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:04/09/2025

  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 ordered from this website. I chose a more expensive option because I didnt wanna get hair color in the mail every other month I wasnt evensure if I was gonna use the one I was ordering. I did not even create an account and these people are charging me again. Im having to dispute the charge. I have no way of contacting them through my account because I dont have an account and what a bunch of scammers! I would have never subscribed to freaking hair color. I wasnt even sure if I was gonna do it myself which I did not. Its still sitting in my closet. It is so disheartening that you can literally not even order anything anymore without being scammed.!

  Business Response

  Date: 04/15/2025

  Hi ********,

   

  We truly appreciate your feedback!

   

  Upon reviewing your profile, we see that you have already worked with one of our Color Experts to resolve your concern.

   

  Please let us know if there is anything else we can do to help!

   

• Initial Complaint

  Date:02/05/2025

  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.

  Hello and thank you for helping me work something out so I can mentally be okay and because the $200 they took out my bank account wasn't given permission , I had 2 other bills be declined and late feel added on to that it's been such a stressful nightmare it's heartbreaking I ordered first time and I was so excited I never been to real salon cuz money is tight , so was excited hair dye came I dyed hair right away and was so sad every time I checked to see if hair was ready it never changed color it absolutely did nothing so I cancelled I then went to pay bills next month after and was declined for 2 bills so now I even have late fees on already to much to handle so I called them back they said sorry give another chance we'll connect you to colorist to get right color and give you December ?? box after a couple days I just decided to cancel all together well they said it was mailed out so when package came just write return to sender and I'll get refunded when they receive package that was Nov 7 th it was in ********** and at eSalons post office and were they mailed it to me from so do they have a ?? office box that's why it sat there all.ost 3 months? I have the **** that they have it 3 months at there post office. And I deserve my refund it's been some of most stressful times with my family going thru hardest times and now I can't even pay my bills and feel present with my family that need me please help me so this doesn't happen to anyone else , they just took $200 for my bank account it should be arrested for theft and all stress and heartbreak iv went through and works it **** now too I was so close now I'm double what they took from me please help me and I'll do whatever needed to anytime any quality or info needed okay thank you so much

  Business Response

  Date: 02/19/2025

  Hello *****,
  
  Thank you for reaching out to ***
  
  I do apologize for any confusion! We have replied to multiple of your emails and also given you calls and have yet to receive any response. You may need to check your spam/junk mail and see if our replies have been going there. We are needing you to confirm your address, so we can have a check mailed to you for your refund. 
  
  Please reply to our latest email and we can help further assist. 
  
  Have a great day! 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22902642
  
  I am rejecting this response because:
  They made no offer to refund me and said they send many emails and calls and I can proof neither happened I'm asking for full refund I sent package back Nov 15, it arrived back to ********** they business address that was on package Wrote Return to sender just like they said to do and I track package they received 3-4 months ago please this has been so horrible for me how can they lie and drag this stress out on me I already have severe depression and I'm disabled I need them to repay as they agreed when did they send an email to me or called? What number they call from I'll answer everyday tell I actually receive a call or email please 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/26/2025

  Hi *****,
  
  Since you are not receiving any of our email responses please give us a call for further assistance. Please call us toll-free at *****************:00 am 5:00 pm, Pacific Time, Monday through Friday at your earliest convenience.
  
  We look forward to speaking with you soon.

• Initial Complaint

  Date:02/05/2025

  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 never received a single salon order (of two). I have gotten requests for reviews - but have nothing to review as I have never gotten an order. Also, never got any response to my messages regarding no produce received even though I was charged/paid for product. The amount I paid for these products was about $105.00. According to the post office I received these products, but I never have.

  Business Response

  Date: 02/05/2025

  Hi *****,

  We value your feedback, and truly appreciate you reaching out to let us know about your concern. We have reached out to you via email to discuss this matter further, and see what we can do about remedying this situation. Keep an eye on your inbox for more details.

   

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising 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.

  9/5/24 I discontinued my orders.I moved. I do not require auto shipments.I will reorder when I decide to reorder.Please stop sending product.

  Business Response

  Date: 09/09/2024

  Hello *******,
  
  Thank you for reaching out to us. 
  
  We have gone ahead and emailed you to help further assist with turning off your Plan. 
  
  We look forward to speaking with you soon! 

• Initial Complaint

  Date:01/31/2024

  Type:Billing 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 looked at this website and must have given them a credit card number but did not make a final purchase. I never received anything from this company and they have been charging my credit card about twice a month since August 2023. I've read other complaints online now saying it is a scam.

  Business Response

  Date: 02/01/2024

  Hello ****,

  Thank you for reaching out to us.

  I apologize for any confusion! When you made an order for the first time on our website, there was the option between the single order, or the enrollment to our plan by placing the first order at a promotional price. We refer to this automatic delivery service as your Color Plan during checkout. 

  We also make sure to send clients an email reminder to the email provided to us when creating one's account, 5 days prior to processing their order to make sure there is time for cancellations or adjustments.

  Your Color Plan is super flexible, so it can be paused, skipped, or turned off at any time through your account or by giving us a call. The best part about a Color Plan? You save 20% off of every order, including hair care products.
  
  I have received your request and turned off your Plan, so there will be no additional charges.

• Initial Complaint

  Date:09/13/2023

  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.

  Spent iver 5 months plus (3 IGK box colors ***** ea, 3 glaze gloss color ***** 18 dollars each, 2 purple masks 25 each, 1 igk purple shampoo 27, 1 IGK Purple conditioner 27 dollars, 2 LOral box dyes ***** each, 1 overtone platinum kit 30 dollars, 1 igk purple spray *****) with tax comes to just under $300. Took 10 hours. Will take 5 to fix. See photo pink shirt color before, other 2 color after. I sent ****** photos & exactly what I wanted to accomplish. They told me the highest I could get was a 9 or **** and I specified ASH (based on my *********** color that is the best shade tone for me). A few days later overtone lightener kit came out which I bought. So I waited 4 weeks after the esalon kit arrived, to ensure no hair damage. On Sunday Sept 3rd at 11 am I put the ESalon color in, followed the directions & after I removed the towel HOWLED in horror. My hair was brownish blonde. I sent eSalon an email as they are not open in weekends & no one responded. I then call them. Their response is why Im seeking what Im seeking. The rep said we dont sell products that lighten hair I see the ********** sent you what would be the color to match your roots to avoid hot roots. But thats not what was discussed or explained to me. I would have cancelled my kit & figured out a different route, but ****** took that option away & in 35 minutes all my hard work gone. They even suggested I buy a clarifying shampoo to remove the dye. I realize this is just hair. I suffer with depression & felt so proud to have done this myself. ****** could care less. So I need to pay more money to fix your mistake. I paid ***** which was refunded, they sent me a color that is 1 shade lighter than what I have. But, the point is none of this would be necessary if they had just said cant do what you want, but they didnt do that. See the two pics with the wrong color. Seeking $450 (300 spent + 150 fix), $247.95 = 15*16.53/hr for time spent + fix their mistake. Total $697.95.

  Business Response

  Date: 09/13/2023

  Hello *****, 
  
  Thank you for reaching out to us at eSalon. 
  
  We're sorry to hear of the issues you're having with your eSalon color. It looks like you've recently spoken to a representative and you were refunded for that order entirely (the $11.77 cost as there was no other product purchased with us) with a reformulation sent to you at no cost to help with the fix for your hair. It's that this fix not be applied until your July color had washed out. This reformulation shows to have been delivered via **** today, September 13th, 2023 as it was processed when we spoke to you on September 6th regarding your color. 
  
  As the colorist advised via phone, haircolor is not bleach and will not significantly lighten your hair. Please do not apply the reformulation until your current color has washed out. 
  
  Should you have any questions or concerns, please feel free to reach us Mon-Fri 8a-5p PST at *************. Thank you! 

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20597083
  
  I am rejecting this response because: The original color sent was not what I asked for and not what was discussed, you stylist should have told me that there was no way to reach my desired color and refunded me my monies, but instead you sent me a color which was not going to satisfy my requirements instead of allowing me to reach my color goals you set them back three months. Cost to get me to the color I was before the error on ESalons part 300 dollars time to get me to that color 10 hours at ***** per hour. I am in the middle of interviewing for high paying positions and the color I was, was a real boost because I got myself to that color, I LOVED that color and only wanted to go one stage lighter. Which is what I THOUGH ESalon was going to do, instead you took me back 2.5 colors.  I hate this color, its the wrong shade for my skin tone, and makes me look washed out and tired. Not a good look for a video interview.  I now have to wait two weeks for that disgusting color to wash out. Or as your unsympathetic stylist stated I could by clarifying shampoo, which I am not excited about using and it stripes out the hair, And further antagonized me by suggesting I pay for your mistake. It will cost me around 150 dollars to fix YOUR mistake, plus my time.  So my original statement stands, look at the photos I provided. I want 450 for the original color that your garbage color ruined and the lost of time 10 hours plus another 5 to fix it ****** for a total of $697.95 to pay for your ruining my hair color and what it will cost me to fix your MISTAKE.

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

  Business Response

  Date: 09/18/2023

  Hello *****,

  Thank you for your response.

  If you would like to further discuss options please feel free to contact us at ***************. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20597083
  
  I am rejecting this response because, I have spoken to one of your reps, I emailed twice and never received a response, which is why I called. I then did what you asked in response to my complaint and sent a third email reaching out to discuss options, thus far no one has responded.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/17/2023

  Type:Sales and Advertising 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 placed an order 2 days ago and asked for a refund after reading the many bad reviews online. I never received an email that the product shipped (because it didn't). I asked for a refund of my purchase yesterday and I got an email back stating confirmation of that but they left out the shipping cost included in the total. That makes sense because the item didn't ship. They charged my credit card this morning the full cost plus shipping. I have yet to receive my refund. I am now expecting that they will credit me the full cost plus shipping. I will also note that phone call I had with the customer service clerk was very short and they didn't even ask me why I wanted a refund or anything. All I want is my money back in full.

  Business Response

  Date: 08/22/2023

  Hello ******,

  Thank you for reaching out to us.

  Upon reviewing your profile, we see that you have already worked with one of our Color Experts to resolve your concern via email.

   Please let us know if there is anything else we can do to help!

   

  Customer Answer

  Date: 08/22/2023

   
  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:06/27/2023

  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.

  There is no clear way to cancel this plan. They do not clearly tell you are subscribing for 4x the cost of the promotion.I tried to cancel and was told I would receive a Confirmation email. Never came.I want to cancel immediately.I want a Confirmation they are cancelling. Very unethical way to do business.

  Business Response

  Date: 06/28/2023

  Hi ******, 
  
  Thank you for reaching out to us at eSalon. 
  
  It looks like you had spoken to a representative to cancel your subscription and we confirmed then on June 26th, 2023 that it was cancelled. 
  
  It also looks like you sent a follow up email this morning and we've responded to your email once more confirming the cancellation as well. 
  
  Additionally, you're always welcome to log onto your account online. There, you can see your account status, your order information and other account details.
  
  Please let us know if there are any additional questions or concerns, thank you! 

  Customer Answer

  Date: 06/28/2023

   
  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:05/09/2023

  Type:Billing 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.

  ESALON has been charging my credit card. I have tried every which way to cancel-there is no number and every time I email them, I get the same response. "We have sent your request to our stylist"I want to cancel!

  Business Response

  Date: 05/23/2023

  Hello ********,
  
  Thank you for reaching out to us at eSalon. 
  
  We are so sorry to hear that you did not receive our email replies on 5/1 and 5/3. We recommend looking into your junk or spam folders in case our email replies are going there.
  
  We're happy to cancel your Color Plan, however, we are unable to locate your eSalon profile with the email address provided. Did you use a different one to create your account? 
  
  Please respond with the email address on your eSalon account, along with your full name and zip code, and well be able to assist you from there.
  

  We look forward to hearing from you.

• Initial Complaint

  Date:05/08/2023

  Type:Billing 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 ordered a product back in February and did NOT sign up for auto renewals. My credit card was billed for an autoshipment of $34.03. After researching this I discovered that there is no way to turn off auto renewals in my account. Also back in 2016 I EMAILED THEM TO TELL THEM I DID NOT WANT AUTO RENEWALS. Back then they billed an autorenewal twice even though I did not sign up for it then either. I called them today and they told me that I had to return the item and they would deduct shipping. Since I did not want this or order it they should immediately refund the FULL amount. Also, my account shows a **** shipping number, but **** says they haven't received the item yet. This whole thing looks like a scam. No wonder they only have 1 star out of 5 from customers. I had forgotten how much I hated this company back in *********************************** February 2023. Refund the FULL amount. Do NOT ship ANY more product. I will not be buying from you again.

  Business Response

  Date: 05/18/2023

  Hello ***, 
  
  Thank you for reaching out to us at eSalon. 
  
  It looks like you have two accounts with two different emails. We've reached out to you directly with the details of your account(s) information but if you were logging into your previous account OR had an order already in process (like your May 1st, 2023) order, you would not be able to cancel - you would need to call in as you did a few days after your May 2023 order had processed and shipped.
  
  We've refunded you for the order and as advised on our policy (always available on our site) shipping is non-refundable. We can confirm BOTH accounts are now inactive and no future orders are to be sent. 
  
  If there are any questions or concerns, please let us know. Thank you!