Complaints

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.

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 sonicsmooth dermaplane device on 1/15/25. I received the package on 1/21/25 and followed the directions on the device. I attempted twice more after watching a tutorial video. On 1/22/25 I emailed the company requesting them to honor their 30-day money back guarantee but did not hear back. I emailed again on 1/28/25 and again today on 2/14/25 along with calling the customer service phone number which rang and rang. When I explained in my email today that I would reach out to BBB and file a dispute on my credit card if I did not receive a reply, I got an immediate reply from the company telling me that I was using the wrong tip (I wasnt and they had no proof of this) instead of offering to honor their 30-day money back guarantee or telling me how to go about returning the item. When I replied that I am using the correct tip and asked to proceed with the return, I did not receive a reply.

  

  Business Response

  Date: 03/03/2025

  Dear BBB Representative,
  Thank you for reaching out regarding complaint ID ******** filed by ****** *****. We appreciate the opportunity to clarify the situation and address any concerns.
  Ms. ***** placed an order for the Sonicsmooth Device on January 15, 2025, and received it on January 21, 2025. She first contacted us on January 28, 2025, stating that the product did not work and requested a return under our 30-day money-back guarantee. On the same day, she sent two additional follow-up emails.
  We responded promptly on January 29, 2025, offering troubleshooting assistance to ensure proper use of the device. After no further response from her, she reached out again on February 14, 2025, and our automated system acknowledged her inquiry the same day. A customer service representative personally responded on February 16, 2025, confirming that we would honor her return request. The refund was fully processed on February 25, 2025.
  We sincerely apologize for any frustration Ms. ***** experienced during this process. While we strive to provide timely and helpful support, we understand her disappointment and regret any delays in communication. That said, we did fully honor our return policy and have issued the refund as requested.
  If any further clarification is needed, please let us know. We are happy to assist further.

  Customer Answer

  Date: 03/03/2025

   
  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,
  
  ****** *****

  Customer Answer

  Date: 03/04/2025

  Although I disagree with the accounts shared by the company (I did not message them three times in the same day, my messages were sent within a 2 week span with no response from them until I finally stated I was contacting BBB and then the message I received from customer service was accusatory), I am satisfied that a refund was issued. My only hope in providing this feedback is that the company will provide more prompt and honest customer service for others in the future. 

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Bought Michael **** Beauty's Sonicsmooth Pro+ and used as directed without positive results. It did not remove peach fuzz nor exfoliate, as advertised. Contacted customer service via email to get more help using product. Was sent ******* video instructions which I tried to no ******** purchase was on 09/27/2024. Although I missed the 30-day deadline for returns, I still would like a full refund.

  Customer Answer

  Date: 02/11/2025

  Michael **** Beauty **************** reached out to me via email asking me if their previous instructions and video on how to use the product worked. I am now responding to their office that no the product has still not worked and I am requesting a full refund. I will keep the BBB updated.

  It would kindly be ideal to have a BBB email contact to forward all Michael **** Beauty electronic communication. I am unable to provide attachments nor screenshots.

  Thank you.

  Customer Answer

  Date: 02/17/2025

  I replied to Michael **** Beauty that their **************** instructions and video still did not make their product operational as claimed in advertising and have not heard back regarding my refund which I asked them for.

  Customer Answer

  Date: 03/02/2025

  Michael **** Beauty will only issue a refund if I withdraw my BBB complaint. Is such kindly possible? If so, I will need proof that I can include in an email to their Customer Support. 

  

  Business Response

  Date: 03/17/2025

  Although the customer was past the ****** return period for returning her product, after further discussion with the customer, ******************** **** ******************** processed a full refund for her Order #****** on 3/5/25.

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:

  NB The Michael **** Beauty Supersonic Pro did not perform as claimed.
  
  However, 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:01/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Sonicsmooth Pro+ 1/1/25, and I received email that package was delivered on 1/8/25, and i never received the package. I waited 3 or 4 days to email company since sometimes emails are sent prematurely that package was delivered. I received another email from company telling me to give it 7 more business days for delivery. After them additional 7 business days I never received the package. I sent another email informing them of this. Then I got an email telling me I had to file a police report, and when I advised them that I work 6 days a week from home and didnt have time to take out of my day to file a police report. She then stated that since it showed the item was delivered to correct shipping address that I had to have a police report for a replacement or refund. She also stated that I could file report online, which I checked and I cant do in the little small town I live in. I am required to leave my home and miss a days work to file a police report for an item that barely cost over $100. I cant afford to take a day off work to file a police report, and I am very disappointed with this company. Shoppers beware cause ************ does not stand behind their packages if you dont receive it then you hit. I would like a refund for the item as this point and I will never buy from them again. Leaving my home to file a police report for an item that cost $109.39 after tax is ridiculous!

  

  Business Response

  Date: 01/30/2025

  Customer placed order on 1/1/25 and per **** tracking, the package was delivered on 1/8/25 to the shipping address provided on the order.  The customer reached out to ******************** Team on 1/10/25 regarding the status of her order and that she did not receive her package.  The ** Team responded with the tracking information and sent the informattion when a customer states they did not receive a package but the tracking notates delivered. 

  Per Michael **** Beauty's policy, for Stolen Packages:  You must file a police report for the stolen package and provide us with a copy of the report.  Failure to provide a police report will result in a denied claim. We will verify your claim and offer a replacement.

  No Premium Shipping Protection:
  If Premium Shipping Protection is not selected, MICHAEL **** BEAUTYwill not be liable for lost or stolen packages once the carrier has marked them as delivered.
  Customers are advised to follow up directly with the carrier for claims related to lost or stolen packages.

  After further review and discussion with *************** the customer is a very loyal customer and we wanted to continue to give her the utmost ***************** the **************** Manager reached out to the customer with an apology and offered to reship the order immediately.  Because the product was no longer needed for a birthday gift, the customer requested a refund, which was granted to her.  

   

   

  Customer Answer

  Date: 01/30/2025

   
  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:01/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 soniclear machine. I set it up and plugged in to charge for 24 hours. It never charged up past 1 blinking green light. Should be 3 blinking lights. Changed to a new outlet to see if that would help. Another 24 hours and no change. Still will not hold a charge. I called customer service at ************ in **************** **. It goes to voice mail and the mailbox is full. Tried 2 days to reach their office. I got online and tried to get help from the robot. It suggested I join with my credit card for $1.00 to get help. If not cancelled they start charging a monthly fee of ? *****? not sure of **** I dont want to give my credit card to a third party to answer a *********** this point I want a full refund. I am shipping this back to ****************, **. And expect my credit card to be refunded. I ordered it from ********** Store but the card enclosed said do not return to place of purchase and gave the customer service email address. [email protected] I feel their avoidance of dealing with customers is a red flag and I dont trust them to replace this device with another one and expect it to work. It has a 3 year warranty and I cant even try it out.

  

  Business Response

  Date: 01/22/2025

  Customer purchased MTB Soniclear Elite from ****** on 12/27/24 and reached out to ******************** Team on 1/6/25 stating the device was not charging.  **************** Team provided a prepaid return label to send the product to the Quality ************ for inspection and documentation.  After inspection, the ** Team shipped the customer a brand new Soniclear Elite on 1/20/25.  USPS tracking #**********************.

  Customer Answer

  Date: 02/03/2025

   
  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:01/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Dear BBB,Made an online purchase on Dec. 4, 2024 through Instagram for a Sonicsmooth Pro+ System.Order #****** for $112.10 Received after 2 weeks in a box that contained the item with packaging that had been taped shut containing broken parts.Attempted to reach out numerous times to the company following their return protocol by sending an email to: [email protected] only to receive an automated troubleshooting response. A customer service representative never followed up.On Dec. 19, 2024 - I sent the item back with a refund request to address on the shipping envelope:****************************** ******************** but to no avail as item was returned to me due to insufficient address.Thank you in advance for any help you can provide to facilitate return.

  

  Business Response

  Date: 01/09/2025

  Customer placed Order with ******************** **** ******************** on 12/4/24 and reached out to ******************** Team on 12/17/24 stating she received a damaged package/product.  The customer received many automated messages with additional information and tips about the device.  The automated messages was a glitch in our system that has now been corrected.  ******************** Team reached out to customer apologizing for the automated messages and offered an immediate reshipment of her order.  Customer requested refund instead, which was processed on 1/8/25.

  Customer Answer

  Date: 01/09/2025

  Thank you for the help, BBB!

  Finally heard back from company & received a refund.

  keep up the great work!

  *****

• Initial Complaint

  Date:01/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 made a purchase and my card was charged 12/3 for ****** for Sonic Dermaplaning Tool with replacement cartridges and never got a confirmation email nor have I received the product. I sent email to customer service and there only response how to use the product. I asked when my product would be delivered and that I never received a confirmation email but they charged my card

  

  Business Response

  Date: 01/09/2025

  Customer placed order on 12/2/24 and reached out to ******************** Team on 1/2/25 regarding the status of the order.  The **************** Team responded back on 1/2/25 with the tracking information of her order.  Because the delivery process was delayed, if the tracking did not move forward by 1/6/25, we offered to reship the order, priority mail.  On 1/6/25, the tracking did not move forward and therefore, we reshipped the order. 

• Initial Complaint

  Date:01/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 the sonic care smooth and paid over $100.00 I charge it for 24 hours like it stated. The light never comes on like the advertisement shows. I am able to use the device without the light. They show the device with light. Mine is not working what can I do. I ordered and received Dec 30

  

  Business Response

  Date: 01/07/2025

  Customer purchased the Sonicsmooth from Ulta on 12/28/24 and emailed ******************** Team on 1/2/25 stating that her device was defective because it did not have a light.  After further discussion, it was found that the customer purchased the basic model of the Sonicsmooth, which did not come with the Clear Light Technology.  The Sonicsmooth Pro+ System is the model that has the Clear Light Technology.  Because Michael **** Beauty values her as a customer, we shipped her a new Sonicsmooth Pro+ System which includes the Clear Light Technology for her to try. The customer realized that she did not purchase the correct product and was very appreciative to receive a new product including the light.

  Customer Answer

  Date: 01/07/2025

   
  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:12/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received this Sonic Smooth Pro plus December 10th, 2024. The biggest reason I ordered it was because of a 30 day money back guarantee It hasnt even been 30 days. I decided I shouldnt be using this device on my face. Ive been asking for a return mailing address for a couple of days now. Their response is always a tutorial on how to use it. They have not given me any kind of return address. I was going to use address on package from being sent to me. And you say its not correct? I dont know what to do now.

  Customer Answer

  Date: 12/23/2024

  Ive sent more snapshots from Michael ****. If I dont get this resolved by ***** it will be too late. Please help! Thank you!

  

  Business Response

  Date: 12/30/2024

  Thank you so much for reaching out. We would love to help troubleshoot and provide some tips to ensure youre getting the best results with your sonicsmooth.

  To startand I know this may sound like a small detailare you using the dermaplaning blade for peach fuzz removal or the Microsmooth tips, which are designed only for exfoliation?

   

  

  
  

  Here are a few tips that might make a difference:

  1. Blade Attachment: Ensure youre using the dermaplaning blade for hair removal, not the Microsmooth tips, which are designed for exfoliation ONLY.

  2. Skin Prep: Use the device on clean, dry skin. If you have sensitive skin, a light face oil can act as a buffer to help the blade glide more easily.

  3. Angle and Pressure: Hold the device at a ********* angle and use light pressure. Let the blade glide gently across your skin; pressing too hard can reduce effectiveness.

  4. Taut/Tight: Stretch your skin gently with your free hand to create a smooth surface for the blade to work on.

  5. Technique: Use short, downward strokes, following the natural direction of hair growth.

  
  

  Video Troubleshooting:
  Check out this quick guide on the Top 4 Dermaplaning Mistakes to see if any adjustments could help.

  
  

  The Sonicsmooth is designed to deliver professional-level results at home, and many customers find that just a little practice helps perfect their technique. If youre struggling with a specific area or have further questions, please dont hesitate to let us knowwere here to help! Please let me know if you still need assistance.
  
  The Michael **** Beauty Team

  
  

  

  Business Response

  Date: 01/07/2025

  Customer reached out to ******************** Team on 12/20/24 regarding return instructions.  The ******************** Team responded after the weekend on Monday, 12/22/24 with the return instructions including the Return Portal Link to use.  The customer placed two orders on the same day, which she wasn't sure of the correct order number to use.  After the ** Team sent the return instructions, the customer sent a few more emails on 12/22/24 requesting the return instructions. 

  On 12/23/24, the ******************** Team responded again with the return instructions, including the link to use to submit the return. Once the return process is completed, the return label is emailed to the customer's email address that is provided on her order. 

  On 12/24/24, the customer reached out to the *** ** Team for the return label. The ** Team resent the return label to the customer, as well as, included the return label with the email. 

  On 12/31/24, the *** Returns Dept received the customer's products for Order #****** and a full refund was processed for her order.

  Customer Answer

  Date: 01/17/2025

  We reached an agreement. I received all of my money back. Thank you!!!

  *******

• Initial Complaint

  Date:12/21/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have contacted Michael **** Beauty twice to return Order #******. Each time I get a generic response. I am being treated for precancerous cells and am unable to use the product. I have not opened the package I received today.

  Customer Answer

  Date: 12/21/2024

  The issue has been settled

  

  Business Response

  Date: 12/23/2024

  Customer reached out to ******************** Team a few times on a Saturday and received an automated response that did not answer the customer's request.  ******************** **** ******************** is not open during the weekends.  ******************** Team responded to customer Monday morning regarding her request and the customer was happy with our response.

  Customer Answer

  Date: 12/23/2024

   
  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

  Date:12/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered a product online from Michael **** Beauty. Not only did the product not work as advertised, but broke me out in a bad rash. I'm highly allergic to the metal blades. I reached out to the company, telling them the problem, showing the pictures of the rash, and asking for assistance with a return. The customer service replied with tips on how to use their product. I again reached out saying I dont need instructions on using the product, I need to return. Again the ******* that work for the company responded with tips on using the product. I asked for a manager to please contact me back asap to assist with a return, since the customer service **** are not of any help. I got a response saying that my product cant be returned, even though I spent over $100 on a product that just breaks me out in a red itchy rash. I responded that I will be contacting the BBB about this scam they are running on people, as well as taking to social media to warn others about this scam - since social media is where the product was being advertised. And they responded... with tips on how to use their product yet again. This scam company **** me a full refund and is lucky I dont send them a Drs **** for the uncomfortable rash they caused me with their cheaply made product.

  Customer Answer

  Date: 12/20/2024

  You said my complaint is against spa sciences. Not sure who that is. My complaint is against Michael **** Beauty. Is that a related company? 

  

  Business Response

  Date: 12/26/2024

  Customer purchased Sonicsmooth Pro+ System on 10/26/24 and emailed ******************** Team on 12/16/24 wanting to know what the blades were made out of because she was  allergic to nickel and she broke out in a rash.  Our system sent the customer an automated message with tips to follow when using the device.  Also, our **************** Team responded with another message stating that the blades are nickel-free and reiterated on how to utilize the device.  On the same day, 12/18/24, the **************** Team sent the return instructions to the customer with the *** ****** Return Policy.  When the customer notified the ** team, she was outside of the 30-day return period.  Per *** Management, she was sent a prepaid return label and was honored a refund if she returned her product to the Quality Control Dept.  On 12/24/24, the Quality Control Team received the customer's product and a refund was processed for her order.  

  Customer Answer

  Date: 12/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. After telling me no, I could NOT return because I was a few days outside of their 30 day policy (even though their product did cause me a rash) I then took to social media warning others about this product. Then at THAT time, they agreed to issue a refund once I mailed back the product. I did mail back the product and although I have not received the refund yet, I was notified by their company that it was issued on their end. 

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