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:04/08/2025

  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.

  I placed an order through the company’s website on March 17th using a promotional code that was supposed to include two free items with my purchase. However, I only received one of the free items. I contacted the company to resolve the issue and requested that they either send me the missing item or allow me to return the order at no cost.
  
  Unfortunately, they refused to do either. They would not fulfill the missing item from the promotion, nor would they offer a return or refund. I find this extremely disappointing and unacceptable. Their customer service has been unhelpful, and the way this promotion was handled feels misleading and deceptive.

  

  Business Response

  Date: 04/15/2025

  To Whom It May Concern, The customer was issues a refund on April 9th and was satisfied with the communication received from Olaplex re. the same.

  Please let us know if you have any other questions.

  Thank you,

  T*****

  Customer Answer

  Date: 04/16/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23173578, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/27/2025

  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.

  In June 30, 2024 I purchased a few products from this company. I also purchased extra products at ulta as well. Well their products has caused me severe hair loss, hair breakage and brittle. I contacted the company and requested a refund. They are ignoring my request and refusing to address my complaint. I still have half of the products and I offered the company I will send it back that I just needed it a refund because it’s not fair that I paid so much money to have my hair destroyed.

  

  Business Response

  Date: 02/24/2025

  We apologize for the delay. A refund was issued to the customer and should be received no later than February 28th. 

• Initial Complaint

  Date:12/05/2024

  Type:Billing 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 few items valued $97.30 on November 27th online. When I place my order the delivery was shown 1-4 business days and today is the 4th day and I had no updates on my delivery and my order was not even showing on your website when I logged in. I connected with through chat and the agent told me that my order hasn't been even picked up. I am very disappointed and do not agree with the delay being related to Canada post strike. First of all, when my order was placed you knew about the strike and showing my delivery on my order at the time was false advertisement. Secondly, all my other orders from any shop or Amazon during this time was delivered in a timely manner since no company uses Canada post and other shipping companies like FedEx or Purolator were not affected. I called and sent email as well regarding my concern and didn't get an answer regarding resolution.
  I am very disappointed with this false advertising and would like to request a compensation not as a product or credit for shopping. I had to purchase these items at local shop as I needed them by 2nd which was my promised delivery date.

  

  Business Response

  Date: 12/23/2024

  On, November 27, 2024, the customer placed order on Olaplex's Canada website. On the Olaplex website, it made all customers aware of the Canada Post strike and delays in shipping times. On, December 2, 2024, the customer chatted with Customer Service and asked for compensation and why it is taking so long to arrive. The Customer Service team noted the Canada Post strike, December 5, 2024, the Order was delivered. On December 5, 2024, the customer files a complaint with BBB asking for compensation. In order to appease the customer, Olaplex has contacted the customer on December 20, 2024 and offered and apology and free product. The customer responded that she looked forward to receiving additional products. 

  Customer Answer

  Date: 12/24/2024

  
  
  
  
  Complaint: 22645909
  
  
  
  I am rejecting this response because:

  There was no indication of the strike as you can see in attachments on my receipt and/or on the website. In all pages throughout my shopping process, the delivery was mentioned 1-4 daysAlso the delivery of the items was irrelevant to the strike as it was sent by FedEx. Additionally, I haven't received any apology or free item offered as the company states. 
  I received only advertisement emails. 

  Therefore, I would like to request a resolution rather than fake statement. 

  
  
  
  
  Regards,
  
  
  
  A*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/06/2025

  Good afternoon, Olaplex again apologizes for any inconvenience related to the delay in your order. For your records, we are attaching a copy of the Olaplex website notice informing consumers re. delays in shipping due to Canadian carrier issues (e.g. the strike). In addition, we have refunded you the cost of your original order. 

  If you have any other questions or concerns, please feel free to reach out. 

  Thank you,

  Olaplex, Inc. 

  Customer Answer

  Date: 01/15/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22645909, and find that this resolution is satisfactory to me.

  Thank you so much for your efforts in resolving this matter. I'm happy with the resolution I received by the company and I followed up with an email with them as well. 
  
  
  
  Regards,
  
  
  
  A*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/18/2024

  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.

  *On July 9th 2024 I purchased the shampoo and conditioner for $45.00
  *At the end of July, middle of August, and September I went on the website to contact each time I heard nothing back from anyone after filling out the contact me form.
  *I tried the 800 number 10 + times and no answer goes right to a voicemail, no call backs.
  *I emailed in October and numerous times in November when I finally found an email along with my information of the damage that has happened to my hair asking for the refund and the ability to send back the 3/4 unused portions of shampoo and conditioner.
  *Still no refund or follow up
  *PS I shipped to my work address of **** ** ******** **** Portland OR 97232

  

  Business Response

  Date: 12/23/2024

  The customer reached out to Olaplex stating that Olaplex products No. 4 and No. 5 caused damage to her hair.  Olaplex's customer service team sent the customer an adverse event form and refund form to complete, however, the customer never completed either of the documents. Nonethless, a refund was issued to the customer on or about December 20, 2024.  
  
  

• Initial Complaint

  Date:11/18/2024

  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.

  Received expired products, but refused to offer free exchange or free return

  

  Business Response

  Date: 12/23/2024

  The customer contacted Olaplex on November 14, 2024 stating the products she received were old/expired and requested an exchange/return. Olaplex's Customer Service Agent then informed the customer that they could return the product and place a new order.  Olaplex informed the customer that Olaplex would waive a $5 return fee based on the customer's request. The customer stopped responding after the last email that was sent by Olaplex on November 15, 2024. Nonetheless, on or about December 20, 2024, Olaplex refunded the customer without receiving the returned product. 

• Initial Complaint

  Date:02/27/2024

  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.

  I used olaplex 0, 3, 4 & 5 once a month for 4 months. On my 4th use my hair became very stretchy and mushy immediately after the use. When I came out of the shower my hair was breaking off.
  
  I would like olaplex to have to stop production of whatever product caused the damage.

  

  Business Response

  Date: 02/27/2024

  We are sorry to hear that you aren't fully satisfied with your OLAPLEX purchase. We believe in the safety and efficacy of our products, which are thoroughly tested in-house and by independent third-party laboratories and have full confidence that OLAPLEX products do not cause hair loss of hair breakage. Please contact our support team directly and we will happy to help with any concerns you may be having as well as review your purchase for a refund.

  Customer Answer

  Date: 02/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]
  
  
  
  Complaint: 21351649
  
  
  
  I am rejecting this response because: your company can claim that its products are safe however my experience along with many other people has not proven it.  I used your product exactly the way it said.  I did not over use or leave in longer than recommended.  While I was washing it out with your products my hair was stretching beyond repair.  I contacted my hairdresser who said it sounds like a chemical reaction.  I am saddened that your company refuses to take responsibility for harming so many people.  It is devastating when a product destroys hair because it doesn’t just go back to normal and it takes years to grow out the damaged hair.  My hope would be that you remove the products that damage hair so that no one else has to go through what I have had to.  
  
  
  
  Regards,
  
  
  
  Aprel Greitl
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/26/2024

  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.

  i bought the whole line of oxaplex it has damaged and broke my hair it is all different lengths for 2 years,

  

  Business Response

  Date: 02/27/2024

  We are sorry to hear that you aren't fully satisfied with your OLAPLEX purchase. We believe in the safety and efficacy of our products, which are thoroughly tested in-house and by independent third-party laboratories and have full confidence that OLAPLEX products do not cause hair loss of hair breakage. Please contact our support team directly and we will happy to help with any concerns you may be having as well as review your purchase for a refund.

  Customer Answer

  Date: 02/27/2024

  
  
  
  
  Complaint: 21347701
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  S***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/26/2024

  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.

  I started using Olaplex in January of 2023. I have since quit this January 2024 due to hair loss & brittle hair. Olaplex will not stand behind their products and refund due to it being over 60 days. I purchased several items thinking they would help my hair only to realize the products were causing the issues. I am in a group with over 12k women having these same issues plus more. This is not a coincidence.

  

  Business Response

  Date: 03/05/2024

  We are sorry to hear that you aren't fully satisfied with your OLAPLEX purchase. We believe in the safety and efficacy of our products, which are thoroughly tested in-house and by independent third-party laboratories and have full confidence that OLAPLEX products do not cause hair loss of hair breakage. We have connected with the customer via our support team and will be issuing a refund to her per the attached receipts. 

  Customer Answer

  Date: 03/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21347379, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  R******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/12/2024

  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.

  I started using olaplex about a year ago my hair now is all different lengths an fried it's also super thin it didn't start until the use of olaplex

  

  Business Response

  Date: 01/12/2024

  OLAPLEX products have been tested for safety and efficacy, and they do not cause hair loss or hair breakage. We recently released test results from independent third-party laboratories, going above and beyond industry standards, to demonstrate this. There are a wide variety of reasons for hair breakage or hair loss, including various medical conditions and medications, skin conditions and more. We have full confidence and believe in the safety and efficacy of our products, and encourage you to consult your stylist and dermatologist to understand your unique needs. With that said, if a customer is not satisfied with their purchases, we are willing to explore a possible refund made within the last 60 days from an authorized Olaplex retailer. If the purchase was made outside of OLAPLEX.com, we ask that they first check with the retailer from which they purchased the product to see if they are eligible for a return. We do not see any contact from this customer to our support team and would request they send their receipts to them directly to review a refund.
  
  

• Initial Complaint

  Date:12/05/2023

  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.

  Purchased almost $500 worth of product — I got it at a lower price from authorized retailer so they denied my refund. Refund form says purchase within 12 months but their “updates” from fall 2023 say only purchases within last 60 days are eligible for refund. This is ridiculous. I am losing hair & losing my money.

  

  Business Response

  Date: 12/19/2023

  OLAPLEX products have been tested for safety and efficacy, and they do not cause hair loss or hair breakage. We recently released test results from independent third-party laboratories, going above and beyond industry standards, to demonstrate this. There are a wide variety of reasons for hair breakage or hair loss, including various medical conditions and medications, skin conditions and more. We have full confidence and believe in the safety and efficacy of our products, and encourage you to consult your stylist and dermatologist to understand your unique needs.
  
  With that said, if a customer is not satisfied with their purchases, we are willing to explore a possible refund made within the last 60 days from an authorized Olaplex retailer. If the purchase was made outside of OLAPLEX.com, we ask that they first check with the retailer from which they purchased the product to see if you are eligible for a return. We would not deny a return based on a sale or discount provided by another retailer, however, we would recommend to partner with ULTA as this receipt fits the return policy from date of complaint. We do want to note the receipt the customer provided reflects the pricing of OLAPLEX prior to July of 2022.