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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/01/2023

      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.
      On March 21, I placed an online order from Skinceuticals (parent company is LOreal) (Order number: ************) which includes 2 items. Those 2 items were shipped separately into 2 shipments. After I received those 2 shipments, I changed my mind and decided to return those 2 shipment in their original package/box. One shipment was delivered back to the warehouse on Mar 30 (Tracking Number: ******************), and the other shipment was delivered back on Apr 3 (Tracking Number: ******************). I contacted customer service inquiring about the return status and was told that I will have to wait 30 days for them to process my refund. This is the longest timeline I've ever seen for a retailer to process a return. Most retailers process returns in 3-5 business days. But I still waited. Today (Apr 29) is the 30th day after my return delivered back to the warehouse. I would like my refund be issued ASAP, since I have followed what I was asked to wait 30 days and still no refund issued. Order total is $793.69. Thanks

      Business Response

      Date: 05/11/2023

      We sincerely apologize for your recent order experience. Your refund has been issued to the original method of payment and typically takes 3-5 business days for the refund to reflect in your account depending on your financial institution. We appreciate the opportunity to assist you with this matter.

      Customer Answer

      Date: 05/11/2023

      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.

      Sincerely,

      ****** **



       

    • Initial Complaint

      Date:05/01/2023

      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.
      Ive been purchasing Lancome products directly through their website not knowing that they are hazardous and unsafe to use on skin. Majority of their products contains Phenoxyethanol which acts as preservative and cause endocrine damage as well as toxic for liver and blood. Also synthetic wax which was proven to be carcinogenic. There are more hazardous ingredients that they are using which I am not going to mention due to this list is going to be extremely long. When I consulted some doctors theyve advised to immediately stop using them. I also decided to bring this issue to lancome and also asked for the refunds, which none of the issues were ever resolved. Lancome did not take seriously this issue and I am very disappointed that they are selling products that are so hazardous to humans and they just dont care.

      Business Response

      Date: 05/12/2023

      Hello *******, We tried to reach you by telephone to discuss your concerns but were unsuccessful. However, we left you voicemails with information to contact us at your convenience. We also followed up with an email to the email address provided.  We appreciate the opportunity to assist you with this matter and look forward to speaking with you soon. 

      Customer Answer

      Date: 05/16/2023

      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:

      They have never called or emailed me, they told me the check was mailed however this is also not true. Its been two months since Ive requested the refund and have not received any as of today May 16th, 202

      The attached is the email from Lancome stating that they refunded, I have no clue who and were the refund went but I have NOT received it.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 06/26/2023

      Hello ******* - Our records indicate that the refund checks that were sent to you have been cashed on 6/20/2023. We appreciate the opportunity to respond and hope you have a great day.

      Customer Answer

      Date: 06/27/2023

      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.

      Sincerely,

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



       

    • Initial Complaint

      Date:04/19/2023

      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.
      As part of the order from Kerastase there was a sample of mask called "Chroma Absolu Masque Vert Chroma Neutralissant Hair Mask Sample." No warning is included on the sample, but apparently it died and stained my hair as dark green color and hair looks horrible and I require a color correction with my colorist. I that Kerastase cover the color treatment in the amount of approximately $400 that is necessitated by the Kerastase product that damaged my hair and stained it unpleasant color. Thank you.

      Business Response

      Date: 05/01/2023

      We sincerely apologize for your experience. As per your conversation with our supervisor, we are sending you a refund in the amount $135.00. Please allow 3-4 weeks for your refund check to arrive. We appreciate the opportunity to be of assistance with this matter.

      Customer Answer

      Date: 05/02/2023

      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:04/05/2023

      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 placed an order for their company La-roche posey march 25. I receive an email march 30th saying my order was shipped but the *** hyperlink leads to an error message. I emailed customer service on April 1 with NO response. So today, April 4, I called customer service got some rude agent who put me on hold for 25 minutes only to tell me to wait to hear back from ****** Are you kidding me?! **** the company that doesn't even have a human pick up their customer service line?! Absolutely the worst company to order from. You can't even get help in a timely fashion from ********. The order # is ************

      Business Response

      Date: 04/14/2023

      We sincerely apologize for your recent experience.  We have tried to reach you via phone but we were unsuccessful. We has issued a refund for your order ************ in the amount of $152.03. Please allow 3-5 business days for the refund to appear depending on your financial institution. We appreciate the opportunity to assist you with this matter.

      Customer Answer

      Date: 04/17/2023

      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,

      *** *



       

    • Initial Complaint

      Date:03/31/2023

      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 placed an order on March 4th with ************* - Order: ************ for 3 items (1 serum, 1 anti frizz spray & 1 Hair Spray) for a total price of $105.90 which was paid at the time of the order on my **** card. A week later I received a small box with 1 item in it (shampoo) which I never ordered. I never received the items I DID order. I emailed explaining the situation with no response so I called ************** and spoke with a female rep that was unconcerned with my problem. She said she could see my email but I had to prove that I didn't receive the items I ordered. She instructed me to take a picture of the box that the shampoo came in, I did so and emailed the "proof" of the incorrect item shipped. Again, no response. I emailed the same information 3 days in a row as I was getting no response. I finally called and got a male rep. that also said that he could see all the emails that I had sent in and would have the correct order shipped out to me and to just keep the shampoo that I received. That was weeks ago and I still have not received my order. I would either like the products I ordered or my money back. I refuse to pay $105.90 for a bottle of shampoo that I didn't want. I can not get Kerastase / ******* to make good on my order. A very disappointing experience and I'm hoping that BBB can help me resolve this matter.

      Business Response

      Date: 03/31/2023

      We left a voice message for ***** informing her that we issued a credit to her original form of payment in the amount of $106.90.  We sincerely apologize for the entire situation and we want to thank her for making us aware of the problem.

       

       

    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair 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.
      On 3/8/23, I purchased a $75 Lancme electronic gift card for my aunts birthday. Here we are, 11 days later and it still has not been received. My aunt checked both her regular email and her spam folder. The tracking number originally provided no longer works. The company is not responding to my messages. At this point, I just want a refund.

      Customer Answer

      Date: 03/22/2023

      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:03/15/2023

      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 have been using this lor revitalift 30ml serum for years now, bought 1 for $37.96 (upc is *********** and code is 18W001) to stock up from shoppers drugmart a few weeks ago, finally will use them now. i notice that the smell was a bit different than usual, and the texture and consistency was thicker and stickier. i was hesitant to use as it is not the usual.

      Business Response

      Date: 03/24/2023

      We sincerely apologize for your experience. Our ************* team has reached out and issued a refund for the product. We appreciate the opportunity to assist with this matter.

       

    • Initial Complaint

      Date:03/14/2023

      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.
      On Saturday 3/12/23 my new Lancme Tient idol glow foundation showed up. Upon it arriving I used it to apply my makeup. It immediately started burning, it felt as though I had boiling water thrown into my face. I screamed and panicked and began using makeup remover and a wet cloth to wipe my face. Once all the foundation was off, which at that point was the only thing Id applied, my skin was still stinging and bright red. Within an hour blisters had developed. I set up an appt with the walk in clinic. The doctor says this is a chemical burn not a reaction but something in this burnt my skin, its yet to be known if I will scar. I contacted online ref:*************************** I was told to call which I did and I there were not results. Id like the ***** Ulta is refusing to pay for a refund (I can provide a receipt and order number) and to know what changed because I do not have sensitive skin and my skin now has deep ***** from the skin 105w tient idol glow and show foundation. Ideally Id like the compensation for the dr cost of ****** aswell. And mostly an apology. Your makeup ruined my skin. One person said theyd get back and refund and fix this and I have heard nothing! Ive included photos to show my face after the foundation and the lot and color. Please fix this.

      Business Response

      Date: 03/30/2023

      We attempted several times to reach this consumer by phone.  We finally connected but it was not *********************** who answered.  Please verify the phone number.  Thank you

      Daytime Phone: **************

      Customer Answer

      Date: 03/30/2023

      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 I have received no calls. You are welcome to call my work phone at **********

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 03/30/2023

      We spoke to ***** this afternoon.  We refunded for the purchase price. We offered to review any out of pocket medical expenses, we are sending her a letter.  Please let us knwo if you need anything further.  Thank you

      Customer Answer

      Date: 03/31/2023

      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:03/14/2023

      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.
      My order was placed through Kerastase on 2/23/23. After 2 weeks I hadn't received my order. I clicked the tracking link from my emailed invoice which took me to their website and said the order was "awaiting carrier pick up". I emailed ********* regarding this on 3/6/23 and never received return correspondence. Then on 3/8/23 I called customer service and was told a supervisor would return my call in 2-3- days. I never received that call. I then called back on 3/13/23 was told the order was delivered and signed for by "door". This is the proof of delivery they're leaning on. I was instructed to file a claim through their 3rd party shipper "deliver-it.com". Terms at deliver-it for claims state submissions must be made within 2 weeks of the ship date (which I am outside of due to Kerastase not replying to my initial complaints or subsequent calls) and I can only receive a refund for the wholesale value of goods, IF the claim is approved. Bottom line is they have my money and I don't have goods. I've spent hours on hold and dealing with customer service to resolve this with no substantial progress being made. I need my money back. I'm done doing business with *********. At this point, this amounts to theft."image 1.png" below shows the email invoice and states "order shipped" but when I click the tracking in that same email, I'm taken to the page shown in "image0.png" that states "awaiting carrier pickup".

      Business Response

      Date: 03/14/2023

      We sincerely apologize for your recent order experience. A refund for your lost order has been issued 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 be of assistance with this matter.

    • Initial Complaint

      Date:03/09/2023

      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 bought the product from Krastase online shop in November 2022 and I did not receive the product after about more than one month so I submitted a ticker for the refund. I have contacted them several times but every time they told me it needs to be verified and wait about 8 business days.

      Business Response

      Date: 01/23/2024

      We sincerely apologize for the delay in our response as well as your experience with your order. Our records indicate the it was delivered 11/25/2022. However, since you did not receive, we have gone ahead and issued a refund for your order to the original method of payment. Please allow 3-5 business days to reflect in your account. We appreciate the opportunity to assist you with this matter.

      Customer Answer

      Date: 01/24/2024

      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,



      ****** ***
       





       


    L'Oreal USA is NOT a BBB Accredited Business.

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