topic Re: AVEDA. HORRIBLE Customer Service... in Beauty

AVEDA. HORRIBLE Customer Service...

FiddleDeeDee — Wed, 23 Sep 2020 22:14:36 GMT

SIL has posted this on their FACEBOOK page and a few other forums; she asked me to post here in order to warn those who order from AVEDA's website.

She received a large order (there is a 20% off sale right now) over $500 of products. The bottles are NOT sealed so the box, sent UPS, was soft and mushy. You guessed it: body lotion, shampoo and bath stuff coated EVERYTHING in the box. She called CS and was told this:

Wash and dry everything. Buy a box, print out the order info, sent it all back. AVEDA will send you back any item that they deem find and IF they believe they are at fault, will send you new items of the bottle that are not full/empty. Oh, and SHE has to pay for the shipping back.

What has happened to CS today?! Instead, she'll return it to the AVEDA (all of it, mushy box and ruined paperwork) to the local store and NEVER order/purchase their items again. So, beware with AVEDA.

Re: AVEDA. HORRIBLE Customer Service...

KingstonsMom — Wed, 23 Sep 2020 22:33:57 GMT

If she ordered from the Aveda's website and got no satisfaction from their CS with her order, why should that experience be posted on QVC's website?

I'm sure that if she had bought it from QVC and had those problems, QVC would have rectified it.

You can't blame another company for the CS problem they had with the manufacturer's website, so NOT fair.

Re: AVEDA. HORRIBLE Customer Service...

HB glamma — Wed, 23 Sep 2020 22:36:47 GMT

Just to be fair to a great company (in my opinion), I order as gifts and personal use, have never had any problems.
I did have a similar experience as yours once with an order of liquid products from a totally different source. When I called they replaced it without my sending the mess back.
Obviously a lot depends on who does the packing.

Re: AVEDA. HORRIBLE Customer Service...

Janey2 — Wed, 23 Sep 2020 22:39:34 GMT

I order from Aveda a couple of times a year, never had a problem with my order. Sometimes stuff happens.

Re: AVEDA. HORRIBLE Customer Service...

GenXmuse — Wed, 23 Sep 2020 22:50:24 GMT

Was she buying to resell it?

Re: AVEDA. HORRIBLE Customer Service...

Judaline — Wed, 23 Sep 2020 22:52:55 GMT

I buy my Aveda from Nordstrom. Great service and free shipping. Returns? Slap on the self-stick label and throw it in a mailbox. They will email you as soon as they get it (and won't bill you for the return) and you will have your refund in 3-5 days.

Re: AVEDA. HORRIBLE Customer Service...

banned again — Wed, 23 Sep 2020 22:56:53 GMT

@KingstonsMom We're all consumers here: FiddleDeeDee posted to help fellow consumers in the beauty marketplace. QVC allows off topic posts, see TV and Movies forum, Book Club, Mom to Mom, etc.

Re: AVEDA. HORRIBLE Customer Service...

Mindy D — Thu, 24 Sep 2020 04:27:04 GMT

@FiddleDeeDee wrote:
SIL has posted this on their FACEBOOK page and a few other forums; she asked me to post here in order to warn those who order from AVEDA's website.

She received a large order (there is a 20% off sale right now) over $500 of products. The bottles are NOT sealed so the box, sent UPS, was soft and mushy. You guessed it: body lotion, shampoo and bath stuff coated EVERYTHING in the box. She called CS and was told this:

Wash and dry everything. Buy a box, print out the order info, sent it all back. AVEDA will send you back any item that they deem find and IF they believe they are at fault, will send you new items of the bottle that are not full/empty. Oh, and SHE has to pay for the shipping back.

What has happened to CS today?! Instead, she'll return it to the AVEDA (all of it, mushy box and ruined paperwork) to the local store and NEVER order/purchase their items again. So, beware with AVEDA.
@FiddleDeeDee wrote:
SIL has posted this on their FACEBOOK page and a few other forums; she asked me to post here in order to warn those who order from AVEDA's website.

She received a large order (there is a 20% off sale right now) over $500 of products. The bottles are NOT sealed so the box, sent UPS, was soft and mushy. You guessed it: body lotion, shampoo and bath stuff coated EVERYTHING in the box. She called CS and was told this:

Wash and dry everything. Buy a box, print out the order info, sent it all back. AVEDA will send you back any item that they deem find and IF they believe they are at fault, will send you new items of the bottle that are not full/empty. Oh, and SHE has to pay for the shipping back.

What has happened to CS today?! Instead, she'll return it to the AVEDA (all of it, mushy box and ruined paperwork) to the local store and NEVER order/purchase their items again. So, beware with AVEDA.

Wow, that is lousy service. Once you wash and dry everything off and then switch boxes how would they tell if they are at fault? They should allow you to send photographs to them and then they could make a determination. Day before yesterday I had a great customer service experience with Amazon. I ordered shampoo and conditioner. It was delivered to another home in my development. I could tell because the delivery person photographed the home and box he or she delivered in front of the front door of that home. The home has rust color paint on its front door. I don't know which house it is though. When I saw that the delivery was sent to the wrong house I immediately called Amazon. This was within minutes of the delivered email I received. The customer service agent told me not to worry and he immediately shipped me a replacement of my items. I asked what I should do if the other homeowner turned out to be honest and then returned my original package to me. The Amazon CS agent said just keep it. Don't bother trying to return it to them. So far, my neighbor has not brought my order to me. He would have the address and my name on the shipping box. There's the possibility that the person notified Amazon and I just don't know it.

I think it is not nice of a poster to accuse your SIL of reselling items. I think it was good of you to warn us of this. Those here that had Aveda orders in which everything went fine are not in the position to judge what would have happened, and how they would have reacted, had their orders been destroyed in shipping. I don't think they would have been happy if they had to go through what Aveda is suggesting your SIL must do.

Re: AVEDA. HORRIBLE Customer Service...

MW in Iowa — Wed, 23 Sep 2020 23:33:09 GMT

I actually had excellent customer service a few months ago with Aveda, My 32 oz bottles were not sealed or shrunk wrapped and leaked all over, They sent me new ones at no cost and did not need to return them , this was after the pandemic started maybe i was just lucky.

Re: AVEDA. HORRIBLE Customer Service...

GenXmuse — Thu, 24 Sep 2020 00:30:56 GMT

@Mindy D wrote:
@FiddleDeeDee wrote:
SIL has posted this on their FACEBOOK page and a few other forums; she asked me to post here in order to warn those who order from AVEDA's website.

She received a large order (there is a 20% off sale right now) over $500 of products. The bottles are NOT sealed so the box, sent UPS, was soft and mushy. You guessed it: body lotion, shampoo and bath stuff coated EVERYTHING in the box. She called CS and was told this:

Wash and dry everything. Buy a box, print out the order info, sent it all back. AVEDA will send you back any item that they deem find and IF they believe they are at fault, will send you new items of the bottle that are not full/empty. Oh, and SHE has to pay for the shipping back.

What has happened to CS today?! Instead, she'll return it to the AVEDA (all of it, mushy box and ruined paperwork) to the local store and NEVER order/purchase their items again. So, beware with AVEDA.
Wow, that is lousy service. Once you wash and dry everything off and then switch boxes how would they tell if they are at fault. They should allow you to send photographs to them and then they could make a determination. Day before yesterday I had a great customer service experience with Amazon. I ordered shampoo and conditioner. It was delivered to another home in my development. I could tell because the delivery person photographed the home and box he or she delivered in front of the front door of that home. The home has a rust color paint on its front door. I don't know which house it is though. When I saw that the delivery was sent to the wrong house I immediately called Amazon. This was within minutes of the delivered email I received. He customer service agent told me not to worry and he immediately shipped me a replacement of my items. I asked what I should do if the other homeowner turned out to be honest and then returned my original package rptno me. The Amazon CS agent said just keep it. Don't bother trying to return it to them. So far, my neighbor has not brought my order to me. He would have the address and my name on the shipping box. There's the possibility that the person notified Amazon and I just don't know it.

I think it is not nice of a poster to accuse your SIL of reselling items. I think it was good of you to warn us of this. Those here that had orders in which everything went fine with their Aveda orders are not in the position to judge what would have happened and how they would have reacted had their orders been destroyed in shipping. I don't think they would have been happy if they had to go through what Aveda is suggesting your SIL must do.

Alexa, play Despacito.

Re: AVEDA. HORRIBLE Customer Service...

FiddleDeeDee — Thu, 24 Sep 2020 01:00:07 GMT

@IG The reason I posted it here is obvious: To alert those that may choose to purchase from AVEDA about horrible customer service.

@GenXmuse Why would you think she was going to resell the products? I don't even know HOW that could enter someones mind. Geez.

Remind me to NEVER post here again about any company in the beauty industry that treats customers badly. Wow. Talk about shooting the messenger....

Re: AVEDA. HORRIBLE Customer Service...

FiddleDeeDee — Thu, 24 Sep 2020 02:39:21 GMT

@MW in Iowa That's exactly she expected so was pretty ticked off when they gave her that list of instructions. One thing I'd like to know is if other customers have had their products leak, why not CHANGE how they are packaged for shipping?

Re: AVEDA. HORRIBLE Customer Service...

PinkSunset — Thu, 24 Sep 2020 09:29:00 GMT

@FiddleDeeDee wrote:
@IG The reason I posted it here is obvious: To alert those that may choose to purchase from AVEDA about horrible customer service.

@GenXmuse Why would you think she was going to resell the products? I don't even know HOW that could enter someones mind. Geez.

Remind me to NEVER post here again about any company in the beauty industry that treats customers badly. Wow. Talk about shooting the messenger....

because $500 of products is a LOT of product for one person to use. that's why it entered her mind,

My own experience with Aveda was positive, I ordered a bottle of shampoo and it came without a seal over the top, I emailed the company and they told me they don't use those shrink wrap seals on bottles because they are an environmentally conscious company and that it is a waste. I told them it felt like the bottle was not full so they sent me another bottle free of charge, keep the one I bought and I thought that was great service,

Re: AVEDA. HORRIBLE Customer Service...

Snoopp — Thu, 24 Sep 2020 12:27:16 GMT

It sounds like the company isn't sealing the bottles. I rarely get an item that isn't at least taped these days to keep the lid closed. They really should be able to find a better method of shipping to secure the items.

Re: AVEDA. HORRIBLE Customer Service...

scatcat — Thu, 24 Sep 2020 12:55:59 GMT

Does your SIL live near an Aveda store? I have one near me. Maybe she can return the broken bottle to a local store

I'm not trying to shoot the messenger, but her box may have contained 10-20 bottles. Is Aveda supposed to replace all those bottles or just the probably 1 that made the mess?

Re: AVEDA. HORRIBLE Customer Service...

FiddleDeeDee — Thu, 24 Sep 2020 13:42:48 GMT

@PinkSunset wrote:
@FiddleDeeDee wrote:
@IG The reason I posted it here is obvious: To alert those that may choose to purchase from AVEDA about horrible customer service.

@GenXmuse Why would you think she was going to resell the products? I don't even know HOW that could enter someones mind. Geez.

Remind me to NEVER post here again about any company in the beauty industry that treats customers badly. Wow. Talk about shooting the messenger....
because $500 of products is a LOT of product for one person to use. that's why it entered her mind,

My own experience with Aveda was positive, I ordered a bottle of shampoo and it came without a seal over the top, I emailed the company and they told me they don't use those shrink wrap seals on bottles because they are an environmentally conscious company and that it is a waste. I told them it felt like the bottle was not full so they sent me another bottle free of charge, keep the one I bought and I thought that was great service,

@PinkSunset People do purchase items for gifts. There may be more than 1 person in the family who uses the products. Aveda stuff isn't cheap, especially if you use hair, skin and makeup. Not to mention to comment on how much one spends on anything is rude.

Assumptions tend to make a person look foolish. Just saying....

Re: AVEDA. HORRIBLE Customer Service...

FiddleDeeDee — Thu, 24 Sep 2020 13:49:57 GMT

@scatcat The nearest Aveda is about 2 hours away.

Currently, the box and all the contents are sitting in a large green garbage bag due to the mess of the contents. She could smell the Rosemary and Mint shampoo the moment she opened the front door; there was a stain of "stuff" left on the porch when she picked up (and immediately sat down) the box due to it being so soft.

Tell me, should a paying customer have to spend time washing, cleaning, buying a new box and sending everything back on her dime because of the company not packing it correctly? If so, then that's why companies can do what they want regarding CS.

Aveda did have great CS the few times I've ordered. I've been hearing mumblings that the excuse of COVID is being used by many to do the bare minimum when it comes to CS and I've started to see that in ways I hadn't before; perhaps AVEDA is hurting financially and has changed how they handle damages. I don't know but to ask a customer to jump through hoops due to THEIR poor shipping practices is unfair and poor CS, IMHO.

Re: AVEDA. HORRIBLE Customer Service...

Lipstickdiva — Thu, 24 Sep 2020 14:17:47 GMT

@GenXmuse wrote:
Was she buying to resell it?

@GenXmuse , I don't understand this question?

Re: AVEDA. HORRIBLE Customer Service...

Lipstickdiva — Thu, 24 Sep 2020 14:25:04 GMT

@FiddleDeeDee wrote:
@scatcat The nearest Aveda is about 2 hours away.

Currently, the box and all the contents are sitting in a large green garbage bag due to the mess of the contents. She could smell the Rosemary and Mint shampoo the moment she opened the front door; there was a stain of "stuff" left on the porch when she picked up (and immediately sat down) the box due to it being so soft.

Tell me, should a paying customer have to spend time washing, cleaning, buying a new box and sending everything back on her dime because of the company not packing it correctly? If so, then that's why companies can do what they want regarding CS.

Aveda did have great CS the few times I've ordered. I've been hearing mumblings that the excuse of COVID is being used by many to do the bare minimum when it comes to CS and I've started to see that in ways I hadn't before; perhaps AVEDA is hurting financially and has changed how they handle damages. I don't know but to ask a customer to jump through hoops due to THEIR poor shipping practices is unfair and poor CS, IMHO.

Honestly if it were me, I would call them back and ask to speak to a supervisor. I would clarify what they wanted done and if they want everything back see if I could send photos of the mess. If they insisted on the items being returned, I can understand but I would NOT clean everything up and rebox it. I would tell them if they want it back, they need to send me a return label and I'd put the products as I received them into a box and send everything back. They can deal with the mess on their end.

For the poster who made the comment about that being a lot of money for Aveda products, it doesn't matter if she spent $5.00, $50.00 or $500.00. Aveda products aren't cheap. An under 7oz bottle of conditioner I wanted to try was $37.00.

Re: AVEDA. HORRIBLE Customer Service...

Katcat1 — Thu, 24 Sep 2020 18:11:20 GMT

I would ask to speak to a manager. There is no way a company is going to tell me if I broke something or UPS did or the fact that it is Aveda's fault for the way they packaged my order.