Manscaped review: Unacceptable customer service and misleading advice

I placed an order for the Performance Package 4.0, and Beard Hedger Pro kits on Oct 15th. Not 2 days later, they announced the Lawn Mower 5.0. Since it had features I thought would be better suited for me, I wanted to upgrade. I contacted support who let me know the package had already left, but I could just refuse delivery, or bring unopened package back to delivery service and it would be returned at no cost to me, then I would be fully refunded and could order the new product.

Since I would not have to pay for return shipping, I placed an order for the Platinum Package 5.0 and Beard Hedger pro kits (since I could not open the package to get return shipping, I had to order the beard hedger again). I then double checked with them about the return shipping and was assured it would be returned to them at no cost to me.

When the first package arrived, I told the driver that I was refusing the delivery and it needed to be returned to sender. He seemed confused, but before I could show him the email from Manscaped, he took the package and left.

Because of this confusion, I contacted Manscaped again to re-confirm that it would actually be returned, and was assured that not only would it be returned, but I could even use the original tracking info to track the return.

Well, two days later I find the package sitting on my step. I immediately contacted Manscaped to ask them what to do, and they instructed me to take it to the shipping centre. The problem was that not only did I have an active COVID infection at the time, but I could not get the shipping centre to give me any information on where to bring the package.

After contacting Manscaped again, I was told that I could pay for return shipping. Since I had confirmed and reconfirmed with them about return shipping, I feel that I should not have to pay for return shipping. And if they had been upfront about this with me from the beginning, I would not have ordered the updated products and would have just kept the original.

Their own terms and conditions state that for warranty returns, they will provide a prepaid shipping label. Based on the situation, and that I’m returning the package not because I don’t like it, but because of a failure of their customer service, I believe that this should be considered warranty return. And because of this policy, I know it is possible for them to remedy this situation.

It feels as though this company purposefully misled me to get me to buy the more expensive product, knowing that it wouldn’t affect them in any way.