Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ive been ordering from Acne.org (which has recently transitioned its store to DanielKern.org) for over 12 years. I have ONE subscribe and save order set up (via Acne.org) which delivers an order of $74.76 every 3+ months, depending upon my usage. On 11/1/2022 I received my normal subscribe and save order (#*********) via Acne.org without issue. Then, on 11/29/2022, I received an email from DanielKern.org saying they received my subscription renewal order #******* and it is now being processed! So, without hesitation, I went directly to DanielKern.org to cancel this order that I never ordered. I had to create a new login/password at this time because I never even visited this new web site before. I cancelled the order and immediately received an email confirmation stating my subscribe and save order has been cancelled. No further action is necessary. Then, on 11/30/2022, I receive another email from DanielKern.org stating my renewal order was complete along with tracking number. At this point, I immediately tried to find a customer service number I could call but neither site provided a phone number. I sent FOUR emails to the help email without a single reply. I also submitted a request for assistance via their online form, also without a reply. Finally on 12/1, I receive an email saying to email them when I receive my item and they will walk me through the return process. After a few further emails, on 12/5/2022 I receive an email stating to refuse shipment and they will refund me! Well this was AFTER I received the item and the fact they just told me the complete OPPOSITE a few days prior. Well, needless to say, this company continues to give the run around in returning this item that I NEVER ordered. Being a customer of over ***************************************************************************** a subscribe and save that I never ordered.Initial Complaint
05/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 24, 2022, I bought the acne.org big kit on acne.org website. This was a kit which, as the website (as seen in the screenshots below) indicate contains a 16 oz AHA Glycolic Acid. To my surprise, when I received my order, it only contained a 6 oz AHA, which is not as advertised. I immediately emailed them back explaining the discrepancy and have tried emailing multiple times to no avail or response. They have only messaged back once but they refused to acknowledge the mistake and didnt help me. I would like either (1) refund me for the missing AHA, in the amount of $33.21, (2) send me the 16 oz AHA to my address, (3) send me a return label and I will return the kit altogether. The screenshot showing a 16 oz AHA is attached. The acne.org support team has maintained no communication throughout my entire ordeal and Im extremely frustrated that theyre refusing to fix a small issue. I have waited close to 3 weeks.
Business response
08/12/2022
Hi ******,
This is Ysabela from customer service. May you please send me the link of the complaint so I can respond to *************************. With regards to her issue, we did respond to her complaint. She was wondering why she received 6 oz. AHA+ on her order. I checked her order and she was charged for 6 oz. AHA+. She was asking us to send her a 16 oz. AHA+ in which I informed her that we could not since she was charged and sent the correct product from her order. She placed an order for a BIG KIT PLUS which includes an 8 oz. ********** and 6 oz. AHA+. I have attached a copy of her invoice as proof. Thank you.Initial Complaint
02/14/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On my online receipt the correct address is on there however, Acne.org still put the wrong address on my purchased ****** ** found out through a ***** manager) I never received my items. I emailed the company that I either wanted a refund or to have my items resent to me at a different address. The agent that replied said they would give me a refund when I safely return the items. Well that's not possible since I NEVER RECEIVED THE ****** My issue is now labeled "resolved" when in fact it is not because I paid $44.33 for 2 items that I do not have & the company is not cooperating at all. At this point I want my money back!Business response
03/31/2022
Response from Consumer:
Afternoon,
After much back and forth the issue was finally resolved.
Thank youInitial Complaint
11/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have a subscription with this company every month they ship my face creams. I have gotten 2 subscriptions so far no issues. The last order I received from fed ex on 11/16/21 the bottles came damaged the pump bottle was broken off the cream had exploded from the bottom all over the box and bottle. I sent pictures of this to the company. They were rude from the beginning after I explained the situation and showed pictures I didnt receive a response for the rest of the day. The following day 11/17/21 ****** responded to me saying my pictures dont show that it exploded the bottles were too clean and they would only be replacing one bottle. I paid 43$ for the acne regimen which is 3 bottles. The products are in the garbage and they dont care. They are basically telling me Im lying. I havent had any issues until now. My daughter likes the product. I just want the products I paid for. And they are assuming and taking my money and giving me nothing in return. This is wrong!Business response
11/18/2021
Customer said products were damaged but we asked for pictures. None of the bottles have any damage or leakage. If customer wants to have a refund, she may return the bottles back to us.Customer response
11/18/2021
Complaint: 16155106
I am rejecting this response because:I have spoken to this business numerous times and they are accusing me of something and will not help rectify the situation. I paid them for items they sent me damaged all the product was all over the box. The pump was broken on the other bottle. The bottles have been thrown away. And they will not send another bottle. They wont refund me and Even if I still had the bottles I would not pay to send anything back to them. They sent me damaged items. Im not paying for shipping on a problem that is not my fault. You cannot take peoples money send them trash and not refund or reship. Ive never had any issues with my products before this order and now that my items are delivered to me damaged its a problem getting anything from this business i am the paying customer. I want them correct this situation. It is entirely on them! Not me. I paid and received garbage. And the pictures do not show anything clean. The product is all over the bottom of the bottle and the box and the pump is broken off the other bottle. Thats clean too you? This is pathetic.
Sincerely,
*********************************
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. ↩
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.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.