ComplaintsforYves Saint Laurent America Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 3rd, 2024, I made an order from YSL Beauty US website for Libre *** de ******** in the 90ml size. Unfortunately, I did not receive the order, which was a gift for my sister (I opted to buy another bottle at a nearby *******). On June 26th, 2024, I messaged the ********************* and tried to resolve the issues for weeks, but each time I was messaged by a new customer service person who was not helpful. They opened a case with *** about my package, and a YSL customer service person told me when I followed up with them that *** had stated that they had tried to get in touch with me (they hadnt) and closed the case. They insisted that I needed to contact ***, but the sources they provided dont allow the package receiver to talk to someone from *** or do something (via the *** portal) about an case that had been opened. Only the sender is able to do this with ***. This process feels like its meant to discourage customers who encounter issues from getting a solution. Ive already replaced the bottle that I never received, and do not want to shop for YSL products online in the future.

  Customer response

  08/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Yves Saint Laurent America Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered my order on 5/9 for some reason their website keeps trying to say I ordered it 5/10 (see screenshots of my order) And then today 5/13 my order was canceled. I ordered this as a gift for Mothers Day and now I need to scramble to try to find something else. If they didnt have the product in stock it shouldnt have let it go through. I bought the prouduct and gave glowing reviews because it was such a great price (and I forgot to use my first time user discount)I would like to know why my order is cancelled This was going to be my fourth bottle of this fragrance and after this I will find a new scent, Im so upset Ive been checking my email every day since I ordered it wondering why I havent seen any progress and now I know why they dont want to fulfill my order.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered earrings last minute for Christmas at a cost of about $1500. When the box arrived it was not properly sealed and inside were two pairs of ******************* underwear with no earrings.The store operations manager and store manager ******* have been incredibly rude and non communicative. They have refused to refund the purchase until a ***** investigation was complete.That investigation is now complete and showed only that there was no damage to the box while in their possession so they therefore arent liable. That doesnt explain the missing contents of the box.Ultimately I feel that YSL is the responsible party given I paid them for an item that they were responsible for shipping to me and I never received.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a purchase from YSL for ******* dollars and had difficulty issuing an exchange because I contacted them multiple times and never heard back, but did contact within the exchange timeframe, but ultimately four months later was able to get an exchange but then again the product didnt fit so I re-contacted the company within their return or exchange timeframe and didnt hear again so now I have re-contacted them and they said essentially this is all my fault and there isnt anything can be done and Im stuck with a product that doesnt fit. Then was treated extremely poorly with the supervisor ****** and ultimately feel as if this is horrible customer service and I did comply with contacting them within the appropriate time frames so this is their responsibility to make things right which they are not.

  Customer response

  11/20/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Yves Saint Laurent America Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a *** Envelope bag in QUILTED GRAIN DE POUDRE LEATHER in black with light bronze hardware. I placed the order on a Sunday with overnight shipping as I was getting ready to leave on vacation the upcoming weekend and was also going to be my birthday present to use during vacation. I received the bag the following Tuesday afternoon and to my surprise, it was the incorrect purse. They sent me the same purse I ordered but instead of the bronze hardware it was black. When I opened the package, I had noticed the *** box seemed a little damaged on the corner as if there was a really hard sticker to remove so it left sticky residue and white spots. Then, the dust bag had a faint white stain right in the middle, these things bugged me a little simply because the price I paid but I did not think too much of it. Now not only did they send me the incorrect purse, but they also sent me a damaged purse. It had a scuff **** in the front and one edge of the purse also looked scuffed. I called the next day and spoke with a supervisor named *****. I was very upset at this point because I was looking forward to use my brand new purse for my birthday vacation and was advised a new purse could not be sent until I returned the original and would have to go through the exchange process. Only because I was really looking forward for that particular purse I accepted to do the exchange as long as they could have it before the weekend after as I was going on another trip. ***** guaranteed she would expedite the process and ensure my correct purse would get to me. Well, I got the purse on time, but it was the EXACT item they sent the first time. As you can imagine, more upset than ever now I called *** and requested a supervisor as ***** was already out. I spoke with ****** and the resolutions were ridiculous. He offered to communicate me with the nearest boutique to get my item but I would have to pay the boutique and then wait for my refund on the original purchase to process. Basically double pay for a bit. 2nd option, the refund. I was appalled because the first time ***** offered a free leather gift for my trouble and even though I was still very upset, I decided to give them another chance and they messed up even worse this time as I had to wait yet again for my purse and was not 100% sure it would get here on time and when it finally did, it was the same outcome. All I was MINIMALLY asking for was for them to send me the correct item immediately and I would still return the incorrect damaged item but apparently they could not do that. I am surprised such a high end designer store fails in supporting their customers.

  Customer response

  11/20/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Yves Saint Laurent America Inc. has been resolved.
  

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

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

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  the order was damaged when I received it. The lining of the jumpsuit was dirty. I did not use the item at all. It has all original tags attached with original packaging.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint regarding a repair service I requested at your YSL store in *************, ********, on January 21, 2023. I brought my sandals for repair, and I was informed that the repair would be done at no cost. However, months later, when I contacted the ****** store, I was informed that my sandals had been sent to ***** for repair. After months of waiting and multiple calls, I was finally told that the sandals had been repaired and were on their way, but they could not provide me with a specific date for their arrival at the store from *****.Yesterday, almost 6 months after this process, I received a message from your ************* store informing me that they were unable to repair the sandals and that I should pick them up without any repairs made. I find it surprising that, after keeping my sandals for almost six months, they are now telling me that they cannot repair them. Considering that these sandals are covered by warranty and that your store has provided poor service in this case, I believe it is necessary for proper redress to be made.

  Customer response

  06/15/2023

  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

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a *** belt on 4/29/23. I intended to use this belt for an event on 5/20/23. This event was canceled and I no longer needed the belt. I figured since it was unused and I had my receipt within 30 days, there should be no problems getting this item refunded. However, to my surprise, the representative at the *** storefront denied my return stating the belt had been altered. This belt had 10 holes instead of 5. I reiterated over and over that I never altered the belt. They refused the return and remained firm that an altered item cannot be returned. It is a clever scam since I never thought to count how many holes were on the belt prior to walking out of the store. I didnt think to verify if the merchandise I was buying in the storefront was legit, I assumed it was, but I was wrong. They simply sold the belt to me alerted and them blamed me for altering it leaving me to hold the bag. The store director was awful, rude and unhelpful. She refused to provide her full name, then provided me a phone number to customer service that went straight to a dead line.

  Customer response

  06/23/2023

  At this time, I have been contacted directly by Yves Saint Laurent America Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  My return was rejected

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a bag from the store and tried to return it within the return window. The return policy is for 30 days and I brought it back after 9 days and they are refusing to take the return.

  Customer response

  05/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Yves Saint Laurent America Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been trying to return a perfume and was told that they would give me a prepaid return label. This is the email they sent ***** ************* *** *** ********** *** *********** ******** ************ **** *** ****** ** *** ***** ********** ** ****** ****** * ****** ** *** **** ********* ** *************** **** ********* ** ****** ** **** ** *** ******** ***** ****** ***** **** ** ******** * ****** *** ******** * **** ******** ****** *** ****** ********* ****** ********** ****** ****** ** ******* ** ****** ** *** ******** ******* ** *** ****** ** **** ********* ******* ** *** ******** *** ****** ******* *** **** *** ******** **** ** ******** *** *** ******** **** ** **** **** **** ******** *** ****** **** ** ****** ** *** ******** ******* ******* *** *** **** ** ******** ** ********* * ***** ***** ** *** **** *** ** ******** ** ** *** ***** **** * *** **** **** ******** then I'd call and they would put me on hold for over an hour to speak to a manager. I'd email them and I would get the same generic generated email saying to click on the link for the free prepaid return label and yet still nothing. I would call and they would say it's not free. I said I have an email stating it is FREE. They tell me no, then leave me on hold for eternity. This is false advertisement and horrible service. I shouldn't have to pay for something to be returned when they clearly state FREE Return if not satisfied.. PLEASE HELP... This is so not fair)

  Customer response

  02/22/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Yves Saint Laurent America Inc. regarding complaint ID ********.
  
  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. ↩