Le Labo FragrancesReviews of lelabofragrances.com

Dear Le Labo Customer Management Team, I am writing to formally express my deep disappointment and frustration regarding the handling of my recent order placed on March 12th. I purchased a bottle of perfume for $1,125 as a significant birthday gift for my wife. When the package arrived on March 18th, it was immediately clear that the product was defective; the bottle was leaking, the label was stained, and the scent was permeating through the shipping box. I contacted your team that same day to report the damage. It took nine days for a representative to respond (March 27th), at which point I was asked for photos and offered a return label. Because your response was so delayed, it was impossible to arrange a replacement in time for my wife's birthday on March 28th. Despite providing the requested photos and explaining the situation on March 29th, I have received no further communication for nearly a month. When spending over $1,000 on a luxury fragrance, one expects a premium experience. Instead, I have been met with: Poor Quality Control: Receiving a damaged and leaking product. Negligent Communication: Unacceptable delays in response times. Total Lack of Resolution: No acknowledgment of the ruined gift or a plan to rectify the situation. At this stage, I am disgusted by the lack of care shown toward a loyal customer. Please advise immediately on how you intend to resolve this—either through an expedited replacement with significant compensation for the delay, or a full refund. I look forward to hearing from a manager within 24 hours.

Awful service for a ‘luxury’ brand! I ordered a sample perfume to try before purchasing a full bottle and when at the checkout, there one choice of courier which was DHL. The order came to £12 which included delivery. I was told my order was due to be delivered 3 days after ordering. I was given a tracking number for DHL but sadly my order never turned up and kept showing as being returned to the courier’s depot despite ZERO attempts at delivery? The tracking number was then suddenly shown to be invalid with no other updates sent to me about the whereabouts of my order. DHL’s automated customer service was very unhelpful. After 2 weeks of waiting, I emailed Le Labo to explain the situation and requested a refund. I was assured it was being looked into, and I suggested they perhaps look into offering customers more than one courier option at checkout in the UK. I was told it would take 5-7 days for the money to return to my account and how I’d be also notified at this time. It has now been 2 weeks and I’ve had no notification or refund. I’ve disputed the charges with my bank and had the money back within 10 minutes from them, rather than Le Labo directly. Considering this is a luxury brand, their service is far from it. Regardless of how nice their perfumes may smell, I have been put off ordering from them again. Hopefully they can make improvements in their UK courier choices and customer service, as despite £12 not being a huge amount to pay, it’s the principle that counts and regardless of the price I would still expect to receive the product I purchased/a refund when promised.

J'ai commandé un produit. Jai été très rapidement prélevée. Je n'ai jamais reçu le produit. Je n'arrive à joindre personne. J'ai envoyé plusieurs mails, laissé plusieurs messages vocaux. Rien. Les frais de port sont exorbitants - 10€ - mais en plus on ne reçoit pas le produit. Injoignables. Cest scandaleux

Received the wrong product and it arrived broken. I contacted Le Labo’s concierge multiple times and never received a response. Very disappointing experience, especially for a luxury brand. Poor quality control and even worse customer service.

Bought a $340 (yep, not a typo) bottle for my wife because she was using a sampler. She wanted to return for another fragrance from Le Labo. I got this nice response from their "concierge" after a week.. Due to the fresh blending and hand compounding of our eau de parfum, all sales made at Le Labo are final. Once our creations leave our labs they are not able to be restocked to be resold. This keeps us true to our commitment to sustainability and ensures our creations are not wasted. The box was not even opened. Ridiculous.

I had a very disappointing experience with Le Labo, unfortunately surrounding what was meant to be a Christmas gift for my wife. I purchased the Discovery Set gift box, and when my wife opened it on Christmas, the box was completely empty. For a premium brand, this was shocking and hugely disappointing—especially given the moment and expectations around a gift from Le Labo. I contacted customer service immediately to report the issue and request a replacement. Despite multiple attempts, I received no meaningful response, and no replacement box was ever sent. Being left without a resolution made an already embarrassing situation even worse. Mistakes can happen, but what matters is how they’re handled. The lack of responsiveness and follow through from customer service has seriously impacted my perception of the brand. For the price point and reputation Le Labo holds, I expected far better. I hope this review encourages improved quality control and customer support going forward.

First, let me say that I am huge fan of their fragrances. I believe in them so much I have purchased over $4000 of products over the past year, most of the cost from their Santal 26 Diffusers – 4 to be exact. First issue, the diffusers: Two of them work great. The third diffuser was sent back under warranty after the first fill because it was making a grinding sound when turned on. Created video proof and a TON of information. It took them weeks to send it back and it came back in this raggedy box with their standard black duct tape, NOT in the nice box that it came in. I sent the defective unit in its original box. It worked fine and just today started to make the same noise AGAIN! I asked why they would not send me a new unit given the price and that it was brand new. KAREN, lol, said they reserved the right to fix the unit first?! The unit is making the SAME noise as before and needs to go back AGAIN! The fourth unit arrived in a warped box that was clearly left out in the rain at some point in transit. It didn’t produce any scent right out of the box because the rubber hole the bulb went into was too loose to make a tight connection. It was the first fill! I sent it back along with the video of proof, the model number, order number, receipt, etc. This was on November 5th, with proof of delivery from shipping label they provided. I have gotten ZERO updates or response after 5 emails! Also, this unit came with the wrapped cord OUTSIDE of the opening whereas the others came with the cord concealed. Was I sold a refurbished unit!? $535!! At those price points, everything should work perfectly! Second issue, I ordered two bottles of their lotion for Christmas presents and the pump on one of them doesn’t work. I sent in another email to concierge@ and NO response again. 24-48 hours to respond?! I am at 8 weeks on the diffusers and a week now for the pump! Third issue, I was given a bottle of their Cedrat37, a Berlin City Exclusive, as a gift. It is my signature scent and the reason why I fell in love with Le Labo. I was preparing to send it in for a refill and it slipped out of my hands onto the bathroom tile and smashed. I did a WhatsApp to the Berlin store to see if they could assist. They don’t ship overseas! I can’t even get it refilled now because they require an intact bottle and only sell it once a year! Le Labo, can you please respond to my emails? I just want two working diffusers, a new pump for a brand-new bottle of lotion and the ability to purchase a FULL-PRICED refill for a scent you can only get in Berlin, Germany or with an intact bottle! Sincerely, a very LOYAL but frustrated customer.

Really unhelpful staff