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Business Profile

Skin Care

Rich & Clear Skincare Co.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skin Care.

Complaints

Customer Complaints Summary

  • 36 total complaints in the last 3 years.
  • 27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/04/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 ordered a product from this business on March 6th and a shipping label was created on March 10th but the product was not sent to the **************. The tracking number states: **** doesnt have possession of the package yet. Estimated delivery date will be available as soon as we get the package." I have reached out to the company for an update on shipping but keep getting the runaround. I asked for a refund and they will not honor it. I just simply want a refund after waiting about a month for the product.Tracking Number: 1ZV9J0340333454353 Order number from company: #********

    Business Response

    Date: 04/19/2025

    First and foremost, we would like to sincerely apologize for the delay, the frustration youve experienced, and our lack of response at the time of your original complaint. There is no excuse for leaving you waiting this long without proper resolution, and were truly sorry for how this was handled.


    Weve recently undergone a major shift in how we handle customer service and fulfillment, and part of that includes reviewing all past complaints to make things right. Your situation is not taken lightly.


    Regarding your order (#********) and tracking number (1ZV9J0340333454353), it appears the shipping label was created but the package was never properly handed off to **** That is completely our fault, and we take full responsibility for the breakdown in communication and fulfillment.


    At this time, we would like to issue you a full refund immediately. If you have not yet received it, please contact us directly at ***************************************** with the subject line BBB REFUND FOLLOW-UP Order #********, and we will prioritize your case.


    Were committed to turning over a new leaf and restoring trust. Thank you for your patience, and we hope to earn the opportunity to serve you better in the future.

    Customer Answer

    Date: 05/02/2025

     
    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:03/27/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 ordered skin care products online from **** and Clear company and I havent get my order. I tried to reach out to them through email but the emails keep bouncing back. Phone appears to be disconnected.

    Business Response

    Date: 04/19/2025

    Were deeply sorry for the experience youve had and the lack of communication from our team. Your order should have been delivered in a timely manner, and the issues with our email and phone support at the time are unacceptable. Weve since made major changes to improve customer service and are working through past complaints to make things right. Were issuing you a full refund immediately. If you do not receive it within a few business days, please contact us directly at ***************************************** with the subject line BBB REFUND FOLLOW-UP Missing Order. Thank you for your patience, and again, we sincerely apologize for the inconvenience.

    Customer Answer

    Date: 05/02/2025

     
    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:03/14/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Placed an order online Janurary 1, 2025 for 2 full size products, and a travel kit with 4 products in it. I never received any part of my order, nor has the business responded to my emails.

    Business Response

    Date: 04/19/2025

    Thank you for bringing this to our attention, and were truly sorry for the long delay in response. We reviewed your order and can confirm it was never properly fulfilledthis is completely unacceptable, and we take full accountability. As part of our renewed commitment to better service and transparency, we are issuing you a full refund immediately. If you do not see it reflected within a few business days, please reach out to us directly at ***************************************** with the subject line BBB REFUND FOLLOW-UP Missing Order and well make sure its resolved without further delay. Thank you for your patience, and again, we apologize for the inconvenience.


    Customer Answer

    Date: 04/29/2025

     
    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. Although, as of today, April 29th, my account does not reflect a refund. I will continue to monitor. 

    Sincerely,

    ******* ****

  • Initial Complaint

    Date:03/08/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 ordered my product on 11/29/2024. I have emailed multiple times with no response.

    Business Response

    Date: 04/19/2025

    We sincerely apologize for the lack of communication and the delay in getting your order to you. This is not the experience we want our customers to have. Weve recently made major improvements to our customer service and fulfillment processes, and were actively working to resolve outstanding issues like yours. We are issuing you a full refund right away. If you do not see it within a few business days, please email ***************************************** with the subject line BBB REFUND FOLLOW-UP Missing Order and well make sure its handled immediately. Thank you for your patience, and again, we truly apologize.


    Customer Answer

    Date: 04/21/2025

     
    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:02/06/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 ordered products from this company on December 4th. Its now February 6th and I still have not received my order. I have been emailing and trying to get in contact with someone regarding my order and I have not been able to get a response for the past month. Im getting the same email saying my order has been packaged and shipped for the past month but *** says they have not received my package. Shipping on their website says 6-9 days and its been over two months and still dont have my order. Many people have also said they ordered over 3-4 months ago and still havent received their orders.

    Business Response

    Date: 04/19/2025

    We sincerely apologize for the lack of communication and the delay in getting your order to you. This is not the experience we want our customers to have. Weve recently made major improvements to our customer service and fulfillment processes, and were actively working to resolve outstanding issues like yours. We are issuing you a full refund right away. If you do not see it within a few business days, please email ***************************************** with the subject line BBB REFUND FOLLOW-UP Missing Order and well make sure its handled immediately. Thank you for your patience, and again, we truly apologize.

    Customer Answer

    Date: 04/21/2025

     
    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:01/30/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 never got my order they never email me with my tracking number or anything I been contacting them they have yet to respond and many others are going through the same thing I wnat my refund they are a scam

    Business Response

    Date: 04/19/2025

    We sincerely apologize for the lack of communication and the delay in getting your order to you. This is not the experience we want our customers to have. Weve recently made major improvements to our customer service and fulfillment processes, and were actively working to resolve outstanding issues like yours. We are issuing you a full refund right away. If you do not see it within a few business days, please email ***************************************** with the subject line BBB REFUND FOLLOW-UP Missing Order and well make sure its handled immediately. Were eager to get this resolved for you as soon as possible so we can close out your case and move forward on a better note. Thank you for your patience, and again, we truly apologize.

    Customer Answer

    Date: 04/21/2025

     
    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:01/04/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    - Transaction date is August 4th 2024 - Amount of money paid is $102.00 - The business was to provide skin care products. - The nature of the dispute is that I never received my products. - Despite me reaching out to the business, they have not responded to my concern.

    Business Response

    Date: 04/19/2025

    Were genuinely sorry for the inconvenience youve experienced, and we understand how frustrating it must be to feel ignored after placing your order. This isnt the level of service anyone deserves, and were here now to take full accountability.

    Rich & Clear is currently under new management, and part of our transition includes taking ownership of past issues and making them right. Weve built a dedicated team focused solely on resolving old complaints, and your case is one we want to take care of immediately.

    A full refund is being issued right away. If for any reason it doesnt show up within a few business days, please reach out to us directly at ***************************************** with the subject line BBB REFUND FOLLOW-UP Missing Order. Well make sure your case is handled as a priority.

    Thank you for your patiencewere working hard to earn back the trust of every customer and close out these unresolved matters with care and urgency.

    Customer Answer

    Date: 04/22/2025

     
    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:09/28/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    8/7 - Placed an order for $163.50 (huge sale on their site). 8/8 - Received an email confirmation that my products were on the way. 8/27 - Contacted them at ***************************************** regarding my order and received an auto reply stating I would receive a response in ***** hours. 9/9 - Sent another order inquiry to the same email listed above and received the same automated response. 9/16 - Sent an URGENT email to the same support email address which bounced back as address cannot be found 9/16 - Sent an email to ***************************************** Message did not bounce back as undelivered or address cannot be found. No auto response message was received. 9/17 - Sent a second email to **************************************** with no bounce back or auto message stating when they would get back with me. 9/28 - Sent another email to **************************************** with no bounce back. This company has not followed up with me and it appears they are scamming. They continue to advertise their products, offer discounted or free shipping, send messages regarding products being back in stock, but these are the same products that are in so many of our orders. Other customers have complained on their social media pages about not receiving orders, yet they continue to push their products to customers knowing they have no intention of shipping. Thats straight up theft by deception.I demand a reply from the company as to why my products havent been shipped and expect for them to be shipped within 3-days of receipt of this complaint or refund me the funds paid within 3-days of receipt of this complaint.

  • Initial Complaint

    Date:09/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ordered back in June and here it is September still havent got my order I call and no one answers just a machine this is so unprofessional and I feel ripped off at this point I just want my money back.

    Customer Answer

    Date: 10/16/2024

    Hi, 

    Ive been trying to reach out myself and still havent heard anything this is so unprofessional and its like they just took my money and ran off with it, its been months something has to be done about this. Thank you again for reaching out! 

  • Initial Complaint

    Date:09/10/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 order products from this business and I never received the products. They provided me with a tracking number;however, according to the **** postal service the tracking number they provided was addressed to another customer which is why I never received the products although it shows delivered. I called and emailed the company and only received an automated email response saying someone would contact me in ***** hours; however, I have never been contacted by the company and never received the order that I placed in May 2024, it is now September 2024.

Rich & Clear Skincare Co. is NOT a BBB Accredited Business.

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