ComplaintsforContours Rx, LLC

• Initial Complaint

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Complaint against Contours RX-Order number ******** I placed an online order with this company on Jan 11. Their website came back with "credit card declined, please try again" so I did. The problem is the message on their website is false. My credit card was NOT declined and the order went through which resulted in me being charged twice. Have not been able to contact them as they do not answer the phone. I have also not received a response when I emailed them about the problem. I think this company is a scam. The false "credit card declined" message on their website just makes people try again which results in duplicate charges. I want to cancel these transactions and get a refund.*************************** ************

  Business response

  01/26/2023

  Hello *********

  Thank you for reaching out to us in regards to your recent order that was placed on January 11th:
  Order ********* (LIDS BY DESIGN, 6MM, 2 boxes) $63.59

  An initial order was attempted to be placed (order #********) however, was declined for (2) charges of $63.59

  I have attached a screenshot to reflect the (2) declined charges.

  We are very sorry to hear that your checkout experience was less than great, and that you would ultimately like to move forward with canceling your order.

  You reached out to our team on January 10th, and January 11th, and our team responded on January 11th, and January 12th. Our response on January 11th stated that the order would be put on hold. We offered several options, and explained that due to our policy, all cancellations are subject to a cancellation fee (screenshot attached of all correspondence) 

  We did not, however, receive a voicemail from you.

  We would be delighted to offer an exception and waive our cancellation fee, and issue a full refund for your order that currently remains on hold:

  Order ********* (LIDS BY DESIGN, 6MM, 2 boxes) 

  The following amount has been issued to your original from of payment and the order has been canceled.

  $63.59

  Please allow 7-10 business days for your refund to reflect in your account.

  If you have any additional questions, please do not hesitate to reach out to us at [email protected]

  I will send a confirmation of this information to your direct email at [email protected]

   

  Kind Regards,

  ******

  Relationships Manager

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned $114.26 including shipping in unopened packages marked by PO as being declined. Company states because I did not return them in 30 days they do not have to issue refund. I have a cluster mailbox & due to broken lumbar bone was unable to get mail for a lengthy time so mail was sent to post office to be picked up later when my mail box became full. Thus being over 30 days. As I ordered on line do not have receipts but transaction took place on 08/24/22

  Business response

  12/28/2022

  Hello *******,

  Thank you for reaching out to us regarding your orders that were placed on September 2nd:

  Order #******** (LIDS BY DESIGN, 6MM, 2 boxes) $51.83

  Order #******** (LIDS BY DESIGN, 6MM, 1 box) $41.24

  Order #******** (Neck Rescue) $21.19

  The above orders were delivered to the address on file on September 16th, 2022. The orders were then refused, and returned to our warehouse.

  They were received on October 31st, 2022.

  This return was exceeds our 30 day return policy. Our terms and conditions state the following:

  "Products must be returned within 30 days of purchase and include the order number." 

  Terms and Conditions: ********************************************************

  The first initial return request was on October 25th, 2022. The last day to return the product was on October 2nd. 

  As your return exceeds our 30 day return policy, you do not qualify for a refund, however , I would be happy to make an exception for you at this time and offer a refund, however, as the order was refused and returned to our warehouse, a $10.00 cancellation fee will be deducted from your order. 

  The following refunds have been issued to your original form of payment: 

  $41.83

  $41.24

  $21.19

  Please allow **** business days for your refunds to reflect in your account.

  If you have any additional questions, please do not hesitate to reach out to us.

   

  Kind Regards,

  ******

  Relationships Manager

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ordered the lids by design product on the 8/24/2022 but realised it was an international company. I shortly after sent an email to cancel the order. I soon realised they charged my credit card twice with two different amounts. In response to my cancellation email, they wanted to charge me a $10 processing fee for a $40 purchase. They were claiming they have processed the order - which they haven't (or couldn't have) as I never received any emails confirming the order was processed. Despite the fact that I clearly did not authorize them to charge my CC or deduct money from the refund by email, they went ahead and partially refunded me (minus the $10 fee). I dont believe I should be charged a 25% fee for a order that was never processed - thats seems excessive

  Business response

  11/28/2022

  Hello *******,

  Thank you for reaching out to us in regards to your order that was placed on August 24th, 2022:

  Order #******** (LIDS BY DESIGN, 6MM, 2 boxes) 

  (1 box at $31.95 USD + $6.95 USD shipping) + ($9.99 USD (additional box at discounted price)) Total: $48.89 USD

  Please know that our terms and conditions state that orders requesting to be cancelled after being processed (processed/time of purchase) are subject to a cancellation fee (screenshot included) 

  Terms and Conditions: https://www.shopcontoursrx.com/en/terms.html

  Our customer service team responded to your cancellation request on August 24th offering a list of options in regards to your cancellation. The following verbiage was also included in this email: (screenshot included) 

  "If you wish to continue with the cancellation, your refund will be processed in line with our policy and a $10 cancellation fee will be deducted from your refund amount. Please let us know in the next 48 hours if you wish to keep or cancel your order. After 48 hours, we will go ahead and proceed with the cancellation."

  As we did not receive a response from you, our team proceeded with a cancellation in line with our terms and conditions ($10.00 USD cancellation fee).

  At this time, however, an exception has been made and I have issued the remainder of your refund to your original form of payment ($10.00 USD) (screenshot included).

  Please allow **** business days for your refund to reflect in your account.

   

  If you have any additional questions, please do not hesitate to reach out to us!

  Kind Regards,

  ******

   

  Customer response

  11/30/2022

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

  I would like to point out that 

  1) I did respond to their email after they tried to sell me their other junk products and rejected their offer. I also refused to accept a deduction to the refund - I have the email response just let me know if I should send it

  2) they have never processed the order as I never received any proof that my order was processed.  

  This company is appalling pretending they are "in their rights" to charge 25% fees and lying about me not responding. 

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

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this product that claims to have a 30 day money back guarantee.. It took the skin off my eyelid and you could not cover it with makeup as Proclaimed by seller.. I attempted numerous times to contact them through email and they do not respond. This is false advertisement by the company

  Business response

  10/24/2022

  Hello ********,

  We are very sorry to hear that your recent purchase of LIDS BY DESIGN did not work for you.

  Please know that your order was placed on a discounted site. Their return policy states that in order to qualify for a refund, the product must be unused/unopened, and returned within 30 days of delivery.

  Return Policy: https://www.shopcontoursrx.com/en/terms.html

  We are, however, happy to make an exception for you and offer a full refund, less shipping and handling.

   

  Your original email request (Oct 22nd) was answered by a support agent (****) on October 22nd. He offered store credit to our direct site in line with their return policy.

  However, you were then assisted by our Live Chat support agent, ****, today, October 24th, who issued your full refund, less shipping and handling.

  I have provided screenshots of all correspondence with our team, and a confirmation of your refund.

  Please know that it may take **** business days for your refund to reflect in your account.

  If you have any additional questions, please do not hesitate to reach out to us directly at *******************************.

   

  Kind Regards,

  ******

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charge appeared on my AMEX Oct 9, 2022.I did look at this website but didnt purchase. I am sending the product back as it is not something I ordered.Unable to reach company by phone and no way to leave message, though I called during their stated business hours. I sent them an email with order number requesting refund and how to send back.

  Business response

  10/20/2022

  Hello *****,
  We would be delighted to assist you regarding your recent order that was placed on October 9th.

  We understand that the intention was not to proceed with your order originally. 
  We received your recent email on October 19th that you would like to return the products back to us, in which our customer service associate responded within 24 hours to your request. 
  I have attached a screenshot of the correspondence.
  
  We are sorry to hear that you were unable to reach us by phone, however, we receive voice messages associated with the following number located on our website: 
  **************. May we ask which phone number was used? 
  We would be happy to assist you further with your refund request. We do ask that the received order be returned to our warehouse first.

  I look forward to hearing from you and assisting you further. 

  Kind Regards,

  ******

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello - I was duped by an Instagram ad for Contours RX. I placed an order online and thought I would give it a try. The ad stated that I had a full 30-day money back guarantee. The order was placed on 06/15/2022. I never received any email verification or anything, and was worried that I had fallen for a scam, but my order arrived a couple of weeks later, so I figured I would give it a try. Unfortunately the products left me with a rash, so I reached out via email to try and return the products and heard nothing back, so today I started a chat with them to return the products and apparently they have an affiliate site shopcontoursrx, where apparently I placed my order, and even though they use the same logo and address and also state that they have a full 30-day money back guarantee, it apparently only applies to unused products. I really don't understand how a full 30-day money back guarantee could only apply to unused products, but they stated they would give me a 50% refund for the products where I tried one set. I think that operating this way is a terrible business practice that isn't above board and I wanted to shed light on it so hopefully it will help others.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/07/22) */ Hello *****, Thank you for contacting us. We are sorry to hear that you had a reaction to our product. From the correspondence you stated that you experienced the reaction while taking off the product. Did you try any of the other products? We would be happy to issue you a refund of the product that caused you a reaction.As well as any other products that you are wanting to return. Please know that there are different affiliates that offer our product at a discounted price their return policies differ from our direct website. They do state that any used products are only available for a partial refund. We again apologize that you had a reaction and look forward to helping you with your return request. Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) When ordering off of your add it states that there is a full 30-day money back guarantee. Please see the attached screenshot of your advertisement. Based on this ad I believe you should honor the full 30-day money back guarantee for any customer that wants to return the products within 30 days minus shipping & handling, as stated. How would you like the return sent? Do I take pictures and get a tracking number from the post office? Thank you. ******* ******** Business Response /* (4000, 9, 2022/07/25) */ Thank you for taking the time to provide us with this image. Per the image and verbiage it states to review the terms and conditions. The terms and conditions outline the return and refund eligibility. Please only return any unused products. As used products will not be accepted due to hygienic purposes. Yes, you may provide us with the tracking number and we will issue you your refund. Again, we are sorry to hear that to had a reaction and were unhappy with your purchase. We look forward to hearing back from you.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 1 item of the Lids by Design 5mm pack for the amount of $38.90 on June 10th, 2022. I tried to use them and they do not work as shown by their website. They pulled my eyelids each time to adjust and reposition. They made my lids worst due to the pulling. I called the number they have listed and their voice mail message said that due to Covid everyone is working remotely so I left my number to return my call within 24 hours. I never received a call back to get instructions for a full money back guarantee. In addition I sent an email to <*******************> to let them know I needed instructions to return the product since the product has a 30 day money back guarantee. ********* a customer service Associate replied to my inquiry telling me that I placed my order with an affiliate and they sold at a discounted price and their terms and conditions only allow a 50% store credit. When I replied to ******** letting her know that I did not purchase from an affiliate and I sent her a picture of their guarantee I received Undeliverable because the recipient's email provider rejected it. This a total scam of a company. They have used a bait and switch tactic on the money back guarantee. Please send me my money back of 38.90. No shipping was charged to me so I expect the full refund of 38.90.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/07/01) */ Hi *******, thank you for contacting us. We apologize that you tried to contact us via telephone. Please know that we always try our best to return any call within 24 hours. Per the correspondence and the terms and conditions your order was purchased at a significant discount price of $31.95 instead of our direct website at $40.00. Per the terms and conditions associated with your discounted purchase any used order is eligible for a full store credit that you may use on our direct website or eligible for a partial refund. Please know that we do not refund shipping and handling. Your order total was $31.95 plus the $6.95 shipping. I have attached your order confirmation for reference. We are always happy to help our customers and did not receive a response back from you after we sent our correspondence on 6/28/22. In line with the terms and conditions of your discounted order we would be happy to provide you with a 50% refund not including the S&H. Here are the terms and conditions, these can also be found on your order confirmation, https://www.shopcontoursrx.com/en/terms.html. Please let me know if you would like for us to proceed with your partial refund. I look forward to hearing back from you and helping you with your inquiry. Consumer Response /* (3000, 7, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I have attached my PayPal invoice detail of my purchase of the "LIDS BY DESIGN 5MM PACK" As you can see there was no shipping charged to me. I have also attached the return policy stating "If you are not completely satisfied with your purchase you may return your items for a refund. On June 29th I responded to your email from June 28th. The email was returned to me as undeliverable because you rejected it. At that time I tried calling and left a voice mail message, No one returned my call. Contours Rx, Llc is a total scam and you want customers to give up on getting their refund because you make it so difficult to communicate with you via emails, phone and contradicting policies. I tried to leave a negative review on your website and it would not allow me. No wonder all of your reviews are great!!! You can manipulate them to only have the ones that will give a positive marketing review. You have left me no choice but to report you to BBB. I was never charged shipping, please refund me my $ 38.90. How would you like me to return this product that does not work? Business Response /* (4000, 9, 2022/07/07) */ Hi *******, Thank you for getting back to us. Could you please let us know which email address you contacted us on besides the ******************* or the **********************? We would like to review which email address you said was unsuccessful so that we can make any fixes if needed. We successfully sent you your order confirmation, tracking and delivery confirmations from **********************. We also responded to your return inquiry on June 28th from ******************* email address. Per the order confirmation which was attached for your reference it outlines your charges which were $31.95 plus the $6.95 shipping. The return policy states that: In order to qualify for a full refund of the purchase price: "Product must be in NEW (unmodified and unused) condition. Product must be received within 30 days from receipt, to be eligible. Product must be in sealed in the original packaging and packed appropriately. Product must be returned to the return facility address provided by our customer service team."It also states that: "Should you return 1 or more items, and the total purchase does not end up qualifying for free shipping & handling, the S&H cost will be deducted from the refund amount." We do not require you to send back the open and used product. In line with the terms and conditions of your discounted order we would be happy to provide you with a 50% refund not including the S&H. Here are the terms and conditions, these can also be found on your order confirmation, https://www.shopcontoursrx.com/en/terms.html. Consumer Response /* (4200, 11, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have attached the email that was returned as undelivered on the X-XX-XX email. I also have attached in the same email your 100% guarantee policy for returns. How can you try the product without opening it to try it. Your customer service is lacking customer service. I am not able to leave a bad review alerting other customers of your bate and switch policies. I am not the only complaint on the BBB website. You have worn me down and I will now accept the 50% of the 31.95. Please refund immediately. Business Response /* (4000, 13, 2022/07/11) */ Thank you for getting back to us. We apologize were unhappy with the terms and conditions associated with your order. Per our correspondence we have provided you with a partial refund, please allow up to 7 business days for your credit institution to provide the credit. We have also attached a screenshot for your reference. Please let us know if you have any questions.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 2 items lids by design and neck rescue; order ******** $19.99 & $31.99. They don't work. Website states No risk. 100% guarantee, guarantee also states can return within 30 days of receipt if not fully satisfied. This is a lie...they will not allow return or credit if you open and try product!!! Has to be unopened so cannot try at all. It's a scam. They do not allow return for refund at all!! I don't know how to upload images of their website statements made above but you can see online.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/01) */ Thank you for reaching out to us. We apologize that you are unsatisfied with our product and the terms and conditions associated with your order. The 100% satisfaction guarantee is backed by our exchange policy and store credit. Per the correspondence provided by the support team as well as our term and conditions you were offered a partial refund for the used/opened products or a full store credit or exchange. We would be happy to provide you a partial refund for your order. We look forward to hearing back from you and helping you with your return request.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase product from contours RX. Website guaranteed moneyback guarantee. When the item came, I immediately tried the product, it did not work. Emailed the company. They directed me towards tutorials on how to make the product work better. I looked at tried did not have success and requested to send the product back for a refund. Then they told me in an email that since I bought it from a third-party site that no they wouldn't give me a refund but I could ship them back and I could get half of the purchase price minus return shipping. I indicated that was fine and where should I ship it, and they responded a day later and now tell me if that any kind of return is now prohibited. This was misleading information to start with, but then when they change their policy in mid communication with me and said no now you can get no refund whatsoever, change the policy in midstream. *********

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/15) */ Hi, Both of our support team and direct company have been in contact with this customer. We have attached the correspondence. The terms and conditions also outline the return to address. We apologize that this customer feels as though misleading information was provided to the customer. This customers order was placed at a significantly discounted rate and the terms and conditions state that only an unopened unused product is eligible for a full refund. Not including the shipping and handling and a $7.95 restocking fee. However Since this customers order was opened she is eligible for a partial refund or a full store credit they do not need to return the opened/used product. https://www.shopcontoursrx.com/en/terms.html

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It's a rip off for almost 40.00 - it pulls your eyelid - which is the most sensitive part of your body - it doesn't do what's shown in the videos and they won't take returns after they say money back guaranteed. It's sold by Lids by Design and does not work at all - in fact makes it worse

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/14) */ Hi, Order# ********: Ordered 12/31/22, delivered by carrier on 1/11/22. First contact with support 1/27/22. This customer opened and used order qualifies for a partial refund or a full store credit. Here are the terms and policies: https://www.shopcontoursrx.com/en/terms.html. Our correcting strips are all tested in medical labs they provide a temporary support to recontour the shape of the eyelid. There is no active ingredient and the strips will not change or affect collagen, elasticities, or skin thickness Please see our support teams correspondence with the customer. Customers Initial Correspondence to support: *************** Sun, Jan 30, 4:57 PM to me I looked at tutorials and they don't help at all - they pull your eyelid when misplaced and it's the most sensitive part of your body Contours Rx Support <*******@contoursrx.com> Wed, Feb 2, 9:23 PM (12 days ago) to ***************** Hi ******, Thanks for your response. I would like to apologize for the delay in replying to your email. To properly remove your strip, grip the strip's edge with tweezers or fingertips and carefully peel them away from the skin. If this doesn't work, you may try to use warm water or oil to help in loosening the adherence of the strips to your eyelid. As much as we would love to allow a return, for hygienic purposes, a return is no longer possible for this product. This is stated to our Terms and Conditions which you may review by going to this link: https://www.shopcontoursrx.com/en/terms.html Even though you did not have a great order experience, please be assured that we value our customer satisfaction as a top priority. While we are unable to provide a refund, we value your business and would still like to compensate you by giving you a store credit of $31.95 that can be used directly on https://contoursrx.com/. There are other products that you might be interested in. We would be happy to initiate the store credit for you. We will forward your request to ***************.com, they would be happy to create an account for you or go ahead and set up your own account in https://contoursrx.com/login.php. Please allow up to 5 business days for your store credit to reflect on your account. You will be able to use this credit towards any purchase made directly throughout their direct store: https://contoursrx.com/ Thank you for your understanding and I look forward to hearing from you. Kind regards, Yuuki *************** Thu, Feb 3, 3:12 PM (11 days ago) to me I will contact the better business bureau and add your company to a list of dissatisfied customers- I don't want a credit towards other defective products- I want a credit to my card Support correspondence with the customer after provided proof that she filed a claim with BBB: On Thu, Feb 3, 2022 at 11:11 PM Contours Rx Support <*******@contoursrx.com> wrote: Hello ******, Thank you for writing back to us. I understand how disappointing this must be. However, our Terms and Conditions state that used products will qualify for partial store credit only. Since this is the case, as much as we would love to give you an exception, we can only offer you a store credit of $31.95 that can be used directly on https://contoursrx.com/. You can simply create your account by going to this link: https://contoursrx.com/login.php . Once you have your account, please provide us the email address you used so we can send it to our team and they can process your store credit. I'm hoping that you'd consider this option. We will wait for your update. Sincerely, Yuuki Consumer Response /* (3000, 7, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an awful product that is not effective and they only want to give me credit towards their other bad products- I thought when it states 100% satisfaction and refundable - it meant I could return for a full credit back to my account. They take your money with no intention of crediting. They wrote the same response. Business Response /* (4000, 9, 2022/02/16) */ Hi, We are sorry that you are unhappy with our response as well as our terms and conditions for the discounted product purchased. We were providing all of the correspondence for you as well as BBB. We would be happy to issue you a one time refund minus the S&H. If you go forward with the full refund minus the S&H We kindly ask that you remove your dispute. Our support team is following the terms and conditions and steps that are provided to them per your order. We apologize for the inconvenience that this has caused you. Here is the policy for your reference:https://www.shopcontoursrx.com/en/terms.html Consumer Response /* (4200, 11, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will close the dispute when the credit posts Business Response /* (4000, 13, 2022/02/21) */ Thank you for your response. We have issued you a refund please allow up to 7 business days for your credit institution to reflect the refund. Attached is a screenshot for your reference. Please let us know if you have any questions. Consumer Response /* (3000, 15, 2022/02/23) */ I will watch for the credit to post since I had to go through all this for 31.00 - when it posts I will close this dispute- I could not have done this without the BBB support!!! Consumer Response /* (2000, 19, 2022/03/02) */ Credit posted for 31.95 - so I was not reimbursed for Shipping which they advised - lesson learned - don't mess with your eyelids but thank you so much BBB for your assistance. You can withdraw my complaint and close this out.

*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. ↩