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Complaint Details
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Initial Complaint
11/19/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I received a text offering 30% off sitewide and bonus free item with 150$ purchase, my total was $150 then they applied the discount and then after the discount if not 150$ they do not allow for the free item, nothing indicates this when the code is submitted to let a buyer know that they did not meet the additional requirements for the additional item, had I known that I would have simply added something else. I contacted member services within 3 min of placing the order and they said they could not cancel and could not add the item so basically nothing to be done and I will have to pay to return if they even accept it. Very misleading text, i either want the additional item or I want the order cancelled or I want to add another item so I can meet their requirement (that was not stated clearly anywhere on their website or after I entered the code).Business response
11/24/2021
Business Response /* (1000, 5, 2021/11/22) */ 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 I sincerely apologize for your frustrations. With the promotion it does require a $150 purchase which is why the Nutrient Charged Water Gel was not added. However your experience trying to get assistance was not what we want for our customers. I have requested the Nutrient Charged Water Gel be shipped to you at no charge. 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. Respectfully, ******* ****** Consumer Response /* (2000, 7, 2021/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am pleased with this response, thanks for being quick to resolve my concern!Initial Complaint
11/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Places order online in error. Within 30 seconds realizes the order was placed and tried to cancel the order. The company is refusing to cancel the order. They are insisting on sending the package anyway where it can get lost in the mail potentially.Business response
12/09/2021
Business Response /* (1000, 5, 2021/11/16) */ Dear Ms. ****** *****, 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 your account. While in this day and age it would seem that you can modify an order recently placed, our systems are not sophisticated enough to allow that. I am so sorry. I have requested a full refund be issued. The credit should post in 3 to 5 business days. When you receive the package simply mark it as REFUSED and leave it for your postal worker. That will not cost you anything. Just do not open the package. 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. Respectfully, ******* ******Initial Complaint
10/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Horrible!! Order auto deliver for the first few months it worked fine. Then for 6 months I was told the products are out-of-stock. Meanwhile, I can buy these products on their website so clearly they are not out of stock. I was given a coupon when they were introducing the products so I guess they no longer wants to send these products with a discount. I know there are more consumer with the same issues. They need to be out of business already with all the complaints I have seen below.Business response
11/08/2021
Business Response /* (1000, 5, 2021/10/28) */ Dear ******* *******, We are so sorry for your frustrations with our inventory issues. Unfortunately we have been plagues with supply chain issues like many other companies. The kit that you have on auto delivery is packaged together at the time of manufacturing. While we have the individual components, your regular order is for the kit which contains a different size cleanser. We now anticipate the kit returning November 15. I have requested a shipment of the 3 full size products in the kit to be shipped to you at no charge. Respectfully, *******
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Customer Complaints Summary
47 total complaints in the last 3 years.
10 complaints closed in the last 12 months.