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Counterfeit Product - Liviabeauty Canada

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Counterfeit Product - Liviabeauty Canada Reports & Reviews (1)

• Mar 22, 2024
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On February 9, 2024, I purchased three hair care products from Liviabeauty.ca. After receiving my products in the mail, I noticed that one of the product's contents was watery. This product was supposed to be a cream for your hair and should not be watery. I have also bought this product many times from other companies, so I knew what to expect when buying this product. I immediately contacted Liviabeauty to ask for a refund because I believed I received a counterfeit product. Liviabeauty denied they sell counterfeit products, which I knew was going to be their response. So I responded back by telling them I bought this item many times and this was not the product as advertised. I then sent them pictures of the item and a picture of the same product from the manufacturer’s website. The ingredients in the product from Liviabeauty was completely different from the manufacturer’s product, having the first ingredient “water”. The first ingredient in Alterna’s Bond Repair product is “Hydrogenated Caster Oil”. The colour of the bottle, and the watery contents, made it obvious that this was not from the manufacture. By the way, the product was Alterna Caviar Restructuring Bond Repair Leave-in Protein Cream. It was only after I told them that I sent the same pictures to Alterna, the original manufacturer, to see if this was their product that I received a response from a person named Lizzy who was a customer service representative. She told me they were taking my concerns seriously and would get back to me about my refund. They also said they buy straight from the manufacturer. After many weeks and several emails, they said they needed more time to contact the manufacturer to see if they changed their ingredients. They later said Alterna said their ingredients in their Bond Repair Cream did not change. So finally, Liviabeauty gave me an address to return the product for a refund. With my approved refund, Lizzy made it clear that they didn’t know about “runny” or ‘watery’ products and was offended that I called their products “counterfeit” I explained that the product they sent me had fake ingredients in it and wasn’t the product they advertised, so the word “counterfeit” was appropriate. As I waited for my refund, I found a post online by a person who also complained about “runny” hair products from Liviabeauty. I have that post, which I sent to Liviabeauty. It was posted about a month ago. I believe this is a reoccurring problem with Liviabeauty and others should know about this issue. They block negative posts on their website.

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