Beauty Supplies
Trade Secrets IncThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Trade Secrets Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 31 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/02/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the hairdryer on December 31, 2023, and paid $80 plus tax for it. The business committed to providing me with a hairdryer that performed in the same manner as the previous hairdryer of the same brand. Both are ******** ********** hairdryers. The only difference is the smaller size of the Red hairdryer. The problem is the Red hairdryer does not perform the same as the Silver hairdryer. I've had the Silver hairdryer (purchased from Trade Secrets) for over 10 years and it leaves my hair smooth with little to no frizz. The Red hairdryer leaves my hair very frizzy. When I first received the hairdryer, the hard cable was bent in the box and the box looked like it had been opened before. I contacted the business to let them know and they told me it should be fine and not to worry as it is new in the box. I was skeptical but I took their word for it. When I found the hairdryer did not perform as well, I contacted the business again. They asked if I wanted a refund and I believed I needed a refund to purchase a different hairdryer. I returned it and then I received the email ******** in the documents. I have returned the hairdryer a second time, but I have not yet heard from the company. The Order number is *********. The issue with the popup policy (********) is that the defect is not mechanical, it is performance. The hairdryer does not perform the same way. I have requested evidence that it does but I have not heard anything from the company. Email correspondence dates were Jan 16/Response 16; 17/R18; 22/R25; 25/NR; 29/NR; online correspondence Jan 26/NR. Still no response to date. Copies of email correspondence available upon request.Customer Answer
Date: 15/02/2024
The matter has not been resolved. The business tried to send me the hairdryer again but I refused delivery. They had not contacted me before sending the hairdryer. I would very much appreciate the BBB's assistance in pursuing the exchange. I have tried to contact the company multiple times but they still have not responded to any of my email messages. Thank you for contacting me and for your assistance with this matter. I have found the BBB to be very helpful when there are disagreements between consumers and companies.Business Response
Date: 20/02/2024
We have issued the customer refund for the appliance she was asking for.
But I checked and she put the dispute amount of $ 109.42 in complaint. But there is only one item which is worth $80.00.
We have processed the refund of $80.00 plus tax for the appliance she returned us back and she will receive it within 5-7 business days.Customer Answer
Date: 21/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The amount of $109.42 was put on the form because it asked for the amount of the receipt. I apologize for any confusion this may have caused.
Sincerely,
******** *** ****Initial Complaint
Date:21/12/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
December 2,2022. PUrchased a TS brand straightener. Came used with black marks on plates, asked for a refund. ** *** **** ******* **** *** *** ***** *** ****** they sent a replacement, I told them to work what me and provide as per their website a credit. They will not respond to the 6 messages. Ignoring and won’t honour their website policy, all I want is a store credit to get the one I want, I can even ad money* *** *** *** ******* **** ***** it’s made in China and not as advertised. Will send receipt, but they have it. Looking for store credit. I sent picture and letters already. They ignore won’t honour their own policy,Business Response
Date: 06/01/2023
We are waiting for the appliance that she needs to return before issuing a refund.Customer Answer
Date: 08/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:01/12/2022
Type:Product IssuesStatus:UnresolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 21, 2022, I placed an order with Trade Secrets **** ******** ********* The order was confirmed the same day. On August 25th, I was informed that one item (value of 48,50$ - 20% discount = 38,80$, plus taxes = 44,61$) was out of stock. Afterwards, I was informed that I would receive a refund for the missing item. Since then, I've emailed customer service numerous times, with each time a promise that they would verify with accounting or send me a refund. So far, I've only been partially refunded (September 18th) in the amount of 27,54$ (23,95$ + taxes), which isn't the correct amount. I'm still owed 17,07$ (taxes included). The last straw was the customer service rep telling me that I've been totally refunded and that they don't owe me anything else, which is false. It's not a big amount, however this practice is ********** because they're taking and keeping money for products they're not providing. They did the same thing on a different order I had placed on August 9th. One item was out of stock and it took a very long time and numerous emails to be refunded for that item. I even had to contact my cr. card fraud department.Business Response
Date: 19/12/2022
Refund was completeCustomer Answer
Date: 19/12/2022
Complaint: ********
I am rejecting this response because:It's false and they know it.
I only received a partial refund for an item that was out of stock for this invoice. That's why I filed the complaint with the BBB. I don't have time to waist making false complaints. My claim is valid. **** **** ***** ********** ***** ***** ******** ***** **** *** *** **** ***** ** ***** ********** ***** **** * ******** ******** **** **** **** ******
Sincerely,
***** ****
Trade Secrets Inc is NOT a BBB Accredited Business.
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