ComplaintsforL'Oreal Canada

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order #************ and received the confirmation on Oct 22, 2023. On Nov 1, Lancome informed me that my order was shipped and provided the tracking number. However, the tracking number was invalid. I have called their customer service many times and they kept telling me that they were investigating the issue and asked me to call back next week. I have also emailed their customer service on Nov 17 and only received the response on Nov 27 saying that my parcel is delayed. On Nov 27, I checked the tracking number again. It was then started showing the status (at least it is no longer showing as invalid). The courier status shows that the package has not arrived to their facility yet - which means Lancome hasn't even sent my package to the courier all of these time. I've waited for another week and the status never changed. I tried to contact Lancome many many times during the period - no case # created, no solution provided, they refused to cancel my order even though it is way overdue and they couldn't tell where my order is. All I want now is to get my money back as this order seems more like a **** to me now. I really appreciate your help with sorting it out! Thank you.

  Customer response

  20/12/2023

  
   
  Thank you very much for the assistance with reaching out to Lancôme. I received a response directly from the vendor with a refund issued. This complaint can be closed.
  
  Thanks,
  

  ****
  

• Initial Complaint

  24/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed my order with ********** on November 3, 2023 (Order amount: $394.05. Order number: ************). With ****** **** tracking, I was supposed to receive the package on Nov 15 but it arrived one day earlier on Nov 14, however, I did not receive the package at all. I sent them an email on Nov 15 but did not hear back from them, so I reported it to Lancome on Nov 16 again via Live Chat. The representatives were not helpful at all. I reported a lost delivery package and they insist and want me to wait for 7 business days of investigation and don't bother to tell me what I can do or the consequences of not getting the packages. And now I missed all of the opportunities to repurchase the products as the products that I want to buy are OUT OF ORDER and no longer available! The holiday gift sets that I ordered were worth $750. I lost the free gifts with purchases that were worth $421 and I also lost the points that I redeemed for a free product that was worth $70. I really want my orders back that are worth what I was supposed to get in terms of the efforts and time of researching product quality and promotional, trust, and money that I put into this company.

• Initial Complaint

  15/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered from Skinceuticals August 7th. A Subsidiary of L’Oréal. They said it take 3-5 business days. I’ve tried to call them a few times but their numbers are jammed and customer service does not reply back or answer calls. I need the product to ship or my they should send me my refund!!! Order number *************. They also don’t let you remove your email from marketing it is impossible!! I need my order or a refund!!

  Customer response

  22/08/2023

  Many thanks to ***. They L’Oréal(Skinceuticals) delivered my item. They didn’t even bother sending a tracking number. lol. I go downstairs and see the item has been delivered. If they could do this quickly why didn’t they just do the right thing? Their e-commerce is below par.

   

  Nonetheless their customer service is a mess. Non-responsive and you can never seem to get a hold of an agent. The two emails I sent to them went unanswered, phone calls never connects you to a live agent also, their prices have bumped up 25% hopefully the quality has not dropped plus I have been trying to remove my email address from their mailing list which has been unsuccessful-which is against the law I think?

  Hopefully I don’t have the same experience again!

   

  Sorry too many complaints. But all good.

   

  Have a great day and thanks for the work you do.

   

  Regards, 

   

  *****

• Initial Complaint

  02/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I purchased a spray for thinning hair from their online store. It was 106$ with taxes. I bought it because it had 29 reviews and all 5 stars. It did not work. My hair is still falling out a lot. I gave an honest review of the product but I received an email saying my review does not meet their guidelines and they will not post it. If they don’t post bad reviews, it’s false advertising. As I purchased the product based on the reviews. I would like 106$ refunded on my visa please. Thanks

  Business response

  03/08/2023

  We managed to retrieve the order and proceeded to a refund for the full amount on the original method of payment. The refund will appear on the statement within 3-5 business days.

  To address the review situation, we would need to see what was actually submitted by the consumer to identify what might have disqualified it from being published.

  We hope this resolution statisfactory.

   

  Customer response

  04/08/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I see the response from the company about refunding my VISA card. However, I see that instead of a refund, they have CHARGED my card!! Please let them know of their error. 
  Thanks ******* 
  

  
  

• Initial Complaint

  17/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have placed an order on May 17th 2023 for which i have not received a shipping label yet. Order amount : $309.65 Order number : ************ I have reached out via email to their care representatives for timeline as i needed to know when the products would arrive. I have spoken today with a customer rep via Chat on their site and advised of the same thing “ guess it will be soon” . The conversation today with ******* was anything but satisfactory . The rep had no sympathy or willingness to resolve the issue and although they have not shipped my products and they have them in their warehouse they cannot cancel the order unless i receive it and then return it. I have requested to speak to a manager and was told to wait until Monday since apparently they have no manager to help me on the weekend. If i could at least know that someone is actually doing something to ship the items or what the issue is then it would be a more honest approach from the company. They are keeping my money for no reason and without a guarantee that i will even receive my items anytime soon and giving me the run around. According to the order is expedited shipping and i keep being told shipping delays of 10 days and here i am a month later and still no shipping label exists for my order.

  Business response

  27/06/2023

  Hello,
  
  The order was delivered on June 20th and the file has since been updated. We hope this is a satisfactory resolution.

  Thank you.

• Initial Complaint

  03/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am at my wits end with this company "*** ************ ****** " ***** * ***********. I placed this order on April 2nd and it was shipped on April 12 via ****** **** ******** * ****************. Strangley enough after 3 days I was worried as to why it hadn't changed status from that day so I contacted ****** **** and they initiated an investigation and said that the seller did not even scan the item. I called *** and they advised that they would initiate an investigation. I emailed them and told them to just cancel the order because this is ridiculous. But they told me that they couldn't cancel it. This is utter foolishness. I've been getting the runaround but no order and I just want my money back. I feel like information regarding my order is being hid from me and the truth is not being told just to steal my money. I am not rich to be scammed out of the little money I have.

  Business response

  24/05/2023

  Consumer has been contacted and the issue has been resolved.   

  Customer response

  24/05/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20016578, and find that this resolution is satisfactory to me.
  
  Sincerely,
  *** *****
  

• Initial Complaint

  09/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have been using this l'oréal revitalift 30ml serum for years now, (lot code is 18W001) bought 1 for $37.96 to stock up from ******** ******** a few weeks ago, finally will use them now. i notice that the smell was a bit different than usual, and the texture and consistency was thicker and stickier. i was hesitant to use as it is not the usual so threw out because couldn't return so upsetting though.

  Business response

  21/03/2023

  Consumer has been contacted and the issue has been resolved.   
  Case is considered closed.

• Initial Complaint

  14/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on with ******* ****** on ********** because they have a Valentine's Day promotion. This was the only reason I placed the order, was the incentive of the gift with purchase promotion. I had followed the promotional requirements as indicated and advertised on the homepage of the website which is to purchase any two makeup products to receive a 5 peice Valentine's Day Routine kit. I placed the order ******* ************* on Feb 5, 2023 for 2 units of Teint Idole Ultra Wear Foundation Full Coverage Liquid Foundation with SPF 15 in 410 Bisque W for $65 each and a grand total of $146.90 after tax. I received my order and it is missing the 5 peice Valentine's Day Routine kit as advertised. I would like for ******* ****** to make this right and send the 5 peice Valentine's Day Routine kit as advertised to resolve this issue.

  Business response

  21/02/2023

  Consumer has been contacted and the issue has been resolved.   
  Case is considered closed unless we hear back. 

  Customer response

  23/02/2023

  
  Complaint: 19400568
  
  I am rejecting this response because they have not responded to my emails or confirmed if they have actually resolved the issue.

  I received an email to confirm my shipping address, which I have done. I then followed up and requested for the tracking number to confirm the parcel's whereabouts and if it was actually shipped.

  There has been no response for 2 days from the customer service team since I've asked this question.

  Because I do not have tracking or the parcel as promised, I am unable to accept that the response or resolution to the complaint has been satisfied.
  
  

  Business response

  01/03/2023

  Tracking number has been provided.  

  Parcel was delivered yesterday. 

  Customer response

  11/03/2023

  
  ****** ******** *******
  
  It was a long drawn out process and customer service was horrible until I reached out to ***. I have reviewed the response made by the business in reference to complaint ID 19400568, and find that this resolution is satisfactory to me.
  

• Initial Complaint

  19/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a mascara sampling set which was to include a few small mascaras as well as a promo code for a full-size mascara of my choosing. When I received the set, there was no promo code included. I reached out to customer service shortly after via chat and was given a promo code and told it had no expiry. When I tried to use the code recently, I received an error message that it was invalid. I have reached out numerous times to customer service and have either been disconnected via chat or I've received rude, short, unhelpful responses through email.

  Business response

  30/01/2023

  Consumer has been contacted and the issue has been resolved.   
  Case is considered closed unless we hear back. 

  Customer response

  02/02/2023

   
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18857347, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** *******
  

• Initial Complaint

  07/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On July 29, 2022, I purchased a 60ml face cream and a 20ml eye cream for 401 CAD on *******'s official website in Canada. The official website promised to give samples: include 4 bottles of 15ml face cream and 2 bottles of 5ml eye cream. When I received the package, these were not presented. Then I contacted the official staff on August 4, the official email promised to send these gifts . But it has not been received until today, and the official staff have been delaying time ? I need to seek help from ***. ** ***** ****** *** *************   Thank you very much for your help~

  Business response

  19/09/2022

  Consumer has been contacted and the issue has been resolved.   
  Case is considered closed unless we hear back. 

  Customer response

  20/09/2022

  ********** ********
  
  I am rejecting this response because: 

      Today morning was the fourth time I took the initiative to contact their online customer service. The excuse they gave me was that they didn't know why their department give me a gift. but the department was busy and asked me to wait.  I said “after you get a response, I hope you can email me. ” Then there is another 4-6 weeks waiting for no definite time.  My friend has received 2 gifts from them, but mine has  been missed, and the explanations from the staff are pushed back and forth.  Please make sure to delivery them to me within one week as promised, or give me the money back.
  
  Sincerely,
  
  **** **

  Business response

  28/09/2022

  The parcel with the gift has been delivered.  

  Customer response

  28/09/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **

*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. ↩