Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I havent received my package and claimed it to shipper LOral Lancome customer service and also *** because it was incorrect address and they said refund me after *** lost package investigation closed but they said contact *** again, and I did, but *** said contact to shipper LOral Lancome and refund or ask that resend the package again, and I did but they said contact *** and reclaim, I need money back.

  Customer response

  11/06/2024

  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

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order online with Pureology and I had a problem with the code it would not work for the current promotion. I had to call in and speak to someone. They weren't able to fix the problem and told me the promotion would not work and then provided me with a code that was for less then the one I was attempting to use. I should have not ordered that day but I did. I placed an order it was roughly $200 with tax.The order came and the shampoo and conditioner were damaged the outerbox was wet and looked all greasy from the outside (I provided all pictures) to the rep ******* I asked if I could get a replacement on the shampoo and conditioner and then a refund for the one item which was a toner that was not in the box. She apologized and said she could not give me both it was either replace all or refund all. I explained I was going away this weekend and needed it but no problem I will take the refund, buy at **** she stated ok and we went over the refunds for the 3 items shampoo, conditioner, and the toner. I informed her when she looked at the pics that the shampoo was just in the box but the conditioner was on the outside of the box meaning it leaked through. ****** said she was processing the refund. I did not get any email detailing the conversation on refund so on Monday 10/14/24 I call to inquire about it. I get a girl named ****** who was so ignorant and told me she could offer me both the replacement and the refund that no refund was initiated by ****** she then states I am only giving you a refund for $29 since you got the conditioner I am not going to replace or refund. I asked for a manager she said there were none available. I asked her to speak to ****** and verify what her and I discussed and she stated I was a liar and she doubted that ****** said she was refunding the conditioner. I asked her to listen to the recording of the call and she refused. I did not receive the product and the other was damaged I should not have to pay for it.

  Business response

  10/24/2024

  Hello,
  We spoke to the consumer on 10/17/2024. The refund amount was corrected to cover the serum and conditioner. A replacement for the shampoo was entered on 10/15/2024 as requested by the consumer and delivered on 10/17/2024. The account was credited back for the points applied to the order that was refunded. We apologize for the inconvenience. Thank you.

   

   

   

  Customer response

  10/25/2024

  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

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally address an unresolved issue regarding my recent orders with Lancme (************ and ************) placed on August 30.Upon receipt of these orders on September 5, I found both to be severely damaged, with leaking products and compromised packaging. The box arrived damaged outside and inside. I contacted customer service immediately through chat, and I provided the pictures. where I was assured that a full refund for both orders would be processed. However, I later received an email stating that only $100 would be refunded, which is unacceptable because thats not the amount I paid for!.That's what the representative promised me for the damaged items. After further communication with a supervisor, I was again promised a full refund for both orders (Total amount : $599.2), yet I have yet to see this reflected on my credit card after two months passed. This ongoing issue is not only frustrating but also reflects poorly on Lancmes commitment to customer satisfaction.I have forwarded all relevant documentation, including correspondence with your agents and photographic evidence of the damage. (The refund for order ************ was communicated via phone) I expect immediate action on this matter. If I do not receive the full refund promptly

  Customer response

  11/03/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by L'Oreal USA regarding complaint ID ********.
  
  Sincerely,
  
  *** ****
  

  Business response

  11/25/2024

  We apologize for the delay of our response. Please be advised that this consumer's initial contact regarding the orders was on 9/5/2024. The consumer was refunded for both orders, see details below.
  9/5/2024 - $100
  10/9/2024 - $199
  10/9/2024 $299.60

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Lancome product called "Visionnaire Advanced Serum," 50ml on 11-29-23 from *****, an authorized Lancome reseller, for $125. I followed the manufacturers instructions for proper use and the dispenser pump broke after 9 months of daily use. This product is intended to last a year, and this defect has made it unusable well before that time. Lancome is owned by ******* and represented by L'Oreal USA, *************Lancome **************** informed that the company has a 6-month warranty, but the Song-******* Consumer Warranty Act in **********, mandates an implied warranty of merchantability. Under this law (California Civil Code Section 1790 et seq.), products sold in ********** must meet a minimum standard of quality and must last for a "reasonable" period, which in this case would be the expected one-year lifespan of the product. I have used the same product for more than 10 years and each 50ml dispenser has lasted me almost exactly one year.I have brought this issue to the attention of Lancome's customer service, and they gave me the "runaround" treatment through a number of email messages exchanged, without a resolution.I believe this product did not meet the reasonable expectations for its intended use. I am requesting either a replacement or a refund in accordance with my rights under California law.

  Business response

  10/24/2024

  Hello, 
  A refund check was processed for the amount requested. An email was sent to the consumer on 10/21 with details of the refund. We apologize for the inconvenience. Thank you.

   

   

  Customer response

  10/25/2024

  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 AnsIwer Here]

   I have not received a refund check so far. I will consider the complaint closed after I receive the check, and it successfully posts to my bank account. Thank you.

   

   

   

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

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

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought products from lancome November 29, 2023. They claimed that they shipped the package to me, but I never received the package. I have contacted them many times to refund me, but they refused to do investigation and refund me.

  Business response

  10/24/2024

  Hello,
  A refund check was processed for the amount requested on 10/142024. We received communication from the consumer after the check was processed asking for the check to be sent to their new address. We sent the consumer an email on 10/22/2024, letting them know we can issue a new check once the original check is returned.
  Thank you

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a mascara from **********. I contacted them and told them that it was nothing that they promised that it was flaking and it was horrible. I told them I do not shop in store. I do pick up and since it was ordered and picked up, I cannot return it. I told her I wanted a refund. She sent me a coupon for $10 off a Maybelline product that I would need to go into a store to purchase. I cannot go into a store. I replied to her and then she stopped replying, so Im still waiting for a refund. I already sent her pictures of the online receipts and pictures of the mascara. The mascara was $9.98 plus California tax in my zip code equals 10.93$

  Business response

  09/17/2024

  Hello,

  Please be advised that we spoke to the consumer, issued a refund for the amount requested and provided time frame it will take for them to receive it.

  Customer response

  09/20/2024

  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.
    I will contact back if I do not receive the refund. 
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  RDER NUMBER SCCA_******** DATE ORDERED Sep 2, 2024 Hi I placed an order for $416.97 The order tracking says its delivered but I never received the package . I contacted the agent and they said processing with a claim and I also sent an email thru SkinCeuticals website I was never Contacted Please issue a refund Thanks *****

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to request a refund for the Lancome Idole perfume I ordered from your website on August 19, 2024, totaling $110.37. My order number is ************.Firstly, I did not receive any confirmation email for my purchase and had to manually locate my tracking number and order number on your website. The package was never delivered to my apartments mailroom. I have attached evidence showing that the delivery driver did not arrive to drop off my package. My mailroom conducted an investigation and provided a timestamped photo showing the driver was not in the building. Another photo confirms that my package was not scanned into any mailroom locker.When I reached out to Lancomes customer service via chat, I was informed that a *** claim would be initiated on your end. However, I was later told that I need to file the claim myself. This information was not communicated to me initially, leaving me to handle it on my own. I spoke with several agents, each providing different case numbers, which complicated the process. I was also informed that no claim had been opened and that a refund could only be issued if *** approved the claim. Given the clear evidence that the package was never delivered, this requirement is **************** tracking indicates that my package was received by "Feeder." I am not "Feeder" and do not know who or what that is.Given the substantial proof that my package was never delivered, I am requesting a refund of $110.37. The repeated issues with customer service and the lack of resolution have been extremely frustrating. Please process my refund promptly.

  Customer response

  09/30/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding L'Oreal USA has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The makeup and other products from this company HAS NON EXPIRATIION DATE SO THERE IS NO WAY TO KNOW WHWN TO STOP USING THEM. I have opened and unopened products, some.purchased, some gifted others ************** they are my favorite brand to use. I have used their online forms ****** response so far. It is incumbent that companies stand by their products and ********* customers. I ********** to find out the manufacture, best date of use from ***********.

  Business response

  09/10/2024

  We sincerely apologize for your experience. We tried to reach you by both phone and email but were unsuccessful. At your convenience, please give us a call at **************, M-F,9am-5:30pm ,EST and give the *** answering reference #********. We look forward to hearing from you.

  Customer response

  09/10/2024

  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 Here]

   HAD I RECEIVED AN EMAIL.OR PHONE MESSAGE I WOD HAVE TIMELY REAPONDED AS I AM SEEKING ASSISTANCE.  I DONT SEE IT IN JUNK MAIL EITHER.  PLEASE RESEND YOUR EMAIL TO ***************************  and.l wi gladly respond or call and leave me a message and l will play return your call.

   

   

   

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

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

  Customer response

  09/17/2024

  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 Here]

   Good day:  can you please send me your telephone numbe4.  I am NOT receiving any message you have left.  I have also not seem any email from you. Thanka.

   

   

   

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

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

  Business response

  09/25/2024

  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 look forward to speaking with you.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  This order was placed by accident. Within 2 minutes of realizing this order was placed on my account I contacted the business via live chat. I told them I wanted to cancel the order and they refused. I reached out via contact form and asked for an immediate cancellation and they have refused.The order has not even shipped yet. Other companies allow you to immediately cancel when you have made a mistake. This is a ton of money and I do not want to pay it.

*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. ↩