Pureology products I like but I ordered a product online via my phone and noticed I ordered the wrong thing. I went to my computer for a better picture and Immediately tried to cancel. No cancel order option. I made a second separate order to get the thing I wanted. Sent customer services an email, as it was after business hours, requesting to cancel the order I did not want. No response in 4 days (2 were weekend days) about my request to cancel the order I did not want. However, I got two emails stating that they were behind in processing orders so I called customer services and requested they cancel the order I don't want. They said they could not cancel because they process orders immediately and therefore are unable to cancel the order but I can return the product and pay for return shipping and handling charges. I advised them they had not processed my order because I had received an apology email stating the order had not been processed. I asked for an escalation to a manager. The Manager says they can't help either stating they are unable to cancel any orders. So, I asked for another escalation above the manager to someone who can cancel orders, as it seems silly to process an order I don't want that I would then need to pay to send back. Well, they said they escalated my request. I got an email shortly thereafter stating the order I did not want was processed then another email stating they could not help me cancel my order as it was already processed. Interestingly enough the second order I made within minutes of the first order, still has not been processed, and it has been another three days. So the order I don't want is on its way and the order I do want is still not processed. Seems a little fishy to me. I will not purchase from this company again. Not locally or on the internet for their bad customer that appears to purposefully have policies that do not allow customers to cancel orders and to disincentivize returns (by charging return shipment fees).
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