Complaints

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:11/22/2022

  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 on Sun 11/20/2022. Their suggested shipping address in their system removed my apartment number, and didn't allow me to review the details before I submitted the order. Therefore, I left Murad a message online and wrote them an urgent email immediately after placing the order. Since it was a Sun, I expect that they would help me address it on 11/21/2022. However, they responded to me via email that they can't modify my shipping address once an order is placed. Then I called their customer desk, their rep told me the same thing: once the order is placed, no modification is allowed, nor can I cancel my order.
  
  This is very upsetting as this is an error due to their system, plus the order has been showing "pending status" all the time as of tonight 11/22/22. Neither there is a tracking number for me to reach out to any carrier. I've never come across any retail company that doesn't allow you to make any changes in this scenario, not even canceling orders. For a company that doesn't care about customers' request to this level, especially it's caused by their system mistake, I can't have any trust in the quality of the product. If there's any skin issues caused by the product, I don't think they would care at all.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/11/30) */
  Dear *********,
  
  Thank you for bringing this to our attention. Murad is a family business, not some anonymous corporation. We truly care about each and every customer experience.
  
  It is indeed true that we are unable to modify/cancel orders once they print to the warehouse. We use 3rd party warehouses so all we can do is print the order to the warehouse. We do not have access to their systems to make changes.
  
  I have emailed you twice regarding your order and have not received a response. I want to insure that you receive your order and would like to further discuss some additional goodies for you!
  
  I look forward to hearing from you and am happy to assist you with anything that you may need personally.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:11/20/2022

  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 placed the order on Nov 7th, and the order number is *****. At that time, the ***** kit was not out of stock. They didn't ship my order until Nov 15th. I sent them email, which never worked! Then, I called the customer services. They said the ***** kit was already out of stock, so they cannot ship it. I don't understand why they didn't send me the email prior saying that the kit was out of stock. They told me this until I called them. I asked for refund as they don't know when it will be back to the stock. The staff said I will receive an email of cancellation shortly, and my refund will be back to my credit card within 5-7 days. The thing is I haven't received any email cancellation and my refunds! When I tracked my order, my order status is still on "order confirmed". I am so tired of communicating with the Murad. I just want my refund back asap!
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/28) */
  Dear***********,
  
  Thank you for bringing this to our attention. Murad is a family business, not some anonymous corporation. We truly care about each and every customer experience. Because excellent customer service is a top priority for Murad, we have carefully reviewed this complaint and we have issued a full refund for all requested funds.
  
  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction. We wholeheartedly encourage you to contact us directly if you have any future concerns regarding your complaint, our products, our services, or your skincare needs. We would be honored and pleased to win back your patronage and to become your personal skincare provider.
  
  Sincerely,
  
  *******

• Initial Complaint

  Date:11/16/2022

  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 (#*****) online on Nov 6th, credit card ($170.54) was charged right away. It has been 10 days (8 business days) since the order was placed but status is still showing "pending". My friend placed her order after me, it was shipped in 2 days, and she already received the order. I've been trying to contact Murad Canada but both phone numbers are not in service, emails (sent twice) got returned, and I've also been submitting my request online (at least 4-5 times in the last week), still haven't heard back from anyone.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/23) */
  Dear Ms *********,
  
  Thank you for bringing this to our attention. We truly care about each and every customer experience. Because excellent customer service is a top priority for Murad, we have carefully reviewed this complaint and we have issued a full refund for all requested funds.
  
  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction. We wholeheartedly encourage you to contact us directly if you have any future concerns regarding your complaint, our products, our services, or your skincare needs. We would be honored and pleased to win back your patronage and to become your personal skincare provider.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:11/08/2022

  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.

  Hello,On 10/3 I placed an order, order #*******. Part of the order was a 3 piece Retinol Youth Renewal Regimen. I received my order in 2 shipments, but never received the Retinol Youth Renewal Night Cream. I emailed **************** and received a response on 10/12 stating that the product was on backorder and it would be shipped to me as soon as it was available.I emailed customer service again on 10/13, 10/19 and 10/24. No response. I called on 10/29 and spoke to someone who apologized profusely. He did not understand why the item had not been shipped, as it was now in stock. He said it would be sent to me within 3-5 days. I was upset at the shipment delay, so he offered me reward points due to the inconvenience. At that point I believed that I would be receiving my product and gave him a great review at the end of the call. BIG MISTAKE!On 11/5, I still had not received tracking information, my product nor had the reward points been added to my account. I call customer service and after 30 min of waiting to speak to someone, I choose to receive an *** message to discuss. Today 11/8, I receive the *** message and I respond with my issue. It's been 10 hours and I have still not had a response to my reported via ***. At this point I'm exhausted at trying to reach anyone who cares that I was ripped off by Murad. I either want my product or a refund for the cream.

  Business Response

  Date: 11/10/2022

  Dear *****************************,
  
  Thank you for bringing this to our attention. Murad is a family business, not some anonymous corporation. We truly care about each and every customer experience. Because excellent customer service is a top priority for I have been asked to assist you.
  
  I sincerely apologize for the experience you have has as it does not meet our standards and far from what you deserve. I can assure the agents shortcomings have absolutely been addressed.
  
  Unfortunately there has been a delay with getting our replenishment. The date has moved to November 14. I show that **** Points were applied 11/02 however it was not made visible to you. I do apologize for that mistake. I have processed an order at no charge with some travel sizes of the Retinol Youth Renewal Night Cream to get you through until the full size is back in stock and shipped.
  
  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction. We wholeheartedly encourage you to contact us directly if you have any future concerns regarding your complaint, our products, our services, or your skincare needs. My email address is ********************************** I would be honored to be your personal Skincare Specialist.
  
  Respectfully,
  
  ***************************

  Customer Answer

  Date: 11/10/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept this prompt response & truly appreciate the assistance of BBB in helping to resolve the issue.

• Initial Complaint

  Date:11/02/2022

  Type:Billing 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.

  Absolutely horrific customer service. I received an email that I'd placed an order that I did not authorize or place--turns out, this was from a subscription that I had signed up for but totally forgot about as I received zero notifications. The main reason I'd signed up for auto-delivery was because they promise in MULTIPLE places on their website that there are "no surprises!" and that an email notification will always be sent out 10 days prior to auto-delivery shipments so that you can cancel or delay. I do not sign up for subscriptions otherwise. I received NO email notification--I called right away and asked them to cancel, and they refused to do so. They also refused to send me a return label or to reimburse me for return shipping--I should not have to pay for return shipping for an order that I did not authorize and would not have authorized if Murad had honored the promises that it makes on its website for email notifications. I did my part in asking them to cancel the order and would have canceled much sooner if they'd sent the notification that they stated they would. I am not paying for return shipping--instead of offering me a full refund, they offered me "points" as "compensation", which are totally worthless to me as I will not be purchasing from Murad ever again. Their customer service, especially on chat, is also completely useless and unhelpful--copied and pasted responses and extremely long response times.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/11/07) */
  First, we would like to thank you for being a Murad Customer and apologize that you were not informed properly regarding your shipment and subscription. We truly care about each and every customer experience as it is our Customers who make Murad the great company it is! We are sorry that you did not have a positive experience when contacting Customer Care, in relation to the communication and cancellation of your order, and are working with our staff to create the best experience possible for all Customers. We would like to assure you that a full refund of your order was processed, and would ask that you confirm this with your card on file that the refund has been completed on your end. When the order arrives, you are welcome to keep it or dispose of it how you see fit. On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction.
  
  
  Consumer Response /* (2000, 7, 2022/11/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received my refund. It is ridiculous that Murad only addresses customer issues when confronted through the BBB (as you can see via the many other complaints on this page as well). I tried three times to resolve this with their (awful) customer service agents directly. Terrible business practices.

• Initial Complaint

  Date:10/10/2022

  Type:Billing 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 order for two items.
  Order number *******
  Only one item was sent but I was charged for the full order even though you only sent one item. Your customer care is just the worst since they don't respond to "live" chat. I have screen shots of just being left on an open chat with nothing. No help of any kind. Your rep on the phone has zero clue about what happened to the other item. I want a full refund and I want to send the other item back I want nothing to do with murad any more.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/19) */
  Dear**************,
  First, we would like to thank you for being a Murad Customer and apologize that your order was not processed to your satisfaction. We truly care about each and every customer experience as it is our Customers who make Murad the great company it is! We are sorry that you did not have a positive experience when contacting and communicating Customer Care, in relation to the availability and shipping of your product, and are working with our staff to create the best experience possible for all Customers. We would like to assure you that a full refund of your order was processed, and would ask that you confirm this with your card on file that the refund has been completed on your end. On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction.
  
  
  Consumer Response /* (2000, 7, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/05/2022

  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 returned a product to Murad on 7-19-22 ******** and got a tracking # ******** from Murad to send back. It cost 7.00 to return and I got several emails saying they refunded my money. 78.00 plus taxes, has never been refunded to my account. I spoke with ******** and she promised my account would be refunded . They have the product my money and refuse to refund. I have been a loyal customer for many years and am very disappointed in their customer service.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Dear *************,
  
  I apologize for your frustrations. The refund was issued on August 5 however because a charge back was filed the credit was blocked by your card issuer. Unfortunately we have no way to issue the refund until the card issuer is notified to drop the charge back. Once that has been done we can then attempt to issue the refund again. Just let us know by emailing *************.
  
  Sincerely,
  
  *******
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This product was purchased on*******, and******* has no charge back. I have contacted them and all you need to do is credit on my******* account, the same way I purchased the product. I have been told my Murad this has been done, and it is not correct.
  
  
  Consumer Response /* (-5, 8, 2022/09/13) */
  Also the email Murad provided in this response is not a real email address.
  
  
  Business Response /* (4000, 10, 2022/09/14) */
  Dear ****************,
  
  Please see the attached file. This is where we attempted to refund and it was rejected by******* for an open case.
  
  Sincerely,
  
  *******
  
  
  Business Response /* (-10, 11, 2022/09/14) */
  My apologies. I meant to address the email address. ************* is a real email address. Those emails are only seen by me.
  
  Consumer Response /* (3000, 18, 2022/09/29) */
  I have tried to get a refund through PayPal and my bank for a returned product, and no-one will help. Murad keeps saying they have refunded my money, they have not. Murad is giving untrue information about refunding my money, and emails that are not valid . Can you help in any way? Thank you *************
  
  
  Business Response /* (4000, 20, 2022/10/12) */
  Dear *************,
  
  I appreciate your patience as I had to navigate new processes that have been put in place. I was able to provide you a screen shot of the refund being entered today. The credit should post in 3 to 5 business days and I will continue to monitor and check in with you via email.
  
  Sincerely,
  
  *******
  
  
  Consumer Response /* (4200, 22, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was told they had not received my return as the reason for no refund. They had said that PayPal would not except their refund, they said my credit card had a hold on the refund. All of these excuses where not correct . They said 3-5 days until the refund would be issued several times, it still has not been issued . At this point I want people to know you may not get a refund if you send back a product. My only recourse now is to go to small claims court. It is not a lot of money but it is the principal at this point.
  
  
  Business Response /* (4000, 24, 2022/10/24) */
  Dear ****************,
  
  We are deeply sorry for the delay in processing your refund. We have attempted several times and the refund is always denied due to a dispute. In earlier communications we provided the screenshot for your reference.If you could kindly contact your credit card issuer and remove the dispute, that would be appreciated.
  In the meantime, we will continue to attempt the refund on our end.
  Thank you for your patience.
  
  
  Consumer Response /* (4200, 26, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, I have contacted PayPal and my credit card company and there is NO dispute on the issue. So, a refund can be issued , if you insist you can not issue on the card you can always send me a check, It seems this is just a stall tactic to not refund my money.
  
  
  Business Response /* (4000, 29, 2022/10/28) */
  Dear ****************,
  
  We are happy to let you know that after many attempts, the refund has finally been completed. You should see it post in your credit card in the next 5-7 business days, if not earlier.
  We deeply apologize for your experience and would like to offer you a free product of your choice.
  Please email your free product request to *************
  On behalf of Murad, I hope that I have addressed your concerns to your satisfaction.

• Initial Complaint

  Date:08/11/2022

  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 entered a subscription service that advertised reduced pricing and when I noticed the prices were not going to be reduced moving forward which stated the were under the prescription terms I immediately cancelled the prescription.. This was several months ago. So today I get an email stating my prescription is on the way and click here to cancel. Clicked to cancel and the link does not work.
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Dear **************,
  
  Thank you for bringing this to our attention. We truly care about each and every customer experience. Because excellent customer service is a top priority for Murad, we have carefully reviewed this complaint and we have issued a full refund for the duplicate shipment.
  
  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction. We wholeheartedly encourage you to contact us directly if you have any future concerns regarding your complaint, our products, our services, or your skincare needs. We would be honored and pleased to win back your patronage and to become your personal skincare provider.
  
  Sincerely,
  
  *******
  
  
  Consumer Response /* (2000, 7, 2022/08/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  
  Consumer Response /* (3000, 12, 2022/08/13) */
  Per response by Murad full refund will be processed upon further investigation on my banking website full refund pending return of product I never received any products and I have an email stating products we delivered. I believe this is not resolved please continue to investigate,
  
  Thank you
  
  ***** ****
  13 August 2022
  
  
  Business Response /* (4000, 14, 2022/08/16) */
  Dear ** ***** ****,
  
  We have filed a complaint with the US Postal Service regarding the missing package. Unfortunately this has been more common since Covid.
  
  Sincerely,
  
  *******
  
  
  Consumer Response /* (2000, 16, 2022/08/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  Consumer Response /* (3000, 21, 2022/12/12) */
  I'd like to reopen the above case I cancelled this subscription in August and just got another shipment confirmation for the same subscription. This is a scam Murad keeps sending out cancelled orders and then charging your account hoping you will not request a refund and ship the product back and on top of that they charge you to ship the return.
  
  I do not want these subscription orders and I'm not paying for this order or the return.
  
  Thank you
  
  **********
  
  Sent from my iPhone
  
  
  Business Response /* (4000, 23, 2022/12/13) */
  Dear **. **********,
  
  I sincerely apologize for the shipment as most certainly that should not have happened. Everything has been cancelled. I have requested the refund and it has been processed. The credit will post in 3 to 5 business days.
  
  Sincerely,
  
  *******

• Initial Complaint

  Date:08/09/2022

  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 purchased 2 city skin SPF sunscreen from Murad online on 2021-11-25 and didn't receive it until 2021-12-03.
  
  I was using up my other sunscreen when I saw that it expired 03/22.
  
  I contacted Murad via their customer service email, to find out if this was typical of their sunscreens to have a very brief window between receiving the product and the product expiring as 3 months seems quite short.
  
  I received a reply that "At that time we were having replenishment issues, so we were shipping inventory with a few months before they expired".
  
  I asked for a refund or an exchange as I received products that were inferior due to their difficulties in receiving fresh stock.
  
  Murad rejected these requests.
  
  Very disappointing experience considering their shelf life wasn't up to par, but they shipped these products to me anyways without notification prior to receiving OR giving me the option to wait for new product to arrive.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Dear ************
  
  Thank you for bringing this to our attention. We truly care about each and every customer experience. Because excellent customer service is a top priority for Murad, we have carefully reviewed this complaint and we have issued a full refund for all requested funds.
  
  On behalf of Murad, we hope that we have addressed your concerns to your full and complete satisfaction. We wholeheartedly encourage you to contact us directly if you have any future concerns regarding your complaint, our products, our services, or your skincare needs. We would be honored and pleased to win back your patronage and to become your personal skincare provider.
  
  Sincerely,
  
  Melissa
  
  
  Consumer Response /* (2000, 7, 2022/08/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you, BBB, for getting this resolved for me. I had emailed Melissa multiple times and refused to provide new products or a refund... until you had reached out. Refund has appeared on my credit card statement. Thank you once again for you help!! I am so grateful for your efforts and assistance!