ComplaintsforSNOW Cosmetics LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  on June 03 2024 I ordered 3 items:Electric toothbrush starter kit $58.10 Water Flosser $34.30 Snow Order Protection $3.95 And there was an offer for a free product Charcoal Whitening Floss Picks.The total paid after taxes was $102.73 Their domestic shipping processing times are as stated on their website 2-5 business days.After multiple times trying to contact their support on all the possible plateform from June 8 they finally answered me on June 11 on instagram saying that one product was out of stock (I didn't know at the time I ordered) and they were waiting without informing me. I told them to change the product that was out of stock and send it ASAP.On June 13 I received the package but this time the water flosser $34.30 was missing in the delivery. I contacted them again on instagram and told me that it was an error on their end and they made a replacement with a freebie (an instant brightening purple toothpaste). On June 22 I received the package but with just the freebie and not the water flosser. I then contacted them again on instagram and they told me that the order was split and the water flosser was now in queue for fulfillment which I replied by saying that it's been almost 3 weeks that I ordered and I still don't have a product that I paid for. They answered by saying that if no changes in the status within 2-3 business days, they will initiate a reshipment.It's July 7 and I still don't have any news of that water flosser. I told them I want my money back for that water flosser because I'm done waiting and going in circles.

  

  Business response

  07/12/2024

  Hello,

  We acknowledge the concerns that are shared within this complaint.  Our apologies that it has taken longer than usual or expected for a resolution to be reached.  A review of your account notes that as of July 9th you were assisted by a SNOW Agent for the water flosser refund request to be initiated. The refund should reflect back into your original payment account within 5-7 business days. If you have any issues receiving the refund in time specified, please follow-back up with the last assisting agent by replying to the last existing message thread you shared for faster assistance.

   

  Thank you,

  SNOW

  Customer response

  07/12/2024

  
  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

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered on November 13. 2023. Paid by credit card immediately. I have never received the items. I have spoken with a woman who said the order would be shipped within 3 days. I was to receive confirmation email and tracking number which has not been received. Sent emails and left phone messages. A customer representative emailed me on June 26 and said I would receive a confirmation email and tracking number which again, nothing. It's been over 7 months now. I am beyond frustrated. I want this resolved promptly. Either send the products or refund my money immediately

  

  Business response

  07/08/2024

  Hello,

  Thank you for sharing your SNOW experience and for bringing attention to the oversight for the November 2023 order.  Review of your account does have notes submitted by the last assisting agent for your order having status "Lost in Transit".  The Agent created a replacement order for you on July 3rd.  It does appear that it was not pushed to fulfillment at that time.   However, the order has now been pushed to fulfillment with added instructions to accommodate for the delays thus far.  The Agent has been advised to stay updated on the movements of the order during this process to ensure it does make progress. You can expect to have a follow-up from the Agent to report the actions taken to bring your concerns to a resolution as well. If you have any additional concerns, you may share them with the Agent in a response to their initial message following this review reply.

   

  Thank you,

  SNOW 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a large order with many items about a month ago. I j received my package and only 2 items were in the package when there should have been several more. Their website shows everything was delivered. Well it wasnt. I have tried calling and cant get ahold of anyone, texting, emailingand I cannot get a response. I just want my items or a refund. Im very upset over all of this.

  

  Business response

  06/05/2024

  Hello,

  We acknowledge the concerns that you have shared in this complaint and have reviewed the account for more insights.  Yesterday, a SNOW Agent assisted you.  Further review from the email message sent to you yesterday detailed the reason for the missing items.  You received a partial order because some items were out of stock at the assigned warehouse.  The actions taken to avoid the entire order being delayed was to split your order into separate shipments for what was available.  Pending the remaining shipment to deliver after the newly assigned warehouse completed the fulfillment process.  The shipping platform notes indicate that you are to expect more deliveries soon as tracking is already assigned. You may have already received the email with tracking details.  Our apologies for the oversight, as it seems had you been notified sooner this could have eliminated confusion and concern for your order status.  Please maintain communications with the last assisting agent via the existing email messaging thread.  As of current it does not seem that you have yet replied.

   

  Thank you,

  SNOW

  Customer response

  06/05/2024

  
  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

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 11 2024, I ordered a diamond teeth whitening kit and extra strength whitening pen. They also threw in a free overnight lip treatment. I got the package a couple days later and it was missing the diamond teeth whitening kit, the main thing I wanted. I sent them a support ticket and an email many days ago. To this day, they still did not respond and i cannot get a hold of anyone to speak to. This is extremely frustrating. Like I said in the email, I just want a refund for the missing item.

  

  Business response

  05/24/2024

  Hello,

  Thanks for sharing the concerns you have experienced with the status of your order shipment when you received it.  We have reviewed your account history and can confirm that a SNOW Customer Support Agent has been in contact with you and has already provided a resolution.  If you feel that you need further support, reach back out to the agent that last assisted with your previous concerns. Otherwise, the assisting agent will reach back out to you to allow you a means for further communications regarding any inquiries for their resolution actions taken on your account.
  

  
  Best Regards,

  SNOW

  Customer response

  05/24/2024

  
  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

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on April 23rd. It continues to state paid but unfulfilled. I have emailed them twice to customer support and got no response. I would just like my merchandise. Or a reply. My order number is below. SNOW501487032

  

  Business response

  05/16/2024

  Hello,

  We acknowledge the concerns that are shared on this BBB complaint.  We have taken a review of the order and see that your order has been adjusted due to actions of the agent that provided you with assistance yesterday.  We will continue to work to ensure that you have been resolved fully.  We ask that you maintain communications with the agent assisting you for best updates.

   

  Thank you,

  SNOW

  Customer response

  05/16/2024

  
  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

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife asked for her Mother's Day gift to be a Snow ********* package. I ordered a Advanced Vitamin Infused Whitening Toothpaste - Nighttime Formula / 2 Pack, LED Whitening Electric Toothbrush - Polar Blue, Route Package Protection and was supposed to receive a travel serum as a bonus gift. I place the order on 4.25.24, #SNOW501488617. I have received NO products nor any status updates. I have emailed and sent messages via their chatbot. I called their customer service number only for the message to state there was no one to answer the phone. They even promise to provide updates every 2-5 business days. NOTHING!! My wife would still like the product despite not having received it on time. OR provide me enough $$ to buy the same items on Amazon which seems to have inventory and can deliver.

  

  Business response

  05/15/2024

  Hello,

  We would like to acknowledge your concerns and note that review of your order does confirm that the order is still delayed.  Our apologies that you and your wife have been inconvenienced for her special day. We are gracious that your wife still does want to get her order, so an agent will be assigned to reach out to you with the best updates available for your order status and what other solutions can be offered as a consideration.  If you find that you have additional questions or concerns, be sure to also share them with the agent.

   

  Thank you, 

  SNOW

• Initial Complaint

  05/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered Product from this company for the first time on April 17, 2024. Got a confirmation order right away. They also billed my credit card of ****** immediately. Their website says product delivered between 5-10 days. Received no product. Sent 3 emails and finally received response on May 1st that they would send. They sent the email seen below but if you notice there is no tracking information. When I log on the website they say they shipped my order but there is no tracking information. I have since emailed them 3 times with no response. There is no phone number to call for customer service. Looking at all the complaints on your site, how can they be an A business.In their one email they said I couldn't get a refund until I received the product and returned it. That is impossible if you can't get it.They obviously never sent the product. It is now May 10th and no product and no responses from the company. I have copies of all the emails I have sent. Smile! Your Order Is on Its Way.Hey *****, we've got some good news! Your order ******* have now been shipped!Track Your Package Products Ordered: Travel Serum Quantity: 1 Total: $27.00 Water Flosser Quantity: 1 Total: $49.00 LED Whitening Electric Toothbrush - Polar Blue Quantity: 1 Total: $79.00 *************** (Whitening Toothpaste + Travel Serum)Quantity: 1 Total: $29.99 Order Details:Shipping Information:******************* ********************************************** Tracking Number:None.Track Your Package Please allow some time for the status of the shipment to correctly display at the above address.You will receive a confirmation email when more items from your order have been shipped.Thanks again for ordering from Free **** Strength JustUno - Primary! The SNOW Support Team JOIN THE 4 MILLION+ SNOW FANS ************************************* 2024 SNOW ********** All rights reserved. ********************************************** Terms of Service | Privacy Policy | Return Policy View in Your Browser | Manage Preferences Unsubscribe

  

  Business response

  05/15/2024

  Hello,

  We acknowledge your complaint submission and offer our apologies for the delays you have experienced. We value every customer, one's who have been with us a long time and the ones who are new. Your feedback is thoroughly being reviewed and you can expect that an assigned agent will be in contact with you shortly to discuss what actions will ensue to resolve the concerns that you shared.  Your previous emails that you mentioned were sent to inquire about the status of your order have also been forwarded to the assigned agent to ensure that every concern you've raised will be addressed fully. 
  

  
  Thank you,

  SNOW

• Initial Complaint

  05/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased four items from this company about a week ago and Ive been trying with every effort to return all four items because theyre defective. I had an allergic reaction. Ive emailed them several times only received one response and this response wasnt related to the return this company office guarantee of hundred percent satisfactory or returns, Im very upset because I do not like any of these products theyve given me an allergic reaction and nobody from this company will respond to my concerns about how to go about processing this return to get my money back. I close my receipt that I paid.

  

  Business response

  05/15/2024

  Hello,

  We acknowledge the submitted complaint.  It is unfortunate that you were unable to use the products due to having experienced the adverse reaction.  You mentioned that you have reached out and were not adequately supported for your concerns, as the response seemed off topic.  Our apologies for any inconveniences that were experienced in your attempts at assistance.  An assigned agent will be in contact with you to share guidance on what steps are to follow for such scenarios when an adverse event is experienced. As of current your account does reflect that you have successfully processed a return on the Loop Returns Portal for the order in reference.  If you have any additional concerns or questions, be sure to share them with the assigned agent.

   

  Thank you,

  SNOW

  Customer response

  05/15/2024

  
  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

  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

*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. ↩