Complaints

This profile includes complaints for SNOW Cosmetics LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SNOW Cosmetics LLC

  4401 E Baseline Rd Ste 103 Phoenix, AZ 85042-7458

  
• 

  SNOW Cosmetics LLC

  7181 E Camelback Rd Scottsdale, AZ 85251-1279

  
• 

  SNOW Cosmetics LLC

  4602 E Elwood St Ste 16 Phoenix, AZ 85040

  

The 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:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 placed an order with this company on Dec 9 2023 - order# *******. I received "half" the order on Dec 18 2023 which contained only the 2 boxes of teeth whitening strips and have never received the 2 bottles of purple whitening serum. I purchased their bundle deal for the strips + purple serum. I purchased 1 bundle deals. Their website indicated that there is a delay in shipping of those serum bottles. I have tried to contact the company via phone number on their website which a live person is NOT an available option. I submitted emails and used their customer chat option with the bot. I received no call backs and no help with this matter whatsoever. Their bot system keeps indicating that I received my "full" order shipment on Dec 18 *************************************************************************** full. Now when I try to initiate a return on their website it tells my order number is not found! I was forced to return as a "gift" just to get through their scam website. This is all very suspicious as a poorly operated business and a fake scam business altogether. I am not getting any resolution as to obtaining my FULL order. I want a full refund and to alert other unsuspecting consumers of their scam business! BBB should also be aware that this business does not seem to be legitimate! I can provide emails with my order information.

  

  Business Response

  Date: 01/11/2024

  Hello,

  Our apologies for the delays to your order and that you have not received a resolution as quickly as we would have liked to have provided one to you. We certainly are not disregarding you as a customer or the concerns you've shared. ********************** is taking the extra effort to have your needs resolved by our Customer Support Team who are daily working with diligence to follow-up on the concerns expressed via email, voice message, chat, phone, review and even through submitted complaints. We would like to note that your complaint and requests have been received and are up for review. At the completion of our review, an assigned agent will follow-up with you to discuss the next course of actions towards a resolution. Please expect the assigned agent to reach out to you via email with more details.

   

  Thank you,

  SNOW Team

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased Advanced wireless teeth whitening kit and LED whitening electric toothbrush and supplies on Nov 26, 2023. Both devices are not charging with the supplied charger or any other compatible chargers. At this point, the devices are worthless since battery is completely dead. I sent numerous emails to ************************************* to try to resolve the issue, but all went unanswered. I tried chat, but could not get a live representative. I called support and got a link to the returns web page, but link is broken. I am very frustrated at this point and feel that this company is giving me the runaround and does not care about their customers. I know that return policy is within 60 days which is fast approaching and would like to complete the return for a full refund before it expires.

  

  Business Response

  Date: 01/11/2024

  Hello,

  Our apologies for the delays to your order and that you have not received a resolution as quickly as we would have liked to have provided one to you. We certainly are not disregarding you as a customer or the concerns you've shared. ********************** is taking the extra effort to have your needs resolved by our Customer Support Team who are daily working with diligence to follow-up on the concerns expressed via email, voice message, chat, phone, review and even through submitted complaints. We would like to note that your complaint and requests have been received and are up for review. At the completion of our review, an assigned agent will follow-up with you to discuss the next course of actions towards a resolution. Please expect the assigned agent to reach out to you via email with more details.

   

  Thank you,

  SNOW Team

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 bought an electronic gift card on the ninth of December as a gift for Christmas and still have yet to receive it. *** made multiple attempts to contact and no one will respond even on their online chat.

  

  Business Response

  Date: 01/11/2024

  Hello,

  Our apologies for the delays to your order and that you have not received a resolution as quickly as we would have liked to have provided one to you. We certainly are not disregarding you as a customer or the concerns you've shared. ********************** is taking the extra effort to have your needs resolved by our Customer Support Team who are daily working with diligence to follow-up on the concerns expressed via email, voice message, chat, phone, review and even through submitted complaints. We would like to note that your complaint and requests have been received and are up for review. At the completion of our review, an assigned agent will follow-up with you to discuss the next course of actions towards a resolution. Please expect the assigned agent to reach out to you via email with more details.

   

  Thank you,

  SNOW Team

• Initial Complaint

  Date:01/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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 made a large purchase from SNOW Whitening over Thanksgiving in 2023. The company have still not shipped my order. I have emailed multiple times, and there is absolutely no response from them to my emails( and yes I have checked my SPAM folder), although they send promotion emails if not once/ twice daily to buy more of their products. I would like to know if my order will be shipped ( tracking should be through SHOP) - or please refund my money. The order is #SNOW501346367.

  

  Business Response

  Date: 01/11/2024

  Hello,

  Our apologies for the delays to your order and that you have not received a resolution as quickly as we would have liked to have provided one to you. We certainly are not disregarding you as a customer or the concerns you've shared. ********************** is taking the extra effort to have your needs resolved by our Customer Support Team who are daily working with diligence to follow-up on the concerns expressed via email, voice message, chat, phone, review and even through submitted complaints. We would like to note that your complaint and requests have been received and are up for review. At the completion of our review, an assigned agent will follow-up with you to discuss the next course of actions towards a resolution. Please expect the assigned agent to reach out to you via email with more details.

   

  Thank you,

  SNOW Team

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  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.

  On December 21, 2023, I paid for a Premium Bundle, Teeth Whitening Strips and (2) Nano-Hydroxyapatite Toothpaste. The order was $131.33. To date, I have not received any shipping update, have reached out through multiple means (contact form, email, ******** Messenger). Snow Whitening deletes and/or hides comments left on their social media accounts from unhappy customers, either leaving no comments showing at all (despite there being multiple comments and reactions on their posts) or just ones that favor the company (see attached screenshots). At this point, given as many customers are also experiencing similar issues and their shady practices, I just want my money back.

  

  Business Response

  Date: 01/11/2024

  Hello,

  Our apologies that you have not received a resolution as quickly as we would have liked to have provided one to you.  We certainly are not disregarding you as a customer or the concerns you've shared.  We would like to note that your complaint and requests have been received and your order has been cancelled and already processed for refund.  
  

  
  Thank you,

  SNOW Team

  Customer Answer

  Date: 01/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:01/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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 ordered from SNOW on 11-28-23 and I still dont have my order. SNOW has also stopped responding to my requests for information about the order. I initially received an email on the date I ordered informing me the order may be delayed. I followed up on 12-13-23 and was told via email that I should receive order by 12-22-23. On 12-22-23, I messaged SNOW via shop pay app and received an auto response that my message was received. I followed up on 12-26-23. SNOW has not responded to my last 2 messages. I still dont have my order and I am out over $100. Meanwhile, I receive about 5 marketing emails a day trying to sell me more products.

  

  Business Response

  Date: 01/08/2024

  Hello,

  Our apologies that you have not received a resolution as quickly as we would have liked to have provided one to you.  We certainly are not disregarding you as a customer or the concerns you've shared.  We would like to note that your complaint and requests have been received and are up for review.  At the completion of our review, an assigned agent will follow-up with you to discuss the next course of actions towards a resolution. Please expect the assigned agent to reach out to you via email with more details.
  

  
  Thank you,

  SNOW Team

  Customer Answer

  Date: 01/09/2024

  This response is not a resolution.  It is statement that the company will look into my complaint.  As of this date, the issue is not resolved.  I have not been issued a refund for a purchase made in November that I still have not received.  The only acceptable resolutionat this point is a refund or actual receipt of the product.   Neither of those things have happened yet.  

  

  Business Response

  Date: 01/16/2024

  Hello,

  Thank you for sharing.  Be advised that the assigned agent is still waiting to receive a reply from you to confirm if you received the order as of current.  We ask that you continue communications with the agent to allow a resolution to be finalized.  The agent will let you know your options moving forward and you may express the lingering concerns you have that you feel need to be further addressed as well.

   

  Thank you,

  SNOW Team

   

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 December 1 2023, I ordered 8 cyber Monday bundles which include tooth brush, whitening strips, purple serum and tooth whitening serum for $99 each, as well as two Diamond Tooth Whitening kits for $74.50 each, totaling $997.46. I received only 6 toothbrushes, no components of the cyber Monday bundle and no Diamond Tooth Whitening kits. My order has been marked as fulfilled since Sat. Dec 23 when in fact it has not been fulfilled. Beginning Saturday 12/23, I have left innumerable voicemail, email, and chat messages only to receive a BOT generated automated response. I have not received any call backs, emails or any other communication from an actual human.

  

  Business Response

  Date: 01/08/2024

  Hello,

  Our apologies that you have not received a resolution as quickly as we would have liked to have provided one to you.  We certainly are not disregarding you as a customer or the concerns you've shared.  We would like to note that your complaint and requests have been received and are up for review.  At the completion of our review, an assigned agent will follow-up with you to discuss the next course of actions towards a resolution. Please expect the assigned agent to reach out to you via email with more details.
  

  
  Thank you,

  SNOW Team

• Initial Complaint

  Date:01/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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 ordered the whitening kit on Dec 20th, with the knowledge that it wouldn't be shipped till the end of the month. However, I have yet to receive any product or even a shipping invoice. I have tried to reach out three times to them but get nothing but automated messages back. Either ship the product or refund my purchase.

  

  Business Response

  Date: 01/08/2024

  Hello,

  Our apologies that you have not received a resolution as quickly as we would have liked to have provided one to you.  We certainly are not disregarding you as a customer or the concerns you've shared.  We would like to note that your complaint and requests have been received and are up for review.  At the completion of our review, an assigned agent will follow-up with you to discuss the next course of actions towards a resolution. Please expect the assigned agent to reach out to you via email with more details.
  

  
  Thank you,

  SNOW Team

• Initial Complaint

  Date:01/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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 paid for products from this seller on 11/24/23. I received a shipping update on 12/13/23 stating that my items were being prepared for shipment. It is now 1/3/24 and I have not received a shipping update, nor can I even get a response back from the company about the status of this product that I paid for six weeks ago. They have gone completely silent and I am out of nearly $100 with no product.

  

  Business Response

  Date: 01/05/2024

  Hi,

  We want to start by extending our apologies for the difficulty you have had while trying to request assistance for your questions and concerns to get addressed.  SNOW is taking every measure to attend to every SNOW Customer as they reach out to us. Thank you for taking the extra effort to have your needs resolved by our Customer Support Team who are working with diligence to follow-up on the concerns expressed via email, voice message, chat, phone, review and even through submitted complaints. You can be assured that a review of your account order is being reviewed.  As well as your previous attempts for assistance. Once we have more information and a clear path towards a resolution, we will do right by you to correct where needed. Considering it Is Friday, nearing the end of day it is likely that the assigned agent will not be available to contact you until Monday.   
  

  
  Thank you,

  SNOW Team

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Order #SNOW501388763. Ordered the Advanced Wireless Teeth Whitening Kit on 12/23 and received it on 12/29. The LED mouthpiece does not turn on at all despite leaving it on the charger for hours. the blue charging light just blinks but never turns on. I've tried to contact their support via email and phone but I just receive an automated message back about shipping delays that has nothing to do with my issue. Looking at the many complaints here, it's clear that the business do not have the infrastructure to manage the support needed to maintain this type of business for long. I can't even request a refund or have them send me a new one. Beyond frustrated.

  

  Business Response

  Date: 01/05/2024

  Hello,

  We want to acknowledge that you have not received a resolution as quickly as we would have liked to have provided one to you. We certainly are not disregarding you as a customer or the concerns you've shared. We would like to note that your complaint and requests have been received and are up for review. At the completion of our review, an assigned agent will follow-up with you to discuss the next course of actions towards a resolution. Please expect the assigned agent to reach out to you via email with more details. Considering it Is Friday, nearing the end of day it is likely that the assigned agent will not be available to contact you until Monday.

   

  Thank you,

  SNOW Team