ComplaintsforFace Reality Acne Clinic

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I filed a complaint yesterday but I never got an email so I think I might have put the wrong email in. Not sure what to do about that so I am filing a new one. June of 2022 my daughter and I paid $400 to get certified by Face Reality as an acne specialist. They told us for the $400 we could both get certified. They never gave a time limit of when these needed to be completed. We contacted them as we both wanted to get certified and they said we had to do one at a time. And once all the paper work was in for one person then the other person could do it. We submitted it for my daughter and then they told me they would get back to me. I never heard anything. If they sent an email it didnt come through. No one reached out to me. I was leaving a domestic violence situation and since there was no time limit I didnt persue why they didnt get back to me. Last week I contacted them and told them I was ready and they told me I now needed to pay $300 more. That they sent out an email that said that would be their new policy. I did not receive said email had I I would have done what I needed to do. No one from the company contacted me to tell me the change. And even if there was a change that is not the circumstance in which we bought the certification. They should honor what they sold us and they are not. They are now asking for more money. A company should have integrity and honor what they sold. Because they changed terms after it was sold we should be grandfathered in. One of the hardest part is leaving a domestic violence situation and have a company that I trusted break that confidence. It is like abuse all over again.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In June 22 My daughter and I purchased The Face Reality Specialist Certification. We were told that for the $400 we could both be certified. We were the told we couldnt do it at the same time. One had to do it and then the other. My daughter finished it and I started to do it but didnt hear back from them. I was leaving a domestic violence situation and things got crazy which is not on them but that is explaining why it took me a bit to get my certification. But then never sent me how or what to do after we did our part. I reached out to them this week and they told me I would have to pay $300 that they changed their policy. They said they sent something out 6 months ago but I did not receive it. No one reached out to me by telephone or tried contacting me. They are not honoring what we originally paid for. And to note they did not give us a timeline to have to complete the certification course. I would like to be able to get the certification or refund me $300 the amount they are charging me for what I already paid for so I can get certified. I would also like my daughter to keep her certification

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased their acne expert certification program. After completing hours of online training you take a test pass it and get your certificate. Ive reached out multiple times about when will I receive my certificate. I finished the program in May, they sent me a confirmation that it would be sent out ***** business days. After that time passed, I contacted them and they said i should receive it in another ***** business days. All i want is my certificate that I paid $500 for. Every time i contact them they either ignore my messages or say theyre a small business and thats why theyre MONTHS behind. Please help me!

  Business response

  07/07/2022

  We are so sorry to hear of your negative experience with Face Reality. Our records indicate that there has been a misunderstanding on certificate delivery times. As an attempt to rectify this situation, we have sent you a pdf copy of your certificate and upgraded to overnight delivery at our cost in order for you to receive it by the end of the day on Thursday,  7/7/2022.
  
  After reviewing your account, our team saw that you placed your first order for the training on June 3rd,2022.  Please see a timeline of our documented conversations since that date.  
  You finished training and passed the exam with 100% on June 4th, 2022. The Acne Expert Success Team was notified of your exam score and you received an welcome email.
  On June 6th, you inquired about the status of your application.
  On June 7th, the Acne Expert Team sent a response to you and thanked you for the documents uploaded, but we needed the correct tax exemption document.
  On June 8th, you sent in the correct tax exemption document. 
  The Acne Expert Success Team replied back to you on June 9th, after reviewing all documents, with an approval notification.  You were an official Acne Expert on this day.
  On June 27th, you inquired about the status of your certificate and when it would be mailed.  A member of the Acne Expert Success Team replied with an apology and an explanation on why the certificate was delayed.    
  On July 3rd, you inquired about the status of the certificate again, asking when it would ship; however, this was on a Sunday and our Acne Expert Team works Monday through Fridays, and July 4th was a Holiday for our company.
  
  Again, we sincerely apologize for the delay in delivering your printed certificate, we aim to have those sent out within 12 days of your successful account approval, however in this case we clearly missed our goal. We cannot be more excited to have you join the Face Reality Team as an Acne Expert and hope that you will accept our sincerest apologies. We are sorry for any inconvenience this has caused. Thank you for bringing this to our attention, we will continue to improve and supporting you.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On their website they show with shipping your package is supposed to arrive in 2 days. It has been 3 already and tomorrow will be 4. I have reached out to their customer support team just for them to tell me that they can only refund partial of the shipping and that next time I should find a local dealer instead of using their website. The way that they conduct business is very unprofessional and honestly a little scammy. I asked them for a full refund because of the untruthfulness of their shipping times just for them to only refund a $5 shipping difference between the shipping I paid for and their base shipping.

  Business response

  06/29/2022

  Please see attachment.

  Business response

  07/07/2022

  Hi, we are so sorry to hear of your negative experience with your online order from us at Face Reality. Our records indicate that there may have been a misunderstanding on shipping and processing timeframes, as your express shipping of 1-2 days does not account for the time we need to package, label, and ship your order. We can confirm that a courtesy refund has been issued for the difference between expedited and standard shipping to your account.

   

  In reviewing this specific order, we saw that it was placed on May 31^st at 12:42PM PST which falls after our communicated cut off time for same day processing.  The order was processed and shipped out on Wednesday June 1^st. You had selected the express shipment option, with a 1-2 business day delivery timeframe once shipped. This order was delivered successfully on Saturday June 4^th at 1:40PM. The expectations were to receive the order within 1-2 days of placing it, which does not account for the time needed to process the order prior to shipment.

   

  We aim to deliver a positive shopping experience, so we apologized for the misunderstanding, and offered a courtesy refund of the difference between standard and expedited shipping options as a show of goodwill. Unfortunately, this did not meet your expectations and you asked for a full refund of the entire order including the product that has not been returned. We are happy to honor a full return under our policy should you wish to return the item purchased.

   

  All shipping policies, order confirmations, tracking had been provided thoroughly in the communication exchange, but we aim to continue improving how we communicate and manage expectations to ensure a positive customer experience. We are sorry for any inconvenience this has caused. Thank you for bringing this to our attention.

   

*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. ↩