Complaints

• Initial Complaint

  05/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Company had return directions in customer support section telling you that you have 7 days to return item. However, you must have a return authorization from them. Almost 2 weeks and I only received that they have received the inquiry to my order #us201942. No response but from automatic reply

  Business response

  06/01/2023

  To whom it may concern:

  Sending response in reference to complaint #********.

  One of the CSR's already called and sent email to the customer and provided Return Authorization (RA008220) she is asking for her Bronze Babe purchase. Once returned and received by the warehouse we will process the refund.

   

  Best Regards,
  ***************************
  CS Administrator

  Customer response

  06/01/2023

   
  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

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been super i happy with the product and customer service I have received. To start the tanning spray gun I ordered arrived discolored and damaged. I reached out to customer service and after 3 weeks they asked for picture proof which I sent, then nothing, weeks and weeks have gone by and they wont respond, *** tried calling and emailing several times. Someone vaguely emailed me back but was super rude and now silence again. I will never order or recommend anyone to order from this business again. Very Scammy. I want my refund.

  Business response

  06/08/2023

  To whom it may concern,

  Sending response in reference to complaint ID: ********

  Return Lable has been forwarded to the customer, we also reached out to ******** via phone to ensure she gets the label but was not able to talk to her. The team will continue to try to reach her calling at least 2 times a day.

   

  Best Regards,
  ***************************
  CS Administrator

  Customer response

  06/08/2023

   
  Complaint: 20109384
  
  I am rejecting this response because:
  
  I did receive 1 phone call from ****** with this company, she stated she would be sending me a return label 3:30pm my time, which I have yet to receive. They havent accepted any responsibility per their defective product or their terrible customer service. I have disputed the charged with my bank at this point as well. Id advise anyone to stay away from this scammy company and I hope to receive my refund.
  Sincerely,
  
  *****************************

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order #US173833 and once received the product would not squirt and the lid was damaged and also they sent a mousse instead of the spray I ordered. I have sent numerous emails and have not heard anything from anyone. This is poor customer service and I would definitely not purchase anything from them.

  Business response

  05/25/2023

  To Whom it may concern,

  Sending response in reference to complaint 20094829.

  One of our customer service representatives already reached out to her by phone. Refund has been applied as per request/desired settlement.

  Best Regards,
  ***************************
  CS Administrator

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for my order SO804830 on February 14, 2023, and was promised a six-week turnaround. After eight weeks and no shipping information, I contacted the company again. Since that point, I have been put off and told that they will have an answer for me multiple times, and yet they are ignoring my emails and phone calls. I have invested not just in the cost of their product, but labels, containers, and manpower to apply the labels. I have now been four weeks without the product to see which in my busy season is also impacting my business.

  Customer response

  05/11/2023

  The business has contacted me and they are working to resolve the order issue

  Business response

  05/12/2023

  To whom it may concern,

  Sending response in reference to complaint 20004791

  This concern has been resolved as one of our Account managers is already directly in contact with her and that her order with packing slip IF483893 is due with her Saturday.

   

  Best Regards,
  ***************************
  CS Administrator

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  #US164219 Ordered on 2/12/23 they have it advertised on the website as a "super dark brown finish professional tanning solution" I ordered the gallon solution due to a promising description and pictures as well as the self tanning mousse to experiment with as I was also considering purchasing their white label products to sell on my own. I have been spray tanning for years and the solution is coming out not nearly as dark as advertised. I feel like these pictures and descriptions are false advertising as these are not nearly the results I am receiving. I keep reaching out to customer service who continues to ignore me and talk in circles. Offering me a 30% discount on a future order as if they did not already give me that discount for simply leaving a review a week prior. I was trying to be nice at first just simply saying can I at least swap it out for a different formula because I feel like I was falsely advertised too. I keep getting ******** in customer service who is talking in circles to me, telling me I need to make sure clients are following all proper care which I know they are, I only asked my most experienced clients to try this solution for me before charging it to other clients. She also ignores me for days on end and only replies when I finally follow up. I want something finally done about this, a 30% off discount is not enough because as of right now I will never ever order from this company again and will make sure to share my experience with everyone.

  Business response

  03/15/2023

  To whom it may concern,

  I hope this email finds you well.

  Sending response in reference to complaint 19588699

  We were able to talk to the customer and he agreed for replacement order.

  Case Number: 00141192
  CX: "Hey there, I bought the coconut hydrating spray tan and it is not coming out on my clients as dark as the pictures and description said that it would. Im a little disappointed because i bought an entire gallon of it and am not getting the results I desired. I feel similarly about the self tan i purchased as well."-cx reached out, stating that MIS201308G isn't working properly
  -She has five clients who have tried the solution but claim that their skin has slightly tanned as a result. (Little to no color)
  -offered replacement; cx agreed
  =======================================================
  Called cx and able to speak with Alyx
  -She complained that the Coconut Pro Mist was not as good as advertised. I apologized and offered her a replacement; cx agreed.
  We suggested the darkest solution we had (Absolute, Ultra, and Violet ******** style="box-sizing: inherit; color: rgb(29, 28, 29); font-family: *******************, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">-created a replacement via #US168330

   

  Best Regards,
  ***************************
  CS Administrator
  

*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. ↩