ComplaintsforMy Derma Dream

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 22nd 2024 I ordered a Derma from your company. I have still not received it. My tracking number ********************** said it would be here on April 5th then it said delayed. Then again delay April 12th. Then again delay. An so on an so on etc.... Now saying it arrived in ****** *** still not delivered????? Can you help????? My phone number is ************ call or text you have my email ************************* I just want my merchandise that I purchased and if you want to through in a bonus wonderful " sincerely *********************** a loyal customer.

  Business response

  04/24/2024

  Hi *****,

  I'm terribly sorry for the delay you've experienced with your Derma order.

  I've checked the tracking information, and as of April 21st, it shows that the package has moved to the **** Next Facility.

  You should receive it within this week.

  
  Regarding your address, it appears to be as follows:PO BOX 5692 ****************************
  Could you please confirm if this is correct?

  Additionally, I've made note of your contact information, and we've sent you a direct message via email to better assist you.

  Please keep an eye on your inbox for further communication from us.

  If you have any further questions or concerns, feel free to reach out.

  We're here to help!

  Warmest regards,

  ******

   

  Customer response

  04/24/2024

   
  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

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for the MyoGlow by My Derma Dream - Neck Lifting Device on 4/8/2025 at *****am; however after doing so, I saw how many bad reviews this item got, so I looked into their return policy. It seems if you email them within 59 minutes of ordering, they offer a free refund no questions ask. So I did this, sent 2 emails forwarding their confirmation emails. I have attached these items that are time stamped. However, it was not until ************************************************************ it was to late to cancel. Really? because I sent the emails in the allotted time. It is not my fault that the company can't live up their own policy. They did tell me I would have to send an email for a return label, and would have to pay a restocking fee. Really? because of their incompetence? I blame myself for not doing my due diligence before but I want my full refund, not my problem you shipped the order after I sent emails to cancel.

  Business response

  04/10/2024

  Dear *********,

  Thank you for reaching out to us regarding your recent order of the MyoGlow by My Derma Dream - Neck Lifting Device.

  We sincerely apologize for any inconvenience or frustration you have experienced with our ordering and cancellation process.
  We understand your concerns and want to address them as thoroughly as possible.

  While our cancellation policy does specify a 59-minute window for free cancellations, we unfortunately cannot guarantee cancellations beyond that timeframe due to our order processing procedures. We sincerely apologize if this was not made clearer to you at the time of purchase.

  That being said, we appreciate your proactive approach in reaching out to us via email to request a cancellation within the specified timeframe. We have received your emails and acknowledge the timestamped attachments you provided as evidence of your attempt to cancel the order promptly.

  Although the order was processed and shipped before we received your cancellation request, we want to ensure that you are fully satisfied with your experience with us. As such, we have sent you a personal email with instructions for initiating a return.

  Please note that the package is currently in transit.

  Once again, we sincerely apologize for any inconvenience you have encountered, and we appreciate your understanding and patience as we work to resolve this matter to your satisfaction.

  
  If you have any further questions or concerns, please do not hesitate to contact us directly. We value your feedback and strive to continuously improve our customer experience.

  
  Best regards,

  ******

• Initial Complaint

  04/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order for the device, and supposedly it was delivered after 7pm on 4/5/24, and that is was handed to an individual. I have asked my neighbors and they said the mail on that particular day was delivered around 1:00 pm, where is the device and why does the company not respond to my messages. I want a full refund of my order. Its crazy how theres no response from them, I guess I should have done my research on this company before I ordered.

  Business response

  04/08/2024

  Dear ****,

  Thank you for reaching out to us regarding your recent order.

  We sincerely apologize for any inconvenience caused by the delivery discrepancy and the delay in our responses to your messages.

  After investigating the matter, we found that the tracking information indeed shows the package as delivered on April 5th.

  I'm sorry that you did not receive the package. 

  Despite the delivery status, we take full responsibility for ensuring your satisfaction with your purchase.

  As a result, we have processed a full refund for your order. You should see the refunded amount reflected in your account shortly.

  Regarding our communication, we want to assure you that we have been actively responding to all emails sent by our customers, including yours.

  If there was any oversight or delay in our responses, we apologize for the inconvenience and assure you that we are continuously working to improve our customer support processes.

  Attached to this email, you will find proof of our responses and the refund transaction for your reference.

  Once again, we apologize for any frustration this situation may have caused and appreciate your understanding.

  If you have any further questions or concerns, please don't hesitate to reach out to us. We are here to assist you in any way we can.

  Best regards,

  ******

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order these items and the same day I tried to cancel the order. I even talked to one of their representatives. I did all of that the same day I ordered it. I got a reply much later that the order had shipped and they would refund the payment as a store credit and extend the trail to **************************************************************************** on how and where to return so I could get a refund and not a store credit. I got the respond that I could use Afterpay to make payments. *** reached out to Afterpay and told them what happened and I want to return. Their response is they cant do anything until the merchant cancels. Please help!

  Business response

  04/04/2024

  Dear ******,

  Thank you for reaching out to us regarding your recent order and the cancellation request.

  We sincerely apologize for any inconvenience this situation has caused you.

  We understand your frustration and we want to assure you that we are here to help resolve this matter as quickly as possible.

  We have processed a return label and sent it to your personal email address.

  Please check your inbox (including your spam or junk folder, just in case) for the return label.

  This will facilitate the return process and ensure that you receive a refund instead of a store credit.

  We apologize for any confusion caused by the previous responses you received.

  Your satisfaction is important to us, and we are committed to ensuring that this issue is resolved to your satisfaction.

  Once again, we apologize for any inconvenience and appreciate your patience and understanding as we work to resolve this matter.

  
  If you have any further questions or concerns, please don't hesitate to reach out to us.

  
  Best regards,

  ******

  Customer response

  04/05/2024

   
  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,
  
  *************************

  ---------

  Thank you for your help in resolving this issue. I will have this mailed by Monday.

  Customer response

  04/16/2024

  The company has received their items back. The problem is they havent stopped the payments from Afterpay yet or contacted me on when they will refund the two payments.

  Customer response

  04/16/2024

  The company has received their items back. The problem is they havent stopped the payments from Afterpay yet or contacted me on when they will refund the two payments.

  Business response

  04/16/2024

  Dear ******,

  We sincerely apologize for any inconvenience or confusion you may have experienced throughout this process.

  After reviewing your case, we have taken the necessary steps to address your concerns.

  I am pleased to inform you that I have personally confirmed the return of your package.

  Your return has been processed, and the refund has been issued back to your original payment method.

  Please allow a few business days for the refund to reflect in your account.

  We understand the importance of timely and efficient customer service, and we regret any delays or miscommunication that occurred during this process.

  Your satisfaction is of utmost importance to us, and we appreciate your patience and understanding as we worked to resolve this matter.

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

  We are here to assist you every step of the way.

  
  Thank you for your understanding and continued support.

  
  Warm regards,

  ******

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my Intense Pulsed Light Wrinkles Reducing Instrument ES-1081 in January 2024. After a few days the pulse quit. I contacted My Derma Dream and was told to submit a video of the device not working. To start it was very hard to get the video small enough for the email I was sending it to but I did finally get it done. The email came back undeliverable like they refused it. I have sent several emails but no help. The device doesn't even charge now. I got PayPal involved and they want me to return which I have no problem returning but I need the address. I only have till 4/5 to return I need the address please.

  Business response

  03/29/2024

  Dear ********,

  I'm truly sorry to hear about the trouble you've encountered with your device.

  It's disappointing to hear that the device stopped working after just a few days of use and that you've faced challenges in reaching out to My Derma Dream for assistance.

  I appreciate your effort in trying to provide evidence of the issue by submitting a video, despite the difficulties you faced in doing so.

  It's frustrating to encounter technical difficulties compounded by communication issues.

  I've noted your urgency in resolving this matter, especially with the impending deadline for the return process.

  I understand that you've reached out to PayPal for assistance, and it's good to hear that they are involved in helping with the return process.

  I've sent you a direct email with return instructions to ensure that you can proceed with the return promptly.

  Please let me know if there's anything else I can assist you with during this process.

  
  Best regards,

  ******

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the MyDermaDream on November 13, 23. I paid $221.85.Never heard a word from the company about any delays and this was a Christmas gift. I started emailing and calling in January asking to cancel this order. They kept saying it was too late to cancel as the order was in process. During this time the price online also dropped to $68. I emailed and called weekly though March 8, 24, and kept getting the same BS answer. I no longer wanted the product and could get NO help at all through email or calls that all went to the same lady - who spoke broken English. The product arrived March 12, 24 and when I tried to return it, they denied it. This is a very fraudulent company and they DO NOT honor their guarantee. They should be banned from doing business in *******.

  Business response

  03/25/2024

  Dear ***,

  I'm sincerely sorry to hear about the frustrating experience you've had with your order for the MyDermaDream device.

  It's clear that our communication and customer service fell far short of your expectations, and for that, I apologize unreservedly.

  Your situation is certainly not reflective of the standards we strive to maintain, and I understand your disappointment, especially considering this was intended as a Christmas gift.

  It's unacceptable that you encountered difficulties in canceling your order despite your repeated attempts.

  Regarding the discrepancy in pricing and the product arriving after a considerable delay, I completely understand your frustration.

  This should have been handled more efficiently and transparently from our end.

  I want to assure you that your concerns are being taken seriously, and I've personally sent you detailed return instructions to your personal email. Once we receive the returned products, a full refund will be processed promptly.

  Again, I apologize for the inconvenience and disappointment caused by this experience.

  Please know that we value your feedback and are taking steps to ensure that similar issues do not occur in the future.

  
  If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to contact us.

  
  Best regards,

  ******

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The items ordered were:1x MicroSculpt + 3x Niacinamide-Serum @ $139 and MyoGlow Device @ $89., for a total of $228.00. I ordered them on 1.17.2024 and they were delivered 2.2.2024. The order number was ******. After trying them out, I decided I didn't want to keep them and I knew I had a 90 day trial period. I have contacted the business twice for a refund and return authorization. They indicate they can replace the items with other items. I just want my money back. I am not getting anywhere with them; therefore am filing this claim and hope you can help me.

  Business response

  03/21/2024

  Dear ****,

  I apologize for the inconvenience you've experienced in trying to obtain a refund for your recent purchase.

  Your satisfaction is of utmost importance to us, and I understand your frustration with the process.

  I want to assure you that your request for a refund has been received and action has been taken.

  As of March 20th, return instructions have been sent to your email address to facilitate the return of the items you no longer wish to keep.

  Please check your inbox, including any spam or junk folders, in case the email inadvertently ended up there.

  Once we receive the returned items according to our return policy, we will promptly process your refund for the total amount of $228.00.

  If you encounter any further difficulties or have any questions regarding the return process, please don't hesitate to reach out to us directly.

  We are here to assist you every step of the way and ensure a smooth resolution to this matter.

  
  Thank you for bringing this to our attention, and we appreciate your patience and understanding as we work to resolve it promptly.

  
  Best regards,

  ******

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased this device after seeing good reviews on their site. After placing order I decided to look up all reviews and found BBB's and others, I then sent an email asking for it to be canceled. I did not receive a response, sent several more, still no redone. I then began chatting with them through ********* and was told to just deny delivery and they would refund me. They have quit communicating with me. Package did arrive, but it is a $10 product they are selling for a high price. I will send it back to address in CA.

  Business response

  03/20/2024

  Dear ******,

  I am truly sorry to hear about the inconvenience you've faced regarding your recent purchase.

  Your satisfaction is important to us, and I apologize for any frustration this situation may have caused.

  I understand your concerns and regret any miscommunication or delay in addressing your request to cancel the order.

  Please accept my sincere apologies for the lack of response and assistance you've experienced.

  To rectify this issue, I have attached a return label to this email.

  Once we receive the returned item, we will process a full refund for your order.

  I truly appreciate your patience and understanding as we work to resolve this matter.

  If you have any further questions or concerns, please feel free to reach out. We are here to assist you in any way we can.

  
  Thank you for bringing this matter to our attention, and I apologize again for any inconvenience you've encountered.

  
  Best regards,

  ******

• Initial Complaint

  03/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order np. ******, ordered on March 9, 2024 and received on March 13. It does not turn off and it does not beep at all. I tried 50 times to contact their customer service and the phone rang forever and then i was cut off! It is a total frustrating disgrace. I want my money back. I didn't even use it. Im sending it back today, March 15. Thank you.

  Business response

  03/15/2024

  Dear ******,

  We sincerely apologize for the frustration and inconvenience you have experienced with your recent purchase of Order #******.

  We understand the importance of resolving this matter promptly and ensuring your satisfaction.

  We sincerely regret the difficulties you encountered in attempting to contact our customer service team.

  We acknowledge the high volume of calls we have been receiving, which has unfortunately caused delays and difficulties in reaching us. Please accept our sincerest apologies for any inconvenience this has caused.

  We're glad to inform you that we have received your request for a return and have initiated the return process for the faulty device.

  We understand that you have sent it back to us today, March 15, and we will promptly process your refund once the package is received and inspected.

  Rest assured, you will receive a full refund for the product as soon as possible.

  
  We truly appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please feel free to reach out to us, and we will be happy to assist you further.

  
  Thank you for your cooperation, and we apologize once again for any inconvenience caused.

  
  Warm regards,

  ******

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order #US-251212 - $139.00 I came upon MyoGlow through instagram and clicked on the link to My Derma Dream. I read through the endless info and started to input my info to order the device. I had input my credit card info but had NOT submitted the final info to make the purchase when I thought better of it and exited out to go DIRECTLY to the website, not through instagram. I distinctly remember the page I was on stating something to the affect of "sale is not final til you press submit" or something to that affect. Which I never did. I left the page, and googled My derma Dream instead. I DID order from the website this time, pushed the appropriate button to finalize the sale. I then opened my email to find that the FIRST transaction that I had been doing actually DID go through. Despite me not finishing it. And, the second one went through as well. So now I had been charged for TWO devices! I immediately emailed them back and said whoah whoah whoah I did NOT authorize this purchase! Please cancel it. They did not respond. Then I went back to the website and read their cancellation policy which states "order cancellations and changes can be initiated within 59 minutes of purchase. Simply contact *************************** for assistance. According to my email timestamps, I had requested the cancellation within 40 minutes of the sale. Plenty of time. I emailed them again the next day. No response. I went to their website looking for the phone number and none was listed. I then clicked on "get help now" to do a LIVE CHAT. I have sent messages there 03/07 and 03/12 and have had NO response. I would like a FULL refund and not be expected to pay shipping to return the product since this was NOT my fault. order #US-251207 - $107.10 This is the second one I ordered. Based on my above experience, I DO NOT want to keep this product at all. Its unused. I feel like it's a scam. Both of the devices are unused and in their boxes so I can easily send back.

  Business response

  03/15/2024

  Dear *****,

  We sincerely apologize for the inconvenience and frustration you have experienced with your recent orders from My Derma Dream.

  We understand the importance of resolving this matter promptly and to your satisfaction.

  After reviewing your detailed explanation of the situation regarding orders #US-251212 and #US-251207, we completely understand your concerns and want to assure you that we are committed to resolving this matter in the best possible way.

  Regarding the first order, we acknowledge the confusion that arose from the accidental submission of your credit card information without finalizing the purchase.

  We understand your reluctance to keep the product due to the previous experience. We apologize for any inconvenience caused, and we will gladly accept the return of the unused device for a full refund. To facilitate this process, we have attached a return label to this email. Please use this label to return the product, and once received, we will promptly issue a full refund.

  We understand your frustration with the lack of response to your emails and live chat messages.

  We sincerely apologize for the delay and assure you that we are actively working to improve our customer service response times.

  We truly appreciate your understanding and patience throughout this process.

  If you have any further questions or concerns, please feel free to reply to this email, and we will be more than happy to assist you further.

  
  Thank you for bringing this matter to our attention, and we apologize once again for any inconvenience caused.

  
  Warm regards,

  ******

  Customer response

  03/23/2024

   
  Complaint: 21436268
  
  I am not necessarily rejecting the response. But I am frustrated still  because I have emailed the company AGAIN 3 times this week and heard nothing. I mailed back the product on 3/16, it was received 03/21. I want to ensure that I get my refund. Didnt want to close out this case until its resolved. 
  
  Sincerely,
  
  *********************

  Business response

  03/26/2024

  Dear *****,

  Thank you for bringing this to our attention, and I sincerely apologize for any inconvenience caused by the lack of response to your recent emails.

  We understand your frustration and want to assure you that resolving this matter is our top priority.

  I'm pleased to inform you that we have confirmed the receipt of the returned package on 03/21.

  As such, I have promptly processed the refund back to your original payment method. Attached to this email, you'll find the proof of refund for your records.

  Please rest assured that we are committed to ensuring that you receive the refund you're rightfully owed, and we won't consider this case resolved until you're completely satisfied with the outcome.

  If you have any further questions or require additional assistance, please don't hesitate to reach out.

  We're here to help in any way we can.

  
  Thank you for your patience and understanding.

  
  Best regards,

  ******

  Customer response

  03/28/2024

   
  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. ↩