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:01/19/2024

  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.

   
  Complaint: 21171504
  
  I am rejecting this response because: if you have the recorded conversation please attach it as you are not truthful in what you are saying and leaving out an important fact. The customer service individual I spoke with clearly told me there was nothing she could do but charge me for the amount as I should have read the terms which I did not see on the add itself. Once you confirmed my order I can see now that it was written but I am not sure it was included in the email I received confirming my order and unfortunately I can't seem to find it in my email. So when your customer service told me there was nothing she could do I said I would cancel my Master Card and contact the Better Business Bureau as this was dishonest of their part. Also I would like to add that I uncluded terms and conditions from your site in regards to free trials as I searched to find it after speaking with your staff and there it stipulates 16 days from time of ordering free products so you have different information at different places. When I called customer service on Jan 14, ****. I was within the 16 day timeframe and therfore should not have been charged. I ordered products Dec 31, 2023 at 11h59 Am according to your email sent to me confirming my order for a free trial. It was shipped on Jan 2, **** from your location. You billed me on Jan 14, **** on my Master Card and I called customer service Jan 14, **** at ***** AM. I was withing the 16 day timeframe. To add your customer service did say she would cancel my account, suscription and I would not receive any further products and would not be billed however I did a ****** search on reviews for your company and there are many, many, many complaints of the same issue and clients being told according to their messages that their account would not be billed any further and kept being billed none the less so for that reason I had to cancel my credit card. I clearly am not the only one who didn't see your conditions. It's a clear click bait and that is not OK. I would like to be reimbursed for the amount of ****** by cheque as I have no intentions of giving out a credit card number. I was within the timelime. 

  thank you 
  
  Sincerely,
  
  ***************************

  them to be added on your list of fraudulent company.

  Business Response

  Date: 01/20/2024

  Hi ********,

  Good day! 

  When you contacted us, the customer service representative asked you if you have read the Terms and Conditions of our trial promotion, you said NO, and you said you will just contact Master Card and have them deal with us and ended the call. Please be advised all calls are recorded. 

  If only you let our **************** Representative assist you with your concern this should have been resolved when you called us last January 14.

  Regarding with our terms and conditions, it was presented to you when you signed up for the trial and we sent you an email on how the trial works on the email address you provided *********************** (attached)

   

  Its important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately. If you give us a chance, we are intent on making this right and hope you will allow us to speak with you to discuss the situation. You can send us a private message with your phone number or email address and/or you may contact us on these numbers. All of our customer service lines are working, and we also have a chat with us button on our website.
  
  
  ***: *****************
  CA: *****************
  **: *****************
  **: ***************
  HK : ****************
  **: *****************
  **: ****************
  
  
  
  We are looking forward to hearing from you.

   

  Abby,
  Customer Support Manager

  Customer Answer

  Date: 01/23/2024

  In bold and red you can see conversation I had with **************** at ********************** on January 22, **** telling them I never agreed to a 50% reimbursement even though they keep insisting I did. They are saying the situation is resolved so I emailed back stating it was not as I never agreed. They did credit Master Card for 50% of charge even though she told me she could not as my account was cancelled. I don't understand these people they seem to say whatever they want and do whatever they want. Hopefully you continue trying to resolve this. Please keep me updated.

  I attached as a file copy of emails

  Thank you

   

  Business Response

  Date: 01/24/2024

  We have thoroughly reviewed the records of ******************************** and found that she recently contacted our Support Team on 01/22/2024 to inform us that she has already filed a dispute with her bank and cancelled her credit card, even we already processed the 50% refund. As a result, we are unable to process her request for a full refund at this time. We advise her to wait for updates from her bank regarding the investigation of the disputed charges. Once the bank confirms that the charges were valid, she will be notified by her bank and handle the refunds accordingly.

  Regarding the concern that *************** did not agree to a 50% refund, her son ***** called us on 01/21/2024 at around 1:30 PM on her behalf and agreed to accept the 50% refund offer. We processed the refund on the same day he accepted the offer.

  Alternatively, we can be reached on our 24/7 Phone and Live Chat Support. Please check the numbers below that apply to your region/country.
  
  ***: *****************
  CA: *****************
  **: *****************
  **: **************
  HK : ****************
  **: *****************
  **: ****************
  
  Best,
  Support team

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21171504
  
  I am rejecting this response because: it is all lies from their part again. My son ***** did speak with them but never agreed with a 50% discount either and the 50 % refund was sent days after they spoke with thim. My son asked that they send a cheque for a full refund. As far as not being able to send refund to Master Card they are able to send full refund to my previous Master card they have on file and it will be accepted by Master Card. The 50% refund was accepted.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/30/2023

  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.

   
  Complaint: 20938206
  
  I am rejecting this response because: *********** is actually making my point with their response.  Per the terms, I had a 14 day free trial.  ON the 14th day, on the last day of my free trial, first thing in the morning I requested cancellation.  They had already charged the amount.  They are requiered per their own disclosures to wait through the 14 days.  NOT charge ON THE 14th day.  I previously attached the disclosure and terms from the company.  Also be advised of the horrible on line scam company reviews.  
  
  Sincerely,
  
  *************************y charged me. Per the terms of the agreement, there would NOT be a charge if I canceled within 14 days, which I did and I was charged on the 13th day. Although I did cancel within the 14-day time frame, on their website it also states the trial return is 16 days. I have attached to this email both the 14-day and 16 screenshots. I have also included proof of the date of order and proof of the date of cancelation.

  Business Response

  Date: 12/14/2023

  Hi there!

  Thank you for reaching out.
  
  As per checking on the account, our company provided the Terms and Conditions in numerous ways for *************** to be guided. We have no idea that she missed reading them resulting to non compliance. The charge on her account was processed on the 14th day of the trial, since we did not receive a cancellation request from her. She placed the order for the trial on November 16, 2023 at 7:52 am. The trial charged was processed on November 30, 2023 which is the 14th day of her trial. This charge was based on the Terms that we presented to her. 

  Considering this, we agreed to help her with a refund, given that she will return the product which is also stated on our Terms. However, she opted to file a Dispute with her bank/financial institution. We are also waiting for the results of her bank's inquiry with regard to the validity of the charge. 
  
  We are also hoping for a fair resolution on this matter.
  
  Thank you for your assistance.
  
  Best,
  Essence of Argan Support

   

  Business Response

  Date: 12/18/2023

  Good day!

  Thank you for reaching out!

  As much as we would like to help *************** in processing a refund, she has to wait for the bank to finish their investigation since she already disputed the charges. She may withdraw the dispute with her bank and provide us proof that there's no incoming chargeback case and we will refund her right away.

  Customer satisfaction is our number one priority.

  You know we are available to assist you 24/7 .
  
  
  ***: *****************
  CA: *****************
  **: *****************
  **: ***************
  ** : ****************
  AU: *****************
  **: ****************
  

  Thank you!

  Best Regards,
  Abby

  Customer Support, **********************

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20938206
  
  I am rejecting this response because:

  I have spoken to my bank, Truist, the business account fraud prevention department. They have explained to me,  if Essence of Argan truly intends to refund me, all they have to do is refund the money. Once the merchant credits the account, at that point ****** will deny my claim since it has been resolved through the merchant. That is the standard procedure. They would never allow two credits to my account for one charge, they said no bank would. They also advised that I should NOT withdraw the disputed charge case. Once again, Essence of Argan is being misleading.  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/18/2023

  Please see the attached email thread from Trust Arc.  Essence of Argan upon threat of legal action has removed the fruadulent seal they had on their website from Trust Ark. I am in the process of enquiering with the other vendors they claim on their website they are endorsed/certified by.  

  Customer Answer

  Date: 12/19/2023

  I have spoken to my bank, Truist, the business account fraud prevention department. Truist has not completed its investigation.  They have explained to me,  if Essence of Argan truly intends to refund me, all they have to do is refund the money. Once the merchant credits the account, at that point ****** will deny my claim since it has been resolved through the merchant. That is the standard procedure. They would never allow two credits to my account for one charge, they said no bank would. They also advised that I should NOT withdraw the disputed charge case. Once again, Essence of Argan is being misleading to say that they can not move forward with the resolution unless the case is dropped with the fraud department, the case will be resolved if they refund, then the case will be dropped, this is standard operating procedure. 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20938206
  
  I am rejecting this response because:

  Per my bank Truist, you absolutely can refund the disputed amount. Once the merchant (you) credits the account, at that point ****** will deny my claim since it has been resolved through the merchant (you). That is the standard procedure. 

  Your assertion that I should have asked for a refund is another false statement,  I requested the refund numerous times.  I messaged via chat to cancel the subscription on the morning of the 14th day of the 14-day trial. That is when I was informed that I was already charged.  I was not receiving direct responses to my questions via chat, so I ended the chat and called the customer service line.  Of course, I asked for a refund, that was the entire point of the call, actually three calls that morning. Each time, I spoke to the same ***, no one else answered the phone, every time I requested the refund, I was told it was too late to receive the refund. I even told the *** that she was leaving me no choice but to call my bank and stop payment on the fraudulent charge, and she still did not offer the refund. You could have canceled the charge on the 14th very easily because it was at that point a pending charge.  As the documentation shows, I had to wait to file the fraud dispute until the charge had cleared my account. 
  This is NOT a purchase/ return refund situation, you are trying to conflate two different situations.  This was a free trial period that your company erroneously charged me BEFORE the trial period was over.  That is two different things.    To reiterate, I have documented that I have followed every step of the ***** POLICY, even returning to you the unused product.  It is fraudulent to have a free/no-charge trial period and then charge before the trial period is over.   
  Sincerely,
  
  *************************

  Business Response

  Date: 12/19/2023

  Dear ***************,
  
  As you can see, we can no longer process a refund since the charge on your account was reversed by our payment processor after we receive a chargeback case on December 12.
  Also, the charge on your account was explained by one of our Customer Support Team and you should have asked a refund that day instead of filing a dispute to resolve this matter instantly since we have our Return and Refund Policy which was presented to you, and you can also see that on our website **************************************************************;

  We value your business. 

  Should you ever need ** - remember, we are here 24/7 via Phone and Live Chat Support.
  
  ***: *****************
  **: *****************
  **: *****************
  **: **************
  ** : ****************
  AU: *****************
  **: ****************

   

   

  Thank you,
  Abby

  Customer Support

   

  Business Response

  Date: 12/21/2023

  Hi ***************,

  We respect your decision. As you can see, we no longer have control over the processing of refunds, since our processor already received the dispute case from your bank, and the amount has been withdrawn from our account.

  Just wait for your bank to finish their investigation.

  Happy Holidays and God bless!

   

   

  Thank you,
  Customer Support

  **********************

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20938206
  
  I am rejecting this response because:

  No, I do not "see" that, I see you are not being honest, again. Because, that is not what my bank ****** says **********, you absolutely can refund the disputed amount. Once the merchant (you) credits the account, at that point ****** will deny my claim since it has been resolved through the merchant (you). That is the standard procedure. You have changed your position numerous times throughout this dispute, horrible way to do business.  I reported your website and the fact that you were claiming a certification from trustarc, to TrustArc. Per TrustArk; We recommend extreme caution in doing business with this company, as they are making inaccurate representations on their website. Our trademark violations team is reaching out to get the unauthorized reference to our company removed and we appreciate your notifying us.  They have notified me that you have removed the unauthorized certification from your website.  I am in contact with the other companies you claim certification from and will verify if your company is in violation with them also.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/03/2023

  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 ordered a free trial from the company and it said I had 14 days to try it. I have not received the initial order. I received an email stating they have charged me for another order. I immediately emailed them to advise I didnt receive the initial order which stated I would try for 14 days and cancel. They called and stated the initial order was delivered 10/28 by **** I explained that I didnt receive it and I flew out on 10/27 because my Mom died. She said I was charged $69.99 because I didnt cancel within 14 days. I again advised I never received it and they needed to check the shipping. Additionally, why would they charge me 5 days after delivery instead of 14 as it states. This company is a fraud. They stole my money twice and I dont believe they ever delivered anything. They are now saying they cant refund me until the package is returned. I cant return something I dont have.

  Business Response

  Date: 11/03/2023

  
  Hi ,
  
  
  Its important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately. If you give us a chance, we are intent on making this right and hope you will allow us to speak with you to discuss the situation. You can send us a private message with your phone number or email address and/or you may contact us on these numbers. All of our customer service lines are working and we also have a chat with ** button on our website.
  
  
  *****************************************************************************************************************************************: *****************
  **: *****************
  **: ***************
  HK : ****************
  **: *****************
  **: ****************
  
  
  
  We are looking forward to hearing from you.

• Initial Complaint

  Date:05/17/2023

  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.

   
  Complaint: 20067931
  
  I am rejecting this response because: I did email to cancel immediately after browsing your website where it was not clear at all I would be billed this. Since I am not in the country, I did not want to continue after the sample period and asked not to be billed and then was billed. I was then offered an 80% refund, but it didnt go through on my card. I called again, but this time I was only offered 70%. I need this refunded as Im not even in town to use it. 
  
  Sincerely,
  
  Ally Hulton

  Business Response

  Date: 05/17/2023

  
  
  Hi ******,
  
  Good day!
  
  Based on your conversation with our representatives, our Terms and Conditions were explained to you, this was also sent to your email and presented on the website on the day you ordered. 
  As per our Terms and Conditions:
  For free trial customers, start your trial today, and we will send you a full-size sample supply of Essence of Argan, just pay the shipping and handling fee. You will have 14 days to try the product and discover why Essence of Argan is the right anti-aging, multi-purpose, eco-certified organic, treatment for you. If you enjoy our product, simply do nothing you will be billed the discounted price of $99.88 (+ applicable tax or VAT) in USD, at the end of your trial period and sent a full months supply of Essence of Argan.
  
  
  Upon checking on your account, you were assisted by three different representatives and were provided with our RETURN AND REFUND POLICY, refunding you is not a problem with **, as long you follow our Return and Refund Policy which was presented to you on the day you placed your trial order, which you can also see on our website.
  You requested to speak to one of our supervisors after two customer service representatives assisted you and we believe you understood why you got billed and understood our Return and Refund Policy.
  *********************************************************
  
  
  
  Its important to ** that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately. You may contact us on these numbers. All of our customer service lines are working, and we also have a chat with us button on our website.
  
  ***: *****************
  **: *****************
  **: *****************
  **: ***************
  ** : ****************
  **: *****************
  **: ****************
  
  We are looking forward to hearing from you.
  
  

  Business Response

  Date: 05/18/2023

  Hi ******,
  
  Good day!
  As per your agreement over the phone with one of our supervisors and representatives **$70 has been refunded to your account. The refunded amount should reflect your account in 3-5banking days. You also mentioned on your chat that you cannot return the product for a full refund, since you do not live in ******* which was the address your provided when you signed up.
  
  We also sent you emails on how to cancel. And you always have the chance to cancel your subscription using your Shopify or Recharge log in or simply visit our website and visit Easy cancel page.
  ******************************************************
  
  
  Our customer service representatives tried their best to help you sort things out to get a full refund. Just let ** know if you wish for ** to attach your chat history and call recordings. here.
  
  If you have further questions, you know we are available to assist you 24/7.
  
  
  ***: *****************
  **: *****************
  **: *****************
  **: ***************
  ** : ****************
  **: *****************
  **: ****************

  Thank you!
  
  
  Best Regards,
  
  Essence of Argan Customer Support

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20067931
  
  I am rejecting this response because: as discussed on the call, Im not in ******* and didnt make the purchase. I browsed your website and got charged when I never ever agreed to this. Its fraud and I want a full refund as Im not even at an addresss to collect the product.
  
  Sincerely,
  
  Ally Hulton