ComplaintsforColor Street, LLC

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hello there, I am hoping you can help me with an ongoing issue I've been having w/one of your local Jersey companies. I've been purchasing products from Color Street, a company located in ****** ********** for over 5 years as I am a Stylist who buys and sells their products. Since March 2023, they started overcharging me on sales tax on nearly every order (we are talking like 60+ orders) and at times, the overage can be 100% or MORE in sales tax than is required. None of my orders are local purchase, ALL of my orders ship to ************* where we have 7.85% sales tax and agree that is the amount they should charge on the destination sales tax as I am registered locally to pay those resale taxes. The issue, despite bringing the overcharges to their attention multiple times (30 + times) over the past 15 months, Color Street continues to over charge me in destination sales tax and ALSO adds NJ sales tax on shipping fees that are sent to me via USPO or FEDX. This doesn't seem right to be double dipping on taxes and continualy over charging me on destination sales tax as well? Is that normal for NJ businesses to do this? They will refund the overcharge on destination sales tax ONLY IF I bring to ther attention after 1 or 2 emails, but have done nothing to resolve the ongoing overcharge issue and wonder what if any recourse do I, or other customers being overcharged in getting this resolved without me having to call them out every single time. I have asked their customer service agents to put me in touch w/a supervisor or someone that can resolve this.....but for more than a year the excuse is always "we are working on this issue" but nothing ever happens to resolve this. Thank you in advance for your advise and assistance if you are able to help. Sincerely, ***************** ************ ***************

  Business response

  05/17/2024

  Thank you for providing us the opportunity to work toward a resolution of your concerns.  It was great talking to you ****.  As discussed, we are working with the third party vendor that calculates tax for our orders.  We appreciate your patience and understanding as we continue working on this issue. In the interim, **************** will monitor for any orders, issue the refund on tax as appropriate, and reach out with an update each week.  Should you have additional concerns or questions, you have my contact information.  Please reach out anytime.

  Customer response

  05/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and understand that they will make further attempts to resolve this ongoing issue with their tax collection affiliate.  I also understand that they will implement safeguards to automatically monitor future orders and refund any overages as they happen, and communicate such credits that were refunded to me on a weekly basis.  If these steps can be implemented, I will be satisfied until a permanent resolution can reached with their tax collection affiliate.
  
  Regards,
  
  *****************

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  charges on my credit card that I did not authorize, 3-26-24 554295f6lr56mmpl color street llc $28.88, 3-26-24 5543266f6634pe542 color street llc $ *****, 4-3-24 75103434fes66l54ak Ryse supps $54.93, 4-10-24 8230509fm0007jrpz Ryze Ince $30.00

  Business response

  04/22/2024

  Thank you very much for bringing this to our attention and for speaking with me regarding your concerns.  After review of all the information, we determined that your card had been compromised and used fraudulently not only on our website, but on others as well.  Our finance team made sure that refunds were processed quickly and efficiently back to the payment method and I was able to contact you to inform you of our actions.  Please allow up to 7 business days for the funds to reflect on your account.  If you should have any questions, please do not hesitate to contact us.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business Color Street LLC in ********** has been charging my **** card since September 18, 2023 for nail ************* applications that I did not order. I have never been a customer of this company. The charges have continued. I called them in October, they refunded $74.34 on my December credit card. But the charges continue each month. The total charges (in small amounts) are now a total of $845.54. I have tried to contact them by phone & by email. You cannot talk to a live person. No one returns the calls or responds to email. We would like this money refunded. We have not ordered or received any product from this company. There are over 10 charges on our February **** card!

  Business response

  03/15/2024

  Hi *****.  Thank you for your understanding and cooperation throughout this process. We understand how concerning it can be to experience unauthorized charges on your card.  We're pleased to have resolved the issue and processed refunds for all disputed transactions promptly.  Refunds can take 7-10 business days to reflect on your card, depending on your financial institutions processing time.  Please be assured that we take the security of our customers' information very seriously.
  
  If you have any further questions or concerns, please don't hesitate to reach out to me directly. Your satisfaction and peace of mind are our top priorities.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a December subscription box but never received it. I contacted them in December and they told me to email them back so they could file a claim with the ***** I gave them the information they asked for but they ignored the emails I sent. A month later, I still hadnt heard from them nor did I get a refund for what I paid for. I called my debit card company and theyre trying to reach the company to continue with my debit card dispute to give me my money back but he company is ignoring them too. I contacted Color Street again and they lied saying I never sent them emails to get the claim against **** started in December, meanwhile I did. They told me theyd start the claim with **** again and wont give me my money back until they hear from the ***** So I am now going on a month of paying for something I never received. All I want is my money back seeing as this package was never delivered despite what the **** says.

  Business response

  01/12/2024

  ********* We understand your frustration. Im sure you recognize the importance of
  attempting to determine what happened to the package since we have confirmation
  from the carrier that the package was delivered to your address. That being said, with a
  December delivery, the holidays, porch pirates, missing packages, and/or deliveries to
  the wrong address, etc., we get it.

  
  After your first email on December 20th at 7:04AM, **************** responded and
  attempted to confirm your information. To our knowledge, a response to that email was
  not received. We did check the system for the three additional emails you stated were
  sent and ignored. Regrettably, we are unable to locate them. We will work with our
  Tech team to determine what may have happened to those emails, as ensuring we
  receive all emails is very important. It would be great if you could help us and provide
  copies of those emails so we can ascertain why they werent originally received.

  
  As to your financial institution trying to contact us. Generally, once a dispute is filed with
  a bank, it will come through electronically directly to the Company. We dont have any
  record of the dispute being filed or your financial institution trying to contact us.

  
  **************** has issued a refund directly to your card for the full amount of
  $32.66. You should see that in the next 3-7 business days, based on your financial
  institution.

  Customer response

  01/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fraud money was taken off my card and I didn't do it. $61.90 was the amount and I want my money back.

  Business response

  01/11/2024

  Hello *****, we can certainly sympathize with this concern. When fraud takes place on a credit card you want it immediately taken care of, which is why when you contacted our *************************** on January 8, **** to advise of the fraud, we encouraged you to dispute the charges with your financial institution. Filing a dispute is more than just being credited the fraudulent charges, its the canceling of the card and having a new one issued so further fraud doesnt take place. We reviewed with **************** to see if a dispute had been filed. Since a dispute was not filed, we have refunded the amount of $61.90 back to your card. Please allow **** business days for the credit to be applied. We still strongly recommend that you contact your bank and have a new card issued. If you should have additional questions, please let us know.

  Customer response

  01/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Money was taken our of my bank account. I have no orders in account yet charged. No contact info and need to know why I was being charged

  Business response

  05/12/2023

  We appreciate *************** reaching out and advising of her concern.Please note that **************** contacted the Color Street *************************** the same day she filed this complaint. **************** informed **************** that she had a charge for which she wanted a refund. Because **************** could not provide the details of her dispute, and we could not locate a transaction in her name, we advised her that we were unable to provide a refund. **************** demanded a refund, so we contacted our finance department, who has been in contact with **************** in an attempt to resolve her concern. The charge *************** provided via her banking app was in pending status; and not a completed transaction. **************** was advised that Color Street will issue a refund if and/or when the charge is processed or completed. It is highly likely that this pending charge will drop off her statement; however, if it doesnt an immediate refund will be granted.

  Customer response

  05/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to order colorstreet on line for 3 years. I cannot find anyone to assist me in getting the issues resolved. Ive tried to send a message numerous times but it never gets sent due to the website not producing the security photo to prove Im not a robot. Ive tried to find and order from my sisters page using her stylist page, cannot use my e mail address as its already in use. Ive tried to find my sis by zip code but it offers up 5 stylists that arent my sis. Just trying multiple ways but all efforts fail. The phone numbers offered by bbb are dead ends as well as others found on line. My sister and I live hours apart and Id like to support her in using her as a stylist. She has to order for me and mail them. This is so frustrating I cant even explain. There is no technical support for those that need to change a password but cannot or having issues with the website. Please help? My sis tried to find help but hit dead ends as well. Thank you,*******************************- ************

  Business response

  07/15/2022

  *******, we are happy to learn you (and your sister) love our products and that you want to order from her.  We don't see any emails from you to our customer service team. FYI, their email is ******************************************.  And Stylists such as your sister can also reach customer service via a link from their Stylist virtual office.  In any case, a customer service representative will reach out to you and get the issue resolved.  You currently have two customer accounts, each using that email address. This is likely why the website is giving you a message that the email is already in use, as our computer system links a customer with their Stylist "enroller" so that the Stylist gets credit for the orders.  **************** will help you get connected with a customer account that will have your sister as the enroller. Thanks again for letting us know about the issue and for buying and wearing our products!

• Initial Complaint

  05/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *****************************, ID# ****** ***********, ** Tried to schedule an appointment however ******** responded with What you want? very unprofessional. And never responded to my inquiry. I will never do business with Color Street with highly disrespectful staff such as *****************************.

  Business response

  05/31/2022

  I spoke with ****** to get more information, as she had not contacted Color Street about this previously.  ****** said she used the online Stylist locator to find ******** and contact her.  ****** asked if she could schedule an appointment to have her nails done. Since Color Street Independent Stylists sell dry nail polish strips, and do not offer salon services, ******** said she could not do that.  ****** explained that ******** did not explain things well, and did not handle the request professionally. I apologized to ****** and also explained that ******** is not an employee, but an independent contractor. I offered to contact the Independent Stylist to let her know ****** was not happy, but ****** declined that offer. I then offered to have another, very experienced Stylist contact ******, but she said she did not want that either. We ended the call on friendly terms, and ****** said she appreciated that I'd called her.  Color Street is handling this as a coaching opportunity and internal policy compliance matter with the Independent Stylist.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased multiple sets of Color Street nail strips from multiple Stylists. One of them was a friend. After she started selling the product, I purchased mostly from her as she was a single mother. I ended up having trouble with 2 sets of the Nail strips that were defective. And I brought it to her attention, but I told her to not give me back the money until she was refunded from the company. I will not take money out of a single mom's pocket. Then she misplaced 3 sets of nails that were limited edition and kept telling me that she was trying to locate them. I filed a complaint with the company after she and her upline sponsor removed me from their websites. I never posted anything about the issue on the pages, just communicated through talks. I felt like I was being cut off. She wasn't speaking to me anymore or answering texts. So now she tells me that Color Street told her that she doesn't owe me anything. But I am out over $60. Color Street never got back to me. What kind of business does this? Please contact me and I will send copies of the emails

  Business response

  03/16/2022

  Thanks for letting us know about this issue again. We say again, because ******* filed a complaint with the BBB last November, and that case was closed when she did not respond to our offer.  ******* also did not respond to communications from our customer service team on October 28, November 16, January 17 or February 15. Rather than replying to our emails, it appears a new email is sent each time, stating the issue but not responding to our offer.  ******* did not order the products from Color Street, but from the on-hand inventory of an Independent Stylist. We contacted that Stylist and they do not feel that they owe ******* a refund or replacement. Still, we value good customer relations, and so we have answered each email from *******, asking which products she wanted as replacements . We have had no response. There is no order in our system from ******* to refund, but we would be happy to work with ******* to find a reasonable accommodation. We can best be reached via an email to *************************************

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My nails have never been the same since using their nail product

  Business response

  01/07/2022

  ****************, we are sorry to hear of your experience. This type of outcome is not common, as the product is 100% real nail polish. Generally, if you can wear regular liquid nail polish, there should be no trouble with the Color Street product. 
  
  It is noted that you never contacted Color Street to advise of your concern, and we would like more information to assist you. Someone from the Color Street **************** team will be reaching out to 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. ↩