ComplaintsforFull Beauty Brands

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/1/2024 I placed online an order for clothes. I realized I didn't want the order placed after all. I immediately contacted customer service through their online chat and it was cancelled. Nothing had shipped, it was only in the process status for one of the four items. I have a copy of the conversation from *****. This morning 7/2/2024 I noticed on my bank account that the charge was on hold, pending transaction. So the funds aren't available to me. The bank told me that they cannot release the hold and that the company who placed the hold has to. I spoke to a "resolution supervisor" named **** ***** (Badge #, they are not allowed to use last name) who told me it was placed on hold and they cannot remove it. It will be removed within 72 hrs. I want this money released and made available to me. The order was cancelled. Nothing was shipped. But they are keeping my money for 72 hours now. I want the funds released from hold with my bank ASAP.

  Business response

  07/03/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the Catherines brand of products (collectively,"FullBeauty Brands") received complaint ID ******** from *********************** forwarded from your office, and we are writing to respond.
  
  ****************** complaint states that she placed an order on 7/1/24, and then contacted Catherines customer service through an online chat the same day to cancel it. On 7/2/24, ************** noticed a pending transaction for the canceled order on her credit card. She reached out to customer service again and was informed that the hold would be removed within 72 hours. ************** is seeking to have the pending transaction removed from her account as she has canceled the order.
  
  FullBeauty Brands records indicate that ************** placed an online order through catherines.com on 7/2/24. The order totaled $128.50, and her MasterCard was authorized for the charge upon shipment. On the same day, she contacted customer service via the chat option on the website to cancel the order.
  
  Regarding the pending authorization charge on ****************** credit card, since ************** canceled the order, the charges will not be applied to her MasterCard. It can take ***** hours for the funds to be released back to the card, depending on the bank institution. We can send an authorization drop form to ****************** bank to expedite the release of funds. However, due to the upcoming July 4th holiday, the bank might not release the funds until the next business day after the holiday.
  
  We thank ************** for taking the time to inquire, and we trust we have provided the information necessary to resolve this matter.
  
  Sincerely,
  *********************
  FullBeauty Brands, ************************************************** | Fax: **************
  ******************************************
  

  Customer response

  07/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Although the hold was released as of 7/4 (it was still on hold the morning of 7/3) they held onto my money for 72 hours after I cancelled the order.  It is their automatic procedure to hold onto funds that long. They really didnt resolve the issue. Yes,the money is back in my acct as of 7/4.  Surely I am not the only one who has had this happen where an order is cancelled and the funds were still left on hold for 72 hrs. 
  The resolution specialist should be given the authorization to release the bank hold sooner than the automatic 72 hours, and especially when a customer calls.  He didnt do that. I asked to speak to his supervisor and he transferred me to someones voicemail (which I couldnt understand and I didnt leave a message.)   
  
  Before I agree that this has been resolved, I still want to address the fraudulent practice this company has and ask for a review of their procedures.  This process needs to be changed and I want to escalate this illegal business practice to ensure it will be.
  Regards,
  
  *******************
  

  Business response

  07/08/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the Catherines brand of products (collectively,"FullBeauty Brands") received complaint ID ******** from *********************** forwarded from your office, and we are writing to respond.
  
  ****************** rejection complaint states that although the funds were released on 7/4/24, she is still seeking an explanation as to why the pending charge took 72 hours to be removed after she canceled the order.
  
  FullBeauty Brands wants to clarify that while we can authorize the release of funds, the timing of the actual availability of those funds is determined by the bank that issued the credit card. When an order is submitted, our system places a hold on the funds, which typically lasts for ***** hours. This is a standard procedure to ensure the security and proper handling of transactions.
  
  We apologize for any inconvenience caused and assure her that we are committed to improving our procedures and we value her feedback regarding the need for quicker authorization and the ability to escalate issues more efficiently.
  
  We thank ************** for taking the time to inquire, and we trust we have provided the information necessary to resolve this matter.
  
  Sincerely,
  *********************
  FullBeauty Brands, ************************************************** | Fax: **************
  ******************************************
  

  Customer response

  07/09/2024

   My issue is that when I called the "resolution supervisor" named **** *****  the day after I placed order and then cancelled it within an hour, he should have, and did not, remove the hold and said it could not be done - at all. And my bank told me that they could not remove the hold.  I don't think this company is being truthful here. 

  I don't accept their explanation. 

  *******************

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  My issue is that when I called the "resolution supervisor" named **** *****  the day after I placed order and then cancelled it within an hour, he should have, and did not, remove the hold and said it could not be done - at all. And my bank told me that they could not remove the hold.  I don't think this company is being truthful here. 

  I don't accept their explanation. 

   

  Regards,
  

  
  *******************

  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FBB Kingsize rewards have a hidden clause that makes you join their rewards system if you want discounted shipping. They then charge you $16.95 every month. I just took over paying bills for our family and this charge has been occurring for 2 years now. There has never been an email notification of monthly charges or anywhere that told me I was joining a subscription that gives you NOTHING in return. The practice is deceptive and sneaky. I'm out $420 and change (My fault for not finding it sooner, I get that...expensive ****** learned.) However, I will be talking to my lawyer about a class action suit. A quick search on ****** showed me that I'm not the only one who has been deceived by this scam.

  Business response

  07/02/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the King Size brand of products (collectively,"FullBeauty Brands") received complaint ID ******** from ******************************************* forwarded from your office, and we are writing to respond.
  
  **************************** complaints states that he noticed charges on his bank account for a rewards program. He maintains that he neither enrolled in nor authorized these charges. Consequently, she is requesting a refund for the membership fees incurred.
  
  Regarding the $16.95 charges to ****************************, we offer a "Member Rewards Program" to our customers after the customer places an order. This program is through a third party (Ebbo/Clarus) which offers free shipping rebates up to $15.00. The 30-day trial period is free, and after the 30-day trial, the customer is billed $16.95 per month plus tax unless the customer calls and cancels. Membership requires a purposeful act on the customer's end to sign up for the membership; therefore, the customer is not automatically subscribing, and the customer cannot accidentally subscribe. **************************** placed an online order through kingsize.com on 11/28/22 and at that time enrolled into the Member Rewards Program. The sign-up page explains the free trial and monthly fee and the complete terms and conditions for the program. Then, the customer receives an email or a welcome packet in the mail, which was emailed to Ms. ************* email address on 11/28/22, with the program details,including instructions to cancel the program online, by phone, or by mail.Since **************************** never called to cancel the program, it resulted in her being charged the $16.95 for 19 months.
  
  We contacted Ebbo/Clarus, the third party managing the Member Rewards program,and they confirmed that the membership was canceled on 7/2/24. They also verified that on 7/2/24, a refund of $203.40 was processed to ******************************* credit card account, and a refund check of $118.65 was issued and these amounts will cover the 19 months of membership charges. The refund to the credit card will be posted within 3-5 business days, and the check should arrive within 7-10 business days.
  
  We thank **************************** for taking the time to inquire, and we trust we have provided the information necessary to resolve this matter.
  
  Sincerely,
  *********************
  FullBeauty Brands, ************************************************** | Fax: **************
  ******************************************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for 4 shirts on Friday May 31st, 2024 at 11:39am. I have attached my order confirmation email below. After waiting for for over 3 weeks and speaking to countless different customer support "specialists" I have received nothing but different information every time I call. I have read through all of the company policies and terms of service and nothing I was told over the phone matches anything that is listed in their policies. The last tracking update through ***** was on June 11, and since then there has been no movement of the package at all. After I called and spoke with ***** I was told I needed to contact the shipper as they have the ability to file a claim for a missing package and I do not. After contacting the shipper for a 7th time I was continuously told that it was not their responsibility and that they could not do anything about it despite them being the ONLY ones that have any authority to resolve the issue. I have requested a refund over 7 times now only to be told that the products were shipped out and that it's my problem now. If I pay for products I expect to receive them and that is not an unreasonable thing to expect. I am truly fathomed by the customer service and response I have received from the company and it's honestly offensive that it would be deemed appropriate to lie to the consumer as frequently and regularly as they have. Things should not have to be escalated to this extent, however; I feel as this is the only option I can resort to.

  Business response

  06/26/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the KingSize brand of products (collectively, "FullBeauty Brands") received complaint ID ********* from *********************************** forwarded from your office, and we are writing to respond.
  
  We understand that ************************ placed an order for four shirts with KingSize on 5/31/24. He has been waiting over 3 weeks to for his order and has spoken with countless customer service specialists. He has received different information every time he calls. ************************ has read through all the company policies and terms of service and nothing he has been told over the phone matches what is listed. The last scan on his package was on June the 11,2024 and since then there has been no movement. ************************ called and spoke with Fed-Ex and was told to contact the shipper as the shipper must file the claim. ************************ contacted KingSize and was told for the 7th time that it was not their responsibility, and they could not do anything to resolve the issue. ************************ requested a refund over 7 times to be told the items were shipped so that would be his problem.************************ feels if he pays for products, he expects to receive them and he is fathomed by the customer service he has received from **********************. Things should not have to escalate to this extent, however ************************ felt this was his only resort. ************************ is requesting a refund of $130.30 for the order he has not received.
  
  Shipments within the contiguous ************* should arrive within 6-9 business days from shipment date, if ordered by 3PM (EST). Deliveries to AK, HI, APO, FPO and US Territories are shipped **** Priority Mail. Please allow 20 business days for delivery.
  
  Our records show that ************************ placed an order with KingSize on 05/31/24.Our warehouse shipped the order on 06/04/24 via Fed-Ex tracking number ********************.************************ did contact KingSize on 06/13/24 ************************ was advised to allow 12 business days for delivery. ************************ reached out to KingSize again on 6/20/24 and was told he was provided incorrect information we must wait 20 days from the ship date before a package can be considered as lost and to contact back on 6/25/24 for an adjustment if his order still had not arrived.
  
  We reached out to ************************ via email on 6/26/24 with a resolution to his complaint which entails us processing the non-receipt credit for him on 6/26/24 in the amount of $130.30. We apologize to ************************ for any inconvenience this has caused him, and we appreciate his understanding and patience. We ask that ************************ please allow 3 to 5 business days for the refund to post to his original method of payment.
  
  We thank ************************ for taking the time to inquire, and we trust we provided the information necessary to resolve this matter. Please let us know if you have any other questions.
  
  
  Sincerely,
  ***************
  FullBeauty Brands, Executive Communications
  Office: ************** | Fax: **************
  ******************************************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  King Size advertised 40% off on ******* I tried getting a chair on the sale but couldn't online. I was hung up by phone, and chatted online to learn how to place the order 3/26/24 for $80.37. On 3/28/24, I received a Full Beauty Brands box. This box allegedly had a "7 Drawer Storage" pack of "cloth drawers" labeled ""Art. No. *****." I hadn't ordered "cloth drawers," so I contacted King Size after finding online "Full Beauty Brands" was "King Size." I sent a photo of the box opened prior to delivery. I didn't know what "cloth drawers" were to determine whether or not the package even had "7 Drawer Storage" inside beyond the paper saying "7 Drawer Storage." King Size wouldn't send me the item ordered without taking $64.06 to place a new order 3/28/24. After charging me again for the same item I never got, they said refund was contingent on getting the item back. ***** delivered it, but they wouldn't provide means to return it. I had to call ************ to get a return label mailed for pickup. I was told 7-10 business days to receive it by 4/15/24. I didn't get the label the week of 4/15/24, so the next week I called 4/26/24. They claimed they don't mail labels or pickup items. I said I had their cloth drawers box inside and unless it could go outside I needed payment to keep it stored for them until they figured out how to pickup. They said they couldn't so I asked instead if I could discard it. They said no again, and I said I wasn't a free warehousing site for King Size's abandoned property, and that if they didn't provide the means to return the item I never ordered that it would be discarded after 30 days from that notice. **** of America found King Size was a fraud in their review, crediting me the refund for the item I'd ordered 3/26/24 and never received in the amount of $80.37. King Size sent me a notice they'd try "collections" for the worthless fraud package that I was told when I paid for disposal ironically didn't even have seven "cloth drawers" inside.

  Business response

  06/26/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the King Size brand of products (collectively, "FullBeauty Brands") received complaint ID ******** from ********************************* forwarded from your office, and we are writing to respond.
  
  We understand that ******************** purchased a chair from King Size for $80.37 but received a 7-drawer storage unit instead. After contacting King Size customer service and providing proof of the incorrect item, ******************** states he was asked to pay an additional $64.06 to place a new order and was told a refund depended on the item's return. Despite requesting a return label, that he claims never arrived. ******************** informed King Size he would discard the item if not collected within 30 days. His ****, **** of America, later credited him the $80.37. ******************** wants the collection letters to stop, asserting that the wrong item was sent, and no attempt was made by King Size to retrieve it.
  
  Our website provides the following information regarding this scenario:
  WHAT SHOULD I DO IF I RECEIVED THE WRONG ITEM
  Received an Incorrect Item?
  Please place a new order on our website and return the incorrect item using the instructions on the back of the packing slip. Or, call us toll-free at *************. We'll issue a credit for the incorrect item to the original credit card, and charge your card for the correct item once it's shipped.
  
  FullBeauty Brands records show ******************** made an online purchase on 3/26/24, through kingsize.com, buying a camp chair for $58.79, with $6.60 in tax and a $14.98 shipping and handling fee, totaling $80.37. The package was shipped to Mr.********* address on 3/27/24. However, on 3/28/24, ******************** contacted King Size customer service to report receiving the wrong item. On the same day, he was sent a QR code (HR6P7HKJ) for returning the incorrect item through Happy Returns, along with a return label (#*************************). Additionally,a refund of $80.39 was issued to him, and the correct item was shipped to him on 4/2/24.
  
  ******************** was informed that he had **************************************** he would be charged again. As of 4/30/24, the incorrect item had not been returned to the warehouse, resulting in a recharge of $80.39. Due to Mr.********* **** disputing the charge, letters were sent to him in an attempt to collect payment for the incorrect item he received but did not return.
  
  Due to Ms. ********* **** disputing the charge on his **** card and issuing a refund, we have stopped sending ******************** collection letters regarding the incorrect item as of 6/26/24. Although we provided ******************** with a return QR code and label for the incorrect item, he is no longer required to return it.
  
  We apologize for any inconvenience caused during this process and we thank ******************** for taking the time to inquire, and we trust we have provided the information necessary to resolve this matter.
  
  Sincerely,
  *********************
  FullBeauty Brands, Executive Communications
  Office: ************** | Fax:**************
  ******************************************

  Customer response

  07/03/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  I appreciate that they have decided the disposed box and its alleged contents sent to me and refused to pickup doesn't need to be returned, and that there will be no further attempt to collect on sending me items I never ordered. I did not appreciate that somehow sending me a QR code and failing to ever mail me a return label constituted in their opinion facilitating return of product that I didn't order that I was holding in environmentally-controlled storage conditions on behalf of the company. I hope that in the future customers will be provided means to return product they did not order, and that new orders will not need to be placed for the product they did order so that no other customer has to experience this.
  

  Regards,

  *****************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been charged 18 times from KINGSIZE REWARDS, an associated company for this brand, for something I did not consent to have my card charged for. There is a scam this company is running by hiding a sign up for some sort of discount codes that is buried somewhere. This is done to obscure the monthly charge for customers without their CONSENT.I called the company's customer service number and was not provided an adequate resolution or full refund. I have NEVER heard of this product and did not authorize these charges. This company's fradulant practices must be reviewed and shut down to prevent further harm to customers.

  Business response

  06/24/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the King Size brand of products (collectively,"FullBeauty Brands") received complaint ID ******** from ******************************* forwarded from your office, and we are writing to respond.
  
  ******************** complaints states that he noticed charges on his bank account for a rewards program. He maintains that he neither enrolled in nor authorized these charges. Consequently, he is requesting a refund for the membership fees incurred.
  
  Regarding the $16.95 charges to ********************, we offer a "Member Rewards Program" to our customers after the customer places an order. This program is through a third party (Ebbo/Clarus) which offers free shipping rebates up to $15.00. The 30-day trial period is free, and after the 30-day trial, the customer is billed $16.95 per month plus tax unless the customer calls and cancels. Membership requires a purposeful act on the customer's end to sign up for the membership; therefore, the customer is not automatically subscribing,and the customer cannot accidentally subscribe. ******************** placed an online order through kingsize.com on 10/17/22 and at that time enrolled into the Member Rewards Program. The sign-up page explains the free trial and monthly fee and the complete terms and conditions for the program. Then, the customer receives an email or a welcome packet in the mail, which was emailed to Mr.********* email address on 10/17/22, with the program details, including instructions to cancel the program online, by phone, or by mail. Since ******************* never called to cancel the program, it resulted in him being charged the $16.95 for the months he inquired about.
  
  We reached out to Ebbo/Clarus, the third party responsible for the Member Rewards program, who confirmed that the membership was canceled on 6/20/24.Ebbo/Clarus also verified that on 6/20/24, a refund of $339.00 was processed,with $203.40 credited to Mr. ********* credit card account and a check for $135.60. ******************** can expect to receive the check within 7-10 business days.
  
  We thank ******************** for taking the time to inquire, and we trust we have provided the information necessary to resolve this matter.
  
  Sincerely,
  *********************
  FullBeauty Brands, ************************************************** | Fax: **************
  ******************************************

  Customer response

  06/27/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a large order on March 6th, the Order was missing items and I contracted them on or around April 11th and was assured that the rest of my order was coming after receiving a second package I was told was the rest of my order was still lacking items and then was told by the beginning of June ** receive them so when June came around and I still hadnt received the items or heard anything from the company I contacted them twice and finally got them to agree to mail out the remainder of my items this week as I write this I just received another package and Im STILL short a t-shirt.

  Business response

  06/20/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the KingSize brand of products (collectively,"FullBeauty Brands") received complaint ID ******** from Mr. ********************* forwarded from your office, and we are writing to respond.
  
  We understand that ************** ordered a large order on March 6th, the order was missing items and ************** contracted KingSize on or around April 11th and was assured that the rest of his order was coming. ************* received a second package, and he was told the rest of his order should arrive by the beginning of June. **** came around and he still hadnt received the items or heard anything from KingSize.  ************** contacted KingSize twice and finally got them to agree to mail out the remainder of his items this week. As he is writing this complaint, he just received another package and is still short one **shirt. ************** is requesting delivery of his remaining **shirt.
  
  Our records show that ************** placed an order on 03/06/24 for 8 items, 5 items were in stock and shipped on 03/08/24 and Mr. ****** PayPal account was charged $176.78. 3 items remained on backorder. The first backorder, a 5 pack of boxers arrived and was shipped on 3/19/24, and ************** PayPal account was charged $55.68. The second item to arrive in was the Electric turquoise crewneck tee and was shipped on 6/13/24 and Mr. ****** Pay Pal account was charged for $36.54. Mr. ****** remaining item is showing currently in process the warehouse is preparing to it ship out. He should receive the **shirt in 5/7 business days.
  
  We understand how frustrating backorders can be. We strive to keep merchandise in stock, however due to high demand and unforeseen circumstances, merchandise can sell out sooner than anticipated. Backorder dates are estimates of when a product will be available for shipment. These estimates can be influenced by various factors such as production delays, supply chain issues, or unexpected demand fluctuation and are subject to change. Sometimes, these factors can be resolved sooner than anticipated, leading to the product becoming available earlier than the initial estimated backorder date.
  
  We apologize to ************** for the delay with his back ordered items and any inconvenience this has caused him. We appreciate Mr. *************** as well as his patronage and look forward to doing business with ************** in the future.  
  
  We thank ************** for taking the time to inquire. We trust we have provided the information necessary to resolve this matter.
  
  Sincerely,
  ***************
  FullBeauty Brands, Executive Communications
  Office: ************** | Fax: **************
  ******************************************

  Customer response

  06/21/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *********************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchase date: May 14 2024 Order Number: *********** 2-3 day shipping cost ***** Order total: ****** USD ****** Tracking #: ************ Supposed delivery time: 1:25 pm Supposed delivery date: May 21, 2024 Below are photos that ***** sent us of my package from Catherines store containing my wedding shoes. The photo of the *********** with the package laying on the paved driveway is not a photo of my house. I have included photos of my house at ********************************************. It is tan with a gravel driveway. In the photos you can plainly see the house number on both the mailbox and the wooden post of the house. It looks NOTHING like the house I received as proof of delivery from *****. We do not have a paved driveway. We were home at the time of the delivery notification and have ring doorbell as well. The only thing our ring doorbell shows is us going to look for the package and not finding it. I have also included a photograph of the affidavit that Full Beauty Brands required me to fill out. I have since mailed it with *** tracking and was notified that it was delivered to Full Beauty Brands in ***** last Friday. I have received no contact regarding my affidavit or refund request for the miss-delivered items. These were my wedding shoes. They were delivered to a strangers house 3 days before my wedding. I dont know where they are and dont expect to. Im really frustrated with the entire situation and feel completely flabbergasted at the insane lengths I have had to go through to attempt to make contact with a person willing to actually help me. I just want reassurance that the avenues that Ive gone through to request a refund from Catherines / Full Beauty Brands for a botched delivery are correct and that my refund is in process. Please contact me back. I really just want to make sure my affidavit was delivered along with the letter from my very stressed heart. Kindest regards,*****************

  Business response

  06/19/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the Woman Within brand of products (collectively, "FullBeauty Brands") received complaint ID ******** from Ms. ***************** forwarded from your office, and we are writing to respond.
  
  ********** filed a complaint stating that she ordered a package from Catherine's containing her wedding shoes. The photo Fed-Ex provided as proof of delivery is not ************ home it was a white house with a paved driveway and ************ home is tan with a gravel driveway. ********** was home at the time of the delivery,and she also has a ring doorbell. The only thing the ring doorbell shows is her trying to locate the package and not finding it. ********** has included a copy of the affidavit in her complaint, she has already mailed it *** tracking and it was delivered to FullBeauty Brands in ***** last Friday. ********** has not heard anything regarding her affidavit or refund request for the misdelivered shoes.********** is frustrated and just wants reassurance that her request for a refund for a botched delivery is correct and her refund is in process. ********** is requesting a refund for her missing package.   
  
  Our website provides the following information regarding packages that the carrier shows as delivered:
  
  If you are not able to locate your package, give us a call at **************. Were happy to help.
  
  Please print a PDF Affidavit Form, fill out with Order Number, Order Total,Name, Billing Address, Phone Number, and Email Address. Please sign, date, and send to our Analysts for review.
  
  Send to:
  Customer Relations Analyst
  ****************************************************************************
  
  * A police report is required for any package of $200 or more, multiple misdelivered packages totaling $200 or more within 60 days, and for deliveries with picture proof provided by carrier. Please attach the police report to your signed affidavit letter. Letter must be received within 60 days from the ship date. All claims are subject for review; affidavit does not guarantee refund.
  
  FullBeauty Brands show an order submitted online under the name of ***************** on 05/14/24, totaling $105.91. The order consisted of 2 pairs of sandals with a merchandise total of $66.98, a $8.96 tax, and a $29.97 shipping and handling fee. The items were shipped to the registered address of ********************************************** on 05/16/24 via ***** with tracking # ************.Proof of delivery was provided with a picture on 05/21/24. Upon reviewing the delivery pictures provided by ***** and comparing them with those sent by *********, it was determined that the homes did not match. On 06/19/24, we issued a refund for the order in the amount of $105.91 back to ************ PayPal account and can expect the funds to be reflected within 3-5 business days.
  
  We thank ********** for taking the time to inquire and we trust we have provided the information necessary to resolve this matter.
  
  Sincerely,
  
  
  ***************
  FullBeauty Brands, Executive Communications
  Office:************** | Fax: **************
  ******************************************

  Customer response

  06/20/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  I truly appreciate everyones time. I work in customer service for a security company and work very hard to supply everyone with white glove service.  So, I would like to thank each of you at BBB so much for hearing my story as an honest customer, and for helping me reach a resolution.  
  

  I would like to thank FullBeauty Brands for their help in resolving my case and refunding the amount paid to date.  

  Kindest regards,

   *****************

   

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Tuesday, May 22, 2024, I called Swimsuits for All to place an order for a swimsuit, using a gift card (*******************, pin #*****. My total order was $66.98 and my gift card was for $66.35, leaving a balance of $.63. I suggested to the order taker that it was not to either of our benefit to charge such a small amount to my credit card. She offered no other alternatives. I then agreed to charge my credit card but she was unable to do so, probably because the credit card company suspected a scam since it was such a unusual amount. On checking with my bank later they said there was no issue with the card. This company regularly offers discounts on their items so I don't understand why they would balk at waiving the 63 cent overage. Failing any other suggestion from the company how to handle this, I requested by letter on May 22, 2024, to send me a check for the amount of the gift card - $66.35.

  Business response

  06/18/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the Swimsuits for All brand of products (collectively,"FullBeautyBrands") received complaint ID ******** from ********************************* forwarded from your office, and we are writing to respond.
  
  We understand that ***************** called Swimsuits for All to place an order On Tuesday, May 22, 2024, for a swimsuit, using her gift card.Ms. ******** total order was $66.98, and her gift card was $66.35, leaving a balance of $.63. ****************** suggested to the order taker that it was not to either of their benefit to charge such a small amount to her credit card. The representative offered no other alternatives. ****************** then agreed to charge her credit card, but she was unable to do so, probably because the credit card company suspected it was a scam since it was such an unusual amount. ***************** checked with her bank, later they said there was no issue with the card. Swimsuits for all regularly offers discounts on their items so she didnt understand why they would balk at waiving the .63 cent overage.  ****************** is requesting to be sent a check for the gift card in the amount of $66.35.
  
  Our records show that ****************** attempted to place an order on May 21, 2024. Unfortunately,the gift card works the same as cash if there is a remaining balance after Ms. ******** gift card was applied, we would need an alternate method of payment to cover the difference before the order can be submitted. We do offer promotion codes or discounts but if there arent any available at the time for the associate to apply to the order then the balance regardless of the amount would need to be paid for the order to go through.
  
  We reached out to ****************** via telephone to try to resolve this issue on 6/18/24 but were unable to reach her. We did leave a detailed voicemail indicating we will be voiding out the gift card today and issuing her a refund check at her request. ****************** can expect to receive the refund check of $66.35 to her address on file within 6/10 business days.
  
  We thank ****************** for taking the time to inquire and trust we provided the information necessary to resolve this matter.
  
  Sincerely,
  ***************
  FullBeauty Brands Executive Communications
  Office:************** | Fax: **************
  ******************************************
  

  Customer response

  06/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.  I'll be expecting the check in 7 to 10 days and will advise you if it's not received.

   

  I thank Full Beauty Brands for agreeing to send me the refund since I was unable to place the order without an issue.
  
  
  

  Regards,

  *****************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have an ongoing issue with Catherines.com and Full Beauty Brands.- In early November, I ordered 2 pairs of jeans from this company for $49.94 + shipping. They arrived in the wrong size.- I called their 800 number and was compelled to give my credit card for new order at original price, then return the items via their "Happy Returns" at an Ulta store.- Order received, wrong size sent/received.- Called 800 number again, and repeated above process. - Order received. again wrong size sent/received.- Called 800 number a 3rd time. Exact same results. Wrong size received, called 800#, reordered.- On the 4th time, I requested they waive the rule that I had to purchase new and return old and they agreed. New order received and the order was partially correct. I decided I was done and kept the order.- ALL previous orders except last were returned for refund. Last order should never have been charged due to above agreement. The next credit card statement arrived and listed a $151.89 charge. - I called to dispute, was transferred around, and told I'd get a call back the next week.- No call came so I called again. Was transferred around, treated with contempt, and hung up on after I told them I would have to talk to my credit card company to dispute charge.- Called my credit card company. They opened a fraud investigation & deemed the charge fraudulent.- Feb 2024 thru June 2024, multiple letters from Full Beauty Brands requesting $151.89. I ignored. - Final letter dated 6/3/2024 threatens collection agency.- Sending letter to Full Beauty Brands, but EVEN IF the agent had inadvertently charged me for last order, it should have been for no more than $49.94 plus shipping. - I've explained this verbally to Full Beauty Brands/Catherines multiple times, yet they refuse to listen & keep saying I owe $151.89.- Our credit history is pristine. If they turn this to a collection *********** credit history is dinged, I will lose 40 years of PERFECT credit history.

  Business response

  06/17/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the Catherine's brand of products (collectively, "FullBeauty Brands") received complaint ID ******** from Ms. ************************************* forwarded from your office,and we are writing to respond.
  
  
  We understand that ********************** placed an order in early November for two pairs of jeans for $49.94 plus shipping and they arrived in the wrong size. ********************** called the 800 number placed an exchange and returned the incorrect items through Happy Returns. ********************** received her second order, and it was still the wrong size. ********************** repeated the process and yet again received the wrong size. When ********************** placed her fourth order, she requested that the rule be waived, ********************** received the order, and it was partially correct, so she decided to keep it. All previous orders except the last order were returned for a refund and the last order should never have been charged due to the agreement she had with Catherine's. ********************** received her next credit card statement, and it listed a charge of $151.89. ********************** called Catherine's to dispute the charge and was transferred around and treated with contempt and hung up on. ********************* called her credit card company, and they opened a fraud investigation and deemed the charge as fraudulent. ********************** received multiple letters from FullBeauty Brands requesting payment for the $151.89 which she ignored until a final letter arrived threatening a collections agency. ********************** states even if the agent had inadvertently charged her for the last order, it should not be more than $49.94 plus shipping, she has explained this to FullBeauty Brands multiple times, and they refuse to listen saying she owes $151.89. She is requesting removal from collections.
  
  Our website provides the following information regarding this scenario:
  

  WHAT SHOULD I DO IF I RECEIVED THE WRONG ITEM
  Received An Incorrect Item?
  

  Please place a new order on our website and return the incorrect item using the instructions on the back of the packing slip. Or, call us toll-free at **************. We'll issue a credit for the incorrect item to the original credit card, and charge your card for the correct item once it's shipped.
  

  *For International orders,please email us or call us at **************.
  

  Our records show ********************** placed an order on 11/10/23 from Catherine's. Our warehouse shipped Ms. ********** order on 11/13/23. ********************** called on 11/17/23 stating she received the wrong order. ********************** processed and exchanged and returned the incorrect order promptly on 11/30/23. ********************** contacted Catherines customer service again on 11/22/23 and advised she had again received the wrong order for a second time. The customer service agent processed another exchange for ********************** which shipped on 11/25/24 charging her the incorrect price on the Jeans of $151.89. Ms. ********** second order was received and processed as a return on 11/30/23.
  

  Our records show the warehouse processed the packages ********************** returned. Therefore, we contacted our ********************** for assistance with this issue. As a result, our ********************** removed ********************** from collections.
  

  We reached out to ********************** via email on 06/17/24 advising her we have removed her from collections. We want to apologize to ********************** for the wrong orders she received and for any inconvenience this has caused.
  We thank ********************** for taking the time to inquire, and we trust we provided the information necessary to resolve this matter. Please let us know if you have any other questions.
  
  Sincerely,
  ***************
  FullBeauty Brands, Executive Communications
  Office:************** | Fax: **************
  ******************************************

  
  

  Customer response

  06/17/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. Additionally, I received an emailed correspondence from Full Beauty Brands stating the same information regarding closing this issue as was provided to you.

  My thanks to Better Business Bureau and to Full Beauty Brands for resolving this issue. I wish it hadn't risen to this level as I've always been a loyal customer of the ********************** brand, owned by Full Beauty Brands, and am disappointed it had to be escalated at all. This could have easily been resolved by any of the customer service reps I spoke to in the days following this event. However, I also appreciate the prompt and thorough response from the *** executives, as well as the response from BBB. The *** executive response restores some of my faith in the business.

  
  
  

  Regards,

  *************************************

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased $466.35 dollars worth of clothes. The sizes are not true to the size charts that they posted so much of it was extremely larger than is should have been. I went on line and followed the instructions to return the items that did not fit to receive a credit. They provided me with a label and I sent it back. I received a confirmation email about 2 weeks after I mailed it confirming that they received the package and that it would about one to two weeks before it would process. Two weeks after receiving the email I got a package from them with all of the returned clothes, without explanation. I called and the woman was very unhelpful and said that they weren't returned within the time frame required. I explained that the website had no issue making the return and that they provided me with the label. I asked to speak to a supervisor and she said no and that I was being difficult. She sent me into another hold queue. I finally reached another representative and he said the same thing regarding the time frame. I explained again that nothing on the website said there was an issue and I was within the time frame. He spoke to a supervisor and said they would give me the credit of $206.33 but I would have to pay for the shipping to send it back. Once I shipped it I was to call back and give them the tracking number and I would be reimbursed. I sent it and called with the tracking number. I explained the situation and the Customer Rep pretty much said they had no idea what I wanted them to do with that. So I emailed the tracking number to **************** on 5/21 never receiving confirmation. Today, 6/16 I got a package from them with the clothes I am trying to return. I would like to be reimbursed for the unwearable clothes, of $206.33 and for the shipping of $55.60. If they want them back, they will need to provide a label.

  Business response

  06/19/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the FullBeauty brand of products (collectively,"FullBeauty
  Brands") received complaint ID ******** from Ms. *********************** forwarded from your office, and we are writing to respond.
  
  We understand that Ms. ***** made a purchase for $466.35. Most of her orders was too large Ms. ***** went online and followed the instructions to return the items that did not fit to receive credit. Ms. ***** was provided with a return label, and she sent the merchandise back. Ms. ***** received confirmation that the clothes were received about two weeks after she had mailed them back and was asked to allow two weeks for the return to be processed. Two weeks later the clothes were returned to Ms. ***** without explanation. Ms. ***** contacted Woman Within was advised the returned was not made within the required time frame. Ms. ***** explained that the website had no issue and provided her with the return label. Ms. ***** asked to speak with a supervisor,the representative told her no, and transferred her to another hold queue. Ms.***** reached another representative and he also advised Ms. ***** she was passed the time frame. Ms. ***** explained again about the website and he spoke with a supervisor and advised Ms. ***** that they would give her the credit of $206.33 but she would have to pay to return the items. Once Ms. ***** shipped the items she was to call back and give them the tracking number and she would be reimbursed. Ms. ***** sent the order back and called with the tracking number,she explained the situation and the customer service rep advised her that they didnt know what she wanted them to do with the tracking number. Ms. ***** emailed the tracking number to **************** on 5/21/24, never receiving confirmation and on 6/6/24 Ms. ***** received the package back again. Ms. ***** is requesting a refund of $261.93 for the unwearable clothes and for the shipping it cost her to return the clothing back.
  
  Our return policy as presented online, in catalogs, and on the invoice,Ms. ***** received, states the following:
  Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed, or defective merchandise may be exchanged or returned within 60 days of the ship date. We are happy to process an exchange at no additional shipping expense for a new size, color, or different item.
  
  If you prefer to return, you may elect to receive a refund in the form of a non-expiring e-gift card in the dollar amount of your returned item(s) or you can choose to receive a refund back to your original payment method less the prepaid return label charge.
  
  A refund or exchange will not be processed for products that do not meet exchange or refund criteria or are received after 60 days from the ship date - all sales are final after the 60-day period. Exchanges exclude items shipped directly from third-party brands, heavy items, items purchased through **************** or via PayPal.
  
  *Final sale items cannot be returned or exchanged. If you return a final sale item, you will not be refunded for the item or shipment, and the item will be donated to a charity local to our ************, IN distribution center.
  
  Our records show that ************** placed an online order for 33 items on 02/02/24. Our warehouse shipped 32 of her items on 02/05/24. The 60-day return period allowed Ms. ***** to return any of her items by 04/05/24. Ms. ***** processed her return request on 03/30/24, however she did not drop off the return till 04/22/24 (see attachment). Per our return policy, a refund or exchange will not be processed for products returned after 60 days from the ship date. Our warehouse received her returns after 60 days on 04/29/24. Per our return policy, our warehouse did not process her return as the sale was already final.
  
  We understand that the website sent Ms.***** a label because she processed the return request prior to the 60-days. However,Ms. ***** chose to wait until 4/22/24 to drop her return off at the post office,which was 23 days after she was sent the return label and 77 days after the ship date.  At that point, the sale is final,and we are unable to process any kind of refund or adjustment.
  
  Due to the information Ms. ***** was provided to return the final sale items a second time was in error we will refund Ms. ***** the return shipping fee she paid out of pocket of $55.60. This will go back to the original payment method on file. We ask that Ms. ***** please allow 3/5 business days for this amount to credit to her account.
  
  We thank Ms. ***** for taking the time to inquire and trust we provided the information necessary to resolve this matter.Please let us know if you have any other questions.
  
  Sincerely,
  ***************
  FullBeauty Brands Executive Communications
  Office: ************** | Fax:**************
  ******************************************
  

  Customer response

  06/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I sent the clothes back twice and was told that I would be reimbursed.  I would like a label sent  so I can send the close back for the 3rd time and get reimbursed for clothes that doesn't fit and has never been warn.  *********** needs to follow through with that they agreed to do.  When I sent the clothes back a second time the representative told me to call and give them the tracking number.  I did that.  I also emailed it.  I'm not asking for anything more than the return of items that are unsuitable to wear.
  
  Regards,
  
  ***********************
  

  Business response

  07/08/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the FullBeauty brand of products (collectively,"FullBeauty
  Brands") received complaint ID ******** from Ms. *********************** forwarded from your office, and we are writing to respond.
  
  We understand that Ms. ***** does not agree with our response,she has sent the clothes back twice and was told she would be reimbursed. Ms.***** would like a label so she can send the clothes back a third time and get reimbursed for the clothes that do not fit her and have never been worn. She feels FullBeauty needs to follow through with what they agreed to do. When Ms. ***** sent the clothes back the second time the representative told her to call back with the tracking number, she did that as well as emailed it. Ms. ***** is not asking for anything more than to return the items she cannot wear.
  
  Our records show that ************** did return the items twice but her first return was not sent back within our 60-day return period. Ms. ***** was to return any of her items by 04/05/24, she did not drop off the return till 04/22/24 (see attachment). Per our return policy,a refund or exchange will not be processed for products returned after 60 days from the ship date. Our warehouse received her returns after 60 days on 04/29/24.Per our return policy, our warehouse did not process her return as the sale was already final.  ************** being asked to return it a second time was an error since she did not make her original return within 60 days. This was why we have already reimbursed ************** for her out-of-pocket expenses for the second return. Unfortunately, since the original return was not received within 60 days, we can no longer process any returns for *************.
  
  We thank Ms. ***** for taking the time to inquire and trust we provided the information necessary to resolve this matter.Please let us know if you have any other questions.
  
  Sincerely,
  ***************
  FullBeauty Brands Executive Communications
  Office: ************** | Fax:**************
  ******************************************
  

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  The label they gave me stated I had 30 days to send it.  I do not live close to a post office and work full time.  I had to take time off work to take it in and thought I had time.  No where did it state that I had to immediate mail it in to meet their requirements.  When I called when the clothes were sent back a second time, I was specifically told that I would be reimbursed if I sent the clothes back and that I had to foot the bill for the shipping.  FullBeauty is being dishonest by not adhering to their agreement on both of the times that I returned the clothes.  For them to now come back and say it was mistake that I was told I would be reimbursed is absolutely unbelievable and unreasonable.  I just want my money back.   Considering I've had to take time off work, not once but twice! I  will have to do so for a third time to send the back again!!  I should be asking for recompense for my time!! 
  
  Regards,
  
  ***********************
  

  Business response

  07/11/2024

  Dear *************************,
  
  FullBeauty Brands, ***** owner of the FullBeauty brand of products (collectively,"FullBeauty
  Brands")received complaint ID ******** from Ms. *********************** forwarded from your office, and we are writing to respond.
  
  We understand that Ms. ***** still does not agree with our response, the return label stated she had ************************************************************************************************** had to take off work to return the items and she thought she had time. Nowhere did it state that she she had to return it immediately to meet Fullbeautys requirements.When Ms. ***** called the second time she was advised if she paid for the shipping,she would be refunded and she feels that Fullbeauty is being dishonest and not adhering to their agreement both times she returned the clothes. Ms. ***** is just requesting her money back.  
  
   ************** was advised of the 60- day return timeframe, our return policy as presented online, in catalogs states the following:
  
  Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed, or defective merchandise may be exchanged or returned within 60 days of the ship date. We are happy to process an exchange at no additional shipping expense for a new size, color, or different item.
  
  If you prefer to return, you may elect to receive a refund in the form of a non-expiring e-gift card in the dollar amount of your returned item(s) or you can choose to receive a refund back to your original payment method less the prepaid return label charge.
  
  A refund or exchange will not be processed for products that do not meet exchange or refund criteria or are received after 60 days from the ship date - all sales are final after the 60-day period.Exchanges exclude items shipped directly from third-party brands, heavy items,items purchased through **************** or via PayPal.
  
  *Final sale items cannot be returned or exchanged. If you return a final sale item, you will not be refunded for the item or shipment, and the item will be donated to a charity local to our ************, IN distribution center.
  
  Our records indicate that ************** exceeded the 60-day return window mentioned in our return policy. Had we received her return within the specified timeframe, we would have promptly addressed our mistake. We have already refunded her out-of-pocket expenses related to the misinformation about the second return. Unfortunately, her order is now considered a final sale and cannot be returned or exchanged. We apologize for any inconvenience this may have caused Ms. **************** thank Ms. ***** for taking the time to inquire and trust we provided the information necessary to resolve this matter. Please let us know if you have any other questions.
  
  Sincerely,
  ***************
  FullBeauty Brands Executive Communications
  Office:************** | Fax: **************
  ******************************************
  

  Customer response

  07/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Unless they honor what they told me and refund me $261.93. for the clothes I can't wear, I'm not going to accept their answer.  I want this posted everywhere BUYER BEWARE.  Poor quality clothes, horrific customer service and they cheat people.  For a company this size to do this to their customers is absolutely unbelievable.  Everyone needs to know that this company isn't to be trusted on any level.

   
  Regards,
  
  ***********************
  

*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. ↩