ComplaintsforNV Perricone LLC

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The Perricone Sub-D website (********* is set up as, if not a scam, what we call in web design a "dark pattern." Meaning they rope you in on a great offer, and make the terms and conditions much lighter in color, smaller in size, and give you no clear opt-in button or warning to make it clear that after receiving your enticing reduced-price trial set, you'll be opted in automatically to a (very expensive) purchase the next month — which is first billed, then shipped to you. No further consent is solicited, and you are not given a chance to cancel the subscription prior to the money disappearing. This happened right at tax time, which was, well, infuriating. I'm extremely cautious with subscription services and NEVER opt into them — not unless I see it and put an event into my calendar. When I went back to the site, I saw that there is no messaging about a subscription at the first promotional kit offer. Nor is there at the second. The only place any messaging appears is after you've added the item to your cart, there is a light-grey-on-grey message in TINY typeface about the subscription. There's no further mention of what you're agreeing to. Unlike ethical subscription services, there is no email reminder prior to the billing or the shipment, nor an email advising you when you must opt to skip the shipment. I've just spoken with customer service, and unfortunately this unexpected shipment is arriving when I'm out of town, virtually ensuring it will be stolen off my front porch long before I return home (meaning returning the item won't be an option).

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2022, I placed two orders on the Perricone MD website: 11/7/2022: ********* - 6****** 3 Supplements - 90 Day - $264 11/8/2022: 444607162 - 4****** 3 Supplements - 90 Day - $176.00 They were delivered on November 10th and 11th, respectively. However, the products will expire on March 3, 2023 after four months of use. Each bottle is supposed to last three months, according to the product instructions. We won't be able to finish all ten bottles in 4 to 5 months. And this product usually has a two-year life. The seller should not sell the closing to expire product without notice. I can't get the products back because they were sent as a gift to my family members. I am very disappointed in Perricone MD, and as a customer for many years, I don't think I will return.

  Business response

  02/08/2023

  In researching this situation - our compliance team has noted that this is a "bulk-buyer purchasing from a personal account".

  These were not shipped off-shore as we do not send supplements to ***** / off-shore - we sent to a US address and will happily cover the cost of the return and then apply a full / complete refund.

  Our site is for end-users only - Business to consumer.

   

   

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and paid through ****** for makeup in the amount of $84.75 on September 24, 2022. The delivery came. (Order #***********) After that, I have never placed a subsequent order or concluded any type of subscription. Next thing I know I received another, second package together with an invoice of over $331,50. I sent the package back right away and called Perricone, to no avail because no one ever picks up the telephone under the number they list. I took the package to the post office and explained that this must be a mistake and that I received this package without ever placing an order. So, obviously, this second package came by mistake, and **** took the package and returned it to the sender. The same week I received a notification that Perricone is trying to charge me on ******. Upon investigation, I discovered that Perricone -unbeknownst to me- has managed to list themselves in my ****** account under "recurring payments". I canceled that on ****** immediately and again tried to call Perricone. No one ever answers the phone. Every month now I receive payment reminders for over $331.50. I demand that Perricone stops demanding payment for something I have never ordered, and returned immediately after receiving it. Perricone lists an order number and a Date of Purchase that never occurred because I have never placed such an order! Account #: *******, Order #: *******, Date of Purchase: October 28, 2022, Amount of Charge: $331.50 This seems to be an elaborate scam. Perricone does not avail itself by telephone as advertised, which seems to be a design to sell and charge for unwanted products customers never ordered.

  Business response

  01/05/2023

  This below is from our affiliate - ************ who facilitates this subscription service.

   

  Customer placed her online order on September 24, 2022. When the order is placed the customer must check the box verifying that they understand the terms of the order and future orders will ship using the same payment method unless they call to cancel.
  
  
  We have had no contact from this customer except for the information you sent over, as I am the only one who has been in her account as of today's date 1/4/22. 

  Her account was canceled at this time.
  
  Her first full size shipment went out on October 28, 2022, and shows delivered November 2, 2022.  
  Due to the invalid charge customer started to receive invoices November 26, 2022.

  Customer response

  01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  1. I keep  getting "Payment Reminders" every month in the amount of $331,50 for something I have never ordered. The unsolicited delivery was returned to sender by ****. 

   

  2. I never agreed to a subscription of any type. 

   

  3. I never registered a login or prescribed to anything on any website connected to this seller. 

   

  No mention in the seller's answer that the seller received back the unsolicited goods by ****, and no mention that this charge is fraudulent to begin with.

   

  The seller implies it has access to an account in my name. Again a lie! I have no such account with the seller. I checked and I have received an answer from seller's account that a password cannot be changed/renewed because no such account under my email-address exists!! That is the email address the seller refers. 

   

  This is an absolute fraud scheme!

  
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered three bottles of fish oil. On the website, there is no mention that the product is about to expire. The received fish oil will expire in March 2023. Contacted customer service and they only say this has been forwarded, but never an answer. I need to have the fish oil replaced at the vendor's cost or refund of the products.

  Business response

  12/13/2022

  This has been forwarded along to a Team leader - response is as follows:

   

  13-12-2022 13:51 Action Requested: REFUND Note: photos provided - BBB complaint. Escalated cx - TL request no auth needed. Product: ******** | Quantity: 3 | Reason: QUALITY ISSUE (H) - Out of date - Not Returned

   

  Client will receive full refund within 3-5 business days.

  Customer response

  12/14/2022

  
  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

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a facial cream from Perricone. I cancelled after two shipments. I paid through ****** and have bank statements showing the payments were made. I have been receiving past due notices from Perricone saying I had not paid the money due. One payment was made on 8/2/22 in the amount of $64.24 and the other payment was made on 9/6/22 in the amount of $69.09. I just received another past due statement in the amount of $136.45. Doesn't compute. Wondering if this is a scam by Perricone. I want them to correct their records and I want them to advise me as such. After that, I don't want to hear from them ever again.

  Business response

  11/15/2022

  These orders/subscriptions are made and processed through our affiliate partner, ************
  They have come back to us with the below response.
  
  
  Corporate Escalation Team states this...
  Customer has been contacted.  Customer stated the billing was not explained to her as I gave it and she thought the second kit had been paid. 
  Customer cancelled through ****** instead of through us. Explained to customer that only the billing was cancelled that she had to contact us to stop the shipments. 
  Attempted to get the customer to pay half of the balance due to resolve the issue which she declined.  Cleared remaining balance and advise customer to keep the package due to BBB threat.ell us why here...

  Customer response

  11/16/2022

  
  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

  10/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased products last night with a different mode of payment (afterpay) than my debit. This amount came to $211.78. I have used my debit before, so the company has this info. This morning I wake to find three charges to my debit (in addition to the charge to afterpay which I authorized). There are charges: one for 111.30, one for 59.63 and a final one for 117.98. I'm not sure why this company thinks it is okay to take 288.91 out of my checking account without my authorization, but this is extremely unethical and strange behavior.

  Business response

  10/04/2022

  Client ordered these / 3 separate shipments and these were the funds collected -

  Order placed 8/31 - $177.61

  $59.63 for one item on the order funded on 8/31 - 2 items ordered 1 placed on subscription which then dispatches separately / charged separatelly - this delivered 9/6

  $117.98 was on the same order (8/31) though was placed on MONTHLY subscription - this was asso captured on 8/31 - delivered 9/6

  $59.63 + $117.98 = the order total of $177.61

  Both showing as received.

   

  1st subsequent order on subscription (monthly interval as client signed on) collected and shipped on 9/30 for $111.30.

  This parcel is on its way..

  *** Tracking Number: #****************
  
  06 October 2022 / Estimated Delivery
  From ******* ** *****,
  To ********** ** *****,
  

  This client will receive ongoiing MONTHLY shipments on this item as signed on & this will continue until the client cancels or contacts us to assist with cancellation.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I ordered 1 sample kit for $69. I however did NOT want a subscription or another kit, just 1 $69 sample kite that’s it. I was charged $75 and a few weeks later received another kit, what? Once I realized what they were doing I immediately canceled the subscription I didn’t authorize and a few days later get a letter in the mail by Perricone wanting me to pay an additional $308.00 more dollars! This is absurd! I honestly can’t believe these people are allowed to squeeze money out of people like this.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They are a scam and ripoff. I canceled, written emails, letters & tried to get an actual person to help me, yet still getting bills. I am filing a formal complaint

  Business response

  09/06/2022

  This was a subscription order placed with our affilliate - ***** ******.

  Their comments / follow-up are below.

   

  ***** ****** escallations team states:

  This has been resolved.  Balance was cleared for the customer.  She didn't fully understand the offer.

  Customer response

  09/06/2022

  
  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,
  
  ***** ******

   

  thank you for following up on this.  I was grateful that they resolved this in a respectful manner.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 13, 2022, I experienced a terrible reaction to a Perricone MD skincare product: Perricone MD Vitamin C Ester Amine Brightening Facelift Serum, used one time, purchased from QVC. After the burning/redness eventually subsided, I’ve been left with visible white marks on my face, which are still present. On the day of the burn, I immediately reached out to Perricone over the phone, as well as through their messaging forum on their store website & via email—and for weeks now. It has been incredibly stressful as I get a different online rep every time, and I have to keep retelling the situation. I’ve sent photos of my skin damage, along with receipts from the scar creams, purchased on the day of the burn, bought to mitigate against permanent damage to my skin, along with the receipt of my copayment from my dermatologist appointment, seen to diagnose the damage. I have another appointment at my dermatologist on 8-18-22, to discuss how we will treat the white marks caused by the product. It’s been a total nightmare getting anywhere with Perricone. QVC has refunded me the for the product in question, but I’ve already spent well over the refund amount treating the damage, and am looking at more expenses down the road. QVC instructed me to reach out to Perricone and get in touch with their legal/insurance division to discuss Perricone paying for my expenses. Perricone sent me a survey to fill out, which I did. On 6-26-2022, Syrine, from The Quality Compliance Team instructed me that they received all of the information that they need from me; that my case would be under investigation, and that the investigation could take “up to 21 days.” It is now 28 days later, and I have heard nothing back from Perricone, despite my constant efforts at getting Perricone to reach out to me. I need help, and I don’t know who else to reach out to. I’ve kept a journal of all the calls I’ve made; all the emails I’ve sent, and the expenses I’ve incurred. Can you help me? Thank you.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a product and never received it. Contacted customer service several times and was told a replacement would be sent. Still haven’t received. Asked to cancel my order and get a refund and told that I could not do that. I want my money back.

  Business response

  07/22/2022

  We are showing on our side that this replacement order has been received - fulfilled - dispatched and is en route.

  Tracking shows as below:

  Your shipment
  9************************9
  
  Estimated delivery
  Monday, July 25 by 7:00 P.M.
  Tracking Status
  On the Way
  Ship To
  ********* ** ***** **

  Link to tracking is as follows:

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

  Emailing client with this information also.

*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. ↩