ComplaintsforSkinMedica Inc
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Complaint Details
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Initial Complaint
04/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
When you place an order with SkinMedica/DermAvenue using a credit card they will (per their terms and conditions) pre-authorize a $0.01 charge on your card to be held until the card issuer validates the payment. The $0.01 never went away on my card and when I emailed customer serviced they advised I wait 3-5 business days. 5+ business days past and the charge was not gone from my card and was a finalized charge, not a pending transaction. I ended up having to dispute the transaction with my bank. I know it is only $0.01 so most people probably don't even notice or care, but I am curious how many customer they do this to and get away with it and how much they have profited from keeping the $0.01 pre-authorization charge.Initial Complaint
11/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased an entire skin care system on July 29, 2023 as it was highly recommended to me by a friend. I had used the product and after a few weeks got red blotches on my face. I tried call their cust service line multiple times and was always on hold for a long time. I finally emailed and was one day past the 30-day return window. I explained to the person I spoke to about trying to call multiple times the previous week. She thought it would be a problem, however, I would need to answer some ques for the clinical ***** I had been traveling (without the product with me) but did complete the questions and provided all the lot numbers of each of the products. They then sent me a return shipping label to return the product and I thought I was getting my $705 refunded. I returned the product and now they are telling me I was past the 30 day window to return the product. Why would you send a return shipping label if you did not intend to refund me? This is literally a robbery. They have my $705 and I have no product. If I had know they were not going to refund me, I would have kept the product and sold it or given it to someone. What company would do this? Accept return product and not refund they buyer? This is so wrong.Initial Complaint
07/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
7/3/23 placed an order with Skinmedica, order number ********. I was charged $147.74 for the order which was correct. I as then charged an $26.06 from the same company. I have called 4 times since then including today. and also an online chat and the I get same response each time, that they are still working on it and do not know when I will be receiving my credit for this additional charge.Initial Complaint
03/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
*****Sent on 12/10/22 Hi there,I have purchased TNS+ Advanced Serum from ********** in ***********,******, these were purchased in the Award Winning System bundle as they are my local Alle provider.I have now had 2 bottles with a defective pump. As you can see in the video, one side of the serum doesn't dispense. I have tried to store it normally, ***ide down, etc. and I can still never get the second serum to dispense. Since this is 2 consecutive bottles I believe this is a manufacturing defect and would like to have this replaced. I am missing the value of this product, by not having both sides dispense serum.I included 2 videos below so you have a visual for reference.****Replied on 12/12/22 with my verified order numbers from my Alle account ***Received communication on 12/27.22 that my complaint was going to their product department ***Provided lot numbers on 1/4/23 (with photos)***Have received no response, despite multiple follow ***
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.