Complaints

The 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:03/14/2025

  Type:Product Issues
  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.

  Hello,I have already called and emailed to cancel my subscription. Vegamour tried to persuade me via email to keep their subscription, but I still cancelled in writing. I have attached to this email a screenshot of when I cancelled my subscription with Vegamour and the conversation with their representative on 22JUN2023, almost 2 years ago.They have taken payment today again, despite my cancellation requests and continue to disregard my wishes. I need to cancel this subscription at once and a refund my account immediately. And I am sure you understand that I will not be accepting their excuse from last time that once an order is placed it cannot be canceled.The company continues to take payment without my consent.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  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.

  Vegamour charged my **************** card for an order I did not place. They apparently have a mandatory subscription button activated when you order any product from them. I did offer product from this company several months ago but I never ordered again as I dont need any more of their products. However, they charged my Amex at 3am and sent an email saying thank you for your order. I did not order anything. And according to other complaints I have read, they do not have a way for people to cancel subscription . I did not ask to have a subscription . They subscribe you without your knowledge. Thats very deceiving. They charged my Amex Card without my permission. Thats fraud. Their company is fraudulent. Please cancel my name, account information and delete my credit card from your files. I refuse to ever do business with a company that is not forthcoming about their marketing and sales practices. More importantly, cancel my order and credit my Amex account for that order that I did not place.

  Business Response

  Date: 01/17/2025

  Hello Susan 

  Thank you for reaching out! Id like to address your concerns regarding your order.
  
  When you originally placed your order on November 29th, you selected the shampoo and conditioner on a 30-day auto-renewal plan. On December [specific date], your card was automatically charged for the renewal of the products.
  
  Our records show that you contacted our customer support team, and the agent was able to assist you by resolving the issue and processing a refund.
  
  We want to ensure you have full control over your subscription. Once you sign up, you can manage it anytime through your account portal. Additionally, we send out a notification several days before charging your card to remind you of your upcoming shipment.
  
  If you have any further questions or need additional assistance, please dont hesitate to let us know!

• Initial Complaint

  Date:11/26/2024

  Type:Delivery Issues
  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.

  Placed an order through the website by clicking an "order again" button only to note right after placing the order that the "order again" button did not function correctly by reordering my previous order. Instead it replicated an order with fewer products at a higher price. When I reached out to either get the order adjusted to match my original order or to refund in full, I was told I could return the order but would be charged a return fee. This is unacceptable to me and in my opinion very deceptive website UI designed to rob consumers and cause incorrect orders to be placed.

  Business Response

  Date: 12/05/2024

  Hi Demmi
  

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration caused by the issue with the "Order Again" feature on our website.

  To resolve this matter, we will waive the return processing fee for your order. We truly value your feedback regarding the functionality of the "Order Again" button. Our team is already reviewing the system to identify and address any potential issues, as we are committed to ensuring a seamless and transparent shopping experience for our customers.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  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.

  I purchased a hair care set for $185.05 from Vegamour on June 27, 2023 and subsequently returned it. I was not aware until I received an email from them in September 2024 that I had never actually been refunded the money after returning the product. The email stated that a check had been cut and was on it's way to me. I never received the check so I reached out to Vegamour to confirm that it had been sent to my current address (which was also the shipping address of the product I had received). They informed me it had been sent to my billing address and, unfortunately, I no longer reside there. They said they would cancel the old check and issue a new one and send it out to me. This was on October 11 and it's now nearly a month later and they still have not issued a new check to me. I've gone back and forth with them many times to get an update and they still keep telling me that they don't know when they'll be able to issue a new check. It's very frustrating and I'd just like my money back. I'll attach the email correspondence for your review.

  Business Response

  Date: 11/21/2024

  ****, 
  
  Thank you for your understanding in this matter. We apologize for the delay in reissuing the check.  A new check has been issued and is expected to arrive next week. If you require any further assistance, please dont hesitate to reach out to our customer service team

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  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.

  I keep getting orders I do not want. Last month, I had a long message convo with an agent who verified that my subscription that I had attempted to cancel previously online (and thought had gone through) was actually cancelled. Today, I received notice from ******* that an order is being charged and sent to me and it is too late to cancel. I DO NOT WANT TO DEAL WITH THIS COMPANY ANYMORE AND WANT MY ACCOUNT CANCELLED. I also want a refund of this order (which is the second order that I have received after I had supposedly cancelled). CANCEL MY SUBSCRIPTION AND REMOVE ME AS A CUSTOMER>

  Business Response

  Date: 11/13/2024

  ******* ******,
  
  Thank you for reaching out, and I apologize for the repeated inconvenience. I can confirm that your subscription has now been fully canceled, and you will not receive any further orders or charges. I understand your frustration and apologize for the oversight in processing your previous cancellation request. You can return the product for the order from September and receive a full refund.  Visit our site under returns for a label. 
  
  Regarding the recent charge, The agent did process a refund on 11/11/2024. You should see the amount credited back to your original payment method within 7-14 days. 
  
  If theres anything further I can assist you with, please dont hesitate to let me know. Again, we apologize for this experience and appreciate your patience.

• Initial Complaint

  Date:07/02/2024

  Type:Product Issues
  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.

  A month ago, Vegamour sent me notification that they were going to send me a product as a monthly subscription. I reached out to them and told them I was not enjoying the product and asked to cancel my subscription. They complied, I was not charged, and the product did not arrive.This month, I got yet another notification that I would be charged for the subscription I had already cancelled. They are telling me the only way to resolve this is to send back the item that shipped today. I should not have to deal with this at all as the subscription was cancelled over a month ago.

  Business Response

  Date: 07/03/2024

  Hi ********, 

  Thank you for taking the time to provide us feedback around your experience. 

  We are so sorry to hear there was difficulty cancelling your subscription, and that an unexpected order shipped out. We do see that our customer support team was able to assist with providing a refund for your order, and have also sent a prepaid return label to ship back the order on the way. Please let us know if there is anything else we can assist you with and we're happy to help. 

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I wanted to return order #******* because the product didn't work for me and I forgot to cancel my subscription. When I went to initiate the return, I was offered an additional credit on my return if I made another purchase instead (sort of like being offered a store credit for more than my return was worth), which enticed me to try another product instead. I was offered $33.75 additional credit for a total of $128.05, which appeared to be through a third-party company called Loop. I wanted to accept that offer so I used the link to "shop now with $128.05." I did so and completed another purchase for $142.31. My assumption was that then I would get an email confirmation and a return shipping label, but I didn't receive anything so I reached out to their customer service. The multiple CSRs seemed to not understand the issue at all and only told me to return both orders, although I would not receive the processing fee of around $6 each, about $12 total. I am asking that I at least be refunded fully, including the processing fee, for the second order since I only placed it with the expectation of receiving the additional credit. Additionally, I would like this company to remove this bait and switch scheme which tricks the customer into thinking they will receive additional credit on a return despite it not functioning--or the company should honor the additional credit offer when the third-party Loop malfunctions.

  Business Response

  Date: 07/02/2024

  Hi *******, 
  
  Thank you for taking the time to provide us with your feedback around the exchange process. We are so sorry to hear that there has been some difficulty with exchanging the *************** and Brow kit, and want to see how we can help. 
  
  We have gone ahead and refunded your payment method the $128.05 that was offered as the credit on your most recent order, and have sent a return label to your email address for the *************** and Brow kit (order *******). We do see that in the order there was a current promotion added to the cart and this may have caused the exchange to not work as intended. We understand that the exchange process could have been more clearly stated and are actively working to improve the process. We hope this is helpful, and please let us know if there is anything else we can assist you with. 
  
  

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I want to cancel my subscription( dont want subscribers at beginning, but somehow, their business website sets automatically subscribe at your first purchase). I called many times to cancel, but they are not doing it instead sending me the product I do not need any more. Why they forcing me to purchase?!

  Business Response

  Date: 05/07/2024

  Hello *******, 
  
  Thank you for taking the time to provide us with your feedback. 
  
  We do apologize if there was any difficulty in cancelling your subscription, and want to confirm this has been cancelled and a separate confirmation sent to your email. It does look like the last order was delivered and a return for a refund can be initiated on our website using your order number and shipping zip code. Please let us know if there is anything else we can assist you with and we are happy to help. 

  Customer Answer

  Date: 05/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  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.

  I canceled a subscription to vegamour and returned the last 2 shipments sent to my address. The company doesnt pay for returns and doesnt offer full returns. I clearly stated in my email that I was not interested in the subscription any more. I then received an email that another shipment was sent. I sent another email saying I did not want this subscription as I stated in previous email. I was told again I would have to pay for the product to be returned. I refused the package and put it back in the mail. When a customer says cancel my subscription, why would an employee then send a message saying are you sure? If I took the time to send an email, I want to cancel my subscription not converse back and forth with your staff!

  Business Response

  Date: 05/01/2024

  Hello ******, 
  
  Thank you for taking the time to provide us with your feedback. We are so sorry to hear about any frustration this has caused, as we did not receive a reply to our email sent in March. We have gone ahead and canceled your subscriptions and refunded your 4/18/24 order. Please let us know if there is anything else we can assist you with and we are happy to help. 

• Initial Complaint

  Date:03/28/2024

  Type:Billing Issues
  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.

  Great products, but deceptive business practices. Vegamour makes their cancellation process nearly impossible, and even after receiving a cancellation request, they still keep your membership active and charge you for a recurring membership that you cannot self-cancel. I requested a cancellation in January since my wife also has an account. I was charged $300+ with no reminder of the upcoming charge AFTER I HAD CANCELLED MY MEMBERSHIP. I will have to dispute the charge with my bank and refuse the shipment. Do better, Vegamour.

  Business Response

  Date: 04/03/2024

  Hello *****, 
  
  Thank you for taking the time to provide us with your feedback. 
  
  We do apologize that you experienced difficulty cancelling your subscriptions and wanted to confirm that the last agent you spoke with cancelled the two active subscriptions in your account. For your March order, it does look like the previously arranged date from February was moved in the customer portal and the orders shipped on that new selected date of 3/23/24. We have attempted to refund this order, but unfortunately are unable to do so with an open dispute with your payment method. Again, we apologize for any inconvenience this has caused and look forward to resolving this issue. 

  Business Response

  Date: 04/03/2024

  Hello *****, 
  
  Thank you for taking the time to provide us with your feedback. 
  
  We do apologize that you experienced difficulty cancelling your subscriptions and wanted to confirm that the last agent you spoke with cancelled the two active subscriptions in your account. For your March order, it does look like the previously arranged date from February was moved in the customer portal and the orders shipped on that new selected date of 3/23/24. We have attempted to refund this order, but unfortunately are unable to do so with an open dispute with your payment method. Again, we apologize for any inconvenience this has caused and look forward to resolving this issue. 

  Business Response

  Date: 04/03/2024

  Hello *****, 
  
  Thank you for taking the time to provide us with your feedback. 
  
  We do apologize that you experienced difficulty cancelling your subscriptions and wanted to confirm that the last agent you spoke with cancelled the two active subscriptions in your account. For your March order, it does look like the previously arranged date from February was moved in the customer portal and the orders shipped on that new selected date of 3/23/24. We have attempted to refund this order, but unfortunately are unable to do so with an open dispute with your payment method. Again, we apologize for any inconvenience this has caused and look forward to resolving this issue.