We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cosmetic Manufacturers

L'Oreal USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetic Manufacturers.

Complaints

This profile includes complaints for L'Oreal USA's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

L'Oreal USA has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 252 total complaints in the last 3 years.
    • 86 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/31/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 18, I placed an order on Lancmes official website and, shortly afterward, I noticed that the order page still allowed me to cancel. The order status was "New" with "Cancel Order" button available. I clicked Cancel Order button, and the system displayed a confirmation message saying that the cancellation was successful. I have attached a screenshot showing the cancellation confirmation message from their official website (****************************). As you can see, the system clearly stated: Your order has now been canceled. However, when I checked the order status again later, it had changed to In Processing. I contacted customer service immediately to explain that I had canceled the order and had a screenshot confirming the cancellation. However, they refused to cancel the order even it has not been shipped, and also declined to offer a free return. This is unacceptable. Their system gave a clear confirmation that the order was canceled, which led me to believe I didnt need to take any further action. If the cancellation had not been accepted, the system should have told me so at that time instead, it gave me false assurance and then reversed it without notice. This is a matter of misrepresentation and poor customer experience, not just about return policy. I hope the company will take responsibility and resolve this fairly.I am requesting the free return for the order.

      Business Response

      Date: 06/05/2025

      Please be advised the consumer was issued a refund for the amount disputed. We apologize for any inconvenience.

      Customer Answer

      Date: 06/09/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ******* **



       

      Customer Answer

      Date: 06/10/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Hi BBB team,

      After I submitted my BBB complaint, Lancme initiated a return request on my behalf without my knowledge or consent. I was not notified or given a chance to approve or reject the return.

      This return now comes with unfair and non-standard conditions:
      I must return free promotional gifts and a lipstick redeemed with ***** reward points, even though their normal return policy does not require this.
      They still charge a deduction fee despite confirming my cancellation earlier.
      Theyve also imposed a 30-day return deadline starting from the date they initiated this returnnot one I agreed to.
      Finally, I am now unable to initiate a return on the website, so I cannot choose the correct return flow myself.

      These changes appear retaliatory and punitive in response to my BBB complaint. I am requesting:
      A return label with no deduction,
      Only the main product needs to be returned (not free gifts or rewards),
      And the option to cancel the return altogether if I prefer.

      This makes me very uncomfortable. Please forward this as my response. I agree to make this response / comment public for this case. 

      Thanks,

      ******* 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ******* **




       

    • Initial Complaint

      Date:05/28/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered from Lancme online on 4-20-25 and after what seemed like a long time, I called on 5-9-25 having not received my package. I was informed that it was delivered on 4-23-25. On 4-23-25 I did receive a package intended for someone else. The was no carrier name on the package, so I attempted to delivered to the address, ******************************************. Not in my area, it was a gated community and so I called LOral, it was on the carrier label and they could not help me. I then ask the postal carrier, who had no idea who the label and tracking was from. Took it to fed ex who didnt know and **** who also didnt know. I then opened the package and it was a ***** product, so I took it to the store. I did not realize this was connected to my package. I informed Lancme of all this three times and all I received was that the carrier would contact me. Never happened. Today I received an email stating the dispute was closed with a picture of a package and my door step. Of course theres a picture, I received the wrong package. Im out $177.79 and not one person would listen to me. I just wanted my product and if someone had listened, they could have relaid to the carrier I got the wrong package. I even told the customer care ******************** agent on the phone they were going to say I got the package, they all three told me to wait and see what happened when the carrier contact me and then they could help after the process was completed. They even said it was in their notes, really!!! I did what I was told three times, proving no one listened to me and again, Im out a lot of money and all I wanted was the merchandise. Unfortunately, I have been a customer for more then 30 years and will never buy from you again!

      Customer Answer

      Date: 05/29/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ********* *******



       

    • Initial Complaint

      Date:05/12/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unfair Resolution Package Lost, No Communication, No Apology I am filing this complaint regarding a recent order I placed on Lancmes official U.S. website. My package was lost during shipment, and I only discovered the issue myself when I checked the tracking information out of concern the day before Mothers Day. Until that point, I had received no notification or communication about the problem. Despite my repeated attempts to resolve the issue with customer service, I have yet to receive an apology or a satisfactory resolution.The delay in notifying me of this issue was extremely disappointing, especially since the item was intended as a Mothers Day gift. To make matters worse, I have not received the promised refund yet.While I understand that shipping issues can happen, the lack of transparency, communication, and responsibility from Lancme is unacceptable. No apology was offered, and the attitude of the customer service team has been unhelpful and uncooperative.Additionally, I respectfully decline the offered coupon, as it does not adequately address the inconvenience caused. I am requesting that the item be reshipped, in addition to the refund already provided.Resolution Requested:I would like Lancme to clarify whether they received compensation from the carrier for this shipment.I respectfully decline the coupon and am requesting that the item be reshipped to me, in addition to the refund.I would like a supervisor or case specialist from Lancme to review and respond to this complaint.I am disappointed with the way this issue was handled and believe BBB intervention is necessary to ensure a fair resolution. Thank you for your assistance in helping to resolve this *************** in Question:Lancme *** Website: ****************************************

      Business Response

      Date: 05/16/2025

      Order was delivered and received by **************** closed the claim.  We sent compensation was provided to consumer on 5/10/25

    • Initial Complaint

      Date:04/17/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an order online and didn't like the product. I returned the order using the shipping label provided by the company. The items were received by the company on 3/31/2025 and to date I have not received a refund. I called customer service on 4/10 and talked with ******, I called on 4/11 and spoke with **** and my final call was on 4/17 with ****. No one can explain to me why my refund hasn't processed. order # ************ amount of ******

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint Against: CeraVe owned by Loreal **************** ************** Dear ********************** am filing a complaint regarding my experience with ****** customer service.I called CeraVe on Monday, April 14, and provided my full name, email address, and phone number. I requested to speak with a supervisor, but the representative refused and told me a supervisor would call me back the same day. No one called me back.I called again on Wednesday, April 16, and once again requested to speak with a supervisor. I was refused again. During this call, I also requested a refund for 4 ****** products I purchased. I expressed concerns about chemical ingredients in their products that I believe are linked to cancer and other health issues. I mentioned I had heard there were recalls and wanted to return the items.The products I am requesting a refund for are:2 x Facial Moisturizing Lotion AM with SPF 30 (3 oz each) $14.20 each (including tax)1 x Facial Moisturizing Lotion PM (3 oz) $14.20 (including tax)1 x Foaming Facial Cleanser (12 oz) $20.11 (including tax)Total: $62.71 I am disappointed with the lack of support and failure to escalate my concerns to a supervisor. I would like a full refund and an appropriate response from the company.class ation lawsuite against ******* Paris high levels of Benzene , Carcinogen lined to Leukemia and other blood caners Carcinogenic Sincerely***

      Customer Answer

      Date: 05/12/2025

      Better Business Bureau:

      At this time, I have not been contacted by L'Oreal USA regarding complaint ID ********. do not close this account.  is it possible that this is not the correct company name or address? when I saw on caravel bottle and search online it showed me Loreal

      *********** new your ** ***** **************

      Sincerely,

      ****** *****


    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Returned two skin care products to *******-*****, owned by Loreal ***, the end of January. I contacted *******-***** ***************) on February 17, 2025 because I had not received the refund. *******-***** stated that it takes 30 days to process and refund. I agreed and called back on March 31, ******************************************* my account within 7 to 10 days. On April 14, 2025 I still had not received my refund of $70.50 and the representative from *** told me that it had been processed but could not go into my ****** account for some reason and they would send me a paper check. *** stated at that time that it would take 3 to 4 weeks to process. I have been waiting on this refund for now 2-1/2 months and still nothing. They have my email account and should not have any problem putting the money back into my ****** account. Can you please help? Thank you.

      Business Response

      Date: 04/29/2025

      Please be advised that this consumer case has be resolved and was refunded

    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased on Mar 16, 2025 and my order number is ************, I purchased 3 quantity of sunscreen (Physical Fusion UV Defense SPF 50) and skinceuticals only refund me 1 bottles money.

      Business Response

      Date: 04/17/2025

      consumer was compensated for all three products 

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been buying ******* hair dye for many years now but I have had to complain so many times because the gloves are constantly ripping and I have to throw the hair dye away because I cannot apply it. This seems to happen more often than not and they really need to step up to the plate and fix the problem. I've been using ******* 6RB.

      Business Response

      Date: 04/15/2025

      Please be advised the consumer was issued a refund for the amount of the product and sent a coupon for the next purchase. We apologize for any inconvenience.

    • Initial Complaint

      Date:04/14/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of the transaction: April 2, 2025 Amount paid: $168.01 (paid via **** credit card)What was promised: One bottle of SkinCeuticals Triple Lipid Restore 2:4:2 (48ml) was to be delivered to my address at *************************************************Nature of the dispute:The package was marked as delivered by *** (tracking number: ******************), but I never received it. There was no package at the door, no delivery photo, and no signature. *** was unable to provide any delivery confirmation or location proof. This is a non-delivery issue, not a return or change-of-mind situation.Businesss response (or lack thereof):I contacted SkinCeuticals customer service multiple times via their official email *********************************** and website contact form. I received no reply to any of my messages. The business has not made any attempt to resolve this issue, and I have been left without the product or a refund.I am requesting a full refund of $168.01 due to non-delivery and lack of customer service response.

      Business Response

      Date: 04/16/2025

      Please be advised that consumer was compensated 

    • Initial Complaint

      Date:04/07/2025

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is **** **** with my company *********************. I was an ****** seller under my company where last year in June of 2024, I sold a batch of ****** products on Amazons marketplace (****** is product under ********* I then received an ** complaint from the brand rights owner (LOreal). Now for your information in case you do not know, "**" stands for Intellectual Property". ******* filing an ** complaint on my company means that they are accusing me of infringing on their intellectual property. They used this as the reason to get a third party seller such as myself to stop selling their products. While they have the right to tell someone to stop selling their products, that does not mean they do it in a manner that is not true. I never infringed on their intellectual property as my products were authentic. Since my products were authentic, I am therefore NOT infringing on intellectual property. I sent all of my ****** products into ****** ******************s and when I recieved the ** complaint from ******* in June of 2024, this made ******'s ****************** take products from my inventory and research them for authenticity. It was then confirmed on January 28th, 2025 after further review of my products and documentation that I am cleared to sell ****** again. Although ******'s ******************* cleared me, ****** informed me that my account will remain banned until the ** complaint gets removed by the company who filed it. For this to happen, ******* must remove the ** complaint off of my account. Once again, ****** was able to confirm this and I have attached proof of this notice from ****** clearing my products. This entire ordeal has shut down my entire e-commerce business on ****** and I have been fighting for the last 11 months to get my account back. I have lost tens of thousands of dollars in monthly revenue since June of 2024. I spoke to a lawyer and they advised I file a BBB complaint before taking this to court since I now have proof.

      Business Response

      Date: 04/23/2025

      Tell us :We've received your report, and the appropriate team is reviewing your request. You'll be contacted if further information is needed...

      Customer Answer

      Date: 04/29/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The response I received from the business was: We've received your report, and the appropriate team is reviewing your request. You'll be contacted if further information is needed...

      Since it is in the process of being reviewed, I do not want to close this case. If I close this case, that means I indicate the issue has been resolved when it has not been yet. If I close this case, I dont know when when or if I will be reached out to since the case is closed. Therefore I am rejecting this response to keep the case open. 


      Sincerely,

      **** ****




       


    L'Oreal USA is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.