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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

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L'Oreal USA has 17 locations, listed below.

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    Customer Complaints Summary

    • 251 total complaints in the last 3 years.
    • 87 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:08/04/2023

      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 believe lancome.com website somehow blacklisted me without any valid reason as every time I used a valid credit card or paypal trying to purchase from their website, they said something is wrong with the payment. However all my cards are working online and in all other physical stores. I believe I am discriminated in some way and their customer service is unable to help me and just asked me to shop offline in store. I'm very shocked and surprised at how they treated me. I have **** points as their loyalty customer and I am not sure whether they did it on purpose so that members could not redeem rewards from website. My account's email address is *****************

      Business Response

      Date: 08/11/2023

      We sincerely apologize for your experience. We have 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 9-5 EST and provide reference ********. We look forward to hearing from you. 

    • Initial Complaint

      Date:07/26/2023

      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.
      On June 14th, I placed an online order totaling $129.17. Upon receiving the items, I had a negative reaction to one of the products and I decided to return all the items. There is no simple way to return the items. On July 3rd, I requested a return label and was told it would be emailed in 48 hours. I never received one. On July 6th, I called and explained I needed the return label ASAP. They said it would be emailed me to "later," despite explaining that I needed it by today (July 7th) as I won't be able to ship anything for several weeks after today. I did not receive anything. I called back today (July 7th), explaining the same situation, and they said I would receive it in ***** hours. They actually emailed me a few minutes after the phone call ended, but there was no return label in the actual email.

      Business Response

      Date: 07/26/2023

      This is a ** complaint and order that needs to be taken to the ** consumer care department. They can be reached at **************. We are unable to process the return or provide a return label from the ******** side of the business.

      Business Response

      Date: 07/27/2023

      We sincerely apologize for the situation.  We value you as a consumer and appreciate you contacting us. We attempted to reach out to this customer today, July 27 and left a voicemail.  The customer was refunded on July 18th for the full amount of the order $129.17. Adjustment ID ********. It appears from their previous correspondence they may be out of the country. If you need anything further, please let us know.

    • Initial Complaint

      Date:07/17/2023

      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 put items in a cart and applied a code. It said it worked but did not apply the discount. It submitted without me hitting submit.

      Business Response

      Date: 08/01/2023

      We sincerely apologize for your recent experience. Our records indicate that a free return label and instructions were sent to you.  Once your order is received, you will be refunded to the original method of payment. If you require any further assistance, please feel free to contact us. We appreciate the opportunity to assist you with this matter.

    • Initial Complaint

      Date:07/12/2023

      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.
      I ordered from Kerastase, ******* *** on July 3, 2023.I received confirmation that my order shipped on July 3, 2023.My package was to arrive on Friday, July 7, 2023.My package never arrived.After contacting **** locally as well as nationally, they both stated that it was apparent my package was never sent. This was confirmed on July 10th nationally and July 11th locally.I contacted ********* on July 10, 2023 asking for a replacement for my order.After 24 hours, I had not received any sort of confirmation regarding my replacement order.I called Kerastase on July 11, 2023 requesting my replacement order confirmation information as well as my order to be expedited, as I am in need of my order on July 14.The company has still not sent me new tracking information.I was denied to speak to a supervisor.I was denied expedited shipping.

      Business Response

      Date: 07/18/2023

      We sincerely apologize for your recent order experience. We tried to reach you by phone, but were unsuccessful. Our records indicate that your replacement order has been delivered on 7/17/2023 to a ****** ******* ******* ** ****** If you need anything further, please do not hesitate to contact **. We appreciate the opportunity to assist you with this matter.

    • Initial Complaint

      Date:06/26/2023

      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've placed order on ***** 2023 at luxuy beauty store (***** *****************************************************) they send it through *** but *** lost this package until now I have NOT recieve the refund .they said they don't know every time i called.I NEED MY MONEY BACK!

      Business Response

      Date: 07/11/2023

      We sincerely apologize for your experience. We tried to reach you by phone and email but were unsuccessful. We would like to assist you. At your convenience, please call our toll-free guideline at **************, Monday - Friday, 9:00AM - 5:00PM EST and provide the advisor answering your call with the reference number ********. We look forward to speaking with you.

    • Initial Complaint

      Date:06/20/2023

      Type:Product 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 retinol cream from ********************* ******************************** applied cream just once and it totally ruined my eye skin, my eyes were burning for a few weeks and skin totally pilled off. The cream ruined my skin under the eyes.I sent them images and asked to issue a refund but they have not done it yet.I will appreciate your help and support. Thanks!******

      Business Response

      Date: 06/29/2023

      We sincerely apologize for your experience with our products. We appreciate that you took the time to call us today. As promised, we are sending you a refund check via US Mail for your order in the amount of $195.04. Please allow 3-4 weeks to receive. Thank you again for the opportunity to assist with this matter.

      Customer Answer

      Date: 07/11/2023

      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. Thank you SO MUCH for your incredible support and care! Truly appreciate your help on this!

      Sincerely,

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



       

    • Initial Complaint

      Date:06/12/2023

      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.
      Bought 4 bottles of perfume Mugler Allien at ********* ***** *** *********. Always had issues with the caps melting in the front and perfume was not able to spray because nozzle is melted. Last year I communicate with ****** directly and they sent me 1 replacement cap which lasted 8 months working and is melted again. Tried to communicate with ****** ***** directly last week and they did not even care about my issue informing me that the only product that they guarantee was the product purchased at the website. They informed to go directly to the store which we did and they told us we have to contact directly the manufacturer since is was a defect. If this perfume does this to a cap imagine what it does to your skin. Need replacement caps so we can get the product out. after paying $169 for a perfume you will expect better service.

      Business Response

      Date: 06/15/2023

      We sincerely apologize for your experience with our product. As per your conversation with our supervisor, a refund check in the amount of $169.00 will be sent to the mailing address provided. Please allow 3-4 weeks to receive via ** Mail. We appreciate the opportunity to be of assistance with this matter.

    • Initial Complaint

      Date:06/05/2023

      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 used your product to dye my hair ash brown it was supposed to take greys out it never did i am not using this product nomore.

      Business Response

      Date: 06/15/2023

      We sincerely apologize for your recent experience with our product. We tried to reach you by phone on 6/6/2023 & 6/9/2023 but were unsuccessful. We also sent an email requesting a return call. We would like to help you as best we can. At your convenience, please give ** a call at ************ M-F 9am-5:30pm EST and provide reference #********. We look forward to speaking with you.

    • Initial Complaint

      Date:05/31/2023

      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.
      The issue is with the Lancme product Teint Idole ultra wear foundation make up. I had worn the make up color 230 buf W in the past. I got an email stating that had a 30% sale on the product so proceeded to order online the 230 W color on May 24th2023, I received it May 26th. I tried it same day and found it a significantly different color.I called their customer service and was informed their color numbers/shades have changed so now I should be using 250w. There was no info on their website warning people that prior numbers used may not be the same color. They said I had to send my now open/used product back before sending my refund. She would only assist me in paying for a new order and no refund without returning the opened product. I believe this is a scam, you have to purchase a new one while you wait for your refund on the bad product that the company knows will happen to many people unaware of the color changes. It should be clearly noted that the number on the makeup is no longer the shade it used to be. This is expensive make up and cant easily purchase again while waiting for a refund they may never come.

      Business Response

      Date: 06/06/2023

      We sincerely apologize for your recent experience. We have issued a refund in the amount of $42.99 for the Teint Idole ********************** The refund will go back on the original form of payment. As promised, we are sending you the shade requested in your reply email. please allow up to two days for processing. Once shipped, you will receive tracking information. We appreciate the opportunity to assist you with this matter.

    • Initial Complaint

      Date:05/25/2023

      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.
      The order number purchased on Lancome's official website on April 27th: ************, a total of ****** US dollars, has not received the package, contacted the courier and Lancome has not responded, and kept saying to investigate. One month later, I still haven't received any courier or delivery. reply

      Business Response

      Date: 06/01/2023

      We sincerely apologize for your recent order experience. As per your conversation with our supervisor, a refund has been issued 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 be of assistance with this matter.

    L'Oreal USA is NOT a BBB Accredited Business.

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