Complaints

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

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• 

  L'Oreal USA

  10 Hudson Yards New York, NY 10001

• 

  L'Oreal USA

  PO Box 98 Westfield, NJ 07091

• 

  L'Oreal USA

  7080 New Buffington Road Florence, KY 41042

• 

  L'Oreal USA

  P.O. Box 98 Westfield, NJ 07091

• 

  L'Oreal USA

  PO Box 98 Westfield, NJ 07091

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:08/13/2024

  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.

  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.

• Initial Complaint

  Date:07/29/2024

  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.

  I purchased ce ferulic serum from skinceuticals via an authorized distributor. Neither the distributor nor the brand would tell me the manufacture date of the lot. I suspect the product might be old and no longer active, as many others indicated on sellers reviews.

  Business Response

  Date: 08/08/2024

  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 provide the *** answering with reference #********. We appreciate the opportunity to assist you and look forward to speaking with you soon.

  Customer Answer

  Date: 08/12/2024

  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:

  They ask the same information I had provided in the past and then they reply with "We are not able to share manufacture date with you".

  I do not have time to go in multiple rounds with them, sharing the same info and getting the same reply. 

   

  ****

   

   

   

   

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

  
  Sincerely,
  
  **** *
  
  
  
  
   
  

  Business Response

  Date: 08/26/2024

  Unfortunately, the information the consumer is seeking is not available to provide. Thank you for the opportunity to respond.

  Customer Answer

  Date: 08/30/2024

  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:

  How can a business sell a product that only has a 36 months shelf life at $200 a bottle and not label when the product was manufactured. There are many complaints that the product was old when arrived. 

   

   

   

   

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

  
  Sincerely,
  
  **** *
  
  
  
  
   
  

• Initial Complaint

  Date:07/22/2024

  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.

  Hello, I purchased items from this company on 11/25/2023. They were doing a great sale and I wanted to start trying their products. I ended up buying 2 SkinCeuticals C E Ferulic thinking it would be great for my skin. However I used one of the open bottles for about 4 months and my skin stayed broke out in little white pimples. I felt that was ample time to give the product a good run with my skin. The beginning of March I called them to send back the unopened product and receive a refund which they agreed to. They sent me a return label which I sent the product back promptly. I did not hear from them for a while so I sent them an email with proof of delivery which was a screenshot from the curriers website stating it has been delivered! It took them until 5/21/2024 to respond stating they sent a refund of $199.29 on 5/1/2024 to Afterpay. However after contacting after pay and waiting more than ************************************* my Afterpay account it still was not available. SkinCeuticals stated they had sent the refund and I had to take it up with Afterpay. After multiple attempts I finally spoke with a supervisor at Afterpay that stated they have not sent the refund in that amount to my account. He said if they would have it would have been reflected immediately since they have interconnected systems. I have spent probably 10 hours dealing with this issue. Nobody at SkinCeuticals wants to assist and and every time I call and ask for a supervisor they say one is not avaible after being on hold for 30 minutes. I wouldn't waste my time if I have in fact receive my refund. I am not out of a product and also $200. I want my refund sent via check or back to my credit card and not the Afterpay account. They should have asked me how I wanted my refund because now I am stuck in the middle of two companies that does NOT care that I have NOT received my $200 refund. I still liked a few products that they offer but after this I will NEVER order another item from them.

  Business Response

  Date: 08/02/2024

  We sincerely apologize for your experience. We tried to reach you by phone but were unsuccessful. We followed up today with an email requesting your complete mailing address in order to send a refund check. Once we receive your reply, a refund will be issued and mailed to you. We appreciate the opportunity to assist you with this matter.
  

  Customer Answer

  Date: 08/09/2024

  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. The refund was finally  issued after over 3 months of back and forth telling them I did not receive the refund. They finally agreed to mail me a check after I told them I filed a complaint with the BBB. 
  

  Thank you for your help in this matter. 
  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair 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 bought a double pack of Cerave face lotion. It has both AM and PM lotions. The AM lotion is SPF 30. Their other products are great, but this lotion dries out my face, the opposite of what it's supposed to do. The lotion also pills- after wearing it for a couple hours (sometimes way sooner), I have little clumps of the white lotion on my face.I contacted Cerave customer service, but they said because I didn't buy it from an "authorized dealer" that they wouldn't do anything to remedy the situation. I find this to be ridiculous because the lotions are clearly Cerave branded and came in a special, Cerave branded package. I do not know how BJ's ************** (where I purchased the lotion) would have bought these, and had them specially packaged in Cerave packaging for their warehouse store, without buying them from Cerave.

  Business Response

  Date: 07/23/2024

  We sincerely apologize for your recent experience with our customer service. We tried to reach you by telephone but we unsuccessful. We have issue a refund check in the amount of $19.43 which will be mailed to the address mentioned. Please allow 3-4 weeks to receive. We appreciate the opportunity to assist you with this issue.

  Customer Answer

  Date: 07/24/2024

  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.  ************** said they will be mailing to me a refund check for the full amount I spent on the product.  Thank you for your help in this matter.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  I placed a large order with ******************* of ******** on 6/15/2024 for $534.14. I never received the package and started contacting Kerastase customer service on 6/23. I have emailed and called over a dozen times since 6/23 and have not received a replacement package or a refund. I only want a refund at this point as I have had to buy the products elsewhere. I have a case number from *********: *********. Every time I call to follow up I get a different story and I only received 1 response to my email inquiries. It has been over a month since the order was placed and I would like a refund ASAP.

  Business Response

  Date: 07/29/2024

  We sincerely apologize for the difficulties you have experienced. We have issued you a full refund for order ************. A refund of $534.14 will go back onto the original form of payment used to place your order. Please allow 1-2 business days for processing and 7-10 business days for the refund to post to your account. We appreciate the opportunity to be of service and hope you will continue to use our products with complete confidence and satisfaction.

• Initial Complaint

  Date:07/18/2024

  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 company is not allowing me to exchange my purchase made on 7/15/2024. The purchase is unopened and unused, and I have my receipt. Per the website, if you are unsatisfied with a product, you may exchange or return it within 30 days of purchase with your original receipt. We cannot accept returns on ****** used products. Shipping and handling are not included in refunds. I have a picture of this information as well. I spoke to two customer service representatives who would not honor an exchange. Both acknowledge that the website indeed said exchanges were accepted, but still would not honor this request. I requested to speak with a supervisor multiple times, however, the customer services reps would not let me speak with them (I attempted both via chat and phone) I have images of the chat conversation. I was told the supervisor would have the same info/would tell me the same thing. The company is not honoring the information that is posted on the consumer website.

  Business Response

  Date: 07/31/2024

  We sincerely apologize for your recent experience. We've attempted to to reach you by phone but were unsuccessful. To better understand the details of your experience and provide further assistance, we kindly request that you contact us directly. You can reach us at **************, Monday to Friday, between 9:00 am and 5:30 pm EST and provide reference #********. We appreciate the opportunity to assist and look forward to speaking with you soon.
  

• Initial Complaint

  Date:07/16/2024

  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.

  Made a purchase of $75 or more Which would include two samples. Nowhere on the website did it say limited time offer again, there were guaranteed with a purchase of $75 or more. Now I called their one 800 phone number and they mentioned while supplies last. Again, nowhere on the website did it say that, there was a purchase made of $165 worth. They mentioned they received my email complaint however they still have not responded.

  Business Response

  Date: 07/24/2024

  Hi,
  
  This purchase was made on a site not owned and operated by ****** ********. The purchase was made on ******************************************************************************************************* which is owned by ******** Please reach out to them directly as we cannot assist.

  The link is below

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

  Thank you.

  Business Response

  Date: 08/08/2024

  We sincerely apologize for your recent order experience. As per your conversation with our supervisor, samples have been sent out to you via **** We appreciate the opportunity to assist with this issue and hope all of your future purchases are satisfactory. 

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  On June 27th, my daughter and I ordered on Lancome's website. They were having a 30% off sale. We ordered three items. One item we ordered quantity of "2". Order details show items were "shipped". On July 2nd, we received an email telling us a portion of our order was cancelled. It was the item with a quantity of "2". Within the email the reason for the cancel is "item out of stock OR no longer available". We opened this email on the early morning of July 3rd. We immediately went to their website and found the item was available. We immediately emailed the company asking them why our order was cancelled if the item was clearly available on their website less than 24hrs of receiving their cancelled order email. Lancome's response was "orders may be cancelled for several reasons". The email also included the link to try placing a new order and acknowledged that the product appears to be in stock. Yes in stock, but at the original price of $114.00 for "2", rather than the sale price provided on June 27th of $79.80 for "2". When this was brought to their attention in a second email, they apologized for the inconvenience and that they will work on improving customer service to prevent this from happening again. They did refund us the payment for the item they had cancelled, but offered no resolution to what is obvious - the cancellation of a portion of our order because they did not want to provide the product at the sale price advertised, but wanted "us" the consumers to pay 100% original price. Their business practices are a hoax, false advertisement; they blatantly lied. My desired settlement is for Lancome to "Finish the Order" - provide the product at the sale price as advertised. We ordered within the time-frame and they retracted that sale for a reason which was proven to be a lie.

  Business Response

  Date: 07/22/2024

  We sincerely apologize for your recent experience. As per your conversation with our supervisor, we are sending two foundations at no cost to you. You will receive tracking information once your package ships. We appreciate the opportunity to assist you with this issue.

  Customer Answer

  Date: 07/24/2024

  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.

  As of this date, we have not received any tracking information for the products being shipped.  
  
  Sincerely,
  
  ***********************************
  
  
  
   
  

  
  

  Customer Answer

  Date: 09/04/2024

  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:
  

  
  

  
  Hello,
  
  I am writing to inform you that Lancome did not send my products as they had promised back in July 2024.  I do not find this complaint resolved at this time.  I believe I have given them ample time to send the products as promised.  Thank you.
  
  Thanking you in advance for your assistance.
  
  ***** ************
  Phone: ************
  

  
  

   

  
  

  
  

• Initial Complaint

  Date:07/08/2024

  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.

  I placed an order during a promotion that I would receive a same size refill cream when buying the cream. The order confirmation also has both items. However what I received is only the cream but not the refill. I contacted Lancome customer service to request them ship the missing item or offer free return. However they declined to do both. Their only option to me is I initiate a return my own and pay the return shipping fee. I still would like that Lancome to either ship me the missing item or offer free return. Thank you for the help in advance!

  Business Response

  Date: 07/22/2024

  We apologize for your recent experience with Lancome.We understand how frustrating it can be when an item is cancelled because it is out of stock. As a gesture of goodwill we are sending you another full size jar of the Absolue Soft Cream at no additional charge. We appreciate your understanding and we hope you can continue to use Lancome products with great success!

• Initial Complaint

  Date:07/02/2024

  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.

  Hello,YSL Beauty order ************ is missing $243.87 from my refund.All items were returned. A refund was attempted back to my original payment method but I have received nothing. I was told a refund check was issued but then an agent said nothing has been issued.Please issue my refund check in the amount of $243.87 as promised by multiple agents.

  Business Response

  Date: 07/15/2024

  We sincerely apologize for your recent order experience. A refund check for the balance of your returned order has been issued and mailed to the address mentioned. We appreciate the opportunity to assist with this matter. Please feel free to contact us if you need anything further.