ComplaintsforMurad

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  today I received an order confirmation that I placed an order in Murad.com (order #*******) but actually I didn't. I contacted customer service immediately and was told they were unable to cancel this order due to customer policy. I was also told that I placed this order with auto delivery 6 months ago, but I did not do so! I then checked my account and could not see any auto delivery information. Then I found VERY SMALL letters of auto delivery at the bottom of the website. I am not saying that the company tries to hide it, but in bbb there are many people complaining the same issue!!!!!!! The customer service refused to cancel my order, and did not suggest me to refuse my package. The company seems reluctant to refund and force the customer to accept what they received. He also refused to give me a shipping label. what should I do to get a FULL refund without paying shipping fee?

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/05/27) */ Dear *************, First, we would like to thank you for being a Murad Customer and apologize for the way your concern was handled. Please be assured that we are working with our staff to create the best experience possible for all Customers. In order to make things right we have processed a refund for your order. Consumer Response /* (2000, 7, 2022/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just received the merchant refund. Hopefully the company can adjust these rules.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been using trials of this product for months. However, I decided I would place an order for the big bottles. After doing this, I realize that one of the products I had been using was causing an allergic reaction. I couldn't cancel the order, so I figured "I won't open it, and ship it back". When I spoke to the company, she said they don't provide shipping labels. Okay...sooo if I had bought this product through Amazon or most other companies, they would have provided return shipping. Compliant one. Complaint two...when I told the company how much the shipping would cost me...the customer service representative basically called me a liar and said "there is no way it costs that much." Do you think I'm just making up this information? I sat here on my computer and looked up the price. I live in the SE, the company is in CA and in case you haven't heard, the cost of gas is at all all time high, so don't tell "there's no way it can cost that much" when you haven't looked into it yourself. So now im upset over company policy and the fact that I was insulted. I know this means nothing to the company, but the shipping cost is equal to a tank of gas to go to work. If they can't support the consumers that support them, they have a bad policy. All I want is to return my UNOPENED product without incurring more costs. I could barely afford this stuff as it is... I wouldn't be sitting here and writing a review if everything I said wasn't true....

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/12) */ 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 Murad, we have carefully reviewed this complaint and we have issued a refund for the Oil and Pore Control Mattifier. 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. Sincerely, *******

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order (confirmation # XXX-XXXX)On Sunday, March 20, 2022 with *****. Immediately afterward my friend told me that *****'s parent company is not cruelty free.I canceled right away but was emailed that even though ***** does not ship or operate on weekends, I could not cancel my order.When I call on Monday I was told that I should refuse delivery from the carrier. The package was left on the sidewalk in front of the house so I did not have that option.I emailed the company and was emailed in return that I could return the package at the expense of ***** as long as it was not opened (email attached).When I telephoned ***** to ask how to go about this I was told that ***** would not cover return shipping.I now have an unopened package in my home with over $190.00 worth of products that I do not want.

  Business response

  05/11/2022

  Consumer Response /* (-5, 8, 2022/05/10) */ Murad refunded my credit card first for the amount of the missing items. I had no idea items were missing as I did not open the package. They then credited me for the items which I returned. Thank you so much for your assistance in this matter. '''''' ******** Business Response /* (1000, 9, 2022/05/10) */ 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 Murad, I was asked to assist you. It is indeed true we are not able to 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 do see that the order has been returned and a refund issued. 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, **************

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had ordered online bunch of products from Murad.com back on November 22, 2021, which I have received and still using. What I didn't know was that there was an auto ship box checked which replenishes every two months the same orders automatically. This automatic order********* was placed on January 22,2022. As I was and still am out of the country, I asked my daughter in ***** to ship it back with the RMA ******* written on the box with paid **** express mail, totally unopened, on March 1st, 2022. Despite having two other boxes sent the same way to two different people at the same time and we're delivered without any issues a few days later, our multiple calls to Murad customer service yielded a not received response. We were able to cancel future auto shipments by yet another call required to do so, but we now have no refund nor the product in our hand at this moment. We would like your assistance in getting a refund of this undesired auto shipment, which may not be unique to us from what we read from some of the complaints. Thank you in advance and best regards, **** *****

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/29) */ 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 your account. A credit was issued on March 22. It would then post to your account a few business days later. On behalf of *****, 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

  03/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We received a phone call from our bank fraud detection center. Someone used our card to attempt to buy 10, $100 gift cards on Murad skincare. 4 of these went through and $400 was taken from our account. The other six transactions were denied by our bank. We assumed our card number had been stolen, however I did recieve 4 order confirmation emails. I called the company at **************. The man I spoke to said the money would be refunded. I asked to speak to a manager/supervisor and he said that I would get a call in 24-48 hours. It has now been 96 and I have not received a call. The next day I looked closer at the emails and realized there was no shipping address. I called the company again in order to figure out where the gift cards were "sent". Oddly enough I got connected with the same customer service person, which is strange since I was on hold both times and answered in the order received. I asked him how long after they are purchase are gift cards sent. He said immediately. I then asked where the gift cards purchased with our card were sent. He refused to tell me. He then said that it was a glitch in their system and the gift cards were never sent because of the glitch. I have never used this company so I should not be in their system anyway. He then told me I should get a new card because it seems like someone else has a hold of it. I said but you just said it was your own glitch. He had no response for this. I feel that this company is a scam. We have not been returned our money, they are giving us the runaround and I still have not received a call from a manager or supervisor. Due to the fact I am getting multiple stories from customer service, the gift cards were never sent anywhere, and our card information was not attempted to be used anywhere else I think the problem is with Murad.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/03/23) */ Dear ******************, We sincerely apologize for the fraud that occurred to you. We most certainly want to resolve this for you. I have emailed you separately for some information so that I can locate the fraudulent orders and complete your refunds. Sincerely, **************

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am trying to get a refund for items that got put on auto ship. I was told by an employee to send the box back as return to sender, so that is what I did. They are saying they haven't received notification that the warehouse received the package and I've called 6 times to get my refund, but I still haven't received it. It's been 2 months. I just called again 2 days ago and now they tell me that I shouldn't have sent the item back as return to sender when I was told by their employee twice to do so. They said they put in a manual refund, but I still have not seen my money. Every time I call I get the run around.

  Business response

  03/10/2022

  Consumer Response /* (2000, 5, 2022/03/10) */ The issue has just recently been resolved and I finally received my refund

• Initial Complaint

  02/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Murad has processed an Auto-delivery order******** on Sunday, 2/20 without an email notification prior to that. I immediately emailed customer service after I received an email notification about this order to cancel it. I did not receive any respond so I contacted customer service at 7:40am on 2/21 try to cancel it. *** *. who is the agent in the chat refuse to help me and told me the order was processed on 2/20, and once it's processed it cannot be canceled. He also refuse to provide return shipping label as well. The order status was still showing "in progress" and there was no credit charges shown in my statement. I cannot understand why there was no email notification reminding the customer about this Auto-delivery, and why the order cannot be canceled right after it's been placed. The customer service provided and the company policy on that is unheard of.

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/25) */ 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. Upon reviewing the system I do see that the auto delivery membership was cancelled February 20. Additionally we did send you a reminder about the shipments February 10 as shown on the attached screen shot. All you have to do is write REFUSED on the package and give it back to the ********* *******. That will not cost you anything. I have requested the refund for you. Please allow 4 to 7 business days for it to post. On behalf of *****, 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

  02/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I'm filling complaint today Murad beauty company for sending products without my authorization.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/02/09) */ 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 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

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased multiple products from the company over many months. I returned three products at one time and was only refunded for two of them back in November 2021. I have been attempting to obtain a refund of $62.01 (the most expensive product of the three) since this time. I have contacted them three times and been told that my bank rejected the refund, I verified with them they did not. They then told me they need to get the billing department involved, then assured me the billing department was involved, it would be taken care and I should expect the refund by a specific date. When I did not receive the refund and I called back, they told me the same thing again. They have refused to let me speak with a supervisor or directly with the billing department and have asked me for my credit card number twice now. Considering they will not allow me to address my concerns with anyone other than an operator, I am at a loss. Thank you.

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/02/07) */ 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 Murad, we have carefully reviewed this complaint. We were able to identify the issue preventing the credit from posting. That has been rectified and the credit will post in 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 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

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order online for a gift. Later that day, I wanted to cancel the order due to an error with the address. I contacted the customer service to cancel order. The order hasn't been packaged or shipped but Murad refused to cancel or modify my order stating that it's the company's policy. They said I can return the product but I said it will potentially not delivered correctly due to their unhelpful service. I've never experienced this type of service before. It's appalling that I would never use their products again due to their customer service.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2022/01/10) */ Dear **** **, Thank you for bringing this to our attention. It is indeed true we are unable to cancel orders once placed as we use 3rd party warehouses. 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, ******* Consumer Response /* (2000, 7, 2022/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the company's response. I will wait for the refund. Attached image is my order details.

*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. ↩