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:03/01/2023

  Type:Order 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 subscribed to esalon Feb 1 for $10.70 and received a dye for my hair that i did not like so I did not want to continue with them and I was done. I did not agree to the upcoming charges of $33.77. When I read on how to cancel it says I have login to my account, but when I use my emails to signin, it says I never signed up. I want my money back and my unannounced and unaccepted subscription canceled. I did not receive anything other than the first dye, so being charged $33 for nothing is unacceptable. Please delete my information.

  Business Response

  Date: 03/13/2023

  Hi *****, 
  
  Thank you for reaching out to us at eSalon. 
  
  It looks like the email you referenced is not what was used to create your account or where the account and order communications were sent.
  
  I went ahead and canceled your Color Plan, but I wanted to let you know that your latest order has already been shipped and is on its way to you. Once you get your color, feel free to return it within 30 days and Id be happy to give you a refund for your items. (Your refund will process within 10 days once we receive your return and we'll send an email confirmation once complete.) Simply write return to sender on the shipping label of your unopened box and your mail carrier will pick it up and take care of it!
  
  Also, since your color is made fresh it will last up to six months if unopenedso it might be nice to keep it in case of a color emergency down the road. Totally up to you. :)
  
  We've sent an email to you with the same information to both the email we have on file and the email here. If there are further questions, please feel free to reach out to us directly. Have a great day!

• Initial Complaint

  Date:01/05/2023

  Type:Order 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 was unaware I signed up for subscription. When I realized this I quickly called to cancel. I was told to return the product and I would get a refund. They claim they never received my item and refuse to refund my money. After looking at other reviews I see I'm not the only one that has had to deal with this. I truly believe this company is nothing but scammers

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 5, 2023/01/10) */ Hello *****, Thank you for reaching out. I am so sorry that you feel you are being scammed and can assure you we are not scammers. I can confirm the latest order has not been received yet. Typically the same tracking number will be updated when it is being returned back, and it will have a scan noted as "refused" or "returned to sender." Per tracking, the order doesn't show the order being returned back, it has no additional movement since being delivered on 11/12/22 to you. It looks like you've filed a charge-back with your bank, you will now need to go through them for any refund updates. Unfortunately, once a chargeback is issued, we are unable to issue any refunds on our end. You will need to reach out to your credit card company for any further refund updates. Please see our terms of use for further details on our return/refund policies: **************************** We hope this information is helpful and I apologize for any confusion or inconvenience.

• Initial Complaint

  Date:12/06/2022

  Type:Delivery 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.

  Purchased hair color, which was charged to my card on file on 11.28.2022 in the amount of $34.13. Product indicated on their website that it was delivered on 12.2.2022. It was not. I was a loyal customer for more than 10 years. I emailed eSalon. No response. I chatted eSalon. All they could do was issue a replacement (I've already purchased and used color from another company). I emailed again. No response. I called and finally reached an employee who said they couldn't issue a refund, they could only mail me a check (this is 2022, not ****). I reminded them that I didn't receive the last thing they mailed. The person just continued to repeat that a check can be mailed. I asked for a supervisor and was told that someone could call me tomorrow. I again asked for a supervisor and was told that the supervisor told them to mail me a check. I again asked for a supervisor and was told they "just went home". Right. After almost 15 minutes on the phone, I finally lost my temper. The "customer service" agent then hung up on me.

  Business Response

  Date: 12/14/2022

  Hello *******,
  
  Thank you for reaching out to us at eSalon. We're so sorry to hear of the troubles with your order.
  
  It looks like your order was delivered to the address provided. We cannot refund orders delivered and not returned to us, but rather we can offer a replacement or eSalon credit towards a future order. An exception has been made, being that you've declined both of those options and due to the issues refunding to the card on file as we advised of on your call with us, we've submitted a request for a mailed check to be sent to you. Please look to your emails for more information on this as we've sent you a follow up.
  
  If there are any questions, we encourage you to contact us at *****************:00 am - 5:00 pm, Pacific Time, Monday through Friday.

  Customer Answer

  Date: 12/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was a customer for more than 10 years with no issues. This item was not delivered to me and there is nothing wrong with my credit card. The company had no problem charging me. I was promised a mailed check over a week ago and have received nothing. I have also received no direct contact of any kind from the company. All they have offered have been empty platitudes and the theft of my money.

  Business Response

  Date: 03/29/2023

  Hello *******, 

  Thank you for reaching out to us at eSalon. 
  

  We have reached out to you directly to confirm some information to proceed with this matter. Please be on the lookout for our email to you as we hope to resolve this matter shortly. 
  

  Should you have any questions or concerns, please feel free to reach us at ************* Mon-Fri 8a-5p PST. 

  We look forward to speaking to you soon!

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19319050
  
  I am rejecting this response because:

  The company has not reached out to me at all, although I did finally receive a refund check. They continue to be dishonest in their communications. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/04/2023

  Hello *******, 

  Thank you for your response. 

  In reviewing your account, we can confirm a representative reached out to you via email on 3/29 to confirm your refund check had been issued. We apologize that you did not receive this response. 

  We are reaching out to you in a separate email to confirm. If you happen to have any additional questions or concerns, please feel free to reach out directly. Thank you! 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19319050
  
  I am rejecting this response because:
  While I did, indeed, receive a refund check, eSalon has nade no attempt to reach out to me. They have not sent any emails to me at all in 2023.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/21/2022

  Type:Delivery 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.

  In November of 2021, I returned a product purchased from *********** I confirmed with ********* customer service that I would receive a refund for the product. I received an email a full year later in regards to my return and they told me that they are now unable to issue a refund since it is past 30 days (the window in which they usually offer refunds). I sent the return within the window and it is their fault that they are only just now getting around to processing the return. They are refusing to give me a refund, which is against their policy and I believe against California law. Here is the tracking number (which expired a long time ago since tracking numbers are only good for 120 days): XXXXXXXXXXXXXXXXXXXXXX.

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/21) */ Hello *******, Thank you for reaching out. According to your account, we have received your returned Light Set from October 2021 and we are unable to refund this to your method of payment. We do apologize. I recommend looking out for the email sent notifying you that we have placed a credit to your account in the amount of the product. This credit will never expire and can be used towards any item on our eSalon.com site (including the Brands We Love items). Please reach out to us for further assistance.

• Initial Complaint

  Date:08/06/2022

  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.

  On July 26, 2022 I prepared my root hair color as I have done since my auto shipped orders began 2013. To date 195 orders. I mixed the color it was black and the bottle warm this was not normal. I did not apply. ( I believe it would have burned my scalp) I left the container in the bathroom sink. I had another box which I mixed and when the color was as usual I applied. Within 15 minutes of completing my application I began to clean up the products. I walked out of the bathroom to set my timer get a larger garbage bag when I heard a loud pop and bang. The first color dye exploded like a rocket and spun around airborne before landing on the floor leaving a huge circle of hair dye from the sink to the floor, walls, door, ceiling and mirror. The top did not come off but continue to erupt like lava out of the container. I have pictures and videos some I emailed to Esalon. I immediately contacted customer service while my two daughters began cleaning up this disaster which ultimately stained my grout, walls, ceiling and door in the bathroom. We need to repaint the entire bathroom. When I reached customer service I asked for a manager explained the problem and was told a manager would call me back. This did not happen. customer service called me back noted my situation canceled my account and explained all managers were away to expect a call back from a manager. That did not happen so I called over the next few days requesting contact information for a manager supervisor and was told the case was under what would be a very long review and not to expect any moneyTo cover the cost of the damages. I have not been able to reach anyone since and remain completely disregarded. I have been a good standing client since 2013 with 195 orders on my account. I tried to discuss being compensated for the remediation which is reasonable considering I am not responsible for this damage from their defective product. I request to be compensated for the supplies and service to paint.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/09) */ Hi ****, We're reaching out to confirm a full refund for your eSalon order was issued. Furthermore, since you previously mentioned that legal action will be taken on your behalf we are unable to provide any further information. All communication will be made via your lawyer. We appreciate your understanding. Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason for my complaint against Esalon was to recoup the financial damage their hair product caused in my bathroom. The hair product exploded after mixing and stained walls, ceiling, doors, trim and grout. I have to repaint everything mentioned and am expected to incur the costs according to Esalon they will not cover the cost but refund my last order. That is not acceptable. I am appalled at the lack of Esalon's professionalism, the disregard for such an incident from the corporate office and their inability to resolve this matter by covering the costs of damages. I have been a client since 2013 with color orders amounting to 195, which does not seem to mean anything to Esalon. The only good thing is that when the product turned black which is not the usual color after mixing and it felt warm through the container I did not apply it to my roots. Esalon should do everything possible to understand why this happened to avoid it ever happening to someone else and having physical damage to address as well. Business Response /* (4000, 9, 2022/08/18) */ Hello ****, Thank you for reaching out to us at eSalon once more. As mentioned prior, we completely understand your frustrations but we can no longer communicate in regards to your experience. Any questions, concerns or communication at this time must now go through your lawyer being that you sought counsel. We have no additional information to provide. Thank you for your understanding.

• Initial Complaint

  Date:06/24/2022

  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 order hair color from eSalon on autoship. First they tried to charge me for two ************** that I removed from the autoship, so I called them and was told I would be refunded the cost. Then they decided to charge me the same amount anyway. They are charging me $51.84 for a $24 hair color. I called a second time, and ******* at first claimed they were not charging me that amount, and then when I told her I could see the pending charge on my credit card, claimed it would be corrected to the correct amount. Refund me the extra cost and stop trying to add on extra charges every month.

  Business Response

  Date: 06/24/2022

  Hello *******,
  
  My name is ******* and I'm reaching out to you from eSalon.
  
  It looks like you've reached out and spoken to us directly via phone in regards to the refund for the additional items that had not been removed from your account prior to your order processing. As confirmed in that call, those additional products will not be included in the order or future orders as they have been removed and your refund is processing.
  
  You're more than welcome to reference the email sent from us on June 22nd, 2022 to view the total of your refund and the transaction ID as needed. As advised in that email, it can take a few business days for your refund to process on your bank's end.
  
  If there are additional questions or concerns, please let us know. Thank you.

  Customer Answer

  Date: 06/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You never sent me an email or a refund. I can see the full amount charged on my card, no refund. Refund me the extra charge or I will dispute it with the credit card company. I called you twice about the same issue, and you sent the attached email with the 2x charge listed as a total the day after I called you.

  Business Response

  Date: 03/20/2023

  *******, 

  Thank you for reaching out to us at eSalon. 

  In reviewing your account, we can confirm that a refund was processed on our end for the removed items on June 22nd, 2022. There are currently no haircare products on your Color Plan. 

  If you have still not received this refund, please contact your bank for further assistance. 

  If there are any other questions or concerns, please let us know. Thank you! 

• Initial Complaint

  Date:05/31/2022

  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 assumed when I chose my main hair goal with their customized haircare that it would be a purple shampoo and placed an order for an auto-ship customized shampoo. I went back on their website and did a little searching only to find that they don't make purple shampoo, so I promptly emailed customer service and told them to cancel my order as the shampoo was not what I wanted or needed. This was only 3 hours after placing the order. I emailed them for 4 days straight about cancelling the order and literally never ever heard back from them, nothing! Then just now, I receive an email that the order I had been telling them to cancel for 4 days had shipped! How unprofessional to blatantly ignore someone!

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/07/13) */ Hello ********, Thank you for reaching out to us in regards to your order. In our email responses to your request, we advised you were able to return the order as it had shipped and could not be cancelled. Your returned order was received and you were refunded, as requested and promised. We've sent you an email confirming the refund so please keep an eye out for the confirmation email that was sent both last week and just now as a follow up. If there are any questions or concerns, please let us know. Thank you. Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please resend confirmation of refund for my records. I have never received any sort of confirmation of refund as stated - not the one you say you initially sent or the one you say you sent as a follow up. Neither have ever made it to my email and I do check my spam multiple times a day. And as a note, this claim was filed in May... It is now July. I highly doubt it took a month and a half for you to receive my return, I should have been sent a refund confirmation way before "last week." Business Response /* (4000, 9, 2022/07/25) */ Hello ********, As requested, the refund information has been re-sent to your email on file. For any questions, please respond directly to the email sent to you for a faster response. Thank you. Consumer Response /* (4200, 11, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not the full amount, including shipping it came to over $17. I emailed less than 3 hours after making the order that I wanted it cancelled then continued to email for 4 days straight... I expect the full amount refunded. Business Response /* (4000, 13, 2022/08/11) */ Hello ********, Thank you for reaching out to us at **** once more. Shipping on ****** site is free for all of our clients. It looks like the rush processing was added at checkout which is what moved your order up to the front of the line for processing and formulation. Being that your order was rushed it was created, completed and we were unable to cancel it as you're aware. There are no additional refunds that can be given for the order. Should you have any questions, please respond to the email we've sent you directly. We're able to respond in a more timely manner via email. Thank you.