ComplaintsforCLEARSTEM Skincare

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB,I hope this email finds you well. I am writing to file a formal complaint against "Clearstem," an online retailer, for engaging in false advertising and providing a dangerous product that resulted in severe consequences for me as a customer.On July 27, 2023, I made a purchase from "Clearstem" for a serum, with the order number #CS199976, amounting to $55.10. The company's website prominently advertised a "30-day Guarantee," assuring customers of a risk-free purchase experience.However, upon using the serum for the first time on 8/4/2023, I experienced a severe allergic reaction, which caused my skin to become excessively dry and begin peeling. The situation escalated to the point where I had to seek medical attention at my local urgent care facility.Distressed by this unfortunate incident, I immediately contacted "Clearstem" support seeking instructions for a return and refund, as they had advertised a generous guarantee. To my dismay, I was informed that they would deduct an undisclosed $11 processing fee from the refund amount, leaving me with only $38 returned. This processing fee was never mentioned in their stated refund policy or during the purchase process, making their refund practices misleading and deceptive.Furthermore, I find it deeply concerning that "Clearstem" continues to promote and distribute a product that caused me significant harm. Their lack of regard for customer safety and well-being is unacceptable and goes against their advertised commitment to providing safe and quality products.I believe it is my right as a customer to be treated with honesty, fairness, and respect. "Clearstem's" false advertising and failure to uphold their advertised guarantees are not only unethical but also demonstrate a disregard for their customers' well-being.I urge the Better Business Bureau to take prompt action and investigate "Clearstem's" deceptive practices thoroughly. I request that you intervene to ensure that "Clearstem" rectifies their false advertising and refund policies immediately.My desired resolution is as follows:A full refund of $55.10 to be issued to my original payment method, in accordance with the "30-day Guarantee" as advertised."Clearstem" should amend their return policy to be transparent and disclose any applicable processing fees upfront to avoid misleading customers."Clearstem" should take immediate action to ensure the safety and quality of their products, so other customers do not experience similar harm.I have attached relevant documentation, including the order details, communication with their support, to substantiate my claim.I sincerely appreciate your attention to this serious matter and hope for a swift resolution to ensure justice and fairness for consumers like me. Please keep me informed of any progress made in addressing this complaint.Thank you for your commitment to consumer protection and your efforts in safeguarding the rights of customers.Sincerely,Lei

  

  Business response

  03/13/2024

  Clearstem acknowledges that the customer purchased the product mentioned July 27th 2023. The CLEARSTEM team refunded this customer in full on August ******** due to their experience with the product.

  
  

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