Review Time
A really thoughtful first experience
This was my first time ordering from La Mer and, although my parcel arrived damaged during delivery (through no fault of their own), I got in touch with customer services just to let them know. The response I received was kind, understanding, and genuinely caring.
They went out of their way to make things right and even sent me a gift as a goodwill gesture, which was completely unexpected and honestly made my day. It turned a small issue into a very positive experience and made me feel truly valued as a customer.
A wonderful first impression and a lovely start to my journey with La Mer.
A really thoughtful first experienceThis was my first time ordering from La Mer and, although my parcel arrived damaged during delivery (through no fault of their own), I got in touch with customer services just to let them know. The response I received was kind, understanding, and genuinely caring.They went out of their way to make things right and even sent me a gift as a goodwill gesture, which was completely unexpected and honestly made my day. It turned a small issue into a very positive experience and made me feel truly valued as a customer.A wonderful first impression and a lovely start to my journey with La Mer.
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.
Nothing but praise. Wonderful service!!Placed my order online and was dispatched the same day and arrived the next day. Everything was wrapping in tissue in gift bag.Presented lovely.Love there products and well worth the money as a little goes a long way so lasts you ages.Best skincare brand ever and my skin as never looked so good. Will definitely keep buying online. Love they have a rewards program even better you get rewarded for your loyalty.
What a joke. I was supposed to have an order on next day delivery. DHL did not turn up. Then I am assured delivery will happen the following week. Nothing. Tried to get hold of La Mer customer service by phone (on hold for 16 minutes gave up), nil response from chatbot and nil response via WhatsApp. NEVER mail order anything from these people they take your money and then don't give a toss whether you get your order or not.
La Mer, but Make It DelusionWalked 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.
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The story of the legendary Crème de la Mer began with an accident and ended with a miracle. Half a century ago, aerospace physicist Dr. Max Huber suffered from burns in a laboratory accident and began a personal quest to transform the look of his skin. ...
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