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Online Shopping

Westmore Beauty

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 49 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2025

    Type:Product 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 am writing to file a formal complaint against Westmore Beauty regarding a recent negative experience I had with their product and customer service.I placed an order with ********************** on [insert date], and despite multiple follow-ups, I have experienced [briefly describe the issue: e.g., a significant delay in delivery, faulty or misleading product, unauthorized charges, inability to get a refund, etc.]. I contacted their customer service several times via email and/or phone, and I either received generic responses or no meaningful ************* a consumer, I feel deceived and mistreated. The companys conduct demonstrates a lack of accountability, transparency, and customer care. I am requesting a full refund and an investigation into their business practices. I believe this company should be held accountable for its poor service and questionable policies.Please let me know the next steps in resolving this issue.

    Business Response

    Date: 07/22/2025

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

    Date: 7/18/25

    Complaint ID: ********
    Order: NA

    Dear Ms.*******,

    Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

    Unfortunately,we are unable to locate a Westmore Beauty order or account in your name with the information you provided.  If you ordered from our website you would have received an order confirmation email containing an order number in a different format (alphanumeric) than the one you provided.   For us to review your concerns we will need that number, as well as the name and full address where the shipments were sent if they differ from what you provided.   Once we receive this information, we will take immediate action on your behalf. You can forward any additional information to the Better Business Bureau of ********, ** in the form of a Rebuttal to this complaint.

    Please be advised, there are other authorized sources to purchase Westmore Beauty products such as ******, Ulta Beauty and ******* and regrettable also from unauthorized third-party sellers.  If you have purchased from a different source than our official website you will need to contact that merchant directly for assistance.

    Thank you for your understanding in this matter.

    Sincerely,

    ****** *.
    Contact Center Operations Director

    Customer Answer

    Date: 07/23/2025

     
    Better Business Bureau:

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

    Sincerely,

    ***** *******
  • Initial Complaint

    Date:06/13/2025

    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.
    On 5/20/2025 my order number is *****. I ordered buy one get one Golden Radiance/ with brush body coverage. I have yet to receive my order. I pd. $44.90 buy using my Discover card. Was hopping it was just running behind, ,but now figuring it won't arrive. Thank You

    Business Response

    Date: 06/30/2025

    ****** *****
    2722 Professional Ln
    ************ IN 47802

    Date: 6/27/25

    Complaint ID: ********
    Account: NA

    Dear Ms. ******

    Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.


    Unfortunately,we are unable to locate any Westmore Beauty orders tied to the information you provided.  Any order placed directly from our website is assigned an alphanumeric order number containing both letters and numbers.

    Westmore Beauty products are offered by other merchants.  We recommend checking with your credit card to confirm any merchant contact information provided with the transaction.  Also,that the $44.90 was finalized as a charge.

    Thank you for your understanding in this matter.

    Sincerely,

    ****** *.
    Contact Center Operations Director

  • Initial Complaint

    Date:06/12/2025

    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 ordered Westmore Beautys Supreme Crme on 3/13/25 for $32.48 from *******. The shipping came from *********. I complained that the crme went on too blotchy. I then heard from Subsistenceed who offered me $2. I told them that was not acceptable as Westmores website stated they would make it right if not satisfied. I never could get any of these companies to tell me what part they played in this transaction. I then heard from Subsistenceed who offered me $6. I told them that too was not acceptable. The last I heard from Subsistenceed was on 5/31 who said they would pass along this info to Westmore. I am so frustrated and unhappy with their customer service. I dont know if you can do anything to help but I need others to know about the poor product and customer service.

    Business Response

    Date: 06/20/2025

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

    Date: 6/20/25
    Complaint ***********

    Dear **********

    Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication.We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

    From your complaint it appears your March 13th purchase of the Supreme Crme was from another source, possibly an unauthorized third-party seller.

    We go to great lengths to ensure the integrity and quality of our products. Please be aware however, that products purchased from unauthorized third-party sellers may be old, expired, outdated, tampered with, or counterfeit, and their quality and effects may be compromised. They may also be diluted or filled with unknown substances which can cause adverse reactions. Westmore Beauty will not be held accountable for such products. 

    We regret that as you stated you originally purchased the Supreme Crme from Ksbshdh and not directly from Westmore Beauty, we are unable to assist you with your complaint, and you would need to continue to contact that merchant directly to resolve this issue.

    Thank you for your understanding in this matter.

    Sincerely,

    ****** *.
    Contact Center Operations Director

    Customer Answer

    Date: 06/23/2025

     
    Better Business Bureau:

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

    Sincerely,

    ****** ******
  • Initial Complaint

    Date:05/16/2025

    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 this product online from Westmore beauty and there is no record of an order number anywhere No tracking information , no order number, no customer service help. How am I supposed to return this unwanted product that arrived that is no longer needed or wanted. I did not open and I want to return it but cant do so on your portal because I have no order number to look up Seems to me thats how you run your shady business - not giving people the option to return Because they cant reach you nor do it themselves. Send me information on how to send this product back to you You claim its a 30 day mo ey back guarantee. I didnt even open these products yet I cant find an order number to generate a return myself. Clear the matter up

    Business Response

    Date: 05/21/2025

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

    Date: 5/20/25

    Complaint ID: ********
    ****************

    Dear Ms.*******,

    Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

    Our records reflect your online order on May 9, 2025, of a Body Coverage Perfector and Blend & Blur Body Brush which was shipped May 12th and charged in full at that time to the credit card provided.

    We regret if you experienced any difficulty finding the information you were seeking to return your shipment.  Order/shipping confirmation emails sent after every online purchase include order numbers. Sometimes these automated system generated emails end up in spam/junk folders depending on your email setting.  Please be advised that the email address provided with your order differs from the email address provided with this complaint.  Also, our website provides the options to contact us via email or chat links which have been tested without issue.

    Your account indicates you spoke with customer service on May 16.  Information needed for a return was provided at that time.

    On May 19, 2025, your order was processed as returned and a refund of $85.07 was issued.
    As we strive to provide only the highest quality products and service, we regret that you decided not to try the Westmore Beauty products.  Your customer service experience has been reviewed and will be used to improve our service going forward.

    Sincerely,

    ****** *.
    Contact Center Operations Director
  • Initial Complaint

    Date:05/16/2025

    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.
    Ordered on 5-10 - received no receipt or email confirmation of purchase. Contacted customer service that day and was told to wait 24 hours. Received nothing - contacted customer service again on 5-12 - was told I would receive an email with the above and a tracking number. Now it is 5-15 - no email, no receipt, no confirmation of purchase. Found info on their website - order is "fulfilled" - what does this mean? I have not received my order. Left a message with customer service on 5-15 as chat was "offline". Ridiculous and disappointing. Seems shady.

    Business Response

    Date: 05/21/2025

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

    Date: 5/20/25

    Complaint ID: ********
    Order: SPWY937992

    Dear Ms. ********************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

    Our records reflect your May 10th order for a Westmore Beauty Body Coverage Perfector and two free items which was shipped May 12, 2025.   We ask customers to allow a minimum of 5 -7 business days for an order to arrive. We regret that you did not received the shipment confirmation email, at times an automated system generated email can get sent to a spam/junk folder based on the email security settings.

    Per *** tracking number 1ZR07H45YW00208062 your order was delivered the afternoon of May 15th and left at your door.

    If the order has not reached you please call customer service at **************, or if you prefer reach our via the online chat option, between 9am -8pm EST M-F so your order can be replaced.

    We appreciate your interest in Westmore Beauty.

    Sincerely,

    ****** *.
    Contact Center Operations Director
  • Initial Complaint

    Date:12/12/2024

    Type:Product 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.
    Date of the trnsaction - 06/14/2024. Without my knowledge, money was withdrawn $79.20 from my bank card for an order SPWY502335 that I did not order.On June 14, I sent an email to email address Westmore Beauty requesting a refund for order SPWY502335 in the amount of $79.20. The amount of $79.20 was withdrawn without my knowledge from my bank account on 06/15/2024. I did not open the product and the package marked "refused" was returned. As of today, I have not received a refund of $79.20.

    Business Response

    Date: 12/23/2024

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

    Date: 12/18/2024

    Complaint ID: ********
    Order Number: SPWY502335

    Dear Ms. **********

    Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

    Our records reflect that you enrolled online for automatic shipments of Westmore Beauty May 15, 2024.  With this order the "Subscribe and Save" option was selected prior to checkout. This option includes a 20% discount off our retail pricing, free s&h, and an agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership. Information regarding the terms of the purchase is provided on the website before any personal information is entered and in your initial order confirmation email.  We regret if it was not your intent to select this offer.

    Your initial order of Body Coverage Perfector Golden Radiance was shipped May 16th for a total of $67.32 and billed in full at that time to the credit card provided.

     On June 14, 2024, per the terms of your purchase, your 2nd shipment a replenishment of the Body Coverage Perfector Golden Radiance was sent as scheduled for a total cost of $79.20.
    We apologize our records do not reflect that your email dated June 14th reached our customer service team.   If it was sent in response to an unmonitored promotional or confirmation email addresses then an automatic response is sent to advise of this which also provides our contact information.

    On June 16th your 1st shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund of $67.32 was issued.

    On June 21 your financial institution reversed $32.87 of the payment for your 2nd shipment.  Rather than contesting your dispute, this chargeback was accepted as a partial refund since tracking information for your order indicated it had been refused.  The remaining $46.33 would be refunded was the return was received.  Please be advised, returning a product via "Return to Sender" without verifiable proof of mailing,oftentimes results in a package never being received back to our facility to process a return credit to clear any balance owed.  Your account was cancelled at this time.

    On August 28, we received your email inquiry about your return.  A response was sent advising that we dont recommend refusing a shipment since it can take longer to receive and process refund.  At that time your account did not reflect that the 2nd shipment return has been received.

    Although our records do not indicate that your 2nd shipment return has not been received to present date,the remaining refund of $46.33 was issued on December 11, 2024.

    Your Westmore Beauty subscription remains inactive with nothing further to be shipped or billed.

    Sincerely,

    ****** *.
    Contact Center Operations Director

    Customer Answer

    Date: 12/30/2024

     
    Complaint: 22675977

    I am rejecting this response because: 

    ***?more Beauty stated in its letter that

    "On June 21 your financial institution reversed $32.87 of the payment for your 2nd shipment. Rather than contesting your dispute, this chargeback was accepted as a partial refund since tracking information for your order indicated it had been refused."

    I officially declare that the refund in the amount of $32.87 has not arrived in my bank account at ****************

    I request a refund of the remaining amount of $32.87

    Sincerely,

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

    Business Response

    Date: 01/15/2025

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

    Date: 1/14/25

    Rebuttal Complaint ID ********
    Order Number: SPWY502335

    Dear Ms. **********

    Thank you for the opportunity to respond.

    As you quoted from our previous response, we received a chargeback (payment reversal) from your credit card for the amount of $32.87 on June 21st.  Since we did not contest this chargeback the initial credit that your financial institution applied when you disputed the charges should still be reflected on your credit card statement around that date.  We are unable to refund that amount since it was already reversed.

    Unlike the refund of $46.33 that we issued on December 11th the description of the chargeback transaction in June may not reference Westmore Beauty.  Depending on your financial institution policies/practices the chargeback may be described as a miscellaneous credit or similar.  We recommend contacting your credit cards issuing bank to confirm that the $32.87 payment reversal(chargeback) was credited to your account.

    Your ********************** subscription remains inactive with nothing further to be shipped or billed.

    Sincerely,

    ****** *.
    Contact Center Operations Director

    Customer Answer

    Date: 01/16/2025

     
    Complaint: 22675977

    I am rejecting this response because:

    I contacted the ***************, the amount of $32.87 did not arrive on my account.

    Please, return the remaining amount of $32.87, which has not been returned to date by Westmore Beauty


    Sincerely,

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

    Business Response

    Date: 01/28/2025

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

    Date: 1/27/25

    Rebuttal Complaint ID ********
    Order Number: SPWY502335

    Dear Ms. **********

    Thank you for the opportunity to respond again.

    After another review of your account and our records the $32.87 in question is still showing as a payment reversal/chargeback by your credit cards issuing bank due to your dispute on June 21st..  We accepted that reversal since tracking information for the order indicated the shipment had been refused.  Since we did not contest the dispute it was settled in your favor and the chargeback (credit) the bank issued you in that amount, $32.87 when you filed the dispute should still be reflected on your credit card account.

    There was an additional dispute received June 19th for $67.33 the cost of your initial order.  We contest this dispute since this shipment had been returned to ** and a refund issued on June 16th.  This disputed was settled in our favor and the chargeback of $67.33 was reversed.

    We recommend that you speak your financial institution again and ask specifically for all the information regarding your disputes and chargebacks separate from the refunds we issued you directly.  You can ask the bank to confirm the status of each chargeback:

    The $67.33 should show as reversed since dispute was settled in our favor because the cost of the shipment (less s&h) was already refunded due to your return.
    The $32.87 chargeback issued around June 21st should show as uncontested by us and therefore the initial credit (payment reversal) issued by bank should still be reflected in your account.

    If the bank records instead reflect that the $32.87 chargeback was reversed and the funds returned to us then please provide that information (a copy of your statement from the bank showing the initial chargebacks and the reversal) to us via another rebuttal to this complaint.

    Your Westmore Beauty subscription remains inactive with nothing further to be shipped or billed.

    Sincerely,

    ****** *.
    ************** Operations Director

    Customer Answer

    Date: 01/30/2025

     
    Better Business Bureau:

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

    This is because *************** finally credited my bank account with the remaining amount on 01/24/25. I would like to take this opportunity to thank BBB for their assistance in getting my money back.


    Sincerely,

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

  • Initial Complaint

    Date:11/26/2024

    Type:Billing 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.
    IN THE MONTH OF SEPTEMBER I ORDERED THE BODY COVERAGE FROM WESTMORE COMPANY.THE AMOUNT WAS TAKEN OUT OF MY BANK ACCOUNT AND YET I HAVE NOT RECIEVED THE PRODUCT. WE ARE IN THE MONTH OF NOVEMBER 26TH, 2024. I KEEP HOPING THAT IT WILL ARRIVE:( I AM HOPING BY REACHING OUT TO YOU THAT THIS WILL BE TAKEN CARE OF.I WOULD LIKE THE PRODUCT SHIP ASAP OR MY MONEY BACK.****** *****

    Business Response

    Date: 12/04/2024

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

    Date:12/03/2024
    Complaint ***********
    Account *****************

    Dear Ms. ******************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

    We regret that you have not received your September order as this is the first we learned of the situation.  Our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account prior to receipt of your Better Business Bureau complaint. Our website offers options to contact us via email, phone, or chat:we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.

    After reviewing your order information, we were able to confirm that it was shipped September 25th but per **** tracking # ************************** delivery is still pending.  It appears the shipment has been lost.  We apologize for any frustration this may have caused.

    A refund of $64.13 has been issued.  Please allow 3 5 business days for the funds to post.

    If you have any additional questions or need further assistance please contact our customer service team at ************* EST 9am8pm or via the live chat option on the website.

    Sincerely,

    ****** *.
    Contact Center Operations Director

  • Initial Complaint

    Date:10/28/2024

    Type:Product 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 ordered the product on October 5th, but two weeks later, my order was still pending. On October 19th, I reached out to their customer service department to cancel my order since it was not processed. On October 24th, they charged my account for the product, and the order still says pending. I contacted them again on October 24th to say that I cancelled the order on the 19th, and that I was charged anyway, and I dont want the product and would like a refund. Each email says that someone will reach out within 48 hours. I have never received a response to my cancellation request, nor a request for a refund for a charge that was processed AFTER cancellation, and they have not issued a refund. Very disappointed that this company floods social media with ads but then has non responsive customer service and still processed my payment after I withdrew my order. I placed this order 20 days ago and now Im out of my money, no product, and no response.

    Business Response

    Date: 11/01/2024

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

    Date: 11/1/24

    Complaint ID: ********
    Account Number: **********

    Dear Ms. ********************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
    Our records indicate that fulfillment of your Westmore Beauty order placed October 5th was delayed due to a temporary inventory shortage.   The order began processing for delivery on October 18th before we received your email dated October 19th requesting cancellation.  Please be advised, orders which have been processed for delivery cannot be prevented from shipping.  The order left our warehouse on October 20th and your payment charged the following day.

    We regret to learn that you did not receive a follow-up email to your initial request but only shipment confirmation.  We see from the screen shots you included that you received a system generated automatic response to your initial request which included a link to contact customer service directly through our Live Chat option.  If customers respond to any email addresses that are not monitored daily such as no-reply promotional or order confirmation email addresses,this automatic response is sent to provide our contact information if a customer request needs immediate attention.

    As we strive to provide only the highest quality products and services, we regret that your experience with us did not meet that expectation: we would like to apologize for any frustration you've experienced as a result.  As a gesture of goodwill, a refund of $89.49 has been issued.  Please keep the shipment free of charge, as a token of our apology.

    Sincerely,

    ****** *.
    Contact Center Operations Director

    Customer Answer

    Date: 11/05/2024

     
    Better Business Bureau:

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

    Sincerely,

    ******** *******
  • Initial Complaint

    Date:10/09/2024

    Type:Sales and Advertising 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.
    9/26/2024 $77.17 My account was billed for an auto delivery that I did not request. I contacted the company to get a refund and cancel the service. They said the product had already shipped and I could return it to receive the refund. I have since tried to get a return address without any success. When emailing for the address it is asking for an invoice number and upon opening the package there is no invoice with the product. I last emailed the company 10/4/2024 and have not gotten any reply.

    Business Response

    Date: 10/15/2024

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

    Date: 10/15/24

    Complaint ***********
    Order Number:SPWY593721

    Dear Ms.******,

    Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

    Our records reflect that you enrolled online for automatic shipments of Westmore Beauty Cream to Water Moisturizer and Body Coverage Perfector on August 26, 2024, to be replenished every 30 days. While we also offer the option to purchase Westmore Beautyproducts at retail pricing without subscription, with your initial order the "Subscribe and Save" option was selected prior to checkout. This subscription offer includes 20% off retail price for the items, as well as free s&h, and includes your agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership.Information about this membership offer is reiterated in the shopping cart at checkout prior to any personal information entered, and again before an order is submitted.  We do make every effort to be forthcoming regarding our promotions and offers for Westmore Beauty, and regret if you found the offer unclear in any way.

    Your initial order of a promotionally discounted offer for a Golden Radiance Body Coverage Perfector and Cream to Water Moisturizer was sent August 26, 2024, for a total cost of $77.17 which was charged in full at the time of shipping to the credit card provided.

    On September 25, 2024, your first automatic replenishment shipment was sent as scheduled, for a total of $77.17 which was charged in full at the time of shipping.

    On September 26, 2024, your subscription was cancelled per your Live Chat request stopping any future shipments.  Return instructions were provided via chat and are also available on our website.  We regret to learn you had difficulty finding the order number for your return.  You are correct that an invoice is not included with the shipment, instead the order number, tracking information, etc. is supplied is an order confirmation email generated for each shipment.

    While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  Although our records the 30-day Money Back Guarantee has now expired for your replenishment shipment, as a gesture of goodwill a refund of $77.17 has been issued.  Please allow 3-5 business days for the funds to post.

    Your Westmore Beauty subscription remains inactive with nothing further to be shipped or billed.

    Sincerely,

    ****** *.
    Contact Center Operations Director


  • Initial Complaint

    Date:09/23/2024

    Type:Sales and Advertising 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 9/22/24, my account was charged $41.00 for a purchase that took place on 8/23/24 that I did not make or authorize. I contacted Westmore Beauty to find that I was enrolled in a monthly subscription without my consent. I have ordered products from this company for over a year and recently had to have a productreplaced due to ants being in the box and ruining my order; however, I have never authorized a subscription, nor set up an account, as I always log in as a guest. I spoke with a customer service representative, who tried to explain to me that I had signed up for subscription that I did not. Only after 10 minutes of speaking with the representative, as well as alerting her that both my bank and the BBB were gong to contacted, was I finally told that my subscription was canceled and that I would be refunded.

    Business Response

    Date: 10/04/2024

    Kendria Brown
    3019 Tammaway
    Dr
    Midlothian, VA
    23112

    Date: 9/25/24

    Complaint ID:
    22321093
    Order Number: SPWY591607

    Dear Ms. Brown,

    Thank you for contacting us through the Better Business Bureau. We
    received your inquiry and sincerely apologize for any miscommunication. We take
    these complaints very seriously and appreciate the time you have taken to let
    us know about your experience.

    Our records
    does confirm that you have placed 4 orders for Westmore Beauty products since
    September 3, 2023.  The first three
    orders were one-time purchases.  The 2nd and 3rd orders reflected special single use discount coupons usually
    sent via email offers to previous customers. These can be used to occasionally
    offset the regular retail pricing normally charged for one-time purchases.

    On August
    23, 2024, our records reflect that you placed an order online for a Body
    Coverage Perfector.   With
    this order instead of a using a coupon the "Subscribe and Save"
    option was selected prior to checkout. This option includes a 20% discount off
    our retail pricing, free s&h on your first order, and an agreement to
    receive automatic shipments (every 30 days) until you contact customer service
    to cancel or make changes to your membership.   Information about the subscription is
    provided in the shopping cart before any personal information is entered.  Also, when a subscribe & save offer is
    selected then directly above the Pay Now button it states: “One or more items
    in your cart is a deferred or recurring purchase. By continuing with your
    payment, you agree that your payment method will automatically be charged at
    the price and frequency listed on this page until it ends, or you cancel.”  We regret if it was not your intent to select
    this offer.

    On
    September 22, 2024, your automatic replenishment of Body
    Coverage Perfector was shipped as scheduled for a total cost of
    $41.55. 

    Also, on
    September 22nd per your LiveChat request your subscription was
    cancelled.  The replenishment shipment
    and charge was explained.  As an
    exception to our advertised policy a request to refund this order without
    receipt of a return was forwarded to our support team.

    On September
    23, 2024, a refund was issued.  A
    supervisor sent an email confirmation and left a voicemail message informing
    you of the refund.

    Your Westmore Beauty® subscription remains cancelled, with nothing
    further to be automatically shipped or billed.

    Sincerely,

    Morgan M.
    Contact Center Operations Director

    Customer Answer

    Date: 10/05/2024

     

    Complaint: 22321093



    I am rejecting this response because I did not place an order on August 23, 2024. My original order had ants in the box, ruining the purchase.  I was sent a second order in August to replace the first one. I never subscribed to anything,  nor did I place an additional order. Though I appreciate you refunding me, I also want it to be know that the confusion came when I initially addressed the damaged package. I have not placed an order since that package was sent, and a subscription was not selected when that occurred.  




    Sincerely,



    Kendria Brown

    Business Response

    Date: 10/18/2024

    Kendria Brown
    3019 Tammaway Dr
    Midlothian, VA 23112

    Date: 10/16/24

    Complaint ID:
    22321093
    Order Number: SPWY591607

    Dear Ms. Brown,

    Thank you for
    the opportunity to respond.

    We regret any
    confusion regarding your order history.  As stated previously, on August 23, 2024, our records reflect that you
    placed an order online for a Body Coverage Perfector as a "Subscribe and
    Save" purchase which lowered the price from $49.00 to $39.20.  This order also included a Body Coverage Mitt
    for $12.00.  An order confirmation email
    was sent for this purchase (order # SPWY570673) and would have included the
    terms of the subscribe & save for the Body Coverage Perfector.  Prior to the August 23rd order the last order
    placed was July 17th which included the Body Coverage and a Hair
    Coverage Root Concealer, delivered on July 23rd.

    We received
    your call on August 30 advising that you had just received a shipment (order # SPWY570673)
    and discovered ants in the box.  A
    replacement (order# SPWY575043) was processed and shipped that day.  Replacement orders are not placed via the
    online store but generated as this one was from the existing fulfilled order.  Per USPS tracking the replacement order was
    delivered September 7th.

    As you stated,
    you have not placed any additional orders since the replacement order was sent
    August 30th.  The order that
    shipped on September 22, 2024, was the automatic replenishment of Body Coverage
    Perfector sent due to the subscribe & save order placed online August 23rd.   The subscription was cancelled when you
    contacted us regarding the charge.  A
    refund was issued on September 24th as a courtesy with a return.

    Thank you for
    the additional feedback. We appreciate your decision to purchase our Westmore
    Beauty products and regret any confusion cause due to the last purchase. 
    Rest assured your
    Westmore Beauty® subscription remains cancelled, with nothing further to be
    automatically shipped or billed.

    Sincerely,

    Morgan
    M.
    Contact Center Operations Director

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