Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/23/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a promotional text stating that the first 100 orders would be refunded up to $100. So I placed my order, which was placed 2 minutes after the start time of the promotion. I reached out to the business after my purchase to see if my order was going to receive the refund back. I was informed by a representative that whoever made purchases would be entered into a drawing then notified. I will send screenshots of the promotional text, which did not state anything about being entered into a drawing, it simply stated the first 100 orders. This promotional text was misleading and is a poor way to operate the business under false pretenses.

  Business Response

  Date: 04/25/2025

  We sincerely apologize for any confusion regarding the recent promotional offer and the communications you have received.
  To clarify, the promotion in question offered a refund of up to $100 to the first 100 eligible orders placed during the promotional period. The full Terms and Conditions of the promotion can be reviewed here: ******************************************************************************
  
  The winners of this promotion have already been contacted directly via email. We understand this may be disappointing, and we truly appreciate your interest in participating. After reviewing your order, we can confirm that, unfortunately, it was not one of the first 100 placed. As you can imagine, the promotion generated significant interest and a large volume of orders were submitted in a very short window.
  We are genuinely sorry you were not one of the winners and we appreciate your understanding. 
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. We value your business and are always here to help.
  
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23240797
  
  I am rejecting this response because this seems like it was false advertisement. Ive done a lot of business with this company and often promote the products and sales because I do like the products, however, after this experience, I will not continue promoting the products. Id like to know what my place in ordering was, like what number I was. 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 04/29/2025

  Thank you for your continued support of our brand and for taking the time to share your concerns. We sincerely regret that your recent experience did not meet your expectations.
  We understand your disappointment, and wed like to clarify that our promotional offers are conducted in accordance with our published Terms and Conditions. While we appreciate your interest in your placement within the order queue, we are unable to disclose the order queue. However, as outlined in the official Promotion Terms and Conditions (******************************************************************************), a winners list will be available after May 15, 2025. To request this list, please send a hand-printed, self-addressed, stamped envelope to:
  Lange **********
  *******************************************************************************************
  Requests must be received within two (2) months from the notification date.
  Although you were unfortunately not a winner in this promotion, we have issued a $50.00 store credit to the email address we have on file as a gesture of appreciation for your loyalty and support. We hope this credit provides an opportunity to continue enjoying the products youve come to love. If you have any further questions or need additional assistance, please dont hesitate to reach out. We value your business and are always here to help.
  

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a hot air brush with attachments and a hair care product for $85.76. After over two weeks and not receiving the product, I contact L'ange Hair to cancel the order. Even tho one of the attachments was on back order and the item wouldn't ship for another week, they refused to cancel the order. I repeatedly asked them to cancel the order and they refused. In addition, they charged my credit card before the item shipped. The item was delivered yesterday. It is unopened and unused. I want to return it but they will only refund me $47. I want the entire purchase price refunded. I have an email with the order information

  Business Response

  Date: 04/25/2025

  We are committed to providing exceptional customer service and take all concerns seriously.
  After thoroughly reviewing your order ending in 2610, we can confirm that the shipping label was printed on April 17, 2025. The package was shipped the following day, April 18, and was successfully delivered on April 21, 2025. At that point in the process, we were unfortunately unable to cancel or intercept the shipment.
  We sincerely apologize for any inconvenience this may have caused. Your satisfaction is very important to us, and we recognize the frustration this situation may have caused. We have since identified areas where we can improve our internal processes and are taking steps to enhance training for our agents to help avoid similar issues in the future. Our goal is always to provide clear, accurate, and reliable information to our customers.
  That said, we are more than happy to assist with your return. A complimentary return label was provided, and your return package is currently in transit back to our facility, with an expected arrival date of April 28, 2025. Once received and processed, a full refund will be issued promptly.
  We value your patience and appreciate the opportunity to resolve this matter. Should you have any further questions or require additional assistance, please dont hesitate to contact us.
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23238198
  
  I am rejecting this response because:
  I was told the refund has been issued, and I have yet to receive it as posted to my credit card.  I just this evening checked. I will let you know if and when I do receive it. Until I see the credit posted, I am not satisfied with the response. The only way I got L'ange to accept the return was to file a complaint with BBB.  But I have not received a refund as of today. 

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/05/2025

  Hi *****, 
  Thank you for your patience while we continue to work to resolve this for you. 
  I have also replied to you via email with respect to being extremely sensitive to your personal information, to avoid sharing those payment details on the public BBB response.
  I was able to confirm this refund of $85.76 was processed on 4/28/25 back to the original payment method, those details are attached in the email response I submitted to you, today 5/5/2025.
  
  We typically advise that once we have issued the refund, processing times may vary depending on your financial institution and may take up to 3-5 business days to reflect onto your account. I would expect that this refund would have shown up on your end by now, are you able to double check with your financial institution to review the details and confirm whether or not this refund has been shown on your account yet?
  
  We are here to help, and get this resolved for you. Please let us know if there is anything additional we can assist you with.

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The refund did appear as a credit in my statement activity on the day after I last replied, May 2, 2025.  

  If L'ange wants to avoid actions like this in the future, I would suggest they don't charge customer until the item is shipped, and they don't claim the item is already "in process" when one part of the order is not available.  Their business practice is quite shady, to be honest.  They did everything they could to avoid crediting me the full amount when I returned it unopened, until I filed a complaint with Better Business Bureau.  I'm glad this situation is resolved and I will not be purchasing anything from L'ange in the future. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When you purchase from this company for one of their deals - they imply that youre buying a styling tool and getting three styling products for free (example buying the Le Duo Grande styler and getting a dry shampoo, sea salt spray, and hair protector for free). Once I receive my package and tried out the hair styling tool I realized that this item does not work as advertised I immediately started a return, but found out I would only be getting back $33 after I spent $89 (including shipping taxes and fees) as the company doesnt allow you to return everything back, including all styling products. I have sent back the styling tool, but now I have three really cheap hair styling products that I cannot use. This company has misleading advertising plastered all over social media. I wish I looked at the Better Business Bureau before purchasing.

  Business Response

  Date: 03/28/2025

  We sincerely apologize for the inconvenience youve experienced and appreciate the opportunity to address and resolve your concerns. Your satisfaction is our top priority, and we are fully committed to promptly resolving this matter.
  We understand how frustrating this situation must be for you, and we want to ensure that you feel confident in your experience with us. Our customer service team is available to assist with any questions or concerns you may have. You can reach us via live chat, text message, or email through our website. Our customer service hours are Monday to Friday, from 8 AM to 5 PM EST, and we strive to respond to all inquiries within 3-5 business days. Please note that we are closed on the following holidays: ******************************** Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For more details, please visit our ************ ****************************************************
  
  Regarding the return of the Le Duo from your order ending in 0516 of the ********** Value Set purchased at a discounted price, we would like to clarify that the items in the value set are individually priced. Rather than displaying the hair care products as $0.00, each item, including the tool and hair care products, is listed with its own value. However, the total price of the value set remains the same discounted price.
  We would also like to inform you that, as per our return policy, only the tools are eligible for return, as hair care products and accessories are not eligible for returns. For further details on our return policy, please visit our ************** ****************************************************?a=Return-Policy---id--**********************
  
  As a one-time exception, we are happy to refund the cost of the hair care items (Salt + Sa Texturizing Spray, ** **, and Thermal Agent Thermal Protectant Styler). Please note that the original shipping fee and the return label fee of $8.50 are nonrefundable.
  
  A refund for the hair care items will be processed within the next 24 hours. Please keep in mind that once the refund is issued, processing times may vary depending on your financial institution and may take up to 3-5 business days to reflect on your account.
  
  We sincerely appreciate your understanding and patience. Should you have any further questions or require additional assistance, please dont hesitate to contact us directly. We are committed to resolving this matter to your full satisfaction.
  

  Customer Answer

  Date: 04/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on March ******. It was shipped out on March 14, 2025 using ****. My package has not moved since. The delivery date was March 17, 2025. I have contacted **** and all I am being told is give it move time. No one will help me locate this package or tell me if its lost or damage or anything. I have also asked for a refund and I am being denied a refund.

  Business Response

  Date: 03/28/2025

  We sincerely apologize for the inconvenience youve experienced, and we appreciate the opportunity to address and resolve your concerns. Your satisfaction is our top priority, and we are fully committed to promptly resolving this matter.
  We understand how frustrating this situation must be for you, and we want to ensure that you feel confident in your experience with us.
  
  Our customer service team is available to assist with any questions or concerns you may have. You can reach us via live chat, text message, or email through our website. Our customer service hours are Monday to Friday, from 8 AM to 5 PM EST, and we strive to respond to all inquiries within 3-5 business days. Please note that we are closed on the following holidays: ******************************** Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For more details, please visit our ************ ****************************************************
  
  In regard to your order ending in 8808, we can confirm that it is currently in transit and progressing as expected. The last carrier scan was on March 26th, just two days ago. Please be aware that **** is currently facing extended delays, which may cause tracking updates to be delayed. It may take up to ******************************************************* the carriers system, excluding weekends and holidays.
  
  Although we have limited control over the delivery process once a package is with the carrier, we do hold our carriers to the highest standards and work diligently to ensure timely delivery. We apologize for any inconvenience caused by this delay. As a gesture of goodwill, we have issued a $10.00 store credit to your account, which has been sent to the email address on file.
  
  If the tracking does not update within 10 business days from March 26th, please dont hesitate to reach out to us, and we will be more than happy to assist further. Additionally, we have opened a inquiry with the carrier to ensure the package reaches its destination as expected. Should any further issues arise, we will promptly inform you and provide a solution.
  
  We greatly appreciate your patience and the opportunity to assist you. If you have any further questions or need additional assistance, please feel free to contact us directly. We are committed to resolving this matter to your full satisfaction.
  
  

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the L'ange Interchangeable hair dryer with 2 additional attachments and a bottle of glass hair for a bundle price of $79. When I received the item, I immediately realized that the handle was too large to hold with one hand and would cause my carpel tunnel Syndrome to be activated. I immediately went to the website to request a return and refund. It was then I found out that L'ange will not accept returns of accessories or hair products even if they were never used. NO WHERE on the purchase page does it say this. Not when you place the order, not when you check out. So they are now telling me I can return the dryer component but not the attachments. What am I supposed to do with the attachments with no dryer? There is no reason not to accept returns on unused products. In addition to that, they WILL accept the hair dryer WITH the original attachment. This makes it even more concerning that they won't accept additional attachments. They are just trying to take advantage of their customers. They agreed to refund me $40 of the $80 I spent. So I'm out $40 for products I can't use.Not making it very obvious that attachments are not returnable is predatory behavior. They offered me a 50% discount on another product but what am I supposed to do with attachments I can't use? I really love their liquid hair products but I will no longer use them if I can't get my money back for this hair dryer. In addition, I will continue to warn customers on all their social media pages.

  Business Response

  Date: 02/28/2025

  Thank you for contacting us. We sincerely apologize for any inconvenience you may have experienced and appreciate your understanding. Our team is dedicated to addressing your concerns promptly and ensuring a positive experience.
  Wed like to remind you that our customer service team is always here to help with any questions about our policies, ensuring a smooth shopping experience. You can reach us via live chat, text, or email through our website. Our hours are Monday to Friday, from 8 AM to 5 PM EST, and we strive to respond to all inquiries within 3-5 business days. Please note, we are closed on the following holidays: ******************************* Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For more details, feel free to visit our ************ ****************************************************.
  
  Upon reviewing your order ending in 0927, we see that the Switch It Up Value Set was purchased. However, according to our return policy, we cannot accept returns for liquid hair care products or accessories. We encourage you to review our complete return policy here: ****************************************************?a=Return-Policy---id--**********************
  
  Please note that while each item in the value set is priced separately, the total price of the set is discounted. Items purchased directly from ************************** are eligible for a refund once the return is processed and accepted. A return label fee of $8.50 will be deducted from the refund, and the original shipping cost is non-refundable.
  
  As a one-time exception, we have approved the return of the Multi Volume Series from the Switch It Up Value Set purchased in order ending in 0927. A return label will be sent to the email address you provided for a full refund.
  For the return, please place the item in its original packaging. If you no longer have the packaging, any plain, unmarked cardboard box will work. Once youve printed and attached the return label, drop off the package at your local *** drop-off location. Please let us know once the package has been dropped off and accepted by ***. Once we receive the return tracking information, we will process the refund for a full refund of the Switch It Up Value Set.
  
  Thank you for your cooperation, and please don't hesitate to reach out if you need further assistance.
  
  

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased two hot tools from the company. And I feel as it was false advertisement on one of the tools it claimed to be a flat iron styler, I'm assuming as in a curler like they show in their videos. The hot tool does not flat iron your hair it has no clamp or grip on your hair they say it does not pull your hair or snag and it clearly does. This product is very cheap I tried contacting the company multiple times their phone number does not work. I was text messaging somebody and all I got in a response was I'm sorry that this happened they'll pass my information and my feedback about the product onto the proper people to handle the situation. This was not a free product I paid for this I expect my money back or a return with an actual flat iron product that works. I'm very dissatisfied, not to mention the blow dryer I got make an awful noise when you turn it on and it is extremely heavy I don't believe they told the truth and the videos when they post that their blow dryer was lightweight and quiet that is not accurate at all. I feel like I was scammed. And this company has poor communication and no proper way of contacting them.

  Business Response

  Date: 02/26/2025

  We sincerely apologize for the inconvenience you have experienced, and we appreciate the opportunity to address your concerns. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter as quickly and efficiently as possible.
  
  We fully understand how frustrating this situation must be, and we want to ensure that you feel confident and supported throughout your experience with us. Our dedicated customer service team is available to assist you with any questions regarding our policies or to help with any issues you may encounter. You can reach us via live chat, text message, or email through our website. Our customer service hours are Monday through Friday, from 8:00 AM to 5:00 PM EST, and we aim to respond to all inquiries within 3-5 business days. Please note that our offices are closed on the following holidays: ******************************** Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For more information, please visit our ************ ****************************************************.
  
  We deeply apologize for the issue you encountered with the Le Duo - Black / Grande from your order ending in 4950. After reviewing the conversation thread thoroughly, we completely understand your frustration. I can see you were assisted by a member of our escalations team on 2/21/2025. At L'ange, we take immense pride in providing high-quality products, and this experience does not meet our usual standards. Please rest assured that customer safety is our highest priority, and we are treating this matter with the utmost seriousness. For safety reasons, please refrain from using the tool immediately.
  
  To resolve this matter, we are offering you a refund for the Le Duo Grande. To process the refund, we kindly ask that you return the item to us. We will provide you with a pre-paid return label at no additional cost. The return label will be emailed to you shortly for your reference. Please ensure the tool is securely packaged in its original packaging, or if that is unavailable, any plain, unmarked box will suffice. Once the item is securely packaged, simply attach the return label and drop it off at your nearest *** location. Once *** has accepted the package, we will proceed with issuing your refund. If you do not have access to a printer, we can gladly mail the return label to your physical address. Please let us know if this would be more convenient for you.
  
  Additionally, we will follow up with an email containing the return details. Once you have dropped off the package and *** has accepted it, kindly reply to this email with the tracking information, and we will proceed with issuing your refund.
  
  Regarding the Soleil from your order ending in 4950, we understand how important it is to feel safe and satisfied with your styling tools. We are sorry to hear that your tool may be defective, and we want to assure you that we are committed to your complete satisfaction. As part of our commitment, we will be happy to provide you with a replacement tool, in accordance with our Limited Warranty. You can find further details about our warranty here: ****************************************************?a=********************************************************* ensure your safety, we kindly ask that you refrain from using the tool. Your replacement will arrive soon. Any further usage of the defective tool may waive liability for any potential losses or damages.
  
  To ensure that your replacement is shipped to the correct address, we will send a follow-up email requesting the necessary details. We truly appreciate your patience and understanding as we work to resolve this matter for you.
  Once again, we apologize for the inconvenience, and we are grateful for the opportunity to address your concerns. If you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to help.
  
  

• Initial Complaint

  Date:01/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  L'ange Hair keeps texting me 3 or 4 times a day. I have emailed their customer support 4 times to request removal from their list. The number they use to text from does not accept STOP requests. The company has no customer service phone number. The number of texts is overwhelming. I just want them to stop contacting me.

  Business Response

  Date: 02/03/2025

  Thank you for reaching out to us, and we sincerely apologize for any inconvenience this may have caused. We understand how important this issue is to you, and we are actively working to resolve it.
  After reviewing your case, we see that you initially contacted us on January 22, 2025, requesting to be unsubscribed from our texting list. The representative who assisted you confirmed that your number would be removed, with a processing time of up to two weeks. You followed up on January 30, 2025, reiterating the request. As previously mentioned, the unsubscribe process can take up to two weeks to fully complete. We appreciate your continued patience as we work with our team to finalize your request.
  
  For immediate removal, you can also reply STOP to any of the marketing messages youve received. Please note, however, that unsubscribing via SMS will temporarily prevent us from responding to future customer service messages. To resume communication, simply reply START.
  
  We are happy to inform you that the removal has been completed as of today, February 3, 2025.
  
  If you have any further questions or need assistance, our customer service team is available via live chat, text, or email on our website. Our business hours are Monday through Friday, 8 AM to 5 PM EST. Please note we are closed on ******************************* Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
  
  For additional information, feel free to visit our *********** at ****************************************************.
  
  Thank you again for your understanding and patience as we worked to resolve this matter.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Lange glam wave January 7, 2025. The hair dryer was listed for 89 dollars. They were running a special for $79. Which included 3 hair products I paid by **************** for a total of $83.12 which included shipping. It was delivered January 11, 2025. After reading the instructions I realized it was to be used on dry hair only I needed a wet hair dryer. I returned the dryer on January 13th. I was instructed not to return the liquid hair products via website. I was informed that the dryer was only $39 and minus a $8.50 return label fee my credit to **************** would be $32.67. No where on their website is a hair dryer priced at $39. Their website has glam wave listed at $89. **************** does not have a phone number to contact a representative and I started a web chat, but was disconnected. Its impossible to reach a human being. Im requesting the balance owed which is &***** which accounts for the $8.50 return label fee. Their return policy is a scam.

  Business Response

  Date: 01/31/2025

  Thank you for reaching out to us. We are committed to ensuring our customers are satisfied with their purchases, and we sincerely apologize for any inconvenience this situation may have caused. Our team is actively working to resolve issues in a timely manner.
  
  We would like to remind you that our customer service team is always available to assist with any questions regarding our policies to ensure a smooth shopping experience. You can reach us through live chat, text, or email via our website. Our hours of operation are Monday through Friday, from 8 AM to 5 PM EST, and we aim to respond to all inquiries within 3-5 business days. Please note that we are closed on the following holidays: ******************************* Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For additional information, we encourage you to visit our *********** at ****************************************************
  
  After reviewing the order ending in 7962, we confirm that the GlamWave tool from the Glam Me Up Value set was returned and a refund of $32.67 USD was issued to the original payment method on January 13, 2025.
  However, we must inform you that, according to our return policy, we are unable to accept returns for liquid hair care products or accessories. We encourage you to review our full return policy at ****************************************************?a=Return-Policy---id--**********************
  
  Please note that the items in the value set are each listed with their individual value. Each item, including both the tool and hair care products, is priced separately, but the total price of the value set remains discounted. Items purchased directly from ************************** will be refunded once the return is accepted and processed. A return label fee of $8.50 will be deducted from the refund, and the original shipping cost is non-refundable.
  
  We understand your concerns and are here to help. However, we have identified an active chargeback on this transaction. As a result, we are unable to proceed with any actions, including reshipment, refunds, or store credit, until the chargeback is resolved or closed. If you choose to resolve the chargeback with your bank, please be aware that it may take up to six weeks for a resolution. Once the chargeback is closed, we would be more than happy to assist you further with any concerns related to the return of hair care products.
  
  We truly appreciate your understanding and patience as we work to resolve this matter. If you have any further questions or need assistance, please dont hesitate to contact us.
  
  

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22866969
  
  I am rejecting this response because:
  The cost of the hair dryer is $89 on website and now Im being told that it was only $39. On where on the website is there a dryer for $39. Im owed the balance of  $41.95 after the refund of $32.67. And the $8.50 return label 
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/06/2025

  Thank you for bringing your concerns to our attention. We understand your frustration and are committed to assisting you with this matter. However, upon review, we have discovered that there is an active chargeback associated with the transaction in question. As a result, we are currently unable to proceed with actions such as reshipment, refund, or store credit until the chargeback is either settled or closed.
  If you choose to resolve the chargeback with your bank, please be aware that this process may take up to six weeks. Alternatively, if you decide to close the chargeback, we will be more than happy to assist you with any concerns related to the return. 
  We kindly ask you to let us know how you would like to proceed, and once the chargeback is resolved, we will gladly address any further concerns you may have.
  We truly appreciate your patience and understanding as we work together to resolve this matter. If you have any additional questions or need assistance, please do not hesitate to reach out.
  Thank you again for your understanding.
  

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22866969
  
  I am rejecting this response because:
  I paid $79 for the wave dryer and only received a $39 refund plus a deduction of $8.50 for the return label. 
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/28/2025

   Thank you for reaching out. We understand your frustration and want to assist you. After reviewing your case, we found an active chargeback associated with the transaction is still open. Unfortunately, this prevents us from issuing a refund, reshipment, or store credit while the chargeback remains open, as it blocks the refund process in our system.
  If you resolve the chargeback with your bank, it may take up to six weeks. Alternatively, if you choose to close the chargeback, we can then assist you with any concerns regarding the return of the product.
  Once the chargeback is resolved, we will address any further issues, including processing a refund or assisting with the return. Please let us know how you would like to proceed, and we will support you through the next steps.
  We appreciate your patience and understanding. If you have any further questions, feel free to reach out.
  
  

• Initial Complaint

  Date:01/27/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2024 I purchased the Le Syliste hairdryer (order ********). By August 2024 the heating element failed and a replacement was sent under order ********. The heating element has failed again on this unit and I requested a refund. ****** is being denied as they say warranty does not apply to the replacement product. Neither item lasted more than 5 months and both have failed in 9 months total, which is still under the 1-year warranty.

  Business Response

  Date: 01/31/2025

  Thank you for reaching out and sharing your concerns regarding the Le Styliste from your order ending in 0733, placed on March 29, 2024. We sincerely apologize for any inconvenience you have experienced. While we understand that the warranty has been used, we are still eager to assist and find a solution for you.
  
  Please be aware that our one-year limited warranty covers tools against damage caused by faulty materials or workmanship. In the event of an issue, we offer a replacement product or store credit at our discretion. However, it's important to note that our one-year warranty is valid for a single usage only. This means that the warranty does not reset after a replacement has been issued.
  We see that you received a replacement Le Styliste under the order ending in 8972 on August 22, 2024.
  
  Upon reviewing your case and previous communication, we found that a resolution was provided, and you were issued store credit for a claim outside of the warranty period on January 27, 2025.
  We value your business and are committed to resolving any concerns you may have. For more detailed information about our warranty policy, please refer to the following link: *************************************************************************************************************.
  
  We appreciate your patience and understanding as we work together to find a solution. Thank you for giving us the opportunity to assist you.
  

  Customer Answer

  Date: 02/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the L'ange Le Vite Straightener Brush originally 08.09.23. That product started loosing prongs on 02.29.24. and a replacement was sent. Then that replacement started loosing prongs and was replaced 06.06.24. Then: that replacement started loosing prongs and one burnt my chest when it fell off. As you can see the product does not last. I can't continue this even though I love the product. Therefore I am asking for a FULL Refund NOT a store credit which is what they are offering. I had to keep following up with NUMEROUS emails asking where my credit was...

  Business Response

  Date: 01/09/2025

  We sincerely apologize for any inconvenience you may have experienced and appreciate the opportunity to address your concerns. Please know that we are committed to ensuring your satisfaction with your purchase, and our team is actively working to resolve this matter as quickly and efficiently as possible.
  
  We fully understand your frustration, and our goal is to ensure that you feel confident in your shopping experience with us. Our customer service team is always available to assist with any questions regarding our policies or to help with any issues you may encounter. You can reach us through various channels, including live chat, text messaging, or email via our website. Our customer service hours are Monday through Friday, 8 AM to 5 PM EST, and we strive to respond to all inquiries within 3-5 business days. Please note that we are closed on the following holidays: ******************************** Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For more information, please visit our ************ ****************************************************
  
  We are sorry to hear about the experience you had with the Le Vite, and we want to make sure we address this appropriately. Please be aware that our one-year limited warranty covers tools against damage caused by faulty materials or workmanship. In the event of an issue, we offer a replacement product or store credit at our discretion. However, it's important to note that our one-year warranty is valid for a single usage only. This means that the warranty does not reset after a replacement has been issued. For more detailed information on our warranty policy, please refer to the following link: ****************************************************?a=One-Year-Limited-Warranty---id--qjk7wCYrSsym2jfXeO2moA
  We also understand that the lifespan of a styling tool can vary depending on factors like usage frequency, maintenance, and storage. While our products are generally covered by the one-year warranty, these factors can influence the tool's longevity.
  
  Regarding your refund inquiry, please be advised that refunds are based on the original order, not the reshipment order. Reshipment orders are processed with a value of $0.00 and, as such, cannot be refunded. Additionally, our system restricts refunds for orders that are over 90 days old. Your original order was placed on August 9, 2023, and todays date is January 9, 2025, which unfortunately exceeds our 90-day refund policy.
  
  However, we would like to offer you a resolution. At this time, we can either reship the tool or provide full store credit for the amount you paid out of pocket for the Le Vite. We can confirm that you have opted for store credit in the amount of $59.00, which was issued to you on January 8, 2025. The store credit was applied to your account and is associated with the code ending in hpm9. Furthermore, we can confirm that the store credit was used to make a purchase on 1/8/2025, and the order number associated with that purchase ends in 3883.
  
  We sincerely appreciate your understanding and patience as we work to resolve this matter. Your satisfaction is very important to us, and we are here to assist you further if needed.