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Business Profile

Hair Care

Olaplex, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

This business has 1 alert

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/29/2022

    Type:Product Issues
    Status:
    Answered
    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 am rejecting this response because:the products have damaged my hair outside of a 12 month window. Olaplex has processed returns for others outside of the 12 month window even as recent as last week. Olaplex is discriminating against making an exception for me outside of the window like they did for others because Lisa C in customer service is mad at me and being petty in regards to extending the refund offer to me. Olaplex is lying about a 12 month window because as I previously mentioned they did it for others. I will include statements and customer names to this refute as proof that Olaplex is purposely refusing me a refund that they granted to other. They also granted refunds to many without requiring a receipt and to people that did not even buy the products. Lisa C. is proving her own personal vendetta against customers and how she treats them and lies in copy and pasting the same responses without addressing the refunds the company has granted with exceptions. If they are doing this for others then they will do it for me. When they do not treat every customer and offer the same exceptions to all then that is poor business ethics. I have attached the pictures. The reply from Olaplex is unacceptable. 



    Regards,



    S****** ******


























































    hould have no problem in refunding hard earned money that consumers spent on faulty products. Their customer service email is useless and Lisa C over management in customer experience didn't even reply to me with the correct name proving that their customer service resolution method is unacceptable and questionable. I am requesting a refund in the amount of 372.69 for all the products I have purchased and it's the least Olaplex can do for the issue of their product causing me hair loss, damage, and thinning.

    Business Response

    Date: 01/03/2023

    The safety and well-being of customers is our top priority. We regularly and thoroughly test our products, above and beyond industry standards, both in-house and with independent laboratories. There is no evidence from any of this testing that Olaplex can cause hair loss or hair breakage. We are always willing to explore a possible refund up to twelve months after the date of purchase, if a customer is not satisfied with their purchase for any reason.The customer can contact [email protected] with any receipts from an authorized retailer, in the past 12 months and we would be happy to issue a refund.

    Business Response

    Date: 01/09/2023

    We are sorry to hear the customer is unhappy with our products. As mentioned, we would be happy to refund any purchases from authorized retailers in the last twelve months.

  • Initial Complaint

    Date:12/28/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Oklahoma cause my hair to fall out! I’ve spent over $200 on these products!!

    Business Response

    Date: 12/29/2022

    We understand the client's concern and take the safety and well-being of our customers very seriously. We ask that all customers reach out to [email protected], so we can gain more information regarding their experience and further assist them.

  • Initial Complaint

    Date:12/20/2022

    Type:Delivery Issues
    Status:
    Answered
    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 for product on December 8 for $60+ and as of today I still have not received the product. I have sent 3 emails with no response. The website only provides an email address to send an email, no phone number is provided. I want the product delivery with a discount added back to my credit card for the lack of delivery and customer service. I am moving in a week and this product will not arrive in time.

    Thank you, K***** *********

    Business Response

    Date: 12/20/2022

    The customer has an order placed on December 8th for $64.95 and are also seeing it is stuck in transit based on the USPS tracking information. We do see an email from the customer on Friday December 16th and apologize that is was not yet answered as we are closed on the weekends and dealing with a higher contact volume during the holiday season. We are more than happy to replace this order and can ship it to another address, if that is easier for the customer to receive as we realize it is time sensitive, or issue a full refund for this order. 

  • Initial Complaint

    Date:08/01/2022

    Type:Product Issues
    Status:
    Resolved
    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 have reviewed the response made by the business in reference to complaint ID 17648096, and find that this resolution is satisfactory to me.




    Regards,



    C******** *****








































    Business Response

    Date: 08/01/2022

    While there is no chemical present in OLAPLEX to straighten hair or change the texture of one's hair, we are always happy to refund a customer who is dissatisfied with our products. We have now issued a full refund and the customer should have received notification of this. They may always directly contact us at [email protected] for any future needs or concerns.

Olaplex, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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