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 has 17 locations, listed below.

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• 

  L'Oreal USA

  10 Hudson Yards New York, NY 10001

• 

  L'Oreal USA

  Consumer Affairs-Maybelline P.O. Box 1010 Clark, NJ 07066

• 

  L'Oreal USA

  64 Ross Rd Savannah, GA 31405

• 

  L'Oreal USA

  PO Box 22309 Savannah, GA 31403

• 

  L' Oreal USA Products, Inc.

  11500 Maybelline Road North Little Rock, AR 72117-1886

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:07/01/2024

  Type:Sales and Advertising 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 advertisements provided by this company on streaming services are incredibly loud. They wake up my children while they are sleeping, and they are an absolute menace to civilized humanity. I want this company to answer to me directly for every single minute that Ive had to spend putting my children back to sleep because they have nightmares about ******.

  Business Response

  Date: 07/12/2024

  We sincerely apologize for your experience with our advertisement. We tried to reach you by phone and email but were unsuccessful. So that we can assist you please call us at ************** M-F 9am-5:30pm EST and provide the advisor with reference # ********. We look forward to speaking with you soon.

• Initial Complaint

  Date:06/24/2024

  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 on 6/14/2024 in the amount of $ ****** Krastase Order ************ I was told it shipped on 6/16/2024. I never received the order and when tracking it said the *** label was created but it never shipped. I called on 6/20/24 and I was told it would ship out as it takes 1-4 business days. Still nothing so I called again today and they now said it takes 10 business days even after I paid for expedited shipping. I said please just cancel this order completely then since it hasn't even shipped or been completed. This is way to long. They said they can't cancel or refund. I said why?? it hasn't even shipped yet or been processed. I want my order cancelled asap and my card refunded the $222. 35. This is horrible customer service to take my money, not ship my products and then tell me I just can't cancel or get a refund.

  Business Response

  Date: 07/02/2024

  We sincerely apologize for your recent experience with your order. We have issued a full refund for order ************ to your original method of payment.. Please allow 1-2 days for processing and 5-7 days for your refund to reflect in your account depending on your financial institution. We appreciate the opportunity to assist you with this matter.

• Initial Complaint

  Date:06/20/2024

  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.

  never received my item I ordered and after contacting them was refused refund or replacement. Told me they opened a complaint with *** and *** called me and I let them know I did not receive item. SKC_05311395

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I did not get a ********* from the business in reference to complaint ID ********

  However I contacted *** who helped me with reaching out to them to let them know that my package had not been received so now ?? am supposed to get replacement 

  this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/18/2024

  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.

  Hello I puchased an order on lancome.com and returned my full order. Order number ************. I received confirmation my full return has been received. I am missing $147.54 of my total refund to my Afterpay. Please issue my refund for returned items. The amount of $147.54 has not been received to my Afterpay and I am still paying for returned items.

  Business Response

  Date: 07/02/2024

  We sincerely apologize for the difficulties you have experienced. Lancme makes every effort to provide the highest customer service for our consumers. As per the conversation with our supervisor, your refund check for $147.54 will arrive from ***************** ***** within 3-4 weeks. 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:06/14/2024

  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 ordered and returned some items to ***************** (owned by ********* Order: #************ **** Return tracking number **** **** **** **** **** ** I have contacted ***************** 8 times and they keep saying they haven't received the return and ask me to the tracking number again even though I have already given them the tracking number.

  Business Response

  Date: 06/18/2024

  We sincerely apologize for the delay in your refund. Your returned order has been received and a refund has been issued to the original method of payment. Please allow 5-7 days for your refund to reflect in your account depending on your financial institution. We appreciate the opportunity to assist you with this matter.

  Customer Answer

  Date: 07/07/2024

  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:06/11/2024

  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.

  On May 25, I redeemed 500 points for the ABSOLUE PREMIUM BX EYE CREAM. When I received it on June 3, I discovered it was produced over three years ago, which is longer than skin care shelf life in general. The cream was clumpy and looked nothing like the picture on Lancme's website. Additionally, the ******ACTION ULTRA EYE CREAM included in the order was four years old and also in poor condition. When I contacted customer service, they refused to acknowledge that the products were expired and informed me that items redeemed with points are final sale. Their only offer was a 15% discount on my next full-priced purchase, which would be refunded after the product is shipped. This offer is practically useless, as Lancme often runs 30% off promotions that can be applied before purchase.In summary, I received expired and subpar products from Lancme and have no way to return them. As a gold tier loyalty member, I am very disappointed. I am requesting either a refund of my points or a more substantial promotion.

  Business Response

  Date: 06/21/2024

  We sincerely apologize for your recent experience. We tried to reach you by phone but were unsuccessful. We would like to assist you as best we can. At your convenience, please give us a call at ************** M-F 9am - 5:30pm EST and provide reference #********. We appreciate the opportunity to respond and look forward to speaking with you soon.

  Customer Answer

  Date: 06/21/2024

  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:

  There is no solution provided for now. Please provide potential solutions via email. Thank you. 

   

   

   

   

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

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Customer Answer

  Date: 07/12/2024

  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:

  It does not make sense to me that I am required to make a call for this. It is clear that the product is different from the picture shown on the web. It is expired and look bad. Please provide solutions to me via email. 

  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 08/01/2024

  We apologize again for your recent experience. As per our most recent email, we have reissued the 500 points that were used to obtain your Absolue BX Premium Eye Cream. Your current loyalty points balance is no* ****. We appreciate your feedback regarding your experience and we sincerely hope that you can continue to use our products with great success.

• Initial Complaint

  Date:06/10/2024

  Type:Customer Service 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.

  **************** unwilling to validate lot number associated with Ceravue products to validate authenticity. Would like to confirm the lotion is valid

  Business Response

  Date: 06/18/2024

  Thank you for taking the time to speak with our team. As per your conversation, coupons are being sent to you that can be used on any of our products. We appreciate the opportunity to assist you with this matter.

• Initial Complaint

  Date:06/10/2024

  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.

  Date: June 8th 2024 Order Number: ************ The main issue is that in the final step of my payment, I checked and saw that the coupon was successfully applied, and the buy-one-get-one-free cream was also added to the order. However, after placing the order, I checked again and found that the order had been quietly changed, and the free cream had disappeared from the order. This is blatant deception, and when I called to cancel the order, they refused! This is a serious violation of consumer rights!This order has discount:buy 1 get 1. When I applied promo code into cart. The bonus rich cream has been added. And I clicked checkout button and go to the last step: Place order. At that time, I still check carefully coupon is applied, the item list of top right of website page contains bonus item(rich cream). So I complete my order. Then after 3 hours when I check my email.I suddenly found something is wrong, there is no bonus rich cream in my order.I feel I am been cheated! So I chat online with customer service, and also call the customer service again. They told me that cancel action cannot be done and I should return items after I receive, then lancome will refund me! Itold them I am very busy, because I would leave ******* SOON! I dont ensure I have time to return it! I need to move and do busy things! because Lancmes system fault, I should pay this order? I am ensure when I place order, the code is applied and the list contains bonus cream! I feel it is like a fraud transaction .It seems I was forced to paid this order even though that fault is made by Lancmes system rather than me! Customer service just said: oh, we apologize, but we could not do cancel action! This is the bad transaction I have met so far! I check the promo code is applied until I paid the order. Then the completed order do not contains bonus cream! I'm forced to take cheating orders made by them. Due to the bug in Lancomes system, the customer is responsible for everything?

  Business Response

  Date: 06/13/2024

  We sincerely apologize for your recent experience. We have issued you a refund of $252.88 for order ************. This refund will go back onto the original form of payment. Please allow 1-2 business days for processing and up to 30 days for the refund to post to your account. We appreciate the opportunity to assist you with this matter.

• Initial Complaint

  Date:06/06/2024

  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.

  Order number ************ Date of purchase may 19 2024 I ordered three items, I didnt use the products until the next day and I was unsure of the consistency and the feeling of the products on my skin as both the creams were chunky and slightly watery. I was also visibly left a little yellowed like after using turmeric. The eye cream I purchased made my eyes water and burn very badly. The creams accumulatively with taxes were around $545 and I created the return within the week of me using them because I reached out to an agent and struggled to get anyone who was not a robot to confirm the codes on the packaging for me. One of them did not even have a code to reference for production. The agent stated the verified ones were within acceptable dates and I cant remember specifically but I did concur with the dates being acceptable at the time. I deduced that I may have had an allergic response to the fragrance added to these products and sited in my return that they made my skin burn. I have photos of my yellowed eyes along with red irritation and micro bumps from where I applied to my face. My return has not been registered properly and after reading the reviews on Lancme Im worried I wont see a good outcome since Ive had the same experience as many others where Im dissatisfied with a product, customer service, and left at a loss. My return tracking is ****************** with **** which shows it was delivered may 30th.

  Business Response

  Date: 06/18/2024

  We sincerely apologize for your recent experience with our products. We tried to reach you by telephone, but were unsuccessful. We would like to speak with you about your experience. Please give us a call at ************ M-F 9am - 5:30pm EST.  In the meantime, we have issued a refund to your original method of payment. Please allow 1-2 days for processing and 5-7 days for your refund to reflect in your account depending on your financial institution. We appreciate the opportunity to assist you and look forward to speaking with you soon.

• Initial Complaint

  Date:05/30/2024

  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 a regular user of the Auburn ********************** root spray. I was always so happy with it but the past three cans I have bought have had some sort of a problem with the mechanism and the spray leaks and drips all over when I use it. Im using a dark color, so it gets all over my skin and its stains. Also, somehow a temporary spray is managing to stain my clothes permanently, even my dry cleaner cant get them out. Ive ruined three shirts and one pair of pants while using the spray and Im very careful as Ive been using it for a long time. I dont know what changed in the manufacturing but its ruined some really expensive pieces and I am disappointed.

  Business Response

  Date: 06/12/2024

  We sincerely apologize for your experience. We tried to reach you by telephone several times as well as email but were unsuccessful. We would like to speak with you regarding this issue. At your convenience, please call us @ ************** M-F 9am-5:30pm EST. When you do call please provide the advisor answering your call with reference # ********. We appreciate the opportunity to respond and look forward to speaking with you soon.