Monday, November 9, 2026 · Customer reviews of US businesses
The Fair Hearing score
Poor
113 reviews
Le Labo FragrancesSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Le Labo Fragrances was born in Grasse and raised in New York, the city where they opened their first boutique in 2006. The boutique was named Le Labo ("The Lab" in French), going back to the roots of perfumery and allowing clients to witness their fragrance being freshly hand-blended. Today, that same simple intention remains... clients are invited to forge an intimate connection with fragrance itself, to experience the craft of slow perfumery, and to simply slow down and awaken their senses.
Le Labo Fragrances (lelabofragrances.com) has 113 customer reviews on The Fair Hearing, with an average rating of 2.7 out of 5.
Showing 57 reviews with 1 star · Clear filters
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
By José Pedro Fazenda M.
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.
By Empty B.
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.
By BL
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.
By Ali A.
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.
By Emma
Une honte!!! Un parfum a 241€ qui ne tient pas 1h sur vous!!! A fuir!!!
By Jonathan E.
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!!!!
By Hajni K.
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.
By Konstantin G.
