AVEDA. HORRIBLE Customer Service...

FiddleDeeDee · ‎03-06-2020

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.

*Four Seasons once again*

KingstonsMom · ‎03-09-2010

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.

You never know how strong you are until being strong is the only choice you have.

HB glamma · ‎08-23-2011

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.

Janey2 · ‎06-07-2010

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

GenXmuse · ‎05-15-2016

Was she buying to resell it?

Judaline · ‎03-10-2010

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.

banned again · ‎07-12-2010

@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.

Mindy D · ‎05-23-2010

@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.

MW in Iowa · ‎03-10-2010

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.

GenXmuse · ‎05-15-2016

@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.