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Business Profile

Online Retailer

Neuderma

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/15/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have attempted multiple times through email and calls to get in touch with Neuderma. No one responds to email and telephone number is not in service. I need to return the Neuderma plasma pen purchased and have no way to find out how to do this

  • Initial Complaint

    Date:03/06/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Neuderma has a 60 day return policy and claims they will respond within 24 hours to emails. I purchased a product from them 1/31/24. It didnt work for me so I emailed 3/3/34 asking to start a return (well within the 60 days) and have gotten no response. Screenshots of their policy, my order, and email to them attached.

    Business Response

    Date: 04/02/2024

    Hi *******,

    Thank you for reaching out and sorry about the late response. We had your emails incorrectly marked as Spam by our email software and we just recently realized. 

    We completely understand your frustration in this matter and we sincerely apologize for any inconvenience caused. We have a provided you with a full refund and there is no need to return your order. If you need help with anything else, please dont hesitate to let us know. Were here to help!

    Customer Answer

    Date: 04/02/2024

     
    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

    Date:02/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought the plasma pen online for $79 plus tax I will say super fast shipping. I was super excited on this but when I used even on the low setting it hurt so bad and I am not able to use it, I have contacted the company with several emails no response on how to return the item call the phone number on the website no picks up and just get sent to voice mail. I would just like to return the item and get a refund. I am not able to use this

  • Initial Complaint

    Date:02/16/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Plasma pen was ordered and $85.57 was paid on 12/7/2023. Received email stating item was delivered. However, we never received the pen. I have emailed 3 times. I have used the contact form 2 times. I have called the number listed on web site, only to get put into what appears to be a personal mobile phone voicemail box. I have never received ANY correspondence back for this issue. I am exhausting every attempt to resolve the issue before filing a consumer fraud complaint with the *************************

    Business Response

    Date: 03/11/2024

    Hi ***,

    I'm sorry to hear you have been having trouble with your recent order with us.

    After investigating with the carrier, we've confirmed that your order was marked as delivered on December 12th, 2023, according to their records: **************************************************************************************. However, we understand that unforeseen circumstances can arise and have reshipped your order. It has now been delivered, as shown in the **** tracking website: **************************************************************************************.

    We sincerely apologize for any inconvenience this situation has caused and appreciate your patience and understanding. Should you require further assistance or have any additional concerns, please don't hesitate to reach out. We are committed to ensuring your satisfaction and are here to help in any way we can.

    Thank you for your continued support and for giving us the opportunity to resolve this matter for you.

    Customer Answer

    Date: 03/11/2024

     
    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

    Date:12/28/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of Transaction 10/31/23. Business is Neuderma (**********************************). I received NEUDERMA FIBROBLAST PLASMA PEN. It worked one time. I have contacted the company by email, via their website and by phone multiple times with no return response. The phone # they provide just plays music with no instructions on hold time or the company name. I have checked all my folders in my ************* is no response from them. I want a full refund! I also put a bad *********** says it was received but I don't see it on the review page. They probably don't post bad reviews.

    Business Response

    Date: 01/22/2024

    Hello ******,

    We're sorry to hear that your product was defective. We understand how frustrating it can be when a product doesn't work as expected and we apologize for the inconvenience. I have forwarded your case to our customer service department to make sure this doesn't happen again, and they have opened an investigation into the matter.

    We have also issued a full refund to your account. Once again, we apologize for any inconvenience this may have caused. Thank you for your understanding.

    Customer Answer

    Date: 01/22/2024

     
    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

    Date:12/23/2023

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a plasma pen for $79.99, and a pen refill pack / 102 pieces for $74.99 with tax of $9.30 on 12/11/23. Standard shipping was free. Total price payed via PayPal being $164.28. Order #****. Payment was processed / paid. I have been tracking the progress of my order on the Shop App. It continually says that my order is being processed ( even though payment was already received! ). Due to a couple of negative reviews of the company not sending their product orders, I became concerned, and emailed them at ******************************* starting on December 18, 2023, and forwarded the message again on the 20th. With no response, I emailed them separately / again on December 22nd. Also, I tried to call the company phone number / customer service on the 21st, and waited on automatic hold for 45 minutes before hanging up. No human answered, and there was no option given to leave a message with them. I called again today, met with the same automatic hold, so finally hung up. I would like to know why my order hasnt even been processed, as the company supposedly gets your product to you within an estimated 3 - 6 business days, according to the shipping policy stated on the website. Essentially, my order has been caught up in their system in processing for 12 days, meaning that they havent even boxed my order. I request a call from the company to create a resolution, as I would still like to receive my products, or come to a different resolution. If a message is left with me, Id like details, and to be left a callback number that is valid! Im including the sales receipt showing all info, including address. None of the information is incomplete on my end!

    Business Response

    Date: 01/12/2024

    Hello ****,

    We sincerely apologize for the delay in fulfilling your order.  It appears our system had incorrectly flagged your order and it was placed on hold. However, the Neuderma Plasma Fibroblast Pen has now been delivered and we'll be fulfilling the other part of your order (the needles) as soon as possible. 

    This is definitely not the experience we want our customers to have and we sincerely apologize for our mistake. We've spoken with our fulfillment team and they are taking proper measures so that it doesn't happen again.

    Once again, we appreciate your patience in this matter. If you have any questions or need help with anything else, please don't hesitate to reach out. We're here to help!

    Customer Answer

    Date: 01/12/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and when I receive the second part of my order, I will update, and then, this resolution will be satisfactory to me.  Thank you for your assistance!


    Sincerely,

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

  • Initial Complaint

    Date:10/13/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order back at the end of September I used the product once and it worked then developed a weird smell and stopped working. I have called and emailed the company almost daily since with no response.

  • Initial Complaint

    Date:09/26/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This transaction took place on august 28th, 2023. My order number was #****. I had ordered their plasma pen for $87 total cost, and never received the item. I tired reaching out to the company many times over email, web message, and phone calls and could never get ahold of anyone or get anyone to return my messages. At this point I just want a refund, it seems like they are running shady business practices.

    Business Response

    Date: 10/13/2023

    Thank you for reaching out and sorry about the late response. We had your emails incorrectly marked as Spam by our email software and we just recently realized. Looking at your tracking link (********************************************************************************), it seems your order was not delivered due to an "insufficient address" provided. We should have been aware of this situation and communicated with you we sincerely apologize for our mistake and any inconvenience this may have caused.

    We have provided you with a full refund. Thank you for your understanding and please let me know if you need help with anything else. 

  • Initial Complaint

    Date:09/06/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed order for Neuderma Fibroblast Plasma pen on July 31st, 2023 was charge ***** plus tax total of item $*****. when I received item after opening and reviewing the item I didn't want it and wanted to return (60 days return policy) so I called ************* and emailed ******************************* August 1st, no response, emailed again Aug 3, Aug 8th, Aug 14th, Aug 18th, and Aug 28th still no response, and multiple phones calls with no call back - I would like to report this business don't think it is legit and how can I get my money back? Let me know if you need more information Order information below. Neuderma Thank you for your purchase!Order #**** Thank you, ******!Order updates Past step:Confirmed July 31 Past step:On its way August 1 Past step:Out for delivery August 1 Current step:Delivered August 1 Your order has been delivered Your order has been delivered to the address you provided. If you havent received it, or if you have any other problems, contact us.Re-order the same items Track order with ******** tracking number:1ZX8R1710332614166 Order details Contact information ************************ Shipping address *************************** ************************************************************************************** ?************** Shipping method ************* Shipping Payment method **** ending with **** - $***** Billing address *************************** ************************************************************************************** ?**************total came to ***** - delivered on August 1st, 2023. Emailed Neuderma

    Business Response

    Date: 10/02/2023

    Hi ******,

    Thank you for sharing your concern. We had your emails incorrectly marked as Spam by our email software and we just recently realized that, so we apologize profusely about your bad experience. We have provided you with a full refund and there is no need to return the product. Again, apologies for the inconvenience and thank you for your understanding.

    Customer Answer

    Date: 10/05/2023

     
    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,

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

Neuderma is NOT a BBB Accredited Business.

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