Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased the 5minuteskin IPL. It is beyond the 90 warranty, but within the past 12 months. I have sent 3 emails and left 2 voicemails within the past month, but have not received any response.The flash head has stopped operating. Out of the ******* flashes listed on the unit, it has stopped working, and I still have ******* flashes left on the flash head. However, each time I press the flash button, it continues the countdown without operating correctly. If the company had responded to any of my communications, this could have been easily resolved. But they are ignoring my messages, so now I just want my money back. If you have any questions, please dont hesitate.Thank you,****** *******

  Business response

  02/10/2025

  Dear customer, 

   

  We are sorry to hear about your unpleasant experience, however we have checked the emails and we responded to each single email you sent. Please see atatched for your reference. 

  You may want to check spam folder to see if our messages ended up there. 

  In case of the defective device, we are happy to send you a new one or issue a full refund. 

  Sincerely, 

   

  5minskin Team

  Customer response

  02/11/2025

   
  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

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned an item I purchased and have not received a refund for the return. The item was successfully returned on January 21st, 2025, which was confirmed through **** tracking and the company emailed me saying they would process the refund asap. I still have not received the refund to my card. I emailed them again to follow up on 1/28/25, as I can never get through on their customer service number by phone, and they emailed me back on 1/30 stating " We have forwarded your email to our finance team and will get back to you as soon as we have an update.". This leads me to believe that my refund was NEVER processed in the first place. I would like assistance in getting my refund ****.

  Business response

  02/10/2025

  Dear ***********, 

   

  Thank you for your patience! We wanted to inform you that your refund for the returned order has been processed. It should appear in your account shortly.
  If you have any questions or need further assistance, please feel free to reach out.

   

  Sincerely, 

   

  5minskin Team

  Customer response

  02/21/2025

   
  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

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the 5min laser hair removal 2-3 months ago. Used it as directed, no results except a rash everytime I used it. I have contacted the company for a refund as guaranteed upon the sale. I got a email stating to send the product back with my order confirmation number. I sent them a email back 6 times in the last 10 days telling them I no longer have the order confirmation number. Once I received the product I deleted that email. Now I cant get anyone to help me with a return and a $189.00 refund! POOR customer service!!!

  Business response

  02/10/2025

  Dear customer,

   

  Thank you for your patience! We wanted to inform you that your refund for the returned order has been processed. It should appear in your account shortly.
  If you have any questions or need further assistance, please feel free to reach out.

   

  Sincerely, 

   

  5minskin Team

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a dermaplaning tool with a free identifier spray and 6 replacement blades on December 7, 2024.The website said shipping in 2 to 4 days. In January after several emails asking where my order was, I finally received a package. But there was only the dermaplaning tool and thats not even complete, no charging cord (which I only just realized as I didnt try to use it when I saw the order was incomplete). But I also didn't receive the free spray or the 6 replacement blades I paid for .I've tried to email and call. The contact number says the mailbox is full.and after I emailed them stating that magically the number now has a system but nobody ever answers no matter what time of day. I call and no call back. The company finally replied after multiple emails saying they would issue a $10 refund for the missing spray and ship the 6 blades. Neither have happened and they have stopped responding. I also see many other people experiencing the same thing. Saying they will refund or reship but never do. I want a full refund of my order. I have zero interest in waiting for another incomplete order.

  Business response

  01/26/2025

  Dear customer, 

   

  As you requested, we shipped a hair spray and a set of blades to you as a separate order. It's being shipped with **** tracking number 9434611206206426267041.

   

  As for the charging cable, please make sure you check the package again because the cable and blades are underneath the derma planing tool. 

   

  Sincerely, 

   

  5minskin Team

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased their IPL Hair Removal Device for $189 with a $20 coupon on 11/8/2025. Order #S163979. Upon receipt of item, per the pamplet inside of the box, it was not safe to use on darker skin tones. Due to this, I placed a refund request (RMA5355427) and was approved to return the item. Printed the tracking label they provided and returned item in original packaging. Once Item was received by business (confirmed via tracking label they provided) on 12/4/2024, they would refund as advised. 12/17/2024 - I sent an email to the company inquiring about the *** of my refund. 12/18/2024 - I received an email from 5minskin advising, "We sent a request to process your refund to the relevant team. You should expect your funds to appear in your account soon. If you have any questions or concerns, reply to this email, I'll be here to help you inany way I can. You can alsways contact us at ***************."12/19/2024 - I responded. "what is the estimate time frame of the refnd? When should I receive it?"12/27/2024 - I responded again. "I have not received my refund yet. Please advised when this should be processed."1/18/2024 - I responded again. "Please send my refund. I still have not received it."I also attempted to call the number ********** with no success on 1/18/24, 1/19/24 & today 1/21/24. No answer each time.

  Business response

  01/26/2025

  Dear customer, 

   

  Please accept our apology for the delay. We processed your refund minus restocking fee. Please allow 2-3 days for the refunded amount to reflect in your account. 

   

  Sincerely, 

  5minskin Team

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased an IPL device from 5 Minsk in on 9/24/24 with a 90 day return and an added extended warranty. I immediately had problems getting it to work and they responded with better instructions. The device is too hot to use after only a few minutes. It takes much longer than the advertised time to use on larger areas, besides not keeping the hair gone after 3 months of use. Ive emailed them several times and got a response of undeliverable . I responded to one of their texts, telling them the problems and they said they would respond by email, which I never got. Ive made numerous phone calls, only to get a voicemail, which sometimes has a full box for a couple of days. I left a message each time and have received no response. I did get an email from them with a link to return procedures, but when I input the info, their site said my device and extended warranty was expired . I want a full refund of $189 for the device and $18 for the warranty.

  Business response

  01/26/2025

  Hello ****,

  We are very sorry for the experience you've had. We're working hard to improve customer satisfaction.

  We've refunded your order - S155504, please allow 3-5 business days for the refund to be processed. Fund reimbursement will be allocated back to the original form of payment used for the purchase.
  Thank you.

  5minskin Team

  Customer response

  01/27/2025

  I am satisfied with the settlement of a full refund.  Thank you, as their initial response was to refund nothing.

  Customer response

  02/06/2025

   
  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

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a product from the business on September 3 for my wife for Christmas. Upon opening the gift and testing it on December 28, we found it to be defective and contacted the vendor for resolution by email. We also attempted to call but got no response. After receiving no response, I attempted to email again December 30 and again December 31.I also called nine times December 31, with the first eight going to voice-mail, with no response. The ninth call I spoke to an individual who stated he was the only person managing phone calls and they were busy, but that he would flag my emails which he saw in the system and they would be in touch within 48 hours.On January 2 I received an email asking for a video of the problem. I responded with the requested video January 3. I received no response by January 9 and forwarded the message again. On January 10, having received no response, I called the message said their box was full. I sent a final email stating if I did not receive a response by January 13 I would report them to the ************************** is January 15 and I still have not received a response based on the requested information initially provided January 3. Overall, they are non-responsive in replacing their defective product. While I understand their policy of not refunding after ******************************************************************** to request a refund nonetheless. With that said, I'd appreciate immediate resolution either in that manner or with a replacement item - and contact from the company to identify their next steps.Thank you.

  Business response

  01/26/2025

  Hello *****,

  Please accept our apologies for the unpleasant experience you had with our product.

  We've refunded your last order - S153812, please allow 3-5 business days for the refund to be processed. Fund reimbursement will be allocated back to the original form of payment used for the purchase.
  Thank you.

  5minskin Team

  Customer response

  01/31/2025

   
  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

  01/12/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 5minskin electric dermaplaning tool + free hair identifier spray, as well as, (2) 6-pack blade replacements online on 12/29/2024. The items were set up to use 2-4 express sending service. I spent $159.00 and never received any product or response from 5minskin. I tried to call the phone number listed on 5minskin ***************), but the call was not answered and the voicemail was full. I also sent an e-mail to *********************************** and did not receive a response. As of 01/12/2025, the items I ordered and paid for, still show as order placed.

  Business response

  01/26/2025

  Dear customer, 

   

  We have attached communication with our support team where you agreed to wait for the products since they were out of stock. 

   

  Your order was shipped and it's currently in transit to you. Estimated delivery is February 01, 2025. We've attached your order copy as well as shipping details for your reference. 

  Sincerely, 

   

  5minskin Team

  Customer response

  01/27/2025

   
  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

  01/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a 5MinSkin MicroSculpt + Hyaluronic Acid Serum (30 Day Supply) 1 on 29 Nov 2024. I received the order confirmation the same day indicating Shipping method FAST & FREE 2-4 Day Express Delivery. I received another email on 7 Dec 2024 stating A shipment from order #S16890 is out for delivery. When I finally received the order on 8 Dec, it was only the Microsculpt. No Hyaluronic Acid Serum. I emailed them that I did not receive the Serum. They apologized saying they were out of stock. Wrote them Still nothing. Please respond on 18 Dec, & again on 21 Dec that I still have not received the Hyaluronic Acid Serum but you have charged my credit card. Besides the emails, I have also left several voicemail messages; the last one asking for a REFUND and a paid envelope/ packaging for me to return the MicroSculpt. Since there is no Serum, I cant use it but the writing 5Minskin on it is mostly rubbedoff indicating poor quality product. To date I have not received anything. I tried calling *************** again this morning but the voicemail message box was full.

  Business response

  01/26/2025

  Dear customer, 

   

  We're very sorry for the delay. 

   

  We processed a refund for the missing serum and you should receive it within the next 2-3 days. 

   

  Sincerely, 

   

  5minskin Team

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this product a received half my order. I emailed with my complaint and they sad they were going to refund me partially. I havent received anything and they no longer will respond to me!

  Business response

  01/26/2025

  Dear customer, 

   

  We apologise for the unpleasant experience you've had, however as we explained it to you via email. You disputed that charge and as long as the dispute is open, we will not be able to process any refund. 

  5minskin Team

*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. ↩