L'Oreal

Author: Kaitlyn Short

Auréale.

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The Good

• Wide Variety of Products
• Personalized Product Suggestions
• Rewards Program

While L'Oréal Paris offers a wide variety of products in the following categories: makeup, hair, skincare, brands and Latina. L'Oréal is one of the few cosmetic companies that feature a category exclusively for Latina customers. On the website, each of the product categories is divided into multiple subcategories to make online search easier. Users can pick their favorite looks in the "Love it? Heart It." section of the homepage to get personalized product suggestions. There are also advice articles, behind-the-scenes features, tutorials and reviews from other online users available in the Latest Picks For You section. L'Oréal offers two different mobile apps that are available for download in the US: Makeup Genius and Hair Genius. With the makeup app, users can digitally apply L'Oréal makeup to an image of themselves to test out different products before purchasing. L'Oréal offers the Gold Rewards Program, which gives one free hair color product to customers when they purchase any five L'Oréal Paris hair color products. Customers just have to enter the code found on each box prior to coloring, and it will count toward their reward. Customers can also access additional perks by creating an online L'Oréal account: L'Oréal members have access to inspiration boards and tools compiled just for them, customized product suggestions, the ability to save favorite products and promotional offers on their favorite products. Both the Gold Rewards Program and the L'Oréal account are free.

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The Bad

• Lacking Shipping Information
• No Return Policy
• Customer Service

L'Oréal does not offer any information about shipping rates and times on the website, nor were we able to locate a free shipping offer. L'Oréal is the only makeup store we reviewed that doesn't list shipping information on the site. If L'Oréal doesn't have a free shipping offer, it would also be the only makeup store we reviewed to not have one. The lack of shipping information may make it difficult for customers to know how much they should expect to pay, as well as when they can expect to receive their purchase. L'Oréal also doesn't feature a return policy on the website. Again, L'Oréal is the only makeup store we reviewed that doesn't list this information. This may create extra time and hassle for customers who want to find out if they can return products that they're unhappy with. There are 800-numbers listed on the L'Oréal site, however these phone lines are meant for questions about makeup, skincare and hair - not customer service issues. L'Oréal is the only makeup store we reviewed that doesn't offer a direct customer service phone number or email.

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The Bottom Line

L'Oréal is an established brand in the makeup industry and can be found worldwide. In addition, the prices are reasonable and the selection is ample. However, the website's lack of shipping information, return information and customer service access may cause some frustration and confusion for online shoppers.