Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:08/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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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