Complaints

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was billed for the shipping fees by carrier FedEx months after the product I purchased (that did not work) was refunded. This charge has gone into collections. I do not appreciate the delayed COD placed by this business and demand that they rectify this situation. I am disabled and chronically ill and struggling immensely. I should not have to pay for this. In no world should I be charged $19 for a product that cost $35.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I used overtone a few times and it made half of my hair off and damaged my scalp.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I ordered some products from their parent company Proudly for Melanated Babies, instead I received hair products from overtone. I have made several attempts to contact the company emailing Anne M. who constantly asks me the same questions like, what is my order number address etc. Each email I have provided her with the information including a picture of my order confirmation from the company Proudly and a picture of the merchandise sent along with the packaging displaying my name and address. I have yet to receive a correct merchandise or a refund.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Overtone refuses to honor their return policy for unused item under warranty. I've read about complaints of Overtone's blue color damaging hair of my hair type and I tried contacting them from *********** *********** and ************************ *** ************************** but Overtone did not let me ship back since first order.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Received this in January with another product as a Xmas gift, just got around to using it, when I took the seal off this is what I found. According to their website it is supposed to be clear/colorless. I don’t want to use this it has a very odd smell as well.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  order #******* I ordered this because the website stated they had fast shipping within 3-5 business days. It has been 10 days and I still haven't received a complete order. Customer service said that they "process orders" within 3-5 business days. I received a small package today missing $50 worth of items that were ordered with notice from the company that my order had been fulfilled. I would like a refund for the whole order. I am willing to ship the 1 bottle of daily conditioner that was sent from my order back to them but feel they should pay the shipping costs.

  Business response

  08/15/2022

  Thanks for reaching out. We're very sorry to hear your experience with oVertone and our products has been less than ideal.

  
  
  All oVertone orders do have a 3-5 business day processing time before going out the door, in addition to shipping time — free Standard shipping, which this order came with, has a 3-15 business day delivery window. 

   

  This order did go out in 2 separate shipments, and the 2nd is currently on its way. The Client Services team has reached out via email with tracking info for that package in case you didn't receive the link originally, so be sure to keep an eye on your inbox — the rest of the order looks like it should be arriving soon, and everything should be in your hands within the Standard delivery window. 

  
  Again, we apologize for any inconvenience and frustration you may have experienced, and we hope we were able to reach a satisfactory resolution with you!
  
  Thank you,
  oVertone Escalations Team

  Customer response

  08/16/2022

  I only partially accept this response. While I have finally received the order, I think the advertising practices are misleading. The business states before purchase that shipping will take 3-5 business days. After purchase, the consumer learns that shipping doesn't even start until the order is processed which takes them more than 3-5 business days. There are banners on the website that state "fast shipping - in 3-5 business days" This order took more than 2 weeks to be delivered and I feel was only done so because I reached out the BBB. I have an email from customer service stating that my order would be processed outside of the company's promise of 3-5 business days. As a consumer, I don't like being mislead. After a search on reddit, I am not the only consumer to experience this. 

  Business response

  08/17/2022

  Hi *******,

  Thank you for following up — we're glad to hear the rest of your order arrived after all. We want to apologize again for any confusion, because we do our best to make sure clients are aware of what they're getting and when they're getting it. Shipping policies, including processing and delivery times, are listed in several places before checkout:

  
  - https://overtone.co/pages/faq (under "What do processing times look like, and when will my package arrive?")
  - https://help.overtone.co/support/solutions/articles/60000365399-what-do-processing-times-look-like-for-overtone-orders-
  - https://help.overtone.co/support/solutions/articles/60000433175-when-will-my-package-arrive-

  
  as well as listing the 3-15 business day delivery window on Standard shipping during the checkout process itself, before any payment information is entered or accepted. Should any issues with our warehouse or carriers arrive, we will also send out emails to let clients know if processing or shipping times will even potentially be affected — however, double-checking your order, both shipments did go out the door by August 11th, exactly 5 business days after purchase. In addition, these packages were delivered on the 13th and the 15th respectively.

  Our team was only contacted by the BBB on your behalf on August 15th; neither the Client Services nor Escalations teams have any control over how quickly packages reach our clients, but we did have the CS team reach out to you when we received your complaint to make sure you had all your tracking information, since it sounds like the tracking for the second package did not make it to you initially.

  We are not aware of any banners, ads, or other copy that specifically promise delivery within 3-5 business days, but we are investigating with our Marketing team to identify any ambiguously-phrased copy and correct anything we find ASAP.

  We understand this has been a frustrating situation and would have liked to refund your shipping charges to thank you for your patience, but as this order was placed with free Standard shipping, there were no charges to reimburse. Instead, there should be a discount code waiting in your inbox as of the 15th!

  Thank you,
  oVertone Escalations Team

• Initial Complaint

  05/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had been using Overtone for years, since I was first in my sophomore year of high school back in 2014/2015. I started using their referral program and got the 10% off a purchase per referral that spent a certain amount of money and that program has since been discontinued. Now there was a newer program that was quite nice, the Color Club. I was able to build points from referrals to get entire sets of hair product free. I had about 6-8 complete kits free when I ordered last year, from what I remember. However, I went to buy more product recently and noticed there is no way for me to sign in to the referral program and the page just brings up a 404 page, so I contacted the company. They tell me the referral program was done away with on March 13th, there was an email sent out about it, and that they are "taking a step back to focus on improving [their] digital experience and how [their] clients receive loyalty benefits." I looked through my email associated with my account and there is no email all the way back to November of 2020 regarding the closing of the Color Club. They were kind enough to offer 15% off one purchase since I didn't know; however, that means little what what I had saved up in points to use. I asked if there would be a new program opening up - because their message to me made it sound like they would eventually reinstate a referral program - and if the previous points earned would transfer over, but have yet to hear back.

  Business response

  05/09/2022

  Hello,
  
  Thanks for reaching out. We're very sorry to hear your experience with oVertone has been less than ideal. 
  
  When the Color Club came to an end, an email from [email protected] went out to all members on March 1st of this year, letting them know that points could no longer be earned at that point, and any accumulated points needed to be redeemed before March 13th or they would expire and no longer be usable. As of March 13th, oVertone no longer has access to clients' Color Club records or point balances. 
  
  We have reached out via email and Instagram DM with more information and store credit — please keep an eye on both inboxes. 
  
  Again, we apologize for any inconvenience and frustration you may have experienced, and we hope we were able to reach a satisfactory resolution with you!
  
  Thank you,
  oVertone Escalations Team
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩