ComplaintsforNV Perricone LLC

• 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.?? 
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company billed me for a subscription I did not sign up for, I did not receive any notice they planned to bill me and is obviously practicing unethical practices at best. I would consider this model to be fraudulent. The only place you find information on their subscription is a page completely seperate from the order page wirh very small print at the bottom. The screen shot attached shows how hard it is to find the subscription text.. There is no way to cancel the subscription and they do not notify you when they are going to bill. I want a full refund and I want this cancelled today. This company clearly has a pattern if this fradulent behavior and it needs to stop or they will soon have a class action lawsuit to deal wirh.

  Business response

  09/08/2023

  This is a ***** ****** order - they have provided the beolw:

  Account shows that customer has been a member since January 2023.  She did contact us in March of 2023 to cancel due to not being able to afford. 
  

  Notes state: Cci to cancel // Cannot afford // Offered customization for the future shipments // cx agreed // saved // She wants to return last kit for she cannot afford // Return save accepted by waiving the last installments // cx agreed //  provided remaining balance // recap // eoc
  
  Customer also contacted us on April 13, 2023 to update her credit card information.
  
  Notes State:   cci just want to change card and update the overdue balance .// applied // educ & recap /eoc
  
  Customer has received a total of 3 continuity orders.  The last one shipped August 24, 2023. 
  
  Cleared the balance due and cancelled future shipments.

  
  

  Customer response

  09/08/2023

  
  Complaint: ********
  
  I am rejecting this response because their information is not true. My first and only order was on August 2 and I received another order last week that I did not order. 

  I want a full refund for the order I did not place.
  
  Sincerely,
  

  
  ***** *******

  Customer response

  09/10/2023

  Attached is the record of my one and only purchase from this company. I have zero purchases prior as they incorrectly stayed. I believe they have my account merged with another and I was billed for someone else's order on Aug 24th. I did not authorize or agree to this order. The screen shot shows the only authorized purchase I made with them and it is not one they indicated in their response. They still owe me a full refund for the amount charged on August 24th.

  Customer response

  09/10/2023

  Attached is the record of my one and only purchase from this company. I have zero purchases prior as they incorrectly stayed. I believe they have my account merged with another and I was billed for someone else's order on Aug 24th. I did not authorize or agree to this order. The screen shot shows the only authorized purchase I made with them and it is not one they indicated in their response. They still owe me a full refund for the amount charged on August 24th.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I decided to try a promotional box from this company this summer, through an ********* ad. I was under the impression that this was a one time purchase. A second box showed up, surprising me. I really didn't see any noticeable results from their beauty products and didliked the odor, so went online to make certain no more shipments would arrive. You cannot log into their site! My email was unknown according to their website, so I called customer service. I was told this is a known issue with their site, and there was no estimate when it might be resolved. The customer service rep launched into a sales pitch tirade trying to keep me as a customer, skipping my next box, and offering me a discount for the 3rd shipment. I accepted this after being on the phone for far too long. This box will ship in December, but as the website still wont work for account log ins, I dont trust the company. I felt railroaded, and plan to call back to demand cancelation and ask my bank to stop payment to this company. They prevent you from making your own account changes, and tried to manipulate me into continuing my purchases. If they collect my email but won't let me log in, I don't trust them. I can try to provide more dates and specifics through my bank records.

  Customer response

  09/01/2023

  Today I called Perricone MD to request cancelation of my account for the 2nd time. They looked up my name, zip code and email. Couldn't find me. Yet they can bill me. They have me two numbers to call : ###-###-#### and ###-###-####. The second number, ironically,  is the number I was on the line with.

   

  Their online chat support is down.

  Customer response

  09/01/2023

  Today I kept trying numbers. I called ###-###-####. Instead of the Sub-D line (the product I ordered), I got thru to General Cust Service. Again, had no record of me. I explained that I ordered a trial kit, and them started receiving a subscription service, which was unexpected!

  The rep said she knew what happened. ********* ads orders are serviced thru a company called "***** ******". I was transferred to ###-###-####.

   

  The first rep for ****** ****** answered as Perricone MD and simply couldn't find my account again. She then said I needed yet another more specific customer service desk and transferred me again. I had to assert my cancelation demand 4 times, and finally had to raise my voice. Thevrep was relentless about trying not to cancel tjis shady account. She finally assured me that my July 23 shipment was my last, that my December shipment was canceled.  And that my account has a zero balance.

  Quite the runaround, but I *THINK* I have reached my cancelation goal. 

  Business response

  09/08/2023

  This was an order placed with ***** ****** / they have replied with the below:

  Customer's account was cancelled on September 1, 2023.  Last shipment went out on July 23, 2023.  Nothing further has shipped or billed.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a sample of this product on 7/29. I was apparently automatically signed up for a subscription (as many complaints have stated). I was charged $276.16 a month later without being notified I was even placed into a subscription. The only verbiage relating to this is in very tiny font at the bottom of my order confirmation email (which no one would normally read or even really see, and never did I give my "okay" to being a part of their subscription services). I called immediately to request cancellation, as the charge was still pending on my account, and they told me the order already shipped the day prior. Which is bull **** as I never received tracking info. They now expect me to receive the product and return it at my expense. I would like a shipping label to be emailed to me for return and would like to be refunded the full amount (including shipping). I never agreed to this subscription. It is very wrong for a company to just automatically add you to their subscription services without giving you the option to say no and without giving very clear indication that this is what was occurring (PRIOR TO MY ORIGINAL ORDER). I never agreed to the subscription services. The fact this company is still in business, after reading all of these complaints on BBB is insane to me.

  Business response

  09/08/2023

  This is a distributor of ours ***** ******.

   

  They have provided the below:

  Account cancelled August 29, 2023. 
  
  As of today, 9/8/23 we have sent a return label and issued the refund.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/16/23 I tried my order from perricone MD: HIGH POTENCY CLASSICS FACE FINISHING & FIRMING TINTED MOISTURIZER BROAD SPECTRUM SPF 30 and HIGH POTENCY CLASSICS HYALURONIC INTENSIVE MOISTURIZER. These products gave me (my facial skin) bad rush, redness and my skin ended up peeling. Its been several days and my skin still itches, red and rejects anything I put to calm it. It is very dry and irritated. This never happened before. My skin is damaged and I can’t even use anything as it hurts. It is dangerously hot in Texas and I can’t use UV protection on my face at the moment as it will hurt and get red. I assume I have a chemical burn. Besides, the product has misleading information: the first one is “TINTED” which means color, so this product is not for ALL skin as they state on the website ( ************************************************************************************************************************************* My skin is light and it is far too dark for me. Second product had horrible, I mean terrible smell of alcohol, which is unsuitable and again it is not mentioned on their website. I have submitted a complaint to their customer support and so far they made sure the expiration dates are okay (which is true) and said that they usually do not make returns. Very disappointing! I attached supportive pictures(collage) so you can see all the skin issues I have mentioned above, as well as the dark color of tinted moisturizer that does not suit me, and they mentioned on their website that is is for all types of skin. I’m not satisfied with that, not even mentioning damaged skin, which absolutely first priority and the least they can do is to refund my order (those 2 products). Order # is *********

  Business response

  09/07/2023

  Having researched this situation - we were awaiting the batch #s & expiration dates be added to the ****** ********** ticket.

  I have added this information & flagged this for swift attention - will stick with this until final resolve.

  Customer response

  09/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: The situation is being investigated. The is no decision yet regarding my situation. The Perricone has sent me an adverse event questionnaire so I filled it in and sent them today, September 9th
  
  Sincerely,
  
  ********** ****

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered face cream as a one time purchase, they are now charging me $336 as a recurring charge for a subscription that I never subscribed to. After research buried in their terms and conditions it states that they can ship products monthly, quarterly etc. I am not able to speak to anyone at the company and there is no way to cancel on their website. This is deceptive and illegal.

  Business response

  09/08/2023

   

  Account issues were resolved on August 22, 2023.  Spoke with this customer and cancelled future shipments, 

  Issued full refund for the shipment and sent return label to return the package.
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered what i assumed was a one time order but from what i learned somewhere in their tiny terms and conditions print i was tricked into a subscription.They charged my **** for over $276.00 before they even mailed the subscription.i called and cancelled the order but they said it was to late to cancel the $276.00.This is a very shady move and someone needs to blow the whistle on them.I see by past complaints this has been going on for many years…

  Business response

  08/03/2023

  Our distributor for this subscription program (***** ******) has provided the following:

  Tried calling the customer and was unable to reach her. 

  The agent spoke with the customer on July 29, 2023 and cancelled the account. 

  I did follow up with an email verifying the account cancellation and zero balance due.

  Customer response

  08/03/2023

  They still charged my **** $276.00 for products I didn’t want and haven’t received.They really trick you into a subscription.It’s in the very small fine print.

  not a reputable company

  I am going to fight the charges with ****

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered the Perricone MD products, appeared to a be one time order. Called the merchant and requested the subscription to be canceled. They explained they would cancel; however, the next shipment was on its way. When I asked for shipping information (tracking number) they indicated they could not provide as the product was awaiting pick up and still at their facility. I requested the shipment be canceled given they still had the product. They declined, stating once it processed for shipping they could not cancel. Upon further research, the charges are on my credit card as pending. I believe that the order should have been canceled since it had not been picked up. They were unable to do so.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 4/13/2023 I purchased products from the business website Perricone MD. Once package arrived on 4/26/2023 I immediately made sure that all products were in good order, but noticed one product was melted, smelled off, and when applied to my skin did not perform the same as the exact product had in past. This was the High Potency Classics Face Finishing & Firming Tinted Moisturizer Broad Spectrum SPF 30. On 4/30/2023 I reached out to the company to address this issue and was told that there was nothing they could do about it since I opened the product. I made it very clear that the product was defective and that I did not feel comfortable using it at all. I requested they help me set up a return or at least refund me so I could discard the defective product. They eventually "escalated" the matter to a quality control team on 5/2/2023 and I was told to give them 2-3 working days for a resolution. I waited until today 5/9/2023 still with no resolution and was advised that all they were doing was "working on this." I am confident that the company is just pushing this off so they do not have to correct their mistake.

*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. ↩