On March 22, 2025 at 22:10, I placed an order with La Roche-Posay (Order No: 470 290 480 1) for two items:
Hyalu B5 Plumping Serum 30ml (for sensitive skin)
Mela B3 Dark Spot Correcting Serum 30ml
However, instead of the serums, I received a 400ml Effaclar Duo face wash on March 26 at 14:41. Only one item was in the box, not two. I immediately submitted a complaint for wrong and missing items, attached photos, and requested proper fulfillment.
The company then created two separate return codes, but only one of them worked—because I had just one incorrect item in hand. I returned the face wash using one of the codes, and they accepted it. But the second product—which I never received at all—was wrongfully rejected for return. I then submitted another complaint, only to be met with accusations that both products were sent and I was essentially lying.
They even had the nerve to send me a video of the packaging process—yet the actual cargo weight (desibel) listed by the shipping company proves otherwise. One 400ml bottle matches the shipping data. Two 30ml serums would have registered a significantly lighter parcel, and this discrepancy is easily verifiable by comparing weights.
This isn’t just poor service—it’s insulting. Blaming the customer when you clearly shipped the wrong product is completely unacceptable. The fault lies in your packing or labeling process, not with me.
La Roche-Posay, you’ve not only failed to fulfill my order but also publicly disrespected and wrongfully accused me. I am now pursuing this through all legal and consumer protection channels, and I refuse to pay for a product that I never received. I will do everything I can to make sure this issue is heard and resolved appropriately. Own your mistake and fix it now.
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