ComplaintsforMurad

• Initial Complaint

  03/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On February 23 I received a shipment of an item I did not order. When I called they said it was an auto shipment.I had not ordered this item in over a year. I just wanted it returned they would not issue a shipping label. I asked to speak to a supervisor they would not put me thru to one, They told me twice a supervisor would call it has been a month no call to resolve this. The order number is **********. All I want is to return this item they should pay for shipping. Since they were so rude I have since cancelled my membership.

  Business response

  03/29/2023

  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 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 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,

  *******

  Customer response

  03/30/2023

   
  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

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order which I didn't receive with three items one was a gift from Murad. I called Murad they re-issued my products but I did not receive the gift item. They offered me points but I cannot redeem those points unless I buy an item I don't want so they offered me a discount which would mean I would have to pay for my free gift which they failed to send. I think this borders on fraud!

  Business response

  03/15/2023

  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.

  Unfortunately when you contacted us regarding the missing .33 oz Retinol Youth Renewal Serum we had no inventory to send.  We still do not have inventory of the .33 oz Retinol Youth Renewal Serum on it's own however we do have a 4 piece gift we hope you will enjoy.  I have requested that be shipped to you with an additional gift.  The order number is 3441018 and you should have a confirmation now and you will receive an email with tracking once the order ships.

  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,

  ***************************

• Initial Complaint

  01/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried contacting this company NUMEROUS times regarding an auto-ship order #******* for $229.92 that I did not authorize. I received an email regarding the auto-ship being processed on 12/17/22 at 3:15 AM, but I never received an email notifying me of the upcoming auto-ship. I have been a return customer for YEARS and never have experienced this issue. Their website clearly states "Easily manage your settings from the Subscription Customer Portal accessible through your Murad Account. Email notifications before each order ships means no surprises! Adjust quantities, ship or skip one-time deliveries. Cancel anytime." This order was clearly a surprise since I was not notified before it was processed. I used to receive email notifications before the orders were processed, but this time I did not receive one. I called on 12/17/22 and spoke to a customer service representative who said that the order would not be processed and that the refund would be processed on my card within one to three business days. Two days later, on 12/19/22, I received an email notification that the order was shipped. I called on 12/30/22 at 2:39 PM and spoke to a customer service rep who told me a manager would be reaching back out to me the same day, but never did. I called on 12/31/22, and they were closed. I called today, 1/2/23, and spoke to a customer service rep who said there is no history of me calling and that a manager would reach out to me in 24-48 hours. I do not understand why I am being told different information and why they have no record of me reaching out. I have the unopened box that I will gladly return for a FULL REFUND. I already disputed the charge with my credit card company since I am getting no responses from Murad. I used to recommend their products, but will not be doing so moving forward. I am extremely disgusted with how I am being treated as a repeat customer. It's an absolute disgrace and a complete headache. Do you treat all of your customers this way?

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2023/01/12) */ Dear*******************, Our goal in Customer Care is not only to provide you with excellent products, but to also provide you with outstanding Customer Service. Please accept my sincerest apologies for your frustrations. I am not sure what happened as emails are automated and sent 5 days prior to shipment from ************************** The emails were sent on 12/12/2022 13:10 and 12/12/2022 19:36. We can absolutely issue a refund for you. Given the package is unopened, all you have to do is write THAHNTTO on the outside and mark it as REFUSED. As long as the shipment has not been opened, it will not cost you anything. Give it back to the US Postal Service and email me at************** once that is done. I can then track it as REFUSED and request the refund be processed prior to it even arriving at our warehouse. 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. Sincerely, Melissa Consumer Response /* (3000, 7, 2023/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi Melissa, Thank you for your response. Unfortunately, I never received those emails with the dates you provided, and I have noticed other customers having the same issue. Your company may have an internal email issue that should be evaluated and addressed so other customers can avoid this problem. I have made numerous attempts to contact your company via phone and was promised a call back from a manager on multiple different occasions. I never received a callback, which is a disgrace. The last customer service rep I spoke to on 1/4/2023 told me that I could return the products, but I would have to pay for shipping. He said the packing slip would have to be filled out and returned with the unopened products. When I opened the package, there was no packing slip inside. It would have cost me almost $30 to ship the product back, which was not worth it. If a manager had called me back to explain that I could've "REFUSED" the package for a FULL REFUND, I would have happily shipped it back. It was a waste of $230 since I don't even use one of the products. I am still trying to understand the lack of customer service skills and the unreliable information shared during each phone interaction. It was $230 down the drain. My problem still has not been resolved. I have been a loyal customer for years and expect a better resolution for my poor experience. Thank you. Business Response /* (4000, 9, 2023/01/23) */ Dear*******************, I do appreciate your feedback regarding your experiences with our staff and systems. I did check with our Web team and confirmed the emails were sent. It is possible that your email provider blocked the email all together. I can assure you that in regards to your feedback regarding your interactions with Customer Care is being discussed. Honestly. The refund has been processed and the credit should post in 3 to 5 business days. I am sorry we had to meet on such terms; although I am thankful you gave us the opportunity to make improvements. I encourage you to contact me directly so that I can personally assist you. Sincerely, Melissa *****************

• Initial Complaint

  12/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi, I need a refund for failing to deliver to the correct address. I made order (********* ) on Nov 23th at 8:21am EST. Immediately, I discovered my account had my old home address but the correct billing address. I called MURAD at 9:06 AM EST on Nov 23th (open hours) to update the delivery address (minutes within the order). They told me they wouldn't do it so I requested to cancel. MURAD then proceeded to fulfill the order about 10 hours later at 5:22pm EST and create/print a shipping label at 7:04pm EST with the wrong address. The package sat in their facility for two full days. On Nov 25, they proceed to pass the package to UPS. I emailed MURAD on Nov 23th that I canceled the order, and called on Dec 2nd only to be left on hold indefinitely when I requested an email confirmation about my cancel request. I was told many stories why my request was rejected. Their system doesn't allow it, policy, and in-stock items I called UPS and USPS only to discover that it is the shipper responsibility to update the address. I called MURAD one last time, and requested to call UPS because the delivery could happen the next date. They rejected my request again, and pushed all the logistical problems to me. MURAD knowingly proceeded to ship to the wrong address and had plenty of time to cancel and re-order with the correct address. MURAD chooses to have a system that does not allow customer to fix mistakes within minutes. MURAD chooses to ignore customer concerns due to the "system" by choice. I tried my best and spend hours to resolve my mistake. I did not wait days or weeks to fix this. I notified MURAD within minutes, but MURAD chose to not provide any customer service. They continue putting the blame on the customer even when they know that UPS and USPS will update the address willingly for the shipper. I would like a full refund.

  Business response

  12/15/2022

  Business Response /* (1000, 5, 2022/12/05) */ Dear************, Thank you for bringing this to our attention. Murad is not some anonymous corporation. We truly care about each and every customer experience. It is indeed true that we are unable to change or cancel orders once they are placed. We use 3rd party warehouses so all we can do is print the order to the warehouse. We do not have access to their systems to make changes. I am so sorry. I see that a reshipment request has been entered and I have processed that for you today. You will be receiving emails regarding *******. Of course, it is free of charge. Additionally I have added 500 Rewards points for you which can be redeemed for $25.00 in savings on a future order or for select products. You now have 972 points. 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, Melissa ************* Consumer Response /* (3000, 7, 2022/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, Thank you for the update. However, I do not accept the response due discrepancies. Order #******* is missing 3 City Skin Age Defense Broad Spectrum SPF 50 PA++++, 1.7 FL. OZ. I called on Dec 5th to address this issue, and was emailed work item*********. I haven't heard back about this via email or here. I'm done wasting time hunting for my purchased items. Please provide a full refund for the 3 missing City Skin Age Defense Broad Spectrum SPF 50 PA++++, 1.7 FL. OZ. The new order has not been created, label, or shipped. See attached picture. Business Response /* (4000, 9, 2022/12/09) */ Dear************, I sincerely apologize for the delay. We do process these requests manually and we work normal business hours and business days. The reshipment was processed yesterday and the 3 City Skin have shipped. The tracking number is ****************** The package is with UPS. According to the tracking it is anticipated to be delivered December 16. Sincerely, Melissa Consumer Response /* (2000, 11, 2022/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order date: Nov 26th 2022 oder items 7 Grand Total: $291.24 I ordered some skincare from Murad.com on 11/26/2022 10:41 PM ********************************************************************************************************************************************************************************************************************************* I found I bought the wrong package, so I wanted to cancel it online, but this website does not provide any cancellation choices for the customers. Then I emailed them to cancel my order immediately at 12: 19 am on 11/27/2022. I waited till 11/28/2022, 4 P.M. there was no response email from the Murad company, so I talked to them online and requested to cancel my order since the company email claims that Orders typically ship within 2 to 3 business days from the order date because of the safety protocols we have in place for our employees. The online agent ***** said that I am sorry. I have noticed that your order has been assigned to one of our warehouses despite my best effort I am not able to cancel it. Then, I called Murad *************** the same answer the agent ******* gave to me. However, they all said that: We would like to compensate you with in the way of Murad's *********************, our loyalty program. I can add 300 reward points as a one-time courtesy to your Murad.com account. Reward points can be redeemed for samples, gift sets, full size products and even discounts. And, now I have to wait for the items to come and request the return form by calling them or emailing them, or chatting with them online. Yes, you can not just return like **************** and so forth. This Murad website/company does not allow the customer to cancel the order, and does not reply to the customer either. It used the third party as an excuse to make shopping complicated.

  Business response

  12/23/2022

  Business Response /* (1000, 5, 2022/12/02) */ Dear Thank you for bringing this to our attention. Murad is not some anonymous corporation. We truly care about each and every customer experience. It is absolutely true that we are unable to modify or cancel orders once they are placed. We use 3rd party warehouses so all we can do is print the order to the warehouse. We do not have access to their systems to make changes. It is also true we only process orders on business days and not 24 x 7. I have processed the refunds for you. You will receive emails referencing*********************** Those are triggered by my issuing the refunds. The credit will post in 3 to 5 business days at the most. Sincerely, ********************************** Consumer Response /* (3000, 7, 2022/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) the order I wished to return is order #******* Order date: Nov 26th 2022 oder items 7 Grand Total: $291.24 but Murad refund me different order #******* only for $247.09. Now I have no idea what else can I do. I want to keep order #*******, but you refund me its money...I want to return #*******,I want you to refund me $291.24 for this order. Murad just makes the returning order more complicated. Business Response /* (4000, 9, 2022/12/12) */ Dear ******** , I sincerely apologize for the mistake made when issuing the refund. What I have done is requested a refund for the ******************************** from the order you are keeping. This will be an additional amount of $57.88. The credit should post in 3 to 5 business days at the most. Again, I sincerely apologize for the mistake made. Sincerely, *******

• Initial Complaint

  11/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on Sun 11/20/2022. Their suggested shipping address in their system removed my apartment number, and didn't allow me to review the details before I submitted the order. Therefore, I left Murad a message online and wrote them an urgent email immediately after placing the order. Since it was a Sun, I expect that they would help me address it on 11/21/2022. However, they responded to me via email that they can't modify my shipping address once an order is placed. Then I called their customer desk, their rep told me the same thing: once the order is placed, no modification is allowed, nor can I cancel my order. This is very upsetting as this is an error due to their system, plus the order has been showing "pending status" all the time as of tonight 11/22/22. Neither there is a tracking number for me to reach out to any carrier. I've never come across any retail company that doesn't allow you to make any changes in this scenario, not even canceling orders. For a company that doesn't care about customers' request to this level, especially it's caused by their system mistake, I can't have any trust in the quality of the product. If there's any skin issues caused by the product, I don't think they would care at all.

  Business response

  12/15/2022

  Business Response /* (1000, 5, 2022/11/30) */ Dear *********, 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. It is indeed true that we are unable to modify/cancel orders once they print to the warehouse. We use 3rd party warehouses so all we can do is print the order to the warehouse. We do not have access to their systems to make changes. I have emailed you twice regarding your order and have not received a response. I want to insure that you receive your order and would like to further discuss some additional goodies for you! I look forward to hearing from you and am happy to assist you with anything that you may need personally. Sincerely, **************

• Initial Complaint

  11/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed the order on Nov 7th, and the order number is *****. At that time, the ***** kit was not out of stock. They didn't ship my order until Nov 15th. I sent them email, which never worked! Then, I called the customer services. They said the ***** kit was already out of stock, so they cannot ship it. I don't understand why they didn't send me the email prior saying that the kit was out of stock. They told me this until I called them. I asked for refund as they don't know when it will be back to the stock. The staff said I will receive an email of cancellation shortly, and my refund will be back to my credit card within 5-7 days. The thing is I haven't received any email cancellation and my refunds! When I tracked my order, my order status is still on "order confirmed". I am so tired of communicating with the Murad. I just want my refund back asap!

  Business response

  12/12/2022

  Business Response /* (1000, 5, 2022/11/28) */ Dear***********, 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 Murad, 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 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, *******

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (#*****) online on Nov 6th, credit card ($170.54) was charged right away. It has been 10 days (8 business days) since the order was placed but status is still showing "pending". My friend placed her order after me, it was shipped in 2 days, and she already received the order. I've been trying to contact Murad Canada but both phone numbers are not in service, emails (sent twice) got returned, and I've also been submitting my request online (at least 4-5 times in the last week), still haven't heard back from anyone.

  Business response

  12/12/2022

  Business Response /* (1000, 5, 2022/11/23) */ Dear Ms *********, 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 Murad, 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 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, **************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello,On 10/3 I placed an order, order #*******. Part of the order was a 3 piece Retinol Youth Renewal Regimen. I received my order in 2 shipments, but never received the Retinol Youth Renewal Night Cream. I emailed **************** and received a response on 10/12 stating that the product was on backorder and it would be shipped to me as soon as it was available.I emailed customer service again on 10/13, 10/19 and 10/24. No response. I called on 10/29 and spoke to someone who apologized profusely. He did not understand why the item had not been shipped, as it was now in stock. He said it would be sent to me within 3-5 days. I was upset at the shipment delay, so he offered me reward points due to the inconvenience. At that point I believed that I would be receiving my product and gave him a great review at the end of the call. BIG MISTAKE!On 11/5, I still had not received tracking information, my product nor had the reward points been added to my account. I call customer service and after 30 min of waiting to speak to someone, I choose to receive an *** message to discuss. Today 11/8, I receive the *** message and I respond with my issue. It's been 10 hours and I have still not had a response to my reported via ***. 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 for the cream.

  Business response

  11/10/2022

  Dear *****************************,
  
  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 I have been asked to assist you.
  
  I sincerely apologize for the experience you have has as it does not meet our standards and far from what you deserve. I can assure the agents shortcomings have absolutely been addressed.
  
  Unfortunately there has been a delay with getting our replenishment. The date has moved to November 14. I show that **** Points were applied 11/02 however it was not made visible to you. I do apologize for that mistake. I have processed an order at no charge with some travel sizes of the Retinol Youth Renewal Night Cream to get you through until the full size is back in stock and shipped.
  
  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. My email address is ********************************** I would be honored to be your personal Skincare Specialist.
  
  Respectfully,
  
  ***************************

  Customer response

  11/10/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept this prompt response & truly appreciate the assistance of BBB in helping to resolve the issue.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Absolutely horrific customer service. I received an email that I'd placed an order that I did not authorize or place--turns out, this was from a subscription that I had signed up for but totally forgot about as I received zero notifications. The main reason I'd signed up for auto-delivery was because they promise in MULTIPLE places on their website that there are "no surprises!" and that an email notification will always be sent out 10 days prior to auto-delivery shipments so that you can cancel or delay. I do not sign up for subscriptions otherwise. I received NO email notification--I called right away and asked them to cancel, and they refused to do so. They also refused to send me a return label or to reimburse me for return shipping--I should not have to pay for return shipping for an order that I did not authorize and would not have authorized if Murad had honored the promises that it makes on its website for email notifications. I did my part in asking them to cancel the order and would have canceled much sooner if they'd sent the notification that they stated they would. I am not paying for return shipping--instead of offering me a full refund, they offered me "points" as "compensation", which are totally worthless to me as I will not be purchasing from Murad ever again. Their customer service, especially on chat, is also completely useless and unhelpful--copied and pasted responses and extremely long response times.

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/11/07) */ First, we would like to thank you for being a Murad Customer and apologize that you were not informed properly regarding your shipment and subscription. We truly care about each and every customer experience as it is our Customers who make Murad the great company it is! We are sorry that you did not have a positive experience when contacting Customer Care, in relation to the communication and cancellation of your order, and are working with our staff to create the best experience possible for all Customers. We would like to assure you that a full refund of your order was processed, and would ask that you confirm this with your card on file that the refund has been completed on your end. When the order arrives, you are welcome to keep it or dispose of it how you see fit. On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction. Consumer Response /* (2000, 7, 2022/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my refund. It is ridiculous that Murad only addresses customer issues when confronted through the BBB (as you can see via the many other complaints on this page as well). I tried three times to resolve this with their (awful) customer service agents directly. Terrible business practices.

*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. ↩