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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

    • 252 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:04/04/2024

      Type:Delivery 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.
      Placed an order on Lancome website(*******************) on Mar 18,2024 7:45 am with $504 without tax($551.2 with tax). The order number is ************. Received another email on 4:17PM the same day titled "Your ********** order has shipped". The tracking attached in this email is "**********************************************************************************************************************************************************************" which by today still shows "Awaiting Carrier Pickup". Contacted Lancome **************** by email on Mar 25 inquiring order status, and they sent a separate tracking number "*******************************************************" which shows "Shipper Created Label, Package Not Yet Received". On Mar 27, emailed Lancome again, they said my package was delivered, but we have been working at home and there was no any carrier approaching my house in Mar 26/27. The tracking sent by lancome website still shows "Awaiting Carrier Pickup". I suspect my order is not truly sent out for some reasons. Contacted Lancome everyday they are not helping.They said need 7-9 days for an approval for sending out my items, which is not acceptable. I want them to send my order immediately with ************** but not with deliver-it which by today still has no shipping details but only one record"Shipper Created Label, Package Not Yet Received" and a "delivered" status

      Business Response

      Date: 04/12/2024

      We sincerely apologize for your recent order experience. As per your conversation with our supervisor, we are sending a replacement order to you via *** ground. You should have received an email with tracking information. You can expect your order to arrive on 4/16/2024. We appreciate this opportunity to assist you with this matter.

      Customer Answer

      Date: 05/02/2024

      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:04/02/2024

      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.
      Hello I ordered from Redken order ************  and my items came exploded and completely spilled out. These products are completely unusable. I provided pictures and I still have not been given a full refund of $284.89. I was told I would receive a refund for such unusable products and I am requesting you honor this.

      Customer Answer

      Date: 04/02/2024

      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:03/26/2024

      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.
      Order placed 2/19/24, order received on 2/20/24 and sent back same day. Still waiting for refund well beyond thr 30 day deadline. ***** communications have promised refund but it isn't resolved yet.

      Business Response

      Date: 03/27/2024

      We sincerely apologize for your recent order experience. We have issued a refund in the amount of $204.58 to the original method of payment for order ************. Please allow 5-7 business days for for refund to reflect in your account. Thank you for bringing this to our attention and giving us the opportunity to respond.

    • Initial Complaint

      Date:03/21/2024

      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 made an order last November 2023 for the Thanksgiving discount. They did not ship anything to me until now. I started to contact them since Jan 2024 for 5 times. Everytime, they responded that they would ship the products to me in 2 business days. But they still did not ship anything. It is almost April. I was so angry and disappointed. They offered the Thanksgiving discount when I made the order last November. Then they promised to ship the products every time I contacted them by online chat or phone call. But they just did not ship anything. They lied and did not take any responsibility. So I think they are doing False Propaganda.

      Business Response

      Date: 03/27/2024

      We sincerely apologize for your experience.  We tried to reach you by telephone, but were unsuccessful. We are unable to accommodate a replacement order for order #************. Several items in the order are no longer available. A refund for this order was entered on Feb 5th 2024. The refund is went back to the original form of payment. We appreciate the opportunity to respond. 

    • Initial Complaint

      Date:03/21/2024

      Type:Delivery 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.
      On 3/9/2024 I ordered two skin serums from SkinCeuticals for the amount of $292.72. I had previously ordered a serum from this company and had an account. When I clicked submit via Apple Pay I realized my old address was the shipping address. I immediately tried to cancel the order and when I realized I couldnt I called the company (within 10 minutes of ordering). The person with SkinCeuticals told me there was no way to cancel the order (though it was not processed or shipped) that I had to wait until it was delivered and file a claim with **** So I waited for an email that it was delivered and I never got one so I tracked the package and it was delivered on 3/14/2024. I called *** from the number SkinCeuticals provided me and told them what happened and because it was the address that was on the label and it was delivered to the address per label they could not do anything and it was not even a correct process. I called SkinCeuticals back and they told me there was nothing that could be done. I explained fully what happened and they can see it clearly and they have basically told me there is nothing they can do at all. Knowing it was delivered to the wrong address and I have no way of recovering the package. They seem to have just developed the policy if you order it there is nothing that can be done past the submit button. My order number is ************ *racking number: ****************** These were serums for a medical condition that I need. Recommended by a dermatologist. This is very very poor business practice.

      Business Response

      Date: 03/29/2024

      We sincerely apologize for your recent order experience. As per your conversation with our supervisor, a replacement order is being sent to your updated address. Please allow 1-2 days for your order to process. You will receive an email with tracking information once your order ships. We appreciate the opportunity to assist you with this issue.

      Customer Answer

      Date: 04/05/2024

      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:03/15/2024

      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 from the website on Feb 18 2024, but I didnt receive anything from them, and they charged me ******* . I called them more than 3 times to tell them the problem,but they didnt give me refund or resend. Just tell me to contact *** filled the claim, *** leave message for me saying I need to contact Skinceuticals !Anyway I want my money back. It make me feel terrible on the service.

      Business Response

      Date: 03/22/2024

       We sincerely apologize for your experience. We tried to reach you by phone but we were unsuccessful. As per  our email, 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. Alternatively, if you prefer, you can reply to this email with the best phone number and time to reach you, and we will be more than happy to give you a call back. Once again, we apologize for any inconvenience caused, and we appreciate the opportunity to address your concerns. We look forward to hearing from you and resolving this matter to your satisfaction.

    • Initial Complaint

      Date:03/11/2024

      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 bought foundation in February of 24, but it expired in December of 24. The seller gave me the old product.

      Business Response

      Date: 03/15/2024

      We sincerely apologize for your recent order experience. We are more than happy to replace this product for you at no cost! Tracking information will be available to you once the product has shipped. Please refer to this new order number for package updates: ************. We thank you for bringing this to our attention. We apologize for your experience and we appreciate the opportunity to respond.

    • Initial Complaint

      Date:03/08/2024

      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 was charged a total of $282.86 on november 20,2023 i called the company skin ceuticals to let them know i did not make that order. i did receive the package of that order and i returned it back to the company un opened. when i first spoke to the representative i was told that they did receive the package back to their warehouse and i will get a refund. i did not receive my refund and i contacted them several times after and they kept telling me that my refund is there that i just need to wait. i waited months and was not resolved nothing i did get an email saying that my case was processing and that they will get back to me. no one got to me and i stopped getting emails from them. las time i called they told me i had to contact *** because they never received the products back, when i previously was told they had the package. when i contacted *** to start a case i was told that the company needs to file a case directly with them and all these months the company has not gotten to them. i called their customer service again and was told that they will contact *** to file a case and that they will get back. i have waited a long time and they never get back to me or give me the same answers they always change the story and now they arent trying to give me the refund. i am a loyal customer to them i usually spend around $2000.00 yearly and i am in disbelief how bad ive been treated.

      Business Response

      Date: 03/11/2024

      We sincerely apologize for your recent order experience. We tried to reach you by phone but were unsuccessful. We have issued you a full refund of $282.86 for order ************. The 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.

      Customer Answer

      Date: 03/15/2024

      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,

      *******************************
      my cell phone number ********** and my work number is ********************




       


    • Initial Complaint

      Date:03/07/2024

      Type:Delivery Issues
      Status:
      Unresolved
      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 from this company. I have two shipping addresses and the wrong one was utilized. I contacted the chat online within a minute of noticing this problem. They would not modify the address or allow me to cancel and reorder. I then called the customer service number. The woman that answered would not cancel my order either, even knowing I was in ******* and not ***** and would not be there to received the hundreds of dollars of product I had ordered from them. I held on for her to make a decision They will not allow me to cancel my order either. They have offered me no help what so ever but have taken my money. ORDER NUMBER SKC ********. Then asked to speak to a supervisor, was refused that request and again offered absolutely no help.

      Business Response

      Date: 03/13/2024

      We sincerely apologize for the inconvenience, but once an order is placed, we are unable to modify the shipping address. However, you may consider having someone at the address in ***** forward the products to you or return them for a refund. We appreciate the opportunity to respond.

      Customer Answer

      Date: 03/14/2024

      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:

      I not only asked for them to update the shipping address, when they refused, I asked them to cancel the order and let me reorder with the correct address. They also refused this. I know they can do a credit because they charged my credit card the wrong amount. They immediately credited that amount off and charged the correct amount. If there was someone at that address, I would have handled that myself. Both parties that live at that address are at the ******* address where the last two orders from this business were shipped. So, it is on the business to use fair business practices and not do what they have done to me. Not up to anyone else outside of Loreal to handle this business. This could have been cancelled and this would not have happened. Basically, you took my money, refused a cancellation, and are trying to steal my money. No one is to blame here but a large corporation taking advantage of its consumers.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 03/27/2024

       As we mentioned, once an order is placed, we are unable to modify the shipping address or cancel the order. We understand that retrieving the package is not an option at this point. As a goodwill gesture, we have issued a full refund for your order to the original method of payment. Please allow 3-5 business days for your refund to reflect in your account. We appreciate the opportunity to reply.

      Customer Answer

      Date: 06/03/2024

      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:

      ****** ********************************
      ***********************
      Hi, 

      I had to resolve the issue through my credit card company, not thought mm BBB complaint. No one at the company ever answered my response to their response. 

       So, yes it was resolved, but not through the company the complaint was with. 

      Thank you for checking. Have a wonderful day.

      ***********************
      Sent from my iPhone

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:03/06/2024

      Type:Delivery 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.
      Feb 10, 2024 Order number ************ Tracking number Shipped Shipped on Feb 13, 2024 paid ****** Since February 10th, 2024, I have been waiting for an order I placed with SkinCeuticals, but it still hasn't arrived in my hands. I contacted SkinCeuticals, hoping for a solution, but they only directed me to **** Unfortunately, *** claims the package has been delivered, but I have yet to receive it. As a nurse who works 12-hour shifts, it is unacceptable to leave a package of that value outside my door. I have contacted SkinCeuticals about an issue, but unfortunately, they have not been able to resolve it. They advised me to file a claim with **** I did, and *** has closed the case, marked it as delivered, and told me to contact SkinCeuticals. However, it's now March 6th and the issue hasn't been resolved yet. This delay is completely unacceptable. I have been a loyal customer of SkinCeuticals for years, but their lack of customer service has me questioning whether I should continue being one.

      Business Response

      Date: 03/14/2024

      We sincerely apologize for your recent order experience. We have issued you a full refund for order ************. A refund in the amount of $233.44 has been issued 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 (depending on your financial institution). We appreciate the opportunity to assist with this matter.

      Customer Answer

      Date: 03/14/2024

      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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