ComplaintsforLovelySkin.com

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an expensive bottle of skinceuticals spf lotion on 6/18/24 . I had a skin reaction and are allergic but this company refuses to give me a full refund.

  

  Business response

  06/27/2024

  
  **** *********
  
  We are in receipt of your complaint to the Better Business Bureau and your email stating you feel our declining your 7th return in the last rolling 365 days is illegal. We can assure you that it isn’t, and that you have agreed to our return policy upon each checkout with us and we have multiple email communications with you where it is documented that you understood our return policy and were ineligible for any more returns until 12/1/2024.  We wish you would have abided by this and been truthful in your communications with the BBB, but we are including those emails to refresh your memory.
  
  This item is not eligible for a return as previously confirmed for you. Our return policy allows for returnable items to be returned, so long as the return is initiated within 30 days from the date of purchase, 50% or more remains of the product, and it is returned within 7 days of receiving the return authorization number Up to three individual items can be returned within 30 days from the date of purchase within a rolling 365 day period.  I will include more on this for you here: ***************************************************policy
  
  In review of your account, we have made exceptions for you in the past above and beyond our return policy which allows for up to three individual items to be returned within a rolling 365 day period. We also informed you via email on multiple dates, that your account was not eligible to make additional returns until at least 12/1/24. You were notified of this on 11/30/24, 12/1/23, 1/4/24, 4/30/24, and most recently on 6/24/24.
  
  We are sorry to hear the S************ Physical Fusion UV Defense Tinted Mineral Sunscreen SPF 50 - 50 ml does not work for you. We recommend donating this item or giving it to a friend knowing it is not eligible for a return.
  
  We have to balance many aspects, including the free shipping we offer as well as Rewards Points, great sales and our wonderful customer service. Returns are an integral part of our experience, but we have to put a limit on the numbers of these in order to provide the excellent other parts of our total experience.
  Please know that we will evaluate this as well as all of our options each year and it is always possible this will be updated in the future.
  
  Knowing that we have made exceptions for you, and confirmed for you many times that you do not have additional returns available, we recommend finding an alternate retailer to shop with in the future. We will longer process orders for you, and wish you the best.
  ***** **** ********** ***** ******

  

  Business response

  06/27/2024

  
  **** *********
  
  We are in receipt of your complaint to the Better Business Bureau and your email stating you feel our declining your 7th return in the last rolling 365 days is illegal. We can assure you that it isn’t, and that you have agreed to our return policy upon each checkout with us and we have multiple email communications with you where it is documented that you understood our return policy and were ineligible for any more returns until 12/1/2024.  We wish you would have abided by this and been truthful in your communications with the BBB, but we are including those emails to refresh your memory.
  
  This item is not eligible for a return as previously confirmed for you. Our return policy allows for returnable items to be returned, so long as the return is initiated within 30 days from the date of purchase, 50% or more remains of the product, and it is returned within 7 days of receiving the return authorization number Up to three individual items can be returned within 30 days from the date of purchase within a rolling 365 day period.  I will include more on this for you here: *********************************************************
  
  In review of your account, we have made exceptions for you in the past above and beyond our return policy which allows for up to three individual items to be returned within a rolling 365 day period. We also informed you via email on multiple dates, that your account was not eligible to make additional returns until at least 12/1/24. You were notified of this on 11/30/24, 12/1/23, 1/4/24, 4/30/24, and most recently on 6/24/24.
  
  We are sorry to hear the SkinCeuticals Physical Fusion UV Defense Tinted Mineral Sunscreen SPF 50 - 50 ml does not work for you. We recommend donating this item or giving it to a friend knowing it is not eligible for a return.
  
  We have to balance many aspects, including the free shipping we offer as well as Rewards Points, great sales and our wonderful customer service. Returns are an integral part of our experience, but we have to put a limit on the numbers of these in order to provide the excellent other parts of our total experience.
  Please know that we will evaluate this as well as all of our options each year and it is always possible this will be updated in the future.
  
  Knowing that we have made exceptions for you, and confirmed for you many times that you do not have additional returns available, we recommend finding an alternate retailer to shop with in the future. We will longer process orders for you, and wish you the best.
  
  ***** **** ********** ***** ******
  

  Customer response

  07/17/2024

  Well I would like it stated that this particular company is Dissatisfying and unrealistic with the return policy, a complete rip off Can you at least do that if you can’t do anything else? I would like it stated somewhere as a complaint then!

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 5/26/24 I ordered on Lovelyskin and never received the order. When I contacted Lovelyskin it said it was delivered to the right address. I have asked my neighbors and post office and still have not received anything as of 6/10/24. The customer care asked me to locate the order. I would not reach out to them if was able to. Why would I say I did not receive the product and spent so much time if I received it?

  

  Business response

  06/11/2024

  Dear *****,
  
  We are in receipt of your complaint to the Better Business Bureau which was not necessary, as we have been in communication with you in regard to your order. It appears after our investigation your order has been stolen from your porch, which we do not have not control over and are sorry to hear. We will still replace your order and have set up a replacement to ship to you signature required to ensure you receive it.
  
  To recap, your order was scanned delivered as addressed to the address you provided when placing your order, as confirmed by USPS.
  We apologize to hear you have been unable to locate it. In our most recent email to you yesterday at 2:55 P.M. after receiving confirmation from USPS that your order was scanned at your physical address upon delivery, we asked via email if you have since been able to locate it. Sometimes packages are unable to be located, or a neighbor may bring them to you after mis delivery. Additionally packages have been known to turn up after a day or two if they were errantly delivered to a neighbor’s home or picked up by a family member who may not have communicated this to you we apologize again to hear that is not the case here.
  
  We then received your reply at 7:04PM after business hours confirming you have been unable to locate it. Knowing that you have been unable to locate the order scanned delivered as addressed to the address you provided at the time your order was placed, we have set up a one-time replacement to you signature required which has been set up and will ship to you today. We are in hopes that knowing this, you will close your complaint knowing a replacement will ship shortly.
  
  Thank you.
  
  Sincerely,
  
  ***** ******
  Director of Customer Care   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/18/23 I ordered ******* and never received it…when I contacted Lovely skin they said it was delivered to my address….then told me to ask my neighbors, family members and post office which I gad already done before notifying company! I just want the ******* I would never say I didn’t receive it if I had received it!

  

  Business response

  11/27/2023

  Dear ********
  
  We received your order on 10/18/23  at 7:07p that shipped on 10/19/23 at 10:23a via USPS tracking number ********************** and was delivered in/at mailbox on 10/21/23 at 12:13p.m.
  
  We had not heard from you in regard to this order until your email to us on 11/22/23 a month after the order was scanned delivered as addressed. Since that time we communicated with you, asking you to check those options as well as confirm your correct shipping address while at the same time, letting you know we would be conducting a tracer with the carrier that would take 1-2 business days.
  
  As of 8:05a.m this morning, we have offered to ship a replacement to you, signature required at the address below to ensure you get your order. While we haven’t yet heard back from you we would appreciate if you would close this complaint and reply to our previous emails to you, to accept our offer from first thing this morning to replace the order for you.
  
  ***** ******
  ** *** **
  SABATTUS ME 04280
  United States
  
  Thank you.
  
  Sincerely,
  
  Arica McNutt

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company is selling a fake version of a skin care product from a company called ******- they have copied the bottle and marketed it on thrir site and online as the actual product but it is very slightly different- they are purposefully misleading people - and also cheating the real manufacturer

  Customer response

  05/30/2023

  I would like to withdraw my complaint. The company has provided proof that the product is genuine and that they are an authorized seller. Thank you. Nicole ****** 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was charged for and sent a cream I did not order. Lovely Skin refuses to admit it and will not credit me. They expect me to pay to return the cream to them and refuse to send a return label. VERY BAD customer service. The cost of this cream is $*****.

  

  Business response

  04/21/2023

  Dear Mary,
  
  We can confirm for you that as provided on your call with us as well as via email, the products included in your order are the products you selected when placing your order with us online. It is unfortunate that you selected an item that you didn't wish to purchase, but that is beyond our control.  While we previously offered an exception for you to return this item even though it is a non-returnable product, we have now rescinded this offer given the product was not returned when this offer was made and, instead, you launched a complaint against us despite our initial offer.
  
  In the event this had been a system error, we would have immediately offered a pre paid return label for the item to be returned, or sent the correct item right away, but we had our IT team check out the exact page and clicks you entered and you received the product you clicked on and selected.
  
  In review of your orders with us, in 2019 a similar instance happened when at that time you ordered two of one product but claimed you hadn’t and at that time also lodged a negative review that was not truthful.  In the future, with other sites, we recommend you be more careful in your selections so other retailers don't suffer the effects of your own actions.
  
  In review of your accounts over the years, it reflects there have been several times you have been unhappy with your selections when placing your own orders and have exhibited unwillingness to abide by the policies agreed to upon checkout when placing your orders with us. We recommend shopping with an alternate retailer in the future, as your LovelySkin.com account has been closed and we will no longer process orders for you. ************************************************************
  
  Sincerely,
  
  LovelySkin Customer Care 

  Customer response

  04/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This company obviously has had problems in the past with substituting products when they no longer carry an item. I have already blocked them from contacting but they continue to send me emails. Once again: I searched this product on the internet and found it on Lovely Skin website. When I placed the order it showed the item I wanted had been replaced by another product so I ordered the replacement one. I was sent a different one. It’s not hard to understand. 
  
  Sincerely,
  
  Mary **********

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Lovelyskin.com sells old unfresh products and refuses to refund buyers when called out on it. The manufacturer of the product I purchased TOLD me in an email thread that the product I received from LovelySkin is "from an old batch, not sure how long lovelyskin has had it". Their words, not mine! When I asked to return the product for a refund they gave me the runaround. I had to file a dispute with my credit card for the amount of *****, still ongoing. I have purchased MANY times from them with NO issues. As a repeat customer you'd think they would want to make me happy instead of losing my business over ** ******** dollars!

  

  Business response

  04/19/2023

  Dear Shannon,
  
  We are surprised to see you have lodged this complaint after having been assured that this product is of the freshest, authorized stock available. You were also provided a free pre-paid return label on 2/17/23 to return the product for a full refund. As of yet after two months’ time has elapsed, we have not received this item back to us, and no tracking can be seen that it has ever been returned via USPS tracking number ********************** 
  
  We have also replied to the dispute you filed with your credit card company on 3/2/23 which was decided against you after we provided confirmation via the chargeback this product was as described and is of the freshest, authorized stock available.  Despite the fact that your credit card company decided against you, you still are continuing to misrepresent the situation with mistruths against our company.
  
  In your complaint you have now lodged here, you have included untruthful information and state we have given you the run around and will not refund you when in fact, the exact opposite is true. Even knowing the product is exactly as depicted on our site, as well as the manufacturer's, and that it is of the freshest stock available, we provided a free return label so that we could refund you without further hassle after receiving your return. You have instead decided not to return the product and keep it even though you feel it was not as described, and not of fresh stock.
  
  You will have recently received an email from our representative with ****** confirming that this product is of fresh stock also, which is once again untruthfully represented on your complaint.
  
  Due to the length of time since we sent you the refund opportunity and your continued use of this product, a refund is no longer available to you. We are sorry that you chose to not return this product, yet spread falsehoods about our company.
  
  Sincerely,
  
  Arica ******
  Director of Customer Care 

  

  Business response

  05/01/2023

  Our representative with ****** reached out to Shannon personally via phone on three separate occasions and left voicemail on 4/26/23. The manufacturer would have also liked to speak to Shannon to confirm that this product was of the freshest stock available. We have not yet heard back from Shannon in regard to the information confirmed via voicemail or email in regard to this. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Regarding order ******* placed on 3/29/23 for $*** and with arrival date range of March 31-April 3. This skin care goods purchase was delayed continuously in the processing stage by LovelySkin due to use of points. They failed to fully disclose prior to or at time of purchase or checkout, that point use is subject to “approval delays” substantially affecting shipping timelines. I only found this out after calling and emailing multiple times to inquire why order is stalled. Lovely skin is now offering substandard customer service, obfuscating my requests to cancel the order despite multiple attempts.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased skin care products on 12/4/2022 for $******. I used the product for the first time on 12/27/2022 and had a allergic reaction by the third day of use. I sent pictures to the company showing the reaction. I requested a full refund for the whole line of six products that I purchased. The web site states 100% guarantee. Which makes you feel confident in buying from them. But they will not refund the whole amount. Only 3 items per 365 days. I do not want store credit due to the fact I can not return it if it is not satisfactory since I am past my return limit. Plus the whole issue with shipping costs. Since this not a buyer's remorse or changing my mind kind of issue it's a allergy issue with skin/health products. There should be an exception for the full refund.

  

  Business response

  01/23/2023

  Business Response /* (1000, 5, 2023/01/02) */ Dear Jeanne, Given you provided on your calls with us last week you have reacted to the products, we offered a one time accommodation to allow all 6 products to be returned, which is actually not part of our refund policy which allows for a maximum of three individual products per running 365 day period and is on our return policy and clearly stated. Given the fact that you have declined this special accommodation, we will only be able to offer the three to return, which you would need to do at your expense. Due to the highly subjective nature of skincare it is not possible to guarantee that a product will work for everyone. Our return policy allows for you to check to see if a product agrees with you, check for any sensitivities or allergic reactions, as well as may other reasons, but we allow a maximum of three returns per 365 day running period, which is clearly stated. As included in the return policy agreed to upon placing your order: If you are not completely satisfied with a product for any reason, you may request a return or exchange of the item or order within 30 days of the purchase date. We accept to up to three individual items to be returned or exchanged in a 365-day period. After three returns or exchanges, you may make another once 365 days have passed from the date each individual return or exchange was processed. LovelySkin's standard return shipping cost is $**** for USPS Priority Mail and $***** for ************ shipping. Different shipping rate options for returns falling under special circumstances are subject to review by the Customer Care team. If you prefer, you may ship your return using your preferred shipping label, costs and method if the item or order will arrive within the required return period. We are sorry that you chose to lodge a complaint, despite having knowledge of the return policy at the time you ordered these products. Our best wishes to you in the future. Sincerely, Arica ****** Consumer Response /* (2000, 7, 2023/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I said resolved but, I am not completely satisfied. I want to make my return and move on, The company says, "Once the compliant has been confirmed as expunged and off our record entirely" then they will be able to return three items not the six that they had originally agreed to verbally and in writing because I lodged this compliant. So, it appears they are trying to punish me or teach me a lesson for telling the truth.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order online on 03/09/22 (please reference order number *******). It was shipped that same day and supposedly delivered on 03/12/22, but I have yet to receive the package. I contacted LovelySkin.com via text message and was told that I needed to wait until they completed an investigation. This is not acceptable to me. I bought skincare from them because I am in need of skincare right now...not later. I would like my money refunded ($******) so that I can go and buy what I need in a store. LovelySkin.com can take up the delivery situation with whoever their carrier is.

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/16) */ Dear Pamela, Thank you for your recent order with us. In review, your order was placed on 3/9/2022 at 12:03:20 pm, shipped on 3/9/2022 at 1:18:37 pm via *** tracking ****************** and was delivered on 3/12/22 at 2:45 pm at the front door as addressed. When you contacted us yesterday on 3/14/22 to inform us that you have not received the package we asked that you allow time for us to contact the carrier, so we are perplexed that you instead launched a BBB for a product that hasn't even been 4 business days from the time of the order. LovelySkin.com has a positive BBB rating and over 20,000 5 star reviews on ******* and ******, so you can be assured we will take care of you without resorting to this service. Tracking can take 1-2 business days but is usually much quicker than that. Once confirmed to have been lost or stolen by the carrier, we can reship the order to you signature required, to ensure you receive it or, we can refund you at that time if that is your preference. We have taken this up with the carrier. There is a chance your order may have been mis-scanned as delivered and could be able to be delivered to you correctly as soon as tomorrow. The results of the tracer can become available faster than a replacement arrives to you which is why we ask for 1-2 business days to investigate this. We do not want you in the position to return a duplicate order if a replacement is sent before contacting the carrier which is why we ask for this time. Knowing that we are helping with this, as provided yesterday, we ask that you close your complaint so that we can continue to assist you with the choice of your preference once the tracer results are in. Thank you. Sincerely, LovelySkin Customer Care Consumer Response /* (3000, 7, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to start out by saying that my name is Paula, NOT Pamela. I am confused by this statement from your response: Knowing that we are helping with this, as provided yesterday, we ask that you close your complaint so that we can continue to assist you with the choice of your preference once the tracer results are in. I would prefer to keep this complaint open until the tracer results are in. But are you saying that you'll stop helping me if I don't close it? Please advise. Business Response /* (4000, 9, 2022/03/17) */ Dear Paula, Thank you for your reply and patience as we awaited the results of the tracer. The investigation is ongoing though it has been confirmed that your packaged was geographically scanned, delivered as addressed. We apologize to hear you are unable to locate the order. The *** Investigation can take up to 8-10 business days to complete. We can send a signature required replacement to you at the address provided when you placed your order, or we can issue a refund for you. When you have a moment, please let us know which option works for you. Patricia **************** ******************* ****** ************************* ************* For future, we are able to assist you through traditional means when you have a concern with your delivery as confirmed for you via live chat on 3/13/22. When you have a moment, please let us know your preference. If you are able to locate the order which was scanned as delivered, please let us know and we can provide a pre-paid return label in order for you to return it. Thank you. Business Response /* (4000, 11, 2022/03/21) */ Dear Patricia, We replied on 3/17/22 but have not heard back from you. While we did not receive a reply from you via this service, we did receive your ****** case on 3/20/22 stating that we had not replied to you here. You have been refunded in the amount of $******. Please allow 3-5 days for this refund to arrive in your account. Knowing you have been refunded for the order scanned delivered as addressed, we ask that you please close your complaints here and via ******. Thank you. Business Response /* (1000, 14, 2022/03/23) */ Dear Patricia, We apologize that we have not heard back from you on this as of now. On 3/21/22, we confirmed your refund which was processed on that date. The refund will arrive in your account within 3/5 business days from that date and may already be in your account. Knowing that you have been refunded, please let us know if there is anything else we can answer for you. Thank you.

*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. ↩