Serge Lutens Recenzje 60

Un grand parfumeur mais un service en ligne déplorable très loin du niveau attendu pour une marque qui prétend se situer dans l'exception ! (Lidl fait mieux dans la vente en ligne)
je suis client Serge Lutens de longue date j'ai acheté au fil des années des dizaines de flacons je voulais me procurer Arabie pour un cadeau de Noël 2023 (impossible à trouver en parfumerie) le flacon à 210 euros! a ce prix on attend un service irréprochable à hauteur du luxe... Je m'y suis pris à l'avance fin novembre le colis SLFR6012 est arrivé même pas fermé (un pauvre carton pas de scotch) une chance qu'il soit arrivé non pillé... Pas de papier bulle pour protéger, le boitage du parfum est arrivé cabossé (pourtant ce n'est pas du 2e choix) ... Deux messages envoyés au service client et même pas de réponse le mépris total... Il y a d'autres excellents parfumeurs ! je changerai de crèmerie comme on dit! Abandonnez la vente en ligne ou recrutez des professionnels et quelqu'un qui répond aux mails

C'est bien dommage, le 0 étoile n'est pas proposé. Un service client loin des codes d'une maison comme Serge Lutens. Cliente fidèle depuis 25 ans, cette année j'ai voulu tester ma première commande depuis le site. Après réception incomplète de la commande j'ai envoyé trois mails et rappelé le service client.
Après échange avec un conseiller, pas très motivé par ma demande, s’agissant des produits " offerts", deux échantillons de 10 ml, il m'a bien fait comprendre que j'étais en train de l'importuner. Longs silences, pas de solution proposée, bref, j'étais l'appel ennuyant de sa matinée. Après une 3 eme relance par mail j’ai appris à travers un retour sans aucune personnalisation que les échantillons sont en rupture de stock et que je peux activer une notification pour être alertée lorcequ’ils seront disponibles. Que dire . Juste au revoir Serge Lutens et vos magnifiques parfums.

I ordered a discovery set and two of the bottles arrived broken, I wrote to the customer service and with just a few hours they refunded the order.

Service client médiocre...
Une marque qui se veut haut de gamme. C'est bien ! Mais, il y règne une atmosphère très élitiste. La marque ne propose aucune approche olfactive abordable sur de nombreuses créations :
Il est impossible de découvrir, de tester certaines collections, comme la collection "Gratte-Ciel" à 305 euros le flacon !
Je veux bien investir dans un " Bornéo 1834" un flacon de " Fumerie Turque" , " Fille en Aiguille ", " Cuir Mauresque "...
Mais, j'aurais apprécié les découvrir avec des échantillons. Quitte à les payer !
Idem pour la collection Flacon de Table.
C'est très limite aucune attention. Très marketing
La conseillère, à la voix lascive, que j'ai eu au téléphone m'a indiqué qu'elle ferait remonter ma requête.
J'attends !

Service client absolument déplorable pour une marque qui se veut haut de gamme. Les promotions ne sont pas appliquées, les échantillons qui devaient être offert avec la commande, jamais arrivée : réponse du service client, vous vous êtes plaints trop tard !!!!!!! quelle honte !!! Une augmentation de 25 euros en un an !

1ère et dernière commande internet avec serge lutens.
3 messages envoyés via leur plateforme : aucune réponse
2 coups de fil : aucune continuité dans le suivi des dossiers.
effet final : commande annulée et non honorée sans motif au bout de 11 jours.
Un scandale quand on se dit artisan parfumeurs.
Le luxe affiché n'est que dans les prix et non dans le SAV.

What an utter disappointment with Serge Lutens!

I placed an order on 22nd September, my first order with this prestigious brand and I was so excited! On the website it said that orders are usually shipped within 48 hours; however, weeks passed and I never received any updates. I emailed their customer service a couple of times to ask for updates and received no reply. Yesterday I also left a message on their website, again, receiving no reply.
Today, 3rd October, I have received an automatic email saying: "This order has been cancelled AT YOUR REQUEST" with no other explanation. This is a ridiculous lie as I NEVER asked for my order to be cancelled, I simply asked for updates! Of course a refund also followed, but I am terribly disappointed as I was so looking forward to my first Lutens perfume...

Their customer service is simply non-existent. It's appalling that such a prestigious brand treats its customers with such disrespect. I am never going to attempt to order from them again and I will look for high-brand perfumes elsewhere.

avec le changement de flacon, la formule du parfum a été modifiée. il est faible, plat et la qualité du produit est médiocre. LE SERVICE CLIENT N'A JAMAIS REPONDU

Order has not been delivered after close to 4 weeks, and yet they have marked it as “fulfilled “. And for them that’s the end of the matter. All follow-up requests have been ignored. For their luxury prices what you get in return absolutely crap service. Avoid Serge Lutens at all costs

Same as other customers below. Ordered perfume (for $300!) and the DHL order shows that it was sent back to Serge Lutens, identified as a "dangerous material." DHL told me they did not do paperwork properly.
No answers to many polite emails and Facebook messages. They have effectively stolen $300 from me, and of course, ruined my Christmas gift for my wife. (This has been going on for weeks, since purchase on Dec 1.)
What a "luxury" nightmare.

The pain is when the fragrance they sell is excellent, but the price for it doesn't even match ANY basic service requirement.

I'm writing this today as today, one more time, I was lurked on their site with an "exclusive 20% off" just to figure out the voucher doesn't work (not the first time, indeed the new strategy it seems) - so I feel this needs to get out:

1.) Vouchers don't ever work – and no one cares: They constantly offer "x% off sitewide" - just that it never ever works and more and more "exclusions apply" until actually the "sitewide" in real life only encompasses very few products

2.) What-the-fxxx-is-service-policy: There is absolutely zero service available - with zero I mean zero. No phone number, no possibility to connect, since no one answers emails, EVER. No matter how many times you write to them, no matter in how many languages, including French.

3.) Zero CRM: Being a customer for 17 years now, and I'm sure 7 in the webshop alone, I never received a thank you, a birthday wish, or anything special – ever. That's weird anyways – but for a luxury brand?

Also: The Webshop takes three years to load.

Long story short: I've been a fervant fan of a SL fragrances for 17 years now. I started when my fav was 68 euros, now it's 210 – I went with them all along – and basically NEVER got anything in return.
This year they started with vouchers codes who "don't apply".
And that did it: It is the very first year - in almost two decades! - that I won't buy ANYTHING from them cause I'm so annoyed by their zero-service-policy and marketing-as-if-our-customers-are-morons-strategy and figured that there are tons of other lovely high-quality fragrances in the market where you pay a LOT less and get a LOT better service and shopping experience.

If Serge Lutens can afford to lose clients they had for decades, well, then they're doing well I guess. Or not.

I ordered perfume for a gift to be delivered 27th Nov, it has not arrived 14th Dec. There is no customer service as you cannot contact them by telephone or email. It would appear I have been scammed out of £184.

Déplorable.
Commande pendant le black friday. Promotion applicable théoriquement sur tout le site et qui n'a pas été appliquée lors de la validation du panier.
Commande passée de deux bouteilles d'à la nuit pour un total de 420 euros (2 bouteilles de 75ml à 210 euros / bouteille). 4 échantillons étaient à choisir. Ils ne sont pas arrivés avec la livraison.
Plainte au service client (si on peut le nommer ainsi).
Réponse : nous n'avons plus d'échantillons.
Pour un parfumeur haut de gamme, rien ne l'est.
Les prix ont considérablement augmenté et la qualité du service est inexistante.

After placing an online order I read about people's experiences with not receiving their packages and grew anxious over how my order would go, but they shipped it out quickly and DHL delivered it just fine to where I live in the States. I might not have risked ordering if I had looked up the reviews first, so I suppose I'm oddly glad I hadn't.

However, I definitely agree with the people who said that you won't hear back from their customer service email (I'd emailed them about a minor question about the shipping address and it went unanswered). Fortunately I hadn't needed it. I can't tell if I got lucky or if the others here were unlucky.

The site offered a better deal than I was previously able to get from their former US distributors (lovely free bonuses and a discount code for next time!) so as a fan of this house I was overall happy with my experience.

Worst! Paid around $200 for a perfume that I didn’t get! I placed the order on December 2 and today is December 27 nothing yet! Just took the money from my account and got a confirmation email but no updates! Tried to contact them by email and request a call and everything I can find no response! This perfume is supposed to be a gift and now it’s too late! My advice never order from the website

I asked to be unsubscribed from their mailing list. I had 'unsubscribed' on their site six times to no effect.
I contacted the company who were then very rude and did not help.
It is annoying to receive endless emails I have not asked for.

I am an old customer of this exquisite niche perfumery brand since the early 2000.I always bought their perfumes via various department stores in Paris and London, never directly through them.
The last 5 years i reside in Greece and there is no distributor here so I had to make an online order.I did put in an order of around 300euros.
It took them 3 weeks to handle&ship my order and 4 weeks to get to me.That is 1.5 months.Meanwhile no one picked up the phone(during the office working hours, taking under consideration the time difference). They replied to my first e mail 1 week later only to apologize but without providing any information about my order. Then they ignored me. Also they informed me about the shipment of my order, over the phone(i called them) only to be told that it got sent a week earlier...so they never informed me about it and didn't provide a tracking number upon shipping. I received my order yesterday Jun11th2020.I put my order in on April28th2020. My order was shipped from Paris, France to Athens, Greece.
Also,I asked to be given samples from the more expensive perfume line, but they couldn't accommodate my need....:-/
The products range &quality are excellent, but their customer service(as in the lack of communication cold politeness, without actual meaning/resolving matters ) is very alienating and uncalled for. They won't be getting any more emails from me neither complains, nor orders.

Very poor service. No response on email. If package goes missing there is no chance of pursuing it with the company as they simply won’t respond to you.

If you don’t have some type of buyer protection you will be out of pocket. If you have buyer protection, be aware you might still not get your money back as the company is based on France and it will be a costly affair.

If you must have their products (I personally don’t) then look local at retailer.

Update:
I managed to get a refund from my credit card company.

Company still hasn't responded to any emails.