Serge Lutens Reviews 

Parfums dont la qualité s’est considérablement dégradée.
Service client médiocre.
Dommage.

I placed an order SLUS11461 on August 20 and it has been stuck in US customs since August 25. I asked customer service for the supplier details required by FedEx — no response. Instead, I only receive copy-paste replies, even to my request to cancel the order under Serge Lutens Terms & Conditions (clause 7.2 late delivery). This is unacceptable, I’m totally disappointed
Don’t trust delivery 5-7 days in US. I can’t receive my order for more than 1 month and I even can’t return my money (which Serge Lutens is eligible to return according to 7.2 clause of their own terms and conditions)
If you don’t want to end up without your order and money, beware of ordering form their website

Votre premiere et rapide reaction m'honore
j'attend avec beaucoup d'attention , votre réponse
à ma demande qui j'espère sera positive
cordialement
Alain.Beauvais

Besonders einfache, unkomplizierte und schnelle Abwicklung! Sofort die Versand Nummer bekommen. Unglaublich großzügige Geschenke bekommen. Großartig!

The customer service in the online store is terrible. The parcel has disappeared, for two weeks I have been receiving the following replies: Dear Madam Sergeev,

Thank you for your message.

Your package seems to be stuck in transit and we apologize for this situation.

We have just opened an investigation with our carrier to understand the status of your package.
We will get back to you as soon as we have more information.

Wishing you a pleasant evening.

Yours sincerely,

Camille

Nobody does anything!👎🏻 Do not order from their website.

Ils sont à la fois rapides et attentionnés, et en plus très aimables. Mes questions ont été soigneusement répondues, et j’ai pu acheter le produit que je voulais. De manière générale, je suis déjà amoureuse de cette marque – elle propose des produits de qualité et uniques à tous points de vue. Merci.

I was asked to submit my experience with my Serge Lutens customer service representative, Camille, and I am only too delighted to comply with this request! I shall share my experience here:

Camille was brilliant! I had received a confusing notification from the payment app that was used to order one of my most favorite fragrances from Uncle Serge, L’Orpheline, straight from France. This notification said that my order was already delivered, but to an American state clear across the country! Very concerned (ok, I admit, I actually panicked😅), I immediately notified the Serge Lutens company. Camille promptly sent me an email with tracking information relaying every single detail of my order from France to the United States, at which time I was able to see that it had already arrived safely to a sorting hub in my neighboring city of Jacksonville Florida. I greatly appreciate the swift and compassionate response from Camille on this matter, as this fragrance is so dear to me! Bravo!🤗
👏🏼👏🏼👏🏼

I ordered the bell jar of jeux de peau directly from their website. It arrived damaged. I contacted customer service and they kept telling me that they were waiting to hear back from their quality control team. They wasted my time and then completely ghosted me!

Premium prices for really poor and cheap customer service! Actually unbelievable. I will never buy from serge lutens again.

Dans le cadre de mes études, j’ai pu découvrir l’univers de la maison Lutens. Nous avons été très bien accueillies au sein de la parfumerie où nous avons pu découvrir les parfums symboliques de la maison. L’ambiance astrale est très apaisante. Merci pour le temps que vous nous avez consacré.

I always thought Serge Lutens was a luxury brand, but this experience completely changed my mind.
I waited two weeks for support to fix a problem with my first order—my 10% welcome discount didn’t work. To speed it up, I even suggested placing the order manually, but they ignored my request and kept repeating the same response: "I have just forwarded to relaunch our teams. We will get back to you as soon as possible on this subject," wrote their manager, Camille. But no one ever got back to me. No solutions, no offers, just delays.
In the end, I placed my order without the discount, hoping at least to get "A complimentary trio of miniatures for purchases over 240€*" promised on the website. But only one was added to my cart though my oder was over 400€. When I contacted them again, they first gave vague replies and then just stopped answering me. Only after I messaged them on Instagram did I finally get a cold email saying they couldn’t change my order.
No apology, no compensation, not even an attempt to fix anything.
For a brand that presents itself as high-level, this level of customer service is shocking. How can they treat customers like this? If you value good service, think twice before ordering from their website.

commande sécurisée
suivi impeccable; si vous avez un doute , une question, le lien de contact est facile d'accès et vous avez toujours une réponse.
commande faite le lundi, reçue le samedi.
mail pour avertir de l'envoi et également mail de la poste qui nous donne une date de réception.
Colis très bien emballé, chaque parfum est dans une pochette, les échantillons aussi. Très classe comme en boutique ! je recommande et remercie Camille qui suit nos commandes et est toujours présente pour répondre à nos questions.

Je balisais comme pour toute commande Internet, à tort, la marque de luxe assure royalement, processus confortable, dans les temps et en ouvrant le carton, tout est emballé "classe", émotion presque proustienne, transporté par imagination dans l'ambiance magique et du service impeccable au Palais Royal... Tubéreuse Criminelle était au rdv de la Saint-Valentin (en Belgique!)...

J’ai été cliente il a de nombreuses années et puis j’ai eu envie de changement. Et puis je me suis rappelée de certaines effluves qui me manquaient donc j’ai à nouveau commandé mon parfum favori Rahät Loukoum,il n’a pas changé toujours aussi chaud et réconfortant un délice. Pour le service client tout simplement parfait,c’est celui que l’on attend d’une maison de luxe comme Serge Lutens. Merci,Lexie G.

I live in Oregon, USA. I made an order on November 8, 2024. I paid $ 79 for a set of miniatures and promised 4 samples as a gift. Today is January 17, 2025. The site reported that the parcel was delivered, but by tracking number, the parcel did not even leave France. Support service replies that it will be investigated, but months have passed, and nothing is decided, they ignoring e now. I am disappointed with this company. I have several bottles of these fragrance purchased in the United States. It was my first order from the SL site, but won't buy any more. I did not return money, my order was not delivered. Product comments on the site is removed. This is the end and disappointment in this brand.

I also had a terrible experience with this company. Heed this warning and others below and do not order anything from them unless you are prepared to lose your money. My experience was similar to others with a twist. I placed an order for a bottle of perfume at the beginning of November and paid with a credit card. The company offered four complementary perfume samples with the order which I selected when I placed my order. I received a package from Serge Lutens in a timely manner. When I opened the box, the four samples of perfume were inside. However, my bottle of perfume was NOT in the box. I immediately contacted this company and was informed that the matter would be looked into. I asked for updates several times and was either ignored or told the matter was being investigated. The perfume was meant to be a Christmas gift for my niece. I had no present for her which was embarrassing for her and myself. Lesson learned, do not order from this company. There are a lot of excellent perfumes available from retailers that are reputable and trustworthy

La maison Serge Lutens envoie ses colis sans signature… je vous laisse imaginer ce qui peut se passer en période de forte activité comme à noël. Colis déclaré livré en boîte aux lettres alors qu’il n’y rentrait même pas. Et depuis, le service client fait le mort. Un conseil : fuyez le site internet si vous voulez sauvez votre argent. Pas de SAV. Numéro de téléphone mentionné sur le site : n’existe pas. Un calvaire. 240€ dans la nature et une maison qui semblait de haute qualité qui n’est en fait que de la poudre aux yeux.

I have been shopping at online Serge Lutens boutique for 5 years now.
Last week I got my latest order and I am absolutely happy with it. Even though December is a busy month, my order arrived within 7 days (France to the UK). Everything went smooth this time and I was pleased the courier in the UK was changed from Parcelforce to FedEx.
Serge Lutens has been my favourite brand for years and I am happy they brought back my signature tuberose perfume back in stock after the long break, the latest batch is totally sublime, extravagant and arresting.

J’ai apprécié la qualité de l"écoute de Camille et votre offre,jj"attends donc de revoir la recharge et vous remercie de votre attention et du sérieux de la prise en compte de cet incident.
Recevez l.expression de ma considération
Jeanne Marie Lelu

I am beyond frustrated with my recent experience with Serge Lutens. On October 1, I placed an order for a bottle of **Fille en Anguilles**, excited to take advantage of their promotion that promised two complimentary 10 ml bottles of perfume with any order over 200 euros. However, when my order arrived, guess what? No additional samples were included!

Since then, I have reached out to their customer support team **over a dozen times**. Each time, I receive vague responses, telling me to wait for a resolution from the "right department." It feels like I’m talking to a brick wall. I’ve provided all the necessary information, yet I keep getting the same meaningless replies that do nothing to solve my issue.

I can't shake the feeling that I’ve been misled and treated poorly as a customer. It’s incredibly disappointing for a brand that I thought valued its customers. The lack of accountability and communication is astounding. I feel scammed and utterly let down by a company that should, by all means, care about its customers' experiences.

If this is how they handle customer complaints, I highly recommend thinking twice before placing an order. This is not just poor service; it’s anti-consumer behavior at its worst. Save your money and look elsewhere!

Ci sono stati problemi iniziali con il sito, ci deve essere sicuramente qualche problema tecnico, ma alla mia mail di richiesta di supporto ha risposto prontamente la Sig.ra Camille, che è stato oltre che paziente, gentilissima nell' aiutarmi a risolvere tutti i problemi. Esperienza con il sito sicuramente non fantastica ma il servizio clienti ha dimostrato professionalità e cura del cliente. non mi resta che attendere il pacco ☺️