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:05/01/2025

  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.

  Hello I bought a jumbo size shampoo bottle last year. Today while washing my hair, I opened it when the pump no longer was providing any product. Upon opening a gross stench seeped out and inside there was a white fungus growing all over a half full container of product. I had been noticing some increased shedding of my hair but never attributed it to Briogeo shampoo until now. I am requesting a refund for this faulty product.

  Business Response

  Date: 05/01/2025

  Hello, the customer reached out to our customer service with this complaint. They did not provide images of the mold they were referring to. Additionally we responded with "For the Scalp Revival Shampoo, we use wood-derived exfoliants made of microcrystalline cellulose instead of synthetic microbeads they tend to swell over time. Based upon extensive micro testing we are confident in the preservative system used in this formula.
  Due to the natural formulation, separation may occur, please place the jar in the refrigerator for two hours and mix well to revive the original whipped texture."

   

  However, we did provide a store credit as a courtesy to the customer to reorder, the product was within shelf life and safe to use.

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I did not provide a picture because I do not want to expose my family or myself to whatever has grown on the shampoo. I did receive the credit offer but I do not trust The companys shampoo product anymore so it is not a valid response from the company. They basically want to keep my money and this is the best way to do it. Definitely lost me and my family as customers 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/04/2024

  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.

  On 9/13/24 I placed order ******* which was misdelivered by ****. I was made to wait 5 days after delivery to get only a store credit to place a new order. I expected a different carrier to be used on my new order since **** is horrible in my area and I expressed that. On 9/24/24, I placed a new order ******* only to find out that **** was again selected as the carrier. I tried several times to get **** to add signature to the package but it did not require signature. The package was again misdelivered, and I went back and forth with **** for days before contacting Briogeo since I already knew they would have me wait 5 days again. Further, this package says it was delivered IN A MAILBOX. It is impossible for a package of this size to fit in a mailbox, so theres no way that is the case. Common sense could tell you something is wrong about this delivery! Yesterday, 10/03/2024, I contacted Briogeo about this expressing my frustration that **** was used again. I asked if we could use a more reliable carrier like ***** or **** That question was never answered. I requested that they provide the store credit refund again for the package and I would place the order again and send to a different address where the **** carriers are more reliable. They claim **** has to handle it. **** is telling me to contact Briogeo about my refund/replacement but Briogeo is refusing to provide a store credit refund for this order since **** misdelivered it again. This is unacceptable, especially considering these packages are undoubtedly insured and Briogeo will be getting the money back for the package. **** said Briogeo will be reimbursed for misdeliveries! So theyll be receiving the insurance claim money from me filing the claim for the misdelivery (**** has confirmed that Briogeo would be reimbursed despite Briogeo not understanding this and claiming it would be me) PLUS keeping MY money for items I never received. UNACCEPTABLE - thats STEALING MY MONEY. SEND ME A REFUND/CREDIT!!!

  Business Response

  Date: 10/21/2024

  Per the conversation attached, we provided the customer with a third resolution of a store credit for $154. The customer came to us with a missing package and our agents provided a store credit as a resolution. The customer came back again with complaints of a second missing package. We provided to this customer that since this was the second instance they would need to contact **** for a resolution, the second package was sent to the same address. As a final resolution to this customer, as we have policies in place to prevent fraudulent claims, we provided the customer with a second store credit. This store credit was redeem and sent to the same address where the previous two packages were sent and claimed lost. 

  Customer Answer

  Date: 10/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After lots of back and forth and sending PROOF to the company FROM **** that my packages were lost, they finally issued a credit (though it was not for the total amount of my order and started ignoring my messages when I pressed them about not issuing a full credit). Because I refuse to use their products any longer and have publicly shared via social media my negative experience with them, I gave the credit to a neighbor in my apartment complex. I advised her of the delivery issues I experienced. She still chose to make an order to be delivered to the apartment office - her order was delivered successfully though. However, because the apartment address is the same, this company merged our profiles and started sending her order updates to ME, breaching her reasonable expectation of privacy. This company is a joke and should seriously reevaluate how they handle customer interactions. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/07/2024

  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.

  ORDER #******* // ORDER #******* In regard to the aforementioned order numbers, I have been trying to correct this issue since I saw the charges of $67.41 and $119.58 on 12/13/2023 and Briogeo did not acknowledged my concerns, I just kept getting automated email responses. Yet when I contacted by my bank, they were quick to send tons of documents to dispute my claim. As I said in my original message to them, my phone and email address were compromised and multiple orders were placed under my name, and they were not by me! I tried doing the right thing by advising Briogeo in advance, before the orders even showed as delivered, but did and said nothing with that information.Again, I NEVER PLACED THESE ORDERS NOR DID I EVER RECEIVE THESE ITEMS.After my claim with my bank was reversed on 2/13/2024, I reached out to them again asking them to do the right thing and provide me with a refund as soon as possible. My bank account is now overdrawn.They answered again with a response that made me feel as though they didnt even read my message, telling me they dont dispute claims and to contact my bank. I further explained AGAIN and they offered me two options:1. A credit to shop for your replacement 2. A replacement order placed by them Again, they are not paying attention. I never asked for a replacement. I never shopped with them and did not need a replacement. I felt so overwhelmed that I just gave in and asked for the credit. Then of course, the discount codes provided for me to reluctantly buy their products did not work. When I advised them, they told me Please insert these store credits directly on the Briogeo website checkout, the picture is attached below for reference. We recommend it on a desktop or laptop to checkout and not on a smartphone.I WAS ON THEIR WEBSITE AND USING A LAPTOP! AND I DIDNT **** A PHOTO FOR INSTRUCTIONS.At one point I received a message from someone named **** stating I'll be working on this ticket from start to finish, so you can respond to me directly with any follow-up questions. **** disappeared and I only continued to get responses from All the best, Team Briogeo.Im begging for someone to assist me in getting me a refund and to stop having me jump through all these hoops. I never have and never will shop Briogeo. And I will most certainly share this experience. Especially on TikTok where they have a ton of influencers promoting their products. This is the absolute worst customer service experience ever.

  Business Response

  Date: 02/07/2024

  The customer reached out to us stating that her information was stolen from her and two orders were placed. They also stated that both orders shipped to her home address but she never received. Chargebacks were placed on both orders by the customer, her bank decided with us and that these charges were not fraudulent which reversed the charges on her account. She then came to us asking for a refund, we provided her with a resolution of a store credit but as a one time courtesy provided refunds for both orders.

• Initial Complaint

  Date:12/07/2023

  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 merchandise from Briogeo on 11/24/23 for a total of $108.97. The order was shipped on 11/25/23 via *** and all shipping updates stopped on 11/26/23. As of today, 12/6/23, there have been no updates to the shipping. I called *** and they told me the delivery was handed off to **** and should have been delivered by 12/2. **** shows that theyre still waiting on the package from ***. Both vendors instructed me to contact Briogeo so they could process a refund or replacement. I have been contacting Briogeo customer care for 3 days via email and their social media account. There is no phone number. No one has responded to my customer support messages.

  Customer Answer

  Date: 12/07/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  Date:05/10/2023

  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.

  Ordered April 10th 2023 Dont Despair, Repair!Deep Conditioning Mask 32oz Price after taxes: $113.34 Refunded product due to already having one. Contacted customer service via email multiple times, and I have not received a confirmation email that my product has been returned and I never received my money back.

  Business Response

  Date: 02/20/2024

  We provided the customer with instructions as **** sometimes prematurely makers packages as delivered. The customer did not follow-up with us. We would be happy to still assist the customer with a store credit to reorder.

• Initial Complaint

  Date:02/02/2023

  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.

  .Date of transaction : 01/19/2023 .The amount paid : $73.18 .Business Committed to provide : Curl Charisma Leave-In Defining Crme and Be Gentle, Be Kind Shampoo and Conditioner Banana and Coconut Hair Pack .Nature of dispute : Never received my order Whether business has tired to resolve issue: No. This business told me I had to find my own order.Account order # ******* I contacted this business via email when I received notice that my order had no access for delivery. This was very upsetting, as I work from home and always available. No one "tried" to make any delivery to me. When contacting Briogeo customer care, they were very rude and insensitive. I basically was told I had to track and find my package. I waited the entire next day for my delivery and still nothing. I then sent an email requesting a refund back to my original card in the amount of $73.18. I'm still waiting on a response from this business. At this point I'm over it and no longer even want these products and want my refund. Please assist. This has been a horrible experience with this business.

  Business Response

  Date: 02/20/2024

  The customer was refunded on 2/3/2023