Complaints

This profile includes complaints for E Skin Care Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  E Skin Care Store

  120 100 E 1 St North Vancouver, BC V7L 1B1

  
• 

  eSkinStore

  2026 SW 152nd St Ste A Burien, WA 98166

  
• 

  eSkinStore

  1700 7th Ave Ste 2100 Seattle, WA 98101

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 30, 2024 I made an online order from eskincarestore for ten containers of ******** Posay Rosaliac AR, 40ml for $350 plus tax. Despite this product having been discontinued in 2024 by **********************, eskincarestore showed it as being available and in stock. I didn't hear from eskincarestore for six weeks until Feb 14, ****************************************************************** and my **** was charged $392.00. On Feb 18, 2025 I received a package which contained ten containers of a different product by ******** Posay named Toleriane Rosaliac AR. Despite having a similar name it is an entirely different product. The Rosaliac AR I ordered is listed as a "serum" on the bottle and has a brown tint. The Toleriane product delivered to me is listed as a "moisturizer" and has a green tint. I had previously tried the Toleriane green tint and did not like it as it sits on the face like a foundation, whereas the Rosaliac AR absorbs into the skin immediately. The eskincarestore now refuses to refund my $350 purchase claiming that they are the "same" product when they are not. I have sent them photos of the product they delivered to me which shows an entirely different bottle and ingredients. This is a bait and switch scam; eskincarestore is still advertising the Rosaliac AR product as available on their website when it is not available anywhere. I ordered the Rosaliac AR and since eskincarestore did not fulfill my order then I require a full refund.

  

  Business Response

  Date: 05/03/2025

  Dear ***** ****,
  
  We are sorry to hear that you are not satisfied or have received defective item(s) on your order 310581.
  If you are not completely satisfied with your online purchase due to any reasons such as allergic reaction or adverse effects, you can easily return the item for replacement, refund, or store credit. 
  Get your *** number
  Box it up
  Ship it back
  
  Get your *** number. *** simply stands for Return Merchandise Authorization. We would need your order number and reason for the return. The *** number is usually issued and emailed within ***** hours. Here's how:
  
  Fill out the *** request via your online account; 
  Live Chat
  Phone Call
  
  
  Box it up.
  
  Once your *** is approved,
  
  Put the item and everything else it came with, back in its original packaging. Make sure its all there: product, accessories, parts/pieces, manuals, etc. But keep your free samples or gifts - those are yours!
  Write the *** number on a slip of paper and put it inside the original packaging as well.
  
  
  Ship it back to us. We will take care of the rest.
  eSkinCareStore
  **************************************************************************************************
  ******
  
  
  Our customer service and beauty specialists will be in touch with you to make sure your return requests are on the right track and to help you find the right products most compatible with your specific needs.
  
  OUR RETURN POLICIES
  
   Defective Items:  All defective items may be returned for exchange or refund. No restocking fee is required for defective items.
   Unwanted Items:  All unwanted items may be returned if unopened and not used.
   Shipping Costs:  Customers are responsible for the cost of shipping items back.
   Restocking Fee:  Non-defective returns are subject to a 25% restocking fee.
   Return Labels:  We provide Return Labels for orders from ****** with defective items only.
  Special Items: No return will be accepted on products sold at special or discounted prices.
   Periods of Validity:
  0-30 days: Return for a refund or store credit
  ***** days: Return for store credit
  
   Processing Time:  Returns will be processed within 2-3 weeks after the items are received in our warehouse.
  
  Refunds: A 25% Restocking fee will be applied to all refunds except for approved defective items. Shipping charges are non-refundable.
  Gift Cards and Discounts: If you have redeemed a Gift Card or discounts on your order, the total Gift Card value and discounts will be deducted from the refund.
   Locations:  Currently we only accept returns for orders from *** and ******. However, if you ordered from other locations and are not satisfied or received defective products, please contact us with detailed information regarding your item, and our customer service will be happy to assist you.
  Right to ***************************** reserve the right to refuse requests and deny returns due to policy abuse and reasons that are beyond our Satisfaction Guarantee policy. We do not accept returns due to delays in shipment or delivery or reasons that are beyond our control.
  
  Once you've sent the product back to us, we'll process your return request according to the agreed upon Terms and Conditions applicable to your area.
  
  Questions or concerns? 
  Please visit our Help **************************** Reps. ******************** to Friday: 6:00 AM to 6:00 PM
  Saturday: 9:00 AM to 6:00 PM
  Sunday: Closed
  
  eSkinCareStore

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 23021113
  
  I am rejecting this response because: eskincarestore has not given me an RMA. I have attempted to get an RMA by live chat, phone calls and through my account log-in. Their response to my BBB complaint should be to send me an RMA, not to instruct me to request one when I have done so already multiple times by phone, email and through my account.   
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 13/03/2025

  Hi ***** ****,
  
  Good News! Weve processed your total refund of $392.00 for your item(s) from order #******.
  
  Reversal may take 1 to 2 billing cycles or 3 to 5 business days for local credit cards (US and ******), and up to 10 banking days for international credit cards, depending on your bank's processing time.
  
  
  Questions about your refund?

• Initial Complaint

  Date:28/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/19/25, I think laced an order (ESK-6377). As of 1/27/25, I have yet to receive tracking information concerning my order.

  

  Business Response

  Date: 28/01/2025

  Dear ****** ****,
  
  We're sorry your order # ESK-6377 has been canceled.
  
  
  Reason for Cancellation:
  Customer Request Due to Back Order / Back Order Delay
  
  Your payment has been scheduled to be refunded.
  you will be sent another email once the refund has been completed
  
  
  We value your patronage and hope you will keep doing business with us. Thank you again for shopping with eSkinCareStore.
  
  
  
  Questions or concerns? 
  Please visit our Help **************************** Reps. ******************** to Friday: 6:00 AM to 6:00 PM
  Saturday: 9:00 AM to 6:00 PM
  Sunday: Closed
  
  eSkinStore
  

• Initial Complaint

  Date:30/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:14/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:28/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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