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:09/06/2024

  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.

  purchased a brush hair dryer from Soleil (product maker) at ******** Home Show in November of 2023. I wash my hair approximately two to three times a week, therefore the brush has not been used much. the last few times I've used it the lights in my bathroom flickered and the last time it sparked and smoked. I've attempted to contact Soleil and let them know the product is dangerous, (I spent $200.00 on it). I would like the product replaced or a refund

  Business Response

  Date: 09/09/2024

  Thank you for bringing this matter to our attention. We are sorry to hear about the issues you've experienced with your Soleil brush hair dryer. We take product safety and customer satisfaction very seriously.

  
  After reviewing our records, we have not received any prior correspondence from you regarding this matter. Based on the details provided, it appears that you purchased the product from a third-party vendor at the Portland Home Show in November 2023.

  
  As the manufacturer of Soleil products, we do offer a warranty that covers defects and issues like the ones you've described. To assist you further, we kindly ask that you file a warranty claim through our website. Our team will then review your claim and work with you to provide a replacement product under the warranty terms.

  
  Please visit our warranty claim page to get started. If you have any questions or need assistance with the process, feel free to reach out to us directly.

  
  We look forward to resolving this issue for you as quickly as possible.

• Initial Complaint

  Date:05/03/2023

  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 straightener comb on March 23rd, I have never received any updates on shipping. They have taken the $350 out of my bank account.I have reached out twice via email with no response. I either want my product or a refund of my money.

  Business Response

  Date: 05/20/2023

  This customer order an item color that was out of stock. Our customer service team reached out twice requesting the customer to pick a new color with no response. The customer messaged us through our contact form requesting an update. Our team responded 4 times (4/18,4/19,4/24, and on 5/2) with no response as well. Due to this complaint we went ahead and cancelled the customers order and processed a refund that should be seen on their account within **** business days.

• Initial Complaint

  Date:10/11/2022

  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.

  My spouse and I were in Del Amo Mall, and were walking by the kiosk where the product was being displayed. We were approached by the rep who offered to curl my hair. So... there was instant conversation about my hair, and yes I though the product was good as far as the effect that iron had on my hair. So my wife wanted to purchase it. The rep, *************** also said he was going to "throw in" the hair mask and 2 bottles of the hair serum. At no time did the rep, legally disclose any price on the curling iron. He was quick to have the credit card ran, and his finger was covering the first number in the price. So what my spouse saw was 99.. He immediately said , " Oh I can text you the receipt, what's your phone number?". So once we got home, the receipt was reviewed and my spouse screamed! I asked what's wrong, and she answered they******** charged my credit card $799!!! We looked at the "fine print" of the receipt which stated no returns whatsoever.... We immediately said that we were bait and switched and went to the mall the next day, and of course saw the same rep. He was very defensive in his body language towards us. He said, " what's up, what do you guys need". Like he already had been through this same interaction with other customers who were taken advantage of. So we told him, that legally he didn't disclose a price point, return policy and that we are returning the products and it was never opened. We also told him that the full price didn't include the "throw in" items of 2 hair serums and a hair mask that he actually charged us for. So we said here are the products and we will be reaching out to our institution to file a dispute. His response, " Good luck, you won't get your money back, no one ever does". I told you the price and yelling at us, as walked away leaving all the merchandise at his kiosk station. We have currently filed a claim with our institution due to failure to legally disclose price/return policy
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2022/12/12) */
  We are the manufacturers of Soleil hair tools. We do not sell to the public at any mall locations. Mall operators are third party vendors who have their own policy's. In addition we do not have access to their transactions or information on their staff. We recommend contact the mall management in this situation or disputing the charge via your credit card company.
  
  
  Consumer Response /* (3000, 7, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This does nothing to resolve the illegal tactics used to coerce the purchase of a curling iron. The representatives that work as "third parties", aren't bring ethical with how they represent your product. Buyers will potentially fall victim of this tactic. I am not in one bit satisfied with the companies response in this matter.
  
  
  Business Response /* (4000, 9, 2022/12/27) */
  We understand the complaints frustration and urge them to contact mall management regarding this issue. We have notified out team of the complaint against the third party vendor.
  
  
  Consumer Response /* (4200, 11, 2023/01/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Their response does nothing to correct the sale of a product, where they have no idea about who sells their products.

• Initial Complaint

  Date:09/09/2022

  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.

  On September 9, 2022 at the Augusta Mall in Augusta Georgia I was coerced into purchasing a straightening iron from the company listed. I was told the item was free with a $59.99 warranty fee but when I got ready to complete the transaction I was told it was $499.00 yet it charged me $567 instead. I stated I could not afford that and was asked about money in my checking account and he was using aggressive tactics to make me purchase. That was inappropriate. I felt unable to say no to the sales person and texted my mom as soon as it happened. Even after he still used more aggressive tactics to make me buy even more of the products after I repeated over and over I couldn't afford what was already charged and I didn't want anything else. I asked him to contact his manager asking for a refund and I was told that wasn't possible. The sales tactics the sales people used were very aggressive and crossed the line. The iron is still in the bag and hasn't been opened yet.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */
  This customer experience was with a third party vendor and has no affiliation to Soleil. We are the manufacturers of Soleil products and can help with a malfunctioned/damaged product. As the manufacturer, we provide a warranty* on our products. If your tool is defective, we will be more than happy to replace it for you.
  
  As the manufacturer of the product we do not have access to the third party vendors transactions or information. We recommend contacting your financial institution for further assistance.