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L'Oreal International Customer Service Phone, Email, Contacts

L'Oreal International
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1.4 382 Reviews

L'Oreal International Complaints Summary

36 Resolved
346 Unresolved
Our verdict: If considering services from L'Oreal International with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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8:11 pm EDT
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L'Oreal International loreal / lancome malaysia - refuse to make reimbursement for medical prescription promised earlier with unjustifiable reasonings

It is with much agony that I am writing this issue here and to share with all people who may have thought always that Lancome / Loreal is a respectable brand.
This all started with my purchase of Lancome Absolue Precious Cells Eye Serum on 19th April 2014, which caused very bad allergic reaction to my eye areas. Iviewed Lancome as a respectable brand and yet my personal experiences on this account has now put my belief towards this well-known brand in serious suspension.
Since mid April, my encounters with various staff within Lancome / Loreal Malaysia has proved to be unpleasant, from the counter girl in Holiday Plaza Malaysia, Counter Manager, to various office representatives whom I thought to have better ability to handle consumer issues with greater care. All the above people have presented me with a picture what I never expect from a giant FMCG – failure in fulfilling what has been promised.
The worst is a lady from Customer Advisory Department from Loreal Malaysia, who has taken over this issue. I have followed all that she requested from me, done them diligently and yet when it comes to time of settlement, she dishonoured her earlier promise made.
To present you with just a few incidences: In one incidence, as she has claimed, she needed a consent letter from me BEFORE my visit with the dermatologist so that she can contact the doctor for my situation. She insisted on this and even though I was in greatrush and responded that I would surely send her the consent letter immediately after my consultation she was not agreeable to this small request of mine. So as a customer I was made to rush. What is the time difference between sending to her the consent letter before and after a dermatologist appointment, which can be as short as ½ hour apart. A consent letter like this is clearly not a consent letter to be signed before an operation!
Following this, as you can see from email below prepared by herself, she claimed that ‘…will be calling Dr xx for further follow up.’ (Refer to her email dated 11th July below) .The fact is, immediately after my first consultation with the Dr up till 28thAugust, no one from Loreal contacted the dermatologist. I as Lancome customer, however, was made to do various things to fulfill ‘her wants and needs, which include but not limited to asking for doctor medical report and consent letter, rushing from office to clinic during peak hours. She was extremely inflexible and unimaginably un-consumer-oriented.

Her email dated 11th July 2014:

Thanks for sending us your report. Dr. xxx is indeed very kind to not charge you anything for the consultation . We will have a discussion with our own dermatologist and will be calling Dr. xxx for further follow up.

Now when it comes to almost the end of this issue, the lady from Customer Advisory Dept tried to be funny with all her twisted words. She has promised on at least two accounts (refer to her own written email dated 22nd and 23rdJuly below) agreeing to make full reimbursement on my next visit with my dermatologist on prescription. No mentioning of further check with the doctor was stated. Only when I presented her with a bill on 26th August for reimbursement, she then took her on sweet time writting email to Dr xx on 28th August asking for ‘verification’.

Email from the lady from Customer Advisory Dept Malaysia dated 22nd July:

Please send us your receipt of payment after your consultation with Dr. xx and we will proceed with the reimbursement.

Email from the same lady again dated 23rd July

Yes, as a gesture of goodwill, we will reimburse the consultation and prescription costs incurred during your next/third visit to Dr. xxx’s clinic. We note that your appointment will be a few weeks later. Kindly send us the payment receipt after your third appointment with Dr. xx and we will process the reimbursement accordingly.

She as a staff receiving monthly paycheck from Loreal Malaysia needed me as a customer (clearly not paid by Loreal Malaysia in anyways) to send her a reminder asking for status of refunds. She has twisted words here again, as when I wrote email to her on 28th August asking for status of my reimbusement, she replied saying that “…our standard response time is within 2 working days..."

If I were to give her a chase letter after 5 days, perhaps she would present me when her ‘justification’ again saying that ‘….our standard response time is within 5 working days…”

No showing of care on my issue which she has claimed always to be an issue of a priority status. Neither has she done much on this issue. On reflection, it was me, as a customer of Lancome, who has been made running up and down to fulfil her words. Truly unbelievable!

I am shocked to the core that a critical position such as Consumer Advisory is left in the hand of an inexperienced person. She has truly failed in her job, and she is holding a position of managerial level?

Consumer Advisory is not simply about presenting beautiful image, taking pretty pictures with French ambassadors, or doing great PR.

Loreal Malaysia has made me lost total trust in their company. I truly cannot believe that me as the customer was made to ‘fulfil their wishes and wants’ all the times and sometimes even without good justification, run up and down to get all documents that the company wished to see.

I have spent too much time on this issue unnecessarily. Even up to the final moment when I thought I could rest this issue I am now made to believe that I need to continue to work on. This issue is truly amazing in the negative way.

Loreal has this saying “You are Worth it”. I think it IS BETTER PUT THE OTHER WAY ROUND.

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Kuaci
, MY
Dec 31, 2014 3:02 am EST
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The picture is so jialat. Next time try new product on a section of the hand first.

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9:29 am EDT
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L'Oreal International dangerous lid on product

I used the Damage Erasing Balm and like most people I wanted to get all the product out of the top. When I used my figure, the edges on the top were so sharp that I cut my finger and since I'm on blood thinners, my finge bled for hours, even using New Skin to try and stop the bleeding. This is dangerous and should be fixed!

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monikajindal
, IN
Nov 03, 2016 3:11 am EDT

loreal is a very bad company and have done same with me in hair fall shampoo. don't use its products

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6:22 am EST
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L'Oreal International bought loreal glam shine lip and products texture was off, not even sticking to applicator.

My partner bought me some loreal beauty products as a birthday present in our local pharmacy, The lip shine as mentioned above is not the right texture, when i opened it and pulled out the applicator the product was not not coming out on it as it should, the texture was not as it should be, upon further inspection of the container i noticed places inside where the lip shine doesnt cover in all of the bottle, i really love loreal products and buy it as a treat for myself so i was very disappointed with this products, especially as it was a birthday present.

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willa stinson
Memphis, US
Sep 18, 2012 10:46 am EDT
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hi, I bought revitalift double lifting the white and red came out at first then just the white. i don't think its empty just " plugged" so it does not work properly. code
20J100. i would like coupon for new one.
willa stinson [protected]
willa.stinson@yahoo.com
usa

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HollyW1950
Macclesfield, GB
Jan 04, 2012 10:46 am EST

I believe that Eva Longoria should still be the face of Millions Lashes Mascara as she was a much better person then J-Lo i have stopped buying your product since you used her as it just doesnt appeal to me? Doesnt even look good on J-Lo as she just doesn't work it like Eva Longoria did. I will not buy your product again till you change it back!

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dorothy c scalzo
,
Sep 22, 2008 11:28 am EDT

Lip gloss was supposed to last 6 hours does not stay on i let it dry as per instructions does not stay on . I purchased three tubes at $8.79 each at wegmans store in Johnson city new york 9/7/08 please advise what action i can take dorothy scalzo - 1520 farm to market rd- endwell, ny [protected].

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yuktika
, IN
Jan 09, 2013 11:03 am EST

my face got blackened after using a facewash of loreal
plz contact me asap for the compensation which I now demand :)
[protected]

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Nantha
, IN
Oct 10, 2012 3:25 am EDT

LOREAL KAJAL PENCIL CREATED IRRITATION IN EYES AND WATERING IN EYES UNTIL KAJAL WAS RUBED OFF THIS HAPPENED AFTER 10MINUTES OF USAGE, IT COSTS RS.350 PLEASE HELP ME GET MY MONEY BACK.

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Logical Sense
San Antonio, US
Sep 18, 2012 11:44 am EDT

Try emailing the company from their website, no one on the complaint board will give you a coupon.

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Magda1
, NO
Mar 14, 2009 10:17 pm EDT

Hei,

I have used Elvital shampoo with ages... but I changed in Elvital Royal. It SUCK. It stick on my scalp, it is like a glue, and I cant remove it. Can you please give me advise, it each.. it like a have a gum on my skalp, another shampoo cant wash it away :(:(:(:( Im desperate and very disappointed...

Magdalena

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JANE BALFOUR
,
Nov 09, 2008 12:23 pm EST

WHY HAVE YOU PUT AN UNEVEN BRUSH IN YOUR FRENCH WHITE NAIL POLISH?IT IS VERY HARD TO USE AS SO I HAD TO TAKE AN OLD BRUSH IN ORDER TO USE IT, IT IS NOT VERY WHITE COMPARED TO SALLEY HANSEN NO CHIP! WHAT UP WITH THIS?
THANKS JANE

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12:25 pm EST
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L'Oreal International misleading packaging

I purchased L'oreal Feria Violet Vendetta hair dye yesterday, enticed by the truly purple hair of both the model on the box and the swatches of predicted colour for different starting hair colours. I followed the directions precisely with a timer set to ensure I didn't keep the dye on for longer than the specified 35 mins. Having completely rinsed my hair out I am left with a colour that is anything but purple looking more like burgundy than anything. I have checked the contents of the box and they are all labelled to belong to the Violent Vendetta shade and no other.
I am unable to find a way to complain to L'oreal either by phone or e-mail so I feel that by registering my concerns here at least someone may actually save themselves £6.59 as the colour on the box in no way represents the final result.

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12:47 pm EST
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L'Oreal International not impressed at all with this new product. if it's not broke, don't try to fix it

I always use & Love Loreal Pro vive shampoo & conditioner. I love the way it makes my hair soft and silky and love the scent too. When you came out with the new Advanced color vibrancy line, I bought some but I have to say, I hate this new product. After I washed my hair with it, I could barley put a comb through my hair, run my fingers through my hair, and the scent is not as pleasant . I am very disappointed in this "new" product, and now I will have to find a new product as I will not continue to purchase this product anymore. If it is not broke, don't fix it!
Disappointed customer,
Lisa C.

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10:46 pm EDT
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L'Oreal International loreal

The complaint is against the retailer named Watson. My mom buy the Loreal hair coloring product, when go back home and open it, we realize that there are only 3 products inside the box, suppose got 4 product..My mom can't dye her hair and we do nothing as the bill was thrown away.Hope you concern about this problem.Thank you

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sajit88
, MY
Sep 08, 2012 11:18 pm EDT
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thanks

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1:30 pm EDT
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L'Oreal International loreal duplicate products

Dont buy any product of loreal and matrix from (Chet ram telu ram lower bazar shimla) they are selling a whole duplicate range of it, if dont believe ask for a bill they will not provide.

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Update by abhi@
Sep 04, 2012 1:32 pm EDT

Very true, they are selling these products in a very huge quantity

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4:34 pm EDT
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L'Oreal International uperior preference hair color, 4r dark auburn

I have never in my life had such a messy experience with hair color. For $8, I expected a much better quality product, one that would at least stay on my hair - the product was runny and extremely difficult to apply. Despite my being extremely careful, it dripped everywhere, staining various spots in my bathroom. Once I'd finished the application, the hair color proceeded to RUN down the back of my neck! And it was all for naught - you can't even see the color in my hair (which, before dyeing was a medium brown and now, after dyeing is STILL a medium brown). This product is not worth the $8 I spent on it - next time, I'll just stick with my usual $3 box of hair dye (from Revlon) as it is a FAR BETTER product - "Superior Preference" is a misnomer, as there is nothing superior about this hair color. Now all I have to show for this horrible purchase is brown hair (instead of red, as it should be), a bathroom covered in red spots and a red streak down the back of my neck.

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Liz Contesti
Hamilton, CA
Jan 30, 2011 4:49 pm EST

Purchased the one sweep eyeshadow and was not at all satisfied with this product does not do what it claims to do had to use my own brushes to fix. I purchased it at Shoppers Drug Mart went for a refund and they said I had to contact the company. Would appreciate hearing from you would like to get some kind of refund for this. Thank you Liz Contesti

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Ms. Amused
xBehindYoux, US
Feb 02, 2011 6:00 am EST

Uh, I think you answered your own question. Contact the company. The drugstore can't resell your icky used eyeshadow. L'oreal will probably give you a coupon.

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1:52 pm EDT
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L'Oreal International elling duplicate products

This complaint against the retailer named (Lal & co mall road shimla), this whole shop is filled with duplicate products of matrix, garnier loreal. I only use the loreal professional shampoo and used to buy it from beauty salons in shimla but once I purchased it from this shop, I got a serious hair problem and got rashes in my skin. The fragrance and colour of the shampoo was totally different from the original one. I went to that shop regarding this complaint and ask for the bill, they told me to get out of the shop and said that my son is advocate and you cant do anything. Its a humble request to loreal india pvt ltd to take some action against this shop and should protect there brand value.

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Update by abhi@
Aug 18, 2012 1:55 pm EDT

The same has happen to me when i have purchased a matrix biolage shampoo it was also duplicate.

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oshin
, LK
May 15, 2017 10:59 pm EDT

which is the original contry made by this products? there are so many brands in made in by different different countries
thanks

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Drishti p
, US
Apr 10, 2017 2:05 pm EDT
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I ordered loreal straightening chemical and neutraliser for straightening hair but it didnt work. Please help how to recognise original and duplicate products

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nehacute
, US
Mar 24, 2014 5:48 am EDT

How to find out duplicate loreal products? These days its been a great issue!

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10:48 am EDT
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L'Oreal International customer relations

Service is terrible! The women who works is mean to customer and always has an attitude problem. The should fine nice and humble worker that make costumers feel welcome..

She is huge she blocks the hallway with her flabby #...

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3:24 am EDT
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L'Oreal International allergic reaction - missed 2 days work

I purchased & wore l'oreal's "carbon black lineur intense" 'brush tip liquid eyeliner' on a saturday night. The eye-liner looked great for the night, then I went home, took off my make-up and went to bed. Well all day sunday, monday and tuesday my eyelids were soo swollen I could barely see. It cost me 2 days of work, at $260 per day. Like l'oreal is going to compensate me voluntarily! Maybe if I sued them, or started a class action suit, but they won't help the little working gal, or even say sorry.

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krupa dalal
, IN
Jan 12, 2015 11:29 pm EST

I bought a product of l'oreal which is newly introduced white perfect day cream
But it turned out to be disastrous. My skin has got all rashes and acne. Kindly compensate for the same.

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XenoMiang
Dallas, US
Jun 13, 2012 6:07 am EDT

Generally if you try a new makeup product, regardless if you've used something by them before, companies encourage you to do an allergy test in an inconspicuous part of your body. I know, I don't do it either, but L'Oreal isn't going to take fault because you were allergic to their product.

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5:17 am EDT
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L'Oreal International overated, crappy results

preference hair dye product was overrated and did not perform as advertised. dye was purchased from a Giant Food store. It did not cover the gray as promised and washed out very quickly, even when using advise in the directions. My name is tony Cannon 331 Wilson Street, Middletown, Pa. phone number [protected]. Email [protected]@Verizon.net. I have made an effort to contact L'oreal for days and all I've gotten is a busy signal at number given by their operator of [protected]. I read about their lack of concern . but now I know it is true.

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SKOR
Toronto, CA
May 07, 2012 7:54 am EDT
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That's not the number for L'Oreal customer service: http://bit.ly/5FVgfT
For haircolour, it is [protected]
You can also email/chat with them on their website: http://bit.ly/JY23uq

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6:21 am EST
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L'Oreal International eye twitching

Purchased this product in January 2012 because I ran out of my regular night cream. After two weeks of using it I began to have severe twitching on the right side under my eye. I stopped using the product, returned it to the store I purchased it at & the twitching has stopped. Don't buy this product.

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L'Oreal International hair products spoiled my hair

Hi,
I got a loreal straightening treatment done fro lemon salon in mumbai. The treatment cost me inr 10, 000. After the treatment I found out that my long hair was ruined. The ends were badly burnt. Either the products used were bad or it was not done properly by the salon staff. The reason could be lack of training. The owner returned the money however did not compensate for the damage. My hair is so bad that it shattered my confidence level. I was upset and stressed. I had to spend much more to get my hair fixed, also a lot of my time was wasted. If it wasnt the fault of the product its totaly the salon's fault.in that case I would request the company ie. Loreal india to take immediate action and dissociate with the salon because it might affect the company's reputation. I use other loreal products but never had any complains. I use keratase products and im happy with them.
Something should be done about this.
Following are the details of the salon:
Mr faisal deshmukh, ms nirmala pathak+ (91)- (22)-[protected]+ (91)-[protected], [protected]www.lemonsalon.com shop no 17, meera towers, oshiwara police station, new link road, oshiwara, mumbai - 400102

Thanks shriya
[protected]
Mumbai

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Martha Herwald
, US
Apr 04, 2016 2:04 pm EDT
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I am 80 years old and had my hair colored with Loreal Excellence crème hair color Medium ash blond 71/2A . It turned my hair a dark brown. I have always used LOREAL hair color and this is my first complaint. How am I going to get this dark color out of my hair? Any advise will be greatly appreciated.
Thank you,
Martha Herwald
2314 Sandy Lane, Bryan, Texas 77801
meherwald@hotmail.com
[protected]

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kirtikapoor
, IN
Jul 01, 2013 9:57 am EDT

i have done straightening from Loreal Enrich Lokhandwala Mumbai, It spoiled my hair badly.extreme hairfall.seems ill get bald v soon or else take a short hair cut

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jessmoore
New York, US
Jan 10, 2012 11:57 am EST
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you should not have done hair straighttening in mumbai)))
I had some issues with loreal too
they always advertise pretty but in reality the shampoo is same as any cheap one

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10:19 pm EST
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L'Oreal International poor item and service from company

towards the end of November i bought Studio Secrets Professional Smoothing Foundation by Loreal form Boots in Cardiff.
after sitting with a consultant in the store, she advised i go with Studio Secrets Professional Smoothing Foundation, I wear minimal foundation when i went to apply my foundation the week of Christmas it was all gone! i wear my foundation twice a week.
so after 2 applications a week, for 4-5 weeks its all gone! i paid £16 for the foundation.
i contacted Loreal 3 times with no success...
Am so frustrated by this.

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9:57 pm EST

L'Oreal International dissapointed...

Today I purchased a box of the L'Oreal Paris Feria Multifaceted Shimmering Color M32 Violet Soft Black Midnight Star. I loved the color on the box and it showed that it would color even the darkest natural color. I have medium to dark brown hair with gray at my temples. I have been coloring my hair at home since I was a teen, I am now 46, so I am pretty good at it. I have yet to have a color that didn't turn out as shown on the box. I wanted a purple black...I got burgandy brown. Not a bad color. I like it. Well I would since this USED to be the color I always used before. But I didn't pay for Burgandy Brown. I paid for a purple/violet black color. I followed the instructions as I normally do. I used the conditioner as your suppose to. I did notice after the application and before the rinse that the color was more Burgandy then I thought it should be. But since I haven't used this color before, I didn't know what to expect.

I have thrown away the box and the bottles - did that before I rinsed and wasn't about go dumpster digging to get them out to look at the lot number on the box. So I am at a loss to explain or understand why the color on the box did not end up on my hair. The box was sealed, so I don't think there was any tampering at the store. I will admit that I did not look at the color on the bottle before I added it to the activating solution. I never do. I trust that the color on the box is the color I will get.

There is really nothing that can be done to fix it. What's done is done. The color will fade in a few weeks and I will try again. I color my hair about every 8 weeks or so. I will make sure that when I buy the next box I will check to be sure that the bottle in the box is the correct one for the color. And of course I will keep the box until after my hair is dried...just in case. I just wanted L'Oreal to be aware that the color that I ended up with was not the color that was shown on the box. I did notice on your website that several people were commenting on the same thing under your reviews section. It seems that I am not the only person who has had issues with the color not being correct. It seems that there are others out there who expected Purple Black and got Burgandy Brown.

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Susan Schrader
st catharines, CA
Oct 14, 2010 6:19 pm EDT

this is the third time this year that i have purchased a blonde hair colour and it has turned out to be RED

i am 60 yrs old and gray haired, so the blondes should and have in the past covered beautifully i have used your product for the last 10 years, why now

perhaps if you packaged it so that it can't be tampered with

being red is not my style and i can not change it for 3 weeks because i have very find hair

pls try and improve

thank you

susan schrader

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L'Oreal International nail polish

Today (04/12/11) I was in the Boots store on Albion street purchasing numerous Loreal products. When choosing a nail polish, I picked the desired colour out of the stand. The outer lid came detached from the inner black lid; this caused the bottle to fall and smash, splattering the gold nail polish over my shoes and jeans. I rubbed it immediately and it did not come off. The assistant in the store was very concerned and apologetic but was more concerned that I could have been cut by the glass. For the rest of the day I was in a mess. I would like monetary compensation for this problem.

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SandraInBKK
, TH
Sep 03, 2013 1:09 am EDT

The Loreal true match plastic container is a flawed design. The container lids, which are two sided break way before the product runs out. Sometimes it breaks within 2 weeks. I purchased it at a Loreal cosmetic counter. This has happened at least 3x and I won't be buying it anymore, not because the product is bad but because the case is flawed.

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L'Oreal International no replies, dont care about young consumers.

2 Short complaints. Firstly, I do not appreciate L'Oreal as a company any longer. While I was doing a project for high school, I had made a trip to L'Oreal's building in Etobicoke to ask for samples of ANY of their products or coupons, anything I could use, etc. After commuting there, told the secretary very nicely my situation and asked her kindly if she had anything I could use or bring in, and I received a "no". JUST a flat out "no". I was caught off guard and shocked that that was all the information she could give me, so I asked again, "there is nothing at all you could give me or do you know of anywhere I could possibly get information and any samples or coupons?", and this time I got a "no sorry". At least it was better than the first response. So I took about emailing L'Oreal, and I sent this email to a bunch of different emails because I did not know which one was appropriate to send to. I typed up a long formal letter, wasted an hour of my time, sent it and my project (which was 50 pages long), to L'Oreal, hoping they would AT LEAST respond. And no response, ever. I actually went about sending the letter again and no reply, once again. So overall, clearly L'Oreal does not care about their young consumers, and I lost interest in doing a project about them, and happily never will again.

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L'Oreal International defective product

I have been using your products for some time and the last one I purchased was not only expensive it didn't work like before. I purchased "Perfect Blondissima Creme, and Light Blonde Excellence Creme was substandard. After 6 hours of leaving in the bleaching product and then another 40 mins. of leaving in the colour my hair was totally uneven in colour.

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1:50 pm EDT

L'Oreal International toxic mascara

After the first time I had used a Loreal Longitude mascara and wanted to take it off with water it felt like someone had poured acid into my eyes that became instantly dark red. In the following hours my whole face got extremely swollen and over a few days I developed ezcema over a large part of my body. It took me 1.5 years to come back to how I was before using the mascara. I contacted Loreal who claims that everyobody can feel safe using their products. Do you agree?

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Contact L'Oreal International customer service

Phone numbers

+33 147 567 000 +1 (212) 818-1500 More phone numbers

Website

www.loreal.com

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