is a joke. DHL e-commerce delivery never turned up and doesn’t offer any easy way to reach them. After 4 calls with customer service at La Mer (holding time 75mins+ in total ) and 4 calls with DHL ( 65mins+) and 4 working days waiting when they suppose to turn up but did not and 10 working days there was no news - I am still waiting for my refund after giving up. Seriously this is supposed to be luxury product but using a company who can’t manage to deliver - I would advise anyone who values their time not to waste. Hope they are luckier than me!

I am extremely disappointed with the service I received from La Mer UK.
After waiting almost two weeks for my order to be dispatched, the parcel was then delivered to a questionable location in my building and left unattended, without a signature or anyone receiving it. The delivery photo clearly shows parcels left on a surface with no recipient present, and my building manager confirmed that the courier did not hand any parcels over.

When I contacted customer service, instead of help or empathy, I was met with an abrupt and dismissive response. I was effectively told that because the courier’s photo showed parcels “next to a person,” the company would assume it was delivered — despite no signature, no proof of handover, and the fact that I never received it.

For a luxury brand, this level of customer care is incredibly disappointing. The lack of professionalism, accountability, and basic courtesy has left me feeling dismissed and disrespected. I expected far better from a company that positions itself as premium.

I hope La Mer reviews their delivery practices and customer service training, because this experience has seriously damaged my confidence in the brand.

When I pay for luxury, I expect luxury. I paid for next-day delivery, and DHL simply didn’t show up. No communication, no apology — nothing. Premium service shouldn’t come with budget reliability. Completely unacceptable.

La Mer, but Make It Delusion

Walked into Selfridges, walked out humiliated — by a La Mer staff member who forgot the first rule of luxury: silence, service, and reverence.

They sent me a £62 lip balm I wouldn’t put on my cat’s paw — then had the audacity to act like the matter was closed. “Internal action taken”? What is this, HR for moisturiser misconduct?

No apology. No accountability. Just corporate cowardice wrapped in kelp.

Let me clarify for the luxury interns reading this:
• I know how this industry runs — and who funds it.
• I gave you a chance to handle this with class. You chose gaslight-by-email.

I don’t want your balm.
I want your brand to remember: luxury without dignity is just overpriced shame.

And guess what?
The real crème de la crème never lets women be treated this way — not in 2025.

Expect to see this story everywhere.
I don’t vanish. I archive receipts.

— Yasmin Al S.
(Loyal to elegance, not to brands that fake it.)

I have been a loyal customer and fan of La Mer for over a decade. The quality of the product is no longer exceptional, the creams smell like baby lotion and the consistency is questionable. I believe that the Miracle Broth is no longer the main ingredient in their new and existing product line. Estee Lauder has ruined La Mer.

This is yet the second, well third time really, that I had not received my free samples with my order. The first time I chatted online to a La Mer rep and was then sent my two samples. The second time, I chatted online with a rep and was sent the one of two free samples. So, again, chatted online with a rep and they are sending the second sample. I called and made a complaint. I felt like my issue, well their issue, fell on deaf ears. For such a high end product there is no high end service.

I never received my order. I received 2 small samples in separate boxes from 2 diffferent shippers, but not the moisturerizer I ordered and paid $400 for. I have called customer service 3 days in a row and have been told each day that a supervisor will call me, but no one has; there is never one available when I call.

I recently placed an order with Lidia at John Lewis in Newcastle, it was a gift for my wife. The service Lidia provided was amazing, super helpful and extremely knowledgeable about all of the La Mer products, Lidia is a fine ambassador for the La Mer brand. Thank you so much, I will definitely call Lidia again..Thank you

Rude customer service. Not professional at all. Didn't help aid or resolve issues

I am pretty shocked with the customer service! The promotion that they have is all lies, one product missing from the 4 products advertised as free £155 gift!!! With your order of £300! They absolutely do nothing to rectify the missing product, only say sorry but the product is out of stock,no available but as we speak they still have that promotion on, fully knowing that they don't have the products in stock! Lies!!!

All I got from them, sorry send the order back!!! So bad unreal, do not trust this company!

Appalling customer service.
This once high end brand is no longer up with the best, it literally has atrocious standards since being taken over by Estee Lauder.
The La Mer sales advisors have become less & less available in department stores with many La Mer not having any advisors at all.
La Mer head office operate in unprofessional manner.
The products are still good but not the team in the background & their care of consumers unfortunately.
Would not continue purchasing from after the problem I encountered with them

I am writing this review based on my own true experience, I've been using le mer for several years and had no problem until last year when I used a serum and my skin had a massive reaction. I had taken proof of this is the summer and since then raised this with customer service who didn't reply then just before Christmas 2023 I sent another email and made a call and Kate spoke to me about my reaction. Kate was unhelpful didn't resolve or offer any resolution. I explained exactly what happened and the proof of pictures but Kate didn't do anything for me. Kate said le mer has duty of care? So where is your duty of care? Clearly your just lying to the public. I was so angry the way le mer has treated me this shows to keep away from high or expensive brands because when things don't go right they will never help the client or they will just lie to cover there back. Kate was so rude with me I decided to return all the other products I brought back to store and likely I had the receipt for the serum and got all my money back and now using a brand which is cheaper still does the same for my skin and cares for its customers. Kate refused to offer anything for what happened and all I know is what you do to others will come back to you.

Made an online purchase today and la mer cannot find it. Funds are out of my account and they are saying they have no record of my purchase.

Will never purchase a product from La mer ever again. I spent thousands today and the money is just gone...and they can't tell me where it is, sent the proof of payment and the customer service reps send back generic message not acknowledging the fact that i 've sent proof of payment, they keep saying they can't find my order or my name in the system.
Appalled by these thieves.