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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:03/07/2023

      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 with your company on 1/29/23, order ************. I got the products which totaled $124.27. I used once and the products smelt so awful I could not stand to use it again. On 2/20/23 I sent the product back to your warehouse per the return policy and the address the lady on the pureology chat provided me for returns. It was received by your facility on 2/22/23. I still have not been refunded for my order and I keep getting the run around for why I have not received a refund. I have been told I made the return outside the 30 day window. Last I checked 1/29/23-2/22/23 was not more than 30 days, plus when you shipped the item I didn't even receive it until 2/03/23. I am attaching my receipt for my order, and my return tracking/proof of delivery my items were received at your warehouse.

      Business Response

      Date: 03/07/2023

      We sincerely apologize for your experience. A refund was issued on 3/6/2023 for your order. 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: 03/09/2023

      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:02/17/2023

      Type:Billing Issues
      Status:
      Unresolved
      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.
      *January 9th, 2023.*$10.99.*Thank you for contacting ************************* (January 18th, 2022)??A little while ago, you contacted our ******************** about a product. We hope you were satisfied with our product and service. We'd love to get some feedback from you. Click here to tell us what you think.Thanks so much,********** ************* *Contacted business to no avail. No communication. No action. No respect. No health concern or proper course of action with regards to DERMATOLOGICAL REACTION. Greed, ignorance, lack of priority and lawful due diligence.Thank you for contacting *************************A little while ago, you contacted our ******************** about a product. We hope you were satisfied with our product and service. We'd love to get some feedback from you. Click here to tell us what you think.Thanks so much,********** ************* Thank you for contacting *************************A little while ago, you contacted our ******************** about a product. We hope you were satisfied with our product and service. We'd love to get some feedback from you. Click here to tell us what you think.Thanks so much,********** ************* *Order #: *******************.

      Customer Answer

      Date: 02/17/2023

      Dear BBB:

      Thank you for your acknowledgement, explanation and insight. 

      Due to the nature of this ill regarded experience, I demand a rightful refund. 

       

      Thank you.

      Business Response

      Date: 02/24/2023

      We apologize for your experience. We have reached out via phone but were unsuccessful. We have also sent an email requesting to speak with your about your product experience. We can be reached at **************, M-F,9A-5:30PM, ET. Please give the advocate answering the reference number that was provided in the email. We look forward to hearing from you soon.

      Customer Answer

      Date: 02/28/2023

      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 

       

       To Whom This May ******* at ******** 1) Please polish this website response window. 2) Assuming and expecting phone calls from patrons is disrespectful and illogical. I have profusely indicated that I have a medical voice loss condition which PAINS me to speak. If you are truly that ignorant, careless, neglectful, heartless and irresponsible with human treatment as well as proper conduct, we can exchange communication by legal format. 

       

      This is a simple business matter and you have no morals.

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:02/16/2023

      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 placed an online order with SkinCeuticals (now owned by LOreal) on 01/29/23 and paid for 2 day *** shipping. On 02/02/23 (3 days later), I checked *** tracking and noted that my items had not yet shipped. I contacted SkinCeuticals customer service via email to inquire whether they had even processed my order yet, given the expedited shipping fee I paid. I did not receive a response. On 02/04/23, I checked tracking again and noted that my items still had not shipped. I again contacted SkinCeuticals customer service to inquire about my purchase and requested a refund of my 2 day shipping fee since my items obviously had not shipped yet. **************** replied that they would not refund my shipping fees but they would escalate my complaint to determine why my items had not yet shipped. On 02/06/23, I asked customer service to cancel my order. I did not receive a response. On 02/07/23, I again asked customer service to cancel my order and refund my money. At that time, *** tracking still showed that my order had not been shipped. **************** replied to my email and stated that they had opened an investigation into my complaint but would not cancel my order nor refund my money. They said they would refund my money once the investigation had been completed and approved. On 02/08/23, I noted that *** marked my order as a hazardous material exception and attempted to return my order back to SkinCeuticals but the office was closed so *** could not deliver it. On 02/09/23, *** returned my order to SkinCeuticals and closed the investigation. I sent proof of this return to customer service and requested that my order be cancelled and my money refunded. I did not receive a response from them. On 02/11/23, I again requested a refund of my money but did not receive a response. On 02/13/23, I again requested a refund. Today is 02/14/23 and I still have not heard back from customer service, nor have I received my refund.

      Business Response

      Date: 02/16/2023

      We sincerely apologize for your recent order experience. We have issued a refund in the amount of $341.10 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.

    • Initial Complaint

      Date:02/03/2023

      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.
      As Owner of 'AIM LLC' I placed an order for Cerave wholesale products under Invoice#****** on Oct 10th 2022. and payment was made via ACH (Confirmation # ********* Data 10/11/2022 )to Cerave WellsFargo Account. I never received my products nor they responding on refund request of $2538.Please help us to to resolve dispute

      Business Response

      Date: 02/13/2023

      We appreciate you bringing this situation to our attention and providing this information. Unfortunately, this was not a legitimate contact from our organization. We recommend filing a police report for further investigation on this matter. Again, thank you for making us aware of this situation which we have reported internally.

    • Initial Complaint

      Date:02/02/2023

      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.
      Advertisement for a promotion was not honored. I called to check and was not able to be resolved, the answer I received was you can return the items. I am so disappointed, that is going to take extra time and effort to go return the items and pack them to ship. Advertised promotions by such a large company should be honored!

      Business Response

      Date: 02/13/2023

      We are sorry for the issue you had with your recent order. We understand how disappointing it is when the promotion you participated in was not honored. 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 9a-5:30p ET and provide the reference number that was sent to you via email. We look forward to hearing from you.

    • Initial Complaint

      Date:01/25/2023

      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.
      I bought the shampoo from the hyaluronic line with a lot of expectations to hydrate my hair, because that's what the packaging promises and unfortunately it caused a lot of hair loss and a lot of dryness in my hair, I have a huge flaw due to my hair falling out in the front part, I started taking antidepressants, because I can't react to my hair situation due to your shampoo, I'm a mother, I had radical changes in my body, my hair was one of the most precious things for my self-esteem, now I honestly don't know what to do. I hope you can show me some solution. Sorry for the outburst, but you need to solve this, I believe that, like me, there are several women having problems with their products from this line.

      Business Response

      Date: 02/06/2023

      We sincerely apologize for your experience. As per you discussion with our supervisor. a refund has been processed. We appreciate the opportunity to assist you with this matter.

      Customer Answer

      Date: 02/13/2023

      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:01/09/2023

      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 contacted CeraVe 3 times already, opened up a case, left my phone number, and they don't return my calls.I have 2 facial products that damaged my skin.

      Business Response

      Date: 01/23/2023

      We sincerely apologize for your recent experience. As per your conversation with our supervisor, your experience has been documented and a refund check has been issued. We appreciate the opportunity to be of assistance with this matter.

    • Initial Complaint

      Date:01/04/2023

      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 a fragrance order (************) on the ****** ******** website on 11/28/2022. The order total was $81.02 I received no other update after I placed the order and the order has been in a "picking" status since I placed the order.I sent a message to their customer support on 12/27/2022 asking for an update. Although it says I should get a response in 1-2 business days, I never heard back.I called their customer support number on 1/2/2023. The automated line hung up on me because the call volume was too high.I sent another message on 1/3/2022 and have not heard back.I would like ****** ******** to provide an update on my order. I would like to receive these products and do not want my order cancelled.

      Business Response

      Date: 01/23/2023

      We sincerely apologize for your recent order experience. As per your conversation with our supervisor, the order issue has been resolved and delivery was complete 1/13/23. If you need anything further, please do not hesitate to be in contact with us. We appreciate the opportunity to assist you with this matter.

    • Initial Complaint

      Date:12/27/2022

      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.
      This is a payment issue with my online order on Nov 22, 2022. On Nov 22, 2022, I tried to place an online order with partial payment with a $75 egift card. First, I tried to pay my order with an $75 egift card and rest balance paid with my paypal using guest checkout. I did see $75 gift card balance applied. But after I clicked submit the order, I got error like " the payment failed". Then I logged in my account then tied to pay with the same egift card and partial payment with my credit card. I still got the same error. Then I checked egift card balance. I found the egift card balance became zero. And none order was successfully placed.You zeroed my egift card and no order was placed. I contacted you about this issue three times:1) Called on Nov 22, 2022, you promised to me the balance will restored 2-5 days and 15% coupon for the inconvenience. But I got no response, no coupon and egift card balance always is zero. 2) I did chat with you on Nov 30, 2022. You told me you escalate the case for me, I should receive response in one day via email. But I never received response and egift card balance was still zero. 3) I called you on Dec 8, 2022, this time. your agent told me he cannot see any communications record about my case. I requested you reported to your supervisor. You instead told me you msg your supervisor. But till today, Dec 26, 2022, the gift card balance is still zero and no any response from the company. PS: the attached picture showed before I clicked the "submit the order", my gift card has $75 balance. After I clicked " submit the order" , the gift card balance became zero and no order was placed,

      Business Response

      Date: 12/29/2022

      We sincerely apologize for the inconvenience in regards to your recent order and e-gift card. Our team has reached out to you via phone, but were unsuccessful. We have sent an email requesting you call in so that we may offer assistance.  We appreciate the opportunity to assist you and look forward to speaking with you soon

      Customer Answer

      Date: 01/09/2023

      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:

       

      The business only called me once and left a voice message. I called them three times after that, but they still did nothing. They promised give me resolution in 3 business days on Jan 3, 2023. But today is Jan 9, 2023, my issue is still not resolved. 





      Best regards,



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

       

      Business Response

      Date: 01/23/2023

      As per your conversation today, a refund check is being issued and sent to your mailing address. Please allow 3-4 weeks to receive. We appreciate the opportunity to be of assistance. 

    • Initial Complaint

      Date:12/22/2022

      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 trying since thanksgiving to place an order on kerastase.com. Each time I checkout, kerastase charges my **************** over $1,002. Their website then says the transaction has failed. Invalid card. Ha! I have tried all my cards and it does the same thing! All I have are multiple thousand dollar charges and no order number! Their customer service is a joke. I have been calling and they refuse to help. We cant take your card over the phone because everyone in that department is busy our system is down. Are you kidding me? Then you need to shut your company DOWN because all youre doing is defrauding people of their hard earned money and making your customers IRATE. Someone needs to call me asap. ************.

      Business Response

      Date: 12/29/2022

      We sincerely apologize for your experience. As requested, we had an agent reach out and assist with placing your order. We appreciate the opportunity to assist you with this matter.

    L'Oreal USA is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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