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

  PO Box 98 Westfield, NJ 07091

• 

  L'Oreal USA

  133 Terminal Ave. Clark, NJ 07066

• 

  L'Oreal USA

  PO Box 98 Westfield, NJ 07091

• 

  L' Oreal USA Products, Inc.

  11500 Maybelline Road North Little Rock, AR 72117-1886

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:10/30/2023

  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.

  Bought LOral hair color and its nothing like the shade indicated. I was a strawberry blonde and now instead of light auburn its dark dark red . Unreal . Im livid . I was expecting light auburn . Ive been coloring my hair for decades and never had this problem with other hair color brands . The smell was so intense that I couldnt breathe . This is a very unhealthy brand of hair color .

  Business Response

  Date: 11/07/2023

  We apologize ********* recent experience with our haircolor. We tried to reach by you telephone and email but were unsuccessful. 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, ET and provide the advisor answering your call with the reference number ********. We appreciate the opportunity to respond and look forward to hearing from you.
  
  

• Initial Complaint

  Date:10/27/2023

  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 placed an order with Redken on 10/18. I tried to live chat right after placing my order to cancel it and live chat was not working. I sent an email about canceling my order. Said I would receive a response in 48 hours. Over a week goes by and I still never received a response. Since then I have received my order. So I called on 10/23 and spoke with someone about getting my order returned and explained I tried canceling my order to avoid all of this. And he said an email would be sent to me with a link for a free return label so I wouldn't be charged the return shipping fee. I waited until the next day and called again when I did not receive this email. I am on the phone and put on hold multiple times while she is trying to get it all sorted out. Took over 40 minutes to then be told they don't have an option to do free return labels! Even thought I was already told I was getting one. So I finally get an email response and I just keep repeating myself in these same automated emails I keep getting about the return policy. Which I am aware of the return policy. But I was already told I was getting a free return label. At this point it is just principle and customer service has been HORRIBLE! So, basically the way I am reading these emails, even if the order was damaged Redken Does NOT care and will do nothing to make the situation right. I would have had no issues if I would have been told otherwise from my first phone call. But I don't understand how I can be told one thing and then something different. It shouldn't matter who I speak with. Everyone should be on the same page. I just simply want to return my order for a refund and get this free return label I was told was being sent to me. I can't believe how poor and unprofessional Redken's customer service is. I have been purchasing Redken products for years and after this whole incident I'm all done.

  Business Response

  Date: 10/30/2023

  We sincerely apologize for your recent order experience as well as with our service. As per your conversation today with our supervisor, we have issued a full refund for your order to the original method of payment. We appreciate the opportunity to assist you with this issue.

  Customer Answer

  Date: 11/01/2023

  I should not have had to file a complaint in the first place to get some help. It shouldn't be that difficult to return an order and get decent customer service. I will definitely not be purchasing any Redken products in the future. 
  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:10/19/2023

  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.

  I have been a VIP customer for a long time and on auto. subscriptions. On August 8, 2023 I received my oder and my FREE item was included ( this is documented on order #********** the product #************* for ************************* charged for FREE product and they deducted $423.12 from my BanK ofAmerica account. The order states the amount was suppose to be $262.53. Overcharge of $159.59. I contacted the company and was told by ******* and was told the only action I could do was return the product, which I didnt want to do. So, I disputed the monies with my bank on 8/9/2023. On 10/4/4023 I received a notice from bank that the company was "Unable to pay" ? So, here I am writing to you for assistance in this matter and refunding my $159.59.

  Business Response

  Date: 11/07/2023

  We sincerely apologize for your recent order experience. As per your conversation with our supervisor we have issued a refund in the amount of $172.97 to your original method of payment. We appreciate the opportunity to assist you with this matter. 

• Initial Complaint

  Date:10/05/2023

  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.

  This item was defective...either an old lot, or QA should be contacted 70X407 33 tried calling...kept getting hung up on...beauty advisors "in-training"??!! ridiculous...called skin care line...no managers available...tried doing a live chat...nobody came on the line...this is egregious customer service...people work...we do not have time to wait for call-backs...reps should BE AVAILABLE...ridiculous...what are they, on their coffee break at home, since most of the world works from home now??

  Business Response

  Date: 10/05/2023

  We sincerely apologize for your recent experience with our haircolor as well as for your difficulties reaching our **************** Team. As per your conversation with our supervisor on 10/4/2023, a $10 coupon is being sent to you via US mail. We appreciate the opportunity to assist you with your issue. 

• Initial Complaint

  Date:09/29/2023

  Type:Order 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.

  This company made this transaction without my authorization and I call them and says that they cant refund my money, this is ilegal and they have to stop ??

  Business Response

  Date: 10/11/2023

  We sincerely apologize for your recent experience. We tried to reach you by phone but were unsuccessful. We would like to assist you and ask that you give us a call at your convenience. We can be reached at ************ M-F 9am - 5:30pm EST. When calling, please provide reference #********. We look forward to speaking with you soon.

• Initial Complaint

  Date:09/28/2023

  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.

  Maybelline owns me $7.98 for a product issue. I'm having issues with the check that was sent to me from Mayelline/Loreal ***. I was like a new check reissued.

  Business Response

  Date: 10/06/2023

  We apologize for your experience. As per the message left by our Supervisor 9/26/23, a new refund check has been issued in the amount of $7.98. Please allow 3-4 weeks to receive via US Mail. We appreciate the opportunity to respond.

  Customer Answer

  Date: 10/07/2023

  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 Maybelline/L'Oreal is so unprofessional. It took a complaint to the BBB for them to finally state they will issue a refund check. I hope I receive that check as promised.

   

   

   

   

   

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

• Initial Complaint

  Date:09/28/2023

  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.

  I have been using Lancme's Absolue products for a while . However, recently, after using the Absolue eye cream, I have experienced irritation and itchiness around my eyes. In an effort to address this issue, I have reached out to Lancme's customer support multiple times, providing them with detailed information about the product and what happened.I have been met with a series of repeated questions in each email correspondence. It appears that Lancme's support team is not adequately addressing my concerns and is, in fact, prolonging the process with each exchange. Furthermore, the response time to each of my emails has been significantly delayed, which only adds to my growing frustration. What troubles me the most is that I have not received any definitive answer as to whether there has been a formula change in the product that *** have caused my discomfort. Lancme's repeated requests for the same information without a clear response or solution have led me to believe that they *** be avoiding taking responsibility for this issue.As of this morning, I have NOT yet to receive any meaningful response from Lancme but those questions theyve asked multiple times AGAIN in the email. It is clear that the current approach is not productive, and I am left without a resolution to my problem.I kindly request that Lancme's management team get in touch with me directly to address this issue promptly and effectively. Thank you for your attention and help on this issue.

  Business Response

  Date: 10/11/2023

  We sincerely apologize for your experience. We tried to reach you by phone but were unsuccessful. We would like to assist you and ask that you give us a call at your convenience. We can be reached at ************ M-F 9am - 5:30pm EST. When calling, please provide reference #********. We look forward to speaking with you.

• Initial Complaint

  Date:09/01/2023

  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.

  I received an email for **********'s national lipstick day twice one in July and one in August. I submitted for July and then since I got an email for August I submitted for August too. There's a company that's called sopost that deals with their promotional items. I hurried up and I hit the link, I even chose the color that I wanted, and I got an email back from sopost that said my order was approved, and it was shipped on August the ********* should receive it within a few weeks. I have a tracking number and all that says it was shipped. I contacted ********** and they're telling me since they had a very high demand they wanted to apologize and give me a $5 off coupon. Well that's nice and all but I don't want the $5 coupon I want what I was promised when I submitted my personal information. It doesn't make sense to tell me that there was a very high demand yet I have a tracking number that shows it was shipped. I don't know if this is mostly a rouge to get people's personal information or not, all I want is the product that was shipped to me that wasn't especially after I gave my personal information. I wouldn't make such a big deal out of this but I submitted my personal information I even chose my collar I was approved through so post and I have a tracking number so I just want the product if I wouldn't have given my personal information out and I would just let this go. And to the Better Business Bureau I am submitting a screenshot of sopost tracking to show you what I ordered what said it was approved and that it was shipped if that was the case there's no way that high demand would keep me from getting this correct? That's just my thoughts. Maybelline please give me the product I shared my personal information all I want is the product. Thank you.

  Business Response

  Date: 09/12/2023

  We sincerely apologize that you have yet to receive the lipstick that you have been expecting. We have tried to contact to you via telephone, however we were not successful due to an issue with the number. We have reached out to our team requesting that another product be sent to you providing available inventory. In the meantime, we are sending a coupon to the mailing address provided to purchase a product of your liking. We appreciate the opportunity to assist you with this matter. 

• Initial Complaint

  Date:08/25/2023

  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.

  I placed an order with Krastase on August 10th and the delivery was supposed to reach on August 14th, but I never recovered it. After this I have tried to get into contact with someone who could help me about 8 times, 4 times vis call and 4 times via email, but received zero responses or redirections but no help whatsoever. For a huge company the customer service pretty much *****. My order number is *************. Im hoping BBB can now help me get some type of response from them.

  Business Response

  Date: 09/12/2023

  We sincerely apologize for your recent order experience. Our records indicate that your order was refunded on 8/30/2023. It can take up to ************************************* your account dependent upon your financial institution. We appreciate the opportunity to assist you with this matter.

• Initial Complaint

  Date:08/15/2023

  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.

  On 7/3/2023 I placed an online order with Pureology (loreal) . It said it was to be delivered 7/6/2023. I used afterpay and spent ******. I never received my order. 7/3 I got an email from afterpay stating my order couldn't be filled and I would get the refund credited. Then my first payment was tried I contacted afterpay then told me it was marked delivered to contact pureology. I did 3 times now they keep saying to contact *** has *** marked it delivered *** says to contact pureology. Pureology is not taking responsibility for telling afterpay they couldn't deliver then going back saying it was delivered. Pureology is taking the money but not giving me my products

  Business Response

  Date: 08/15/2023

  We sincerely apologize for your recent order experience. As per your conversation with our supervisor, we have issued a refund in the amount of $161.42 to the original method of payment. We appreciate the opportunity to assist you with this matter. 

  Customer Answer

  Date: 08/17/2023

  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,
  
  ******* ***