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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:09/20/2022

      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.
      I recently purchased CeraVe Hydrating Mineral Sunscreen 50 from my local CVS on 9-19-2022. The product was applied to my skin as directed. The product irreversibly damaged an article of clothing that I was wearing. I took the item to a professional cleaner to evaluate it and was told that the jacket could not be cleaned. The cleaner said that the sunblock appeared to have dyed the collar of the jacket.No where on the product does it contain any warning in regards to damaging clothing. I researched online and found hundreds of other consumers with this same complaint.I am requesting a payment for the total replacement cost of the jacket. The estimated replacement cost of the jacket is $389.00 USD.

      Customer Answer

      Date: 10/15/2022

      Better Business Bureau:

      At this time, I have not been contacted by L'Oreal USA regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:09/19/2022

      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.
      The first week of August I returned $248 worth of skincare products to Skinceticals. I sent it **** PRIORITY.A few weeks later I tracked the package and it was received on 8/12. I contacted their customer service number re my credit and was hung up on. I then sent an email and was told my debit card would be credited on 9/12. When the credit didnt appear I called again and was asked for the **** tracking number; despite having an email that they received it and was told they needed to open a case number??!!! The rep then hung up on **** have their emails acknowledging receipt. I have the **** tracking receipt. If you look on Trustpilot.com or Sitejabber you will see this company has a history of doing this to clients.They have their products back, I want my money. I AM SO TIRED OF INTERNET COMPANIES DOING THIS TO CONSUMERS. This company is owned by LOral.(If you need a copy of the postal receipt I have it also. Having just moved cross country, it is just not in my photo library).

      Business Response

      Date: 10/04/2022

      We sincerely apologize for your recent order experience. A refund check in the amount of $248.04 has been sent to your mailing address. Please allow 3-4 weeks for delivery. We appreciate the opportunity to be of assistance. 

      Customer Answer

      Date: 10/21/2022

      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:09/19/2022

      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.
      Lancme claims people can redeem Loyalty points for products, but I can not place any orders to redeem points. When I try to place an order to redeem points, the system says High volume and please try it later. This error message shows for over one mouth. The customer service on phone can not either, so I think the Loyalty points are a fraud.

      Customer Answer

      Date: 10/14/2022

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding L'Oreal USA has been resolved. I am able to place my order now. Thanks!

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:09/13/2022

      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.
      Purchased Renergie Day and Night Cream for $107 from Lancme. The night cream burned the skin under my eyes. The day cream makes the skin oily and also ***** the skin. This product is not safe.

      Business Response

      Date: 09/19/2022

      We sincerely apologize for your experience with our products. Your results have been documented by our team. We are sending you a refund in the amount of $135.00 via US Mail. Please allow 3-4 weeks to receive. We appreciate the opportunity to be of assistance with this matter.

      Customer Answer

      Date: 10/03/2022

      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:09/08/2022

      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 5/2/2022, I bought a ************** product - the Anthelios Melt-in Milk Sunscreen with Cell-Ox Shield UVA/UVB Protection + Antioxidants for $36.37. It was bought at Ulta Beauty Store 540m Lot Code: 18UDO3. On 7/29/22, I contacted their Customer Support requesting a refund, given that the sunscreen had a curdled texture and was unusable after less than a month of buying the product. On 8/9/22, Customer Support requested that I mail the product back to them to get the refund and that they would be enclosing a prepaid return shipping label, which was not attached to the email thread. On 8/19/22, I followed up on them requesting the shipping label, of which they stated the shipping label will be sent via mail. On 9/6/22, I followed up again, stating that it has been 3 weeks and I have not received a shipping label. I stated that return labels can be easily sent via email to be printed, rather than wasting resources sending a shipping label through physical mail. So far they have not responded.The reason for this complaint is that ************** is avoidant in addressing my consumer needs and refuses to issue a refund. After more than a month of back-and-forth emailing with their Customer Support, I have not had my issue resolved and expressed with them how much of an inconvenience the experience has been, and that their **************** should not go unwarranted.

      Business Response

      Date: 09/19/2022

      We sincerely apologize for your recent experience with our product as well as service. We have issued a refund check in the amount of $36.37. Please allow 3-4 weeks for delivery via US Mail. We will also be sending another pre-paid mailing label to return the product. We appreciate the opportunity to assist you with this matter.

      Customer Answer

      Date: 09/19/2022

      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:08/23/2022

      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.
      want money back on order not received.

      Business Response

      Date: 08/24/2022

      We apologize for your recent experience. A no cost replacement order was sent out 8/13 and delivered 8/17. This item is only available in one shade. If you no longer want this product, it can be returned for a full refund. Please let us know how you would like to proceed. 

    • Initial Complaint

      Date:08/16/2022

      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.
      ******* ******************* dye Medium Ash Blonde Cooler 7 1/2 A Cooler, Bottle # 2 poured burgundy, rust colored liquid, which has never looked like that before. I called the # on the box and the representative seemed to be aware of the problem, and suggested it was safe to use and would not turn my hair red and if I were to purchase another box, with the same problem. Bottle # 2 has always been a cool tan tone, and today it was a ***** burgundy/orange color.Is this the correct advice you should be telling customers instead of pulling the product off the shelves?How am I supposed to find the product again without this problem? The rep also mentioned mentioned the word "air" and "processing" in the same sentence. I have photos upon request. UPC # ************ Where do I find the Original color? I do not want to mistakenly buy this again.

      Business Response

      Date: 08/17/2022

      We sincerely apologize for your recent experience with our haircolor. As per your conversation today with our Supervisor, two boxes of Preference 7.5A and additional coupons are being sent to you. We appreciate the opportunity to be of assistance with this matter.

      Customer Answer

      Date: 08/17/2022

      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:08/10/2022

      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.
      Order ************ and ************ were left at the door by Deliver-It and they did not ring the doorbell. I wanted to refuse the package and return to sender but I didnt get the opportunity to do so because the doorbell was not rung. Please provide return labels for both orders.

      Business Response

      Date: 08/24/2022

      We sincerely apologize for your recent order experience. We are sending return labels along with instructions to return your orders. You will be refunded to the original method of payment once the orders are received at our warehouse. We appreciate the opportunity to assist you with this matter.

      Customer Answer

      Date: 08/24/2022

      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:07/22/2022

      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.
      ******** ***** has yet to refund my $58. The product was returned on June 3rd and they stated it would take 3 days. I followed up via email on July 3rd. They stated they would refund the money and I also filed a chargeback. They told my credit card company that they did not get the product back even tho they sent me a label. Even tho they confirmed via phone in June that they did and I just needed to wait 30 days. They also sent me a label on May 30th and I could see that it is returned on June 3rd. It's been over 30 days. Refund my money.

      Business Response

      Date: 07/22/2022

      We sincerely apologize for your recent experience. We have issued a refund for returned order ************ 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.



    • Initial Complaint

      Date:07/20/2022

      Type:Delivery 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.
      On 07/13/22 I placed an online order with Hair.com by Loreal. I did receives the confirmation order received and then I received the shipping info. See uploaded docs. I did receive the order but it was missing items. I contacted by phone Hair.com by Loreal ************** Monday - Friday 9:00a.m. - 6:00p.m. EST and was told that the missing four items items totaling $108- were out of stock but I was charged anyway and with no notice of out of stock and no back order option. This transaction has cleared my bank.I want my refund of $108.00 ** see uploaded docs and also notice the highlighted ares on the missing docs that give the details of the missing / not shipped and charged anyway items. **

      Business Response

      Date: 08/02/2022

      We sincerely apologize for your recent experience. We have refunded the original method of payment for the items missing from your order. Please allow 3-5 business days for your refund to reflect in your account. We have also sent an email providing a promo code for your next order. We appreciate the opportunity to assist you with this matter.

      Customer Answer

      Date: 08/03/2022

      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:

      [Your Answer Here]

       The refund was for $98.23.  I want the full refund of the amount I was charged, $108.00.  I want the additional $9.77 that the refund is short.

       

       

       

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


      Sincerely,

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




       

    L'Oreal USA is NOT a BBB Accredited Business.

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