Complaints

This profile includes complaints for Hawaii Beauty Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hawaii Beauty Group

  1833 Kalakaua Ave Ste 802 Honolulu, HI 96815-1528

• 

  Hawaii Beauty Group

  2330 Kalakaua Ave Hawaii, HI 96815

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:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 was pressed into purchasing a medical devise which they claimed would aid my recovery from an ankle surgery and would reduce the signs of aging as well. They assured me it was safe in all conditions. After researching the product, I found it poses significant risk potential to my health due to my medication regimen and due to my history of melanoma. I promptly brought the product, unopened, back to the store for a refund. At that point they informed me of the no-refund policy. According to HI law, if merchant has a no refund policy it must be conspicuously displayed

  Business Response

  Date: 03/18/2025

  Dear ********,

  We have received your complaint and had an active case in which our customer service team had attempted to reach out to you and address your concerns and find a resolution, however despite our efforts,it appears that cooperation with the resolutions provided was limited.Subsequently, even after you had disputed the charges with his credit card company, they ruled in our favor, referencing the comprehensive documentation provided and affirmed the validity of the charges in question.

  While our company prefers to resolve issues internally, once a dispute is initiated, we are obligated to adhere to the established policies and procedures outlined by creditors. Despite the desire to address the matter amicably, any decision made through the dispute process must be respected and upheld.

  With out addressing any specific claim or details, Sericin Plus business practices has consistently operated on full transparency and full autonomy to each customer regarding any decision made to complete a purchase. We strive to provide outstanding services, making honest sales whilst delivering all information available regarding the items ensuring our customers to make an informed commitment. We stand behind the quality of our products and we are confident in their effectiveness. All purchases are well documented and acknowledged by all our clients requiring their signature, as well as we have a sign posted in each store affirming our policies.

  Sincerely,

  Hawaii Beauty Group

• Initial Complaint

  Date:01/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 went into the business and spent approximately $400.00. I was going to purchase an item for $2,100.00 as I was being given credit for the $400.00 already spent. I attempted to use my Discover credit card and the employee took the card to the back then returned and said they did not accept Discover. I then used my ******** for the $2,100.00 purchase and they were going to mail my purchased item to my home. On Nov ******, I became aware that they charged ******** $2,167.00 and my Discover another $$2,155.00 after they had said the card was not accepted. A total of over $4,000.00 and they NEVER shipped my purchase item.Finally, by a second ******** card that I had not removed from my wallet was charged $4,200.00. They mustve used a radio frequency identification (RFID) technology to skim my card's information. They all lied and stole from me. They charged my accounts without permission. Sericin Plus (******) is a fraud and everyone that works there is a thief. The owner lied to me and stated that my purchase was being mailed but that was untrue. The fraudulently stole over $12,000.This business and employees should be prosecuted and the business closed. Im still without my money.

  Business Response

  Date: 01/27/2025

  Dear ********,

  Thank you for bringing this matter to our attention. We are sorry to hear about your recent experience at our Sericin Plus location.
  We would like to assist you further in resolving this issue. Please reach out to our customer service team directly at ***************** or at our email address **********************************************************************************************************. Our team is dedicated to providing the best possible service and will work with you to address your concerns and find a satisfactory resolution.

  With out addressing any specific claim or details, Sericin Plus business practices has consistently operated on full transparency and full autonomy to each customer regarding any decision made to complete a purchase. We strive to provide outstanding services, making honest sales whilst delivering all information available regarding the items ensuring our customers to make an informed commitment. All purchases are well documented and acknowledged by all our clients requiring their signature, as well as we have a sign posted in each store affirming our policies.

  Sincerely,

  Hawaii Beauty Group

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ********* Scammers! Demonstrate real product then sell you something fake that doesnt do anything. They scam tourists knowing they will leave ******** and have no recourse. On 9/12/2024 I was in Hawaii with my roommate for my 60th birthday. While in the market a man said he worked at the salon next door and offered to give us give us some free product. Once we got in the Sericin Plus salon, he sat us down and put some cream under one of each of our eyes. I knew it was a sales pitch but this cream actually worked great, tightened the bags and minimized the dark circles. Then he said $800. I laughed, said no way. He upped his pitch Look how much better you look, dont you want to look youngersince its your birthday Ill sell to you for half price! So I paid the $400. Then came the owner(?) with another pitch. Let me show you something elseIll do a treatment for free, no pressure to buy. Yeah, the guy isolated me in a small room and did some light wand treatment on half of my face. Then told me the price for this magic wand$15,000! But since its my birthday hed sell for half price. Not a chance I was even considering this! He continued to drop the price. I kept saying no. He got all the way down to $1500! I finally had enough and said No and Im very uncomfortable. Youre just trying to pressure me now. That ****** him off and he just got up and walked out. I followed and said that I just needed the product I already paid $400 for. He put a box in a bag and handed it to me. I left. The first thing we noticed once back home was this cream was brown. We both remembered in the salon it was clear. We applied the cream under our eyes just like the guy had. It didnt feel the same and didnt work at all. We tried a 2nd time using just a little more. Still it didnt work at all. I then looked the shop up online. Besides the complaints here, there are hundreds of 1 star reviews on ****** and Yelp. How is this place still in business? I want my money back!

• Initial Complaint

  Date:09/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 entered this store after being greeted by a salesperson outside on the sidewalk. He made small talk asking me where I was from, and he applied a cream under my eyes using a q-tip which reduced the puffiness under my eyes. It worked wonderfully in the store, and I purchased the product for $431.42. He offered me a free session with another employee for a facial. I proceeded to go into another area and another employee used a massage type device on my face. He told me the price for the device was $10,000.00. I told him that I did not want that item. This employee left the room and approached my husband who was in another area of the store and asked for his credit card to finish my purchase. My husband gave him his card and then asked him what it was for. When the salesperson told him it was for $10,000.00 for an item I wanted, my husband said no and asked for his credit card back. They both came back to the area I was in and the salesperson said he thought I wanted the item. When I said no, he said that he would give it to me for 60% off. I said no. We then left the store. Three days later I went to another kiosk selling the same cream that I had purchased, and the clerk offered to sell it to me for $180.00. I could not go back to Sericin as I was leaving first thing in the morning. I have never gotten the results from the product I was sold that I received when the salesperson applied it. I felt that I was conned into purchasing a product for a high price and I'm uncertain as to whether or not it was the same product that was used one me since he never showed me the container. The sales staff was highly aggressive, and I feel they purposefully go after older tourists. Once I returned from my vacation, I looked up the **** comments regarding this store and found other complaints similar to my experience.

  Business Response

  Date: 09/18/2024

  Dear ****,

  Thank you for bringing this matter to our attention. We are sorry to hear about your recent experience at our Sericin Plus location.

  We would like to assist you further in resolving this issue. Please reach out to our customer service team directly at ***************** or at our email address **********************************************************************************************************. Our team is dedicated to providing the best possible service and will work with you to address your concerns and find a satisfactory resolution.

  With out addressing any specific claim or details, Sericin Plus's business practices has consistently operated on full transparency and full autonomy to each customer regarding any decision made to complete a purchase. We strive to provide outstanding services, making honest sales whilst delivering all information available regarding the items ensuring our customers to make an informed commitment. All purchases are well documented and acknowledged by all our clients requiring their signature, as well as we have a sign posted in each store affirming our policies.

  Sincerely,
  Hawaii Beauty Group

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22217011
  
  I am rejecting this response because: I don't trust them and have no desire to engage in further contact with them.  They are very aggressive in their sales approach, and I believe they are insincere in wanting to make this right for me.  I consider them very shady.  Looking at previous responses to negative reviews on Yelp this seems to be a pattern for them as far as their aggressive sales techniques.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 09/29/2024

  Dear ****,
  Thank you for sharing your concerns with us. We understand your hesitations, and we want to assure you that your feedback is taken seriously.
  While we acknowledge your concerns about further communication, we want to emphasize that the only way we can effectively address your situation and work towards a resolution is through direct communication with one of our customer service representatives. Our team is here to assist you, and we will do our utmost to provide a resolution that acknowledges your experience and seeks to make things right.

  Please consider contacting us at ***************** or via email at **********************************************************************************************************. We are committed to working with you to ensure the best possible outcome.

  Sincerely,
  Hawaii Beauty Group

• Initial Complaint

  Date:06/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This company is the biggest scam ever!I was sold a box of goods for $7000 and then tried to return it to Hawaii, but it showed up 16 days later with no refund. (Return policy was 14 days but had to fed ex it back to HW.The product is ****, and it's great that the Lahnina location burned to the ground.They sell you fake and overpriced goods that shouldn't be in business. It's the biggest scam I've ever seen, and you can never get a live person. Don't use the company or its product!Run from anyone who sells this.

  Business Response

  Date: 06/30/2024

  Dear *********,

  We have received your complaint and had an active case in which our customer service team had attempted to reach out to you and address your concerns and find a resolution. Despite our efforts,it appears that cooperation with the resolutions provided was limited.Subsequently, even after you had disputed the charges with his credit card company, they ruled in our favor, referencing the comprehensive documentation provided and affirmed the validity of the charges in question.

  While our company prefers to resolve issues internally, once a dispute is initiated, we are obligated to adhere to the established policies and procedures outlined by creditors. Despite the desire to address the matter amicably, any decision made through the dispute process must be respected and upheld.

  With out addressing any specific claim or details, Skinnovate's business practices has consistently operated on full transparency and full autonomy to each customer regarding any decision made to complete a purchase. We strive to provide outstanding services, making honest sales whilst delivering all information available regarding the items ensuring our customers to make an informed commitment. We stand behind the quality of our products and we are confident in their effectiveness. All purchases are well documented and acknowledged by all our clients requiring their signature, as well as we have a sign posted in each store affirming our policies.

  Sincerely,

  Hawaii Beauty Group

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 on 11/22/23 at a store called ****** but they run under the company name, "Hawaii Beauty Group" or VISH LLC. The receipt clearly states ****************** Within 30 Days of Purchase." They were supposed to ship me the products and I ended up cancelling for a refund on 11/27/23 (before it was shipped). I filled out a form and have everything documented. They then proceeded to ship the products after it was cancelled, so I refused the shipment and it was returned. I have an email confirmation from the company that they received the product and they would send me paperwork to receive my refund. I also filed a dispute with my credit card company at the same time. I received the "settlement agreement" shortly after confirmation that they have the products but I told them they had the incorrect last name and incorrect refund amount. I requested the appropriate changes and their response was "Unfortunately, because you have decided to dispute the charge. We are no longer able to help you." This was an email I received on 12/14/23. My credit card company said they were unable to help me because Hawaii Beauty Group refused to cooperate so the case was closed. I reached back out to the company and they responded with, "Because you disputed the charges and lost. We offer partial refunds to avoid disputes." I still have no products and no refund. I've read their reviews on BBB and ******* this company is a running a scam and taking advantage of a lot of people. I would greatly appreciate your help and uploaded documentation of everything. Thank you in advance.

  Business Response

  Date: 06/30/2024

  Dear *******,

  We have received your complaint and had an active case in which our customer service team had attempted to resolve this matter. Our team had explained that any decision made would be contingent on resolving this issue directly through our company and not to pursue any further action, including filing a dispute with your credit card company or any other legal means.

  Despite our efforts, it appears that cooperation with the resolutions provided was limited. Subsequently, even after you disputed the charges with your credit card company, they ruled in our favor, referencing the signed and acknowledged documents provided and affirmed the validity of the charge in question.

  With out addressing any specific claim or details, ****'s business practices has consistently operated on full transparency and full autonomy to each customer regarding any decision made to complete a purchase. We strive to provide outstanding services, making honest sales whilst delivering all information available regarding the items ensuring our customers to make an informed commitment. All purchases are well documented and acknowledged by all our clients requiring their signature, as well as we have a sign posted in each store affirming our policies.

  Sincerely,

  Hawaii Beauty Group

  Customer Answer

  Date: 06/30/2024

   
  Complaint: 21649431
  
  I am rejecting this response because: I have submitted all documentation of communication I have received from Hawaii Beauty Group and what they stated is completely false. There has been no attempt made to resolve the matter other than sending the product that I had cancelled within the timeframe of the return policy on the receipt. The team did not "explain that a decision made would be contingent on resolving this issue directly through our company and not to pursue any further action, including filing a dispute with your credit card company or any other legal means." None of that was provided to explained in any documented emails or communication I received from them. 

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

• Initial Complaint

  Date:04/25/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  The employers of Hawaii-Beauty-Group are scammers, liars and criminals. LADIES - DONT SPEND ANY MONEY WITH THEM YOU WILL LOSE IT ALL.I am out of $ 10400.!!!I hope that fate will punish them all one day for all they have done on fraud and scamming.I am disgusted.

  Business Response

  Date: 06/30/2024

  Dear ******,

  At Hawaii Beauty, we value your satisfaction and strive to resolve any issues that *** arise in a fair and amicable manner. It's always our priority to ensure that you have a positive experience with our company. While our company prefers to resolve issues internally, once a dispute is initiated, we are obligated to adhere to the established policies and procedures outlined by creditors. Despite the desire to address the matter amicably, any decision made through the dispute process must be respected and upheld.

  With out addressing any specific claim or details, Hawaii Beauty's business practices has consistently operated on full transparency and full autonomy to each customer regarding any decision made to complete a purchase. We strive to provide outstanding services, making honest sales whilst delivering all information available regarding the items ensuring our customers to make an informed commitment. All purchases are well documented and acknowledged by all our clients requiring their signature, as well as we have a sign posted in each store affirming our policies.

  Sincerely,

  Hawaii Beauty Group

• Initial Complaint

  Date:03/27/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 will not repeat all the prior complaints, but have read and attest to the veracity of all that was said by other victims. Specifically, during the sales pitch, I pointedly asked if this was fully refundable if I were dissatisfied with my purchase. I asked this 2 or 3 times throughout the process. The lead salesman (********) told me "yes" every time. THEN when I viewed the receipt/ shipping invoice in the merchandise package received the next week, it states "no refunds". This occurred 3/10/24 in ******* Bay, Kauai, Hawaii, and is certainly a fraudulent business practice/ outright lying to make a sale. There is no way I would have spent that much money had I known sale was final even if dissatisfied. I am returning the merchandise, unopened, and canceling the charge on my card. Today is 3/27/24 and package received 3/17/24.

  Business Response

  Date: 04/24/2024

  Dear *****,

  We understand your frustration, and apologize for any confusion or inconvenience caused by the conflicting information you received during the sales process. Ensuring transparency and honesty in our dealings with customers is paramount to us.

  To address your concerns effectively and promptly, I kindly recommend reaching out to our dedicated customer service team directly. They are well-equipped to assist you with your refund request and any other queries you may have regarding your purchase experience.

  With out addressing any specific claim or details, *******'s business practices has consistently operated on full transparency and full autonomy to each customer regarding any decision made to complete a purchase. We strive to provide outstanding services, making honest sales whilst delivering all information available regarding the items ensuring our customers to make an informed commitment. All purchases are well documented and acknowledged by all our clients requiring their signature, as well as we have a sign posted in each store affirming our policies.

  Sincerely,

  Hawaii Beauty Group

• Initial Complaint

  Date:03/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  On March 7, 2024 I was walking by the store **** at ********* Shopping Center where a gal kept trying to put a swatch of something on me. I kept saying I wasnt interested and these people are relentless!! I think being born and raised in Hawaii makes me a prime candidate for being suckered into buying things bc our nature is not to be rude and we always try to be kind. I thought the product they used sort of helped my under eye bags. After I caved in and sat down they kept asking if I was a kamaaina and how they had special only that day for kamaaina. They also asked numerous times for my zip code and charge card. They are very scrupulous and I felt extremely pressured and uncomfortable.My friend and I were offered complimentary facials if we agreed to purchase the cream. We asked if they were going to try and sell us more products which we werent interested in. The price for the cream and other products changed numerous times. As we sat waiting for the comp facial in another closed area, another guy asked a few questions and when we told him we werent interested in purchasing anything else he walked out. So we walked out and told the guy who sold us the creams how unprofessional that was and walked out. A few minutes later the gal who initially approached me asked for us to return and she provided a free complimentary product as she knew we were very upset and disappointed in the way the facial guy just walked out which is not what the initial guy had told us. Also, they dont offer any refunds for opened products. But how do you know if the product works if you dont open and try the products? Most cosmetic places allow returns up to 30 days even if opened. If they really believe in their products why would they not guarantee it?? Is it bc they know they are overpriced or they dont give you what they put on you in store? Shameful the way they operate. Reading other complaints it appears they have the same answer and dont care about their reputation.

  Business Response

  Date: 04/24/2024

  Dear ********,

  To ensure that your concerns are addressed appropriately and to provide you with the assistance you deserve, I encourage you to reach out to our dedicated customer service team. They are well-equipped to listen to your experience in detail, investigate the situation further, and work towards a resolution that aligns with your expectations.

  With out addressing any specific claim or details, ****'s business practices has consistently operated on full transparency and full autonomy to each customer regarding any decision made to complete a purchase. We strive to provide outstanding services, making honest sales whilst delivering all information available regarding the items ensuring our customers to make an informed commitment. All purchases are well documented and acknowledged by all our clients requiring their signature, as well as we have a sign posted in each store affirming our policies. Our non-refundable policy for opened products is common in beauty salons for hygiene, product integrity, and regulatory compliance.

  Sincerely,

  Hawaii Beauty Group

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My 75-year-old father was visiting me (son) from the mainland and lured into Sericin Plus at ***************** on Nov 6, 2023 while I was at work. After three hours of sales reps boosting his ego and need for skin care products, they packed up several products. The roughly $15,000 price tag was never communicated until my father was at the counter with his credit card. "I can always return them later if I'm not happy", he thought. This behavior was incredibly unusual for my father, who is normally conservative with his money. The sales rep quickly asked that he pay and sign. Nobody in the store mentioned the no return policy to my father, nor that said policy was buried in tiny font at the bottom of the receipt. It appears their objective was to distract my father enough for him to quickly pay and sign, thereby securing obscene revenue for a product worth a fraction of its price. The company used 2-3 of his credit cards and swiped them collectively least 6 times for random dollar amounts - akin to if a thief stole it and went on a shopping spree at the mall. The credit card companies said they had never observed his type of action from a normal business. His credit card companies blocked $5,000 of the $15,000 under assumption of fraud, but unfortunately the remaining $10,000 was approved.As a local, I'm aware that these skin-care shops in tourist destinations throughout Hawaii have made headline news and been under investigation by authorities over the past few years.When I discovered what had happened an hour later, I took my father back to the store and requested a full refund. They refused, and we were told "maybe your father should make better decisions next time" and to "call this number for our headquarters." It was a dead end, and nobody ever picked up. When I asked for the store manager and/or employee names, everyone in the store refused to provide information, said he/she had just arrived a few hours/days ago, and didn't know who was in charge.

  Business Response

  Date: 02/27/2024

  Dear ****,

  We have received your complaint and had an active case in which our customer service team had attempted to reach out to your father and address his concerns and find a resolution, however despite our efforts, it appears that cooperation with the resolutions provided was limited. Subsequently, even after your father had disputed the charges with his credit card company, they ruled in our favor, referencing the comprehensive documentation provided and affirmed the validity of the charges in question.

  While our company prefers to resolve issues internally, once a dispute is initiated, we are obligated to adhere to the established policies and procedures outlined by creditors. Despite the desire to address the matter amicably, any decision made through the dispute process must be respected and upheld.
  
  With out addressing any specific claim or details, Sericin Plus's business practices has consistently operated on full transparency and full autonomy to each customer regarding any decision made to complete a purchase. We strive to provide ********************, making honest sales whilst delivering all information available regarding the items ensuring our customers to make an informed commitment. We stand behind the quality of our products and we are confident in their effectiveness. All purchases are well documented and acknowledged by all our clients requiring their signature, as well as we have a sign posted in each store affirming our policies.
  
  Sincerely,
  
  Hawaii Beauty Group

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21254063
  
  I am rejecting this response because:

  Hawaii Beauty Group claims that it "had an active case in which our customer service team had attempted to reach out to your father and address his concerns and find a resolution, however despite our efforts, it appears that cooperation with the resolutions provided was limited." This is an inaccurate representation of events. My father had initially reached out to Hawaii Beauty Group by phone and email about receiving a refund. However, given the initial response he received at the store and delayed response from the company, he initiated a dispute with the credit card company. Based on his personal experience and reviews from prior customers, this was a logical course of action. As soon as Hawaii Beauty Group discovered my father had opened a credit card dispute, they responded by email indicating they would cease all communication with him. In either case, it's unclear what Hawaii Beauty Group would have considered to be a mutually beneficial "resolution" given that a refund was off the table.

  Hawaii Beauty Group also claims that "even after your father had disputed the charges with his credit card company, they ruled in our favor, referencing the comprehensive documentation provided and affirmed the validity of the charges in question." This claim lacks context and is therefore inaccurate. My father's dispute related to his purchase remains an open case - under investigation - by the credit card company. Given the specific classification of my father's initial dispute, the credit card company could not (per policy) overturn payments already made to Hawaii Beauty Group. This is what Hawaii Beauty Group references as a "ruling in its favor." However, the credit card company is currently investigating a separate dispute classification - whether Hawaii Beauty Group provided clear evidence of its no-refund policy. My father does not have a receipt from Hawaii Beauty Group for several of his purchases, and employees at the store never verbally told him about the no-refund policy. The only evidence of such a policy was the sign behind the counter, which is exceedingly difficult to read given the tiny font - nor was it referenced to my father at the time of purchase. Hawaii Beauty Group's claim that its no-refund policy is "transparent" thus lacks merit. 

  Sincerely,
  Matt 

  Business Response

  Date: 04/24/2024

  Dear ***, 

  Hawaii Beauty Group stands by its efforts to address your father's concerns and find a resolution within the bounds of its policies. While we acknowledge his initial outreach regarding a refund, we made genuine attempts to communicate and resolve the issue through our customer service team. However, we encountered challenges in reaching a mutually agreeable solution.

  It is entirely within reason to allow our financial department to handle a credit card dispute, as it falls under the purview of merchant services and is not a matter that customer service can directly address. This approach ensures that disputes are managed efficiently and in accordance with established procedures, minimizing potential confusion and streamlining the resolution process for all parties involved.

  Without addressing any claims, Hawaii Beauty Group strives to maintain full transparency its policies and should there be any further inquiry regarding said policies, our employees would happily oblige. 

  The dispute resolution should be handled and properly address through the appropriate channels and will be upheld accordingly.

  Sincerely,

  Hawaii Beauty Group