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:12/19/2022

  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.

  A sale was made on IT Cosmetics website during the Black Friday weekend on 11/29. On 12/6, I received an email that the order was cancelled. The products were in stock. The credit card had not been declined. There was no reason for the cancellation, even the customer service agent I spoke with admitted this. They sent me one code for one discount on one of three products, but did not account fo the other two. I called in a second time and received additional codes, which did not work. I asked to speak with a supervisor and was told none were available. I called in two more times, placed one order, and was told the second order for the third product could not be placed. I was also told, for the now 3rd time, there was no supervisor available to escalate the issue to and correct the problem. After 4 phone calls, I still do not have the order fulfilled. The prices are no longer available from the retailer or other retailers because of the delay and the products will not be received in time for Christmas. Please correct ASAP. What has occurred is false advertising and insufficient customer service to remedy an issue you all created.

  Business Response

  Date: 12/27/2022

  We sincerely apologize for your experience. Our records indicate that new codes were provided and your orders were placed successfully with expedited shipping. We appreciate the opportunity to be of assistance with this matter.

• Initial Complaint

  Date:12/13/2022

  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.

  Disappointed with online shopping. I could have taken advantage of other major stores cyber Monday sales if I had known shopping with Lancme would get me nothing. And no explanation on why I received a text on 12/2/22 that my order was on back order. Then a day later, 12/3/22 I received a text saying my order was completely cancelled. Why offer a cycber sale of %50 off Lancme fragrance and not honor it! I will never order from Lancome again. I smelled the fragrance at their competitors and thought Id bypass the middle guys and order direct. I was ecstatic to find cyber sale only to find out my order is cancelled with no explanation. If this is how Lancme do business then Id rather not patronize them. But I would like the 3.4 fl oz La vie est belle eau de perfume I ordered replaced. After researching reviews online, I found that this seems to be a common practice with Lancme to bait and cancel orders. I guess its the new era of bait and switch due to online shopping popularity. And Lancme has become pros at the ole bait and cancel. Something should be done about this issue.

  Business Response

  Date: 12/29/2022

  We apologize for your recent experience. A supervisor reached out via email offering to honor the promo you used on 11/28/22. If you are still interested, please place a new order for them and reply back to the email. We appreciate the opportunity to assist you with this matter.

• Initial Complaint

  Date:12/09/2022

  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 had purchased an item from YSL Beauty, and realized I no longer needed it, so I considered a return. I was told by an agent there was free return shipping, so I went to do so and saw that it was not. So I went back onto the chat and spoke to another agent who also said it was free, but when I went to the link she sent me, I told her the cost was $8. She offered me a refund credit of $8 to cover the cost and said it would be issued to my card. Fast forward to now, I received an email confirmation that my return was received. I went onto the chat again to confirm the refund was going to be for the full cost of ******, to which I was told the previous agent had lied and they are unable to issue a refund for the shipping cost. I then called in to speak with a manager, after again explaining the previous agent had lied to me, I was again told they could still not refund it, and requested to speak to a manager. I was on hold for 15 minutes and was told the manager was too busy to talk. I was offered no resolution, even after the fact of their agent lying to me before my return. I might have not even returned the item if I would not have been told they would reimburse me for shipping. This is absolutely unprofessional. My order number is ************ And I expect a refund in the full amount of ******, or that the item be shipped back to me at no cost.

  Customer Answer

  Date: 12/09/2022

  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:12/08/2022

  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.

  ********** promotes VERY aggressively HOLIDAY BEAUTY BOX *************************************************************************************************** I placed the order on November 28 2022 and paid for it Order Number: ************ Date Ordered: Monday, November 28, 2022 On Sunday December 4, the order was cancelled by ******. I contacted the customer support via the phone first thing on Sunday during their supposed business hours but they were not opened. I then emailed them same day and only got a reply on Wednesday 7 2022 telling me that have safety issue, volume issue and time out on payment order. The product remains available for online and available for purchase on the website. I called the customer service this morning at ***** am and the representative was unable to provide me more information. The produce remains available online but the representative was unable to process or reprocess an order. ****** refuses to sell the product to me.

  Business Response

  Date: 12/29/2022

  We sincerely apologize for your recent order experience. We tried to reach you by phone and left a voicemail requesting a return call so that we may assist you. We appreciate the opportunity to resolve this matter and look forward to speaking with you soon.

• Initial Complaint

  Date:12/06/2022

  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.

  Charged for order from 11/20.They say it shipped on 11/23.Nothing has shown up. No updates have been provided. **************** tells me it is on the way. Nothing has been received or updated. Again, the order is from 11/20. Order number: ************ I want a full refund and my products Re-shipped immediately.

  Business Response

  Date: 12/27/2022

  We sincerely apologize for your experience. We tried to reach you but were unsuccessful. We have issued both a refund and replacement as requested. We appreciate the opportunity to be of assistance with this matter.

  Customer Answer

  Date: 12/29/2022

  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:12/02/2022

  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.

  Date of the transaction: Nov 24, 2022 The amount of money I paid the business: ******usd ( include tax: 12.74usd)Order number: ************ Tracking number: ****************** (so far 3 products of the order were shipped and received, theres another two products are not shipped yet)My problem: Lancome rejected to refund my tax (as I hold a personal tax exemption card)As a diplomatic spouse, I hold a personal tax exemption card, which proves I do not pay any tax for all the purchase in US. After I made the order on Lancome official website, I contact the live chat to ask the tax refund but I was rejected, (I was told Lancome only refunds the tax when shopping in store not online). I tried to contacted different persons and hope to reach out a Lancome staff who is familiar this rule, but unfortunately, the experience was very disappointing. The first customer service is even very rude, after I send basic info, the person just say we dont do tax refund, I asked why, the person says its the companys policy. Since I emphasize it was requested by law, the person simply cut the conversation. So I try to contact the live chat again, the second time, the answer is the same, but at least a very polite way.I call the hotline service, the answer was, ******* can refund the tax, but ******* can only process the tax refund once I receive the product, I was told I need to call them once I receive the product. Next day (Nov 29) the products were delivered. I call Lancome again, but this time the answer is NO. The staff says she can arrange a supervisor call-back for my case, set up a time at Nov 30, 10:00am. But so far, Ive heard nothing from Lancome.My resolution is very clear and simple, Lancome should refund my tax. Theres no any companys policy can beyond the law.

  Business Response

  Date: 12/02/2022

  We sincerely apologize for the experience you had with our **************** representative when inquiring about tax exemption on your order.  As per state.gov, these cards cannot be used on internet purchases. They must be presented in person, therefore, we are not able to provide any tax reimbursement. We appreciate the opportunity to address this matter.
  

• Initial Complaint

  Date:12/02/2022

  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 feel like this company is scamming customers when orders are placed online. I placed items in my cart and never got to see a price so I signed into PayPal, was told that I would get to review my order on the next screen, only to have it all submitted and ordered, without knowing a price$400!!! I sent a chat and called immediately to cancel and was told that nothing can be changed once the order is placed. So I printed a return label and returned immediately only to have them refund for one item only. I have called and chatted only to be told that they will escalate my problem and that I will have to wait **** business days for my claim to be escalated and then 3-5 days for a refund if its approved. When I went back to see my account and see what was going on, my account has been deleted and no order history!!! They are very deceptive and I feel that I have been scammed. I have been unable to speak with anyone who has been able to help me.

  Business Response

  Date: 12/09/2022

  We sincerely apologize for your recent order experience. We have issued a refund in the amount of $189.93 to your 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:12/01/2022

  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 ordered an Advent Calendar as a gift for the holiday. Order number ************. For the listed price of $350, I was expecting a better shipping package to properly protect the product. The product came damaged, the content of calendar felt out from the box. I managed to put them back, but one of the flap was already damaged. And the corner of the box was damaged, and the *** logo on the front of the box was also damaged. It was NOT presentable at all as a gift. It was a such a disappointment. On top of that, I called the customer service to confirm if this is a new release, and the agent assured me this is new and limited. It turns out, after my research, this is last years advent calendar. Why would you selling outdated advent calendar to your customers from a year ago? Not to mention the price was inflated by 15%+ for the same product from last year. Misleading product description. And the customer service was no help either, they were not able address my concerns and promised an follow up email which never came. And I was trying to post a review for the product and it was "moderated" and never got posted. Very disappointed!!!

  Business Response

  Date: 12/09/2022

  We sincerely apologize for your recent experience. We have issued a refund in the amount of $383.25 for the Advent Calendar since stock is no longer available. Please allow 3-5 days for your refund to reflect in your account. We appreciate the opportunity to be of assistance with this matter.

  Customer Answer

  Date: 01/27/2023

  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:11/30/2022

  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 recently experienced racial discrimination from Lancome online. All my online purchase at Lancome online were denied, and the customer service replied it was because I was using credit cards not issued at USA. However, all my credit cards were issued at USA. They refused further clarification on how they made this conclusion. Their explanation and refusal attitude suggested that they denied my purchase solely based on my name which does not look like a traditional American name. So I reckon their behavior and their explanation are racial discrimination for Asian Americans. I have been using Lancome for years and their disrespectful attitude hurts me a lot. I am here just want to share my experience and let people who see it think about more when you want to buy their products. Do you want to support a brand that brings racial discrimination for Asian American in mind? Thank you for everyone reading my experience.

  Customer Answer

  Date: 12/14/2022

  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:11/29/2022

  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.

  On 11/25/2022 I placed an order for two flowerbomb fragrances ************. On 11/29/2022 the same fragrance was offered at a much bigger discount. I called customer service to cancel the order and place a new one and was told that could only be done if it hadn't shipped - which it hasn't and remains in order placed status. Then the rep confirmed the order has not shipped but in fact they cannot cancel or modify any order. So, not only can I not place a new one at the lower price but the order cannot be modified to ***** me a price adjustment. At this time I am requesting an additional 20% off be applied to my order as a price adjustment (or the ***** actual price difference as of today to my order total) and ****** and **** to update their customer service with the power to cancel and modify unshipped orders.

  Business Response

  Date: 12/09/2022

  We sincerely apologize for your recent order experience. As promised, we have issued a refund in the amount of $18.72 to the original method of payment. Please allow up to 30 days for your refund to reflect in your account based on the financial institution. We appreciate the opportunity to assist you with this matter.