ComplaintsforE Skin Care Store

• Initial Complaint

  30/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered Glytone lotion Dec 10, 2023, and then found out product was on back order. The date when it would be available kept on changing. They hadn't charged me yet and had mentioned to me when I had called I wouldn't be charged until it was shipped. Today, 26 Jan ****, I called them to cancel the order, and they did, and sent me an email confirming cancelation 6:27pm EST. I checked my credit card online and they had put through a charge at the exact same time 6:27 for *****/ I immediately called them back to say that they just put through a charge for the order, and why? I was told they didn't, and if there is something showing on my credit card, there's nothing they can do.

  

  Business response

  30/01/2024

  Dear Client, Please rest assured that we do not charge any order before it is ready for shipment. Any order that is cancelled after it is charged will be refunded daily. The refund will show on the credit card within 1 to 3 business days. If you still believe this is not the case, please provide your order number or email address or send an email to ************************************* or ******************************** so that I can look into your account.

• Initial Complaint

  14/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date 11/23/2023, received invoice that stated item is waiting to be shipped and item has shipped. Didnt receive a shipping confirmation for almost a month. Called probably over 30 times with no answer and also spoke to someone 3 different times where they said your product will ship tmr and you will receive a shipping confirmation email in 24hrs. This did not happen on 3 separate occasions. Another call that was finally answered the guy said they were short handed. Another call they said they were waiting on a plane. And yet another call the man said he wasnt really sure what was going on and when I asked for a refund he simply couldnt give me an answer.

  

  Business response

  14/12/2023

  Dear ***********************,

  We are so sorry to hear about the delay in shipping this order. We have been trying to get a replacement from supplier for the defective item, however the supplier was unresponsive. This order has been cancelled and fully refunded.

  Please accept our sincere apology and let us know if there is anything else we can do to your satisfaction.

  Sincerely,
  eSkinStore

   

• Initial Complaint

  28/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1.Items ordered on July 4 2023 (attached copy);2.Order received on August 1 2023 during my summer holidays;3.Phone call to ******** Services on August 15 to report four defective items;4.Email sent to ******** Services on August 16 according to instructions given on the phone on August 15 (attached email copy);5.RMA approved. Return Shipping Label provided on August 17 according to Return Policy no.5 (attached email copy and Returning Policies);6.Refund of $125.55 issued on August 23. Insufficient amount. ******** Services contacted by phone. Supervisor is supposed to call me back. No phone call; 7.Second refund of $41.86 issued on August 25. Amount of refund still insufficient. No phone call yet and no written explanations;8.Detailed email, supported by annotated invoice and Return Policies, addressed to ******** Service Manager on September 4 2023. Acknowledgement of receipt and final settlement required by September 15 (attached email copy). Ignored;9.Complaint filed with BBB on September 28. Pending refund of $121.18. Explanations in September 4th email and annotated invoice #******, both attached.

  

  Business response

  10/10/2023

  Dear ***************************,

  We have refunded for your returned items for the amount of $167.41 in two separate refunds.
  

  The third item was a kit that you only returned the partial kit and kept the reminder. Please return the full content of the kit for additional refund

  Customer Service
  

  **********************

  Customer response

  17/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The response is not satisfactory for three reasons:
  
  1.The two refunds issued for a total of $167.41 dont even cover the price before taxes of three of the four defective items returned. No explanations provided either in emails or through *************************** **** was as confused as I was and told me a supervisor would call me back. No feedback, no phone call. (Attached: Invoice with Notes as of Oct 2023)
  
  2.The number of defective items returned is neither two, nor three. It is four. Two Priori Lip *******, one Priori Sunscreen and one Priori Active Cleanser which was part of the kit/trio. The four items were returned according to **************** steps and instructions (Andi) given on the phone. The call was supported by an E-Mail showing pictures of the four defectives items with detailed explanations. (Attached: Email Aug 16, 2023 Defective Items)
  
  3.The four defective items were sent back on August 17th using the Return Label provided by ESK according to there Return Policies. On the same date, **************** confirmed that only the defective item, the Priori Cleanser, which was part of the kit/trio, had to be returned!
  
  I expect ESK to respect its return policies. Therefore, I expect ESK to issue a final refund so that the total refunds correspond to the price paid for the returned items including taxes, meaning:
  
  1.As the company changes its mind regarding the kit/trio, I will gladly return, with the trio box, the two items that are part of it: Priori DNA fx221 Recovery Serum and Priori DNA Intense Recovery Creme. Both products have never been used, expiry date: July and August ****. I expect ESK to provide a return label. (Attached: Two Items part of Kit/Trio)
  
  2.Once both items are returned, a final refund of $ ****** is expected (Refer to attached invoice):

  
  4 items returned in August plus 2 items to be sent back (part of the kit) once Return Label is received:
  TE-252-15 Priori Tetra Lip Shield                                                 $  27.00
  TE-252-15 Priori Tetra Lip Shield                                                 $  27.00
  TE-251-50 Priori Tetra fx251 Sunscreen                                      $ 128.00
  9421-Priori Active Recovery Trio                                                 $ 275.00

                                                 
  Total Price of Items before Taxes                                                 $ 457.00
   QST / GST Taxes                                                                         $  68.44  

  
  Total Refund                                                                                  $525.44
  First Refund, August 2023                                                            ($125.55)
  Second Refund, August 2023                                                       ($ 41.86)

  
  Final Expected Refund                                                                   $******  
  
  Sincerely,
  
  ***************************

  

  Business response

  17/10/2023

  We have received the following items on this order:

  2 items:1Priori Tetra Lip Shield Broad Spectrum SPF 20, 4.3g/0.15 oz (TE-252-15)
  

  Total price: $54

  Discount: 20%

  Paid by customer: $43.20

  
  1 item:1Priori Tetra fx251 - Tinted Sunscreen SPF 55, 50ml/1.7 fl oz (TE-251-50)

  Total Price: $128

  Discount 20%

  Paid by Customer: $102.40

  1 item:1 Priori Q+SOD fx210 - Active Cleanser, 180ml/6.1 fl oz (Q-210-180)

  This item is not in your order and it is part of the kit below:

   9421 - Priori Active Recovery Trio, 1 set 

  This item may not be refunded since the complete set was not returned.

  Total before Tax: $102.40 + $43.20 = $145.60

  Tax Rate: ******% for ******

  Total Eligible Refund: $167.41

  We have refunded in two installments: 
  

  8/23/2023 5:00:24 PM
  Refund - Completed
  $125.55

  8/25/2023 6:03:25 PM
  Refund - Completed
  $41.86

  Total Refund received = $167.41 matching the Total Eligible Refund: $167.41
  

• Initial Complaint

  18/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered ******* Stretch Marks Prevention Cream from eskinstore on November 3rd, 2021, and did not ever receive the product that I ordered. Instead, eskinstore sent me an incorrect product, ******* Stretch Mark Cream. These are two completely different products- the ingredient statements are different. Later that month, I asked eskinstore multiple times to send me a return label so that I could return the incorrect product and receive a refund. Eskinstore refused to send me a return label, even after I contacted them multiple times via email and phone to prove the incorrect product was sent with photos and lists of the differing product’s ingredient statements. I went to my credit card company to dispute the charge. Now, eskinstore contacted me on February 17th, 2022 asking for another form of payment for the product, or they will seek collection actions against me. They have not responded to any of my inquiries, but are threatening my credit score by threatening to go to collections. This is ***** and they need to be stopped. Because they won’t respond to me, I don’t know what else to do.

  

  Business response

  18/02/2022

  We have not received the products that we have shipped and delivered to you by ****** ****.

  We have advised you of our return policy, however the payment for the products have been charge backed instead.

  Here is the proof of shipment and delivery link:

  Tracking #:
  **********************
  
  Service-Name:
  ****
  
  
  DATE LOCATION EVENT
  ******** *** **** ***** ** ****** **** ** ********** ***** *******

  Customer response

  22/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: the product that was delivered to me was not the product I ordered. eSkinStore never sent me a shipping label to return the incorrect product, to complete their return policy. Therefore, I resorted to going to my credit card company to dispute the charge. I sent eSkinStore proof that the product they sent me was the incorrect product, with photos and lists of the differing ingredient statements in each product (attached in this message also). I spoke with them on the phone today, February 22nd, 2022, and they refuse to admit that they sent me the incorrect product, even after I provided them with proof. Back in November when I submitted the original issue with photos, eSkinStore never responded to me. Now they are threatening to go to collections for payment. This is the most shady and unprofessional business practices, bordering *****. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  04/03/2022

  Refund made via check due to an old transaction.
  Check#***** in amount of $148.04 mailed out on March 3rd to customer address already, please notify customer. 
  
  Thank you.

• Initial Complaint

  18/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’m filing this complaint against eskincare store, I placed an order for two skincare products for the amount of 148.02, after one use the items ***** ** **** I phoned them explaining the situation I was told they would send a return label for items. After that they stopped communicating with me their phone representative kept lying to me that some one would get back to me but that never happened. The outcome I would like from them is my refund

  

  Business response

  18/01/2022

  We are sorry to hear that your concern has not been handled properly.

  Please provide your order number so that I can send you the return label.

  Please note our return policy poste at:

  Customer service - Return Policy (eskinstore.com)

  Customer response

  19/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Iam sure my name is familiar, I’ve been trying to sort this out for some time now, and it is unacceptable 

  how you treat customers. The order # is ****** the incident regarding this order was documented about it arriving to a wrong destination, I since been trying to get a new return label so these 2 items can be sent back. Please do better as a business, this situation should of been dealt with sooner 

   

  
  

  Customer response

  15/02/2022

  I’m still waiting for my refund from your company, you’ve received the defective items back. I also will never shop with your store again and I’ll let others know *** ***** *** ***** **** ******** **. I’m done with the run around and need my money back for the total of 148.02. 

  

  Business response

  17/02/2022

  We have received your request regarding the refund for your returned item.

  Please note that this order was shipped May 2021 about 9 months ago. Our return policy allows a return for up to 60 days as posted and agreed by you once you ordered from us.

  However since you have been a long time customer we have accepted your returned item.

  There is no possible way for us to refund such an old transactions via our online processor.
  
  Maximum time period for a refund is within 3 months after the funds have been captured.

   

  As an alternative we have offered you for a store credit that you may use in your future orders.

  We may also send the refund via checks to your resident.

   

  Please contact us and let us know how you would like to proceed.

   

  Sincerely

  Managent

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩