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:12/06/2024

  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.

  The following problem is due to NuFace Carol Cole Company Inc stating on **** that my listings are infringing on **** trade dress policy. On 12/4/24, and multiple other dates, NuFace reported my different and separate microcurrent devices as infringing on their trade dress. If you search ****, there are other microcurrent devices similar to my own which are not being reported by NuFace. My listings have been removed multiple times due to NuFace inaccurately stating that I am in violation and using their information. If a human being saw my items listenings, they would notice that I am not dropshipping, I own these microcurrent devices, they are not ******************** devices, there is no ******************** logo on the devices, the boxes to not state anything related to a NuFace branded product. My listings show photos of my opened microcurrent boxes. These opened boxes to not look like a NuFace opened box, they are not NuFace devices, they do not have the same accessories or paperwork provided with them. I have contacted **** customer services and they seem to believe that having NuFace remove their report will resolve this issue. I will contact NuFace about this issue today as well. I have advertised my own devices on ****. I would like NuFace to stop reporting my products incorrectly. And if they continue to do so I feel they should be reported for interfering with other people's businesses.

  Business Response

  Date: 12/17/2024

  Hi *****,
  Thank you for reaching out. I wanted to let you know that your case is currently under review. Were working to complete the review as quickly as possible and will provide you with more details as soon as its complete.

  We truly appreciate your patience and understanding during this process. If you have any questions in the meantime, please dont hesitate to reach out.

  Customer Answer

  Date: 12/19/2024

  Per the received company message (pasted below):

  "MESSAGE FROM BUSINESS:
  Hi *****,
  Thank you for reaching out. I wanted to let you know that your case is currently under review. Were working to complete the review as quickly as possible and will provide you with more details as soon as its complete.
  We truly appreciate your patience and understanding during this process. If you have any questions in the meantime, please dont hesitate to reach out."

  I will wait for the response. Please respond professionally in a timely manner. I appreciate your efforts to review this case. Please if you can be very specific about the "trade dress policy" infringement, the claims of "counterfeit" proof and "intellectual property" use. And if there are measures to be taken to avoid policy infraction I am willing to align with expectations. Please provide any proof that there was an infraction (such as photos or chip board schematics).

  I would also like clarification about similar items I have seen posted on **** without restrictions. If you can please clarify how the following item (see link: **********************************************************************************************************************************************************************************************************************************************************************************************************************************************) is considered within the "trade dress policy" compared to my listed items (as my items are similar to those in the link), I would like to understand how my listed products were against the trade dress policy in comparison.

  Thanks.

  Business Response

  Date: 12/20/2024

  Hello, 

  Thank you for bringing this matter to our attention.

  We are reaching out to clarify that, upon review, it appears the product in question may be infringing on the NuFACE/Carol **** trademark. This trademark not only protects our brand name and logo, but also the distinctive shape and design of our devices.

  We take trademark protection seriously to ensure the integrity of our brand and to prevent confusion among customers.

  Thank you for your understanding, and we appreciate your attention to this matter.
  

• Initial Complaint

  Date:09/14/2023

  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 purchased the *** attachment directly from NuFace on 8/23/23, order number ****** for $160 + tax. I tried to return the device(which didn't work for me but was not defective) within the return window, and was told the device was final sale and they would not refund the money. This attachment was NOT listed as final sale on their website when I ordered. They offered another less expensive version that was refurbished and I opted not to order than because it WAS listed as a final sale. The order confirmation does say "final sale" but that was after the order was placed-this was not disclosed prior. I would like resolution to be getting a full refund for this item and also letting people know what an awful company they are. I wish I had looked them up on your site prior to ordering from them. Their "D" rating is well deserved.

  Business Response

  Date: 09/15/2023

  Hi ****, 

  We are happy to communicate that your refund was approved! 
  
  Please be sure to notate the **** RMA0022685 on the outside of your package. Separately, we also sent  you a prepaid label, you should receive via email today. 
  
  Ship Returns to the address noted below:
  NuFACE
  ATTN: REFUNDS (Returns Warehouse)
  ******************************,
  Suite A
  *****, ** *****
  *Please note the **** is only valid for 10 days from the time of receipt and cannot be extended. Any delays in return will require submitting a new request.
  
  
  We will process the return within 15 business days from the day we receive the package back at our warehouse and refunds can be expected 3-5 business days after processing. Refunds will only be issued for pre-approved products that correlate with the serial number provided.
  
  
  *Be sure to not include any personal items with your return and any additional items such as cosmetic bags etcwill not be returned and discarded.
  
  
  Please let me know if you have any questions.
  
  
  Have an uplifting day!
  

• Initial Complaint

  Date:07/18/2023

  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.

  6/28/2023 I placed order for the Nuface Fix on total cost of $131.95 7/8/2023 I sent a follow up email to Nuface asking status for order ******. Was told delivered and left on front porch, but never received. 7/11/2023 Received an email from Nuface stating they filed claim with *** and would take 3 days for resolution and be patient.I replied to both Nuface & *** emails stating I received them and even got a call from *** customer representative for details and *** came to my house to speak to me 7/14/2023 and 7/17/2023 I emailed NuFace again asking if I was going to be reimbursed or receive a replacement. No response to any of my emails. At this point I just want my money back.

  Business Response

  Date: 07/19/2023

  Hello,

  Thank you for sending this over.

  Upon reseraching the matter on our end, it appears that we have processed a complimentary replacement order for our client ************************************

  Order#****** which is currently in transit to the clients destination.

  Please let us know if there's anything else we can assist with.

   

  Kindly, 

  NuFACE Client Experience Team

   

  Customer Answer

  Date: 07/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I have no choice but to accept this resolution, being I was informed they refuse to reimburse me for a refund due to "no refund for shipped orders, per their policy" I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 

  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:03/20/2023

  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.

  Placed an order with Nuface a month ago and selected express shipping. During the checkout, I selected the subscription option for the lotions. The company did not ship my order until two weeks later. eventhough i paid for express shipping, it took them two weeks to process and ship my order. After two weeks of receiving the 1st order, the company processed another order (using the subscription) . I called the company's customer service within 24 hours of receiving the 2nd order confirmation to request a delay in processing the second order.
  The company's rep said they are unable to process an order cancellation even if its within 24 hours of their automated order confirmation. She explained the 2nd order is in process but was unable to the shipping confirmation and the time the order was processed. To say the least, the company has questionable practices. Their refusal to cancelling an unprocessed within 24 hours of the confirmation leads me to believe they don't have the best interest of their customers.

  Business Response

  Date: 03/21/2023

  Good Morning,

   

  Thank you for reaching out and bringing this to our attention.

  Upon looking into this further, it looks like our client has already been refunded on 03/08 the cost of expedited shipping that she paid on order ****** *in the amount of $32.35

  NuFACE cancellation policy that is listed on our website allows a window of 1 hour for cancelations after placing an order, afterwards the order is automatically processed in our system and no changes can be made.

  Returns can be processed for skincare items within 30 days and for devices within 60 days, from date of purchase.

  We have processed a Return Merchandise Authorization for our client for items included in order ****** per her request and emailed her all the return instructions yesterday 03/20.

  Please let us know if there is anything else we can assist with. We are here to help.

   

  Kindly,
  NuFACE Client Services

  Customer Answer

  Date: 03/21/2023

  This dispute is in regards to an automated order that was confirmed as of 3/19/2023 and it appears this order still is unprocessed.  I haven't received an email confirming the order was processed and shipped.   Due to the untimeliness of the first shipment, i had asked for the second order to be postponed however, the business refused to postpone/cancel the order.  The first order was processed extremely late and therefore, i currently do not need a second order.   

  I reject this response because the business did not provide a response or a resolution about delaying/postponing the second order.   

• Initial Complaint

  Date:03/11/2023

  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.

  On February 14, 2023, I purchased the Trinity+ online at a cost of $495 from the companys website MyNuFace.com. This company states on its website that it had a 60 day return and refund policy if the customer is not satisfied with their product. In order to return the product, the customer must email a return inquiry/ request to the company with proof of purchase and the serial number of the product purchased. The ********************** then approves or denies the return request at which point the customer mails the product back and purportedly us refunded their money, I have emailed the company a return request three times and not not received any response from them. I have also messaged them in their ******** page with no response. I have also called the customer service phone number listed in their website NUMEROUS times over the past week *************). No one ever answers these calls. The primary reason that I trusted making a purchase from this website is that I read articles from Vogue and Allure magazines in Which this k ok to duct was promoted. These are reputable magazines and I this thought this was a reputable company. Their website states the following under their Returns Section: WARRANTY & RETURNS Shop confidently with policies put in place to guarantee your happiness. I have since read numerous complaints about customers who are unable to get anyone to answer their phone calls or respond to their emails.$495 is a lot of money to spend on any product. Your help with resolving this matter in any way you can would be greatly appreciated! Thank you so much for helping consumers. I am attaching proof of purchase, my two most recent emails to the company, and my FB message. I do not have a copy of my original return inquiry as I completed that request directly from their website. That is, I do not have a saved email for that as zi entered my information directly onto their website. Thank you again! ***************************** ******************* **************

  Business Response

  Date: 03/13/2023

  Good Morning,

   

  Thank you for bringing this to our attention.

  We have received ******************** request to return her order on 03/06/23 which is still within our standard processing times.

  The request has been processed today and the return instructions has been emailed to our client.

  Once the return has been received by our warehouse team, it gets processed and full refund is issued. The turn around is **** business days from the time we receive the return.

  The RMA0019646 is the reference number for the client's return authorization.

   

  Please let us know if there's anything else we can assist with.

   

  Kindly,

  NuFACE ****** Services

• Initial Complaint

  Date:02/13/2023

  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 purchased a NuFACE Mini Facial Toning Device directly from the NuFACE website www.mynuface.com on November 28, 2008. The order number is *******. Due to changes in my personal circumstances, I was not able to open the device and use it until July 2022. Starting December 2022, I noticed that the device is not holding charge as long as it did when I first started using the device. Initially, I used the device 5 days a week for about 5 minutes each time and I would only need to charge the device once a month. In December, when I was only using the device 3 times per week at five minutes each time, I would need to charge the device every 2 weeks. Now, I would need to charge my device every week. After reading the manual of the device of the device, it indicates that "For ideal battery, life, charge your Mini Device when the low batter indicator begins (low tone beep). I not realized that my device does not do this at all. So to begin with, my device is already faulty. Since I am only able to initiate charging the device when the batter completely drains, the manual indicates that this is still fine as long as "a full battery charge cycle of 12 hours is recommended before us". Since the device is only been used for about 6 months, and even if we consider the purchase date of November 2020, the device should be in working order for more than the 2 years since this device was purchased (implied warranty). This is considering the cost of the device (original price of $180 but bought for a discounted price of $135.). I contacted NuFACE and they indicated that my device is no longer covered by warranty and that they only thing they can do for me is to provide me with a 20% discount to purchase another $245 device. Unfortunately, this is not acceptable as the first device that I purchased should last more than the amount of time that I used it for. I would like to request the company to either repair or replace the device that I have.

  Business Response

  Date: 02/13/2023

  Good Afternoon,

   

  Thank you for bringing this to our attention.

  Our client Mrs. ***** purchased her NuFACE Mini device in November 2020 with a 1-year manufacturing warranty included.

  Client satisfaction is our utmost priority at NuFACE therefore in efforts to keep our client happy and to ensure she gets to continue using a device and enjoying her treatments, we offered her a 20% discount on the purchase of a new Mini device.

  Mrs. ***** existing device is way out of warranty and we do not repair devices. We are willing to include an additional complimentary skincare activator with her new purchase if she may wish to proceed.

  We look forward to hearing back from Mrs. ***** and we greatly appreciate her lolyalty to our brand.

   

  Kindly, 

   

  NuFACE Client Services

  Customer Answer

  Date: 02/13/2023

  Thank you to the NuFACE Client Services for reviewing my complaint. Unfortunately, your suggested resolution is not acceptable. With the cost of your product and its purported quality, it should be be expected that your products will last longer than the 6 months that I have used it for. In fact, it should last a lot longer than the 1 year warranty that your company is providing. This is especially true considering that your device needs to be used consistently for the long term in order to achieve the treatment effects that you are claiming. If your products is indeed of quality, then you can standby the fact that the defect in the device that I have may be an outlier and that any replacement should be free from defects. But unfortunately, you do not want to replace or repair my device. How can I have confidence and purchase again from your company and spend another $196 for another device that could possibly last just another 6 months. As per my research, the issue I am experiencing with my device is not isolated and many have also experienced battery failure. I'm sorry that your company cannot provide a greater level of support and help to your customers like myself.

• Initial Complaint

  Date:12/19/2022

  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.

  On Nov 30 , 2022 - I placed an order for a device for $184.00 I have been not receiving communication from the business regarding my order except when I have been misled with false information regarding the shipping already taking place or in process . It should have been shipped 2-3 days after purchase . No one is responding .

  Business Response

  Date: 12/20/2022

  Good Morning,

   

  We sincerely apologize for the delay in shipping. Our processing time for orders placed during this holiday season is ***** days and afterwards the order goes to shipping.

   

  ****************** order has been processed and and a tracking number has been assigned to the package. We included complimentary expedited shipping to the order so she can receive it before *************************************************** tracking number is: 1Z4233200242028356

   

  Please let us know if we can be of any further assistance to you.

   

  Happy Holidays.

  Customer Answer

  Date: 12/20/2022

  
  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,
  
  *****************************