Complaints

This profile includes complaints for My Derma Dream's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  My Derma Dream

  66 W Flagler St Ste 900 Miami, FL 33130-1807

• 

  My Derma Dream

  360 NW 27th St Miami, FL 33127-4158

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.

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Derma Dream attempted to sell me products I told them I didn't want. I didn't want them sending me them nor a subscription. They're for cleanser and moisturizer. They sent the moisturizer anyway months. I can't use it. I'm under a dermatologist care. Today 5/7/25, I'm being charged on **************** for $405.00 for cleanser and moisturizer I DID NOT ORDER. They won't stop the shipment, nor offer a full refund. They offered a 50% refund but I don't want 50% off something I never ordered, never subscribed to. I asked who in the company authorized this as a subscription "no records". They can't "find a supervisor" either. I'm being robbed. I told them them I want all subscriptions canceled. I can't trust them Then they charged me for another product 5/7/25 $163.02, that I told them I had enough product. They ignored me. Obviously NO means nothing to them. They state they updated refund policy I've never received any updates. They email for my shipments that I didn't order so they know how to contact me. They said they can't stop shipment They haven't tried It has a tracking number. It's been hours on the phone waiting for a supervisor They want to give me things so I don't report them to BBB. I want any subscriptions canceled that and my $563.02 refunded I will return these products with a certification they were received by Dermadream.

  Customer Answer

  Date: 05/07/2025

  A person named ******** called me after hours of being told there was no available supervisor. She stated she was a supervisor. Said I had a subscription. One of the subscriptions that was charged $163.02, was on hold until I contacted Derma Dream stating I needed more product. I didn't contact them to reorder. They sent it anyway. The other order was never order by me at any time $405.00. That's for cleanser and moisturizer. They tried last Oct to sell me these products. I said no on the phone. Someone at Derma Dream added this subscription to the other products I had ordered that day. Derma Dream sent me the moisturizer anyway. Today I find out "I had a subscription" per ********. Not from me. I can't use these products. Under a physicians care. This was explained in Oct when I refused the sales attempts. They're very pushy in their sales ***** If I "had a subscription", it's interesting that I never received cleanser. They won't refund my money through my credit card. I was sent a undated policy they now replace products if you're unhappy. I was never notified they change refund policy. Companies inform you of policy changes and deliver a link where you can read them and make decisions. Derma Dream never did that. I have canceled ALL subscriptions from Derma Dream 5/7/25 as I can't trust them. Additionally, ******** offered me 50% refund (thought they didn't offer refunds...). I refused as I didn't order these products. Two of which I never had subscriptions for. I can't use them, why would I order $405.00 of products I can't use per MD orders. I have rarely purchased anything from Derma Dream for 6 months as I don't like their sales tactics. Today I finally received written notification that my subscriptions are officially canceled. I want a full refund. I never ordered these products, had no subscriptions for the cleanser, moisturizer, equaling $405.00. (Insane price). I stated, "Well ********, someone in your company subscribed me to products I have refused, the others I informed the sales team I would contact them if I needed more product. I didn't contact sales to order $163.02 of product. Essentially they can charge me $563.02 for things I never ordered, some I never subscribed to, get offered 50% refund for things I didn't order nor authorize an current order. You get to keep 50% of my money for things I don't want nor ordered. I refused the "offer" to refund from Derma Dream who doesn't "refund". This reeks of a run around. I've contacted *********** ***** explained. The charges are pending. I've issued a formal complaint with *********** **** over this against Derma Dream. If the charges go through, they'll institute a official dispute on my behalf. I plan on returning these products unopened,  unused, Certified Mail, Return Receipt Requested so I know the products were signed for. I don't care what they do with them. I want a full refund for them. I have issues with Derma Dream trying to send me, charge me for other products. They stopped shipment, issued a refund. Now they refuse. This is a high pressure sales system. It is clear that it doesn't matter what you tell Derma Dream, they do what they want and say you have a subscription and charge you, not refund your money in full. What is that called legally? 

   

   

   

   

  Business Response

  Date: 05/08/2025

  Dear ****,

  Thank you for bringing this matter to our attention.

  We sincerely apologize for the frustration and inconvenience this situation has caused.

  Upon reviewing your account, our records show that your last communication with us was on January 7, during which you requested to pause your subscription.

  At that time, you agreed to have the subscription resume on May 7, which is when the most recent charges were processed.

  That said, we fully acknowledge your concerns and want to make this right.
  We have taken the following actions on your behalf:
  A full refund of $568.02 has been requested for the charges dated May 7, 2025, including $405.00 and $163.02.

  Your subscription has been fully canceled, and no further charges or shipments will be made to your account.

  
  A return label has been provided so that you may return the products once they are delivered.

  Upon receipt of the returned items, we will certify their return and ensure that the refund is completed.

  
  We appreciate you taking the time to share your experience and regret that it did not reflect the level of service we aim to provide.

  Please do not hesitate to reach out should you have any further questions or require additional assistance.

  
  Sincerely,

  MDD support

  Customer Answer

  Date: 05/08/2025

   
  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:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My Derma Dream changed their guarantee AFTER my purchase and would not refund my money. At the time I placed my order in 2024, their products had a 90-Day Satisfaction ************ I got close to the end of that 90-day period, I asked for a return label or an address; my request was ignored. Finally, I was told to just keep the items, but there was no mention about a refund. I sent them a copy of an email from one of their own consultants that included the following words: This is to document that your 90-day money back guarantee count will start today.There were many phone calls and emails. I could never speak to management. I was repeatedly told that my concerns had been escalated etc. Finally, someone told me that their guarantee had changed; I also have that in an email as well.I sent them a copy of their site that announced their Derma Dream Free Exchange Guarantee that had a copyright date of 2025, NOT the same as the one in place when I made my order in 2024. I have written proof of cancelled subscriptions; still they sent products and charged $257. They FINALLY admitted their mistake and refunded it. I cancelled two remaining subscriptions and have written proof of that also. However, their records were never changed. When I knew I could not trust them, I cancelled the credit card that was attached to my ****** account and opened claims against them in the amounts of $119.00, $64.46, and $291.50 (Total $474.96). A few days later, there were two attempts to charge me for products whose subscriptions had been cancelled and confirmed more than once.I sent my documentation to my credit card company, ****. All three claims were resolved in my favor; $474.96 was put back into my account. ********************** is still obligated to refund this amount so that **** will be made whole again. Companies like this should be put out of business!

  Business Response

  Date: 04/24/2025

  Dear *******,

  Thank you so much for taking the time to share your experience.

  I want to sincerely apologize for all the frustration and inconvenience youve endured throughout this process.

  We completely understand how upsetting it must have been to go through multiple follow-ups without the clarity and resolution you deserved.

  Please know that your concerns have not gone unheard, and I want to clarify a few key points to hopefully provide some peace of mind:
  You are absolutely no longer subscribed to any of our services or product refills, and your account reflects those cancellations.

  There will be no further charges or shipments from our end.

  Regarding the 90-Day Satisfaction Guarantee we want to be very transparent: for customers who made a purchase before the policy change, we do honor the guarantee that was in place at the time of their order. 

  Any updates to our policies apply only to those who made a purchase after the changes were implemented.

  If there was any confusion or failure to uphold that promise in your case, we sincerely regret that and appreciate you providing documentation to support your claim.

  Its unfortunate to hear that your attempts to resolve things early on did not receive the proper attention. That is not the experience we want any of our customers to go through.

  While we understand your concerns were ultimately resolved through your bank, we will also be documenting everything on our end to ensure that no further billing attempts are made.

  Your feedback is incredibly valuable.

  It helps us improve how we handle policy transitions, internal communications, and ultimately, customer satisfaction.

  Again, were very sorry for everything youve experienced, and we genuinely appreciate your patience in getting this resolved.

   

  Sincerely,

  MDD Support

  Customer Answer

  Date: 04/24/2025

  The business replied that "While we understand your concerns were ultimately resolved through your bnk, we will also be documenting everything on our end to ensure that no further billing attempts are made."

  The billing attempts were stopped when I cancelled my card.  It sounds like they do not intend to refund my account (through ******) since USAA reimbursed me (because they would not)

  I would like to ask them outright if they are going to reimburse my account (which will reimburse USAA) after they view my documentation.  I did not see an option for proceeding with a question to the business.

  Business Response

  Date: 04/26/2025

  Dear *******,

  Thank you for taking the time to share your concerns with us.

  We sincerely appreciate the opportunity to address this matter and want to reassure you that we take every customer experience seriously.
  After a full review of your account, we would like to confirm that all eligible refunds have been processed back to your original payment methods.

  To summarize:
  A refund of $257 was issued to your card on January 24, 2025.
  A refund of $291.50 was issued to your card on February 12, 2025.
  A refund of $119 was issued to your ****** account on February 15, 2025.
  A refund of $64.46 was issued to your ****** account on February 4, 2025.

  These refunds were processed as part of the dispute you filed. We want to clarify that the refunds were issued directly by us, as we were the merchant you originally made the payments to.

  While you may have seen the credits reflected on your USAA account, the reimbursement did not come from **** itself; it was initiated and completed by our company back to your original payment methods.
  For your convenience, we have also attached a screenshot showing the details of the refunds we processed.

  At this time, there are no further refunds owed, as your account has been fully reimbursed.

  We truly value your trust and the time you have taken to work through this with us.

  Although we regret any inconvenience or frustration this situation may have caused, please know that your satisfaction is important to us, and we appreciate the opportunity to make this right.

  If you have any further questions or need additional clarification, please do not hesitate to reach out we are happy to assist.

  Thank you again for your patience and understanding.

  
  Sincerely,

  MDD support

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 facial products, items and subscriptions from My Derma Dream Sept 19, 2024. My credit card was charged. Changed my mind and spoke to customer service *** who said she would cancel my 2 subscriptions and I could return the products. I received a return shipping label and returned the products. I was then charged for 2 subscriptions I was told had been cancelled and was not given credit once the company received their products back unused and unopened. I have been trying to get my money back since the end of Sept. Charge amounts on 9/19/24 were ******, 135, 134, 119, 75, and for the subscriptions on 10/19/24 were ***** and 59. All totalling 1318. I have texts and emails from the company stating my case had been sent to the financial team and was being handled top priority. Still havent received any money back.

  Business Response

  Date: 04/11/2025

  Hi ****,

  I just want to start by saying Im truly sorry for the experience youve had.

  I completely understand how frustrating and exhausting it must be to have waited this long for a refund, especially after you took all the right steps.

  You returned the products promptly, were told the subscriptions would be canceled, and still ended up being charged again. Thats not the kind of experience we ever want anyone to go through, and I completely hear your frustration.

  Please know that Ive taken a personal look at your case and made sure it was pushed through to our finance team for final processing.

  You were told your case was being handled as a priority, and Im here to make sure that actually happens.

  
  Weve also been following up with you by email, and Ill continue to stay on top of this until every single dollar owed to you is returned.

  You shouldnt have to keep chasing this, and Im genuinely sorry its dragged out this long.

  
  Thanks so much for your patience and for sticking with us I really do appreciate it, and Im committed to getting this resolved for you as quickly as possible.

  If you need anything else or just want to check in, feel free to reply here and Ill be right with you.

  Customer Answer

  Date: 04/11/2025

  I received all of my credits back to my credit card today. It is sad that I had to get the BBB involved in order to get My Derma Dream to do what they said they would do back in October. One request from you and they did it that day. Amazing really.

  I am not pleased that they had their product back since the first of October as well as my money since Sept 19 while I have been struggling to get my money back.  I think that I should receive additional compensation for them keeping my money for so long as well as the time and effort I put in to trying to get my money back for over 7 months.  Whether that be their products or facial equipment.  Something to compensate for the hassle they put me through.  In general when a customer returns a product to a company, the customer receives their credit back immediately without having to jump through hoops especially after the said customer has already been told they will receive a full refund.  If anything could be done to assist in this area that would be greatly appreciated as well.

  Thank you for your assistance!

  **** *****

  Customer Answer

  Date: 04/16/2025

  I have been attempting to get my money back since October. So they have had their products back unused and unopened since that time plus $1320 of my money. I could have utilized that money for something else, invested it, bought other things with it, etc but instead they held on to my money for over 7 months. I feel that some way I should be compensated for the length of time that they held on to my money and utilized it however they saw fit while selling the products I returned to another customer. I find it interesting that as soon as I got the BBB to send them a complaint they returned my money that same day. I am happy that after many months of calls, texts and emails with the company I finally received my money back however, I feel that the company got off easy with no consequences for holding on to my money for that long as well as their products being returned to them in October. Something else needs to be done. This company continues to do this to others as well. 

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received my Derma Dream device July 2024. The device stopped working. I contacted Derma Dream. They requested a video of the problem and agreed to send me a new replacement device. I received a code to input at checkout. The code didnt work. After many calls and emails to the company they will not respond to my request for new working code so I may order a new skin care device. I was hung up on when I tried to speak with a person about the issue I was having with the non working code. They apologized for the code not working but refuse to send a new one or simply send me a new device.

  Business Response

  Date: 04/07/2025

  Hi ****,

  Thank you so much for taking the time to reach out and share your experience.

  I'm truly sorry for the trouble you've gone through from the device issue to the frustration with the replacement process.

  That is certainly not the experience we want for you, and I completely understand how disappointing this must have been.

  While processing replacements through a code is part of our standard procedure, I really appreciate you bringing this to our attention, especially since the code provided didnt work and you werent able to get the support you needed.

  Being hung up on or not receiving a response after several attempts is absolutely unacceptable, and I sincerely apologize for that.

  
  Ive gone ahead and taken care of this for you, a replacement for your MyoGlow device has now been processed, no code needed.

  Youll receive a confirmation shortly with tracking information once it ships.

  You are a valued customer, and your satisfaction truly matters to us.

  Thank you for your patience and for giving us the chance to make this right. If theres anything else I can help you with, please dont hesitate to reach out.

  Customer Answer

  Date: 04/14/2025

   
  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:04/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 repeatedly asked Mydermadream to cancel my subscription but they just keep sending it and charging my credit card. I have emailed them several times and have talked to a representative on the phone. I just received an email saying another order was being shipped. I told them my order was supposed to be canceled. They replied that it had already shipped and it can't be returned for safety reasons.

  Business Response

  Date: 04/06/2025

  Hi ******,

  Thank you so much for reaching out, and I want to sincerely apologize for the ongoing frustration this situation has caused you.

  I completely understand how upsetting it must be to continue receiving products and charges after youve made repeated efforts to cancel.

  This is not the experience we want for our customers, and I truly appreciate your patience throughout this.

  I want to reassure you that Ive personally reviewed your account and have made sure that your subscription has now been fully canceled.

  You will not receive any additional shipments or charges moving forward, your request has finally been honored, and Im so sorry it wasnt handled properly the first time.

  In addition, Ive gone ahead and submitted a full refund request for the most recent shipment in the amount of $113.66.

  I understand you were told that the package couldnt be returned due to safety policies, but given the circumstances, I believe its only right to make this exception.

  You should see the refund reflected on your original payment method shortly.

  
  Please know that your time and loyalty mean a great deal to us, and I want you to feel heard and valued.

  If there's anything more I can do to support you or clarify anything further, Im here for you.

  
  Warm regards,

  MDD Support

  Customer Answer

  Date: 04/07/2025

   
  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:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 knew when I immediately received a phone call upon ordering My Derma Dream device something was amiss. They tried to sell me so much more than what I wanted. During that first phone call I said never mind-I do not want the *********** still arrived in the mail and I was charged so I emailed to cancel. I received and was charged for another order so I called to cancel. During that phone call I was told things could not be returned so my money could not be returned. I asked to speak with a manager and was told I would have to call back-not something I should have to spend time doing when I did not want my first order, let alone three. Yes three orders at this point. I have been charged a ridiculous amount of money that I need back.

  Business Response

  Date: 03/29/2025

  Hi *********,

  I sincerely apologize for the frustration and inconvenience this situation has caused you.

  I understand how upsetting it must be to receive multiple charges and products when you did not intend to continue with your order.

  Upon reviewing your account, I can confirm that the additional charges were due to the subscription for the trial serum that was included with your initial purchase.

  When you placed your first order, it came with a complimentary trial of our serum, which, as stated at checkout, automatically transitions into a subscription after 30 days at a discounted price.

  I also see that since December of last year, we have made multiple attempts to contact you regarding this, but unfortunately, we did not receive a response.

  Additionally, as per our policy, consumable products such as serums are non-refundable once shipped.

  That said, I completely understand that you did not intend for this subscription to continue.

  Nevertheless, We have canceled all active subscriptions associated with your account, ensuring that you will not receive any future shipments or charges.

  
  I truly regret any frustration this has caused and appreciate your patience.

   

  Please let me know if theres anything else I can assist you with.

   

  Sincerely, 

  MDD support

  Customer Answer

  Date: 04/01/2025

  Their cancellation policy:

  CAN I CANCEL
  MY SUBSCRIPTION AT
  ANY TIME?
  Yes, you can cancel your subscription at any time by calling or emailing our *************** Specialist. We understand that needs change, and we're here to make the process as smooth as possible.

  Just a reminder that I canceled over the phone on the same date I placed my order. I then emailed as soon as I realized they did not follow through with the cancellation. I cannot afford a close to 1000 dollars spent on skincare and wish for any customer service company to respect my wishes upon cancellation. I did not expect or appreciate further communication after cancelling. They could continue questioning me indefinitely.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23125980
  
  I am rejecting this response because:
  see messages provided in addition to primary complaint. For example: cancellation policy and total charged. Close to 1000$ is absolutely ludicrous for product canceled prior to being mailed out.
  Sincerely,
  
  ********* *********

  Business Response

  Date: 04/01/2025

  Hi *********,

  I completely understand your frustration, and I want to assure you that Im here to help find the best resolution for you.

  Ive taken the time to carefully review your subscription and the charges youre disputing.

  The first renewal took place on February 11 for $316, followed by another on March 11 for $334.19.

  I also want to acknowledge that you mentioned canceling before the renewal.

  Our records show multiple attempts to reach out to you, but unfortunately, we did not receive a response.

  I know how frustrating this situation must be, and I truly regret any inconvenience it has caused you.

  Please know that *** already requested the best possible resolution for you and will update you as soon as I have more details.

  My goal is to make this right in the most efficient way possible.

  If you have any additional information or concerns, please dont hesitate to let me know.

  
  I appreciate your patience, and Ill be in touch soon.

• Initial Complaint

  Date:03/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In November I called to cancel my subscription. I felt it was taken care of since I talked directly to a customer service representative. In January I received more products and immediately refused them at postal service. Returned unopened. Now in March I noticed a charge against my debit card in my bank. Called again to cancel once again only to get chat box which gave me a number to call but caller was unavailable to accept the call tried this numerous times with no answer. Then I start getting text messages about how I like my product. I let them know that I had canceled in November of 2024, thought this was over, but looks like the nightmare of canceling has only begun. I will now have to go to the bank and get a new card to possibly put a stop to them sending me recurring shipments that Im no longer interested with, as they keep taking money from me when Im sending products back once received.

  Business Response

  Date: 03/28/2025

  Hi ******,

  I sincerely apologize for the frustration and inconvenience youve experienced regarding your subscription.

  I understand how concerning it must be to continue receiving charges and shipments despite your request to cancel back in November.

  Your time and trust are important to us, and I regret that this situation has caused unnecessary stress.

  Upon reviewing your account, I can see that while your subscription was not fully canceled, it was instead skipped, adjusted to a 60-day renewal cycle, and set to renew on March 25.

  However, I completely understand that this was not your intention, and it appears that you were not informed of these changes.

  To ensure a swift resolution for you, I have requested a refund for the recent charge, and you will receive an update via email as soon as the refund has been processed.

  Additionally, I have taken steps to fully cancel your subscription to prevent any future charges or shipments.

  I sincerely regret any inconvenience this has caused and appreciate your patience as we work to make this right.

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

  We value your feedback and will continue to improve our processes to ensure a better experience for our customers.

  Thank you for your time, and I appreciate the opportunity to assist you.

   

  Sincerely,

  MDD support

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  3/26/25 On March 22, 2025, I attempted to order skin care products from MyDermaDream. The site was not working properly so I could not complete the transaction. (referred to in the correspondence included). On 3/22, I called the company regarding the problem. The woman with whom I spoke said she thought it had gone through. On my end, it had not gone through. She put through my order and convinced me to get a 6 month supply of the serum as it would be cheaper now. Since the website and she said that there was a 90 day guarantee, I said **********, 3/26/2025, I called the company to return the gummies I had also purchased and was told that they could not be returned. Before trying them, I told the saleswoman that I do not like sweet gummies and she assured me they were not sweetened by anything other than natural strawberry. When I received them today, I found out differently. They have added glucose syrup, and sugar. I called to return them and I was told they cannot be returned and my money cannot be refunded. I can only get a credit for other merchandise. I said that I do not want other products and I dont want their equipment either as I dont want to do business with a company that has such bad business practices.I was told that I could return the equipment for a 30% refund!, could not send back the serums, even though they have not been unwrapped or opened.I said I was going to contest the charges on my credit card and when I opened the statement, I found that there was an additional charge from the same day. That was the charge I referred to in the first paragraph. I called the company and told them that it was a false charge and they should credit me. They said no refund but I could get a store crediteven though it had not shipped yet.I said I was going to the BBB and the bank and would get onto the web and warn people. I think their business practices are reprehensible and not at all above board.The total billed is $786.83 Thanks,****** ****

  Business Response

  Date: 03/26/2025

  Dear ******,

  I sincerely appreciate you reaching out and sharing your concerns.
  I am truly sorry for the frustration and disappointment you've experienced, and I want to assure you that I am here to help.
  After reviewing your order details, I am currently seeing a total charge of $354.86 on our end.
  I have attached the charge breakdown for your reference.
  If you have any additional receipts or statements showing the full $786.83, Id be happy to review them to ensure we address everything correctly.
  I also want to make this process as smooth as possible for you, so I have reached out via email to facilitate a faster resolution.
  Please feel free to respond there at your convenience.
  
  Once again, I truly regret the experience you've had, and I appreciate your patience as we work towards a solution.
  Please know that I am here to assist in any way I can.
  
  Sincerely, 
  MDD support

  Customer Answer

  Date: 04/15/2025

  Hi and thanks for following up. You will see the 4 charges from MYDERMADREAM that are on my last credit card statement. The company said above that they are not aware of all the charges. They will need to look at these charges closely and find them, then refund them.

  Also, I have been getting calls from my one of their sales people to get me to try the product and to offer me credit to buy more product. 

  I still have not opened any of the wrapped serums or the two pieces of equipment. They are telling me to use them since they will not take them back. I really want the refunds I am entitled to and I am willing to ship the products back if they send me a paid return label.

  thanks so much,

  ******

  Business Response

  Date: 04/17/2025

  Hi ******,

  Thank you for following up and for sharing these details with us.

  Upon checking, it appears that the refunds have already been processed through your bank due to the dispute you filed. Specifically:

  A refund of $352.86 was processed on April 3
  Another refund of $433.97 was processed on April 13
  This brings the total refunded amount to $786.83.

  If you have not yet received these funds, we kindly recommend reaching out to your bank directly to follow up on the status, as they are the ones facilitating the return of funds.

  We sincerely apologize for the inconvenience, especially since the payment activity didnt reflect on our end when you initially reached out.

  We understand how frustrating this must have been, and we truly appreciate your patience throughout the process.

  Please let us know if theres anything else we can assist you with.

  
  

  Customer Answer

  Date: 04/18/2025

   
  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:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 tried to cancel via email 3 times and they continue to send product and charge

  Business Response

  Date: 03/25/2025

  Hi *****, 

  Thank you for reaching out.

  I completely understand how frustrating this situation must be, and I truly appreciate your patience while I look into this for you.

  After reviewing your account, I see that the last interaction with our membership team was in October, when your subscription was placed on hold until February.

  The next communication we received from you was on March 20, when you let us know that you no longer wanted to receive the subscription product.

  However, since the subscription had already been renewed on March 14, the order was processed and shipped before we had the chance to stop it.

  Im truly sorry for any inconvenience this may have caused.

  While we are unable to offer refunds for consumable products once they have been shipped, I want to reassure you that your subscription has now been fully canceled.

  You will not receive any further shipments or charges moving forward.

  I genuinely appreciate your time, and I value you as a customer. If theres anything else I can do to assist you or make this right, please dont hesitate to reach out.

  Im here to help in any way I can.

  Sincerely,

  MDD support

  Customer Answer

  Date: 04/08/2025

  Each month I attempted to cancel this order but was ignored. I do not feel like I should have to pay for this and since the order is unopened, I can return it. On their website they have indicated they have accepted other orders. 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23105943
  
  I am rejecting this response because:

  Each month I attempted to cancel this order but was ignored. I do not feel like I should have to pay for this and since the order is unopened, I can return it. On their website they have indicated they have accepted other orders.
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/08/2025

  Hi *****,

  Thank you again for following up.

  I truly understand how disappointing this situation has been, and I want you to know that your concerns are not being taken lightly.

  
  As mentioned previously, the item youre referring to is part of our subscription program, which per our policy is non-refundable once processed and shipped.

  That said, I know this has been frustrating, and I want to do my best to support you.

  Although the charge is considered valid based on the terms agreed to at checkout, Ive gone ahead and requested a one-time exception for the March 18, 2020 shipment in the amount of $178.

  We hope this gesture shows that we do value you as a customer and want to make this experience right to the best of our ability.
  Weve also ensured your subscription is fully canceled to prevent any future charges or shipments.

  
  Thank you again for your patience, and please dont hesitate to reach out if you have any further questions. Im here to help.

   

  Sincerely, 

  MDD support

• Initial Complaint

  Date:03/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 March 21, 2025, I received an email notice that My Derma Dream was processing my subscription. I had been told I would receive a notice in time to cancel it. I immediately sent two emails to cancel this order and then called the company. According to their website you can cancel an order within 59 minutes. I did so within that time frame. The lady at My Derma Dream told me she tried to cancel the order, but was unable to do so. I said I wanted a refund because I did not authorize this purchase. She said I could only have store credit, which is unacceptable. I also canceled my subscription, since *** had nothing but issues with this company. This was the last straw. I just want my money refunded.

  Customer Answer

  Date: 03/22/2025

  I just received another email stating theyre sending another shipment for $112.50. 

  Business Response

  Date: 03/23/2025

  Dear ******,

  Thank you for reaching out and for bringing your concerns to my attention.

  I sincerely apologize for any confusion or inconvenience this situation has caused.

  I understand how frustrating it can be when an order cancellation does not go as expected, and I want to assure you that I am here to assist you in resolving this matter as smoothly as possible.

  To clarify, the 59-minute cancellation policy applies to new orders but does not extend to rebill charges or subscription-based products. I recognize that this may not have been clear at the time of your initial request, and I regret any misunderstanding that may have occurred.

  That being said, I have taken immediate action to stop the shipment for the rebill products associated with your account and have requested a refund.

  In addition, I have personally reached out to you via email to ensure you receive dedicated support and timely updates regarding this matter.

  I want to make sure you have all the necessary information and feel confident that your concerns are being properly addressed.

  Please take a moment to check your inbox, and do not hesitate to reply if you have any further questions or require additional assistance.

  I truly appreciate your patience and understanding, and I hope to resolve this issue to your satisfaction.

  If there is anything else I can do to further assist you, please feel free to let me know.

  Your experience is important to me, and I am committed to providing the support you need.

   

  Sincerely,

  MDD support

  Customer Answer

  Date: 03/25/2025

   
  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,
  
  ****** *******