Poor
Based on 113 reviews
Le Labo Fragrances2.7Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Le Labo Fragrances was born in Grasse and raised in New York, the city where they opened their first boutique in 2006. The boutique was named Le Labo ("The Lab" in French), going back to the roots of perfumery and allowing clients to witness their fragrance being freshly hand-blended. Today, that same simple intention remains... clients are invited to forge an intimate connection with fragrance itself, to experience the craft of slow perfumery, and to simply slow down and awaken their senses.
Le Labo Fragrances (lelabofragrances.com) has 113 customer reviews on Folks Told, with an average rating of 2.7 out of 5.
113 approved reviews, newest moderated first
Amalie K.
Ordered a sample pack and unfortunately one of the samples had leaked in the box. After writing to customer service (had to do it twice, they’re a bit slow with replying) they apologized and sent a completely new box. I think that’s great customer service!
Sophia A.
It’s not an airport, but I’m announcing my departure! I’m seriously leaving this what used to be favorite retailer. Thousands of $$ were spent at this store but it’s time for a change. I’ve been getting and giving dozens of gift cards from/to friends and family from le labo every year( I have almost the whole collection) and as always I’d go to redeem it for a 100ml bottle of perfume. We would get each full size of perfume price including taxes and so the gift card recipient will be covered for a full purchase. It would be itemized gift not the money value. So this year I went to redeem my gift card and they were out of large bottles.ouch..ok no problem I asked sales representative since I moved and I can’t come to the store located at the Grove that often if I can get 2 smaller bottles (50ml each) and pay the difference for the empty bottles. Their representatives told me that your gift is itemized gift meaning you can’t just get 2 smaller bottles. It has to be one 100ml! Ok fine when do you get your empty large bottles I asked. They said we don’t know. Ok 6 months later I’m back to the store with my gift card and associate looks at it and tell me that the amount isn’t enough to cover 100ml? I politely asked him why? He said few months ago company raised their prices so you’d have to pay the difference which is about 20%. So why on earth I’d go and pay extra for my gift when it was already prepaid including taxes and all fees! Weird! I tried to compact le labo customer support and their real response was that their gift cards are NOT itemized gifts. LOL is it joke? Why then 6 months ago I wasn’t allowed to use “money value” to purchase something else when they were out of specific bottles? I’m very disappointed and disgusted to be honest with you. I will not be supporting this business anymore in any ways I can possibly do. There are plenty of amazing retailers that will value your hard earned money. I will stay with Mason Kurkidjan and enjoy their beautiful products!
La M.
I made a purchase of a sample bottle of Santal 33, the tiny glass bottle was thrown into an envelope and mailed without protection, needless to say it arrived 100% crushed, soaked envelope. I e-mailed customer service 18 times, every e-mail to concierge at lelabofrangrancescom bounces as undeliverable, so I used the contact form in their website, twice. Never received a reply, my money was STOLEN by this company, getting ready to dispute the charge with my bank now, a nightmare, do not purchase from them.
paulni384
I ordered four sample bottles of scent. When they arrived, the spray mechanism on two did not work. I send two complaint emails and have not even received an acknowledgment. Absolutely appalling customer service.
Rachel C.
REGARDING UK ONLINE ORDERING Absolutely appalling customer service All the Le Labo stores direct you to the "online team" phone number which rings once and hangs up There is a contact email which I have received no response from I ordered perfume for my wedding - the website says they ship within 2 days but this has elapsed and I have no perfume I love the smell of Le Labo. For any customer service this is awful. But for the price point its inexcusable. AVOID THEIR ONLINE SHOP UK CUSTOMERS.
LRose
I ordered a relatively small size bottle of Santal 33 after all the hype. I wish I'd ordered a sample instead. The first day I thought it made me smell like celery salt. The second day, I detected cucumbers. Now I realize I spent nearly a hundred dollars to smell like pickles. Their website says they won't accept a return, but I did send an email to the company. I haven't received a reply yet.
José Pedro Fazenda M.
Watch out with this website. They announce as available products they do not stock. Ordered a mini travel kit vetiver marked as available on June 21, my order was cancelled some time after and still waiting today, 4 July, for the reimbursement. Poor service
Empty B.
The customer service complaints are spot on. I ordered a discovery set to find the fragrance that worked for me. The box arrived empty. After making many attempts to contact them I realized they have no interest in resolving this issue. I don’t care I they are better in stores, they will NEVER get my money again.
