Customer ReviewsforPierre Fabre USA, Inc.

This review is for Glytone skincare. This company has the worst business practices and policies, specifically ******* and her supervisor *****. They are unprofessional and dishonest, and you can get much better quality products elsewhere. Buyer beware!

The customer returned merchandise and was issued a refund. Please note, although this complaint was filed under our Klorane brand, this complaint was actually for a Glytone brand purchase. The refund transaction was declined by the customer's bank. We attempted to work with the customer and their bank and submitted the refund transaction on multiple occasions. The customer was made aware that their bank continued to decline the refund transaction as the credit card (that was used at the time of purchase) from the issuing bank, was no longer valid. Screenshots of the declined transactions, including the transactions id, were provided to the customer. The decline was solely at the discretion of the customer's bank, per the ****************** of the customer's account with their bank. Since the refund was declined by the customers bank, prior to this complaint with BBB, we offered an online store credit for the value of her order. At this point in time, the customer has accepted the online store credit, along with a courtesy discount code for 30% OFF a future purchase on our website.Please see below. Refunds For most payment methods, transactions can be refunded any time after the transaction has settled, as long as the associated method is still active. As soon as the refund settles, the funds are sent back to the customers bank account. A bank may have trouble routing a refund to the customer's account, particularly when the card used has been lost, stolen, or closed since the time of the original transaction. When this happens, depending on the bank, they might attempt to re-route the funds to the appropriate account or mail the customer a check.If a customer makes a purchase in a currency other than their home currency and later requests a refund of that transaction, their refund amount may not exactly match their original transaction amount due to variable exchange rates.Refund Authorizations As per scheme rules, refunds should be preceded by authorizations to allow the card issuer to weigh in before sending a refund to a cardholder. Approved refunds If a refund authorization is approved, the issuer has indicated that they will accept the refund and deposit it into the cardholders account.Declined refunds Issuers are not required to accept refunds. If the refund authorization is declined, the issuer has indicated that the cardholders account is not capable of accepting the refund. A refund decline prevents the cardholders payment method from being refunded.Common reasons for declines:Card account is closed Card account is frozen due to fraud Card account does not support refunds (e.g. some prepaid cards)How to handle refund declines The merchant should first attempt to refund the original sale. If the cardholders account cannot accept the refund, or if the refund authorization attempt is declined by the issuer, the issuer will decline the refund authorization in real time.If the refund authorization attempt is declined by the issuer, the merchant may at their discretion refund the customer via an alternate method instead or suggest an alternate method in order to reattempt the refund.

This is probably the most dishonest response the company could have provided. The credit and discount was only provided after 4 months of ******* and her supervisor *****, not allowing me to speak to anyone else. I knew they were not being truthful when claiming the law was preventing them from issuing a refund. I was only contacted by a manager AFTER I wrote this review. As clearly stated in their response, the way in which they provided the refund is at the companys discretion. I lost my debit card but still had the same bank account number so they could have easily issued the credit last year. If you have an issue and someone in customer service decides they dont feel like resolving it, then your only option with this company is to write a bad review so somebody higher up sees it and reaches out to you.

Once again, we offer apologies for any misunderstanding and for the frustration this customer experienced.Please note that our first attempt to process a refund was on October 27Th, 2022. Additional attempts were made twice on October 31st and once again on November 7Th. Each time, these transactions were declined by the card issuing bank, and we advised the customer to file a dispute so we could approve it for them.Please understand that our payment processing system does not allow us to add credit card information for the purpose of billing or refunds. Our policy clearly states at the time of purchase that refunds are only issued to the original form of payment and our system will automatically attempts a refund to the original account that was charged. We have no control over the actions a customer's bank takes. It is never our intention to withhold a refund as clearly evidenced from the multiple attempts that were provided, along with our advice that the customer file a dispute with their bank so we could approve it.

Once again, this company is not being honest. I informed them I lost the original debit card so they knew these attempts would be declined yet they still chose to do them. I suppose so 4 months later they could claim to have attempted the refund. They could have sent a check, store credit with or without a discount code, or anything else to try to resolve this issue last year. However, this is clearly a company that refuses to take any responsibility and just continues to make excuses and waste everybodys time. A refund should never take 3 people at a company and a bad review in order to find a resolution.