ComplaintsforSNOW Cosmetics LLC

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered product for $61.34 to give to my daughter for Christmass but I never received it, I reached out to them but they do not answer the customer service line so all I could is leave voicemails but they never call back.I also emailed several times but was not getting anywhere and when I finally got a reply they ignored me and said it was delivered, I explained that I did not recieve it and aske dif they had proof of delivery they said no and that it was delivered and take it up with my credit card company.This is wrong and I will not have them ignore me, they owe me money.

  

  Business response

  05/07/2024

  Hello,

  We acknowledge your concerns shared here and have fully reviewed the correspondence history you have had with our Customer Support Team.  Your account and the tracking have also been under review to ensure that all steps were taken to address the concerns you shared.  The Assisting Agent advised you that while your pending chargeback was under consideration with your payment services institution, we could not take further actions within your account.  Such limitations are a direct result of the chargeback action as necessary steps for the funds to be placed on hold status until this process is finalized.  Based on the conclusion of the chargeback from this payment services institution it reached its decision on the date of April 20th of 2024.  While we are unable to offer a refund based on the order having been marked as "Delivered" on the tracking we are available to discuss other options with you. 

   

  Thank you,

  SNOW Team

• Initial Complaint

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with the company in January of 2024: Magic Teeth Whitening Strips and the Brighten + Whiten Premium Bundle. Part of this order arrived: the Brightening toothpaste tabs (30), the teeth brightening serum and the magic strips.?However, the Diamond Teeth Whitening Kit was not included, which was the main item I desired.Furthermore, the package did not include a packing slip, making it difficult to confirm the contents and the order details. Despite numerous attempts to reach out to the company via email and voicemail, I have not received any response other than generic messages confirming the delivery. Live chat support is inaccessible, and my emails, numbering at least six, have gone unanswered.The lack of communication and failure to deliver the complete order has resulted in frustration and dissatisfaction. I urge the Better Business Bureau to investigate this matter to ensure fair and ethical business practices are upheld.

  

  Business response

  04/22/2024

  Hello,

  Our apologies for the delays to getting a resolution and for the oversight with your complete order being shipped and delivered.  We acknowledge that you have reached out via different sources and have had an agent respond to your concerns. However, it does appear that the last message sent from the agent was to request more information to confirm the details before shipping the replacement order to you. Your concerns date back to ******* and certainly this should have been resolved sooner. A replacement order is being processed to send your missing Diamond Whitening Kit and a few extra gifts for this inconvenience you have experienced.  An email will be sent to you with more information for the details of this replacement order.   

   

  SNOW Team

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought the Diamond Whitening Kit and it appeared used at the beginning since the bottom had scratches. It intermittently worked for the first week and no matter what I do replacing devices for it to charge, etc....it's completely dead. I have been trying to contact them by mail and calling their advertised phone number daily and no one answers. Filed a return claim with their "support" email at trysnowsupport and here it is 2 weeks late, no reply from them. I am so frustrated because the product does work. Then I was stupid enough to make a secondary purchase with serums and misc. thinking that they would eventually reply, and they haven't. We are going on two months now. All I want is another unit that works and I know that they have been out of stock but supposed to have them this month/April. ( I did get ahold of someone ONCE but she told me to do the online return steps. I did and so much for that!!). This unit is garbage. I have never dealt with a company that does not reply to emails or returns phone calls. They are real good with sending ads all the time or take your money swiftly when placing an order. Please help! Thank you

  

  Business response

  04/11/2024

  Hello,

  We have reviewed your account and the notes left by the last agent assisting you.  It does appear that you were sent an email with a link to the Return Portal to start the return/exchange process which would have provided you with the return label to use for the return of the broken device.  Once that process would have been completed successfully, an automatic replacement order would have followed.  However, review of the order notes does not indicate that you ever started the return on the portal.  That means the replacement order was never created for you.  Since the order is now outside of the return period the previous agent that assisted you will be in contact with details for the replacement order that she will process under the warranty claim coverage.  There are notes that show you were also sent a courtesy wired mouthpiece by the agent as consideration for the restock delays.   Further, it notes that this courtesy order tracking was marked as "Delivered" on March 21st.  We are not sure where the lapse in communication occurred following the interaction with the agent.  However, we are certain that from this point a resolution will be reached for each concern shared.

   

  Thank you,

  SNOW Team

• Initial Complaint

  03/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company automatically signed me up for a subscription without any obvious indication that that was happening. They then sent me products I did not order, and it is IMPOSSIBLE to reach them. There is no way to actually get into a live chat, and I have emailed this company 3 times with zero response. I just recieved my 3rd unasked for order after those 3 unanswered emails asking for my money to be returned and for my unauthorized subscription to be cancelled.Not only that, but the products I did order, under the assumption that i was ordering ONE TIME, do not do anything that they say the do. My teeth are no whiter, they do not freshen your breath, the mouthwash is the volume of a can of soda, and the water pic is not remotely powerful enough to replace flossing by any stretch. But they keep sending me two packs of toothpaste and I haven't even gotten through the first 2 that I DID order. My initial order was on 11/16/23, and was for $114.16, the second was on 01/17/2024, the third was 03/18/2024, both for $20.95.

  

  Business response

  03/26/2024

  Hello,

  We have received your BBB Complaint, and your concerns are acknowledged.  We certainly did not intend for you to have experienced such delays with an agent offering you the requested assistance.  Review of your account has been established and an agent has already been in contact with you via email to address the concerns you shared.  If you feel as if there was something missed within the offered resolution, be sure to reach back out to the agent to allow him/her to further assist you.  

   

  Thanks,

  SNOW Team

• Initial Complaint

  03/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order with Snow on 16 February 2024 in the amount of $178.07. As of today, 21 March 2024, my order is still unfulfilled. I have sent multiple emails and made multiple calls in regards to my order and I have received ZERO response from the company. My order number is #SNOW501440520.I recommend NO CONSUMER to make a purchase directly from them online. I have a friend that ordered her Snow products off of Amazon and, of course, her items were received within a matter of days. The only reason I placed my order directly with them is due to the fact that they had other items that I also wanted that Amazon does not carry.

  

  Business response

  03/27/2024

  Hello,

  Thank you for your patience. We acknowledge your concerns as they have been shared within this BBB Complaint. Review of your account has notes to indicate that you have had communications with an agent already and a refund resolution has been initiated as of March 23rd of 2024. Should you require further assistance, we encourage you to reconnect with the agent who last assisted you.

   

  SNOW Team

  Customer response

  04/05/2024

  
  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

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchase each year from this company. my shipment came leaking all over the box and tubes. I have called and left a VM many times with no reply back. I have emailed their customer support and have gotten no reply back. I want a replacement or my money back

  

  Business response

  03/26/2024

  Hello,

  We apologize for the delays and for the manner in which you received the order. Your account has been reviewed to note that you currently have a chargeback pending.  In such cases, we are not able to refund the order while funds are being held by your bank.  Meanwhile, a SNOW Customer support Agent will review the shipping notes to identify which warehouse your order shipped from to determine if the damages was due to the fulfillment process or possibly a concern that occurred during transit.  The agent will follow-up with you via email for further assistance.

   

  Thanks,

  SNOW Team

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a years supply from Snow White Teeth Whitening. The company sent the order to a previous address of mine from two years ago (********************************. , ******, ********). I moved from ******** to ******* (**************************************************, ** *****) one year ago. At this address I had ordered from Snow White Teeth Whitening and received my order. As Ft. Laruderdale was a temporary address, and as of September 2023 I moved to a permanent address (************************************************************). Snow White sent me a copy of the order which had my correct billing address but the shipping address was my previous address of over a year and half. When ordering on Snow White website they require shipping address and then they is a box to check for billing address as same. I completed the. shipping address and checked the box for billing address as the same. Yet, Snow White sent my order to a previous address the is over a year old. I have repeatedly contacted Snow White to correct this order and sent the order to my current address. Snow Whtie Teeth Whitening or ship my order to my correct address. Please assist me with this issue as they do not have customer service. I have called them on several occasions as well as emailed. As of today I still have no response from them.

  

  Business response

  03/26/2024

  Hello,

  Thank you for sharing in detail the concerns you have experienced with your last order and delivery.  A SNOW Customer Support Agent is being assigned to follow-up with you to get the reshipment order process started for the missing order.  Once the agent makes contact with you to confirm the new address, your account will be updated to ensure the next order is shipped correctly.

   

  Regards,

  SNOW Team

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a whitening kit on Oct 22, 2023 which also included in the order sensitive toothpaste, sensitive serum, and a whitening booster kit. Upon receipt, I noticed the sensitive serum was not included and never received it. However, the bigger issue is that the device I received is defective. It turns on and off by itself and doesnt hold a charge properly. Additionally, I was auto subscribed to two different products without my knowledge or consent.I contacted customer service on December 21 to get the issue resolved. I received a reply asking for a video of the device on January 17, a month later. I sent it January 29, followed up on February 9, March 4, and have received no further communication or effort to resolve. I have called, reached out on social media, and still nothing. I want a full refund and for all recurring charges to be eliminated. I do not want a relationship with this company once this is complete. I am thoroughly disgusted and believe this is consumer fraud.

  

  Business response

  03/19/2024

  Hello,

  We acknowledge your concerns as they have been shared within this BBB Complaint. You have expressed the ways in which you felt you did not receive an adequate assessment of your initial concerns, nor the proper plan of action towards getting a complete resolution. It clearly does reflect that there was oversight within your experience. Further review of your account has notes to indicate that you have since been in communication with an agent and the request to resolve via refund has been processed as of March 18th.  Once the refund has been finalized it will reflect back into your original payment account.  ********************** extends our sincerest apologies for the inconveniences from a matter that should have been resolved seamlessly in far less time than it has taken.

   

  Thank you,

  SNOW Team

  

  Business response

  03/19/2024

  Hello,

  We acknowledge your concerns as they have been shared within this BBB Complaint. You have expressed the ways in which you felt you did not receive an adequate assessment of your initial concerns, nor the proper plan of action towards getting a complete resolution. It clearly does reflect that there was oversight within your experience. Further review of your account has notes to indicate that you have since been in communication with an agent and the request to resolve via refund has been processed as of March 18th.  Once the refund has been finalized it will reflect back into your original payment account.  ********************** extends our sincerest apologies for the inconveniences from a matter that should have been resolved seamlessly in far less time than it has taken.

   

  Thank you,

  SNOW Team

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered teeth whitening kit 16th December 2023.No product received, contacted SNOW on numerous occasions and am not getting any response from their generic email address ************************************* Overseas tracking number not valid

  

  Business response

  03/11/2024

  No order received but this customer on December 16.
  Most recent order on file: 
  
  #SNOW501392870 - Fulfilled (3)
  Order placed: December 26, 2023
  Fulfilled: December 28, 2023
  Tracking: ****** GM076BAFF56DB844549633
  Order Status: Processing at customs 

  More information here:
  ******************************************************************************************
  
  Please contact your local courier or customers in your country for customs processing times. 

  
  
  

  
  

  Customer response

  03/12/2024

  
  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

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a snow diamond teeth whitening kit (order #*********) with package protection for $96.14 December 12th 2023 for Christmas and it never shipped. The name on the order is *************************** (my mother) because it was her card and address that was submitted. I sent multiple emails to the company and tried calling their support number numerous times to get a refund. I have not heard anything back from them to this date. I see all of these other reviews detailing similar issues with this company. They clearly think that they can get away with fraudulent activity and continue to scam people. I no longer have any interest in receiving the product but expect a full refund immediately. Absolute joke of a company.

  

  Business response

  03/07/2024

  Hello,

  Thank you for your patience. We acknowledge your concerns as they have been shared within this BBB Complaint. There have been delays. 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. Review of your account has notes to indicate that your account has already been assigned to an agent.  You can expect that the agent will make contact before the end of today, advising you that your request for refund has been processed.

   

  Thank you,

  SNOW Team

   

*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. ↩