thedrybar.com

Lack of Communication / Lack of Compassion

I placed an order with DryBar online to take advantage of a sale. Order was placed on 6/30. In these days of Amazon, I almost expect a pacakge to arrive within 1-3 days. But, I did not order from Amazon. (Ironically, I went and looked and Amazon did have the same deal, so, I should have ordered from them.)I should also add that the order was a bit of a splurge on my part - not a huge spend, $180, but, a splurge. On 7/3 I got a notice that my order was on its way, via FedEx. FedEx noted a 7/5/25 delivery date. 7/5 came and went. FedEx no longer offered a delivery date. 7/6 I emailed DryBar looking for an update. No response to my email7/7 Rather than a response to my email, I got a note "while you are waiting for your order" trying to entice me to buy something else. Are you serious? A little tone deaf. I replied to this email, they did not respond7/7 I called DryBar, they told me to call FedEx7/7 called FedEx, they said I had to deal with DryBar and ask them to escalate.7/7 I again wrote DryBar with the information that they needed to escalate. Again, no response.7/9 I received a notice that my order had been delivered. FedEx offered a picture of someone's door. Not mine.7/9 I called FedEx they said I have to call DryBar.7/9 I email DryBar with all of the information, the picture that was sent, and a picture of my actual door. I let them know that my intent had been to take the products with me on a trip on 7/11, and at this point had been waiting two weeks. I asked for help and what to do.7/10 they responded: Hello!Thank you for your email.We will be happy to file the claim with FedEx it could take up to 4-6 week for the claim to finalized and once that is done we will be happy to reprocess your order if FedEx allows us to dispute if they do not then we are unable to reprocess the order. We would not be able to refund at anytime once the claim is finalized as well.So Please allow us 4-6 weeks to be able to get everything process through FedEx. Once we received the confirmation from FedEx we will then reach back out to you.A little compassion would have gone a long way here, but, there was none. Even, an "I am so sorry, I understand this is disappointing" If I were on the custom service end, I would have offered to overnight the package to the client to make sure they had the products they wanted/needed for the trip. I would then deal with the claim with FedEx on my own. But, no. . . No apology, no compassion, nothing, basically the message from DryBar is "not my problem" FWIW, I did try escalating to a manager, and got the same response. Of the 9 emails I sent, they responded to one.

Date of experience: Jun 30, 2025