Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/20/24, I mistakenly submitted the same order twice, each for $177.80. After realizing the mistake after 5 minutes of the second transaction, I submitted a help request to cancel the second order, Order Number *********. The next day, I received a reply saying the second order could not be cancelled as "the order has already entered the dispatch process." I was told to register the return and create a returns label to return the duplicate products when received. I followed these directions and, once I received the products on 9/6/24, created the return label. I brought my ready-to-ship package to the post office as instructed. The company contacted me on 9/7/24 saying the return was on its way. On 9/13/24, the e-mail "Oh no- there's been a delay!" told me the courier has the package and it is now on it's way to the warehouse, but is taking longer than expected. On 10/1/24, I was told the refund is on its way.... "your return is being processed and your refund is on its way to you. Please allow up to 5 working days," etc. Yesterday, 10 business days after that e-mail, I inquired as to the status of my refund. I had yet to receive it and was looking for an update. I contacted them through their ************** as no phone number is available. When they replied today, they asked me for a proof of postage receipt. I do not have this. This package was dropped off with a prepaid label they provided. Their correspondence shows me they saw the return shipped, en route, and received. However, after replying with that, they said I would need to send on a proof of postage so that they can look into the matter further. I subsequently sent back the tracking number (USPS9202390989990254340013762), the screenshot showing the package delivered to the agent, their return label, and their e-mail providing me with directions, which does NOT say anything about a proof of postage receipt. They have not responded.

  Business response

  10/25/2024

  This is currently being investigated by the relevant team 

  Customer response

  10/25/2024

   
  Complaint: 22431423
  
  I am rejecting this response because:
  
  I have heard this from the company multiple times. It has yet to be resolved and the money refunded. When the refund appears, I will be satisfied. 
  
  Sincerely,
  
  **** *********

  Business response

  11/05/2024

  This refund was processed for the customer on 3rd November.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased products from Biossance and spent $367.82 on April 29, 2024. I had an allergic reaction to the products and just wanted to return them. I reached out to costumer service and provided them all the information required along with pictures of the reaction. They would not submit a return until it went through some investigation. Eventually after telling them I would report it to you guys, then finally gave me a return label. I shipped all of the items back on May 13, 2024 and they were delivered to their facility on May 16, 2024. I have contacted them many times and provided them with the tracking number and proof of return and they have not reimbursed me. I have reached out multiple times to them and asked for phone numbers without any answers with a phone number and continue to tell me they are putting it through all different areas to work on. My original order number was ********* ******* tracking number was **************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, On June 6 I placed an order for products from the website biossance.com. I am from ******, and has used their Canadian website and ordered what I expected to be 114CAD in products which included 99 in actual product and 15 dollars for expedited 2 days shipping.I did not receive the product until June 17, but that was the least of the concern. On June 11 I received a payment of ****** in my account from their company. This was a concern to me, and I emailed to their reply, that my order was charged the isd price for their products. I have been in messages ever since then with one complaint. That I be charged the amount in CAD not in USD. I have a screenshot the day I opened a case with them on the 13th that the price on their CAD site says 99CAD for the same item I ordered. It has since been taken down and prices have gone up quite a bit. However their argument has been launched at me with two reasons I don't agree is correct 1 it was supposed to be USD. If I was charged USD I would not complain, I am a consumer who understands conversion charges. However if I paid for my order through their Canadian site, I expect to be charged the Canadian amount. I have argued with them about this for **************************************** into waiting for their payments team to reply. 2 I got taxed at the border: if this was true, I would receive a notification from the ******************* who would have picked it up and had me go to their office to pay for the charges before receiving the product. And on principle this isn't right. I have all the conversation and the screenshot of their site stating 99CAD for the product I ordered.Lastly, upon reading through the terms, it does state of a price change is not acceptable to me, I can cancel the order. I have also given this option to them, but no resolution has been given it has been 11 days now. I want help to resolve this either to refund the amount overcharged or return the product.

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi- I placed an order with this company using an account that I made the same day and used an Amex gift card that didnt go through. They emailed me and said the Amex didnt go through so I updated to my personal Amex. This was a gift purchase for a friend. The next day I went to go search for tracking and the order had disappeared from my account but the charge was still on my card. I immediately reached out to the company through their help portal and they told me the order existed but that it was under a different name and if I couldnt produce that name they couldnt give me any information on the order. I gave them the recipient name and more than once I gave them screen shots of the order confirmation that came to my email. After hours of back and forth and at the end of the day they said, oh oops you have two accounts with this email address but its too late you cant cancel this order and we wont refund it. How is it possible that I have two accounts with the same email address but one of them doesnt have anything to associate me to it when it was the SAME email address and it was being sent to the recipient I shared with them and it was my credit card. They purposely gave me the run around until it was too late to cancel and they wasted so much of my time. I cannot return this because it was a gift for someone else. Now they are back to telling me they cant speak about the order because I dont have the security information. It is my credit card, my email address and I gave them the recipient information. They clearly wanted to run me around until it was too late and they couldnt do a cancel.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 5/24/24, I purchased items from Biossance-order No.. *********. The items shipped on 5/28/24 with an expected delivery date of 6/1-6/5. The items were delivered on Saturday 6/1 when I wasnt home and the items were subsequently stolen in the overnight hours as evidenced by security footage. When I returned on 6/3, I reported the missing package to Biossance via their chat, since they do not have a phone number, email address, or store. Since that time Ive been getting the runaround from their online chat. Ive completed their form no less than 7 times, and each time someone different says that something is wrong or missing from the form. The person responding through the chat finds every excuse or reason not to advance my claim further. *** reached out to them via Instagram to try and get a live person and someone responded explaining that the company was purchased at the end of 2023 and the customer service team oversees multiple brands. This person ultimately suggested I just dispute the charge because even they were unable to get to a resolution within their own company. My chief complaint here is the lack of accountability from Biossance and the inability to contact anyone about a product or complaint. There is no working phone number for the company, no email address listed for the company, and no accessible address to reach customer service. The only way to contact them is through their online chat, which has now been removed, or their glitchy website message box where it takes a full day to get a response from anyone. Even then it appears that the communication is coming from some sort of robot given how nonsensical replies are. A company doing business in this state should have some direct way of reaching them, especially a company dealing in goods. Recent online complaints about this company reveal that this is an emerging issue that *** require state intervention.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased skincare from Biossance on 3/22/24, order #*********. I returned the entire order because I had a skin reaction to the product and I received confirmation they received the return on 4/21/24. I purchased and returned 1 serum and 2 sets but was only refunded for the serum. I contacted customer service and told them what happened. I also let them know there is no verbiage anywhere in the purchasing process indicating a final sale on the sets. They asked if I had the return reciept and I told them I threw it away once I received confirmation of the return. Then they told me they never received the sets. That is false. I want a full refund for my order.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The products that I have purchased from Biossance are causing an adverse reaction on my face.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased $142.72 of skincare products from Biossance on December 26, 2023, and received an email confirmation and order #*******. I sent an email to their customer care team on January 27, 2024 asking for a status update of my order. I was told an item I purchased but temporarily out of stock but would be in stock the following week. I emailed their customer care team again on February 8, 2024 when I still had not gotten my order fulfilled and it was left unanswered. I emailed a third time on February 22, ******************************************* refunded and again was left unanswered.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I got a notification from this business that a product I was interested in was back in stock. I ordered it right away as my partner really needed some more hand cream. I got confirmation of my order via email (Order #*******) with an expected fulfillment of 3-5 business days from December 27th, 2023. It is now February 22nd and I still do not have the product nor has it shipped. I sent them an email to their customer care team at *************************************** with my questions over when the item would be shipped, they sent back an automatic email stating Our website has undergone a transformation, now featuring an enhanced login portal & this email address is no longer being monitored. why have that as an email address if its not being monitored anymore? I had to create an account on their website (very frustrating) to send them messages about my product. At first they were replying back apologizing for the delay and that they were working out the new website and will inform me asap when the product is sent I then sent a couple follow up messages and they stopped replying. Something I was supposed to get 3-5 business days after ordering is now taking 2+ months and its still under order placed this was a important product for my partner and now neither one of us want to support this company or give them anymore of our hard earned money. They stopped replied to me, so I feel like they took my money but didnt provide me with a product in return and I feel like that fraud and theft. They will not return my messages any longer over the issue either, they have ghosted me. I have no other choice but to reach out to BBB for a resolution.

  Business response

  03/11/2024

  I have responded to the customer via their account and provided a resolution

  Customer response

  03/11/2024

   
  Complaint: 21332620
  
  I am rejecting this response because:
  
  Biossance did not reach out to me with a resolution UNTIL I filed a complaint with the BBB. If I hadnt, I would have never heard from them again. Their solution is to give me a credit but I will never use them again, credit or not. I want a full refund and I will provide my card for it as well. I am considering getting a lawyer involved, they had no issue taking my money in December but its taken months for a resolution on their part. They are shady, unethical, and want to put blame on a system update or whatever they call it but I will not allow it. I am highly aggravated at them as a company and I will not accept their credit. Thats actually a slap in the face with what I have been going through with them. 

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

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased product and needed to make return. I was well within my right, I met return requirements. I tried to access websites to make return and website was not working. I’ve emailed many times. I am disabled and this is extremely difficult and frustrating. It may seem frivolous to you but this matters to me. AND this is false business advertising since I qualify for return. I still can’t access my order. I

  Business response

  02/22/2024

  Hi Vickie,

  We thank you for your patience, and are happy to see that ****** from our team was able to step in and assist with an acceptable resolution! We thank you for your honest feedback and look forward to assisting you in the future.

  Biossance Customer Care

*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. ↩