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Business Profile

Online Retailer

Dermavel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 3 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:02/04/2025

    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.
    I purchased a Fibroblast dermal pen and a package of replacement needles, online on 11/29/24. The order totaled $96.75. I was unaware the items were shipping from ***** via ***********. *** showed the package reached the USA on 12/13/24 and I received an email saying the order was complete. Then on 12/27/24, the package was supposed to reached and departed ********, ** on 12/13/24. On 1/2/25 I contacted Dermavel via email and an "*****" responded with an ACI Logistics tracking number which proved invalid and after numerous requests for an accurate tracking number to no avail. Today, ***** says she is in constant contact and will update me when the package starts moving. I do not believe any of her explanations. Can anything be done? Is there any recourse for a matter off probably fraud? Thank you. ***** ************

    Customer Answer

    Date: 03/01/2025

    Better Business Bureau:

    At this time, I have not been contacted by Dermavel regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:11/04/2024

    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.
    There is not address for the Dermavel pen. ************************** Can you please provide me with a business address for this company as they appear to only have information via email.I got ripped off and I'm trying to send the product back but no address exists. Where are they located? Something is very wrong here.

    Customer Answer

    Date: 12/01/2024

    Better Business Bureau:

    At this time, I have not been contacted by Dermavel regarding complaint ID ********.

    Sincerely,

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

     


  • Initial Complaint

    Date:04/09/2024

    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 ordered the Dermavel pen months ago. They sent it to the wrong address. When the **** tried to send it back to the company, it was undeliverable. It was then sent to the **** Mail Recovery Center. I immediately requested a refund. They said they would only issue a refund once they received it back. I just want my money back since I haven't received a product.

    Customer Answer

    Date: 04/10/2024

    Better Business Bureau:

    This issue was resolved via a PayPal charge back. 

    Sincerely,

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



     

  • Initial Complaint

    Date:12/04/2023

    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 received two faulty pens in a row from this company and they have refused to refund **** originally purchased a pen on November 2nd upon receiving the pen I noticed the output button did not work. I sent an email to customer service with a video of the faulty product. They confirmed the product was defective, I didnt need to send back to previous pen due to it being faulty and sent out a new pen. Upon receiving my new pen I realized once again the output button did not work, I reached out very upset and stated I wanted a refund at this point. The customer service has argued back and forth with my for days that I have to send a video of me attempting to use both pens and them not working to receive a refund. I have offered to return the new pen since I threw out the original TWO AND A HALF WEEKS prior when they confirmed my previous one was faulty. They have not offered me to send in the serial code of the new item to verify it is the current one not working and have been incredibly uncooperative in finding a solution unless I can send them a video of me using both pens even though they have a return policy.

  • Initial Complaint

    Date:08/24/2023

    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 the Dermavel pen. I took it to my dermatologist, and my dermatologist said I am not a candidate-I did not use the product. For the return, she requested pictures. I assumed the quality of the pictures I took, would determine how smooth the return process went, so I OPENED the box, I HAD TO OPEN IT to show in my photos that is wasnt used.When I saw that there was a $27 difference, I of course contacted ***** via email, and asked her about this. She basically told me as you can see in the emails that they determine that since I open the box, that I have to pay $15. The problem is I open the box to send photos that were required for the return. So none of this makes sense. Here I am I didnt use the product. I did everything that she wanted me to and I got charged $15.Companies seem to try to find loopholes, when it comes to returns, so I make sure I cross all my ******** my is, with this company there is no customer care whatsoever! Also, they pay you for reviews, which is why their website has five stars, and looks amazing, but thats just too support their get rich, quick scam they have going. So I wrote an email, describing the situation, the return was successful, although I got charged a $15 restocking fee- I did not open the product, other than to be over zealous & thorough with the pictures she requested, to AVOID the restocking fee-Ridiculous.They also pay you money, to do reviews, so the reviews are fake.I asked *****, to speak with the supervisor, since she wasnt able to override, and credit me back the $15 which was a on un ethically charged.I am guessing that this is a basement company, with no supervisor, because she never was able to allow me to talk to a superior.I have more emails to share, but this platform is limiting, feel free to reach out and ask for more evidence-ok. It wont take any of my screenshots ! Please email me so I can send you evidence- Thank you so much for your time, we must stop these scams.

    Customer Answer

    Date: 09/17/2023

    Better Business Bureau:

    At this time, I have not been contacted by Dermavel regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/31/2022

    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 purchased a Dermavel Pen directly from the companies website, hesitantly, but with the expressed assurance of a 90 day money-back guarantee. I recently filed an application with Dermavel to exercise this guarantee but was denied. Also, Dermavel pays their customers to leave good reviews on their website, which is extremely misleading. I was offered $50 back if I would leave a positive review that included a picture of myself holding the pen. I first used the pen on March 31. It took a full week for the scabs to heal. The instructions say not to conduct another treatment for at least 6weeks. Since my skin got worse (not better), I asked for a refund but was denied on the basis that I didnt use the pen enough. Their entire website is misleading and unethical.

Dermavel is NOT a BBB Accredited Business.

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