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Business Profile

Skin Care

5minskin

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skin Care.

Complaints

Customer Complaints Summary

  • 133 total complaints in the last 3 years.
  • 47 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:03/06/2025

    Type:Order 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.
    I purchased my item on 10/27/24. I asked for a refund end of December. given return label on 1/5/25.. returned item on 1/7/25 have yet to get refund. Ive gotten voicemail 3 times. I emailed twice before getting a response and then got a response with a return label to send item back.. its 3/6/25. I told them I shipped item on 1/7/25 and all of a sudden my order number doesnt work on their site but I have email proof of everything. Ive emailed 3 days in a row now with no response on my refund when I returned the item 2 months ago. Very unprofessional

    Business Response

    Date: 03/19/2025

    Dear customer, 

    Please be advised that we processed your refund on March 16. Please allow 2-3 days for the refunded amount to reflect in your account. 

    Sincerely, 

    5minsin support

     

  • Initial Complaint

    Date:02/28/2025

    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.
    After purchasing product I read directions and because of a health condition listed in the directions, I couldnt use the product. They were willing to accept a return for refund, so I returned the item. This was in Dec./2024 and I have not received my refund. It is now March 1/2025. They do not return my calls.

    Business Response

    Date: 03/19/2025

    Dear ******, 

     

    We are sorry to hear about your experience. 

     

    Please be advised that we issued a full refund for your returned order.

    Customer Answer

    Date: 03/31/2025

     
    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:02/24/2025

    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.
    5minskin has a 90 day return policy. I purchased on 12/2/2024 and started my return on 12/10/2024. I told them that I tried a friend's device for the 2 months and it didn't work. I completed the return process and mailed the product back to them. I have emailed and called many times and still have not gotten a refund. Their phone number always goes to a voicemail and I get no responses from them about the refund. This is becoming very frustrating and I'm sure others are having the same issue. I would like my refund per their website. ************************************************************ "We offer a 90-day money-back guarantee for 5minskin *** devices. If, within 90 days of your purchase from our official website, you are not satisfied with the product or the results, you may return it for a refund. To ensure a fair application of the return policy, we recommend users to follow the recommended usage stated in the manual for at least two months or ask our ********* Experts via *********************************** submitting a return request. After about two months, users should see a noticeable reduction in hair growth. We also recommend extending your personal trial period to the full 90 days, as all individuals are different and it may take a longer period of time to see results from the *** treatment. If the period of use is less than one month or the recommended usage stated in the manual is not followed, the return policy is considered void. What is more, please note that *** may not be effective for every individual depending on their hair color and skin tone. Therefore, we recommend that everyone review the suitability chart on our official website before purchasing. If you have any concerns or questions about ***, our products, or anything else, please do not hesitate to contact our customer service team at ***********************************"

    Business Response

    Date: 03/19/2025

    Dear customer, 

    We are very sorry for your unpleasant experience. Please be advised that we issued a refund for your purchase on February 26, 2025. In case you did not receive your refund, we advise your to verify this matter with your bank. 

    Customer Answer

    Date: 03/20/2025

     
    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:02/21/2025

    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 purchased a Sculpt 2.0 IPL hair remover on 11/1/24 for $169.00. After trying it for a month, it made no difference and was poor quality. I put in for a return on 12/17/24 which was returned and accepted by them. Since that point, I have not received my money back. I have emailed them 4-5 times inquiring about my refund and get an email back about them escalating to their finance team. Clearly, I'm getting the run around. I've attached some examples of the emails I am getting from them.

  • Initial Complaint

    Date:02/20/2025

    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.
    All times are EST I placed an order on February 7th, 2025 at 0237. 5minskin offered 2-4 day shipping that was free and included with their product. On February 12th at 1759, the package was finally updated in **** tracking and shown as just then leaving the warehouse. That indicates that 5minskin held the package for 4 business days before giving the parcel to ****. **** tracking #: ********************** I contacted 5minskin customer support via email regarding the delay. I had ordered before the start of business on Friday, February 7th and was promised at most 4 day delivery. I had intentions of giving my order as a gift on February 14th, which was a full 2 business days after 5minskins claimed delivery ************** apologized for the delay and passed it off as if it was **** delays. **** updated delivery to February 18th and I demanded a refund and received no emails back until February 20th at 1121 after sending a follow up email to customer support telling them I wanted a refund for the product, that I was submitting the order to my card company as fraudulent, and filling out a negative review which has yet to post on their website.I ultimately received the item on February 18th at approximately 1930. I was unable to give the item to the recipient and desire a refund.

  • Initial Complaint

    Date:02/19/2025

    Type:Product 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.
    Transaction date 01/23/2025 I was on the 5minskims website looking at the product. Had it in my cart HOWEVER I never pushed to complete transaction. Next thing I know I have a transaction for ******. Which they pulled from my personal bank acct. I emailed them immediately and even though it says on the email to call them at *************** no one ever answers the phone. I was promised a full refund in 5-7 business days and it's been almost a month. Now they will not return my calls or emails.

    Business Response

    Date: 03/19/2025

    Dear ********, 

    We appreciate your feedback and we are sorry for any inconvenience caused. We would like to confirm that your order was canceled and refunded in full. We would also like to underline that the experience you described as someone pulling money of your account does not seem realistic and barfely possible. We would advise you to pay more attention to the purchases you make. 

  • Initial Complaint

    Date:02/13/2025

    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 ordered the Black Friday Special on 12/2/24 for the Sonic Dermaplaner kit which was supposed to include the Hair Identifying Spray (one of the reasons I ordered it) and it did not. My order number was #S170750 and I had several email exchanges with ******** I have called the **************** Line ************** and the vmcl box is always full and you literally cannot get in touch with anyone. On January 1, he replied to my email stating the product was being shipped from a warehouse in **** and I eventually received it in early January. I emailed on 1/6/25 letting him ********* know I received the Sonic Dermaplaner device, but not the Hair Identifying Spray as advertised and promised. Since this time, I have sent four additional emails to this thread on 1/6/25, 1/9/25, 1/15/25, and 2/13/25. I have given them more than adequate time to address this issue, and apparently they do not plan to so I am given no other choice than to report them to the Better Business Bureau. I would like the order fulfilled as advertised and promoted. Please send me the Hair Identifying Spray which was part of my purchase.

  • Initial Complaint

    Date:02/10/2025

    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.
    On November 30, 2024 I purchased the dermaplaner kit( dermaplaner with 2 blades, charging cord, and hair defining spray) plus 6 blades. It took almost a month to arrive (December 28). When I arrived home to open it (January 9) it was missing 2 blades and the spray. I emailed the company and they responded they were out of spray but would refund $5 (to purchase the spray would be more than that). They have not responded about the missing blades. I have emailed several times and called 3 times without anyone calling me back. It was supposed to be satisfaction guaranteed but when I tried to fill out the form, it says not eligible for return. I either want a full refund with return or $20 refund for the things I didnt receive. I would prefer a refund since if I need blades, it might be difficult to deal with this company

    Customer Answer

    Date: 03/07/2025

    Other than emails to buy more, they have not responded back from my calls and emails 

  • Initial Complaint

    Date:02/07/2025

    Type:Service or Repair 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 had purchased the 5minuteskin IPL. It is beyond the 90 warranty, but within the past 12 months. I have sent 3 emails and left 2 voicemails within the past month, but have not received any response.The flash head has stopped operating. Out of the ******* flashes listed on the unit, it has stopped working, and I still have ******* flashes left on the flash head. However, each time I press the flash button, it continues the countdown without operating correctly. If the company had responded to any of my communications, this could have been easily resolved. But they are ignoring my messages, so now I just want my money back. If you have any questions, please dont hesitate.Thank you,****** *******

    Business Response

    Date: 02/10/2025

    Dear customer, 

     

    We are sorry to hear about your unpleasant experience, however we have checked the emails and we responded to each single email you sent. Please see atatched for your reference. 

    You may want to check spam folder to see if our messages ended up there. 

    In case of the defective device, we are happy to send you a new one or issue a full refund. 

    Sincerely, 

     

    5minskin Team

    Customer Answer

    Date: 02/11/2025

     
    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:01/31/2025

    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.
    I returned an item I purchased and have not received a refund for the return. The item was successfully returned on January 21st, 2025, which was confirmed through **** tracking and the company emailed me saying they would process the refund asap. I still have not received the refund to my card. I emailed them again to follow up on 1/28/25, as I can never get through on their customer service number by phone, and they emailed me back on 1/30 stating " We have forwarded your email to our finance team and will get back to you as soon as we have an update.". This leads me to believe that my refund was NEVER processed in the first place. I would like assistance in getting my refund ****.

    Business Response

    Date: 02/10/2025

    Dear ***********, 

     

    Thank you for your patience! We wanted to inform you that your refund for the returned order has been processed. It should appear in your account shortly.
    If you have any questions or need further assistance, please feel free to reach out.

     

    Sincerely, 

     

    5minskin Team

    Customer Answer

    Date: 02/21/2025

     
    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,

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

5minskin is NOT a BBB Accredited Business.

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