ComplaintsforSoleil

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased a brush hair dryer from Soleil (product maker) at ******** Home Show in November of 2023. I wash my hair approximately two to three times a week, therefore the brush has not been used much. the last few times I've used it the lights in my bathroom flickered and the last time it sparked and smoked. I've attempted to contact Soleil and let them know the product is dangerous, (I spent $200.00 on it). I would like the product replaced or a refund

  Business response

  09/09/2024

  Thank you for bringing this matter to our attention. We are sorry to hear about the issues you've experienced with your Soleil brush hair dryer. We take product safety and customer satisfaction very seriously.

  
  After reviewing our records, we have not received any prior correspondence from you regarding this matter. Based on the details provided, it appears that you purchased the product from a third-party vendor at the Portland Home Show in November 2023.

  
  As the manufacturer of Soleil products, we do offer a warranty that covers defects and issues like the ones you've described. To assist you further, we kindly ask that you file a warranty claim through our website. Our team will then review your claim and work with you to provide a replacement product under the warranty terms.

  
  Please visit our warranty claim page to get started. If you have any questions or need assistance with the process, feel free to reach out to us directly.

  
  We look forward to resolving this issue for you as quickly as possible.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a straightener comb on March 23rd, I have never received any updates on shipping. They have taken the $350 out of my bank account.I have reached out twice via email with no response. I either want my product or a refund of my money.

  Business response

  05/20/2023

  This customer order an item color that was out of stock. Our customer service team reached out twice requesting the customer to pick a new color with no response. The customer messaged us through our contact form requesting an update. Our team responded 4 times (4/18,4/19,4/24, and on 5/2) with no response as well. Due to this complaint we went ahead and cancelled the customers order and processed a refund that should be seen on their account within **** business days.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My spouse and I were in Del Amo Mall, and were walking by the kiosk where the product was being displayed. We were approached by the rep who offered to curl my hair. So... there was instant conversation about my hair, and yes I though the product was good as far as the effect that iron had on my hair. So my wife wanted to purchase it. The rep, *************** also said he was going to "throw in" the hair mask and 2 bottles of the hair serum. At no time did the rep, legally disclose any price on the curling iron. He was quick to have the credit card ran, and his finger was covering the first number in the price. So what my spouse saw was 99.. He immediately said , " Oh I can text you the receipt, what's your phone number?". So once we got home, the receipt was reviewed and my spouse screamed! I asked what's wrong, and she answered they******** charged my credit card $799!!! We looked at the "fine print" of the receipt which stated no returns whatsoever.... We immediately said that we were bait and switched and went to the mall the next day, and of course saw the same rep. He was very defensive in his body language towards us. He said, " what's up, what do you guys need". Like he already had been through this same interaction with other customers who were taken advantage of. So we told him, that legally he didn't disclose a price point, return policy and that we are returning the products and it was never opened. We also told him that the full price didn't include the "throw in" items of 2 hair serums and a hair mask that he actually charged us for. So we said here are the products and we will be reaching out to our institution to file a dispute. His response, " Good luck, you won't get your money back, no one ever does". I told you the price and yelling at us, as walked away leaving all the merchandise at his kiosk station. We have currently filed a claim with our institution due to failure to legally disclose price/return policy

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2022/12/12) */ We are the manufacturers of Soleil hair tools. We do not sell to the public at any mall locations. Mall operators are third party vendors who have their own policy's. In addition we do not have access to their transactions or information on their staff. We recommend contact the mall management in this situation or disputing the charge via your credit card company. Consumer Response /* (3000, 7, 2022/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This does nothing to resolve the illegal tactics used to coerce the purchase of a curling iron. The representatives that work as "third parties", aren't bring ethical with how they represent your product. Buyers will potentially fall victim of this tactic. I am not in one bit satisfied with the companies response in this matter. Business Response /* (4000, 9, 2022/12/27) */ We understand the complaints frustration and urge them to contact mall management regarding this issue. We have notified out team of the complaint against the third party vendor. Consumer Response /* (4200, 11, 2023/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response does nothing to correct the sale of a product, where they have no idea about who sells their products.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 9, 2022 at the Augusta Mall in Augusta Georgia I was coerced into purchasing a straightening iron from the company listed. I was told the item was free with a $59.99 warranty fee but when I got ready to complete the transaction I was told it was $499.00 yet it charged me $567 instead. I stated I could not afford that and was asked about money in my checking account and he was using aggressive tactics to make me purchase. That was inappropriate. I felt unable to say no to the sales person and texted my mom as soon as it happened. Even after he still used more aggressive tactics to make me buy even more of the products after I repeated over and over I couldn't afford what was already charged and I didn't want anything else. I asked him to contact his manager asking for a refund and I was told that wasn't possible. The sales tactics the sales people used were very aggressive and crossed the line. The iron is still in the bag and hasn't been opened yet.

  Business response

  10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */ This customer experience was with a third party vendor and has no affiliation to Soleil. We are the manufacturers of Soleil products and can help with a malfunctioned/damaged product. As the manufacturer, we provide a warranty* on our products. If your tool is defective, we will be more than happy to replace it for you. As the manufacturer of the product we do not have access to the third party vendors transactions or information. We recommend contacting your financial institution for further assistance.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Soliel Flat Iron in ******. This flat iron comes with life time warranty and I was told when purchased that I could replace it at any time at no cost to me. This flat iron is pulling my hair out. I cannot use it anymore. I have contacted the company and they want me to pay a service charge to replace the item. Service charge of ****** plus any customs fees for the item to come to ****** from the US. I was never told about this service charge. It's life time warranty and there should be no charge. All distributors in ****** are gone and I can only get a replacement from the US. I want a replacement at no charge.

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/08/15) */ The customer purchased a hair tool from a third party vendor a few years ago and reached out to us for a replacement hair tool through our warranty program. Our warranty program has a service fee and additional shipping fees for customers located outside the US, which is listed on our website and was mentioned to the customer through our customer service team. The warranty service fee is also stated on the box of the hair tool purchased and inside the warranty information pamphlet located in the box at the time of purchase. We apologize for the inconvenience of misinformation provided to you via the third party retailer but unfortunately cannot make an exception to our warranty program protocols. Consumer Response /* (3000, 7, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Free life time warranty means no cost to the consumer. I request a replacement be mailed out at no cost to me. Business Response /* (4000, 9, 2022/08/29) */ Our warranty policy incurs a service fee which is stated on the product box, the information sheet located in our products and our website. This was mentioned to the customer multiple times. Consumer Response /* (4200, 11, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I said, life time warranty means life time warranty. No cost to me. At the time of purchase I was not told that it would cost me shipping, duty, customs. I was told hassle free return/hassle free replacement. These distributors are all gone from ****** now. I am seeking replacement at no cost to me.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ******************************************************* aggressively pursued my 19 year old daughters. Curled her hair with a high quality curling wand and sold her a straightener for $***. I was not with her to show her how obvious this scam was. My husband and I returned immediately and demanded a full refund. They refused because "they are a business and need to make money" and "they don't return product because of COVID." Tons of exact same story online about this business. I contacted the manufacturer and was told because it was purchase from a 3rd party (their authorized vendor) I can only get a refund from them. No refunds even with receipt, even the same day an hour later. They are preying on women, especially young women. This is unacceptable on so many levels. I would like a full refund. Please help in whatever way you can.

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/05/09) */ We are sorry to hear about your experience. Your product was purchased from a third party vendor, therefore you would need to contact them directly to request a refund. We are the manufacturers of your product and can help with a malfunctioned/damaged product.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a hair straightener from Soleil in King of Prussia Mall on August 2nd 2021, it began to not function properly as of January 2022. One of the plates has cracked in the corner causing it to pull my hair out from the root which is rather painful. They also demonstrated a different model on my head and then proceeded to sell me the cheaper version under the guise that I was getting the model tested on my head. Very manipulative and very misleading. I would like my product back in working order considering I paid so much money for it.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Kiosk employee at Northeast Mall in Hurst, TX aggressively pursued my 14 and 16 year old daughters. Did their hair with a high quality flat iron then sold them 2 clearly different, cheap flat irons and a bottle of product for*******. Said they were normally **** each. I was not with them to show them how obvious this scam was. The entirety of their Christmas money! The irons once home were the worst quality I have ever seen. My children returned immediately and demanded a full refund. They refused 1 because it was open and made an excuse to refund less than the full price of the other. This is a classic illegal bait and switch. Tons of exact same story online about this business. I contacted the manufacturer and was told bec it was purchase from a 3rd party (their authorized vendor) I can only get a refund from them. They are fully aware of the bait and switch based on customer complaints and are either involved in it or complacent with it. Their warranties and "copays" for the warranties from the manufacturer seem to show they are well involved in this bait and switch. "Pay $60 for a warranty then a $20 copay". No refunds even with receipt, even the same day an hour later. They are preying on women, esp young women. This is unacceptable on so many levels. I would like a full refund for the 2nd iron they refuse to allow us to return. Please help in whatever way you can.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Saturday October 30, I purchased a SOLEIL Infrared Original flat iron from a kiosk at the******* ***************************. The salesperson did a demo on my hair with a flat iron and convinced me to purchase the upgraded model explaining that it was much better for my curly hair. After spending $452 on the iron and some accessories, I expected to bring home the same quality of item that he had used in the demo. When I went to use it this morning I realized immediately that it was not the same thing he said he was selling me and that the quality was horrible. It wasn't even the same iron, it was very light and cheaply made. I cannot believe the scam that these people are running. I went to contact the seller but when I checked the receipt they gave me, there was no phone number listed (which was another red flag that this is a scam). The company name on the receipt is ************ at ******************************************

• Initial Complaint

  10/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a flat iron from chandler fashion center mall on 10/22/2021, they told me it was steam based and safe to use on wet hair, that's what they demonstrated and then did not give me that flat iron, they gave me a normal one, thus ruining my hair because it was wet. I want an explanation because they're ruining your business and name, I'd never buy this product again. They told me no refunds and laughed when it ruined my hair due to them giving me false information from the start. Huge scam.

*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. ↩