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Business Profile

Skin Care

Zo Skin Health Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skin Care.

Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 11 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:02/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 medical spa owner and ZO skin health closed my account without any warning. The representative said I need to spend $2500 a month with them in order to keep my account open. However, Corporate never sent out a notice and this was never part of the original contract I signed. . The representative told me to hire more staff. I sent multiple emails to customer service the past 4 weeks with no response. I filled out the required online forms to reopen my account and no one will respond. This is completely discriminatory and egregious behavior.

    Business Response

    Date: 02/14/2025

    We strive to maintain open and responsive communication with all our valued partners. The appropriate department has contacted the account. 

  • Initial Complaint

    Date:01/22/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a product (Gentle Cleanser - All Skin Types) on 11/16/24, delivered 11/22/24. As *** purchased this product many times and Ok, this particular shipment was clearly defective (consistency was like water). On 1/6/25, I contacted ************************ ************, spoke to a woman and explained the issue and relevant information with her. She told me give me 30 minutes to send you an email confirming that a replacement order will go out to you. 30 minutes came and went, I never heard back from her and unfortunately didnt think to get her name. On 1/13/25, I contacted **************** again (***** De La **** along with email correspondence to ***** ******** (Supervisor) explained again what happened (including my call with the woman on 1/6) and they both told me nothing they can do without a photo of the defective product which unfortunately i tossed out due to expecting Zo Skin to do what they committed to, sending me a replacement product. Over the last week, I sent numerous follow up emails only to be ignored. In Summary I am requesting my money back or a replacement product shipped as promised.

    Business Response

    Date: 01/23/2025

    We are contacting the customer directly to ensure this matter is promptly addressed.

  • Initial Complaint

    Date:11/30/2024

    Type:Delivery Issues
    Status:
    Answered
    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 11/17 for over $250 worth of merchandise. I contacted the company the day I received a delivered notification as my camera showed no notification of delivery. I checked in with a neighbor to see if they accidentally delivered there as well. The company stated I needed to wait 48 hours. I have been waiting well over 48 hours and have attempted to reach out numerous times. I am not getting any response and they are not refunding or replacing the product! Do not buy from ***** companies like this! They cannot keep my hard earned money!

    Business Response

    Date: 12/09/2024

    Customer has been contacted confirming replacement order. 

    Customer Answer

    Date: 12/09/2024

    I have waited over 3 weeks for a replacement or refund. I have rejected a replacement due to me no longer needing the product and refusing to do business with this company ever again.

    Business Response

    Date: 12/19/2024

    Customers replacement order has been shipped and delivered. This report has been closed in our system as complete. 

  • Initial Complaint

    Date:10/13/2024

    Type:Product 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.
    The shipping company used by ** did not deliver the package. The order was placed on September 22. It required 3 separate follow-ups with the shipping company to determine that they had lost the package. They stated that the sender needed to be contacted, which I did. ZOSkinHealth replied more than a week following my initial email. Their Canadian customer service is only available through email or a message portal available through their website. They state that all inquiries will be addressed within 3 business days, which was not my experience. Their response was also not helpful. They stated that they filed an investigation with the shipping company which may take anywhere from ***** days to process (and is not guaranteed as per the informal language used by the customer service person). I had requested either having my purchased items resent or having the cost refunded, which they did not address and have not addressed on follow-up communication. They have also not answered my question regarded what the requirements were for the company to honour a refund or replacement. Given the nature of the products they sell and the high cost associated with them, an approximate 1-2 month delay, which appears to be best case scenario, in processing is unacceptable. They have also provided zero indication that they will replace or refund the "lost" items.

  • Initial Complaint

    Date:09/17/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Just a general complaint about the companies website. They never respond on online chat or email. You can call anytime of day and it says theyre not open and you have to leave a voicemail. Worst customer service *** ever experienced. Go thru Zein obagis daughter at her clinic in ********************. Shes amazing and very helpful with products. Dont waste your time or money on the website. I actually think no one really works there, just someone that throws your product in a box and ships it. When? Who knows, whenever they feel like it. I also asked for the 2 day free shipping for my order over $150. No response so I had to pay for standard ground. Id like my shipping amount back.

    Business Response

    Date: 10/01/2024

    We are reaching out to the customer directly to take care of this matter. 

     

     

  • Initial Complaint

    Date:09/04/2024

    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 writing to express my deep dissatisfaction with the handling of my recent orders from ZO Skin Health, both of which were shipped via ***** and never delivered to my correct address.Initially, ***** delivered the first package (tracking ************) to the wrong address, which I was able to confirm through the delivery photo provided by *****. I promptly contacted *****, and they instructed me to reach out to the shipper, ZO Skin Health, which I did. Although the customer service I received was less than friendly, I was informed that, as a one-time exception, a replacement package would be sent. Unfortunately, this second package was also not delivered.I filed a complaint with ***** (C-160207617), and they informed me that they require a letter (shipper waiver) from ZO Skin Health to process the claim. Despite multiple attempts to contact ZO Skin Health, my emails have gone ignored, and I have not received the necessary letter. As a result, ***** has closed my case due to the lack of cooperation from ZO Skin Health, and I am now forced to reopen the claim.This lack of communication and responsibility from both companies is unacceptable. While ZO Skin Health may have a policy stating that they are not responsible for lost or stolen packages, it is their duty to provide the documentation requested by ***** so that I can pursue my claim. I have spent my money on a product that I never received, and I am being ignored when I seek assistance to resolve the matter.I expect an immediate response to this issue and for ZO Skin Health to provide the necessary documentation to ***** without further delay. Failing that, I will have no choice but to explore other avenues to resolve this issue.Thank you for your prompt attention to this matter.

  • Initial Complaint

    Date:05/06/2024

    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.
    Used GPay and it pulled in wrong address, called company to correct and they said nope. Good luck and contact ****** Terrible way to handle orders when you spend 100s of dollars

  • Initial Complaint

    Date:04/25/2024

    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.
    I am filing this complaint because the company has refused to refund my money, despite having received the products they requested me to return.Zo Skin asked me to initiate the return process and I had to pay for the return shipping out of my own pocket, as they did not offer to provide a return label. Furthermore, after they received the package, they informed me that I was no longer eligible for a refund. I am confused and frustrated by their business practices and believe this is unacceptable.

  • Initial Complaint

    Date:04/15/2024

    Type:Sales and Advertising 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.
    Ordered a high dollar amount of product, 3 items ended up not working out. Within my 30 day return policy window I reached out to ZO customer service during their website listed hours of operation, the message on the phone said it was outside of business hours and asked me to leave a message. I left a message on 4/3 and did not receive a call back. I called again on 4/5 during the website listed customer service hours, again the automated message indicated it was outside of business hours and directed me to leave a message. I finally found an email address and sent an email on 4/6 asking for help with processing my return. Two days later, on 4/8, I received an email saying instructions had been sent to me with the *** number. I did not receive. I responded sharing I had not received the *** number. On 4/9 customer service finally sent the instructions and information. In the instructions, it was stated that items must be received by 4/11 or they would not be eligible for a refund. I responded on 4/9 sharing that because of the delay in communication on their end, I was now out of town and would not return home until 4/17. I shared that the items were packed, ready to go and could be shipped the day I returned. I received no response. On 4/12 I sent another email to follow up and confirm that I would ship the items as soon as I returned home. On 4/15 I finally received a response sharing that items not received within 30 days will not receive a refund. This is not acceptable. I am seeking a full refund of the 3 items.

  • Initial Complaint

    Date:04/12/2024

    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.
    Since March 28, 2024, I have made several requests to Zo Skin Health about an order that was filled incorrectly. I've tried a call to customer service, sent several emails, used online chat, and sent an online message (using the company's website message form). I've received acknowledgement from Zo Skin Health about their receipt of my messages and the actual issue was acknowledge during the phone call to customer support. In addition to other products, I was supposed to receive two bottles of ************ Defense." Instead, I received one bottle of *********** Defense and one bottle of "Instant Pore Refiner"; moreover, the former is $173 and the latter is only $62, so from a monetary standpoint, I was sent a much cheaper product at a loss of $111. I would like Zo Skin to replace the bottle of Instant Pore Refiner with one bottle of *********** Defense.

Zo Skin Health Inc is NOT a BBB Accredited Business.

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