OLAPLEX shampoo that seems to be fake

[laura1995-uk]

Hello, 

I turn for some advice as i have bought Olaplex nº4 shampoo from seller who assured me its genuine

However when it came it right up seemed off as label suggested "Made in USA", next issue the foil under the cap needed to be removed by knife, smells chemically and doesnt leather up as it should. 

Reason i am concerned is because recently i did someone's hair and washed their hair with same brand shampoo and it smelled beautifully and leathered up nice and the foil i removed my self with just the peel and nail and the bottle said "Made in France" 

Now...

Before calling out the seller who sold me the usa (possibly fake) item i wanted to ask Community whats the best way to do it or is there a way to do it. Do i just move on and throw the bottle out and buy real deal. 

When i say real deal i mean from a Salon Trader shop that has got licance for all the products there. 

And when i reported the listing ebay came back to say it didnt find anything suspicious. 

Its like you've been buying same item over and over again and then one day see a difference in it, would you question it

Thank you all

[tressygirl · Accepted solution]

I don't think I would bother sending the seller a message, asking if the item was ' real' , doubt they'd say anything to the contrary.

What was the cost of the shampoo?  Is it worth the time and trouble to repack it and send it back even if it's at the seller's expense , they pay for the tracked postage.

If so follow this:

You have received an item not as described,  so you are guaranteed a full refund under eBay's 30 day MBG,  Money Back Guarantee policy,  if you claim within 30 days of the item's last estimated date for delivery.

You then go right of the item in your Purchase History,  and from More Actions select Return this item,  selecting the reason...  Item Not as Described.

The seller has 3 days to accept the case,  if they don't ,  you need to  escalate on day 4,  or within 30 days,  and eBay will step in and force the refund.

If the seller wants the item back first,  they need to pay for a fully tracked return postage.  On receipt of their item they have 48 hours to refund you.  Again,  if they don't,  you escalate the case.

Do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

@laura1995-uk 

[jckl1957]

You don't need to contact the seller or report the item.

If you bought it less than 30 days ago, and you believe it is fake, open a return.

The seller will have to provide a label if they want the shampoo back and, as long as you follow the process through, you will get a refund.

Open a return request

To request a return, select the item you want to send back from your recent purchases above, or use the button below. You can also start a return request from your Purchases in My eBay.

Start a return - opens in new window or tab

[laura1995-uk]

The one i bought on ebay was literally a £1 cheaper, it was the easiest way get it in my hands as busy with work delivery seemed best, now i regret my decision. 

I am not sure if the seller knows even that there are many copycats selling it and i dont want to blame the seller, but on the other hand if you sell something you have to know its genuine product. 

Ive reached out asking for return even tho bottle is opened im just not convinced its genuine as its so different. 

I went to Salon Traders mall and they've even shrugged shoulders saying they dont know what it is. 

Advice was to "Dont use it" 

I will have to wait what seller says and proceed from there as i dont know if i can send "Return item" as description was on spot just didnt pay attention made where 

As i think blame is 50/50 

Me not checking what is what and if usa made one is as same or have difference

[tressygirl]

Nope,  do  not take any of the blame onto yourself, it's 100% the seller's mistake here.

Selling anything that's fake / a copy,   is illegal,  be it a couple of quid for a bottle of shampoo or for an expensive ' fake' perfume, all illegal . The seller if in any doubt of the authenticity of their item,  then they should not sell it.

Open that case, send it back,  if the seller wishes the return they pay for that tracked postage.  If a label or a refund doesn't arrive in 3 days,  escalate the case,  eBay step in and force the refund.

As said,  do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

@laura1995-uk 

[*vyolla*]

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@laura1995-uk wrote:

I am not sure if the seller knows even that there are many copycats selling it and i dont want to blame the seller, but on the other hand if you sell something you have to know its genuine product. 

Ive reached out asking for return even tho bottle is opened im just not convinced its genuine as its so different. 

I went to Salon Traders mall and they've even shrugged shoulders saying they dont know what it is. 

Advice was to "Dont use it" 

---

You may have done the seller a favour here if they have bought something from a supplier that's not as it seems.

Presumably they're a UK registered business seller?

[laura1995-uk]

They are registered as Private seller on ebay. So not even sure if have any licance or product code of conduct selling type of thing

[tressygirl]

Private sellers can sell shampoos but not if they are fake !

[*vyolla*]

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@laura1995-uk wrote:

They are registered as Private seller on ebay. So not even sure if have any licance or product code of conduct selling type of thing

---

A private seller would only have a couple of left over bottles to list, a business seller would have multiples of the same shampoo and would need to trade on an eBay business account to be compliant with eBay policy and current UK consumer regs, and should have a trusted supplier and public liability insurance in place.

Personally, I would buy anything you put on your skin or eat from any online seller unless they're a reputable one. 

[tommystrezures]

Have you contacted Olapex? IF you have the bottle with lot numbers on it etc, they should be able to confirm whether genuine or not? uksupport@olaplex.com

[laura1995-uk]

Im not sure she knows its fake

[laura1995-uk]

Un update, seller has issued full refund without any contact or request to send the shampoo back. I followed the steps advised. 

I guess they knew something wasn't right. 

Im just great full for all the support guys. Thank you. 

[tressygirl]

That's a good result, saves sending a faulty bottle of a liquid substance back too.

If this seller is selling this item in quantity and receives many returns for the same reason,  it will raise red flags to eBay who may well act with sanctions even a total ban of selling.

@laura1995-uk 

[laura1995-uk]

Sadly ebay doesn't recognise it being fake as i reported item and "they didn't find" any issues

But i am glad i got refunded. 

I only knew the shampoo was off because i handled another the original so i knew consistency etc. Im scared to think others are just ordering the items without realising they are fakes or copycat shampoo. 

Its easy to be caught out. 

See something on TikTok or Insta and type in and buy it online...without knowing how the actual thing smells, looks, etc

[tressygirl]

eBay will not act on a report as it may even be coming from a competitor ,  what they do act on,  is cases.

If this is seller is knowingly selling a fake product and in large numbers,  then eBay will wait for those cases to be made for item not as described,  then they can take action.

@laura1995-uk