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I ordered some products two days before black Friday and asked customer service if they could adjust the price to match the sale price. They said they couldn't help. So I requested a return but haven't gotten any replies. I followed up twice with no response. The website clearly states a 14 day return policy but they won't let me return anything. This feels like a scam so I'd say don't buy from their site.

I'm missing a $100 cleanser from my order. I've sent three separate emails and tried reaching out on social media multiple times over the course of a week and a half with absolutely no replies. There's no phone number listed for customer support and they don't seem to answer through any other communication channels either.

I ordered something that arrived but contained the wrong item. I've contacted Eve Lom through their website and still haven't gotten any reply after a week. I'd recommend that anyone dealing with similar problems file a complaint with trading standards like I'm planning to do. I'm also planning to dispute the charge with my credit card.

I placed an order a week ago and paid an outrageous amount for shipping and handling. Haven't heard anything since. The app shows the order is still being prepared for shipment. I've sent two emails and gotten nothing but the automatic response. This whole purchase is looking like a huge mistake. They're either running a con or they're just completely incompetent.

At first I was frustrated that nobody responded to my email when I wanted to spend my money, but after looking at all the negative reviews here and elsewhere I'm actually relieved. That email silence ended up saving me! Not responding to customers is bad enough, but reading about products that never arrive or show up in bad condition is concerning. In my case, the poor service actually worked in my favor. There are plenty of other trustworthy skincare companies to choose from, so I'm glad my order didn't go through. It's unfortunate because when big companies buy out smaller ones, customer service and quality usually suffer first. Everything becomes about making more profit.

This is hard to say about a British brand I've been using since 2001, but things have really fallen apart since a Chinese company took over in 2021. The product quality has declined noticeably. Some of the packaging has gone from simple and elegant to cheap looking. My favorite cream has also changed for the worse. It doesn't have the same strong scent anymore and the texture is much thinner and runnier compared to how thick and rich it used to be. The latest batch feels more like water than cream. I emailed the London office and never got a response. This is frustrating since these products are not inexpensive.

Eve Lom customer service is terrible. Why hasn't my order from over a month ago been delivered yet???

I ordered two gift sets and was charged for both of them, but I only received one based on the invoice. I contacted customer service three times and got no response. This is unacceptable service, especially since it was my first order. I won't be ordering from them again.

I bought the foaming cleanser and really liked it, then ordered three more when they were on sale. But when I opened the first one, the smell was completely off and it seemed rancid. I told them about it and they said it sounded unusual and suggested I check the other two. I opened them and they smelled the same way. They basically told me there was nothing they could do, so now I'm stuck with three open products I can't use and I haven't heard back from them since. Honestly avoid this company. Their customer service is terrible. I'd rate it lower than one star if I could.

For a supposed luxury brand, the customer service is really bad. On November 30th I asked them why a product costs $99 in the US but 104 pounds in the UK. They've sent me three emails saying they're looking into it but still haven't answered. This has really changed how I feel about the company. I used to enjoy their products but now I'm searching for something else.

Absolutely no service at all. I'm wondering if their entire customer service department got fired because there's no other explanation for getting zero responses after sending multiple emails. I paid for my order but the products were never shipped, and I haven't heard back from their ghost customer service team. Clearly they don't care at all, because why would they? They get to take people's money and never actually send them anything. This might be the biggest brand name scam out there. Total rubbish.

I wish I could give zero stars because they absolutely don't deserve even one. After being a loyal customer for two decades, I'm done with their awful and dismissive customer service. I bought an expensive moisturizer and the gold lid broke immediately, so now the $86 cream spills all over my face and hands every single time I apply it. Eve Lom basically ignored me and never even bothered to respond. I'm never buying from them again and I'm telling everyone I know about this experience. It's shocking they can't even show basic respect to customers.

I have to agree with other one star reviews about the customer service problems. The products themselves are really good but they're pricey, so you'd think you'd get great customer service when issues come up. Unfortunately I was let down by how they handled my concerns.

This has been the absolute worst customer service experience I've ever had. I paid for a product that never arrived and they wouldn't give me a refund. I ordered a face cleanser for over $50 as a Christmas gift for my mother in late November. When I didn't get shipping updates, I reached out to their support team in early December to ask what was happening. They couldn't help me investigate, so I had to figure it out myself. I called Royal Mail and Poste Italiane and discovered that customs in Italy had stopped my package because Eve Lom failed to complete the proper paperwork. I had to fill out and submit extensive documentation to try to get my parcel released. For almost two months I've been trying to get help from Eve Lom customer service and they've been absolutely incompetent and useless. I asked if they'd at least refund me after everything I've been through. They said they needed to receive the package back at their warehouse first. How is that even possible when it's stuck in customs?! This is really disappointing from a major beauty brand.