Complaints

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

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  GoPure Beauty

  30700 Russell Ranch Rd Ste 242 Westlake Village, CA 91362-9500

  
• 

  GoPure Beauty

  4115 E Hillcrest Dr Westlake Village, CA 91362-3756

  

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:07/28/2025

  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 was charged through my bank card. I have made no order and I have no subscription. Website also shows no orders on my account but I was charged $71.29 today 7/28/2025

  

  Business Response

  Date: 08/05/2025

  
  Thank you for your feedback. We sincerely apologize for the inconvenience this has caused.

  Upon review, we found that your cancellation request was submitted on July 31st using the email address ***********@gmail.com. However, the renewal order had already been generated on July 28th under a different email address: *******@gmail.com. This explains why you were unable to see any active orders or subscriptions under ***********@gmail.com; the subscription is associated with *******@gmail.com.

  Since the order had already shipped by the time you reached out, we initially provided return instructions to process a refund. According to tracking, the order was delivered on August 4th and marked as "Left with Individual." Here's the tracking link for your reference - ****************

  We’ve gone ahead and issued a full refund for the order. There’s no need to return the products; you may keep or dispose of them as you prefer. The refund should appear in your account within 3–5 business days.

  Thank you for your patience and understanding. Please do not hesitate to reach out to us at [email protected] if you have any further questions or concerns.
  
  Best Regards,
  goPure

  Customer Answer

  Date: 08/05/2025

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23*****6, and find that this resolution is satisfactory to me.

  The cancelation was selected after last order around May of 2025. This has been resolved. Returning pack and reimbursement being issued. Thank you for time and assistance
  
  
  
  Regards,
  
  
  
  M****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/28/2025

  Type:Billing 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 a product on July 24 around 8pm I decided to cancel the order on the same day but they’re saying I only have 45 m window to cancel I did look at the description but I never see or warning that I only have 45m window to cancel and that I have pay the shipping if I do decide to cancel

  

  Business Response

  Date: 07/28/2025

  Thank you for your feedback, and we’re sorry to hear about the issue with your order. We weren’t able to cancel the order due to how quickly it was processed. We’re very sorry for the inconvenience.

  We approved your return request yesterday and sent the return label to your email. Once the item is on its way back to us, we’ll proceed with issuing your refund. For your convenience, the return label is also attached here.

  We appreciate your patience and understanding. If you have any further questions or concerns, feel free to reach out to us at [email protected]. We're here to help!
  
  Best Regards,
  goPure
  

• Initial Complaint

  Date:07/28/2025

  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 purchased the product on a PAY NOTHING TODAY advertisement. When I subscribed I gave my card for future charges if I decided to keep the product after 14 days it would then charge me. I understand taking the payment information to make sure funds are available but no payment deduction. So I contacted them and they said the following: To clarify, the "pay nothing today" message refers to an actual charge—not the temporary authorization hold that appears as a deduction on your account. That hold is meant to confirm that your card is valid and has sufficient funds, and it will convert to an actual charge. PAY NOTHING TODAY means pay 0.00 to me TODAY therefore they should make that clear. I CANCELLED right away so I have not received the product I immediately cancelled because I already foresee problems with this company so I’m hoping I get the charge back into my account just as fast as they charge me. Again MISLEADING advertising.

  

  Business Response

  Date: 07/28/2025

  Thank you for your feedback, and we sincerely apologize for the inconvenience this has caused.

  We’d like to confirm that you have not been charged for this order. You will only be billed after the 14-day trial period. Your order is currently in transit and is expected to be delivered today. For your convenience, here is the tracking link: *************************68809 

  To ensure you are not charged, we’ve gone ahead and submitted a return request. No further action is needed on your part, and you’re welcome to keep the item.

  Additionally, we’ve refunded the shipping cost, which should appear in your account within 2–3 business days.

  If you have any other questions or concerns, please don’t hesitate to reach out to us at [email protected]. We're happy to help!
  
  Best Regards,
  goPure
  

  Customer Answer

  Date: 07/28/2025

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23657940, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Lu* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/07/2025

  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.

  Hello, thank you BBB for your continued support to customers. Order # GP3****29. I haven't received the item, still being charged for a membership. I called ###-###-#### and left a message stating, that I haven't received any items, cancel my subscription.
  I was charged $40.95. I notice Gopure Beauty has deducted another $28.45 from my account ending in 8203. I have called, and email supportgopure email. I received one reply back. I would like to be reimbursed, and the subscription cancelled please.
  
  Thank you,
  J** *****

  

  Business Response

  Date: 07/08/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience this has caused.

  Upon review, it looks like you placed an order for the Try Before You Buy Arm Cream, which has not been charged to your account. You are not enrolled in a subscription for this product. The charge you're seeing is an authorization hold, not a completed transaction. We’ve initiated a request to ensure you won’t be charged, and the authorization should automatically drop off within the next few business days. 

  You were charged for shipping and handling though as this is the nature of Try Before You Buy which is you pay shipping and you can try the product for 14 days before you are charged but we are going to refund this for you. The shipping refund will show up in your account in the next 3-5 business days.

  We also apologize that you haven't received the order, even though the tracking information shows it was delivered on June 19th. The shipper has provided a delivery photo for reference. You can view the tracking details here: ****************

  Please check with your family members or neighbors in case the package was accepted or placed nearby. And no worries, feel free to keep the product if it turns up!

  We hope this helps. Please do not hesitate to reach out to us at [email protected] if you have any further questions or concerns.

  Best Regards,
  gopurebeauty

• Initial Complaint

  Date:07/02/2025

  Type:Billing 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 a try before you buy face cream but was sent other items along with that that I ended up being charged for. The amount charge was $88. I have contacted them and they sent me a return label and I immediately return all items that were sent to me. I have since then requested my refund of which I have received many responses for but no refund. They have been giving me the runaround. Customer service is horrible you can only reach them by leaving a message or through email. There has been no resolve for my request and at this time I just want my money back

  

  Business Response

  Date: 07/02/2025

  Thank you for your feedback. We’re sorry you missed the email confirmation we sent on June 28th regarding the refund. For your reference, we've attached a screenshot of that confirmation. Please note that refunds typically take 3–5 business days to process.

  We also received your email and will respond shortly. We appreciate your patience and understanding.

  If you have any further questions or concerns, feel free to reach out to us at [email protected].
  
  Best Regards,
  goPure Beauty

  Customer Answer

  Date: 07/04/2025

  
  
  
  
  I am rejecting this response because:

  I have only received 5.00$ refund but not my full refund of 88.86 $ it is going in 2 weeks.
  
  
  
  Regards,
  
  
  
  Deborah Dupree
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/31/2025

  We sincerely apologize for any confusion regarding your recent order. We'd like to clarify that your order was placed through our Try Before You Buy program, which means you were not charged for the items upfront - only for the shipping and handling fee, which was refunded on July 2nd. Please see the attached screenshot for your reference. It shows the $5 shipping charge on June 24th and the refund issued on July 2nd.

  The $88.86 you saw was only an authorization, not an actual charge. This is a standard part of our trial process, used to verify the card and help prevent fraud. The full amount would only have been charged after the 14-day trial period, unless a return was initiated, which you did on July 2nd, the 8th day after your order.

  We hope this clears things up! If you have any other questions or need further assistance, please don’t hesitate to reach out. We're happy to help.

  Best Regards,

  goPure

• Initial Complaint

  Date:01/17/2025

  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.

  On 01/15/2025 I received an email out of the blue from GoPure stating "thank you for your order!" Etc etc. I immediately went to their website and pulled up my account. I was stunned that an order was processed and that I was charged WHEN I NO LONGER HAVE ANY ACTIVE SUBSCRIPTION WITH THEM. A fact one of their own reps confirmed, after stating "there was a glitch in their system". How many other people have been charged for orders they NEVER PLACED? WHILE the order was still "UNFULFILLED" and 9 whole hours PRIOR TO a shipment email confirmation I contacted them to STOP this order that THEY placed, not me, and give me a full refund. An AI response acknowledged it as UNFULFILLED and that a rep would work on being stopped and process my refund as soon as possible. That NEVER happened. It has taken over 6 emails, several private social media messages, website contact form inquiries and STILL no one has been able to fully resolve my issue. They tell me that the order "processes fast" (9hours mind you?) and they were unable to stop the order from going out, but that I can have a 50% discount on a future order, then finally just said I will have to take the time to print a return label and send it back before they will refund me. THE CUSTOMER WHO DID NOT PLACE THIS ORDER, IT IS THEIR FAULT, AND ACKNOWLEDGED AS SUCH, SHOULD NOT HAVE TO TAKE THE TIME TO FIX THEIR ISSUE FOR THEM AND BE OUT MONEY TAKEN UNAUTHORIZED WHILE THEY WAIT FOR THE ITEM TO ARRIVE. Their "customer service" is entirely nonexistent and absolutely appalling. No possible comment they might leave on this complaint will justify them NOT taking full responsibility for THEIR mistake and not only STEALING funds but then forcing a customer to go out of their way to remedy their mistake for them. I do not want their product, IT DOES NOT WORK, I did not order it again. I should not have to be put out, with a husband in the hospital right now and small children at home, to "return" items I never wanted to begin with!

  

  Business Response

  Date: 01/24/2025

  Thank you for bringing this to our attention and we extremely apologize for the inconvenience this has caused. We issued the refund last January 17th and you should have received a separate email confirmation about the refund. There is no need to return the products, please feel free to keep or gift them.

  We would also like to confirm that your subscription was successfully canceled so no new orders will be placed unless you place a new order online and no shipments will go out automatically going forward.

  We hope this helps. Please do not hesitate to reach out to us by sending an email to [email protected] if you have any further questions or concerns.

  Best Regards,

  goPure Beauty

• Initial Complaint

  Date:08/30/2024

  Type:Billing 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 bought a present for my mom via Facebook of the under neck cream, the cream stayed in my basket at checkout and the serum was purchased, although I deleted it. I emailed immediately and got an email 6 days later telling me I was delivered the item and had to start a return and a link. I click the link and of course, it tells me they couldn’t retrieve my order please email the support email-the same one who sent me the link! I’m tired of this run around it’s so inconsiderate of my time and hard earned money in this economy. While I wanted to still get my mom her present, at this point I want my money and to never do business with a shady company like this again.

  

  Business Response

  Date: 10/10/2024

  Hello. Our records show that this order was refunded in full on September 4th. We apologize for any delay or other inconvenience our team may have caused.

  We do our best to provide excellent customer service, but we are growing quickly and we're not always perfect. We'll continue to refine our processes and add support reps in the hopes we can improve.

  If there's anything else we can do to help please let us know. 

• Initial Complaint

  Date:06/20/2024

  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.

  Order # GP1****00
  Order for GOPURE tighten and Lift Neck Cream
  Sample of Mini Dramatically Dewy Serum
  ordered on June 10th, 2024
  order delivered on Sunday, June 16, 2024
  When box opened only the mini sample of dewy serum was inside along with crushed up paper, the typed receipt. On June 14th, I contacted go pure support, they requested photos which I immediately sent along with a video. Received a response saying they would get back with me about either sending the cream or a refund, I prefer the cream and all other emails ignored, no more responses and no resolution since 6/16/2024. I have sent four follow ups all ignored.

  Customer Answer

  Date: 06/20/2024

  The Company sent an email yesterday apologising for the delay in response and resolution.  They have shipped the missing neck cream.  I will update to confirm once received.  Thank you very much!

  

  Business Response

  Date: 07/01/2024

  she contacted us on 6/16 advising that the shipment was missing items. We requested photos which she submitted. We then conducted our standard internal review and sent a replacement shipment on 6/19 which was delivered on 6/24.