ComplaintsforVegaLASH

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A subscription I didn't know I had was shipped out in Apr 2024. I reached out to customer service to have this cancelled. They couldn't cancel but said I could return. I did return the product and have tracking showing the return was delivered 5/13. When I didn't receive my refund I contacted customer service on 6/3 and was told since my credit card used for the purchase expired (and I received a new one, same card, new expiry which I provided to the merchant) they could only refund me via PayPal which would take 4-6 weeks. I've followed up a couple times since then and each time I'm told they're following up and reaching out to Finance. I still haven't received my refund and they've had my return for 2 months.

  Business response

  07/31/2024

  Hi Coree, 
  
  
  We do apologize for any inconvenience this has caused. Unfortunately, when the original form of payment has expired we are unable to refund to any other payment even if it is just the expiration date that has changed due to the rules of the processor. We understand this may be frustrating, and the only other option is outside of our standard process and can take between 4 to 6 weeks for the refund. Upon checking, we do see that a chargeback was filed to go through your payment institution and will now need to follow that process for your refund.

  Customer response

  08/01/2024

   
  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.

  The response actually isn't satisfactory. This company never told me that the refund transaction didn't go through and I don't think they ever would have notified me or tried to get me my money back. It wasn't until I reached out to them that I learned my card expiry was an issue. Even after the full 6 weeks they quoted they still didn't process my refund, I had to file a claim with my credit card company. I've gotten my money back from my bank, not vegamour. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order and after receiving the initial order I have been charged $76.00 on 2 occasions. The initial order was in December of 2023. I have called to cancel twice now and I just got billed $76.00 again on 6/21/23 and I have not received the product. The last time I received the package I refused it and called customer service. I believe this was March or April of 2024. I was told that my subscription was canceled. When I saw the charge for 6/21/24 I emailed the email listed for customer service which is ********************************** and it came back that my message was blocked. See attached email.Subscription Inbox ******************* <***************************>7:55PM (14 minutes ago)to support I have cancelled my subscription previously and noticed another charge to my bank account for $76.00 on 6/21/24. I am not sure if my subscription is under this email address or *************************** I request that you refund me this amount and I will be notifying my bank if you fail to do so. I will refuse the product once it arrives.******************* ******************************************* ************ Mail Delivery Subsystem <****************************>7:56PM (15 minutes ago)to me Error Icon Message blocked Your message to ********************************** has been blocked. See technical details below for more information.The response from the remote server was:550 5.4.1 Recipient address rejected: Access denied. [SJ1PEPF000023D5.namprd21.prod.outlook.com 2024-06-28T23:56:31.845Z 08DC9744D4FA641D]

  Business response

  07/02/2024

  Hi *****, 
  
  Thank you for taking the time to provide us with your feedback. 
  
  We do apologize if you experienced an issue getting a hold of us, and wanted to help resolve this issue. The only email that we can find from your listed email address was sent on 6/28/24 and responded to on 6/29/24. We have gone ahead and cancelled your subscription, sent a prepaid return label to your email address for the order that arrived on 6/24/24, and have processed the refund in full for you. Again, we are so sorry for any frustration this may have caused and please let us know if there is anything else we can assist you with. 

• Initial Complaint

  11/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a SCAM. I have now returned two orders and have not been refunded a single cent. When I received my first order I realized that the product contains alcohol (bad for skin), so I returned it using the label the company provided. When I didn't receive a refund I contacted customer service and was told that they never received the package, so I was out $200.I then got an email stating that another payment had processed. I called customer service and was told that I could not cancel the order, but could return it for a refund. I was asked multiple times if I wanted to keep my subscription, even after explaining that I didn't want the products because of the alcohol and had already returned by first order (and never received a refund), and also telling the representative that I couldn't deal with any more questions because my mother had just died the week before. He continued trying to convince me to keep my subscription. DISGUSTING.I used the label that the customer service rep sent me to return the 2nd order, and have now received a 2ND EMAIL from them stating that they never received the return. BOTH TIMES I printed their label, and BOTH TIMES I dropped it off at an official US *********** is a secured box. I mail things all the time, yet these returns are the only things that have ever 'mysteriously' disappeared. This company is a scam and has predatory business practices. They should be ashamed of themselves for stealing money from their customers. I would like my $400 back please.

  Business response

  12/06/2022

  Hi *****, we are so sorry to hear about your frustrating experience with the return process on your orders. It looks like the refunds were not automatically processed due to the return packages not being scanned in at ***** We do see that you were able to resolve this issue with our customer service team, and that a full refund was issued for both orders on November 27, 2022. Again, we apologize for any frustration this has caused and appreciate your feedback around this process.
  
  
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had asked for this account to be canceled on July 31, 2022. after my request I received an email acknowledging that I wanted my account canceled. Also, trying to entice me with 30% off which I did not respond to and left my account canceled. My account and my subscriptions have been canceled for months but yet today I have an unexpected to charge where they have reoccurred the subscription that I've already canceled. They sent the email at 4 AM and by 8 AM. They've already shipped it in there's nothing that can be done, of course I was not awake. Of course I was not expecting any other charges from this company because everything has been canceled and they have acknowledged it. This is the second time this is happened with vegamour charging my account unexpectedly after I've canceled. It is not my responsibility to return products that I never even ordered. I cancel the account in your employees Should honor that..

  Business response

  10/11/2022

  Hi *****,
  
  We're sorry you've had a negative experience cancelling your account. We don't intend to make it difficult for our customer's to cancel their subscription. Our goal is to make sure that our customers are well assisted and was given tailor fitted solutions to their concerns. Unfortunately, it looks from my review of your most recent email that you were unable to reply to my colleague, therefore there were no changes made to your account. We deeply regret any inconvenience this may have caused you.
  
  We understand that you want to get a refund for the most recent order. For us to be able to process the refund, we need you to return the item back to us. I've initiated the return for you and a return label has been sent to your email address. Kindly print the return label and ship the product back to us as soon as you receive it. Once returned, our system will automatically process the refund. You'll see the funds returned to the original form of payment in **** business days, depending on how quickly your bank works.
  
  Although we at Vegamour hope you love our products, we also understand that sometimes plans simply don't work out. We value our customers feedback and we'd hope you'll allow us to handle any issues you may have with your orders. To get in touch with us, go to ***************************************************. We're looking forward on assisting you.
  

  Customer response

  10/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I informed you that my subscription is cancelled, I no longer authorize you to continue charging my card, and that's the date the subscription is cancelled and you have No right to try to scam customers and postpone that by demand additional correspondence with you all. You have no authorization to charge my card but continued to do so. That's FRAUD.

  Business response

  10/25/2022

  Business Response /* (1000, 5, 2022/10/11) */ Hi *****, We're sorry you've had a negative experience cancelling your account. We don't intend to make it difficult for our customer's to cancel their subscription. Our goal is to make sure that our customers are well assisted and was given tailor fitted solutions to their concerns. Unfortunately, it looks from my review of your most recent email that you were unable to reply to my colleague, therefore there were no changes made to your account. We deeply regret any inconvenience this may have caused you. We understand that you want to get a refund for the most recent order. For us to be able to process the refund, we need you to return the item back to us. I've initiated the return for you and a return label has been sent to your email address. Kindly print the return label and ship the product back to us as soon as you receive it. Once returned, our system will automatically process the refund. You'll see the funds returned to the original form of payment in 3-10 business days, depending on how quickly your bank works. Although we at Vegamour hope you love our products, we also understand that sometimes plans simply don't work out. We value our customers feedback and we'd hope you'll allow us to handle any issues you may have with your orders. To get in touch with us, go to ************************************** We're looking forward on assisting you. Consumer Response /* (3000, 7, 2022/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I informed you that my subscription is cancelled, I no longer authorize you to continue charging my card, and that's the date the subscription is cancelled and you have No right to try to scam customers and postpone that by demand additional correspondence with you all. You have no authorization to charge my card but continued to do so. That's FRAUD.

  Business response

  01/27/2023

  Hi *****,
  
  We received your response. We like to ensure we can present options to assist you with your resolution further. We show that your subscription has been canceled, and you have not incurred any additional charges from 9/27/2022. You can email us at ********************************** for any additional help.
  

• Initial Complaint

  08/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is charging your bank account and credit cards for more products without your permission!! Over and over- you cannot get them on the phone- they are falsifying subscriptions and there is no place on their website to cancel or change what they have placed on there themselves! Their products do not work and they are a fraud company!!!! I want to make sure that they have a bad mark against them to warn others of their fraudulent business practices and products that don't work!!! My phone number is*************- please call for questions! Th

  Business response

  09/22/2022

  Business Response /* (1000, 5, 2022/09/07) */ Hi ******, We're sorry you've had a negative experience canceling your account. We don't intend to make it difficult for our customers to cancel their subscriptions. Our goal is to ensure that our customers are well assisted and are given tailor-fitted solutions to their concerns. We understand that you might not want to call in to cancel your subscription. However, we open our phone lines seven days a week to give you options and have email and chat support. As for the subscription, we can assure you that we do not sign anyone up for a subscription on any product unless you select a subscription price when you place your order. After placing your order, we send you a confirmation to set up an account and manage your subscription. We understand that you want to get a refund for the most recent order. For us to be able to process the refund, we need you to return the item to us. As per your last conversation with our representative, an email that includes a return instruction has been sent to you, which you can process anytime after 24 hours when the order has been created. I've initiated the return for you, and a return label has been sent to your email address. Kindly print the return label and ship the product back to us as soon as you receive it. Once returned, our system will automatically process the refund. You'll see the funds returned to the original form of payment in 3-10 business days, depending on how quickly your bank works. Although we at Vegamour hope you love our products, we also understand that sometimes plans simply don't work out. However, we value our customers' feedback, and we'd hope you'll allow us to handle any issues you may have with your orders. To get in touch with us, go to ************************************** We're looking forward to assisting you.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I like the product but don't use it as often as it ships to me so i have a ton of extra product which will take me months to use. I tried to cancel my recurring subscription until i need it again and am unable to do so online, there is a link to cancel the subscription but once you click it says to call their customer service which i find absolutely ridiculous and unacceptable in 2022. Why should i waste my time calling to do something i should be able to do online? I am busy. I am furious i cannot just cancel a subscription online. You call me!

  Business response

  08/16/2022

  Business Response /* (1000, 8, 2022/08/10) */ Hi *****! We're sorry you've had a negative experience cancelling your account. We don't intend to make it difficult for our customer's to cancel their subscription. Our goal is to make sure that our customers our well assisted and was given tailor fitted solutions to their concerns. We understand that you might not want to call in to cancel your subscription. However, we open our phones lines seven days a week to give you options and we also have email and chat support. I reviewed your account to help you with the cancelation of your subscription and notice that it's already updated. I'm glad you were able to speak with my colleague and was given tailor fitted options to manage your subscription believe that any hair product will take at least 3-4 months for results and many actually take longer. So it is in our heart to assist our customers in their new hair growth journey so as to not lose hope. We get that it's a long time to wait, but we hope our customers will stick with us because we know they will love the results. For future reference, if you ever need to make any other changes, you can make almost all changes to your subscription in the customer portal - you can change the items in your deliveries, postpone shipments, or update your billing or shipping information. You may also reach out to us anytime should you need further assistance. We'd love to see where can we help you. To get in touch with us, go to*************************************** Consumer Response /* (2000, 10, 2022/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I did have a positive experience speaking to a rep on the phone I still felt it was unnecessary and should have the option to make changes ONLINE. I have a job and a life and I really prefer to handle my subscriptions online. Literally could have accomplished what I called in for online. Your phone reps are lovely though.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a product and the scammed me by saying that if i return the product I will get my money back and they never gave me back my money and kept the product. They offered me a promo to buy from them again.

  Business response

  08/16/2022

  Business Response /* (1000, 8, 2022/08/04) */ "Hi ******* I hope you are doing well. We're sorry to hear that you did not receive a refund after returning the item. To investigate what happened, we tried looking up your account in our system, but we have been unable to locate any orders or accounts with your name or email address. The only orders we found were from 2020 in March and those were refunded. Although we at Vegamour hope you love our products, we also understand that sometimes plans simply don't work out. All returns must be started within 90 days of the original purchase date. Following receipt of your return and subject to inspection, refunds are issued to the original payment method; any charges incurred are deducted from the amount of the refund. You can click on this link to review our return and exchange policy: ********************************************* Could you kindly give us the order number or any other email addresses you might have used to set up your account so we can look into your concern further? We'd love to see where we can help you. Please contact us by visiting ************************************** We're looking forward on assisting you."

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received an email from the company about a payment from my paypal account for an order i wasnt aware i was getting. I was not sent an email2 to 3 days prior to remind me of said "subscription" order was being processed like i should have been. I contact them to cancel the order so i wouldnt be charged extra shipping charges. When i contacted the company i was told the order could not be cancelled if payment was made. I needed to file a return. I tried to file a return but was told the order has not been fullfilled. Also i want to cancel my account.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/07/11) */ "I'm sorry you weren't notified prior to the shipment being processed. However, we believe that email reminders are automatically done and are sent to all of our subscribers. We're not sure if the email under the subject line - Subscribers to it best ! went to your spam or junk folder but we can always double-check if your email is on the list. Our customer support team tried to assist you by responding to the email that you send last 06/23 and we are awaiting for your response. Unfortunately, we're not able to stop the shipment of the order as it is already on it's way to you. We are able to process and send you the return label via email and issue a refund for a full amount. As for your subscription, you don't have to worry because your subscription has already been canceled. We're hoping we could change your mind and provide you with better options. We'd love to see where can we help you. To get in touch with us, go to https://vegamour.com/pages/contact-us. We're looking forward on assisting you." Consumer Response /* (2000, 7, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was given full refund and a return label to ship product back at no cost

• Initial Complaint

  05/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In February 2022 I set up a subscription for their Gro Serum and by March 2022 I emailed to cancel said subscription. In April I received a message to update my card on file because it didn't go through. Again, in April 2022 I reconfirmed cancellation. On May 17, 2022 I received an email for an order at 1:32 PM. I called their # at 1:42 and spoke with ****. He cancelled the order, "issued refund" and said it would be 3-10 days depending on my bank. I called again on 5/27/2022 and they said "oh, glitch in the system sorry" They are now saying it will be another 3-10 days. THIS IS FRAUD - this was not an authorized charge and now I have to fight to get my money back that you illegally stole.

  Business response

  06/16/2022

  Consumer Response /* (2000, 6, 2022/06/03) */ ******, Thank you for the email. I tried to make a comment on this claim. Just in case it did not record, please note as follows: I was finally able to speak to a supervisor, I believe his name was ******. He processed my refund for the cancelled item and processed a return (as compensation) for my other order. As far as I am concerned, this matter has been satisfied. Refunds have been issued as of 6/1/22. *******

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order for a single item in March. Did not sign up for subscription. Company started sending product each month and automatically charges credit card. I have processed returns for the two unordered items which I was charged for. The company did not refund handling fee of ** each time. They owe me *** and I want my money back. This is a scam charging money without authorization and not refunding fully. I never sign up for subscriptions. Order numbersXXXXXXX and XXXXXXX Please help getting my *** refunded. Pity this company does not have integrity.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/24) */ Thanks for reaching out, Ms. *****. We checked your account and found two different versions with your name and other email addresses. We show you initially placed an order in December as a one-time purchase. However, when you placed your order in March, you selected the subscription price. We do not automatically sign you up for a subscription unless you make that selection. Being in a subscription does automatically give you savings, and the reason you were charged automatically is that the subscription you signed up for is on a 30-day renewal. Our policy states that if you process a return, there is a handling fee for each order. I show that you started a return for two orders but have yet to return the shipments. I refunded the 5.00 handling fee for the two orders as a one-time courtesy, and as soon as you return the shipments, our returns department will process a refund

*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. ↩