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

  133 Terminal Ave. Clark, NJ 07066

• 

  Clarisonic

  17425 NE Union Hill Rd Ste 150 Redmond, WA 98052

• 

  L'Oreal USA

  PO Box 98 Westfield, NJ 07091

• 

  L'Oreal USA

  7080 New Buffington Road Florence, KY 41042

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:05/28/2024

  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.

  Hair loss due to the dye left a ten minute dye on for not even 7 minutes and my hair fell out.vert upset they should have to pay to get it fixed

  Business Response

  Date: 05/28/2024

  We sincerely apologize for your recent experience with our product. As per your conversation with our supervisor, we have sent an email requesting follow up information in order to assist you further. We appreciate the opportunity to assist you with this issue.

• Initial Complaint

  Date:05/28/2024

  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.

  My daughter was dying my hair with a loreal product and I had a MAJOR allergic reaction that literal almost killed me. The product had PPD in it and my scalp swelled up, I had blisters all over my scalp, ears, neck, I lost mobility of my right side for a significant amount of time, ended up in the ** twice, my muscles and joints were majorly weakened and still are using a ****** for 3 weeks, Ive been majorly swollen for over 130 days now, I am suffering from short term memory loss still, and my entire face swelled up, both eyes swelled shut for 4 days, and I still have to sleep elevated bc I puke up chemical acid, I also have had 4 doctors that have said Im lucky to be alive today. This PPD needs to be taken off the shelf! Im still suffering from the effects that PPD causes to this day!

  Business Response

  Date: 06/06/2024

  We are sorry to hear about the experience you had with our L'Oreal ******************* Color Product. We tried to reach you by phone several times, but were unsuccessful. We also sent a request to speak with you via email. 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 appreciate the opportunity to respond and look forward to speaking with you soon. 

• Initial Complaint

  Date:05/24/2024

  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.

  Maison Margiela is under Loreal Group. On March 27th 2024, I purchased a Relica Matcha Meditation Fragrance for 140USD on Maison Margiela official website, I know there are much cheaper places of around 104USD on other websites. Since Maison Margriela official web site offering free Tote from Maison Margriela , I made the purchase. Here is the information ( order *** ************), later I only received the fragrance, no Tote, I assumed that maybe the Tote is temporally out of stock, it will be shipped when it is available. But I saw Maison Margiela website is making promotion again today, offering the same free Tote, but my Tote has not be shipped. I contacted the customer service, saying that, it is canceled two months ago because it is out of stock, and since the purchase is after two month, you can not return the fragrance either, they give me options that return of only 7 USD, or get 10% of next purchase and the promised Tote can not be sent to me. The Tote is much more expensive than 7USD, that is why I chose to buy fragrance on such high price, and I do not want any more Maison Margiela fragrance anymore, so I will not accept the discount. To me it seems like they are luring the customer with attractive gift to buy their fragrance with higher price than other vendors, but after purchase they never send the gift. I want to return my Maison Margiela fragrance, and get refunded, or the company needs to send me the free Tote, they promised.

  Business Response

  Date: 06/05/2024

  Please accept our sincerest apologies for any inconvenience in regards to your recent online order. We strive to provide the highest quality of service to our customers and we truly wish to continue having you as a customer.
  We are sending you the ********************************************* Tote as requested as well as a Matcha Meditation Candle as a gesture of goodwill. Please allow 1-2 business days for processing and 3-5 business days for these items to ship. We apologize again for your experience and we appreciate the opportunity to respond.

• Initial Complaint

  Date:05/24/2024

  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 placed an order for produce and paid $435.66 on May 8th with Skin Ceuticals. In tracking the order, it always told me it couldnt be tracked and was still being processed. I finally contacted the company, today. They told me they got a big order in last week and this was slowing all ordersthey said they could not give me an estimated Delivery Date, either. I told them I placed the order on May 8th, not last week. I requested to speak to a Manager about a Refund 3-5 times. I continued to be denied a Refund or the opportunity to speak to an Manager and then was placed on hold. After, holding they sent me to a Survey and ended the call. I then proceeded to call them back. I chose to speak to a Representative and get an estimated Delivery Date for the same products. This Representative told me the very same product that I ordered would arrive in 3-5 Business Days and if I paid $20, it could be delivered in two days. So, I proceeded to ask her why my order for the very same product, placed & paid for on May 8th couldnt be shipped. She put me on hold and told me that they couldnt give me an estimated Delivery Date on my order and wouldnt refund me. She then told me I could place and pay for a new order and just return the other when it comes. I cant even make sense of thisno logic, whatsoever!! I then asked to speak to her Manager. She said her Manager would tell me the same thing. I said, well I want to speak with them. She denied me speaking with them. (I requested around 3 times). I explained to her that I am not going to give her more money for the exact same product when I already paid for the other product. To me and my family, $435.66 is quite a bit of money. I certainly cant afford to throw that out the window and give them that amount, againto not know if I will receive product or not. I do not understand how this is acceptable for a business. The only offer to resolve was for me to pay them another $435.66!!! I appreciate any help you can offer!!

  Business Response

  Date: 06/05/2024

  Thank you for sharing your concerns about our consumer service. We apologize for the difficulties you have experienced. SkinCeuticals makes every effort to provide the highest customer service for our consumers. Your recent order  ************ has been cancelled as the items were out of stock. You will not be charged for this order. Any charges you may see on your account are pending pre-authorization holds, as we only charge once an order ships. These preauthorization holds will automatically drop off your account (typically in 3-10 business days-depending on your financial institution). We appreciate the opportunity to assist with this matter.

• Initial Complaint

  Date:05/21/2024

  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.

  On May 7th, 2024, I made my inaugural purchase (Order #************) with Redken in good faith, anticipating a smooth transaction. However, to my dismay, the tracking information indicated that *** (tracking number ******************) delivered the package on May 10th, 2024, to an erroneous location, distinct from my intended delivery address. Despite initially attributing the discrepancy to a potential error, five days have elapsed since the purported delivery date, and I have yet to receive the items I duly paid for. On May 14th, 2024, I made contact with Redken via both message and chat platforms, only to be informed that I must await a resolution for what they deemed an internal error, requiring a waiting period of 15 days. Regrettably, this timeframe is untenable for me due to imminent military deployment commitments with the navy. Subsequent attempts to address the matter via telephone were met with abrupt disconnections by Redken representatives, and emails to their customer service department have remained unanswered. Furthermore, similar efforts directed towards ******** the parent ******* of ******* proved unfruitful, as their automated system provided no avenue for resolution and instead diverted to unrelated promotional messages. This ongoing ordeal has been both distressing and time-consuming. While my initial intent was really TRYING Redken's products( I wanted to give it a try but now , my primary concern now lies in the prompt retrieval of the funds debited from my account.Note : I really wanted to try but earnestly seek a swift resolution and request a full refund.

  Business Response

  Date: 05/28/2024

  We sincerely apologize for your recent order experience. We tried to reach you today by telephone but were unsuccessful. As per our email to you, we have refunded your order in the amount of $229.29 to your original method of payment. In addition, we are sending you a replacement order. Once your order is completed, you will be notified by e-mail of the tracking number. We appreciate the opportunity to resolve this issue. If you have any further concerns or questions, please do not hesitate to reach out to our customer support team. 

• Initial Complaint

  Date:05/21/2024

  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.

  Placed online order to the IT cosmetics website on 5-3-2024. Received email confirm that the order was received and $76.77 was deducted from my bank account. After several days, I attempted to track the package on the *** website which read Shipment Ready for ***, and stayed like that. On May 11, I used the chat feature on the cosmetics website and spoke to someone who told me that there appeared to be no movement on the order but that nothing was able to be done until May 14 and if I hadnt received any updates after that time, I could reach out to them. Today, May 20th, I called The IT cosmetics customer service line and spoke to **** who told me that he saw no movement and he would have to re-order the items and in 24 to 48 hours, I would receive an updated tracking number. When I asked how long for the products to be shipped, he said in 7 to 14 business days at which point I had already waited almost 3 weeks, and told him I wanted to cancel the items and get a refund. **** told me it was too late to cancel the items. Again, I asked for a full refund of $76.77, at which point **** told me I could get a refund but the policy is to deduct $8.53 from the amount. When I asked how this is fair because I ordered items, they did not deliver, and now they are penalizing me an additional $8.53 for items I never received, he said that was the policy. When I asked to speak to a supervisor, **** told me it was the weekend and unfortunately, there was no one available at which point I reminded him that it was in fact, Monday, so Id like to speak to a supervisor. After a brief hold, he told me that he had to submit the extra $8.53 for approval and he would call me back in an hour. Shortly after, I saw that only $8.53 was put back into my bank acct. but not the total. I called back, got **** again, who told me the total will take 7-10 business days to be returned to my acct and its not instant at which point, I reminded him that the $8.53 was instantly returned!

  Business Response

  Date: 05/24/2024

  We sincerely apologize for your recent order experience. As per our email, we issued a full order refund which you will see in two parts, one for the shipping fee, the other for the order.Additionally, you will be receiving the accidental replacement order. We appreciate the opportunity to assist with this matter. Please feel free to reach out to our team if you need anything further.

  Customer Answer

  Date: 05/24/2024

  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.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/17/2024

  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 purchased lancome tresor lotion and midnight rose perfume. Received items on May 5, 2024. Lotion had absolutely no scent. Counterfeit! Didn't open perfume. Called for a return authorization. Returned ALL items back via ************* ************ with tracking. Lancome received return on May 6, 2024 @ 8:58 to an individual. I have Called Lancome twice. Submitted proof of return via email per there request and they are still refusing to refund my $185.54. Order # ************* Tracking # **********************

  Business Response

  Date: 05/17/2024

  We sincerely apologize for your recent order experience. Your return has been received at our warehouse. Please allow up to 30 business days for your refund to post onto your account depending on your financial institution. The credit will be issued to the original payment method. We appreciate the opportunity to assist you with this matter.
  

• Initial Complaint

  Date:05/03/2024

  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 had ordered Pureology products that were supposed to be delivered on Tuesday, April 30th.They never arrived. I have been on the phone with customer service, and they refuse to resolve the issue and told me to contact **** I have contacted *** and they told me I have to get a hold of Pureology who is under the ******* umbrella. Now I do not have any products and I am out money. The customer service is rude, and they act like they are doing you a favor. I will never order from Pureology again. They offered a 20% discount so that is why I had ordered from them in the first place. They never bothered to provide me an order number. The only way I found out I was getting the products was from *** and it was never delivered. Next time if I order Pureology products I will go to another retailer such as Ulta. I did a PayPal pay in four and have paid $27.95. Total payment for everything is $111.79. I provide transparency and I expect the same in return. If they cannot deliver the products then please return my money.

  Business Response

  Date: 05/13/2024

  We sincerely apologize for your recent experience with your order. As per your conversation with our supervisor, we understand that you have received the order you expected. As a gesture of appreciation, we have emailed you a 20% off promo code to use on your next order. We appreciate the opportunity to address your concern.

• Initial Complaint

  Date:04/15/2024

  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.

  Good morning,Please see all the attached documents. I haven't still received my refund of $80.10 as of today, passed the deadline promised by Vichy/L'Oreal. Not only they sent me expired skin care products twice, but now they also show neither professionalism nor respect to their customers when the returned merchandise has already been received over 30 days ago.I hope you can help me resolve this issue in a timely manner.Thank you very much.

  Business Response

  Date: 04/19/2024

  We sincerely apologize for your recent order experience. We have issued a refund in the amount of $80.11 to the original form of payment. Please allow 5-7 business days for your refund to reflect in your account. We appreciate the opportunity to assist you with this matter.

  Customer Answer

  Date: 04/21/2024

  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 today, Sunday April 21, 2024 I am showing a PENDING refund of $80.10 back to original credit card. 
  
  Thank you very much for your timely and always efficient intervention.
  
  *************
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/08/2024

  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.

  Clearly this business has NO CUSTOMER SERVICE SKILLS and bases their business off of ripping people off! I placed an order and never received the product! Simply asked for a refund so that I wouldnt deal with this issue anymore of something being taken from front door and they refused to ****** or refund at all! ABSOLUTE HORRIBLE BUSINESS PRACTICE AND THEY CLEARLY SENT ITEM TO WRONG DOOR!I have added a picture of my front door and address and the one they claim is incorrect!!Either refund the money or ****** the product !

  Business Response

  Date: 04/16/2024

  We sincerely apologize for your recent order experience. We tried to reach you by phone but were unsuccessful. We have gone ahead and issued a refund for your order. Please allow 5-7 business days for your refund to reflect in your account. We appreciate the opportunity to assist you with this matter.