Le Labo FragrancesReviews of lelabofragrances.com

3 Échantillons commandés le 02 février avec envoi par Colissimo. Ma commande est bloquée depuis le 5 février et aucune progression depuis. J'ai contacté le service client Le Labo car il doit entreprendre la démarche de contacter La Poste car le colis n’a toujours pas bougé depuis plus de 7 jours ouvrés, ce qui constitue un retard anormal. Il doit mener une enquête officielle auprès de La Poste et de me tenir informée. Mais le service client ne me répond pas. Si le colis est déclaré perdu, je demande un renvoi ou un remboursement intégral. Mise à jour : Le service client a remédié au problème après plusieurs mails et l'avis. À noter que les produits sont de qualité. Merci.

Realmente tuve una experiencia maravillosa. Supieron resolver cualquier inconveniente y se notaba la importancia sobre un cliente satisfecho. Les agradezco mucho la atención. Atentamente hacia el conserje, Juan, por la comprensión y la respuesta inmediata.

I'm writing about customer service in Antwerp. I asked them to resend an item that I thought was missing (which I later found). They immediately resent it, adding many testers. The scents are lovely, and the customer service is fantastic.

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.

Have previously ordered Le Labo from John Lewis stores in the UK and have liked the products very much. This time I ordered from Le Labo direct for my husband's Christmas present. Received yesterday - completely wrong items sent. I reached out by email to politely request they send what I ordered but auto response said I would have to to wait for their 'concierge' service between 24-48 hours. That's completely unacceptable - they have my money and I have a useless bag of toiletries. Now, due to poor customer service, no guarantee whatsoever the gift will arrive on time. Once again I wish I'd read TP reports beforehand. Update - le Labo responded and have I understand now sent me the correct items so I have altered my rating above. Thank you