Aveda Avis 

Horrific customer service. No coupons available for men’s products. Wish I knew a lawyer

I have been shopping Aveda products for about 20 years but in the last year, I have noticed they no longer carry some of the everyday products such as Mineral Dual Foundation in linen, Color Conserve shampoo/conditioner, and so forth. My last order was on back order and after waiting MONTHS...I reached out to them, and they finally decided to give me a refund. Their website is trash and it's sad that it has come to this, but I will not be shopping at Aveda ever again.
PS: Please don't ask me to leave an email at:
consumercare-soc with Trustpilot in the subject line. Your customer service wasn’t helpful in any way.

Ho acquistato i miei tre prodotti abituali sul sito Aveda perché c'era il 25% di sconto, ordine arrivato nei tempi previsti, esperienza positiva!

I just discovered that my reward points, which I’ve been collecting for 15-20 years and had accumulated over 50,000 are gone. When I contacted customer service they said policy says I lose my points if I don’t make a purchase within a year. This is unbelievable to me as I have been a loyal customer for decades and earned these points. To make matters worse I emailed customer service as I was given the name of a woman to direct my complaint to, and have not received a response. This is shameful.

Decent products, super expensive. The absolute most dysfunctional website in the universe. Repeatedly told me my order did not go through, charged my card though, and the order indeed did not go through. I was on with customer service three times in one day, they should compensate me. It always takes repeated attempts to place an order. Looking for a competitor who offers a working website.

Me dicen que me mandan una muestra al registrarme, me registro, me bombardean a correos y la muestra no me llega. Me piden opinión sobre el producto de la muestra, les digo que no lo he recibido y les da igual. Un timo. Eso si, sigo recibiendo dos o tres email a la semana. El producto me interesaba pero ya no lo compraré.

UPDATE: Following Aveda's response to my original 1* review (below) I emailed consumercare**** as instructed. I received an initial response within 3 working days. Aveda have now agreed to reinstate my rewards membership and points. For this reason I have amended my rating to 3*. Aveda loses points because
i) There does not appear to be any future plan to warn customers before their membership/points expire. BEWARE if you don't make a purchase or redeem points every 12 months your membership will automatically be deactivated.
ii) The shopping experience via Aveda website is frustrating. Its a real shame so many stores have closed because this was part of the pleasure of using Aveda.

+++++++

Sadly Aveda appears to have joined the growing list of companies that do not value customer loyalty.

As with several other reviewers on here, I’ve fallen victim to the “expired” Aveda+ Rewards account and as a result the points I’d earned over many years to reach tier 7 have been deleted without warning.

The Rewards+ program replaced Pure Privilege in 2021 and, yes, if you scrutinize the new T&Cs it does say the account will expire if not used for 12 months. One of the big selling points of Pure Privilege was “points never expire”. As Aveda has decided to change this key policy for Rewards+ I would expect them to notify members before their points are about to drop off, but this wasn't the case.

It seems my reward account “expired” because I didn’t purchase directly from Aveda for 12 months. This is largely because they made it difficult for me to do so by closing my local store in 2020. As many others have mentioned, the website is appallingly slow and deliveries are unreliable – so I resorted to stocking up with large orders via Aveda online, then purchasing one-offs from John Lewis, using click & collect.

I don’t understand what Aveda hopes to achieve by removing all my points and expecting me to start again with a new Rewards+ account (for which there is a £10 joining fee). It certainly won’t encourage me to make any further purchases from them and for a company that trades on its ethical credentials, this does not feel like an ethical way of dealing with its customers.

As a general rule I do not post negative reviews and would much rather have a constructive conversation with the company concerned to resolve any issues. I have chosen to do so in this case because there does not appear to be any way of contacting Aveda customer services, without spending hours on the phone or dealing with a chat-bot.

I anticipate the Aveda response to this review will be the standard “Your satisfaction is important to us and we'd like to help...”; send email with Trustpilot in the subject line etc. Perhaps they will surprise me!

I posted on 23rd of December about poor customer services,missing order and no refund. Aveda responded with their standard reply as seen on other posts on TP, advising we contact them with Trust Pilot in subject box. Did this but still nothing, not even a reply. Obviously another scam to appear genuine. Avoid ordering at all costs

BUYER BEWARE! I never received an online order I placed and paid for just over three months ago. I attempted to find out why I never received the order by calling the customer service department THREE different times. Each time I was told a replacement order was being "expedited" to me, yet I never received the order of my products. I called customer service a FOURTH time, and I was told an Aveda supervisor decided to cancel the original order in their system, issuing me a full credit for the order, and that I was to place a new order myself, which is what I did. However, as usual, Aveda did not do what they claimed - no cancellation of the original order was done and no credit was issued. I contacted the customer service department a FIFTH time, and was told that a credit was being "expedited immediately to a supervisor for approval" and that my problem will be resolved. but of course, the credit did not happen. Once again, being very frustrated from the lack of action and service I have received, and the fact I have still paid over $200 for products I NEVER RECEIVED, I contacted the customer service department for the SIXTH time I was ASSURED a supervisor would call me back as soon as possible. After two and a half hours, and no call from Aveda's customer service supervisor, I was extremely irate and called Aveda a SEVENTH time to explain that since I have been charged for an order place over three months ago that I have NEVER received, the only way this problem can be classified is basically theft by the company. At that point, the customer service representative hung up on me. There is no other way to explain my situation - Aveda is happy to take money for orders that are not delivered, and then repeatedly lie to customers about how they are going to resolve customer problems!

Attached please view the photos I have taken after Aveda salon destroyed my hair! on the left is my hair color I had asked for a roots touch up -and to blend in my dark roots gradually. They assured me this process was well within their range of expertise, and sold me on additional botanical conditioning treatments.
Please view the attached photo -on the right is peach-colored fuzz and damaged hair that I walked out of the salon with after four and a half hours. They quadruple processed my hair and destroyed it! They also got bleach on my black suit pants and ruined my suit. I was there for four and a half hours with a stylist that had no idea what she was doing, and proceeded to destroy my hair. It looks like orange-peach colored fuzz when I angrily left this salon. I was furious and left with wet hair after The fourth shampooing I received - four times! The stylist kept putting the wrong product in my hair. After four treatments it looks like fried straw! It is completely dead and damaged now! The color was even worse was horrendous- it is orangey-pink. I was sitting there for almost 5 hours!!! I had plans to go out to a dinner with my family.
I was So stressed, shocked, embarrassed and furious - I didn't know what to do!
I was not sure what they would do if I left without paying , and what my rights areas, my rights, etc. My brother is an attorney with Mitrani Law firm here in Florida. I called him and asked him what I should do he said I should take it up with my bank company rather than have a fight with them in the salon - so I angrily paid and I left.
You can see my healthy hair and color on the left and the pink fuzz on the right is what they did to me. I should not have to pay for the damage they did to my hair - it will take a year to grow it back to healthy condition! :( wish i could attach photos....

I have been using Aveda Smooth shampoo and conditioner for years, unfortunately they changed their formulas. What once left my hair silky shiny and light now looks greasy and weighed down. I did try all the other new lines but they made my head itch, so a no go on any of them. It’s to bad because I didn’t mind how much it cost, it was worth it for my hair. You lost a great customer!

I have an reward account. The website is very bad done, if you click my mistake add to basket it means you are buying it and you are using your points. They were not able to cancel my order instead told me to refuse the parcel and they will give me the reward points back. Silly me I thought they were serious about it. Haven't seen my reward points back and I have no product. Now I can't even log into my reward account. Stay away from this company...

It’s impossible to contact them. Really feels like a scam. My ider was not delivered and no refund was received. The phone line dies not work, live chat does not work. Rely worried will never see my refund. Never buying again after being a customer for a few years…

The products are good but no effort made on how to use them and nothing online that helps with information. Their site asks that you type a question but then fails to reply. Having bought these products I have no idea how to use them! Not good!

Beware. No goods or refunds and broken promises. I’m going through my credit card company for chargeback.

Told my order was shipped and lost, to wait for a refund. Afore mentioned refund never materialised and they haven’t responded to any of my emails since. Assuming it’s either a scam or they’re going bust. Had thought about swapping to one of their salons but absolutely won’t be now! Scam of a company.

Edited to add- the email address below doesn’t work.

I ordered some shampoo - biggest size which was about £40 because there were 4 free gifts - travel size samples. You could choose them.

I was sent one. Complained. A month later they haven’t sent what was missing from my order.

I feel conned into buying the shampoo with a promise of free gifts when clearly this was a false offer!

Too long has past now. I did email you. No response. I won’t be ordering again. Only received part of my order!

Further to my previous review, I was thrilled to receive a response with an email address offering me help as I thought there might be a chance of actually receiving some information and possibly my items. However it was false hope as I’ve emailed twice since Friday but no response.

*** FURTHER TO YOUR REQUEST BELOW TO EMAIL YOU FOR ASSISTANCE I HAVE EMAILED THREE TIMES BUT NO RESPONSE.

Absolutely ridiculous customer service.
Ordered my products on the 26th November and STILL haven’t received them.

Disputed this with Aveda on the 10th December, they eventually came back to me on 14th December, a lot longer than their 48 hour turnaround to get back to you, only to say that they think it’s been lost in transit and they’ve raised it with Evri. They also organised another parcel to be sent and to wait ANOTHER 5-7 days, im sorry but surely this should have been sent as express delivery considering I ordered this in November?! Then they go on to say that I will have none of the free samples I chose OR the free gift I was eligible for because they are no longer in stock and as per their T&Cs they are subject to availability, well that’s great, the terms and conditions that I can’t find anywhere on your website, right?

I’ve disputed this fact because it’s not my fault that you decide to use the WORST courier out there, this is a known fact. The fact is at the time of ordering I was eligible for my free gifts, I don’t see why I have to be punished because the courier lost the parcel, as a company that “prides themselves on their customer service” you should be giving me an alternative product, especially the amount I’ve spent with you.

I disputed this on 14th December, I emailed again on the 17th December and guess what, I’ve had no reply!

This is an absolute joke, I’ve never experienced anything like this. I’m seriously starting to doubt I will ever receive these products and I’m so close to actually just asking for a refund and giving up because I tell you what, face cream isn’t worth this stress!

Sort it out Aveda, think about customer loyalty because judging by the reviews here, you wont have any left.

Aveda has delayed responding my claim, for making the customer miss the timings for making claims. All your responses have been recorded in detail. I have been a loyal customer over 16 years at the salon, would not visit other salons that do not use Aveda products if not Aveda's official salons. Over the years, I see the service quality going steadily on a decline - not only the salon staff skip steps in the hair treatment ritual, but the retail has never met the thoguhtfulness as it had in early days as well as its products (glass replaced by plastic) Now they avoid liability to fulfil their order delivery, this company really should not be in operation anymore. The brand has lost its so soul along with all other tangible products and services, nothing like what its founded on, if you have read the book the founder wrote.
I will have no choice but to seek small court claims to recover my loss. When you meet a bad person, bad company what else can you do? Best to just avoid forever.