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"I have no idea why YR rating is so low.I placed my order on Feb 2nd, received a shipping notice on Feb 4th, and my package arrived on Feb 11th.I first contacted customer service on Feb 2nd to get my customer number so I could keep track of my order. I received a reply on Feb 4th.I ordered the Moroccan Clay Mask and when I first used it on my face, I felt a burning sensation at the beginning. I contacted the customer service on Feb 16ht for the second time just to ask if it was normal or not. I received a reply on the next day asking me to describe the symptoms. I replied on the same day, Feb 17th, and received a reply on the next day, Feb 18th. On their last e-mail they informed me that they were processing a refund! The customer service is amazing! I had never asked for the refund and that wasn&#039;t my intention, specially because if the product doesn&#039;t work for me, I&#039;ll give it to someone else, of course. This shows that they go out of their way to make sure we are happy with their products.This was the first time I ordered from YR and I&#039;ll definitely order again!"
"Dear customers of Yves Rocher! Don't fool yourself. They do not care about you. I ordered Cacao and Orange gift set among other things to send to my daughter as a Christmas gift. Yesterday I received a shipment notice that didn't include the item. I wrote to the customer service. No answer. I called. While I was on hold I heard this item being advertised multiple times. When I got a chance to speak to a customer service representative who barely spoke English, I got the answer, "It was a limited edition, we ran out of it and excluded it from your order". I asked why Yves Rocher's website had allowed me to place the order on the first place. The answer was unexpected. He said, "It was computer who did it, not a human being or anybody in the company". Well, I think computers are taking over the world starting with Yves Rocher. Attention! Rogue computer alert! This ranks right up there with the all-time classic, "My dog ate my homework."I asked why they changed my order without consulting me and of course didn't get a clear response. I wanted to stop the order but the only option was to receive it and to send back on my own expense. Terrible customer service. So much for advertising "stress free holiday shopping from convenience of your home".As the person on the phone didn't make sense to me, I asked to talk to the supervisor. No luck. Got a reply that the supervisor will call me back but the time was not specified. So I guess it will not be any time soon if ever. Moreover, after talking to the customer service, I am also not sure whether the supervisor can be of any help. Anyway, the intended Christmas gift is ruined.I have been a loyal customer and a passionate fan of Yves Rocher for years. Not sure now. "
"Bought the Eau de Parfum Secrets D'Essences Voile d'Ambre 50ml perfume on offer for £14.50, took ages to send out and when the invoice eventually arrived was only 30ml!!! I contacted them immediately, very politely to say it was wrong and got this response : 'Dear Miss Havs, Thank you for your e-mail requesting that your parcel should be cancelled. Unfortunately, your order has already been despatched.My suggestion would be that when the courier attempts to deliver your parcel is for you to refuse it.The item number 01337 is for the 30ml EDP Voile D'Ambre. It does state this on the website underneath the quantity. The product code for a 50ml bottle is 61693. We apologise for any inconvenience caused. If I can be of any further assistance, please do not hesitate to contact me.Kind regards.Jessica HedleyYves Rocher Beauty AdvisorVisit us soon on www.yves-rocher.co.ukHappy Surfing'However, I actually took a screen shot when I alerted them to the fact the invoice was wrong, proving it said 50ml, and at the time I received the email from Jessica Hedley, it STILL says 50ml! Which I also have screen shot so have proof of.Do not order from them, they are slow inaccurate liars with obviously awful customer service.AVOID LIKE THE PLAGUE! "
"I don’t recommend placing an order here. Their products are great (especially as they don’t test on animals) BUT the shipping process is definitely a problem. It feels like I have been waiting for ever for all parts of my order to arrive…some have been delivered but some items were out of stock, so I’m still waiting."
"Poor customer service. Billing is nuts when you need a replacement for something lost in mail. Shipping the worst I have ever seen (to big box for a few items, no packing and poor tape job). Products marginal at best. Would never order again. "
"Someone fraudently opened a new account at YR and charged an order to my credit card. Some of the information provided was correct and some information was completely wrong. Unfortunately they got the card number right and YR processed it. The credit card company said it is a security issue at YR and that they should be checking more carefully. YR was not very cooperative in helping to resolve this fraudulent purchase. I question how secure anyone's credit card number is with them. "
"The most frustrating experience ever! Never-never again! I have been waiting to receive my complete order for 1,5 months already and keep waiting... Absolutely useless customer support. Endless email exchanging.. and still nothing.. Stay away!"
"Horrible customer service. I used to be a regular shopper with YR, not anymore. This was the last purchase I ever made, thanks to their "lack of" customer service. They charged me twice for an order I made 2 months ago and shipped me two identical packages. I returned one to sender. After almost a month passed, they're telling me they haven't received the package and so, they don't return my money. The package was not opened and the post office did not give me any tracking number unless I paid for it which I didn't. I don't know who's telling me the truth, but I know one thing, none of it was my fault. I just disputed the 2nd charge on my credit card. Will see what happens, one thing for sure: I deleted Yves Rocher from my list of shopping!!!"
"My order was placed on June 21. Shipped on June 28. And arrived July 10. I realize that not every company has the logistics of Amazon, but this is still too long for a modern era online retailer. Customer service was fine for me, they answered my questions and gave me my tracking number.Additionally, they substituted an out of stock item that I had ordered with a similar item and didn't tell me. I noticed when it arrived that it mentioned the substitution on the invoice. I personally didn't care at all about this, but I can see how this could have been an issue or how someone else might not appreciate the substitution. It's my opinion that they should have notified me that the product was out of stock and given me the opportunity to pick a replacement prior to shipment."
"I just ordered some products over the internet and deceided to cancel my order. The customer service responded they could not do this and I had asked for tracking information at first,never realy received the question I asked in the first place. I couldn't get into my account either on their website they didn't have any of that info on record. I have never dealt with such inferior customer service."
"This is the worst company to deal with when trying to prove I've made a payment. Their collection company has been calling me every Sat am @8am a year after I paid it off. Numerous phone calls results in nothing but lies., their billing system is very confusing and their managers won't do their job. I have been a customer for 20 yrs and they could care less."
"Great store, lots of natural products. Check out their special sales sections where you often find things at 50% off. Good men's scents too! I had some shampoo freeze and leak and the replaced it and sent a new one for free:)"
"Some good products. Terrible customer service. I've ordered from them for years, all of a sudden in the small print they slap on an additional $20 shipping fee which I didn't see so I get a past due bill from them (and the shipping took 2 months to reach me). I can't call them as none of their toll free phone numbers work from my area code. Wrote them a letter and they replied by email, asking me to call their customer service numbers which I already told them don't work from my area! I'd be happy to pay to call and speak to someone but they don't provide a regular phone number.I'm just going to send them the $20 to be done with it and NEVER order from them again."
"Yves Rocher is very much a hit and miss affair. YR has great Marketing and good products. The very opposite can be said of their logistics and product fulfillment.YR caters to female audience, selling via catalog and online. They marketing MO is "natural" products and free "gifts" (i.e. trinkets and samples you get with each order). When everything works you can get quality products for reasonable prices. You have to wait for your shipment, as they don't offer any expedite shipping or order tracking. In past few years, I've ordered from them maybe 3-4 times, and had no problems or needed to call CS. But let me tell you about my most recent experience. I ordered 1 item via their website, and got immediate email confirmation, but no further communication from YR. A large package arrived 10 days later. When I opened it, there were bunch of trinkets, free product samples, promos, and their catalogue in there -- but, most importantly, my order wasn't in there!!! Packaging mistake? No, the included paper invoice actually says "Product unavailable, please order in 3 weeks". No way! I check the site again and the product is still listed with no indication that it's on backorder or out-of-stock. I call customer service (cute, they are all women with French accents). First two times I get disconnected in the middle of my inquiry. WTF! The third time, CS rep confirms that they have the item in stock. I had to spend time finagling to get the original promo discount, but finally she takes my re-order request. Can they expedite the order? "No, we don't offer expedite shipping". Do I get a confirmation number or email confirmation? "No". How do I know there won't be problems with this order? "Check, your credit card statement in a few days. If it was in stock and we shipped it, your cc statement will show the charge". Not cool, not cool at all. "
"Have been ordering from them for the past 2 years. The customer service is so so, and most of the time the orders get in after the 10-day window. A couple of times an item was missing and they sent it to me later after I called them. Regardless of all the time wasted on the phone with the customer service THEIR PRODUCTS ARE FANTASTIC. so if you have the patience, the products are WORTH IT. The representatives on the phone are clueless - they will tell you that they can not transfer you but the day before they did. They will tell you they can not see the date you placed the order - all they see is an amount. they will ship out your order 1-2 weeks after you placed it and then tell you you'll receive it in 10 business days.....etc.... I can continue....I have spent countless hours on the phone with Yves Rocher and I wish there was a store in the US where I could buy the products. There are many stores in Europe. I'm hoping one day I will not have to call their 888 number ....until then "
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