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:03/24/2025

  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.

  I made a puchase on 3/7/2025 with Order no HDC17302681PD.The item is marked as delivered but I havent received it. On reaching out to customer support; they couldnt provide me a delivery photo showing my house number. Sent me a random photo which I dont recongnize. On pushing futher ; customer support agent said he is checking ****** photos and my house door color matches the delivery photo he shared. I responded that all houses in our community of 100+ houses have same door color; so unless theh can show me delivrery photo showing house#; I wont accept their evidencr.All I asked was to just replacement; didny need refund.Such a horrible business with such bad ethics ; how come they are running a company for baby products.. Shame on all people working there if they cant resolve my issue as a parebt

  Customer Answer

  Date: 03/24/2025

  Added my ful name

  Customer Answer

  Date: 03/28/2025

  My name is Gai ******

   

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention. Were truly sorry for the inconvenience and frustration this experience has caused you.
  
  We understand how important it is to receive your order, especially when it involves products for your family. After receiving your report, our team promptly opened an investigation with *****. Based on their internal records, including the delivery photo provided, they confirmed that the package was delivered to the correct address. The photo also matches the features visible at the delivery location.
  
  That said, we recognize that this experience has not met your expectations, and we appreciate your patience as we worked through the matter. We are making an exception and sending you a replacement order at no cost. 
  
  To help ensure a smoother experience with future deliveries, we recommend setting up a free FedEx Delivery Manager account. This service allows you to receive real-time delivery updates, provide specific instructions to your FedEx driver, and even customize delivery times or locations for added convenience and peace of mind.
  
  We truly value you as a customer and hope to restore your confidence in our service.
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23103124
  
  I am rejecting this response because of insufficient evidence presented by ***** to Honest company and Honest providing it to me.

  The delivery photo provided was circumstantial meaning it prove 100% with surety that item was delivered at my house. 

  That being said my replacement order as per my right was created and it was cancelled. Can you send the replacement again and share trackjng details  

  
  Sincerely,
  
  Gai Gautak

  Business Response

  Date: 04/01/2025

  Hi Gai, 

  Our investigation with ***** is an internal claim with them and their system. They only provide back to us the factual findings. We apologize that it's not more transparent and encourage reaching out to ***** for more information on their internal claims process. We will share your feedback with ***** regarding your experience with their delivery services. 

  We did issue you a replacement order, however yesterday 3/31/2025 you reached out to our customer support team and requested a refund for the original order. We promptly replied, canceled the replacement and issued you a full refund for you original order back onto your payment method ($119.58). Please allow several business days for your bank to settle refund. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23103124
  
  I am rejecting this response because I reached out to ***** and they suggest to reach out to merchant & ask them to file a claim; something merchant should have selected during shipment

  Want to ensure Honest is really honest with other customers and they think about the horrible customer services they may face

  
  Sincerely,
  
  Gai Gautak

  Business Response

  Date: 04/03/2025

  Hi Nat (BBB) and Gai, 

  Here is some additional clarification regarding complaint ID ********.

  At The Honest Company, we take great pride in helping our customers and strive to resolve every issue with transparency, compassion, and fairness.
  
  Upon being notified by the customer that their package had not been received, we immediately began an internal investigation with our shipping partner, *****. As the merchantbut not the carrierwe are unable to proactively file claims or begin delivery traces without first being contacted by the customer. Once the customer reached out, we promptly initiated a trace with ****** who concluded the package had been delivered to the correct address, including providing a delivery photo consistent with the communitys features.
  
  Despite this confirmation, we made an exception and created a replacement order at no cost to the customer. However, the customer later contacted our support team and specifically requested a refund instead. Per that request, the replacement was canceled, and we issued a full refund of $119.58 to the original payment method on March 31, 2025.
  
  We have followed all appropriate procedures and gone above and beyond to offer a fair resolutionincluding honoring their refund request. At this time, we consider this matter fully resolved.
  
  We appreciate the opportunity to respond and will continue to use this feedback to strengthen our customer service.
  
  Sincerely,

  
  Customer Experience Team
  **********************

  
  

• Initial Complaint

  Date:03/20/2025

  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 returned my entire order using the return label that they provided to me. After a few weeks, i realized they had not processed the refund. I reached out and they said they would process the refund for me. I then received a very rude email stating that they only gave me one shipping label and suggesting that I did not put all items in the box. This is absolutely absurd! I took it upon myself to purchase a large enough box to return the items and had to practically play tetris to ensure all items fit. Why? Because they only gave me one label. How is it my fault that they only issued one label? I did everything properly on my end but The Honest Company is giving me the run around- their return policy states that refunds will be processed in 5-10 business days but mine is past that. You guys are a Baby Company - Do better !!! They should be called The Dishonest Company.

  Business Response

  Date: 03/20/2025

  Hi *****,

  
  Thank you for reaching out and sharing your experience. We truly appreciate your feedback and sincerely apologize for any frustration or inconvenience caused during the return process.

  It is our standard practice to verify that all returned items have been received in our warehouse before processing refunds. After reviewing your case and connecting with our warehouse team, we have verified the returned products and issued a refund for the full purchase amount of $297.73 to your original payment method. You should see the funds reflected in your account shortly, depending on your banks processing times.

  We apologize any miscommunication along the way. If theres anything else we can do to assist you, please dont hesitate to reach out. 

• Initial Complaint

  Date:02/05/2025

  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.

  On January 30 2025, a fraudulent order was placed to this company using my name and my card information, for the amount of $476.16. After repeated attempts to contact this company, I finally got someone who said that the order had been canceled and the money "returned " to my account at 7:57pm on the same day it was stolen. It is now February 4 2025 and I have still not received my money back. I have made multiple attempts to contact this company and spoke to the same person that assured me it had been "returned" to my account, but now she says it may take up to 7 days for me to get it back, if at all. JUST GIVE ME MY MONEY BACK!!!!!!!!!!!!!

  Business Response

  Date: 02/05/2025

  Hi ******, 

  We apologize that you had fraud on your card. After further investigation, this transaction/complaint is not for The Honest Company but for Honest Baby Clothing, which operates separately and we do not share any financial information. Unfortunately, that means that we (The Honest Company) can not check on the status of or issue you a refund for Honest Baby Clothing. 

  I have included their information below:
  
  Mon-Fri: 8am - 4pm EST
  ************
  *********************************************************************************

  Respectfully, 

  The Honest Company

   

• Initial Complaint

  Date:05/15/2024

  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.

  Transaction date: March 29, 2024. Company name: Honest Concept *********** *********. Order #***************. For model airplane kits (4) which I never received.Upon trying to contact the seller via email, 1 email address ********************** given for customer service comes back "undeliverable". The other email address ************************ will accept emails but then weeks go by without any kind of response. I've sent 3 emails now asking about my order and when I can expect to receive my product and have not gotten an answer. Also, there is no phone number at all on any of the paperwork I have.

  Business Response

  Date: 05/15/2024

  We're sorry for any confusion, however, The Honest Company is in no way affiliated with Honest Concepts and we would not be able to assist with the complaint. We're sorry to hear about the consumer experience and hope they're able to find a solution. Please remove this post from our account. 

• Initial Complaint

  Date:01/17/2024

  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 placed an order (#******) on 10/19/2023 and upon its arrival two of the items I ordered were missing. I emailed the company to let them know about the issue with my order and received an automated response that I should expect to hear back within 1-2 business days. After nearly a week without a response I contacted the customer service phone line but was unable to reach anyone as the line redirects to a voicemail box after 3-4mins. I left a message that included my name and number but did not receive a call back. (Based on other reviews this appears to be a pattern) I ultimately decided to involve Cash App (balance used for order purchase) by placing a transaction dispute due to the lack of response from the Honest company. After two weeks I finally received a response via email stating that the missing items I ordered were out of stock and they offered to refund the entire order. I was pleased with this resolution and I communicated this to Cash App, however I did not receive the refund. I contacted Honest to ask about the refund and they responded that it was unsuccessful due to the ongoing dispute. The dispute was finally closed by Cash App on 12/4/2023 and was denied. I requested information from Cash App to further understand why the claim was denied but Cash App did not provide any information. I communicated with Honest via email to let them know the dispute had been closed but I did not receive a response or the expected refund. On 12/20/2023 I sent a final email to Honest in attempt to allow them to resolve the issue but as of 1/11/2024 Honest has not responded or sent a refund. This is not okay.

  Business Response

  Date: 01/19/2024

  We are terribly sorry this valued customer had such a negative experience. This is certainly not the level of customer service we aim to provide, and it seems that this was a rare occasion where we missed the ***** Unfortunately, the items missing were unable to be fulfilled and we issued a refund on 11/10/2023. However, since the customer had filed a dispute with Cash App, the refund was unable to be processed. The requested charge back was for the entire order, not only for the two missing items which is why the dispute center returned to Honest Baby Clothing the funds for the items that were successfully delivered to the customer. We were happy to be able to provide the customer with a refund once the dispute was marked as resolved. 

• Initial Complaint

  Date:01/17/2024

  Type:Product 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.

  Have been using Honest Diapers for 1 year with no issues. Ordered size 4 diapers, 120 Count box, on 11/03/23. Opened the box 12/24/23, and discovered that the diapers are not properly separated: every time I open one to put on the baby, it tears and the frills that protect from leaks rip off, even if I'm very gentle. Contacted Honest Company 1/4/24, and provided all the info they requested about lot numbers, receipt, etc. On 1/9 I was issued a credit of $12.99. I spent $41.78 and the diapers are faulty, $12.99 is not a fair refund. I would like another box of diapers or a full refund.

  Business Response

  Date: 01/18/2024

  At The Honest Company, we take pride in our customer service and we're appreciative of this member's reach out and sharing their experience. We'll be looking into the events of their concern and plan to contact them today with an amendable solution.

  Customer Answer

  Date: 01/22/2024

   
  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:12/29/2023

  Type:Customer Service 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.

  On December 14, I was refunded for 1 item worth $9.03, but not for the other 7 items that were in the same package. The order was returned within the return window, items were never warn, tags still on. I understand and am willing to pay for the return label however I'm not ok with not being refunded for only 1 item. I have reached out several times to no availability. The automated email response from the company states that the customer service team will be in contact within 1-2 business days and that is not the case here. I simply want what is rightfully due to me based on their return policy, which I followed.

  Business Response

  Date: 01/22/2024

  We apologize for any delay in responding to the consumer's request. Their purchase was made through our sister-company, Honest Baby Clothing. We will work directly with their team to make contact with the consumer to determine an agreeable solution to this situation. 

  Customer Answer

  Date: 01/24/2024

   
  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:11/08/2023

  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.

  The date of the attempted transaction was October 29, 2023. I was trying to buy baby clothes and the site wouldn't take my credit card. I then tried two other credit cards. They didn't work, and something didn't feel right about the site so I gave up. Two days later my credit card information was stolen and all three cards were used. My bank thought it was fraud and alerted me. I attempted calling the phone number on the website, but no answer, no call back.

  Business Response

  Date: 11/14/2023

  ******** contacted us on November 8th to let us know of a potential cyber security threat. We investigated the situation and discussed via email with her later that day that her information was never entered on our site. We also spoke with her on the phone on November 13th to ensure she had been taken care of. ******** confirmed that she was satisfied with the assistance provided.

  Customer Answer

  Date: 11/16/2023

   
  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:11/07/2023

  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 placed a clothing order on Sunday, October 29th. The order number is ******. It had standard shipping at 3-7 business days. Seven business days have gone by, and my order has not shipped. I tried sending an email, with a promise I would receive a reply within 1-2 business days. I did not. So I called the customer service number. The first time I received nothing but the option to leave a message. The second time I requested a callbacka callback that would hold my place in line. No call came. So I called back.the business closed at 4 PM EST. How do you close when you still have promised callbacks relative to a line of customers who are waiting? Since customer service is impossible to get ahold of in a timely, respectful fashion, I would like to cancel the above order and receive a prompt return of my money.

  Business Response

  Date: 11/10/2023

  We are sorry to hear that we missed the ***** and this wasn't taken care of in a more timely manner. This is not the customer service we aim to provide, and we made sure the customer was taken care of. The customer first emailed us on November 5th , and we responded on November 8th with a solution. The items were delivered on November 9th.

  Customer Answer

  Date: 11/14/2023

   
  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:10/26/2023

  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.

  We purchased this diaper bag from Buy Buy Baby approximately 2 years ago. This was marketed as a Vegan Leather Bag made to look very high end and came with a rather high price tag. The bag has since fallen apart there are reviews showing exactly this. I am not pleased with the response given by Honest ****** Services that this is normal wear and tear and that I should take it to a shoe or bag repair shop.

  Business Response

  Date: 10/27/2023

  We deeply appreciate the consumer reaching out to us and sharing their concerns about their purchase of the Honest Diaper bag. We genuinely understand how disappointing it must be to find the bag in less than perfect condition. While we strive to deliver products that meet our customers' expectations, we unfortunately don't offer a lifetime guarantee. While we may not be able to provide a replacement, we genuinely care about their satisfaction and are committed to finding alternative solutions that might help improve the experience with our products. We will be in touch shortly to explore options and ensure we address their concerns to the best of our abilities. 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20787213
  
  I am rejecting this response because:
  I do not believe the issue to be cause by normal wear and tear but rather poor manufacturing quality. The company offered $45 off the purchase of a new bag, same design and manufacturing quality.

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

  Business Response

  Date: 11/10/2023

  At Honest, we pride ourselves on excellent customer service and take every complaint seriously. We understand that consumers have a high expectation for the products that are purchased and we make every effort to evaluate each situation and provide options to make it right. After reviewing the information provided, and the consumers' disclosure that the product had been used for 2+ years, we offered a deep discount towards a new purchase in the form of an account credit. If the customer prefers to not repurchase a bag, the credit could be used towards any product in our Honest.com site and the credits will never expire. We're happy to reengage and offer this option again, please feel free to connect directly with our team at any time.