ComplaintsforMurad

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear who would take care of my complaint,Thanks for taking care of my case in advance, I really appreciate it!I ordered Vita-C ******** Serum (*********************************************************************) from Murad Store on Jul. 03, 2024, and received it on Jul. 10, 2024. After I opened it, I realized that the product I received was not as described on their website. They have updated this product recently and claim that 'New Packaging = Greater Stability The new packaging is sustainable, refillable and airless, therefore minimizing the formula's exposure to environmental factors that would cause vitamin C instability', which is supposed to be better than the older product (shown as attachment).Tempted by this advertisement, I ordered it. However, I got a product that was the old version, produced almost a year ago (please see the attachment). The production date indicates they must have abundant storage of the old version that has not been sold, but they advertise the new version to confuse customers into buying it.I do understand that product updates are great, which I really appreciate. However, I was told by customer service that they could not control it. However, randomly shipping with any version is not reasonable, especially when claiming the update and distinguishing between two versions. They should provide options to choose which version the customer would like to purchase. If not, it is a fraud. I was told that I could return the product but could not exchange the latest version, which is complete chicanery, although they have a sentence 'Packaging may vary' to explain that. However, I cannot agree because it changes not only the package but also the ingredients and the way of storing the serum. This is a great improvement and why I would like the last one. I need the correct replacement, and they need to pay the shipping fees as well. Importantly, they should have options of this product for customers on the website.

  Business response

  07/19/2024

  Dear *******************,

  I do apologize however on the product page, it does state Packaging may vary but I have to agree with you, the site does not make that clear and things are worded poorly. I have requested the proper packaging for you. Once shipped you will receive an email with the tracking number.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a creme from this company as a promotion in 11/2023 but I made sure I did not subscribe. They sent me another shipment on 1/23/24 and billed me $88.18. I called Murad and spoke to a rep that confirmed that I was not on any subscription plan and he did not know why my credit card was charged. He was supposed to get back to me. Noone has resolved this and they shipped me yet another product and billed me ***** and they created a subscription on the 1/2024 order. This is a company with poor ethics. Refund me and cancel any future shipments.

  Business response

  03/07/2024

  Dear ***************************,

  Thank you for bringing this to our attention.  We truly care about each and every customer experience.  Because excellent customer service is a top priority for ********************, we have carefully reviewed this complaint and we have issued a full refund for all requested funds. 

  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction.  We wholeheartedly encourage you to contact us directly if you have any *************** regarding your complaint, our products, our services, or your skincare needs.  We would be honored and pleased to win back your patronage and to become your personal skincare provider.

  Sincerely,

  Murad

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order (Order #*******) with a grand total of $289.39 on 2/16/24. Since I need them to arrive before 2/22/24, I paid $14.95 for 2 Day Expedited Shipping, which was supposed to be arriving on 2/20/2024. But now it is 2/22/24 and the order status is still pending! I immediately contacted customer service asking for order cancellation but was told it was "impossible to cancel". I explained the situation very clearly that I'm leaving on today on 2/22 and nobody would be there to receive the package for a few months. The skincare product will be sitting outside my house and will not be usable anymore when I get back. But the answer is still "NO". I'm only asking to cancel an order that is delayed in shipping for whatever reason caused by Murad, while the order has not even been processed yet! It does not make any sense. Ridiculous customer service and unreasonable policy.

  Business response

  03/07/2024

  Dear *****************,

  Thank you for bringing this to our attention.  We truly care about each and every customer experience.  It is indeed the case that we are not able to cancel orders once they are placed.  Because excellent customer service is a top priority for ********************, we have carefully reviewed this complaint and we have issued a full refund for all requested funds. 

  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction.  We wholeheartedly encourage you to contact us directly if you have any *************** regarding your complaint, our products, our services, or your skincare needs.  We would be honored and pleased to win back your patronage and to become your personal skincare provider.

  Sincerely,

  *******

  Customer response

  03/13/2024

   
  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

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchase the product 19th Nov, 2023, the money I spent is $202.83 CAD (order number *********, RMA #USXCPSXI). This is the first time I use this brand, the produciton date is old (order than the sale product from Marshalls), and I had irritation on my face. So I decided to return and understand that the return shipping is not free. Ok, that's find, I can deal with it. So I mailed the returned product at 8th Jan ****. I put the **** namely the return number, inside the package and spent $18.48 CAD for the shipping. After one week, I checked the tracking number, and the returned package was already delivered. I was thinking that maybe they should start the refund process. But over a week, I heard nothing from them, I sent an email to customer service, they replied that, they can't refund me because I didn't provide the tracking number. I was shocked. I have been shopping online for 20 years, never heard of any band require the customer to provide the return tracking number, otherwise no refund. I don't know how their system works, but it is crazy. Now I just want the refund, and I will never purchase products from Murad again.

  Business response

  02/14/2024

  
  Dear *******************,

  Thank you for bringing this to our attention.  We truly care about each and every customer experience.  We did inform you on December 7 that the tracking was required.  Because excellent customer service is a top priority for ********************, we have carefully reviewed this complaint and we have issued a full refund for all requested funds. 
  
  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction.  We wholeheartedly encourage you to contact us directly if you have any *************** regarding your complaint, our products, our services, or your skincare needs.  We would be honored and pleased to win back your patronage and to become your personal skincare provider.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Absolutely horrific customer service. I received an order from a subscription I had done early in the year. I asked for a return request and they approved it. They send me return number, and I wrote the return number outside the box and sent it back. That week my son was sick and end ** throwing up in the car over some paperwork and the receipt from the post office. A few weeks passed by and I noticed I havent received the refund I called them and they told me they were waiting for the tracking number. I explained to the customer service representative what had happened, and they told me they couldnt give me a refund back. I told them that if they were going to keep the money to send my order back however they said no we need a tracking number. I had called them multiple times and they refused to either send me the order back or refund me. Every time I contact them their costumer service has been useless. I have been a customer for many years and I have never returned any thing that I have bought from them. This one time I returned something and they keep the items and the money like we are not struggling. it is disappointing that accompany like Murad will do this too long time customers. Moving forward I will not be buying from them and I have already told family members to stop buying from them. Just like other costumer who have been ripped off by Murad at this point I'm exhausted at trying to reach anyone who cares that I was ripped off by Murad. I either want my product or a refund.

  Business response

  12/21/2023

  Dear ******** Coln,

  Thank you for bringing this to our attention.  We truly care about each and every customer experience.  Because excellent customer service is a top priority for ********************, we have carefully reviewed this complaint and we have issued a full refund for all requested funds.  I have spoken with the representatives who previously assisted you, and I assure you that they are deeply sorry for not having been more helpful with your situation. While the level of service they provided you was completely out of character, it was still unwarranted.

  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction.  We wholeheartedly encourage you to contact us directly if you have any *************** regarding your complaint, our products, our services, or your skincare needs.  We would be honored and pleased to win back your patronage and to become your personal skincare provider.

  Sincerely,

  *******

  Customer response

  12/25/2023

   
  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,
  
  Naydeliz Coln

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/24/23, around 10/2/23 and again around 10/16/23 I submitted a form through the online customer service portal and/or sent email requests asking to cancel an auto-subscription associated with the email account ******************* I submitted 3 or 4 requests after my attempt to cancel it myself failed. I do not appear to have a valid account with ******************** through the aforementioned email address. Every time I tried to request a password reset I didnt get an email allowing me to do so. Note that the monthly order confirmed and shipping emails went through just fine. Every email I sent was ignored, except for one automated message I must have received through AI-powered technology that did not address the issue I was contacting them about. Their customer service policy appears to be to not read or respond to emails? Why is there an email customer service option available? As I was ordering other non-subscription products, I didnt realize I continued to receive the subscriptions until December when I opened several Murad boxes and had accumulated three additional subscriptions AFTER requesting cancellation. Called Murad on 12/18. They canceled my subscription going forward but refuse to refund me for their errorthe past 3 months of continued subscription. Instead they offered that I could return 2 subscriptions at my shipping expense. I expect them to refund me for the October, November and December shipments, totally approximately $330. I am happy to send all three shipments back, if they would like to resell it, but at their expense.

  Business response

  01/10/2024

  Dear *********************,

  Thank you for bringing this to our attention.  We truly care about each and every customer experience.  Because excellent customer service is a top priority for ********************, we have carefully reviewed this complaint and we have issued a full refund for all requested funds. 

  Order ******* was refunded December 28 and order ******* and order ******* were refunded today, January 10.  The credit will then show on your account a few days after.  Typically within 3 to 5 business days.

  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction.  We wholeheartedly encourage you to contact us directly if you have any *************** regarding your complaint, our products, our services, or your skincare needs.  We would be honored and pleased to win back your patronage and to become your personal skincare provider.

  Sincerely,

  *******

• Initial Complaint

  12/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  12-10-2023 I received notice that Murad was shipping a product to my address. I reached out to them but the hold time was over 15 mins. I sent an email to cancel this package.I called this evening I spoke to ****** who said I need to contact *** to re route the package, but *** does not do this.The package has not even left the building they refuse to cancel or re route the package.

  Business response

  12/12/2023

  Dear *************************,

  Thank you for bringing this to our attention.  We truly care about each and every customer experience.  Because excellent customer service is a top priority for ********************, we have carefully reviewed this complaint and I am happy to process a reshipment or a refund.  Which would be best for you?
  

  Please understand that once an order is placed we are not able to make any changes.  We use 3rd party warehouses so all we can do is print the order to them. We do not have access to their systems to make any changes.  If we could make any changes, we most certainly would.
  

  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction. We wholeheartedly encourage you to contact us directly if you have any *************** regarding your complaint, our products, our services, or your skincare needs.  We would be honored and pleased to win back your patronage and to become your personal skincare provider.

  *******

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello & To Whom this may ************ a few years ago, there was an issue that I had to work out with you all at Dr ******************** Corporate and I ended up getting a credit. I used some of that credit then to get an item immediately then, and then $25 was remaining on my account. It was stated that it would remain on my account and would never to expire. Well, ** finally out of the Dr ******************** product, and I wanted to order a facial soap tonight and wanted to apply the $25 credit to my order. However, Im being told by the representative that he does not see any credit, nor any mention of past conversations, calls, or the initial credit that was given to me, and basically got smart with me and essentially accusing me of not having a credit. I dont appreciate this one bit. So, what that I havent ordered anything in a couple years, that credit was to remain under my name and account. I want someone to check into this and my credit to be honored. Im always having a problem with this company, and Im at the point where I feel like if this isnt resolved, I will not be able to continue using or buying Dr. ******************** products.Lastly, and Just FYI I did purchase a facial soap within the last year, I just bought it instead at Ulta Beauty because I had a great coupon, and I was able to go to the store and purchase it right away at that time. So now, that Im done with that, I wanted to finally use the $25 credit and order the facial soap from you all and since I figured I had enough to last me until it would be sent/shipped, but now with this problem that I encountered tonight, and I now have to reach out to you all, I dont know if I have enough product to last. I want some resolve and asap.

  Business response

  11/10/2023

  Dear ***********************,

  Thank you for bringing this to our attention.

  I apologize for any frustration and have reviewed your account and made an adjustment.   I have updated your Rewards account so that you have 500 points that you can then redeem on a purchase for $25.00 in savings.  Please do keep in mind that when you redeem points for savings, no promotion can be applied to the order, only the savings.  If you need assistance with anything please email ****************************** so that I may personally assist you.
  

  Customer response

  11/13/2023

   
  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.

   

  Thank-you Dr. *************************** I will continue to be a loyal customer as I have for 20 years. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a bottle of sunscreen from their official website, but when I received it, I found that the sunscreen will expire in 11 months. Normally, a fresh product should have a shelf life of 3 years. So, I emailed them to request a replacement for a fresh sunscreen. However, their customer service refused to replace the product and mentioned that I would have to bear the shipping costs if I wanted a replacement. This is clearly a quality issue on their part, and they are refusing to take responsibility for it.

  Business response

  08/29/2023

  Dear **********,

  Thank you for bringing this to our attention.  We truly care about each and every customer experience.  

  You are indeed correct that when a product,without an active ingredient, is produced it will then expire in 3 years. We do not produce every product every day as we manufacture in batches. We then send batches to our warehouses based on forecasted demand.  The Correct & Protect you purchased will expire in 11 months.   You most definitely have ample time to use it before it expires given it will typically last 3 months when used once per day.  The products are clinically tested to be just as effective as the day they were produced until they expire.
  
  We have processed a refund for your order and given your preference of shelf life when purchasing your products, we would recommend shopping locally at your Sephora for your Murad needs.  This will allow you to see what the expiration date will be prior to purchasing.

  Customer response

  08/31/2023

   
  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

  04/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a loyal customer of ******************** products since April 2021, and until December 2022, I had a great experience with their products. However, since December 2022, I have faced multiple issues with placing orders on their website. All the orders I placed showed as "pending review", and were refunded without any notification.On March 27, 2023, I placed an order #*******, which was also refunded without any valid reason. When I contacted the customer service, I was given two different reasons for the cancellation of my order. First, I called the customer service and was told that the product I ordered was out of stock, which I found hard to believe as I had faced this issue multiple times. Later, when I contacted the online chat, the agent told me that my order was flagged as high risk and potentially fraudulent by their fraud detection system, without providing any specific reason. Lastly, I emailed the customer service about this issue and got nothing back but an autoreply. It seems that the existing of their customer service is to provide excuses, but not help.I am extremely disappointed with the poor customer service and unreliable risk detection system of Murad. Even after being a loyal customer for almost two years, they have blocked my account from placing any order, and I have not received any valid explanation or solution to this issue. I have always provided legitimate address and billing information, and my historical transactions were mainly for their retinol products.It seems that Murad is only interested in their profits and does not care about their loyal customers. I hope they will take immediate action to address this issue and provide a satisfactory solution to their customers.

  Business response

  04/21/2023

  Dear ***************************,

  Thank you for bringing this to our attention.  Murad is not some anonymous corporation.  We truly care about each and every customer experience.  Because excellent customer service is a top priority for ********************, we have carefully reviewed this complaint and worked with our 3rd party platform and have finally accomplished getting the block removed.

  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction.  We wholeheartedly encourage you to contact us directly if you have any future concerns regarding your complaint, our products, our services, or your skincare needs.  We would be honored and pleased to win back your patronage and to become your personal skincare provider.

  Sincerely,

  *******

*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. ↩