ComplaintsforRenue By Science

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  May 30 2023 Ordered 100 grams of NMN and after using the product became aware that I did not receive the full amount. I received only 60 grams. The tub label states that the dose is 500mg and the tub contains 200 doses. After 120 doses it was empty. I used a scoop labeled 500 mg and made level. I contacted customer support and they claimed that because they did not supply the scoop they would not accept any responsibility. They do not provide a scoop with the product. Order #*******] (05/30/2023)Thank you

• Initial Complaint

  07/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  June 28, 2023 I just spent a good deal of time creating an order with a sales person - ***** ** at Renue By Science. As I was about to place my order he said that my name was flagged - that he couldn't process my order. I wrote in their chat option to ask WHY this happened. My first and ONLY order with this company was in March of this year. Knowing that my name is out there with some sort of 'flagging" is concerning. Also, strangely enough - ***** ** had offered me use of a coupon code if I wanted either to order myself on line or have him take my order - I chose to have him take my order. When things fell apart and I realized I needed to have my daughter order this for me - I asked at least for the coupon code . I was then told that he could no longer offer it to me. Below is our exchange on the Chat What is going on? Please find out why my name is flagged. (********) ***** ** As I mentioned, we're unable to process an order for you. (********* ***** ******* GOT it! I need to know why? Some information ABOUT ME is out there attached to with erroneous information. Would you feel comfortable finding this out about you? (********* ***** ******* There must be a way to track this. (********) ***** ******* This could affect my credit somewhere. ********** ***** ** We're not affecting your credit. You've ordered before using a different name or alias and we have flagged it. I HAD NEVER DEALT WITH THIS COMPANY BEFORE - ALIAS???? DIFFERENT NAME??? WHAT??? (06:54:59) ***** ******* Are you telling me you can't track purchases from your customers? There is no data to do this? (06:55:33) ***** ******* But that's impossible Grant! (06:59:03) ***** ** I cannot remove the flag on the account, I'm sorry. I'm registering this complaint because I'm concerned that erroneous info about me and my credit is out there. The representative refused me any further information about when, where or how this determination came to be or what to do about it.

  Business response

  08/08/2023

  Thank you for reaching out regarding this important matter.

   

  Our customers mean the world to us.

   

  We believe her issue was that our system flagged her account as potential fraud and locked her out from making an order.

   

  She was confused by this and thought we were attempting to defraud her.  We removed the hold on her account immediately.

   

  She had a different bill to/ship to address that triggered the suspicion of fraud and hold on the account.  As far as I know now it should be settled and she should rescind the complaint.

   

  *** ******** our customer experience manager, reached out to her today via email and I sent her a complimentary product, which she will receive this week as a token of our appreciation for her being a customer of ours.  I am happy to follow up with the tracking number.

   

  Feel free to contact me directly if you have any questions or requests.  My cell is ************. 

   

  We really want this to be rectified and for her to feel satisfied.

   

   

  ***** *****

   

  * * * * * *   * * * * * * * *

  Chief Operating Officer

  Business response

  08/08/2023

  Thank you for reaching out regarding this important matter.

   

  Our customers mean the world to us.

   

  We believe her issue was that our system flagged her account as potential fraud and locked her out from making an order.

   

  She was confused by this and thought we were attempting to defraud her.  We removed the hold on her account immediately.

   

  She had a different bill to/ship to address that triggered the suspicion of fraud and hold on the account.  As far as I know now it should be settled and she should rescind the complaint.

   

  *** ******** our customer experience manager, reached out to her today via email and I sent her a complimentary product, which she will receive this week as a token of our appreciation for her being a customer of ours.  I am happy to follow up with the tracking number.

   

  Feel free to contact me directly if you have any questions or requests.  My cell is ************. 

   

  We really want this to be rectified and for her to feel satisfied.

   

   

  ***** *****

   

  * * * * * *   * * * * * * * *

  Chief Operating Officer

  Customer response

  08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** ******

   

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About two months ago, I purchased a bottle of NMN supplements and two cans of RENUE TOPICAL LOTION WITH LIPOSOMAL NAD+ COMPLEX (150ML) at $74.95 each. I later purchased some face serum from them. When I used the face serum, within a day my face got red and swelled up, my cheeks were weeping fluid and I was feeling miserable. I emailed them of my reaction from the serum and they refunded my purchase immediately with instructions to contact them if I had any more problems. After almost two months of my face constantly peeling, my face finally went back to normal. My doctor said that the reaction from their product gave me eczema, a condition that I had never had before using their product. Well, thinking everything was alright, I put some of the Renue lotion on my face one night. By the next morning my face was red again, and by the next day my face was weeping and swollen again. Now my face is peeling. I informed the company of this several days ago with no response. I asked for a refund and even offered to send them back the lotion if they sent me a postage paid silver envelope, like what they sent it in to me. I need two things from you: A refund and for the company to stop selling a dangerous product to the unsuspecting public, or at least have a warning on their lotions and potions as to possible bad reactions that could result from their use. The product they are selling is too new with too many untested ingredients. It caused me actual harm and I cannot believe that I am the only person who has been harmed. You have been informed and I expect you to act. This is not the end. This is the beginning. You can tell the company that if they do not act, other government agencies or possibly attorneys shall get involved!

  Business response

  06/28/2022

  Hi ****,

   

  Thank you for reaching out regarding this matter.

   

  *** ****** **** received a full refund for Renue Face Serum™ on April 18, 2022 and also received a full refund for Renue™ Topical Lotion™ on June 23, 2022.  Both of his orders have been refunded in full.

   

  Our products are pharmaceutical-grade and undergo the most rigorous testing in the industry before being offered on the open market.

   

  We have never received a complaint before.

   

  The first and foremost priority of our brand, RENUE BY SCIENCE, is the health and well-being of our customers, therefore, we issued the refund for *** **** with no questions asked.  Our product ingredients are third party tested and contain no harmful ingredients.

   

  I left a voicemail for *** **** on June 23rd and provided my contact information.  I expressed my concern and offered any support I could provide.

   

  You can also reach me anytime at ************ if you have any questions.

   

  Thank you.

   

  Have a lovely weekend.

   

  --

   

  ***** *****

• Initial Complaint

  02/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased the PURE NMN™ 16 grams (for just under $40) and received the package, however the directions indicate to take 1 level scoop 2x's per day and there was no scoop included. I contacted the company and received a response telling me that it should have been included in the package. I replied letting them know that it was not and therefore, I required a scoop to be sent. The company refused to send me a scoop, provided me the size and a link to Amazon to purchase one myself. The problem is that I already paid for Alive to send the scoop WITH the product, why would I go buy another one. And even better, while they informed me the serving size was .5ml, the link they sent me was for a .625ml scoop. So rather fulfilling the order I had already paid for, the company asked me to spend more of my own money to purchase the wrong size scoop from Amazon. I either want a full refund OR the scoop I already paid for mailed to me. The company's mistake is not mine to pay for.

  Business response

  02/14/2022

  Feb 14, 2022, 9:09 PST Hello *****, Thank you for reaching out and sorry we missed you before. We did re-send the customer scoops on 2/3 via USPS and per the tracking they delivered 2/5. If we can be of further assistance, please let us know. ***** ****, Customer Experience Specialist ************ office

  
  

*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. ↩