Le Labo Fragrances Reviews 90

I ordered a sample of all colognes and had one that was broken. I contacted the concierge to which they responded promptly by sending me a replacement. I have a signature sent " Another 13" and when I tell you it is magnificent. I was not disappointed when I got the other scents either. You all do a magnificent job please keep doing what you do. I'm gonna continue to be a shopper and promoter of your colognes. Millie Morrison

I absolutely love Le Labo. I have been to various locations in different cities, states, and even countries, and in each one I receive amazing service and their products are always outstanding. I even love their online store and am incredibly happy with their online customer service.
I have used their shampoo both basil and hinoki for years, they feel and smell incredible on my hair. I always get compliments.
The reason I am writing this review is because of my recent experience. I was studying abroad in Italy and got a perfume labeled to commemorate my time. I had it in my makeup bag, and it very unfortunately shattered. That was definitely user error on my end as the bottle is glass. I decided to try to contact them to see if I could even get just a partial discount, and they sent me a whole new bottle.
It truly made me smile, not only because of the money, but because of the special meaning to the perfume. It was a scent that reminded me of my time abroad, and had my personalized message on it.

I recommend Le Labo products to everyone I know, and will continue to do so.

Loved the service I got from the concierge team! My favorite scent is the matcha! Amazing!!!

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.

Excelente customer service and shopping experience amazing

The fragrance itself was excellent rich, distinctive, exactly what you’d expect from a luxury candle. Unfortunately, the actual candle performance was terrible.

After just a short period of use, it started tunnelling badly and burning unevenly, despite being burned properly and cared for exactly as instructed. For a candle at this price point, that’s unacceptable.

What really ruined the experience, though, was the customer service from Le Labo. I contacted them with photos and details, expecting at least some level of accountability or concern. Instead, they completely brushed the issue off and pushed me back to John Lewis.

To be fair, John Lewis were actually helpful and professional. But I’m not making a 45-minute round trip to sort out a faulty luxury candle that should never have had this issue in the first place.

Le Labo charges premium prices and markets itself as a high-end experience, but when something goes wrong, they seem completely uninterested in standing behind their products.

Beautiful scent. Poor product quality. Worse customer service.

My experience dealing with le labo customer service was excellent. They were efficient helpful and very easy to contact. It definitely would encourage you to buy their products as you know you will have excellent customer service if an issue ever arises. Thank you again

Had a very smooth experience communicating with Le Labo over email. My scent had changed a sent them an email. The staff was knowledgeable, polite, and very quick to respond. They sent me a new scent within 2 weeks off good contact. It makes shopping with them even more enjoyable knowing that their support team is so reliable. Highly recommended!

“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.

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.

Amazing creations! Love their fragrances and had fast and easy communication when i needed to exchange a fragrance, even got a bunch of samples. Love this brand!!

I've always had excellent experiences with Le Labo. Recently, I placed an online order that ended up getting lost. Despite some limitations, the customer service team was incredibly accommodating and kept me well informed throughout the process. Although I had to wait a bit, everything was resolved in the end.
My husband recently visited the Woodland location and absolutely loved the atmosphere. He mentioned that Austin was especially welcoming. Keep up the great work!

Guys! I absolutely love this Santal 33—I walk down the street and just smell the richness. I love it, love it! And this summer, I’m going to buy Mocha26.

The after sale experience was excellent. First of all I did a mistake in the personalization, they were ready to send me back the stamp. Also I got defectuous product, Juan who was receiving my initial request, took over my complain and provide ultra rapid resolution sending working product with the actual modification.
That really the kind of service that leverage a brand inti next level.
Thanks you for you professionalism and good sense of commercial business. And special thanks to Juan :)

I had to remove one star because it took their concierge so long to respond to me initially.

I ordered their discovery kit hoping that all of their fragrances might smell as awesome as Another 13 does.

It took forever to ship. The issuing of the tracking number days before actually shipping the product is a bad call.

Once it finally shipped, it got lost somewhere but finally arrived. They let me keep it and issued a full refund.

That's what I would have done.

I'm surprised at the bad reviews here because I found the "concierge" to be pleasant. I am however, a bit fearful of purchasing a full bottle considering my previous experience.