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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:12/09/2024

      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 ordered skincare products that never arrived. I contacted the company they said well we need file an investigation. *** called me and left a non audible message. I called *** and was on hold for an hour and no one ever answered. Skinceuticals is the shipper and should either replace my item or give me a full refund asap. I shouldn't have to waste hours dealing with ***

      Business Response

      Date: 01/09/2025

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

      Business Response

      Date: 01/09/2025

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

    • Initial Complaint

      Date:12/05/2024

      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.
      I bought two products online from Lancme and received the wrong products plus it was shipped in an old box with glue in it I called customer service for two days no one was in the *** or would allow me to speak with. Supervisor or help me No one helped me at all

      Business Response

      Date: 12/13/2024

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

    • Initial Complaint

      Date:11/19/2024

      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 purchased ************************* and have suffered from horrible cystic acne. I have always had extremely clear skin. It is painful to even touch. After reading online numerous others have experienced this as well.

      Customer Answer

      Date: 12/15/2024

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 12/23/2024

      spoke with consumer who is going to seek medical attention by visiting her dermatol

      Customer Answer

      Date: 12/30/2024

      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 I spoke Here]


       I spoke to a customer care representative and advised them of my  plans which includes seeing a dermatologist and seeking counsel. The companies resolution was not satisfactory. 


       


       


       


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




      Sincerely,



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









       

      Business Response

      Date: 01/03/2025

      Please be advised that we are sending refund for the desired dispute

    • Initial Complaint

      Date:11/14/2024

      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.
      TRANSACTION DATE - 2/10/2024 ORDER# ************ PAYMENT - $124.95 I PLACED A ORDER FOR A 150ML BOTTLE OF LA VIE BELLE PERFUME WITH AN ENGRAVING OF "WE LOVE YOU MOM" .. I PURCHASED THIS ITEM FOR MY 80 YEAR OLD MOTHER. HAD THE PRODUCT SHIPPED TO MY MOM AT HER HOME. WHEN SHE RECEIVED THE GIFT, SHE THANKED ME BUT DID'NT MENTION ANY SPECIAL TOUCH TO THE GIFT. I RECENTLY CAME TO VISIT MY MOM AND NOTICED THE BOTTLE ON HER DRESSER, BUT IT DID'NT HAVE THE ENGRAVING. I WAS SO HURT BECAUSE THIS WAS MISSING AND I KNOW SHE WOULD'VE TREASURED THE SPECIAL NOTE FROM HER FAMILY.I INFORMED LANCOME AND WAS TOLD BY EMAIL FROM LANCOME'S *** ******* THAT LANCOME WAS WILLING TO REFUND OR ***LACE THE PRODUCT, MY CHOICE I ***LIED AND EXPLAINED THAT A ***LACEMENT WOULD BE FINE THIS IS WHEN A DIFFERENT *** NAMED ****** TOLD ME LANCOME WOULD NOT BE RECTIFYING THE PROBLEM BBB, PLEASE ASSIST ME IN GAINING A RESOLUTION TO THIS MATTER

      Customer Answer

      Date: 12/09/2024

      At this time, I have been contacted directly by L'Oreal USA regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Lancome stated they will refund me for a purchase, I sent them a order # of a very recent purchase ]

       

       

       

       

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

      Sincerely,

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

      Business Response

      Date: 12/18/2024

      The consumer was issued a credit on 12/11/2024 for her most recent purchase of the same item they ordered on 2/2024. It may take 7-10 business days to reflect on their account. An email was sent to the consumer notifying them of our actions.

    • Initial Complaint

      Date:11/13/2024

      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.
      * was charged twice for product bought at their company store. When i asked for a refund the manager told me they don't give refunds even when it is their mistake. She said to take it up with my credit card company. They acknowledged that their credit card machine malfunctioned but still refused to do anything about it

      Business Response

      Date: 12/10/2024

      Please be advised that ****** ***** has put in a claim to his **************** account.  Consumer is going to try and cancel dispute when he does we will refund for the amount of ******

      Customer Answer

      Date: 12/11/2024

      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:

      **************** has advised me not to cancel the claim.  They say the business should be able to put through the refund.  I should not have to wait four weeks for a check.

       

       

       

       

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


      Sincerely,

      ****** *****




       

    • Initial Complaint

      Date:11/11/2024

      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.
      I am writing to express my extreme disappointment with ******'s handling of my recent order, #************. I placed an order for shampoo and conditioner with overnight delivery on October 29th.Despite paying for expedited shipping, the package was not delivered the following day. Instead, it was allegedly delivered a day later, but I never received it. I immediately contacted ******'s customer service to report the issue and was assured that a claim would be filed and I would receive either a reshipment or a refund.Given that I had a trip planned and urgently needed the products, I requested a refund. However, a week later, *** is now claiming they have not been in contact with me. I have now spoken to ******'s customer service and *** four times, most recently on November 8th at 11:53 AM, and still have not received a resolution.I kindly request a full refund for order *************. I have been a loyal ****** customer for many years, and this is the first time I have encountered such a frustrating experience. I hope that ****** will take swift action to rectify this issue and restore my trust in their brand.Thank you for your time and attention to this matter.Sincerely,**** *****

      Business Response

      Date: 11/13/2024

      Please be advised we spoke with the consumer and the issue has been resolved. The consumer was issued a refund for the amount disputed. We apologize for any inconvenience. 

    • Initial Complaint

      Date:11/04/2024

      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.
      I purchased a ***** e card in August 2022, explaining i wouldnt use if for a year or two. I was told no worrries, ecard never expires. I checked in with them twice one year later, all was fine. 500 .00 still available . I checked in this year told them i will be using it soon, still told no problem money is still there. I called a few weeks ago confirming the same and was told i can place order online rather than with them. I tried but the link to pin expired and i called asking them to help. They told me it will take a day to reset pin. That is 3 weeks ago. I call every day nd get the un around. They make me spend an hour or two expl.aining everything all over again. I have emails that they are woring on it. ***** whom i spoke to guaranteed me she will keep in contact un til the pin is reset and now i cant reach her or anyone else to respond.

      Business Response

      Date: 11/25/2024

      We spoke to the consumer on 11/6/2024. We apologized for any inconvenience regarding e-gift card and provided the information below. We also sent an email.
      We have recently updated our **************** System and unfortunately, we do not have access to resend the link, but we would like further to assist. We have issued you a refund for $500 for the gift card. This refund will come in the form of a check from our bank **************************** and will arrive in the next 2-4 weeks. Thank you.

    • Initial Complaint

      Date:11/04/2024

      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 holiday gift box, which was a purchase with another qualifying purchase at the minimum of $42 spent on Lancme website. When the holiday box arrived, I opened the box and inside of the leather case, I found an open package with ripped top with the eyeshadow palette inside. When I opened the pallet, the smudges on the eyeshadow clearly indicated prior use or attempt to try eyeshadow by another person. In addition, the pallet was not firmly secured in the paper cut out but simply placed on top container without being secured during shipping. The opened palette moved during shipping, which will cause the eyeshadow eventually to crumble. When I submitted the complaint to the ***************** I was told that according to Lancome standards, the package was OK and doesnt qualify for replacement. When I called the customer service thereafter, I was told that they could provide a refund to me minus five dollars for shipping, which I found outrageous. When I place an order on Lancome website, I expect a brand new product to arrive at my house. Make up is a personal care item and must be provided in new condition to customers. On top of that, I was told that if I were to get credit for the holiday box, I would not be able to place another order for a holiday box without making another qualifying purchase first. So to summarize, Lancome has poor quality control processes allowing items with signs of prior use being sent out to its customers, then when client complains about receiving used items, Lancme charged fees to accept the return of these used items and then, forces the client to make another qualifying purchase to able to order another holiday box with a hope that a new holiday box will arrive in new condition!!! AWFUL!!! These are personal use products and Lancme is ok with clients receiving these items after someone else tried them or used them!!! Require a replacement of the holiday box, an apology, and a review of internal quality control policy!

      Business Response

      Date: 11/25/2024

      Consumer was contacted and refunded for the beauty box as a one-time gesture. The original one she received was used, apparently the brand confirmed this and they sent a replacement. However, she was not satisfied with that resolution. We did request that she return the original beauty box (not the replacement) back. Order ************* 
      Refund amount $83.49 going back to the original form of payment

    • Initial Complaint

      Date:10/28/2024

      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 havent received my package and claimed it to shipper LOral Lancome customer service and also *** because it was incorrect address and they said refund me after *** lost package investigation closed but they said contact *** again, and I did, but *** said contact to shipper LOral Lancome and refund or ask that resend the package again, and I did but they said contact *** and reclaim, I need money back.

      Customer Answer

      Date: 11/06/2024

      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:10/16/2024

      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 placed an order online with Pureology and I had a problem with the code it would not work for the current promotion. I had to call in and speak to someone. They weren't able to fix the problem and told me the promotion would not work and then provided me with a code that was for less then the one I was attempting to use. I should have not ordered that day but I did. I placed an order it was roughly $200 with tax.The order came and the shampoo and conditioner were damaged the outerbox was wet and looked all greasy from the outside (I provided all pictures) to the rep ******* I asked if I could get a replacement on the shampoo and conditioner and then a refund for the one item which was a toner that was not in the box. She apologized and said she could not give me both it was either replace all or refund all. I explained I was going away this weekend and needed it but no problem I will take the refund, buy at **** she stated ok and we went over the refunds for the 3 items shampoo, conditioner, and the toner. I informed her when she looked at the pics that the shampoo was just in the box but the conditioner was on the outside of the box meaning it leaked through. ****** said she was processing the refund. I did not get any email detailing the conversation on refund so on Monday 10/14/24 I call to inquire about it. I get a girl named ****** who was so ignorant and told me she could offer me both the replacement and the refund that no refund was initiated by ****** she then states I am only giving you a refund for $29 since you got the conditioner I am not going to replace or refund. I asked for a manager she said there were none available. I asked her to speak to ****** and verify what her and I discussed and she stated I was a liar and she doubted that ****** said she was refunding the conditioner. I asked her to listen to the recording of the call and she refused. I did not receive the product and the other was damaged I should not have to pay for it.

      Business Response

      Date: 10/24/2024

      Hello,
      We spoke to the consumer on 10/17/2024. The refund amount was corrected to cover the serum and conditioner. A replacement for the shampoo was entered on 10/15/2024 as requested by the consumer and delivered on 10/17/2024. The account was credited back for the points applied to the order that was refunded. We apologize for the inconvenience. Thank you.

       

       

       

      Customer Answer

      Date: 10/25/2024

      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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