La Mer Anmeldelser 

Worst company I have ever had to deal with, no way of getting in touch with them unless you use WhatsApp, I was on hold for 30 minutes before anyone even got back to me then another 30 minutes going round in circles. Very rude customer services, no please or thank you!! Never got my issue resolved, will never use again, I was overcharged and the samples I was promised never arrived, very convenient after spending hundreds of pounds!! This company is a scam, do not use............

Almost impossible to redeem loyalty rewards.
Each time I have checked my loyalty points, the rewards that month have always been slightly more, meaning you have to buy items to move up the tiers and build points.
I’m now the top tier which is called Ultramarine, but I have still been unable to redeem the large amount of reward points I have as each time income to redeem them, the reward items on offer change and the cheapest one is always slightly higher points. I currently have 830 points but the cheapest reward is 880 points.
When I last checked and had 400 points, the cheapest item was 440 points. It makes it almost impossible to redeem. And my points will expire in early December as they start again every 13 months. So you spend all year building them to not be able to redeem them and then lose them because you simply can’t spend them. It feels like a bit of a scam. Also to add to this, you can only redeem them when you’re spending something. So you spend money to build the points but then you have to spend more money to redeem them. I have asked customer services to extend the expiry date but they won’t, stating it’s in the T&C. Which already knew, however it doesn’t say in the T&C that they’ll keep moving the goalpost so you can’t redeem rewards.

Experience in concession Harrods beauty store was awful. First visit was very unfriendly but I did manage to get a sample of the foundation I am trying to purchase. When i went back stating the colour was not quite right I was refused another sample. The woman seemed so put out I had received one in the first place. Her advice on foundation shades was very poor. So i contacted live chat direct with La Mer. Chatted with Daniel who had the most unpleasant unfriendly and unhelpful attitude. Gave no advice other than to check the chart online which i already had looked at and it doesn't really help, he said samples were down to the discretion of the store. So I can't choose online, tehe assistant in store was quite hopeless and rude and online chat was as helpful as a chocolate teapot. You would not think this was high end.

Spent $900 on some La Mer products and got some cheap clinique products with the tracking number they sent me. Tried to contact them 4 times in one week, spent hours on phone call, and the problem is still not solved

Awful experience. Returned a product and after a few weeks of not receiving my refund, they said they did not receive the returned product when the UPS tracking link clearly said 'Delivered'. They provided me with no solution and pretty much just left me in the dark. I had to contact my bank to dispute to the charge. I am very disappointed in La Mer!

I've ordered from them 4 times so far this year, which 3 out of 4 orders have the status 'partially shipped', which means that there are samples missing. They will not offer alternatives or follow up with any action like sending it out again when it is back in stock. Most of the time it is the most expensive or popular sample that is missing. Their reason of not sending all samples to you will be that it is out of stock and because it is 'free' they are not obliged to. However very often one of the main reasons people are buying from them direct at full price rather than other outlets (like department stores) which often offer discounts, is because of these samples, so in my view these samples are part of the deal and not really 'free'. It is 'false advertisement' if they end up not shipping the most valuable samples to you MOST of the time!

Awful customer service. Did not get the order right ...very expensive order. Contacted customer service via online chat
Raised a complaint .it didn't go anywhere ..probably the worst customer service I have ever dealt with. Beware, do not sound your money with this company

I am a loyal customer of La Mer and have been using their products for many years. I have always been happy with the quality of their products, until recently. I purchased a jar of Creme de la Mer from John Lewis in December 2022. When I opened the jar, I was immediately disappointed with the consistency and smell of the cream. It was much thicker and had a stronger smell than the previous jars of Creme de la Mer that I had purchased. I also noticed that the packaging was slightly different. I contacted La Mer customer service and they asked me to send the cream back to them for investigation. I am very disappointed with the quality of the Creme de la Mer that I purchased from John Lewis. I believe that I was sold counterfeit products. I am also disappointed with the way that La Mer customer service has handled my complaint. They have not been responsive to my concerns and have not provided me with any satisfactory explanation for the poor quality of the products that I received. I was only offered a replacement cream. A replacement cream doesn't resolve the issue with my trust in the cream and/or John Lewis stores. I would not recommend Creme de la Mer to be purchased from any John Lewis to anyone. Not to mention the fact that John Lewis sent me a short reply and never came back to be with more details.
I hope this review helps other potential customers to avoid making the same mistake that I did.

Minus from me if I could.
customer service is such a crap at all.
No attention to customer.
Live chat is useless.
Telephone service is not reliable at all.
No careness to the needs of the customer.
No respond to any complaint.
Overall very bad and should avoid.

Tested on animals!!!.. Avoid buying any products from them.. They support animal cruelty!!

Customer service certainly do not care about customer relations any more. Would not advise to pay for next day delivery as it does not get sent out for days and customer service staff generally rude and do not respect customers when contacted regarding complaints. Certainly do not recommend anymore.

Based on my recent experience,They didn't give me the items I orderd I only recived the free samples and when I called in they told me that they sent it out and it should be here in 10 days and if it wasn't then they said that I should called back to them and tell them that it hasn't came yet. When I called in to tell them that it hasn't arrived yet they told me that there is nothing for them to do and turns out they never sent my package out and just wanted to expand the time so i couldn't refund about $600 I was lucky to have made the refund even though there product is great quality. La Mer is a scam and a waste of money I wouldn't recommend buying from La Mer.

Don't even bother to order online from their UK website. If anything goes wrong with the delivery they have no interest in trying to resolve it. I have made a formal complaint for the service I recently received but no one has bothered to get back to me. For a Company that charges a fortune for their products you would have thought they would at least have a good customer service department and guidance on how to make a complaint. After 20 years and thousands of pounds I have spent on their products, I will no longer be buying from them. They have lost a good, loyal customer.

In November I ordered more than 600 pound but the delivery lost the parcel and the LaMer company is still procrastinating to resent me a new set

I received some items that were damaged in my order. It looked like they were already that way from the warehouse, because the parcel was packaged very well. The customer service from La Mer via WhatsApp was excellent and they replaced the items I ordered with no fuss at all after I provided pictures of what was damaged. They quickly sent out replacements for everything. Thank you La Mer, so impressed!! Exactly the kind of customer service you want from a premium brand.

Appalling customer service and false advertising on promotional gifts. If part of the gift is missing do not expect them to replace it. To top it all, the gift is still advertised even though a part of it is ‘out of stock’ They will quote their terms and conditions as an answer. I was offered free postage to return the whole lot including £300 item as a solution.

Save your money!
I don’t know if they have changed the formula or what happened.
I have been using La Mer cream and eye concentrate for 15 years.
This year- it’s not the same as it used to be.
I get better results from using a cheap
$60 / oz cream, versus what I am getting with la Mer ($200/ oz) this year.
Eye concentrate at $500/ oz!
I have noticed ZERO IMPROVEMENT after using eye concentrate for 10 days.
I am not exaggerating! I mean ZERO.

Maybe they changed their formula
But I will never buy from them again.
I have no doubt that what I received are authentic products.
( I bought DIRECTLY from their website.)

Four orders placed. Four times I had to follow up with emails as a discount code failed, samples not added, offers not honoured, delivery wrong, payment repeated three times. They fix it. Days later. But for a luxury brand and a big company, it's a dog and pony website.

Do not buy La Mer products! Gave me bad allergic reaction, had to go to the hospital. I wish I could attach pictures here. Avoid!

I am/was a loyal Canadian La Mer customer & have been very happy with the products for the last 2 years this is until my most recent experience of a Soft Cream purchase. The cream smells off almost a little moldy ? I contacted Head Office to assist with documenting the issue & having the cream replaced but they said unless I can produce a receipt/proof of purchase they couldn't do anything to assist. Actually what they were saying is we are not willing to explore the issue further & too bad. I am very disappointed in the customer service & lack of willingness to do the right thing. The reputation of the brand has lost my respect & business!