Le Labo FragrancesReviews of lelabofragrances.com

I placed an online order on September 20. The website states a delivery time of 5–7 business days. As of October 3, the order still hasn't shipped: the status has said "Awaiting Carrier Pickup" for almost 2 weeks. The payment went through right away, and my card was charged. Since then, I've contacted Le Labo through the contact form on the website and by email to their customer service, and I have not received a single reply. No delay notice, no explanation, no option to cancel. A brand at this price point takes your money and then simply goes silent. Absolutely disgraceful.

Worst customer service ever, they take at least 2 weeks to get back to you not the 48 hours they quote. Their click and collect service is useless. Its not as if the staff have much to do in their shops but they still manage to get it wrong!? Isn't it funny they only respond to the 4 star reviews on here and not the one star? No idea about customer service

I’m an avid fan of the House of Le Labo. When I lived in Hawaii, I used to buy the product at Nordstrom and got receipts to prove it lol another 13 is my signature scent. I loved it cause of its longevity and projection. However, my most recent order directly from LeLabo, the fragrance hasn’t last on my skin for more than an hour or two max. It used to last on my skin 8+ hours and on my clothes till the next day. This last order doesn’t even last on my clothes for a whole 8 hours. I’ve reached out to LeLabo to see if I could do an exchange or return but no reply from there just yet.

I received 2 candles smashed a couple of weeks ago and contacted UK customer care team. They took ages to respond but once they did, 10 days ago they told me they had issued a refund. I haven’t received it and they have not responded to any emails advising them of that. I tried to call the UK number on their website and it doesn’t exist! What an absolute joke, they’re meant to be a premium brand. I will now have to go down the route of disputing on my credit card, appalling company to deal with. After receiving the below response from Le Labo, I received an email saying my refund had been processed, referencing the wrong order number, wrong amount and wrong card details? Honestly, what a joke! Can someone sort this out?

I ordered my first ever bottle of Le Labo in May; I’ve been wanting it for years and finally had the money. The package was initially not left because they said they needed a signature which I opted out of when I ordered- 2nd delivery with UPS they did leave it. When I opened it my bottle was completely shattered in the box. I sent photos to the Le Labo Concierge and it took about a week to respond, they asked for photos showing the label which I sent as well as the outer box that was smashed in. I have since followed up 4 times - 6/10, 6/14, 6/24 and 6/29 and have never heard back. This is extremely disappointing since this was my first ever experience purchasing their perfume. For such an expensive product to be out that money and the perfume is very frustrating.

This company has to have the most ridiculous returns policy I have ever come across. For this reason I am giving it such a poor rating. I totally understand personalised items not applicable for returns however their definition of ‘personalised’ is mind blowing. They deem a removable sticker on a cardboard box to be ‘personalised.’ Despite the item inside being off the shelf and completely resell-able. I would never buy from here again. Also the prices are preposterous.

I discovered Another 13 some time ago. The moment I smelled it in the store, I immediately fell in love with it. Without any hesitation, I purchased the 100ml bottle for nearly €300, which definitely makes it a true luxury product. The fragrance was prepared in front of me, and I left with my bottle. I waited the recommended several days before wearing it, and when I finally did, what a disappointment! The scent was there when I first sprayed it, but just one hour later, there was no trace of Another 13 left at all—neither on my skin nor on my clothes. The only thing that remained on my clothing was a strong smell of alcohol. When I read the comments here from people who have been wearing it for a long time, it seems that the formula has clearly been changed, with more ethanol and less perfume oil than before. If Le Labo is a smart brand, it should reverse this decision quickly if it doesn’t want all of its customers to start looking elsewhere.

Awful experience purchased the neroli 36 liquid balm— barely smells at all highly disappointed, overpriced, and under quality. Would not buy again from this company.