Business Profile

Cosmetic Manufacturers

L'Oreal USA

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Complaints

This profile includes complaints for L'Oreal USA's headquarters and its corporate-owned locations. To view all corporate locations, see

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.

Initial Complaint
Date:02/07/2025
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.
The ******* Le Liner mechanical eyeliner is a plastic tube with eyeliner in cylinder form inside it, which you advance by screw-mechanism from the bottom. The problem is that the actual eyeliner crumbles and falls out of the opening at the application tip of the tube. Then there is nothing eft. Also, there is visually a long plastic product, but the liner inside is so minimal as to be not worth *****.
Business Response
Date: 02/25/2025
Please be advised the consumer was issued a refund in the amount disputed. We apologize for any inconvenience.
Initial Complaint
Date:02/07/2025
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.
Date of transaction 8/5/2024 $ ****** Order ** ************ I placed an order via ******** Possay website, but it was never delivered to me. I immediately contacted their customer service to inform them about the issue. Unfortunately, they provided no support or assistance regarding the matter and made no effort to resolve the situation and kept sending them emails with no response from them at all.******
Business Response
Date: 02/27/2025
Resolution resolved consumer was refunded to their credit card 241.86
Customer Answer
Date: 03/11/2025
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 business initially confirmed that they issued my refund, but in a subsequent email, they mentioned that they had only submitted a request for a refund. However, after checking with my credit card company, I found that neither the refund nor any request for a refund has been processed for that transaction yet.

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

Sincerely,

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

Customer Answer
Date: 05/10/2025
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]
I NEVER GOT ANY REFUNDS TO MY CREDIT CARD , No emails been sent showing my refund either.

The business been shady & sending different reponses with no actual and determined action to sort out that matter

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

Sincerely,

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

Business Response
Date: 05/21/2025
refund compensation was sent in a check for disputed amount
Initial Complaint
Date:02/06/2025
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 ordered a liter of shampoo and conditioner from ************* 12/1/24. I only received shampoo, not conditioner. I reached out to customer service multiple times and was asked for non-sensical information ( lot number on missing product). **************** did not resolve complaint. Contacted bank for **********, company lied and stated I did not attempt to resolve with customer service. I have spent thousands on pureology products over the years, now will boycott given the terrible handling of this situation.
Business Response
Date: 02/14/2025
Please be advised we are sending a replacement for liter of Hydrate Conditioner. We apologize for any inconvenience.
Customer Answer
Date: 02/19/2025
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:02/05/2025
Type:Order 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 am contacting about a recent Armani Beauty purchase. I ordered a few perfumes and to my shock I only received the samples in my order, including only the free perfume that came with my purchase. I contacted Armani promptly about this and was issued a full complimentary refund which was also confirmed to my email. After waiting for a long time and no refund, I contacted your customer service and my refund was cancelled and was told to ship the missing items back. How am I supposed to ship missing items back? I was left with no choice but to dispute the purchase with my credit card to get my money back. I had no item, no product and your customer service very adamantly refused issuing my already promised refund. After this, I was shopping for *********** gifts, since I like other brands owned by Loreal, and I noticed I am banned from shopping at Loreal brands online as a whole. This experience has been upsetting, emotionally distressing and confusing. Please unban me from shopping online. I feel I have been unfairly punished for a mistake that is not mine.
Business Response
Date: 02/25/2025
Please be advised that we have had communication with consumer ***** ******* regarding her Armani order. The weight of the order was 6.80 lbs which aligns with the full order having been shipped. Our products undergo a thorough weighing process before shipment to verify completeness.
Initial Complaint
Date:01/27/2025
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 ordered a gift set from Lancome as birthday present for my friend but received a broken package. I reached out to Lancome customer asking for a replacement and provided all the information they requested. At first I didn't even open the gift box because it's also damaged which is far away from what I expected. The customer service requested photo of items inside. So I opened it and found the serum inside was empty and all spilled. And they only offered to refund me that serum and rejected to exchange the box. I considered the box as a whole piece and also still planned to use it as a present, trying to argue but failed. Then I stepped back just wanted to get every item I ordered so I asked for a replacement of only that serum instead of the whole box. And again they rejected saying it's a set and they cannot send separate item. I was extremely disappointed on the product and service they provided at that point so I asked for return of the whole set. They pointed me to the return process which will charge me for returning. This is out my knowledge of understanding the right of a customer, why would I be charged for returning a damaged product I received? Could you please help to resolve this?
Business Response
Date: 02/03/2025
Please be advised the consumer was issued a refund for the amount disputed. We apologize for any inconvenience.
Customer Answer
Date: 02/04/2025
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,

******* **

Customer Answer
Date: 02/17/2025
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. Just wanted to let you know for complaint ID #********, I received an email today from Lancome customer service saying the gift set is out of stock and they will refund me for the full set. Thank you so much for all the help on resolving this.

Best
******* **

Sincerely,

******* **
Initial Complaint
Date:01/20/2025
Type:Product 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.
June 28th ***** order ************ My order was never delivered and the business been contacted right away about what happened and they admitted that my order wasn't delivered too , over the last few months they promised a full refund which never happened.I am requesting a refund to my CC,Thank You ****
Business Response
Date: 01/23/2025
Consumer has been contacted, and refund is being sent in the amount of the dispute.
Customer Answer
Date: 01/25/2025
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?

Given the initial promise of a refund check and the subsequent disregard for my emails, I expect a full refund back to my original credit card. The timeframe for this refund is now long overdue, and it's essential that your company takes responsibility for this delay. The failure to communicate effectively and resolve this matter promptly lies squarely within your company's jurisdiction.

I urge you to rectify this situation immediately by processing a full refund to my credit card. Any further discussion on this matter will be futile.

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

Sincerely,

**** *****

Business Response
Date: 02/03/2025
Due to the timeframe of the order, the refund will need to be issued in the form of a paper check. Although we have not heard back from you confirming your address, we've gone ahead and issued your refund check based on the address you've previously provided to us.
Customer Answer
Date: 02/06/2025
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]
Because they promised to do that before and it never happened , the business was notified about the issue within timely manner and I am requesting my refund to the same method of payment ,because it took forver now

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

Sincerely,

**** *****
Initial Complaint
Date:01/14/2025
Type:Product 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 am filing this complaint regarding two purchases I made from ************* (a subsidiary of *********) that I did not receive, despite being charged. I have contacted SkinCeuticals multiple times, as well as **** and I have proof of my attempts to resolve the issue. However, no resolution or refund has been provided. My bank (Current) also rejected my dispute, which is why I am now seeking BBB assistance.Details of the Issue:1.First Order Email: ***************** Order: C E Ferulic with 15% L-************* Order #: ************ Order Date: Nov 22, 2024 Delivery Date (per tracking): Nov 25, 2024 Amount: $223.32 Problem: Package marked delivered by **** but I did not receive it. I immediately contacted SkinCeuticals, who advised me to file a *** claim. *** never contacted me, and SkinCeuticals refused to refund me.2.Second Order Email: ******************** Order: Triple Lipid Restore 2:4:2 Order # Order #: ************ Order Date: Nov 23, 2024 Delivery Date (per tracking): Nov 26, 2024 Amount: $193.05 Problem: Same issue as abovepackage marked delivered but never received. ************* refused to refund me despite my attempts to contact ******* Actions:I contacted SkinCeuticals customer service multiple times via email and phone, providing all necessary information and evidence of non-receipt.I also filed a claim with **** but they never reached out to **** filed disputes with my bank, Current, but they sided with the merchant and denied my claim.I have documentation to support all of these efforts.Resolution Requested:I demand an immediate refund of the total amount of $416.37 for the two orders mentioned above. I have exhausted all other options and provided sufficient proof of non-receipt. SkinCeuticals refusal to refund me is unacceptable, and I request BBB assistance in resolving this matter.
Business Response
Date: 02/07/2025
We are issuing a refund of $222.32 for order SKC_06138787 to the original payment method as the order was delivered to the incorrect address. However, we are unable to provide a refund for order ************* *** has confirmed delivery to the address provided, and we have proof of delivery.
Customer Answer
Date: 02/11/2025
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 am rejecting SkinCeuticals response because it is inconsistent, unfair, and does not resolve the issue. They refunded one order but refused the second for no valid reason.
Why Their Response is Unacceptable:
Both orders had the exact same issue. One was refunded, but the other was denied.
*** did not resolve my claim. I followed SkinCeuticals instructions to file a claim, but *** never contacted me.
Retailers are responsible for ensuring deliveries. I made my purchase from *************, not **** If a package is lost or stolen after delivery, it is still the retailers responsibility to resolve the issue, as other major brands do.
No proof that I physically received the package. A *** tracking update does not prove the package was actually delivered to me.
Resolution I Am Seeking:
I am requesting a full refund of $193.05 for the second order. SkinCeuticals cannot selectively refund one package and deny the other when both had the same delivery issue.
I ask that BBB continue pushing for a fair resolution and escalate this matter further. SkinCeuticals must take responsibility instead of placing the burden on the customer.
Thank you,
**** ******

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

Sincerely,

**** ******

Business Response
Date: 02/14/2025
Please be advised the consumer was issued a refund for the amount disputed (SKC_06145042). We apologize for any inconvenience.
Initial Complaint
Date:12/26/2024
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.
This started in September so its been an issue for 3 months now. I order a lot from redken. I generally order when they have a sale. In Sept they did not apply my discount, forgot my samples & free gifts plus, sent shampoo instead of conditioner. **** did resend the conditioner to fix that. I continued ordering but each time I would pick out my samples & gifts but never receive them. There was a cup, a tools bag, a belt bag, scrunchies, etc, so today I have a text that says 15% off VIP plus last chance for free minis & free gift with $80. I added multiple items to my cart and attempted to use the promos. when they didnt work after multiple times I contacted the chat ***. **** said I could only use one promo at a time OK so that would make me have to choose between the 15% off or the free minis, which is technically false advertising, but OK fine I cant use two promos. I should still be able to receive my free gifts and free samples with my order of $110. The lady on chat was totally useless. She said that I need a promo code for the free gift and the samples which is WRONG it says directly on the website. so either the lady that I was speaking to has no idea how to do her job or their website is wrong again?? Needless to say I will not be placing my order with them today because Im tired of getting scammed. **** promise that all the stuff is going to be included with my order, but then it never shows up. Yes I realize these are just gifts but when you get multiple texts a day about promos & offers only for them to constantly leave them out of my order is ridiculous. No I dont use the scrunchies but, I let my granddaughter choose a color & then they dont show up. Its just a constant let down. Maybe the same person that trained the chat *** I spoke to today trained the person filling my orders in the warehouse because neither of them know what theyre supposed to be doing.
Business Response
Date: 01/17/2025
We sincerely apologize for your experience. We tried to call you twice but were unsuccessful. As per our email, samples are being sent out to the mailing address provided next week. We appreciate the opportunity to assist you.
Customer Answer
Date: 01/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that

[Your Answer Here]

they say theyre sending samples but the website is still doing the same thing. That also doesnt replace all the gifts Ive not received with my orders. Ive placed many orders & spent hundreds to not receive things Im promised. I went to place another order & nothing has been corrected when will the fix the website??

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

Sincerely,

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

Business Response
Date: 02/14/2025
We wanted to clarify our policy regarding promotional codes.Please note that only one promotional code can be applied per order on **********.

If you attempted to use multiple promo codes on your order,only one would have been applied. The specific code applied is usually the one that provides the greatest benefit to you, or the one that was entered first.

We appreciate your understanding and look forward to fulfilling your Redken needs.
Customer Answer
Date: 02/17/2025
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.
They did send me a bunch of samples to attempt to resolve this. I was only using one promo code though. it was additional website offers that did not require a code that were removed. For instance, I placed a order last week. I received it Saturday. The site had prompted me to choose a gift. I chose the clear redken accessory or makeup bag. It was not included in my order. Now, I did not have a code for this. I only chose it because the site said to choose a gift. I am not sure why they'd tell me to choose a gift then not include it but it happens all the time.

Sincerely,

******** *********
Initial Complaint
Date:12/18/2024
Type:Product Issues
Status:
UnansweredMore 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.
Order ************ i am requesting a full refund back to my credit card, I am disgusted with this company. i have emailed them over 10 times about not receiving my order as it arrived damaged with all 4 products missing, as the box was smashed and damaged in transit and all items fell out, I have sent them pictures of the damage and everytime they respond to my email they respond with the same exact questions that I have already answered 10 times i did not get my order, they owe me a full refund to my card
Initial Complaint
Date:12/10/2024
Type:Delivery Issues
Status:
UnansweredMore 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 am writing to formally express my concern and frustration regarding the cancellation of my order placed on December 2nd during your Cyber Monday sale. The total of my order was $450.40, and despite the payment being successfully processed on my end, I received an email stating that my order had been canceled with no clear explanation.When I contacted your customer service team to inquire about the cancellation, I was informed that there was an "authorization issue" during the transaction. However, I was never notified of any problem with my payment, and I was not given the opportunity to resolve the issue before the order was canceled.What I found particularly troubling was that when I asked if I could provide an alternative payment method to process the order, I was told I would need to place a new order at the original price, effectively canceling the discounted sale price I had already secured. This situation feels unjust and, frankly, like a deceptive practice. The original sale price should be honored, especially considering that the problem was on your end and not related to any fault of ******* seems highly inappropriate and unreasonable to require a customer to pay a higher price simply because of an issue that was not caused by them. This approach raises concerns about potential fraudulent activity, as it appears to take advantage of the situation rather than resolving it in a fair manner.I kindly request that you review this matter and restore my order at the originally agreed-upon sale price of $450.40. If this is not possible, I would like a full explanation as to why the sale price is no longer being honored, and a clear outline of how you intend to resolve this issue fairly.I expect a prompt and satisfactory resolution to this matter.Thank you for your attention to this issue.
Customer Answer
Date: 01/03/2025
Better Business Bureau:

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

Sincerely,

****** ***

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L'Oreal USA is NOT a BBB Accredited Business.