ONE LABS Reviews 205

Made an order in October 2025, received an email saying there would be a slight delay and they'd keep me updated. About 2 months later after hearing no word I emailed the first time, a week later sent another email, and then a week later attempted contact through their website. No response on any occasion. Avoid.

Really disappointed I’ve ordered before and received the products within a week so I’m a repeat customer but this time I ordered in October 2025, received an email saying there would be a small delay and have heard nothing since. I’ve emailed a few times and had no reply. Radio silence on their end they’ve received payment in full and I’ve been ignored

I had a very poor experience with OneLab.

I placed an order and never received the goods. After multiple attempts to contact the company, they completely ceased communication and stopped responding.

With no resolution from the business, I escalated the matter to NSW Fair Trading, who reviewed the case and advised me to proceed with a payment reversal through my bank.

This situation has been extremely frustrating and time-consuming, and it reflects a serious lack of professionalism and customer service.

I strongly recommend that others exercise caution before purchasing from this company.

It's been like a month or more, and I've been emailing them. They gave me no response, not even an acknowledgement. Seems like their company is shut down. That's why there's nobody to address my concerns. I've also left feedback on their website because I'm unable to make an order. I was only able to order a few months ago, and now that I'm trying to make an order, it doesn't work. Their website is broken, and I have contacted you guys enough times to be able to come here and write this one-star review because this is horrible customer service.

i've been ordering my shampoo + conditioner from here since 2023 (the stuff's good) and am understandably dissapointed since i ordered in november and haven't gotten any response since. i don't know what's going on but they don't seem operational atm :// now i'm out 80 bucks and dont have shampoo or conditioner

Ordered on 14th November, no order confirmation and no response to online enquiry . Tried sending an email but bounced back. No answer to phone number provided by Afterpay for merchant. Have attempted contact 4 times and nothing. I have ordered before and it’s been fine, I think they have gone out of business (but still happy to take peoples money ffs) AVOID!!!

They are a very dishonest company. They take your money and never deliver there products. Took 8 or more emails which they only replied to 1. This was from October 2025 to December 2025.
Lucky for me I bought through pay pal and they got my money back for me. NEVER EVER USE THIS COMPANY DISHONEST. SCAMERS

I purchased on 16 November. Didnt get a confirmation email. So i followed up a couple of weeks later, and received no response. It has now been 3 weeks and not a word from the seller... Did they go bust or what??

I have ordered shampoo and conditioner twice from onelabs. The first time in April, I didn’t get an order confirmation which I followed up in 5 days and was resolved. Product was good.
I ordered again Nov 17. I have not received a confirmation email. I have since followed up on Nov 27 with proof of purchase but no response. Dec 2 I am still waiting for a response. Very upsetting as I enjoyed buying from an Australian owned company, and to have no communication is a huge let down especially being out of pocket this time of year.

I’ve had the same issue as the last 2 reviews - ordered on 2 November - and nothing since! I have been charged but no communication with One Labs despite me chasing them twice. I just want my money back now!

I ordered a custom shampoo/conditioner from OneLabs on 1 Nov and was really looking forward to trying it.
On 5 Nov they told me they had “system issues” and that tracking would be sent that day. It never came.
I followed up multiple times — 10 Nov, 17 Nov, 19 Nov — and got nothing back.
No updates. No product. No communication.
I’ve been more than patient, but at this point it feels like they just disappeared after taking my money.

I ordered on the 1st of November, immediately got there billing invoice email and have not had contact for three weeks, zero tracking information, zero updates, don’t even have a package number that I can look at Australian Post with. I have emailed them multiple times reached out on the website multiple times with no response. Horrible customer service, at this point it’s a scam. Don’t even know how to get my money back because no one will get in contact with me.

I ordered on the 3rd of Nov, it’s now the 18th. Tried contacting them three seperate times and no response from them. I have an invoice but zero other emails regarding shipping, delivery, etc. website states it should take one week to receive and if it’s been 2 weeks, to contact them to investigate. Have still heard nothing back from them. All I wanted was an estimate delivery to make sure I wasn’t being scammed. Tried disputing the order to get my money back and they won’t comply. DO NOT BUY FROM THEM.

I’ve used once and now it’s going in the bin. It’s like cheap shampoo, leaves your hair rough and dry

Company doesn’t seem to be operating anymore however website still active and they took my money. Reached out several times and nothing. Very disappointing. AVOID!!!

I purchased the custom shampoo & conditioner bundle and after using the shampoo once, I’ve decided never to use either of them again. Instantly whilst washing the shampoo out I could feel how stripped my hair was after one use. I have always struggled to find a shampoo & conditioner that is not only designed for my hair type (curly) but also designed for fine hair. A lot of curly hair products leave my hair feeling oily/heavy. Extremely disappointed that this brand was worse than all the others. When a product makes your hair feel completely stripped it’s because it’s removed too much of your hairs natural oils. This is also usually indicative of the product using harsh chemicals, like sulfates. I’ve used much cheaper brands that didn’t make my hair feel this bad.

i'm amazed. I was skeptical about buying this product as i've seen mixed reviews, ive used it once and already my hair is the softest its ever been and not greasy at all. My roots get oily and my ends are dry and frizzy and after one wash it has been unbelievable!!! the packaging is so cute and the smell is INSANE, i got blackberry strawberry and pink champagne and its the best thing ive smelt, has also kept my hair smelling fresh. although it is a bit pricy i still highly recommend, thrilled with this product!

I had really high hopes for my One Labs order but it's been a bad experience all round. I have oily roots and wrote that into my formula, but the shampoo leaves a residue in my hair that leaves it needing another wash hours after it dries. I've tried multiple times with it getting worse each time. The conditioner doesn't leave any residue but has completely flattened my hair and left it without its wave and bounce. I've been trying to contact customer service for help for weeks never received a response and left not knowing what to do now. Super disappointing experience that could've really been helped by having customer service not ghost me.

i have extremely oily hair and a sore scalp my hair is thick and heavy, past my shoulders. im looking for a good shampoo and conditioner that actually works for me. the shampoo consistensy took me by suprise becuase its a bit thick, you need a few pumps to get it to foam, it barely foams on the first wash bcuase of how oily my hair is. when my hair was really oily i had to wash 3 times for it to feel clean. at the moment my hair feels amazing and i have less pain in my scalp. i chose the strenth of the smell to be medium but i cant smell it much for me personally id like it to be stronger so next time im gonna pick it to be stronger becuase the smell is so good. the conditioner is soooo soft, it conditions and sofents my hair without it feeling heavy or oily or as if there product still in it so far its good and working well but ive only used it twice and my hair is the type that instantly gets affected by something i havent given it 5 stars becuase im not 100% sure my hair loves this product but so far its worked well enough

WARNING: I purchased shampoo and conditioner and it left a film on my hair making it feel dirty and like I needed to wash it immediately. I have virgin hair and rarely use heat products on it. For years I have used other customised products with no issues but wanted to support an Australian company. I tried really hard to use this in the hopes my hair would adjust to the change in product but it just got worse. It made my roots super oily, mids thick and dirty and ends dry AS (again I have virgin hair which was in perfect condition before this). My hair is now slowly getting better after changing back to previous shampoo and conditioner. But the ends still feel damaged (which they weren’t before). I have lodged request on the website Friday 6th Sept, it’s now Saturday 14th and no response. DO NOT BUY!!! I also saw multiple other reviews with the same issues here