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Complaint Details
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Initial Complaint
02/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased this product and do not want to continue with their subscription service. They don't answer the phone or respond to emails to cancel my subscription.Business response
02/09/2024
We sincerely apologize for the difficult time you experienced trying to reach our customer support department. We certainly want to ensure our customers' requests are handled in a timely manner. We received and processed your request and have cancelled your subscription on 1/12/24. At Hair La Vie, we strive to maintain a high level of customer care and we look forward to an opportunity to serve you again in the near future. Please, let us know if there is anything else we can help you with.Customer response
02/16/2024
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
01/17/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I didnt sign up for ongoing payments. I signed up for a one time purchase that was paid in October. I paid thru paypal so please reimburse me for $137.68, transaction # 9NH06818L273Business response
01/22/2024
Hello, Issue was resolved on January 10th,
We certainly want to ensure our customers requests are handled in a timely manner. We received your message from our manufacturing and shipment facility in **************, we have cancelled your subscription, Please, let ** know if there is anything else we can help you with.Initial Complaint
01/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was checking my credit card statement and saw a charge for $135 from Hair La Vie. I did not join a subscription and never received any notice of a pending or shipped order. The product doesnt work and I would never have reordered. From previous complaints, I am worried I wont be able to cancel or return this second order without problems so Im writing for assistance. Thank you.Business response
01/16/2024
Hello,
We apologize for the frustration regarding your order. After speaking with our customer service team, we were able to locate your account and your subscription has been cancelled on 1/8/2024 via phone. You should have received an email confirming the cancellation along with a return label. Please be sure to check your spam or junk email folders if you dont see it in your inbox. We are just waiting for the product to come back in order to process the refund.Initial Complaint
10/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought 3 bottles of the hair vitamin.I returned them all.I called them and they assured me they would issue a refund. They never did. Then I called back and they claimed they never received my return.Business response
11/03/2023
Hello, We certainly want to ensure our customers requests are handled in a timely manner, so we sincerely apologize for the difficult time you experienced trying to get a refund. We have received and processed your request. Please let us know if there is anything else we can help you with. We wish you a successful health journey.Initial Complaint
07/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered 3 month supply on 7/3/2023 but didn't wanted to continue with order. It didn't work. I have been charged $114.73 amount for a supply I didn't want and have been unable to cancel. Did not want to continue order and paid by Amazon Pay. Not able to inquire about order or cancel. They do not answer Hair le Vie customer service line. Need to cancel order but unable.Business response
07/17/2023
When purchasing on Amazon you are subject to Amazon's return policy not Hair La Vie, if it was purchased directly from our Hair La Vie site we would be able to honor OUR 90 day return policy. Please reach out to Amazon directly using this link, hopefully they may be able to help resolve this issue for you.
-*************************************************************************************************************************************;
Once there click on Ask a Question and let them know about the issue. Unfortunately we have no access to amazon to issue any refunds. We apologize for the inconvenience.Initial Complaint
06/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered 3 month supply but NEVER wanted to continue. It didn't work. I have been charged a large amount for a supply I didn't want and have been unable to cancel. Please helpBusiness response
06/15/2023
Hello *************************
We sincerely apologize for the difficult time you experienced trying to reach our customer support department. We certainly want to ensure our customers requests are handled in a timely manner. We received your message from our manufacturing and shipment facility in **************, we have cancelled your subscription, and refunded your order. At HLV, we strive to maintain a high level of customer care and we look forward to an opportunity to serve you again in the near future.Initial Complaint
05/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased two 30 unit bottles of Hair laVie from Amazon, who, per the company, IS an authorized seller. Per Hair LaVie's guarantee I returned the empty bottles within 90 days of purchase as I obtained no benefit from the product. They now refuse to honor their guarantee as these were purchased from Amazon, thought heir guarantee only excludes purchases from unauthorized sellers. I cannot return to Amazon as a) their return window of 30 days is closed and b) I sent the empty bottles back to HairLavie. I want them to honor their policy and refund the amount I paid. I provided them with full documentation of that purchase.Business response
06/06/2023
Hello ****
When purchasing on Amazon you are subject to Amazon's return policy not Hair La Vie, if it was purchased directly from our Hair La Vie site we would be able to honor OUR 90 day return policy. Please reach out to Amazon directly using this link, hopefully they may be able to help resolve this issue for you.
-*************************************************************************************************************************************;
Once there click on Ask a Question and let them know about the issue. Unfortunately we have no access to amazon to issue any refunds. We apologize for the inconvenience.Customer response
06/07/2023
Complaint: 20116215
I am rejecting this response because: Not actually rejecting but wanted to let you know what ended up happening. Their reply to you is actually funny. I posted a review on Amazon and noted this problem. Hair LaVie immediately responded and issued a full refund, which I have already received. I guess a public negative review can work better than a BBB complaint sometimes. Thank you for your involvement!
Sincerely,
*********************Business response
06/22/2023
.Hello ****
When purchasing on Amazon you are subject to Amazon's return policy not Hair La Vie, if it was purchased directly from our Hair La Vie site we would be able to honor OUR 90 day return policy. Please reach out to Amazon directly using this link, hopefully they may be able to help resolve this issue for you.-******************************************************************************************************************************** Once there click on Ask a Question and let them know about the issue. Unfortunately we have no access to amazon to issue any refunds. We apologize for the inconvenience.Initial Complaint
05/15/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I did not sign up for a subscription and they keep emailing saying I have a subscription. I only ordered 1 product. Their email support doesnt email you back and their phone support line is never answered. Seems like a complete scam. I dont want to receive any more product or bills from this company. I will be disputing with my credit card company if I dont get a response.Business response
05/18/2023
Hello *******************, We sincerely apologize for the difficult time you experienced trying to reach our customer support department. We certainly want to ensure our customers requests are handled in a timely manner. We received your message from our manufacturing and shipment facility in **************, we have cancelled your subscription, and refunded your order. At HLV, we strive to maintain a high level of customer care and we look forward to an opportunity to serve you again in the near future.Customer response
05/18/2023
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
04/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered the Hair La Vie vitamins, as my hair is falling out, a lot. I received the box, and started taking them. I really didn't notice any difference in my hair issue. Then, several days ago when i was out of town, i received another box, and was charged. I would never have ordered if i had been aware that this was a recurring subscription. The phone number does not work for this business. I emailed them several days ago and no answer. I do not want any more of this product. I have never opened the last box. i need this billing to stop, and a return label sent for the last box, at least.Business response
05/04/2023
Hello ********************, We sincerely apologize for the difficult time you experienced trying to reach our customer support department. We certainly want to ensure our customers requests are handled in a timely manner. We received your message from our manufacturing and shipment facility in **************, we have cancelled your subscription, and refunded your order. At HLV, we strive to maintain a high level of customer care and we look forward to an opportunity to serve you again in the near future. Since you are located in ****** we cannot provide a label for return feel free to keep the product.Initial Complaint
03/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In October 2022, I ordered this product on a subscription basis. I was told I could change or cancel the subscription at any time. I didnt receive notice of the next subscription until they had shipped it. The order was for over $400. I immediately contacted both the company and PayPal. I tried to stop the payment through PayPal, but they said it was too late and it had processed. I also had PayPal cancel any future payments to them. Hair La Vie told me that it had already shipped and would not allow me to receive a refund prior to waiting to get the merchandise and getting a return confirmation number from them. I immediately returned the order with the confirmation number and it was received by them on February 20. It is now March 3 and I do not have my refund. When I contact the company, they tell me that I have an open dispute with my bank about the order and they cannot refund me at this time. The payment was made immediately through PayPal which was connected to my credit card. I have told them there is no dispute through my bank, but they are still not refunding me. I paid almost $45 to ship this product back and now Im out over the $400 for the product. I want a 100% refund of my money. Even after the refund, I am still out the shipping cost which is a lot when comparing it to the poor customer service of this company. They were very strict on the timeframe to get the refund confirmation number and shipping the product back. I had received zero updates from them until I emailed after waiting over 2 weeks. That is when they let me know that unknown to me there is an open bank dispute and they cant process the refund.Business response
04/04/2023
All orders refunded & subscription cancelled.
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Customer Complaints Summary
38 total complaints in the last 3 years.
11 complaints closed in the last 12 months.