ComplaintsforTrophy Skin, Inc

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered the JeNu Infuser. Tried to get it to charge/power on for hours, it is DOA. All customer support phones, emails, etc have been cut. There is zero way to contact this brand. They delivered literal junk and have made strong efforts to not communicate whatsoever.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company advertises the Trophy Skin Brighten MD product as "Microcurrent" -- then proceeds to say it's "EMS technology" --- Which is FALSE advertising. Microcurrent and EMS are two completely different technologies.They are using the buzz word Microcurrent to trick customers into thinking they are buying a Microcurrent-- when it's not. The general public would not necessarily know the difference--- but the difference is huge. I'm an esthetician of 20 years-- so I know how deceptive it is to use the word Microcurrent-- when in fact it's EMS - Electric Muscle Stimulation. They need to remove the word Microcurrent from anything associated with this item--- Packaging, Website Description, and anywhere else they use the word---- It's False ****************- after charging it initially--- it wouldn't stay on. It's a cheap piece of junk.

  Business response

  05/23/2023

  Hi ****, 
  
  Microcurrent devices are defined as those operating between 10 and 500 microamps. The BrightenMD was designed and verified to operate between 36 and 167 microamps.  Electrical muscle stimulator "EMS" is a powered muscle stimulator for muscle conditioning. Microcurrent devices do something similar on a much smaller/localized scale and are a class of EMS devices. 
  
  We are sorry to hear your device wouldn't stay on after charging. If you need help returning your order please contact our customer service team directly at ************************************ We are happy to help! 

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 9, 400.75 minus $197.07 that was never refunded to me. Trophy Skin committed to providing a refund of $197.07 upon returning the MicrodermMD. Once I placed the order and it arrived on April 14, 2021. Saw another item called "UltradermMD", had more attachments and was a better deal. Spoke to Kelsey on April 26, 2021, and asked to return the unopened product for the "UltradermMD". Kelsey sent me an RMA number with instructions via email to return the item and told me there will be a refund of $197.07. I called again because there was not refund to my bank account. On 7/7/2021, Kelsey sent me a screenshot saying that the refund was pending. At the bottom half of the screenshot there was "Created on June 8, 2021". Kelsey then instructs me to call ****** because they had to release the money. After speaking to an agent with ******, she tells me that Trophy Skin had not sent any money showing a refund, and that I would have to continue to make the payments to them for paying Trophy Skin the full balance. I returned the MicrodermMD and should not have continued making payments because Trophy Skin has the product. Spoke to Kelsey and her message to me was; If "******" does not resolve the issue to let me know and I will call myself and remedy the situation. Both Trophy Skin and ****** are saying the other has to provide the refund. March 4, 2022, still no refund. I called and spoke to Kelsey today regarding the refund of $197.07. She went into defense mode that I should be speaking to "******" and they no longer had the merchandise and sent me the same screenshot from last year. I asked for a number to "******" which she directed me to Google and speak to them. ******, Trophy Skin, and myself were on 3-way with no resolution. Kelsey then says, "You never asked to send the product back". Which I clearly have an email from her, the time of a recording that was generated and attached to the email from their server. Account #*****. There were two orders with one refund.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/10) */ On 04/09/2021 Trophy Skin order #***** was placed by the customer. This order was for 8 different items + Route package protection totaling $400.75. This payment was made through ******. ****** is our "pay over time" partner and they take care of our customers who choose to purchase in installment payments. We were contacted by the customer on 04/24/2021 to return 1 item from order #*****. We worked with this customer to return the MicrodermMD. The customer and Trophy Skin followed the return and refund process and on 06/08/2021 the customer was refunded $197.07 to their original payment method for this return. Please refer to Attachment 1. Attachment 2 shows are internal Shopify record of the original order #***** with all 8 items included as well as the $197.07 refund. A new order was placed by the customer on 04/26/2021 #***** for the upgraded UltradermMD. This new order was for $244.30 (price included a 30% discount off original price) and again payment was made through ****** so the buyer could take advantage of her payment plan. Please refer to Attachment 3. As the payments for these orders were made through ******, we suggested to the customer they work with ****** directly to understand the way the charges were made and how the MicrodermMD was credited. In a three way call with the buyer, Trophy Skin and ******, ****** confirmed the partial refund was applied to order #***** for the MicrodermMD and the remaining balance on the original order was $203.68 for the other 7 items on this order. In summary, the buyer total payments to Trophy Skin through ****** is $203.68 for the first order and $244.30 for the second order for a total of $447.98. As Trophy Skin does not have complete visibility into ******, the customer will need to work with them directly for updates on her payment plan. ****** can be reached at the following number *************** The following information was provided to us by ******. "The partial refund will be applied to the final monthly bill of a customer's loan. If the refund amount is higher than the final monthly bill, ****** will apply any overage to the preceding month, and so on. Payment amounts will not be updated from the original terms. All refunds will be processed to the original form of payment within 3 to 10 business days of the refund." Thank you for your help in resolving this order and let us know if you need any further information. Consumer Response /* (3000, 7, 2022/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The claim of ****** stating the $197.07 was added to order #***** is not accurate. I was told the full amount had to be paid before I could get refunded back. Money was automatically debited from my account from affirm and nothing has been given back to me for completing payment. ****** will not take responsibility for not returning my money and Trophy Skin will not take responsibility for returning my money. They each point the finger at each other and have me calling one or the other. I am not satisfied with this information because I am out of $197.07 and they have the unopened device back but later sold according to Kelsey. Business Response /* (4000, 9, 2022/03/31) */ We understand that the customer did not accept the response. We reached out to ****** for proof that a refund was issued. Please see the attachment as ****** was able to confirm that the refund of $197.07 was issued to order #*****, however, as both ******** and ****** indicated the full amount of the order must be paid before the refund is issued/taken off the back end. Per our first message the customer placed two orders #***** and #*****, both paid for with ******. Order #***** has been paid in full which could explain the charges that the customer reported being debited from her account. Order #***** has a remaining balance of $203.68, for the 7 items the customer kept from that order. To confirm the status of the refund and any remaining balance the customer will need to work with ****** directly. The fastest resolution for them will be to contact the ****** Customer Care Team directly by dialing their toll-free number at (855) 423-3729. This customer received all items that she ordered and has been refunded in full for the MicrodermMD return from her original order #*****. She did keep and needs to continue paying for the other 7 items in that order. As we use ****** as a 3rd party payment option we are not involved in the payment process. We do encourage this buyer to work with ****** to resolve this payment error as we want our Trophy Skin customers to always have a positive experience with our site and products. Thank you for your help in resolving this order and let us know if you need any further information. Consumer Response /* (4200, 11, 2022/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not going to accept this resolution because I never received the $197.07. ****** and Trophy Skin can keep showing that refund, but I know that I kept making payments and was told, "until you finish paying for the order, we (******) cannot credit the payment".

• Initial Complaint

  12/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased their Rejuvalite MD as a gift to my wife last 09/27/20 for $249 and 14 months later a row of bulbs in the LED panel is busted. My wife contacted the company via chat and sent a picture of the panel but she was told the warranty ended 2 months ago. This company is engaged in false advertising and misrepresented their product as it is stated in their website. " RejuvaliteMD comes with a 1 year warranty but the LED bulbs are made to last for years". Not only are they making a false claim about their product on their own website they are also stated this on Amazon Question: Where do you purchase replacement lights? Answer: The LED lights cannot be replaced, and should never need to be replaced. LEDs have a life over 30,000 hours, which means they will never need to be replaced, even after 10 years of usage. They are solid state technology that will not lose brightness over time. If my wife used it daily at 10 minutes per day then the row of busted bulbs had only a life of 72 hours. Had we known that the bulbs would stop working right after the one year warranty I would never have purchased such a piece of junk. BTW, the company needs to know that their representative Samantha acknowledged that the row of light was indeed busted.

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2021/12/20) */ All our Trophy Skin devices are warrantied and serviced for 1 year from purchase for any defects or damages. This warranty is available for review at https://trophyskin.com/pages/guarentee. This purchase was made on 9/27/20 with the concern brought to our attention by the buyer on 12/10/21 through numerous chat and phone communications. These communications are available upon request if the BBB would find them helpful in their review. The device is no longer eligible for coverage under warranty. Most buyers enjoy their RejuvaliteMD device for years. We do not know why this row of lights went out. However, we offered the buyer an additional good faith 15% refund on top of the current sale price of $119 (21% off) if they wanted to purchase a replacement light unit. The replacement light panel is regularly $150. The additional savings would be $17.85. Light panels can go out over time for any number of reasons as is the case with any electronic device. This is easily replaced by snapping out the old panel and installing the new one in its place. It is reasonable that companies stand by their warranty. We are still willing to offer this buyer these discounts if they would like a replacement panel for a total of $101.15 including free shipping. We are also willing to offer a 50% off on a brand new RejuvaliteMD if the buyer would prefer that. A new RejuvaliteMD is $249. With the 50% off (plus free shipping) the buyer may purchase a new unit for $124.50. Please let us know if you would like any further information. Jolene Y**** Customer Care Director - Trophy Skin 866.546.4664 Consumer Response /* (2000, 7, 2021/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) On 12/21/2021 the General Manager of Trophy Skin personally reached out to me via email and quickly resolved the issue. My wife and I are very pleased with how top management quickly took the case from Customer Care Department to address this issue to our greatest satisfaction.

*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. ↩