ComplaintsforDS Laboratories, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am subscribed to receive a product from this business every 3 months. On July 7th, i received an email saying that my order had been fulfilled. However it has now been ******************************************** delivery date assigned to my item. When I track the shipment, it says the package was never received by **** My credit card has already been charged and the transaction posted. This business doesnt have an operable phone number for customer service. When I emailed the business mid last week they said they were going to look into it and get back with me asap. However they never got back with me with a resolution. I have emailed the business twice in the last couple of days and still no resolution and no new shipment of my order or an estimated delivery date. I received a second reply saying they will ship asap. However thats what they said last week and still my item Hasnt shipped yet .

  Business response

  07/24/2024

  On July 20th around 10:00 AM, the customer reached out to us. Our customer service team responded promptly around 11:00 AM the same day, achieving an impressive response time of just one hour.
  
  Despite our efforts to assist the customer, they failed to engage in direct communication with us. Instead, the customer continued to send screenshots of the issue without responding to our inquiries. After several attempts to communicate, our customer service agent sought approval for a reshipment, which I authorized.
  
  The tracking number for the new shipment is **1Z71E323YW93757339**, and it will be shipped out today.
  
  We believe this transcript demonstrates our commitment to providing excellent customer service. It appears there may have been some miscommunication on the customer's end, possibly due to messages being directed to their spam inbox.
  
  Should you require any further information, please feel free to contact us. The customer's new shipment is already on its way.
  

  Customer response

  07/24/2024

   
  Complaint: 22034140
  
  I am rejecting this response because:

  the information the business provided is inaccurate. I have an entire email trail  shows that I did respond but was ignored. I am unable to upload on here . Please provide me with an email to send screenshots of email trail. Also, the shipment is not on its way and its still saying that the shipment hasnt been picked up and it doesnt provide an estimated delivery date. This business has taken way too long to address this issue and hasnt taken any measures such as providing a discount or refund for an order that was promised to me over two weeks ago. As a customer I expect a certain level of accountability from a business . Even today Im still not provided with an estimated delivery. But instead I am accused of not responding to any of their emails which is clearly not true as I have proof . I will also be reporting this business to the federal trade commission for their poor customer service and business practices 

  
  Sincerely,
  
  *************************

  Customer response

  07/25/2024

  Hi ******, 

  
  

  Thank you for giving the chance to provide supporting documents showing that I actually replied to each of the business emails unlike what they claimed that they never received a reply from me. I have also attached email trails from my last shipment showing that this isnt the first time this has happened with this business. 

  
  

  Thank you 

  *******
  

  Business response

  07/25/2024

  As mentioned in our message sent yesterday, we have reshipped your order and wanted to provide you with the updated details.
  Your new order number is 549328. The tracking number for this shipment is 1Z71E323YW93757339.
  If you need any further assistance, please do not hesitate to let us know.
  

  Customer response

  07/26/2024

   
  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

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1/8/24 - I ordered some specialized shampoo and conditioner online.1/13/24 - order was delivered 1/16/24 - I requested how I can return, they asked why I'm returning and I stated b/c I am allergic to an ingredient. I had no response.1/17/24 - I sent another email to the email address they give for returns - you need to get an RMA# - No response.1/19/24 - I sent a follow up request, asking for a response - not response 1/22/24 - I sent yet another request and I heard nothing.1/29/24 - I sent them a final email - telling them that I was going to report to my credit card company and file a complaint with the better business bureau because this was terrible customer service at the very least and fraudulent in my opinion.They state they have a 7 day return window to request the **** You can not return bc you don't like the results. It also says you can't return due to allergic reactions, but I haven't had an allergic reaction, but I can't use it and it's unopened. I haven't even opened the plastic wrap and was well within my 7 day window. I would appreciate communication in some way.

  Business response

  01/31/2024

  Our team has made every effort to provide them with timely and comprehensive assistance, and we value our commitment to resolving any concerns you may have.
  Upon reviewing our communication history, it appears that our team has responded promptly to each of your inquiries, offering detailed explanations and guidance on the return process. We understand that returning a product can sometimes be a complex procedure, and we are committed to ensuring a smooth and efficient experience for our customers.
  For your convenience, I have attached the transcripts of our previous interactions, which outline the steps involved in the return process. Please take a moment to review the information provided, and do not hesitate to reach out if you have any further questions or if there is anything specific you would like clarification on.
  We want to assure you that satisfaction is our top priority, and we where dedicated to assisting them throughout the return process. If there are any specific challenges or concerns you are facing, please share them with us so that we can address them promptly and find a resolution that meets your expectations.
  It's essential for both parties to collaborate effectively to ensure a successful return process. If there are any specific reasons for the perceived difficulty or if there are additional details we need to be aware of, please let us know, and we will do our best to accommodate your needs.

  Customer response

  02/01/2024

  I have attached the 2 separate threads of email return authorization requests I made. You can actually see the email addresses in my attachments. I never received any follow up from them on instructions on how to return their product. It was not in my spam folder. They are lying and have fabricated emails about it. Wow. I can't believe it. All I asked to do was return my unopened product, the day I received it and I never heard back from them, other than once, to ask why I wanted to return and then I never heard back from them.

  Customer response

  02/01/2024

  So are they now saying that I can return it? With the information provided to the BBB, when I reached out to BBB for help? This is my desired response, is to get an RMA and return my unopened product for a refund. If they will still accept it and refund me, I will return it.

  Business response

  02/02/2024

  Hi ******,
  

  I trust this message finds you in good health. As indicated in the attached PDF, we've thoughtfully included return instructions for the package. Per our return policy, kindly note that the responsibility for return shipping costs lies with the customer, and regrettably, return labels are not provided
  
  
  "Please be aware that the cost of return shipping is the customer's responsibility, and we do not provide return labels. Furthermore, a full credit will only be issued to your account if the product is returned in an unopened condition." . 
  
  
  To ensure a full credit, it's essential for the product to be returned in an unopened condition.
  
  
  Given that we offer complimentary shipping to our valued customers, any associated return expenses are to be covered by the customer. Throughout the process, we have maintained consistent communication with her, promptly addressing all inquiries. Upon receiving the shipment, we'll promptly process the refund for the products.
  
  
  Regarding the matter of a return label, please be advised that she will need to cover those costs independently. Rest assured, we have diligently provided her with comprehensive information from the outset.
  Should you have any further queries or require additional assistance, feel free to reach out.

  
  

  Business response

  02/02/2024

  Hi ******,
  

  I trust this message finds you in good health. As indicated in the attached PDF, we've thoughtfully included return instructions for the package. Per our return policy, kindly note that the responsibility for return shipping costs lies with the customer, and regrettably, return labels are not provided
  
  
  "Please be aware that the cost of return shipping is the customer's responsibility, and we do not provide return labels. Furthermore, a full credit will only be issued to your account if the product is returned in an unopened condition." . 
  
  
  To ensure a full credit, it's essential for the product to be returned in an unopened condition.
  
  
  Given that we offer complimentary shipping to our valued customers, any associated return expenses are to be covered by the customer. Throughout the process, we have maintained consistent communication with her, promptly addressing all inquiries. Upon receiving the shipment, we'll promptly process the refund for the products.
  
  
  Regarding the matter of a return label, please be advised that she will need to cover those costs independently. Rest assured, we have diligently provided her with comprehensive information from the outset.
  Should you have any further queries or require additional assistance, feel free to reach out.

  Customer response

  02/02/2024

  I have shipped the product back to DS Healthcare group via the address they provided. I put the ** # on the box and the order number inside he box. The product is unopened and I've attached pictures to document this. I've also attached the tracking number for DS Labs to track the product's arrival and attached this documentation as well. Estimated arrival date is 2/6/24. I will consider this case closed when my money has been refunded.

  Business response

  02/05/2024

  I hope this message finds you well. I wanted to inform you that we have updated our system and have promptly notified our returns department about the shipment associated with your order.
   
  Once the returns department receives the shipment, they will process it swiftly, and a refund will be initiated for your order. We appreciate your patience in this matter.
   
  please don't hesitate to follow up with me directly. I am committed to ensuring that your experience with us is seamless, and 
  I'll be happy to assist you with any further inquiries.
   
  Thank you for choosing DS Labs. We value your business and look forward to resolving this matter to your satisfaction.
  

  Customer response

  02/10/2024

  The package arrived in *****, ** ***** and was picked up by a person at the postal facility on 2/5/24 at 12:09 pm. I have attached the documentation. I have not received a refund as of 2/10/24. I proactively sent them the tracking number so they could track it. They actually had a person pick it up from the post office. Please advise when a refund will be issued. Thank you.

  Customer response

  02/12/2024

   
  Complaint: 21214424
  
  I am rejecting this response because:

  I have attached the proof of delivery documentation and have yet to receive a refund as of today 2/12/24. I provided them with my tracking number for their request and they sent someone to the post office to pick it up and I haven't heard back from anyone.

  
  Sincerely,
  
  *****************************

  Business response

  02/13/2024

  I hope this email finds you well. We would like to inform you that your recent purchase with ** has been successfully processed for a refund. The refunded amount has been credited back to your original form of payment.

  Customer response

  02/13/2024

  I do not have any refund deposited to my account as of 3:12pm Feb 13, ****. Is there any documentation that you can provide showing the credit being processed. I will wait until I see it clear my account.  Thank you.

  Business response

  02/13/2024

  The refund may take around 3-5 business days to reflect in your account. As per our previous email, we have already refunded the amount to your account. However, you may want to contact your financial institution to know how long it would take for them to reflect the refund on their end. Rest assured, we have already processed the refund on our end.It seems like you haven't received the refund information yet. Please check your email inbox, including your spam folder, as we have sent the information to the email you provided during the order. ************************
  

  Business response

  02/14/2024

  The refund may take around 3-5 business days to reflect in your account. As per our previous email, we have already refunded the amount to your account. However, you may want to contact your financial institution to know how long it would take for them to reflect the refund on their end. Rest assured, we have already processed the refund on our end.It seems like you haven't received the refund information yet. Please check your email inbox, including your spam folder, as we have sent the information to the email you provided during the order. ************************

  Customer response

  02/14/2024

   
  Complaint: 21214424
  
  I am rejecting this response because:

  Once again, I have not received any email from the company about a refund being processed, as they reference in their latest response. I asked them to provide documentation of the refund and they've produced nothing. They've had the product that I returned for 10 days and they can't even provide that date that the refund was issued, so I can gauge when 3-5 days has passed. This is beyond ridiculous!
  
  Sincerely,
  
  *****************************

  Customer response

  02/16/2024

  I have finally received the refund in full on 2/14/24 and consider this case closed. A very disappointing and unethical business and had I not involved the BBB, I'm certain I wouldn't have received a response for the return or a refund. Consumers beware of this company. I should never have to spend this much time to get a refund. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unable to process transaction, company never made up this difference to me

  Business response

  12/01/2023

  Hi *****, 

   

  The only transaction on your account ********************************************************** is order #******. It was processed successfully on 11/10/24 and delivered to you with no issue. Please reach out to our customer service team if you would like to return your products for a refund. 

  Customer response

  12/09/2023

  Wrong order, I'm referring to a subscription from 9 months to a year.  ************ appears to do everything through email and live chat. It has been h*** trying to get a live rep on the phone.  That is why I had to go through the BBB.  DO NOT close this case until I have confirmed.  I check email 1-2 times per month. 10 day will not work.

  Customer response

  12/15/2023

   
  Complaint: 20940648
  
  I am rejecting this response because:

  Wrong order, I'm referring to a subscription from 9 months to a year.  ************ appears to do everything through email and live chat. It has been h*** trying to get a live rep on the phone.  That is why I had to go through the BBB.  DO NOT close this case until I have confirmed.  I check email 1-2 times per month. 10 day will not work.

  
  
  Sincerely,
  
  *******************************

  Business response

  01/03/2024

  We have previously sent screenshots of delivered shipments to the address provided by the customer. The shipment was confirmed and shipped to them. However, we still haven't received a return from them to initiate a refund for the full amount. We kindly request the customer to return the product with their RA#, which is their order number. Once we receive and process the return, our returns team will provide the customer with a refund. If the customer has a tracking number to provide us with, we would be more than happy to investigate and see if the shipment has already been returned. If it has, we will refund the customer the amount owed.
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Please, Please ask this scam of a company to STOP sending me emails to: ********************* On 5/26/23, 5/18/23, 5/17/23, 5/15/23 I have received Emails. PLEASE contact them on behalf and ask them to stop emails to *********************I look forward to hearing from the BBB of *************** **. ***** Thanks,*************************

  Business response

  06/12/2023

  
  We apologize for the inconvenience caused by the recent technical error that led to you receiving emails from ** despite previously unsubscribing. We are actively working on resolving this issue with our automated email marketing provider.
  
  Your privacy is important to **, and we understand if you prefer not to receive any further emails from **. If you would like to block our emails, we recommend adding our email address to your spam or block list.
  
  Once again, we apologize for the oversight and any frustration it may have caused. We appreciate your understanding and will continue to work diligently to prevent similar issues in the future.
  
  Thank you for your patience while we work on this

• Initial Complaint

  11/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  (I wanna preface this by saying that any possibility of scam email or compromised account has already been ruled out)I have bought from them several times and it has always been a good experience, however recently I got an email from them saying I was set to be charged for a subscription order. This didn't seem right so I went to my subscriptions to double check, there were three inactive subscriptions, made sure they were all inactive.A day later I got an email saying my subscription order was confirmed, 2 orders of a hair treatment I have never heard of (none of the three inactive subscriptions were this item) for $211 set to renew DAILY. I immediately contacted support saying I didn't place this and I'm not subscribed to this item. I wanted to make sure I cancelled it before it shipped.It should be known that one time they sent me the wrong item, I contacted them and they immediately placed an order on my behalf for the correct item with a 100% discount, so they have the ability to place orders without any action from the customer.At 11:00 I got a response saying there were no orders At 11:18 it was shipped At 11:29 the order was acknowledged, but cancellation refused as it was shipped The way this played out makes it feel intentional.I was told if I return the items unopened within 7 days of receiving them I can receive a refund and they apologized for the confusion. But that's not something that I should be responsible for as the mistake wasn't on my end. I didn't ask for these items, I did not want to pay for them, this was all done without my permission or action. So the possibility of me not getting my money back doesn't seem right. It seems like fraud or extortion.I am completely unable to cancel the DAILY renewed subscription as its not in my subscriptions (active or inactive)I tried disputing with PayPal, they were no help They have been ignoring emails since.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought their spectral brows product back in the beginning of August. I had my eyebrows burnt, eyebrows hairs felt off. Seize the use but I my skin is still burnt from it. Reached to the cie and ask for help. No one there suggested anything or proposed a refund. I'm still in paun and will have to get an appointment with a dermatologist. I'm speechlees from the cie non reaction

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order number XXXXXX, placed on 1-1-22. Dandrene Shampoo for $32.20. 1. Customer service is almost impossible to get ahold of. 2. I wanted to know in what country the shampoo is manufactured. 3. I wanted to discuss the "saved information" with the rep. 4. I had wanted to CANCEL the order, but was unable to do so on-line, and I couldn't get ahold of customer service! 5. The customer service is terrible, and I am wondering if I will even receive my order.

  Business response

  01/10/2022

  Business Response /* (1000, 6, 2022/01/06) */ Hello, I apologize for the inconveinence and your experience. I do see that we answered all 3 of your messages. All of our products are manufactured in the US. We were unable to cancel your order as it had already been fulfilled. If you would like once, you receive it you may return it back to our establishment and we will issue you a refund once it is received. Your tracking number is XXXXXXXXXXXXXXXXXXXXXX and is set to arrive on the 10th. Consumer Response /* (3000, 8, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not yet resolved. Let me state that emails were responded to. My telephone messages sent have NEVER been responded to. Period. I am still waiting for my delivery. Their encumbered rules regarding returns almost ensure that a product could not be returned in the allotted time. I figure that is intentional on the company's part. Sorry, I know I sound very jaded, but given their customer service, I have no reason to trust.them. As stated, I am still awaiting the product. Consumer Response /* (2000, 11, 2022/01/08) */ Case number XXXXXXXX I stand on my complaint that their customer service is horrible. I have received the product. Consider the case closed.

*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. ↩