Onsen Towel Avis 7

Horrible experience. I returned an order which I tried to cancel before shipping Their site doesn’t accept the tracking number. They ignore emails. I’ll need to dispute the charge which is a hassle. Do not buy from this company. A complete scam.

Updated: Since writing this review, was able to get a refund for my purchase. The website offers exchanges, which I was told they cannot honor and seem beyond the capacity of the business at this time. Ultimately this was a really stressful experience and they could use more staffing to keep up with customer demand/service needs.
Immense Buyers regret! I have been trying to contact customer service for a MONTH, writing emails daily for an order I haven’t received. I can’t believe this company is allowed to stay in business. Going through the fraud process to try to get funds back.

This company needs a chat customer service instead of a damn email. They NEVER respond! I am missing an item in my order and one of the towels came RIPPED!!! They will not respond!!! This company SUCKS!!!

Horrible experience with Onsen.

I was in the market for new towels after my old ones ripped, and after getting to test drive Onsen towels at a friend’s, I was sold! Ordered a set, paying ~$130 for the bundle chosen. DHL, the carrier, never delivered the item but marked it as delivered. I was working from home (not even on calls) when I received the EMAIL notification of delivery, but package was nowhere to be found. My buzzer never rang, and I live on the second floor of my building—the hallway echoes loudly & I can hear every single time the main door opens. DHL did NOT attempt delivery on this package, they just marked it as delivered.

I reached out to Onsen & they directed me to DHL. I was unable to connect with a live person at DHL despite multiple attempts across phone, chat, and text. Thus, I filed a dispute with my credit card company. Unfortunately, because Onsen sees that my package was “delivered”, they refuse to help with this. So now I’m out the $ and I have not received the order, nor do I have a way to rectify this. I work in retail as a manager & I understand that fraud, especially e-tail fraud, is rampant, but I ALWAYS make it right for my guests. It is ridiculous that Onsen won’t even try to look into this with DHL, as lack of delivery was ultimately on the carrier. Due to this, they have forever lost me as a customer & have now kept my money without actually rectifying this issue.

Posting this review a bit late, as I just received notification this week that my dispute was denied because Onsen refuses to help with this since my package was “delivered”.

There is no way to contact Onsen via telephone. I have sent 5 emails over the past two weeks to their "customer service" email address and have not received a single return communication from them. I wanted to ask them about exchange of my two denim waffle towel complete sets for another color. Although the color I want might be out of stock (this is actually impossible to verify as the out of stock images don't show the actual color as it is grayed out), I was willing to wait for it. Again -- five emails and not a single response over a two-week period. This is unacceptable and far from any "customer service" -- shameful actually. I may now just return the towels that I actually wanted because of this so they lose a sale.

I'm so pissed. These reviews must be paid for reviews or made by employees. There is absolutely no way people are telling the truth about the quality of these towels.

I have towels that I've had for 20+ years, yet these towels I've had for a few months - maybe 4 or 5 months, look like they need to be replaced because I've had them for 20 years. I WANT MY MONEY BACK!

Company shipped HALF my order. Then I was charged Customs tax TWICE because they shipped 2 boxes instead of one, which was THEIR fault. The towels are great, but the customer service and complete lack of care for the customer made this a TERRIBLE experience.