SkinStore.com

I have placed an order with No [redacted] on OctAfter eleven days,I found the status still shows 'Awaiting Dispatch' and I sent the massage to SkinStore Customer Service Team on OctAfter that I sent a lot of massages to them, they said there has been a problem in the warehouse which has resulted in my order being stopped prior to dispatch.I found the order state from the "awaiting dispatch" into a "processing" on OctUntil now they have not delivery my order

Thank you for taking my compliant!I don't have the receipt for I placed the order online,and skinstore didn't email me the receipt.These attachments are screenshots of the order information and express information of the packageI believe they can prove that what I complained about and give you a
better judgement.Thank you again. Best wishes,** ***

October 14th,

I sent a complaint on your website that the number is  #[redacted].And I want you to konw I had received the package a few days ago. Thanks a lot!yours,[redacted]

I have placed an order with No. [redacted] on 13 Oct. After eleven days,I found the status still shows 'Awaiting Dispatch' and I sent the massage to SkinStore Customer Service Team on 25 Oct. After that I sent a lot of massages to them, they said there has been a problem in the warehouse which has...

resulted in my order being stopped prior to dispatch.I found the order state from the "awaiting dispatch" into a "processing" on 28 Oct. Until now they have not delivery my order.

Complaint ID: [redacted]  I've got a refund .Thank you sooooooooooo much!!!

I have an item I needed to return and I called numerous times and its permenantly busy. I emailed them and no response. Now my product is late for return because they are not responsive! I cant tell you how much I tried to reach them.

Review: Website confirmation indicated it was shipping product to wrong address, immediately reached out to customer service to correct, didn’t hear back for 48 hours, by which point it had shippedDesired Settlement: Refund my money and/or replace product

Business

Response:

We advise all customers to either call our Customer Services/use our live chat facility to cancel orders or to cancel it themselves through their account as replies from our messaging center are not instant replies and therefore, cancellations may be unsuccessful. As the customer only sent an email and not actually requested a cancellation, this was dispatched. Customer has now opened a chargeback through their bank so we are unable to resolve on our end.

Business

Response:

The customer entered the incorrect delivery address - This was shipped as the customer didn't cancel the order through their account. As we were unable to refund the customer opened a chargeback with their bank.

Consumer

Response:

I am rejecting this response because: As I made previously clear I provided the correct address - I had to enter a new credit card into the site and chose ship to billing address. AS you can tell from the broken Chat app, proper website programming is not their specialty. It's perfectly plausible that their order generating backend messed up. Their crappy, long delayed customer service, broken chat app, and absent telephone number should not be blamed on the consumer.

Review: I placed an order with the number [redacted] on www.skinstore.com on 23rd of July, 2016 and received the email confirmation on the same day. The product I bought is "[redacted] Mia 2 Sonic Cleansing System". Then I have received an email from Skinstore to inform me that they have cancelled my order because their supplier is not able to provide the product.

As a professional businessman for over 12 years, I have to say this is very serious violation of contract in business. They should know clearly about their stock and sales. And it is also very easy to set the available quantity on website. They should let me know it is not available before placing my order but not cancel it after confirmation.

On the other hand, I also placed another order of some spare parts on their website for the cancelled product. Since they cancelled my order of the cleansing machine, the spare parts I bought will be useless at all.

Finally, I have to say this is the worst experience I have ever had in Unite States. Now I would request them to deliver the product to me as soon as possible.Desired Settlement: I need Skinstore to execute the contract and arrange the delivery of my order ASAP.

Business

Response:

We did state the availability on the website as ‘stock will be dispatched as soon as we receive it from the supplier’. As we are unable to obtain any further stock the order was cancelled and the customer was informed by email. As stated in our Terms and Conditions, a contract is not formed until payment is taken/ the goods have been dispatched. As the item is currently out of stock we are unable to dispatch this to them.

Consumer

Response:

I am rejecting this response because:Since Skinstore canceled my order of the [redacted] Mia2 machine, I can not use the brush heads also bought from them. I have requested several times to return the brush heads and they should afford all expenses for this return. However, they didn't agree to do so. On the other hand, I also don't accept the business' response as they should only sell the products confirmed in stock. If they are not sure about the order from their supplier, this should not be sold on their website. I would say this is dishonest business behavior!

Business

Response:

The customer has already been provided with the returns details. We are unable to provide a pre-paid label to the US and therefore, the customer would need to pay for the postage and provide us with their receipt and we will then issue a refund for the amount paid.

Review: Hello, I am very sorry to trouble you, but I had to do so. I had placed my order on skinstore 5/27. The order old number is 6558288, as the migrate the site the new order number is SSH422028. At first the item is out of stock ,and they email me that“ You have the following three options for your back-ordered item(s):1. Click the link below. We will keep the item(s) on order for you, shipping them as soon as we have them in stock (at no extra cost to you). 2. Do nothing: We will keep your back-order active for 30 days, cancelling it and refunding you if your item does not come into stock by 06/26/2016.3. Contact SkinStore Customer Support to request an immediate cancellation and refund of your back order. You can contact us via phone, bye mail ([email protected]), or by using the form linked below.”

So I just wait until now. But 30 days past, they charged me without shipping anything. I had contacted skinstore for many many times, but they did not cancel the order and refund me. At first when I asked them, they said let me to wait, but after that they change to say they had dispatch the order, so that they could not cancel the order. but they did not give me the tracking number. I ask them the tracing number again and again, they just said they could get it as an excuse to site migration. I did not received anything, so I think they are lying.

What is more ridiculous, in this morning, they sent me an email said “Thank you for placing your order 6558288 with SkinStore.com. We are really sorry to let you know that we have had to cancel the samples on your order due to not being able to obtain any further stock from our supplier.” The shows that they did not ship the order, so they are lying.

Please help me to check my order. I don’t think site migration is the excuse which skinstore charged me without shipping!

Yours scincerely.Desired Settlement: Apologize to me,and refund me or ship my entire order as soon as possible!

Consumer

Response:

Hello,

I wish I could give a negative point. It is the worst company I've ever seen! The worst customer service I’ve ever seen! I placed a duplicated order on July 17th. I called the customer service in ten minutes to cancel after I placed the order, but they told me it failed to cancel because the warehouse is preparing to ship (Actually it was shipped in the third day)and I can return it for a full refund including the postage after I receive it. I did not find any prepaid label to return it when I received the order. So I contact their customer service to check. But they told me I had to pay the postage by myself because it is I who don’t want the item and it’s my fault. I told her what the last representative said. She did not believe me and she called other people to check whether I called after I placed the order. But she still refused to pay my postage though she got the answer that I indeed called. Fortunately I found a copy that their customer service promised me to refund fully including postage. This time they said they will refund me fully. I returned my order the next day I received the order. The tracking information shows that their factory received it on July 29th. I did not receive any information about my refund in the next few days. So I contacted their customer service and they said the refund was issued on August 3rd and it should take 3-5 days to see it. However I did not receive it until now. I contacted their customer service again on August 11th, they said they will contact their finance department to check and keep me notified. I’ve never received any messages from them in the next few days. So I contacted them again to see what the problem is. This time they said they won't discuss with me because the order is not paid by my name though it is bought through my Skinstore account. Yes, it is paid by my husband and the receiver of the order is also my husband. But I got my postage refund to this card successfully. I asked why this time did not work. They said they won’t discuss with me and I can send a message in via my Skinstore online account to discuss this further. What’s the fk? You refuse to discuss with me, so what’s the point to send you a message? Furthermore, the online message is never replied in time. Finally I got my husband to call them and they said they don’t know why the refund failed and they will refund us now but they don’t know whether it will success or not. So I don’t know whether we can get our refund in the next few days or not. Their customer services either cannot be reached or only say “I am so sorry”, “we don’t know”, or “you have to wait” once you reach them. They never provide you something useful and they are very impatient and rude! Never do business with this company!

Review: I have been requesting a refund for returned cosmetics since the the beginning of June 2016. The return address to which I returned the product had moved. When I contacted the post office, I was told that they had over a hundred returned packages stored in their post office with no where to send them because, The SkinStore had not placed a forwarding address in their system. I contacted the SkinStore and gave them that information. They in turn stated that they would make the correction and that I would receive a full refund.

I have made 6 calls to the company after that and each time everyone has apologized profusely for not sending my refund in a timely manner. Today, July 6, I asked to speak to a manager and was transferred to Customer Relations after a very long hold. A customer relations person named [redacted] told me that the issue was being handled at the management level and that they would get back to me by the end of their work day. Of course no one contacted me.

It is my hope that the Revdex.com will be able to help me resolve this issue.

The telephone number that I have used is [redacted]Desired Settlement: I wish to have a full refund of $48.99 by check made out to me.

Business

Response:

I’ve contacted the head of our Finance team and asked them to process the full refund. Customer has received part of it. I’ve asked them to issue the remainder immediately

Review: The skincare product they sent me had been tampered with. The foil seal was missing. I have ordered this product from them for many years and it always has a safety seal

I contacted them many times for a replacement and they have not agreed to send one. Their phone number is a fake with no customer service representative. The phone number of their parent company [redacted] US also has a non working number.Desired Settlement: I would like to be refunded at this point as I do not trust the safety and quality of theirproducts. I would also like other consumers to be aware of this.

Business

Response:

I can see that the customers complaint has been raised with our buying team to check if the product should have arrived without a seal and it has also been escalated to our complaints team. The customer will receive a resolution on Monday.If the customer is unhappy to use this item they can return it back to us for a full refund, unfortunately, we can't refund without the order being returned.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I have placed an order with SkinStore.com on 03/02/15 and returned it as soon as I received it in the mail. The product I ordered was never used or opened and I was told that I could send it back to SkinStore in order to receive a refund for it. SkinStore sent me an email on 03/10 informing that a refund on the amount of $64.80 was added back to my credit card account. According to my credit card SkinStore never credited the refund to to the account. I contacted SkinStore several times in the past few days explaining to them that my credit card never received the refund on the amount of $64.80. SkinStore insists that they have added the credit to my account and that I just need to wait more several days until it reflect on my transactions and that they cannot do anything more about it. I talked to my credit card several times and they assured me that SkinStore never added the $64.80 to my account. I never had any problem with my credit card regarding any refund and I believe that SkinStore did not add the $64.80 back to my credit card.Desired Settlement: I would like to have the refund on the amount of $64.80 added to my credit card account for the product that was returned and received by SkinStore over a week ago.

Business

Response:

Date: March 16, 2015Case ID #: [redacted]:I am writing you in reference to the Revdex.com complaint you submitted regarding your refund. I have confirmed with our accounting team that a full refund in the amount of $64.80 USD was successfully issued on Tuesday, 3/10/2015. Refunds typically take 3-5 business days to process back to your account, although this timing is dependent on your financial institution’s policies.Tuesday, 3/17/2015 will be the fifth business day since the refund was processed. You should expect to see the refund posted to your account around that time. I sincerely apologize for any inconvenience that you have experienced. You are more than welcome to contact me directly. I look forward to hearing from you and ensuring this matter has been resolved to your satisfaction.Sincerely, [redacted]Manager, Customer Support SkinStore.comCorporate Office:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: This company makes it impossible to unsubscribe from emails. There is NO "unsubscribe" anywhere, and NO way to eliminate your email from their database. To eliminate your present email, you are forced to enter another email and then verify that other email.....which then directs their spam to the new email. I was finally forced to live-chat with the company in order to cancel the emails. They did not provide me with any proof or note that I am unsubscribed.Desired Settlement: Company should be required to comply with all current federal laws making unsubscribing from emails easy and hassle-free.

Business

Response:

Date: May, 19, 2014

Case ID #: [redacted]

To Whom It May Concern:

We appreciate the feedback regarding our unsubscribe process. We have attempted to contact our customer on two occasions to ensure she has not received any further marketing emails from SkinStore.

We have taken many steps to make this process quick and easy for our email subscribers. We include a unsubscribe link at the bottom of all our emails, which links to a one-click unsubscribe process. I am very sorry to hear that our customer had a negative experience with this process. We take these concerns very seriously and it is through feedback such as this that we can better evaluate our services.

We sincerely apologize for any inconvenience that our customer experienced and we will be more than happy to work with her to resolve this matter in full. She is more than welcome to contact me directly. I look forward to hearing from the customer and ensuring this matter has been resolved to her satisfaction.

Sincerely,

Manager, Customer Support

SkinStore.com

Corporate Office: 11344 Coloma Road, Suite 725, Gold River, CA 95670

Consumer

Response:

I am rejecting this response because: In checking the company website, I see that nothing has changed. Despite the reassurances of the company representative, there is still no clear way to unsubscribe to this company's spam emails. There is no "one click". No instructions, no links that allow anyone to easily unsubscribe. Their emails still contain a non-functioning "unsubscribe" link. One must still apparently contact a human being at their company by phone in order to unsubscribe from marketing emails.

Business

Response:

Date: May 23, 2014

Case ID #: [redacted]

To Whom It May Concern:

?While we would have preferred to discuss this process with our customer directly, here is a step-by-step process for unsubscribing from our emails. There are two quick and easy ways to do this. I have attached two images which show how these processes work. These images are also located on pages 2 and 3 of the attached Word document.

Option 1: “Directly From Email”

All of our marketing emails include an unsubscribe link at the bottom of the email. This is a one-step process. Simply click the link that says unsubscribe and you’ll be taken to a unsubscribe confirmation page. Please allow up to five business days for us to process your request.

Option 2: “My Account”

You can also unsubscribe from our emails by logging into your SkinStore account and clicking “My Changes.” You will then be able to make changes to your email preferences. Leave a check in the box next to the special offer or newsletter emails that interest you, or unsubscribe to any by un-checking the box next to it. Once you have made your selections, click “Update” and you will be taken to a confirmation page. Please allow up to five business days for us to process your request.

Both of these processes have been tested and are working properly. If our customer has any questions about these processes, I encourage her to call me directly. I would appreciate the opportunity to walk the customer through these steps and ensure that this matter has been resolved to her satisfaction.

Warm regards,

Manager, Customer Support

SkinStore.com

###-###-####

Review: I placed an order #[redacted] totaling $207 with my Honduran card and my current address (Texas) as billing address. I was contacted my customer service stating I needed to correct the billing address on my international card so I immediately responded with my Honduran billing address. The next day I receive a second customer service email notifying my card could not be processed because the billing country did not appear in a box of selected service countries. I was fine and understood although confused to the fact that my shipping was within the U.S. And my bank also has branches within the U.S. Following the your card will not be processed I decided to use [redacted] for the same products and it totaled $240 because they didn't have the discount but I would be able to carry my purchase back to Honduras in the shipping time frame and avoid the hassle of customs. Days later I get a text notification from my bank that skinstore had in fact processed my card that is link to my bank account and $207 was debited from my account. At that moment I wrote another email notifying skinstore I would take the purchase but was no longer in Texas so the shipping would have to done to my freight forward agent in Doral, Fl and I would pay the cost of shipping from there to Honduras because I was still very interested in the product and it does not sell in that country. After my card being process against their policy per customer service and my account being debited $207 my order was canceled and the only response I got was I would have to wait up to 15 days for the reversal to reflect. Not only do I have to wait 15 days I also have to physically file complaints against the transaction and print and take physical letters of response from them because that is bank policy here and it can take an additional 90 days to process.Why would they process a card their own company policy states can not be even processed much less put a new customer in the situation and hassle this has caused.Desired Settlement: I want my products delivered like I stated in email to customer service. They violated they're own company policy by processing my card and caused a lot of extra work for me with my bank. I was clear on my Honduran address and they still processed and caused $207 to be debited after they said it would not be processed. 15 days or 90 days is a big fail on an order that should have never been processed or even reflected on my account.

Business

Response:

Dear [redacted]:I am sorry to hear about your recent experience with SkinStore.com. We have security protocols for the protection of our customers and are not intended to create adverse situations. Unfortunately, that seems to be what has happened here. I apologize for this situation.

I will call your bank and help resolve the issue. Please email us directly at [redacted] , Attn: Management

Consumer

Response:

I am rejecting this response because:I have filed a complaint here and wish to follow it here and not email your company directly. Please feel free to contact my bank since I'm getting the same we have to investigate and it will take time to do so. I just don't understand why you would go against your company protocol knowing you would cause a suspension of the money and you could not deliver even in the U.S. Seems very negligent on your part run my information having it pass even when I was clear it was a Honduran issues bank card and you where clear no peoduct could be delivered. Your initial email to solve this issue was giving me the option of mailing your company a money order for the same amount even thought you know per me I would at the time in Honduras and that would amount to almost $500 from my hands to your company and with the same bank. Or do you accept money orders from Honduran banks just not credit cards? Please resolve this issue I am still to this day out of that money and your initial solution to send more money in a different form just seems nonprofessional and a little sketchy.

Business

Response:

I understand that you would like to keep all communication on the Revdex.com website. At this time, the funds should be available in your account. Any pending authorization should be fully removed. I realize that this has been a less than satisfactory experience for you and I want to try to make it up to you. We would like to send you the products on your original order at no charge to you. Please let me know if you would like us to send them to the original shipping address on your cancelled order. Once I have this information, I will process the no-charge order with express shipping. Thank you for your patience with this situation and I am truly sorry for any inconvenience. Please let me know if there is anything else I can help you with. Warm regards, [redacted]Manager, Customer Support[redacted]

Consumer

Response:

Thank you, I will be happy to receive my order express shipped and will use a U.S. Credit on my next purchase card next purchase. I am satisfied with knowing I will finally receive my order.

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I placed an order([redacted]) on Feb.27th.My shipping address is [redacted]The package was sent by [redacted].On Mar.3rd,I found my package was signed by a stranger’[redacted] contact with skinstore customer service immediately and asked the staff sent a notice to [redacted].But I was refused.Because my shipping address is a business address,the staff said maybe someone there received my package and didn’t tell me.I declared that I really don’t know ** and there’s no ** at my shipping address.The staff still insisted that skinstore had no responsibility for my lost.What’s more,she thought my shipping address was UNSAFE,I would not be allowed to use this address to place orders on skinstore.com any more. I was very angry.At last,the staff gave me a refund and said I could place another order by other shipping address.But there’s a SkinStore Guide to Gorgeous Bag Spring 2016 in my lost package and the promotion was already gone,I can’t get it anymore. I felt insulted about the unpleasure contact.I’m not a citizen of America,so my consumer rights can’t be protected,is that what your s**ff mean?I chatted with [redacted] by myself for 3 times to make a request for my package.Finally,the truck driver of [redacted] admitted that he sent my package to [redacted] Ste 13.Please allow me to remind you,my shipping address was SUITE 8. Let’s see what happened: 1.I placed an order and my shipping address was xxxxx suite 8. 2.I found my package was signed by a stranger.Skinstore insisted they posted my package to the right place,as I didn't get it,my shipping address is unsafe and it would not be used anymore. 3.[redacted] admitted they deliverd my package to XXXXX suite 13(I contacted with the people at suite 13 later but they refused to give my package back.As skinstore has gave me a refund,it’s not on my business anyway). If you insisted there’s an address should be added on your UNSAFE SHIPPING ADDRESS BLACK BOOK,it’s should be suite 13,not mine.Desired Settlement: The lost was caused by [redacted]s fault,why should I take the responsibility and can’t use my shipping address any more?It’s ridiculous. Please apologize for your reckless judgment,and cancel my shipping address from your address black book.

Business

Response:

Dear [redacted],First off, let me apologize for the inconvenience this has caused. Customer satisfaction is my top priority and I am very sorry to hear that you had a negative experience. I take all customer concerns very seriously and it is through feedback such as yours that we can better evaluate our services. I understand that a mistake was made by [redacted] during delivery. We are still able to ship to your address and I am very sorry that you were told otherwise. I have made notes in your account that explain this. Please let me know if you have any questions.Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Dear Sir or Madam,I have placed an order on SkinStore.com on Aug.2,2014,my order number is [redacted].I was attracted to their promo that a FREE deluxe size Jurique Purely Age-Defying Ultra Firm and Lift Cream with any SkinStore purchase of $125 or more before I have bought.I can supply the screen capture on Aug.2,2014 about their promo information)I'm pretty sure I saw the gift pack is 1.7OZ on Aug.2rd when I placed my order,but now I have received is only 0.17OZ, it is very big difference!I sent an email to the customer service of SkinStore to consult this confusion on Aug 13,2014.In the beginning, they admitted that it was their mistake but claim they do not have any of the cream left in stock and give a solution suggestion that give me a link to select an alternative gift.(First time they forgot the link untill I asked )But on their supply link , I could not find any gift could be replaced 1.7oz Jurique Purely Age-Defying Ultra Firm and Lift Cream. Then I replied an email to ask two question:1.There are so many different price,brand gifts on the link of their supply.Due to the different value, could I select a few sum equal to $72 that is the value of 1.7oz Jurique Purely Age-Defying Ultra Firm and Lift Cream?or just can select only one?2.1.7OZ Jurique Purely Age-Defying Ultra Firm and Lift Cream is still sold on their online shop and in stock.I don not understand why you claim that is out of stock.This solution is too much trouble to me .If I insist on this Jurique cream,hope SkinStore can solve this complaint.Next, they did not give me a reply as timely as before.Again in my urging, they gave me a very perfunctory reply as below:We apologize for the error. The Free deluxe size Jurlique Purely Age-Defying Ultra Firm and Lift Cream is only 0.17 oz. Not 1.7 oz.We are very sorry for the inconvenience. If there is anything we can assist you with please feel free to contact us.At this time ,their feedback let my question back to the beginning, and did not answer two questions that I mentioned earlier.Desired Settlement: Due to the mistake promo information of SkinStore.com, I bought a lot of things more than the budget.I think SkinStore must do their duty to keep the same promo rule. Rather than allow consumers to pay for their mistakes.SkinStore should give me the gift 1.7oz Jurique Purely Age-Defying Ultra Firm and Lift Cream.Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Business

Response:

Review: I placed an order #[redacted] on Saturday November 28th. The item was in stock the Mia 2 duo set and available. On Sunday the 29th I receive and email from you telling me that it's on back order. I call on Monday Nov 30th and your agent tells me that the item is in stock and they will contact the warehouse and have them ship it out. Mind you the item was available online on Monday the 30th, but I am told not to order it that the warehouse will be shipping it out. I call back on Tuesday December 1st and am told that the warehouse never shipped the item out and that the item is no longer available.Desired Settlement: I would like to have the set at the price that I was getting.

Business

Response:

Hi [redacted],

Thank you for taking the time to write us about your recent experience. I am very sorry to hear about the negative experience, however, I'm glad that we were able to resolve this for you. I enjoyed speaking with you yesterday and I thank you very much for allowing us to make this better for you. Please let me know if there's anything else I can do for you.

Warm regards,

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

They went above and beyond what I had expected. I thank you and skinstore for their help in resolving this issue. They have changed my opinion of their store.

Review: the product I ordered from the website has no proper information about the ease of use..I didnt know it has manual dial on the side

First I didnt know the product has teeny tine manual dial on the side which is not shown in the picture on the website. Second the dial is so hard and not smooth enough to adjust the micro current level which if not been adjusted properly or monitored can be very damaging to your skin. My skin is very sensitive so I asked the customer that am going to retun this model and instead I'll order the model which has digital buttons and can be monitored while doing face massage. they refused to pay me the return shipping which is expensive and now am stuch with the damaged and not easy to use product because its threading to my facial skin.Desired Settlement: I just want the return shipping to be paid/compensated and the customer service need to be improved and more polite. this is an electronic product for the skin and the return shipping should be on the company because the enough information about the product on the website is not displayed.

Business

Response:

Business' Initial Response

I do apologize for the inconvenience. In regards to the above case number, we believe we have resolved this complaint to the customer's satisfaction. We have contacted the customer and sent them a free pre-paid shipping label as they requested. They will now be able to return the item with no expense to them. In addition, we have issued a full refund for the purchased item. We have attempted to contact the customer to ensure this issue has been resolves. We look forward to hearing from them soon. I do hope they continue to shop at SkinStore.com in the future.