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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/09/2024

      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 am writing to formally address an unresolved issue regarding my recent orders with Lancme (************ and ************) placed on August 30.Upon receipt of these orders on September 5, I found both to be severely damaged, with leaking products and compromised packaging. The box arrived damaged outside and inside. I contacted customer service immediately through chat, and I provided the pictures. where I was assured that a full refund for both orders would be processed. However, I later received an email stating that only $100 would be refunded, which is unacceptable because thats not the amount I paid for!.That's what the representative promised me for the damaged items. After further communication with a supervisor, I was again promised a full refund for both orders (Total amount : $599.2), yet I have yet to see this reflected on my credit card after two months passed. This ongoing issue is not only frustrating but also reflects poorly on Lancmes commitment to customer satisfaction.I have forwarded all relevant documentation, including correspondence with your agents and photographic evidence of the damage. (The refund for order ************ was communicated via phone) I expect immediate action on this matter. If I do not receive the full refund promptly

      Customer Answer

      Date: 11/03/2024

      Better Business Bureau:

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

      Sincerely,

      *** ****

      Business Response

      Date: 11/25/2024

      We apologize for the delay of our response. Please be advised that this consumer's initial contact regarding the orders was on 9/5/2024. The consumer was refunded for both orders, see details below.
      9/5/2024 - $100
      10/9/2024 - $199
      10/9/2024 $299.60

    • Initial Complaint

      Date:09/30/2024

      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 Lancome product called "Visionnaire Advanced Serum," 50ml on 11-29-23 from *****, an authorized Lancome reseller, for $125. I followed the manufacturers instructions for proper use and the dispenser pump broke after 9 months of daily use. This product is intended to last a year, and this defect has made it unusable well before that time. Lancome is owned by ******* and represented by L'Oreal USA, *************Lancome **************** informed that the company has a 6-month warranty, but the Song-******* Consumer Warranty Act in **********, mandates an implied warranty of merchantability. Under this law (California Civil Code Section 1790 et seq.), products sold in ********** must meet a minimum standard of quality and must last for a "reasonable" period, which in this case would be the expected one-year lifespan of the product. I have used the same product for more than 10 years and each 50ml dispenser has lasted me almost exactly one year.I have brought this issue to the attention of Lancome's customer service, and they gave me the "runaround" treatment through a number of email messages exchanged, without a resolution.I believe this product did not meet the reasonable expectations for its intended use. I am requesting either a replacement or a refund in accordance with my rights under California law.

      Business Response

      Date: 10/24/2024

      Hello, 
      A refund check was processed for the amount requested. An email was sent to the consumer on 10/21 with details of the refund. 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 have determined that my complaint has NOT been resolved because:

      [Your AnsIwer Here]

       I have not received a refund check so far. I will consider the complaint closed after I receive the check, and it successfully posts to my bank account. Thank you.

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:09/27/2024

      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 bought products from lancome November 29, 2023. They claimed that they shipped the package to me, but I never received the package. I have contacted them many times to refund me, but they refused to do investigation and refund me.

      Business Response

      Date: 10/24/2024

      Hello,
      A refund check was processed for the amount requested on 10/142024. We received communication from the consumer after the check was processed asking for the check to be sent to their new address. We sent the consumer an email on 10/22/2024, letting them know we can issue a new check once the original check is returned.
      Thank you

    • Initial Complaint

      Date:09/16/2024

      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.
      I bought a mascara from **********. I contacted them and told them that it was nothing that they promised that it was flaking and it was horrible. I told them I do not shop in store. I do pick up and since it was ordered and picked up, I cannot return it. I told her I wanted a refund. She sent me a coupon for $10 off a Maybelline product that I would need to go into a store to purchase. I cannot go into a store. I replied to her and then she stopped replying, so Im still waiting for a refund. I already sent her pictures of the online receipts and pictures of the mascara. The mascara was $9.98 plus California tax in my zip code equals 10.93$

      Business Response

      Date: 09/17/2024

      Hello,

      Please be advised that we spoke to the consumer, issued a refund for the amount requested and provided time frame it will take for them to receive it.

      Customer Answer

      Date: 09/20/2024

      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.
        I will contact back if I do not receive the refund. 
      Sincerely,

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



       

    • Initial Complaint

      Date:09/11/2024

      Type:Delivery 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.
      RDER NUMBER SCCA_******** DATE ORDERED Sep 2, 2024 Hi I placed an order for $416.97 The order tracking says its delivered but I never received the package . I contacted the agent and they said processing with a claim and I also sent an email thru SkinCeuticals website I was never Contacted Please issue a refund Thanks *****

    • Initial Complaint

      Date:09/06/2024

      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.
      I am writing to request a refund for the Lancome Idole perfume I ordered from your website on August 19, 2024, totaling $110.37. My order number is ************.Firstly, I did not receive any confirmation email for my purchase and had to manually locate my tracking number and order number on your website. The package was never delivered to my apartments mailroom. I have attached evidence showing that the delivery driver did not arrive to drop off my package. My mailroom conducted an investigation and provided a timestamped photo showing the driver was not in the building. Another photo confirms that my package was not scanned into any mailroom locker.When I reached out to Lancomes customer service via chat, I was informed that a *** claim would be initiated on your end. However, I was later told that I need to file the claim myself. This information was not communicated to me initially, leaving me to handle it on my own. I spoke with several agents, each providing different case numbers, which complicated the process. I was also informed that no claim had been opened and that a refund could only be issued if *** approved the claim. Given the clear evidence that the package was never delivered, this requirement is **************** tracking indicates that my package was received by "Feeder." I am not "Feeder" and do not know who or what that is.Given the substantial proof that my package was never delivered, I am requesting a refund of $110.37. The repeated issues with customer service and the lack of resolution have been extremely frustrating. Please process my refund promptly.

      Customer Answer

      Date: 09/30/2024

      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:08/20/2024

      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.
      The makeup and other products from this company HAS NON EXPIRATIION DATE SO THERE IS NO WAY TO KNOW WHWN TO STOP USING THEM. I have opened and unopened products, some.purchased, some gifted others ************** they are my favorite brand to use. I have used their online forms ****** response so far. It is incumbent that companies stand by their products and ********* customers. I ********** to find out the manufacture, best date of use from ***********.

      Business Response

      Date: 09/10/2024

      We sincerely apologize for your experience. We tried to reach you by both phone and email but were unsuccessful. At your convenience, please give us a call at **************, M-F,9am-5:30pm ,EST and give the *** answering reference #********. We look forward to hearing from you.

      Customer Answer

      Date: 09/10/2024

      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 Here]

       HAD I RECEIVED AN EMAIL.OR PHONE MESSAGE I WOD HAVE TIMELY REAPONDED AS I AM SEEKING ASSISTANCE.  I DONT SEE IT IN JUNK MAIL EITHER.  PLEASE RESEND YOUR EMAIL TO ***************************  and.l wi gladly respond or call and leave me a message and l will play return your call.

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 09/17/2024

      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 Here]

       Good day:  can you please send me your telephone numbe4.  I am NOT receiving any message you have left.  I have also not seem any email from you. Thanka.

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 09/25/2024

      We would like to assist you in the best way we can. In order for us to do so, please call our toll-free guideline at: ************** M-F,9A-5:30PM, ET and provide the advisor answering your call with reference number ********. We look forward to speaking with you.

    • Initial Complaint

      Date:08/15/2024

      Type:Delivery 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.
      This order was placed by accident. Within 2 minutes of realizing this order was placed on my account I contacted the business via live chat. I told them I wanted to cancel the order and they refused. I reached out via contact form and asked for an immediate cancellation and they have refused.The order has not even shipped yet. Other companies allow you to immediately cancel when you have made a mistake. This is a ton of money and I do not want to pay it.

    • Initial Complaint

      Date:08/15/2024

      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 have a really special event coming up and wanted to do my hair. I have used their products for years with no problems. I bought the dye on August 12, 2024. I decided to go ahead and dye my hair last night on August 13, 2024. I started burning before I ever even got all of my hair covered. I washed it out immediately. Well I wake up this morning to excruciating pain and found many open sores on my head. So the pain got so bad I had to go to the emergency urgent care. I have chemical burn just about all over my head is what the doctor said. I was put on antibiotics to be sure I do not get an infection. I am also receiving treatment for the pain. I have always used this brand and never had a problem. I am hoping someone is willing to reach out to me and try to work this out. Now when I brush my hair, clumps are coming out. This has broken my heart because I have now had to cancel my special speaking event. I am sorry this has happened, because I loved the brand up to this point. Please contact me.

      Business Response

      Date: 08/26/2024

      We are sorry to hear about the experience you had with our L'Oreal ***** **** Color Product. Please be advised that we tried to contact you and was able to leave a voice message on your answering machine.
      We would like to assist you in the best way we can. In order for us to do so, please call our toll-free guideline at ************** M-F 9am-5:30pm EST and provide the advisor answering your call with the reference number ********. We look forward to speaking to you.

      Customer Answer

      Date: 09/14/2024

      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 Here]

       

       They said they left me a voicemail and I have not gotten one from them. We really need to have a conversation aaap

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 10/02/2024

      Please see below email sent to the consumer on 8/15/2024 to email address provided. We also called on the same day and left a message. We tried again calling today and left another message. The consumer should call us at the number provided in the message and email below. Thank you.


      Hello *******,

      Thank you for contacting L'Oral Paris.
      We are sorry to hear about the experience you had with our L'Oreal ***** **** Color Product.


      Please be advised that we tried to contact you and was able to leave a voice message on your answering machine.


      We would like to assist you in the best way we can. In order for us to do so, please call our toll-free guideline at ************** M-F 9am-5:30pm EST and provide the advisor answering your call with the reference number located at the end of this message. 


      It would be helpful if you could have the product available when you call.
      We appreciate your interest in our brand and value your comments and concerns.
      Best Regards,

      ****
      Consumer Care Center
      ********
      *******************************

    • Initial Complaint

      Date:08/13/2024

      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.
      During a cruise in July, I visited a Kerastase authorized salon and got some hair products as well as ordered products through the salon via Kerastase online ordering system. Since I resided in ****** and the hair stylist couldnt understand that Hawaii was in the **, I had to have my products shipped to a family member in **** and thereafter paying almost ************************************ ******. After receiving my order and testing it a handful of times, the product promising hair growth did the complete opposite. It caused my hair to become brittle and break. Since the item cost more than 250 and it was ordered from an authorized salon and fulfilled by their online ordering system, I contacted Kerastases customer service to initiate a return. I received multiple unrelated responses with regard to shipping and points and finally a response to contact the cruise ship. I was told by the salon that the items were guaranteed by ********* as them were being shipped directly from them. I am beyond upset. All I want is to return this junk products and get my money back. I understand I may be responsible for the return shipping and I just want my relief. I feel that I was pressured into buying something that does not do as it it promised and I want my money refunded. I have expended money to get it shipped here to ****** from the mainland and I assume I will have to expend more to return it. I do not appreciate the run around that I am being given as I used AN AUTHORIZED SALON and got the items directly from KERASTASEs warehouse or distributor. This has left such a bad taste in my mouth, I now want to just return all the products I purchased from them. I am attaching a copy of the only receipt I was provided as well as a picture of the product. The lot code for their info is ******

      Business Response

      Date: 08/26/2024

      We sincerely apologize for your experience. We tried to reach you by telephone but were unsuccessful. At your convenience, please give us a call at ************** M-F 9-5:30 EST. When calling please give reference # 35324321. We look forward to hearing from you.

    L'Oreal USA is NOT a BBB Accredited Business.

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