Le Labo Fragrances Reviews 87

Contacted the client service regarding a package I didn't receive, 1 month to have a response with 0 SOLUTION, I literally ordered a discovery set to know what I wanted, well I won't be buying here and glad I didn't order a perfume instead

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

Le Labo's Customer Service Team proves of consistently high caliber. Juan in particular is extraordinarily courteous, spirited, and resourceful. He has ensured any of my concerns or difficulties are speedily remedied. As a company representative, Juan proves an elevating credit to the Le Labo brand. Similarly, Paola proves immensely kind, as well as expedient, in responding to my requests and in her eagerness to assist with any customer concerns. Each of my interactions with Le Labo's Customer Service Team seems to exemplify the company's innate desire to ensure a positive and bespoke customer experience.

I love the fragrance company. I bought an item and it got damaged and they replaced it for free. I recommend the scents out the country. Thank you Le Labo for your amazing service.

Really unhelpful staff

Customer service is so poor considering the amount you pay for the perfumes. They do not respond to emails and postal service used is the cheapest option even though it is a premium brand.

I was captivated by Another 13 scent. A friend gave me a sample which was very lovely and the scent stayed nicely for a long time.

For my birthday I treated my self to a little bottle for £70!

They made it on the spot and advised me to start using it only after a week to let the alcohol wear out.
I went on holidays and opened it only 2 weeks later. Still today after over a month all I can smell is alcohol and very little of a pungent fragrance that has nothing to do with ANOTHER 13. And it doesn't stay, thankfully in this case.

They should revise the doses and or if they want to keep the fancy made on the spot mode, they need to make sure that people are properly trained and not just feeling entitled not to care because it's a temporary job which they'll soon leave.

I feel furios and robbed.

As a 15+ year fragrance collector, I'm extremely disappointed. My Santal 33 turned after minimal use - harsh alcohol overpowers the fragrance notes. This has never happened with any perfume in my collection.
At ~$300, I expected better. Le Labo deflected me to the retailer (Skins Cosmetics), who had already told me to contact Le Labo. Classic runaround - nobody takes responsibility.
The bottle is nearly full because it's unwearable. For this price, you'd expect a brand to stand behind defective products. Instead, you get passed back and forth with no resolution.
Save your money for brands that actually back their products and value customers. Very disappointing from a "premium" fragrance house.

I’m deeply disappointed. I used to love this perfume — its performance and projection from 2018–2023 were outstanding. But the new bottles are completely different: weak, watery, and barely detectable.

I tested three bottles (Qatar Duty Free, replacement, and one from London – batch C15). All performed the same — poor projection, no longevity. Le Labo clearly changed the formula or compromised quality.

At $280, it’s not worth even $20 now. Avoid until they bring back the original formula.

I have worn the Le Labo fragrances for over 15 years and I must admit that I am deeply disappointed with the quality in recent years.
Performance wise, the new formulations are much tuned down. The original formula used to be very long lasting. For example Santal 33 would last over 24 hours and I had a compliment almost every time I wore it. A lot of friends and family went out and bought it. The new formulation makes itself noticeable in the first few minutes and doesn’t even last an hour !
When I complained to customer services, I was told that maybe I have gotten used to the fragrance and so perhaps have a break - naively I bought a different fragrance - this time Fleur D’Orange and it behaved the same ! I was encouraged to try ‘Another 13’ as it’s a molecular scent and is to be used directly on the skin - however, the scent in this case also only lasted a few minuted if that. Interestingly, the sample I got in store lasted a lot longer.
Given the price of the products and the image it portrays, it’s day light robbery!
Le Labo is definitely not the brand it started out as.
I feel let down and disappointed. The company has confirmed that the formulations have not been changed. Perhaps the company is now not using the same premium raw materials it used to.

Don’t even try wasting your money, you are better off buying some cheap perfumes, This is so bad, I bought lelabo another 13, it smells beautiful but doesn’t last long, complained and they replaced it for me, the replacement is worse, I can’t even smell it on my body at all, this is a rubbish brand relying on marketing.

This experience was so bad I felt compelled to warn others.

I purchased Another 13 from Le Labo in Heathrow, expecting something unique and luxurious based on the price and hype. What I got instead was a bland, forgettable scent that fades within minutes. Honestly, it smells like expensive water, there is zero depth, zero projection, and zero staying power. You’re essentially paying for a label on a generic bottle.

To make matters worse, the customer service was appalling. I reached out for help, hoping maybe I had a faulty bottle, no response for long time, had to chase couple of times to come back to me. When they finally replied, the tone was dismissive and unhelpful. No offer to make things right, just a robotic response that felt like they couldn’t care less.

Le Labo sells you an image of artisanal craftsmanship and exclusivity, but the reality is overpriced mediocrity and arrogant service. Don’t fall for the hype. There are countless niche brands offering far better quality for half the price and with actual customer support.

Avoid at all costs. Total waste of money.

I really liked the Eucalyptus 20 scent and bought a 100ml bottle. What a disappointment. It barely lasts a couple of hours on skin and completely gone without a trace after 4. I waited over a week (they recommend 3 days) before starting to use it and used samples in the meantime, so it's not a batch issue. For eau de parfum to last a measly 2-3 hrs???? at that price?? All my other perfume lasts most of the day and some can still be smelled on clothes after a wash, not this.I even asked other people to confirm that it wasn't just me being desensitised to scent I'm wearing but they confirmed what I thought. If a perfume lasts only a couple hours , someone is cutting corners and using cheap ingredients basically mugging the customers off. Never again

I recently bought a candle in Soho, as a gift I was bringing overseas to a friend. once opened, the label was misplaced and the glass ruined. I contacted customer service to be told that "imperfect is beautiful" is their mantra, Wabi Sabi, and that I could return the candle. After pointing out that the candle had travelled with me to Milan and was not going to come back, I also mentioned that I would have expected some form of refund/discount. I didn't even get a reply .... Considering these candles are not cheap, the minimum would be a proper follow up. It was so embarrassing to have my friend, the recipient of the gift, notice that the personalised label had been put on carelessly, and that the rim of the glass was faulty....

I first purchased Another 13 two years ago and absolutely loved the fragrance. Like the previous reviewer, I’d receive compliments frequently. The smell was fresh but with warmth and depth and it literally lasted for days. I noticed that it was quite an oily perfume. Fast forward to December 2024 and I went to Selfridges for a refill. The scent was completely different, it smells of cheap perfume and lasts minutes. left it a couple of months to see whether it changed, nothing did. I thought I’d got a bad batch and ordered a new bottle from le labo directly. Unfortunately, this is exactly the same as the refill. I’m so disappointed and can’t understand why it wasn’t stated in the product description that’s it’s a new formula as it clearly is. I’ve emailed le labo and requested a refund. I won’t be buying again and now need to find a different scent which I love as much as the original Another 13.

Sadly agree with other reviewers: this is a 'first-impressions-only' perfume brand. I tried several scents - all of them vanished in no time.