Granado Avis 3

Granado’s online store sold me a box of soaps that had expired more than four months earlier. The soaps had zero scent, which is exactly what you’d expect from expired products. I emailed customer service, sent photos of the expiration date, and requested a refund. Their AI “representative” (Mariana) replied with a cutesy heart emoji and an apology—and absolutely nothing else. No refund, no return label, no solution.
I emailed again requesting a refund and a return label. No response.
Emailed again—finally got a return label, but no instructions, no acknowledgment… nothing.
I returned the item and had to email them three more times before they processed a refund—a partial refund, unbelievably, for an expired product they forced me to return. At no point did they mention anything about a partial refund. When I wrote back asking why, they simply stopped responding altogether.
I will need to contact AMEX for a full refund.

As for the other items in the same order—soaps, shower gels, hand and body creams—yes, they had valid expiration dates, but they were just as disappointing. The scent disappears almost immediately. You get a faint smell for the first day or two, and by day three the fragrance is completely gone. The same thing happens with the body wash and the creams. Lovely packaging, terrible product quality.

Customer service is basically nonexistent. There’s no phone number, only an email that is mostly answered by AI. It’s the same frustrating, dismissive customer service you often encounter in Brazil—Granado seems to have brought that exact model here.

Don’t buy from them. The products are low quality, and the customer service is shockingly bad.

This company is a masterclass in how to completely sabotage a good brand.

Let’s walk through this disaster:

December 1st — I placed an order and selected 6-day shipping because I needed the items by December 15th.
December 11th — No tracking number. No updates. No confirmation that my order wasn’t just a shared hallucination. I emailed customer service asking where my order was.

Then, with zero explanation, a refund magically appeared in my account. No email. No apology. No “oops.” Just silence. Truly bold.

Since I still needed the products, I placed another order, this time paying extra for 2-day shipping, because clearly money solves everything, right?

Wrong.

The “2-day” shipping took so long that time itself began to feel optional. So yes, I paid more for shipping that was also delayed.

And then, because chaos loves consistency, TWO packages arrived.
Both orders.
Both useless.
Both late.

Now here’s where Granado USA really shines.

I’ve been trying to return the extra order.
There is no phone number.
Emails disappear into what I assume is a customer service black hole.
Follow-ups are treated as fictional literature.

On December 26th, someone named Mariana finally emerged from the void to say:

“I requested the return label, as soon as it is available I will forward it to you and we will continue with the process.”

That was it.
That was the whole show.

Today is January 5th.

How long does it take to generate a return label?
Is it being handwritten?
Is it crossing the Atlantic by boat?
Is it spiritually manifesting?

Meanwhile, Granado USA is holding my money hostage, and I’m stuck with two unopened boxes I absolutely do not want, because apparently returning an item is an advanced logistical challenge.

The irony?
Granado in Brazil is a beautiful, respected, well-run brand with excellent products. Somehow, the U.S. operation managed to turn it into a dismissive, disorganized, customer-repelling nightmare.

This isn’t a small indie startup. This is a global brand acting like it was assembled last Tuesday.

Amazing products.
Embarrassing execution.
Zero accountability.
Infinite audacity.

Granado USA: either refund my money, send the mythical return label, or stop pretending you offer customer support.

Absolutely ridiculous.

I placed an online order with this company 10 days ago and it has not been shipped yet. Other than the original confirmation of my order, there has been no further communication from the company. I wrote to the company 2 days ago to inquire about the status of the order and have not heard back. Furthermore, there are no phone numbers listed for either the company or their retail stores, so I cannot call anyone to try to find out what is going on.