eSalon.com Reviews 2025 – All You Need to Know | ComplaintsBoard (2025)

Company continued sending product and taking payment from my debit card after I suspended delivery by jumping onto an inactive old account. esalon continued sending me customized hair color kits at unusually frequent intervals, after I suspended delivery. They continued to take payment from my debit card for each order. They did this by ignoring my wishes and going onto an old, inactive account I'd forgotten I even had, that was connected to an inactive email address I no longer use, that would have to be recovered from Google. If it can even be recovered. When I contacted customer support after receiving yet another haircolor kit, that makes 5, maybe 6, I have stacked up in my closet, I gave them the email I most often use. They were able to look and tell me there was no activity, no orders, on it. Ok. I use several accounts. I explained I had a hacking incident, and looked up which account I used to set up my account. I gave that to them. They came back and said that email showed 2 orders, then was suspended, in June. That's correct. Then, they said 6 orders were sent after that date. They had jumped over onto that inactive,forgotten account connected to the inactive, old email, I no longer use. There's been no activity on that account with esalon for several years. I haven't used that email for at least a year. I notice, however, they used my current billing information that was not the same as the one that would've been on that old esalon account. It couldn't have been, I wasn't getting SSI on that Direct Express debit card, at that time. When I protested that they did not have permission to do that and since it was apparent I did not want to purchase any hair color right now, by my suspending delivery, then it was their mistake and I requested a refund of my money, excluding those 2 haircolor kits sent before I suspended my account. I also requested all my accounts with them be closed. That's when the nightmare began. They began telling me outright lies. They told me they were unable to authorize refunding money. Then, when I wouldn't accept that, suddenly they offered to refund the price of one kit, if I returned it, first. When I stood firm on getting a refund of all 6, and after going back and forth, I asked for a supervisor, or a " hot shot", who had more authority. They told me supervisors weren't available for online support, to call by phone. I told them I'm older, disabled, and was unable to communicate by phone. It went on. A supervisor apparently emailed me. They got up to refunding 2 of the kits and stopped demanding returning any and paying postage. This hair color is custom, mixed for me, supposedly. The actual product label and the box, have my name printed on them. When I said if you can refund 2, then you can refund all 6, the run around started again. No a new agent, they'd ask if I was there while I was trying to reply to their prior communication, if I couldn't reply, within seconds, they'd say the conversation was closed. A new person would come online, asking me to explain my issue, so they could " help" me. All of this is engineered to wear people down, placate people, so they avoid having to give back money, and take back merchandise. I was humiliated by being forced to explain my decreased finances, that I'm older, on a fixed income and can't pay my rent, or electricity. payments, I'm disabled, and how. When I requested online, or text communication because of disability, they suggested I go find someone to call for me. The final thing was, suddenly one of them came up with those shipments being sent more than 30 days ago, their refund policy, they said stipulates no refunds after 30 days. Yeah, if I bought merchandise, not had it bought and shipped without permission, against my will. They also have a very visible logo and text on their site that states, they 100% guarentee you'll be happy as a customer, if not absolutely satisfied, then, it's on them. No time frame. That's a lie, too. I really can't pay my bills, I need that money. I feel beaten and humiliated. This is a company worth $***. My refund is about $130, or so.