SmallBizGenius Analysis
Aveda, a beauty and personal care brand, receives mixed feedback, with many customers praising the product quality but expressing significant concerns about online ordering, customer service, and changes to product formulations. While some remain loyal to Aveda's products, the negative experiences related to online operations and service issues significantly impact the overall customer experience.
Category Breakdown
Scores based on analysis of 220 recent reviews
Product Quality
7.0/10Many reviewers praise the quality and effectiveness of Aveda products, particularly shampoos and conditioners. However, some long-time users report a decline in quality and changes in formulations, leading to disappointment, with one reviewer stating, "I've been a loyal fan of Aveda for 30 years, but ever since they were bought out by Estée Lauder...their quality has tanked!"
30 reviews mention thisOnline Ordering Issues
3.0/10A significant number of reviewers report problems with Aveda's online store, including order cancellations, shipping delays, and products arriving damaged. One reviewer shared, "Ordered online. Received my products damaged in a giant box with no packing materials. Basically they leaked everywhere and were unusable."
35 reviews mention thisCustomer Service
2.5/10Many reviewers express frustration with Aveda's customer service, citing long wait times, unhelpful agents, and difficulty resolving issues. For example, one reviewer said, "Absolutely awful company to try and communicate with...Aveda’s live chat was a waste of time, agent connected then disappeared."
32 reviews mention thisRewards Program
4.0/10Several reviewers criticize the Aveda Plus rewards program, citing short expiration periods, difficulties with reactivation, and changes to redemption options. One reviewer complained about Aveda increasing the required points for an item after they had already made purchases to reach the original threshold.
8 reviews mention thisProduct Formulation Changes
3.5/10Several reviewers express disappointment with changes to Aveda product formulations, particularly the Pure Abundance shampoo and Be Curly line. Customers report that the new formulations are less effective and do not provide the same results as the original products, with one reviewer stating, "Aveda have changed the formulation of its pure abundance shampoo...The new product might smell similar but it doesn’t clean my hair or add the volume it used to."
15 reviews mention thisPros & Cons
What Customers Love
"I love the products. After a long hiatus, I went back to Aveda and my hair is happy. I'm happy."
"Gone are the days of clean, uplifting aromas, and ethically sourced ingredients."
"As a dedicated AVEDA user for some 20 plus years, I have always purchased instore."
Common Complaints
"Ordered online. Received my products damaged in a giant box with no packing materials. Basically they leaked everywhere and were unusable. $375 worth of product."
"Absolutely awful company to try and communicate with...Aveda’s live chat was a waste of time, agent connected then disappeared."
"Aveda have changed the formulation of its pure abundance shampoo. A shampoo I have used without fail for 25 years. The new product might smell similar but it doesn’t clean my hair or add the volume it used to."
"I am writing this review to warn other consumers about my experience with Aveda's rewards program, which I found to be misleading and inconsistent."
"Second time Davide was a complete disaster. My hair was in a bad state. For 35 minutes, I said to stylist not to cut my hair short about 10 TIMES and used the exact words - to avoid BIRDS NEST."
Common Questions About Aveda
Answers derived from customer review patterns
Is Aveda legit and trustworthy?
Aveda is a legitimate company that sells hair and skincare products, but based on these reviews, its online operations and customer service are unreliable. Many customers report issues with order fulfillment, damaged products, and difficulty contacting customer support. While some customers remain loyal to the brand due to the product quality, the negative experiences raise concerns about the trustworthiness of Aveda's online store. Small businesses should proceed with caution and consider alternative suppliers with more reliable service.
Based on 45 reviewsDoes Aveda have good customer service?
Based on the reviews, Aveda's customer service is a significant pain point for many customers. Reviewers frequently mention long wait times, unhelpful agents, and difficulty resolving issues related to online orders and product quality. The lack of a direct phone line and the unreliability of the online chat further exacerbate these problems. Therefore, Aveda's customer service is generally perceived as poor and unresponsive.
Based on 32 reviewsIs Aveda worth it for small business?
Whether Aveda is worth it for a small business depends on the specific needs and priorities of the business. If a business values natural and botanical ingredients and is willing to overlook potential issues with online ordering and customer service, Aveda's products may be a good fit. However, businesses that require reliable supply chains and responsive customer support may want to consider alternative brands with more consistent service. The mixed reviews suggest that Aveda is a risky choice for small businesses.
Based on 20 reviewsWhat is Aveda's return policy like?
The reviews do not provide specific details about Aveda's official return policy. However, several reviewers mention difficulty obtaining refunds or replacements for damaged or missing products, suggesting that the return process can be challenging and inconsistent. Customers report having to spend significant time and effort contacting customer service to resolve return-related issues, with limited success. Therefore, it is advisable to carefully review Aveda's return policy before making a purchase.
Based on 10 reviewsWhy are long-time Aveda customers disappointed?
Many long-time Aveda customers express disappointment due to perceived declines in product quality and changes in formulations since the company's acquisition by Estée Lauder. They lament the loss of original ingredients and scents, as well as the introduction of new formulations that are less effective. Additionally, some customers are unhappy with changes to the Aveda Plus rewards program, citing shorter expiration periods and reduced benefits.
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