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Business Profile

Skin Care

Tones By Cocoa Skincare

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skin Care.

Complaints

Customer Complaints Summary

  • 5 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:11/07/2024

    Type:Delivery Issues
    Status:
    Answered
    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 made an order September 2024 and reached out numerous times to customer service through phone, text, website, and all means available to get an update never received a follow up call or answer through any contacts. Now 2 months later when I post under the sites promotion online about not getting ny order my comment was deleted and a *** asked me to call then. I called and had the worst experience in life. This ***resentative told me my package was lost and stated the tracking they have for their site saying my package hadn't been received by **** yet was incorrect. I proceeded to ask questions concerning the order and remained patient and respectful the woman with customer service didn't want to help continued to over talk me when I expressed concern & disconnected our call. I called again and this lady called me out of name after I still called back calmly and stated how the calls are recorded I asked if their was anyone else I could speak with she refused, I asked for her name she refused , and after I asked another question she LOUDLY SCREAMED IN THE PHONE " THIS Bi***" and hung up again. I made a comment to let them know on their site and I was blocked from social media and she even answered the customer service like again and proceeded to engage in being disrespectful and use profanity screaming in the phone. I called today and a *** stated she couldn't help with those type of concerns and they don't have ppl to speak with concerning complaints or customer relations but she would pass the msg to upper ranks. Seeing i never got communication in 2 months from a simple order further assures me i can't trust this company , their morals , or support them to do business in anyway and i was ready to buy more items im glad i didn't make a major purchase with such a disrespectful company. They don't value customers only the money. In no way should a *** use profanity so boldly with a customer that is remaining calm about THEIR money spent.

    Business Response

    Date: 11/21/2024

    The customer was very upset that her bar of soap was shipped but it was list in the mail through ***. We explained to the customer that we shipped her soap 2 days after her order was placed and that she would need to get in contact with *** to file a lost claim. She became extremely upset so therefore we refunded her money. After being refunded for the lost bar of soap she became more angry. This issue was already resolved before she filed this complaint. This customer was in rage and she was treated very nicely during the phone conversation. She was never cursed or yelled at. I do understand she really wanted the bar of soap but she was in so much rage we decided to immediately refund her because *** losing her package was not in our control.

    Business Response

    Date: 11/21/2024

    Shows the date refunded
    Shows The package was shipped and lost

    Customer Answer

    Date: 11/23/2024

    I have recordings and screenshots of tones by cocoa customer service agent calling me expletive words when I asked about why I never received any communication about the package after I reached out to them by email , phone, their personal website comments , as well as social media never received a call back or reply from anyone until I commented on a post stating I hadn't received anything they stated to call right then. I expressed my concerns and was very rudely handled, called derogatory disrespectful words while I remained calm. I was told no supervisor or upper management was available to talk to with or call me back. Nothing was done they refunded the money the same day the representative said it was lost but it doesn't compensate for bad business and over a month wait on a product that never updated its tracking from ******* where it says the office is located **** never received the package. I was blocked from all social media from commenting on my experience. I screenshot every message deleted every disrespectful call I have evidence of reaching out every other day with no response for almost 2 months. This response isn't satisfactory bc it shows they don't care abt the customers or them being satisfied along with longevity of customer clientele through these issues. I ordered a product to become a customer and was hoping for good results as well as becoming a long term customer but this doesn't help 

    Customer Answer

    Date: 12/12/2024

     
    Complaint: 22525309

    I am rejecting this response because: I have recordings and screenshots of tones by cocoa customer service agent calling me expletive words when I asked about why I never received any communication about the package after I reached out to them by email , phone, their personal website comments , as well as social media never received a call back or reply from anyone until I commented on a post stating I hadn't received anything they stated to call right then. I expressed my concerns and was very rudely handled, called derogatory disrespectful words while I remained calm. I was told no supervisor or upper management was available to talk to with or call me back. Nothing was done they refunded the money the same day the representative said it was lost but it doesn't compensate for bad business and over a month wait on a product that never updated its tracking from ******* where it says the office is located **** never received the package. I was blocked from all social media from commenting on my experience. I screenshot every message deleted every disrespectful call I have evidence of reaching out every other day with no response for almost 2 months. This response isn't satisfactory bc it shows they don't care abt the customers or them being satisfied along with longevity of customer clientele through these issues. I ordered a product to become a customer and was hoping for good results as well as becoming a long term customer but this doesn't help 

    Sincerely,

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

  • Initial Complaint

    Date:05/21/2024

    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.
    The product from TONES BY COCOA Damage my skin. I have pictures on my phone.

  • Initial Complaint

    Date:04/27/2024

    Type:Customer Service 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.
    This is the first order I have ever placed with the company. I ordered $222 worth of products and did not receive all products. On the packing slip the company acknowledged they did not send all items. However I was not issued a refund. I emailed the company to correct the issue and was ignored. No response from the company. The resolution Im looking for is to either receive my items or receive my refund. I am very displeased with my first interactions with the company.

  • Initial Complaint

    Date:12/07/2023

    Type:Delivery Issues
    Status:
    Answered
    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 the under eye serum from their tik tock shop on nov 19,2023.i messaged them on the 21st and also the 24th inquiring about my order. It is now December 7th and no one has yet to respond. I messaged them on instagram, gave them my order number, they said they will look into it. A couple days past, still no response back. I messaged them a couple days later to follow up, and the person left me on read.i called the customer service number,spoke to a very pleasant lady. She looked into it, and promised it would be shipped out that day. it was never shipped out. Called a couple days later to follow up.once again, she said it would be shipped out by the end of the day.its been 2 and a half weeks and ive been even getting ignored or the run around. I dnt want a refund, i just want my item

  • Initial Complaint

    Date:10/02/2023

    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.
    I placed an order on 07/09/2023. When I received my order, I turned the box upside down and noticed that an item was missing. I immediately contacted the customer service number and spoke to a lady that in my opinion, was NOT pleasant. She apologized and stated that she will ship the item that day. I asked for a tracking number numerous times. I was told by a rep. that the item was shipped and someone would get back with me. I was called and told many times that my item was shipped. Today is 9/26/2023 and I still have not received my item. I have tried to call and text the number that I was contacted on and I have not received a response.

    Customer Answer

    Date: 10/02/2023

    I  FINALLY received my item over the weekend with a free soap.

    Customer Answer

    Date: 10/04/2023

    Ad of now, I'm hoping just the soap and eye corrector works since I no longer have the other products. I needed it for a wedding that I was in in September. I will no longer shop from this company. I really wanted to support because my roommate orders from there and I love MD the results that she has. 

Tones By Cocoa Skincare is NOT a BBB Accredited Business.

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