ComplaintsforSNOW Cosmetics LLC

Teeth Whitening

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Initial Complaint
03/03/2024
Complaint Type:
Delivery Issues
Status:
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.
Placed an order via Instagram for two items in December 2023. Received the wrong item for one and never received the second item. Email stating second item was delayed. Status now shows delivered but is not correct. Contacted Snow by email several times about incorrect item and undelivered item with no response. I like the toothbrush but it is useless without the correct replacement heads. Very disappointing.
Business response
03/06/2024
Hello,
We appreciate you for your patience with us here at SNOW. Your concerns are acknowledged and taken with full consideration as we review the account and the order tracking history. A SNOW Customer Support Agent will be assigned to further address your concerns and provide you with more insightful details regarding your order. as well as offer a path towards resolving.

Thank you,
SNOW Team
Initial Complaint
03/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
So I ended up ordering a gem one unit way back ago at this point I reached out to the actual company too see what they would be able to do cause I cant actually use the gem one anymore with out the app which they dont support and I reach out about that they offer a few options to fix the gem one problem but they wont or dont get back to me after we discuss the options and its been this way for a good year of this back and forth with them and Im just at a lost at this point
Business response
03/06/2024
Hello,
Thank you for your patience with us here at SNOW. Our Customer Support Team is really good at quickly resolving your specific concern through the warranty claims process. We will have a Customer Support Agent assigned to address your concerns shortly.

Thank you,
SNOW Team
Initial Complaint
02/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 12/19/23, I ordered two Brighten and Whiten Premium Bundles on Order #******* for $258.00. It took two months to receive my package on 2/1/24 and when it came in a small bubble envelope I knew something was wrong. I received the accessories to the bundle (the purple toothpaste and brighten tabs) however, both of the Diamond LED whitening kits were missing. I have called customer service 5 times and no matter which option I choose, it circles back to the menu and drives you to their email address ************************************** I emailed them 4 times over two months with no response to this date. I also tried their chat option which states they will respond to your email and I got no response. Lastly, I tried to ask for a refund but their policy is 30 days from order date. I didnt even receive my product until 60 days after I ordered so Im not eligible for a refund. I would like a refund as these were gifts and Im very unsatisfied with their customer service response.
Business response
02/23/2024
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 are committed to Customer Satisfaction! Once an agent can review your account, they will make contact to offer assistance if they have not already since you submitted this complaint.

Thank you,
SNOW
Customer response
02/23/2024
I appreciate that Snow says I will be contacted and I will wait for contact and a refund before closing out my case. Ive tried 6-8 times to contact them with no response.
Business response
02/23/2024
Hello,
Thank you for the update and for sharing your additional concerns. It does indicate in your message history that the assigned agent has been in contact and a resolution has been processed to resolve your concerns. Continue to allow the agent to provide you with assistance until all concerns have been addressed and you are satisfied at the completion of your resolution.

SNOW Team
Customer response
02/29/2024

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
02/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered teeth whitening kit in November. When I followed up after never receiving it, was told would get it 12/22. Never came. I requested refund. I did get the refund, but that of course also triggered the delivery of the product - but not the complete set. Then I discovered a recurring charge of ~$41 I didn't authorize. I asked my bank to deny all charges. Today I saw an email about another recurring charge. I canceled a subscription I didn't know I had. Horrible service, a fraudulent company.
Business response
02/23/2024
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 are in communication with an agent already and a resolution is in progress. Continue to allow the agent to provide you with assistance until all concerns have been addressed and you are satisfied at the completion of your resolution.

SNOW Team
Initial Complaint
02/19/2024
Complaint Type:
Delivery Issues
Status:
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.
Ive complained about this company once before because it took over a month to receive my order and no one from customer service replies to emails or calls.When I finally received the package, one of the products is expired. SNOW Magic Strips expired 2023/09. I emailed the company and included a photo as proof.No one has replied. I cannot use this product. Id like a replacement sent immediately and a refund.
Business response
02/23/2024
Hello,
Thank you for the update and for sharing your additional concerns. It does indicate in your message history that a SNOW agent has been assisting you with a resolution for the added concerns. Continue to allow the agent to provide you with assistance until all concerns have been addressed and you are satisfied at the completion of your resolution.

SNOW Team
Initial Complaint
02/19/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I placed an order on 1/15 and the website indicates it will be 3-5 days processing. It has now been over a month since my order. I had followed up at 2 weeks and they responded indicating my order would be shipped shortly. They are no longer responding to my messages. I have spent $200 with no product to show for it.
Business response
02/23/2024
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 are committed to Customer Satisfaction! Once an agent can review your account, they will make contact to offer assistance if they have not already since you submitted this complaint.

Thank you,
SNOW
Initial Complaint
02/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a teeth whitening kit in late August. I started having problems with the device a couple months later. I reached out to the organization in January to discuss options under the warranty.I have sent emails on JAN 23, FEB 2, and FEB 8 with the required info and requesting to be contacted. I also called and tried to talk to a representative, but the only option was to leave a message - which I did, and my phone call was not returned. All I want is for the company to engage regarding the warranty. I like the product, I would like it fixed or replaced. This process has been exceedingly poor.
Business response
02/23/2024
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 are committed to Customer Satisfaction! Once an agent can review your account, they will make contact to offer assistance if they have not already since you submitted this complaint.

Thank you,
SNOW
Initial Complaint
02/17/2024
Complaint Type:
Delivery Issues
Status:
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.
Order number #SNOW501387513 made on December 21st 2023 of a total of ***** USD. Still unfulfilled.I made around 10 attempts to contact costumer services with only two attempts reaching a representatives (via Instagram). The first one relaunched my order and the second asked to re-order a second time and subsequently ignored my messages. This company has now had my money for almost two months and keeps having me chase them. At this point I think they should have their licence suspended for fraud.I want a refund now.
Business response
02/22/2024
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 are committed to Customer Satisfaction! There are notes reflected in your account that you were in communications with one of our agents who offered to ****** the order. The agent also noted that the purple serum would possibly be shipped separately due to being out of stock. This communication was dated for ******* 15th. It does not appear that the agent received a response allowing her to move forward with a resolution. Your concerns will again be assigned to an agent so that we can circle back to get to a complete resolution.

Thank you,
SNOW
Initial Complaint
02/16/2024
Complaint Type:
Billing Issues
Status:
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.
Snow charged me for duties on a product, and I happily paid. Then, *** also charged duties & a handling fee. This frustrated me, because I didn't expect it and felt that I'd already paid duties. Upon receiving the product, I saw on the box that it was made in the ** which means there shouldn't be any duty on the product due to NAFTA. I've been charged $80 in shipping & fees on $97 worth of product. I'm happy to pay some taxes and fees, but not more than what I owe and definitely not as a surprise like this. If I'd known this was a possibility, I would have used my regular cross-border broker who absolutely does not get me charged duties on NAFTA duty-exempt items (anything made in ***/******/******) and would have only charged me $7 to bring the items over the border.... not over 10 times that, like what I've paid. To resolve the issue, I've emailed support (no answer for 16 days), followed up with emailing support again (no answer for 2 days), called support (the line just disconnects), and tried every option in their "live chat" in attempts to reach a person but it just tells me to email them.
Business response
02/22/2024
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 are committed to Customer Satisfaction! Once an agent can review your account, they will make contact to offer assistance if they have not already since you submitted this complaint.

Thank you,
SNOW

Customer response
02/22/2024
My issue has not been resolved and I am still awaiting a response.
Business response
02/23/2024
Hello,
Thank you for the update and for sharing your additional concerns. It does indicate in your message history that the assigned agent has been in contact and a resolution has been processed to resolve your concerns. Continue to allow the agent to provide you with assistance until all concerns have been addressed and you are satisfied at the completion of your resolution.

SNOW Team
Initial Complaint
02/16/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I’ve placed multiple orders from SNOW in the past & always loved the products. Unfortunately, I reached out to them again in Nov 2023 regarding an order placed in March 2022 totaling $167.65 (order **************. single order but for whatever reason SNOW charged my CC in 2 separate charges of $136.22 and $31.43). I never received the products, but that was not the issue. The company could see by the tracking that my order was never fulfilled and never even left their warehouse, and said they would cancel/refund my order and told me it could take 5-10 business days. Once that time had lapsed and I still had not received the refund I engaged with them again and was told they refunded & I needed to contact my bank. Chase confirmed I never received any refund from SNOW (and have done so again many times throughout this ordeal). I’ve engaged with them endlessly through email, and then on social media when I stopped getting responses through email or it would take them 1-2 weeks to respond. At this point I’ve basically been told I’m out of luck because they’ve issued the refund even though I’ve sent screenshots and any other proof I can think of that the refund was not received and now will not be given a response. I’ve even reached out to the CEO on LinkedIn/FB/IG but received no response. I genuinely hate that it has gotten to this point because it has caused a lot of unnecessary stress and frustration and I am not one to complain. But with that being said, $167.65 is a lot of money to just be out of because SNOW just simply says “sorry, don’t know what to tell you because we refunded it” when I’ve verified and clearly shown it was not received. I truly love SNOW products, but this ordeal has been so frustrating and I just want help getting my refund.
Business response
02/22/2024
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. SNOW 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 are committed to Customer Satisfaction! Once an agent can review your account, they will make contact to offer assistance if they have not already since you submitted this complaint.

Thank you,
SNOW
Customer response
02/24/2024
Good morning, your response stated that you are working diligently to rectify the issue with me not receiving my order or my refund, but unfortunately that is not the case. The only thing I have been receiving from SNOW when I do get a response is you all just repeating that you have sent the refund, the refund has been processed on your end, etc. etc. despite my countless screenshots, messages, bank statements showing that it has never been received. You repeating this The same message over and over is not trying to correct the issue when it has not been 1.5 months since you say you originally sent the refund on January 11. I am not feel I am asking for too much. I simply want the nearly $200 in product or refund on products I paid for yet never received from your company.
Business response
02/28/2024
Hello,
Thank you for the update and for sharing your additional concerns. We have submitted your account for further review with our Escalations Team. Once your refund status is determined you will receive a definitive timeline for when to expect it back. The last Agent to assist you will be in contact. Continue to allow the agent to provide you with assistance until all concerns have been addressed and you are satisfied at the completion of your resolution.

SNOW Team
Customer response
03/04/2024
Good afternoon,
Message received that the issue has been escalated for review. I have not been contacted by anyone regarding my refund, so I am not willing to submit that I am satisfied with the outcome and allow the BBB case to be closed. If the issue is finally resolved and my refund is received, I am happy to do so. Thank you.
Customer response
03/08/2024
Good evening,

I responded today to the company I have my complaint (*********) with and stated I had not received any reimbursement or that no one had reached out to me yet so I would be keeping the complaint open until then. I actually received a $200 Visa gift card in the mail this evening and after searching around trying to figure out where it came from, I found an email from SNOW from last Friday stating they were going to be sending me a $200 visa gift card because they were able to see I never did receive my refund as I had been telling them all this time. I tried to do an update on the BBB page but it said it was back with you all and I couldn’t update at this time. Is it possible to get it back to me or change my message from today to reflect that I received this gift card this evening? Thank you in advance for your help.

*******

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