Extreme disappointment

I am disappointed and frustrated regarding an online order I placed on 31 May 2025 during their one-day special on the La Roche-Posay products.

I ordered the following items as part of the 50% promotion:

2 x MelaB3 cleaner

1 x MelaB3 serum

1x spf50 sunscreen for dark marks

1x ultra concentrate serum

On 03 June 2025, I received communication from their team advising that stock had been secured and was awaiting shipment from the supplier. It also stated that shipment to me will be done by the 08th of June. I was then provided with the option to either request a refund or continue waiting for the items. I selected the option to wait, fully expecting that my order would be fulfilled shortly thereafter.

To my surprise and frustration, I have now received a follow-up email stating that they are unable to supply some of the items I ordered, with a generic instruction to check my account for details. When the account was checked, a store credit was given without discussion or being informed. This is unacceptable, particularly given that I checked their website this morning and saw the same products available—albeit now at full price.

I was then only given 3 vouchers to get three items at 50% off, yet I have not received 5 of the products that I had ordered.

It is both unfair and misleading to cancel or partially fulfill a promotional order weeks after it was placed, while simultaneously offering the same products to the public at regular pricing. This undermines the trust I have placed in their brand and makes for a highly disappointing customer experience.

Please escalate this matter urgently and provide clarity on when I can expect to receive all 5 vouchers for the products not received, as the order was accepted and it is unfair to the customer to do as they please weeks after the order was processed