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:04/27/2023

  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.

  My 2 yr old daughter has an inflammation from the wipes On her face. The reaction is red with whips in the areas That the wipes were used, similar to a rash. The Wipes are supposed to be hypoallergenic.The material in the diapers have changed. I change my Daughter often as I am a stay at home ******** daughter has to have a full clothing change after just urinating once.This has happened multiple times. The diapers are not absorbing anything. I have purchased this brand for 2 ********* am very disappointed in the short cuts taken with the products. 2 years worth of products that are purchased 2-3 times per month at their bulk sizes.

  Business Response

  Date: 04/27/2023

  At The Honest Company, our customers satisfaction is top priority and we appreciate the customer sharing this experience with us. We take complaints seriously and consider all factors in order to review and understand what may have taken place with the affected product. We see that this customer has reached out to our client support team and we're awaiting their response to our reply. For quicker resolution, we encourage the customer to reach out to our team directly. The customer may contact ** by phone Monday through Friday, 7:00 A.M. to 3:00 P.M. PST or contact ** via email at *********************************** for further assistance.

• Initial Complaint

  Date:04/25/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Defective products

• Initial Complaint

  Date:01/25/2023

  Type:Delivery 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.

   
  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,
  
  ***********************g address!?! That's not your customer's fault! It's the **********************'s responsibility to give a resolution! It's your customers that make you grow. we choose to buy your products, but when you choose not to provide customer service to keep your customers you kose them, My order was paid with a gift card from my employer so I can't file a claim with my bank to dispute the charge. Simply requesting a refund or resend my order with a signature confirmation to ensure delivery to correct address.

  Business Response

  Date: 02/07/2023

  At The Honest Company, we pride ourselves on customer satisfaction. We take all relevant information into account and work with our carrier to research, trace and resolve delivery disputes to the best of our ability. While reviewing the events that took place here, we were able to come to an agreement with the consumer and provided a solution and consider this matter resolved. 

• Initial Complaint

  Date:01/14/2023

  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 wanted to try the diapers for a change for my baby but everytime we were in the car seat she would have a clean pair one but by the time I got to work which is 15 mins away. The diapers would leak out and I would have to change her clothes. It is fine when she is just around the house not in car seat. My husband doesn't like the way they fit her and kid of hang out the side

  Business Response

  Date: 01/20/2023

  At The Honest Company, customer satisfaction is top priority. We take complaints seriously and want to better understand what could be taking place. When it comes to leaks, we often find that size can be the issue and we encourage you to try sizing up for better coverage. We encourage the customer to reach out to our customer service team for more information so we can better assist.

• Initial Complaint

  Date:01/11/2023

  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.

  Had ************* in November. Have used honest products, and encouraged our friends to do so, for all of our kids.
  We received way too many******** packs of ******* (have 9 brand new packs unopened) and wanted to exchange for size 1. We don't have money just laying around and are NOT asking for money or a refund. We just need ******* that will fit ********. After our experience with trying to return them to ************************* and even honest company themselves, asking for an exchange and not a refund of money, there is no help to be had. What kind of company does that to someone after taking thousands of dollars from them? I'll tell you. It's a company that will never see business or a recommendation from me ever again. In fact it will see the opposite, including several blasts all over social media.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/20) */
  At The Honest Company, our customer's satisfaction is top priority and we appreciate the customer sharing this experience with us. We take complaints seriously and consider all factors in order to review and understand what may have taken place. While we do our very best to accommodate our Honest customers, there are times when we would not be able to honor their requests, which is what we've communicated here. With how our system capabilities are set today, we are not able to honor exchanges for products that are not directly purchased on www.honest.com. We have great relationships with our retail partners and if the the customer would like to return a product purchased from one of our retailers, the customer would need to contact them directly for assistance and information regarding their return policy. One thing to note is that products at retailers vary and returns and exchanges will be dependent on whether they have the product listed in their system as well. We know this is not the solution the customer wants to hear, but we hope this adds more clarity. We will share this experience with our internal teams and look for ways to optimize the purchasing experience in the future.
  
  
  Consumer Response /* (2000, 7, 2023/01/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Company resolved issue with representative over the phone.

• Initial Complaint

  Date:01/06/2023

  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.

  I want my refund for order ************ I WAS told I would get a refund I have an email Stating order was canceled we live in ** now not ******* the baby is double in size does not wear that size and we do not have the diapers I want my refund
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Based upon the information the consumer provided, we were unable to locate the necessary information to further assist. The order number provided is linked to another customer's account and the email provided by the customer shows a single order purchased from April 2022 that was shipped and delivered to an address in **. We encourage the customer to provide the correct information so that we may continue to assist or reach out to our Customer Service team directly for immediate resolution.

• Initial Complaint

  Date:12/10/2022

  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.

  ************************************* we purchased several large boxes of Honest************ at a ************ store, in ******** - which is over an hour from our home in**************. We had the baby several months later and as we opened boxes, we found moldy looking substance all around the whipes packaging.
  
  We shared pictures with Honest, and they said this is a known packaging issue and that they should still be safe but they should be returned directly to the store they were purchased. We explained that we dsiposed the big box that packages the whipes (box of 8 packs of whipes) a couple of months ago, and that the nearest buy buy baby was over an hour away from annapolis - either************** or ******** where we purchased - and we are not able to take road trips with a newborn (which they should understand as they are a baby company) to return their faulty whipes - and we dont need to spend $50 in gas to get the refund. We emailed several more times, telling them returning to the store was not an option and that we need THEM to directly send us replacmenet boxes or voucher for 3 free boxes to replace.
  
  No responses, and they basically took as stance that this is our problem and we have to deal with it. These boxes are each $42.95 currently on their website and they owe us 3 boxes for their known faulty issue that they admited and sold to us.
  
  attached is the Last Email text I sent to them Dec 2, and they ignored and some pitures of this companies organic, premium whipes - that ironically look like this.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/12/28) */
  At The Honest Company, we work to ensure and maintain rigorous quality and safety standards with our trusted suppliers. We take all reported claims seriously and work to gather additional feedback from customers to share with our Quality Team. Our customers' satisfaction means the world to us and we're always committed to bringing them safe and effective products. With that said, we have reached out to this customer and filed the necessary product complaint and have resolved their concerns.