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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

    • 250 total complaints in the last 3 years.
    • 86 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:11/28/2022

      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 11/01/2022, I bought a PACK OF OLIA HAIR COLOR (***********) at ********* with a big tag "TRY OLIA On **!" for $12.49. I scanned the ** code and followed the instructions to submit the receipt to get the rebate. Unfortunately, I got a declined message saying the receipt doesn't meet the requirements for a rebate on 11/03/022. I am disappointed because Garnier false promised a full rebate after purchase.

      Customer Answer

      Date: 12/05/2022

      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:11/15/2022

      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.
      For the Maybelline Express Free Lipstick on July 29 I was supposed to receive a free lipstick. I never received it even though I was told it's on its way. I then proceeded to contact ********** in which I got no response. So, I contacted them multiple more times in multiple different ways and still got no response after this many months! I want a response back from them to either get me that free Lipstick that was promised to me or to figure out what happened!

      Business Response

      Date: 11/29/2022

      We sincerely apologize for your experience with our promotion. As per your discussion with our supervisor, we are sending coupons to use on your next purchase. We appreciate the opportunity to be of assistance

    • Initial Complaint

      Date:11/01/2022

      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.
      Ordered products from SkinCeuticals on October 21st (************). When the order arrived on October 31st, one item was broken and leaking through the box. When I phoned SkinCeuticals, within seven minutes of receiving my items, they required photos of the damaged item and then told me it would take 5-7 business days for them to investigate my complaint. I called back later in the day to let them know this was not acceptable and I would be returning ALL items. The customer service agent told me there were no managers on duty and even if there were, there was nothing they could do. Called a third time to request a refund for all items and a mailing label, to which the customer service agent said it would take 2-3 business days to ************* via email. What? This is 2022, that return label should have come right away. Additionally, after reading several reviews for this company, I am worried about sending it back and not getting my refund for an extended period of time - if ever. I spent almost $500 on product and was treated horrifically on the phone.

      Business Response

      Date: 11/03/2022

      We sincerely apologize for your recent order experience. We have issued a refund for the damaged item to the original method of payment. Please allow 3-5 business days for your refund to reflect in your account. We have also sent a pre-paid label to return the remaining items in your order. We appreciate the opportunity to assist you with this matter. 

    • Initial Complaint

      Date:10/24/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Lancome USA On September 30, 2022, I purchased several items from Lancome, the order totalling ******. Among the items I purchased was a 5-color eye shadow palette, price $50.00. When I received the order, everything seemed fine except for the eye shadow palette. The plastic insert that covers the powder was missing, the wands were missing, and there were gouges in the powder indicating that it was used. I called Lancome, and the rep agreed to send me a replacement. When the replacement arrived, the eye shadow box looked like it had been dragged behind a train, gold foil torn, the plastic insert that covers the eye shadow was missing, and a wand was missing. So, the replacement seemed used. I called ******* for the second time, spent an hour on the phone with a rep, sent her photos of that and a subsequent order, and she told me that she would send me a *** Label and I could arrange a pickup. (I had explained to her that I was on an indefinite quarantine due to covid damage and could not go into the *** store.) During the call, it was clear that she was using the wrong email address. I corrected her and pointed out the email address on my account. So, I waited for the printed label to show up in my email. No label. I opened a chat with a rep and explained that the label had not been sent. She asked if I would prefer a printed label or a QR code. I again explained that I could not use a QR code, as I could not go into a building, per doctors orders. She said she would send a printed label. She did not. She sent a QR code, which I cannot use. I emailed Lancome, and they said they do not send out printed labels, only QR codes. Does that mean that two reps lied to me? I requested a refund. They refused.

      Customer Answer

      Date: 11/18/2022

      Better Business Bureau:

      At this time, I have not been contacted by L'Oreal USA regarding complaint ID ********.  ******* has made no attempt to resolve this issue. I tried to contact them twice more since filing my complaint, to no avail.  They never sent the printed *** label that was promised me by three different customer service representatives, and they never refunded my money.

      Sincerely,

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

    • Initial Complaint

      Date:10/19/2022

      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.
      Placed order number ************ on 10/10/2022 in the amount of $158.04. Received a shipping confirmation on 10/11/2022 for a partial order. I contacted Pureology via telephone on 10/12/2022 and they stated that the item I was missing was out of stock. I asked to return the order since I was charged in full for a partial order. I was told that I would be credited for the missing item and a *** label would be sent to me to return the other part of the order. As of today's date, I have received neither. My customer service representative was ************************* who has tried diligently to get me a return label but insists that Pureology is very behind. In addition, I have to drive to a *** location approximately 60 miles from my home to return half of an order that I paid full price for. I've attached the shipping confirmation for verification that the order was only a partial.

      Business Response

      Date: 11/03/2022

      We sincerely apologize for your recent order experience. A refund was issued for the missing item on 10/19. A return label was also sent the same day for the remaining items in the order. Once your return is received and processed, a refund will be issued to the original method of payment. We appreciate the opportunity to assist you with this matter.

      Customer Answer

      Date: 11/03/2022

      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:10/19/2022

      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.
      Placed an order on Kerastate *** website (Order number ************), order shows as delivered but I never received. Called **************** and was told I will receive a full refund, but I have not received any. I would like my refund be issued, thank you. Order total $82.88

      Customer Answer

      Date: 10/22/2022

      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. I just received a refund from the business.

      Sincerely,

      ****** **



       

    • Initial Complaint

      Date:10/07/2022

      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.
      I do purchase at lancome.com on sep 19,order number is *************but the order did not shipped and my card been charged already,I call customer service ask refund on sep ****** still did not get the refund.

      Business Response

      Date: 10/24/2022

      We sincerely apologize for your recent order experience. A refund has been issued to the original method of payment for the full order value on 10/7/2022. It can take 5-7 business days for the refund to reflect in your account. We appreciate the opportunity to be of assistance. 

    • Initial Complaint

      Date:10/03/2022

      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.
      Ordered some items from Lancome one of their children company. ******* gave us a tracking that took us to *** and on their website it said item was being picked up. We weren't expecting a delivery to happen at this time. Little did we know they used a different delivery vendor whom delivered it without us knowing and the package was stolen due to the delivery service leaving it in a poor spot. Reached out to Lancome customer service a week later for them to give us the actual tracking link saying it was already delivered and they put the blame on us despite giving us bad tracking info leaving us in the dark about the item.Attached you can see the tracking still says awaiting carrier pick up.

      Customer Answer

      Date: 11/04/2022

      Better Business Bureau:

      Paypal has worked with me to resolve the issue.

      Sincerely,

      ***********



       

    • Initial Complaint

      Date:09/28/2022

      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.
      This will be the second time I am contacting ******* regarding an issue I have with their hair products. I have used preference light auburn and let them know that I could not open the conditioner bottle. The top was on so tight it was impossible to open and even a friend of mine also could not open it. I asked them to send me an envelope so I could send it to back to show them just how hard it was to open but they never did. I just used the preference dark blonde and the same thing happened. I could not get the conditioner top off no matter how hard I tried. I am not going to hurt my hands anymore in trying to do so. There is definitely something wrong with their products but they obviously do not stand up to the quality of them. They should have their quality control department looking into this but like I said they did not send me the envelope or try to make an endeavor to get the product back to see what was wrong with it. When I first had the problem, I did not contact them and let it go but now that it's happened for a third time I cannot afford to keep on dealing with this nor should I have to. I do like their products and I know that they've worked for me but there's definitely something wrong with the conditioner and other times there were things wrong with the actual product. I also have reported these issues as well to the company but to no avail.

      Customer Answer

      Date: 10/01/2022

      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:09/22/2022

      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 ordered the Pureology Hydrate ********************* Bundle for $122.68, was charged for the entire amount, but only received the Conditioner. The packing slip shows that only half was shipped and that I was only charged for half the amount, but the actual payment that was processed was the Full amount. My order was placed on 9/04/2022 and was paid through Paypal. I'm attaching the packing slip from Pureology as well as the Payment Receipt to Paypal. I've filed a claim with Paypal and I've also contacted Pureology twice with no response.

      Business Response

      Date: 10/04/2022

      We sincerely apologize for your recent experience with your order. Our records indicate that you have been refunded $57.99 on 9/26/2022. We appreciate the opportunity to respond. If you have any questions, please feel free to contact us. 

      Customer Answer

      Date: 10/07/2022

      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 did NOT receive a refund from them.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 11/09/2022

      We have successfully processed your refund in the amount of $122.68 on 11/8/22to the original method of payment. Please allow 5-7 business days for it to reflect in your account. We appreciate the opportunity to respond.

      Customer Answer

      Date: 11/18/2022

      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,

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



       

    L'Oreal USA is NOT a BBB Accredited Business.

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