ComplaintsforSoko Glam, Inc.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cleanser set that included a balm cleanser and a gel cleanser and I wanted to return it because it irritated my skin. Their return policy states you need to email them to get a return started and I emailed them 5 times with no response. I made sure to check my junk mail daily. Then, when I left a review on their website about my experience with the product and their company they didn't post it. I would like a refund and I want the review posted where it should be. Companies can't pick and choose when they want to post a review.

  Business response

  05/31/2022

  Good afternoon,
  
  Thank you for reaching out to Soko Glam. Our team members have responded to your emails on the following dates, 4/3/, 4/12, 4/24, 5/12, 5/25, and 5/31. We are sorry you are not receiving these emails, and we will send screenshots of our correspondence for your records. Our emails are not going through to the following email address: ************************* Is there a different email address we can reach out to? We would love to provide an update on your case and get your refund to you.
  
  We look forward to hearing from you to assist you promptly. Once again, our sincerest apologies for the prior inconveniences.

   

  Have a wonderful day and stay safe

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order last November 16,2021 in the amount of $184.23 canadian dollar.Until now i didnt receive anything I email them so many times and they said they already ship it last December 6 then I checked the tracking number they provided me and found nothing.So I emailed them again last December 11 and they said its already in alberta until now nothing.So I emailed them again and they said they courier just pick it up from their warehouse.So everything is a lie.at first the reason they gave me is they dont have some of the orders and they are still waiting they gave me 2 option refund which i didnt accept because I waited for so long already and the currency exchange play a big role as well the other option is store credit but the discount i got during the time of order will be not valid anymore. My first order actually is on October but they cancelled it because they said they cant find my order anymore so they said just reorder so they gave me a refund not in full because of the currency exchange.Its been 2 months in total distress my heartaches because they fooled me twice and the option they gave me put me on disadvantage.Its only for their gain nothing else.

  Business response

  01/05/2022

  As requested by the customer a full refund was processed for order #******* to the original form of payment on 12/22/21.
  
  At the time that the refund was processed, the order shipment was still en route to the delivery address. It was marked as successfully delivered by the courier on 12/23/21, which is within our standard delivery window as indicated on our website. *********************************************************************
  
  

  Customer response

  01/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me because they said its within the standard the delivery i placed my order November 17th 2021 and received the delivery on December 23rd how can they say that its within the delivery time frame. They said 10 to 15 days how come its more than 1 month and still say its within the time frame.Its just shows they dont acknowledge their wrong.Anyway they refund me already after filing a complaint Ive been emailing them back and forth but they are giving me response that is beneficial for them and because i filed a complaint thats the time they take an action. They sell peoducts that is not abaolable on hand and they will let customer to wait instead of properly labeling it as sold out.Anyway, i was refunded already but the stress they have given me is so much.
  
  Sincerely,
  
  ***** ***** ********
  
  
  
   
  
  

• Initial Complaint

  12/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I reached out to start a return, the product had an unusual smell like it went bad but i thought maybe that's what tea tree is supposed to smell like? anyways i broke out into a rash and breakouts on my face. I purchased a multi pack and was told, "skin care is trial and error do you want recommendations" they stated it was final sale. I responded I misunderstood and that is why I bought multi packs, I was under the impression that the single sheet face mask was final sale. My order was only $45 but I don't understand how they wont offer me any other time of resolution.

  Business response

  01/05/2022

  The items purchased in this order are final sale, as indicated on the product pages on the website, and are not eligible for return or refund. We reached out to the customer on 1/5/21 to notify that, as a one time exception, the items can be shipped back to us for a full refund to the original form of payment. This is our policy and process for returns of non-final sale items. We are awaiting the customer's response. 

*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. ↩