ComplaintsforInova Cosmetics

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I purchased this hair darkening soap, that absolutely did not work.March 1st, through paypal, I spent $69.I repeatedly tried to call and write through their web site portal, regarding a refund.No one answered calls, and no e mails were sent back to me, until months later out of the blue, seeming like some auto response kind of e mail, saying my order was shipped.I kept e mailing over and over again, explaining how unsatisfied i was with their product. they have a policy to refund money, if not satisfied with the product, but with no one picking up the phone, nor answering e mails, it seems like this is a fraudulent business. i did finally get a response from someone, telling me to send back all the unused product, which i did. they asked me for a tracking number. i sent the tracking number **********************, showing it was received on October 30th, to the address they provided me to send it to.after repeatedly asking when the refund was coming, i get automated e mails back, claiming my order has shipped to me, not answering my e mail. they did acknowledge last week, they would update me, forwarding a request to their refund department. they have responded to me in e mails, my case has been closed, making no sense. Please help me with my refund, and exposing these unprofessional interactions. I have a chain of e mails backing up everything i am conveying, as well as the tracking number i provided. Thank you.

  Business response

  12/15/2023

  To whom it *** concern, 

  I would like to pass on our sincere appreciation for your help.

  Regarding to the customer's claims; The customer agreed that we do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free and that we do not warrant that the results that *** be obtained from the use of the service will be accurate or reliable. According to the delivery date which was on March 9, 2023, the customer exceeded the 30 days we offer as guarantee period. Therefore, when the customer opened paypal case, and after we shared the evidences the paypal decided to close the case for our favor as the customer was already exceeded the guarantee period we offer.

  Thank you in advance.

• Initial Complaint

  09/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I PURCHASED A BODY WASH ADVERTISED OFF OF SOCIAL MEDIA AND HAVE NEVER RECIEVED TRACKING OR SHIPMENT DETAIL... OR THE ITEM!!!!!!!IT WAS A ***** CHARGE ON MY DEBIT CARD... I WANT AN EMAIL *************** AND A REFUND *********************** *************)

  Business response

  11/03/2023

  We investigated the customer dispute.

  The customer was placed on 12.09.2023 for a 4-month supply of Showage, shipped by USPS, its tracking number was 92612903031334543400559409. 
  The customer item was delivered at the front door or porch at 11:24 am on September 27, 2023 in *************, ** 73112.
  
  According to the payment details attached here, the used information is the same as the customer's information, the full name, and the address.
  According to the attached documents the customer placed the order with his/her knowledge and the item was received on September 27, 2023.
  
  The customer purchased this product on  September 27, 2023, for a 4-month supply of Showage the ***** AGING SHOWER GEL, and expressly agreed that his/her use of, or inability to use, the service is at his/her sole risk. 
  The service and all products and services delivered to him/her through the service are (except as expressly stated by us) provided 'as is' and 'as available' for his/her use, without any representation, warranties, or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
  Accordingly regarding the refund policy that was agreed to the customer exceeded the guarantee period we offer which is 30 days from the date of receiving the item.

   

  Business response

  11/03/2023

  We investigated the customer dispute.

  The customer was placed on 12.09.2023 for a 4-month supply of Showage, shipped by USPS, its tracking number was 92612903031334543400559409. 
  The customer item was delivered at the front door or porch at 11:24 am on September 27, 2023 in *************, ** 73112.
  
  According to the payment details attached here, the used information is the same as the customer's information, the full name, and the address.
  According to the attached documents the customer placed the order with his/her knowledge and the item was received on September 27, 2023.
  
  The customer purchased this product on  September 27, 2023, for a 4-month supply of Showage the ***** AGING SHOWER GEL, and expressly agreed that his/her use of, or inability to use, the service is at his/her sole risk. 
  The service and all products and services delivered to him/her through the service are (except as expressly stated by us) provided 'as is' and 'as available' for his/her use, without any representation, warranties, or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
  Accordingly regarding the refund policy that was agreed to the customer exceeded the guarantee period we offer which is 30 days from the date of receiving the item.

   

  Business response

  11/07/2023

  We investigated the customer dispute.

  The customer was placed on 12.09.2023 for a 4-month supply of Showage, shipped by USPS, its tracking number was 92612903031334543400559409. 
  The customer item was delivered at the front door or porch at 11:24 am on September 27, 2023 in *************, ** 73112.
  
  According to the payment details attached here, the used information is the same as the customer's information, the full name, and the address.
  According to the attached documents the customer placed the order with his/her knowledge and the item was received on September 27, 2023.
  
  The customer purchased this product on  September 27, 2023, for a 4-month supply of Showage the ***** AGING SHOWER GEL, and expressly agreed that his/her use of, or inability to use, the service is at his/her sole risk. 
  The service and all products and services delivered to him/her through the service are (except as expressly stated by us) provided 'as is' and 'as available' for his/her use, without any representation, warranties, or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
  Accordingly regarding the refund policy that was agreed to the customer exceeded the guarantee period we offer which is 30 days from the date of receiving the item.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered this product on April 12, 2023. I received the product and tried it, it burned my skin after trying a test spot. It was also very runny and thin. I contacted the company on April 24, 2023 about the problem. They wanted pictures and video of the product and I sent this quickly. I have been patient and waiting for a response and they have closed the ticket on this twice and I have said this is not resolved. They have a 30 day guarantee and I am wanting my money back, they are very rude and not responsive. I feel they are trying to wait until the 30 days is up and then are not wanting to refund me as they have closed my email ticket. I will forward any and all emails you would need I have sent and received.

  Business response

  11/05/2023

  According to the refund policy that the customer agreed to while placing the order, the customer is unapplicable for a refund. 

  Customer response

  11/06/2023

  I do not see why a refund is not applicable, I notified them in time, and I still have this product to return still waiting for a response from them, as they always ignored my emails. I just want my money back, this is an awful company.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased 4 units of soap cover for $70 and used as directed with no results. Was instructed via the companys return emails to send back and paid to ship back providing the following as requested to Inova cosmetics. Sent via **** on January 18 Tracking # ********************** Package was received prior to February 1st and never got confirmation that they received it until I checked tracking. I just keep getting an email saying the ticket is closed and resolved but have not received any kind of refund or information whatever. **************** is bogus and the product should not be sold with a 30 day money back promise if it didnt work. I have about 25 emails back and forth with no avail. And have not heard back since my last two emails over a week ago. Thanks for any help.

  Business response

  03/01/2023

  There Are Certain Situations Where Only Partial Refunds Are Granted: (If Applicable)
  * Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  * Any item that is returned more than 30 days after delivery
  
  Sale Items (If Applicable)
  Special sale bundles cannot be partially refunded. If a refund is requested as per our 30-day money back guarantee policy for a special sale bundle, all the items in the bundle must be returned for a full refund. 
  Refunds (if applicable)
  Once your return is received in our warehouse, we will send you an email to notify you that we have received and inspected your returned item. We will also notify you of the approval or rejection of your refund.
  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

   

  Please note that shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

  Customer response

  03/06/2023

   
  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

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Writing to file a complain and request a product refund. Below are details of the transaction and communications. 1/5/23 - Order placed at ***************************************** week of 1/16/23 - Product received, did not meet quality or product expectations week of 1/16/23 - Chatted with customer service via above link, instructed to insert receipt in box and mail back at our own expense to ***** address. Shipped back via **** 1/25/23 - Return shipment received, *** tracking # 1Z87R64Y0315870235. Chat stated would receive email once received and return is being processed 2/4/23 - Chat with customer service, said to email ************************** Sent full info and received generic "We will inform you about the process of the issue you mentioned as soon as possible." response. They they re-requested product ordered, receipt, and tracking # for the third time. 2/5/23 - Received email stating "Issue resolved and being closed out" email. Issue not resolved and no refund has been issued. Replied again to **********rkulmedical and no response received. 2/7/23 - BBB.org complaint filed, requesting full refund of $69.99 via original payment method. Also would like to warn future customers of poor product quality, process, transparency and seemingly unprofessional organization with multiple names and parent companies. Thank you so much and please advise on next steps or any further documentation needed.

  Business response

  02/07/2023

  Hello,

  The customer was refunded according to our refund policy.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I accidentally placed an order on 12/16/2022 for $37.00. I immediately requested a cancellation and was promised a refund within 10 business days. I was never shipped any product or refunded. I have demanded a refund a total of 8 times now. I am furious and this business needs to be reprimanded as well as refund me my money.

  Business response

  01/26/2023

  The customer was fully refunded

  Customer response

  01/26/2023

   
  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

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Their website:Once your return is received in our warehouse, we will send you an email to notify you that we have received and inspected your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Me:I requested a refund for the returned product. I have a **** tracking number.After multiple emails, I have yet to get proof of receipt or refund.I tried calling all contact numbers on website (****************************). The calls initially go thru but get disconnected so there is no way of communicating with a team representative.This is my last resort to get my refund for returned product and hold this business accountable.

  Business response

  01/26/2023

  The customer was fully refunded through PayPal

  Customer response

  01/26/2023

   
  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

  09/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for 4 tins of their product (SOAPCOVER) which they say helps with stopping gray hair. The item was shipped and I used one full box with no results. Subsequently, I contacted them and they told me to return to product to them. I shipped 3 of the tins back to them on 19th of July and the item was delivered to them on the 26th of July. I contacted them and I was told once the shipping **** confirms receipt, I will receive the refund but it has been 2 months from the date it arrived and now they have stopped replying to my emails. I have sent several emails and they have stopped responding.

  Business response

  10/08/2022

  Hello Dears,

  Thank you for giving us the chance to clarify our situation.

  The customer opened a dispute and we accepted.

  According to the acceptance of the dispute, the refund was issued.

   

  Best Regards!

  Customer response

  10/11/2022

   
  Complaint: 18132276
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************

  i checked my credit card statement going back to September 1st and there is no refund  issued. Currently I am out of the country and not able to provide any pdf proofs. I need details from the business as to when the credit was issued. Thanks 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I placed an order on 8/2/22 for products (Epify hair removal cream) for $90.00. The company has a return policy within 30 days of receipt if dissatisfied. I experienced a severe skin reaction, even though the products claim to be hypoallergenic. I contacted customer service via email on 8/18/22 and was instructed to send the products back. I was told I would be refunded. **** delivery confirmed via tracking number on 8/22/22. I have contacted the company via phone and email multiple times. They are asking for tracking number, which I no longer have. I have not been refunded the purchased order.

  Business response

  09/17/2022

  Hello Dears,
  
  Thank you for giving us a chance to answer and clarify our situation. 
  Our valued customer placed an order for 3 months supply bundle of Epify Hair Removal Cream, which comes with a free gift of Episoft Hair Inhibitor Serum. The customer placed an order on 02/08/2022. The customer's order has been shipped on 03/08/2022, it was shipped by a *** courier company with the tracking number 1ZEE6911YW37654200. According to the *** tracking page, the customer's item was delivered on Tuesday, August 09 at 2:42 P.M.
  
  While the customer placed the order through our website, the customer agreed to our terms&conditions and refund policy. 
  
  According to the refund policy, which the customer agreed to:
  
  RETURN & REFUND POLICY
  We offer a 30-Day 100% Satisfaction Guarantee or Your Money Back. Contact Us for Return Requests
  Non-Returnable Items:
  * Gift cards
  * Downloadable software products
  To complete your return, we require a receipt or proof of purchase (in most cases we are able to identify your original order via the email address or full name utilized when placing the order).
  There Are Certain Situations Where Only Partial Refunds Are Granted: (If Applicable)
  * Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  * Any item that is returned more than 30 days after delivery
  
  According to what has been shared above with you from our refund policy, and the customer's returned items which were 1 used item and 2 damaged items (Please check the attached "Return_Form"), the customer is applicable only for the partial refund, which we issued (Please check the attached "Payment").
  
  Kindly notice also that we mentioned in the refund policy that shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  
  Hope that I provided you dears with the needed evidence that helps you to clarify the situation. 

  Customer response

  09/19/2022

   
  Complaint: 18037441
  
  I am rejecting this response because I have not received the refund. I have a copy of my credit card statement above. Inova Cosmetics should have refunded the full amount and I have received nothing from them. Please see attached credit card statement with debits/credits listed for the past 6 weeks. 
  
  Sincerely,
  
  ***************************

  Business response

  10/08/2022

  Hello Dears,
  
  Thank you for giving us a chance to answer and clarify our situation. 
  Our valued customer placed an order for 3 months supply bundle of Epify Hair Removal Cream, which comes with a free gift of Episoft Hair Inhibitor Serum. The customer placed an order on 02/08/2022. The customer's order has been shipped on 03/08/2022, it was shipped by a *** courier company with the tracking number 1ZEE6911YW37654200. According to the *** tracking page, the customer's item was delivered on Tuesday, August 09 at 2:42 P.M.
  

  While the customer placed the order through our website, the customer agreed to our terms&conditions and refund policy. 
  
  According to the refund policy, which the customer agreed to:
  
  RETURN & REFUND POLICY
  We offer a 30-Day 100% Satisfaction Guarantee or Your Money Back. Contact Us for Return Requests
  Non-Returnable Items:
  * Gift cards
  * Downloadable software products
  To complete your return, we require a receipt or proof of purchase (in most cases we are able to identify your original order via the email address or full name utilized when placing the order).
  There Are Certain Situations Where Only Partial Refunds Are Granted: (If Applicable)
  * Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  * Any item that is returned more than 30 days after delivery
  
  According to what has been shared above with you from our refund policy, and the customer's returned items which were 1 used item and 2 damaged items (Please check the attached "Return_Form"), the customer is applicable only for the partial refund, which we issued (Please check the attached "Payment").
  The customer was refunded according to the returned items (Kindly check the attached "***************************-Refund Proof").
  
  Kindly notice also that we mentioned in the refund policy that shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

  Hope that I provided you dears with the needed evidence that helps you to clarify the situation. 

  Customer response

  10/11/2022

   
  Complaint: 18037441
  
  I am rejecting this response because: I was not refunded the full amount of the purchased product.
  
  Sincerely,
  
  ***************************

  Business response

  10/19/2022

  Thank you for giving the chance to response on the customer's claims. 

  The customer expressly agreed that his/her use of, or inability to use, the service is at his/her sole risk. The service and all products and services delivered to you through the service are provided for his/her use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
  
  Also, the customer agreed that we do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free and that we do not warrant that the results that *** be obtained from the use of the service will be accurate or reliable.

  And the customer agreed to "There Are Certain Situations Where Only Partial Refunds Are Granted: (If Applicable)
  * Any item not in its original condition, is damaged or missing parts for reasons not due to our error."

  According to all the above which the customer agreed to withour any force while placing the order for our product, we issued the refund.

   

   

  Customer response

  10/21/2022

   
  Complaint: 18037441
  
  I am rejecting this response because:
  I complied with the return policy and the products were received as stated in the above mentioned policy. I was not refunded the full amount of the purchased products as stated as on the companys website - which is false advertising and marketing. 

  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. ↩