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:08/08/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 been trying to reach u all for my refund I been tracking my ***** and it says you guys received the low quality product you sent me and I want my refund this week or we can just go into legal process

  Business Response

  Date: 08/08/2023

  Good afternoon ********, we received your return request and approved it last week. We see that it shipped out on 8/1/2023 and was in fact delivered to our warehouse today on 8/8/2023 (https:/******************************************************************************). It takes us up to 3 business days to inspect and process refunds. As long as everything checks out we will mark the return as closed. After that it is up to the platform you purchased the item on (in this case *******.com) to put the money back on your credit card (or the form of payment you used at checkout). We have no access and do not have the ability to send you any money back.
  
  After checking our system I see you have not opened a ticket with us through *******.com. If you would like to contact us you must do so through the *******.com platform. Per our contractual agreement with *******.com we are not permitted to communicate with customers outside the platform. 
  
  If you have any other questions feel free to contact us through *******.com. 

• Initial Complaint

  Date:07/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Customer Order Number: *************** Reason for Contact: Where is my order Item name/number: Alpha Skin Care Revitalizing Body Lotion 12 Oz/51899355 Message sent to seller: My order appears to still be in Charleston. Order # *****************. I placed this order through ******* and I contacted them on 7/5 and they advised they forwarded info to you and I would hear from you within 48 hours. I called and left a message for you on 7/11 with this information and have yet to receive a response to either attempt. I checked with the USPO and was advised the tracking number is assigned to a general pickup and apparently my order was not included and was not checked in to the post office. I would appreciate if you could send my order or refund my $31.75 and would REALLY appreciate a response to this email Thank you, ******* ****

  Business Response

  Date: 07/17/2023

  Good morning *******, I sincerely apologize for the inconvenience that this has caused. I do see the package has not moved from the facility. This is most likely due to USPS loosing the package. I also see you opened a ticket and that our customer support responded on 7/6/2023 3:19:38 PM EST requesting you confirm you address and then we would start a claim with the carrier for you. We never received a response from you so ******* automatically closed this ticket. We would be more than happy to refund you in full for this order that you did not receive. I have gone ahead and processed a refund on our end. Again I apologize that you never received your product and that you did not receive the response from our customer support. 

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  This business is selling fraudulent products to consumers packaged in original looking packaging but are obviously non-genuine. I purchased two colognes from their ******* now and they have both not had the genuine cologne inside as it was very obvious they smelled different from the legitimate products I had previously purchased in the store. In addition the products are always leaking, which other users who have reviewed their sales on ******* have confirmed as well. It's sad they are filling old bottles with cologne and trying to pass them off as genuine.

  Business Response

  Date: 06/29/2023

  *****, we apologize for any convivence that you have been caused. We do not refill or repackage our colognes/fragrances. If you open a ticket through the eCommerce site you purchased the fragrance on and we will be more than happy to refund your order in full. All products (including fragrances) are purchased from reputable distributors located within the USA.