Le Labo Fragrances Reviews 87

I purchased a bottle of scent from Saks that, when opened, 4,000 miles from the store, was improperly mixed. Following an exchange of several emails, I was advised that I’d have to deal with Saks. Not sure where they learned brand management, but they must have failed the course. I bought a Le Labo product which failed completely. I guess distribution trumps commitment to quality. It isn’t a scent company - its a marketing (badly) activity.

My signature fragrance! I have been a huge fan of Le Labo for quite some years now.

For Christmas my boyfriend bought me the 15ml Santal 33 however he accidentally hit it off the bathroom shelf and it cracked the bottle. I felt bad to throw it all away but there was still quite some product in the bottle. Unfortunately, I was not able to open the nozzle so I contact Le Labo for any help/advice. I was beyond impressed with their customer service. They got back to me within 1-2 days and were kind enough to send me a replacement. Juan from their office in NYC was a fantastic help. This only makes me want to continue to buy more of their products and share how great of a company they are!

Absolutely the worst customer service but their fragrances smell great and their samples from their site are cheaper than the ones on eBay! Ordered 4 samples but only received 3. After 3 attempts, still no reply. Based on some of these reviews, I may have to send 17 more emails and wait an additional 3 weeks! Just terrible!

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!

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!

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.

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.

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.

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.

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

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.

I've been a long-time customer of Le Labo. I remember visiting their first New York boutique on Elizabeth Street and buying my first bottle of LABDANUM 18.

All I can say is this: if you're going to shop Le Labo, do so only in stores.

I cannot believe the poor quality of their Concierge service. I sent three emails, all of which went unanswered until I finally got in touch with some on Instagram. One day later, I received a rude and unapologetic email reply.

I waited patiently to receive my order for another three weeks, then sent another two follow-up emails. Both went unanswered.

I finally received my order today, but it bears mentioning that both candles came with crooked and creased labels. A superficial complaint, sure, but one I can't overlook for the price.

As mentioned, I've been a longtime customer of the brand and absolutely love their scents, but after this online experience, I will sadly never make another Le Labo purchase and discourage my friends from doing so, as well.

The worst customer service ever
Ordered one of perfume for Valintine day unfortunately didn’t get. Sent them few emails but not a single reply.

**EDIT** Originally I left them 1 stars for ignoring their emails and not responding to me but I have changed it to 3 stars due to receiving a replacement in the post but still no communication from customer services!! :/

**ORIGINAL REVIEW** This review is purely for their customer service. Ordered an item online, emailed them to say that the spray part of the bottle was faulty and to try arrange an exchange but now 2 emails and 14 days later no response! Its unacceptable considering how much they charge for their products!

I currently own over a dozen fragrances. We have bought the "City" exclusive scents in New York, Los Angeles, London, Amsterdam and Paris - I have never been in love with a product or company like Le Labo. Expensive? Yep, you get what you pay for. Will never use another fragrance.

So utterly disappointed with the appalling customer service (and product) we received from LeLabo. After trying a tester for Jasmin 17 at Liberty I absolutely loved it. A spray on each wrist lasted all day and had great diffusion, receiving compliments from others. My boyfriend then purchased this for me as a birthday gift from the Marylebone store.

Although we followed the guidance on how to treat the perfume for the first couple of weeks it never developed into the dame perfume I'd tried as a tester. Once it was on it immediately faded and no one was able to smell it on me. The quality was so poor, like a very cheap perfume rather than the £140 product we purchased.

We contacted customer service and it has just been appalling. They've now had the perfume for over 6 weeks, have apparently been spraying and testing it and have stated there is no fault and will be returning it to me. The whole experience has been shockingly bad. LeLabo sent a courier to my house to collect the perfume despite us explaining that I do not work from home. They never reply to an email unless my boyfriend chases it, and we are certain that unless he continuously contacted them we would never see the perfume again. Without agreeing anything with us we have been told the perfume will be sent back by courier to my address...even though I have not agreed this because I will almost certainly be at work.

For £140 we have a perfume of a poorer strength and diffusion than far cheaper perfumes we've purchased, LeLabo have kept and used the perfume for over 6 weeks, have refused to accept any responsibility and are sending it back via a method that will mean I cannot receive it.

Thank you to my lovely boyfriend for buying me such a thoughtful gift but hugely disappointed that Lelabo ruined the whole experience. Would strongly not recommend this perfume to anyone.

Extremely poor customer service- practically non existent. Full of dishonest responses and weeks of delay in doing so. A huge shame for such a lovely brand. Baffled to understand!!!!

The fragrances are OK, but the customer service and logistics - don't get me started. They blame everything on COVID, meanwhile they have simply become lazy and too pleased with themselves. It took FIVE WEEKS to get a 10euro sample with DHL from Belgium to Denmark. I have also placed an order, which was meant to be a birthday present; a week has passed and not a single word from them. One of the worst online shops I have experienced.

Prices have increased by almost 27% since I last ordered in October 2020. Clearly this has nothing to do with any increase in raw materials etc and everything to do with Le Labo trying to squeeze every last penny out of their clientelle. The customer service isn't that great either, I've had issues with more than one order being incorrect, so I guess this is "Adios" Le Labo, I won't be buying from you again!!