Still no items - buyer beware Purchased items a week ago online, and nothing is shipping. Status has not changed, I've contacted customer service both via chat and by phone and no resolution. You cannot even cancel the orders unless you do it within 30 minutes of placing the order, which in itself is crap, since they aren't even shipping it out. Buyer beware! First and last order with this company! I'll be disputing any charges at this point through my payment company.

I just ordered a $72 jar of Tulasara… 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.

I wish I could rate Aveda zero stars I wish I could rate Aveda zero stars. The customer service is TERRIBLE. They repeatedly shipped orders with missing items and they will not correct their mistakes. Phone calls with customer service are totally useless. There is never a response from written attempts to contact them. It’s so bad, I think they are intentionally working to anger and disappoint customers. I wish I had seen the many poor reviews before I ordered from Aveda. Lesson learned.

Very unreliable shipping Very unreliable shipping. They take the money but it takes over 7 days to get your products...if you get them. Shipping UPS should never take this long. The postal service is faster. Definitely will stop purchasing online. Horrible customer focus and order staus information on the website is highly suspect. Beware of ordering online!!!

Dreadful customer service After several long phone calls, I was finally offered a refund of 20% off my order, that was originally offered by Aveda as a first time purchaser. The discount was not applied as I had samples in my basket and so that apparently negated the offer. Problem was, I did not add these samples, Aveda did, and there was no way I could remove them! After 3 long phone calls, the woman FINALLY agreed, "as a goodwill gesture" to refund the 20% (and only after I told her to cancel the order immediately). My order of £154 should have meant a 20% refund of £30.80. What I have actually received is just £23.10. There is no point trying to call again, it was like banging my head on a brick wall. Needless to say, I will not recommend or buy from the company (or indeed Estee Lauder) again. The items will be returned as soon as they arrive. Dreadful customer service - and I wish I had read the reviews here before I started this waste of time debacle. UPDATE: Despite Aveda asking me to contact them by email, which I have, it's clearly just a ploy to make them LOOK like they care about customers. No reply whatsoever...