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Complaint Details
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Initial Complaint
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made the purchased on 11.18.23 and received tracking confirmation 11.21.23. When looking at the tracking information (attached for reference) it indicates that it was delivered twice on two different days at two different places. I gave it 3 business days before reaching out to inquire about my package as it was not received. I have reached out via email multiple times and called, multiple times but no responses. I have attached all the email outreach for references. I am looking for a replacement or refund immediately.
Business response
12/28/2023
Replacement order has been submitted as of 12/13/2023. Order# ******** was delivered 12/19/23.Initial Complaint
12/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I am writing to express my deep dissatisfaction with the recent experience I had with your company.On November 22, 2023, I placed Order #******** amounting to $154.13. I received an email on November 25, 2023, stating that my order was in transit with tracking number *********. However, despite being marked as complete and shipped, the tracking information was never updated, showing no movement or location updates.Concerned about the lack of progress, I contacted your company on December 3, 2023. While I received an acknowledgment email promising a response within 1-2 business days, I never heard back.On December 4, 2023, I sent another email, providing details about the tracking issues and expressing my concerns about the lack of movement. This time, there was still no response from your company.To my surprise, I received my order later that day, delivered by ***** However, the package was in poor condition, and upon opening, I discovered three damaged products: Flex Hairspray 7.5 oz, Full Dry Volume and Texture Spray 7.5 oz, and Perfect Hair Day Dry Shampoo 9.9 oz. The inadequate packaging resulted in spills, leaks, and damaged contents.I immediately reported the issue, attaching pictures of the damaged items, and requested replacements. Sadly, I never received any response or acknowledgment of my damaged product report.Given the lack of communication and poor customer service, I attempted to contact your company via the provided address. Unfortunately, the phone numbers were unresponsive, and voicemails could not be left. After numerous failed attempts, I resorted to reaching out to the Better Business Bureau (BBB) on December 11, 2023.Initially, I sought replacement of the damaged items, but due to the inadequate customer service, extended time without resolution, and the inability to speak to a representative, I believe a full refund is a fair and reasonable compensation. I should be allowed to keep the undamaged products.This entire experience has been deeply disappointing, especially considering my history of online shopping without encountering such unprofessionalism. I urge your prompt attention to this matter and a swift resolution.Thank you for your understanding.Sincerely,*****************************Initial Complaint
08/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I had an auto-replenish order that was supposed to be billed on 5/25/23 and received a reminder that this order would be placed on 5/25/23. On 6/7/23 I had not received a confirmation email or shipping notification and reached out to customer service via email. I immediately received confirmation that they received my customer service request. On 6/26/23 I had not heard back and followed up on my original email. The company emailed back on 7/5/23 apolizing for the delay and said they were looking into it. As of 8/25/23 I have not received any more responses from customer service helping me with my issue.Customer response
09/05/2023
I have not heard from the business in response to my complaint.Business response
05/28/2024
We sincerely apologize for the inconvenience this has cause. We had a system error which resulted in your auto replenish not being shipped to you. It has since been fixed however, you have cancelled your subscription. If you want to reactivate it, you should not have any issues going forward.Initial Complaint
02/28/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was told my return items were received on Feb 20th and my refund is processing. It is now March 1 and no updates and I cant get anybody to return my emails or calls. I spent ****** this is theft and illegal.Customer response
03/11/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
02/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased a $171.20 order from living proof on January 19th. I ordered 2 full size hairsprays, and one jumbo size shampoo as well as one jumbo size conditioner. When I recieved my order on January 24th, I received it without the 2 hairsprays that I paid for and the shampoo and conditioner exploded in the box. I was extremely disappointed because I have been using their products for years. I contacted them about this and recieved a response back a few days after asking if I preferred a refund or replacement. I said refund. After that I recieved no responses back. I tried contacting 3-4 other times and waited weeks! Still nothing! This was not resolved. And I will not stop until I get a response back. My order number is ********Customer response
02/24/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
01/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an order for a jumbo stash and 4oz dry shampoo on 12/18/22. Paid $79.76 total. Order was dispatched on 12/20/22. Order was never received and tracking information was never updated. Company was contacted twice regarding missing product/shipment and no one respondedBusiness response
06/08/2023
Hello ****,
We sincerely apologize for the lack of response. Unfortunately, we do not have any tickets from you under this email. However, we are more than happy to reship your missing order or issue a refund.
Initial Complaint
01/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered products on 11/26/2022 with Order #******** totaling $91.79. I received confirmation that the products were shipping and should have been delivered on 12/9/2022, but I never received this package. I reached out to the company on 12/13/2022 after waiting the 3 business days post delivery per the website's FAQ's instructions. I have yet to hear back from the company and it has now been over 1 month since I originally reached out. I have tried to request the order be reshipped and delivered to the address on the original order with no success or communication from the company. Please re-ship the products to complete this transaction.Customer response
01/30/2023
I have not heard from the business in response to my complaint.Business response
06/08/2023
Hi ******,
We sincerely apologize for the delay. We have since reshipped your order and included samples as a courtesy. Thank you!
Customer response
06/09/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
01/17/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
CFO *************************** has a pattern of harassment and aggressive behavior. ****** has been informed multiple times what the processes are for complaints, but continues to put himself and more importantly workers at risk by ignoring and purposefully impeding safety rules and disrupting secure areas. There is documentation of these various incidents, however the behavior is unchanged. This complaint will serve as an escalation of previous complaints should legal action be appropriate. A review of security tapes from 1/17/22 at roughly 12:30 will show ****** encroaching a restricted area to yell obscenities at workers.Customer response
01/28/2023
I have not heard from the business in response to my complaint.Initial Complaint
01/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I never received the order I placed over a month ago. I contacted the post office who told me to contact the sender. I reached out to Living Proof directly and opened a request with their customer service department. It has been 10 business day and I have not received any response. My total was $80.25 (order number ********).Customer response
01/27/2023
I have not heard from the business in response to my complaint.Business response
06/08/2023
Hi ******,
We sincerely apologize for this delay. We have since refunded your order since it never arrived. Please note that we will always either refund or reship your order when this happens. Thank you.
Initial Complaint
01/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order ******** in the amount of $196.59. The order arrived late and damaged. I attempted to reach the company via the chat function on their website as they do not have a customer phone number listed. I received an automated email stating they would be in touch in 2 - 4 business days. I waited the allotted time and contacted the chat system again requesting a refund for the damaged item. I received another automated email stating they would be in touch in 1 - 2 business days. I have not received a response and now my order is past the 30 days **** for a return or refund.Business response
06/08/2023
Hi ****,
We sincerely apologize for the delay. We have since refunded you for this order. We hope to be able to serve you better next time.
Customer response
06/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************
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