Aveda Reviews 61

one of the worst customer service I ever encountered. not even an attempt to try and solve an issue - just dried facts with nothing else. useless. a customer rep called Mey should definitely not work in any kind of contact with clients

They use Evri. Evri couldn't be any worse and of course, have lost my parcel as they do 90% of the time. You cannot contact Aveda in any shape or form, no email, live chat is a robot and if ask to talk to a human they just don't connect. Waited 25 mins before giving up just now.
Will grab a refund from paypal and never order again. If cannot contact a company when a mistake happens, through no fault of the customer, then the company is completely untrustworthy and best to avoid. That's what I am going to do. When will these companies stop making cutbacks that just drive customers away? Idiotic.
Order: 163166844

Another theft. They continue using Evri. This time, I collected from the collection point, and three items are missing. Evri, Aveda, and Police Scotland ignored this crime and literally laughed at it last time. Aveda is an unethical customer service provider with no empathy, and they continue facilitating crime and abuse of customers, as it is still probably better to use Evri. I will see what happens this time.

I’ve stopped buying from Aveda because of their bad practices on the website. Lies would be a more accurate term. They told me that there was a discount of 20% off the products in my basket but then added a free gift of an empty bag…which I couldn’t remove…then removed the 20% discount when I proceeded. When I contacted them on live chat with screenshots they ended the chat. When I asked about it on Facebook they deleted the comment. I think they rely on people just clicking through the checkout process.

I rolled my eyes today when I saw the green star "new" against my regular shampo on the Aveda website. I have been using it for years. I have continued to buy it because it is excellent, suits my fine hair, smells fab and goes a long way - 1L lasts me at least 18 months. I have records of my purchases as far back as May 2019, when I paid £51 for 1L. I have noticed the price rising over the years. I noticed that the enjoyable little samples which were previously sent free of charge with the shampoo have stopped coming. My last purchase was £75.23 inJuly 2024. Today, the price is £115!!!!!!! This is too much for me.
I have just asked AI to find alternative quality shampoos for fine hair and they came up with several including Davines. My hairdresser uses Davines products and has sometimes kindly given me trials and samples. I have been impressed! i just found 1L of Davines Volu (for fine/limp hair) on Ebay for £50. About to order it! Bye bye Aveda, thanks for the past excellence. Surprised to note what low Truspilot scores this company have - the products are so excellent.

I came on here to complain about 2 things
1) you can’t contact this company.
2) they don’t sell their self titled ‘best sellers’ (brilliant conditioner and sap moss conditioner) in large sizes to make more environmentally friendly and cost efficient.
But…. having seen the scathing reviews on here, I don’t think they care what I have to say, or anyone else either

Since using Ayurveda face oils I have been asked, for the first time, what I am using on my face, and I am 87! This is because my face looks smoother and actually glows.

I like their products but have just received appalling customer service. Firstly, they told me they had attempted delivery when they hadn’t - we have an entryphone. When the parcel arrived it was really knocked about, the contents was covered in black dirt and 4 products were missing. Using the online chat I was told my photo indicated the parcel had been tampered with and re-sealed and I could either get a refund or re-order and wait 5-7 days. It’s only my second order and there won’t be a third. These are supposedly premium products but the Company’s attitude when something goes wrong is ‘tough’. I’ll be shopping elsewhere in future. Oh and I had a Happy Christmas, not Happy Holidays because I’m not American and don’t celebrate Thanksgiving. Annoyed. A bit.

Customers beware! I have been waiting over a week to findout when my online orders will be delivered, and so far haven't been given a delivery date. Got no where with Aveda customer care either - I guess they don't care now that they have my money. They remain silent on this matter! Never will I buy anything from Aveda again.

Disappointment
I'm slightly disappointed I lost all of my points that I had been saving for years.
I had hoped to use it against a spa treatment but after many emails back and forth it seems that the nearest in 2 hours away by train from where I live.
I did explain my Husband had been terminally ill during their points letters coming out.
Feel letdown as I've been a loyal customer for years.

I used to love Aveda products and the whole shopping experience. Over the last couple of years standards have deteriorated to dismal levels - the latest experience involved shoddy packaging leading to damaged products followed by ridiculous wait times for customer service who are not empowered to offer any kind of reasonable resolution. This is absolutely not acceptable for a premium price brand.

I am becoming increasingly frustrated with Aveda's online service, I've been a loyal Aveda customer for decades and am finding ordering from their website a terrible experience. Unfortunately I do not have a local store, and I am considering finding an alternative hair product as I simply cannot rely on orders arriving. 
My latest order was created over 11 days ago, it has not arrived and it appears that yet again Evri has misplaced or delayed it - this happens on a regular basis. The last order was missing items, and I also had to reach out to customer services the time before that. it's just not worth my time to follow up with customer service every single time because orders do not arrive as expected.

I ordered scalp solutions shampoo and conditioner 1 litres and scalp solutions exfoliater on 21st July was being delivered by evri and I got tracking.
So was due to be delivered by the 24th or 25th of July then I get a message from evri saying that aveda has recalled the package then an email from evri Sunday 27th that it's being delivered and again today saying that it's big returned and alm the while I'm on to aveda on chat and telephone amd theyre no help at all apart from sorry and we will send out a replacement which is another 5/7 days I've been a loyal aveda customer for about 20 years and I'm thinking again about purchasing any more

I have been a customer of Aveda for more than 25 years and I’ve been collecting their Rewards Points since it was introduced.

I’m on tier 7 which is the highest level you can get to and I had collected 40,460 points.

I say had because I now only have 37,960 as I’ve lost 2,500 through no fault of my own.

I received an E Mail from Aveda offering money off vouchers in exchange for redeeming rewards points.

There were 3 different amounts you could claim for cashing in your points.

I opted for the £10 money off voucher (I had to spend a minimum of £40 when I placed an online order) for redeeming 2,500 points.

I duly got sent an E Mail confirmation of this and a special code to use at checkout.

The E Mail confirmed “Enter code (deleted) at checkout to receive £10 off your next purchase when you spend £40 or more. Offer and discount ends at 11:59pm on 30th June 2025. Only valid at aveda.co.uk. Voucher cannot be used with in conjunction with another offer or discount code. Rewards are non-transferable, have no cash value and cannot be exchanged, sold or returned. Aveda is not responsible for lost, stolen or damaged rewards. Offer available to U.K. residents only.”

There were 2 items that I was in need of totalling £56 so I went online to order expecting with my £10 off to spend £46.

However, I noticed that on the website there was already an online offer that if you spent a certain amount you got a percentage off.

When I got to checkout I entered the code I was sent but of course and I already had preempted that it wouldn’t accept it because of the existing online offer which it didn’t, it said it was invalid.

I couldn’t understand why a company would have an online offer that you can’t not accept when they have a rewards offer valid until 30th June knowing full well that any customer who had taken advantage of the money off voucher for redemption of hard earned rewards points wouldn’t be able to use it as it was blocked by the existing offer!

As this was Sunday night I just had to abandon my order and attempted to phone Customer Services on the Monday morning but they weren’t taking calls.
I thereafter checked the website and decided to use WhatsApp to message them expecting to leave a description of why I was contacting them and someone would get back to me, but no, it was a virtual chat scenario and after answering a few questions and waiting for a while a representative answered.

His response “Hello, (name deleted) thank you for contacting us. Kindly note that, as per terms and conditions at our website, only one discount or offer code may be used per order and offers cannot be used in conjunction with any other offers/discounts, including but not limited to sale items, new launches, gift sets, limited editions.

This means we cannot combine multiple offers in one order, but that also means we can have some offer with every order.
For full T&C of our offers, kindly visit the following links:
** Deleted as not allowed by Trustpilot ** (Aveda website)

Now, I already knew this so challenged his response and asked again how do I use my money off voucher when their website won’t accept the special code Aveda have sent me?

His response “The website's discount is one time use only, which leaves you with the option to use the voucher in a different order - thus getting two orders with offers applied!

Once the voucher is redeemed, it cannot be cancelled.
Unfortunately, our phone lines are off today due to technical issues, may we kindly suggest calling tomorrow, or later afternoon.”

So, the bottom line was I would have to order twice and spend double the amount of money!

It beggars belief that Aveda are running a website offer whilst also offering customers the chance to redeem points for a money off voucher which they must be aware that they will be prevented from using.

All I wanted was my 2500 points reinstated onto my account since I was prevented from using the voucher I was sent.

I eventually got through on the phone later that day and explained the situation to a customer service representative who, although he sympathised with the circumstances could only pass it onto “his team” as he described it.

I also followed everything up with an E Mail which was supposed to be replied to within 48 hours.

Needless to say that timescale has come and gone and I haven’t received a phone call, E Mail nor had my points reinstated!

It’s not about the money off, the crux of the matter is about losing points that are very hard earned!

If these points aren’t reinstated I’ll be taking this matter further!

Aveda - Unscrupulous, dishonest and extremely unfair!

On a positive note I received a phone call on 10th July from Nicola, an Aveda representative as a result of writing to the company’s management board at Head Office. My points have been reinstated & the items I was trying to order are being sent free of charge.

Lovely products. Loyalty reward scheme is a bit of a con never really get what they say and the general public get exactly the same offers just not the endless emails offering you the offer!! Didn’t even get my “birthday gift” although the on line chat said I have!!
Plenty of other quality products
Out there now… maybe time for a change

Very bad selling practices! Aveda was offering a promotional gift set, which customers could qualify for if they spent over £65. I deliberately spent more that I otherwise would have to qualify for the promotional gift set (which cost an additional £45). A few days later I received an email saying my items were dispatched, but the promotional gift set was out of stock and so wasn't sent. All the items individually were in stock so could have been supplied. Very bad customer service to offer spend based promotions to encourage customers to spend more money and then to not honor the promotion! Feels very dishonest and like mis-selling! Would have expected more from such a well known brand.

I have used Aveda products for decades because I respected the company and its values, and found the products worked really well for me. I was a very loyal customer. Recent reformulations have strained that loyalty, but what has snapped that loyalty is a complete lack of interest when my latest order (over £250 worth) was shipped via Evri. Evri is abysmal at delivering in my area, so we always check websites prior to ordering. The website does not specify any delivery provider other than DPD. When Evri had my parcel for 6 days without delivery, I contacted Aveda but they wouldn't do anything until it had been lost for 7 days. I recontact them on the 8th day for Aveda to say it looked as though it had been 'lost' and they could resend or refund the order. How would it be sent, I asked? Evri, she responded. Just sending it with Evri again will yield another 'lost' parcel, I responded. If you are unable to send it a different way, please refund the order and I won't be able to order from Aveda again. Her response... she refunded the order. Frustrating and disappointing, but I will find a different company to value my purchase. If Aveda, priced as a premium product, choses to parter with a rubbish courier and not value its customers then its time to find an alternative.

STILL CHASING THE £54 THEY'VE STOLEN FROM ME.
CUSTOMER SERVICES ARE NOW IGNORING MY REQUESTS FOR A RESPONSE.
****AVOID THIS COMPANY AT ALL COSTS****

I'm very happy with Aveda products (though I wish they would bring back the Madder Root shampoo!) and the ease of ordering online. But I knocked off two stars because when I placed my most recent order I discovered I had been kicked out of the loyalty scheme (which one pays to join) presumably because I'd not ordered frequently enough. I have no idea how many loyalty points I lost because of this.

Some good products but now a dreadful company to deal with.

Using cheap couriers and outsourced 'customer care' which reqires you to go through chatbot triage at every contact, whether via whatsapp or live chat - which is frequently ignored - and no reply-able emails, clearly an understaffed service.

Posting orders via cheap unreliable couriers and failing to resolve the obvious resulting issues means Aveda now just aren't worth it.

Apparently the customer service team aren't even authorised to provide upgraded shipping to resolve a case where the order is lost.

When Evri lost my parcel almost a month ago, I contacted Aveda and was told I had to wait 2 more days despite tracking not having moved for 4 days - which always means Evri have lost it. Fair enough. Chased Evri around myself for 2 weeks but no follow up came from Aveda.

Several attempts at Aveda live chat got no response. Eventually got through to them and was told parcel would be re-sent, it had been more than 3 weeks at this point.

Next day, still no dispatch notification, checked back in to chase as I'm desperate for the product, told it will be dispatched in the next few days and will take 5-7 days to ship. No alternative offered, no attempt to expedite or offer anything further except more empty apologies.

Over a month of frustration, wasted time and waiting for my order.

Put a complaint in but was more or less told told I can expect no further contact, only that my comments are being listened to - which we all know is corporate speak for get stuffed.

Not a premium brand any more.