We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

OVertone

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    They intentionally had an image that replicated my order image with a bright bold button saying to place my order leading me think I was placing my order when in reality it also had a small grey on white button to decline “offer “ as a trick to double your order. After I attempted to us the email provided for contact under my order to remedy this but it came back and said it was a “no reply email”. So I went to find a number. I called the number but they don’t have anyone to answer phones you have to leave a message. I went to use their chat button but its agent is virtual and wouldn’t/couldn’t fix the issue. They intentionally entrapped me into a double order and more intentionally trapped me into a subscription without me knowing then prevented me from making contact to stop this. They continuously delete negative comments online about their company to preserve an aesthetic of being somewhat reputable through this method.

  • Initial Complaint

    Date:02/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 was billed for the shipping fees by carrier FedEx months after the product I purchased (that did not work) was refunded. This charge has gone into collections. I do not appreciate the delayed COD placed by this business and demand that they rectify this situation. I am disabled and chronically ill and struggling immensely. I should not have to pay for this. In no world should I be charged $19 for a product that cost $35.

  • Initial Complaint

    Date:12/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 used overtone a few times and it made half of my hair off and damaged my scalp.

  • Initial Complaint

    Date:08/25/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 some products from their parent company Proudly for Melanated Babies, instead I received hair products from overtone. I have made several attempts to contact the company emailing Anne M. who constantly asks me the same questions like, what is my order number address etc. Each email I have provided her with the information including a picture of my order confirmation from the company Proudly and a picture of the merchandise sent along with the packaging displaying my name and address. I have yet to receive a correct merchandise or a refund.

  • Initial Complaint

    Date:07/28/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Overtone refuses to honor their return policy for unused item under warranty. I've read about complaints of Overtone's blue color damaging hair of my hair type and I tried contacting them from *********** *********** and ************************ *** ************************** but Overtone did not let me ship back since first order.

  • Initial Complaint

    Date:04/21/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Received this in January with another product as a Xmas gift, just got around to using it, when I took the seal off this is what I found. According to their website it is supposed to be clear/colorless. I don’t want to use this it has a very odd smell as well.

  • Initial Complaint

    Date:08/15/2022

    Type:Product Issues
    Status:
    Answered
    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.
    order #*******

    I ordered this because the website stated they had fast shipping within 3-5 business days. It has been 10 days and I still haven't received a complete order. Customer service said that they "process orders" within 3-5 business days. I received a small package today missing $50 worth of items that were ordered with notice from the company that my order had been fulfilled. I would like a refund for the whole order. I am willing to ship the 1 bottle of daily conditioner that was sent from my order back to them but feel they should pay the shipping costs.

    Business Response

    Date: 08/15/2022

    Thanks for reaching out. We're very sorry to hear your experience with oVertone and our products has been less than ideal.



    All oVertone orders do have a 3-5 business day processing time before going out the door, in addition to shipping time — free Standard shipping, which this order came with, has a 3-15 business day delivery window. 

     

    This order did go out in 2 separate shipments, and the 2nd is currently on its way. The Client Services team has reached out via email with tracking info for that package in case you didn't receive the link originally, so be sure to keep an eye on your inbox — the rest of the order looks like it should be arriving soon, and everything should be in your hands within the Standard delivery window. 


    Again, we apologize for any inconvenience and frustration you may have experienced, and we hope we were able to reach a satisfactory resolution with you!

    Thank you,
    oVertone Escalations Team

    Customer Answer

    Date: 08/16/2022

    I only partially accept this response. While I have finally received the order, I think the advertising practices are misleading. The business states before purchase that shipping will take 3-5 business days. After purchase, the consumer learns that shipping doesn't even start until the order is processed which takes them more than 3-5 business days. There are banners on the website that state "fast shipping - in 3-5 business days" This order took more than 2 weeks to be delivered and I feel was only done so because I reached out the BBB. I have an email from customer service stating that my order would be processed outside of the company's promise of 3-5 business days. As a consumer, I don't like being mislead. After a search on reddit, I am not the only consumer to experience this. 

    Business Response

    Date: 08/17/2022

    Hi *******,

    Thank you for following up — we're glad to hear the rest of your order arrived after all. We want to apologize again for any confusion, because we do our best to make sure clients are aware of what they're getting and when they're getting it. Shipping policies, including processing and delivery times, are listed in several places before checkout:


    - https://overtone.co/pages/faq (under "What do processing times look like, and when will my package arrive?")
    - https://help.overtone.co/support/solutions/articles/60000365399-what-do-processing-times-look-like-for-overtone-orders-
    - https://help.overtone.co/support/solutions/articles/60000433175-when-will-my-package-arrive-


    as well as listing the 3-15 business day delivery window on Standard shipping during the checkout process itself, before any payment information is entered or accepted. Should any issues with our warehouse or carriers arrive, we will also send out emails to let clients know if processing or shipping times will even potentially be affected — however, double-checking your order, both shipments did go out the door by August 11th, exactly 5 business days after purchase. In addition, these packages were delivered on the 13th and the 15th respectively.

    Our team was only contacted by the BBB on your behalf on August 15th; neither the Client Services nor Escalations teams have any control over how quickly packages reach our clients, but we did have the CS team reach out to you when we received your complaint to make sure you had all your tracking information, since it sounds like the tracking for the second package did not make it to you initially.

    We are not aware of any banners, ads, or other copy that specifically promise delivery within 3-5 business days, but we are investigating with our Marketing team to identify any ambiguously-phrased copy and correct anything we find ASAP.

    We understand this has been a frustrating situation and would have liked to refund your shipping charges to thank you for your patience, but as this order was placed with free Standard shipping, there were no charges to reimburse. Instead, there should be a discount code waiting in your inbox as of the 15th!

    Thank you,
    oVertone Escalations Team

OVertone is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.