Cosmetic Manufacturers
L'Oreal USAHeadquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/27/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a gift set from Lancome as birthday present for my friend but received a broken package. I reached out to Lancome customer asking for a replacement and provided all the information they requested. At first I didn't even open the gift box because it's also damaged which is far away from what I expected. The customer service requested photo of items inside. So I opened it and found the serum inside was empty and all spilled. And they only offered to refund me that serum and rejected to exchange the box. I considered the box as a whole piece and also still planned to use it as a present, trying to argue but failed. Then I stepped back just wanted to get every item I ordered so I asked for a replacement of only that serum instead of the whole box. And again they rejected saying it's a set and they cannot send separate item. I was extremely disappointed on the product and service they provided at that point so I asked for return of the whole set. They pointed me to the return process which will charge me for returning. This is out my knowledge of understanding the right of a customer, why would I be charged for returning a damaged product I received? Could you please help to resolve this?Business response
02/03/2025
Please be advised the consumer was issued a refund for the amount disputed. We apologize for any inconvenience.Customer response
02/04/2025
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
12/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Order ************ i am requesting a full refund back to my credit card, I am disgusted with this company. i have emailed them over 10 times about not receiving my order as it arrived damaged with all 4 products missing, as the box was smashed and damaged in transit and all items fell out, I have sent them pictures of the damage and everytime they respond to my email they respond with the same exact questions that I have already answered 10 times i did not get my order, they owe me a full refund to my cardInitial Complaint
12/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I am writing to formally express my concern and frustration regarding the cancellation of my order placed on December 2nd during your Cyber Monday sale. The total of my order was $450.40, and despite the payment being successfully processed on my end, I received an email stating that my order had been canceled with no clear explanation.When I contacted your customer service team to inquire about the cancellation, I was informed that there was an "authorization issue" during the transaction. However, I was never notified of any problem with my payment, and I was not given the opportunity to resolve the issue before the order was canceled.What I found particularly troubling was that when I asked if I could provide an alternative payment method to process the order, I was told I would need to place a new order at the original price, effectively canceling the discounted sale price I had already secured. This situation feels unjust and, frankly, like a deceptive practice. The original sale price should be honored, especially considering that the problem was on your end and not related to any fault of ******* seems highly inappropriate and unreasonable to require a customer to pay a higher price simply because of an issue that was not caused by them. This approach raises concerns about potential fraudulent activity, as it appears to take advantage of the situation rather than resolving it in a fair manner.I kindly request that you review this matter and restore my order at the originally agreed-upon sale price of $450.40. If this is not possible, I would like a full explanation as to why the sale price is no longer being honored, and a clear outline of how you intend to resolve this issue fairly.I expect a prompt and satisfactory resolution to this matter.Thank you for your attention to this issue.Customer response
01/03/2025
Better Business Bureau:
At this time, I have not been contacted by L'Oreal USA regarding complaint ID ********.
Sincerely,
****** ***Initial Complaint
12/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered skincare products that never arrived. I contacted the company they said well we need file an investigation. *** called me and left a non audible message. I called *** and was on hold for an hour and no one ever answered. Skinceuticals is the shipper and should either replace my item or give me a full refund asap. I shouldn't have to waste hours dealing with ***Business response
01/09/2025
Please be advised the consumer was issued a refund for the amount disputed. We apologize for any inconvenience.Business response
01/09/2025
Please be advised the consumer was issued a refund for the amount disputed. We apologize for any inconvenience.Initial Complaint
12/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I bought two products online from Lancme and received the wrong products plus it was shipped in an old box with glue in it I called customer service for two days no one was in the *** or would allow me to speak with. Supervisor or help me No one helped me at allBusiness response
12/13/2024
Please be advise the consumer was issued a refund for the amount disputed. We apologize for any inconvenience.Initial Complaint
11/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased ************************* and have suffered from horrible cystic acne. I have always had extremely clear skin. It is painful to even touch. After reading online numerous others have experienced this as well.Customer response
12/15/2024
Better Business Bureau:
At this time, I have not been contacted by L'Oreal USA regarding complaint ID ********.
Sincerely,
******* *****Business response
12/23/2024
spoke with consumer who is going to seek medical attention by visiting her dermatolCustomer response
12/30/2024
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:[Your Answer I spoke Here]
I spoke to a customer care representative and advised them of my plans which includes seeing a dermatologist and seeking counsel. The companies resolution was not satisfactory.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *****
Business response
01/03/2025
Please be advised that we are sending refund for the desired disputeInitial Complaint
11/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
TRANSACTION DATE - 2/10/2024 ORDER# ************ PAYMENT - $124.95 I PLACED A ORDER FOR A 150ML BOTTLE OF LA VIE BELLE PERFUME WITH AN ENGRAVING OF "WE LOVE YOU MOM" .. I PURCHASED THIS ITEM FOR MY 80 YEAR OLD MOTHER. HAD THE PRODUCT SHIPPED TO MY MOM AT HER HOME. WHEN SHE RECEIVED THE GIFT, SHE THANKED ME BUT DID'NT MENTION ANY SPECIAL TOUCH TO THE GIFT. I RECENTLY CAME TO VISIT MY MOM AND NOTICED THE BOTTLE ON HER DRESSER, BUT IT DID'NT HAVE THE ENGRAVING. I WAS SO HURT BECAUSE THIS WAS MISSING AND I KNOW SHE WOULD'VE TREASURED THE SPECIAL NOTE FROM HER FAMILY.I INFORMED LANCOME AND WAS TOLD BY EMAIL FROM LANCOME'S *** ******* THAT LANCOME WAS WILLING TO REFUND OR ***LACE THE PRODUCT, MY CHOICE I ***LIED AND EXPLAINED THAT A ***LACEMENT WOULD BE FINE THIS IS WHEN A DIFFERENT *** NAMED ****** TOLD ME LANCOME WOULD NOT BE RECTIFYING THE PROBLEM BBB, PLEASE ASSIST ME IN GAINING A RESOLUTION TO THIS MATTERCustomer response
12/09/2024
At this time, I have been contacted directly by L'Oreal USA regarding complaint ID ********, however my complaint has NOT been resolved because:
[Lancome stated they will refund me for a purchase, I sent them a order # of a very recent purchase ]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ******
Business response
12/18/2024
The consumer was issued a credit on 12/11/2024 for her most recent purchase of the same item they ordered on 2/2024. It may take 7-10 business days to reflect on their account. An email was sent to the consumer notifying them of our actions.Initial Complaint
11/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
* was charged twice for product bought at their company store. When i asked for a refund the manager told me they don't give refunds even when it is their mistake. She said to take it up with my credit card company. They acknowledged that their credit card machine malfunctioned but still refused to do anything about itBusiness response
12/10/2024
Please be advised that ****** ***** has put in a claim to his **************** account. Consumer is going to try and cancel dispute when he does we will refund for the amount of ******Customer response
12/11/2024
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:**************** has advised me not to cancel the claim. They say the business should be able to put through the refund. I should not have to wait four weeks for a check.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** *****
Initial Complaint
11/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am writing to express my extreme disappointment with ******'s handling of my recent order, #************. I placed an order for shampoo and conditioner with overnight delivery on October 29th.Despite paying for expedited shipping, the package was not delivered the following day. Instead, it was allegedly delivered a day later, but I never received it. I immediately contacted ******'s customer service to report the issue and was assured that a claim would be filed and I would receive either a reshipment or a refund.Given that I had a trip planned and urgently needed the products, I requested a refund. However, a week later, *** is now claiming they have not been in contact with me. I have now spoken to ******'s customer service and *** four times, most recently on November 8th at 11:53 AM, and still have not received a resolution.I kindly request a full refund for order *************. I have been a loyal ****** customer for many years, and this is the first time I have encountered such a frustrating experience. I hope that ****** will take swift action to rectify this issue and restore my trust in their brand.Thank you for your time and attention to this matter.Sincerely,**** *****Business response
11/13/2024
Please be advised we spoke with the consumer and the issue has been resolved. The consumer was issued a refund for the amount disputed. We apologize for any inconvenience.Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a ***** e card in August 2022, explaining i wouldnt use if for a year or two. I was told no worrries, ecard never expires. I checked in with them twice one year later, all was fine. 500 .00 still available . I checked in this year told them i will be using it soon, still told no problem money is still there. I called a few weeks ago confirming the same and was told i can place order online rather than with them. I tried but the link to pin expired and i called asking them to help. They told me it will take a day to reset pin. That is 3 weeks ago. I call every day nd get the un around. They make me spend an hour or two expl.aining everything all over again. I have emails that they are woring on it. ***** whom i spoke to guaranteed me she will keep in contact un til the pin is reset and now i cant reach her or anyone else to respond.Business response
11/25/2024
We spoke to the consumer on 11/6/2024. We apologized for any inconvenience regarding e-gift card and provided the information below. We also sent an email.
We have recently updated our **************** System and unfortunately, we do not have access to resend the link, but we would like further to assist. We have issued you a refund for $500 for the gift card. This refund will come in the form of a check from our bank **************************** and will arrive in the next 2-4 weeks. Thank you.
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Customer Complaints Summary
250 total complaints in the last 3 years.
100 complaints closed in the last 12 months.
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