ComplaintsforOro Gold

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was shopping at the outlet at Foxwoods and was ushered in by *****. He used products on me which then I purchased. Within 4 hours I had a rash under both eyes. I assumed the products were returnable as how could you sell skin care products with no refund not knowing how the products are going to affect someone? I have called numerous times and never have been able to reach *****. I want a refund or I will have to file a lawsuit against the company. The products are un-opened as I acquired a rash I never opened or used the products.

  Business response

  02/15/2023

  February 15, 2023
  
  Better Business Bureau
  2655 ************************
  **********, ** 33759
  BBB Case # ********
  
  
  Dear BBB and *****************************,
  
  We are contacting you from OROGOLD Cosmetics, in regards to the Compliant Number/File: ********; filed on 2/10/2023, we have checked our records and see that the customer had not contacted our customer service department prior to this notice.
  
  OROGOLD stores have a No Refund policy, Exchanges only within 30 days which is clearly stated on both receipts and register. OROGOLD provides customers with **************** toll-free telephone number and email address listed on all products and the official website (1-877-554-177| *********************************************************).
  
  The OROGOLD brand does not operate any retail location, and each OROGOLD store is independently owned/ managed. Any expectations of the policy can only be made by the local store management and/or store owner.
  
  To maintain the highest standard of customer service, we telephoned ***************************** on February 15, 2023, but we were unable to reach her. Please contact our customer service team and reference CASE# ******.
  
  We can be contacted at -************.
  
  Sincerely, 
  OROGOLD Cosmetics 
  **************** Department

  Customer response

  02/16/2023

   
  Complaint: 19384985
  
  I am rejecting this response because: I called them multiple times to try and return the products.  I was never told by ***** that they were not returnable. I received a call from them last night and am returning their call today.  They have business hours that dont reflect ours as their time zone is different.  They should never be allowed to ethically sell skin care that can not be returned.  If I have to I will file a lawsuit against the company as well as *****.  
  
  Sincerely,
  
  *****************************

  Business response

  02/22/2023

  February 22, 2023
  
  Better BusToll-Freeeau
  2655 ************************
  **********, ** 33759
  BBB Case # ********
  
  
  Dear BBB and *****************************, 
  
  We are contacting you from OROGOLD Cosmetics, in regards to the Complaint Number/File: ********; filed on 2/10/2023. 
  
  The OROGOLD brand does not operate in any retail location, and each OROGOLD store is independently owned/ managed. Any expectations of the policy can only be made by the local store management and/or store owner. 
  
  In the interest of trying to come to an amicable resolution between the retailer and the customer, we have forwarded your complaint to the private retailer. We ask that you kindly contact the retail location in question directly for further information.
   
  For further questions related to your case#****** that we have assisted by forwarding it to the retail location, please contact our customer service at  -************.
  
  Sincerely, 
  OROGOLD Cosmetics 
  Customer ******************

• Initial Complaint

  11/06/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went to the store in Ledyard, CT. They tried products on me which I bought. Later that night when I got home my face was severely itchy only where they applied products. When I called the associate told me to call the main customer service number. When I finally got in touch with them they said I had to go through the store alone. When I called the store they said I had to talk to the manager which I was told was Elad the day I was there but now I have to talk to the manager Peleg. After calling a few times and leaving messages for Peleg with no return called I emailed the store and they said it was best for me to keep calling because it may takes weeks for him to call me back in his own as they are very busy with customers in the store. When I finally talked to Peleg he said it is impossible for me to have a reaction to any of their products. I didn't take pictures because they didn't ask me to when I called. Now they are asking me to drive over 2 hours to get new products which have the same ingredients and if I react to those there is nothing they can do. Every other skin care company has a return policy for any kind of skin reaction. Why would I want products with the same ingredients to one I've already reacted to? I haven't opened any of the products I purchased because I do not want to experience the discomfort and irritation from using them. I would rather return the unopened products I have than try new ones and then be in the same situation and this take even more time.

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