Brock Beauty, Inc.

Review: I decided to give HairFinity a try. Because of my hair issues, I decided to try a bottle at a time since it states that results may not be typical. I ordered my first bottle and made sure I did not indicate I wanted to enroll in auto ship simply because I wasn't sure if the product would work. After having used it for almost 30 days and seeing the start of growth in a spot that had not seen hair growth in over a year, I then decided to order one more bottle to see what would happen. My thoughts were to order a 6 or 12 month supply if I got the same or better results with the second 30 day supply. Again, I DID NOT enroll in auto ship simply because I still wasn't sure.

I ordered the second bottle on 12/23/15, received a confirmation email and received another email on 12/27/15 but dated 12/28/15 saying the product status had been updated to "shipped." I thought it was weird but disregarded it as computer error. Unfortunately the reality of it all set in on the morning of 12/28 when I received another email stating my "telephone order" had been placed for another bottle of HairFinity.

I NEVER signed up for auto ship and my complaint has fallen on deaf ears. A lady named [redacted] admitted to the use of language (that can be misconstrued) on the site that sits right before the auto ship option is revealed. I informed her that it did not matter that this still was not a route that I had taken because I was and still am NOT interested in the auto ship option. Second, this money was for a bill for my son's phone so he could be accessed by employers. This jeopardizes a potential lucrative opportunity for him.

A manager named [redacted] ([redacted] ???) was supposed to be in touch but has yet to try and reach out to me about the situation.Desired Settlement: To simply act like they cared might have made all the difference in the world. the I'm sorry was in sincere and over used. They didn't even attempt to try and make me feel like they had tried to do anything. It was perfectly clear that the only thing this company cares about is money!!!

Consumer

Response:

Cancellation of account along with verification of cancellation.. A refund would be too late to rectify my sons situation.

Business

Response:

To whom it may concern: The following customer placed their original order online on 11/26/15. At this time the customer opted to get 15% off on all future orders. We apologize if the wording was confusing to the customer and have passed this information on to upper management. However, this portion of the website does state to get your order renewed monthly with 15% off of all future orders. This is the only way a customer can be signed up for monthly subscriptions at this time. Customer service representatives do not have access or permission to set customers up for monthly subscriptions. The customer then placed another order on 12/23/15. This order was shipped out as normal. Since the customer had previously signed up for a monthly subscription on her original order another order was processed on 12/26/15. In the event the customer would have contacted customer service that day or before the order had been shipped a refund would have been issued immediately. If the customer would like a refund the package must be returned to us within 30 days of the date of purchase. We have notated the customers account with this information. When the package is returned she will be issued a refund.We apologize that you were not contacted by upper management in a timely manner. However, our assistant manager was available at this time and did speak with the customer. The customer was advised my the assistant manager to return the unwanted product and a refund would be issued. This customers monthly subscription has been cancelled. Thanks [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Consumer

Response:

Because when someone signs up for auto ship they are not billed the same amount the following month. When I ordered on 12/23 I did not have to reenter my information into the system yet I was charged full price. I also have yet to receive a confirmation that the autoship placed on my account has been cancelled.

Business

Response:

To whom it may concern: Please be advised that the original autoship was setup by the customer on 11/26/15. Recurring orders are usually generated each month around the same date. The order placed on 12/23/15 by the customer was not an autoship order. This order was placed by the customer online. However, the order processed on 12/28/15 was generated from the original autoship order. This order was processed for $28.19. This price includes a 15% discount as agreed when the customer signs up for auto shipments of the product. We have also sent the customer an email acknowledging that her autoship account was cancelled per her request on 12/28/15. In the event the customer would like to receive a refund for any package it must be returned to us within 30 days of the date of purchase. At that time a refund will be issued for the cost of the product. Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I ordered two bottles of hairfinity products from Brock Beauty. The package never came and it has been 4 weeks. I have contacted the courier and they said it was lost in the mail. I then contacted Brock beauty directly and no one answered the phone. Since then I have been calling everyday with the same results. A woman named Amanda answers the direct line and pretends to find a supervisor then drops the call.When you call back it goes straight to some recording and still no one answers. They have stolen more than $50 from me. They are the worst and I will NEVER purchase from them again. I intend to make sure that NO ONE that I know purchases from them.Desired Settlement: I desire to get a FULL refund credited back to my debit card.

Business

Response:

To whom it may concern:

Review: I purchased a 2 month supply of the product "Hairfinity",About 10/25/2014. I received the product and immediately began a daily regimen using the product. I even went as far as to use a "protective hairstyle" I did braids and sow in for next few months. I use no other medicines or supplements. The first time I took down my protective hairstyle I assumed my hair was shedding merely cause of the braids it happens so I put in a sow in. A month went by then came time for my retouch and over 5-6 inches of my hair gone broken off short. I have always had healthy long hair. After this I was devastated. While taking the supplement even the texture of my hair changed extremely.Now because of my ending results I am forced to cut my hair and start over because there's no hope in trying to repair it. I haven't cut it yet but its so short so brittle so kinky I can barely style my hair into an average ponytail. Don't believe me I have a million pictures from before and after. Hair loss and all that isn't the half my skin began breaking out with acne in multiple places, left scars and marks and just dried my skin out on top of everything else.Desired Settlement: Not only has the use of your product caused emotional distress, but now I'm dealing with buying conditioners to restore some of everything back to my hair. I'm having to purchase face products to clear up acne I've never had before and toners to remove blotches and scars. I am requesting a full refund and a small settlement for reimbursement for some of the minor Amenities bought after the use of your product.

Business

Response:

To whom it may concern:

Review: Very horrible customer service!! They say you have 30 days to return it right? It took 10 days to get here (Hawaii), I returned it before the date of purchase (which I had to pay shipping) now they are saying I can't get a refund or exchange it because it's after the 30 days. Now I can only get 1 of the 2 bottles of hairfinity that I sent back AND have to pay for shipping to get my products back. I'm so heated right now! Ever heard of exception to policy?... This is ridiculous!! Never again will I order from Brock Beauty!!!Desired Settlement: They don't care about the customers... They just want that money. At least Let me exchange it for something of equal or lesser value, or a refund for my products.... Maybe even all the shipping I paid to receive the hairfinity, ship it back to Brock Beauty, just to turn around and pay shipping again to get my products back!!

Business

Response:

To whom it may concern:

Review: Brock Beauty Inc. Has a 14-30 day policy but also a consumer guarantee. Basically it's been 7 months and one day and the product did not do what it guaranteed leaving me unsatisfied, I really want to sue but I'll settle for my $249 back matter of fact my very first purchase from them I didn't see results my skin didn't dry up or flake like this time but I think I should receive a full refund from that purchase too. The policy is great for someone who took the pills or made a purchase for one month and didn't receive results but for me I took and made a purchase for 10 and didn't receive results. Basically I didn't get what they were promoting I still like the company and I want to try their other products but honestly I SERIOUSLY want my money back. It's not that big of a deal I just want a refund and to move on with my life. Please and thank you!Desired Settlement: I want a full refund because I never recieved results from this product, I feel cheated and ripped off. I would like a 100% refund from every purchase to show that they are true to their word and aim to please their customers. I will remain a loyal customer but won't buy the Hairfinity vitamin anymore!

Business

Response:

To whom it may concern:

This was by far THE WORST ORDERING Experience I've ever had. I honestly don't know where to start . Let's just say I wouldn't recommend you people to my dog. Very unorthodox , unorganized , and I'm highly disatisfied ... Never would I buy from you store again!!!!! (Half star) if even that!!!

Review: I purchased 2 bottles of a product (Hairfinity) sold by this company. I purchased this hair supplement in January 2016. I had an illness in February which lasted about 6 to 7 wks. Unfortunately, I was unable to take the supplements while taking other medications. I started the supplements about mid February and took it until end of March which is what the bottle states. I gave the medication time to work. It did not. I saw no results. I contacted the company by email and they said I was outside of the warranty period therefore I had to forfeit the money I spent. My argument is this.

1. I had to use the medication and getting sick was not the time to use it I had no control over this and I sent an email explaining this.

2. I gave the medication 30 days to work. The warranty states that the supplement has to be taken as directed or you forfeit the warranty so If I would have done anything differently I would not have been able to accurately report the results of the supplements.

3. Finally, If any reasonable person takes a medication for 30 days and its does not work and the warranty states after 30 days return the unused portion how when does this warranty really end. In 30 days or after? There is something ambiguous about this warranty peorid.Desired Settlement: I am requesting for refund of the money I spent. I would like to get it in full or at least part. I believe that this supplement is not for AA women maybe other races just not women of color.

Business

Response:

To whom it may concern: Brock Beauty Inc. stands behind the product we sell. We recognize that even though our products have very high consumer satisfaction, there is no one product that works for everyone. This is why we offer a 30 day money back guarantee for the product. In order to receive a refund for the product it would have to be returned to us within 30 days of the date of purchase. This customer placed her order on January 30, 2016. In order to receive a refund she would have had to return the product to our warehouse by February 30, 2016. We are unable to issue a refund for the cost of the product at this time because the customer is outside of the 30 day refund policy. This policy can be found on the website under "Return Policy" and on the packing slip sent with the customers order. We have added the refund policy to this email for your convenience. Refund and Money Back Guarantee Brock Beauty Inc. stands behind the products we sell. We recognize that although our products have extremely high consumer satisfaction, there is no one product that may work for everyone.Within thirty (30) days of your purchase, if you are not satisfied with our product you may receive a refund of your purchase price (less shipping and handling). The product must have been purchased directly from Brock Beauty, Inc. In order to be eligible for a refund, you must have used the product as directed.To obtain the refund described above we must physically receive the return within the thirty (30) day period. The return must include the unused vitamins; all original packaging, manuals, and other accessories and documentation, which may have been included in the original shipment; the receipt; and a note containing your name, address and reason(s) for return.We recommend using UPS or insured mail for returns, as we cannot be responsible for items that are not received at our warehouse. If we receive your return after the thirty (30) day period or in violation of the requirements herein, then we will not return your money and will be unable to return unused product to you.Returns must be addressed as follows:Shipping Dept.Attention: RETURNS[redacted]

[redacted] Brock Beauty, Inc. reserves the right, at its sole discretion, to reject any return that does not comply with these requirements. This policy applies to Brock Beauty Inc. products only, namely Hairfinity, Infinite Lash, Essentious and Dermera. This policy does not apply to t-shirts and other accessories and materials, which cannot be refunded since these items may only be submitted for an exchange.

Review: I have been doing business with Brock Beauty and ordering my Hairfinity Vitamins for quite sometime now. But I recently placed an order and was highly dissatisfied. Order # AB-1485318 .... I received my multiple bottle of vitamins with over half of the capsules not filled completely. And many more that were more than half empty. When I called Brock Beauty to get the situation rectified. They offered to send me a mailing label and wait almost a month on their investigation department to look in to it. I am very frustrated because Hairfinity has been apart of my hair care regimen for sometime now. And to be off of it completely because of their company error. It's unacceptable and unfair. They did not even offer a free bottle or anything. Just offered to eventually replace what I initially paid for in the first place. It is extremely inconvenient because in 20-25 days the vitamins will be completely out of my system. Not to mention that the return label they are sending out is by email. Now I have to find a printer to use or go pay to use one a Kinkos or Fedex or the U.S. Post Office.... Because of their companies error.? This is absurd and unacceptable. I have sent them many customers. But I will no longer. I will also be writing more reviews and ratings about this horrible experience and how they did not fix the inconvenience they haven't caused me. I will also be looking for a new hair vitamin to incorporate into my hair care regimen. And I will be taking my referred customers along with me.Desired Settlement: I would like to receive the $60.00 product that I initially purchase In the way that I should have received it in the first place. As well as a free two bottles for all of the inconvenience and hassle I have had to go through by writing reviews and contacting the Revdex.com. After being a loyal customer for so long I did not expect to have to go through this. It's unacceptable and I should have been given two free bottles anyway since that is what I purchased and didn't receive.

Business

Response:

To whom it may concern:

used this product for 4 months saw growth. Once I stopped this product my hair started shedding like crazy. It has gotten so thin and nothing seems to help fix it. I am now forced to cut my hair. I will never use this product again. I believe that if I was to buy this product again my hair will grow back it one of those products that you have to keep using or else. That's what they don't tell you. you have to keep buying their product. I wish I really did an good research about this product instead of believing people that make money off promoting their product.

Review: On October 9th 2014; I contacted Brock Beauty customer service because the autoship for the Hairfinity and Lash Serum was not processing. I was told that the autoship was cancelled because the cost of the Infinite Lash Serum had increased and in order to process the order I would have to resubmit the order. I then was transferred to [redacted] who sent me an email stating that her supervisor; [redacted], will allow me to place one order for the infinite lash serum at the original cost $49.00 but after that I would have to pay the new price, $79. On October 29th 2014; I received a reminder email stating that my autoship for the Hairfinity would be processing soon. I went to my brock beauty account to verify that both the Infinite lash and the Hairfinity order would process. Only to find out that both autoships were cancelled. I contacted the customer service rep to discover that I would have to replace the autoship online and pay the increased amount. Even after I contacted both the supervisor; [redacted] and [redacted] (and even sent them the email [redacted] sent me) I was hit with a roadblock. They went back on their word and did not allow me to order the infinite lash serum or the hairfinity at the original cost that was originally promised to me.Desired Settlement: I would like Brock Beauty to allow me to place the order for the Infinite Lash Serum and the Hairfinity for the cost that was originally promised to me. Going forward, do not cancel autoships or orders without proper notification. Furthermore; if the cost of an item is going to increase; you need to notify the customers prior to doing so.

Business

Response:

To whom it may concern:

Review: I placed an order on September 12th 2014 for the Hairfinity Pills through this companies website. AS PER THE SITE IN THE 13TH OF September my order was shipped from Tn.Then there was no shipping activity for 3 days. I then go to the ups website with my tracking information to find out my package was delivered to another address I've called the company in which no one answered, they seem to answer via email As I was told my package was delivered but if Idelivered incorrectly I the customer have to pay for a reship. I refuse to do that where as this was the companies mistake not mines.If warrants I HAVE all emails sent to company.Desired Settlement: I would either like my product or full refund including shipping because the parcel wasn't delivered to me at all.

Business

Response:

To whom it may concern:

Review: I ordered hairfinity pills on 2/20/2015.I have not received my package it has been almost a month!I called their company numerous times even did some chatting online.Every representative told me my package was on its way.I recently reordered the pills free of charge b/c the first package didnt come.I'm starting to think I have been ripped off.I will not be doing anymore business with this company ever again.Desired Settlement: I have been very patient with this company. I would simply like a refund, or plain and simple my package I ordered.

Business

Response:

To whom it may concern:

Review: I ordered a 2month supply of Hairfinity pills on March 28 2014. I received them on April 2,2014, but due to mandatory active duty training I did not get a chance to open my package until 2weeks later.I noticed I only had 1 bottle which is a 30day supply but I did not think anything of it considering I have other hair subscriptions that ships hair supplies out monthly (which I tried explaining to the manager).Once I started getting low on my pills I was sure the other bottle was on the way(I assumed this because the other 3 hair companies I order from is like that.. I guess that was my mistake). So I called the customer service number and spoke with someone who told me because it was over 30days their wasnt anything she could do so I asked to be transferred to a manager hoping to get better help.I explained to him the situation and let him knew it was my first time ordering from their company so I did not know how they shipping was handled.I also informed him that in my packing slip it stated that I ordered a 2month supply and the quantity said 1 so I assumed that meant I was to receive 1bottle this month and they will send my other bottle next month.He did not care about any of that he said because it was over 30 days it wasnt his problem and I felt like he said this with an attitude after I spent Well over 15mins trying to explain the situation and why I felt like they were trying to steal my money. I work hard for my money and dont have money to just give away so even though I was not happy with the lack of results the Hairfinity provided I still would have been grateful to just receive the pills I already paid for or a refund for the pills I didnt receive. He went on giving me attitude about it being over 30days at this point I am livid that I basically paid $60 for a bottle of pills that showed no results so I cursed before that point I tried explaining the situation as calmly as possible in hopes of getting the matter resolved that failed and after I cursed he hung the phone up in my face.Desired Settlement: I would like to receive a refund/replacement.

Review: I placed a order online for hairfinity vitamins, I recieved email saying that my order was processed and that I would recieve shipping information once the package was processed, well the package was processed and once the shipping information became available it just showed one status, that the shipment has departed a shipping partner facility and that is as far as it has went, when I called to speak to a customer service representive its how ironic how the person that comes on says they see where the package was shipped but told me that I will not recieve it and that I had to speak with the brock beauty department to tell them the issue, of course no one ever answers the phone so I call back and speak to someone else that tells me the same line about the product being shipped but that Im not going to recieve it, I called 2 more times spoke to a guy who said the package was set to be delivered the next day which he so happen can see the shipping information with the tracking number I provided but I cant see what he is seeing but he has the same tracking number, so I feel like it is a scam and a bunch of bt I just want my money back and dont want the product anymore, more people need to know about this brock beauty website, they are not right you can never speak to anyone but the people trained to answer the phone and feed us a bunch of lies. Ther is no one other then those guys answering the phones that we can speak with. I just want my money back thats it thats all. I learned my lesson will never order from them again.Desired Settlement: I would like for my money to be deposited back on to my card and want to make sure that it is guarnateed they cannot debit anything else off of my card since I put in all my debit card information!!!!!!

Business

Response:

To whom it may concern:

Review: I have been purchasing Hairfinity for almost a year and love the product. The issue that I am having is that I have not received the last 2 orders because I moved. I understand the policy of address issues on my part the company is not liable for but this is not an error of mine. In January I went online and updated my shipping address from [redacted] to [redacted], when my autoship billed and shipped in February it was to the old address. Once I received my email confirming the order, I immediately called customer service to advise them of the address issue. The representative on the phone told me that address changes for auto refill accounts can't be changed online (which is not stated anywhere online) so she would update it. My new address was already in the system because I didn't have to provide it but only verify it when the agent staTed it to me. She told me that she would cancel that order and resin me an order to my address. I thought everything was resolved until I received an email stating that an order was delivered to my old address, then a day later I received an email stating I have an order on hold pending verification. This email is asking for me to send a front and back copy of my credit card with my signature and a copy of my identification card which will expose all of my personal information and the potential for fraud. I do not want to expose my information to receive the product, and having to call and wait over 30 minutes at times to speak with an agent is not acceptable.Desired Settlement: I would like receive the order without having to send my personal information and be assured that my autoship will continue and come to the correct address [redacted]

Business

Response:

To whom it may concern:

Review: I placed an order that was shipped 2-10, post office ended up returning item and per the tracking number usps said they would receive it by 2-23. I called multiple times that week and was advised it hasn't been received. I called numerous times the following week and was advised to call back the next week. I called and called and left messages with no answer. I have wasted countless hours just to get no where. The customer service is not that great. At this point I'm extremely disappointed.Desired Settlement: Either send my order or refund me.

Business

Response:

Hi,

Review: I bought hairfinity pills which took forever to arrive due to being "lost" in transit . at least that's what the representative said when I contacted her about my shipment. the lady said she would re-ship out another order since my package was lost which I received another day later. then I received an email saying that they had sent two packages out by mistake an if not returned I would be charged for the second package they shipped out. I never received this second package they claim I received and they charged my card twice for what I paid in the first place for my package. When I called to talk to a rep about it she said my card wouldnt be charged until 30 days after the package is received so I would have time to send it back. then when I asked to talk to a supervisor she was rude and kept saying its policy that their not responsible for "lost" packages once shipped out so I asked why they sent me another package then since my shipment was lost and all she said was its a new policy which makes no since. so they charged my card for another package I never received their customer service sucksDesired Settlement: my money back that was charged on my card

Business

Response:

To whom it may concern:

Review: I am extremely displeased and upset. I have yet to receive my order, and it was placed in January. I have made several phone calls to Brock Beauty's Customer Service, I have called the Postal Service and even DHL e-commerce and it was delayed,and maybe even lost in transportation. After calling Brock again I was informed that I was going to receive another order and it has been over two weeks for that to come in as well. THIS IS A PROBLEM! I have waited on hold with Brock for almost 30 minutes and nothing! I should have been had my product if it was placed January 28, 2015Desired Settlement: I would either like my replacement, and compensation for my time, money and effort spent with this company, or my money back. I need some retribution.

Business

Response:

To whom it may concern:

Review: I placed an order via the web on 1/9/14. I chose the 5-8 day shipping option via DHL. On Monday the 19th, when I had not received my package yet, I tracked it and it said it was delivered on 1/17. I called Brock Beauty and a rep told me that because they had a confirmed delivery on their end I would need to file a claim with USPS (DHL delivered to USPS and USPS handled the delivery from that point). I attempted to file a claim online, but got a message that this package was not eligible to file a claim. I decided that I would go in person to the post office today - I was told that packages shipped, "parcel select" are not eligible because they are not insured. They also told me that they had a confirmed delivery and there was nothing else they could do. I called Brock back to ask them why they use this method of shipping which does not offer the customer any recourse if the package should be lost or stolen. I was told that was an upper management issue - and they would not refund my money or replace my product. I asked to speak to a manager, and I was told they were busy and would call me back. I have not received a call yet. When I placed my order, I signed up for the monthly shipments. One would think, to keep a customer, they would just replace the order... but it doesn't seem like they are looking at the bigger picture. They need to change their method of shipping. I am sure with a very large customer base, packages are bound to go missing and it is not fair to tell the customer, "OH WELL - SORRY." Also, there is no mention when selecting a shipping method that it is being sent uninsured.Desired Settlement: I would like a replacement of this shipment, or not to be charged for my next scheduled shipment.

Business

Response:

To whom it may concern:

I just called there company because I was trying to purchase their product for a reasonable price because they spiked up their cost since my friend has bought it and in speaking with a supervisor and customer service rep they gave me no customer satisfaction for being a first time customer I felt as though they weren't trying to help they were just trying to get me off the phone if I wasn't going to give the money that they wanted for the product I think that is absolutely disgusting . I am not going to buy four months of a product that might not work and spend 100 , they have to be crazy. If it did work for my next batch I would spend that but the most I was going to go was 15 less and I don't see why they couldn't help a costumer out they were going to give me the brush I said I didn't want it I don't know why they can't take that off the price at least .