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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
False advertisement on comparison charts with other companies
Business response
08/03/2022
Dear BBB,
Nu Skin is not the author of the comparison chart provided by Ms. ********, nor does it condone its use. If Ms. ******** can provide Nu Skin with the source of the comparison chart, we will be happy to follow up and in the event it is connected to a Nu Skin independent brand affiliate, action will be taken.
Thank you,
Ildy C****
Compliance Manager
Nu Skin Enterprises, Inc.
Initial Complaint
04/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This is the second time that the following has occurred. I have been a longtime customer of **********************, since 2006. I received an email from nuskin, yesterday, stating my order was on the way. One item was not listed, so I called customer service to verify what was in the order that had been shipped. ********, I believe that was her name, said that Life *** Nano was on the order, but that it wasnt being shipped until 4/7/22. But I believe my credit card was charged for the item. That wont be shipped for approximately 2 more weeks. I want to know if this is legal? For my card to be charged for that item, even it is back order? Please let me know if this legal to charge a credit card, before thee item has been shipped. Thank YouBusiness response
04/18/2022
Dear BBB,
We reached out to ************** to discuss her concerns regarding Nu Skin backordered products. We have explained to Ms.Stahls what options she has when managing her subscriptions online and how to check if a specific product is on back order. We now consider this matter to be closed. ************** may reach out to us directly if she has additional questions.Thank you,
*******************
Compliance Manager, Nu Skin Enterprises Inc.
Initial Complaint
04/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Facial Spa from my local representative. She purchased multiple at a discount. I used the spa as indicated per video instruction and have seen zero change. I want this product returned for credit to use toward a skin regimen since it would suit my lifestyle better. This facial spa takes too much time and no results. A face wash/wrinkle cream is a better solution for me. Ive reached out 3 times since my initial contact by *********************** on 4/4. ZERO response. I also copied the support team, ZERO response. Im incredibly disappointed in the results, lack of response and cooperation. I need a credit to use toward other products, thats it. Please assist. Thank you.Business response
04/11/2022
Dear BBB,
We place a high emphasis on customers at Nu Skin and wish that everyone who uses our innovative products will have a positive experience. We are saddened to hear Ms. ***** experience with the Facial Spa did not meet her expectations. However, we are happy to hear she would like to continue using other Nu Skin products. After speaking with ***********, we have been able to come up with a resolution and consider the matter to be closed. Should ************ have any questions, she has my contact information and may reach out to me directly.Thank you,
*******************
Compliance Manager
Nu Skin Enterprises, Inc.
Customer response
04/14/2022
Complaint: 17007565
I do appreciate the timely response. However, I was promised a refund for the product but was only given $189. When my sales rep purchased the Facial Spa for $220. I was expecting a $220 refund. Why would this have happened? If someone could explain this to me, I'd appreciate it so much.
Sincerely,
*********************Business response
04/14/2022
Dear BBB,
Nu Skin refunded ************ a total of $220 which is the amount she paid for Nu Skin products. We are not clear as to why ************ would reject our response seeing we have been in communication with her and explained fully that she would receive a full refund. We have also been in touch with ****************** who assisted us in finding the transaction in question to resolve this matter. ****************** sent Nu Skin confirmation that ************ has been refunded in full. ************ may contact me directly if she has additional questions.
Thank you,
*******************
Initial Complaint
03/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In December 2021 I had purchased a Facial Spa machine for my wife for Christmas. I received a package from NuSkin and didn't open it, but wrapped it for Christmas believing that it would be the correct order. Well Christmas Day comes and my wife opens the package to find the wrong order. I returned the package in January and told NuSkin that we never received the actual product and we wanted a refund. Supposedly they processed the refund in January after receiving the item back that we sent. No refund was processed and I have reached out almost 10 times from January until now and I always get a response saying "sorry your refund will be processed in the next **** days" I have been told **** days now for almost 3 months and cannot get a resolution. My item was $400 and we need that money back. Poor customer service, never sent us the actual product, and never processed a refund in over 3 months. My order number is Order #: ********* for an exact total of $409.81.Business response
03/31/2022
Dear BBB,
We contacted ************** and we were able to locate the transaction in question. We have issued a 100% refund going back to Mr. ****** credit card. Depending on his financial institution, he should be seeing the refund reflected on his account in the coming days. We apologize for the delay with the refund but we have come to a resolution and consider the matter to be closed. If ************** has any questions, he may contact me directly.Thank you,
*******************
Compliance Manager, Nu Skin Enterprises Inc.
Customer response
04/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
12/20/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 11/4 there was an advertisement for firming cream. I contacted rep from Nu Skin her name is ************************* . She said she couldn't take a credit card but could take Venmo, so I sent her $110.00, I asked her if she received she said yes. On Saturday 11/6, I was purchasing some jewelry and used the Venmo account and it was asking me to confirm payment to *************************, so I messaged her and asked if she received it, and she said yes, then said no. Since this was my first time using Venmo, I thought perhaps I did something wrong. I sent the payment again. When I realized I was charged twice on my card, I asked her to refund the one payment, she never replied. When I sent her messages no reply until on ******** she was asking if anyone didn't get their order, I said I didn't. No reply. Then I stated on her ******** page that she was fraudulent and I wanted my money back didn't want the product and she said she couldn't return to me she would be out $200.00. She blocked me on Venmo and her ******** so I can't reach her. She sent a package that was received 12/4 and I did not open it and sent back to her on 12/5 via **** I have proof of delivery. The company doesn't respond to my emails and when I call they tell me to email them, but they don't respondBusiness response
12/23/2021
Dear BBB,
We reached out to both ****************-Aufdencamp and the Nu Skin Independent Brand Affiliate in question to obtain further details regarding the matter. After separately discussing the matter with both individuals, we have arrived at a solution that seems to resolve the concerns of both parties. Furthermore, we have taken appropriate steps to ensure the business practices of the Brand Affiliate in question are aligned with company Policies and Procedures, moving forward. As a result, we consider the matter to be closed. Should ************************************* have any questions, she may reach out to me directly.
Thank you,
*******************
Compliance Manager, Nu Skin Enterprises, Inc.
Customer response
12/24/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Idly ***** was extremely professional and resolved the issue immediately.
Sincerely,
********************************************Initial Complaint
10/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
A year ago I joined new skin for a subscription to two of their products. They autoship them every month, and after about a year I had two or three months extra. Naturally, I went online to try to create an account to cancel my membership. After dozens of unsuccessful attempts to create my account using my actual subscription number, I tried both chatting and calling customer service. I waited for hours on the line with customer service, and chatted numerous times. No one ever picked up the phone and the people on the chat could not help me. I also emailed their support team trying to cancel and that went nowhere. They are charging me around $250 a month and I cannot cancel. This is unethical.Business response
10/08/2021
Dear BBB,
We have reached out to ****************** regarding the matter and have agreed to provide a refund for the products in question. We have also cancelled the recurring order so that no further shipments will be made. Based on our conversation with ******************, we believe the matter has been resolved to his satisfaction and he can reach out to me directly if any further concerns arise.
Sincerely,
*******************
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Customer Complaints Summary
30 total complaints in the last 3 years.
10 complaints closed in the last 12 months.