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:12/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of the trnsaction - 06/14/2024. Without my knowledge, money was withdrawn $79.20 from my bank card for an order SPWY502335 that I did not order.On June 14, I sent an email to email address Westmore Beauty requesting a refund for order SPWY502335 in the amount of $79.20. The amount of $79.20 was withdrawn without my knowledge from my bank account on 06/15/2024. I did not open the product and the package marked "refused" was returned. As of today, I have not received a refund of $79.20.

  Business Response

  Date: 12/23/2024

  **** *********
  *********************************************************
  
  Date: 12/18/2024
  
  Complaint ID: ********
  Order Number: SPWY502335
  
  Dear Ms. **********
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Westmore Beauty May 15, 2024.  With this order the "Subscribe and Save" option was selected prior to checkout. This option includes a 20% discount off our retail pricing, free s&h, and an agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership. Information regarding the terms of the purchase is provided on the website before any personal information is entered and in your initial order confirmation email.  We regret if it was not your intent to select this offer.
  
  Your initial order of Body Coverage Perfector Golden Radiance was shipped May 16th for a total of $67.32 and billed in full at that time to the credit card provided.
  
   On June 14, 2024, per the terms of your purchase, your 2nd shipment a replenishment of the Body Coverage Perfector Golden Radiance was sent as scheduled for a total cost of $79.20.
  We apologize our records do not reflect that your email dated June 14th reached our customer service team.   If it was sent in response to an unmonitored promotional or confirmation email addresses then an automatic response is sent to advise of this which also provides our contact information.
  
  On June 16th your 1st shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund of $67.32 was issued.
  
  On June 21 your financial institution reversed $32.87 of the payment for your 2nd shipment.  Rather than contesting your dispute, this chargeback was accepted as a partial refund since tracking information for your order indicated it had been refused.  The remaining $46.33 would be refunded was the return was received.  Please be advised, returning a product via "Return to Sender" without verifiable proof of mailing,oftentimes results in a package never being received back to our facility to process a return credit to clear any balance owed.  Your account was cancelled at this time.
  
  On August 28, we received your email inquiry about your return.  A response was sent advising that we dont recommend refusing a shipment since it can take longer to receive and process refund.  At that time your account did not reflect that the 2nd shipment return has been received.
  
  Although our records do not indicate that your 2nd shipment return has not been received to present date,the remaining refund of $46.33 was issued on December 11, 2024.
  
  Your Westmore Beauty subscription remains inactive with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22675977
  
  I am rejecting this response because: 

  ***?more Beauty stated in its letter that

  "On June 21 your financial institution reversed $32.87 of the payment for your 2nd shipment. Rather than contesting your dispute, this chargeback was accepted as a partial refund since tracking information for your order indicated it had been refused."
  
  I officially declare that the refund in the amount of $32.87 has not arrived in my bank account at ****************
  
  I request a refund of the remaining amount of $32.87
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 01/15/2025

  **** *********
  **********************************************
  
  Date: 1/14/25
  
  Rebuttal Complaint ID ********
  Order Number: SPWY502335
  
  Dear Ms. **********
  
  Thank you for the opportunity to respond.
  
  As you quoted from our previous response, we received a chargeback (payment reversal) from your credit card for the amount of $32.87 on June 21st.  Since we did not contest this chargeback the initial credit that your financial institution applied when you disputed the charges should still be reflected on your credit card statement around that date.  We are unable to refund that amount since it was already reversed.
  
  Unlike the refund of $46.33 that we issued on December 11th the description of the chargeback transaction in June may not reference Westmore Beauty.  Depending on your financial institution policies/practices the chargeback may be described as a miscellaneous credit or similar.  We recommend contacting your credit cards issuing bank to confirm that the $32.87 payment reversal(chargeback) was credited to your account.
  
  Your ********************** subscription remains inactive with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22675977
  
  I am rejecting this response because:

  I contacted the ***************, the amount of $32.87 did not arrive on my account.

  Please, return the remaining amount of $32.87, which has not been returned to date by Westmore Beauty

  
  Sincerely,
  
  **** *********

  Business Response

  Date: 01/28/2025

  **** *********
  ************************************************
  
  Date: 1/27/25
  
  Rebuttal Complaint ID ********
  Order Number: SPWY502335
  
  Dear Ms. **********
  
  Thank you for the opportunity to respond again.
  
  After another review of your account and our records the $32.87 in question is still showing as a payment reversal/chargeback by your credit cards issuing bank due to your dispute on June 21st..  We accepted that reversal since tracking information for the order indicated the shipment had been refused.  Since we did not contest the dispute it was settled in your favor and the chargeback (credit) the bank issued you in that amount, $32.87 when you filed the dispute should still be reflected on your credit card account.
  
  There was an additional dispute received June 19th for $67.33 the cost of your initial order.  We contest this dispute since this shipment had been returned to ** and a refund issued on June 16th.  This disputed was settled in our favor and the chargeback of $67.33 was reversed.
  
  We recommend that you speak your financial institution again and ask specifically for all the information regarding your disputes and chargebacks separate from the refunds we issued you directly.  You can ask the bank to confirm the status of each chargeback:
  
  The $67.33 should show as reversed since dispute was settled in our favor because the cost of the shipment (less s&h) was already refunded due to your return.
  The $32.87 chargeback issued around June 21st should show as uncontested by us and therefore the initial credit (payment reversal) issued by bank should still be reflected in your account.
  
  If the bank records instead reflect that the $32.87 chargeback was reversed and the funds returned to us then please provide that information (a copy of your statement from the bank showing the initial chargebacks and the reversal) to us via another rebuttal to this complaint.
  
  Your Westmore Beauty subscription remains inactive with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  ************** Operations Director

  Customer Answer

  Date: 01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  This is because *************** finally credited my bank account with the remaining amount on 01/24/25. I would like to take this opportunity to thank BBB for their assistance in getting my money back.
  
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:11/26/2024

  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.

  IN THE MONTH OF SEPTEMBER I ORDERED THE BODY COVERAGE FROM WESTMORE COMPANY.THE AMOUNT WAS TAKEN OUT OF MY BANK ACCOUNT AND YET I HAVE NOT RECIEVED THE PRODUCT. WE ARE IN THE MONTH OF NOVEMBER 26TH, 2024. I KEEP HOPING THAT IT WILL ARRIVE:( I AM HOPING BY REACHING OUT TO YOU THAT THIS WILL BE TAKEN CARE OF.I WOULD LIKE THE PRODUCT SHIP ASAP OR MY MONEY BACK.****** *****

  Business Response

  Date: 12/04/2024

  ****** *****
  ***********************************************************************
  
  Date:12/03/2024
  Complaint ***********
  Account *****************
  
  Dear Ms. ******************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We regret that you have not received your September order as this is the first we learned of the situation.  Our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account prior to receipt of your Better Business Bureau complaint. Our website offers options to contact us via email, phone, or chat:we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  After reviewing your order information, we were able to confirm that it was shipped September 25th but per **** tracking # ************************** delivery is still pending.  It appears the shipment has been lost.  We apologize for any frustration this may have caused.
  
  A refund of $64.13 has been issued.  Please allow 3 5 business days for the funds to post.
  
  If you have any additional questions or need further assistance please contact our customer service team at ************* EST 9am8pm or via the live chat option on the website.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  

• Initial Complaint

  Date:10/28/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 ordered the product on October 5th, but two weeks later, my order was still pending. On October 19th, I reached out to their customer service department to cancel my order since it was not processed. On October 24th, they charged my account for the product, and the order still says pending. I contacted them again on October 24th to say that I cancelled the order on the 19th, and that I was charged anyway, and I dont want the product and would like a refund. Each email says that someone will reach out within 48 hours. I have never received a response to my cancellation request, nor a request for a refund for a charge that was processed AFTER cancellation, and they have not issued a refund. Very disappointed that this company floods social media with ads but then has non responsive customer service and still processed my payment after I withdrew my order. I placed this order 20 days ago and now Im out of my money, no product, and no response.

  Business Response

  Date: 11/01/2024

  ******** *******
  *********************************************************
  
  Date: 11/1/24
  
  Complaint ID: ********
  Account Number: **********
  
  Dear Ms. ********************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  Our records indicate that fulfillment of your Westmore Beauty order placed October 5th was delayed due to a temporary inventory shortage.   The order began processing for delivery on October 18th before we received your email dated October 19th requesting cancellation.  Please be advised, orders which have been processed for delivery cannot be prevented from shipping.  The order left our warehouse on October 20th and your payment charged the following day.
  
  We regret to learn that you did not receive a follow-up email to your initial request but only shipment confirmation.  We see from the screen shots you included that you received a system generated automatic response to your initial request which included a link to contact customer service directly through our Live Chat option.  If customers respond to any email addresses that are not monitored daily such as no-reply promotional or order confirmation email addresses,this automatic response is sent to provide our contact information if a customer request needs immediate attention.
  
  As we strive to provide only the highest quality products and services, we regret that your experience with us did not meet that expectation: we would like to apologize for any frustration you've experienced as a result.  As a gesture of goodwill, a refund of $89.49 has been issued.  Please keep the shipment free of charge, as a token of our apology.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 11/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising 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.

  9/26/2024 $77.17 My account was billed for an auto delivery that I did not request. I contacted the company to get a refund and cancel the service. They said the product had already shipped and I could return it to receive the refund. I have since tried to get a return address without any success. When emailing for the address it is asking for an invoice number and upon opening the package there is no invoice with the product. I last emailed the company 10/4/2024 and have not gotten any reply.

  Business Response

  Date: 10/15/2024

  ****** ******
  *******************
  **********************
  
  Date: 10/15/24
  
  Complaint ***********
  Order Number:SPWY593721
  
  Dear Ms.******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Westmore Beauty Cream to Water Moisturizer and Body Coverage Perfector on August 26, 2024, to be replenished every 30 days. While we also offer the option to purchase Westmore Beautyproducts at retail pricing without subscription, with your initial order the "Subscribe and Save" option was selected prior to checkout. This subscription offer includes 20% off retail price for the items, as well as free s&h, and includes your agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership.Information about this membership offer is reiterated in the shopping cart at checkout prior to any personal information entered, and again before an order is submitted.  We do make every effort to be forthcoming regarding our promotions and offers for Westmore Beauty, and regret if you found the offer unclear in any way.
  
  Your initial order of a promotionally discounted offer for a Golden Radiance Body Coverage Perfector and Cream to Water Moisturizer was sent August 26, 2024, for a total cost of $77.17 which was charged in full at the time of shipping to the credit card provided.
  
  On September 25, 2024, your first automatic replenishment shipment was sent as scheduled, for a total of $77.17 which was charged in full at the time of shipping.
  
  On September 26, 2024, your subscription was cancelled per your Live Chat request stopping any future shipments.  Return instructions were provided via chat and are also available on our website.  We regret to learn you had difficulty finding the order number for your return.  You are correct that an invoice is not included with the shipment, instead the order number, tracking information, etc. is supplied is an order confirmation email generated for each shipment.
  
  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  Although our records the 30-day Money Back Guarantee has now expired for your replenishment shipment, as a gesture of goodwill a refund of $77.17 has been issued.  Please allow 3-5 business days for the funds to post.
  
  Your Westmore Beauty subscription remains inactive with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  
  

• Initial Complaint

  Date:09/23/2024

  Type:Sales and Advertising 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.

  On 9/22/24, my account was charged $41.00 for a purchase that took place on 8/23/24 that I did not make or authorize. I contacted Westmore Beauty to find that I was enrolled in a monthly subscription without my consent. I have ordered products from this company for over a year and recently had to have a productreplaced due to ants being in the box and ruining my order; however, I have never authorized a subscription, nor set up an account, as I always log in as a guest. I spoke with a customer service representative, who tried to explain to me that I had signed up for subscription that I did not. Only after 10 minutes of speaking with the representative, as well as alerting her that both my bank and the BBB were gong to contacted, was I finally told that my subscription was canceled and that I would be refunded.

  Business Response

  Date: 10/04/2024

  Kendria Brown
  3019 Tammaway Dr
  Midlothian, VA 23112
  
  Date: 9/25/24
  
  Complaint ID: 22321093
  Order Number: SPWY591607
  
  Dear Ms. Brown,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records does confirm that you have placed 4 orders for Westmore Beauty products since September 3, 2023.  The first three orders were one-time purchases.  The 2nd and 3rd orders reflected special single use discount coupons usually sent via email offers to previous customers. These can be used to occasionally offset the regular retail pricing normally charged for one-time purchases.
  
  On August 23, 2024, our records reflect that you placed an order online for a Body Coverage Perfector.   With this order instead of a using a coupon the "Subscribe and Save" option was selected prior to checkout. This option includes a 20% discount off our retail pricing, free s&h on your first order, and an agreement to receive automatic shipments (every 30 days) until you contact customer service to cancel or make changes to your membership.   Information about the subscription is provided in the shopping cart before any personal information is entered.  Also, when a subscribe & save offer is selected then directly above the Pay Now button it states: “One or more items in your cart is a deferred or recurring purchase. By continuing with your payment, you agree that your payment method will automatically be charged at the price and frequency listed on this page until it ends, or you cancel.”  We regret if it was not your intent to select this offer.
  
  On September 22, 2024, your automatic replenishment of Body Coverage Perfector was shipped as scheduled for a total cost of $41.55. 
  
  Also, on September 22nd per your LiveChat request your subscription was cancelled.  The replenishment shipment and charge was explained.  As an exception to our advertised policy a request to refund this order without receipt of a return was forwarded to our support team.
  
  On September 23, 2024, a refund was issued.  A supervisor sent an email confirmation and left a voicemail message informing you of the refund.
  
  Your Westmore Beauty® subscription remains cancelled, with nothing further to be automatically shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director

  Customer Answer

  Date: 10/05/2024

   
  Complaint: 22321093
  
  I am rejecting this response because I did not place an order on August 23, 2024. My original order had ants in the box, ruining the purchase.  I was sent a second order in August to replace the first one. I never subscribed to anything,  nor did I place an additional order. Though I appreciate you refunding me, I also want it to be know that the confusion came when I initially addressed the damaged package. I have not placed an order since that package was sent, and a subscription was not selected when that occurred.  

  
  Sincerely,
  
  Kendria Brown

  Business Response

  Date: 10/18/2024

  Kendria Brown
  3019 Tammaway Dr
  Midlothian, VA 23112
  
  Date: 10/16/24
  
  Complaint ID: 22321093
  Order Number: SPWY591607
  
  Dear Ms. Brown,
  
  Thank you for the opportunity to respond.
  
  We regret any confusion regarding your order history.  As stated previously, on August 23, 2024, our records reflect that you placed an order online for a Body Coverage Perfector as a "Subscribe and Save" purchase which lowered the price from $49.00 to $39.20.  This order also included a Body Coverage Mitt for $12.00.  An order confirmation email was sent for this purchase (order # SPWY570673) and would have included the terms of the subscribe & save for the Body Coverage Perfector.  Prior to the August 23rd order the last order placed was July 17th which included the Body Coverage and a Hair Coverage Root Concealer, delivered on July 23rd.
  
  We received your call on August 30 advising that you had just received a shipment (order # SPWY570673) and discovered ants in the box.  A replacement (order# SPWY575043) was processed and shipped that day.  Replacement orders are not placed via the online store but generated as this one was from the existing fulfilled order.  Per USPS tracking the replacement order was delivered September 7th.
  
  As you stated, you have not placed any additional orders since the replacement order was sent August 30th.  The order that shipped on September 22, 2024, was the automatic replenishment of Body Coverage Perfector sent due to the subscribe & save order placed online August 23rd.   The subscription was cancelled when you contacted us regarding the charge.  A refund was issued on September 24th as a courtesy with a return.
  
  Thank you for the additional feedback. We appreciate your decision to purchase our Westmore Beauty products and regret any confusion cause due to the last purchase. 
  Rest assured your Westmore Beauty® subscription remains cancelled, with nothing further to be automatically shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director

• Initial Complaint

  Date:09/23/2024

  Type:Sales and Advertising 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.

  July 2024 ordered product and brush Received emails about product being shipped then arrived. No product ever showed. I immediately wrote to customer service who first said could not find my order, next email **** to them repeating order number and requesting refund They write back sorry too late as order has been delivered. Wrote back to them again noting nothing received. It was just a back and forth same responses. Then the last message I get is sorry you are past the 30 days for any refund.!!Awful customer service. My last email back was to tell them this must be a scam and I was reporting them.

  Business Response

  Date: 10/04/2024

  Susan O'Connor
  5910 SW Ralston Dr
  Portland, OR 97239
  
  Date: 9/25/24
  
  Complaint ID: 22320569
  Order Number: SPWY567817
  
  Dear Ms. O'Conner,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  We regret to learn that you never received your initial order placed online August 19th.  The shipment was sent the following day, August 20th, for a total cost of $102.90 which was charged in full to the credit card provided.
  
  Your account reflects a different name as the recipient of this order and a ship to address that differs from the one provided with this complaint.   Per tracking information USPS attempted to deliver your order to that address on August 26th.   They were unable to complete the delivery due to an incorrect address.
  
  Our records reflect that we responded to your email received August 30, informing you of the delivery status.  You were asked to verify the correct ship-to address so a replacement order could be sent.  Please be advised that our records do not reflect any additional email received in reference to your account since August 30th.   If you contacted us through the online Chat option September 20th or after and the interaction was with the automated system, you would have been informed correctly that the 30-day Money Back guarantee had expired for that shipment.   We apologize for any frustration this may have caused.
  Although the shipment being returned to sender by USPS has not yet reached us a refund of $102.90 has been issued, please allow 3 -5 business days for the funds to post.
  
  Since your order was a one-time purchase without a subscription, there are no future replenishment shipments scheduled.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair 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 did a one time purchase of their product somehow I was put on a reoccurring purchase plan. I tried to call customer support. They did remove me from the reoccurring plan, but did not refund the money. She stated the product was already sent out and I would have to return it and pay for shipping For product I did not even order

  Business Response

  Date: 09/02/2024

  ***********************
  ***************************************************************************
  
  Date: 8/30/2024
  
  Complaint ***********
  Account *****************
  
  Dear ************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Westmore BeautyBody Coverage Perfector on July 23, 2024, to be replenished every 30 days.
  
  We do make every effort to be forthcoming regarding our promotions and offers for Westmore Beauty.  While we also offer the option to purchase Westmore Beauty products at retail pricing without subscription,with your initial order the "Subscribe and Save" option was selected for the Body Coverage prior to checkout. This subscription offer includes 20%off retail price ($49.00) for that item, as well as free s&h, and includes an agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership. Information about this shipping scheduled is noted in the shopping cart at checkout prior to any personal information entered, in the order confirmation email and directly above the Pay Now button its states: One or more items in your cart is a deferred or recurring purchase. By continuing with your payment, you agree that your payment method will automatically be charged at the price and frequency listed on this page until it ends, or you cancel. All cancellations are subject to the cancellation policy.   We regret if it was not your intent to select this offer, however your authorization of future automatic shipments of the Body Coverage and associated charges was provided when you finalized your order.
  
  On July 24, 2023, your initial order of the Body Coverage Perfector and a Blend & Blur Brush was sent for a total cost of $86.92 (including $7.54 CA sales tax) which was charged in full at the time of shipping to the credit card provided.
  
  On August 22, 2024, your 2nd shipment (the first automatic replenishment) of the Body Coverage Perfector was sent as scheduled for a total cost of $42.92 (including $3.72 CA sales tax) which was charged in full at this time.
  
  Per your phone and email requests received August 23rd,your subscription was cancelled.  Information was provided regarding the order in transit, the available 60-day Money Back Guarantee and return instructions.
  
  On August 28, 2024, your financial institution reversed the payment of $42.92 for your 2nd shipment.While this chargeback created a credit in your favor with your financial institution, it restored the amount of $42.92 as due since the order had not yet been returned. As an exception to our advertised MBG the payment reversal was not contested.  Therefore the $42.92 was refunded via the chargeback prior to the receipt of your return.  
  
  Your Westmore Beauty subscription is cancelled, with nothing further to be shipped or billed.   No refund is for the reasons stated above.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  
  

• Initial Complaint

  Date:08/12/2024

  Type:Customer Service 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 had no idea , this was an open accountI only thought I was ordering for one item only , not an ongoing account. I would like my account **************************** is impossible to contact

  Business Response

  Date: 08/21/2024

  *******************************
  **********************
  Apt 2112
  *****************
  
  Date: 8/19/24
  
  Complaint ID: ********
  Account Number: **********
  
  Dear ************************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect your enrolled online for automatic shipments of Westmore Beauty on April 5, 2024, with a special discounted subscribe & save offer for our Body Coverage Perfector to be replenished every 30 days.
  
  We do make every effort to be forthcoming regarding our promotions and offers for Westmore Beauty.  While we also offer the option to purchase Westmore Beauty products at retail pricing without subscription, with your initial order the "Subscribe and Save" option was selected prior to checkout. This subscription offer includes 20% off retail price for that item,as well as free s&h, and includes agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership.Information about this membership offer is reiterated in the shopping cart at checkout before any personal information is entered, and in order to finalize their membership purchase online, customers must also check a box that affirms their agreement to the provided terms and conditions of the purchase. We regret if you found the offer unclear in any way.
  
  Your last shipment (a 3.5oz Body Coverage Perfector) was sent August 8, 2024, for a total cost of $42.69 (including $3.49 Ga sales tax) and billed in full at the time of shipping.
  
  On August 12, 2024, your subscription was cancelled per your phone request.  Return instructions were provided for you to take advantage of the 30-day Money Back Guarantee.  We regret to learn that you had difficulty contacting us Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  As a gesture of goodwill, a refund of $42.69 has been issued prior to the receipt of your return.  Please allow 3- 5 business days for the funds to post.
  
  Your Westmore Beauty subscription remains inactive with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:07/16/2024

  Type:Delivery 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 had a text offering 40% off and my order would indicate the discount , then when i checked out it changed back to regular price. I tried to contact Westmore Beauty several times thru text, chat, etc., but no response and none of the customer service numbers ever worked. Please help resolve this issue. This company has a tricky check out system and keeps changing the order unilaterally.The 40% off code was BCP40. I did receive the discount on one tube of product but charged full price on the other tube. I wouldn't have ordered 2 tubes without the discount. Very deceptive advertising.

  Business Response

  Date: 07/23/2024

  ***********************
  ************************************************************
  
  Date: 7/22/2024
  Complaint ID:  ********
  Account Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  The BCP40 discount code you received was for 40% off the purchase of one Body Coverage Perfector that is why the discount was only applied to one of the items you purchased on July 12,2024.  We regret if you found the offer unclear in any way.
  
  We regret if you experienced any difficulty contacting us via the email, or chat options provided at our website, or by phone as these channels have been regularly tested without issue.
  
  As a gesture of goodwill, a refund of $39.60 (40% off the second 7oz Body Coverage perfector) has now been issued.  Please allow 3-5 business days for the funds to post.
  
  We appreciate your feedback, as we strive to provide the highest quality products and service.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 cover up lotion (does not work just makes your skin orange). Completely false advertising. I returned it. They are refusing to give me a refund and are refusing to send me my lotion back. Now Im out of money and product. I have been going back and forth with customer service for over 2 weeks now, getting nowhere. If they dont want to give me my money back, at least give me my terrible product back.

  Business Response

  Date: 07/02/2024

  *************************
  *************
  ****************
  
  Date: 6/27/24
  
  Complaint ID: ********
  Account Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you placed an online order Westmore BeautyApril 19,2024.
  
  The order was shipped April 23rd with the full cost of $53.65 billed at that time to the credit card provided.
  
  On April 29,we received your LiveChat asking about refund policy.  Information regarding the 30-day Money Back Guarantee and return process was provided.
  
  On June 18,2024, we received your Chat inquiry about the return.  At that time your account did not reflect any returns.  You provided the tracking number 9400 1091 0967 4008 0319 61 which indicated that your return had been received at the warehouse on June 6, 2024, after the 30-Day Money Back Guarantee had expired.  An offer to forward your request for a refund to a supervisor was accepted.  We regret to learn that an error occurred when the request was submitted.  It did not reach the support team for review.
  
  Although your return was received outside the advertised MBG period, as an exception and gesture of goodwill, a refund of $53.65 has been issued.  Please allow a minimum of 3-5 business days for this credit to post.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  
  
  

  Customer Answer

  Date: 07/02/2024

   
  Better Business Bureau:
  
     I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Sincerely,
  
  *************************