Complaints

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pureology / Company of Loreal. After Initially declining the charge via ****** because I couldnt get ahold of anyone to fix my orders, I spoke with a supervisor who told me to cancel the dispute and to allow the charge to go through and she would provide me with *** shipping labels to return product for normal RMA process. I then contacted ****** and cancelled the dispute as requested, shipped both orders back unopened with provided shipping label/ tracking number. I have the bank statements showing the payment went through from my ****** account to pureology successfully. I have tracking data showing the shipment was received at your dock. You have received both your product and my money. **************** not placing notes in system correctly, every time I call no one knows what is going on.

  Business response

  04/21/2022

  We sincerely apologize for your recent order experience. We have issued refunds for your returned orders to the original method of payment. We appreciate the opportunity to be of assistance. 

• Initial Complaint

  03/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been shopping with ******* for many years with multiple orders placed directly with ******* official website, so I am fully aware of how those ******* subscription/auto replenishment program works. I always chose to turn off that subscription option before I placed any my order. However, I do not know why that subscription was put back on my ******* account without my consent. On Mar 9 7:30AM, I got an Email saying ******* auto replenishment placed an order for me. I immediately contacted ******* to cancel that order, but I was refused as ******* could not cancel an order which was still in process.I refused the ******* package, but that package was re-shipped to me.This is a very shady business behavior. I want ******* to cancel this order, take back their package and give me full refund

  Business response

  04/21/2022

  We sincerely apologize for your recent experience. The returned order was refunded upon delivery on 4/5. Also, the auto-replenishment subscription was also cancelled to avoid further orders from processing. We appreciate the opportunity to be of assistance with this matter. 

  Customer response

  04/21/2022

  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

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying for quite some time to unsubscribe from ******* marketing emails via the unsub link at the bottom. The link brings me to a page where I enter my email address, there is no button for stay subscribed or unsubscribe, so I hit "go" on my keyboard. It brings me to a warning page alerting me that it's unsecured and asks if night want to send the info anyway. I have tried yes and no and gotten the same page after thanking me for continuing to receive ******* emails. I have reached out numerous times and advised of what I was experiencing and asked for help, nicely and not nicely. No one I've encountered so far is competent enough to assist with this situation and it's now a violation of the "Can Spam Act" since I continue to receive marketing emails when I have asked the company directly to be removed since their unsubscribe links are broken. At this point, this is blatant negligence on *******s part.

  Business response

  03/21/2022

  We apologize for your experience with our website. A supervisor had reached out this morning but was unable to reach you. She left a voicemail as well as sent a follow up email. We have unsubscribed you this morning. However, you may still receive 1-2 more emails but should then stop completely. We appreciate the opportunity to assist you with this matter. If you require anything further, please feel free to contact us. 

• Initial Complaint

  03/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order online that did not arrive. Lancome wouldnt even reply back to me at this point. *** came out and the guy said he wasnt sure what happened but at the end of the day I did not receive my order which was a VDay gift.

  Business response

  04/21/2022

  We sincerely apologize for your experience. A refund for your order has been issued in the amount of $756.22 to the original method of payment. We appreciate the opportunity to be of assistance with this matter. 

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought IT products online spent ***** recieved 5 of 9 items. (Order #ITC ********) Called phone number on receipt on 3/8/22, sent photo of items recieved, I want refund for what I did not receive, and want to return other products. I needed these for a wedding on the weekend! Now I have to go find them at a store! **************** rep said to affix prepaid label to box and return. Went to *** as directed, they can not return without barcode to scan. So called same number on receipt 3/9/22 and was told this is the wrong company they used the wrong letter head! What! I just called this number yesterday and spoke with someone! I asked Kare, reps name (8:34am) to speak to a supervisor, she refused to get one, and said they wouldn't talk to me, I spent 5 minutes demanding someone higher than her. She refused. Horrible customer service! Now I have product I don't want, They owe me *****! I am extremely pissed!

  Business response

  03/15/2022

  We sincerely apologize for your experience. Our records indicate that a full refund has been issued for this order. We appreciate the opportunity to be of assistance with this matter.

  Customer response

  03/18/2022

  Still have not received full rfull refund.
  ***************************

  Business response

  03/18/2022

  Thank you for your reply. Your refund was issued as followed: 1st Refund was issued: 3/9 in the amount of $75.43. The 2nd refund (remainder of order) issued 3/14, in the amount of $16.40. As of today, a full refund has been issued for your order. We appreciate the opportunity to respond. Please let us know if you need anything further.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  THIS IS INVOVLES THEIR SISTER COMPANY "ESSIE" NAIL CARE. I HAV WROTE A LETTER TO L'OREAL USA CORPORATE AND LEFT NUMEROUS VOICEMAILS AT THE CORPORATE OFFICE. I HAVE SEVERAL COMPLAINTS THAT ESSIE THERISELVES ARE NOT TAKING SERIOUSLY. THAT IS WHY I;M FILING THIS COMPLAINT. THAY NEED TO GET BACK TO ME, BECAUSE I DID MY PART. I TRIED ATTEMPTING TO CONTACT THEM.

  Business response

  03/14/2022

  We apologize for this experience. Our records indicate that a refund was issued on 3/2 for four products. On March 4th, a supervisor reached out to verify the complaint was resolved. At this time, customer states that she is looking for more compensation. Our supervisor advised of the additional information that was needed and also sent a follow up email. Once we hear back for the customer, we will do our best to assist. We appreciate the opportunity to respond.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered online from Lancome over a month ago 02/01/2022, my order number is ************. Got a notification that my order was shipped 02/04/2022 and it has now been three weeks and still nothing. I even have not received any tracking information. My order history shows the tracking number, but when I click in, it shows that they could not locate the products. Last week, I called customer service and one customer representative said that the shipping label was printed but never shipped. The agent tried to replace the order for me, but a week later, I did not get any updates. So, I contacted customer service again. The customer representative named ***** said she cannot find my last call record and there was no replacement record on their system. I asked her to help me claim the replacement, and she said the package was delivered on 02/03/2022, she cannot help me to do that. That's very ridiculous. The order history shows that the package was shipped on 02/04/2022, but the agent told me the delivered date is one day before. The customer representative refused to do anything and I am still waiting for $202 + tax worth of missing items. The shipping process by Lancome is mismanaged, the customer representatives are lack integrity, training, and manner. I feel very upset as a longtime customer. Never ordered anything from them again.

  Business response

  03/04/2022

  We sincerely apologize for your recent order experience. Our records indicate that a no cost replacement order has been processed and is currently in transit with an expected delivery date 3/5/22. We appreciate the opportunity to be of assistance in this matter.

*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. ↩