Complaints

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We were in Maui in February and we were approached by a salesman to come in for a free skin sample at Skinovate at ****************. We went into the establishment and we were given a demonstration of skin care product which we purchased. The pushy salesman and the info on the I-pad said we had 14 days to return the product if not satisfied. We signed for the $416.67 skin care product because he said that we had 14 days to return it. We used the I-pad to sign at the chair in front of the mirror and not at the checkout where the documents from Skinovate say that they post a sign that says no refunds or returns. He then asked ** to see the salesman for the red and blue wands and again this salesman said that we had 14 days to return it if we were not satisfied. We again took this pushy salesman at his word and signed for the wands for $4687.52 knowing we had 14 days to decide to return it. The info on the I-pad said we had 14 days to decide which is not on any of the documents that they sent you and both salesmen told my husband and I the same thing. I again signed on the I-pad in the back room not at the checkout counter where they claim to have their sign. We got home on 2/11 and received the wands in the mail on 2/15 and then decided after doing research on the company and their timeshare pushy scam artists methods and poor product reviews and overpriced products not to keep them. I tried to call them on their customer service phone number at ************ daily from 2/11 -2/16 and I tried to contact them on their website contact form but we never heard back from them. We had not used any of the products and I packaged the skin care products and wands back in the box they were shipped in and wrote on the packing slip that we were returning the products. I took them to the USPS(receipt and tracking included)and mailed them back to the address on the box and packing slip on 2/17 within 14 days of purchase. I got on the BBB website and the nice local ****** website reviews and we all have the same complaints. I also got on the ****** ****** of ******** Protection website and there are numerous complaints filed(documents included) but no one is shutting this down. I emailed the ****** OCP and asked them if there is anything they can do to help. It would be helpful if **** had a policy for us the consumer for a grace ****** after purchases to return for full refund or if you refused transactions to this company. Please stand behind us the consumer so we can help other patrons to keep from being taken. This company is deceitful and should be shut down!

  Customer response

  04/18/2023

  We were in Maui in February and we were approached by a salesman to come in for a free skin sample at Skinovate at 752 Front Street.  We went into the establishment and we were given a demonstration of skin care product which we purchased. The pushy salesman and the info on the I-pad said we had 14 days to return the product if not satisfied. We signed for the $416.67 skin care product  
  because he said that we had 14 days to return it. We used the I-pad to sign at the chair in front of the mirror and not at the checkout where the documents from Skinovate say that they post a sign that says no refunds or returns.  He then asked ** to see the salesman for the red and blue wands and again this salesman said that we had 14 days to return it if we were not satisfied. We again took this pushy salesman at his word and signed for the wands for $4687.52 knowing we had 14 days to decide to return it.  The info on the I-pad said we had 14 days to decide which is not on any of the documents that they sent you and both salesmen told my husband and I the same thing. I again signed on the I-pad in the back room not at the checkout counter where they claim to have their sign.
  We got home on 2/11 and received the wands in the mail on 2/15 and then decided after doing research on the company and their timeshare pushy scam artists methods and poor product reviews and overpriced products not to keep them. I tried to call them on their customer service phone number at ************ daily from 2/11 -2/16 and I tried to contact them on their website contact form but we never heard back from them.  We had not used any of the products and I packaged the skin care products and wands back in the box they were shipped in and wrote on the packing slip that we were returning the products.  I took them to the USPS(receipt and tracking included)and mailed them back to the address on the box and packing slip on 2/17 within 14 days of purchase. 
  I got on the BBB website and the nice local ****** website reviews and we all have the same complaints.  I also got on the ****** ****** of ******** Protection website and there are numerous complaints filed(documents included) but no one is shutting this down. I emailed the ****** OCP and asked them if there is anything they can do to help. It would be helpful if **** had a policy for ** the consumer for a grace ****** after purchases to return for full refund  or if you refused transactions to this company. Please stand behind ** the consumer so we can help other patrons to keep from being taken. This company is deceitful and should be shut down!
  

• Initial Complaint

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was sold a product and promised I would come in for a complimentary treatment both of which were a ***. The eye cream does not provide anything close to the before and after shots they show and when I called and tried to get in for an appointment, I couldnt get in even though I told them I was only in town for a few more days and promised Id be able to get in. This seems like just a high pressure sales Scam. Im sorry I got sucked in.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  This is a perfect Sr. ******* scam. Salespeople stand in the doorway of the ********************************************************** offering free samples of skincare products. Once they have got the sample in your hand, they immediately want you to come into their store for a trial offer. Once they have convinced you that it works, at least temporarily, they give you the price, but then offer the product at a reduced price and even offer it for 1/2 price for your spouse. Then, they want you to meet with a specialized agent, who they inform you is very busy with big celebrities, but they see if they can get you a short session with him. Then, he does his sales-pitch, applying to 1/2 of your (or your wife's) face, then once you have seen the results, they tell you how their "Red"device will be covered so much so that for any time you break it, they will replace it for free for your entire life. All updated or devices will be replaced for free, for your entire life. Then, after they tell you the full price, they then offer a "complimentary" package for the spouse. Then comes the applying of the other half of the product on the face. Soon after comes the receipt and the credit card receipt. I only had one credit card that had a large enough credit limit so used it. They know that the credit card company will immediately decline and send me a message, so they inform you of this. Then they get you to respond right away to say that the charge is legitimate.We did not want to take the product with us because we were travelling, so requested that it be shipped to us when we are home. I will run out of space to complete the complaint, here, but have attached a pdf file that I am updating regularly showing all communication, email, texts, letters, and articles related to this issue. This included an email from Skinnovate today as well as actions that I have taken today.

  Business response

  03/14/2023

  Dear Customer,

  I reviewed your complaint and I must say that I do not understand it.  You called our practice a "perfect scam" but from what you wrote, you were not forced to take a sample, you were not forced to get into the store, you were not forced to participate in the sale, you were not forced to say yes to the price, you were not forced to participate in the *** Demo and then again you were not forced to say yes for whatever else you decided to buy again.   Your own description clearly show that you decided to purchase some items which you regret and that is unfortunate, but putting the blame on us and call us a "perfect scam" is false and invalid.    All items purchased were demonstrated to you before you purchased and you wrote that you saw results.    All terms and conditions were also presented to you and you signed and acknowledged it multiple times and on multiple forms.     

  We conduct business for many years and serve thousands of customers on monthly basis.   Yes, there are some complaints out there of unhappy customers, but the number of complaints vs. the number of customers we actually serve is not substantial and I think it should consider within normality.  That been said, and while I know for a fat that no matter what we do, there will always be unhappy customers and complaints out there, we do aim to help and assist in resolve any issue that is brought to us by our customers, within the terms agreed upon at the time of purchase and the company rules and regulations which are disclosed to our customers before they complete their purchase. 

  We would love to further assist you if you reach our customer service department at either the phone number or email address provided on the receipt given to you at the time of purchase.

  Sincerely

  Skinnovate

  Customer response

  03/14/2023

   
  Complaint: 19591086
  
  I am rejecting this response because it is obvious that this is a ************ for senior citizens, who are concerned about aging and are often not prepared to deal with high-pressure sales tactics. Yes, we were naive and felt pressure to purchase. Skinnovate or Skinovate state that they are being "fair and reasonable". They want to charge us an extravagant amount of money for a product that we do not have, have never had, and made clear to them within hours of our first visit to their store that we will not accept delivery of any product shipped to us from them. 

  Does anyone really believe it is "fair and reasonable" to charge >$16,000 for something that we do not want and will refuse shipment for? 

  I reject Skinnovate or Skinovate's response and still believe they are a ************, particularly for senior citizens and I believe that they are being unfair and unreasonable.

  We will refuse any shipments that arrive at our home. We will continue to pursue a full credit back to our credit card.

  Thank you, BBB for helping to resolve this complaint.

  I have attached an updated pdf file with a chronological history of this transaction. Last evening we sent the business the following response:
  

  Dear Udi,
  
  
  
  
  
  
  Sincerely,
  
  ***********************************************************
  **** Mobile: ************
  ***** Mobile: ************
  

  Sincerely and thank you, again, BBB.
  
  *********************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/6/22. We visited ************ on our Maui trip. We were coerced into eye treatments. The sales women told us the results were remarkable, talked to someone on phone, and we were escorted to another shop with no name noted. We were given facials and then were sold extremely expensive products. We were told that all we had to do was send before and after photos to a phone number provided that would go to both him and his assistant. If he used our picture in a cruise show, he would load $500 on a VIP card for future product purchases. We were never given the cards, and when I texted to ask about this, no response was received. The number was linked to only one person, not two. We are elderly, but generally savvy. These people are good at what they do. Very fast talking, moving, high pressuring, etc. I believe we were videotaped without our knowledge (we noted a camera during this). We were given skincare advice, but unknown if they are licensed. We regretted the whole interaction. We were sent with a LED red light wand with price of $8700, and other products were to be shipped. We were rushed through signing forms on tablets called shipping forms. Once the shock of what happened wore off, we became very upset. I called a number on the receipt to tell them we felt that we had been scammed and taken advantage of. Only then did I hear from the man who gave me his number. I told him I no longer trusted him and requested address of where we could return LED. This experience ruined our vacation. It is shameful this business is supported by *******. Very high pressure and flattering tactics, etc. I do remember seeing the light printing of the word phising by the name on the phone text he sent. By that point we didn't know how to get out of the whole mess and no time to investigate company. Please stay away from these businesses!

  Business response

  03/02/2023

  Dear Customer, 

  I apologize for the late response and even more that I am sorry that your experience with us did not meet your expectation.  Please not that we do our best to provide the best service possible to our customers and while we serve thousands of customer on monthly basis, and while the vast majority is satisfied, your experience does not represent us or what we do.

  I would like to hear more and would love to know what happened after you reached our customer support team at the number provided on the receipt? 

  did you ever disputed this with your credit card company?

  sincerely

  ****** Beauty Group

  Customer response

  03/02/2023

   
  Complaint: 18386822
  
  I am rejecting this response because: This is generic response information that I keep getting from this company. I have been communicating via email with the company and all there responses are similar. They say they care, but then report that there is nothing they can do and that they only provide product support. This is despite sending me a claim form for a refund. Their claims regarding many satisfied customers are not what I found when investigating the company. When investigated, it appears that the majority of people are not satisfied with this business, and hopefully others research before doing business with them.  They have $10,000 worth of my money, and will not send the product that was promised to be shipped, or provide a refund. They just keep saying they provide excellent service which is not true. 
  
  Sincerely,
  
  *************************

  Business response

  03/07/2023

  Hey,  We are more than ready to ship the items to you at our own expense if you wish us to do so.    Please reply to this message with instructions (mailing address and phone number) and we will do this asap.  

• Initial Complaint

  10/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  10/02/2022 I was pitched/pushed/sold a false product - ****** eye treatment - with the end goal of trying to get me to purchase what they claimed is an $8,700.00 skin treatment. The salesman showed me a fake web page under the pretense that it was Bloomingdales stating this retailer sold the eye treatment for $1,500. I later researched Bloomingdales and NOTHING remotely like this sold on their website. Also the "Doctor" the salesman claimed developed the product did NOT develop the product - he just endorses it - again a falsehood. The salesman pressured the sale by saying my husband and I could get a "free" ****** TREATMENT if I bought the eye treatment. Net-net - we went back for the treatment - yes, I bought the eye treatment - although we were clear we were not buying anything further, and he assured us that this was not a SALES session - indeed it was. The woman had the nerve to ask if I would even entertain buying the "red light wand" for $8,700.00!! SERIOUSLY? Who walks into an unknown "salon" and spends that at a drop of a hat. She quickly dismissed us when she realized I wasn't going to buy anything - she literally walked out of the room. I was thoroughly angry at being lied to, misled and walking out with MAYBE ***** of "eye treatment." They lie, steal and manipulate. They basically stole $416.00 from me. I researched many reviews/comments on this vendor - and too many people have been swindled. I want my money back. We wasted valuable vacation time. Why they have not been shut down is mind boggling - they clearly are stealing peoples money.

  Business response

  03/02/2023

  Dear Customer,

  I apologize for the late response is that your experience at our shop did not meet your expectations. 

  Please not that we serve thousands of customers on monthly basis and your complaint, while is takes seriously, does not represent our business nor it attest to our practice.   we can only say that the vast majority of our customers are happy with their purchase.   

  we also decline your remarks that we lie and steal and if these remarks will not be removed we may escalate this to legal.    Furthermore, in your complaint you seemed to be in control and had an absolute freedom to decide what to by and what not.   Is it really so bad for a sales associate to be motivated and try to sell as best as he or she could?   when you made this purchase you knew the price and you knew what you are buying and agreed to all terms.   You even signed and acknowledged all this multiple times and on multiple forms so I truly think that your allegations are false and invalid.  

   

  Sincerely

  ****** Beauty Group

  Customer response

  03/02/2023

   
  Complaint: 18174293
  
  I am rejecting this response because: Please view the attached file which contains snapshots of the conversation we had with your instore rep.  NOTE - the last 2 screenshots contain pictures of the EXACT same complaint my husband I have, but from other people filing with the BBB.  It is stunning that you can say your rep/business is honest, and not taking other people's money with false claims.  I wish I had taken a picture of the false webpage your rep showed me and my husband stating that "Bloomingdales sells this same product for 1,500.00"  Other people have stated the same falsehood in their complaint - it's in several places all over the internet.  Bloomingdales does NOT sell this product,never has.  *** clearly was only interested in selling me the "wand"and when she realized I wasn't going to, she walked away in a rude manner.  Yes - my husband was skeptical - and rightly so after we realized that we had been sold a series of "untruths" I also have legal representation and am happy to consult with my lawyer as well. I'm sure I could show him the same text exchange, and the other BBB complaints, and it would support my claim that this product was misrepresented and price inflated. 
  
  Sincerely,
  
  *************************

  Business response

  03/07/2023

  I am sorry but my previous response stands.  We will be more than happy to try to help you if you would reach our support team at the number or email previously provided.

*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. ↩