ComplaintsforSerious Skin Care
Skin Care
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Complaint Details
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Initial Complaint
01/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 12/08 I knowingly purchased one product from Serious Skincare. I did not accept a membership or Subscription offer. On 01/08, a charge showed up on my Bank account from Serious Skincare for $36.15. I did not order anything from them. I immediately called but was left in their VM. I sent two emails advising them to cancel the order #********, and any membership or subscription. On 01/09,I called again and left a message, to contact me about cancellation of the order and any subscription. I am disappointed that I ordered from them now, but the reviews indicated it was a legit website. I guess it doesn't say honest or reputable. I would hope that the BBB would look into why this company that claims to have been in business for decades isn't getting it right on their ordering side and has lousy customer service.Thank you.Business response
01/12/2023
We have canceled the subscription and a refund was issued today. We are sorry that we did not address your concerns when you contacted our customer support, and we are taking measures to correct the procedures.
Customer response
01/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
12/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On the computer, I ordered a trial size, one thing. for $35.10. when I received the package, it had 2 items, they added eye cream for $16.97. the date October 20,2022. Nov.18, 2022 I received more produce, I DIDN'T ORDER. I called them & told them I was sending it back & to remove it from my Credit Card. after calling several times, I called this morning, spoke to ***** & asked for manager , she hung up on me. I sent it back on Nov 28th Please help me. By the way the product stinks.Initial Complaint
11/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
*** been charged a recurring subscription fee that I did not sign up for, for over 6 months, unable to cancel it at all. I've called the customer service number over 6 times, and all it allows you to do is leave a voice message for a return call. When I receive a return call, none of the representatives are able to "find me" either by email accounts, name search, debit card or address search. They refuse to cancel the subscription and have told me the only option I have is to cancel my card and get a new one issued so the charges don't come out??? However, they have the debit card somewhere in their system easily enough to make the charges, so they should stop the predatory behavior and cancel it when requested. They also refuse to put me through to supervisors or anyone else to help and disconnect the call after stating they cannot find my information to cancel anything. The representatives sounding polite doesn't negate the fact that I was enrolled into a subscription plan without being asked off of a one-time purchase (and only that initial small 1oz purchased bottle has been received in all these months and months ago), and yet they refuse to cancel the "subscription" or help me any further other than religiously taking out the deduction.Business response
11/21/2022
A supervisor spoke with this customer, and again - we cannot find her in the system. Suggested that she dispute the charges with her credit card. We apologize for any further inconvenience.Initial Complaint
11/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Back on May 19th, 2022, I purchased a skin care item, Insta tox, for $31.10 from a company calling themselves Serious Skincare. During the checkout procedure they offered a membership to a "discount" club that would cover shipping costs and what everyelse they might offer. I declined the offer and completed the purchase. I was disgusted to see on my bank statement that I had been charged an additional $9.99! The thing is, I hadn't noticed this until it showed up again on my next month's statement. I've called the 800 number, but it times out, I've tried communicating thru the contact us but I'm not getting any live people to communicate this to. Im nor recieving any product from these people, nor have I reordered ANYTHING else for that matter. Now, every month beginning in May to present, I've been charged $9.99. I am pushing 73 years old and I'm on a fixed income. I can't afford to be a member of any club except maybe AARP, where I don't have to pay membership dues. This kinda thing should be illegal. I have provided my bank statements highlighting the transactions. There's a few other transactions that are not identifiable by myself that are ***** for what? I am trying to figure out what that's all about because I didn't order anything for$*****.Business response
11/20/2022
We have asked our Customer Support to refund all charges for the Membership since May. You should see the refunds on your credit card - each is for $9.99. Your credit statement should show the refunds on your next statement. We don't show any records for the $99 charges you mentioned - you should ask your bank where those charges came from - they are not from us.Initial Complaint
10/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased clicked on an ad off of ******** serious skin care insta talks skin care for wrinkles I then canceled my membership cuz I didn't want to do it month to month I just wanted a tube they sent me an email stating they would return my membership money but they did not return my other money for the tube did not send me any information for the rest of it which I sent them $40 only the $9 in the tube of insta talks was $30 I have not received any information on it no emails nothing just the one stating they were canceling my membership I cannot get any it says invalid email for support at serious skin care com nobody will email me back it says invalid email they have a phone number to call them ************** says leave a message with your name blah blah blah so I did no reply it has been 5 days I have not heard nothing no emails nothing wrong email address I can't get the right email and I think I got scammed for 40 bucks I have not received anything what should I doBusiness response
10/12/2022
We attempted to contact this customer. Our team called and left a voicemail and also emailed the customer. Hope to make contact soon.Initial Complaint
09/04/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Ordered one item on line; however, the company tried to add on a "subscription" for an added $10+ charge -- I click off the added item to ensure they did not charge me for subscription, BUT THEY CHARGED ME FOR THE SUBSCRIPTION ANYWAY!!!!Business response
09/21/2022
Business Response /* (1000, 5, 2022/09/08) */ This was already cancelled and refunded in full, email confirmation was already sent to the customer.Initial Complaint
06/18/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Starting April 18, 2022, May, and now June 16, this "serious skincare" (?) has me on a subscription, for what I do not know. I have received no merchandise in the last few months from them. I do not sign up for subscriptions; I like to purchase when, how, and where I need or want a product. I have called the 800 number but there are no responses and no message about business hours/days. This is a scam no matter what else this company is. I am closing my bank card, replacing it with a new card number and I am in the process to dispute this with my bank.Business response
08/27/2022
Business Response /* (1000, 5, 2022/06/23) */ Customer is referring to a $9.99 per month membership subscription that allows for free shipping and discounted prices for the products on the web site. We have now refunded all membership fees through June, and his membership is canceled.Initial Complaint
06/16/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I placed an order with Serious Skin Care and since placing the order I have had extra charges on my debit card, not only that on multiple occasions I have tried to create an account as per instructions and cannot login. I have tried to email, call and have not been able to reach anyone. I think this is a scam and I want to be refunded, it has been under the 30 day trial period but I feel they will drag it out until that time has expired.Business response
07/13/2022
Business Response /* (1000, 5, 2022/06/17) */ The other charge was for the membership fee, $9.99. Customer has been assisted through email and was advised to return the product, both charges were refunded today. Consumer Response /* (2000, 7, 2022/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refunded completely.Initial Complaint
04/19/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have requested to cancel my monthly subscription from this company several times and I continue to be charged. I am unable to contact this company.Business response
05/11/2022
Business Response /* (1000, 5, 2022/04/20) */ We canceled your subscription today and sent you an email to inform you.Initial Complaint
01/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 11/21/21, I purchased a Glycolic cleanser for $26.05 and Insta-A-Tox for $111.97; order # *******. The company Serious Skincare claims that there's a 30 day money back guarantee, no questions asked. I got a rash from using their product, so I called them on 12/20/21 for a refund and a return shipping label. The representative Pamela convinced me into accepting a 50% refund and to keep the products to avoid the inconvenience of going to the post office during COVID; (like she was doing me a favor). After much consideration, I don't see the point of keeping these products if it's harming my skin. On 1/6/22 I received another box (tracking # ******************, charge shows on 12/21/22) from this company, even though, I didn't order it. I called them to insist I get a refund on the first two products plus this third one I just received; I don't care if I need to mail it all back. The representative I spoke to gave me the run around and told me that someone would call me back. It's now 1/10/22 and I haven't received a callback and I have three products I don't want and will not use because I got an allergic reaction. I want a full refund and a return shipping label so I can send these products back. I am so disappointed with the way this company handles their business. I hope you can help. Thank you in advance for your prompt response to this matter.Business response
02/13/2024
We apologize for this long delay in answering your complaint. We would like to honor your refund - and not require any returns on your part. You can reach out to our customer support team at ************ - and mention that I told you to call - My name is **** in ********* office-or please email me directly at ***********************************. We want to make this right for you!Business response
02/13/2024
This customer has been fully refunded.Customer response
02/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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Contact Information
Customer Complaints Summary
116 total complaints in the last 3 years.
76 complaints closed in the last 12 months.