ComplaintsforBriogeo
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Complaint Details
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Initial Complaint
02/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
ORDER #******* // ORDER #******* In regard to the aforementioned order numbers, I have been trying to correct this issue since I saw the charges of $67.41 and $119.58 on 12/13/2023 and Briogeo did not acknowledged my concerns, I just kept getting automated email responses. Yet when I contacted by my bank, they were quick to send tons of documents to dispute my claim. As I said in my original message to them, my phone and email address were compromised and multiple orders were placed under my name, and they were not by me! I tried doing the right thing by advising Briogeo in advance, before the orders even showed as delivered, but did and said nothing with that information.Again, I NEVER PLACED THESE ORDERS NOR DID I EVER RECEIVE THESE ITEMS.After my claim with my bank was reversed on 2/13/2024, I reached out to them again asking them to do the right thing and provide me with a refund as soon as possible. My bank account is now overdrawn.They answered again with a response that made me feel as though they didnt even read my message, telling me they dont dispute claims and to contact my bank. I further explained AGAIN and they offered me two options:1. A credit to shop for your replacement 2. A replacement order placed by them Again, they are not paying attention. I never asked for a replacement. I never shopped with them and did not need a replacement. I felt so overwhelmed that I just gave in and asked for the credit. Then of course, the discount codes provided for me to reluctantly buy their products did not work. When I advised them, they told me Please insert these store credits directly on the Briogeo website checkout, the picture is attached below for reference. We recommend it on a desktop or laptop to checkout and not on a smartphone.I WAS ON THEIR WEBSITE AND USING A LAPTOP! AND I DIDNT **** A PHOTO FOR INSTRUCTIONS.At one point I received a message from someone named **** stating I'll be working on this ticket from start to finish, so you can respond to me directly with any follow-up questions. **** disappeared and I only continued to get responses from All the best, Team Briogeo.Im begging for someone to assist me in getting me a refund and to stop having me jump through all these hoops. I never have and never will shop Briogeo. And I will most certainly share this experience. Especially on TikTok where they have a ton of influencers promoting their products. This is the absolute worst customer service experience ever.Business response
02/07/2024
The customer reached out to us stating that her information was stolen from her and two orders were placed. They also stated that both orders shipped to her home address but she never received. Chargebacks were placed on both orders by the customer, her bank decided with us and that these charges were not fraudulent which reversed the charges on her account. She then came to us asking for a refund, we provided her with a resolution of a store credit but as a one time courtesy provided refunds for both orders.Initial Complaint
12/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered merchandise from Briogeo on 11/24/23 for a total of $108.97. The order was shipped on 11/25/23 via *** and all shipping updates stopped on 11/26/23. As of today, 12/6/23, there have been no updates to the shipping. I called *** and they told me the delivery was handed off to **** and should have been delivered by 12/2. **** shows that theyre still waiting on the package from ***. Both vendors instructed me to contact Briogeo so they could process a refund or replacement. I have been contacting Briogeo customer care for 3 days via email and their social media account. There is no phone number. No one has responded to my customer support messages.Customer response
12/07/2023
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 and the matter has been resolved.
Sincerely,
******* ********
Initial Complaint
05/10/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered April 10th 2023 Dont Despair, Repair!Deep Conditioning Mask 32oz Price after taxes: $113.34 Refunded product due to already having one. Contacted customer service via email multiple times, and I have not received a confirmation email that my product has been returned and I never received my money back.Business response
02/20/2024
We provided the customer with instructions as **** sometimes prematurely makers packages as delivered. The customer did not follow-up with us. We would be happy to still assist the customer with a store credit to reorder.Initial Complaint
02/02/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
.Date of transaction : 01/19/2023 .The amount paid : $73.18 .Business Committed to provide : Curl Charisma Leave-In Defining Crme and Be Gentle, Be Kind Shampoo and Conditioner Banana and Coconut Hair Pack .Nature of dispute : Never received my order Whether business has tired to resolve issue: No. This business told me I had to find my own order.Account order # ******* I contacted this business via email when I received notice that my order had no access for delivery. This was very upsetting, as I work from home and always available. No one "tried" to make any delivery to me. When contacting Briogeo customer care, they were very rude and insensitive. I basically was told I had to track and find my package. I waited the entire next day for my delivery and still nothing. I then sent an email requesting a refund back to my original card in the amount of $73.18. I'm still waiting on a response from this business. At this point I'm over it and no longer even want these products and want my refund. Please assist. This has been a horrible experience with this business.Business response
02/20/2024
The customer was refunded on 2/3/2023Initial Complaint
05/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 05/03/22 I placed an order on Briogeos website and paid $101.36. I also placed a second order for $35.43. I filed for a return via the return portal on their website for each order separately. It has been a week with no response or approval of return despite Briogeos claims of a response within ***** hours. I have emailed them numerous times with different emails to avoid being tagged as spam. Moreover, I have reached out to Briogeo via their social media platforms and have not had luck with resolving the issue. This is ridiculous as I only want a refund for the products I ordered as they did not work for me. This is completely unacceptable for such a large and well-known company.Business response
05/16/2022
The customer reached out to our teams Thursday 5/12 on how to properly process a return, albeit all instructions are visible on our website as well as our email auto responder. After responding to the customer via email on 5/12 with the steps to process their return, the return request was submitted Friday afternoon, after hours of operation for our team. Our hours of operation are also visible on our website as well as our email auto-responder. As of 5/16, this return request + label has been successfully processed as done per our hours of operation, for the customer to receive her return label. Our warehouse teams will await for the return package and within the allotted return window to process the customer's return refund as per normal.
-Briogeo Mentorship Team
Initial Complaint
05/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order with the Briogeo website 7 days ago today. The order still had not shipped so I contacted the company about cancelling or rerouting the shipment. In the morning, the company claimed that the order was shipped magically overnight after I contacted them despite the fact that I had not received a shipping notification. They said I would have to contact **** to request an address change. I called **** immediately after receiving their email. **** said that they had not received the package yet but that it was ineligible for rerouting or refusal of delivery. I am out of options. I am not going to be home when this package is delivered, because I will be in ******* for brain tumor treatments. This is 11 hours away from me. I was trying to do my due diligence to cancel this order but the company is refusing to assist me, claiming the package has shipped when **** states they have not received the package yet. Now the package will sit outside my door for 6 weeks to be stolen. I want to refuse a full refund for these items that I will not be able to receiveCustomer response
05/06/2022
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
03/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have placed an order # *******. and did not receive it then I emailed them asking for my order and they told me to wait after waiting I ask again and they send me a link to file a lost package claim from post office and I called post office and they have told me this should be file by the shipper because I was not the one who shipped it or didn't witness or have a receipt of the shipping ... then I have emailed them back to the company and they told me they will not ship my order or refund my money unless I filed the claim which I do not know if they ship me or no ... I have all the documents in my email ... also will forward this to the general attorney of New York for doing business online but don't comply with product being sent to the customers and want the customers be filing for the things they did not received ...Business response
02/20/2024
Hello, we provided to the customer that a search claim request must be submitted through **** and a screenshot provided back to **. This search request includes the customers information shipping address and a description of the box. No insurance information is needed at this time. We would be happy to provide a store credit as a courtesy to the customer to reorder if they have not received this shipment.Initial Complaint
12/06/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am disabled. Briogeo is not accompanying to this. I ordered multiple items from them. They will not help me. ONE item was delivered only and damaged leaking. They will not ************* and Ive called nine times and left messages as of 12/3/21 at 3:22 pm eastern.Business response
12/07/2021
We do apologize for the inconvenience, The order was fully refunded at the initial correspondence. This issue has already been resolved.
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Customer Complaints Summary
8 total complaints in the last 3 years.
5 complaints closed in the last 12 months.