Complaints

This profile includes complaints for Helen of Troy L.P.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Helen of Troy L.P.

  201 E Main Dr Ste 300 El Paso, TX 79901-1613

• 

  Helen of Troy L.P.

  1 Helen of Troy Plaza El Paso, TX 79912

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:06/10/2025

  Type:Service or Repair 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 a PUR water dispenser at ******. It leaked overnight and caused damaged to my kitchen floor (I know it was the dispenser because I watched it leak and since it was removed, there hasnt been another problem). I sent it back to the company who said the lab didnt find any defects. That incorrect.

  Business Response

  Date: 06/10/2025

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

  I spoke with **** from claims and he said he has already reached out to you regarding the results of testing your product and your request for damages. Our engineers did not find anything wrong with the *** water dispenser and they have declined any request for damages. 

   

  Business Response

  Date: 06/10/2025

  My apologies. I neglected to mention that if you wish to have the product returned, PUR will send it back to you. Please let me know by responding to this email. 

  Thank you, 

  ** Ann    

  Customer Answer

  Date: 06/12/2025

   I am rejecting this response because:
  My husband and I watched the item leak. Since it was removed from my home, there havent been any further issues.
  
  

• Initial Complaint

  Date:05/20/2025

  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.

  Pur water filter product which is owned by parent company here,would not provide email confirmation or any support after purchasing product. I emailed this CEO of Helen of **** and he never responded. Now ***** is trying to ship me an adapter for product I returned to ******. I will refuse product. I lost $9 in the transaction because ****** charged me for shipping.

  Business Response

  Date: 05/21/2025

  Hi *****. Thank you so much for reaching out. My name is ** *** and I am the ***************** Manager here at Helen of ****. 

  We have submitted a refund for $7.99 to our finance department and you will receive a check in the mail in ***** days. Any additional questions, please feel free to respond to this email. 

  Thank you!

  Customer Answer

  Date: 05/28/2025

  No . It has not been resolved.  I have not heard from the product company. 

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair 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 purchased two Honeywell tower filters approximately four months ****** that time, both units had issues humidifying past 20 percent, and later leaking. One unit leaked heavily.Called for warranty and the company initially refused to honor the warranty while simultaneously probing about potential damages to home. Would not move forward with fulfilling warranty despite us not making any claims of property damage/bodily injury.Representative ****** was extremely confrontational and spoke in an adversarial way. He seemed almost intent on getting me to sue the company for bodily injury...or have me insist that none occured which is coercive at best. I was deeply disturbed by this.I later spoke to ****, a supposed supervisor, who told me they were following Honeywell's orders. Regardless, I am certain after doing business with ********* for years, ********* does not intend for its customers to be abused or disrespected in any pursuit of knowledge.I initially asked for the unit issue to be resolved sooner rather than later because of health issues, but the representatives preferred to argue over imagined liability.Hanging someone's health in the balance while demanding a concession that simply is not true to fulfill a warranty is not only unethical, it is putting someone into a state of duress...

  Business Response

  Date: 05/06/2025

  Thank you so much for reaching out, Ms. ******** My name is ** *** and I am the ***************** Manager here at Helen of ****. I would be happy to help. 

  The humidifiers that you purchased are the highest line models that we sell. Do you still have a copy of your receipt? I would be happy to issue a refund for both humidifiers. 

  I will wait to hear back from you. 

  Customer Answer

  Date: 05/06/2025

   I am rejecting this response because:
  
  Business said it would try to resolve May 2, then failed to return call on May 5, and May 6 to hash out specific resolution.  Business blocked my number on May 6 after not returning call on May 5 (yes, really).

  I do not agree to this current resolution   Resolution should include compensation for parts purchased while unit was not functioning correctly.  Would never ever recommend this company to clients.

   

  Business Response

  Date: 05/07/2025

  Thank you for sending the receipts. We will send you a full refund for both humidifiers. It will be in check form and you should receive it within 7-10 business days. 

  Can you please let me know what parts you purchased and also provide receipts, if you have them? I would be happy to reimburse you for your out of pocket costs. 

  I will wait for your response, thank you!

   

  Customer Answer

  Date: 05/07/2025

   I am rejecting this response because:
  I am attaching the receipts for ***** and 35.18.

  The check refund does not work for me unless made out to the person cashing it.  Direct deposit would be workable.

  If we resolve the refund method I think that will be all.

  Business Response

  Date: 05/08/2025

  Thank you for your response. 

  I just confirmed with our finance department that we do not have the ability to process refunds via Direct Deposit. Since the products were purchased from a retailer, our only option is a check. 

  I will submit a separate refund for the 2 filters since your humidifier reimbursement is already in the works. 

  Thank you!

   

  Business Response

  Date: 05/09/2025

  We have issued an additional refund for your filters in the amount of $59.29. You will receive your check via **** within 7-10 business days. 

  Please let us know if you have any additional questions or concerns. Thank you!

  Customer Answer

  Date: 05/13/2025

   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

  Date:04/29/2025

  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 2 packs of water filters. Bot had issues. They refunded the 2nd. They ***laced the 1st with more filters. The ***lacement filter also did not work. Ive been contacting them over the last 5 months to get a refund because i keep being directly told that i will get a refund. Then i domt so i call back and they say im not. *** had manager approval. Now they are claiming i didnt send a receipt for that 1st package which is a lie. I spoke to a *** in february or march and sent the email of my receipt while i was on the call and he confirmed they got it. So at this point they are essentially scamming me; lying about the information i have sent (which i have proof of in my sent folder), and lying to me about being reimbursed. Telling me ill be compensated to get me off the phone, then not sending anything out. This is not allowed in any call center. I know, i work in one. I want something done about this so 1. I can get my ***** back and 2. They can be held accountable to lying to consumers to get them off their phone

  Business Response

  Date: 05/05/2025

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

  Our apologies for the issue with your filters and the delay in the request for the refund for your additional purchase. I had one of our representatives issue a refund in the amount of $28.27 for the 2nd filter purchase. The reference number is ****** and you will receive a check refund via US Mail within ***** business days. 

  Please feel free to let me know if you have any additional questions or concerns. We appreciate your business and, again, apologize for the inconvenience. 

• Initial Complaint

  Date:04/22/2025

  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 bought a thermometer from ***** and it needs to be replaced it is in the warranty.

  Business Response

  Date: 04/21/2025

  I wanted to let you know we do not own this ***** product, the info for the company is the last we had.
  
   
  
   
  
  *****:
  
  Thermometers
  Blood Pressure Monitors
  Nasal Aspirators
  Ear & Nose Trimmers
  Oximeters
  Helen of **** (Kaz)
  ********************************
  Suite 300
  *************** 01752
  **************
  Email: ********************************
  Email for social contacts: **************************************************************************
  
  **********************************************************************
  
  Address for product returns:
  
  Helen of ****
  Returns Department
  1 Helen of **************
  *******, *******; 79912
  
   

  Business Response

  Date: 04/28/2025

  Hello! My name is ** *** and I am the ***************** Manager here at Helen of ****. Thank you for reaching out and I would be happy to help you! 

  We apologize for any inconvenience this has caused. To assist you, wed be happy to determine your product's warranty eligibility.
  
  Please provide the following details:
  Shipping (physical) address
  Telephone number
  Your Units model number
  Lot code
  Approximate date of purchase (receipt preferred)
  
  The lot code is typically inside the battery compartment and will be either: 
  
  A 5-digit number followed by 3 letters, or
  An 11-digit number with "K" as the middle digit.
  In some cases, it may be on the side of the unit, starting with "SN".
  
  Once we receive this information, we can proceed with the next steps for warranty assistance.

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:
  I dont think the business understands what happened. The Thermoscan 7+ connect ear thermometer was lost in the la fires. I have the receipt it was purchased on 1-6-25. I would also like if the company chatted with me through email
  
  

  Business Response

  Date: 04/29/2025

  Thank you so much for the context. 

  Our warranty is for manufacturer defects so this would not fall under our replacement policy. Since you have proof of purchase, I would suggest submitting it to your insurance company and they may be able to help you. 

  Our hearts go out to you during this very difficult time. 

   

  Customer Answer

  Date: 04/29/2025

  The agent told me that they could replace it for free

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair 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 purchased this hair dryer from Ulta Beauty less than 6 months ago (10/16/2024). I have enclosed photos of the item/box/receipt. Today the hair dryer stopping working; when you turn it on it makes a noise but does not blow any air. There is also a terrible burning smell coming from the item. I unplugged it immediately. Ulta Beauty will not take it back since it is outside of the normal 30 day return limit. This is unacceptable. I live alone and only wash my hair 2 times per week. Under this minimal, normal use I expect a a hair dryer which cost me $79.99 to work longer than 6 months. I am happy to destroy the item and show video or photos of me doing so, or I will return the item ONLY if the company provides me with a free shipping label and compensates me for my time. I expect a refund for this defective item for the full price I paid including tax or a brand new replacement.

  Business Response

  Date: 03/31/2025

  Hi, *****! My name is ** *** and I am the ***************** Manager here at Helen of ****. Thank you so much for reaching out. 

  We will be sending you a prepaid label via email to send back the blow dryer so our Quality Team can inspect. In the meantime, we will be sending you a new blow dryer. I am so sorry for the issues that you had and hope that you find this solution acceptable. 

  Please reach back out if you do not receive your replacement in 7-10 business days. Thanks again, we appreciate your business!

  Customer Answer

  Date: 04/01/2025

  No. I do not accept this resolution. Someone emailed me-to the only email I have which is what I used for this BBB complaint and they have asked me to to cut the cord of the dryer off and send them a picture of it.  Now they have just sent me an email to THE SAME EMAIL ADDRESS, saying this email is not associated with the original complaint and therefore they can not move forward. What kind of customer service nonsense is that? It the representative who emailed me under the influence of alcohol? 

  Customer Answer

  Date: 04/01/2025

  This is literally the only email I have and its the only one I have used to correspond with you: Helen of **** and the BBB. How can you representative tell me its not the right email address? See the photo of their response. 

  Customer Answer

  Date: 04/01/2025

  Yes, thank you. I can attach 2 photos here to show you. So I received several emails from the company and all of them are saying the same thing-they wont communicate with me further because the email does not match their records. Even though someone emailed me earlier in the day asking for all of my personal information and photos of the item and the receipt-all communication is from the same email: ************************

  Customer Answer

  Date: 04/02/2025

  Ok let me try sending again. 

  Customer Answer

  Date: 04/03/2025

  From: Di Cif <*********************************>
  Sent: Thursday, April 3, 2025 7:57 PM
  To: resolutions1 ******************************** <*****************************************************************************>
  Subject: Re complaint #********

  Customer Answer

  Date: 04/03/2025

   I am rejecting this response because:
  
  

  From the CONSUMER:

  Sent 4/1/2025 1:12:10 PM

  Read by ********************************************* on 4/1/2025 3:25:20 PM

  No. I do not accept this resolution. Someone emailed me-to the only email I have which is what I used for this BBB complaint and they have asked me to to cut the cord of the dryer off and send them a picture of it.  Now they have just sent me an email to THE SAME EMAIL ADDRESS, saying this email is not associated with the original complaint and therefore they can not move forward. What kind of customer service nonsense is that? It the representative who emailed me under the influence of alcohol? 

   

  
  

  Business Response

  Date: 04/11/2025

  I am so sorry to hear this. I am working with the manager to find out what happened here. I will expedite your replacement. Again, my apologies for the error! 

  Business Response

  Date: 04/15/2025

  Good morning! Your order # is 28015475. I will follow up with tracking as soon as I receive the information from our warehouse. 

  Thank you! 

  Business Response

  Date: 04/15/2025

  Hello again! Attached is your tracking information. You should receive the replacement tomorrow, 4/16. Please let me know if you have any additional questions!

  Customer Answer

  Date: 04/15/2025

   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

  Date:02/20/2025

  Type:Service or Repair 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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/15/2025

  Type:Service or Repair 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 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

  Date: 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

  Date:12/30/2024

  Type:Service or Repair 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 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 Answer

  Date: 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

  Date:10/25/2024

  Type:Service or Repair 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.

  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

  Date: 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