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:02/28/2025

  Type:Delivery 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.

  Today (02/28/2025) my wife saw a debit transaction on our Checking Account for $197.61 from the "The Body Firm" and neither one of us placed any order to this company. My wife called their **************** to find out why we were charged, since neither of us had an email or any notification of an order from The Body Firm. **************** stated after going thru both of our information that this order for $197.61 was a Subscription under my name, ************************ as a 2nd Account, and they showed I canceled my Subscription on 02/19/2025 (See Attached) but someone at this Company had opened a 2nd account I was unaware of. Again, I never received any notification of any Order or that a second account existed that a Subscription would be sent. We requested a Return Authorization and paid shipping since we did not place this order nor new about any 2nd account. The **************** Representative stated we would have to pay to send this back even though we or I did not place any order. This is a very underhanded way of doing business,considering I did not open a 2nd account and someone at this Company would have had to have done this without my knowledge, considering on 02/19/2025 I requested any Subscription be canceled and per the Attached email I thought they did. We do not believe we should have to pay for shipping to send this order back that I did not place nor had any knowledge of nor was I ever sent any notification or email from the Company, The Body Firm.

  Business Response

  Date: 03/10/2025

  ****** ******** Jr
  *****************
  *****************-2858
  
  Date: 3/10/25
  
  Complaint ID: ********
  ****************
  
  Dear Mr.********,
  
  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 began purchasing Crepe Erase in August of 2019.  Your account shows a pattern of purchasing a promotionally discounted 30-day introductory kit which includes a subscription,then contacting customer service to cancel any automatic replenishment shipments.  This pattern changed in November.
  
  On November *******, you took advantage of a special 20% coupon for a one-time purchase of two Body Repair Treatment for a total of $144.73 which was charged in full at the time of shipping.
  
  On November *******, our records reflect that you placed a second order online but this time for a special promotional discount of 30% off a subscribe & save offer of the Body Repair Treatment.  The total cost of this order (quantity of 2) was $127.01 billed in full when shipped.
  
  Since this second order was for a subscribe & save offer it included a subscription for automatic replenishments.  Information regarding the automatic replenishment kit shipments is provided online in several places before a subscribe & save order can be submitted.  Your initial order confirmation email would have included the terms of purchase as well.  Since this purchase was for full-size 90-day items your first replenishment kit was scheduled to ship three months later.
  
  On February *******, our records reflect that you placed a third order online for another special 20% discounted subscribe & save offer for one Body Repair Treatment.  The total cost of this order,$72.58, was billed in full when shipped.  This purchase created a second subscription.
  
  On February *******, per your request, the 2nd subscription for the single Body Repair Treatment (created by February 17th purchase) was cancelled.  We regret that both subscriptions were not canceled at this time since, per your complaint, that was your intention.
  
   On February 28, 2025, the first replenishment shipment for the 2 piece subscribe & save kit was sent as scheduled for a total cost of $197.61 which was billed in full at this time.
  Also on February 28th, we received you calls regarding the charge.  You were advised of the replenishment kit that had already been processed for shipment.  As a courtesy and token of apology for the miscommunication regarding the cancellation, you were told to keep the shipment and a request to refund the order without a return was submitted.
  
  On March ******, two refunds were issued: $72.58 for your February 17th online order and $197.61 for the February 28th automatic replenishment kit.
  
  Rest assured all of your Crepe Erase subscriptions remain closed,with nothing further to be shipped or billed unless you choose to may place an order I the future.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 03/10/2025

   
  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, but the major part of the problem is someone from The Body Firm/Crepe Erase took it upon themselves to open a 2nd account in my name under the Subscription Service/s that I had already canceled. I do consider this issue to be closed and accepted their refund offer/s.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/28/2025

  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.

  Ordered Crepe Erase product online and they automatically enroll you in autoship with the verbage "you can cancel online at anytime". Paid and received the first order and decided it wasnt for me. Tried to cancel online, and cancelling online is not an option; you have to call!! First sign of deceit for Crepe Erase.Called in July from a phone number that I did not provide when I ordered. Gave my ordering phone number, address, name to a young lady and after 30 minutes of her looking up my account, and trying to upsell their products; she said she would cancel my autoshipment of their product. When I phoned I was with ********** October, ****** alerted me that Crepe Erase was attempting to pull funds for a transaction. Denied the transaction in my ****** account. Called ******************** and another lady told me I never phoned and I never cancelled. Asked her to please not send the product because I am not approving payment. Crepe Erase shipped the product to me a week after I phoned and now they are sending invoives via **** and email stating that if I do not pay $171.53 they will start collection proceedings. I have the unopened product, they can provide a paid shipping label and I will gladly send it back. I do not want their product and think it is a poor way to do business. Buyers Beware, the only wrinkle these people help is to fatten their own bottom line!

  Business Response

  Date: 03/10/2025

  ******* *****
  ****************
  *********************
  
  Date: 3/10/25
  
  Complaint ID: ********
  Account **************
  
  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 Crepe Erase June 30, 2024, with the purchase of a 30-day introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers enrolling in the ******************** member program with the purchase of a special offer for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.   The information regarding the automatic shipments is also provided in the online shopping cart before any personal information is entered, again before an order is submitted and also included in the order confirmation email.   More specifically the offer you purchased stated; One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a full-size supply of Crepe Erase. Each shipment will be charged to the payment method you provide today, in three monthly payments of $49.95 plus $3.99 for shipping and handling. All orders are subject to applicable sales tax. Please note exact shipment times may vary. You can manage your subscription by calling ************** or visiting ****************************************************************** at any time to customize your kit, modify shipping intervals or cancel your subscription.  Customization of future shipments and or postponement of a shipment can be done via the self-management options through your member online account access.  Cancellation can be requested online through the Live Chat option.  We regret if you found the offer unclear in any way.
  
  The ability to purchase one-time orders of Crepe Erase without automatic replenishments is available through the website.  However, with one-time purchases the discounts available with a subscription do not apply, one-time orders are only sold at retail pricing.
  
  On July 5, 2024, your initial order (a 30-day introductory kit) was sent for a total of $52.95 and billed in full at the time of shipping to the ****** account provided.
  
  On July 25, 2024, our records reflect that you postponed your 1st replenishment shipment (scheduled for August) until September 23rd via your online self-management account access.
  
  On September 18, 2024, the replenishment kit was postponed a second time until November 1, 2024, via your online access.
  
  On October 30, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) began processing for delivery as schedule for a total cost of $171.53 to be billed in 3 installments over 31-day billing cycles.  We received a payment authorization for the first installment of $57.19 at this time.   
  
  Also on October 30, 2024, your account was cancelled per your phone request.  However, orders that have been processed for delivery at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee. Information was provided regarding your 2nd shipment that had already processed.  We regret to learn that the call ended before return instructions could be provided.
  
  Please be advised that 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, nor evidence that your account had been accessed by our customer service team before or since October 30th  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.
  
  When shipment of the replenishment kit was completed on October 30th, we attempted to finalize the authorized payment of $57.19 as a charge but the request was declined by *******  This decline left the full balance of $171.53 as due and payable.  The past-due billing process was activated to send monthly notices advising of this balance. 
  Although the 60-day MBG has now expired for your 2nd shipment, and we have not heard from you since October, as a gesture of goodwill and in exception to our advertised guarantee the remaining balance of $171.53 has been cleared.  
  Your Crepe Erase account remains closed with nothing further will be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 03/10/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair 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 purchased a introductory kit on 10/18/2024 and since December Crepe Erases website has been under construction and I have asked to push back my 90-day supply membership until it was working again so I could customize my orders. I did that in January and again until 3/1/25. I decided today 2/27/25 to cancel altogether and now they are saying I have a balance of $115.20 for a shipment that they cant give me tracking or a ship date for. When I repeatedly asked for more info they only say:You will be receiving a tracking number once it's already arrive.

  Business Response

  Date: 03/10/2025

  ****** ******
  ******************
  ********************
  
  Date: 3/10/25
  
  Complaint ID: ********
  Account Number: **********
  
  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 Crepe Erase October 18, 2024.
  
  Your initial order, a 7-piece 30-day introductory kit, was shipped October 21st for a total cost of $109.70 which was billed in full to the credit card provided at this time.
  
  As you stated, your next shipment (a full-size replenishment kit) was postponed until March 1, 2025.
  
  On February 27, 2025, per your Live Chat request, your account was cancelled which stopped any future shipments. We do not collect payment until after an order has shipped and since no additional shipments were sent there was no payment charged, no balance remaining and therefore no refund due.   We regret the miscommunication regarding this cancelled order.  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 03/10/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/21/2025

  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.

  Hello, I saw a TV ad and ordered this product to try and after a month, I was charged again and it turns out they automatically made me a subscriber for their product. I was never notified of any subscription number until I cancelled the product. I was charged a extra $92.49 in February for product I did not ask for. Furthermore, the cancellation email stated I was not going to receive any more product but I still owe $184.98. This is a scam and they hid everything in fine print and never even sent an email stating I was subscribed to anything. Please help.

  Business Response

  Date: 02/28/2025

  **** *** ***
  ***************
  1st floor
  ******************
  
  Date: 2/27/25
  
  Complaint ID: ********
  ******************
  
  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 reflect that you enrolled online for automatic shipments of Crepe Erase August 11, 2024, with the purchase of a special offer for a 5-piece 30-day introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  We do offer the ability to purchase Crepe Erase products as one-time orders without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.  Customers purchasing any of our special offers for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  This information is provided on our website before an offer is selected and in the shopping cart prior to any personal information being entered.  Before customers may finalize their purchase the information regarding automatic replenishment and cost is provided again.  Lastly your order confirmation email included the terms of your purchase.  We regret if you found the offer unclear in any way.
  
  On January 14, 2025, your initial order, a 5-piece 30-day introductory supply, was sent for a total of $87.05 which was billed in full to the ****** account provided at the time of shipping.
  
  Per the terms of your purchase,on February 13, 2025, your 2nd shipment, a 5-piece 90-day replenishment kit, was sent for a total of $277.47 to be billed in 3 installments over 31-day billing cycles. The first payment of $92.49 was charged at the time of shipping leaving a balance of $184.98.
  
  On February 20, 2025, your financial institution reversed the1st installment of $92.49 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full cost of this shipment as due and payable.  This activated the auto past due billing process to send monthly notices advising of the balance.  Your subscription was cancelled due to the chargeback.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Please be advised that 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 since your enrollment in January, prior to receipt of your Better Business Bureau complaint.  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.
  
  The chargeback/payment reversal of $92.49 has been accepted as a refund of that charge.  As a gesture of goodwill and in exception to our money back guarantee the remaining balance of $184.98 has been cleared. 
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:02/18/2025

  Type:Delivery 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.

  Began 6/24. Ordered a sample/trial of product. Took time to use. Did not like. Received huge shipment of product without ordering. Tried to send it back, get refund, cancel any potential future orders. 10/24 received another box of product that was not ordered. No permission to charge. Have left numerous messages to the company in different locations and formats, sent letters, etc. Have not been acknowledged at all. Have no desire to have anything to do with the company or the product. I do not like the produce. Even if I did, I would never work with a company that has absolutely zero customer service. I do not want any product and will not pay for anything. Thank you for your help.

  Business Response

  Date: 02/25/2025

  ********* ******
  ************************************************************************************
  
  Date: 2/24/25
  
  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 reflect that you enrolled online for automatic shipments of May 10, 2024, with the purchase of promotionally discounted offer for a 6-piece 30-day introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Meaningful Beauty via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers that choose to purchase any of our introductory kit offers are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the terms of the offer is provided in several places on the website: before an offer is selected and in the shopping cart prior to any personal information being entered. Also, before any purchase of a Meaningful Beautyintroductory kit can be finalized customers are again informed of the following: I understand that one month after my first order is shipped, and then every three months thereafter, I will be sent a new full-size supply of Meaningful Beauty. Each shipment will be charged $94.95 plus $4.99 for shipping and handling per month.  I understand there is no minimum to buy, and I can easily customize or cancel this program just by visiting ******************************************************; Your info will be saved to a Shop account. By continuing, you agree to Shops Terms of Service and acknowledge the Privacy Policy.  Your authorization of future automatic shipments and associated charges was provided by clicking on Pay Now to submit your order.  The products are also shipped with information reiterating the terms and benefits of membership.  One-time purchases are available without a subscription however the one-time offers are only for individual items (not kits) and are only offered at retail pricing.  We regret if you found the offer unclear in any way.
  
  On May 15, 2024, your initial order (a 30-day introductory supply) was sent for a total of $79.46 which was charged in full at the time of shipping to the credit card provided.  
  
  On June 20, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) was sent for a total cost of $316.91 to be billed in 3 installments over 31-day billing cycle.  The 1st installment of $105.66 was charged at the time of shipping leaving a balance of $211.25.
  
  On June *******, we received your call inquiring about the 2nd shipment and request to cancel. Per our call records information about member discounts and customization options of future shipments was provided.  A postponement of future shipments until October 18, 2024, was offered and accepted instead of cancellation.   Per your request to return the 2nd shipment since you had not had time to use the initial order return instructions were provided.   As a courtesy at the time, a credit for s&h charge of $14.97 was applied so you would receive a full refund of charges once your return was received.
  On July 3, 2024, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $105.66 was issued and the balance of $211.25 was cleared.
  
  On October 21, 2024, per the terms of your agreement, your 3rd shipment (a 90-day replenishment kit) was sent for a total cost of $316.91 to be billed in 3 installments over 31-day billing cycle.  The 1st installment of $105.66 was charged at the time of shipping leaving a balance of $211.25.
  
  On November 4, 2024, your financial institution reversed the 1st installment of $105.66 for your 3rd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $316.91 as due and payable. The auto past due billing process was activated to send monthly notices advising of the balance.  At this time your subscription was cancelled due to the chargeback.
  
  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation: they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  We regret to learn of your difficulty reaching us after receiving your 3rd shipment.   The only contact reflected on your account is the call received June 24th.    Based on the documents your included with this complaint, your initial letter to the fulfillment center may not have reached us as the correct address is *****************   Our website offers multiple options to contact us via email, phone, or chat, which are tested often without issue.
  
  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  Although your 3rd shipment has not been returned as a gesture of goodwill and an exception to our advertised policy the remaining balance of $316.91 has been waived.
  
  Your Meaningful Beauty account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 02/25/2025

   
  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.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:02/03/2025

  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.

  Subscribed 8/14/24. Paid $100.17 Starter kit received THIS COMPANY ADVERTISES "CANCEL ANYTIME, EVEN IF PRODUCT IS USED. SEND BACK EMPTIES FOR A COMPLETE REFUND LESS SHIPPING/HANDLING"9/16/24 Order 1 of 3 received missing a "backordered" item that was never received. Paid $94.90 via ****************, total amount was to be ******. still have not received missing item.10/18/24 Nothing received. **************** paid the company $94.87 left ********* for our Florida winter home 12/29/24 Notified by **** in ******* that a package with $14.97 in postage due needed to be picked up as it was forwarded from *********. I went to the post office and refused the package and returned to sender tracking #**** ***************************. Called the 800 number provided, spoke to "*****" to cancel further orders as the product was not working for me a I developed a rash from using the body scrub. Was told at that time that I still owed them $210. Despite lengthy conversations subscription was canceled. I contacted **************** and they put a stop on my account for any further charges from Body Firm/Crepe Erase.Crepe erase issued a refund of $84 and change to **** for the package I sent back. Amex re-charged me for the order as per their policy since they removed the charge and then I was refunded.I just received a bill from them for $94.88 stating that **** declined the purchase I only received ONE order. The order paid in October was never received. The order in December was sent back and refunded.I do NOT owe them any additional monies I am disputing the $94.88 and will not pay this unless they can provide me with proof that I received the merchandise. If they cannot show proof, I would like for this bill to be canceled.Thank You I **************** paid $94.88

  Business Response

  Date: 02/07/2025

  **** ********
  ****************************************************************************
  
  Date; 2/6/25
  
  Complaint ID: ********
  Account Number: *******
  
  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 Crepe Erase August 15, 2024, with the purchase of a special offer for a 6-piece 30-day introductory kit.
  
  As part of the initial purchase, customers ordering any of our ****** introductory kits are informed they will receive full-size automatic replenishment shipments approximately every three months until they contact customer service to cancel or make changes to their membership.  Every shipment is backed by a 60-day Money Back Guarantee.
  
  On August 17, 2024, your initial order, a 6-piece 30-day introductory supply, was sent for a total of $100.17 which was billed in full at the time of shipping.
  
  Per the terms of the offer, on September 17, 2024, your 2nd shipment, a 5-piece 90-day replenishment kit, was sent for a total of $286.30 to be billed in 3 installments over 31-day billing cycles. The first payment of $94.90 was charged at the time of shipping; the 2nd installment of $94.87 was charged as scheduled October 18th leaving a balance of $*****.  You are correct that one of the items (the Plump & Firm Facial Treatment) normally a part of the 6-piece kit was on backorder when your replenishment was due.  Rather than hold the shipment the price of the kit was adjusted to reflect only 5 pieces and a notice included that the item would be shipped and billed when it became available.   This 2nd shipment was sent (and per ***** delivered to your ** address.  
  
  On October 31, 2024, the back-ordered Plump & Firm Facial Treatment was sent for a total of $31.65.  This additional amount was added to the remaining balance due (the 3rd installment) for your 2nd shipment, scheduled to be billed in November.   On November 19th this item was returned to us as refused.  A credit of $31.65 was applied toward the remaining balance dropping it back to $*****.  We regret to learn that when the return was processed,and credit issued a system error postponed the scheduled billing date for the 3rd installment until December 29, 2024.  We apologize for any confusion that resulted.
  
  On December 17, 2024, your 3rd shipment, a 6-piece 90-day replenishment kit, was sent for a total of $316.30 to be billed in 3 installments over 31-day billing cycles. The first payment of $105.45 was charged at the time of shipping leaving a balance of $210.85.   This order was shipped as all previous shipments to the ** address.  ******** tracking the shipment was forwarded to your FL address where it was refused on December 31st.
  
  On December 29, 2024, the remaining 3rd installment of $ ***** for your 2nd shipment was charged. 
  
  On December 30, 2024, your account was cancelled per your request.  Information was provided regarding the remaining balance because although cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On January 14, 2025, your 3rd shipment was processed as returned at our facility,within the 60-Day Money Back Guarantee, at which time a refund in the amount of $89.66 was issued and the balance of $210.85 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $15.79 (s&h) was not refunded. 
  
  On January 16, 2025, your financial institution reversed the 3rd installment of $***** for your 2nd shipment (billed December 29th). While this chargeback created a credit in your favor with your financial institution, it restored the amount of $***** as due.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  As a gesture of goodwill, the remaining balance of $***** for your 2nd shipment has been cleared.  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:01/31/2025

  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.

  Product states you can return items if not happy with it. I returned product on 1/16/25. I was issued a refund of less than the product i returned (this is not about shipping). I called and asked either for a refund or if that is not possible to send back the product I was not getting a refund for and was told no. Im just out the money and the product. I was repeatedly told i was issued a refund back in September, even though that was for product that was sent to me without my knowledge and the product was returned. I still dont have any idea what one has to do with the other.I just either want my money back or the product returned to me.

  Business Response

  Date: 02/07/2025

  ***** *****
  ************
  ************, IN 46375
  
  Date: 2/4/25
  Complaint ID: ********
  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.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase April 1, 2024, with the purchase of a promotional offer for a 6-piece, 30-day introductory kit. 
  
  As part of the initial purchase, customers ordering any of our ****** introductory kits are informed they will receive full-size automatic replenishment shipments approximately every three months until they contact customer service to cancel or make changes to their membership.  Every shipment is backed by a 60-day Money Back Guarantee. We make every effort to make the offers as clear as possible on our websites, as well as by phone.  Information regarding the subscription is clearly provided in three places on the website before an order can be finalized.  We regret if you found the offer unclear in any way.
  
  On April 2, 2024, your initial order was, a 30-day introductory supply, was sent for a total of $80.21 which was billed in full at the time of shipping.
  
  Per the terms of the offer, on May 6, 2024, your 2nd shipment, a 6-piece 90-day replenishment kit, was sent for a total of $320.81 (including $14.97 s&h plus $20.99 IN Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $106.96 was charged at the time of shipping; the 2nd and 3rd installments of $106.93 and $106.92 were charged as scheduled on June 6thand July 7th respectively.
  
  On August 2, 2024, your 3rd shipment,a 4-piece 90-day custom kit, was sent as scheduled for a total of $261.96 (including $14.97 s&h plus $17.41IN Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $87.33 was charged at the time of shipping;the 2nd installment of $87.31 was charged on September 2nd leaving a balance of $87.32.   
  
  On September 19, 2024, we received your call about your 3rd shipment.  Although no return had been received as an exception to our return policy refunds totaling $158.62 were issued and the remaining balance of $87.32 was cleared.  Per our money back guarantee the s&h charge (plus applicable tax) of $16.02 was not refunded. 
  
  On November 1, 2024, your 4th shipment, a 3-piece 90-day custom kit, was sent for a total of $249.28 (including $14.97 s&h plus $16.31 IN Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $83.11 was charged at the time of shipping;the 2nd and 3rd installments of $83.09 and $83.08 were charged as scheduled on December 2, 2024, and January 2, 2025, respectively.
  
  On January 2, 2025, your account was cancelled per your request.  At this point the 60-day *** had expired for your 4th shipment. 
  
  On January 28, 2025, we received your LiveChat request regarding a refund for your 4th shipment.  You informed us it had been returned.  At that time your account did not reflect any returns received so you were asked for tracking information since the *** had expired.   When the tracking information was unavailable your request for a refund was forwarded to a supervisor for review. 
  
  As a goodwill gesture and in exception to our advertised policy, refunds totaling $233.26 were issued for your 4th shipment on January 28th.  The remaining $16.02 (s&h plus applicable taxes) was not refunded per our 60-day money back guarantee.   Your 4th shipment was received and processed as a return at our facility on January 30, 2025.
  
  Since the full cost of the products included in your last two shipments has been refunded there is no replacement nor any additional refund due.  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Directo
  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22883385
  
  I am rejecting this response because:
  This information is incorrect.  I DID return the product I did not ask you to send.  I called and talked to a representative and have gave them the return information and they found it.  Thats when I was credited for the product.   Which by the way has nothing to do with the complaint.

   

  The current issue is I sent you back more product than you gave me credit for   While I understand that you may not be able to credit me for the extra product I returned, what I asked for is you to return the product to me that I will not get a refund for and I have already paid for   
  

  Your company seems to be good at bringing up stuff that has nothing to do with the current issue.  Please stick with what is currently going on and correct your side to show I absolutely did return your product   I have no reason to keep something I will never use   

   

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

  Business Response

  Date: 02/27/2025

  ***** *****
  ************
  ************, IN 46375
  
  Date: 2/25/25
  
  Rebuttal Complaint ID: ********
  Account Number: *******
  
  **************************** you for the opportunity to respond.
  
  As stated in our last response everything that you indicated you have returned to us has been refunded.
  
  Your 4th and final shipment sent November 1st had a total cost of $249.28 (including $14.97 s&h plus $16.31 IN Sales Tax) and contained 3 products.  Refunds totaling $233.26 (purchase price less $16.02 s&h plus applicable taxes) were issued on January 28, 2025.
  Your 3rd shipment sent August 2, 2024, had a total cost of $261.96 (including $14.97 s&h plus $17.41 IN Sales Tax) and contain 6 products (the Restorative Facial Treatment was sent as 3 one-month sizes since the 90-day size was out of stock at that time). Two of the 3 payments for this shipment had been received and a balance of $87.32 remained when you contacted us about a refund on September 9th.  At that time refunds totaling $158.62 (less s&h) were issued and the balance of $87.21 cleared.
  
  We apologize for any confusion caused by the statement in our previous response regarding the 3rd shipment.  To the present date, your account does not reflect that your 3rd shipment has been processed as returned at our facility, but we are not saying that you did not return it.  There are times that a return does not reach;it can be lost in transit or if refused/returned to sender often does not actually get returned.  Also, if we do receive a return but there is not enough information included with the shipment to locate the account it cannot be processed.  Again, we regret any confusion.
  
  Our records do not indicate that any additional items were returned with your last shipment or since January 28th.  Since the full cost of the products included in your last two shipments has been refunded there is no replacement nor any additional refund due.  Any items that were a part of your previous shipments sent in May and ***** are too far beyond the *** to qualify for refund, replacement or exchange.
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  ************** Operations Director

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair 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 received a$57.73 charge on 11/16/24 from Crepe Erase for a product that I canceled. On 9/20/24 I canceled via chat with ****** a customer service **** & was assured by her my membership & all future shipments of product is canceled. I took a screenshot of the conversation with her. On 11/13/24 I contacted Crepe Erase about a new charge of $57.73. I reminded **** from customer service my membership & future shipments was canceled back in September &was told by her that I would have to send back the new product at my expense & then they would refund me. I told her I would not pay for shipping product back that was canceled. They can pay for the return. The $57.73 charge is 1 of 3 charges for the new shipment. I contacted my bank to dispute the charge on 11/16/24. My bank has credited me the charge. I am now receiving letters from this company that I owe $173.15 for product that was sent in November after I canceled membership & future product on 9/20/24. This is not an error but is being done deliberately from this company to make it hard for consumers to cancel.

  Business Response

  Date: 02/07/2025

  **** *** ********
  1911 *****************
  *******************
  
  Date: 2/4/2025
  
  Complaint ID: ********
  Account **************
  
  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 by phone for automatic shipments of Crepe Erase August 9, 2024, with the purchase of a promotional offer for a full-size 90-day introductory kit.
  
  On August13, 2024, your initial order (a 90-day introductory supply) was sent for a total of $160.34 to be billed in 3 installments over 31-day billing cycles.  The first installment of $53.54 was charged at this time to the credit card provided; the 2nd and installment of $53.45 was charged on September 13th as scheduled leaving a balance of $53.44.
  
  On September 20, 2025, we received your request to cancel your subscription.  When you inquired about the recent charge information was provided regarding the total cost of your initial order and the three installments.  An additional 20%discount was offered and accepted which when applied lowered the remaining balance from $53.44 to $23.47 to be billed on October 14th.  We regret to learn that your cancellation request was incorrectly processed resulting in an error that left the subscription active.  We apologize that the account was not cancelled at this time which resulted in an automatic replenishment shipment in November.
  
  On November13, 2024, a second shipment (a 90-day replenishment kit) was sent for a total of $173.15 (including $11.97 s&h and $11.33 SC sales tax) to be billed in 3 installments over 31-day billing cycles.  The first installment of $57.73 was charged at this time leaving a balance of $115.42.
  
  Also,on November 13th your account was cancelled per your request.  Since we were unable to stop the shipment information was provided regarding the charge.  Our records reflect that you stated you would dispute the charges.  We regret that the call ended before a resolution could be offered.
  
  On December 11, 2025, your financial institution reversed the 1st payment of $57.73 for the 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $173.15 as due and activated the auto past due billing process to send monthly notices advising of the balance.
  
  The balance of $173.15 for the 2nd shipment has been cleared.  We like to apologize again for any inconvenience which resulted due to the error when you first requested cancellation. Please rest assured that your experience has been reviewed and will be used to improve our service moving forward.
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 02/11/2025

   
  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.
  
  Sincerely,
  
  **** Ann ********

• Initial Complaint

  Date:01/24/2025

  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 ordered Crepe Erase to try once and see if I liked the product. I paid for the product for my one time order. However, I noticed I continued to get charged on my **************** and received a second box.Unbeknownst to me, this started a recurring order. I've contacted Crepe Erase but continue to be billed for the second order. I contacted **************** to stop the payment as it was explained to me that this is a deceptive practice. There is a box that is automatically checked when you place your first order and not easily detected unless you have been previously advised to "unclick". The customer service of ******************** is a sham........ after many attempts at calling.....I continue to receive bills.....The customer service agent even state "you were unaware when you place your first order" then when we sent you the second order you reversed charges therefore you owe us money. Explaining that I do not want the second order, I did not order it and will not pay for it to no avail. They will always say let me let you speak to my supervisor and then the line goes dead. Today I happened to be speaking with *** who told me she had her supervisor on the line and transferred the call to Joy. Staying on the line, it then goes dead. This is typical when I call to resolve this issue and stop receiving late / final notices. Do we need to contact the ***? These beauty brands seem to use this hook, even when I tried another brand and cancelled they told me to keep the product and they have cancelled my subscription but I noticed today I am still getting a new charge. This brand is ***** ******... Are they both owned by ****** ******? When I call the number listed it states their business hours and please call back during business hours then disconnects. Really frustrating and deceptive.

  Business Response

  Date: 02/03/2025

  ********* *****
  *****************
  Mobile, AL 36605
  
  Date 1/29/25
  
  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.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase May 3, 2024, with the purchase of a promotional offer of a 6-piece 30-day introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers enrolling in the ******************** member program with the purchase of a special offer for a 30-day introductory kit are informed they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  This information is provided on our website before an offer is selected and in the shopping cart before any personal information is entered.  At the time you placed your initial order,before it could be finalized, you had to check an empty box that stated: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.   Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership and the available 60-day Guarantee.  We regret if you found the offer unclear in any way.
  
  On May 3, 2024, your initial order (a 30-day 6-piece introductory supply) was sent for a total of $80.95 and billed in full at the time of shipping to the credit card provided.
  
  On June 6, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit)was sent as scheduled for a total cost of $323.81 (including $14.97 s&h and $23.99 AL Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The first installment of $107.96 was charged at this time; the 2nd and installments of $107.93 and $107.92 were charged as scheduled on July 7th and August 7th respectively.  At this time your account balance was zero.
  
  On August 12, 2024, your financial institution reversed the 3rd payment of $107.92 for your 2nd shipment.  While this chargeback created a credit in your favor with your financial institution, it restored the amount of $107.92 as a balance due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  Your account was cancelled due to the chargeback.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.
  
  On January 24, 2025, we received your inquiry about the billing notices.  The remaining balance was explained.  We regret to learn that when you ask to speak with a supervisor one was reached but when an attempt was made to transfer your call to the supervisor the connection was lost.  We apologize for any frustration this may have caused. 
  
  Please be advised that 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 either before or since January 24th. Our website offers multiple options to contact us via email, phone, or chat.  Additionally, if customers respond to any unmonitored promotional or confirmation email addresses (such as shipping or billing notices), an automatic response is sent to advise of this which also provides our contact information. We regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  As a gesture of goodwill, the remaining balance of $107.92 due for your 2nd shipment has now been waived.
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:01/10/2025

  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.

  This company is not communicating with its customers regarding their subscriptions. I have read the other complaints, and they are mostly about reoccurring billing without prior notification. I am now stuck in a reoccurring billing nightmare after cancelling my subscription in December 2024. They are unscrupulous and ripping people off with vague details about what EXACTLY they are subscribing to and or purchasing and exactly how much they are being charged. They are ripping people off!!!

  Business Response

  Date: 01/20/2025

  ***** *******
  ******************
  *******************
  
  Date: 1/16/25
  
  Complaint ID: ********
  Account **************
  
  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 August 6, 2024, for automatic replenishment shipments of Crepe Erase with the purchase of a special discounted offer for a 6-piece 30-day introductory kit.  This offer, since it reflected member pricing, included a subscription.   As part of the initial purchase, customers ordering any of our ****** introductory kits are informed they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  Every shipment is backed by a 60-day Money Back Guarantee. We make every effort to make the offers as clear as possible on our websites, as well as by phone.  Information regarding the subscription is provided in three places on the website before an order can be finalized.  The terms of any purchase that includes a subscription are provided before an offer is selected; in the shopping cart order summary and again before the order/payment is submitted.  In addition, your entry kit was shipped with information about the terms of the subscription, next shipment date and cost enclosed. Customers with active subscriptions have 24/7 access to their account information online:including dates of upcoming shipments, cost and the ability to make changes to each shipment.  We do offer the ability to purchase Crepe Erase products without automatic replenishment shipments. However, customers who choose to place one-time orders are only offered our retail prices.  We regret if you found the offer unclear in any way.
  
  On August 7, 2024, your initial order (a 30-day 6-piece introductory supply) was sent for a total of $102.07 and billed in full at the time of shipping to the credit card provided.
  
  Also on August 7, 2024, your next shipment (the 1st full-size 90-day replenishment kit) was postponed until December 4,, 2024, per your online self-management account member access.  
  
  On August 8, 2024, per your request for the fragrance free rather than citrus scent a complimentary replacement order was shipped.
  
  On August 16, 2024, your waiting order (the 90-day replenishment kit) was customized to a 2-piece instead of the original 6-piece via your online account member access.
  
  On December 4, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit)was sent as scheduled for a total cost of $173.96(including $11.97 s&h and $12.14 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The first installment of $58.00 was charged at this time; the 2nd installment of $57.99 was charged on January 4, 2025, as scheduled leaving a balance of $57.97.
  
  On January 10, 2025, your subscription was cancelled per your request.  Information was provided regarding the charges for your 2nd shipment and the remaining balance.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  On January 15, 2025, your financial institution reversed the payments for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full cost of $173.96 for that shipment as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and in exception to our advertised policies the remaining balance of $173.96 has been cleared.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director