Complaints

This profile includes complaints for Kao USA Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Kao USA Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Kao USA Inc

  2535 Spring Grove Avenue Cincinnati, OH 45214

  
• 

  Kao USA Inc

  PO Box 145444 Cincinnati, OH 45250

  

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:12/09/2024

  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.

  As a senior, its not very easy to order things on the internet so I decided to call the company KAO for some assistance. I wanted to buy Jergens hand soap refills. The girl was very nice and directed me to the proper page. I quickly chose an amount and placed my order. I recieved the order only to fond out they are the hand pump version. The gal neglected to tell me that I had to choose which item I wanted. (Pump or refill) It was very difficult to do to say the least. Even with guidance, the order was wrong. My son and I have called the company numerous times and have got no where. We have requested supervisors and left messages. We want them to provide a shipping label to return these and be sent the correct product.

  Customer Answer

  Date: 12/09/2024

  Please cancel our complaint. We have finally made contact with the supervisor and she took care of us. Thank you.

• Initial Complaint

  Date:06/02/2024

  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.

  Enough! I purchased a 21 FL 0Z Bottle of ******* Ultra Healing Lotion from my local ******* last Saturday 5/25/2024 and it's only 3/4 full. This is not the first time in the past few years I've had to complain about this; only to be told " it settles after packaging " . This is unacceptable. Inflation is eating up every bit of money consumers are earning and manufacturing are giving us less...I'm not happy paying for an advertised 21 FL OZ but actually getting 18.5 FL OZ. I want ******* to make good on my purchase and provide a price adjustment and a Manufacturer coupon for future use, this is a product I purchase every month ; two to be exact, 1 for my use and 1 for my son's use. I've taken a photo under direct light to prove that the Lotion isn't full and wasn't 21 FL OZ upon delivery to the retailer.

  

  Business Response

  Date: 06/03/2024

  I am responding to complaint number ******** from ***** ********.
  
  We have received and reviewed your customer concern about our business and would like to provide additional detail concerning this complaint.
  
  To date we have not received correspondence from ***** ******** about any dissatisfaction with our ******* product. We have searched our system and ran phone reports to try and find when she may have contacted us, we do not have any records with the information provided in this complaint. We would be happy to speak to her about her concern if she would call our Consumer Care line at ###-###-####.
  
  I hope that this successfully addresses the Bureau’s concerns. If you have additional questions, please contact me according to the below listed information.

  Customer Answer

  Date: 06/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ********
  

  Customer Answer

  Date: 06/11/2024

  I made my dissatisfaction known that I wanted a refund due to the advertised product volume not being what I paid for . The BBB complaint was made to the manufacturer as it should have been...not ******* who stocks and sales the ******* Brand.

  That's all the clarification I need to provide and you received the photos in the original complaint filing! I DEMAND A FULL REFUND!

   

  

  Business Response

  Date: 06/13/2024

  I am responding to complaint number ******** from ***** ********.
  
  We have received and reviewed your customer concern about our business and would like to provide additional detail concerning this complaint.
  
  We are mailing the customer at the address provided in this complaint, a free product coupon to use when they choose. In addition, we will be mailing a new bottle of lotion to replace this bottle. These two items will be mailed separately, please allow 10 to 14 business days to receive.   
  
  I hope that this successfully addresses the Bureau’s concerns.  If you have additional questions, please contact me according to the below listed information.
  

• Initial Complaint

  Date:05/10/2024

  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.

  I would like the chemistry specifications on the iodine content of any of the subchemicals used in this product. I have thyroid issues and when I used this product, I got significant thyroid swelling to the point I was miserable. I am very sensitive to iodine and take medication. I stopped using your product and after about a week, the thyroid swelling went away. I started using your product again not thinking anything of it and my thyroid swelled up again. I had been applying the Natural Glow solely to my neck and face. If your product has iodine or iodine-derived compounds at the sub-chemical level, I want to know and if so, this should be included in your product description, ingredients, and with a warning that it contains iodine. If it does have iodine derivatives, make the label more clear. I know my body. I did several trials after the fact just applying to my thyroid area to see if my thyroid is sensitive to the product continually and it is. That means there is iodine somewhere in your product, maybe in a sub-chemical name but I need to know and you need to disclose this on your packaging. I am willing to be tested to prove the above. I want follow-up and I want one of your product chemists to provide a summary of the iodine content. If there IS hidden iodine, if I would have known and if it was on the label clearly marked, I would not have bought your self-tan products. All I want out of this is that if there is iodine or iodine derivatives in your product, you disclose it on your label. This could affect many people who may be unsuspecting because they don't put 2 & 2 together like that.

  Customer Answer

  Date: 05/13/2024

  You can close this as I found the information I was looking for about the product.
  
  
  
  Thanks,
  ******* *******
  ***** ********
  

  
  

• Initial Complaint

  Date:11/17/2023

  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.

  I bought the ***** **** blowdryer on May 23, 2023 and it stopped working on September 4, 2023. On Sept 5 I reached out to the company I purchased the blowdryer through and they said I had to reach out to the manufacturer directly. So I did through Kao's website. After a month with no response, I called Kao for help. They said they would send out a return kit to ship my dryer in for repair. Two weeks later that didn't show up so I called again and left a message. Another week goes by and I email them asking for help. They call me and tell them they will have UPS come pick up my package. That was two weeks ago and they still haven't come by. I've now attempted to call them twice and haven't heard back. I just want my money back at this point.

  

  Business Response

  Date: 11/30/2023

  Kao has responded to the complainant and refunded ***** ***** her money. 

  Customer Answer

  Date: 11/30/2023

  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. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:05/15/2023

  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.

  Purchased a bottle of bio-oil. Product did not work as advertised. Very messy/watery. Container hard to por out oil. Very messy. Oil does not moisturize skin. Package and product description not accurate. Want refund for purchase price of $11.05. Want refund for defective item purchase. Thank you.

  

  Business Response

  Date: 05/15/2023

  I am responding to complaint number ******** from **** ******.
  
  We have received and reviewed your customer concern about our business and would like to provide additional detail concerning this complaint and complainant.
  
  We received our first contact via email from *** ****** on 2/23/2023 informing Kao USA Inc. that he was unsatisfied with our ***** Ultra Healing Moisturizer lotion and seeking a reimbursement check for the purchase price of $ 10.97. We sent *** ****** a follow up email on 2/23/2023 asking for more product information including how much product was used before the issue was noticed, UPC code and Batch code - stamped numbers/letters on bottom or back of bottles, and location of purchase.   We did not hear back from *** ****** on the issue with the ***** product. On 3/6/2023 we received a second contact via email from *** ****** regarding our Ban Invisible Roll-on Antiperspirant Deodorant seeking reimbursement $4.97. Again, we sent an email asking for similar product information to research his complaint and as of this date we have not heard back. To date, we have not received correspondence from *** ****** about any dissatisfaction with our Bio Oil product.  We invite *** ****** to reach out to us to better understand his dissatisfaction and give us product information.
  
  I hope that this successfully addresses the Bureau’s concerns.  If you have additional questions, please contact me according to the below listed information.
  +++++++++++++

• Initial Complaint

  Date:03/24/2023

  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.

  Hello: I hope this email finds you well. I appreciate your following up with me so quickly. I have considered the content of your email; however, I find it offensive and inconsiderate. For you to suggest a turnaround time of two months for an issue with lotion is inappropriate. For the envelope/return label to arrive to me will take up to one month. For the product to arrive back to you takes 1+ week. Moreover, for you to inspect the product and either issue me a replacement, refund and/or coupon will take another 2-3 weeks. This entire process will leave me frustrated and take almost two months. I do not accept this as a valid resolution and request an alternative resolution in this case. I am requesting a replacement for my (3) 32-ounce products or coupons to purchase the products at my leisure. I appreciate your kind understanding. I look forward to hearing from you soon. ******* ***** ***** **** ****** *** **** ******* ** ***** Respectfully: ******* * ***** This is regarding reference number: Reference # **********. I have reached out to you and your office numerous times about this case. I have heard no response by email and have not been able to reach anyone by phone. Thanks.

  

  Business Response

  Date: 04/04/2023

  I am responding to complaint number ******** from ******* *****.
  
  We have received and reviewed your customer concern about our business and would like to provide additional detail concerning this complaint.
  
  We received an email from *** ***** on 3/21/2023 informing Kao USA Inc. that she was not satisfied with a Jergens product. She stated “The price increases combined with the decrease in quality is not acceptable. This product was watery, and I could not use it”.  We followed our complaint procedure and emailed *** ***** on 3/21/2023 asking for more information including the UPC Barcode, batch code number, and the store where the item was purchased. In addition, we explained that we would like to send her a return mailing kit so that she could return the item in question.  Kao USA Inc. received an email back from *** ***** on 3/21/2023 repeating the original complaint. We did mail *** ***** a return mailer along with a pre-paid label so that the product in question could be sent back to us. , in Additionally, a free product coupon was mailed at the same time so that she could replace the item without delay. To date we have not received the product in question.
  
  I hope that this successfully addresses the Bureau’s concerns.  If you have additional questions, please contact me according to the below listed information.

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:
  
  The response is rejected in its entirety.

  I have emailed the business in question multiple times and have been largely ignored. Moreover, I have NOT received a mailer to return my product or any coupon/vouchers. Moreover, if you feel this way you could have called me or even emailed me directly. The level of customer service I find to be unacceptable and I standby my position. 

   

  In the interim, please re-issue the reimbursement and mailing label by a certified/traceable method. I appreciate your time and consideration.

   

  Respectfully 

  

  Business Response

  Date: 04/05/2023

  I am responding to complaint number ******** from ******* *****.
  
  We have received and reviewed your customer concern about our business and would like to provide additional detail concerning this complaint.
  
  We received a second contact via phone from *** ***** on 4/4/2023 informing Kao USA Inc. that he has not received the return mailing material or his free product coupon that was mailed on 3/21/2023. On 4/4/2023 we mailed *** ***** a second return mailer along with a pre-paid label so that the product in question could be sent back to us. Additionally, a second free product coupon was mailed at the same time so that he could replace the item without delay.
  
  I hope that this successfully addresses the Bureau’s concerns.  If you have additional questions, please contact me according to the below listed information.
  

  Customer Answer

  Date: 04/06/2023

  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. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  Date:06/29/2022

  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 purchased products and followed the returning process returning the items I purchased. I have emails about my refund and paid shipping to return the items timely. After months of email I have only received part of my refund. It took over 6 months to receive a refund after having to email the company over and over and over. They have not fully refunded me for my returned items and are not responding to emails.

  

  Business Response

  Date: 07/18/2022

  7/15/22
  
  BBB Serving Southern Ohio Northern Kentucky
  Southeast Indiana 1 E. 4th, Suite 600 Cincinnati, OH
  
  Regarding complaint #********
  
  To whom it may concern:
  
  This letter is regarding complaint number ********. I am the Customer Service Manager for Kao USA Inc. for
  one of its salon brands which is trademarked ORIBE. We believe that this matter has been resolved to the
  consumer’s satisfaction as outlined below.
  
  • This customer placed an order with us on September 3rd, 2021 (*********), as well as October 6th,
  2021 (order number *********).
  • Customer reached out to us 10/21/21 asking if the items specifically from order***-***-****could be
  returned.
  • Q4 is our busiest period, so unfortunately, we didn’t get back to the customer until 12/14/21.
  Normally, our return policy is 30 days, but since we were delayed in responding, we said the items
  from***-***-****could still be returned.
  • Unfortunately, the return was then lost at our warehouse, delaying the refund process. During this
  confusion, the customer did email us asking for status of their refund.
  • Once the return was found, my team asked for manager approval to credit an item that was returned
  from the September order***-***-**** since only order***-***-****from October had been approved
  for return.
  • This approval was granted, but unfortunately there was a misunderstanding, and only items from
  ********* were refunded.
  • This has been corrected and as of 7/13/22, the customer has also been refunded the item returned
  from order***-***-****
  • In total, the customer has been refunded $91.47 from order***-***-****and $169.02 from order
  *********. Receipts for both refunds have been provided to the customer via email (sent to
  ****************).
  
  As a result, we believe this has been resolved. If there are further questions or concerns regarding this,
  please contact me at karen.w*****@kao.com.
  
  Thank you!
  
  KAREN W***** | Customer Service Manager—Oribe, Americas