Complaints

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:02/29/2024

  Type:Billing 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.

  Today,I received a package containing make up that I definitely did not order that had been charged to my credit card. When I finally found a phone number call the company, C******** *********, there was no way to talk to a customer service employee, only to leave a voice mail and the call would be returned. After leaving several messages of course no one called back. After wondering how they got my credit card information I looked back on my credit card statements to realize that I had ordered cosmetics almost two years ago from a company called Perfect Pigment. Perfect Pigment had changed the name of the company to C******** *********. These scammers had taken my old information to fraudulently place the current order. I am a senior citizen and need to have this charged removed asap. To send it back I would have to pay shipping and handling charges which I refuse to do. I would like to add my name to any class action suit available.

  Business Response

  Date: 04/02/2024

  The shipped merchandise in dispute was confirmed delivered on February 27, 2024 at 12.02 PM by the United States Postal Service. The customer never called to cancel or customize her future shipments, nor did she return the shipment confirmed delivered.  The customer did call after receiving the February 27 shipment at 5:08 pm February 27, 2024. The customer has received a full refund from her credit card company for a chargeback filed on 3.19.2024. The customer is still in possession of the delivered merchandise, and no returned merchandise has been received to date.

  The customer did not receive any of the subsequent auto delivery shipments because her credit card declined on several of her future shipments. However, an automatic email was sent to the email the customer provided 3 days prior to each attempt to process her subscription, and another email would have been generated regarding each of the credit card declines. We still never heard from the customer to make any changes.

  The customer’s order was placed through our toll free 800 automated ordering service. The TV infomercial advertising the 800 number outlines the terms of the offer; price, auto delivery, 30 day money back guarantee, free gifts, etc. At the beginning of the automated ordering process, the customer is given three selections. Once they select “Order” they hear the “Order” message below. This occurs BEFORE ANY CREDIT CARD INFORMATION is accepted; the recording states ALL the information below in the first 30 seconds of the call. In the event the customer does not remember they accepted receiving a new color palette every sixty days we send them a reminder on their packing slip; with the initial order, and every subsequent order.

  Order-1
  Great! You're one of the first 500 callers. Today, you’ll receive your Perfect Pigment, full size, 7 piece kit with a FREE travel size mineral mist for just two easy payments of $19.95 plus $7.95 shipping, along with our 30-day money back guarantee of the purchase price. You'll also receive a new color palette every sixty days at this amazing price and you can cancel or customize your shipments at any time!

  C******** ********* / Perfect Pigment is the legal entity for the Company. There is no fraud or scam as we have been in business since 1999. If the customer did not open the box she can refuse the shipment without incurring any expense by giving it back to her mail-carrier or dropping it at the post office. If she did open the box and would like a return label, please let us know and we will be happy to email it to her.

  Respectfully,

   

  C******** *********

• Initial Complaint

  Date:09/28/2023

  Type:Billing 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.

  Consumer ordered an item in May which she received. In July she was charged for another order that she did not place. The order was also not received. She contacted the business and they told her when she placed the first order she was set up for a subscription which she was not ware of. She let them know she did not receive the package, they told her to call the post office but the post office told her the tracking number was invalid. The consumer received another box today, she called them and they told her once she sends it back and they receive it they will credit her account.

  Business Response

  Date: 11/03/2023

  We spent SO much time trying to help F***.  Originally, she said she returned the July shipment to a Florida address. USPS tracking showed it was delivered to her address, and we gave her the tracking by phone to follow up with her post-office. If it was invalid it was because she wrote it down incorrectly or the postoffice entered in incorrectly. It was generated by USPS and was 100% valid. She also told us she has 80 plus units in her building and packages are stolen frequently. She finally found the package and refused it. We received the shipment last month, refunded her in full, and followed up with an email to let her know the credit has been issued. 

• Initial Complaint

  Date:06/13/2023

  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 returned an order as the instructed me to do to receive my refund two months ago and I still have not received my refund

  Business Response

  Date: 07/21/2023

  The customers order was processed and shipped on May 12, 2023. She emailed the following day and requested to cancel. She was advised to refuse the shipment if she did not want it, which she did, and we refunded the return upon receipt.

  thank you,

  Christina Cosmetics

• Initial Complaint

  Date:02/28/2023

  Type:Billing 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.

  cancelled membership follow policy rules emailed cancellation 2/4/23 received acknowledgment from Christina Cosmetics perfect PIGMENT the same day 2/4/23 verifying my email stating my formal request to cancel. This was 16 days prior to date of auto delivery an date contracted permission to debit my bank acc. However, even though, this co. responded acknowledging my request in writing 2/4/23. It was disregarded debiting $31.19 from my acc. 2/14/23 ten days after the fact knowing I did not want to continue membership,.I cancelled they noted this the same day! I did not AUTHORIZE additional auto pay from my acc. I did not owe for the one time purchase I paid via there "2 payment plan" 1st payment debited 12/19/22, the 2nd 1/19/23 balance paid in full. many times I've emailed since discovering ILLEGALLY debiting my acc. $31.19, 5 days earlier then original date contracted POST CANCELLING MEMBERSHIP. CHRISTINA COSMETICS PERFECT PIGMENT HAS NOT had the decency to respond. I don't understand. I did nothing wrong even thanked them when reciprocating the same day, acknowledging my statement as of 2/4/23 my membership is terminated as of today. In writing, as advised within policy rules of CHRISTINAS COSMERICS PERFECT PIGMENT CONTRACT.. I HONORED insofar, complete payment of product delivered. The protocol to cancel "anytime"' per instructions, I am cancelling membership.. As I said, my many emails protesting literally stealing my money wanting it refunded....have not received response since 2/4/23 acknowledging via email receiving my email that I am cancelling membership, obviously future shipments of products. This company violated there own words stated in policy/contract,

  Business Response

  Date: 03/29/2023

  The customer received an automatic reply to her email on 2.4.23. We did respond to her and instructed her to return the shipment for a full refund. We always send a friendly reminder on every packing slip in case customers forget about their subscription. Her subscription was sent on time following her original 12.16.2022 phone order. Please see email correspondence below: 

  Re: CHRISTINA COSMETICS 
  
  From Ca******* ************ <*********@gmail.com> on 2023.02.21 03:21 PM
  
  Great, thank you so much! 
  
  On Tue, Feb 21, 2023, 12:37 PM <[email protected]> wrote:
  Hello C****,
  We apologize for the late reply.  If the package you received is not open you can refuse the shipment at no cost to you. USPS will use our return address and tracking to deliver your refused package to us. Simply write "Refused" on the box next to the label and give back to your mail carrier or drop at your local post-office, otherwise we will be more than happy to send you a return shipping label and refund your account in full 
  Your account is canceled. Cancel confirmation number: 566208
  Thank you,
  
  Customer Service
  
  ChristinaCosmetics.com

  Her return was received and a full refund was issued on 3.3.2023.