ComplaintsforMy Derma Dream

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my order and used the device once but it was EXTREMELY painful. I used the chat feature the same day and was asked if I had metal implants in my face and/ or metal fillings in my teeth- which the answer was yes to both. At that point was told this device was not recommended if either of these were present. I told the chat representative that I would need to return but I have received the run around and have NEVER been able to speak to a live person. I have chatted, emailed, texted and called for a month!! They don't ever respond or pick up the phone. Their website says you can return, no- questions asked for 90- days! I might as well have lit $159 on fire, at least it would have kept me warm for ***** seconds. Obviously, any contraindications SHOULD BE POSTED ON THEIR WEBSITE!! I would have never ordered had I known. This company is nothing but a scam and I can't believe they are able to continue to sell this junk device! PLEASE SAVE YOUR MONEY AND DO NOT ORDER ANYTHING FROM THEM!!!

  Business response

  10/20/2023

  Thanks for raising the issue and sorry for the unclear contraindications on the website. I'm glad to confirm that your refund was successfully processed on May 30th. If anything else comes up contact us for assistance at *************************** (available 24/7) or call us at *************** (operating hours: 9 am-5 pm EST).
  
  Previously we were working with an agency, and clearly, it was a nightmare. Sorry that we let this happen to you! We've gone in house with our c/x team and are under new management! Also, these days we proudly have a VERY low response time. Probably some of the fastest in the industry - so if you do email or call expect to hear back from us in the same day!
  
  Additionally, the pain you're feeling did happen to a small portion of people who tried MicroSculpt... mostly those with metal implants. this is why we advertise this in the *** of the manual & website & all staff are aware of this! You may have missed this when buying. But, that said, what should have happened is an immediate return + refund!

• Initial Complaint

  05/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered on April 11th. Received April 17th. Emailed about at return on April 29th, i have not gotten any reply. I have called and am disconnected every time. I have also text with no reply.I simply want to return the product for a refund.

  Business response

  10/20/2023

  So, it looks like refund was successfully processed on June 23rd. However, it shouldn't have taken that long. We had a C/X agency playing these HORRIBLE games with customers. Our team didn't realize it until it was too late. The amount of people complaining on BBB says it all. Thus, we fired them ASAP! We're now internal with our C/X & under new management, so if you still haven't received you refund for some reason, please contact us *************************** (available 24/7) or call us at *************** (operating hours: 9 am-5 pm EST).

  Customer response

  10/24/2023

   
  Complaint: 20013623
  
  I am rejecting this response because: I have not received a refund. 
  
  Sincerely,
  
  *****************************

  Business response

  12/26/2023

  Dear *****,

  Were truly sorry to hear about this. Its never our intention to disappoint a customer, and we sincerely apologize for any inconvenience caused. 

  Upon thorough investigation, a refund was already processed for you on June 24, 2023. I attached here the proof of refund for your reference. Please check all the details of your account and use the Acquirer reference number to check with your bank. Please note that the refund processing timeframe depends on your bank. Please verify with them. If possible, show us a proof from your bank that no refund was received. Rest assured that we are here to assist you in resolving this concern, thank you.

  Best regards,
  Joy | My Derma Dream - ***************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a microcrrent device that will not work. Tried to contact business...do not answer calls or put u on hold and never answer. Has 90 day money back guarantee but they cannot be contacted!

  Business response

  10/20/2023

  Your refund was processed on June 27. If, for any reason, you haven't received the refund, please don't hesitate to contact us at *************************** (available 24/7) or call us at *************** (operating hours: 9 am-5 pm EST).
  
  I completely understand your frustration regarding the challenges you've faced while attempting to reach out to us about your microcurrent device. If the device didn't perform as expected, it was probably due to our customer service members not educating you properly. For some individuals, Microcurrent requires more than just a serum. First, it needs thoroughly cleansed skin, using a water-based cleanser to remove oils. As well, it needs to be significantly well-hydrated. Thus, we've started recommending to those who can't feel the effect use Aloe as a mask for 10 minutes, remove it, and use ********** as a conductor. It's not only great for the skin but also contains electrolytes, which the skin may be lacking.
  
  Additionally, the person you previous talked to was promptly fired. You even specifically told them "I'm going to write a bbb review" and yet they still didn't help you. Sorry this happened!
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 21, 2023 I returned an item to this company and provided the tracking information. I was advised that all approved refunds would get processed within 14 days of arrival at the warehouse. The item was received in their warehouse at the addressed they provided on March 28. I then followed up on April 12. I was told that they had just received the confirmation from the warehouse and that they had forwarded my refund request to the relevant department and that it was currently under review. Within 3-5 business days, once approved, I would receive a separate email from my payment institution.No such email has been received. I have followed up with them and they are no longer answering my emails. I have read reviews online that this company has done this to a LOT of people. If this was a case of only a few dollars I would not worry about it but this was over $200. I want my money back. I returned the item in its original packaging with everything it came with, as directed. I was promised a refund and have not received it.I have attached the emails to this complaint.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a product from My DermaDream. When I opened the box and read through the warnings that cautioned use of product if you have heart disease, I immediately packed it back up, contacted customer service to ascertain address for return, and returned the brand new product to DermaDream. Long story short, the first address was not correct, it was sent back to me. I then received from customer service a ******, ** address that I sent return to. I have been trying to get my refund for more than a month now. I have the tracking number and have contacted them several times with proof of delivery. They have yet to confirm receipt, even though I have the tracking evidence that it was received in ******, ** by ******* on April 4. They do not return phone calls and they are not responding to emails. Very frustrated w/this company.

  Business response

  10/20/2023

  Sorry to hear about the health issue! yes, we explain this on our website that you shouldnt use it with heart disease. Granted, you can always talk with a doctor to see if Microcurrent is ok for you.
  
  As for the address, I see that was an issue due to human error. We now have emails in place to check in so that customers double check the info they put in is correct.
  
  Lastly, you should not have had to wait a full month to get a return. At most maybe 14 days after you hand it over to USPS.
  
  The problem is, previously, since were a small company, we had a c/x agency in charge of returns & c/x... and wow were they BAD! Just look at all the 1 star we had on BBB. Thankfully that's changing and our rating is going up dramatically. That's because we now have an internal C/X team & are under new management. We're solving these problems FAST so it never happens to people like you again.
  
  Thankfully it looks like your refund was processed on June 9th (I've added the recipe to the internal BBB so you should see the proof in there). please contact us if you still didn't receive it for some reason *************************** (available 24/7) or call us at *************** (operating hours: 9 am-5 pm EST).
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Derma Dream micro sculpting device from ********************** on March 2, 2023 for $159.00. Invoice # Invoice # *****. I contacted the company at the email provided on March 26, 2023 requesting an authorization to return the product per their 90 day return policy advertised. As of today, April 6, I still have not received any return instructions. I'm being given the run around. Any help you can give will be appreciated.

  Business response

  12/26/2023

  Dear *****,
  
  I'm so sorry that your experience with us fell short of expectations. I totally understand the concern you had about having this issue with the instant results. All people have different skin types and issues, and treatment result timeframe will also vary. Once again, my deep apologies that you are not satisfied with our product.
  
  To show you our commitment to excellent customer service, I immediately processed a refund of your order. Also, need to return the item to us.  Attached here is the proof of refund. I hope that this solution fulfills your expectations and helps clear any negative image you might have had about our products and customer service.
  
  Sincerely,
  Joy | My Derma Dream - ***************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: February 6, 2023 Amount: $143.95 Business Committed to provide me a 90 day risk free trial period, no questions asked Nature of dispute: Reimbursement of funds The business only told me that my desire to return my product is under review by the appropriate department. When asked about their 90 day guarantee, they told me something other than what is on their website. They told me that it is only for unused, in complete packaging yet, their website specifically claims otherwise. Copied and pasted directly from their website please read below:Q & A section:Does it come with a money-back guarantee?Absolutely! You have 90 days to try it RISK-FREE. If youre not thrilled with the overall facial sculpting and contouring effects, youre invited to contact us for a refund, no questions asked! Order Tracking Number: ********************** I have followed up on six different occasions, the last one being on February 26 in which they claimed Id hear back from their claims department within ***** hours. Still nothing. False representation, failure on their end to follow through with their promises has led me to seek assistance from the Better Business Bureau and to hope that other businesses dont get away with taking advantage of honest customers.

  Business response

  10/20/2023

  Hey, sorry this happened to you! initiate a refund for the full amount of $143.95 (see the internal BBB message for your receipt)
  
  That said, what the heck is a "internal review" for refunds?! It's absolute b.s. Our policy is to learn the issue, help & offer alternatives... if all fails give a return. That should happen in 1-2 messages minimum.
  
  Unfortunately, you, like many here, were victim to the C/X agency we hired. Their behavior was uncalled for. Their coverups knew no bounds. And until we really started investigating them, did we realize how many people they screwed over. I'm sorry this ever happened to you. We're now working under new management + has a team of train professionals work in c/x full time. Thus, we now have 24/7 coverage and 1-on-1 skin consultation pros 9-5 Mon-Friday.
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am trying to cancel my subscription and cancel any reoccurring billing and the corporation is refusing to do so. I want my canceled order refund immediately.

  Business response

  10/20/2023

  Rebilled shouldn't be hard to cancel. It's a click of a button and easy to ask for. When we set it up be guaranteed that it would be easy to cancel. BUT because we worked with a C/X agency... for some reason they decided to give you the run-around instead of trying to help you. We wanted them to save sales. What business doesn't. But instead of trying to educate or making things right, they just jerked you around. Thankfully they are long since fired & we're now working in house + are under new management - which is why our reviews are going into the 5 stars on BBB now.
  
  That said, it looks like your refund was processed on March 7th. If you still didn't receive it for some reason *************************** (available 24/7) or call us at *************** (operating hours: 9 am-5 pm EST)."

  Customer response

  10/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this item not knowing from other reviews that you should not use with dental fillings. I reached out to the My Derma Dream and requested to cancel the item. They said you only have 59 minutes to cancel. They said they would offer me several other items but did not offer a return. When I mentioned their 90-return policy. They accepted that if I received the item, I would get a full refund. Minus shipping as long as the item was not used. It took several weeks to receive the item. Once i did receive the item. I reached back out to them. I had to send pictures of the unopened package. They said I would receive a full refund minus shipping and minus a 30% restocking fee, I told them that their website states there is no restocking fee. They said that their website is going under changes and sorry for the confusion. I stated that you can't just make stuff up as you go along. I have several emails stating I would receive a full refund and I have screen shots from the website about no restocking fees. This company is misleading and does not stand behind their guarantee. I feel scammed as a consumer. I told them that I felt I was being scammed and I would be reporting them to my bank and the BBB. They had no remorse about their lies.

  Business response

  10/20/2023

  That said, Im here to confirm that your refund was successfully processed on October 3rd. If you have any more questions or concerns, please don't hesitate to contact us at *************************** (available 24/7) or give us a call at *************** (operating hours: 9 am-5 pm EST).
  
  Sorry for any confusion regarding the contraindications on our website! You're right. If we stated it was a full refund & 59 minutes to cancel our team should have given this to you properly. Who cares if the website is being updated! After looking into your case, it looks like you talked with the agency we previously were working. We've since let them go and gone fully in house with our Customer Service.
  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 2 products from this company 1/1/2023. They contacted me 2 weeks later to ask if I had received the product. I said no and at that point I asked if I could cancel the order. They asked if I would like a replacement product shipped and I said no and to just cancel the order. They reshipped another order anyway. Once I received the order I contacted them immediately by email to let them know I wanted to return the order and asked them to send instructions on how to complete the return. I read in online reviews that the product does not work as expected and decided at that point I did not want to keep the product. I never used it. I contacted them 10 times by email requesting information on how to complete the return. I also called and reached someone who said he would send me instructions in an email on how to complete the return. I never received and email from him or the company with instructions on how to complete the return. Each time I emailed the company the company responded by requesting more information on why I wanted to return the product, offered replacement products, asked me to videotape myself using the product (their return policy states they only accept unused products in original packaging), and they also told me twice that my return was under review for 3-5 days. The first time they told me this they said they will refund me $228 (paid a total of $258) but that my return will be under review for 3-5 days. After 5 days I was never contacted with retrun instructions. Their policy states that unused products can be returned within 90 days of purchase and at this point I believe they are dragging this out so that the 90-day **** is reached and I will not be able to return. This company is fraudulent and I have filed a report with my credit card company to reverse the charges from MyDerma immediately.

*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. ↩