Rahua レビュー 20

I am filing a complaint regarding an order issue involving lost shipment handling, replacement fulfillment, unexpected duties charges, and inconsistent communication from the company.
I placed an order totaling $421 CAD for hair care products. After approximately three weeks with no movement or updates on the shipment, I contacted the company to report that the package appeared to be lost in transit. Based on this, the company confirmed the package was considered lost and proceeded to issue a replacement shipment.

The replacement shipment was sent using UPS, whereas my original order had been shipped using Landmark. I was not consulted or informed in advance about this change in shipping method, and this change was made by the company without my consent, directly resulting in the customs charges incurred.
I would also like to clarify that in all of my previous orders shipped via Landmark, including my most recent shipment just one week prior, all packages were delivered duty and tariff free, with CUSMA documentation included indicating duty free clearance. Based on this consistent history, I had no expectation of additional customs charges.
It is also important to note that under CUSMA (Canada–United States–Mexico Agreement), eligible goods may qualify for duty free treatment when properly declared and processed. The change in courier to UPS directly resulted in brokerage processing and customs charges that were not present in my previous shipments and would not have occurred under the original shipping method.
Before paying the duties, I contacted the company to ask how to proceed. They acknowledged that the change in courier was not requested by me, but stated that they could not assist with the duties or tariffs. Meanwhile, I received a notice from UPS stating that $75 in duties and fees was required and that failure to pay could result in additional charges and would be sent to collections. To avoid escalation, I paid the $75.
The company saw the duties and tariffs had been paid on the tracking link and then sent me an email stating that the duties had been covered by their company, which was incorrect. After I clarified that I personally paid the $75, they stated they would need to wait to hear back from their warehouse manager. No clear explanation has been provided as to what is being reviewed or why this step is necessary.
Additionally, I was advised that I could refuse the replacement package and that a refund would be issued once it was returned to their warehouse. However, the company’s communication on this matter has been inconsistent. They publicly stated on their Instagram page that a refund had been initiated, but immediately afterward, in a direct message, informed me that no refund would actually be processed until the package was returned to their warehouse. This contradiction has created confusion and undermines trust.
I would also like to note that I have been a loyal and long term customer for approximately six years. I have placed numerous orders exclusively using this brand during that time, and I have also introduced the brand to my mother, who is now a customer as well. This makes the current experience particularly disappointing given my long standing relationship with the company.

I am seeking reimbursement of the $75 duties fee that I was required to pay as a direct result of the company’s decision to change the shipping method without my consent.
I would also appreciate clear, consistent communication and a timely resolution to this matter.

It has genuinely been one of the best customer service experiences I’ve had. I know people are complaining about their service but improvements are being made, and it really shows.

I purchased Rahua Aloe Mousse and I find it that it makes my hair way too soft. There is no hold whatsoever. May be this would be good for course hair that needs softness. Not for fine hair as advertised.

Ordered three 0.74oz sets of different shampoos & conditioners to try out. Opened the box and the the outside of all the bottles were filthy, covered in some kind of grey dirt that I had to clean off. Along with that, the prices are ridiculous for the size of the bottles. Delivery costed £6.31 and took 3 days to be despatched.

Bottles came broken. Definitely not luxury brand. You have to use so much product and left my hair feeling very knotted and dry. Would not buy again for the price. Cost me 100 for 2 months you and lasted month max.

They don’t pay their affiliates even when they benefit from the sales made via them.

Imagine buying from a company who does that - even their MD and senior people didn’t answer to emails.

Really poor customer service

Via een Nederlandse website shampoo en conditioner besteld (Classic Essential Care) van Rahua. Het materiaal van de fles is stevig, waardoor de conditioner er wat lastiger uitkomt. Bij de andere fles zat de dop verkeerd gemonteerd. Maar: wat een fijne shampoo voor mijn fijn en dun haar!!! Het euvel meldde ik bij Rahua (als feedback). Wat schetst mijn verbazing? Ik kreeg gratis twee nieuwe flessen toegestuurd, ondanks dat ik het niet bij Rahua direct had aangeschaft. Dus: hier zit een blije gebruiker! Minpuntje is de prijs. Die is fors.
Graag weer!!

I really, really wanted to love the products but I am quite disappointed in the quality and overall experience.

Considering the price and marketing, you would expect to receive a product that is high-quality with a sustainable approach. The packaging feels cheap and is hard to use (getting the product out of the bottle requires both hands and a lot of rigor), and the smell of the shampoo is very licorice-like, not the Palo Santo smell that I usually enjoy. I know that this is personal taste, but in total I ordered three different shampoos with supposedly different scents, and they all smelled the same.

My hair does not feel too nice after using the shampoo and conditioner, and it is not lathering nicely. I am used to sulfate-free shampoos but this felt quite unsuitable. The package I received was not prepared with care or any love, in fact, it looked like the bottles were thrown in— not what you expect from a sustainable brand.

I don’t know, it feels off and more like a marketing campaign than a company that is really driving change or offering a holistic and sustainable product.

This company is a disaster in customer service. I placed a large order several weeks ago. Had received a notification from USPS that the package had been delivered when it had NOT. I contacted Rahua who told me to get in touch with USPS. This was to no avail. Asked Rahua to try and track the package on their end. No response. Zero. Not even a generic bot email. I’ve sent them numerous emails hoping for an answer but none came. I suppose I’ll just have to accept the fact that I’ve lost a substantial amount of money on this order. In short, customers care is a disaster. Better purchase your products in a store.

I placed an order over 3 weeks ago I still have not received, according to the website, it has not been dispatched. I have contacted Rahua numerous times without concrete answer (they asked me if I had not received a tracking number which I have not).
I like the products but with this bad customer service, I will stop buying Rahua, there are more and more other good brands out there...

No customer service support. No way to reach them. Wish I would have read all these reviews first : (.. Did not get all the items I ordered and I did get an initial response after 1 day, they said "we will get in touch with our warehouse..." That was over 3 days ago and no further response from them. I have reached out every day on their chat and I'm getting 0 replies... that is pretty bad.

Honnetement je pense que soit ça passe soit ça casse.

Mais pour mon cas, je ne peux que parler de ma bonne experience !

L'emballage est excellent, bien protegé, et carton qui n'est pas surdimensionné. Beaucoup d'echantillons sont fournit (dans mon cas j'en ai eu 4). Les prix sont assez élevés mais honnetement cela se justifie : masque cheveux, shampooing, apres shampooing, qui sentent bon avec une composition très clean, et dans des bocaux en verre !

J'ai acheter les grands format de shampooing et après shampooing (à environ 50 euros l'unité) ils m'ont duré presque 1 an (11mois pour etre exact), j'ai voulue attendre un peu et constater ou non l'efficacité pour donner un avis revelateur.

Le masque purifiant n'a pas marcher pour ma part ni celui hydrantant qui ont davantage asséché mes cheveux. Pareil pour la protection uv. (Raison pour laquelle je retire 1 etoile).

En revanche les shampooings et apres shampooing sont les seuls qui ne me provoquent pas de demangeaisons du cuir chevelu et j'en ai essayée beaucoup.

Enfin concernant la livraison : Elle fut remarquablement rapide (environ 4 jours). J'ai eu un petit soucis de suivi de colis, mais au final tout est rentré dans l'ordre.

Globalement : Je recommande.

I placed my order 10 days ago, my order didn’t arrive. I ve sent e-mails after e-mails no answer until yesterday they told me that my parcel went missing, so they resent my order again. I am not impresse at all!! Hopefully I will receive my items this time.

Excellent customer service. I was worried bcs I didnt recieve any shipping note why I contacted Rahua by mail and social media. Within 3 hours I had a reply and all was sorted within a day! Today products arrived and YES they are as amazing as you think! Recommend the products and recommend Rahua.eu

Well, i follow the others reviews when it comes to the customers service, it's basically inexistant, so you just have to pray that everything goes well during the shipping. I had an issu with my tracking code and i got 0 respons from the custumer service sooo... (well update, they actually responded to me today, once i receive my package 😂, so the customer service exist afterall 😂😭😃)
Except that, my experience was wonderful ! I leave in Europe so i thought that the shipping and delivery would be long but not at all.
They send my products the next day after i order, and i received it into 3 to 4 days it was extremely well wraped, i got 3 big samples, and a 10% off my first purchase so it was nice. I love their products (hydrating shampoo and conditionner), so i order couple of new stuff to try, i will see if it works or no.

Incredibly poor customer service, and definitely not the only one who thinks that.. i never received a track and trace and when i emailed them about this they say they will check in, which after almost 3 weeks they never did…. I just want my money back at this point but there is no phone number that i can call them with.. i am really disappointed.

Terrible customer service. My advent calendar leaked in transit and I can’t get ahold of the company for a return, replacement, or refund. I’ll be taking it to the Better Business Bureau so I can get my $180.00 back.

Not good...

Tried their "Amazon legendary oil", I have applied it to my hair when it's been newly washed. I only use 1 pump but it comes out looking extremely greasy. I have long hair that is more dry than greasy so it is very confusing for me.

Have tried a lot of oils before and never had this happened. It also smells very weird so I am wondering if it has expired. Very disappointed.

not at all good. i have tried to reach them unsuccesfully.
firstly, the shampoo is very liquid and much too much poured out first use.
secondly, shampoo did not lather. i was extremely disappointed as the ingredients are quite fine.

Unless the bottle is 4000 mls or the shampoo grows hair at record speed, in what world do you lot think it’s acceptable to charges 70£ for a shm & cond

Its not even as good as saryna key and Moroccanoil products yet the price of LV or something nonsensical