Complaints

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.

• Initial Complaint

  Date:05/03/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 went to the Introstem to purchase one product that I liked. ****** put some product on my face and used a hand-held machine to work it in. He would say how much I needed this. Then it was "I will add this, this and this for free. I ended up spending over $10,000. Then I went in for my free facial.After the facial ****** said I needed the Neck machine saying {as she touched my neck} you don't want this on your neck. This machine, she said was twice what I paid with ******. I said over and over and over. "I cannot afford this". She was relentless. So another $10,000 +. THEN she said she was a doctor and I had to have a Cosmo machine that is good for arthritis. It goes for $50,000. Again I kept saying "I cannot afford this" ****** said when someone calls me to confirm the arthritis, I should say yes, that I have arthritis to get the discount. Now there goes $13,000+. I felt like what someone who is being interrogated feels like--you just give in to end the pressure. I contacted the owner of the store ***************************. He said {now mind you this is his policy} no refunds. He made the policy so he had the power to do the right thing and give me a total refund. By the way, the Cosmo was shipped to me from ********. I refused delivery from ****** The next day, I received a notice from Fed Ex that the Cosmo was being delivered. I called ***** and they cancelled delivery. I contacted ***** again and said since he would NOT dodo the right thing and give me a refund, just send me the machine since I paid for it. He said they had already contacted the company in ******** to reship the Cosmo machine to me. ***************************, owner Contact info: *************. **********************

  Customer Answer

  Date: 05/28/2024

  At this time, I have been contacted directly by Introstem regarding complaint ID ********, however my complaint has NOT been resolved because:

  I am still waiting to back hear from *************************** the owner of Introstem at ************* ************** *********************** I told him time is of the essence. BTW, I do not know how to compress files or pages to send to you.

  Sincerely,

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

  Customer Answer

  Date: 06/22/2024

  At this time, I have been contacted directly by Introstem regarding complaint ID ********, however my complaint has NOT been resolved because:

  I am not sure if I was able to send a PDF. I am not so good with documents, etc. [Your Answer Here]

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  on 1/25/24 at 430PM i was pressured by a salesperson in a Kiosk of ***************** to try their eye treatment Sadly, I was tired. I'm ************************************************ the ***************** (a very high end mall located in ****** **) and presumed vendors are properly vetted so I agreed to try this but in the end I got scammed into buying a box that was opened for a reduced price of $150 and day moisturizer for $50 with tax the price is ****** The receipt says "due to the nature of our products We do not offer any refunds but we will gladly exhange your products within 14days with the original receipt. I want my money back. I do not believe the product is not the same as is available on the website (*****************), as they claim. I do not believe it is the same formula and that the open box I was sold was not an authorized product. It may be expired or counterfeited and present a serious health risk The salesperson told me the products are less expensive in the kiosk than on the website, but I am concerned that the product they sold me is not the same as is on the website. They intentionally mislead potential customers with false information. The moisturizer I purchased is not open. The website (*****************) says in caps just like this: ALL INTROSTEM RETAIL LOCATIONS ARE INDEPENDENTLY OWNED AND MANAGED. and I believe their practices are questionable (predatory), and the product i was sold is not genuine. This business is a scam. I want a full refund,

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Today at Introstem **** care product center which is located inside at ***************** Mall, one of their employee recommend me and I bought one eye serum which cost $ ******. She convince to take other products too but thanks God I did not have too much money with me so they could not hypnotized and sell other products on me. After coming home there is redness and itching under my eyes I immadiately wrote to that girl who is employee. She told just wash your face. Long story of short, I ask her I am gonna come tomorrow and do return, she told me oh sorry after ***** there is no returns ,come back we will give you gifts. Are they kidding me? I just need my refund and no one told me that they do not have returns . Why I have to keep that expensive product which I am not gonna use. Which that means I have to spend a lot of money for just one serum which caused allergic reaction under my eyes. I need my money back. They are lier they lied a lot of people also I saw a lot of bad reviews about them. Please help me to get my money from them back please.

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 put in a complaint yesterday but used wrong name of company. The complaint is against Introstem. The sales person approached me on street, lured me in with a promise of a free sample. After one hour of heavy handed selling and the promise of a free skin care treatment today, I paid $554 for an eye serum that is supposed to make bags under eyes go away. I could not get out of the place without paying. The guy was very pushy and charming at the same time. I tried checking the product online when I was there but only the favorable reviews came up. Finally, I gave in and paid for some eye serum with the promise of the free facial today. When I got home, I searched internet and found this is a scam. I am not going to the free facial because I am afraid for my physical safety and I know from other complaints that there will be a heavy handed pitch for me to spend more money (and I have already failed this test). I know I was stupid. I should never have gone into this store front. I know they will not refund my money if I return the product. The signs said nonrefundable. Why is this store front allowed to operate when BBB has at least 3-5 complaints of the same type. I would like a refund. But mostly these guys need to be closed down.

  Customer Answer

  Date: 12/10/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Introstem regarding complaint ID ********.

  This business is a scam operation.  They do not answer the phone number on my receipt, nor is there an answering machine.

  There are a few complaints on BBB about this operation.  I am beginning to wonder whether complaining to the BBB helps.  How can this scan continue to operate when known to you?  Try sending police to their store front on ******* *** and see they are still there and try to product us.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:09/26/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On September 18th, 2022 I was lured into the Introstem store at ******************* with false information. Once in the store a man impersonating a Doctor led me to a back room supposedly for a facial. He repeatedly tried to sell me products that I declined to buy. At a certain point I purchased some products to get out of the store. When I returned to the store to attempt to return the products the store was closed down and the phones disconnected.

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  8/24/22; ***** am $ ****** I would like to claim a scam on the Upper East Side. I got lured into the Introstem store by a very (!) aggressive sales rep on the sidewalk. They applied some special serum that made my wrinkles disappear in a heartbeat. She was extremely pushy, and I felt very intimidated. I bought the expensive eye serum as she literally harassed me. They also gave me a free "consultation" by a supposedly plastic surgeon from "Naples, *****" who was borderline rude when I refused to buy his 8000$ cosmetics line. I left the store and calmed down. I walked back for the return of the eye product half (!) an hour later but was told that the receipt clearly said everything except this product can be returned, because of its sensitive Ingredients. (what could have happened during half an hour outside the store to the unopened product. It wasn't supposed to be stocked in a special place) The no-refund policy was never pointed out at the time of the purchase, or before receiving the receipt or even when I left the store. It is obvious that this exclusion is for the product they sell to the people whom they harass on the street and their policy prevents them from returning the product they aggressively sold. I talked to the same sales rep who sold me that product before. I pointed out that I wasnt told at the moment of purchase, I wasnt informed when I walked out and I obviously received the receipt after the purchase. The box was still in the bag I received. It was a matter of half an hour!!The product cost ******$ and I aim to be able to return and get a refund.

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Introstem regarding complaint ID ********.

  I filed the complained with my credit card company and received a credit, but have not heard from the business. 
  
  Sincerely,
  
  *********************************