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:05/01/2025

  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 purchased a $19.99 4 week "app" for my phone and since then have been charged for some "subscription" in the amount of $38.95 which I most certainly DID NOT AUTHORIZE OR SUBSCRIBE to.I wish to be reimbursed for the two erroneous charges and for this company to recognize that they are NOT AUTHORIZED to place any additional charges and if there is some bogus SUBSCRIPTION for it to be cancelled immediately. I did send an email to which they replied but told me to call them. If course, there is no one that answers the phone number provided in the email.

  Business Response

  Date: 05/02/2025

  Dear ******,
  
  
  Thank you for reaching out regarding your membership. I completely understand your concerns and want to reassure you that weve processed two refunds of $38.95 each for the months of March and April. Additionally, your membership has been canceled, so you will not be charged going forward. The refund should reflect to your ****** account shortly and you will receive an email confirmation.
  
  Id like to clarify that the membership was successfully signed up for as a subscription plan during your checkout process. We aim to make our options clear and straightforward, but I completely understand how this might have been confusing, especially if you were exploring the program for the first time.
  
  I truly appreciate you bringing this to our attention, and well take steps to ensure greater clarity for others in the future. We hope this resolves your concerns. If you decide to revisit our program at any point, wed love the chance to welcome you back with the right plan that fits your needs.
  
  Please dont hesitate to reach out if you have any further questions or feedback.
  
  
  Best regards, 
  
  Nooro Team
  
  

• Initial Complaint

  Date:04/28/2025

  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 charged a subscription price of approximately *****. I called the number given so I could cancel the service and return the product. I was transferred to another agent after several minutes of being on hold. Once I got to that agent I was told I would have to be given a call back from another agent. This is a scam.

  Business Response

  Date: 04/29/2025

  Hi ******,
  
  Thank you for reaching out, and Im truly sorry to hear about your recent experience. That is certainly not the kind of service we want you to have, and I completely understand your frustration.
  
  Weve successfully refunded $30.74, and you should see it reflected in your account within 35 business days, or possibly sooner. An email confirmation has also been sent for your reference, and weve ensured your subscription is canceled to avoid any future charges.
  Id like to clarify that the membership was signed up for as part of a subscription plan during your checkout process. We always aim to make our options clear and straightforward, but I completely understand how this might have been confusingespecially if it was your first time ordering.
  
  I truly appreciate you bringing this to our attention. Your feedback is incredibly valuable, and well take steps to improve clarity for all customers moving forward. We hope this resolution addresses your concerns. If you ever decide to revisit our program, wed love the opportunity to welcome you back with a plan that suits your needs better.
  
  Please dont hesitate to reach out if you have any further questions or feedback.
  
  
  Best regards,
  
  Nooro  Team

• Initial Complaint

  Date:04/28/2025

  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.

  Did not understand that they are a subscription service until I saw an additional charge.

  Business Response

  Date: 04/29/2025

  Hi *****,

  
  Thank you for reaching out, and Im really sorry for any confusion caused by the subscription charge. Thats definitely not the experience we want you to have.

  
  Weve gone ahead and successfully refunded $26.63, and you should see it reflected in your account within 35 business days, or possibly sooner. We've also sent you an email confirmation for your reference.

  
  To prevent any further charges, weve made sure your subscription is fully canceled.

  
  Id like to clarify that the membership was signed up for as a subscription plan during your checkout process. We aim to present this information clearly and transparently, but I completely understand how this could have been confusingespecially if it was your first time ordering.

  
  If you have any more questions or need further assistance, were here to help.

   

  
  Warm regards,
  Nooro Team

  Customer Answer

  Date: 04/30/2025

   
  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:04/25/2025

  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 have requested cancellation of membership and they have not cancelled. Finding a way to cancel was nearly impossible and now the request has not happened.

  Business Response

  Date: 04/27/2025

  Hi *****,

  
  Thank you for reaching out, and Im really sorry to hear about the difficulties you've encountered with the cancellation process. I completely understand how frustrating this must be, and I want to make sure everything is resolved for you.

  
  I tried calling you today to address your concerns but was routed to your voicemail. I want to assure you that the previous agent you spoke with on April 25, 2025 has already cancelled your subscription to avoid any future charges. For your reference, here is the cancellation ID: **********.

  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. Im here to help!

  
  Best regards,

  Nooro Team

• Initial Complaint

  Date:04/24/2025

  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 saw that advertisement on channel 4 New York news app. I ordered a nail fungus light on 3/31/25. it arrive on April 9 and I opened it, found the box was opened and rotten and the product inside was made of cheap plastic, claimed as a medical equipment, I cannot accept it so I submit a refund request on the same day I received it. After a few days, they reject my request, not giving me back my money which they promise a 90 days refund

  Business Response

  Date: 04/25/2025

  Hi ******************start="135" data-end="138"> Thank you for bringing this to our attention. Im truly sorry to hear about your experiencethat is definitely not the experience we want you to have, and I completely understand your frustration.
  
  Please rest assured, we will be processing your refund of $108.82. This will reflect in your account within 35 working days, or possibly sooner. Youll also receive an email confirmation once the refund has been issued for your reference.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.
  
  
  Best regards,
  
  Nooro Team

• Initial Complaint

  Date:04/21/2025

  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.

  4/21/2025 10:07 I was looking at this program on ******** and decided to look into ordering a challenge that was $19.99. Which was fine.However the charge that went through was $119.25 because they charged me for a subscription. ???? I never asked for or wanted a subscription.I promptly sent an email to ask for a refund of my money. When I say promptly, I sent it within 30 seconds of seeing the confirmation amount.The have been speaking to them all day through email and just finally broke down and called to try to get this resolved. They REFUSE to put through a refund for a transaction I didnt want nor know I paid for???They are telling me I HAVE TO use their product/app for two weeks and show proof that I used it to get a refund. I am being forced to use a product/app that I do not want to use because o get a refund of my money. This makes absolutely no sense.For one, looking at their ******** tactics its clearly a scam and then they charge you more than you even agreed on. This is beyond horrible business.They refuse to refund me and all I want is my refund today.The order is still pending with my credit card account so it should be extremely simple for the refund to be put through. No one should buy through this company if this is how they treat *********

  Business Response

  Date: 04/22/2025

  Hi ********,

  
  Thank you for reaching out and for sharing your experienceI completely understand how upsetting and frustrating this situation must have been for you, and I sincerely apologize for the confusion and inconvenience caused.

  
  I tried calling you earlier to personally address your concerns, but I was routed to your voicemail. After reviewing your account, I can see that you spoke with one of our agents today, and I want to confirm that your order has been cancelled and a full refund of $119.25 has been processed.

  
  Please allow 37 business days for the refund to reflect back to your account, depending on your banks processing times. For your peace of mind, Ive also resent the refund confirmation to your email so you have it as a reference.

  
  In the meantime, if you have any further questions or need additional assistance, please dont hesitate to reach out to us at *****************************************************************.
  
  

  Warm regards,

  Nooro Team

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23232784
  
  I am rejecting this response because:

  I was forced to use their product before receiving my refund. Only until I did so did they say I would finally receive my refund.
  

  The phone call Nooroare supplying you with was a day AFTER I was too frustrated and wanted the situation over with so I followed the ridiculous return policy of trying out their app before canceling.

  I have not received my refund yet just an email telling me its gone through. I will not close this complaint until I see the refund go through on my card.

  
  JH

  Business Response

  Date: 04/23/2025

  Dear ********,
  
  Thank you for sharing your concerns, and we truly understand your frustration. Were very sorry for the inconvenience youve experienced and for the way the process has made you feel.

  
  We want to assure you that your refund has been processed, and while we understand that receiving only an email confirmation isnt enough until you see it reflected on your card, please rest assured it is on its way. Refunds typically take 35 working days to appear, depending on your banks processing time.

  
  For your reference, here are the transaction IDs you can provide to your bank if the refund still hasnt appeared after the expected timeframe:
  d04bt3v0i47beje1f350
  d04bt2n0i47beje1f330

  
  We sincerely appreciate your patience and understanding as we work to ensure this is fully resolved. If you need any further assistance in the meantime, were here to help.
  
  
  Warm regards,
  ******
  Nooro ************* Team

  Customer Answer

  Date: 04/24/2025

   
  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:04/21/2025

  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 would love to leave a positive review, but I cannot do so. I was very disappointed that a replacement Emulator was not available for my Version 1 Nooro Foot Massager. I have used this for two years successfully and would like to continue doing so. Offering me Version 2 for $169 is not a reasonable solution in my mind. I would like to have your company stand behind their products.Sorry.**** ******* ******************** ************

  Business Response

  Date: 04/22/2025

  Hi ****,
  
  Thank you so much for reaching out and for sharing your honest feedback. I truly understand how disappointing it must be to not have a replacement readily available for your Version 1 Nooro Foot Massagerespecially after using it successfully for two years.

  
  We genuinely appreciate your loyalty, and we want to make this right. As a one-time courtesy, wed be happy to process a replacement for you with the exact same version you currently have. You can expect to receive it within 710 working days, or even sooner.

  
  Thank you again for giving us the opportunity to make this right. If theres anything else we can assist you with, please dont hesitate to reach out.

   

  
  Warm regards,
  Nooro Team

  Customer Answer

  Date: 04/30/2025

   
  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.The concern I had was handled by Nooro very well. I received the replacement without charge, and I am very satisfied.
  Thank you.
  **** *******

• Initial Complaint

  Date:04/19/2025

  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 ordered this service on December 22, 2024. I never used the service, so I decided to cancel it on Feb 17, 2025. I received an email they would sent my request to their billing department. I was then billed again on March 16, 2024. I again asked for a refund and requested the subscription to be canceled. Again I received an email from Jan who asked for account number, address and phone number. I answered the email and never heard back, until I was billed again on April 13, 2025. I filed a complaint with my payment processor this time and called the nooro. I wasntold that they didn't cancel my subscription because I didn't call. (In any email exchange they didn't divulge this information) and they would not give me a refund because I didn't try the product. I argued that I should still receive a refund because the subscription was canceled two months ago. They refused and said they would send me an email with a cancelation number. I have yet to receive such email. My complaint is for deceptive trade practices and hiden cancelation information that seems like fraud.

  Business Response

  Date: 04/20/2025

  Hi *******,

  
  Thank you for taking the time to reach out and share your experience. I sincerely apologize for the frustration and inconvenience this situation has caused youwe completely understand how upsetting this must be.

  
  After carefully reviewing your account, we were unable to locate a cancellation request submitted in February. To clarify and set the right expectations, we currently offer two official methods for canceling a subscription:

  
  1. Through the Nooro application, available on your phone, tablet, or computer
  2. By calling our 24/7 customer support line

  
  These channels are in place to ensure cancellations are processed promptly and securely. I understand this was not made sufficiently clear in previous communications, and I truly regret the confusion and inconvenience that resulted from that.

  
  That said, we want to make this right. As a courtesy, weve gone ahead and:

  
  - Cancelled your subscription, effective from your initial cancellation attempt in February
  - Processed a refund for the February and March charges
  - Regarding the April 13 charge, since a dispute has already been filed through your payment processor, we kindly recommend canceling the dispute, after which we will be able to issue a refund directly. Once the dispute is withdrawn, please allow ********************************************* your account.

  
  Rest assured, your subscription has now been fully cancelled, and no further charges will occur. Your cancellation ID is: ********** for your reference.

  
  If there's anything more we can do to assist you, please dont hesitate to reach out. We truly value your feedback and appreciate the opportunity to resolve this for you.

  
  Warm regards,

  Nooro Team

• Initial Complaint

  Date:04/11/2025

  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.

  This company took money from my bank account without authorization. I ordered a foot massager three weeks ago and today April 11 2025 they withdrew ***** from my account. I already paid them for my order .I have no idea what this was for. I want my money back.

  Business Response

  Date: 04/13/2025

  Hi ******,

  
  Thank you for reaching out, and Im truly sorry for the confusion and frustration this unexpected charge has caused. I completely understand your concern, and Im here to help get this resolved for you right away.

  
  Id like to clarify that the $$31.32 charge on April 11, 2025, was for the VIP **************** membership. This was successfully signed up for as a subscription plan during your checkout process when you placed the order for your foot massager. The membership was provided as a free trial, and we sent a notification email 7 days before the trial ended to give you the opportunity to cancel if you chose not to continue.

  
  That said, I absolutely acknowledge and respect your feedback about this process, and I understand how it may have been unclear. To make this right, weve gone ahead and canceled your subscription and have also processed a full refund for the $31.32 charge. Please allow ************************************************** your account, depending on your banks processing time.

  
  Thank you again for bringing this to our attention, ******. If theres anything else I can help with, please dont hesitate to reach out.

  
  Warm regards,

  Nooro Team

  Customer Answer

  Date: 04/16/2025

   
  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:04/10/2025

  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.

  They have charged my debit card ***** for the last two months after I have canceled

  Business Response

  Date: 04/11/2025

  Dear ****,
  
  Thank you for reaching out to us regarding your membership. I completely understand your concerns and want to reassure you that weve processed a full refund for your subscription orders. Your subscription has also been canceled, so you wont be charged moving forward. 
  
  Id like to clarify that the membership was successfully signed up for as a subscription plan during your checkout process. We aim to make our options clear and straightforward, but I completely understand how this might have been confusing, especially if you were ordering online.
  
  I truly appreciate you bringing this to our attention, and well take steps to ensure greater clarity for others in the future. We hope this resolves your concerns. If you decide to revisit our program at any point, wed love the chance to welcome you back with the right plan that fits your needs.
  
  Please dont hesitate to reach out if you have any further questions or feedback.
  
  
  Best regards,
  
  Nooro Team