Complaints

This profile includes complaints for Unilever Consumer Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Unilever Consumer Services

  800 Sylvan Ave Englewd Clfs, NJ 07632-3201

• 

  Unilever Consumer Services

  920 Sylvan Ave # 2 2nd Floor Englewood Cliffs, NJ 07632-3301

• 

  Unilever Home & Personal Care-USA

  5300 Holabird Ave Baltimore, MD 21224-6010

• 

  Unilever

  75 Merritt Blvd Trumbull, CT 06611-5435

• 

  Unilever Consumer Services

  2401 Utah Ave S Ste 800 Seattle, WA 98134-1435

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:03/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Was promised refund for two half gallons breyers ice cream 3 months ago. Breyers uses tara gum now which I cannot have. They switched their ingredients and put in tara gum. We have dairy laws in Ohio. Unilever who I found out makes breyers. They promised me $15 refund. Been waiting 3 months. Called them this afternoon didn't know what I was talking about. Want $15 refund as committed and promised to me. Can't seem to get anyone from customer service to figure out what the holdup is

• Initial Complaint

  Date:10/27/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Can someone at Unilever who actually KNOWS the answer to my question please answer it? Don't just "guess" the answer. Please read my question CAREFULLY (your customer service agent, who replied to my email, clearly misread my message, and sent me the wrong reply). My question: For several weeks, "Suave Essentials ****************** 8" (NON-aerosol) has been unavailable at ALL local stores (including ******* and Target*) and on Amazon (all sellers). What has happened? Have you discontinued this product? If you have not discontinued it, when and where will it be available again? When I emailed your customer service, the agent misread my message, and told me that I can buy this product at ******* and Target*!

• Initial Complaint

  Date:07/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 four half gallons vanilla natural ********************* cream for birthday party. Ice cream was freezer burned. Due to dairy law, store wouldn't return. Store said call breyers. Called briars spoke to ***** customer rep. *** was rude she was ignorant on how to assist me and acted like she was drunk or something with the ** on in the background. Called back talk to customer service agent ******* when I told her the ice cream was defective and taste freezer burned and looked iced over she said they cannot refund my money because I don't like the flavor? Are you kidding me I don't know where these two people came from or why friars would hire people like this. They were extremely awful. I would like my $30 return to me at this point. The ice cream was $7.99 a half gallon and there were four. My sister went out and bought four more at a different store for the party and they were not defective. Needless to say I have about $30 for my purchase and these two rude customer service agents would not assist me

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called Dove and complained about seven (7) deodorants I had purchased at wallmart.com. I was given Unilever consumer service case # ******** and Dove reference # ********. I was instructed by **** to return the seven deodorants which I did. I have proof of delivery. I called **** customer service phone several times and each time I was told they did find my case on file and that a refund check would be mailed to my home address. After 5/6 moths, now I know this is not going to happen. Please send me the refund for the seven deodorants you made me mail to you.

• Initial Complaint

  Date:03/15/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 three containers of ice cream which are my favorite or extremely bad tasting. Been fighting store with dairy laws for several weeks. Unilever does not pick up the phone. Phone customer service several times listen to music for almost 1 hour. This is Breyers Ice cream? I am in the military I ship out on the 16th now. Finally got through to customer service woman was extremely irate and tried to force coupons when website says refund available. Please assist me in getting my $23 return to me for the three cartons of my favorite ********************* cream. Because of the ******* issue I will be gone at least 7 to 8 months. I put in for this quite some time ago and I am very happy to offer my services in this case. Unfortunately I will not be needing ice cream right now which is the farthest thing from my mind I will have somebody handle my Affairs while I'm gone so if the company would please issue me a refund it will be taken care of and I do thank them

  Business Response

  Date: 03/28/2023

  Dear *****, 

  We are so sorry to hear about your experience. We have tried to contact you by phone and email to understand more about your experience and the product information. You may find our contact information here: ******************************************************************

  We look forward to hearing from you!

  Unilever Consumer Services

   

   

  Customer Answer

  Date: 03/29/2023

  
  Complaint: 19597516
  
  I am rejecting this response because:
  
  This is inappropriate they have contacted me four times I want my money returned or coupons. This is just ridiculous I am going to think twice about buying this brand of ice cream now. The product went in the trash so my kids wouldn't accidentally eat it at least this company can do is provide me with reimbursement secondly they can apologize for their awful customer service. Refund or coupons please
  
  Regards,
  
  *************************

  Business Response

  Date: 04/13/2023

  Dear *****, 

   We have sent you a follow up email and you will be receiving your refund and coupons in the next **** business days. Please let us know if you have any additional questions or concerns. 

  Unilever Consumer Serivces 

   

  Customer Answer

  Date: 04/15/2023

  
  Complaint: 19597516
  
  I am rejecting this response because: my apartment number is 104 this was omitted for some reason. Please note my apartment number is 104 thank you
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 05/05/2023

  Dear *****, 

  We have sent your refund to the address requested including the apartment number. This was delivered on April 28th. Please let us know if you have any additional questions or concerns. 

  Best,

  Unilever Consumer Services

  Customer Answer

  Date: 05/08/2023

  
  Complaint: 19597516
  
  I am rejecting this response because: I have received nothing from you. Please confirm my address. Nothing has been in my mailbox. You were supposed to send me a refund. Please confirm my address and tell me where is my compensation? This has been going on too long now. Again please confirm my address and mail me compensation
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/04/2023

  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 bought 4 dove daily moisture conditioners 950 ml from ******* a week ago for ***** each as i love these so much because they make my hair smell good, upc is ********** , lot code is 09302JU42 . i was gonna use the 1st bottle since i ran out, i notice the pump was broken when i twist it. i figured i would still be able to use it but i need to remove the pump, the texture and consistency was very runny and off. i still gave it a try because they are expensive. when i blow dried my hair the smell of chemical was strong. i was so upset

  Business Response

  Date: 03/09/2023

  We are so sorry to hear you had this experience. We sent you an email on 3/7 that confirms you will receive a $48 refund for these products. The check will come via postal in **** business days. Thank you very much for letting us know about your experience and we will pass along your feedback to our quality team.

• Initial Complaint

  Date:10/31/2022

  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.

  Purchase six cartons of chocolate for $6.89. chocolate was iced over very bitter flavor. Called customer service waited on hold 27 minutes twice. Spoke to **** who insisted he worked for Unilever not breyers. Kept talking about a recall. Would not own up to the bad flavor ice cream. Called back several times waited on hold. Purchased more ice cream from different proprietor in ****** these were bought from IGA. Being they could not be used and were thrown in the trash I would like my purchase price refunded to me I have been a good customer and I think I deserve this especially after this horrible horrible customer service

  Business Response

  Date: 11/11/2022

  I sent this consumer an email on 11/7 asking for additional information to help resolve their issue. I'm still waiting on a response: 

   I received a complaint via the Better Business Bureau that stated you never received a refund regarding your Breyers' ice cream complaint. We are so sorry about this. Do you have a case number from your complaint that I can look up your information in our system? If you do not have the case number, could you please provide the following information:
  
  - Please confirm the product(s) description, UPC, and Production Code
  - Please send over any product photos. 
  - When and where did you purchase these products?
  
  Once received, I'm certainly happy to process this refund and pass along your feedback to our Quality Team. Thank you so much and I look forward to hearing from you. 

  Jane 

• Initial Complaint

  Date:08/13/2022

  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 purchased Suave aerosol product which was recalled early 2022. I contacted their consumer care and they offered to send me coupons to replace the product (case #********) by email. They called my wife *****, not ***** in the email. After more than 3 months waiting the coupons still had not arrived. I contacted Unilever and they claimed their records show the coupons were sent 4/21/2022. I responded that we did not receive them and maybe they went to someone named *****. They responded that even though the name on the email was wrong, they sent them to the right address. Finally they agreed to remail the coupons. After receiving them I went to 7 different stores, and the product the coupons were valid on did not exist. I checked online sources too, could not find Suave dry shampoo aerosol. The coupons expire in two weeks, so I do not see any possible way to be compensated. I sent Unilever a request for resolution and my email was not replied to. I think they know they sent me unusable coupons, which I feel is a bad business practice!

  Business Response

  Date: 08/23/2022

  I reached out to the consumer and apologized for sending expired coupons and explained that the product they were looking for was discontinued. I offered them a $50 check for consumer goodwill but they declined. Instead, I sent a product refund and assortment of hair care and deodorant coupons. 

  Customer Answer

  Date: 08/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  Unilever has refunded the value of the product and also furnished me with full value coupons for various products which do not expire until Feb 2023. 

  They have gone beyond what was necessary to replace/refund the product which was recalled.  They were pleasant to work with.
  

  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/10/2022

  Type:Sales and Advertising 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.

  Tazo Tea was running a giveaway on Instagram called Summer ****** List Sweepstakes. I entered on Instagram and was later notified ( 6/30/2022) I was a winner. The notification gave a list of digital gift cards as prizes and I chose a $500 digital gift card to West Elm. I had to submit some information for prize fulfillment which I promptly did. The notification also said the prize would be fulfilled in 2-4 weeks. After 4 weeks had passed I messaged Tazo Tea on Instagram to see when they thought the prize would be fulfilled and that I had submitted the required information. A response simply said if you submitted your information thats all that would be needed. I again messaged them on their Instagram page after about another week but No response. I then messaged Tazo Tea from their website and still No response.Then I messaged them from their website and again No response

  Business Response

  Date: 08/22/2022

  This is a complaint for Tazo Ready to Drink bottle which Pepsi owns and not Unilever. I forward the complaint to the Pepsi Consumer Cares team. I followed up with the consumer and let them know that a representative from Pepsi Consumer Cares will reach out to them and will help them resolve their complaint. 

  Customer Answer

  Date: 08/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  The Outreach team has responded to me and given a satisfactory resolution to me as well. 
  Regards,
  
  *********************