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Business Profile

Cosmetic Manufacturers

L'Oreal USA

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetic Manufacturers.

Complaints

This profile includes complaints for L'Oreal USA's headquarters and its corporate-owned locations. To view all corporate locations, see

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L'Oreal USA has 30 locations, listed below.

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    Customer Complaints Summary

    • 256 total complaints in the last 3 years.
    • 96 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Returned two skin care products to *******-*****, owned by Loreal ***, the end of January. I contacted *******-***** ***************) on February 17, 2025 because I had not received the refund. *******-***** stated that it takes 30 days to process and refund. I agreed and called back on March 31, ******************************************* my account within 7 to 10 days. On April 14, 2025 I still had not received my refund of $70.50 and the representative from *** told me that it had been processed but could not go into my ****** account for some reason and they would send me a paper check. *** stated at that time that it would take 3 to 4 weeks to process. I have been waiting on this refund for now 2-1/2 months and still nothing. They have my email account and should not have any problem putting the money back into my ****** account. Can you please help? Thank you.

      Business Response

      Date: 04/29/2025

      Please be advised that this consumer case has be resolved and was refunded

    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased on Mar 16, 2025 and my order number is ************, I purchased 3 quantity of sunscreen (Physical Fusion UV Defense SPF 50) and skinceuticals only refund me 1 bottles money.

      Business Response

      Date: 04/17/2025

      consumer was compensated for all three products 

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been buying ******* hair dye for many years now but I have had to complain so many times because the gloves are constantly ripping and I have to throw the hair dye away because I cannot apply it. This seems to happen more often than not and they really need to step up to the plate and fix the problem. I've been using ******* 6RB.

      Business Response

      Date: 04/15/2025

      Please be advised the consumer was issued a refund for the amount of the product and sent a coupon for the next purchase. We apologize for any inconvenience.

    • Initial Complaint

      Date:04/14/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of the transaction: April 2, 2025 Amount paid: $168.01 (paid via **** credit card)What was promised: One bottle of SkinCeuticals Triple Lipid Restore 2:4:2 (48ml) was to be delivered to my address at *************************************************Nature of the dispute:The package was marked as delivered by *** (tracking number: ******************), but I never received it. There was no package at the door, no delivery photo, and no signature. *** was unable to provide any delivery confirmation or location proof. This is a non-delivery issue, not a return or change-of-mind situation.Businesss response (or lack thereof):I contacted SkinCeuticals customer service multiple times via their official email *********************************** and website contact form. I received no reply to any of my messages. The business has not made any attempt to resolve this issue, and I have been left without the product or a refund.I am requesting a full refund of $168.01 due to non-delivery and lack of customer service response.

      Business Response

      Date: 04/16/2025

      Please be advised that consumer was compensated 

    • Initial Complaint

      Date:04/04/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an online order with Skinceuticals on 3/12. My Amex was charged in full. The shipment was never received. The *** shipping status only said a label was created, but the package was never shipped. I have since contacted Skinceuticals 12 times asking for my replacement order to ship, which they charged me for, and they keep giving me a robotic reply that they have escalated this and I need to wait. Weeks have gone by and they wont tell me when my replacement order will ship. I get the same robotic reply when I call them. I have requested to speak to a supervisor 6 times and they said someone would call but no one does. They kept my money, wont ship my order, and only tell me to keep waiting. My order number is ************. Thank you!

      Business Response

      Date: 04/18/2025

      Please be advised that a replacement was issued and delivered (4/11/2025) to the consumer. We apologize for any inconvenience.

      Customer Answer

      Date: 04/21/2025

      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

      Date:04/04/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased fragrances my package was stolen from the front door I contacted and place a claim and they said *** is the responsible party for the loss I contacted them as well and their response was that they made an investigation and closed the claim per Lancme information

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried contacting IT cosmetics regarding their celebration foundation that I bought at *******. I asked them to look at the pictures I sent them to help me determine if the product was fake. The picture included the batch number as well. They refused to look at the pictures or look up the batch number to determine if it was fake or not. *** did they care that ******* might be selling fake products to their customers. Clearly they don't care about their customers. I have been a long time customer of ********************** and I'm extremely disappointed in how they have treated me.

      Business Response

      Date: 04/11/2025

      The consumer was compensated for the product 

      Customer Answer

      Date: 04/14/2025

      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

      Date:03/31/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Lancme ********************************* (shade 105W) and noticed that the product had a sticker label showing an expiration date of 08/2025. However, the original expiration date printed directly on the bottle was 08/2024a full year earlier.This strongly suggests that the expiration date was arbitrarily extended with a sticker, without any explanation, disclosure, or documentation. The original date was not crossed out or labeled as incorrectit was simply covered by a new label, giving the appearance of a fresh product.When I contacted Lancme customer service, they insisted that the sticker date was the correct one. I asked for official documentation confirming that the original printed date was a mistake made by the manufacturer, but they were unable to provide any. This lack of transparency is extremely concerning, especially for a product that is applied directly to the ******* make matters worse, during the first interaction, customer service told me I would need to return the product and pay $5 for shipping in order to get a refundonly offering to waive the fee after I complained. Even now, they continue to require a return, despite the fact that the issue stems from potentially misleading relabeling, not a customer error.This experience has led me to believe that the brand may be engaging in non-disclosure and potentially deceptive sales practices, especially since Ive seen similar reports from other customers who received the same product and shade with questionable labeling.I am requesting:A full refund without requiring a return,A formal apology for the misleading handling of the product and poor customer care,And appropriate compensation for the time, effort, and loss of trust caused by this experience.

      Business Response

      Date: 04/16/2025

      Please be advised the consumer was issued a refund for the amount disputed and a replacement. We apologize for any inconveience. 

    • Initial Complaint

      Date:03/28/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have over 815 rewards points and attempted to redeem 400 of them for a travel size product for an upcoming vacation. My points were removed from the reqard point total leaving ************************************************************************************* saying the points were returned and there was no issue and I only have 415 points. If you go to their website and just add numbers together using the most basic math- you can see I had 815 ACCORDING TO THEIR RECORDS- and I never got my points or products. I provided them screenshots and an actual calculator b/c their math is SO WRONG. They stole ********************************************** stating it never happened.

      Business Response

      Date: 04/11/2025

      Please be advised the consumer was issued her points back for the amount disputed. We apologize for any inconvenience.

    • Initial Complaint

      Date:03/25/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      3/19/2025 $26.50 PLUS TX BUSSINESS DID NOT PROVIDE NOTHING. THE BUSSINESS SENT AN EXPIRED PRODUCT AND WOULD NOT REPLACE THE ***** I BOUGHT THE **** DURING A PROMOTION AND THE COMPANY WOULD NOT HONOR PROMOTIONAL PRICE.

      Business Response

      Date: 03/25/2025

      Unable to replace for desired settlement 

      crediting her account for 28.80

      Customer Answer

      Date: 04/03/2025

      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,

      ******** 




       


    L'Oreal USA is NOT a BBB Accredited Business.

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