ComplaintsforSeneGence International
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/05/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 1/28/23 my sister and I ordered products from SeneGence online while the company was running a promotion. If you ordered $50 or more you received a free gift; item # ****, LipSense Collection Giveaway. I noticed the sales tax for both my and my sisters order was substantially higher than it should have been. Our sales tax in *** is 8%. I contacted our sales consultant, who contacted her company representative, who informed her that SeneGence collects sales tax on free items and that they are allowed to in *******. Both my consultant and I did not think this was correct, and I actually called the ******************************* and spoke to a representative of the ********************* I explained my issue and he let me know that a company is NOT allowed to collect sales tax on free or promotional items. I emailed SeneGences customer service on 1/29/23 and received an auto response that I would be contacted shortly. My email contact was given # ******. I called SeneGence on 1/30/23 and spoke with ***** at ************ and gave her my request # ****** and she was able to pull up my issue, however, she just repeated that they are allowed to collect sales in the US on free items; asked to speak with her supervisor who was supposed to call me back, but never did. I did send a follow up email on 1/31/23 stating I would file a complaint with the BBB and the *** ************** if I did not hear back from the by 2/2/23. No response. My order # is ********. Total charge $117 with sales tax of $13.30. 8% tax is $9.36, over charged sales tax of $3.94. My sisters order # ********, total charge $72, including shipping. Sales tax charged $10.12. 8% tax is $5.76, over charged sales tax $4.36. It is not the small amount of money, but the fact that the company is charging sales tax on FREE ITEMS. I feel that SeneGence is almost committing fraud in collecting this additional sales tax and possibly cheating *** out of this sales tax they are collecting.Business response
02/13/2023
To Whom It May ******* -
The SeneGence Legal/Compliance and ********************** have been investigating the matter since receiving the notice on 2/5/2023. The ********************** is nearly done with their review and will be reaching out to the customer this week to resolve the matter. We will keep the parties updated here.
Thank you,
SeneGence Legal & Compliance Department
Initial Complaint
09/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered Senegence Soft Brown ********* per a consultant's recommendation. The color is not a match for me. When I reached out to the consultant to return, she was not helpful. When I reached out to Senegence directly, I was able to complete my return but they refuse to cover the cost of return shipping. If Senegence is going to empower their consultant's to make product recommendations, they should cover the FULL cost of returning the item if the color recommendation was wrong. Especially when the consultant does not assist with the return/exchange process.Business response
09/26/2022
To Whom It May *********************** or about Monday, 9/19/22, SeneGence received the message from *************************************, a SeneGence Customer. On this same day, ********************** began to investigate the matter and the SeneGence ********************* and SeneGence ************* Team (SeneCare) began working on this matter.
SeneGence was able to get into contact with Ms. ********************************* on 9/21/22. SeneGence reviewed her matter. Typically, the SeneGence Independent Distributor handles said matters with her/his customer, however, in order to promptly assist Ms. *********************************, SeneGence was able accommodate a pre-paid shipping label to be sent to her to return the product that was not a match for her. This label was promptly sent on 9/21/22.
SeneGence has confirmed with Ms. ********************************* that this action has fulfilled her request.
Please do not hesitate to contact SeneGence for remaining questions.
Sincerely,
SeneGence Legal + *********************Initial Complaint
10/19/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a lot of products from ***** San ****** totaling $528.07 from Jan 18th to may 31st and never got any of products. Ive been in contact with her several times and still not resolved. I have receipts for them.Business response
10/22/2021
Hi *****,
We are sorry to hear that you have not received your order. Our SeneCare team has attempted to contact you to assist via email and phone using the information you provided. Once able to verify your purchase, our SeneCare team will be able to assist with completing your order or provide a full refund, if desired. Please contact our ******************* via phone at ************** or via email at *************************** for further assistance.Initial Complaint
08/12/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
dispute charge, fulfill order correction Wrong item shipped: non-cooperative customer service I purchased ****************** (color ******* Reported it was not the correct product color. I sent an email to the representative pictures showing the ************* color tube I bought in the past. The picture showed distinct color differences on new tube purchases. I Have not received acknowledgment or resolution to date. Today, I contacted customer service. **************** reported there is not an answer yet.The goal is to correct the error- send the correct product, refund the previous order with shipment include a return envelope (to ship back the wrong color tube). My Rights as customer:The federal Mail, Internet, or Telephone Order Merchandise Rule applies to most things you order by mail, online, or by phone. It says:If the seller doesnt ship your order, it has to give you a full refund not just a gift card or store credit.7/23/2021 Order number is: ******** 201274K / 20B3T Product:Business response
08/17/2021
SeneGence has reviewed this matter and a member of our SeneCare team will be reaching out to the consumer regarding a resolution. Thank you.Customer response
08/18/2021
Name: ************************************************************************************************
Address: *************************************************************************************************************************************************************
Daytime Phone: **************
Business Name: SeneGence International
Address: ***********************************************************
Phone: **************
Complaint ID: 15756001
Date Filed: 8/12/2021
I received a message reply from Senegence. A response that they plan to contact me directly puts me at risk without resolution. In my best interest I won't close this case until its resolved. Therefore, please advise how I respond.
thankyou, *************************When refund is completed I will release claim resolved
Business response
08/20/2021
Our SeneCare team has processed the refund request. The funds were returned to your account on 8/19/21. If we can be of further assistance, please contact SeneGence at your convenience. Thank you.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.