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Business Profile

Skin Care

Obagi Medical Products Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skin Care.

Complaints

This profile includes complaints for Obagi Medical Products Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Obagi Medical Products Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 1 complaint 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:04/18/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Dear Better Business Bureau,I am writing to file a complaint regarding a defective product I received from Obagi. I purchased a tube of Obagi cream, and upon attempting to use it, I discovered that the product was damaged. When I tried to squeeze the cream out, it instead came out from the opposite end of the tube due to a tear. I have attached a photo of the damaged tube for your reference.I contacted Obagi customer service, and the representative informed me that the product was meant to be pumped, not squeezed. However, there were no instructions on the box or on the tube indicating that it was a pump-based mechanism. As a result, I unknowingly used the product incorrectly, leading to its damage.I believe this is an issue of poor packaging and lack of clear instructions. I respectfully request a replacement product, as the damage occurred due to inadequate labeling, not misuse on my part.Thank you for your assistance in resolving this matter.

    • Initial Complaint

      Date:07/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have been using Obagis vitamin C with hydroquinone for several years, as my esthetician recommended it for hyperpigmentation. I have purchased from the same company during the time of usage as well. More recently, I purchased a bottle of the product and a little less than half way through, I noticed that it seemed to be ineffective. With this product, you can usually expect to see a change within 3-4 weeks (and Im being generous here). So I purchased a 2nd bottle after letting the company know about the issue. Almost halfway through the bottle, same issue. I had even purchased and sent a bottle to my mother because she was having some issue with hyperpigmentation, and her dermatologist okayed her for usage.After purchasing THREE bottles and noticing a real issue (but also being outside of any option for return), I reached out to Obagi directly so that I could possibly see if there was a potential batch issue. The first point of contact was around 6/12/2024. When I didnt receive a response, I sent a second email on 6/19, advising them that I had not received a response and restate the issue. In spite of ALL that I said, a rep said reach out to a skin care provider to get product recommendations. I responded on 6/21 advising that NONE of my concerns/requests were addressed in the response. When I received a follow up response on 6/21 (same day), the rep was extremely rude, using verbiage that I didnt use in an attempt to undermine my issue. I responded back on 6/22. It is now 7/5 and I have yet to receive a follow up from Obagi about the bad batches of product I received. Considering that each company charges at LEAST $150 PER bottle, this is a horrible way to handle/dismiss a customer whos literally supported the brand for at least 4 years. For reference, these were purchased from ************

    • Initial Complaint

      Date:02/28/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 February 8th 2024, a product order in the amount of $176. I have not received the product nor have I received help from the business. I have called twice, left one voicemail, and have an email thread where I have inquired several times regarding status. They only responded after I reported the amount as fraud on my credit card stating they are unable to provide a reshipment or refund. They then gave me a screen shot of a tracking number instead of the actual link for my order. I looked up the tracking number and it just says "in transit" and has apparently come to my city and then went back to CA. I have emailed several times inquiring about the status and if there is a problem Id like a refund and they only keep sending me screenshots of the order (which aren't even loading in my email anymore) and saying "we are unable to process a refund." I am convinced this is fraudulent since no one seems able to assist me effectively.

    • Initial Complaint

      Date:06/22/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 products from this company they are telling me they have been delivered well I just came from the post office and the items I ordered are not there they have lied once again they created a label but they have not sent them they keep telling me they are having problems filling the order ? what does that mean anyways if you have something on your web site to sell then you have it I want a total refund of ******

    • Initial Complaint

      Date:06/13/2023

      Type:Order Issues
      Status:
      Resolved
      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 sent back a lash serum to Obagi the last week in April 2023, which Obagi acknowledged receipt of the return on May 5 2023. Since, Obagi said Pay Pal is not working with their new system. Then on May 22 2023, ********************* stated Obagi would send a check for $132 via registered mail. I havent received a check or refund to Pay Pal.

      Customer Answer

      Date: 06/22/2023


      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:02/24/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 a longtime user of ********************** Clenziderm Benzoyl Peroxide. I would order from Dermstore which was listed as an authorized seller. At one point in 2021 into 2022 it was difficult to find the product anywhere, even your own website. I went on your website to see if I could find an Authorized Seller who had this product. ********** was listed as a Premier Partner *************************************************************. ********** has a website and had your product in stock. They had a discounted price, and I signed up for a subscription with them as I need a bottle monthly. Recently, they stopped delivering the item without contacting me, and cancelled my subscription. On February 7th I contacted them, explaining that I am dependent on this subscription, asking about the whereabouts. I was told it would ship next business day. It did not. Then I was told they were changing their subscription services, then I was told they would put me on a new subscription but I needed to pay $8.60 more for my subscription as their cost increased. I agreed. Then they backtracked on that and stated they could not put me on a new subscription and basically want me to pay full price, and gave a $5 for my next order. This went on from February 7 to February 23rd. I received emails from 3 different employees at Skin Elite, some speaking of their 'rights' to increase prices, and make changes. While totaling ignoring the consumer rights to be notified of changes, prominent and conspicuous notice, clear, easily understandable terms. When I pointed these things out to them, they ignored me. When I asked them why they told me they would resubscribe me for $8.60 more, and then went back on that, they ignored me. In the meantime, I ordered from a different company as its been almost a month and nothing is resolved. The product I ordered from a different company had a slight burn to it as it did when I first started using it. I did not get this burn with ************** Product. Now I wonder about the quality.

    Obagi Medical Products Inc is NOT a BBB Accredited Business.

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