The packaging on their shower gels is deficient - two of them, one Cherry Blossom Shower Gel and one Honey and Lemon Foaming Jelly, cracked, causing most of the product to leak out before I could use it. This was not due to misuse/mishandling by me - I used these shower gels as I would any other. When I sent contacted their customer service via e-mail to make them aware of this problem, I received a generic reply that essentially told me "sorry to hear that; we'll notify quality control." What a great reply for the loss of $40 worth of shower gel. I replied to their e-mail, letting them know that this was not really a satisfactory answer, and to date have received no response. I will no longer purchase ANY L'Occitane products, and am making sure I tell all of my friends about this poor customer service experience.

I just received the L'Occitane order I placed online on July 25. Although my total was US$107.57, I did not receive the Green Tea set that would be the bonus for orders above US$75.00 (as advertised on the catalog I had previously received). I am absolutely positive that I entered the promotion code provided on the catalog. After opening the package, I immediately called L'Occitane's customer service and explained the situation to the representative who answered the call. The person asked for my order number and after a few moments informed me that I did not receive the set because I had not added it to the order. Parenthesis: after I placed the order, I sent L'Occitane an email inquiring why I had not seen the Green Tea set in my order, and never received a response.

Back to the phone call, I asked the representative what she could do to solve my problem. I had waited until July 25 to place my order because, according to the catalog, that would be the beginning of the promotional period. The lady was not helpful at all and told me that nothing could be done, I should have checked my order before placing it. I said there should be a way to send me just the set. The girl kept repeating 'We don't have the product mam'. I told her I was at the computer, looking at the L'Occitane website while I was talking to her and the offer was on the home page. She just kept repeating 'We don't have the product mam', 'the supplies are over'. I asked her to speak with her supervisor, she said there was no supervisor. She was extremely rude and told me to call back the next morning. I asked her name and she answered with the supervisor's name (barely audible). I asked her again for her name and she hung up on me.

Needless to say, I am very unhappy with L'Occitane's customer service and I want to make sure everybody knows what to expect from that company.

Morena