We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cosmetics Sales

Tru Alchemy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetics Sales.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/18/2024

    Type:Delivery Issues
    Status:
    Answered
    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 received 2 of the Tru Alchemy Retinol Reset. I did not order these items. I never subscribed for future shipments

    Business Response

    Date: 10/02/2024

    Thank you for contacting us - we apologize to hear that you ran into some trouble with your return. After speaking with our customer care team, we were informed that they did receive your messages and you have been fully refunded - no need to worry about sending the order back to us. You should have received an email with the confirmation of your refund. Please let us know if there’s anything else we can help you with.

  • Initial Complaint

    Date:05/10/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    tru alchemy keeps sending me their Eye Elixir. i ordered ONE time on Amazon and tru alchemy keeps sending it to me via ***** not through amazon. i absolutely DID NOT request "subcribe and save" on amazon nor have i ordered it through any other way. i know no other way to contact them to knock it off. this appears to be a scam. this product has been sent to me 5 times and it needs to STOP!

    Business Response

    Date: 05/16/2024

    Hello 
    We sincerely apologize for the difficult time you have had reaching our customer service team, and we can confirm that your subscription has been canceled on 5/16/2024. We wish you a successful health journey and please reach out to us if there is anything else we can assist you with.

  • Initial Complaint

    Date:01/24/2024

    Type:Product Issues
    Status:
    Answered
    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 December 25 (yesterday) a charge was made thru amazon pay for an order for 37 and some cents. I did not order this. From reading other complaints it is literally the same scam. I have no idea if this is a fraudulent subscription. I want it cancelled and my money returned

    Business Response

    Date: 02/12/2024

    Hello, We sincerely apologize for the difficult time you experienced trying to reach our customer support department. We certainly want to ensure our customers requests are handled in a timely manner. We received your message from our manufacturing and shipment facility in **************, we have cancelled your subscription, and refunded your order. We strive to maintain a high level of customer care and we look forward to an opportunity to serve you again in the near future.

  • Initial Complaint

    Date:09/26/2023

    Type:Delivery Issues
    Status:
    Answered
    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 couple of months ago I ordered skin cream from TRU ALCHEMY. It made things worse so I just forgot about it. Now all of the sudden i see credit card charge for $132,68 for company SIMPLE BEAUTY that I never dealt with, never subscribed neither to TRU ALCHEMY nor to this company. And now I got box with 4 creams I never ordered, and it says "SIMPLE BEAUTY". As I understood from this site, these are related companies engaged in unauthorized negative billing fraud. I didn't order anything from SIMPLE BEAUTY, didn't subscribed to any of them and I demand : 1) stop unauthorized "subscription" ; 2) reimburse the charge on credit card for $132.68 dated 9/4/23. Meanwhile I'll dispute this credit card with the credit card company. I phoned a dozen time to the # listed on the charge: ************ but the # is disconnected I can mail back the box with 4 creams that I never ordered, just tell me to which address, so it doesn't go astray

    Business Response

    Date: 10/06/2023

    Hello, We sincerely apologize for the difficult time you experienced trying to reach our customer support department. We certainly want to ensure our customers requests are handled in a timely manner. We received your message we have cancelled your subscription, and refunded your order on September 23,2023. We strive to maintain a high level of customer care and we look forward to an opportunity to serve you again in the near future.

  • Initial Complaint

    Date:01/17/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered 3 products from Tru Alchemy after doing extensive research and all 3 products were used twice a day for 3 months. I paid $152.93 for them. I recently sent a letter to Tru Alchemy and stated products did absolutely nothing and sent empty containers as well. Their website states a money back guarantee. I want a full refund! I chose this product because I truly believed in their ads. I have 2 small very light brown spots I used the dark spot corrector on and their product didn't even fade these spots. Terrible when you spend some $150 and get no improvement. I would again request a full refund to the credit card used when I placed the order. I have not even gotten a response to my letter. I guess I at least expected a response. Not very good customer service.

    Business Response

    Date: 04/11/2023

    customer refunded via Amazon.

  • Initial Complaint

    Date:12/05/2022

    Type:Customer Service Issues
    Status:
    Answered
    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've ran into the same problem as everyone else. I know for a FACT that I did not subscribe for eye cream, and yet I was charged $72 in my bank account. The customer service line is awful and you will never get through. I'm positive that this company is a complete scam because who would think it's a great idea to only cancel subscriptions via customer service line and have no one answer. I've been calling for two whole weeks. I'm ready to file a dispute with my bank because obviously nobody competent works here.

    Business Response

    Date: 01/20/2023

    Sub cancelled & last order fully refunded. No future orders will be sent out.

  • Initial Complaint

    Date:11/25/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    There is an authorized transaction on my credit card through Amazon pay for my simple beauty on 11/25/2 for 37 dollars and some cents.First, I called the phone number listed on transaction receipt. I got a repeated dial tone. I remember going to a website and purchasing 1 item in September but not from a website named my simple beauty. If I signed up for any subscription, I clicked incorrectly by mistake. I haven't used the product I purchased in September. I want any subscription cancelled and no further shipments. I have never visited my simple beauty website which is listed in the transaction receipt. Luckily, I used Amazon pay and have blocked any further payments as of 11/25/22, But I wish to be refunded the payment that I was charged to my Amazon pay today, 11/25/22. All I know is a mistake has been made and needs to be remedied. if you order from a specific website, and the transaction shows an entirely different name, it is confusing, misleading, and difficult to track down for cancellation of an accidentally placed subscription. The phone number provided for merchant on Amazon pay seems to be disconnected . If I had never started a BBB complaint. I would still be trying to contact a company called my simple beauty and being charged for a subscription accidentally placed. I want a refund of the transaction made this morning on 11/25/22, and cancellation of any subscription.******************************* *****************************

    Business Response

    Date: 01/20/2023

    Sub cancelled & last order fully refunded. No future orders will be sent out.

  • Initial Complaint

    Date:09/20/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 saw an ad for a new line of face creams that was available to order online. I ordered the eye cream and 2 of the face creams (cheaper if you bought 2) on July 27, 2022. I KNOW that I did not sign up for auto-shipping/subscription since this was my first time trying the products. I received an email today, September 20, 2022, saying that they are auto-shipping more eye cream for my "subscription" on September 27, and that I may cancel my subscription only 5 days or more before shipping. I clicked on "log in to your account," and it took me ti a different company called, "******************," with nothing about any login. It had a number to click for customer service. I called, and was put on hold for 10 minutes. Then an unprofessional sleepy male voice answered but didn't really speak. He asked what I wanted. I told him I didn't want any auto shipments. He replied that he couldn't hear me, he was hanging up, and I needed to call back again. I immediately tried to call back, and my phone screen said, "This number is blocked from receiving calls." I went back to my email and found a different customer service number. This time "******* from Tru Alchemy" answered. She seemed to understand and said that she would cancel the subscription. Let's hope that ******* was able to remove my information and cancel the alleged "subscription!" The creams felt worthless anyways. I was NOT planning to buy them again!

    Business Response

    Date: 10/25/2022

    Business Response /* (1000, 5, 2022/10/19) */ Hello Ms. ****** - We sincerely apologize for the difficult time you have had reaching our customer service team, and we can confirm that your subscription has been cancelled on 2/20/22 by *******. We wish you a successful health journey and please reach out to us if there is anything else we can assist you with. Consumer Response /* (2000, 7, 2022/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for acknowledging the cancellation. I hope that you examine your website and email links so that others do not get the wrong company when they click the link in their email to cancel their subscription that they didn't intend to join.

  • Initial Complaint

    Date:05/15/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 April 7th 2022 I was looking at beauty ads on Facebook. I came across mysimplebeauty, I clicked on the ad. I was looking at the different products and what they claimed to do. I added one item to the cart and filled out the form using PayPal. Then I thought no I won't order anything. The next thing PayPal notified me I was charged for two items , one for $59 and another for $33. One was a dark spot corrector the other an eye cream. I wasn't even looking at these products. For one I don't need a dark spot corrector and I would never order an eye cream because I am allergic to most creams and always never put anything on my eyes or eyelid. Because I would immediately have a reaction and my eyes would swell. I was charged for both products and also they put me on auto pay for a continuing delivery. I never authorized this. I sent them an email and asked for a return label. Shortly after that I received an email stating, you left something in your cart. Come back to complete your order. I logged in to my PayPal account and I saw that this company had put my account on automatic shipments for these to products. I went in an canceled the auto payment on both products. I repeatedly tried to email them asking for a refund, shipping label. My emails were not excepted. Even my Google account tried to resend and my message was bounced an I was sent am message saying they were not excepting messages from my email. Google has tried to resend my message and still continues to try and send my email. I want to have a return label and my money reimbursed to my account in the amount of $59 for Spot Check and $33 for Eye Elixir.

    Business Response

    Date: 06/07/2022

    Business Response /* (1000, 5, 2022/05/31) */ Hello Ms *****, We sincerely apologize for the inconvenience and can confirm your request has been received. We can also confirm that you have been refunded as of May 20th, 2022 and will not be receiving any further shipments. Please, let us know if there is anything else we can help you with. Consumer Response /* (2000, 7, 2022/06/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Tru Alchemy is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.