The Honest Company

Doing business with The Honest Company was one of the worst customer service experiences I've had recently.

I was eager to place my order with the brand promise of the last rep I spoke with, Marcus, only I was having to place my order because there appeared to be no way to have a shipping address different from a billing address.

I started chat to overcome this obstacle and notified I was 40th in cue. Wow, ok...So I wait over 30 minutes, and then I'm booted! I went from "next in cue" to be served to 40th again!

Then I get a rep named "Kellie" who gives me some direction. None of it is intuitive, and I'm asking her to please wait while I test what she's telling me, and all her attention is on "the next customer." The stock message I keep getting from her is "I can wait a minute more, but then I have to move on and serve the next customer."

WHAT? After I waited over an HOUR to get this rep in the first place? I told her I would abandon my order and choose not to do business with them if she disconnected now.

She did wait, but not without sending that message REPEATEDLY. I told her I didn't appreciate being pressured to perform these tasks and that I find that stock message to be poor customer service.

I asked to speak with a manager, gave her my phone number and asked when I could expect a call from that person. She disconnected from me.

This whole experience made me feel distrusting, so much so that I sat on the phone for another 1.5 hours to speak with another rep.

This time I got someone named Julie. When I originally contacted the company, I was assured that there was a satisfaction guarantee, that I don't need to worry about my purchase because they are "that confident" in the safety of their products, and if the products did make me sick, they would issue a refund, no further trouble.

I wanted to see if the rep on the phone would give me the same message, and she didn't. I kept pressing her, "will she or will she not refund the money if it makes me sick?"

Then she said I would have to go to the doctor and get doctor's notes. I told her to cancel my order. I told them they have a branding issue and that all of their reps should be making the same promises.

I have screenshots of Marcus' promises and a recording of the 15 min phone call with Julie. Screenshots can be viewed here:

https://www.facebook.com/rbccstmrtn/posts/10214841637167106.

Bottom Line: No, I would not recommend this to a friend

We have been with The Honest Company since 2016. We would be coming up on three years in April. However, after a recent move, there has been problem after problem. I'm not sure what has happened to The Honest Company within the last six months but, they are not the company that we signed up with. Before we moved, we started receiving packages that were open and all the things inside them busted up. After receiving about four months worth of Essentials Bundles with an opened product, we had to cancel that subscription and just stick to the diapers, however, it appears that they cannot even get that right. Recently, it took me almost two weeks to get my diaper box because of "payment issues." After finally resolving the issue, I sent The Honest Company the following email (please excuse grammatical errors):

Honest Company,

I know this will probably go nowhere. I know y'all don't care about your customers. But, I just can't let this go without saying something.

I have officially ordered my last box from Honest Company. After hours and hours of phone calls and chat sessions, a trip to Target to buy diapers,

and more hours of phone calls and chat, I still am waiting on an order that was supposed to be placed on 12/28. Just a little background, though I am hopeful that you will do your due diligence and look at my account, we moved to GA in September of 2018. We had an issue with that box and it was resolved after me spending damn near $300 to get it but, I called Honest and had our address changed. Ever since we moved, it has been a problem every single month. Well, I finally tried to figure out why my card was being declined, because I was tired of having to use a CC to get diapers every month, and discovered that only our Shipping Address was changed and not our Billing Address. Easy fix right, nope. Not at all. I tried every day for like a week before I finally gave up and sat on hold for and hour,

just to have someone call me back an hour later, to have my billing information updated. The lady was very nice and I thought we had everything squared away. She said my billing was updated but, that she needed to re-run the card (this should be an option on your website, considering you cannot regenerate an order because of faulty payment and Honest Companies

"no changes during processing" policy), not a problem. Well at this point,

I already had run out of diapers and had to go purchase some (literally the entire reason why we pay an ungodly amount for your premium diaper subscription). On Monday, I logged into my Honest account and discovered that there was no order. She had deleted it entirely (even though it is my understanding that this is against your policies). So, round 2. I got on chat, because like you all, I work every single day 7-4, and honestly don't have time to deal with this kind of crap (again why we pay for a diaper subscription) but, as usual your chat system is down because the volume of customers that are needing your assistance is too high. So I tried again yesterday. After, spending hours waiting in line on chat (going from 2nd in line to 20th and then to its my turn but, now I'm magically offline so I have to get in line again) I FINALLY got to speak with someone. She informed me that she would be "happy to take my money" and put my order in again (well obviously, this was the ONE thing that I could do by myself online). We went back and forth, and I finally settled on a "cop-out" of an apology (10% off - which equates to less than $10 -(you give your new customers better coupons) and "expedited shipping" (that she unfortunately can not guarantee because of your 1-3 day processing policy). Thought everything was handled again. NOT. So, round 3, I spent my lunch break calling Customer Service AGAIN and had my entire billing profile deleted and re-entered. Now, my payment has finally been accepted. My order is processing and I am out of diapers again so, I will be spending my lunch break today buying diapers.

We have been with Honest Company for almost three years. I used to swear by it. Even stood by your company during all the lawsuits and horrible press but, it cannot be ignored any longer. I understand things happen sometimes but, this is completely unacceptable. I'm not one for trying to get free stuff (because I also work in customer service and know how people can be)

however, I feel like I have been a very loyal customer and like a lot more could have been done. So, with that, farewell Honest Company. Hopefully you will learn from this and make some changes for your future customers

(though I doubt it).

After waiting "over 72 hours" (per there customer service automated response), this was their reply:

Hello,

Thank you so much for reaching out! I'm so sorry for the delayed response. I do see that you were able to speak with a representative who was able to help you out. However, if we can do anything else for you please reach out to us by emailing us at support@honest.com, chatting with us online, or giving us a call at 888.862.8818. Have a wonderful day!

Best,

Kevin E

PLEASE, save your sanity! I don't even have words for them anymore. I am just done.

Bottom Line: No, I would not recommend this to a friend

Recently purchased 11 Honest Sanitizers. ONLY 1 works. There is a defect of some type in the plastic plunger. The sprayer does NOT WORK.

Company has no solutions for the problem other than sending back the sanitizer...everyone is out of similar products...why send them back?

Bottom Line: No, I would not recommend this to a friend

I ordered 2 beauty items from Honest and it wasn't a great experience. The items are definitely overpriced and the customer service is the worst. The order took a while to ship out and then it took over a week for it to finally be delivered. The FedEx website said it was at the post office for 3 days and when I contacted customer service about the issue they told me to keep waiting. I will never order from here again and I will not recommend to anyone.

Bottom Line: No, I would not recommend this to a friend