Complaints

This profile includes complaints for Byredo USA Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Byredo USA Inc

  500 Fashion Ave Fl 9 New York, NY 10018-4502

• 

  Byredo USA Inc

  62 Wooster St New York, NY 10012-4486

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:05/23/2025

  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.

  On May 11th Byredo was advertising a Mothers Day promotion on its website where they would include a ******* tote bag with orders over $150. Because of this promotion, I placed an order for $194.38. When my order shipped, I was concerned to see that the tote bag was not listed in package contents. I contacted customer service via chat and was told by Nemar that despite meeting the promotions terms they would not send me the tote bag because their system had not added it to my order. Nemar even confirmed that the promotion was not set to expire until 40 minutes after I placed my order. When my package arrived, the tote bag was missing. My issue was transferred to ***** who again refused to honor the promotion. Byredo evidently decided to end their promotion early despite continuing to advertise it on their website. They did this on Mothers Day when I and I am sure many other mothers like me would be placing orders in a potentially emotional state. This is extremely predatory behavior on Byredos part. They were actively advertising this promotion to incentivize sales and yet had no intention of honoring its terms. The only solution that will rectify this issue is for Byredo to send me the ******* tote bag. If they truly have none available, they should either refund me $145.39 that I will then use to order the bag off of **** or Byredo should offer a replacement item worth at least $145.39, which is what the bag is going for on the open market. If Byredo suggests I return my items for a refund instead, I emphatically reject that as a wholly inadequate solution. Simply returning my other items for a refund would not rectify Byredos dishonest behavior, and as I actually want the other items I ordered, I should not have to go through the inconvenience of a return. Byredo should also direct its web developers to stop advertising promotions that have been ended prematurely and add a pop up at checkout to explicitly inform customers when a promotion is ended early.

  Business Response

  Date: 06/16/2025

  Hello, 

  as you can see from the screenshot below, the issue has been fully resolved. The customer received her tote bag as well as an extra gift of a value of $99. 

  We are considering this case as closed. 

  thanks, 

  ******** 

  Customer Answer

  Date: 06/18/2025

  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.

  Viktoria tackled my issue tenaciously and  graciously sent me the candle she had offered as a replacement item even after she was able to locate the tote bag. I am very grateful to her for her kindness. 

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

  
  

• Initial Complaint

  Date:01/31/2025

  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 a perfume roller on Janaury 11, 2025. When my order arrived, the box didn't have anything except the packaging filler that was yellow. No product or slip inside. I did the online chat and sent in a picture of my box. They said they " esacalated " it to another department. I called Byredo on January 24. 2025 to see if I can get a refund. They said wait till Tuesday for a response back on my refund. I then called on January 28, 2025. They said that they are " waiting for a response from their logistics team" to see the status of my refund. It will almost be a month of the purchase and I still did not get a refund. They have provided me no contact to reach

  Customer Answer

  Date: 02/09/2025

  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:01/27/2025

  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.

  Received a Tree House candle as a Christmas present. Burned it a couple times and then, while burning, it exploded in my kitchen. Luckily no injuries or property damage and we were in the room so extinguished the flame.Contacted customer service and they said it was consumer misuse and wont provide a refund to the purchaser.They claim proper warning on their website, but the only thing there is for optimal use, trim ***** candle is meant to be burned. And when used as intended is not supposed to explode.The company doesnt seem at all concerned and is quick to blame consumers. I have reached out to the company that owns the brand and havent received a response. Poor showing for a company that is selling consumers pricey products.

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Byredo USA Inc regarding complaint ID ********.
  
  Sincerely,
  
  *** ******
  

• Initial Complaint

  Date:01/02/2025

  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 purchase BYREDO perfume on line. Received it and decided to return it in its original condition, as stated by their website conditions. Sent photos proving such. And they refuse to accept my return and give me a refund.

• Initial Complaint

  Date:12/09/2024

  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.

  Byredo associate refused a return label unless I provided "photos" that it was unopened. I did not open the product and simply want to return it. However, they say my statement is not credible until I provide photos. That requirement is not listed on the official returns policy on their website. I believe they are being openly racist towards me and are refusing service/providing a return label to be discriminatory. If it really was a "requirement", then it should have been posted on their website. All I am asking for is the return label to be sent to me. The reason I refused the photo initially was because I was in my office when I emailed them (hence I was not at home to provide photos), but this is now a bigger issue. This is not listed as a policy or requirement for returns.

• Initial Complaint

  Date:10/30/2024

  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 their perfume, Mojave Ghost on Saturday September 21. Hours after Id placed the order my sister ***** (technically my besties sister but we claim each other as family) gifted me a bottle of the same perfume that was bought as an early birthday present. I reached out to Byredo customer service to cancel the order. Figured since it was a non business day, I could be able to catch it before it shipped. They didnt reply until Sept 23 and claimed it was already packaged. The person said theyd send me a return label while waiting for my order to arrive so I could return it. This didnt happen. The package arrived, I made another request for a return label. Finally got it. Placed it on the unopened package. A friend suggested I take pics to prove that I had not opened it, so I did. Sent it off. Tracking said it arrived on Oct 8. I received no notifications from Byredo, so I reached out to confirm they had received it. They confirmed. They had said it could take up to 14 business days to process a return. I checked back a couple times during that period to check on the status, didnt think it would take the full 14 business days as Id never opened the package before returning. Yesterday was 14 business days. I reached out again via their website chat. After confirming my order number and address, they left me sitting there for several minutes before saying they were escalating. I asked for some contextdid this mean an issue or were they having trouble finding my return status. They repeated that it was being escalated and Id be notified by email. I asked for an *** on that email, they avoided answering. I asked again for an ***. They again avoided answering. I asked for an update or my refund by end of business. They ended the chat and then sent me a transcript claiming Id ended the chat. I just want my $243.06 back.

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  The business did reach out as well as refunded my money.  I still think they could stand learn some communication and customer service skills but this matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/18/2024

  Type:Delivery 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 made an order on 6/1/2024 totaling $329.63 and used a $200 gift card. Byredo's site says shipping is to be processed between 1-3 days and and it has been over two weeks since I've placed the order. I've tried reaching out to customer service via email, text, call and no one has replied with answers or a resolution. I've been a fan of the brand for years and this situation has really soured my view of their company. It's been extremely frustrating and disappointing trying to get a hold of any customer service. Obviously would like my products shipped to me, but at this point I just want to cut my losses and get a refund.

• Initial Complaint

  Date:06/04/2024

  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 recently visited Byredo with high hopes of finding a new signature scent since this was my first time exploring their perfumes. I have several of their other products. My experience left me feeling frustrated and misled.I specifically requested on multiple occasion if they had a smaller size I can try to explore the fragrances before committing to a full-size bottle. Unfortunately, my request was denied multiple times. Only after I made a purchase was I given a small sample. This felt disingenuous, as if the goal was to pressure me into buying before allowing me to try the fragrance properly. Instead of opening the big bottle I had just purchased, I just tried and used the sample. I realized that the scent didn't stay on me for more than a few hours and I was overall unhappy with the purchase. Since I didn't open the big bottle, I decided to return it. Further disappointment came when I discovered the return policy only allows for store credit. The entire experience felt manipulative, prioritizing a sale over genuine customer satisfaction and ensuring I loved the product.When I went back to the store to return it, the same sales person told me "this is why we give out samples" to which I shared I was never given one despite asking for it multiple times. We also asked her why they don't proactively share the refund policy to which she said "she did". This was a complete lie. The service I received did not even come close to the standards I've experienced at other luxury brands in the ** and ******. I felt rushed and not properly supported in exploring the products.It really feels like Byredo is trying to make a sale/keep your money at all cost despite focusing on whether the customer is actually satisfied. This is especially disappointing given that venture firm only uses and Byredo soap and as a customer, I gift ******************** to many of my friends. Really disappointed by this type of behavior especially from a Luxury brand. I'd like my refund.

• Initial Complaint

  Date:05/28/2024

  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.

  On April 24th I purchased La Grande Dcouverte which comes with a voucher for a 50ml bottle which I then placed an order for on May 10th (1996 is the name of the fragrance), and the status is still showing as: ordered.Unfortunately the company has ignored my numerous attempts at correspondence through phone calls, emails, and chat. Due to the company's lack of responsiveness I would like a refund on La Grande Dcouverte USD ****** since they have not sent me the bottle as the website states.

  Customer Answer

  Date: 06/22/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Byredo USA Inc has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:10/16/2023

  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 had at Byredo shop, located at ***************************************************************************************. On September 29, 2023, I purchased a perfume from store, and I returned it on October 14, 2023, only to be met with an unfortunate refusal to provide a full refund.My concern primarily revolves around the return policy and the overall customer service I encountered. When I purchased the perfume on September 29, 2023, no salesperson or signage provided me with information about your return policy, a critical aspect of the customer experience that was overlooked.Upon my return to the store, I was informed that your policy dictates that returns are only eligible for store credit. This policy, however, was never disclosed to me at the time of purchase, which I consider a significant failure in customer service. The absence of clear communication regarding your return policy during the purchase process left me unaware of the terms and conditions, which I believe is a disservice to customers.Furthermore, I found it disheartening that I was questioned about my reason for returning an unopened item. It is my understanding that when returning a product in its original condition, the customer's motivation for the return should not be subjected to interrogation. This not only reflects poorly on your brand but also tarnishes the overall customer experience.I kindly request that you review my case and reconsider your decision to provide a full refund for my purchase, as this would be the most equitable resolution to the situation. I believe that my experience was the result of a lack of transparency in your return policy and a customer service approach that could be improved.

  Business Response

  Date: 10/16/2023

  Hello. Thank you for your inquiry. Our retail team have been in contact with the client and will provide an immediate resolution to the concern. We appreciate your patience and support and thank you for your continued patronage.