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Complaint Details
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Initial Complaint
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was trying out the Be Curly Advanced Gel for the first time and sliced my thumb open. I contacted Aveda because while the injury did not require sutures it took days to heal, I work in a medical environment and wash my hands and use sanitizer all day (ouch). So when I called to let them know about what occurred, I received a call back from someone named ******. She indicated that they had helped me in the past, and she was not able to send anything "additional" out to me. I was baffled because in situations like this when the product has been soiled due to such a bizarre occurrence, do you just dismiss your client's concerns? ****** was very callous. I have been an Aveda consumer for decades now. When I love a product, I make mention of that online. When I have a concern, I reach out to Aveda who is usually receptive to feedback. I notice that Aveda did not always have products for every type of hair. Only did they just begin now that reports show the profit in hair care for coily and curly hairstyles. That noted, I ask that they hire individuals who have compassion and professionalism. I do not need th brand to be defended as though my concerns are not important. I reached out for a reason. I expected better.Business response
08/21/2024
We have been in touch with this customer to resolve the matter.Customer response
08/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that even though this offer to resolve this matter occurred after my BBB complaint, but was never mentioned by ****** in her email, I trust that the matter will be resolved in the coming days. My biggest concern, was ******'s and Aveda's lack of concern over the injury I sustained opening their product.My emailed response to ****** was as follows:
******,
The voicemail message I received from you implied something different from this email and, frankly, it was offensive.
In that voicemail, you stated:
We are not in a position to send anything additionalwe have assisted you in the past with other issuesbut we do not have the capability to send anything additional
This is not about what I have mentioned in the past but what I am bringing to your organizations attention now.
Do you realize that the mask container from the same Be Curly Advanced line has the same sharp edges as the gel?
I was about to try it for the first time but decided against it because I work in a hospital, and every time I used hand sanitizer and soap for the past week, my thumb burned due to the laceration I experienced from the gel.
I always aim to learn something new; if I can teach someone else something I will.
From this experience, I have learned that my concerns about the packaging of certain products, whether injurious or not, are not important to you, but they should be important to Aveda/Este LauderI also do that .
I have spent quite a bit with Aveda for decades because I like more natural products and because Aveda has never forgotten my birthday. This dates back to my high school days and the tea Id stop in and sip with the ladies. At the same time, they showed me the latest hand-made oil or other unique products.
Customer service wins clients like me over, not what I can obtain from an injury I suffered.
What would have helped would have been demonstrating concern, not disdain.
With the above noted, I will take you up on the offer and request the ********************************* because if you look into any of my accounts, youll see that I just purchased several of the Be Curly Advanced Creams. They seem to work okay with my mothers, sons, and hair, but moisture is still lacking.
Here again, I remember the experiences and kindness from my past Aveda encounters.
Unfortunately, I did not receive that same demeanor from my encounter with you.
Sincerely,
***************************
Initial Complaint
08/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have been sending the goods back for many days and I still have not received a refund. I'd like a refund as soon as possible.The order number is **********.The tracking number is *******************Business response
08/19/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
07/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
hello im writing about my order **********,theres a lot gifts,so i place my order after i find i make wrong address,i thought the package will return back to *****,but it show dilivered and i didnt get i asked ***** expert,she let me claim with ****** *** they will reship after research,and i did this but now ***** expert said they didnt take responsbility,i cant accept,so i came ask for help with my orderBusiness response
07/30/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
07/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed on order on ***************************** on June 22, 2024 of $******, paid by ******.When I tried to place an order but the web kept said issue and can't go through. Finally, I did use Alipay, and my Alipay statement showed it went through.Order No. in Alipay:2*************************** However, after couple hours I still can't find any order history shows on my La Mer account or received any confirmed email. So, I chatted with La Mer online customers services asked about the order. The customers service said currently the website had technology issues and they cant find my order information at all. Also, the La Mer customer service said I only can contact Alipay to get my refund. So, I tried to contact the Alipay couple time and ****** said "the order is successfully completed. That is no way Alipay can refund the money unless La Mer issue the refund first. " I did place the order on June 22,2024 and already have been more than one month, I still havent heard any solutions on my issues. At the same time, I'm not the only one have the issues and so does my friends. The total amount is USD ****** (RMB *******).Business response
07/30/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Recently purchased a GC with the representation and understanding for my mom to get her hair cut and an aveda salon that it would be valid for use for service fees.This was per aveda and the participating salon site.After spending $100 , come to be informed it was not valid for use as purposes intendd.They have refused to issue a refund upon esclation to CS.What Aveda has done by selling a GC with the indication it could be used as advertised and then to deny after purchase and refuse refund is considered fraud on their part.Now hvae zero interest in use of this GC for any of Aveda products or services after this experience.Demand is made for immediate refund to the original payment method ending 4254, and goodwill for any addtional aveda rewards points or addtional compensation is appreciated for the inconvenience.i had to pay out of pocket an addtional $100 for my moms bill at salon in addtion to losing another $100 on null GC.Business response
07/30/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
A few days ago, the ***** website had a promotion, with lots of gifts for over $1,000. I happily placed an order on the website but it didn't generate an order after I paid for it, only later did it become clear that there were technical problems with their site in those days At that time, I used Alipay to pay. After a few days, I found that the merchant did not give me a refund without generating the order. I contacted the merchant, and the merchant said that he had not found the order. He asked me to contact the bank, later I contacted ****** customer service, ****** to give the reply is the money has been transferred to the Merchant's Alipay account, the transaction is successful, must be initiated by the merchant refund can, and ****** sent me the exact transaction flow number, I provide this to the merchant but they have been shirking the responsibility not to help me refundBusiness response
07/12/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
07/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was supposed to be refunded for this item and the money put back on my credit card. The company hardly answers my emails and when they do they just say call your bank. I call my bank repeatedly over a month and provide the information that ************************ gave me and NO refund has ever been made to my bank account card. I have been dealing with this over a month and haven't been able to get ************************ to fix the issues. I have even offered an alternative card for them to refund my card, and no response. This is absolutely horrible service and I just want my refund!!! This was supposed to be a birthday gift for my daughter and has turned out to be so stressful for me. Please help me with the refund.Business response
07/09/2024
The order in question was fully refunded on June 21, 2024. We have already provided the transaction reference number associated with the refund. You will need the transaction number to your cards issuing bank for assistance in locating the refund.
At this point, we have exhausted all available options, as the full refund has been issued.Customer response
07/11/2024
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
07/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
i have return all items in my order **********,but they still didnt refund my order i have send ***** many emails ,***** answer me ,so worried please help refund thanksBusiness response
07/09/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My order ********** return two item :Perfectly Clean Infusion Duo Skincare Set to estee lauder warehouse ,but estee lauder refusal to refund. ?They asked me to return all the gifts before I could refund them,but their agent told me due to I had another paid for item so can keep the gift by myself, and I alreday shipped this item to my country can't return back.?So I can accept two choose:1. No need to return gift ,refund the credit to me 2. If can't refund,please reshipped my return back item to me (Perfectly Clean Infusion Duo Skincare Set,2 item)Business response
07/17/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The order made on 06/19/24. I used *********** credit card paid $212.31 for 5 Este Lauder Re-Nutriv Ultimate lift Regen. After I started using this lotion, my whole face became allergic, red, and itchy. It seems like there are small bubbles all over my face, touching felt painful but not acne. I emailed them, they didnt give me any solutions. They said items were final sale and told me stop using the product immediately. But I hope they can refund my money. Severe allergic is product problem.Business response
07/12/2024
We have been in touch with this customer to resolve the matter.
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Customer Complaints Summary
327 total complaints in the last 3 years.
119 complaints closed in the last 12 months.