I am a regular aveda user... I tried to make a return after speaking with customer service on the phone about an issue and they said go take the merchandise to the store and they can quickly return it. I arrived at the store I shop at regularly and the manager at the store refused to make the return.. I called customer service in the store and told them of the situation, they promptly talked to the manager and had her make the return. She was extremely slow and stopped the process a few times and had me wait so she could go help other customers who were looking to buy (unprofessional- I am a regular and I have a pure privilege account, so it is not like I fool around.. I guess maybe they work on commission, well I will certainly never buy from her again) Eventually she made a return form and pulled up the proof of purchase which in the beginning she told me she didn't have access to. I made the return late october and was told by her since it was over $250 it would be mailed by check in 3-4 weeks. I called the store at 4 weeks who said call the company, I called the company who said wait 6-8 weeks. At 8 weeks I called the company and they had no record of it and said they would open a case.. At 11 Weeks I called three more times to check status and never got called back. Finally on my fourth try on week 11 they said the store never filed the paperwork but they would handle it and send my check by week 12... I am still waiting so we will see....Definitely will never shop this store again which is a major bummer.. Let's get some professional and trained management in there PBG mall deserves better! read more