Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased from skinn research institute an airless Perfecto 3 in 1 hairstyling tool. It has changeable styling brushes. The handheld piece has an unlock/lock feature that is inoperable.I have contacted the company and received an answer as to how to use the lock/unlock feature.I returned that answer and said again, that the feature would not work.I contacted again asking for a *** and label to send the product back for a ************, I contacted again asking for the *** and label to return.I do not want a replacement, I want a refund.Sadly I had just started using some of the facial products but will not continue since I have lost all faith in this company.I noticed today that many customers on your site have experienced the same treatment when trying to return products that do not work.

  Business response

  12/18/2024

  To whom it may concern,
  
  We hope this message finds you well.
  
  First of all, we would like to apologize for the inconvenience caused.
  
  Upon checking, the customer has an existing case of a reported product defect. We've reached out to the customer and found out that the product is defective. We provided the shipping label to return the product and processed the full refund.
  
  Please feel free to reach us at ********************************** or *************** should you need further assistance.
  

  Customer response

  12/18/2024

   
  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

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this business twice... was promised a return authorization but the have now come through.

  Business response

  02/24/2024

  To whom it may concern:
  
  We sincerely apologize for the inconvenience caused. One of our top priorities is customer satisfaction. We would like to let you know that this is not what we want our customers to experience.
  
  Due to the increased volume of calls and emails during the past holiday, email handling experienced a bit of a delay. The customer contacted us on February 8, 2024, it was handled, and the request from the customer to receive the *** was sent on February 12, 2024. We also contacted the customer to ask for the return tracking so we could track the return and expedite her refund. Rest assured refund will be processed once item is received or customer provide the tracking information.
  
  Please feel free to contact us at this phone number or by mail should you need further assistance. ********************************** is ****************. We are open MondayFriday, 6 AM6 PM PST, SaturdaySunday, 8 AM5 PM PST.
  
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of purchase 5/29/23 for a Infrarose Styler(flat hair iron). The heating element stopped working. I contacted SRI since product is under 1 year warranty. They charge $17.99 to cover fulfillment costs(for a product under warranty) which I reluctantly paid. 1/24/24 I paid *** $17.84 for shipping since SRI doesn't offer return postage for their broken product. *** sent me email 1/30/24 *** received the returned broken flat iron in the original box I purchased it in. I called SRI 2/2/24 since I haven't received any emails that a replacement has been sent or that damaged product was ever received. I was told by SRI customer service rep that replacement will be sent once they confirm product returned is damaged. I informed him it's a matter of taking one second to plug product in to see that it doesn't heat up and why would I ever pay to return a working product. I should have tossed broken iron and purchased new product from a better more reputable company. Very poor customer service communications from this company!

  Business response

  02/14/2024

  To whom it may concern:
   
  We sincerely apologize for the inconvenience caused. One of our priority is our customer satisfaction. We would like you to know that we deeply appreciate you following the replacement process and patience with the waiting time. 
   
  Upon checking, I can see that the replacement was already delivered on Monday, February 12 at 10:56 a.m. The reason for the delay in the replacement process was the information provided in the system, Here's what happened: When we received the product defect complaint, it was under ******, and the email address used was *********************** When we received the warranty and payment follow-up, it was under *************************, and the email address used was ************************ One of the customer service representatives reached out to clarify the information but was not able to talk to you directly. 
   
  Regarding the shipping and handling that you paid, return shipping is supposed to be free after paying the warranty fee. We have already processed the refund for that, and an email confirmation has been sent to *********************** 
   
  If you have questions or any concerns, please feel free to contact us at this number: ************** or email us at **********************************. 
  
  

  Customer response

  02/23/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4-15-22 I purchased a blow dryer, in December of 2023 it lost power and smelled like something was burning. I reached out to the *** and was told the dryer had a 5 year warranty. I had to pay $17.99 to access the warranty and ship back the broken dryer, which I did. I emailed *** the tracking information on 12-18-23 and received and email stating I should receive a new dryer within (7) days. I sent follow up emails on January 2nd, 18th, and 23rd, along with a phone call on January 19th. I was told on 1-19-23 that they show my replacement order and that I should receive an email with tracking information within 24hrs. Nothing.If they can't replace the dryer under the warranty as indicated than I'd like to have my money refunded.

  Business response

  02/16/2024

  To whom it may concern:
  
  We sincerely apologize for the inconvenience caused. One of our top priorities is customer satisfaction. We would like to let you know that this is not what we want our customers to experience.
  
  Due to the increased volume of calls and emails during the past holiday, email handling experienced a bit of a delay. But the good thing was that we were able to talk to the customer. A replacement was processed, and the customer confirmed she received it on Friday, January 26. For more information about the delivery, you may click on this link: *******************************************************;
  
  Please feel free to contact us at this phone number or by mail should you need further assistance. ********************************** is ****************. We are open MondayFriday, 6 AM6 PM PST, SaturdaySunday, 8 AM5 PM PST. 
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the hair dryer just under 2 months ago and tried it a couple of times. It didn't give me the results that were worth the price of the hair dryer. In fact for me, my hair ended up having more straw like texture. As every product works differently for every person, I wasnt going to hold my results against the company. I just wanted to return the product as the company has a 60 day satisfaction guarantee. I reached out to them via email for the first time a month after purchasing the item. I reached out a second time a week later as I hadnt heard any response. I finally got a response 3 days after my second email but the guy was pushing more of a discount but still keeping the item and still having to pay for it. I replied back that I didnt want a discount that I simply wanted to return the item. I have not heard a response back yet and Ive emailed another an additional three more times after my reply. Its been almost a month since I initially contacted them and my 60 day window will close soon. I believe this is the companys tactic - having my window close and therefore they wont have to honor their guarantee. I just want to return the item and receive a full refund but am unable to without the company responding and providing me a RMA #. As I also have had to go through so many hoops to try and return the item, I should not have to pay for any return shipping fees or restocking fees.

  Business response

  02/16/2024

  To whom it may concern:
  
  We sincerely apologize for the inconvenience caused. One of our top priorities is customer satisfaction. We would like to let you know that this is not what we want our customers to experience.
  
  Due to the increased volume of calls and emails during the past holiday, email handling experienced a bit of a delay. We tried to contact the customer but were unfortunately routed to her voicemail. A return label was provided and sent to the customer's email so she could return the product without paying the shipping cost. Once the customer returns the item, we will initiate the refund immediately. 
  
  Please feel free to contact us at this phone number or by mail should you need further assistance. ********************************** is ****************. We are open MondayFriday, 6 AM6 PM PST, SaturdaySunday, 8 AM5 PM PST.
  
  

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a hair dryer from Skin Research Institute on 10/6/22 at a cost of $241.00. I received the item on 10/15/22. On 12/27/22, it was no longer working (after less than 20 uses). After contacting the company, they agreed to replace the hair dryer at no cost to me (they initially wanted $49.95 for restocking and shipping, but when I balked at this, they agreed to replace it at no charge). I sent the hair **** back on 1/9/23 (it was delivered to them on 1/12/23), but the company has yet to replace the defective hair dryer and no one is replying to my messages regarding the status of the replacement. At this point, I have purchased a different hair dryer and no longer want a replacement. I have no confidence in this product or this company and would like a refund.

  Business response

  05/19/2023

  Dear *****,

  We sincerely apologize for the inconvenience you have experienced with your recent purchase from Skin Research Institute. We deeply regret the issues you faced with the hair dryer and the subsequent delay in providing a replacement. We understand your frustration, and we want to assure you that we take this matter seriously.

  We have already taken internal steps to address the issue and prevent similar occurrences in the future. Our team is investigating the delay in replacing the defective hair dryer, and we apologize for the lack of communication regarding the status of the replacement. This is not the level of service we strive to provide, and we are committed to rectifying the situation.

  In light of the circumstances and to make amends for the inconvenience caused, we will issue a full refund of $241.00 via PayPal ************************ You can expect to receive the refund within 3 - 5 business days. We hope that this gesture helps restore your trust in our commitment to customer satisfaction.

  Once again, we sincerely apologize for the inconvenience and frustration you have experienced. We appreciate your feedback, as it helps us improve our processes and serve our customers better. If you have any further questions or concerns, please do not hesitate to reach out to **.
  Thank you for your understanding and giving ** the opportunity to make this right.

  Best Regards,

  Skin Research Institute

  Customer response

  05/19/2023

   
  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

  08/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a hair straightener and it was never delivered because it said incomplete address even though I entered my apartment number in. I'm just trying to locate the package and figure out how to get it delivered correctly.

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/09/09) */ Hi *****, Thank you for bringing this matter to our attention. We are saddened to hear that you were not able to receive the package we sent on August 9, 2022. Upon checking, it was returned to our warehouse due to an insufficient address. As per your request, we sent another package to a different address and it is currently in transit. The replacement was shipped via **** with Tracking # **********************. The estimated date of delivery as per the shipping company's website is on September 10, 2022. You may also check the status of the delivery through this link: ****************************************************************************************************** Please feel free to contact us should you have any further questions. Have a great day! Best Regards, Skin Research Institute Customer Success Team

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In the beginning of June, I purchased a curling iron on June 9th and I never received it. I tried reaching out via email ************ to get ahold of the company and never got in touch with anyone. I would like a refund or to receive the curling iron I had purchased. It's a lot of money spent to not receive the item. I'm hoping it's some kind of misunderstanding as they seem to have a good review on this site, but I feel frustrated that I still have not received my order.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/07/30) */ Hi *****, We are sorry to hear that you haven't receive your order yet. Even more sorry to hear that you did not receive a respond from our team. We'll do an internal investigation as to where the disconnect happened to make sure that it'll be the last. By the way, your order was shipped on June 10, 2022 via **** with tracking number: **********************. As per***** website, your package was delivered in or at the mailbox at 2:07 pm on June 21, 2022 ******************** Here's the tracking link: ****************************************************************************************************** One of our supervisors will reach out to resolve this issue to your benefit. Thank you, Skin Research Institute Customer Success Team

*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. ↩