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Complaint Details
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Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 7th, 2023 one of their employees lied about what kind of company this was after I said I would not purchase something from a multi level marketing company. The employee made it sound like this was something local I would be purchasing. She then charged me $14 more than the price she disclosed to me. After this, I asked for the order to be cancelled immediately. The employee ignored me for 3 days. I then got an email from Neora saying my order had shipped. I reached out to the employee again to resolve this and she still did not cancel this order. She cussed me out and was extremely disrespectful. It's been over a month. I do not have the product and I still have not received my money back.
Business response
01/25/2024
Thank you for the opportunity to respond. We investigated this matter and provide the following response:
On or about December 5, 2023,Complainant placed an order for Eye Serum for a total of $79.45, including shipping and handling, through one of our independent distributors and paid via credit card. On December 8, 2023,Complainant emailed our customer support team to request assistance with her order. On December 11, 2023, Complainant emailed our customer support team and requested cancellation of her order. Complainant was advised that her order had shipped and customer support informed Complainant of our return and refund policyrefund of the order amount less shipping and handling. Complainant elected to return the products once they were delivered and we issued a return label on December 11, 2023, and instructed Complainant how to return the order when received.
On December 28, 2023,Complainant advised our customer support team she had returned the order, and our records indicate we received the returned order on December 30, 2023. Our records further indicate that the refund was issued to Complainant on January 16, ****, for $68.90, the amount of the order less shipping and handling.
We hope this satisfactorily resolves this matter.Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased on Nov. 11, 2023 seven (7) boxes of eye-V moisture boost hydrogel patches. Every box sent expires on 2-11-2024. I asked Neora to replace 4 of these boxes as they were too close to the expiration date as theyre ********* gifts. Normally these patches are good for over a year. They told me the patches are still good passed the expiration date and no on the replacing the boxes for exchange. I feel that if a company is going to sell a product close to the expiration date then let the consumer know that and clear it out on a clearance sale. These were purchased at full price and I am stuck with a product that expires too close to the date of purchase. I wanted 4 boxes exchanged as three (3) were given away as gifts already.Business response
01/16/2024
Thank you for the opportunity to respond. We investigated this matter and provide the following response:
We regret Complainant was misinformed regarding our product exchange policy. We always strive for the highest standards of customer service and apologize for the service Complainant received. We received the initial complaint on January 8, ****, and attempted to contact Complainant. We were unable to reach Complainant but proceeded to ship the requested replacements on January 12, ****. We hope this action satisfactorily resolves this matter.Initial Complaint
08/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 7/4 I was notified that my credit card was declined & my monthly order could not process. I was instructed to update my expired credit card, which I did. Upon update, I was prompted to process my monthly shipment, which I did. On 7/7 Neora processed my July shipment, and on 7/8 unilaterally processed an identical shipment (identical product and identical once-a-month loyalty discount). When I contacted Neora to process the return, I was informed by Natalie that it is Neora's policy to not pay for return shipping, but was told "that we will waive the shipping fee as a one time courtesy" and my file was marked accordingly. On 7/22 I returned the duplicate shipment at a cost of $5.30. On 7/29 Neora issued a refund for the product cost, but neither the shipping cost associated with Neora sending the duplicate shipment to me nor the shipping cost associated with the return were refunded as discussed and noted. On 8/2 I again contacted Neora, seeking an explanation as to why shipping costs were not refunded as agreed and noted, but received no explanation. As a result of my followup call, on 8/2 Neora refunded what it charged me to send me the order it processed twice, but not what I spent returning the duplicate shipment. Although Neora applied a "once-a-month" discount to both orders, it claims that the duplicative order was not a system glitch, but rather something that I intentionally ordered twice. Additionally, Neora now claims that when it agreed to "waive the shipping fee as a one time courtesy" on the call on which the return was processed, such statement was not intended to cover the cost associated with return shipping. At best, Natalie miscommunicated; at worst, Natalie intentionally misled me. Questions posed to Neora regarding the duplicative discounts indicating a system glitch have gone unanswered. Unfortunately, the general hesitation people have to do business with direct marketing companies like Neora is well-founded.Business response
11/30/2022
Business Response /* (1000, 18, 2022/09/30) */ Thank you for the opportunity to respond to this complaint. We have investigated this matter and provide the following response: Our review of Complainant's account indicate that he had a recurring monthly order set to process on the July 7, 2022. We attempted to process the payment for the monthly order and the payment method was declined. Complainant subsequently accessed his account and updated the payment method and then resubmitted payment for the recurring order. Once a payment is declined, our system automatically attempts to complete the process two more times unless canceled and because of this, the monthly order was processed after Complainant updated his payment method and submitted the order. When Complainant contacted customer support on July 11, 2022, he was given instruction on how to return the unwanted shipment. Complainant subsequently contacted customer support on August 2, 2022, requesting a refund of the return shipping cost and our records indicate that Complainant was refunded the shipping cost of $6.92 on August 2, 2022. If there is additional information Complainant should wish to provide in this matter, we are more than happy to conduct additional review.Initial Complaint
07/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
We ordered an eye serum directly from website. Website is not user friendly and tricks you into getting signed up for subscriptions. The eye serum gave me dermatitis on both of my eyes and my skin is peeling off like a sunburn. Reviews are good on this product so it's just my skin but I do not want an $80 serum subscription that is burning my eye skin off. 30 day money back guarantee but there is no way to return your product via the website. I would like a full refund, I want to send the product back, and I want the subscription cancelled. I also want Neora to remove our card info from their system and not steal any more money from us.Business response
09/08/2022
Business Response /* (1000, 7, 2022/08/03) */ Thank you for the opportunity to respond to this complaint. We have investigated this matter and provide the following response: Our records indicate that Complainant enrolled as a Preferred Customer online and selected the Smart Shop order (recurring order option) which allows our customers to receive the lowest product price available. Though our records show that Complainant's recurring order was canceled on July 17, 2022, we have no record of a request for a return authorization to return the product nor did Complainant reach out to our product integrity team regarding the reaction issue. Complainant's purchase is covered by our 30-day money back guarantee and Complainant should contact our customer service department to request a return authorization and refund in accordance with our return policy. We hope that this satisfactorily resolves this matter.Initial Complaint
11/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have a family member who is a brand partner with Neora. She has turned into someone we do not know since deciding to work there. She has bullied and harassed her friends and family to buy things. Recently she had charged my account for orders which I told her 4 times that I did not want. She messaged me and said oops I made a mistake but you will really like this stuff . What! After speaking with more family members she's done this multiple times. This is stealing, nobody authorized her to go into their accounts. Something needs to be done.Business response
01/14/2022
Business Response /* (1000, 7, 2021/11/17) */ We have investigated this complaint and provide the following response: Our records indicate Complainant enrolled as a Preferred Customer account which allows customers to receive significant discounts on our products by enrolling in our Smart Shop order program which ships products chosen by the customer on a recurring basis which is determined by the customer. The Smart Shop Order program must be personally opted-in by the customer at the time of enrollment. Thereafter, an e-mail is sent to the customer's e-mail address in advance of their recurring order being shipped which provides customers an opportunity to make adjustments to their order. In accordance with our customer guarantee contained in our Policies and Procedures, a customer must make a request to return unwanted products and receive a refund. 10.01 Retail Customer Guarantee. Neora offers a 100% money-back satisfaction guarantee to all retail customers within thirty (30) days of purchase. If a retail customer is dissatisfied with any of Neora products for any reason, then that retail customer may return that product in its original package and shipping containers, with original proof of purchase, to the original selling Brand Partner for either a replacement or a full refund of the purchase price minus shipping. Customer is responsible for cost of return shipping. Preferred Customers may log into their accounts online and cancel any orders and/or their account or can contact our customer support department and request cancellation of their order or termination of the account. Our records indicate, to date, Complainant has not contacted our customer support requesting cancellation of her recurring order or that she wished to close her account nor has Complainant utilized her Preferred Customer account on the Company website to make any adjustments to her order or account. We will close Complainant's account based upon this complaint. Per our policy referenced above, Complainant may return any product for a full refund. If there is additional information Complainant should wish to provide in this matter, we are more than happy to conduct additional review.
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