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:10/10/2023

  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.

  Bought 3 boxes of Honest Training Pants. My son developed a rash, they were itchy and they also leaked. I have 2 unopened boxes that I wanted to return. Well.ca asked to contact the manufacturer directly, to which I received this response:Grossly mislabeled and dishonest information. See photos attached. This company should not be selling products to ******** babies.Unacceptable. Please take your business back to *******.

  Business Response

  Date: 10/13/2023

  Customer reached out to ********************** on 10/07/23 to receive a refund for 3 packs of Training Pants purchased at a separate retailer. The Honest Company explained that we, systematically, cannot refund any purchases made outside of Honest.com (10/09). We reiterated that any refunds to the original form of payment must be initiated by Well.ca, requested additional product information so that we can share the customer's experience with **********************'s Quality team, and extended the offer of a $40 Honest.com credit (the equivalent of 3 packs of Training Pants on Honest.com) as well as free shipping on the customer's next order (10/13/23).

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20716398
  
  I am rejecting this response because:

  Does not meet my request for refund for faulty items. I don't want to try any Honest products in the future after this experience and how the company lied about their products (night protection, 100% satisfaction guarantee, etc).

  Please extend your concessions to well.ca to give me back my money.

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

  Business Response

  Date: 11/10/2023

  To address the leaking concern, while our Training Pants are made with our absorbent core to avoid any leaks or accidents, they will not have the same level of absorption as our Clean Conscious diapers. If the consumer's little one isn't quite in the potty training stage, we have generally suggested to keep them in Clean Conscious diapers for a little while longer. Understanding that there are multiple concerns, including a rash, we're truly sorry for the frustration this has caused and understand that everyone's skin is unique and some products may not be the right fit. While we are unable to organize a refund for this customer, we are happy to honor an equivalent replacement of any other Honest product in our catalogue to help make this right.  We encourage the customer to reach out to our teams directly and we can work on an agreeable solution. 

• Initial Complaint

  Date:08/01/2023

  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 had purchased 2 bottles of Honest Antibacterial Disinfecting Spray. I stored them in my indoor temperature controlled cabinet. After a few months I notice damage to my cabinet and realized it was due to a leaking bottle of Honest Disinfecting Spray. The bottle was defective and had leaked from the bottle creating damage to the paint and wood of my new cabinet. I contacted Honest to let them know and the emailed response I received was, "Due to the ingredients in this product (hydrogen peroxide & citric acids), any differences in temperature can potentially & sometimes cause this to happen. We apologize you had to experience this. We hope you find a good fix for your ************* wish you the best!" Honest knowingly sells a defective product which consequently damaged my cabinet. I had 2 bottles in the same temperature controlled, indoor cabinet, 1 leaked and caused damage. Had I known these products were potentially destructive, I would have stored them differently or made another choice with my purchase. I have photos of the leaking bottle and damages to my cabinet.

  Business Response

  Date: 08/03/2023

  At The Honest Company, we pride ourselves on customer satisfaction and would like to work with the consumer directly to find the appropriate resolution. A member of our team will be reaching out within the next 24 hours for further discussion. We apologize for the experience that took place and look forward to speaking with them. 

  Customer Answer

  Date: 08/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while the conversation is ongoing, Im hopeful The Honest Company resolves this issue honestly and promptly. 

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

• Initial Complaint

  Date:06/22/2023

  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.

  I used to have nothing but positive experiences with the brand- this past week I have had the opposite. I recently ordered a beauty subscription to try the makeup line. The new subscription was sent to my correct address however the subsequent shipment, or the first delivery after purchasing the bundle, was sent to an address that I haven't lived at for 5 years due to an issue with the system defaulting to a previous subscription delivery address that I had years in the past. I was told by the representative at HC to contact ***** to get them to reroute the package. ***** said that the communication had to come from HC. I called HC back to let them know of this and they said there was nothing they could do- the product was already out for delivery (which took less than a day from shipment due to my former home's proximity to the LA warehouse) and they couldn't change it. I do not live in CA any more, I reside in AZ and now was told as of today that I have to pay the $60 for the bundle that went to a home that I don't live at and will not receive and cannot get back. Now I'm told I can't get a refund because of a company policy. Customers do not care about company policies when there is a clear oversight in what a rep today mentioned was a change that "THE SYSTEM" made when reactivating a bundle subscription. I had a diaper bundle YEARS ago when my children were young and due to it going to that address- my subsequent shipments in the new bundle defaulted to that. Not to mention the first bundle I ordered a month ago for the beauty box came to my proper physical address in AZ. Now, I paid money for a package that I won't receive and they are refusing to refund it since they won't have the product returned to them. I have no way of getting to the former address to intercept a shipment to return to them as it was shipped out so quickly from ***** that they can't change it without the shippers help (HC has not called them to try to resolve).

  Business Response

  Date: 06/23/2023

  On 6/21/23, customer reached out to **********************, via phone, because their subscription order had begun processing with a previous shipping address that they no longer resided at. We confirmed with the customer that 2 email reminders were sent on 6/17/2023 and 6/20/2023 to allow customer to view the associated details and make any necessary revisions to their auto-shipment.

  The Honest Company shared that, until the customer updates or removes a default shipping address from their account, any auto-shipments will revert back to what is on file regardless of the address used when creating the subscription.

  The Honest Company offered to issue a cancellation request to the warehouse but communicated to the customer that it could not be guaranteed that the order would be canceled. Additionally, we educated the customer on ***** Delivery Manager and advised them to update their address if the order did ship out.

  On 6/22/23, customer reached out again, via chat, because the warehouse was not able to accommodate the cancel request and their order was shipped. The Honest Company reiterated how to utilize ***** Delivery Manager to update the shipping details online and advised the customer to call into our ************** phone support for better assistance as refunds cannot be issued for product that isnt being returned. Following a conversation with the customer, via phone, ********************** reached out to ***** to request the package be returned to sender and was advised to wait up to 36 hours for any shipping updates.

  On 6/23/23, The Honest Company confirmed delivery for the order and reached out to the customer, via phone and email, to provide either a replacement order or an Honest account credit in the amount of the order.

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20221522
  
  I am rejecting this response because this is misinformation that editing information in ***** delivery manager can re-route shipments. My current address is in ***** delivery manager and this news came from ***** themselves. They said that ONLY the shipper can edit information once shipped that changing an address on informed delivery will not affect a package already in transit. I had issue getting into my informed delivery due to a glitch on *****'s side, when I was able to gain access on Friday the 23rd, there was no mention of a delivery from Honest Company. In fact, it never showed ** in my delivery manager since it was sent to an entirely different address not ever associated with the ***** delivery manager account. Perhaps confirming information with ***** first before "educating" the customer on a process that doesn't work with the shipping companies could have solved all of this headache. Or making it right in the first place. All of this back and forth could be eliminated had the company made the right choice in the first place. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/28/2023

  We sincerely apologize for the continued frustration. We pride ourselves on customer satisfaction, though at times we may miss the ***** We will reach out directly to the individual and offer a solution that both parties can agree upon. 

• Initial Complaint

  Date:06/20/2023

  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.

  I have been subscribed to the Diapers and Wipes for 2 years now. Have never had an issue before. This weekend I tried logging into my account to manage my subscription as 6 of the diaper patters were out of stock. The site was down not allowing me to manage anything, and it was the weekend so the company was closed. I sent in an inquiry form and I waited for Monday (6/19) to call, but they were also closed for the holiday. I got an email stating the order was being processed, and by Tuesday, before they even opened, an email saying it had shipped. I waited for them to open and called them immediately. I was "greeted" by the most MISERABLE customer service agent who told me it was a me issue, and that they were unwilling to resolve the issue. She proceeded to tell me to go ahead and cancel my subscription all together and to go with their largest competitor, Hello *****, as again, they were not willing to resolve anything for me. I tried to log in and cancel my subscription, and wouldn't you know it, it will not allow me to, it keeps pulling the same error message from the weekend saying "something went wrong" no matter how many times I retry, it will not allow me to cancel. I finally got a response to my inquiry after this phone call from someone saying "Thank you for contacting Honest. I see that my colleague was able to assist you with this concern. I will be closing this thread." -Having the name "Honest" is an absolute joke.

  Business Response

  Date: 06/23/2023

  The customer reached out on 6/20/2023 regarding their subscription auto-processing with backup diaper prints due to selected prints being out of stock. The customer has the ability to change and edit the subscription before the subscription shipping. Verified that the customer did receive the email reminders of their order processing soon. Our offices were closed for a federal holiday on the day the subscription was processed. We were unable to cancel their order but offered to provide a free return shipping label for the customer to send back any items. We've made contact with the customer and came to an agreement on a solution. 

• Initial Complaint

  Date:04/27/2023

  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.

  My 2 yr old daughter has an inflammation from the wipes On her face. The reaction is red with whips in the areas That the wipes were used, similar to a rash. The Wipes are supposed to be hypoallergenic.The material in the diapers have changed. I change my Daughter often as I am a stay at home ******** daughter has to have a full clothing change after just urinating once.This has happened multiple times. The diapers are not absorbing anything. I have purchased this brand for 2 ********* am very disappointed in the short cuts taken with the products. 2 years worth of products that are purchased 2-3 times per month at their bulk sizes.

  Business Response

  Date: 04/27/2023

  At The Honest Company, our customers satisfaction is top priority and we appreciate the customer sharing this experience with us. We take complaints seriously and consider all factors in order to review and understand what may have taken place with the affected product. We see that this customer has reached out to our client support team and we're awaiting their response to our reply. For quicker resolution, we encourage the customer to reach out to our team directly. The customer may contact ** by phone Monday through Friday, 7:00 A.M. to 3:00 P.M. PST or contact ** via email at *********************************** for further assistance.

• Initial Complaint

  Date:04/25/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Defective products

• Initial Complaint

  Date:01/25/2023

  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.

  I am very disappointed with The Honest Company's ***************** I have been an advocate for this brand since my granddaughter was born 18 months ago, but after my recent experience making a $46 purchase for diapers from the online website the company used ***** for the delivery sevice and ***** delivered to the wrong address. When I requested a claim with *****, they directed me back to The Honest Company for the claim. When I contacted The Honest Company, they directed me back to *****. After the frustration of going back and forth, The Honest Company stated they would not resend the order or refund my money. They stated I would need to file a police report!!! How crazy is that!?! They clearly received a confirmation from ***** that the box was delivered to unit **** based on the photo confirmation received by The Honest Company when my unit is **** which was verified on my order. Why would I file a police report when your company chose a delivery service that delivered to the wrong address!?! That's not your customer's fault! It's the **********************'s responsibility to give a resolution! It's your customers that make you grow. we choose to buy your products, but when you choose not to provide customer service to keep your customers you kose them, My order was paid with a gift card from my employer so I can't file a claim with my bank to dispute the charge. Simply requesting a refund or resend my order with a signature confirmation to ensure delivery to correct address.

  Business Response

  Date: 02/07/2023

  At The Honest Company, we pride ourselves on customer satisfaction. We take all relevant information into account and work with our carrier to research, trace and resolve delivery disputes to the best of our ability. While reviewing the events that took place here, we were able to come to an agreement with the consumer and provided a solution and consider this matter resolved. 

  Customer Answer

  Date: 02/09/2023

   
  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:01/14/2023

  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 wanted to try the diapers for a change for my baby but everytime we were in the car seat she would have a clean pair one but by the time I got to work which is 15 mins away. The diapers would leak out and I would have to change her clothes. It is fine when she is just around the house not in car seat. My husband doesn't like the way they fit her and kid of hang out the side

  Business Response

  Date: 01/20/2023

  At The Honest Company, customer satisfaction is top priority. We take complaints seriously and want to better understand what could be taking place. When it comes to leaks, we often find that size can be the issue and we encourage you to try sizing up for better coverage. We encourage the customer to reach out to our customer service team for more information so we can better assist.

• Initial Complaint

  Date:01/11/2023

  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.

  Had ************* in November. Have used honest products, and encouraged our friends to do so, for all of our kids. We received way too many******** packs of ******* (have 9 brand new packs unopened) and wanted to exchange for size 1. We don't have money just laying around and are NOT asking for money or a refund. We just need ******* that will fit ********. After our experience with trying to return them to ************************* and even honest company themselves, asking for an exchange and not a refund of money, there is no help to be had. What kind of company does that to someone after taking thousands of dollars from them? I'll tell you. It's a company that will never see business or a recommendation from me ever again. In fact it will see the opposite, including several blasts all over social media.

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/20) */ At The Honest Company, our customer's satisfaction is top priority and we appreciate the customer sharing this experience with us. We take complaints seriously and consider all factors in order to review and understand what may have taken place. While we do our very best to accommodate our Honest customers, there are times when we would not be able to honor their requests, which is what we've communicated here. With how our system capabilities are set today, we are not able to honor exchanges for products that are not directly purchased on www.honest.com. We have great relationships with our retail partners and if the the customer would like to return a product purchased from one of our retailers, the customer would need to contact them directly for assistance and information regarding their return policy. One thing to note is that products at retailers vary and returns and exchanges will be dependent on whether they have the product listed in their system as well. We know this is not the solution the customer wants to hear, but we hope this adds more clarity. We will share this experience with our internal teams and look for ways to optimize the purchasing experience in the future. Consumer Response /* (2000, 7, 2023/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company resolved issue with representative over the phone.

• Initial Complaint

  Date:01/06/2023

  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.

  I want my refund for order ************ I WAS told I would get a refund I have an email Stating order was canceled we live in ** now not ******* the baby is double in size does not wear that size and we do not have the diapers I want my refund

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/10) */ Based upon the information the consumer provided, we were unable to locate the necessary information to further assist. The order number provided is linked to another customer's account and the email provided by the customer shows a single order purchased from April 2022 that was shipped and delivered to an address in **. We encourage the customer to provide the correct information so that we may continue to assist or reach out to our Customer Service team directly for immediate resolution.