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Complaint Details
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Initial Complaint
04/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order #SNOW50975059 At 11:12pm on 3/23/22 I ordered a teeth whitening kit from Snow.com. When I got to the end I checked-out but than I must have had to click no on 10 different pop-*** for "add to cart" before getting my confirmation on order page. One (expensive one!) accidentally got me with the slip of my hand. It wouldn't let me undo on that same page, so assumed it would let me review when I got to the end. It did not. I immediately tried to cancel it, literally it was 1 minute later, at 11:13pm on 3/23/22. My order was absolutely not processed at this time.They responded in the morning "We're sorry. We are extremely quick at processing orders to make sure that you receive them as soon as possible." Instead of canceling the order one minute after. They wasted shipping 2x, and gave me a partial refund.
Business response
04/06/2022
We're sorry that your experience was less than satisfactory for you through our checkout process. At this time, our checkout unfortunately does not allow for any adjustments to be made once the order is processed. When creating a return, it is explicit in noting that return shipping costs are not covered as part of our return process. The return estimate provided when creating the return does appear to be accurate and is exact in the refund that was issued. We regret to inform you that return shipping costs are not covered as part of our returns process. The return shipping costs was valued at $6.52. We'd be happy to extend a store credit or issue a free item to make up for this inconvenience but we're unable to modify our shipping policy.Initial Complaint
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Original transaction #************ for $80.20 on 12/2/21. Received email that item was shipped on 12/7/21, and upon checking the status update multiple times where it said a label had been created but the item had never been picked up, I reached out after several weeks. They said they would replace the order, which shows as processed on 1/6/22, with the order #************ with a charge of $0 (since it was replacing items never received). I have written several times since because again it shows that no items were actually ever picked up and shipped- through email, their help chat, and even on and through their social media accounts. While I received responses earlier, they have stopped responding altogether. I would like to ultimately be reimbursed for my money. Emails show address as: Snow Teeth Whitening **** * ******** ** ******** ******* *****Business response
02/16/2022
Thank you for your submission.
Customer's initial order appeared to be lost in transit and was fulfilled again and shipped. This order was sent in two different shipments at zero cost to the customer that both are deemed delivered with included proof of delivery by the couriers.
In order to receive a refund, your order must be returned and can easily be done through our online returns portal.
This has been communicated to customer via email February 16, 2022 at 0716 AM MST ZONE.
*******************************************
Initial Complaint
02/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Snow Cosmetics received my order for a wireless teeth whitening kit on December 14th. Just before the new year, the order still hadn't arrived. I reached out to Snow and learned my order was 'misplaced.' The customer service rep was very good, and said she'd put a replacement order in for me. When it arrived, I was sent the base kit only, instead of what I was supposed to get for my $350 (and that is a sale price). I was supposed to get the base kit + 2 whitening wands and 1 whitening 'serum.' I reached out to Snow once again, and was told the missing items will be sent to me. I get a package and am thinking all is fine, but after I opened it, I discovered they still did not send me the whitening wands and serum, they sent me toothpaste. So, while I truly appreciate the customer service rep's *********** I still don't have what I ordered on 12/14. For full disclosure, due to covid, I typically let packages 'decontaminate' in the garage for a while before opening them, so part of the reason why this has dragged on so long is because of the Covid safety precautions.Business response
02/04/2022
We deeply apologize for the inconvenience. It seems our fulfillment team had dropped the ball on your order not once but twice. We've gone ahead and arranged for your order to ship out again with what you had originally ordered and you should anticipate all the items in the package once you receive it.Customer response
02/06/2022
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
12/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I don’t have a complaint about the product! My complaint is about being charged for another month when I did not say that I wanted to continue to get it. Snow teeth whitening toothpaste is what I ordered to give it a try. But now I am being charged $12 a month and receiving this product monthly I want my name off that list I do not want to continue to be charged for this product. Thank youBusiness response
12/13/2021
When placing initial order, customer elected a subscription item with a monthly interval.
Subscription has been cancelled.
In order to receive a refund, items must be returned and follow our return policy guidelines.
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Initial Complaint
10/03/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered from Snow Cosmetics in the first week of July and got a one time kit, with no subscription or recurring bills. I also was suspect of them in their attitude with me when I asked why they had charged my account several times and then had to change that. So I did not want to deal with them but they refused to take back the order. I said alright. However I had to go to the local bank and get my number on my card changed because of them. Now, its almost three months later and they somehow charged me for something on a card they should not have the number to and in an email called it a subscrition. Thank you *********************Business response
10/03/2021
This customer ordered on July 2nd, 2021. In their order, they had purchased the *************** bundle, which entails a subscription that would auto-renew every 90 days for $14.95. We always make sure a customer recognizes when they are creating a subscription, which is why it shows that in your checkout cart, order confirmation, and shipping confirmation that a subscription is being signed up for.
On September 30th, this customers subscription had auto-renewed. They received the confidence club subscription order on October 2nd, and without even requiring them to return the order, we went above and beyond and refunded them. Refunds may take 3-5 business days to process. This customers subscription has also been cancelled. If the customer has any further questions, they may reach us at *******************
We apologize for the inconvenience
Customer response
10/03/2021
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,
Vj Mcm
Initial Complaint
09/28/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have repeatedly asked them to remove me from their email list and they refuse to do so.Business response
09/29/2021
We at SNOW, always go above and beyond to assist a customer or potential customer with whatever our team can help with. In some cases, we do remove individuals from our mailing list upon request. In any case, one can opt out of emails by clicking unsubscribe at the bottom of any of our marketing emails. With that said, with regard to this complaint, we have not found this customer or any of their information in any of our databases. In addition we have received no correspondence from the individual.Customer response
09/29/2021
I have attempted both the unsubscribe feature and sending emails to your support team multiple times over multiple months. Please discontinue sending emails to *********************** immediately. Thanks.Business response
09/30/2021
We at SNOW, always go above and beyond to assist a customer or potential customer with whatever our team can help with. In some cases, we do remove individuals from our mailing list upon request. In any case, one can opt out of emails by clicking unsubscribe at the bottom of any of our marketing emails. With that said this individual is not on any of our mailing lists and none of their information has been able to be traced in our system. Screenshots have been provided previously exhibiting that there is no information found on this individual as well as no correspondence from the individual claiming to have requested to be removed from said list.Initial Complaint
08/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for a Wireless Teeth Whitening Kit (2nd Generation) for $260.49 on March 25, 2021. I had not received the product and it never shipped to me at all for many months, I kept getting emails from them that they were delayed for quality inspections. I finally called customer service to cancel the order on July 29, 2021. They told me I should expect my refund in 3-5 business days. I checked my bank as if today, August 30, 2021, and I do not see their refund at all. My order number #SNOW50580558Business response
08/31/2021
This customer placed their order for the generation 2 kit on March 25th,2021. While it was on back order then, it was projected to ship around this time. Unfortunately, this kept on getting pushed back and eventually the customer cancelled their order with us on July 29th. Normally, refunds are automated when processing a refund in our system. Since this order goes back so over 120 days, it had to be manually processed. The refund was manually processed today, 8-31-21 and now may take about 3-5 business days to reflect. We apologize for the inconvenience.
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Start an OrderCustomer Complaints Summary
265 total complaints in the last 3 years.
236 complaints closed in the last 12 months.