Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  L'Oreal USA

  10 Hudson Yards New York, NY 10001

• 

  L'Oreal USA

  133 Terminal Ave. Clark, NJ 07066

• 

  Clarisonic

  17425 NE Union Hill Rd Ste 150 Redmond, WA 98052

• 

  L'Oreal USA

  PO Box 98 Westfield, NJ 07091

• 

  L'Oreal USA

  7080 New Buffington Road Florence, KY 41042

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.

• Initial Complaint

  Date:02/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  The items I ordered were in stock when I placed and paid for my order. Now my order status shows the items are out of stock. I spoke to YSL on 2/15/24 and 2/20/24 and they indicated that they do not know when the item will be back in stock and that they cannot cancel the order and cannot issue a refund. I asked to speak with manager and they refused to let me speak with anyone else. I am requesting a refund if $53 at this time.

  Customer Answer

  Date: 02/22/2024

  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:02/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Placed an unneeded order to specifically take part of a promotion. I wanted to try the lip gloss offered & the free full size Genifique Eye Cream on offer. So I bought early a small bottle of product I already use. That way it's not a wasted dollar if dont like the two free items. I had to choose my full size product & did. It is in confirmation email after purchasing. Package arrives and got everything in promotion but my free full size item. When I went to chat they told me couldn't help me bc promo was over. That's not my problem, promo was 100% going when ordered and email proves it. Told put of luck & given a 10% code I will never use. 10% is not equal to what I was jipped, does nothing nor why would I want to buy something else when they can't follow through. I sent an email through the help form and after giving my issue it took multiple emails from me for 2 weeks before got help. To be told promo is over & they don't have the product anymore. 1, promo was going when I purchased. 2, you do have it bc its on the site now, even included the screenshot on their site from today. 3, It's simple. You see the proof, you know I did what I was supposed to, you have it on your site in stock now...you send it out immediately with your apologies. That's what an honest business does. Instead people are lying about availability, telling me promo over when it doesnt matter if going now or not bc it was when I ordered, and acting like a 10% code that would save me maybe $15 is equal to the $80 cream I was shorted and spent $144 2 mths early to try to possibly add another product of theirs to my regular buy list. Lancome has no customer service loyalty and no honesty. Should be ashamed of themselves. People work hard for their money. Should have bought more from ***************************** instead of giving my money to them.

  Business Response

  Date: 02/23/2024

  We apologize for your recent experience. Lancome makes every effort to provide the best possible service and we always want to know if we have not met that expectation. We will be sending you the Full Size Advanced Genifique Eye Cream as requested. Your *** Tracking number has been emailed to you. The expected delivery date is 2/24/24. Should you have any further questions or concerns, please do not hesitate to call us at: ************** M-F 9:00am-5:30pm EST. We apologize once again and appreciate the opportunity to be of service.

  Customer Answer

  Date: 03/05/2024

  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. HOWEVER,  it should have never gotten this far because of multiple people. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a face wash product from this company and after using it I noticed it bleached my clothes in several spots as well as towels I used to dry my face. There are bleach stains from droplets of water that fell off my face onto my shirt. Totaling in about $300 worth of product that was ruined. One if the items ruined was a $90 custom sweatshirt that was worn one time. All I am asking for is credit for that product ONLY. I am not asking for anything else except enough to cover replacement of that product as it is expensive and sentimental to me. I have gone through the company for a month now only to be offered coupons and a rebate of $25. I dont plan to ever purchase this product again, and honestly it has been trashed. I just want the money that was spent on this sentimental item. The product does state that THE PRODUCT MAY cause bleaching. However, it does not state that bleaching can still occur after the product has been rinsed off and dried. The product itself did not come in contact with the sweatshirt.

  Business Response

  Date: 02/13/2024

  We sincerely apologize for your recent experience with our product. As per your conversation today with our supervisor, your refund check will arrive from ***************** ***** within 3-4 weeks to cover $65.00, which includes the agreed upon amount of $45 for half of the sweatshirt and $20 for the product. We appreciate the opportunity to assist you with this matter.
  

  Customer Answer

  Date: 02/20/2024

  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:02/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am filing this BBB complaint to bring to your attention the concerning issue regarding my recent order, ************, placed on January 15, ****, with express shipping.Despite paying extra for express shipping, I have not received the order, and it has been 10 days since the expected delivery date via ***,tracking number ******************. Unfortunately, my attempts to contact ********* over the phone have been unsuccessful, leaving me with no information on the status or whereabouts of my order. *** has no knowledge where this parcel is either and I was suggested to contact **********This situation is causing me significant stress, as the order was of utmost importance to me. I am uncertain about where the order was left or who received it. Given the circumstances, I find it necessary to request a full refund of the $476.22 I paid for the items.I understand that unforeseen circumstances can occur, but it is crucial for Kerastase to fulfill its legal obligation to ensure customers receive their orders. I would appreciate immediate attention to this matter and a prompt resolution. If the refund is not processed within a reasonable timeframe, I inform you that I may have to explore legal avenues to protect my consumer rights.I value your prompt attention to this matter and hope for a swift resolution.

  Business Response

  Date: 02/02/2024

  We sincerely apologize for your recent experience with the delivery of your order.  We tried to reach you by phone but were unsuccessful. We would like to assist you. At your convenience, please give us a call at ************ M-F 9am - 5:30pm EST and provide reference #********.We look forward to hearing from you.

  Customer Answer

  Date: 02/07/2024

  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:

  Hello ********,

  I attempted to reach you at ************ without success, as you were unavailable. The representative with whom I spoke informed me that you would return my call on the next business day. However, I have not received any communication from you.
  In my capacity as a customer service professional, I prefer to conduct all correspondence with ********* in writing. I must emphasize that should this matter remain unresolved, I will pursue legal recourse. Consequently, I kindly request that all communication be documented in written form.
  Regarding my order ************, it was inaccurately marked as delivered by *** on Saturday, the 20th of the previous month. Despite my efforts to resolve this matter with ***, I have been directed to contact *********. As today, February 7th, marks 18 days beyond the promised delivery date, and considering that I have yet to receive the goods, I hereby request the cancellation of the order. Furthermore, I request a full refund credited to my original method of payment.

   Best Regards,

   

   

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

  
  Sincerely,
  
  * *******
  
  
  
  
   
  

  Business Response

  Date: 02/15/2024

  We sincerely apologize that we were unable to connect with you directly via telephone to assist you with this matter. We have issued a full refund for your order to the original method of payment. Please allow 3-5 business days for you refund to reflect in your account. We appreciate the opportunity to respond.

• Initial Complaint

  Date:01/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 order ************ has not arrived. I placed this order on January 10 **** and *** *******************) shows it as delivered but to this day, 20 days later, I have yet to receive this shipment. I have contacted *** and Kerastase multiple times both via email and phone but no one is responding to my emails. This is ridiculous and I would like my money back. Please issue the $422.03 back to my bank account. Thanks

  Business Response

  Date: 02/02/2024

  We sincerely apologize for your recent experience with the delivery of your order.  We tried to reach you by phone but were unsuccessful. We would like to assist you. At your convenience, please give us a call at ************ M-F 9am - 5:30pm EST and provide reference #********. We look forward to hearing from you.

  Customer Answer

  Date: 02/07/2024

  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:

  i have called Kerastase numerous times over the past few days at the number provided and despite giving them the reference number they told me that I have to wait 10 days to hear back from them. I have been told this 3 times already - at this point it has been almost 30 days since placing this order. I do not want to call anyone as I am exhausted of having to chase this up and wait on the phone for hours so I am requesting for my money back immediately. This order was placed on January 10 **** and I have yet to receive it. Customer service has no knowledge whatsoever on how to deal with customers. DO NOT order from KERASTASE because if you ever have any issues with your order they will not assist you. Issue the $422.03 back to my bank account and stop avoiding on having to find a solution. I do not recommend Kerastase to anyone.

   

   

   

   

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

  
  Sincerely,
  
  ****************** Jlncmn
  
  
  
  
   
  

  Business Response

  Date: 02/15/2024

  We sincerely apologize that we were unable to connect with you directly via telephone to assist you with this matter. We have issued a full refund to the original method of payment. We are also processing a replacement order for you.  Please allow 3-5 days for your refund to reflect in your account and once your order is shipped, you will receive a confirmation email. We appreciate the opportunity to respond.

• Initial Complaint

  Date:01/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order on Lancome's official website on September 13, 2023, PST, totaling $727.82. I opted for 2-day shipping, for which I paid an additional $15. The package was dispatched on September 14, 2023, and was expected to be delivered by September 16 or 17, 2023.However, Lancome used ground shipping instead of the expedited method I had paid for, resulting in the package being delivered on the afternoon of September 19, 2023. Unfortunately, I had already left for a month-long trip on the morning of September 19, 2023, and by the time I returned on October 27, 2023, the package was nowhere to be found.Given that Lancome did not fulfill their commitment to expedited shipping, which I had paid extra for, I believe it is their responsibility to compensate for the lost package. I have contacted Lancome twice regarding this issue, and each time I was told that my complaint would be escalated to a supervisor and that I would receive a response within 24 hours. However, I have yet to hear back from them.My account with ********************** is registered under the email address ******************* and the order number is ************* The tracking number provided by *** is ******************.I have attached the detailed order and shipment information for your reference.Really appreciate your assistance in looking into this matter. Thank you.

  Business Response

  Date: 02/02/2024

   We sincerely apologize for your experience. Unfortunately, we are unable to issue a refund for your lost September order. As per your conservation today with our supervisor, this order followed our standard processing time with 2 business day delivery. We appreciate the opportunity to address this matter and regret that we are unable to assist you further. 

• Initial Complaint

  Date:01/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed and order on 01/24/2024 and entered the. Correct shipping address. Upon submitting my payment the shipping address changed to the wrong address in a different state. I immediately contacted costumer service to cancel my order or change the address to the correct one. This was all before fulfillment of the order or before the order was shipped. The costumer service said they dont cancel orders and they not willing to change the address. And it is my problem to solve. They are taking my money for nothing at this point.

  Business Response

  Date: 01/30/2024

  We sincerely apologize for your order experience. As per your conversation with our supervisor, a refund for your order has been issued to your original method of payment. We appreciate the opportunity to assist you with this matter.

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dear L'Oreal USA/Luxury Beauty ********************** Team,I hope this message finds you well. I received a 3.4oz Maison Margiela Matcha Meditation perfume as a gift from my friend, which was bought from one of your Luxury Beauty Stores. However, I've encountered a quality issue with the product. I did not find the email address to the Luxury Beauty Store so I submit a case here through BBB and seek a solution.My friend saw a good discount in your ********* store, so she bought and shipped this perfume as gift to me in ******** and I received it tonight. Upon removing the plastic wrap and opening the box, I noticed a strong scent indicating a possible issue with the sealing. Further inspection revealed that the metal lid/spray part with thin white ropes, is loose and malfunctioning. The metal part can be rotated as long as I twist it, but it cannot form a tight seal. This an issue I never encountered in my previous purchases of Maison Margiela products, based on which, the metal lid cannot be rotated.I am very upset with this experience and it is a concern that affects the quality of the product. I have many perfumes and cannot consume it quickly, let alone it is a big size one. I am worried that the perfume diffuses quickly or the scent changes, given the poor sealing of the bottle. Considering the shipping and fuel costs and that it's a gift, I do not want to ship it back to my friend and ask her to exchange it and send again to me. I wonder if I can request a replacement for this item directly from you. I believe this aligns with the high standards of customer satisfaction that your store upholds. Please let me know if you need the receipt. I feel a bit embarrassed to ask my friend for the receipt, but if you need it for validation, I can bother her.Thank you for your attention to this matter. I look forward to your response and a resolution.Best regards,**

  Business Response

  Date: 01/24/2024

  We sincerely apologize for your recent experience with our product. As per your conversation today with our supervisor, we would like to send a pre-paid return label to return the product and once received, we will issue a refund check. Unfortunately, we do not have replacement products available to send. We understand that our offer is declined at this time and you will try to return to the place of purchase for a replacement . However, if you need anything further from us, please do not hesitate to contact us. 

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2 shamppp and 2 conditioner for gift. What I received was 3 shampoo. They were not open for holidays so I went and repurchased the two sets elsewhere and called Pureology when they opened back up. First rep said they would refund for the missing items but I had to pay the shipping back to get my full refund. I stayed it was their error and I wanted to send back the incorrectly shipped items for a full refund. The put an order to a manager who never called back so I reached out two days later and talked to ***************** who stated since it was their mistake i could send a pic of the items received w/invoice. I sent as we were on the phone and he verified the mistake and said to keep the 3 shampoo and he would refund me the $109.72. Day later email stated I only was refunded $54.86. I called back and spoke with another rep who stated they will only refund me for what I didnt receive and that I could not talk with ******* (*****************) or manager. After demanding I speak with someone who knows whats going on she kept apologizing saying there was no one I could talk to.

  Business Response

  Date: 01/23/2024

  We sincerely apologize for your recent experience with your order. As promised in your original contact, we has issued a refund in the amount $54.86 of for 2 Strength Cure Shampoo's to the original method of payment. Please allow **** business days for the refund to reflect in your account. We appreciate the opportunity to assist with this matter. 

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  RE ************ AND ************ I recently purchased the referenced orders. The products were not satisfactory and I have attempted to generate return labels online that did not allow me to do such function, and when I discovered I could not generate them I contacted Kerastase customer service on at least 5 different occasions asking for assistance within the alloted timeframe, to which they did not respond or just gave me the runaround.I am owed an outstanding refund the sums paid in association with these orders and have undergone lots of lost time and inconvenience just trying to get a basic refund that is entitled per their self published return policy.

  Business Response

  Date: 01/23/2024

  We sincerely apologize for your recent order experience. As promised, we have issued refunds for your orders to the original method of payment. Please allow 3-5 business days for your refunds to reflect in your account. We appreciate the opportunity to assist with this matter.