Complaints

• Initial Complaint

  08/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company charged my credit card every 3 months starting June 2021 for $101.90 twelve times totaling $1222.80 In the time between then and now I relocated to a new address WITH mail forwarding. I never received the product and was under the impression that my subscription was cancelled. It wasnt until a recent audit of my credit card for tax purposes that I noticed the repeat charges. The company says they sent the product to the address on file and cannot issue a refund, credit, or ship the product to my new address. They have been extremely rude and seem to not care that they have charged me for a product I never received. I actually went and knocked on the door of my old address and they were gracious enough to answer my questions. They did receive one box but did a return to sender and no additional boxes arrived. I find it completely unacceptable that this company is saying that they have no responsibility to the consumer when the product isnt actually received. I was agreeable and flexible in my request for a resolution but refuse to accept that I basically gifted this company over $1200

  Business response

  08/29/2022

  Customer initially ordered on February 20th, 2019. They requested a subscription order and set the frequency for every 60 days. The frequency of the orders has never been adjusted, and until subscription was recently canceled by us, remained every 60 days.
  
  
  
  Customer updated the shipping address once back in April of 2021, and then one more time updated the shipping address in October of 2020. The address has not been updated since then. 
  
  
  
  We have had no incoming communication via email or phone from customer in several years, until they recently contacted us by phone on Wednesday, Aug. 17th. However, for each order we did email a reminder email 5 days prior to a new order processing, we emailed a confirmation of each order, and we also sent tracking details each time.
  
  
  
  We were contacted by customer on Aug. 17th, informing us that she hadnt been receiving her orders. We tracked all recent orders that still had tracking details and all had been confirmed delivered to the address she provided. She informed us she no longer lived at that address. When asked why she hadnt updated her shipping address with us, she stated that she forwarded her mail. Mail forwarding expires. We also informed her that forwarding your mail with the US ************** does not change an address you have on file with a company. Forwarding your mail simply gives you time to update your address in all areas of life. We explained that wed been sending the same email reminders, order confirmations, and tracking details. They stated they no longer uses the email address they gave us. 
  
  
  
  To sum it up, customer updated shipping address back in October of 2020, never updating it again, and never updating her email on file either, to the email they now use.
  
  
  
  We sent the product they ordered to the address we were provided, with confirmation of delivery. We have never received any of the shipments back, or the subscription would have automatically been canceled, as that is the policy of our company when receiving shipments back that have been refused due to invalid/incorrect addresses, or undeliverable for whatever the reason may be.
  
  
  
  The subscription was canceled by us on August 17th. We also told customer we were more than happy to refund anything we receive back, even though we have a 30 day return policy. We have not received anything back from customer or from the old address.

  Customer response

  09/01/2022

   
  Complaint: 17785796
  
  I am rejecting this response because:

  I gave the company money for a product and the product was never delivered to me 

  You charged me every 60 days but failed to deliver the product. 
  
  i wouldnt be in here if I had the product. 
  

  Give me a refund OR send me the product OR give me a credit. 

  I refuse to believe that there is no responsibility to the company when the product is never received by the consumer. 

  Also, I did not cancel the subscription- your extremely rude customer service representative took it upon themselves to make that decision for me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed a one time order for product on May 15, 2022. They had overcharged me and I had called a few times but no one picked up. They sent me subsequent product this past weekend and charged me $70. When I emailed as to why (I had never placed another other) I was told that it was on autoship every 60 days and I selected it. I told them I never would have done that as I do not autoship anything. They processed to go back and forth 17 times via email (they refused to call me or pick up the phone) berating me, belittling me, and calling me horrific names. REALLY?? This is customer service?????? They stated they cancelled the membership that they put through without my knowledge though they refused to send me confirmation, just like they refused to send me confirmation that they were ever charging my card. I messaged them through ******** and they told me that it was cancelled, they had nothing to discuss, and blocked me from replying because I was calling them out on their lies and terrible business practices that they got caught in. I am furious with ******, the customer care rep who was emailing me. She so rude.

  Business response

  08/11/2022

  ******* did order an Expanded Acne Treatment Kit with subscription membership on May 15th 2022.  She selected that option for a discount over the non-member one-time order that would have been $10 more. Both options are available.   She confirmed this on checkout as well.  We welcome her to send back any kits unopened in re-sellable condition for a refund.  Until a kit is returned we can not offer a refund if she keeps the merchandise.  Also she is emailed a reminder, as are all subscribers, before her subscription order is processed.  Customers even have the option to delay or cancel orders online.  A
  
  Again, if the customer will return the merchandise we are happy to issue a refund if it is unopened and in good condition as per our refund policy.  

  https://www.exposedskincare.com/pages/returns

   

  Exposed Skin Care

   

  Customer response

  08/11/2022

   
  Complaint: 17584151
  
  I am rejecting this response because:

  I was never emailed a reminder nor was a I emailed a confirmation of ANY order placed.  I confirmed this with them (before they blocked me from calling) and they did not have my correct email.  I asked for an email that was sent out as a reminder and they neglected to email me.  I also let them know I would never subscribe to an item I was not aware of and when I originally checked out for the initial purchase it was a one time purchase.  Looking at other peoples complaints this is the same issue.  They go in AFTER an order is placed and manually adjust it to a subscription.  They are known for being a fraudulent company.

  I sent back the second order (which I never made) and am waiting my refund.  Also, I was overcharged on the one order I did make and am waiting for them to correct it.  Poor business practices and LYING to the customer is a terrible thing to do.  ************ better make it right- give me my money back as I sent back your c*** product.

  
  Sincerely,
  
  *****************************

  Customer response

  08/20/2022

  They never went me an email confirmation.  That is the whole issue!!  When I place the order which said one time purchase on their website they never sent a confirmation,

  Look at all their reviews.  They pull this c*** with all their customers.  They need to be SHUT DOWN

  Tell us why here...

*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. ↩