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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
02/22/24 $70.98 Order #******** I wanted to reorder 3 lipsticks in the same color I'd previously purchased.Since my lipstick had a #4 sticker on it, I reordered the #4 lipsticks. My lipstick could only be identified as #4, it did not contain the color name on the sticker.However, Farmasi renumbered their lipsticks, so the #4 I received was a different shade. I had difficult contacting them at all. Emails to them bounce (see attachment). Their website does not offer an option to contact them via email, or via a website chat, or through a contact box on their website. The only way to reach them intitially is to call them during their east coast business hours.When I did reach them by phone, their representative refused to exchange the product and told me I had to return them for a refund. I only intended to return the 3 lipsticks. However, reading their email now, it appears I have to return ALL of the items I purchased in order to receive an actual refund. A partial return will result only in a store credit. I no longer want to do business with Farmasi due to their inadequate customer service. I do not want to reorder from them. I want a refund. I have not received clear instructions on how to return only the erroneously ordered items to receive a refund to my credit card.Business response
03/18/2024
Hello,
We have sent a digital letter to the consumers email address on file with FARMASI. Note that we will not share any details of our resolution with the BBBhowever, the consumer may do so at their discretion.
Our Privacy Policy can be found at ***********************************************************************************.
Please let us know if you have any other questions or concerns.
Thank you,
FARMASICustomer response
03/19/2024
Complaint: 21444769
I am rejecting this response because I have requested an exchange.I received the wrong product due to poor product labeling (my original item had a color number, but did not list a name) so when I reordered, I inadvertently ordered the wrong color because they changed the numbers.
I paid for shipping when I purchased these items. Farmasi wants me to pay to ship them back, with tracking, then will charge me shipping again if I still want to receive the color I originally intended to buy.
I have asked twice for an exchange so that I do not have to pay shipping three times.
I want an exchange.
Sincerely,
*************************Business response
03/21/2024
Hello,
We have sent a digital letter to the consumers email address on file with FARMASI. Note that we will not share any details of our resolution with the BBBhowever, the consumer may do so at their discretion.
Our Privacy Policy can be found at ***********************************************************************************.
Please let us know if you have any other questions or concerns.
Thank you,
FARMASIInitial Complaint
01/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I resigned a few days ago with this company now they are withholding my commission for December.Business response
01/10/2024
Hello,
When signing up as a Beauty Influencers there are terms and conditions that are agreed upon which include the policies and procedures set forth by the company. The distributor that filed this complaint, signed up to a competing direct selling company and was contacted by our Compliance team about this before month end. Our policies state you cannot be a part of a competing company and if your termination/resignation is before month end, you are only paid for your last full pay period (month). *****'s account compliance procedure began on December 31, 2023. She sent a resignation after month's end.Best regards,
Customer response
01/10/2024
Complaint: 21096953
I am rejecting this response because: I cannot file taxes this would be included on my **** when I made that commission I resigned and that commission should be owned to me !
Sincerely,
*************************Business response
01/11/2024
Hello,
This commission will not be reported on your **** as it is not being paid out, therefore it will not reflect on your records.
Best regards,
Customer response
01/11/2024
Complaint: 21096953
I am rejecting this response because:just give my commissions paid to me or there be no peace I earned that commissions and you are refusing to pay.
Sincerely,
*************************Business response
01/12/2024
Hello ******,
I hope you're doing well.
Regarding BBB Complaint ID: ********, we have already responded to it. We've provided the information to our Beauty Influencer based on our Policies & Procedures. Please see the attached email communication between the Beauty Influencer and our compliance department. This is our final response to this case; our decision remains unchanged.
Best regards,********************************* Customer Service Trainer
FARMASI-*** 10780 ************** 33172 ******* ***** ************* ************** www.farmasi.com Customer response
01/12/2024
Complaint: 21096953
I am rejecting this response because:If you want your reputation remain good I highly suggest changing your mind or I take this to social media on this I'm sure you don't want to happen.
Sincerely,
*************************Initial Complaint
11/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I started selling farmasi and I have not been paid my commissions. I would like to know why. It says commission is paid on the 10th of the following month. Well it's the 10th and I still have no commissionsBusiness response
11/17/2023
Hello,
We have sent a digital letter to the consumers email address on file with FARMASI. Note that we will not share any details of our resolution with the BBBhowever, the consumer may do so at their discretion.
Our Privacy Policy can be found at ***********************************************************************************.
Please let us know if you have any other questions or concerns.
Thank you,
FARMASIInitial Complaint
10/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
A couple years ago, an acquaintance was marketing Farmasi products on her social media page as a consultant for the organization. I like supporting women but was also intrigued by her ****** enthusiastic review of the product line. I purchased a few items and instantly fell in love with one of them. Fast forward to a couple weeks ago, I was ready to purchase again. I went online and ordered the same product with the same color/shade code as displayed on the original bottle. This time there were 20 different color shades instead of 5. Nevertheless, I ordered a bottle of foundation in shade "00" as I did before and waited for my shipment. When it arrived, I noticed immediately that the "00" from my original order a couple years ago was not the same "00" shade that I received in the mail. I emailed customer service to confirm I received the correct product, understand what changed, and ask how I could exchange the incorrect shade for the correct one. Two days later, I received an email reply indicating that I can ship the product back (shipping costs at my expense and on top of what was already paid to receive the item) and that there would be a restocking fee. No explanation of why the shades were different but had the same numbering or how I could exchange the wrong color for the correct one. I replied to the email the same day asking for the additional information and have not heard back. It's been 3 days.I purchased this item at a special price of $18.95 plus $4.99 shipping. I'd like to exchange the bottle I received for the correct color for the price I've already paid. I'm happy to incur the cost of shipping the item back if necessary but feel misled based on the number change. My order number is ********Business response
10/12/2023
Hello,
We have sent a digital letter to the consumers email address on file with FARMASI. Note that we will not share any details of our resolution with the BBBhowever, the consumer may do so at their discretion.
Our Privacy Policy can be found at ***********************************************************************************.
Please let us know if you have any other questions or concerns.
Thank you,
FARMASIInitial Complaint
09/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I called FARMASI Almost two weeks ago to get a return label to send product back. **************** said I would receive return label in 24 hours. However, I did not. So I called again on 18th. Had to speak with a supervisor because go into a heated argument with customer service telling me nothing they can do. Supervisor assured me I would get return label 24 hours. Here it is 9-21-2023 and no return label. All I want is to get the return labels to send this product back. And my money refunded. This is night right for the company to do this to hold on to someones money. Please send the return labels ASAP or refund the money and I will donate product to a womens shelter. Next steps will be to contact my bank about this issue so I can get my refund.Business response
09/25/2023
Hello,
We have sent a digital letter to the consumers email address on file with FARMASI. Note that we will not share any details of our resolution with the BBBhowever, the consumer may do so at their discretion.
Our Privacy Policy can be found at ***********************************************************************************.
Please let us know if you have any other questions or concerns.
Thank you,
FARMASICustomer response
10/07/2023
I have yet to receive my refunds . The company provided the prepaid shipping label. Which I sent back with a witness by my side on video through the whole process. I also recorded the items being put into box. And sealed.
I would like my refunds
Business response
10/12/2023
Hello,
We have sent a digital letter to the consumers email address on file with FARMASI. Note that we will not share any details of our resolution with the BBBhowever, the consumer may do so at their discretion.
Our Privacy Policy can be found at ***********************************************************************************.
Please let us know if you have any other questions or concerns.
Thank you,
FARMASIInitial Complaint
09/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made an order for just under $60 back on 8/18/23. After a few days it was shipped with a tracking number. a week later I looked because I still had not received it. It was shipped to an invalid address. Whoever labeled it put the wrong city on the package and it was returned to Farmasi. After it was returned, I reached out by email asking them if they could reship to my correct address and gave them my address again. That was on 9/6. I looked today and they again mailed the package to the wrong address. The shipping shows that it is being processed back to Farmasi. I reached out to customer service and told them I just wanted a refund since they had a second chance to correct the issue and they told me I had to wait until I get the package and then I can reject it. I told them that the package is heading back to them. I can't reject it cause it did not have the correct address. I even pasted in the **** tracking info showing it was headed back to sender. The customer service person told me she is not refunding me until they get the shipment back and process everything back in. For something that was clearly not my fault I should not have to wait on them.Business response
09/13/2023
Hello,
We have sent a digital letter to the consumers email address on file with FARMASI. Note that we will not share any details of our resolution with the BBBhowever, the consumer may do so at their discretion.
Our Privacy Policy can be found at ***********************************************************************************.
Please let us know if you have any other questions or concerns.
Thank you,
FARMASIInitial Complaint
07/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed a large order with Farmasi and I changed my mind about the products and I went to the *** store and brought the package back UNOPENED and refused it on July 21st. On July 24th the package came BACK to me saying it was refused by the receiver! I told the *** driver I didn't want it and refused it AGAIN! Now Farmasi is telling me they have no transaction for this! The order number is ******** and the total amount is $266.33. This is THE WORST customer service I've ever dealt with! Trying to get a refund from them is like pulling teeth!Business response
08/03/2023
Hello,
We have sent a digital letter to the consumers email on file. Please note that FARMASI will not share any details of our resolution with the BBBhowever, the consumer may share the details with the BBB at their discretion.
Our Privacy Policy can be found at ***********************************************************************************.
Please let us know if you have any other questions or concerns.
Thank you,
FARMASICustomer response
08/05/2023
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
06/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
In May I was sent products that were ordered by ***********************. She didn't tell me anything about the products other then I would love them. I read the directions for the face scrub and thankfully didnt use as much as recommended because it burnt the skin on my face. It was very painfully and I had sores for a few weeks because of it. When **** contacted me again I told her what happened and she said it was supposed to be hot and could burn sensitive skin because it tightens you skin. She apologized for not telling me and that was the last I heard from her. I don't know what to do but I wish I had been warned that this could have happened. I don't even know what could have burned me because I was told it was all natural. I have not decided yet whether to contact a lawyer or not. I thought I would start here first.Business response
06/20/2023
Hello,
We have provided a response to the consumer's email address on file. To protect the consumer's privacy, we will not share the details of our resolution with the BBB. The consumer may decide to share any details of the resolution at their own discretion. To read our Privacy Policy, please visit **************************************.
Thank you,
FARMASI
Initial Complaint
05/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a item from this company and sent it back for a refund and they received it two weeks ago and keep saying it was put back on my debit card and have lied for two weeks I never got a refund and they kept the product and my moneyBusiness response
06/01/2023
Hello,
We have sent a digital letter to the customers email on file with FARMASI. Please note that FARMASI will not share any details of our resolution with the BBBhowever, the customer may, at their own discretion,share the details with you.
Our Privacy Policy can be found at ***********************************************************************************.
Please let ** know if you have any other questions or concerns.
Thank you,
FARMASIInitial Complaint
05/25/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 3/16 I placed an order and when i received the item I noticed the formula of the foundation had changed. I then placed another order on 4/6 for a different color. On 4/12 via ***** i returned the original foundation purchased on 3/16. To date i have not received a refund. Every Farmasi rep is incompetent. They refunded a card that i do not have, They refunded a card ending in *********************************** those numbers. The last 4 of the card i used to place the order was ****. I would like my refund of $16.82 whether they need to send me a check or credit my Farmasi wallet. It's sad that I've had to call 4 different times and each time no one was able to assist me or provide me great customer service. The reps seem to be distracted as you can hear other people in the background. By far the worst customer service. My last interaction was with a "manager" named *********, upon asking him his last name, he told me he was the only ********* that worked there, that was a bit strange. I want my refund of $16.82. Thank you.Business response
06/01/2023
Hello,
We have sent a digital letter to the customers email on file with FARMASI. Please note that FARMASI will not share any details of our resolution with the BBBhowever, the customer may, at their own discretion,share the details with you.
Our Privacy Policy can be found at ***********************************************************************************.
Please let ** know if you have any other questions or concerns.
Thank you,
FARMASIBusiness response
06/22/2023
Hello ******,
Thank you for following up with us.
No, we have confirmed several times that the refund was processed correctly. In our system, we can only refund back to the payment method they used, so it's not possible that a different card was refunded. I'm attaching the documents below for your review:Customer response
06/23/2023
Complaint: 20105349
I am rejecting this response because: One of your images does not open and i do not have any credit cards ending in ****. It's ironic that my debit card happens to end in ****. Please provide images of the "refund" made to my card and also the image of the original payment. I only use my debit card to make purchases so I know it was not made with another card. I would like my refund and if i dont receive it within 7 days, I will contact the attorney general for fraud. Had iI received my small refund I would not be pursuing it to this extent. The customer service at ******************** is awful and I will be writing review on every social media platform that Farmasi not only steals from their customers but their beauty influencers as well.
Sincerely,
*************************Business response
06/30/2023
Hello,
We have provided the requested documents to the consumer's email on file.
Thank you,FARMASI
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