ComplaintsforNV Perricone LLC

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On nov. 7, 2023 I placed an order through ********* for $74.32. I received the product. It’s fine but I don’t love it but that’s not the issue. I looked at my account on the website to see if I had any subscriptions and it said I do not. I wanted to make sure I did not have a subscription bc I did not like the product enough to reorder. It showed a NO SUBSCRIPTIONS. A week after looking to see for a subscription my card was charged for $334.74 on December 2nd, 2023. How did I get a charge for something I did not subscribe to? I do not want the product. This company is fraudulent. This is stealing and trickery. I would NEVER buy any skin products that cost $335. From what I have read from the other reports here I’ll wait for the product and try to return it.

  Business response

  12/18/2023

  ******** ***** ** **** ** ****** ** ************ * * *********** ** ***** ***** ******** *** **** ****** **** **** ***** ******* ** ***** ********* ***  ******** ******** ********** ******** *** **** **** ** ********
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  Our records reflect that you enrolled online for automatic shipments of Perricone Cold Plasma Sub-D with the purchase of a Face & Neck Deluxe System introductory offer on November 2, 2023.? 
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D® via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers making an initial purchase are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the auto-delivery program is provided on the website at the top of the page before an offer is selected; in the shopping cart prior to any personal information being entered and in the order confirmation email.? Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase including the auto replenishment shipments. Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  On November 3, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $74.32 (including $4.37 IL Sales Tax) and charged in full at this time to the credit card provided.? 
  On November 24, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $334.50 (including $14.97 s&h plus $19.68 IL Sales Tax) and charged in full to the credit card on file.
  
  Please be advised that Perricone MD products are also available via multiple retail stores, online at www.perriconemd.com, and via QVC - all of which maintain separate customer databases and would not have had access to account information for membership orders placed at ********.  Currently the Perricone Cold Plasma Sub-D® website does not have self-management online account access available.   Our records do not reflect any calls received from the phone number provided with your order (and this complaint) nor any other contact received in reference to your account since its inception, prior to receipt of your BBB complaint. Our website, www.********, offers options to contact us via phone, email, or chat.
  
  We do offer a 60-day Money Back Guarantee on every shipment as well.  If for any reason you're not completely satisfied, you may always simply return the product(s) - even if empty - within 60 days of receipt, for a refund of your full purchase price (minus shipping and handling, as our satisfaction guarantee does specify that shipping costs are a non-refundable item.)  As a gesture of goodwill, a pre-paid return label has been sent via email to assist with the return of this shipment at no additional cost to you.  Please provide your name and email address along with your return, so we can promptly process your refund. Please note that if you don’t include the aforementioned information, we may not be able to identify the account and may not be able to process your refund.  Once your return is received a refund will be issued.
  Your Perricone Cold Plasma Sub-D® subscription is now cancelled with nothing further to be shipped or billed.

  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Oct 25 I ordered a trial kit of products at ********* clicking through from an Instagram ad. On November 24 I awoke to an email from ****** stating that at 3am I had authorized a $337.64 charge to ************. This is half of my paycheck, taken on Black Friday. It was only after calling the number for that company that I realized that they had anything to do with Perricone MD. Then a ****** search led me to the dozens of complaints against this company for unethical, misleading business practices. At no time during the placement of my original order did I agree to an exorbitant monthly subscription. But when searching back for my original confirmation email from a month ago, the tiny print at the bottom of the email says that I was subscribed unless I called/emailed to cancel. If ****** had not emailed me this morning, I wouldn't have had any indication that my checking account would be overdrawn when my mortgage check clears. When I went to the ******** website, I confirmed that I'd never even set up an account. When I did create an account using my email address, it says that there have been no orders placed, not even the original October one. The ************ phone representative and her manager both told me that my order could not be canceled. And I am supposed to just trust that this unethical company is going to refund my money, even though they won't send me any email confirmation of that. This business needs to be prosecuted.

  Business response

  12/12/2023

  ***** ** **** ** ****** **** *** *********** ***** ******* ** ******** ******* *** *** ***** ** ******* ** ********** ***** ******** ********* *** ******** ******* ******* ********** **** ******* ********** **** ** ********
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  Our records reflect that you enrolled online for automatic shipments of Perricone Cold Plasma Sub-D with the purchase of a Face & Neck Deluxe System introductory offer on October 25, 2023.?
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma ****** via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers making an initial purchase are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the auto-delivery program is provided on the website at the top of the page before an offer is selected; in the shopping cart prior to any personal information being entered and in the order confirmation email.? Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase including the auto replenishment shipments. Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  More specifically the order summary in your shopping cart for the offer you purchased did provide the cost of future shipments.  It stated: “One month after your first order is shipped, and then every three months thereafter, you will be sent a new full-size supply of ****** Face & Neck Deluxe System with Cold Plasma Sub-D+. Each shipment will be charged $299.85 plus $14.97 for shipping and handling charges to the payment method you provide today unless you cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax.”  We regret if you found the offer unclear in any way.
  Please be advised that currently there is no member account access online through the www.******** website. Perricone MD products are available via multiple retail stores, online at www.perriconemd.com (which does have online account access), and via *** - all of which maintain separate customer databases and would not have had access to account information for membership orders placed at ********.
  On October 26, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $75.02 (including $5.07 NC Sales Tax) and charged in full at this time to the ****** account provided.?
  On November 24, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $337.64 (including $14.97 s&h plus $21.74 NC Sales Tax) and charged in full to the PayPal account on file.?
  Also on November 24, 2023, per your phone request, your subscription was canceled.  Information was provided regarding the membership, and you were advised that the shipment could not be stopped.  As a courtesy a request for a refund prior to return was submitted in exception to our 60-day Money Back Return policy. 
  Due to your dispute with ****** the refund was delayed.  Per our records a supervisor spoke with you on November 27th to update you on the process and confirmed your subscription was cancelled.
  On November 28, 2023, the refund was processed: an email confirmation was sent to the email address provided with your initial order.   Please allow 3 – 5 business days for this transaction to post to your ****** account.
  Your Perricone Cold Plasma ****** account remains closed with nothing further to be shipped or billed.

  
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I need assistance with this order. The Phone number associated with the **** order says it is disconnected. When I contact the perricone customer service number on ****** they say it was purchased from a different area at Perricone and they can't assist. Totally unethical practices.

  Business response

  11/21/2023

  Our investigations conclude with the below:

  Client placed order #********* place on *******************

  **** ****** ***** ******** ***** Concentrate 2oz @ $158.37

  Client contacted us yesterday @ our toll-free # as shown on ******************* & a return authorization was sent to client via email.

  Once we receive this returned item - we will be happy to provide a full refund.

  If further assistance is needed - please phone us back @ ###-###-####.

   

  As for the incorrect number reading on the financial images received - this has been communicated upward so to get this changed / corrected.

  Business response

  11/21/2023

  Our investigations conclude with the below:

  Client placed order #********* place on *******************

  **** ****** ***** ******** ***** Concentrate 2oz @ $158.37

  Client contacted us yesterday @ our toll-free # as shown on ******************* & a return authorization was sent to client via email.

  Once we receive this returned item - we will be happy to provide a full refund.

  If further assistance is needed - please phone us back @ ###-###-####.

   

  As for the incorrect number reading on the financial images received - this has been communicated upward so to get this changed / corrected.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Back in September, I made a small purchase at Perricone MD, and on October 24th, I was automatically charged $277 for a subscription I have never agreed to. I called the company right away and was to.d that they cannot reimburse the money, I’d receive the products and then would return them. No email was sent or products received by me. This company made money out of tricking customers and stealing money.

  Business response

  11/02/2023

  Received the below response from our distribution partner ***** ******

  Customer's account was cancelled and refunded on October 24, 2023. 

  According to the notes customer was advised that although, she was refunded she did not have to return the shipment.

   

   

  Customer response

  11/03/2023

  
  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

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a trial order with Perricone. I was under the impression that there was a 60-day money back guarantee. However, less than 1 month later, I was billed $241 on PayPal and sent another order of product I did not request. I called Perricone and was told: 1. Orders placed through Instagram do not get account numbers; 2. My only recourse was to wait for the new product to arrive and then send it back. I immediately cancelled my account. When the new product arrived, there was no invoice, no return information, no account number, and no way to send the product back. I called Perricone again and asked for help and they told me to just write my name and account number (which I was not given) on a slip of paper and mail the product back. I had to called another number to get my account number, and when the representative said they would send me return instructions, all they sent me was a confirmation that I placed the order. In addition, I was given a hard sell, told to buy more product I didn’t want, and told it could take as long as a month for me to get my money back. This company is a complete scam. I am still waiting for my promised “money back guarantee.” I am still out $241 for product I do not want and am being given the runaround about returning.

  Business response

  11/01/2023

  Our distributor ***** ****** has reseonded as per the below:

  Customer has been contacted and advised of refund issued and future orders cancelled. 

  Customer response

  11/02/2023

  
  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

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was notified by ****** that a charge of $314.82 was assessed to my ******** credit card on Sunday 10/22/23 at 3:13am. I did not authorize this purchase or sign up for any subscriptions to this company. On September 22nd of this year I purchased a sample package of their products to try out with the understanding I have 60 days to return it with no questions asked. I however never agreed or signed up to any subscription. I called the company immediately upon discovering the false charges this morning on 10/23/23 at 10:30am. The first rep I spoke stated they could not help me cancel this order even though it was still pending and not yet shipped out. They stated I can simply return the product I did not ask for upon receipt in 5-7 days. I stated this is not good enough I want it completely cancelled as it had not even left the warehouse and was still pending. They instead stated they would be transferring me to someone who could help me and disconnected the call. I called back and spoke with a Shelly. I told them the same thing. I want a full refund and accountability for the false charges to my credit card. I wanted the order that was made unlawfully to my credit card cancelled and a full refund of the purchase. Shelly informed me she emailed me a shipping label to cover the cost of the items that would be showing up on my doorstep in 5-7 days. I asked for a manager and got Zach, he told me he could do nothing because their system is automated. He told me the call was documented and once I returned the unauthorized purchase to them he would refund me my money. I never created an account with this company nor would I ever authorize a 300 dollar monthly subscription to this company's product. They basically used my credit card information without my consent. This is illegal and is THEFT. tldr; I asked for the shipment to be cancelled and my card refunded. I was told by zach the supervisor that he had no power to do so despite the illegal order being hours old.

  Business response

  10/31/2023

  ***** ** ** **** ** *** ******* **** *** *********** ***** ******* *** ***** ******* ** ******** *** *** ****** ** ***** ***** ********** ********  ********** **** *** ********
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  Our records reflect that you enrolled online for automatic shipments of Perricone **** ****** ****** Face & Neck Deluxe System September 22, 2023.? 
  We make every effort to be forthcoming regarding our promotions and offers for Perricone **** ****** ****** via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. Customers that enroll in the member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the continuity program are provided in the shopping cart prior to any personal information being entered.? Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase. Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order. 
  More specifically the offer your purchased stated: “One month after your first order is shipped, and then every three months thereafter, you will be sent a new full-size supply of Sub-D® Face & Neck Deluxe System with **** ****** *****+. Each shipment will be charged $299.85 plus $14.97 for shipping and handling charges to the payment method you provide today, unless you cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax.” We regret if you found the offer unclear in any way.?? 
  On September 22, 2023, your initial order (a 30-day introductory supply) was sent for a total of $79.95 and charged in full to the ****** account provided.
  On October 22, 2023, per the terms of the offer, your 2nd shipment (a full- size 90-day supply) began processing for delivery at a total of $314.82 (including $14.97 s&h).  We received a payment authorization from ****** at this time for the full $328.12.
  On October 23rd your subscription was cancelled per your phone request.  Information was provided regarding your 2nd shipment.  Your request for a pre-paid return label and supervisor callback was submitted.  
  On October 24th, you spoke with a supervisor who explained the membership; advised that at the time of your cancellation request we were unable to stop the shipment in process; provided return instructions and advised that a pre-paid return label would be emailed to you.
  As a gesture of goodwill, a refund of $328.12 has been issued prior to the receipt of your return. Please allow 3 – 5 business days for the funds to post to your ****** account.
  Your Perricone **** ****** ****** account remains closed with nothing further to be shipped or billed.?? 
  
  
  

  Customer response

  11/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not subscribe to any products and the phone conversation I had with representatives on the phone could not provide proof of this either. I responded to a one time purchase of a sample product in Sept. of 2023. I received no notice that I entered into a subscription services from Perricone nor did I receive any correspondence from Perricone that I would be billed for this monthly subscription. Had I been properly informed I would have immediately cancelled such a thing because I have never used Perricone products before. In my phone conversation with Perricone I also stated I would be out of the country and unable to receive any shipments they mailed due to this. I should not be held responsible for items I did not authorize to be charged to my credit card. I should not be held liable for Perricone item lost because of how this company chooses to mishandle credit card transactions. Any further attempts to charge my card will result in a police report being filed for theft.
  
  Sincerely,
  
  ***** *******

  Business response

  11/06/2023

  As previously mentiones to the clietn.

  As a gesture of goodwill, a refund of $328.12 has been issued prior to the receipt of your return. Please allow 3 – 5 business days for the funds to post to your ****** account.
  Your Perricone **** ****** ****** account remains closed with nothing further to be shipped or billed. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been contacting this website since, 10/9/2023, started to realize probable never see order or, get refund as their, ‘Customer Service’, leads to nothing!

  Business response

  10/19/2023

  Order shows via the carrier that this was refused.

  Order has been refunded.

  Have communicated several times w/ client on this.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for Perricone MD products on **** ******* *******’s - deals and steals. Two days later I received a confirmation email from Perricone MD stating that the order has been placed and that it would ship in three days. Five days later I tried to contact them unsuccessfully because no one answered the customer service line, it would just ring and ring. There was a live chat that was not in service and the only thing you could do was email them but you had to create an account with them in order to email them for customer service. Once I created the account, I tried to look up my purchase with the order number and it said that there was no record of the order and yet they deducted $110.47 off of my credit card. They eventually sent me an email saying that the order has shipped with the tracking number, but there was no information whatsoever with the *** tracking number that was provided. I called my credit card company on the 11th day of not receiving the product or communication from them, and they said that they would further investigate it. This company is absolutely a scam!. Someone should do something about their business practices. There’s no way to have customer service issues resolved successfully because everything is done in the shade behind emails. I want a refund for my purchase, and I would never ever do business with them again or purchase any products from them on ***. I have also tried contacting *** about the issue, but they kept referring me back to Perricone MD. I am without my purchased products to this day. I want a refund especially since the products were never sent.

  Customer response

  10/11/2023

  Good day.  I received my purchased items today and would like to drop my complaint for a refund #********, however, I would still like BBB to register my complaint so that others will be away of Perricone MD’s business practices.

  Please let me know if you have any questions.  
  

  Thank you!

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with Perricone MD, now owned by *** *** *******, on August 30th, 2023. The order was received on September 3rd, 2023. I first contacted the company with this information on September 5th, 2023. “ Everything in my order was beyond rotten. I have included the pictures of the contents of all of the jars containing foul-smelling green glop instead of the pretty blue cream. I’ve included my current jar of the correct cream in this image for reference. The acne products may or may not be fine, but I don’t know for sure as it is my first order. I have to assume they’re also spoiled. The Vit C cream, the tubes - all truly should have never shipped.. I have more pictures. Let me know how to send them to you. I expect you’ll send someone to collect this rubbish and refund my money. If I ever was to order from you again, I would need to be guaranteed fresh product. Please advise on how we will proceed.” I was contacted by customer service on September 7th requesting that I send a separate image of each item individually, filling out a separate form for each item, which I did and had done previously. On September 8th, I received the following: “The only image that came through was the Photo Brightening Moisturizer. Can you possibly group all your products together in one image? Our system only allows for 1 image per message. This will be most helpful to allow our Quality team to see what you received. Apologies for this inconvenience.” It took me around an hour to get all of the forms filled out, each including the individual image requested. With taking all of the original image, sending each image twice while filling out each long form (at least 14 times in total,) I had spent nearly two hours on what should have been as simple as sending

  Business response

  10/23/2023

  Client was refunded in FULL.

  Transactions for Order *********
  Transaction Type Transaction Date Provider Status Currency Amount Client Reference Provider Reference Result Code
  CHARGE 31-08-2023 12:43 ***** ******* *** ****** ************** **************************************** *******
  REFUND 18-10-2023 14:23 ***** ******* *** ****** ************** **************************************** *******

  Customer response

  10/23/2023

  
  Better Business Bureau:
  
  I have now received the refund to my original form of payment. I will dispose of the product as Perricone doesn’t seem to want it back.
  
  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

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Made a 1 time, 1 single product purchase from Perricone MD from ad on ******** on August 16 2023, At no time was I informed of forced subscription, was never visible or revealed and did not agree to anything of the sort. Sept 15 was billed $272.66 without permission and sent prodicts I did not want and did not order. Deceptive, illegal business practices and a complete scam company! Did not create an account with them and have no idea how to resolve.

  Business response

  10/04/2023

  See below as per ***** ****** - a distributor of ours ion which this was purchased.

  *** *** ********* *** ******* ***** ****** ** ***** ***** ********* ******* **********
  
  Dear Ms. *********,
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  

  Our records reflect that you enrolled online for automatic shipments of Perricone Cold Plasma Sub-D® Face & Neck Deluxe System August 12, 2023.? 
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D® via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. Customers that enroll in the member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the continuity program are provided in the shopping cart prior to any personal information being entered.? Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase. Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.?? 
  

  On August 16, 2023, your initial order (a 30-day introductory supply at a special discounted offer of an additional 25% off the normal $79.95 member price) was sent for a total of $64.15 (including $4.20 FL Sales Tax) and charged in full to the PayPal account provided. 
  

  On September 15, 2023, per the terms of the offer, your 2nd shipment (a full- size 90-day supply) was sent for a total of $272.66 (including $14.97 s&h and $17.84 FL Sales Tax) and charged in full to the PayPal account on file at the time of shipping. 
  

  On September 20, 2023, per your phone request, your account was cancelled.  As a courtesy a refund of $272.66 was issued prior to the receipt of any returns as an exception to our 60-Day Money Back Guarantee. 
  

  Your Perricone Cold Plasma Sub-D® account remains closed with nothing further to be shipped or billed.?? 
  

*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. ↩