Complaints

• Initial Complaint

  02/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a PUR water filtration system (Model Number:DS1811Z) on ****** on July 14, 2023. I owned the product for just over one year and the handle to the spout broke off. ******'s policy states that I needed to reach out to the company's customer service for assistance, so I did so on 11/23/2024 to share my issue. ********* in customer service wrote back on 11/27/2024 saying that they do not have a replacement part for the broken spout but she requested my shipping address, the model number, the lot code, the date of purchase and receipt and said would provide me with further assistance. I immediately provided all of the requested information, including photos and since then, have not received a response. Between 11/27/24 and 2/19/25 I have followed up 5 times and no one has responded to my repeated requests for resolution.

  Business response

  02/21/2025

  Good morning, Ms. ********** My name is ** *** and I am the ***************** Manager here at Helen of ****. Thank you for reaching out. 

  I am so sorry about the delay and our lack of responsiveness - this is certainly not the way we do business and it is unfortunate that this happened to you. The representative that you were working with took another position within the company and neglected to check on any follow up that may be needed. I am certainly not making excuses, I just wanted to give you some context. 

  We have placed an order for a new PUR DS1811Z and are including 3 additional filters for your inconvenience. The order # is ******** and I will follow up with the tracking on Monday or Tuesday once the package leaves our warehouse. 

  I hope this helps. Again, our apologies and we thank you so much for your business! 

  Business response

  02/24/2025

  Hello!

  As promised, following is the ***** tracking number for your replacement PUR dispenser model DS1811Z and 3 courtesy filters. It looks like you should receive it by the end of the day on Wednesday, 2/26. Please let me know if you have any additional questions or concerns. We appreciate the opportunity to make this right!

  589843983243338

   

   

  Customer response

  02/24/2025

   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.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dealing with Helen of **** over the last couple of years regarding my Hot Tools Blow Dryer. I originally purchased this from my local **********. I was able to exchange my first broken blow dryer in store. After a few months it broke again, I then was told I had to go through Helen of **** as it was past the date range for in store. Long story short, This is now my 5th blow dryer same model same issue and I have contacted them each time. It literally breaks every 3-4 months. This blow dryer is defective and should be recalled. This last time I reached out about this issue, I asked for a refund or a step up model to replace this dryer. I was told to ship my tool back and they will get a replacement sent out. How long are we going to do this?!? This is absolutely ridiculous! Just refund the money and I can move on to another more reliable blow dryer. Super disappointed

  Business response

  01/21/2025

  Hi *****. Thank you so much for providing the detailed information regarding your HoT Tools hair dryer. I am so sorry for the issues that you have had since your purchase. 

  I will be submitting a refund request this morning - can you please provide your full name and address? Since you purchased it from ****, we have to issue a check and mail it to you. 

  I will wait for your response and I look forward to making this right! 

  ** *** *. 

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Honeywell HCM710 series from Amazon less than 2 months ago, and despite regular cleaning, mold has built up behind the water level indicator and it cannot be removed to clean it out. I am not going to use the unit with that in there. I contacted Helen of **** per the warranty booklet, on 12/15/24 and attached the receipt and the picture of the issue. I requested a refund as I'm really disappointed and I've spent too much money on replacement filters for it already. I got an automated email saying they would get back to me in 1-2 business days. I have not been contacted. I would like a refund for the purchase as the product is unusable to me.

  Customer response

  01/03/2025

  Hello, I received a phone call from the business today, 1/3/25, and they are providing me a refund. We can close this complaint. Thank you.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase a Pur Plus filter system for my faucet on 10/01/2024 and the filter is now red after only three weeks. It should last three months as per the advertisement on the box. I am disabled and I need to drink filtered water. I tried contacting Pur as the filter is no good for this item and I have been unsuccessful.

  Business response

  10/30/2024

  Dear PUR consumer,

   

  We are very sorry to hear about your recent experience with our PUR products. We will have one of our team members contact you very shortly to see how we can help you with your concerns. 

   

  All the best,

  PUR

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Helen of **** 9/8/24 to make a complaint about a blower brush that was purchased 11/26/23. The pink tips at the end of the bristles are half off. I have brushes that I use way more than my blower brush and they have a couple of tips off and are older. When I called I was told this should not have happened in less than a year. I was told I would get an email to respond to. I needed to give my name,address,date of purchase ,pictures and receipt. I said I might not be able to find the receipt.I was told it was fine, I asked would I have to send the blower back and would they take care of it, she said if they needed it back they would tell me and send a return label, I emailed back all the info. Included pictures of the defective blower/brush and even had a picture of the receipt. I called late the next day today 9/9 to find out when I would hear about my ***lacement being mailed out, I was told I was sent an email telling me to cut the cord and send back a picture then theyd send the ***lacement out, I said I cannot do that until I get the new one as I dont have anything to use then. They said they need to know the product isnt usable because its damaged. I said its not mechanically faulty its the bristles. I asked for a supervisor who proceeds to tell me that its not even a covered problem and theyre doing me a favor, I explained I had no problem sending it back once I got the ***lacement. She refused. Just kept ***eating herself, I asked her if she could pull the recorded call to hear the *** yesterday that told me this should not have happened and its covered under warranty. She wouldnt respond, I kept asking her and she said she could but wouldnt offer to do it, I told her I was going to ***ort this to the BBB as this product is defective and I was told yesterday it was under warranty, I told the *** if I have to send this back before I get the ***lacement Id buy one made by another manufacturer. Why would I buy another of the theirs.

  Business response

  09/12/2024

  We contacted Ms. ******* and advised her we are sending her a replacement at no charge.

  Thank you,

  Helen of ****

  Customer response

  09/12/2024

  I thought Id get a call but I received an email telling me theyre sending me a replacement. Didnt say they received my complaint from you but I figured that was why. Told me theyre sending a label to print. I sent an email back asking if its a prepaid label and I also need to know how Im supposed to get it back as I dont have a box. I cant use the box. The new one comes in because its not a plain box so I cant just put the label on it. They havent responded to my email so hopefully they will soon. Thank you for taking care of this on my behalf since I wasnt able to do so on my own. 

  Business response

  09/12/2024

  We have subsequently called Ms. ******* and explained that we don't provide shipping boxes.  We provide a pre-paid shipping label.

   

  Helen of ****

  Customer response

  09/19/2024

   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.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased $144 worth of product on 8/24. My order, per their site at checkout, stated it would ship in 5-7 business days. The charge went away on my card after a few days so I emailed to check status and the customer service *** responded with a back order issue for a product I didnt even order. I got a shipping confirmation on 8/31 along with another pending charge for $98.44 that cleared my bank on 9/2. The ***** tracking number provided is invalid and when I requested a refund they sent another invalid tracking of for ***** and it now says it will ship 9/5. That is not what their site quoted for a shipping date and they cancelled a product from my order that I wanted. At this point I just want my money back.

  Customer response

  09/17/2024

  Dry bar has yet to return the funds or make anything right. 
  were going on almost a month of the company withholding funds. 

  Customer response

  09/17/2024

  When I took the package to the *** store the email said 7-10 business days. Now the email from the 13th is saying another 7-10 business days. 
  I just want my money back. 

  Business response

  09/18/2024

  **** ******** received her ordered items  on 9/6/24  Fed Ex.  After looking up the tracking number, a picture of her holding the box is in the Fed Ex tracking data.

   

  I have attached a pic of her holding the box.  Pic is in Fed Ex website.

  I have been unsuccessful in putting the pic in your report.

  Thank you,

  Helen of ****

  Business response

  09/18/2024

  I have put in a request to cut the customer a check for $98.44

  It will take approximately 2 weeks for her to receive the check.

   

  Thank you,

  Helen of ****

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I buy Pur Plus pitcher filters because they claim to filter so much more from municipal drinking water than any other brand. But the filters do not work as claimed. I reached out to the company and was given some tips to try and none of them work. Many of their filters are either dead on arrival or stop working very soon after installation. There should be a serious review of this because this issue has been going on for years for many other customers. If an entity is going to sell a product it should function as promised (even nearly at full lifetime capacity would be nice!). There is no excess scale or sediment at my locale so this has nothing to do with the issue. People from all over are frustrated with the lack of quality.

  Customer response

  07/25/2024

  I want a refund or replacement of the filters I have purchased. Have purchased six(6) boxes of three (3) pack of pur plus pitcher filters 

  Business response

  08/12/2024

  Dear ************,

   

  We want to apologize for the overall experience you had with our product. Understanding the importance of our product we will honor your request of replacement. This one time courtesy is a thank you for your loyalty to our brand. Any future replacements will have to follow our warranty procedure. Please understand our position with this response. 

   

  Sincerely,

  PUR Team 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to ***************************** of **** regarding their diversity pledge and I also reached out to them regarding their products not being accessible to all. As a person with a disability I have attempted to collaborate with ****** and no one cares. Please remove your diversity pledge or reword your mission because that is not true.This was taken from your website. Our work is focused on diversity, equity and inclusion, responsible stewardship towards our planet and building community through philanthropy, wellness and outreach. Those with disabilities do not feel included in product development and I know that a lot of companies are unaware of the different disabilities and how creating products for them can help them live a better life. I have been ignored and no one seems to listen. I was told that someone will be reaching out to me within 2-3 business days and I never received a call. Dear *******:Thank you for contacting us regarding ****** appliances. ****** appliances are produced and distributed via a license agreement with ********************** of ****. Helen of **** shares with ****** a commitment to the satisfaction of consumers therefore they will reach out to you directly to assist in servicing your beauty appliance needs.Your contact information is being forwarded to Helen of **** on the same business day it is received. Please allow two to three business days for a Helen of **** service representative to contact you. If you prefer, you may contact Helen of **** at ************ or via their website at ******************************************************************* our international consumers from ******, *********** and ******, please contact our International team at ******************** or visit our website at ****************************************************** you for your interest in and loyalty to the ****** brands. Please do not reply to this e-mail. Replies sent to this email address cannot be answered. If you have additional comments about this issue, please click here:********************************************************************************* If you have comments on a separate issue, please return to our corporate website: ********************* Sincerely,*************************** Manager ****** Consumer Affairs

  Business response

  05/17/2024

  BBB,

  We feel that our Diversity and Inclusion pledge, as listed on our website, addresses our commitment toward more diverse experiences, and backgrounds into Helen of ****.  Our associates have organized initiatives to help us become a more inclusive workplace.

  ***********************

  Helen of ****

  Customer response

  05/21/2024

   I am rejecting this response because:
  The business did not read my message. 
  I have reached out numerous times to understand why you do not create accessible products. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is regarding a PUR Water Filter Dispenser I purchased in May 2023. It's been less than a year and it no longer works properly. I emailed PUR (with the email address submitted here) hoping to receive a replacement/fix for the product. The response was basically "out of warranty - sorry - best of luck". It's been less than a year so this doesn't seem ok. When I let them know I was disappointed in the lack of a resolution and they'd be losing a customer, the reply was "thanks for the feedback",

  Business response

  04/04/2024

  Dear ********,

   

  We want to take this moment to apologize for the overall experience you had with our product. We will have one of our representatives reach out to you shortly to find resolution in this matter. 

   

  Sincerely,

  PUR ***, Inc. 

  Customer response

  04/10/2024

   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.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an OXO digital thermometer on 12/15/23 and it broke when I attempted to clean it. The mechanism got water in it and stopped working. There were no cleaning instructions on the packaging and I did my best to hand wash but it still got water on it. I called OXO immediately and they refused to replace the product despite there being a "Better Guarantee" printed on the package.

*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. ↩