Le Labo FragrancesReviews of lelabofragrances.com

“I ordered Santal 33 but received the wrong fragrance (Thé Matcha 26). It took several days and multiple emails to get a real response, as I only received automated replies at first, which is frustrating for a $240 order. The issue is still being resolved, and although a replacement has been sent, I now have to go out of my way to a UPS store to return their mistake. For a luxury brand, I expected a much smoother and faster customer service experience. “This situation is still ongoing. Although I was told on April 30 that a replacement was being sent, it is not expected to arrive until May 5. This means it has taken almost three weeks to resolve an issue that was not my fault. This delay is unacceptable for a luxury brand, and I have consistently had smoother and more efficient service from far less expensive brands.” “Update: I have now received the replacement. However, I was not initially provided with a return label for the incorrect item. I had to call customer service to resolve this, and they are now sending the prepaid return label by email, which I have to print myself. While I appreciate that the issue is being addressed, the process has required multiple follow-ups and unnecessary inconvenience for an error on the company’s side, which should have been handled more efficiently from the beginning. Additionally, I have not been proactively contacted at any point regarding this issue, which is disappointing for a luxury brand.”

Love the hinoki products - a wonderful evocation of Japan. However why dont they have the shampoo, conditioner and shower gel in pumps to make use in the shower easier and also offer large refill bottles. They do this for the hand wash. Also the conditioner is too thick and very difficult to squeeze out of thebottles.

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

I don’t usually leave reviews, but I had to for this. The Le Labo team gave me such a great experience. Karen was seriously amazing. She helped me track down my package and kept me in the loop the whole time. What could’ve been stressful ended up being super easy because of her. It’s little things like this that make me love the brand even more. Their customer service actually matches how good their products are, which isn’t always the case. I’m still obsessed with The Matcha. it’s my favorite scent ever. This whole experience just made me even more loyal. Definitely recommend!

Received a broken sample from the discovery set and have been waiting over 2 weeks for a response from the emails I have sent. I am surprised that they didn't seem to take customer service more serious as I was purchasing the samples to eventually get a full size. Makes me not want to purchase online. UPDATE - Rep got back to me and fixed the issue promptly. I am satisfied with my communication with the company and look forward to purchasing in the future

I had an issue with my online order, where I received my items damaged. I contacted customer service and they were able to resolve the issue for me quickly.