ComplaintsforJLo Beauty & Lifestyle, LLC

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a trial of the jlo beauty starter pack. I was then auto enrolled. I noticed a $94.28 charge. I called the company because nothing had been received. They said I could send it back for a full refund and that I was unenrolled. I received the package in the mail and I didnt open any of the products. The next month I was then charged another $94.28. I sent back the unopened products on 17 July 2024. I called the company and they said I still had to make the last installment, even though I canceled. As of, 5 August they claim the product had not been returned. On 12 August the third installment of $94.28 was charged.

  Business response

  08/21/2024

  *****************************
  *************************************************************************************
  
  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 that you enrolled online for automatic shipments of JLo Beauty May 13, 2024, with the purchase of a 6-piece 30-day introductory deluxe kit. 
  
  We make every effort to be forthcoming regarding our promotions and offers for JLo Beauty via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers purchasing an offer that includes a subscription are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  The information is provided in the shopping cart order summary before any personal information is entered, again before an order can be submitted and in your initial order confirmation email.  Your shopping cart order summary stated: One month after your first order is shipped, and then every three months thereafter, you will be sent a new full-size supply of THAT JLO DELUXE KIT. Each shipment will be charged to the card you provide today, in three monthly payments of $84.95 plus $3.99 for shipping and handling, unless you call to cancel. All orders are subject to applicable sales tax.  We regret if you found the offer unclear in any way.
  
  Your initial order shipped May 17th for a total cost of $282.84 (including $5.19 WV Sales Tax) which was charged in full at shipping to the credit card provided.
  
  On June 17, 2024, your 2nd shipment, a full-size 90-day replenishment kit, was shipped for a total cost of $292.86 (including $11.97 s&h and $16.02 WV Sales Tax). Rather than charging the total cost of the full-size kits when shipped, the cost is billed in 3 monthly installments over 30-day billing cycles.  Your 1st installment of $94.28 was billed at the time of shipping leaving a balance of $188.56.
  
  Also, on June 17th, your account was cancelled per your request.  Information was provided regarding your 2nd shipment and return instructions because although cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped at that time of cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee. 
  
  The 2nd installment of $94.28 was charged on July 13th as scheduled leaving the final installment of $94.28
  
  On July 15, 2024, we received your call regarding the charges.  The total cost and payments for the 2nd shipment was provided.  The previous account cancellation confirmed.
  
  On August 12th the 3rd and final installment for $94.28 for the 90-day replenishment kit was charged as scheduled as your return had not been received.
  
  When you provided proof of your return (tracking information) on August 13, 2024, refunds totaling $270.15 were issued.  The $12.69 s&h charges (and any applicable tax on that amount) were not refunded per our 60-day Money Back Guarantee.
  
  Your JLo Beauty account remains closed, with nothing further to be shipped or billed.
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I saw an advertisement in FB for a JLo anti-aging product which she was giving away for free but I had to pay postage fee of $6.89 if you use a Mastercard. I used my MC and was charged $6.99 and another $29.90 for an item I didnt order. Im still waiting for an email from the company regarding my order, therefore I cant supply you with an order number. All I have at this point are 2 charges on my MC which are pending. The merchant names for these charges are Furniturebest4homecom ($29.90) and Shoesshoesandshoescom ($6.99).What happened to the cosmetic that I ordered from JLo???????

  Business response

  07/05/2024

  ********************
  ***************************************************************************************
  
  Date: 7/4/24
  Complaint ID: ********
  Account Number: NA
  
  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.
  
  Unfortunately, we have been unable to locate a JLo Beauty order tied to the information you provided and therefore are unable to assist you with this matter.
  
  If you did not receive an order confirmation email after placing an online order via our website, JLoBeauty.com, then most likely the order was not submitted completely, or something interfered with the final completion.  The fact that your credit card statement (included with this complaint) does not reflect any transactions from JLo Beauty is another indication that the order was not completed.
  
  Please be advised that JLo Beauty is not affiliated with the two websites/merchants you mentioned: Furniturebest4home.com or Shoesshoesandshoes.com.
  
  Thank you for your understanding in this matter.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

  Customer response

  07/11/2024

   
  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

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The past 2 months payment has come out for my order and no product has been delivered. I have gone thru all of my emails (junk mail also) and I have not received any orders tracking. I am very upset about this. I enjoy the product and have noticed a difference from it. But I have very angry I have paid for something and never received it. I have tried to drag out what product I do have left but its about gone. (Obviously its been 2 months) please make this right.

  Business response

  07/02/2024

  ***********************
  ***********************************************************************
  
  Date: 6/28/24
  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 enrolled online for automatic shipments of JLo Beauty March 13, 2024, with the purchase of a 6-piece 30-day introductory kit.  This order shipped March 14th for a total cost of $93.24 (including $8.29 TN Sales Tax) which was charged in full at shipping to the credit card provided.
  
  On April 13, 2024, your 2nd shipment,a full-size 90-day replenishment kit, was shipped for a total cost of $292.86.Rather than charging the total cost of the full-size kits when shipped, the cost is billed in 3 monthly installments over 30-day billing cycles.  Your 1st installment of $97.62 was billed at the time of shipping; the 2nd and 3rd installments of $97.62 each were charged on May 13th and June 12th, respectively. 
  
  We make every effort to be forthcoming regarding our promotions and offers for JLo Beauty via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers enrolling in a subscription are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  The information is provided in the shopping cart order summary before any personal information is entered and in your initial order confirmation email.  Your shopping cart order summary stated: One month after your first order is shipped, and then every three months thereafter, you will be sent a new full-size supply of THAT JLO DELUXE KIT.Each shipment will be charged to the card you provide today, in three monthly payments of $84.95 plus $3.99 for shipping and handling, unless you call to cancel. All orders are subject to applicable sales tax.  We regret if you found the offer unclear in any way.
  
  As of June 28, 2024, your balance is $0.  Your account remains active with the next shipment (another 90-day replenishment kit) scheduled for July 12th;billing will resume with that shipment.  If you would like to make changes to your future shipments (customize or change shipping frequency) please contact our customer service team via the Live Chat option on our website, send an email to ************************************* or call ************ 9am8pm ET.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/2/23 I placed an initial order, 9/6/23 it was shipped. On 10/26/23 I wanted to cancel any initial membership I signed up for (monthly charge), and further products from being shipped. At that time, only way to cancel membership was via customer service. Their phone line was repeatedly never answered, and their chat service confirmed my acct would be cancelled and no further charges would occur. January, and April I continue to receive order shipments, and since October monthly charges to my acct. The ability to self-cancel the membership was in April which I did but they are still charging & stating I have two orders past due payment. They continue to argue with me via customer service that they will cancel charges once past due balance is paid. But I requested, and received confirmation via chat it was ALREADY cancelled in October. However their system did not send a transcript of the chat, proof of cancellation so is hearsay in my defense despite that being the ONLY way to cancel my account. Terrible policies, terrible customer service & terrible products - smelled extremely awful and poor quality.

  Business response

  06/25/2024

  *****************************
  19203 ******************
  **********************
  
  Date: 6/24/24
  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 enrolled for automatic shipments of JLo Beauty with the purchase of a 30-day introductory kit on September 2, 2023.   Customers that choose to purchase any of our introductory kit offers that include a subscription are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order of a 30-day 6-piece introductory kit was sent September 5, 2023, for a total of $91.34 (including $6.39 MN Sales Tax) and billed in full to the credit card provided.
  
  On October 3, 2023, per the terms of your initial purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for $286.90 (including ***** s&h and $20.08 MN sales tax) to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $95.65 was charged at the time of shipping leaving a balance of $191.25.
  
  On October 25, 2023, we received your LiveChat request to cancel but our records reflect that you instead accepted an offer to customize future shipments to contain just the full size JLO Glow serum.  Information was provided regarding the remaining balance due for your 2nd shipment as orders already shipped (and received) normally continue to bill until paid in full or returned within the available 60-Day Money Back Guarantee.  As a courtesy at this time the remaining balance of $191.25 for your 2nd shipment was cleared.  A recap was provided and was acknowledged before the chat ended, stating that your account remained active with the future kit customized. You were informed of next ship date (1/30/24) and that future payments would be approximately $19 (plus s&h and taxes).  Regarding chat transcripts, you have the ability to copy a transcript prior to exiting the chat.  Also, when an account is cancelled there is an automated system-generated cancellation confirmation email sent to the email on file.
  
  On January 30, 2024, per the terms of the agreement, your 3rd shipment (a custom kit containing 90-day supply of JLo Glow serum) was sent for $68.36 (including 5.99 s&h and $5.37 MN sales tax) to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $22.79 was charged at the time of shipping leaving a balance of $45.57.
  
  On February 29, 2024, we attempted to process your 2ndinstallment of $22.79 as scheduled for your 3rd shipment but the request for payment was declined by your financial institution leaving the balance of $45.57 due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of this balance.  
  On April 30, 2024, your 4th shipment (another custom kit containing 90-day supply of JLo Glow serum) was sent for $68.36 (including 5.99 s&h and $5.37 MN sales tax) to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $22.79 was charged at the time of shipping leaving a balance of $45.57.
  
  On May 17, 2024, we received your request to cancel via an afterhours chat request.  The account was cancelled, and an email sent confirming the cancellation. 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.
  
  On May 30, 2024, the 2nd installment of $22.79 for your 4th shipment was charged as scheduled leaving a balance for this order of $22.78.  At this time the balance of $45.57 for your 3rd shipment was still due as well.
  
  On June 17, 2024, we received your call regarding billing and the remaining balance.  The charges and balance were explained.  As a courtesy at the time the remaining installment for your 4th shipment was cleared as that order was still within the 60-day MBG.  Your request to clear the overdue balance from your 3rd order shipped January 30th was forwarded to a supervisor.
  
  Although no returns had been received and your 3rd shipment was outside the 60-day Money Back Guarantee.  On June 18th,as a goodwill gesture and exception to our advertised policy, the outstanding balance of $45.57 was cleared. A voicemail was left informing you that the remaining overdue balance had been waived.
  
  Your JLo Beauty account remains closed with nothing further to be shipped or billed.  However, no refunds were issued for the reasons listed above.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 12 2024, May 12 2024, June 11th 2024 I ordered Jlo beauty to try. It had a 60 day money back guarantee. The product did not work and they told me to send back the product and I did. Ha e the receipt with the date on it. They have not refunded me and are trying to charge me more. $266.82 so far is what they ha e taken from my account.

  Business response

  06/19/2024

  *******************************
  *****************br>*******, ** 97756
  
  Date: 6/18/24
  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 enrolled online for automatic shipments of JLo BeautyMarch 13, 2024.
  
  Per the terms of purchase, your 2nd shipment a full-size 90-day replenishment supply was sent on April 12th for a total cost of $266.82 split into 3 monthly installments.
  
  Your account was cancelled per your request April 22, 2024.  Orders already shipped prior to cancellation continue to bill until paid in full or returned within the 60-day Money Back Guarantee.
  
  Please be advised that a returned shipment must go through several steps to be scanned in, processed, and have credit issued for the returned items to the appropriate account: this may not always occur instantaneously at the time a return's tracking information indicates delivery to our facilities. We will always do our best to process returns and issue refunds as quickly as possible. Once received, we ask that customers please allow a minimum of 7 -10 business days to process the refund,per our Guarantee policy.  If the information needed to quickly locate the order (such the invoice or order number) is not included with the return it can take longer to be processed.  We regret the delay processing your return and apologize for any inconvenience this may have caused.
  
  Although your account does still not reflect that a return has been received, based on the tracking information you provided refunds totaling $254.34 have now been issued for your 2nd shipment. The shipping and handling cost was not refunded, as our 60-day Money Back Guarantee does specify that shipping cost is a non-refundable item.  We regret the delay processing your return and apologize for any inconvenience this may have caused.  Please allow 3-5 business days for the refunds to post.
  
  Your JLo Beauty account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer response

  06/20/2024

   
  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 and they refunded my money yesterday. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a product from JLO Beauty for myself on May 2nd, 2024 for $68.34, supposedly but my card was charged $91.11.At that moment I did not check the charge on my card and on May/20 I purchased another one to gift my cousin as a present for Mother's Day and then I was charged the correct amount of $68.34. So far the extra charge of $22.77 was the only issue with this company I honestly was happy with the product and I decided to buy a second one for myself. This time they charged me $95.39, and that is when I noticed the discrepancies in every charge and the price the product was offered. So now they are charging me $27.05. In total, they are overcharging me $49.82.You can see that the same product, purchased in the same month had 3 different prices (that is not possible when they are openly announcing a "special" all this time.As if this was not enough, I received an email today that my new package was on its way. It was never said this was a subscription, and I always make sure I do not get into these scams, but obviously, they have theirs. As it can be read here in other people's complaints they had the same issue as me with them receiving this package every month and were registered into a subscription they never wanted. So my package is on its way and I will be charged $240.81 without my consent or authorization. Today *****, 2024 I called customer service at **************** and requested to cancel the subscription I never requested and asked to cancel a charge and they told me the product would arrive at (my cousin's address not even mine) and we need to send it back and pay for shipping.I want my $49.82 and my $240.81 back, not to be charged any more by this company, and to receive a shipping label for free as it is their fault, not mine. I will return the product as soon as it arrives.

  Business response

  06/19/2024

  ***********************************
  13205 ******** Dr ***************** ********
  
  Date: 6/17/24
  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 enrolled online for automatic shipments of JLo Beauty May 2, 2024, with the purchase of a 6-piece 30-day JLo Deluxe Kit.
  
  On May 9th another online order was placed, this time for a 5-piece 30-day introductory kit.
  We make every effort to be forthcoming regarding our promotions and offers for JLo Beauty via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. As part of the initial order, customers purchasing a special offer for the JLo Beauty introductory kits are informed that they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the terms of the online offer and the continuity program are provided in the shopping cart prior to any personal information being entered.
  
  For the offers you purchased, the shopping cart order summary states that one month after your first order, and then every three months thereafter, you will be sent a new full- size supply of THAT JLO DELUXE KIT. Each shipment will be charged to the card you provide today, in three monthly payments, unless you call to cancel.  In addition, before customers may finalize their purchase, they must check a box that states: "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 information about the subscription is also included in the order/shipment confirmation emails.  We regret if you found the offers unclear in any way.
  
  Your initial order of a 30-day 6-piece introductory kit was sent May 3, 2024, for a price of $91.11 ($84.95 plus $6.16 NC Sales Tax) which was charged in full at shipping to the credit card provided at the time of purchase via Apple Pay.
  
  On May 10,2024, your second online order, a 30-day 5-piece introductory kit, was sent for a total cost of $75.55 (including $5.60 PA Sales Tax as this order was shipped to a different address).  The cost of this shipment was billed in full to the PayPal account provided at the time of purchase.
  
  On May 20th,our records reflect that you placed a third online order.  This order was for another 6-piece 30-day introductory kit at the member price of $84.95 plus applicable NC sales taxes.  Prior to checkout an additional promo code (MEM25) was applied reducing the price by 25% to a total cost of $68.34 (including $4.62 NC Sales Tax).  This order was shipped the following day, May 21st and charged in full to the credit card provided via Apple Pay.
  At this point your account included 3 active subscriptions: two shipping to you in **,the third to ***
  
  On June 3, 2024, per the terms of your initial purchase, your 4th shipment (the first full size 90-day automatic replenishment shipment tied to your 1st order) was sent to your NC address for $286.17 (including $11.97 s&h and $19.35 NC Sales Tax) to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $95.39 was charged at the time of shipping leaving a balance of $190.78.
  
  On June 6, 2024, your three subscriptions were cancelled per your request.  Information was provided regarding your 4th shipment, the remaining balance and return instructions as orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  As a gesture of goodwill, to assist with the return of your 4th shipment at no additional cost to you, a prepaid **** return label was sent to the email address provided with your order and this complaint on June 18, 2024.
  
  Your JLo Beauty subscriptions remain cancelled with nothing further to be shipped.  Once your return is received a refund of the full product cost (less the initial s&h charges per our guarantee) will be issued and the remaining balance of $190.78 cleared.
  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer response

  06/20/2024

   
  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

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled my account for JLo ******************** products in January 2024 but I'm still getting charged and receiving products that I do not want. The company refuses to refund me my money. When I spoke to a representative of JLo Beauty, they said that they show a record of me canceling in January *************************************** for 4 months.

  Business response

  06/05/2024

  ***********************
  *****************
  ***************
  
  Complaint ID: ********
  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 JLo Beauty on June19, 2023 and again on July 9,2023, with the purchase of a 30-day 6-piece entry kit each time.  This resulted in two separate subscriptions.  Automatic full-size 90-day replenishment kits were sent for each subscription approximately every 3 months and billed in 3 monthly installments over 30-day billing cycles until November 7, 2023.
  
   On January 9, 2024, we received your request to cancel.  Your subscriptions were cancelled at that time.  At that time, we were moving JLo Beauty accounts to a new system.  Your account was migrated to the new system on January 10, 2024.  We regret to learn that due to a system error the cancellations were not transferred to the new system and your subscriptions remained active. We apologize for any inconvenience this may have caused.
  
  On January 14th, February 3rd,April 13th and May 3rd, full-size replenishment kits were sent as scheduled, with the cost of each split into 3 payments.
  
  On May 29, 2024, we received your inquiry about the continued shipments and billing.  Your subscriptions were cancelled and return instructions were provided for the April 13th and May 3rd shipments which were still covered by the 60-Day Money Back Guarantee.  A supervisor callback was submitted per your request to discuss the previous 2024 shipments since the *** had expired for both.  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 January 9, 2024, until May 29th when you informed us of your concern.
  
  On May 31, 2024, a supervisor spoke with you.  The remaining balances due were cleared and you were advised to dispute charges that were not covered by the 60-Day Money Back Guarantee.
  
   Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill, refunds totaling $275.25 for the last two shipments have been issued.  Please allow 3 5 business days for the credits to post.
  
  As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation: we would like to apologize for any frustration you've experienced as a result. Please feel free to keep these shipments free of charge, as a token of our apology for the error that occurred during our system upgrade.  Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Your JLo Beauty subscriptions remain cancelled with nothing further to be shipped or billed.
  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

  Customer response

  06/10/2024

   
  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

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought the initial trial size for the first month 64 bucks Then rec'd the full size products and was billed 3 installments of ***** and was told at any time if I wasn't happy to return the product for a full refund no matter what. Well after sampling the product for 1.5 months I wasn't happy with it. Returned all the product to the company in January of this year. And as of May 13tj I still haven't rece the full refund they sent me a 64 and 17 dollar refund when they owed me for 2 ***** installments. I have been calling and emailing the customer service number and email with no resolution. I just don't know if this has happened to anyone else and please be aware of it. I work hard for my money and I don't appreciate being blown off by every customer service person teir 1 and 2 reps.

  Business response

  05/20/2024

  *************************
  8361 ****** Dr
  **************************-4942
  
  
  Date: 05/17/24
  
  Complaint ID: ********
  Account Number: ************
  File 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 enrolled for automatic shipments of JLo Beauty with the purchase of a full-size deluxe introductory kit on November 26, 2023.  
  
  Your initial order of a 30-day 5-piece introductory kit was sent November 28, 2023, for a total of $60.30 and billed in full to the credit card provided. 
  
  On December 26, 2023, per the terms of your initial purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for $209.85 (plus s&h and sales tax) to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $79.36 was charged at the time of shipping leaving a balance of $158.72. 
  
  On January 10, 2024, we received your LiveChat request to cancel but our records reflect that you instead accepted an offer to postpone future shipments until April 30, 2024.  We regret to learn that you were incorrectly informed regarding the remaining balance for your 2nd shipment.
  
  On January 17, 2024, an email was sent advising that your account was still active with the next shipment postponed until April 30, 2024.  The scheduled payment dates and amounts remaining for your 2nd shipment were provided.
  
  On January 25th, the 2nd installment of $79.36 for your 2nd shipment was charged as scheduled leaving a balance of $79.36.  Also on January 25th,your account was cancelled per your request.  Information regarding the remaining payment and return instructions were provided.
  
  On January 31, 2024, your financial institution reversed the 2nd payment of $79.36 for your 2nd shipment.  Since this shipment was noted in your account as a pending return, the chargeback was accepted as a way to refund that payment.  Also, a refund in the amount of $61.38 was issued for the 1st installment billed in December and the remaining balance was cleared.  The $17.98 s&h charge was not refunded as our satisfaction guarantee does specify that shipping costs are non-refundable.
  
  On February 5, 2024, your 2nd shipment was processed as returned at our facility. This triggered another refund attempt which failed because the 2nd payment had already been reversed and refunded via the chargeback. 
  
  On February 15, 2024, as a courtesy the remaining $17.98 s&h charge was refunded.
  
  Three refunds totaling $158.72 have been issued (one via the chargeback).  Please be advised that the description of the chargeback of $79.36 for the January 25th payment may not show as a direct refund from JLo Beauty on your credit card statement as the refunds for $61.38 and $17.98 will.  Since it was refunded via a payment reversal by your financial institution due to your dispute of the charge, the transaction may be labelled miscellaneous credit or another description as procedures vary amongst financial institutions. We recommend following up with your credit cards issuing bank to confirm the three refunds, one via a chargeback.
  
  Your JLo Beauty account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  05/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I canceled my subscription with JLO Beauty in March. Then, April 3rd, they proceeded to charge me again. So, I contacted them April 7th, unsured if the cancelation went through. The person I spoke to on the vendor's website told me that my subscription had in fact been canceled March 10th. However, they were not able to give me a refund because another package had shipped April 5th. They offered for me to keep the package for the $94.83 they had charged me April 3rd. I told them I just wanted a refund and was not interested in the product. So, they processed a return for me to return the package, and once they got the package back, they would process a refund. It is May 3rd, I still don't have the package they supposedly sent April 5th, and they charged me another $94.83. So, now I'm out $189.66 and no product. I submitted a dispute with ******, as that is what I use as my payment method. However, I believe that a complaint to the BBB was in order due to the way this company is operating.

  Business response

  05/15/2024

  Mr. *****************************
  ******************************************************************************-1728
  
  
  Date: 05/13/24
  
  Complaint ID: ********
  Account Number: *************
  File 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 enrolled for automatic shipments of JLo Beauty with the purchase of a full-size deluxe introductory kit on December 5, 2023.   As part of the initial order, customers purchasing the special offer for the JLo Beauty Deluxe introductory kit are informed that they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order of a 90-day introductory kit was sent December 5, 2023, for a total cost of $275.99 to be billed in 3 monthly installments over a 30-day billing cycle.  Your 1st installment of $90.58 was billed at the time of shipping; the 2nd and 3rd installments of $90.58 and $94.83 were charged on January 5, 2024, and February 3, 2024, respectively.
  
  On March 5, 2024, per the terms of your initial purchase, your 2nd shipment (another full size 90-day automatic replenishment shipment) was sent for $284.49 (including $11.97 s&h) to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $94.83 was charged at the time of shipping leaving a balance of $189.66. 
  
  On March 10, 2024, your account was cancelled per your request.  Information was provided regarding 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.  Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On April 3, 2024, the 2nd installment of $94.83 for your 2nd shipment was charged as scheduled leaving a balance of $94.83.
  
  On April 6th, we received your LiveChat inquiry about the charges. It was explained that the recent charge was for your 2nd shipment since it was a full-size kit with the cost split into 3 monthly payments.  The date and amount of the remaining payment was provided.  We regret to learn upon reviewing your chat that the initial ship date for that shipment was incorrectly noted as 4/5 rather then 3/5.  We would like to apologize for any confusion this might have caused by leaving the impression that a 3rd shipment had been shipped after your account was cancelled.  Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  On April 7th, as a courtesy a prepaid return label was emailed to you to assist with the return of your 2nd shipment.
  
  As no return had been received, on May 3, 2024, the 3rd and final installment of $94.83 for your 2nd shipment was charged as scheduled.  At this time your account balance was paid in full.
  
  On May 8, 2024, PayPal reversed the 2nd and 3rd installments of $94.83 each (a total of $189.66) for your 2nd shipment.  Although the shipment had not been returned, as a gesture of goodwill rather than contest these chargebacks,they were accepted as a way to issue refunds for the last two payments.
  
  Your JLo Beauty account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company keeps charging me even though I canceled the subscription!!!

  Business response

  05/07/2024

  ***********************************
  **********************************************************************-4413
  
  Date: 05/02/24
  
  Complaint ID: ********
  Account Number: ************
  File 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 enrolled for automatic shipments of JLo Beauty with the purchase of a full-size  introductory kit on December 26, 2023.   As part of the initial order,customers purchasing the special offer for the JLo Beauty introductory kits are informed that they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership. 
  
  Your initial order of a 90-day introductory kit was sent December 27, 2023, for a total cost of $165.20 to be billed in 3 monthly installments over a 30-day billing cycle.  Your 1st installment of $59.30 was billed at the time of shipping; the 2nd and 3rd installments of $52.95 each were charged on January 25, 2024, and February 24, 2024, respectively.
  
  On March 24, 2024, per the terms of your initial purchase, your 2nd shipment (another full size 90-day automatic replenishment shipment) was sent for $165.20 billed in 3 installments over 30-day billing cycles.  The 1st installment of $52.95 was charged at the time of shipping leaving a balance of $112.25. 
  
  On March 29, 2024, your account was cancelled per your request.  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.  Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On April 24, 2024, the 2nd installment of $52.95 for your 2nd shipment was charged as scheduled leaving a balance of $59.30.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance has been cleared.
  
  Your JLo Beauty account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

*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. ↩