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:05/19/2023

  Type:Product 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.

  Order #******** Returned the next day after receiving on 4/26/23 Tracked the return that it was received in their warehouse 5/2 Still have not received my refund

  Business Response

  Date: 05/23/2023

  We will be issuing a refund within the next 24 hours.
  
  Please keep in mind that once we have issued a refund, your financial institution may take 3-5 business days.

  Customer Answer

  Date: 05/23/2023

   
  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:04/20/2023

  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.

  Purchased and paid for a brush on April 6. Still hadnt process the order ************************************************ they had a problem with a shipping label. Informed me that they would send me out another one. Three weeks later, still have not received. They sent me an email stating that I would get the second replacement free of charge like they were doing me a big favor. I try to explain to them why should I be charged for a replacement when I didnt even get the first item? They seem to be lacking in intelligence because they just didnt get it nor could they offer me any resolution . They refused to refund my money. This has been such a horrible experience that when the brushes do arrive they are going right in the garbage. There is no human you can speak to you there. You are limited to text messages or emails. They dont return calls for the number that you have to dig very hard to find. They refuse a refund. They just keep on telling me over and over again that I got the second replacement one for free and as I stated why on earth should I have paid for two when I hadnt received any

  Customer Answer

  Date: 04/20/2023

  My address is 

  ***********************;

  ****************

  n8j3m5

  Business Response

  Date: 04/24/2023

  According to the tracking information provided by the carrier from the original purchase, L'ange shipped the original order on 04/10/2023 and it was marked as available for pick up at their local *********** on 04/20/2023.
  **********************************************************************************
  
  Since then L'ange has processed and shipped a replacement order to the same verified shipping address which is in transit and scheduled to be delivered on 04/28/2023.
  *******************************************************************************

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19962887
  
  I am rejecting this response because:
  Its been over a month and I still dont have the first one. They arent as if they are doing me a favor. Im not charging me for a second one and giving it to me free when I still havent received the first one. I do not even want this item now. it had originally been over 12 days and the item had not even been processed yet with no labelling tag. When I go on the BBB and read the complaints that is one of the major reasons they give as your item being late. They have acquired over 300 complaints  Hedging around this problem. Their lack of organization, or they are an apt packaging. System is not my fault. When they asked me if I wanted a replacement the way it was phrased was that they were wavering the cost for the first one. That is why I excepted a replacement. I thought that I was not going to be charged as a courtesy for the long way, and lack of professionalism when it comes to , taking your money and then failing to mail out the item. I just want a refund for all of this nonsense. I am at things arrive to me from ***** faster than this US-based company.
  Sincerely,
  
  Maitrrn ********

  Business Response

  Date: 05/09/2023

  We do apologize for any inconvenience that this issue may has caused you, however we have went ahead to process a refund for you.

• Initial Complaint

  Date:04/13/2023

  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.

  Hello,I placed an order on 3.7.23 for the Le Duo Brush curling iron. I have tried to initiated a return. I have received an email notification to Start return. Each time I click on the email link button I get a response that tells me I have no orders to return. I do not know how that is possible as I have the item with the box and package slip.The iron did not leave a defined curl in my hair. I used it barely for 8 minutes.I was not happy with it. I spend good money on this with the knowledge on your site that you accepted returns. I have the original box and the iron is in perfect condition along with the package slip. I have reached out via email 3 times. No response. When I go to the website it ALWAYS SAYS- NO AGENTS AVAILABLE AT THIS TIME. I have also tried using their text message and it comes back unreturned. I have been scammed! My credit card also lists this as a recurring change of $119. I just want my money back!! Please reach out to me in person and not with another link to process the return. These are not working.My cell number is ************.I truly we can work this out and that you can continue to get high marks for your customer service.Sincerely,*****************************

  Business Response

  Date: 04/24/2023

  L'ange received communication regarding the return for this purchase on 04/13/2023, uppon further research the order was placed with a different email address used to communicate with us.  Regardless L'ange processed a return for this purchase and sent the return label via email on 04/14/2023.  There has been no updates or communication on this return since then. 
  
  The reason for the charge being $111.36 is that one item was purchased at a sale price, while the remaining 2 items were purchased at full price as we cannot combine promotions per our discount code policy.
  **************************************************************************************************************************
  
  We are more than happy to accept the remaining items as a return for a full refund, and the customer can use the same return label that was previously issued to ensure that the items get returned poperly.

• Initial Complaint

  Date:04/04/2023

  Type:Product 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.

  Contacted customer service email support for a refund on my shipping since I paid for two day shipping $24.52 and since march 22nd I have talked to multiple customer service representatives and all say within the 24 hours you will receive your refund. I HAVE NEVER REFUNDED MY REFUND. I contacted them on instagram direct on their page, put comments, email to a different email, email to the social media person and I have yet received my refund. DONT PAY 2 day shipping because it will take a week to come and your package will be damaged!!!!

  Business Response

  Date: 04/05/2023

  According to our records, the order in question was placed on 03/15/2023 and same day processing and expedited shipping was paid for, however the order did not ship out until 3/17/2023, which is late for our standards.
  
  After a few multiple messages sent by the customer, we have processed a refund for the expedited shipping fee for the customer on 04/03/2023.

  Customer Answer

  Date: 04/06/2023

   
  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:02/27/2023

  Type:Sales and Advertising 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 online order with this company. I received a shipping notice with tracking number and delivery date. The *** website tracking number information indicated that a shipping label had been created but *** had not received the package from L'ange.I contacted L'ange through their text option. A representative named ******* responded with a generic answer stating that my order was preparing for shipment and I would receive a shipping notification and tracking number when it was shipping. ******* completely ignored the information in my message and would not respond to any of my additional messages. I've attempted to cancel the order, since I can't trust this company's infuriating to be truthful and accurate. I'm not feeling confident that my credit card will not be charged or refunded since this company does not appear to be forthcoming or truthful.

  Business Response

  Date: 03/15/2023

  According to our records, the order was placed on 02/24/2023 and cancelled on 02/27/2023.  The reason for the cancellation is that the customer received an email with the tracking information that was going to be used when their package shipped out, however our usual processing time is between 3 - 5 business days as stated in our help center.
  *****************************************************************************************************************************
  
  This means we were still within our processing time when the customer reached out to us inquiring about the tracking for their order on 02/27/2023.  Our customer experience team provided this information to the customer, and stated that the tracking information was only assigned to their package and would ship out shortly.
  
  The customer then proceeded to cancel their order.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19503365
  
  I am rejecting this response because:

  You're company will not admit that you are in the wrong. 

  Many online vendors will state a shipping time but then ship earlier.

  in this case, your company sent me a shipping notice, a tracking number and a delivery date. The order did not arrive on the scheduled delivery date, the one your company provided to me.

  I contacted customer service to find out where the order was.  I was then told about the 3-5 day processing time.

  Why then was I provided by your company a shipping notice, tracking number and scheduled delivery date, your company sent that information to me.

  Because of your misinformation, i cancelled the order which had already been billed to my credit card. In spite of not having actually shipped.

  If the status of my order was already shipped as your company provided information to me,  then how does your system work to process and ship an order that you've already placed in a shipped status?

  Seems like this could be an FTC violation and your response which alludes I am in the wrong strengthens my suspicions that I was being misled and the order was deceptive.

  I would appreciate an explanation as to why your company misled me by sending me shipping info,  tracking number, and scheduled delivery date. 

  This was a time wasting, inconvenient, and frustrating experience for me.

  
  ********************************************

  Business Response

  Date: 10/19/2023

  We apologize for any confusion caused by the tracking not showing as updated.
  
  As stated on our help center page, our regular processing time for an order is 3 to 5 business days, excluding weekends and public holidays. Delivery time may fluctuate from 3 to 10 business days depending on the product purchased, with aerosol items or larger orders shipped by ground experiencing longer shipping periods.
  
  We can see the order was placed on 02/24/2023, in which tracking information was assigned to the customer's order as tracking is assigned to each order once an order is placed in our system, however the package had not yet been sent from our warehouse. Please be aware that the estimated delivery date given when a label is initially generated is a prediction, and it is possible that the timeline for delivery may vary.
  
  Our records indicate that the order was cancelled on 02/27/2023. When the customer inquired about the tracking, our customer experience team supplied the tracking information and explained that it would be shipped shortly, which was in line with the processing time stated in our help center. As a result, the customer chose to cancel the order.
  **********************************************************************************************************************************;

• Initial Complaint

  Date:01/25/2023

  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.

  On January 8, I returned the "Le Duo" product in its original packaging via *** to L'ange Hair for a refund. Their website states, "Your Return will be refunded once the package has been received and processed. This usually will be 2-5 business days from the date of arrival from the carrier." I have proof L'ange Hair received the product weeks ago, and 16 days later, I am still waiting for my refund.I am seeking a refund of $56.44 plus $7 shipping because L'ange Hair charges for expedited shipping back to them and they received this item in a hurry via ***.Total refund of $63.44.

  Business Response

  Date: 02/01/2023

  We are reaching out to you in regards to the complaint that you submitted to the BBB.
  
  We are very sorry to hear of your issue with your recent return with us. Please rest assured that we are here to help!
  
  We are so sorry for the delay in processing your return, despite being charged the $7.00 return shipping fee. We do apologize for any frustration this may cause.
  
  We are showing that the refund was processed 1/30 for the Le Duo Blush being returned. We have also process an additional refund of $7.00 for the return label fee, for a total refund of $63.44. You will be receiving an email confirmation of both refunds being processed. Please keep in mind that once we have issued a refund, your financial institution may take 3-5 business days.
  
  Once again we sincerely apologize for any inconvenience caused and hope you give us a chance to prove we value you as a L'ange Hair customer.

• Initial Complaint

  Date:01/19/2023

  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.

  I ordered some hair products from l'ange and never received them.Ordered online on 12/10/22 at 7:17AM, ET.Expected delivery date 12/14/22 Order number #******** Total cost - $29.70 Never received the products.Sent an email to the support team on 12/21 and 1/11 requesting status.Both times they answered with "After reviewing the tracking information for this order it appears that there was an issue with the shipping label and we must process a reshipment in order for us to get this corrected. Would you like for us to process a reshipment to the same shipping address on file?"I answer "Yes, send to the same address"As of 1/19/23, Still have not received the products.

  Business Response

  Date: 02/01/2023

  We are very sorry to hear that you are having an issue with a tool that was purchased from us! Please rest assured that we are here to help!
  
  We do apologize as this matter was not handled in a timely manner. After reviewing your previous interactions with our customer service agents, we are showing that a refund was processed on 1/20/2023 in regards to your order that was not received due to the shipping label issue. We have resent your refund notification email to "email on file" for your records. Please keep in mind that once we have issued a refund, your financial institution may take 3-5 business days.
  
  Once again, we do sincerely apologize for the inconvenience this may have caused you. We hope you give us another chance to show you, we value you as a L'ange Hair customer!

• Initial Complaint

  Date:01/17/2023

  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 ordered a lead duo from this company in November and received it in a timely manner. On Christmas my granddaughter opened it in the wrong item had been sent. I paid $64 plus tax for the original item and the item they sent me had a value of about $29, they said I can only be refunded for the item I received. And they also told me it was too late to get a refund, but since it took them so long to get back with me that put me outside of the return time period. if this is just an honest mistake, I would think they would be happy to resolve it.

  Business Response

  Date: 02/01/2023

  We are very sorry to hear that you are having an issue with a tool that was purchased from us! Please rest assured that we are here to help!
  
  We do appreciate you sending back the item that you were not satisfied with, we sincerely appreciate your cooperation in getting this resolved. We are showing that the item is transit, and have processed a complete refund for your order. We have sent an email confirmation of the refund to "email on file".
  
  Please let us know if there is anything else we can assist you with and we hope you give us a chance to prove that we do value you as a L'ange Hair customer.

• Initial Complaint

  Date:01/16/2023

  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.

  In April of 2021 I purchased a Le styliste drier from Lange. By December of 2021 the blow drier would not heat up. Got a replacement February 2022. It is now January 2023 and the blow drier I got as a replacement has also stopped heating. I'm very disappointed that this drier doesn't appear to last longer than one year. I spent alot of money on drier and with this company.

  Business Response

  Date: 02/01/2023

  We are reaching out to you in regards to the complaint that you submitted to the BBB.
  
  We are very sorry to hear that you are having an issue with a tool that was purchased from us! Please rest assured that we are here to help!
  
  We do apologize as this matter was not handled in an timely manner. L'ange takes pride in selling products that are the highest quality. The safety of our customer is always top priority for us, and this is something we take very seriously.
  
  Please refrain from using the tool immediately in order to avoid any potential safety issues. If you do choose to use your tool in the interim, you will waive any liability for any associated loss or damages.
  
  We will gladly provide a replacement for this tool subject to the terms set forth in our One Year Warranty found here:
  *************************************************************************************************************
  
  We will be happy to update you to the Le Styliste Luxe shown here: ******************************************************************
  
  Please respond that you agree and accept the foregoing and we will process your replacement.
  
  In addition, we do ask that you please confirm your current shipping address.
  
  We greatly appreciate your patience and understanding during this process!

  Business Response

  Date: 02/01/2023

  Thank you for confirming the delivery address.
  
  We have gone ahead and processed a reshipment, you should be receiving an email with the tracking information within 3-5 business days.
  
  Please be sure you are keeping up with the maintenance of your new Le Styliste Luxe to insure the longevity of your new Le Styliste Luxe. Here are the tips to help with maintenance: This dryer offers a self-cleaning function in which the motor reverses to expel trapped debris, prolonging the life of the dryer. To access this feature, make sure the dryer is OFF. Press and hold the cool shot button for approximately 3 seconds and air will automatically begin to enter from the front outlet and blow out of the rear air inlet. This will be indicated by an 8 second countdown on the digital display. Perform this action weekly, or as needed to free any accumulated dust. We hope this information is helpful!
  
  Once again, we greatly appreciate your patience and understanding at this time. If you have any additional questions or concerns, please contact us back. We are always happy to help!
  

• Initial Complaint

  Date:01/16/2023

  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 purchased a hair care tool from l'ange on 6/15/22 order # ******** the price was $39.99. Because I wasn't satisfied with the product, I returned it on 8/5/22. I still haven't received my refund. I have called and emailed l'ange but they still haven't given me my refund, I even offered to try another product in replacement of the item I returned.

  Business Response

  Date: 02/01/2023

  We are reaching out to you in regards to the complaint that you submitted to the BBB.
  
  We are very sorry to hear that you are having an issue with a tool that was purchased from us! Please rest assured that we are here to help!
  
  After reviewing your interactions with us, we can see you never provided us with the tracking information for your final sale return exception. However, at this time we will be happy to move forward with a resolution for this issue. In the initial complaint with the BBB we are showing that you stated that you would be okay with an exchange. Unfortunately at this time we are unable to process a refund as it is over our 90 day refund period. We sincerely apologize for any incovenience this has casued you. We will be more than happy to provide you with a $40.00 store credit for your final sale return exception to purchase an item of your choice.
  
  Please let us know if you wish to proceed, we look forward to hearing from you and assisting you further!