Complaints

This profile includes complaints for SNOW Cosmetics LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SNOW Cosmetics LLC

  4401 E Baseline Rd Ste 103 Phoenix, AZ 85042-7458

  
• 

  SNOW Cosmetics LLC

  7181 E Camelback Rd Scottsdale, AZ 85251-1279

  
• 

  SNOW Cosmetics LLC

  4602 E Elwood St Ste 16 Phoenix, AZ 85040

  

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:06/05/2025

  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.

  I placed an online order on May 17, 2025 for $280.80 for a wireless whitening kit and purple teeth ******** serum. When I made the purchase I paid for ********************* shipping which included all duties and taxes. I received the ******** serum on May 22. According to ******* my order was sent in two shipments and as of todays date which is June 5, 2025 I have yet to receive the wireless whitening kit. There was a tracking number created with Fed Ex ************ and that is it, since then it hasnt left the ***I have emailed their contact us email via the website twice to ask about the status and received no response.

  

  Business Response

  Date: 06/09/2025

  Hi ******, 

  Thank you for reaching out and giving us the opportunity to address your concerns. Were truly sorry for the inconvenience you experienced with your recent order.

  We completely understand how frustrating delays and shipping issues can be. While this is not typical of our standard shipping process, we are currently facing logistical limitations that prevent us from shipping our wireless whitening kits internationally. Please know that our team is actively working on a solution, though we do not yet have a confirmed timeline for when this will be resolved.

  In the meantime, wed be happy to issue a refund for the shipping cost, and as a gesture of goodwill, wed like to offer you a 20% discount code for use on a future order.

  If this resolution works for you, please let us know and well process it right away. If not, you're welcome to reach out to our customer support team at ************************************* to discuss alternative options.

  Once again, we sincerely apologize for the inconvenience and truly appreciate your understanding as we work to resolve this issue.

   

  Regards, 

  The SNOW Team

  Customer Answer

  Date: 06/09/2025

  I appreciate the timely response and I do accept the steps taken to resolve this complaint.

  I just wanted to clarify with the business that I was billed the full amount of the purchase on my credit card of $280.80 which was for the wireless whitening kit and the purple serum.  So when they state they are going to refund the shipping cost, I just want to confirm, they are issuing a refund for the cost of the wireless whitening kit and its shipping? I believe the whitening kit was $131.  

  If that is the case, then consider this resolved. 

  Thank you in advance. 

   

  

  Business Response

  Date: 06/13/2025

  Hi ******, 

  Thank you for following up. Your satisfaction is important to us, and we appreciate the opportunity to make things right.

  As requested, we have processed a refund of ****** CAD to your original method of payment. Please allow 35 business days for the funds to appear in your account.
  Here is the breakdown of the refunded amount:

  DiamondSeries Wireless Teeth Whitening Kit with Hydroxyapatite: ****** CAD
  Shipping: ***** CAD

  Once again, we sincerely apologize for any inconvenience this may have caused. If you have any further questions or need assistance, feel free to reach out to us directly. 

   

  Regards, 

  The SNOW Team

   

  Customer Answer

  Date: 06/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair 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.

  Their website does not have a working link to manage subscriptions so without contacting the company directly, you can't cancel subscriptions. There is a place in the website with what looks like the option, but it goes no where.

  

  Business Response

  Date: 06/05/2025

  Hi *******, 

  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration or inconvenience this situation may have caused.

  Please know that this is a known issue, and our team is actively working to resolve it as quickly as possible. After reviewing your account, we can confirm that your subscription was canceled on the same day you contacted us. We appreciate your patience and understanding as we work to improve the experience for all of our customers.
  

  We are extremely quick at processing orders to ensure that our customers receive their products as soon as possible. Because of this rapid processing, were unfortunately unable to cancel an order once it has been placed. However, youre welcome to arrange a return once the package is delivered. For more information about our cancellation and return policy, please visit *************************************************************

  As a token of our apology, wed like to offer you a $15 discount code for use on any future order: X66VHDXPHQSH.

  If you have any further questions or need additional assistance, please dont hesitate to reach out to our support team directly. Were here to help and appreciate the opportunity to make things right.

   

  Regards, 

  The SNOW Team

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair 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 something and never received shipment and support has not answered. No phone number to call.

  

  Business Response

  Date: 05/15/2025

  Hi ******, 
  
  Thank you for bringing this matter to our attention and we sincerely apologize for any inconvenience this may have caused. 
  
  Upon review, it appears that one of our customer service agents already responded to your email. Based on the tracking information, your order has been successfully delivered to the address below. 
  
  ****************
  ****************
  
  Tracking link: ******************************************************************************************************************
  
  Could you please check all possible delivery areas around your home, such as the patio, porch, back door, side door, or with any neighbors? Its worth considering if someone in the neighborhood may have received the package by mistake.
  
  If you're still not able to locate the package, what we can do is have you fill out a claim and then issue a replacement with a signature upon delivery. This way we ensure you or someone at your home can take possession of it and it does not get lost twice. To proceed, simply respond to our email, and well forward you a copy of the claim form. 
  
  Once again, we apologize for the inconvenience this has caused, and we appreciate your understanding. We look forward to hearing from you.
  
  
  Regards,
  The SNOW Team

• Initial Complaint

  Date:04/23/2025

  Type:Delivery 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 a package from Snow with a quantity of two Magic Strips. (see photos-you can see that it says quantity #2 on the Magic Strips on the email confirmation of the order) And on the package insert, you can see they only sent ONE.)And by the way, on the bill it is very misleading because the I was charged for two, but only received one. And also the Morning Frost toothpaste comes in a two-pack so that is also misleading because I wasn't charged for two individually they come in a two pack. And also, it was a gimick like you get a free lip balm and free mouthwash(I forget which one but one of those was free) I attempted to get a hold of them for over a year. A friend told me about the BBB I did not know that you guys could help me or I would of sent this complaint sooner. Please see emails I have left, voicemails, photos, and bill. I have never gotten one response from Snow Cosmetics, LLC. But they send me emails, but ignore my email and my problem. This has got to be illegal.

  

  Business Response

  Date: 04/24/2025

  Hi *******, 
  
  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced. We understand how disappointing it must have been to receive an incomplete order and then not hear back from us despite your multiple attempts to contact our team.
  
  After reviewing your order and communication history, we sincerely regret that your concerns were not addressed immediately. Unfortunately, it appears that your original emails were inadvertently closed by our automated support system before a representative could manually follow up. This is not the standard of service we aim to provide, and we deeply regret the oversight. We are actively reviewing our processes to ensure this does not happen again in the future.
  
  Regarding your order, we acknowledge the discrepancy youve described concerning the Magic Strips and any confusion surrounding the Morning Frost toothpaste packaging and promotional items. We truly want to assist in resolving this, but due to the amount of time that has passed since the original purchase, our system is no longer able to process a refund.
  
  While we're unable to issue a refund at this time, we'd still love the opportunity to make it right. We're offering you store credit equal to the value of the missing item, plus an extra $15 as a token of our apology. This credit never expires and can be used toward any future purchase.
  
  Please let us know if you would like to proceed with this offer, and we will get the store credit issued right away.
  
  Again, we are truly sorry for the inconvenience and appreciate the opportunity to address your concerns. We value your feedback and hope to provide a better experience moving forward.

   

  Regards,
  Angeli
  The SNOW Team
  
  

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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 placed an order with Snow ********* on December 9, 2024 for $406.73 for oral care products. I requested a full refund under their (60) day money back guarantee on February 3, 2025. This was within the (60) day return policy. I reached out numerous times via their email and their customer service support phone number. I received an automated email wanting me to fill out an adverse event form. There products caused severe adverse effects (sensitivity & peeling) to my wife's mouth. I filled the form out in February 2025 and emailed it back to them per their request. After I filled it out, I never received a response back from them with regards to the form. They stated that they would be in contact with me within (48) hours but it never happened. When I try to contact them to get a current status, I get no response via email nor their customer service support number. The number always states that there is nobody available and that you can leave a message. I have left a voicemail message on several different occasions with no response from them. All I want is someone from Snow to respond to me that's human so that I can receive the full refund that I requested. This kind of practice is very unethical for a business. I feel as though I have been scammed out of $406.73 for a product that didn't work and caused severe pain and severe adverse reactions for my wife. I do not want to take it to the point of filing a tort claim with an attorney for a wrongful act that resulted in financial/physical damage but I may have no other option if I cannot get this matter resolved.

  

  Business Response

  Date: 04/09/2025

  Hi ******, 
  
  Thank you for bringing this matter to our attention. We acknowledge that you have not received a resolution as quickly as we would have liked to have provided one to you. We sincerely apologize for the delay in resolving this matter and for the inconvenience you've experienced with getting a refund for your order. 
  
  We have processed a refund of $351.21 to your original payment method. Please allow 3-5 business days for the funds to reflect in your account. Since the return window has closed, the system won't allow you to submit a return request through the portal. However, you can still return the items to us, and we will reimburse the shipping cost via store credit. Once we receive the package at our warehouse, we will process the refund for the remaining items: the Nano-Hydroxyapatite Teeth Whitening Toothpaste and Postbiotics Microbiome Mouthwash.
  
  Please note that you may keep the electric toothbrush and whitening kit, as they are complimentary gifts included with your order. In the future, you can still file warranty claims for these items if needed.
  
  Again, we apologize for the inconvenience, and we appreciate your patience as we work to resolve this matter. If you have any further questions or need assistance, please dont hesitate to reach out to us directly.
  
  
  Regards,
  Angeli
  The SNOW Team
  
  

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair 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.

  I purchased a kit from Snow more than 2 years ago. I deliberately did not subscribe to refills. Apparently theyve been sending refills once a year and charging $48.81 per year. Theyve been sending them to my old address, so I didnt even know.When trying to contact Snow and/or end the subscription on their site, all the pertinent links are dead. There is no way to contact them live or end the subscription.When you send them an email on the matter (to *************************************** you receive a LONG automated email about unsubscribing! They literally have an auto reply set up to deal with this type of complaint pointing you to the unsubscribe process thatagaindoesnt work.I cannot believe the level of fraud here, nor how this has gone on for so long.

  

  Business Response

  Date: 04/08/2025

  Hi ***, 
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or confusion caused by the subscription.
  
  Please note that your order from December 29th, 2023, for 3 packs of Extra-Strength Serum includes a subscription. You may not have noticed that you selected the subscription option when you chose the subscription price, which is lower than the regular price.
  
  Upon review, it appears that you have already been in contact with one of our **************** Agents via email, who confirmed that your subscription has been successfully canceled.
  
  Once again, we apologize for the inconvenience and disappointment this has caused, and we appreciate your understanding. If you have any further questions or need assistance, please dont hesitate to reach out to us directly.
  
  
  Regards,
  Angeli
  The SNOW Team
  
  

  Customer Answer

  Date: 04/08/2025

  I do not believe I ordered a subscription. Further, the AUTOMATED email response I received from my complaint suggests that Im not the only one. Its clear that this shady business practice is normal for them. So, they create an automated email responding to the customers who must have been confused. Its awful business at best, but more likely fraudulent. Ill chase the charges through my credit card company. I dont have time or patience to argue with a business that deliberately takes advantage of customers. This is literally their business model, so Id need to spend more time than its worth to poke all the holes in their shadiness. 

  

  Business Response

  Date: 04/09/2025

  Hi ***, 
  
  Thank you for following up. We sincerely apologize for the frustration and confusion this situation has caused you. We take all customer feedback seriously and strive to provide transparent, honest service.
  
  The purpose of the automated message you received is to provide immediate assistance while you wait for a response from one of our Customer Support agents. We understand that this may have caused additional frustration, and we regret that it contributed to your dissatisfaction.
  
  We can confirm that your order includes a subscription, as indicated by the price you paid for the item. The subscription price is typically lower than the regular price, which is how we differentiate between one-time purchases and subscriptions. Though the website states that it's a subscription, we understand that this may not have been clear at the time of purchase, and we apologize for the confusion. Well make sure to review the website and product listings to make revisions that will provide better clarity for our customers moving forward.
  
  Since you've already filed a dispute with your bank, we will fully cooperate with them to resolve the matter as quickly as possible. 
  
  Once again, we apologize for any inconvenience, and we truly appreciate your understanding. Should you need any further assistance, please don't hesitate to reach out to us directly. 
  
  
  Regards,
  Angeli
  The SNOW Team

  Customer Answer

  Date: 04/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** ********
  
   
  

• Initial Complaint

  Date:04/01/2025

  Type:Delivery 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 placed an order (# SNOW501752708) with SNOW on 20-Feb-2025 (over a month ago!) worth $194.51 with PRIORITY SHIPPING and it still has not shipped. I have contacted **************** several times via chat, email and phone and they have been no help at all. Chat representatives were not able to provide me with an estimated ship date nor any explanation for the delay. Phone **** were as useless as the chat **** or the call is discontinued before I can even speak to someone. I go through automated prompts, request to speak to a representative, get transferred and then get an automated message stating "Sorry, the phone number was not found." They have not responded at all to my email. Website says it typically takes 2-5 days for processing. This is absurd. They lure you in with an introductory offer (first order at the beginning of February 2025 was processed and shipped quickly with no issues) and then apparently lose interest in serving their customers. I would like an explanation for the delay, an expected ship date or a refund with a guarantee that if I place the same order in the future I will get the same sale prices and free gifts.

  

  Business Response

  Date: 04/02/2025

  Hi *******, 

  Thank you for bringing this matter to our attention. We acknowledge that you have not received a resolution as quickly as we would have liked to have provided one to you. We sincerely apologize for the delay in resolving this matter and for the inconvenience you've experienced with your order and interactions with our Customer Support Team.

  Our records indicate that your order contains the Magic Booster Powder and Whitening Toothpaste which are listed as presale items. We do not have them in stock at the time that the order was placed, which caused the delay in fulfillment. A batch of the Magic Booster Powder has already arrived at our warehouse however, we still do not have the Whitening Toothpaste in stock. While we are actively working on restocking it, we unfortunately dont have a confirmed timeline at this moment.

  I can confirm that you have free priority shipping. Just to clarify, priority shipping applies to the time from when the package leaves our warehouse until it is delivered. Unfortunately, it does not impact the wait time for backordered items.

  If you'd prefer, we can split your order to ship the available items ahead, and send the Whitening Toothpaste separately once it becomes available.

  Again, we apologize for the inconvenience, and we appreciate your patience as we work to resolve this matter. If you have any further questions or need assistance, please dont hesitate to reach out to us directly.

   

  Regards,
  Angeli
  The SNOW Team
  
  

• Initial Complaint

  Date:03/31/2025

  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.

  I purchased several products from SNOW on March 10th totaling approximately $235. To date the items have not been shipped. I have emailed customer service three times asking when items would be shipped and received the standard email system responses. I also logged into the SNOW website to check on my order and got a notification that my shipment was delayed due to a backorder on whitening toothpaste, however I DID NOT order whitening toothpaste. Also NONE of the products that I bought were pre-sale items or items on backorder so there is no reason for the delay. SNOW's website says products ship in 3-5 days. Finally on March 25th, ***** from SNOW responded to my 2nd email (attached) and apologized for the delay. She said that she sent a request to the fulfillment center to complete my order and that I would get an email with tracking details. As of today 3/31, I have not received an email with tracking info or additional notification from SNOW. This is beyond frustrating! I have never seen a company blatantly take people's $ and delay fulfillment/ shipping for almost a month or not have the product in stock but they are still selling the product online. I was so excited to finally purchase from SNOW and now I am totally frustrated and disgusted. I want all of my products to be sent **** or an immediate refund!

  

  Business Response

  Date: 04/01/2025

  Hi Fenecia, 

  
  Thank you for bringing this matter to our attention. We acknowledge that you have not received a resolution as quickly as we would have liked to have provided one to you. We sincerely apologize for the delay in resolving this matter and for the inconvenience you've experienced with your order and interactions with our Customer Support Team.
  
  Upon review, it appears that your order includes the Magic Whitening Toothpaste Booster Powder, which was listed as a presale item at the time of purchase. This is the reason for the delay in fulfillment.

  I am happy to inform you that a batch of the Magic Whitening Toothpaste Booster Powder has already arrived at our warehouse and your order is now being processed. Please note that your order will be shipped in two separate shipments, as the Magic Booster Powder is being sent from a different warehouse. You will receive tracking notifications via email once both packages have shipped.

  Once again, we apologize for the inconvenience, and we appreciate your patience as we work to resolve this matter. If you have any further questions or need assistance, please dont hesitate to reach out to us directly.
  
  

  Regards,
  Angeli
  The SNOW Team
  
  

  Customer Answer

  Date: 04/06/2025

  Good morning! It's been 5 days and I have yet to receive an email regarding shipping or tracking info from SNOW per your response provided. If the Magic Whitening Toothpaste Booster Powder is being shipped separately from a different facility /location because of a delay, then why have you NOT shipped the other 5 products that I purchased?

  

  Business Response

  Date: 04/09/2025

  Hi Fenecia, 
  
  Thank you for following up and I'm sorry to hear that you did not receive the tracking information for both shipments. Upon checking your order, I see that both packages have shipped and you may find the tracking information below. 
  
  **************************************************************************************************************
  
  *********************************************************
  
  Again, we apologize for the inconvenience, and we appreciate your patience as we work to resolve this matter. If you have any further questions or need assistance, please dont hesitate to reach out to us directly.
  
  
  Regards,
  Angeli
  The SNOW Team
  
  

  Customer Answer

  Date: 04/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ***
  
   
  

• Initial Complaint

  Date:03/25/2025

  Type:Delivery 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 placed an order (# SNOW501752708) with SNOW on 20-Feb-2025 (over a month ago!) worth $194.51 with PRIORITY SHIPPING and it still has not shipped. I have contacted **************** several times via chat, email and phone and they have been no help at all. Chat representatives were not able to provide me with an estimated ship date nor any explanation for the delay. Phone **** were as useless as the chat **** or the call is discontinued before I can even speak to someone. I go through automated prompts, request to speak to a representative, get transferred and then get an automated message stating "Sorry, the phone number was not found." They have not responded at all to my email. Website says it typically takes 2-5 days for processing.This is absurd. They lure you in with an introductory offer (first order at the beginning of February 2025 was processed and shipped quickly with no issues) and then apparently lose interest in serving their customers. I would like an explanation for the delay, an expected ship date or a refund with a guarantee that if I place the same order in the future I will get the same sale prices and free gifts.

  

  Business Response

  Date: 03/26/2025

  Hi *******, 

  Thank you for bringing this matter to our attention. We acknowledge that you have not received a resolution as quickly as we would have liked to have provided one to you. We sincerely apologize for the delay in resolving this matter and for the inconvenience you've experienced with your order and interactions with our Customer Support Team.
  

  Our records show that you ordered the Magic Booster Powder and Nano-Hydroxyapatite Teeth Whitening Toothpaste, both of which were listed as preorder items on our website. Unfortunately, these items were not in stock, which led to the delay in fulfillment.

  After checking, I can confirm that a batch of the Magic Booster Powder has already arrived at our warehouse, but the Nano-Hydroxyapatite Teeth Whitening Toothpaste remains out of stock. While we are actively working on restocking it, we do not have a confirmed restock date at this time.

  If you'd prefer, we can split your order. We can ship the items that are available now, and send the toothpaste separately once it is back in stock. 

  Again, we apologize for the inconvenience, and we appreciate your patience as we work to resolve this matter. If you have any further questions or need assistance, please dont hesitate to reach out to us directly.
  
  

  Regards,
  The SNOW Team

• Initial Complaint

  Date:03/24/2025

  Type:Delivery 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.

  Date of transaction was January 25, 2025. Order #SNOW501712262. I have not been updated at all by the business as to why my order has taken almost 3 months. I was also charged for a "Snow Order Protection" fee of $10.07 that I was unable to opt out of at the time of my purchase. When I go to track the order it shows as "partially fulfilled" indicating that the "order protection" has been delivered. I have not received any products. On their "Shop" app profile, I was unable to contact them. A phone # was available and it went to a voicemail requesting that customers leave a message. I left a message on March 17th, with my name, order #, and requested a full refund--it was never addressed by the company. Very poor communication by this company regarding customer service issues.

  

  Business Response

  Date: 03/25/2025

  Hi Megumi, 

  Thank you for bringing this matter to our attention. We sincerely apologize for the delay in resolving this issue and any inconvenience it may have caused.

  Our records indicate that your order includes the Magic Booster Powder, which is listed as a preorder on our website. We do not have it in stock, which caused the delay in fulfillment. We've processed the cancelation and refund of your order, SNOW501712262. Please allow 3-5 business days for the funds to reflect on your account. 
  

  Again, we apologize for the inconvenience, and we appreciate your patience as we work to resolve this matter. If you have any further questions or need assistance, please dont hesitate to reach out to us directly.

   

  Regards,
  Angeli
  The SNOW Team