Onsen Review

Do customer service problems and thick texture ruin the deal?

Bottom Line: Onsen is a skin care line that appears to be sold primarily in kiosks in malls and online. Salespeople tend to be a little pushy, but that’s the case most of the time in this sales setting. All of the ingredients are listed and we found some positive reviews, but the price and some negative experiences have us on the fence.

What is Onsen?

The Onsen line offers multiple skin treatments for aging, hydration, discolored skin and breakouts, among other issues. We didn’t find any parabens or sulfates, but there is fragrance used in many formulas. This can cause irritation for some users. There is a detailed description of how to use each product. Some solutions are supposed to work instantly and others can take weeks.

The office for Onsen is located in California. The official website was purchased in 2005, so there’s some longevity there. It is sold via an online store and mall kiosks. From what we can gather, it looks like there are individuals that run each location with orders going through the main company. We like that a complete ingredient list is available for each product and there are some positive reviews, but keep reading…

Here’s What People Are Saying

We found some issues with customer service, the lack of return policy for kiosk orders and texture. On the flip side, there are people who saw nothing wrong with the products at all.

According to some customers, when you purchase from the kiosk, you are not given the opportunity to return the items.

  • "We…tried to take the products back – as is – only to be told they don’t have the authority to agree to refunds, and gave us an email address. We emailed our request, but so far to no avail."
  • "You can’t return it."

Others had a fine experience with Onsen customer service.

  • "I always have costumers coming back to visit me and show me results."
  • "I am… satisfied with the scrub and also lotion and feel I got a great customer service experience."

We also found a customer that didn’t like the feeling of an Onsen product on the skin.

  • "The texture is a bit too thick, makes it difficult to apply."

However, for every negative we found a positive.

  • "It provides moisture and hydration without being heavy."
  • "It is non- greasy…and soaks in really quickly."

Onsen Customer Service – Are Details Provided?

Yes, you can find contact information for Onsen customer service easily. Not only is there a contact form, but you can also reach a representative by mail or phone.

Did We Find a Guarantee?

There is a link to the shipping and refund policy at the bottom of the Onsen website, but that takes you to a contact form. There are no details about how to return a product or if you can at all.

What’s Our Take – Will Onsen Work as Promised?

Well, we did find some positive customer reviews and that’s a good sign, but there are also a few negatives to consider and that’s why we have reservations about Onsen. Complaints about the lack of a return policy, texture and poor support are enough for us to hold back our recommendation.

Our top pick for 2016 is an anti-aging solution called BioGeniste. Not only is the formula packed with clinically tested ingredients, but customer reviews about the product and support are both amazing.

Click here to learn more about BioGeniste.

65 Comments

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