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:11/27/2024

  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.

  Ive continued to go back and forth with Pure about a refund for a package I have never received they are insisting on replacement but because this was a GIFT and it was not sent to me in a timely manner I had to go elsewhere to buy one. It took them 24 hours to respond the first time and over 80 hours the second time so I went and got a new gift I had to give it to them before they got back to me. A refund is the only solution here I will never work with this company again

  Business Response

  Date: 11/27/2024

  Thank you for placing an order with **** truly appreciate your business.
  
  I wanted to provide you with an update regarding your refund request. You placed your order on November 23rd, and it was delivered on November 25th, just two days later. Following the delivery, you reached out to request a refund.
  
  *************************************************
  
  We have no issue processing a refund for you. However, per our policy, we require that the product be returned to us. Once we receive the returned package, we will gladly issue your refund promptly.
  
  Thank you for your understanding. If you have any questions or need assistance with the return process, please don't hesitate to contact us.
  
  Best regards
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22611293
  
  I am rejecting this response because:
  The package was never delivered to my home, I expected because you used Amazon to ship a photo would be attached to assist in locating but that was not the case whatsoever, so theres no product to return. I would have kept it if I actually received the product in question, instead I had to buy another pure product from ***** for the gift as a replacement for the package I did not receive. 
  
  Sincerely,
  
  Hailee **********

  Business Response

  Date: 12/03/2024

  Hello again,
  
  As a reminder, we shipped the order on time, and our records clearly show that it was successfully delivered. We are not responsible for any loss or theft of the package once it has been delivered.
  That being said, we will issue a full refund once this complaint has been removed.
  
  Best regards,
  The Pure Daily Care Team

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22611293
  
  I am rejecting this response because: the package has zero receipt that it was delivered to the correct location, I will gladly removed this complaint completely upon receipt of refund being processed. I have no reason to keep up a complaint that is handled correctly. Please email me proof of refund and Ill remove complaint immediately. 
  Sincerely,
  
  Hailee **********

  Business Response

  Date: 12/05/2024

  Hi,
  
  This customer purchased a product from us, which we shipped within 24 hours, and it was delivered to her in just 2 days. We have proof of delivery, even though she claims she didnt receive it. Despite this, we offered her a full refund and politely asked her to remove her review, which is completely untruthful.
  
  Im unclear on how this is still considered an unresolved issue. As business owners, were often left with little recourse in situations like these. Even though our tracking clearly shows the product was delivered on time, the customer can still request a refund, and we are obligated to comply?
  
  Where is the fairness in this process?
  
  Looking forward to your clarification.

  Business Response

  Date: 12/06/2024

  Hello,

  Ive been communicating with the customer and your team within a few minutes after getting a message. 

  Here is the order number: PDC128979
  And here is the tracking number and proof of delivery: *************************************************

  Please let me know if you need more details

  Thanks 

   

• Initial Complaint

  Date:05/31/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Company is manipulating reviews on Amazon. All reviews 1-3 stars claim defective product or excessive heat not temp regulated as advertised. Advertised product without disclosing the new device being ordered was used or refurbished. Widely distributing defective products that are dangerous, products are causing injury 1-3 degree ***** because device does not regulate its temp heating water to extreme high temperatures. Reviews on other sites than Amazon that sell this brands products rate the product 1-3 stars majority reporting defective device and device clearly used. Company denies any refund and ignores consumer complaint of defective device. Company disables their customer service line leaving their only form of contact a service email they claim will be answered. The product I order was nanotech 1 -3 facial steamer. Ordered may 28, received by 4 pm may 29, clearly indicated device was used and using it once that night. Immediately not working as advertised taking 8 minutes for steamer to heat, producing a thin Stream of steam that was not consistent, constantly breaking apart. Steam stopping completely and starting a few moments later in a total different direction. And started spitting scalding hot drops of water onto face and hands and steam was also way too hot to put face into. Used it a second time may 30 having the same issues taking too long to heat, heating too much, spitting droplets 10x more. Having to cover my hand with a towel to turn it off No wasnt user error, only used distilled water, never filled tank more than 1/2 way and emptied reservoir before putting in tank. May 30, around 3pm started 3rd use. This time was different because the spitting turned into solid streams of hot water projecting out, then water began bubbling at the top and completely erupted pouring out scalding water until it was empty. The water was yellow and left a huge stain on my mattress. Confirming it was used bc the timescale build up. Was able to record vid

• Initial Complaint

  Date:04/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 the NuDerma high frequency wand on March 22 through the Shop App. I tracked the shipping of the wand through the Shop App. After a week the product was returned to sender. I was concerned and I tried to reach out to the company several times via email... since that is the only contact information listed on the website. Unfortunately nobody from the company responded to my emails. I wanted to get my order canceled since I never received it. I tried reaching out to the shipping carrier Amazon but they said to contact the merchant. I also tried disputing the payment through Affirm because the merchant received payment via Shop App. ****** opened a case regarding my claim and said they would look into my dispute. Pure Care Daily should acknowledge that I am owed a refund because the product never arrived. I have documentation that my order was returned to sender. My fear is that this company is a scam. Pure Daily Care was able to receive money for a product that was never delivered. Everyone needs to know that some companies are not trustworthy.

• Initial Complaint

  Date:03/29/2024

  Type:Delivery 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.

  On March 17th I placed an order.On March 18th this order was supposedly delivered in one day as I received tracking information that the package was already delivered with an Amazon tracking number.It was far too soon for the package to arrive and it has not arrived from that day. There was someone at the location at the time and no one has seen my package.I sent an email to pure daily care. They finally opened a case number ***** and sent an email at 6:38pm EST 3/25 - they then sent an email at 10am today 3/26 saying the ticket has been closed because I didn't respond IN THE MIDDLE OF THE ****** THIS IS FRAUD.

  Business Response

  Date: 04/19/2024

  Thank you for contacting us through the Better Business Bureau (BBB). We understand your frustration and apologize for any confusion regarding your order placed on March 17th via Amazon.
  
  We can see that Amazon's tracking information shows the order was delivered to your address on March 18th. We've also confirmed that a full refund was issued on March 29th.
  
  If you haven't received your order or the refund isn't showing yet, we'd be happy to investigate further and work with you to resolve this issue. Please provide any additional details you may have, such as any communication you've had with Amazon regarding the delivery or refund.
  
  We value your business and strive to provide excellent service. We appreciate your understanding and look forward to assisting you further.
  
  Sincerely,

  Customer Answer

  Date: 04/23/2024

   
  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. They reopened my original case which they had closed without resolution before I contacted you.

  After I contacted you they processed a refund that I have now received. I am satisfied as that is what I was requesting for the package not received.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 would like to return the product for a full refund because it does not do what it claims. They sent a generic response back saying because I want to return the product after 30 days they cant. For such an expensive product with their claims of what it can do I would assume they would stand behind their product. It was less than 60 days ago I received the item. How can every customer tell if it will work for them in less than 30 days of even being able to try out the product. Junk

• Initial Complaint

  Date:01/22/2024

  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 purchased a pure daily care face mask. It does not WORK! It isn't powering up. I have reached out to them and they asked for a video which I sent. They said I needed to send another. So I did. Now I emailed a picture. They are terrible to work with!

  Business Response

  Date: 02/01/2024

  Hi,

  We sent you a replacement on 1/24/2024 and you received the package on 1/29/24. We would appreciate it if you can go a head and update your review.

   

  Thank You

• Initial Complaint

  Date:08/02/2023

  Type:Customer Service 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.

  Unable to contact company via email or phone about diffuser missing part.

  Business Response

  Date: 09/18/2023

  We've noticed your recent complaints on the Better Business Bureau, and we sincerely apologize for your experience. At Pure Daily Care, we are committed to ensuring you have the best possible experience with our products and brand
  
  Our **************** is open MondayFriday from 9am5pm PST, closed holidays.
  
  Email: **********************************
  
  *Please make sure to check your spam folder if you do not get a response right away.

• Initial Complaint

  Date:06/15/2023

  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.

  On June 9, 23 I purchased ****************** device from ********************** online. I paid it with my credit card, a total of $30.84. On June 13, 2023, I received the item which is NOT WORKING condition FROM OUT OF the **** After research, I have learned that it is not the first time where this online seller send the customers the defective item. Hence there is no point asking them for the replacement. On June 13, 2023 I requested the seller via email for a RETURN LABEL On June 14, 2023, the seller refused sending me a Return Label, but asked me to return the item with MY OWN EXPENSES for shipping and tracking. On June 14, 2023, I replied to seller that since Pure DailyCare sent me Defective Item, it is PureDailyCares responsibility to provide me a Return Label. If I am returning the item, because I changed my mind then the sellers request is applicable, but they sent me the item NOT WORKING from out of the box. I wasted my ************* to try and try Defective Trash Item. As of today June 15, 2023 he sent me email saying the return shipping fee is the responsibility of the customer..we do not provide prepaid return labels.I replied to PureDailyCare email that If you dont want to provide me a return label. I request an immediate FULL REFUND. So far I got no response from the seller. I strongly feel that thus seller have a zero sellers basic ethics, not like other sellers. I found it immoral. In 66 years of my life, none of sellers sent me DEFECTIVE TRASH ITEM from out of box! When new item became out of order in a few days, every sellers were apologetic and offered me a full refund. I feel that this sellers practice is a form of FRAUD. Expected solution: 1. Since they refuse to send me a RETURN LABEL, I want a FULL REFUND. 2. They should not be allowed to sell the items online. Sincerely,************* ******************* **************

  Business Response

  Date: 09/18/2023

  We've noticed your recent complaints on the Better Business Bureau, and we sincerely apologize for your experience. At Pure Daily Care, we are committed to ensuring you have the best possible experience with our products and brand
  
  Our **************** is open MondayFriday from 9am5pm PST, closed holidays.
  
  Email: **********************************
  
  *Please make sure to check your spam folder if you do not get a response right away.

  Customer Answer

  Date: 09/18/2023

   
  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:03/29/2023

  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.

  Purchased a NuDerma Professional High Frequency on 3/16/2023 the wand worked for one day then stopped working. I reached out to customer care and they did not get back to me right away (no phone number for company you have to wait for an email response) so i purchased another one, now Pure Daily Care will not pay for me to ship back the defective one since i ordered a second one, i want a shipping label so i am not out any money for them sending me a product that does not work. Please assist.

  Business Response

  Date: 09/18/2023

  We've noticed your recent complaints on the Better Business Bureau, and we sincerely apologize for your experience. At Pure Daily Care, we are committed to ensuring you have the best possible experience with our products and brand
  
  Our **************** is open MondayFriday from 9am5pm PST, closed holidays.
  
  Email: **********************************
  
  *Please make sure to check your spam folder if you do not get a response right away.

• Initial Complaint

  Date:12/09/2022

  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.

  During Cyber Monday sale the company had a sale of "purchase ONE clinical applicator and get ONE free". I purchased 2 and according to the promotion advertised I suppose to get 4. I purchased 4 so I can use 3 of them as Christmas gifts***************** The company never sent me the shipping number and their site does not show the shipping process. I sent several email and they sent me the wrong information like three times, they gave me the wrong shipping company first they said it was **********************************. When finally received my package PURE only sent me half of my order, instead of 4, I got 2. I have been going back and forth with emails and all they do is play "hot potato", I have asked for a customer service phone number several times to try to take care of the issue but PURE has ignored my request every time. ASIDE of the false advertisement, their customer service is horrible you can't talk to someone alive. It's hard to follow up with emails and someone in specific to address the problem and they go back and forth with their answers. They said it's on its way but I checked on their site shows my order was completed 2 days ago. I'm really frustrated with their unprofessionalism and don't know what else to do.

  Business Response

  Date: 09/18/2023

  We've noticed your recent complaints on the Better Business Bureau, and we sincerely apologize for your experience. At Pure Daily Care, we are committed to ensuring you have the best possible experience with our products and brand
  
  Our **************** is open MondayFriday from 9am5pm PST, closed holidays.
  
  Email: **********************************
  
  *Please make sure to check your spam folder if you do not get a response right away.