Complaints

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

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SeneGence International has 4 locations, listed below.

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  SeneGence International

  19651 Alter Foothill Ranch, CA 92610

• 

  SeneGence

  8561 Commerce Ct Burnaby, BC V5A 4N6

• 

  SeneGence International

  301 S Main St Sapulpa, OK 74066-4109

• 

  Senegence

  1009 Alpine Dr Mars Pa 16046 Mars, PA 16046-4223

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:04/14/2025

  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 order with this company on April 8, 2025. While it has not been that long since the order, I didn't receive an order confirmation, nor did I receive a response to my emails when I contacted them to request a status update. I logged into my account on **********************; I searched for my order, but it stated I had not placed one. So I also have no order number to reference. I subsequently went to my bank account to see that I was charged $61.38 by Senegen. I also contacted a local distributor with this company here in ********; she has not replied to me either. I really just want a refund after this hassle.

  Business Response

  Date: 04/21/2025

  Dear BBB,

  USPS Tracking identifies that the product was delivered in or at the Ms. ******* on 4/15/2025. Similarly, SeneGence received notice of Ms. ******** Better Business Bureau (BBB) complaint on 4/15/2025.

  1. Ms. ******* ordered product from the SeneGence website on 4/12/2025, which is different from Ms. ******** date of 4/8/2025. Ms. ******** payment was processed on 4/12/2025. Our records reflect that Ms. ******* provided her cellphone number during the purchasing. She received a SMS message confirming her purchase on 4/12/2025. Ms. ******* had placed the product order as a guest and an email address had not been provided which is why she did not receive a confirmation email.

  2. SeneGence shipped the product to Ms. ******** address on 4/14/2025. SeneGences policy allows products to be shipped within 72 business hours of the purchasing. SeneGence shipped Ms. ******** product within 48 hours.

  3. Our records indicate that Ms. ******* contacted SeneGence via email on Sunday, 4/13/2025. This email was delivered outside of ordinary hours of operation. SeneGence contacted Ms. ******* following notice of the BBB complaint. Once contacted, Ms. ******* confirmed receipt of the product and appeared satisfied with the order. Additionally, SeneGences ************************ (SeneCare) confirmed Ms. ******** correct email address.

  4. Ms. ******* received the product on 4/15/2025. This date falls within the timeframe that had been communicated to Ms. ******* at the time of her purchase. SeneGence communicates with purchasers their expected product delivery timeframe based on the type of shipping elected by the purchaser. Ms. ***** selected standard shipping, which identifies shipping to take between five (5) to seven (7) business days. Accordingly, SeneGence had delivered the product within its communicated timeframe. Please do not hesitate to contact SeneGence for questions.

  SeneGence Legal + Compliance Department

  Customer Answer

  Date: 04/21/2025

  I received the ordered products after I filed the complaint.  Your website must have an issue, because I did not receive an order confirmation, and there was no order showing in my account.  Please fix this as I love these products.   Thank you. 
  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,
  
  ****** P *******
  
   
  

• Initial Complaint

  Date:02/05/2023

  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 1/28/23 my sister and I ordered products from SeneGence online while the company was running a promotion. If you ordered $50 or more you received a free gift; item # ****, LipSense Collection Giveaway. I noticed the sales tax for both my and my sisters order was substantially higher than it should have been. Our sales tax in *** is 8%. I contacted our sales consultant, who contacted her company representative, who informed her that SeneGence collects sales tax on free items and that they are allowed to in *******. Both my consultant and I did not think this was correct, and I actually called the ******************************* and spoke to a representative of the ********************* I explained my issue and he let me know that a company is NOT allowed to collect sales tax on free or promotional items. I emailed SeneGences customer service on 1/29/23 and received an auto response that I would be contacted shortly. My email contact was given # ******. I called SeneGence on 1/30/23 and spoke with ***** at ************ and gave her my request # ****** and she was able to pull up my issue, however, she just repeated that they are allowed to collect sales in the US on free items; asked to speak with her supervisor who was supposed to call me back, but never did. I did send a follow up email on 1/31/23 stating I would file a complaint with the BBB and the *** ************** if I did not hear back from the by 2/2/23. No response. My order # is ********. Total charge $117 with sales tax of $13.30. 8% tax is $9.36, over charged sales tax of $3.94. My sisters order # ********, total charge $72, including shipping. Sales tax charged $10.12. 8% tax is $5.76, over charged sales tax $4.36. It is not the small amount of money, but the fact that the company is charging sales tax on FREE ITEMS. I feel that SeneGence is almost committing fraud in collecting this additional sales tax and possibly cheating *** out of this sales tax they are collecting.

  Business Response

  Date: 02/13/2023

  To Whom It May ******* - 

  The SeneGence Legal/Compliance and ********************** have been investigating the matter since receiving the notice on 2/5/2023. The ********************** is nearly done with their review and will be reaching out to the customer this week to resolve the matter. We will keep  the parties updated here. 

   

  Thank you,

  SeneGence Legal & Compliance Department 

• Initial Complaint

  Date:09/19/2022

  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 ordered Senegence Soft Brown ********* per a consultant's recommendation. The color is not a match for me. When I reached out to the consultant to return, she was not helpful. When I reached out to Senegence directly, I was able to complete my return but they refuse to cover the cost of return shipping. If Senegence is going to empower their consultant's to make product recommendations, they should cover the FULL cost of returning the item if the color recommendation was wrong. Especially when the consultant does not assist with the return/exchange process.

  Business Response

  Date: 09/26/2022

  To Whom It May *********************** or about Monday, 9/19/22, SeneGence received the message from *************************************, a SeneGence Customer. On this same day, ********************** began to investigate the matter and the SeneGence ********************* and SeneGence ************* Team (SeneCare) began working on this matter. 

  SeneGence was able to get into contact with Ms. ********************************* on 9/21/22. SeneGence reviewed her matter. Typically, the SeneGence Independent Distributor handles said matters with her/his customer, however, in order to promptly assist Ms. *********************************, SeneGence was able accommodate a pre-paid shipping label to be sent to her to return the product that was not a match for her. This label was promptly sent on 9/21/22.

  SeneGence has confirmed with Ms. ********************************* that this action has fulfilled her request. 

  Please do not hesitate to contact SeneGence for remaining questions. 
  
  Sincerely, 
  SeneGence Legal + *********************