Aveda Reviews 372

I paid extra for same-day delivery for an order placed on 2/26/25 at 11am EST. The order page confirmed that all orders placed before 5pm would be delivered that day.

I received 1 confirmation email with an order number, then received no updates on my tracking number when I searched it. I was told I had to be present for my order to be delivered, otherwise, I would still be charged the courier fee. I called customer service, who told me to call the local Aveda supplier, Salon Central OTR. I called Salon Central OTR 6 times in a 2-hour span and left 1 voicemail with no response.

I talked to a live chat representative who was also unable to help me. I asked them to cancel my order and they said they were unable to. I will not be home to pick up the order any other day. I am still unsure what will happen next.

As someone who has used Aveda products for the last 15 years and has exclusively gone to Aveda salons, I am deeply disappointed by this service and will have to find another option.

I used texture tonic spray and it turned hair pink. The ingredients were bright pink. I have used this before with no problem? Why is product bright pink? Called customer service and was told it was past shelf life. Product had never been opened. No resolution to problem.

I canceled my order, it was in the warehouse and they said I could not cancel due to this I had to call UPS to have them stop delivery and return it. I called UPS they are unable to this as well. I called Aveda back and explained I know longer live at this address, it is a rental property and I have moved. She will do nothing, she said I would need to return it, well I now live 1.5 hours away and they will not send me a refund even though I have been a long-time customer. Aveda.. Do better I will never purchase from you again.

Aweful. Holding my money for a confirmed return- will not let me speak to a supervisor , blatantly told me they don’t want to give me the name of the supervisor that they say is gonna call me back . 4 escalation, no return call. Sent an email saying I have 5 days to respond or I lose my refund …. Told me to disregard the email! 17 days since returned and still no refund . One rep said no supervisor is working today, called back another rep put me on hold to connect me to a supervisor. Literally just run you in circles, lie, and keep your money.

I've not had any issues with online orders. I found their service to be good. I have been using Aveda products for a year now and I can say that Aveda has significantly improved the quality of my hair - it is softer, thicker, and shinier.

I love using Aveda products, I use them in my everyday hair and skin care routine, i love how clean the ingredients are also! I would highly recommend.

Placed an order on Dec 3 still had not received it by 12/21. Did live chat. She said item was lost, and replaced it.

Worst online customer service. Placed an order on December 8, was charged on the 10th and it never shipped. Contacted customer service via live chat twice and received no clear answers. Only responses with yes, no. Will never be ordering from Aveda again.

The worst customer service! Made 2 separate purchases and Aveda website stated ‘waiting for package pick up’ since Nov 28, 2024. When I contacted Aveda via chat and they could not provide an explanation about the missing package.

Placed order for shampoo on Nov 23. Got notice on 24 saying order had shipped
Finally realized I had not received this order. Checked tracking tracking had note to contact vendor
Sent vendor email. Got response saying very busy would get back to me
Then days later got email saying super busy to use live chat
On Saturday 7Dec I used live chat. Was on for almost s full hour
was told product would be reshipped and would get copy of reshipment data latest 48 hours
Still no resolution. Still no reshipment notice
Horrible horrible.
I just want the product snd in future will never get from on lbd again

How hard can it be to ship some shampoo ?
I placed an order during Thanksgiving it was a gift with multiple products. I ordered it all to be wrapped and paid for that. ONE piece was shipped to my sister unwrapped ( spoiled the whole surprise ) and now it has been over 10 days and the rest of the order has not shipped. The customer service online take a long time to deal with . Chat will keep you waiting forever so just use the phone and call. Really makes me remember why I swore off buying Aveda on their site. Really frustrating.

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 have been a loyal customer for over 10 years and Aveda deleted all of my points 50,000 points with no warning and no message. This is absolutely not okay. How can my points exist for over 10 years and then suddenly be deleted? These need to be returned. This is over $5000 I have spent with this company and you reward this by deleting all my rewards? I was planning on doing the spa trip to the UK in 2025. I have been living paycheck to paycheck and saving these points for this spa day. And you delete the points?

I'm absolutely devastated that a company that prides itself on its loyalty to its customers would do so without any warning to its customer. This company could not care less about it's customers. To do this to a client is devastating.

Update: after speaking with Aveda they made a one time exemption and updated my account and put my 50,000 points. With this being said this should have never happened in the first place

I been waiting YEARS for an amazing trip to 4 or 5 star quality hotel within USA! When I originally joined the awards program in the 1990s there was a great trip to quality hotel with a spa experience in Seattle. Aveda has been promising a states-side hotel stay and spa experience for more than 25 years. I’ve accumulated over 160k points and I’m still waiting. Why can’t Aveda and L’Oréal finally become what they promised and treat their longtime solid loyal customers as they deserve and were promised, year over year, “the United States travel destination is coming soon, or within next few months, or early next year, or later this year, or within the next quarter.” OMG!?!?!?

The Be CURLY range is the holy grail for my hair. I have thick course hair ( I call it a scottish frizz) and have tried everything! This product was recommended by Mels mains and I was skeptical as I had tried many other recommendations. I have had these products now for about 4 months and will definitely be re ordering and emptying my cupboards of all other products. Absolutely love
it!

The app never works after I log in, just goes to a blank screen.

Just wanted to warn anyone thinking of enrolling on the plus awards scheme that the “one off” membership fee is not a one off! If you purchase Aveda products from your salon instead of online this will be seen as inactivity and you will be asked to pay another £10 to re-enrol. I can only describe Customer service as being dismissive and unwilling to help. So shortsighted by Aveda as they have now lost a long standing customer!
p.s A note to save other dissatisfied Aveda customers’ time- don’t bother replying to the generic Aveda reply to your complaint on Trust Pilot. Their reply was pretty much cut and pasted from their previous Customer “care” emails and offered nothing further to resolve my issue with them. I totally disagree, customer satisfaction is definitely not important to Aveda!!

I have been a loyal Aveda customer for over 20 years. And unfortunately I have seen the decline of the company and product. I can no longer rely on the product’s performance. And the company itself has become greedy. I have to pay for my loyalty “rewards”. Like what??? The rewards I EARNED were a gift delivered to me. Today, I must pay to receive them. I do not bother. And as a result, have found other products of higher quality. Look elsewhere for products. There are many good choices to be found.

I just received a damaged box full of paper and no products. When I called customer service I was not able to reach anyone. The voice prompt kept repeating. Very disappointed!

In the past, Aveda have created loyalty points so to persuade clients to become loyal, earn points and benefit. Or to be precise pushing them to buy more.
Over the years, AVEDA have changed hands a few times and every single time that this had happened their customer service became worse. Most unprofessional, clueless and with one aim that is to rip off clients. The reward points have become for them like something that is now stuck in their throats. Not sure what to do with it and they are questioning their sanity as to why we have to give freebies to customers when instead we can rip them off.
They did send a recent email about redeeming loyalty points/rewards before the end of Oct and after that they'll introduce something new. The tone and the ultimatum given are both unhelpful, unprofessional and if it shows one thing, it also shows how Aveda are clueless, pointless, lack the vision and are helpless when it comes to retaining and rewarding clients. What are the new things? they have no idea.. How one can compare and make a decision..why would they care? all what they want is to get rid of those rewards asap.
The quality of their products has come down too. They have hit a wall and have a reached a point of now return and is only heading downhill. What a shame!