L'Oreal International
Reviews and Complaints

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.

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!

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.

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.

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.

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

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.

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.

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.

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 #...

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.

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.

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

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.

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.

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.

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.

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.

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?