Le Labo — Local services in New York

I am so extremely disappointed that my experience with Le Labo has been nothing but unsatisfactory. I made two significant purchases with them in person totaling around $600 I went with the 50ml of the Tubereuse and the 50ml of Lys. I received a sample of them the day before and knew they were something I wanted to own (or I thought I did). The next day I went in and all seemed to be going very smoothly... its perfume we are talking about here.. when does that ever go south? well I paid the $12 to have my bottles shipped so I wouldn't have to worry about them spilling or breaking in my luggage. When I got home the bottles arrived, I was so ecstatic I opened each box and to my surprise the Tubereuse had particles floating in it (looked like a snow globe) and the Lys smelled like alcohol and mildew. I contacted the store immediately and thats when the whole experience started to spiral. I let the manager know what was going on... I sent videos and pictures and was made to feel like it was something that i did. after waiting three weeks of sending the package back to receive another shipment of the same exact ones I sent back, I wanted to speak with someone in corporate. Every single encounter I have had with this company has been horrible. Every single person put the blame on me and the climate I live in. I as the customer, apologized a million times to set an example of what good customer service is all about. As a business owner myself, I truly value each and everyone of my customers. Never had I ever been treated so poorly by any company. Its very sad to say I will never ever give this business another chance. If it was my company, I would have gone above and beyond to make things right and to keep my customer, but instead I got a refend and was told we aren't a good fit. Well when your spending $600 and you get particles floating and the smell of mildew, how could that be a good fit for anyone? I would love to speak with the owner of the company and see if he/she agrees how this unique situation...

This review is for the extremely poor customer service at le labo west 4th location. I have purchased products from this brand before, and my fiance, who has an untrained nose, was lovely enough to recently purchase a perfume from this brand. I have a strong admiration for oud scents so my fiance personally went to the w4 location and inquired which le labo fragrances contained the oud ingredients. A sales woman had informed him that the fragrance "Oud" and "Tonka" contained oud ingredients. Accordingly, he went with the Tonka fragrance because he felt as if the "the oud" was extremely musky and overpowering for my liking. Unfortunately, when he surprised me with the Tonka, I was not impressed and I did not smell any oud-like hints. We googled the notes of the Tonka and we did not find any oud-related ingredients. So we then kindly visited the W4 store asking for an exchange after he was misinformed about the notes on the perfume. The sales woman denied any responsibility and the manager was extremely unhelpful. They told us to email the concierge and we would receive a response within 5 mins. We waited an hour but no response. During the time we waited, the sales woman and manager gaslighted my fiance, insulted me and told me to find a new fiance, made sexist remarks, and then kicked us out of the store. We did not receive any exchange. Anyone who respects women should NEVER shop at this location, as the manager Brandon, has very disparaging things to say...

Oy vey, where to start with Le Labo.

The second* worst gift I ever bought my girlfriend was a Le Labo gift card. She has a vast experience with fragrance, was very keen to try Le Labo scents and so a big fat gift card to allow her to spend a wonderful time enjoying the experience sounds great, right?

Well, no. The experience was horrible. The fragrances were of course great, but the staff were aloof, preoccupied, obnoxious, snotty and not at all interested in welcoming a fan/customer who wanted to drop a few hundred bucks in their store.

Even getting some stupid samples on those paper sticks was too much effort and considered too expensive. Randomly walking into fragrance stores collecting samples and selling them on street corners is a major racket that I just wasn't aware of)

This upset my girlfriend, made her feel bad and I felt awful for her.

Le Labo may make a great product, but they need to drop the snotty Brooklyn attitude and welcome their customers - especially the nice ones.

I have no idea if this situation has improved or if it was an aberrant one-off staff attitude, but if you're looking to give your better half a gift with an experience they'll enjoy, avoid this brand - the city is full of places that know how to treat people warmly.

The worst gift was, of course, a 12 volt cordless impact drill combo set. But that store had...