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Business Profile

Online Retailer

Editor's Pick Luxury LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/14/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I returned the item and they issued a refund that was substantially lower than the price I paid. I never opened the package and customer service has not returned my multiple calls (probably 10 and an email with the screenshot of the correct refund amount. **************** **** have repeatedly hung up on me, treated me with complete contempt and stopped answering my calls - straight to voicemail (and never returned a voicemail or email with the incorrect refund. I have been rational but expressed my frustration that I can not get a reasonable resolution or explanation. I have been ripped off and deserve the full refund that I am owed.

    Business Response

    Date: 02/18/2025

    Thank you for bringing this to our attention. Based on the screenshots provided, the customer paid $15.73 for the Obagi sunscreen. Unfortunately, there was a glitch in our return system that displayed an incorrect refund amount. Since the actual amount paid was $15.73, the refund should not exceed this amount.
    Please let u

    Customer Answer

    Date: 02/19/2025

    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 and the matter has been resolved.

    Sincerely,

    *** ***** ***************************** discounted items were very unclear and the customer service was horrible, but I finally received the strange discounted items and they add up appropriately. If the customer service would have responded in an appropriate manner and *** **** up on me multiple times, this would not have been a problem.



     


  • Initial Complaint

    Date:02/12/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    $215.05 I ordered a product I've been ordering for over 5 years. The products are fake! My face is on fire. This is disgusting practice for people with allergies

  • Initial Complaint

    Date:11/18/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered ***** skincare products and they were definitely fake or expired. They burned my face. I requested a refund, mailed the products back and they refuse to issue a refund even though the bad products are in their possession. They have not reached out to send replacements or answered my calls. The purchase was almost $300.00. This is too large of a loss to take on items I dont have or could not use. Please dont order from this company they advertise hassle free returns and then refuse to refund the money.

  • Initial Complaint

    Date:09/13/2024

    Type:Product Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered 2 products - Order #*********.Products delivered: August 12, 2024 Products returned: August 16, 2024 Asked for refund for products. Company refused. Company website states customer must be fully satisfied with products or company will refund money minus cost of shipping.Please reference attached documents showing communications and the company website explaining returns.

    Business Response

    Date: 10/08/2024

    On 08/16, ****** initiated a return, and we received the package at our warehouse on 08/19.


    Upon inspection, we found that the products had been used, which made them ineligible for a refund as per our return policy. ****** was informed at the time of her return request that we do not accept returns on opened or used products.
    We also offered to send the products back to her, but she declined the offer.


    For further details, please refer to our return policy: Returns Policy.

    Customer Answer

    Date: 10/17/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     The response is absolutely not acceptable. I returned the two products exactly as I received them. I informed the company that one of the items did not look new. I, therefore, returned the items as I did not trust the quality. The offer to return the items back to me when I wasnt satisfied in the first place is extremely poor. I feel the company is not acting in good faith. Please refund my money. Company website states: Regardless of your reason for returning, you can return your order within 30 days for a refund. It further states: We stand by the quality of our products. If you're not completely satisfied with your purchase, we'll refund you the product cost minus the return shipping costs. As soon as your package reaches our returns team, you'll receive a refund. It further states: Frustrating Returns Just Arent Our Style. Theres no reason why returns should be anything but seamless. If your order isnt what you expected, were here to help. At Editors Pick, we wont stop working until youre smiling.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

  • Initial Complaint

    Date:07/31/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a K18 leave in hair treatment and received a fake product. Ive purchased the K18 product multiple times prior from ******* and what I received from Editors Pick was not real. It was greasy, smelled bad, and was totally different consistency. I immediately emailed Editors Pick asking for a return when they didnt respond the following day I went to their website and requested a return, I printed the return label and shipped the product back the following day. I tracked it and confirmed it was delivered back to their warehouse on 7/18 along with the *** and order details they sent and I have not been refunded. Ive followed up via email and left 2 voice messages and havent heard back at all. The total was $74 I paid and no refund or follow up has been issued.

    Customer Answer

    Date: 08/06/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:02/22/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed order #********* for a Foreo Issa Play toothbrush, at a sale price. Nowhere in the description of this item did it say it was damaged. I received the item on 2/21/2024. The outside box was not damaged, and sealed. The product box inside was completely damaged. It looked as the item was previously opened, and resealed. There was a large crack from top to bottom, the top sticker was ripped, and reapplied in a haphazard manner. I contacted **************** immediately. I explained the issue, and I was asked to send photos. I sent the photos and was given a link to return the item. The CS agent tried to claim that the item might have been damaged in transit. This is just silly as how does a protective sticker remove and reapply itself during transit? She was sent pictures, Im not sure why she tried to claim something so absurd. I was told no exchange was available so I would receive a refund. I was told I would not be charged for return shipping. But regarding receiving a refund your site states refund times vary and there is no clear picture on when I will receive my money back. Editor's Pick sent me a damaged item. Yet, I have to take my time out to go to **** to ship this item back, wasting my time, and money. Then I have to wait for this item to get back to you, be inspected, and then I will get my money back in some indeterminate time. Editor's choice made the mistake of sending this item to me in such poor condition but I am the one who has to suffer. I would like to know when I will get a refund of my money, and make sure I will not be charged for return shipping, as your website continuously repeats that shipping will be deducted.

    Business Response

    Date: 02/22/2024

    *********************** reached out to us on 02/21 stating that the product he has received from ** arrived with a crack and a open seal. We can promise that we did not send the customer a used toothbrush and we did respond back on same day and apologized about the condition of the product. A full refund has been offered if the toothbrush is sent back to us. 

    Customer Answer

    Date: 02/22/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    Editor's Pick did not answer my question.  I returned the item using their label today - when can I expect my refund?  Their website is very unclear on a timeframe for refunds, and on trustpilot there are many complaints about this company not returning money in a timely manner.  Hence, my query about time frame that no one in this company seems to answer.  My specific original query was what is the time frame for getting the full refund - please answer otherwise I can just go to my credit card and get a refund immediately.  This is definitely not a luxury skincare company they claim to be - never found it so difficult to get a simple question answered from other companies.  What is the time frame for getting a refund? 

     

     

     

     Sincerely,


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




     

    Business Response

    Date: 02/27/2024

    On 02/24, our warehouse received the return from Rajji. The refund for this order was processed yesterday and a email confirmation was emailed. ***** should expect to see the credit in the next few business days. 

    Customer Answer

    Date: 02/28/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:01/19/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order never came, no date no information about delivery date,etc.

    Business Response

    Date: 01/19/2024

    ***** placed order on 01/12. We shipped out her order on the 15th and provided her with a tracking number.. However due to severe weather delays, the package might take a little bit longer to arrive than expected. As of today 01/19, ***** has not reached out to us regarding the status of the order after it has shipped. We are asking her to wait a few more days to see if the package shows up. If there is no movement soon, we can provide ***** with a refund. If ***** has any questions about her order, she can reach out to us at ************.

    Customer Answer

    Date: 01/24/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    Still haven't receive the merchandise I contacted them several time leaving messages over the phone, without any response. Unfortunatelly the issue is not being resolve.

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 01/28/2024

    We did speak to ***** via phone and let her know that the package was still on the way.  As per **** the package was delivered on 01/25.

     

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

    Customer Answer

    Date: 01/29/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

Editor's Pick Luxury LLC is NOT a BBB Accredited Business.

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