Reviews (1)

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.