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Oro Gold Cosmetics

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Reviews Perfume, Cosmetics Sales Oro Gold Cosmetics

Oro Gold Cosmetics Reviews (62)

Bought beauty products worth $4,from Oro gold on March 27,As stated in their receipt, may return within daysI went back March & days following to return items but saleperson wont accept returns unless "approved"by the cust.service supervisorThey never approve till it dragged past days so they can say its beyond the day period.Called cust.service every single day & texted Mike, d service person *** ***) & *** *** *** *** to dispute the chargesI see that the drag is their one of their delaying tactics.This is the very reason why up to this day, its never been resolvedWhen I read some of the reviews of them, they employ the same tactics & unethical practices to " trap" their customers, that their " hard sell" is more important for them than customer satisfaction
I filed a written complaint as well to the Garden state mall security office & informed the concierge services as well as the American express card c

I purchase cosmetics at Oro Gold on December 13thI tried to return the products on December 26th, after learning that my daughters are unable to utilize this product as per their dermatologistI was instructed by the sales specialist Roza Z***- the Promotional manager that "it would not be an issue to return the product for a full refund after Christmas" as she was "in charge." On the 26th, the manager informed me that at the bottom of my receipt there was a 7-day refund return policyI informed the manager, that Roza was aware this was a Christmas present, and that she stated it would not be an issue to returnThe manager directed me to contact the customer service departmentAs this is the protocol to be followedThe customer service department offered me a refund of 1/4th of the value of a refund and an additional voucher to purchase more productAfter speaking with customer service, I could not utilize the product or the voucher as my daughters are not able to use the prod

Date: 4/21/
"margin-bottom:10.0pt;line-height:115%text-autospace:none">Revdex.com Case [redacted]
To whom it may concern,
Customer
Service is our number one priorityOur mission here at ORO Gold Cosmetics is
for customer satisfaction, and our desire is to turn this from a negative
review into a positiveOn 3/18/2016, the customer purchased $worth
of products, the customer was shown demonstrations for all of the products, liked
them, saw results, decided that she wanted the products and agreed to
buy themThe customer was shown the sales receipt and signed itNo one
grabbed her wallet and forcefully charged her credit cardThe customer was
aware of the price of the product when she was handed the receipt which she
signed next to the return policyWe are surprised that this is the first we are
hearing of the customers' complaint, and find it odd that she didn't notify us
directly, as we provide a Customer service hotline for our customers' convenience
(located on our Sales receipts), and there is nothing noted in the system
regarding this customers' call
we've simply never heard from herAs a retailer we understand that a customer sometimes
has regret, and instead of going back to the store and dealing with a manager,
chose a different way of going about itAlthough the company policy is no
refunds, in this circumstance we are happy to give the customer a $refund,
and as a good faith gesture, she may also keep the productsOur hopes are to turn this situation from a negative
experience in to a positive oneThe customer may contact our Customer Service
Department directly at: [redacted]
Sincerely,
Oro Gold Cosmetics Team

Initial Business Response /* (1000, 12, 2014/06/24) */
Hello Mrs. [redacted],
I am very sorry to hear that you were not happy with your ORO Gold experience. We strive for the highest level of customer service, customer satisfaction is our number one priority. I will be more than happy to...

provide you with a refund if you are not completely satisfied.. I will need your invoice number, or the date and amount of your purchase, and the number of the card used for the original purchase.
you can contact me anytime by phone at [redacted] or by email at [redacted].
Regards,
[redacted]
Customer Service Representative.

Date: 4/21/2016
lang="EN">
Revdex.com Case [redacted]
To whom it may concern,
 Customer
Service is our number one priority. Our mission here at ORO Gold Cosmetics is
for customer satisfaction, and our desire is to turn this from a negative
review into a positive.
On 3/18/2016, the customer purchased $4187.75 worth
of products, the customer was shown demonstrations for all of the products, liked
them, saw results, decided that she wanted the products and agreed to
buy them. The customer was shown the sales receipt and signed it. No one
grabbed her wallet and forcefully charged her credit card. The customer was
aware of the price of the product when she was handed the receipt which she
signed next to the return policy.
We are surprised that this is the first we are
hearing of the customers’ complaint, and find it odd that she didn’t notify us
directly, as we provide a Customer service hotline for our customers’ convenience
(located on our Sales receipts), and there is nothing noted in the system
regarding this customers’ call… we’ve simply never heard from her.
As a retailer we understand that a customer sometimes
has regret, and instead of going back to the store and dealing with a manager,
chose a different way of going about it.
Although the company policy is no
refunds, in this circumstance we are happy to give the customer a $1000.00 refund,
and as a good faith gesture, she may also keep the products.
Our hopes are to turn this situation from a negative
experience in to a positive one.
The customer may contact our Customer Service
Department directly at: [redacted]
Sincerely,
Oro Gold Cosmetics Team

The client was aware to the policy and the price because...

she personally signed the receipt. And the receipt indicates the price and the companies policy which is, "No refunds. Exchange only within 14 days."
?In addition, the client mentioned that she had a reaction and came to her room, and did not know the price and the policy but still came to two additional treatments on two different days after the date of the purchase, which means she was aware to all the details of the purchase, and was happy from the service and products.?

RE:? Complaint ID [redacted]The client was aware to the policy and the price because she personally signed the receipt. And the receipt indicates the price and the companies policy which is, "No refunds. Exchange only within 30 days."  We will be more than happy to EXCHANGE any items purchased.The client mentioned that she had a reaction and came to her room, and did not know the price and the policy but still came to two additional treatments on two different days after the date of the purchase, which means she was aware to all the details of the purchase, and was happy from the service and products.?We would also like to submit the attached photos of the refund policy on display around the store in every effort to dispute this complaint.In addition, attached is a photo of this clients actual receipt signed by her personally, which clearly shows our refund policy stated directly beneath her signature. As you can see clearly from this photo, there is absolutely no fold anywhere whatsoever between this signature and the return policy... as this client has grossly accused [redacted] of doing in order to prevent her from seeing the no refund policy.We honestly hope this clears up any doubt that this client has not been 100% completely truthful as to her complaint in the least.Mahalo,Orogold Cosmetics

Aloha, We are very sad that [redacted] feel this way, We did do our best to resolved this matter directly with our Customer.Please see attached email conversation. We also have tracking number for the two additional Syringe that was sent to [redacted] as mention on the emails.Tracking number...

[redacted]. We do feel that the review is not accurate and we hope that our record will be set straight. Mahalo,[redacted]Office ManagerOROGold Cosmetics HawaiiPh:[redacted]Fax[redacted]

Initial Business Response /* (1000, 5, 2014/07/31) */
As mentioned to the customer several times, Our customer service have tried everything they can to make them satisfied.
Customer came to the store, Got a full demonstration, and decided to buy $659.74 worth of products, She handed her...

credit card to the associate, Signed the slip with our return policy on it and got everything in a bag, She than wanted to see more of our exclusive products in the VIP treatment room , And after almost 2 hours she decided she wants to buy the "Facelift" set for additional $3000.
She AGAIN handed over the credit card to the assiciate, SIGNED next to the amount and policy and got everything in a bag , TOOK all the products and left,
This is a sale was back on April 8th, and only on July Her husband called and told us she didn't get the products and that they want a refund, We checked our camera system and saw that ALL of the products was taken from the store.
Perhaps he got mad that she spent the money, Or perhaps she left the bag somewhere in the pool or lobby, But we did give her almost 4k worth of products.
We than tried to offer them the same 4k set AGAIN as a courtesy of good customer service to be shipped for free to them , And the husband did not want, He just wanted a full refund, Which we told him that our policy is "No refunds, Exchanges only" it says on the receipts she signed and in a big sign next to the register,
He filed a dispute with [redacted] which we of course won , We than offered him all the products again, with 20% refund and he wouldn't agree! As of yesterday, Our main corporate office in California decided to give him 50% back and he still didn't want it.
ALL products got out of the store after she purchased it, Customer is trying to get 4k worth of products for free. And we just cannot lose anymore money from this sale,
I believe that you will agree that shipping him ALL the products + $1500 back is a very generous offer, And it's only to keep our high standard customer service.
I'll be more than happy to close this case somehow.
Mahalo
Initial Consumer Rebuttal /* (3000, 7, 2014/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Oro Gold's response is NOT TRUE. I did not want or intend to purchase the additional $3,187 in cosmetic products they demonstrated and tried to sell me, and charged me for. I errantly signed an additional credit authorization for a demonstration after buying $650 in products, but did not intend to purchase an additional $3,000 in cosmetics while on vacation in Hawaii. The only products I took from the store were the ones I purchased for $650. They asked me to send a picture to them of the products that I bought and took, and I did ( it shows the products I purchased for $650). They say they "checked their camera system" and it shows me taking additional products, but they won't provide any evidence. I feel that I was taken advantage of by the sales staff at Oro Gold, and am getting the run-around from their customer service in refunding the errant charge. First they offered to send me the products, then next offered a 10% refund, then a 20% refund, and then a 50% refund, and now they say they will send the products and 50% refund...but I don't want their products. I want a full refund of the $3,187 they charged me for the products I did not want to buy, or take from the store.

This is to notify you that this complaint was resolved. Orogold refunded my money.

We are sorry that the customer feels this way, however our products are not fraudulent. There are authentic Vine Vera and Vivo Per Lei products. We have many happy and returning customers. The reviews she read online do not pertain to our company's carts, and we can not be held liable for other...

companies' carts. Our locations are not "pop up" carts, we have been located in Mayfair Mall for the last four years. The sales representatives did not lie to nor deceive the customer. We do have a sign posted on our cart regarding our return policy. This sign is posted where mall management instructed us to post it, the same as every cart in Mayfair Mall. Our return policy is also printed on the customer's credit card authorization slip, it is a part of the terms and conditions that the customer is agreeing to when she signed. The return policy is also printed on the customer's receipt. The customer can call the customer service number provided to her if she would like.

To whom it may concern,
ORO Gold will be more than happy to get the customer a full refund and to make sure she is %100 satisfied!
We do have a big sign next to the register and the Vip room stating our policy which is "All sales are final, No refunds exchanges...

only"
The customer also signed the credit card slip which states it as well in big letters next to the amount she is willing to pay and her name, And we did inform her verbally that these are cosmetics and once it goes out of out store it is final..
But again, For good customer service I'll be more than happy to issue her a full refund,
Please send me more info such as receipt #, Last 4 digits of the card she used and date of purchase.
She can also keep any product she liked as a gift.
Mahalo

Hello this is with regards to complaint  #[redacted], this is to let you know that my issue has been resolved, the refund was processed today November 25th, another sales representative Myla took care of the situation. Thanks very much.

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[redacted] Aloha [redacted] and the answer is yes stipulating that they must mail the products I returned back to me I don’t think it would be fair to have to pay for something I do not have  Thanks so much for your help it means a lot.
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[redacted]Hello [redacted],I do want to thank you for addressing my complaint and trying to reason with them, I did call their customer service and was told they could not help me and that there were no refunds and not even a manager I could speak with I emailed and called the representative who sold me the products Tayla and never received a response from herwhi and I was never told the products could npt be returned and in fact was told that I could get my money back if I was not satisfied for any reason, so no the offer of 1000.00 is not satisfactory I now have permanant damage from their product and have the photos to prove it, also the products they sent me were returned and are sitting in the post office in Honolulu 
see attached

Date: 8/9/2016 Revdex.com Case [redacted]   To whom it may concern,  Customer Service is our number one priority. Our mission here at ORO Gold Cosmetics is for customer satisfaction, and our desire is to turn this from a negative review into a positive, however the customer is requesting that we “mail the products” she allegedly returned, but we did not receive any products returned from her.   Sincerely, Oro Gold Cosmetics Team

[redacted] 
[redacted] 
[redacted]Hello [redacted],I sent all their products back un opened and they are sitting in the Honolulu post office, If they would just reverse the charges on my credit card for the purchases I would be very happy.  I am willing to pay for the products they sent out of the store with me up to 500.00. But if they still refuse then tell them to send the products back to me from the post office because I do not think I should pay for something I do not have and to credit my credit card the 1000.oo. Thank you again for your help.  I am sorry I was not able to respond in the time frame as I was out of town  and upon my return I had upgraded a program on my computer and could not access my email. Thank you for your patience.

Review: I purchased the products after being lured in the door with a free sample at an upscale mall in San Diego. The sales person was very high pressure, said my skin was old and had wrinkles, told me I needed the products. She kept changing the price when I said couldn't afford it and eventually worn me down. She applied several different creams and kept changing the prices so that I was getting a "great deal". About 1 hour after leaving the store, my face became red, itchy, dry and tight. I took the unopened products back the next day and asked for a refund. A different sales person pointed out that my receipt said exchanges only. I said I thought I was allergic to the products and just wanted my money back. She refused and would only substitute different products. I don't want to chance any reaction, so I am not using them and would like to return them for a full refund. The products are overpriced and I doubt they do what is claimed so fraudulent statements/claims. I think this company is guilty of high pressure sales, poor products that cause allergic reactions and refunds not allowed.Desired Settlement: I would like a refund check mailed to me of $216.00.

+1

Review: I was told by the manager that I could receive a refund. When I returned two days later I would need to return when the manager was there on Monday. I returned on Monday and she wanted me to do an exchange, I refused her using another product on my face. I told her that the product I had purchased was too harsh and made my face red. She asked me to return in 15 minutes while she finished with another customer, so I waited outside the store. She said that there were no exchanges, I reminded her that she said that I could have a refund if I was not satisfied with the product, she refused, I let the product there.Desired Settlement: I want a refund of $70.00.

+1

Review: I purchased products from the Orogold store at Plaza Bonita Mall. I felt like I was harassed into buying. I wanted to return the products because they were way too expensive. I was NOT ever informed that there was not a refund policy only exchanges. The lady claims she told me that, but she did NOT. She gave a customer service phone number which is the same number in the mall directory. It goes straight to voicemail. I just want my money back! They never disclosed a "no refund policy" and when I signed the receipt for my credit card payment, I only saw that part once I got home. WHAT A SCAM!Desired Settlement: REFUND MY MONEY PLEASE

+1
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Description: Cosmetics & Perfumes - Retail

Address: 3914 Murphy Canyon Rd #A168, San Diego, California, United States, 92123

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