AvedaReviews of aveda.com

I placed a $531 order. When it arrived nothing in the package was from my order. I spent 35 minutes on the phone and was told that because my order was more than $300 the representative couldn't help me and a supervisor needed to help. Then our call disconnected. I then chatted for an hour and ultimately was told that the representative couldn't help me and that someone would "reach out to me" to help "resolve my issue." My resolution is simple: I want the product I ordered paid to receive and I am happy to return what I didn't order. I have spent several hours on the phone and chatting and now I am left waiting for a supervisor to call or email me. I don't know why Aveda doesn't have the ability to simply correct a shipping error. All companies make mistakes, I know and understand that. I don't understand why no one I can talk to is empowered to resolve a relatively simple issue. This is one the single worst e-commerce experience I have ever had from a company I had help in high esteem (Aveda has great products) Having ordered from Aveda regularly since 2016 I am shocked that the first time I had a problem they are unable to successfully resolve it in a professional and efficient way. UPDATE 12/6: Aveda replied and told me to keep the product they shipped by mistake and are replacing my original order. I'm satisfied with the outcome, I wish it hadn't taken three days for resolution but in all fairness my problem happened during Cyber Monday sales and I am sure they were busy. They have great products and my faith is somewhat restored in their e-commerce site.

I just ordered a $72 jar of Tulasara Firming Sleep Masque - and when I opened the jar, it looked like the product had been used - 1/3 of it was missing and there was no secondary cap under the jar lid. I routinely order this product - for years - and I've never had this happen. Trying to get it resolved but the chat is offline until 10 a.m. (doesn't say what time zone) and a return is a PITA. I will have to reorder the product, wait for it, then hope I don't get a bad jar again. I ordered direct from Aveda, as I always have, again, for YEARS. I have accumulated a lot of points over that time. This is so sad. I recommend this product to my friends and family all the time. How this situation is handled will determine if I continue to use it and recommend it. *Rather than go through the online return process, I called Aveda and they are sending a replacement jar - recommending I throw away the defective product.

UPDATE: AVEDA has since made their wrong right. Thank you Aveda.

I love Aveda, but their prices are too expensive for the small amount of product. WHY can't we get bigger containers???.. The containers do not increase in size and in fact, have decreased, yet the prices continuously increase. Awards and free samples do not compensate for the massive amount being charged. Aveda is a multi-million dollar company, so when will they stop being greedy and become more customer enlightened? Why can't they make 12 or 16-oz containers? They're charging $40 for 4 oz...WTH!! It's called gouging, just in case you didn't know the terminology. Shame on you Aveda for using lame excuses for your high prices.

UPDATE: Following Aveda's response to my original 1* review (below) I emailed consumercare**** as instructed. I received an initial response within 3 working days. Aveda have now agreed to reinstate my rewards membership and points. For this reason I have amended my rating to 3*. Aveda loses points because i) There does not appear to be any future plan to warn customers before their membership/points expire. BEWARE if you don't make a purchase or redeem points every 12 months your membership will automatically be deactivated. ii) The shopping experience via Aveda website is frustrating. Its a real shame so many stores have closed because this was part of the pleasure of using Aveda. +++++++ Sadly Aveda appears to have joined the growing list of companies that do not value customer loyalty. As with several other reviewers on here, I’ve fallen victim to the “expired” Aveda+ Rewards account and as a result the points I’d earned over many years to reach tier 7 have been deleted without warning. The Rewards+ program replaced Pure Privilege in 2021 and, yes, if you scrutinize the new T&Cs it does say the account will expire if not used for 12 months. One of the big selling points of Pure Privilege was “points never expire”. As Aveda has decided to change this key policy for Rewards+ I would expect them to notify members before their points are about to drop off, but this wasn't the case. It seems my reward account “expired” because I didn’t purchase directly from Aveda for 12 months. This is largely because they made it difficult for me to do so by closing my local store in 2020. As many others have mentioned, the website is appallingly slow and deliveries are unreliable – so I resorted to stocking up with large orders via Aveda online, then purchasing one-offs from John Lewis, using click & collect. I don’t understand what Aveda hopes to achieve by removing all my points and expecting me to start again with a new Rewards+ account (for which there is a £10 joining fee). It certainly won’t encourage me to make any further purchases from them and for a company that trades on its ethical credentials, this does not feel like an ethical way of dealing with its customers. As a general rule I do not post negative reviews and would much rather have a constructive conversation with the company concerned to resolve any issues. I have chosen to do so in this case because there does not appear to be any way of contacting Aveda customer services, without spending hours on the phone or dealing with a chat-bot. I anticipate the Aveda response to this review will be the standard “Your satisfaction is important to us and we'd like to help...”; send email with Trustpilot in the subject line etc. Perhaps they will surprise me!

Having read some of the reviews maybe I was lucky - I got my order! However, yet again the promised 'free samples' were missing. No apologies. Nothing to say they are out of stock. Just missing! this is not the first time this has happened. Aveda, do not promise what you cannot deliver.

First time customer at Aveda Clearwater for a massage. Building is huge, clean, a bit noisy, but comfortable. I was taken care of right away; however the front counter person was not friendly. Cold, dry, no smile, not welcoming at all. Led me back to the message area, and sort of "dumped me off." Message therapist was warm and friendly. Patrick was concerned for my comfort level at all times, as I was recovering from a long illness and truly needed a little pampering. He accommodated my constant movements at every moment. Willing to learn and listened intently. Time to leave. He escorted me up front. Didn't try to over sell me anything, but hoped I would come back and take good care of myself -- giving myself some time to recover and move forward with a plan. Check out girl -- again, no smile. No asking how my experience was. No conversation. Not even a "Bye Felicia!" Detached, disengaged, disenchanting! Aveda is into sales. I know this. Can't sell if you don't engage, or smile, or even pretend to like being there. Too bad! Lots of people still need jobs and this one is sitting on one she truly doesn't deserve to have. It won't prevent me from seeking massage therapy, but felt constructive criticism might be appreciated by management -- if they even read these things. Just my 2 cents!

The product is great. The website is useless. I can never make a purchase, ever. Aveda, please fix your site so people can actually do business with you. When I'm trying to give you my money, and your site won't let me until I can figure out which samples are in stock, there is a problem. This has been an ongoing problem. I tried about six months ago and had the same problem. It shouldn't be impossible for people to purchase your product on your own website. Also, the dropdown menus really, really get in the way of being able to use the site. I have trouble selecting items because the dropdown menus are constantly dropping. FYI, everybody: Shampoozone.com carries Aveda (even products that Amazon doesn't carry). It took me three minutes to place the order. Aveda should shut down their own website if they can't fix it. All it does is irritate potential customers. Maybe the CEO of Aveda doesn't give a flip.