BBB Accredited Business since
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This company offers skin care products.
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A BBB Accredited Business since
BBB has determined that Vine Vera meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Vine Vera include:
- Length of time business has been operating
Factors that raised the rating for Vine Vera include:
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Benny Baskin, President
Number of Employees
Alternate Business NamesSD Cosmetics Inc
Industry TipsInternet Shopping Unproven Medical Treatments
3914 Murphy Canyon Rd
San Diego, CA 92123 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: On September 7, 2013, a Vine Vera sales associate convinced me to come into the store and make a purchase. Unfortunately the sales associate failed to tell me that at least one of the products was made with nut shell powder. I realized this after I got home. As I have a nut allergy, this concerned me greatly regarding all of their products. I went back to the store the following day to discuss the issue with the sales associate, but as the store has a 'no return' policy, she stated she would have to call customer service the following day to see what she could do. On Monday, September 9, she called and stated that customer service would not authorize a refund. She reiterated that all she could do is an exchange. I stated that was not satisfactory and she stated I could contact customer service for further remedy. That afternoon I contacted customer service via their online web form. The next day I received a response asking that I call. That day I called customer service and spoke to *****. ***** was helpful and empathetic. She asked that I send a copy of the receipt and a request for full refund would be sent to the store as they would have to authorize the refund. I scanned and sent a copy of the receipt via email that afternoon. On Thursday, September 19th, I called customer service again as I had not heard anything. ***** stated they were waiting to hear back from the store and nothing could be done until that time. I called again the following week and did not reach anyone. At this time I feel that I have done all I can to rectify this situation on my own. As this issue is a allergy issue, I feel that a full refund is in order. I have offered to return all products (4 in total) to the store as I cannot take the chance of having an allergic reaction. I appreciate the BBB's help in assisting me in receiving a satisfactory resolution to this issue.
Desired Settlement: A responsible company would recognize the risk that their products have on those with nut allergies and be more than willing to provide a full refund, regardless of company policy of 'no refunds'. I desire to have a full refund either in cash or credit to my credit card. I am still willing to return all products although I have no desire to interact with this company further.
Business Response: To whom it may concern !!!
As a followed complaint and a deep investigation on the case ,the company find out that the costumer complaint that was mentioned , have not pass throughout the store management ,with that have not see any reason for any fraud or any issue with the costumer service in the store .
Not all the products are with nuts and not all the products is not fitting the costumer needs!!!! The no refund policy is a policy that the store work with through the service that the store provide while they do the demonstration to fit the product to the costumer and check the sensitivity of the different type of skin .Followed that ,the costumer as a careful shopper for the skincare products, knowing that she has an allergies ,should provide that kind information to the beauty advisor and warn him/her for her concerns (what is never happen ).
We as a company that standing behind the product that we sale ,more then happy to provide a good experience to the costumer will more than happy to fit any product for the costumer for her needs and definitely don't want a disappointment costumer from-our product!
With that, we will more than happy to let the costumer to enjoy her purchase and willing to fit her the right line for her skin without having any nuts in !!!!!!
We will exchange for her the products no questions ask for any line that will fit her needs without any extra charge !!!!!!
We do understand her concerns but we don't see any reason for a refund ,she is more than welcome to come for the exchange in the store !!!
Warm regards and creation of a wonderful day!!
Better Business Bureau:
It saddens me greatly that Vine Vera has chosen to take this line with regards to my request for a refund. I would have hoped that a company that truly had a commitment to women’s health and beauty would have seen the need for a refund.
It appears that the main line of defense of not providing a refund is due to the perception that I did not follow proper protocol. As I mentioned in my initial complaint, I did go back to the store, spoke with the sales person ****. She and I even had a phone conversation on Monday where she told me a refund was not possible and that if I was not happy with that answer to contact their customer service, which I did on multiple occasions without a response. (I even emailed them a copy of my receipt per their request).
The second line of defense they are using appears to be that I ‘should have known to ask’ if nut products were in any of their creams. If you had asked me if I thought some nut product would have been in a cosmetic, I would have responded emphatically ‘NO’. In addition, their strong arm sales tactic did not allow me to even ask what was in the product before the sales associate placed it on my arm.
For several reasons an exchange at this time will still not suffice for me. In addition to believing that I should not be stuck with products that I cannot use, I have since purchased other facial products for use. Also, I am not comfortable donating these items to a charity for fear some other person may have an adverse reaction.
In conducting my research on refunds for cosmetic products, I found that the FDA (Federal Drug Administration) tracks adverse reactions to over the counter products. I will be filing a report with them.
In addition, I will be writing to Westfield, owners of North County Fair Mall to inform them that I can no longer shop at their retail establishment due to the inadequate and rude customer service of Vine Vera.
I understand that the BBB may not be able to further help resolve this situation, but appreciate the help you have provided. Please ensure that if this case is closed after this, that it is not due to satisfactory resolution.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
Problems with Product/Service
Read Complaint Details
Complaint: On April 25th I had the misfortune to cross paths with this retailer that peddles skin care. I had product applied to my eye area as well as to my entire face. I was told that **. ** mentioned and recommended this product on the Oprah show and was shown the stills to various YouTube clips that I could theoretically find for myself on the Internet. I ended up purchasing the product without being told that there were no refunds and that policy was posted nowhere in the retail location.After a few hours, I experienced itching and irritation around the eye area and when I went to examine it, I noticed the skin in the irritated area flaking. After that, I went to the web and started searching for the **. ** recommendations that theoretically existed. I could find none. In fact, I found more complaints like mine. I also found an example where a customer had in fact gotten a refund.At that time, I looked at the receipt and noticed that there were no refunds, which I had not been informed of before I signed.I tried to work with the store and they will not refund my money and in fact no longer want to deal with me. I have contacted the Westfield Town Shopping Center to inform them of the retailers activities and have not gotten support from them either. I am therefor looking to the BBB to resolve this issue and to hopefully get the information about this scam out there.
Desired Settlement: I just want my money back.
Business Response: Dear BBB Representative, The customer has received a full refund for her purchase at the VINE VERA Store. We are sorry to hear she experienced a reaction to one of our products. We thank you for bring it to our attention. Customer Information: ***** **** ******* **** ******* ****** Escondido, CA 92029 Day Time Phone ###-###-#### Evening Phone ###-###-#### ***** ****** Founder & President EBB COACHING&ACHIEVEMENT US: ###-###-#### Email: ***********@**.com Web: www.*******************.com
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
According to my credit card statement I have not received a refund AND I have not been asked to return the product. I would suggest that they notify the store to call me to let me know when I can come in, return the product and receive my refund. I have attached a screenshot of my credit card activity that shows the charge and the lack of refund.
Business Response: There has been a misunderstanding and our customer service is trying to contact the customer ***** **** ******* ###-###-####.
We left the customer a message with a phone number to call.
Thank you for shopping at the VINE VERA store.
Kindly return the products to the VINE VERA store at North County Fair for a full refund of $ 545.00 .
Please bring with you the credit card used for the transaction.
For any questions please contact **** at ###-###-####.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.