ComplaintsforMy Derma Dream

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered online products from My Derma Dream.com. I received the first products for $178.00, then I started receiving monthly packages for products I did not order and refused them. They still kept charging me for them ****** each month.I called them to return everything per their 90 day refund and they insisted that I take a 30 minute meeting with a Specialist to get an address, which is too much time out of a work day.I emailed many times to which no one responded, I called every day for the last 3 days and still no one can do anything. Their real number is only on the BBB and not on their website.I want to get my money back, no one there knows how to do this. They have put me off so the 90 days is up today and I still got put on hold with really loud music, then they hung up on me.

  Business response

  07/18/2024

  Dear *****,

  We sincerely apologize for the inconvenience and frustration you have experienced with our service.

  We understand how upsetting this situation has been for you and deeply regret the delay in addressing your concerns. Your experience is not reflective of the standards we strive to uphold, and we are committed to making things right.

  I see that you have been refunded for the subscription for the last two months. Please also be assured that your subscription has been fully canceled.

  The subscription was part of your original order, where you received a free trial for a month, with the option to either cancel or skip the subscription before the renewal date. We apologize if this was not clearly communicated.

  Attached to this email, you will find proof of your refunds and a return label for the original order. Please use the return label to send back the products you received initially. Once we receive the returned items, we will process any additional refunds as necessary.

  We deeply regret the inconvenience caused by the requirement for a 30-minute meeting with a Specialist to obtain return or subscription cancellation. We understand that this is a significant time commitment, and we are working to streamline our return process to prevent such issues in the future.

  We appreciate your patience and understanding as we work to resolve this matter. If you have any further concerns or questions, please do not hesitate to reach out directly.

  We are here to assist you and ensure that your experience with us improves moving forward.

  
  Sincerely,

  ******

  Customer response

  07/18/2024

   
  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

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ordered product in May 2024. Then Was sent a subscription product a month later. Sent an email asking to cancel any and all subscriptions. Was charged again the next month and sent another subscription product. Emailed and called their customer service number trying to get instructions on how to return products for a refund. Supposed to have a 90-day refund policy. I continue to call and there is no answer on their phone number. Have called multiple times. I cannot get any information on how to return these products for refund. Get email back telling me they have a lot of emails to answer instead of instructions on how to return.

  Business response

  07/06/2024

  Dear *****,

  I hope this message finds you well.

  I want to sincerely apologize for the inconvenience and frustration you have experienced with our company.

  We deeply regret that you were charged and sent subscription products after requesting a cancellation.

  After reviewing your account, I see that return instructions were sent to you on July 1st.

  It appears the return process has not yet been initiated.

  For your convenience, I have attached the return label to this email again.

  Please follow the instructions and send the products back to **. Once we receive the returned items, we will process your refund promptly.

  We understand how important it is for you to resolve this matter swiftly, and we are committed to improving our customer service to ensure such issues do not occur in the future.

  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding.

  If you have any further questions or concerns, please do not hesitate to reach out.

  
  Best regards,

  ******

  Customer response

  07/09/2024

   
  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Theres been 3 different transactions off my card. One was a month ago for the Niacinamide for $75 that was supposed to be refunded and we never received, then again this past week we were charged again for the same thing $***** and I told them to cancel it and they didnt. Again tonight I was charged ANOTHER ***** for the same thing!! I didnt order any of these. *** asked a dozen times for the 75 back and still nothing so Im going to have to go to my bank and change my information. I just want my money back and nothing else to do with Dermadream! Its been a nightmare.

  Business response

  07/06/2024

  Dear *******,

  I hope this message finds you well.

  I want to sincerely apologize for the inconvenience and frustration you have experienced with our company.

  We deeply regret that multiple unauthorized charges were made to your card and that you did not receive the refund you were promised.

  After reviewing your account, I can confirm the following actions have been taken:

  -All subscriptions have been canceled effective immediately.
  -A total refund of $154 has been processed, covering the $75 charge from a month ago and the two $39.50 charges from this past week.

  Please find the proof of refund attached to this email.

  Additionally, as a gesture of goodwill, you may keep the serums you received as a gift.

  There is no need to return them.

  We understand how important it is for you to resolve this matter swiftly, and we are committed to improving our processes to ensure such issues do not occur in the future.

  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding.

  If you have any further questions or concerns, please do not hesitate to reach out.

  Sincerely,

  ******

  Customer response

  07/19/2024

   
  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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/21/24 I placed an order with My Derma Dream after seeing an ad on ********* While placing the order, it took me through multiple pages of add on product suggestions. I ended up being charged for more than I intended ($188.50 for the original order and $69 for an add on that I did not authorize). I was willing to dismiss this to operator error and did not contact the company about this. On 6/5/24 I emailed the company and asked for my membership and/or any subscriptions to be canceled effective immediately. On the same day, I received a reply from Uchechi Ojobo with MyDermaDream. This is their response:I've escalated your subscription cancellation request to the *** Member Relationship Team for quick resolution.I was out of the country from 6/7/24-6/24/24 and therefore not available by phone or email. I received an email on 6/17/24 from ********* with MyDermaDream stating I acknowledge your request to cancel your membership. Instead of cancelling, I have some offers for your membership. You have lots of benefits with your subscription. (I do not have enough characters to paste the entire message).My subscription apparently was not canceled and on 6/24/24 I was charged $178.50 for a recurring subscription. I have attempted to go online and change my subscription but the site says that it does not recognize my email address to sign in. I tried calling and was hung up on while on hold twice. I replied to Antonettes email on 6/26/24 requesting a refund of the $178.50 and cancelation of membership and a reply within 24 hours. I also used the chat feature on their website but received no response I have not heard back but need the return of my money for financial reasons.

  Business response

  07/06/2024

  Dear *******,

  I hope this message finds you well.

  I want to sincerely apologize for the inconvenience and frustration you have experienced with our company.

  We take these matters very seriously and deeply regret that this situation has caused you distress.

  We have reviewed your account and have taken the following actions:
  Your subscription has been canceled effective immediately.
  -A full refund of $178.50 has been processed. Please find the proof of refund attached to this email.
  -A return label was previously sent by one of our representatives. If you still need it, I have attached it here for your convenience.

  We understand how important it is for you to resolve this matter swiftly, especially considering the financial implications.

  We are committed to improving our processes to ensure such issues do not occur in the future.
  Once again, we apologize for any inconvenience caused and appreciate your understanding.

  If you have any further questions or concerns, please do not hesitate to reach out.

  
  Best regards,

  ******

  Customer response

  07/19/2024

   
  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

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Friday June 21, 2024 early morning, I was on ******** and saw an ad for this company. After some thought, I attempted to buy MicroSculpt + Niacinamide Serum (30 Day Supply) but I could not remember my CVV number for my credit card. So the transaction never went through. I then opened a link to the site off of ******** and via my normal browser. I intended to come back later to make the purchase and I was in no hurry. I got busy during the day so I never placed the order. Saturday June 22, 2024 8:46am EST - company sent email confirmation of order with payment listed as flexpay. Note: I did not authorize this. I never signed up for flexpay and have never used it. At this time I had not seen the email. At 12:19 pm EST, the company telephoned me and asked me a bunch of questions about the order. I explained I did not place any order. They said it went through anyway and tried to upsell me and convince me to buy another serum. I declined and got off the phone.Then they started texting me. I received texts from them trying to upsell me. I responded that I was not interested and to please stop texting me. They continued texting me into Saturday evening. I told them to stop texting me again, finally the texts stopped. At this point I went to my email to see what what going on, and saw the order had not shipped yet. So I emailed them to please cancel the order. They responded that I didnt cancel within the 59 minute cancellation window so it was not going to be cancelled. I told them I did not authorize the order, I have not paid anything, and it hasnt shipped yet, so please cancel it. They responded I was too late but I had 90 days to return it after it arrives in the mail.This smells like a scam. I did not place an order, yet theyre sending it anyway, they spammed me with texts and refuse to let me cancel anything. I do not want to do business with this shady company!

  Business response

  07/06/2024

  Dear *******,

  I hope this message finds you well.

  I want to sincerely apologize for the inconvenience and frustration youve experienced with your recent interaction with our company.

  We take these matters very seriously and deeply regret that this situation has occurred.

  After thoroughly reviewing your account and the events that transpired, we have identified an error in our system that led to the unauthorized order being processed.

  We understand how alarming and frustrating this must have been for you, and we apologize for any distress this has caused.

  We have processed a full refund for the unauthorized purchase.

  Please find the proof of refund attached to this email.

  Additionally, as a gesture of goodwill, we want you to keep the products at no additional cost.

  There is no need to return them; you can use them or give them to someone else.

  We are also taking steps to ensure this does not happen again in the future.

  Your feedback is invaluable to us and will help improve our processes.

  Once again, we apologize for any inconvenience caused and appreciate your understanding.

  If you have any further questions or concerns, please do not hesitate to reach out.

  Customer response

  07/10/2024

   
  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

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered products and returned them and told them to cancel my subscription and not to send me anymore product. *** tried to call they never answer and when I finally got a hold of them and said please cancel and do t send me anymore products I kept getting boxes!!!! I just want my $$ back and for them to cancel the subscription!!! And to let people know it is a bad company to order from

  Business response

  06/21/2024

  Dear ****, 

  I apologize for the inconvenience and frustration youve experienced.

  We strive to provide clear information, and I want to clarify a few points.

  There is a disclaimer stating that the package you purchased includes a subscription for the serum.

  However, I understand your concerns about the recurring shipments.

  Please note that you were refunded for the returned package on May 21st, and you have also received refunds for all the subscription serums sent to you. I have attached the refund confirmation for your reference.

  We have canceled your subscription, and you will no longer receive any products from us. If you have any further questions or need additional assistance, please don't hesitate to reach out.

  
  Again, I apologize for any inconvenience this has caused and appreciate your understanding.

  
  Best regards,

  ******

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes I tried to reach out within minutes to cancel my order and they said they could not cancel due to 59 minutes they cant cancel. I did email them also I sent a text. They did not cancel my order. I want my money back from this company. After looking at the reviews I used Afterpay and they cant do anything until they cancel the order.

  Business response

  06/21/2024

  Dear *****,

  I sincerely apologize for the inconvenience you've experienced.

  I understand your frustration with the cancellation process and the timing involved.

  Unfortunately, your request to cancel the order came in three hours after the cutoff time.

  However, you can still return the products for a full refund.

  I have attached a return label to this email for your convenience. Once we receive the returned products, we will process your refund promptly.

  
  Again, I apologize for any inconvenience this has caused and appreciate your understanding. If you have any further questions or need additional assistance, please don't hesitate to reach out.

  
  Best regards,

  ******

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Neck lifting device and two of the serums on May 13, 2034. The device ceased working after approximately two weeks. I have made two phone calls to request replacement. I was told another one would be sent and then she proceeded to attempt another sales pitch. I read of replacement, I received an email asking me to send video of the product not working. I did so. No response after one week. I called again and was told I needed to try a different charger. The charger came with the device. When I asked to be sent another charger, he began giving me ANOTHER sales pitch to subscribe to their product. This is the most frustrating company and I would simply either like a refund or replacement, as stated in your 90 day guarantee.

  Business response

  06/11/2024

  Dear ******,

  I hope this message finds you well. I am truly sorry to hear about the issues you've experienced with your Neck Lifting Device and the accompanying serums purchased on May 13, 2034.

  It is disappointing to learn that the device ceased working after only two weeks and that our responses to your replacement requests were inadequate and frustrating.

  I apologize for the inconvenience and frustration caused by our initial handling of your situation.

  You should never have had to endure multiple sales pitches instead of receiving the assistance you needed.

  Furthermore, the delay in responding to your email with the video evidence and the subsequent suggestion to try a different charger were not up to our standards.

  I am pleased to inform you that as of June 11, this issue has been resolved, and a replacement device has been processed and is on its way to you. I hope this replacement will meet your expectations and function properly without further issues.

  Your feedback is crucial for us to improve our services, and I appreciate your patience throughout this process.

  If you have any further questions or need additional assistance, please do not hesitate to contact us.

  
  Thank you for your understanding, and once again, I apologize for any inconvenience this has caused.

  
  Best regards,

  ******

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a products from the company. Firstly the product took over a month to ship. When I did finally get it (after reaching out multiple times) it doesn't work well for me. On their website it was listed as a 90 day no questions asked guarantee. I have reached out for a refund, and they have responded with lots of questions, and lots of solutions besides a refund. I would like a full refund, but they keep stalling and saying they will escalate and someone will reach out... but that hasn't happened.

  Business response

  05/17/2024

  Hi Honore, 

  I hope this email finds you well. I want to personally apologize for the issues you have experienced with your recent purchase from us.

  I understand how frustrating it must have been to wait over a month for your product to ship and then find that it didn't work well for you.

  We pride ourselves on our customer service and our ****** no-questions-asked guarantee, so Im genuinely sorry that our initial responses to your refund request did not live up to your expectations.

  Your experience has highlighted areas we need to improve, and for that, I thank you.

  
  I want to assure you that we have taken steps to resolve this matter.

  The return process for your product has been initiated, and we are closely monitoring its progress. As soon as we receive the returned product, we will process your full refund without any further delays.

  
  We truly appreciate your patience and understanding during this time. If you have any additional questions or need further assistance, please don't hesitate to reach out to me directly.

  Once again, I am very sorry for the inconvenience this has caused you. We are committed to making this right.

  
  Best regards,

  ******

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought some skin care products from this company online. Within minutes of submitting payment I was called by a salesperson with this company who proceeded to upsell me even more products. I repeatedly stated verbally I was *not* signing up for any monthly subscriptions, nor did I sign up for monthly subscriptions online during initial purchase. 3 weeks later I started getting repeat notices about my next billing for products I did not ask for, for subscriptions I do not have. In fact I tried to go to subscriptions section link of their website and put in my email address but it did not find **** then spoke by phone with a company representative who first said they would wait 6 months before sending me more product - after I already firmly and vehemently said I did not want any subscriptions or more products from this company, and finally got the rep to say he would send me an email stating I would not be billed further. I did get that email within 2 days, but just today I received yet a new email saying my product for $xxx amount is going to be shipped in 3 days! Oh and the upsell call, they never sent me an itemized receipt - i received no receipt, just a new charge to my credit card.I am furious at this time! Do *not* do business with this company!

  Business response

  05/13/2024

  Hi *****, 

  I hope this email finds you well. I am writing to address the concerns youve raised regarding unwanted subscriptions and charges from our company.

  Firstly, I want to extend my sincere apologies for the inconvenience and frustration you have experienced.

  Your experience does not reflect the level of service we strive to provide.
  After reviewing your account, I can confirm that you are not subscribed to any products. We have taken the necessary steps to ensure that no further charges will be made to your account.

  Any emails you receive about upcoming shipments or subscriptions can be disregarded as they were sent in error.

  If you have any further questions or concerns, please do not hesitate to reach out to our customer service team at ****************************

  We value your feedback and appreciate your patience as we work to improve our services.

  Sincerely, 

  ******

  Customer response

  05/15/2024

   
  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,
  
  ***********************

*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. ↩