Complaints

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.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased the LAnge blow dry brush. In the middle of drying my hair the top came loose and burned a portion of my neck. The tip gets as hot as the brush itself. This is a serious flaw that extremely dangerous.

  Business Response

  Date: 07/09/2025

  We appreciate the opportunity to address your concerns. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter as quickly and efficiently as possible.
  
  We want to ensure that you feel confident and supported throughout your experience with us. Our dedicated customer service team is available to assist you with any questions regarding our policies or to help with any issues you may encounter. You can reach us via live chat, text message, or email through our website. Our customer service hours are Monday through Friday, from 8:00 AM to 5:00 PM EST, and we aim to respond to all inquiries within 3-5 business days. Please note that our offices are closed on the following holidays: ******************************** Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For more information, please visit our ************ ****************************************************.
  
  Were very sorry to hear about the issue with your Le Volume Blush 60mm from order ending in 3666. At L'ange, we take immense pride in providing high-quality products, and this experience does not meet our usual standards. Please rest assured that customer safety is our highest priority, and we are treating this matter with the utmost seriousness. For safety reasons, please refrain from using the tool immediately.
  
  To resolve this matter, were offering a replacement for your Le Volume. To process the replacement, we kindly ask that you return the original item. A prepaid return label will be sent to you shortly at no additional cost.
  Please ensure the tool is securely packaged, ideally in its original packaging, or if unavailable, in a plain, unmarked box. Once packaged, simply attach the return label and drop the package off at your nearest *** location.
  
  We will also follow up with an email containing the return details for your reference. Once youve dropped off the package and *** has accepted it, please reply to that email with the tracking number. At that time, kindly also confirm your preferred shipping address so we can proceed with the replacement.
  
  Please be sure to notify us once the item has been dropped off and accepted. You can reply directly to the same email thread where the return label was provided.
  Once the return tracking shows the package has been accepted and is in transit, we will proceed with reshipping your replacement item.
  Again, we sincerely apologize for the inconvenience, and we truly appreciate you bringing this to our attention. If theres anything more we can assist you with, please dont hesitate to reach out.
  
  

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My wife purchased a Lange Hair Dryer on 01-03-2025 on Amazon, your model HD2001 SKU 2498. It stopped working suddenly in April of 2025 and have been trying to get it to work but it will not. Can you get her a replacement unit please or at least give us to an authorized repair center close to us in *************, **. My phone number is **************** if you need to contact me and my email address is ************** ******* ********

  Business Response

  Date: 06/16/2025

  We sincerely apologize for any inconvenience you’ve experienced and truly appreciate the opportunity to assist in resolving your concerns. Your satisfaction is very important to us, and we are committed to addressing this matter promptly and thoroughly.
  
  We understand how frustrating this situation must be and want you to feel confident in your experience with our brand. Our customer service team is available to support you with any questions or concerns. You can reach us via live chat, text message, or email through our website. Our support hours are Monday through Friday, 8 AM to 5 PM EST, and we aim to respond to all inquiries within 3–5 business days. Please note that we are closed on the following holidays: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For additional information, please visit our Help Center: https://langehair.com/pages/help-center.
  
  Upon reviewing the previous correspondence with our Customer Experience team, we would like to assist further. To proceed, we kindly ask the customer to confirm the purchase details of the product in question.
  If the item was purchased through an authorized third-party retailer, such as Amazon, we respectfully request a copy of the order confirmation or receipt from the retailer. Verifying the purchase date is essential for us to determine warranty eligibility. Once this information is received, we will be happy to assess whether the item falls within our one-year limited warranty and proceed with the appropriate resolution.  You can find the full details of our warranty policy by clicking on the link provided below.
  https://langehair.com/pages/help-center?a=One-Year-Limited-Warranty---id--qjk7wCYrSsym2jfXeO2moA
  
  We appreciate your understanding and cooperation, and we look forward to resolving this matter as quickly as possible.
  

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered and paid for a dryer and product . Only received the product not the dryer so reached out to the company. Told that dryer wasnt contained in the order ?!?

  Business Response

  Date: 06/11/2025

  We sincerely apologize for any inconvenience you have experienced and greatly appreciate the opportunity to address your concerns. Your satisfaction is extremely important to us, and we are dedicated to resolving this matter promptly and thoroughly.
  
  We understand how frustrating this situation must be and want you to feel confident in your experience with our brand. Our customer service team is available to support you with any questions or concerns. You can reach us via live chat, text message, or email through our website. Our support hours are Monday through Friday, 8 AM to 5 PM EST, and we aim to respond to all inquiries within 35 business days. Please note that we are closed on the following holidays: ****************************** Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For additional information, please visit our ************ ****************************************************.
  
  Upon reviewing the details, our Customer Experience team assisted you on June 9, 2025, regarding your order ending in 4638, placed on May 31, 2025. According to our records, only one item was purchased under this orderthe Glass Hair. I have re-sent the order confirmation for this purchase to your email for your reference. Please note that this order does not include a hair dryer.
  
  We understand that there may have been some confusion. You also placed a second order on June 3, 2025 (Order number ending in 3125), which included both the Glass Hair and the Le Volume Elev Blush. I have also re-sent the order confirmation for this transaction. The order ending in 3125, which includes the Glass Hair and Le Volume Elev, was delivered on June 9, 2025, with visual proof of delivery provided by the carrier. The order ending in 4638 was delivered on June 7, 2025.
  
  We hope this clears up the confusion. Should you have any further questions or require additional assistance, please do not hesitate to reach out. We are here to help and want to ensure that you are fully satisfied with your purchases.
  Thank you again for bringing this to our attention, and we appreciate your understanding.
  
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23444411
  
  I am rejecting this response because:
  Make sure Im not charged more than once. 
  Sincerely,
  
  **** ********

  Business Response

  Date: 06/13/2025

  Thank you for reaching out. We appreciate the opportunity to clarify the details regarding your recent orders.
  
  According to our records, you placed two separate orders with us:
  
  Order ending in 4638 Placed on May 31, 2025, totaling $35.13. This order included only one item: the Glass Hair. Please note that this order did not include a hair dryer or any other products.
  
  Order ending in 3125 Placed on June 3, 2025, totaling $88.39. This order included both the Glass Hair and the Le Volume Elev Blush.
  
  We have verified that both orders were processed and fulfilled accurately according to the items selected at checkout. If you have any further questions or need additional assistance, please dont hesitate to reach out. We value your business and are always here to help.
  

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23444411
  
  I am rejecting this response because:
  4638 should never been ordered ? I only did one for both the glass product and dryer ? 
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased two Lange hair dryers for about $175.00 each in the last five months. The first hair dryer stopped working as it would only blow cold air after about one month. I purchased a second hair dryer thinking I may have broken the hair dryer by leaving it on the floor. The second hair dryer stopped working three days ago, after about three months, as it would only blow cold air. I have attempted to call customer service however, **************** does not have a customer service phone number, only a live chat and a number to text. I texted today, 5/14/25, and was promised an immediate response but have not received one. Lange only offers a 60 day return policy and the second hair dryer stopped working shortly outside the 60 day window.

  Business Response

  Date: 05/15/2025

  We sincerely apologize for any inconvenience youve experienced and truly appreciate the opportunity to assist in resolving your concerns. Your satisfaction is very important to us, and we are committed to addressing this matter promptly and thoroughly.
  We understand how frustrating this situation must be and want you to feel confident in your experience with our brand. Our customer service team is available to support you with any questions or concerns. You can reach us via live chat, text message, or email through our website. Our support hours are Monday through Friday, 8 AM to 5 PM EST, and we aim to respond to all inquiries within 35 business days. Please note that we are closed on the following holidays: ****************************** Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For additional information, please visit our ************ ****************************************************.
  After reviewing the conversation thread, we can confirm that a member of our Customer Experience Team previously reached out to you. Additionally, we have searched our system using the phone number, email address, and shipping address you provided, but unfortunately, we were unable to locate an order associated with that information.
  To further assist you, we kindly ask for your help in confirming where the item was purchased. Was it ordered directly from our official website, ******************************, or from a third-party retailer such as ******?
  If the purchase was made through a third-party retailer, we kindly request a copy of the order confirmation or receipt from the authorized seller. This verification is necessary for us to confirm the purchase date and determine if the item is still covered under our **************** Warranty. You can view full warranty details here: ****************************************************?a=One-Year-Limited-Warranty---id--qjk7wCYrSsym2jfXeO2moA.
  We appreciate your understanding and cooperation, and we look forward to resolving this matter as quickly as possible.

• Initial Complaint

  Date:04/23/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received a promotional text stating that the first 100 orders would be refunded up to $100. So I placed my order, which was placed 2 minutes after the start time of the promotion. I reached out to the business after my purchase to see if my order was going to receive the refund back. I was informed by a representative that whoever made purchases would be entered into a drawing then notified. I will send screenshots of the promotional text, which did not state anything about being entered into a drawing, it simply stated the first 100 orders. This promotional text was misleading and is a poor way to operate the business under false pretenses.

  Business Response

  Date: 04/25/2025

  We sincerely apologize for any confusion regarding the recent promotional offer and the communications you have received.
  To clarify, the promotion in question offered a refund of up to $100 to the first 100 eligible orders placed during the promotional period. The full Terms and Conditions of the promotion can be reviewed here: ******************************************************************************
  
  The winners of this promotion have already been contacted directly via email. We understand this may be disappointing, and we truly appreciate your interest in participating. After reviewing your order, we can confirm that, unfortunately, it was not one of the first 100 placed. As you can imagine, the promotion generated significant interest and a large volume of orders were submitted in a very short window.
  We are genuinely sorry you were not one of the winners and we appreciate your understanding. 
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. We value your business and are always here to help.
  
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23240797
  
  I am rejecting this response because this seems like it was false advertisement. Ive done a lot of business with this company and often promote the products and sales because I do like the products, however, after this experience, I will not continue promoting the products. Id like to know what my place in ordering was, like what number I was. 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 04/29/2025

  Thank you for your continued support of our brand and for taking the time to share your concerns. We sincerely regret that your recent experience did not meet your expectations.
  We understand your disappointment, and wed like to clarify that our promotional offers are conducted in accordance with our published Terms and Conditions. While we appreciate your interest in your placement within the order queue, we are unable to disclose the order queue. However, as outlined in the official Promotion Terms and Conditions (******************************************************************************), a winners list will be available after May 15, 2025. To request this list, please send a hand-printed, self-addressed, stamped envelope to:
  Lange **********
  *******************************************************************************************
  Requests must be received within two (2) months from the notification date.
  Although you were unfortunately not a winner in this promotion, we have issued a $50.00 store credit to the email address we have on file as a gesture of appreciation for your loyalty and support. We hope this credit provides an opportunity to continue enjoying the products youve come to love. If you have any further questions or need additional assistance, please dont hesitate to reach out. We value your business and are always here to help.
  

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a hot air brush with attachments and a hair care product for $85.76. After over two weeks and not receiving the product, I contact L'ange Hair to cancel the order. Even tho one of the attachments was on back order and the item wouldn't ship for another week, they refused to cancel the order. I repeatedly asked them to cancel the order and they refused. In addition, they charged my credit card before the item shipped. The item was delivered yesterday. It is unopened and unused. I want to return it but they will only refund me $47. I want the entire purchase price refunded. I have an email with the order information

  Business Response

  Date: 04/25/2025

  We are committed to providing exceptional customer service and take all concerns seriously.
  After thoroughly reviewing your order ending in 2610, we can confirm that the shipping label was printed on April 17, 2025. The package was shipped the following day, April 18, and was successfully delivered on April 21, 2025. At that point in the process, we were unfortunately unable to cancel or intercept the shipment.
  We sincerely apologize for any inconvenience this may have caused. Your satisfaction is very important to us, and we recognize the frustration this situation may have caused. We have since identified areas where we can improve our internal processes and are taking steps to enhance training for our agents to help avoid similar issues in the future. Our goal is always to provide clear, accurate, and reliable information to our customers.
  That said, we are more than happy to assist with your return. A complimentary return label was provided, and your return package is currently in transit back to our facility, with an expected arrival date of April 28, 2025. Once received and processed, a full refund will be issued promptly.
  We value your patience and appreciate the opportunity to resolve this matter. Should you have any further questions or require additional assistance, please dont hesitate to contact us.
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23238198
  
  I am rejecting this response because:
  I was told the refund has been issued, and I have yet to receive it as posted to my credit card.  I just this evening checked. I will let you know if and when I do receive it. Until I see the credit posted, I am not satisfied with the response. The only way I got L'ange to accept the return was to file a complaint with BBB.  But I have not received a refund as of today. 

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/05/2025

  Hi *****, 
  Thank you for your patience while we continue to work to resolve this for you. 
  I have also replied to you via email with respect to being extremely sensitive to your personal information, to avoid sharing those payment details on the public BBB response.
  I was able to confirm this refund of $85.76 was processed on 4/28/25 back to the original payment method, those details are attached in the email response I submitted to you, today 5/5/2025.
  
  We typically advise that once we have issued the refund, processing times may vary depending on your financial institution and may take up to 3-5 business days to reflect onto your account. I would expect that this refund would have shown up on your end by now, are you able to double check with your financial institution to review the details and confirm whether or not this refund has been shown on your account yet?
  
  We are here to help, and get this resolved for you. Please let us know if there is anything additional we can assist you with.

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The refund did appear as a credit in my statement activity on the day after I last replied, May 2, 2025.  

  If L'ange wants to avoid actions like this in the future, I would suggest they don't charge customer until the item is shipped, and they don't claim the item is already "in process" when one part of the order is not available.  Their business practice is quite shady, to be honest.  They did everything they could to avoid crediting me the full amount when I returned it unopened, until I filed a complaint with Better Business Bureau.  I'm glad this situation is resolved and I will not be purchasing anything from L'ange in the future. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  When you purchase from this company for one of their deals - they imply that youre buying a styling tool and getting three styling products for free (example buying the Le Duo Grande styler and getting a dry shampoo, sea salt spray, and hair protector for free). Once I receive my package and tried out the hair styling tool I realized that this item does not work as advertised I immediately started a return, but found out I would only be getting back $33 after I spent $89 (including shipping taxes and fees) as the company doesnt allow you to return everything back, including all styling products. I have sent back the styling tool, but now I have three really cheap hair styling products that I cannot use. This company has misleading advertising plastered all over social media. I wish I looked at the Better Business Bureau before purchasing.

  Business Response

  Date: 03/28/2025

  We sincerely apologize for the inconvenience youve experienced and appreciate the opportunity to address and resolve your concerns. Your satisfaction is our top priority, and we are fully committed to promptly resolving this matter.
  We understand how frustrating this situation must be for you, and we want to ensure that you feel confident in your experience with us. Our customer service team is available to assist with any questions or concerns you may have. You can reach us via live chat, text message, or email through our website. Our customer service hours are Monday to Friday, from 8 AM to 5 PM EST, and we strive to respond to all inquiries within 3-5 business days. Please note that we are closed on the following holidays: ******************************** Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For more details, please visit our ************ ****************************************************
  
  Regarding the return of the Le Duo from your order ending in 0516 of the ********** Value Set purchased at a discounted price, we would like to clarify that the items in the value set are individually priced. Rather than displaying the hair care products as $0.00, each item, including the tool and hair care products, is listed with its own value. However, the total price of the value set remains the same discounted price.
  We would also like to inform you that, as per our return policy, only the tools are eligible for return, as hair care products and accessories are not eligible for returns. For further details on our return policy, please visit our ************** ****************************************************?a=Return-Policy---id--**********************
  
  As a one-time exception, we are happy to refund the cost of the hair care items (Salt + Sa Texturizing Spray, ** **, and Thermal Agent Thermal Protectant Styler). Please note that the original shipping fee and the return label fee of $8.50 are nonrefundable.
  
  A refund for the hair care items will be processed within the next 24 hours. Please keep in mind that once the refund is issued, processing times may vary depending on your financial institution and may take up to 3-5 business days to reflect on your account.
  
  We sincerely appreciate your understanding and patience. Should you have any further questions or require additional assistance, please dont hesitate to contact us directly. We are committed to resolving this matter to your full satisfaction.
  

  Customer Answer

  Date: 04/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order on March ******. It was shipped out on March 14, 2025 using ****. My package has not moved since. The delivery date was March 17, 2025. I have contacted **** and all I am being told is give it move time. No one will help me locate this package or tell me if its lost or damage or anything. I have also asked for a refund and I am being denied a refund.

  Business Response

  Date: 03/28/2025

  We sincerely apologize for the inconvenience youve experienced, and we appreciate the opportunity to address and resolve your concerns. Your satisfaction is our top priority, and we are fully committed to promptly resolving this matter.
  We understand how frustrating this situation must be for you, and we want to ensure that you feel confident in your experience with us.
  
  Our customer service team is available to assist with any questions or concerns you may have. You can reach us via live chat, text message, or email through our website. Our customer service hours are Monday to Friday, from 8 AM to 5 PM EST, and we strive to respond to all inquiries within 3-5 business days. Please note that we are closed on the following holidays: ******************************** Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For more details, please visit our ************ ****************************************************
  
  In regard to your order ending in 8808, we can confirm that it is currently in transit and progressing as expected. The last carrier scan was on March 26th, just two days ago. Please be aware that **** is currently facing extended delays, which may cause tracking updates to be delayed. It may take up to ******************************************************* the carriers system, excluding weekends and holidays.
  
  Although we have limited control over the delivery process once a package is with the carrier, we do hold our carriers to the highest standards and work diligently to ensure timely delivery. We apologize for any inconvenience caused by this delay. As a gesture of goodwill, we have issued a $10.00 store credit to your account, which has been sent to the email address on file.
  
  If the tracking does not update within 10 business days from March 26th, please dont hesitate to reach out to us, and we will be more than happy to assist further. Additionally, we have opened a inquiry with the carrier to ensure the package reaches its destination as expected. Should any further issues arise, we will promptly inform you and provide a solution.
  
  We greatly appreciate your patience and the opportunity to assist you. If you have any further questions or need additional assistance, please feel free to contact us directly. We are committed to resolving this matter to your full satisfaction.
  
  

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought the L'ange Interchangeable hair dryer with 2 additional attachments and a bottle of glass hair for a bundle price of $79. When I received the item, I immediately realized that the handle was too large to hold with one hand and would cause my carpel tunnel Syndrome to be activated. I immediately went to the website to request a return and refund. It was then I found out that L'ange will not accept returns of accessories or hair products even if they were never used. NO WHERE on the purchase page does it say this. Not when you place the order, not when you check out. So they are now telling me I can return the dryer component but not the attachments. What am I supposed to do with the attachments with no dryer? There is no reason not to accept returns on unused products. In addition to that, they WILL accept the hair dryer WITH the original attachment. This makes it even more concerning that they won't accept additional attachments. They are just trying to take advantage of their customers. They agreed to refund me $40 of the $80 I spent. So I'm out $40 for products I can't use.Not making it very obvious that attachments are not returnable is predatory behavior. They offered me a 50% discount on another product but what am I supposed to do with attachments I can't use? I really love their liquid hair products but I will no longer use them if I can't get my money back for this hair dryer. In addition, I will continue to warn customers on all their social media pages.

  Business Response

  Date: 02/28/2025

  Thank you for contacting us. We sincerely apologize for any inconvenience you may have experienced and appreciate your understanding. Our team is dedicated to addressing your concerns promptly and ensuring a positive experience.
  Wed like to remind you that our customer service team is always here to help with any questions about our policies, ensuring a smooth shopping experience. You can reach us via live chat, text, or email through our website. Our hours are Monday to Friday, from 8 AM to 5 PM EST, and we strive to respond to all inquiries within 3-5 business days. Please note, we are closed on the following holidays: ******************************* Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For more details, feel free to visit our ************ ****************************************************.
  
  Upon reviewing your order ending in 0927, we see that the Switch It Up Value Set was purchased. However, according to our return policy, we cannot accept returns for liquid hair care products or accessories. We encourage you to review our complete return policy here: ****************************************************?a=Return-Policy---id--**********************
  
  Please note that while each item in the value set is priced separately, the total price of the set is discounted. Items purchased directly from ************************** are eligible for a refund once the return is processed and accepted. A return label fee of $8.50 will be deducted from the refund, and the original shipping cost is non-refundable.
  
  As a one-time exception, we have approved the return of the Multi Volume Series from the Switch It Up Value Set purchased in order ending in 0927. A return label will be sent to the email address you provided for a full refund.
  For the return, please place the item in its original packaging. If you no longer have the packaging, any plain, unmarked cardboard box will work. Once youve printed and attached the return label, drop off the package at your local *** drop-off location. Please let us know once the package has been dropped off and accepted by ***. Once we receive the return tracking information, we will process the refund for a full refund of the Switch It Up Value Set.
  
  Thank you for your cooperation, and please don't hesitate to reach out if you need further assistance.
  
  

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 recently purchased two hot tools from the company. And I feel as it was false advertisement on one of the tools it claimed to be a flat iron styler, I'm assuming as in a curler like they show in their videos. The hot tool does not flat iron your hair it has no clamp or grip on your hair they say it does not pull your hair or snag and it clearly does. This product is very cheap I tried contacting the company multiple times their phone number does not work. I was text messaging somebody and all I got in a response was I'm sorry that this happened they'll pass my information and my feedback about the product onto the proper people to handle the situation. This was not a free product I paid for this I expect my money back or a return with an actual flat iron product that works. I'm very dissatisfied, not to mention the blow dryer I got make an awful noise when you turn it on and it is extremely heavy I don't believe they told the truth and the videos when they post that their blow dryer was lightweight and quiet that is not accurate at all. I feel like I was scammed. And this company has poor communication and no proper way of contacting them.

  Business Response

  Date: 02/26/2025

  We sincerely apologize for the inconvenience you have experienced, and we appreciate the opportunity to address your concerns. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter as quickly and efficiently as possible.
  
  We fully understand how frustrating this situation must be, and we want to ensure that you feel confident and supported throughout your experience with us. Our dedicated customer service team is available to assist you with any questions regarding our policies or to help with any issues you may encounter. You can reach us via live chat, text message, or email through our website. Our customer service hours are Monday through Friday, from 8:00 AM to 5:00 PM EST, and we aim to respond to all inquiries within 3-5 business days. Please note that our offices are closed on the following holidays: ******************************** Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. For more information, please visit our ************ ****************************************************.
  
  We deeply apologize for the issue you encountered with the Le Duo - Black / Grande from your order ending in 4950. After reviewing the conversation thread thoroughly, we completely understand your frustration. I can see you were assisted by a member of our escalations team on 2/21/2025. At L'ange, we take immense pride in providing high-quality products, and this experience does not meet our usual standards. Please rest assured that customer safety is our highest priority, and we are treating this matter with the utmost seriousness. For safety reasons, please refrain from using the tool immediately.
  
  To resolve this matter, we are offering you a refund for the Le Duo Grande. To process the refund, we kindly ask that you return the item to us. We will provide you with a pre-paid return label at no additional cost. The return label will be emailed to you shortly for your reference. Please ensure the tool is securely packaged in its original packaging, or if that is unavailable, any plain, unmarked box will suffice. Once the item is securely packaged, simply attach the return label and drop it off at your nearest *** location. Once *** has accepted the package, we will proceed with issuing your refund. If you do not have access to a printer, we can gladly mail the return label to your physical address. Please let us know if this would be more convenient for you.
  
  Additionally, we will follow up with an email containing the return details. Once you have dropped off the package and *** has accepted it, kindly reply to this email with the tracking information, and we will proceed with issuing your refund.
  
  Regarding the Soleil from your order ending in 4950, we understand how important it is to feel safe and satisfied with your styling tools. We are sorry to hear that your tool may be defective, and we want to assure you that we are committed to your complete satisfaction. As part of our commitment, we will be happy to provide you with a replacement tool, in accordance with our Limited Warranty. You can find further details about our warranty here: ****************************************************?a=********************************************************* ensure your safety, we kindly ask that you refrain from using the tool. Your replacement will arrive soon. Any further usage of the defective tool may waive liability for any potential losses or damages.
  
  To ensure that your replacement is shipped to the correct address, we will send a follow-up email requesting the necessary details. We truly appreciate your patience and understanding as we work to resolve this matter for you.
  Once again, we apologize for the inconvenience, and we are grateful for the opportunity to address your concerns. If you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to help.