BBB Accredited Business sinceAdditional Locations
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This business offers hair dryers, straight/flat irons, curling irons, shampoos and conditioners.
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A BBB Accredited Business since
BBB has determined that Folica, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Folica, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 17 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||17|
Additional Complaint Information
On July 17, 2008, Folica notified BBB that in the past six months, the business has made the following changes: - Enhancing the leadership team: hired 4 senior leaders for Operations, Finance, Technology, and Website development as well as senior managers for merchandising, the call center and fulfillment operations. - Infrastructure: the business moved to a new facility that is 3 times the size of the old building. Significant investments have been made in software and hardware infrastructure as well as a new fulfillment center.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Beauty Supplies & Equipment
Alternate Business NamesFolica.com
This company offers hair care, beauty supplies and skin care services.
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BBB Complaint Process
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Additional Phone Numbers
- (609) 860-8430(Phone)
Additional Email Addresses
- - eQuote
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|9/9/2015||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: We ordered some hair products from Folica a couple of months ago. Their products (Hair concealers by Organin) were nothing like what was described on their website, instead of a smooth powder profuct this stuff was clumpy and ineffective. When we called Folica to return this product, they refuse to take it back, instead told us to call the manufactures (organin). they even provided us a phone number to call **** ********. When we called that number it went back to the Folica customer service. so it was clear they were trying to give us a run around while hiding the linkage between Folica and their captive suppliers who are making and selling non-functioning products. Their customer service policies are completely inappropriate
Desired Settlement: we would like to return 3 containers of Organin - which were bought in Feb 2015.
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Complaint: I ordered a Babyliss Pro Titanium flat iron that was advertised to be "digital" and have LED Temperature settings. I ordered at Folica because they are supposed to be an authorized supplier of Babyliss and they were offering a 25% discount for Thanksgiving. Folica sent me an iron with a manual dial instead (Substituion - NO LED Temperature settings.) That is, folica appears to have sent me an old model instead of what they advertised. My first response was to ask for an exchange by e-mail. I asked them to send me what I paid for and made it clear that I didn't care if the flat iron was 1 1/4 inch or 1 1/2 inch but the LED TEMPERATURE SETTINGS was the deciding factor on which flat iron I wanted. I sent them a screenshot of their own advertisement I got an e-mail that did not address the advertising issue at all. They also appeared to be demanding I pay for the return shipping. I thought maybe someone was in a rush and not paying attention, so I called. The representative admitted the website advertisement is wrong. She also told me she didn't think they have the correct flat iron and sent me a return label. Well I've since gone back to their website. The correct iron is STILL pictured and the "LED Temperature settings" is STILL being advertised on the Babyliss Pro Titanium Hot Iron 1 1/4 inches. They simply do not want to honor the discount AS ADVERTISED. And when I confronted Folica about this, they said they don't give discounts on exchanges Folica advertised a certain iron with certain characteristics at a discounted price for a Thanksgiving Special. And they are refusing to honor the advertised price. I missed sales at other establishments because I ordered at Folica.
Desired Settlement: Folica is going to refund my money and pay for the shipping. But I feel like they should ALSO REFUND me the 25% difference as well. Why? Because I've had to pay full price for this flat iron because of Folica's false advertising. I missed the Thanksgiving Day Sales because of this I also want them to remove me from their e-mail list. I want them to know I"m going to contact Babyliss to remove them as a preferred seller and/or "authorized dealer" Fly by night outfits pull this kind of nonsense-- not reputable dealers. Babyliss/Conair needs to know
Better Business Bureau:
Problems with Product/Service
Read Complaint Details
Complaint: I purchased the *** Flat Iron about a year ago on sale at an **** store. I do not save receipts more than 6 months. My flat iron stopped working this morning for no reason whatsoever. I plugged it in and didn't work. Tried a different plug, same issue. When I called customer service they would not help me at all, saying that there was nothing they could do since I didn't have the original receipt. When I gave them the product information, they said they were showing an entirely different product that was manufactured in 2011, which was too long ago. I told them, what if the product sat on the shelf for a while, as I purchased it on sale. Further, I said, as this is an expensive product, I thought that the company would want to enforce "quality standards." I only received the run-around. I asked to speak to a manager and was told that the manager wasn't available. I posted on the company's social media about the issue and am filing this compliant because I believe that expensive products, like this, should be under warranty and that the consumer shouldn't be told that there is nothing that can be done when the product (that was used correctly and lightly) fails after a short period of time.
Desired Settlement: I believe that *** should replace the defective product and not blame the issue on the fact that the product is "electrical." There are plenty of "electrical" products that last longer than a year and the consumer shouldn't be left short when a product like this fails.
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Complaint: I was attracted to an advertisement that provided a discount on a hair dryer for recycling an old one. I went to the website and experienced significant difficulty navigating the process of making a transaction with the advertised deal. When I did find it on the website, another advertisement on the same website hovered over the first for a discount on a hair dryer. I then went through the process of this deal thinking they were part of the same. I did this after trying again and the same advertisement hovered over and made it impossible to get the deal. The transaction went through and I found no way during the transaction to get a code for recycling the old one. Customer service said that I could not get a code for recycling because I went through a different promotion. Although I stated that I had significant difficulty with the transaction, they would not change the order or give me a code for recycling my old hairdryer. They would not even give me an address of where I could recycle my hair dryer on my own, or where/ how they recycle the old hair dryers. I kept trying on the website to find out how to get a promotion code for recycling, just to see if it did work. I did finally get a promotion code when I googled Folica's recycle program and found a separate page where there was a form to fill out. However, when I attempted to enter the code for the discount, it did not work. The error message said that I had to set up an account first. I tried this and it seemed that I must put in my credit card info. to do this. This resulted in ordering another hair dryer and the promotion code not working. I called cust. serv. within 15 min. and they said they could not cancel the order as it had already shipped! I received a message from them that made me think I had been refunded, after further correspondence/conversation. By this time, the 30 day return was over, but I sent the product back unopened and it was returned back to m
Desired Settlement: Their recycling promotion and online process from start to finish should also be investigated by a third party.
Read Complaint Details
Complaint: I had a warranty on my flat iron. I sent in the return an received back a replacement. The replacement did not work out of the box. I called to get that one replace and was told since my original warranty expire, they could not help me. The term of the initial warranty was not upheld. They did not replace the original flat iron with a working one.
Desired Settlement: I need a working flat iron, to replace the in operable I was sent. Or a refund, of equivalent price to replace.
|2/19/2014||Problems with Product/Service|
Read Complaint Details
Complaint: I purchased a Babyliss PRO Titanium 1" U Styler based on the description of the product and the excellent reviews on this site and others. The description says that the tool will prevent damage to the hair. When using the tool, my hair would continually get caught in the plates and rip out. After using the tool for a couple months my hair was extremely damaged despite following the direction and using protective styling products. I have used many tools like this over the years at similar prices and have never had these products. The plates of the tool also do not evenly heat, and I feel this is a very poor quality product that I overpriced. Folica will not issue a return at this time as it is over the 30 day period, however I feel this is unacceptable customer service as the product is unsatisfactory.
Desired Settlement: Refund
|9/10/2013||Guarantee/Warranty Issues | Complaint Details Unavailable|
|7/1/2013||Delivery Issues | Complaint Details Unavailable|
|1/22/2013||Problems with Product/Service | Complaint Details Unavailable|
|1/15/2013||Advertising/Sales Issues | Complaint Details Unavailable|