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:04/15/2025

  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 am writing to express my concerns regarding an issue that has significantly affected my ability to continue as a loyal Murad customer.Recently, two of my orders were stolen from my apartment complex due to ongoing security issues within the building. Upon contacting your customer service team, I was kindly offered a refund for these stolen orders. However, I was not informed that accepting the refund would result in my account being blocked from making future ************ a long-time customer who values ********************'s products and has consistently supported your brand, this situation has been both surprising and disheartening. Since the refund, every attempt Ive made to place new orders has gone unfulfilled, and I have been informed that my account is permanently banned from making further purchases.I kindly request that you review my case with the consideration that the stolen orders were beyond my control and that my intention was simply to have the matter rectified through the refund process. It was never communicated that this would impact my account status, and I believe this outcome is both unexpected and unfair. My apartment complex has since installed Amazon lockers with more security to mitigate the package theft. I genuinely enjoy Murads products and would like to continue purchasing them, as well as utilizing the points I have accumulated over the years. I respectfully ask for your assistance in reinstating my account so I can continue as a valued customer.Thank you for your attention to this matter. I look forward to your prompt resolution.Sincerely,******* *********

  Business Response

  Date: 04/18/2025

  Dear ******* *********,
  
  Thank you for reaching out and sharing your experience with us. We truly value your loyalty and appreciate the time youve taken to communicate your concerns regarding your account.
  
  I am genuinely sorry to hear about the unfortunate situation with your stolen orders. We understand how important it is for our customers to receive their products safely, and we regret that you had to go through this experience. Your feedback is essential to us, and we take it very seriously.
  
  After reviewing your account and the circumstances surrounding your recent orders, we recognize your desire to continue shopping directly through our website to take advantage of exclusive offers and your loyalty points. However, due to the nature of the incidents, we have to prioritize the security of our customers and their transactions.
  
  While we understand that shopping through our partner retailers like ****, *******, and ****** may not be your preferred option,these retailers do offer their own promotions and rewards programs that you may find beneficial. We encourage you to explore these alternatives, as they can provide a similar shopping experience.
  
  Thank you for your understanding, and we truly appreciate your continued support of Murad.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23208742
  
  I am rejecting this response because:

  
  Dear Murad,
  
  
  I appreciate your response and Murads dedication to customer security. I want to express my loyalty to the brand and my commitment to preventing future issues.
  
  
  To ensure secure and reliable deliveries, a new Amazon locker has been installed at my apartment. This tamper-proof solution will be used for all future deliveries, effectively addressing past concerns.
  
  
  I kindly ask for another chance and request reconsideration to lift the ban on my account. I value the exclusive offers and loyalty rewards from Murad and am eager to maintain this relationship. If there is anything in my power to prove this I would greatly love to demonstrate it.
  
  Thank you for your time and understanding.

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

  Business Response

  Date: 04/23/2025

  Dear *******,
  
  Thank you for reaching out and for your continued loyalty to our brand. We truly appreciate your support and are sorry to hear about the unfortunate situation with your recent orders.
  
  We understand how disheartening it can be to face issues with your account, especially as a dedicated customer who enjoys our products.Your experience is important to us, and we want to address your concerns as best as we can.
  
  Given the circumstances surrounding your stolen orders, we strongly recommend continuing to make purchases through our local partner retailers.This approach is designed to ensure the safe receipt of products and to provide you with a more secure shopping experience.
  
  However, if you prefer to order directly through our website, please be aware that Murad would no longer be able to issue any refunds or replacements for any future orders. This includes, but is not limited to, situations such as failed deliveries, missing products, or damaged items. We want to ensure that you have all the necessary information to make the best decision for your shopping needs.
  
  Thank you for your patience and understanding. We look forward to resolving this matter.

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, allowing me to purchase from the website but with no future refunds or replacements under any circumstances is satisfactory to me.
  

  I just want to make sure my account is unbanned and written back by the company confirming this before this is resolved. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:11/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding an unsatisfactory experience with Murad Skincares customer service and return policy. Recently, I purchased a product from Murad that did not meet its online description, leaving an oily residue and causing skin irritation. Due to these issues, I contacted Murad twice to initiate a return and requested free return shipping, as the product did not perform as advertised. However, my request for a free return shipping label was denied, which I find unacceptable given that the products issues were outside my control.Additionally, Murad offered me ***** loyalty points as compensation for the inconvenience caused by this product. Despite their assurance, I only received 87 points in my account, a significant discrepancy that adds to my frustration with this ************ a long-time Murad customer, I am disappointed with their lack of support and accountability. I respectfully request that Murad to provide a free return shipping label to facilitate the return.Desired Outcome:Provision of a free return shipping label for the product.Thank you for your attention to this matter.********

  Business Response

  Date: 12/05/2024

  Dear ******** Fan,

  Thank you for bringing this to our attention.  Murad is a family business, 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 we wanted to address your concerns.

  Initially only 87 points were added however we did go back, remove the 87 and then added ***** points.   500 points can be redeemed for $25.00 in savings so ***** points is equal to $50.00.  Because we do not have prepaid labels for returns, that should more than compensate you for the return shipping.   If you log into your account and go to Rewards, then click on Activity and finally History, you will see that the ***** points have been added.  You now have 1,400 points.  Prior to your purchase you had 400 points.  Because order 728983 was returned, the points for that purchase are removed. 

  We are very thankful that you reached out to us, as opportunities such as this help us identify the gaps in our processes and keep us working on solutions that bring a better experience to our customers each and every day.  On behalf of Murad, I hope that I have addressed your concerns to your full and complete satisfaction.  I wholeheartedly encourage you to contact me directly if you have any future concerns regarding your return, our products,our services, or your skincare needs.  I would be honored and pleased to win back your patronage and to become your personal skincare provider.  Simply email or chat and ask for *******.

   

• Initial Complaint

  Date:10/04/2024

  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 made a purchase from Murad not knowing the terrible experience it'd be. I'm traveling due to work and studies abroad and my *** offered to bring me some products. Date of purchase Sep 22, 24. I ordered several items and I spent $212.83 USD in total. My mom received 2 packages, one with a single item which is an SPF of $62.10 which came leaking and it seems like it was used or owned before. In the other package I received the rest of the order except for a moisturizer of $51.00.I let their customer service know about this and requested a refund since my mom cannot take anymore packages at home. They said I should dispute this with my bank and they wouldn't do anything else. Despite me explaining I cannot do a dispute with the international card I have, and that is not logical or fair that I have to dispute this with my bank while this is MURAD's fault. Then when I requested a replacement of the items instead of the refund, they also said I should dispute with the bank. They are just trying to wash their hands and not help at all.

  Business Response

  Date: 10/16/2024

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

  Thank you for contacting us. After a thorough investigation, we have determined that there has been a pattern of deceptive practices associated with your account. These actions are a clear violation of our terms of service, and as a result, Murad will no longer fulfill any future orders.  If you have any outstanding issues, please contact your banking institution moving forward. 

• Initial Complaint

  Date:07/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/29/2024

  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.

  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

  Date: 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

  Date:02/23/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:12/19/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/19/2023

  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.

  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

  Date: 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

  Date:12/12/2023

  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.

  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

  Date: 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.

  *******