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.

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• 

  L'Oreal USA

  10 Hudson Yards New York, NY 10001

• 

  L'Oreal USA

  7080 New Buffington Road Florence, KY 41042

• 

  L'Oreal USA

  77 Deans Rhode Hall Road Monmouth Junction, NJ 08852

• 

  L'Oreal USA

  30601 Carter St Cleveland, OH 44139

• 

  Clarisonic

  17425 NE Union Hill Rd Ste 150 Redmond, WA 98052

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:01/16/2024

  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.

  On 1/10/2024 I ordered an eye cream from Loreal, Skin Ceuticals online. They informed me my order would be here between 1/12/24-1/15/24. When my order never processed I began reaching out to customer service. They kept giving me the same answer. I emailed again and finally they admitted the product was not even in stock. This was not mentioned when I ordered the product, and I was given no other options. I requested a refund, they have denied it. They have taken my money, do not have the product on hand, no one has even bothered to tell me when they may have it or offer any compensation as to why they mislead me, and charged me for the deception. If able I am attaching a PDF of the complete email thread. Should that option not be available, I do have it and will send it at your request, ASAP. I would like to have them cancel my order, refund my monies, and not be allowed to do business in this manner in the future. ORDER NUMBER ************ Order date 1/10/2024. Per their emails it should be processed, it is not. 1/15/2024 is a holiday, and they would not answer my question as to whether they would be open on that day. They cannot meet their statements to me.

  Business Response

  Date: 01/18/2024

  We sincerely apologize for your recent customer service experience. As per your conversation with our supervisor, your order has shipped and is expected to arrive today. Also, we will be sharing your feedback in regards to the service you received with our team. We truly appreciate the opportunity to assist you with this matter. If you need anything in the future, please do not hesitate to contact us. 

  Customer Answer

  Date: 01/19/2024

  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.
  

  ********* from the *******, ******* office reached out via telephone. She took her time to address all of my concerns and we discussed resolutions. She was respectful, kind, and more than distraught over what had transpired. I appreciated the phone call very much, and her taking the time to call, went a long way. I am more than happy with the outcome. Thank you!!

  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/11/2024

  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.

  On October 21, 2023 I placed an online order of a facial and eye moisturizers, a day later I ordered the same products by mistake. I called ************** customer service to ask if I could return the items and they told me I could, and they authorized my return sending me a mail label through my email.As soon as I received the items, didn't even open the box, I mailed them back on November 1st, 2023. I confirmed on the *** website with the tracking receipt that the items were delivered on November 2, 2023 I've called to the **************** of ************** on December 4th to ask about my refund. They confirmed they have received the items and that they would escalate the problem for me to receive my refund I've called 3 more times since then, the last one being January 8th, ****, and they keep telling me that they don't know why their credit department hasn't credited the money back to my credit card and that I have to keep waiting. 2 months by now.

  Business Response

  Date: 01/11/2024

  We sincerely apologize for the delay in refunding your returned order. We have issued the refund in the amount of $59.34 to the original method of payment. Please allow 3-5 business days for your refund to reflect in your account. We appreciate the opportunity to assist you with this matter.

  Customer Answer

  Date: 01/15/2024

  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:01/04/2024

  Type:Service or Repair 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 bought tons of RedKen purple for blonde in shampoo and conditioner and now what was white trashcan is faced with immobilized layer of thick purple because it slung out the bathtub area like that or rather yes throwing one almost done away but its not yet clear after attempts no matter but then it stained my towels light blue Tiles that are supposed to and often does clear but what kind of heavy brush is required to get every slice off not intended but bec it slipped off the shower pedals on the way out my hair enough that is why I went back to Oxg but Im asking for a financial help and refund to the points. I spent exactly $55 at haircuttery march 2023, and later $110 of two $55 at Amazon

  Business Response

  Date: 01/08/2024

  We sincerely apologize for your experience with our products. As per your conversation with our supervisor, we are sending you a refund check. Please allow 3-4 weeks to receive vis US Mail. We appreciate the opportunity to assist you with this matter.

• Initial Complaint

  Date:01/04/2024

  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.

  In the first week of December, I ordered an eye cream product from Lancome ***, to be delivered to my home. I paid approximately $150 for the product (can look up exact amount and receipt as needed). By Christmas the ordered product still had not arrived. I contacted Lancome via live chat, and we spent nearly an hour online resolving the problem. It turns out the company had sent the product to a 4+ year old address, which I had not requested. Numerous times since I have moved from that address, I have ordered from Lancome and the product has come to my new (4 year old) address, so this was clearly some sort of internet glitch with their site that has not happened before.The customer service rep tried to get me a replacement product, which at that time I was requesting, and told me I had to add my new address and take my old address off of the account, before she could re-send the product. I went online to add my new address, and IT WAS ALREADY THERE (though she said it was not) and has been there for several years. I removed my old address, which their site had somehow selected as the default home address, for reasons which are a mystery to me. I certainly did not choose to make a 4 year old address my default choice--this must have happened automatically on their end.When I emailed back, as instructed, to get my replacement product, I was now told that they would neither replace the product nor refund my money, but instead I had to file a complain with the carrier. This issue had nothing to do with the carrier.... it was Lancomes error on their website. When I contacted them and asked them to escalate the issue, they still referred me back to the carrier.I had already filed a complaint with the carrier days before ever contacting Lancome, and never received any sort of reply or confirmation whatsoever. Finally, earlier this week, I simply went to the mall and purchased the product, as I needed it.

  Business Response

  Date: 01/04/2024

  We sincerely apologize for your recent order experience. We have issued a refund for your order to the original method of payment. Please allow 5-7 business days for your refund to reflect in your account. We appreciate the opportunity to assist you with this matter.

  Customer Answer

  Date: 01/10/2024

  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:01/02/2024

  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.

  Hi, I placed an order (ORDER# ************) of 2 bottles of Advanced Genifique Face Serum (2.5 oz) on Nov 24, 2023. On Nov 26, I contacted the online customer service to cancel the order, and was told that I had to receive it first.On Nov 29, the order was shipped out with TRACKING# ******************.On Nov 30, the order was delivered. As I was out of country for vacation since late Nov and just came back today, the package is till intact.I tried to file a return online today (Dec 29. 2023), and the web site says "The item is outside of the return window".I am chatting with the online customer service now, and was told the items were outside of the 30-day return window. It is obvious to me that today (Dec 29) is the 30-th day since the delivery (Nov 30). However, the customer service claims that the ****** window starts counting from the order date (Nov 24), which is totally making no sense.I am filing complaint to ask for a return and refund.Thanks!

  Business Response

  Date: 01/10/2024

  We sincerely apologize for your recent order experience. We tried to reach you by phone but were unsuccessful. At your convenience, please give us a call at ************ M-F 9am - 5:30pm EST and give reference ********. We look forward to speaking with you soon.

• Initial Complaint

  Date:12/29/2023

  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.

  Hi,I have mailed 2 return packages to Lancome of the ADVANCED GNIFIQUE EYE CREAM and BEST OF ABSOLUE HOLIDAY GIFT SET (order number : ************) that were not suitable for my skin and also they were delivered too late so that I can't give it to my friend as a gift. So I returned them and Lancome has received the BEST OF ABSOLUE HOLIDAY GIFT SET package on December 19 and ADVANCED GNIFIQUE EYE CREAM package on December 21.According to the return package email, the refund can take up to 7 business days (please refer to the attachment) but I still not yet receive any update of the refund. So I contacted with the Lancome agent with using the chat feature on their website and the agent told me the refund can take up to 30 days, and they can't tell me what is the exact date that the ********************************************************************************** to response (you can refer to the chat history attached). There was a misrepresentation as the return package email mentioned I will receive the refund within 7 days, also the return policy on their website mentioned "the return process can take 1-2 business days to complete and 3-5 business days to post onto your account" (I have also attached for easy reference), this is a big difference with what the agent told me. It makes no sense that I have returned the products to Lancome but they are not going to refund to me and even provided me the false information and prevented to talk with me. I hope Better Business Bureau can help me to solve this fault case and get back my money of $271.22.Thank you!Regards,***

  Business Response

  Date: 01/04/2024

  We sincerely apologize for your recent experience. Our records indicate that order ************ has been fully refunded to the original method of payment. Please allow 3-5 business days for your refund to reflect in your account. We appreciate the opportunity to assist with this matter.

• Initial Complaint

  Date:12/27/2023

  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.

  Humiliating customer services. Rip off company. Deceptive, 2.1. Product irritated my facial skin.2. I was sent coupons to compensate for it, to then customer services forced me to write a written VOID on the coupon, when these incompetent customer care rep all they had to do was reimburse me from the very beginning & not go back & forth with these bogus coupons that serves zero purpose 3. when consumers have to whip out cash as shown in the photo when the store refused to take the coupons.4. I refuse to every buy from this company. 5. First timer trying their products & last.

  Customer Answer

  Date: 12/27/2023

  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.

  In addition, an executive named ****, phoned me and was: sooooooooo attentive,  professional, caring and very passionate in her consumers feelings & feedbacks, as well as, her company,  L'Oreal.

  SHe makes an excellent floor model for many to follow. Ten Stars ?? for *************

  Thanks to ALL involved. 

  
  Sincerely,
  
  *********************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/19/2023

  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.

  I made an online purchase to IT Cosmetics on 11/24 for two of their Confidence in an Eye Cream 1 fl oz products. The item was shipped but then marked "damaged" by the carrier and then returned to the sender (it cosmetics). I have placed several customer service calls over the last 3 weeks and one email attempting to get a replacement order. First, an order was put in as a replacement and was cancelled without refunding me. Then I called again and I was given a 50% coupon voucher to repurchase my product (because the sale was no longer taking place) and told I would be refunded for the original purchase. I was not refunded and when I went to use the new coupon it was not valid. I called again on 12/15/23 and spent 45 minutes on the phone with a representative. She refunded my old order placed on 11/24 but when she was attempting to help me place a new order for the same price I had made the original purchase at, all of the coupon codes she was giving me were not valid when being added to my cart. The last solution they offered me was to pay for the item I wanted at full price and call back again to obtain a refund which did not make sense. I am extremely upset with how poor my experience has been with this brand.

  Business Response

  Date: 12/19/2023

  We refunded as of 12/15 for her order in full and she now has the appropriate promo code to order for the same price. We did follow up with her on our end.

  Sincerely apologize.  Thank you

  
  

  Customer Answer

  Date: 12/20/2023

  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:12/18/2023

  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.

  the creme coverage does not cover gray. the old liquid products always covered gray. .loreal creme 9.1 ash blonde.if have liquid in stock i would like to purchase..

  Business Response

  Date: 12/20/2023

  We attempted to call consumer 3 times each time consumer ends the call.
  We sent the ****** an email to call **.

  Hello ******,

  Thank you for contacting L'Oral *****. We would like to assist you in the best way we can. In order for us to do so, please call our toll-free guideline at ************** M-F 9am-5:30pm EST and provide the advisor answering your call with the reference number located at the end of this message. It would be helpful if you could have the product available when you call. We appreciate your interest in our brand and value your comments and concerns.

  Best Regards,

  ****

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

  We have not heard from *************

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair 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.

  Hello, I ordered some items through ****** when they offer 50% off on 11/22/23, and I received an email that my order was shipped on 11/23/23, they added that it will take 3-5 business days to arrive, however I never received the items rather they send me an email on 12/01/23, saying that my order was returned, and I will get the credit for it. On December 4th, I sent an email to *****************************************, said that I never received items nor returned items. They replied back to me with reason that because of the carrier issue, it was returned, and they told me that I need to order it again if I still want to buy same items. I sent out another message that if I order it now, ****** only offer 20% off not 50%, I believe since I never received or returned the item, they should offer at same price, but it ended up, they offered additional 10% off. Now I am feeling that this is very unfair and Im wondering if they ever ship out the items or doesn't want to sell at the discounted price. I just wasted my time to waiting the item to be delivered. I ordered 4 items as Christmas gift for my coworkers, but now I have to go shopping to get 4 more items. I'm not asking refund or making a dispute. To me, it is fair if they offer at same condition which initially offered and deliver before Christmas.

  Business Response

  Date: 12/27/2023

  We sincerely apologize for your recent order experience. We tried to reach you by phone and left a voicemail message. The returned order was refunded to the original method of payment. If you would like to place a new order with us over the phone, we would be happy to honor the 50% off promotion. You can reach us at ************ M-F 9am - 5:30pm EST. Please provide case ********. We look forward to speaking with you.