Complaints

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:12/20/2023

  Type:Customer Service 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.

  The company refuses to cancel my mother’s subscription, their phone goes directly to voicemail, they do not answer emails. This company is a joke.

  Business Response

  Date: 04/02/2024

  Thank you for reaching out to us and we apologize for the inconvenience you are experiencing when reaching out to us. We currently do not have a direct customer support phone line. Any phone number that might be on public pages related to our company is not a direct customer support line so we apologize for any phone numbers you find. Email, online chat on viori.com, ******** and Instagram are the current forms of direct customer support we have. In most cases when you email and do not receive a response the following may have happened: 1. Our reply went to a spam or junk inbox. 2. The email you used was incorrect. 

  If neither applies to your situation we truly apologize and we are so sorry you haven't received our responses. If up to this point you still haven't been able to be taken care of, please reach out to me personally at ***************************************. We are more than happy to refund you, cancel your subscription and make this right with you/your mother.

  Thank you for your time and again, we are so sorry for the poor experience you had with our company.

• Initial Complaint

  Date:09/16/2023

  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.

  Re: Membership Cancelled - Issue.1. I have tried to go to the site to cancel subscription.2. I have tried to return the items shipped that are on auto ship saying they do not do returns in ******.3. Walked through web site information on cancelling membership, it does not work or confirm that it is cancelled, and then the next shipment arrives.4. Last order ******* I can see on the site, but when I try to find the place to go into my account and cancel future orders it does not work. It states no active subscription active?

  Business Response

  Date: 09/28/2023

  Hello! 

  We are so sorry for the poor experience you've had with our subscription management system. I have looked into your subscription and can confirm it has been cancelled for the travel size shampoo & conditioner. I noticed that on September 16th a new one-time purchase was placed on the website directly, not from a subscription, for 2 full size shampoo & conditioner bars and a bamboo holder. If you do not want them, please send a message in our chat bot on our website that you would like to return it and we can send you the return information. 

  Thank you!

• Initial Complaint

  Date:09/13/2023

  Type:Delivery 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 ordered product from viori on September 5th and have not received it yet. I submitted two requests to have them follow up on the shipment have not received any contact back. I have also contacted the Post Office customer service who refused to track the package and I also went to the local Depot here in Sartell Minnesota and ask them to track the package. I was told by the local rep that they do not track packages and that there was nothing they could do to deliver the package. Viori you need to talk to your vendor you paid them to deliver product for your business and they're committing fraud and theft stealing your money by not delivering the package. Please find my package and have it delivered to my house I want my product because I got it for a great price. Additionally this is not the first time I've had this problem with this particular Depot in Orem Utah. As a customer I would be happier if you would contact other vendors and see if you can find another company that could provide better shipping the USPS system is like the slumdogs of the shipping world.

  Business Response

  Date: 04/02/2024

  Thank you for your feedback and we are so sorry to hear about your shipment from ** not arriving to you properly. We will keep this situation in mind with our shipping partners as we move forward as a company. I have looked into your order and it appears we have applied a full refund. Another option to try would be ordering directly from Amazon.com or Sephora.com. Those are the other channels we are available for online purchase. Again, we are so sorry **** was not able to complete the delivery to you. Please reach out to us via email or social media for any additional questions. Thank you!

• Initial Complaint

  Date:04/22/2023

  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.

  I purchased a shampoo bar and conditioner bar from Viori and signed up for autoshipment to save money and try something I believed was a healthier option than regular shampoos and conditioners. I have been trying to attempt to cancel the shipments again, and the system does not allow you to apparently, even though it confirmed it for me three months ago. I thought it was a done deal. The customer service email leads to no reply and the phone number, which is listed with a statement regarding people with disabilities and giving them better access as well, is absolutely out of service. This is showing a disregard and a false statement under the ADA laws. I am seeing a trend unfortunately, and need a refund of both the last shipment and the one on the way that were both supposedly canceled in their system for the amount of $ 27.56 each shipment.

  Business Response

  Date: 04/02/2024

  Thank you for your feedback and we apologize for the experience you had reaching out to us and our subscription system. Our online portal is the best way to manage your subscription if needing to cancel. Just to confirm, I am showing your subscription is cancelled and recent order has been refunded. I will also direct your feedback to upper management to resolve the phone number issue. Thanks for bringing this to our attention!

  We apologize for the poor experience you had with our company and we will take this feedback and try improve our customer experience.

  Please let us know if you have any other questions via email and/or social media channels.

  Customer Answer

  Date: 04/05/2024

  The response I received from the Viori representative that states the company portal is the best way to complete a cancellation is the exact way I did do it last year, with no satisfaction in the end, even after the confirmation was received that it was cancelled. This is why I requested refunds for both January 2023 and April 2023, because there was no response,  no way I was going to pay to send the products back myself with that in mind,  until a refund confirmation, and cancellation was confirmed again. It also is incorrect to state that now a refund has been given.  My Wells Fargo account would show a pending or final process of this and it does not. Apparently the representative has given a false statement of this and I would like it to be fulfilled as requested for two charges of $ 27.56. 

   

  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 04/05/2024

  Hello!

  Thank you for your additional feedback. I apologize for my misunderstanding, I must have been looking at the wrong account. I was able to locate yours and apply the refunds and confirm the cancellation of your subscription. I have attached screen shots for your record. 

  Again, we are so sorry for the poor experience you had with our company and customer portal. 

  If you wish to give Viori a try again in the future we would be more than happy to provide a free complimentary set of product on us. To claim that, please reach out to me directly via email at *****************

  Please let us know if you have any questions. 

  Thank you!

• Initial Complaint

  Date:03/29/2023

  Type:Billing 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 am trying to cancel my subscription with this company yet I am still being billed, I canceled 2 months ago I keep recieving the product and continue to be billed.

  Business Response

  Date: 04/02/2024

  Thank you for reaching out to us. We are so sorry this happened! After looking into your account, I am showing it is cancelled. We apologize for the difficulty you had cancelling your subscription, we will try to improve our online customer portal!

  Please let us know if you have any additional questions or feedback.