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:06/09/2025

  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 a Pattern Beauty spray bottle from ******* in September 2024. After fewer than six months of light useapproximately 23 times per weekthe spray bottle stopped functioning completely. I reached out to Pattern Beauty directly and explained the situation in detail, including that the bottle was no longer spraying despite appearing physically intact and being used only as intended.Instead of resolving the issue based on the information I provided, Pattern asked me to submit a video of the defectonly to then deny any replacement because the product was purchased through ******* and is outside their stated 60-day return window. They cited policy rather than product integrity or customer goodwill.******* also refused to exchange the item due to a change in the products design (the bottle is now yellow instead of white) and because of the elapsed time since purchaseeven though it has been less than six ********* concern is not the priceits a $15 bottlebut the principle. It is unacceptable that a product from a brand like Pattern would fail in such a short amount of time and that both the brand and retailer are unwilling to offer a basic exchange or replacement for a clearly defective item. I expected better product durability and customer care, especially from a company that markets itself on quality and inclusion.I am seeking a replacement bottle

  Business Response

  Date: 06/12/2025

  Good day,

  We wholeheartedly understand your concern and sincerely apologize for the inconvenience caused by our initial response. 

  We have now shipped a replacement that is in transit and you should receive it soon.  We truly appreciate you bringing this to our attention and sharing your valuable feedback, as it helps us improve.

  Thank you once again for reaching out and for allowing us the opportunity to resolve.  Please let us know if you have any additional questions, or if we can offer further assistance at this time.

  Warm regards,

  PATTERN Beauty Customer Care

• Initial Complaint

  Date:06/20/2024

  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 have received damaged merchandise, dirty merchandise, and when I call or email, they go unanswered or their customer service line does not allow you to leave a message nor does anyone answer the phone. This is regards to order# PTRN449593 ($5899) that I received today 06/19/2024. Why is it I have to clean these items when I get them or worry I will receive damaged product? I want them to pay to return these items, since there is no return label included with my order. The same issue with my other order, strange debris, dirty items, PTRN440848 ($269.33). I ended up cleaning scuff marks and small debris off my bag similar to the one in picture.

  Business Response

  Date: 06/25/2024

  Good day,

  
  Thank you for raising this concern to our attention! We are terribly sorry that our Customer had this experience.  

  
  Upon review, while I was able to see that our ************* Advocates had responded to our Customer's emails, when I had the opportunity to speak with them this past weekend, they let me know that they were not able to find our correspondence in their spam and/or promotions folders.  Luckily, we were able to connect voice-to-voice and I was able to obtain additional details, feedback, and photos.  

  
  Since our conversation, we sent a replacement item from our Customer's first order and sent a complete replacement for the second order. 

  
  I would like to sincerely apologize again and want our customer to know that their gracious and honest feedback along with their photos will be shared with our internal teams and partners so that we can take the necessary steps to make corrections on our end.

  
  If you have any questions, or if you require additional information, please feel free to reach out.
  Warm regards,
  ***************************
  Sr. Director of *************

• Initial Complaint

  Date:03/07/2023

  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 placed an order to Patterns Hair Products on January 13, 2023. I have never received the products. I have not been able to receive a resolution from this company after many attempts. My order number is ******. I ave found that their ********************** is a joke. Their communication is confusing and leads to nowhere.

  Business Response

  Date: 03/13/2023

  Complaint Case ID: ********
  Consumer: ***********************
  Case Submitted: 3/7/2023

  Good day,
  
  Thank you for bringing this concern to our attention.  We at PATTERN Beauty strive to offer natural hair products done right, to include providing an outstanding Customer experience.
  
  On 2/2/2023, The Customer contacted us to inquire about their order that had been placed on 1/13/2023.  The Customer shared that they attempted to track the shipment and found it to be confusing.  Our CC *************** Advocate provided the Customer with some information around current shipping delays, expected time frames for delivery, and provided the tracking details in the form of a link in her correspondence back to the Customer.
  
  On 2/14/2023, The Customer contacted us again about their order and our CC Advocate replied, seeking a few clarifying details and he did not receive a response.  Therefore, on 2/21/2023, the CC Advocate sent a follow-up email, and we received a response on 2/22/2023 that the CC Advocate replied to on 2/23/2023 with the necessary *************** information and a link for the Customer to use to file their lost package claim.  The *************** information was provided since the Customer selected the route package protection when placing their order.  Under these circumstances, a lost package claim is submitted directly to Route for review and resolution.
  
  On 2/27/2023, The Customer contacted us again about their order and our CC Advocate replied on 2/28/2023, however, they did not receive a response.  Therefore, on 3/3/2023, the CC Advocate sent a follow-up email in which we received a response from the Customer on 3/6/2023.  
  
  On 3/6/2023, the day prior to this case being submitted to your Agency, in good faith and in hopes to prevent any further frustration, confusion, or delays regarding the *************** Claim Submission Process, our CC Advocate proceeded by issuing a refund for the order in the amount of $51.59.  Based on the issuance of the refund for the full cost of the order, we consider this case fully resolved on our end and are more than happy to assist the Customer, if they wish, when placing their next order.
  
  If you require additional information, or if you have any further questions, please do not hesitate to reach out to me directly.
  
  Warm regards,
  ***************************
  Director of Customer Care