We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

L'Oreal USA has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 252 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:04/04/2025

      Type:Customer Service 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 online order with Skinceuticals on 3/12. My Amex was charged in full. The shipment was never received. The *** shipping status only said a label was created, but the package was never shipped. I have since contacted Skinceuticals 12 times asking for my replacement order to ship, which they charged me for, and they keep giving me a robotic reply that they have escalated this and I need to wait. Weeks have gone by and they wont tell me when my replacement order will ship. I get the same robotic reply when I call them. I have requested to speak to a supervisor 6 times and they said someone would call but no one does. They kept my money, wont ship my order, and only tell me to keep waiting. My order number is ************. Thank you!

      Business Response

      Date: 04/18/2025

      Please be advised that a replacement was issued and delivered (4/11/2025) to the consumer. We apologize for any inconvenience.

      Customer Answer

      Date: 04/21/2025

      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:04/04/2025

      Type:Product 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 purchased fragrances my package was stolen from the front door I contacted and place a claim and they said *** is the responsible party for the loss I contacted them as well and their response was that they made an investigation and closed the claim per Lancme information

    • Initial Complaint

      Date:04/01/2025

      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 tried contacting IT cosmetics regarding their celebration foundation that I bought at *******. I asked them to look at the pictures I sent them to help me determine if the product was fake. The picture included the batch number as well. They refused to look at the pictures or look up the batch number to determine if it was fake or not. *** did they care that ******* might be selling fake products to their customers. Clearly they don't care about their customers. I have been a long time customer of ********************** and I'm extremely disappointed in how they have treated me.

      Business Response

      Date: 04/11/2025

      The consumer was compensated for the product 

      Customer Answer

      Date: 04/14/2025

      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:03/31/2025

      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 purchased a Lancme ********************************* (shade 105W) and noticed that the product had a sticker label showing an expiration date of 08/2025. However, the original expiration date printed directly on the bottle was 08/2024a full year earlier.This strongly suggests that the expiration date was arbitrarily extended with a sticker, without any explanation, disclosure, or documentation. The original date was not crossed out or labeled as incorrectit was simply covered by a new label, giving the appearance of a fresh product.When I contacted Lancme customer service, they insisted that the sticker date was the correct one. I asked for official documentation confirming that the original printed date was a mistake made by the manufacturer, but they were unable to provide any. This lack of transparency is extremely concerning, especially for a product that is applied directly to the ******* make matters worse, during the first interaction, customer service told me I would need to return the product and pay $5 for shipping in order to get a refundonly offering to waive the fee after I complained. Even now, they continue to require a return, despite the fact that the issue stems from potentially misleading relabeling, not a customer error.This experience has led me to believe that the brand may be engaging in non-disclosure and potentially deceptive sales practices, especially since Ive seen similar reports from other customers who received the same product and shade with questionable labeling.I am requesting:A full refund without requiring a return,A formal apology for the misleading handling of the product and poor customer care,And appropriate compensation for the time, effort, and loss of trust caused by this experience.

      Business Response

      Date: 04/16/2025

      Please be advised the consumer was issued a refund for the amount disputed and a replacement. We apologize for any inconveience. 

    • Initial Complaint

      Date:03/28/2025

      Type:Sales and Advertising 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 over 815 rewards points and attempted to redeem 400 of them for a travel size product for an upcoming vacation. My points were removed from the reqard point total leaving ************************************************************************************* saying the points were returned and there was no issue and I only have 415 points. If you go to their website and just add numbers together using the most basic math- you can see I had 815 ACCORDING TO THEIR RECORDS- and I never got my points or products. I provided them screenshots and an actual calculator b/c their math is SO WRONG. They stole ********************************************** stating it never happened.

      Business Response

      Date: 04/11/2025

      Please be advised the consumer was issued her points back for the amount disputed. We apologize for any inconvenience.

    • Initial Complaint

      Date:03/25/2025

      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.
      3/19/2025 $26.50 PLUS TX BUSSINESS DID NOT PROVIDE NOTHING. THE BUSSINESS SENT AN EXPIRED PRODUCT AND WOULD NOT REPLACE THE ***** I BOUGHT THE **** DURING A PROMOTION AND THE COMPANY WOULD NOT HONOR PROMOTIONAL PRICE.

      Business Response

      Date: 03/25/2025

      Unable to replace for desired settlement 

      crediting her account for 28.80

      Customer Answer

      Date: 04/03/2025

      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:03/12/2025

      Type:Sales and Advertising 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.
      On March 10, 2025, I purchased a Lancome Product: Lancme Teint Idole Ultra Wear from Ulta. Upon opening the package, I discovered that the expiration date had been covered up with another expiration date sticker - the product was actually expired. I emailed Lancome's customer service to report this problem, as this was quite horrifying. The ****************** was polite, and informed me that this was an action Lancome had taken. The second representative was dismissive, tried to give me a sales pitch, and refused to explain what happened with their product except that they "can not pick expiration dates sent from the warehouse" as if that somehow excused the coverup. In other words, I am reporting Lancome for deceptive business practices, unethical behavior, and potentially fraud. I would like them to stop covering up expired products with new expiration stickers. Regardless, I will not be purchasing any products from them again, as they are clearly untrustworthy.

      Customer Answer

      Date: 04/22/2025

      Better Business Bureau:

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

      Sincerely,

      ***** ***

    • Initial Complaint

      Date:03/03/2025

      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 kerastase I have only been using ********* products in my hair for the past 3 years. Placed the order in the amount of $265 with tax. Order number ************* *** did not deliver in a safe place never received the order. I opened a complaint with *** but it can take up to 14 days for them to investigate. *** did not deliver to parcel pending box where they were supposed to or to the office. Instead, they left in front of the door and someone stole the package. I Called Kerastase explained the situation but they did not want to send a replacement until this investigation is over. That is not fair to me as a consumer because I am not *** customer, I am their customer and if I paid for the order I should have received it. They need to pursue this amount with ***, I should not be punished as a customer for their mistake. I Don't want a refund just a replacement for what I paid for.

      Customer Answer

      Date: 03/28/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding L'Oreal USA has been resolved.

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


      Sincerely,

      ***** ****

    • Initial Complaint

      Date:02/13/2025

      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.
      A Skin Ceuticals order place in late Nov 2024. Order a qty of 2 of PTIOX and only received 1 in the shipment. Called in Dec and a $0 replacement order submitted. Order cancelled next day, no reason on the email. Called and was told the item is backordered. Refund request submitted and was told it would take 3-5 business days. When it was not received, called back and was told it would take 30 days since I paid using ******* 30+ days later, no refund. Called back to find out it failed to process and why is unknown. Request to have a manual check issue/sent by mail, told it would take 3-4 weeks. Check received, wrong amount unclear how they got that amount. 2-3 calls/emails later told the that check will need to be voided to allow a new check to be issue (~ 1 week ago) and it would be another 3-4 weeks before received a new check with the correct amount. Was told I would get an email when the check was voided, not received. Sent a follow up email to indicate my case has been escalated. No confirmation on the check being voided.Calling at least 6 times, one call back to my latest escalation and 2-3 emails later there is no resolution.This is absolutely UNACCEPTABLE and this needs to be resolved immediately. As a consumer I should not have to call/email this may times to get this issue resolved.

      Customer Answer

      Date: 03/10/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding L'Oreal USA was resolved by disputing the issue through ******. I had not received any response from L'Oreal USA regarding this matter.  Regardless, I have received my refund through ****** (payment method used for the original order).

      Regards,

      ********

    • Initial Complaint

      Date:02/12/2025

      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 returned 3 Lancome Advent Calenders, but only 2 were refunded.

      Business Response

      Date: 02/14/2025

      Please be advised the consumer was issued a refund for the amount disputed. We apologize for any inconvenience.

    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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.