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:04/18/2025

  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 this product because I guess I thought it would help with creep skin. But it didn't. Then a month later they take another $117 out of my checking account. I did not see where it was a recurring thing when I ordered it. My thing is how do these Companies get by with their lies to sell a product? It makes people like me believe it works. Old People. It is not worth the jar they ship it in.

  Business Response

  Date: 05/02/2025

  We understand Ms. ******** frustration and disappointment with the product and the unexpected charge.
  
  Upon reviewing her order, we found that she initially purchased a 3-jar monthly subscription under promotional pricing. This subscription explains the subsequent charge of $117 that occurred a month later.
  
  When purchasing through our website, the number of jars, price per unit, and the option to either subscribe for a monthly delivery or place a one-time purchase, are all indicated in the page. Additionally, the checkout screen also indicates the number of items purchased, whether it was a single purchase or a subscription, and the total cost. We do our best to be as transparent to our customers as possible which is why this information is shown twice before finalizing the purchase. Also, an order confirmation email is sent to the customer with the order details once the purchase is finalized.
  
  We're also confident that we've done what we can to formulate the very best skincare products on the market. Our products are science-backed to work for men and women of any age, no matter their skin tone or skincare routine, and have worked for the majority of our customers. That said, there may be factors unique to the individual that may affect the efficacy of our products which is why we offer a no-questions-asked 60-day refund for all purchases. While we would normally ask the customer to return the items to get the full refund, as a gesture of goodwill, we have already processed a refund for Ms. ******** purchases. The refund will be reflected in her original payment method within 7-10 business days.
  
  We trust this resolves Ms. ******** concern.

• Initial Complaint

  Date:04/18/2025

  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.

  On September 8, 2024, I purchased three jars of MiamiMD Lift and Firm Cream for $129.00. I was very pleased with the results.However, by October, I began experiencing heart palpitations and episodes of flushing. As a registered nurse, I initially attributed these symptoms to possible dehydration or stress and began treating myself accordingly. When the symptoms persisted, I purchased a portable ECG device (Kardia) to monitor my heart rhythm. I also began systematically eliminating new vitamins and supplements to identify a potential cause, but the symptoms ************ early December, I realized the only new product I had not discontinued was the Lift and Firm Cream. I stopped using itand within days, my symptoms resolved, as confirmed by my ECG readings. I did not initially request a refund, assuming I might simply be sensitive to an ingredient in the ********** April, while speaking with a provider at work, I learned that many skincare products use ********* for its skin-tightening effects. Upon researching the ingredients in the MiamiMD cream, I made the connection between ********* and the symptoms I experienced.On April 11, 2025, I contacted MiamiMD with a detailed explanation and began corresponding with a representative. Unfortunately, the company declined a refund, citing a 60-day policy. I explained the time it took to isolate the cause of the reaction, but they still refused, stating the policy could not be extended. My request to speak with a manager was also denied, and no one was willing to discuss the potential medical side effects. I even offered to return the unused jars.This was a distressing experience that took months to resolve through careful observation and elimination. I believe MiamiMD should clearly disclose any ingredients that could potentially cause cardiovascular or systemic effectsespecially for consumers with medical backgrounds who may rely on transparency in product labeling.

  Business Response

  Date: 05/02/2025

  We sincerely appreciate Ms. ****** taking the time to explain the process she went through. We understand her concern about the symptoms she experienced and the connection she made with *********.
  
  We want to assure her that our formulation for the MiamiMD Lift and Firm Cream does not contain ********* as an ingredient. We carefully select our ingredients and adhere to strict formulation guidelines.
  
  We sincerely apologize that she experienced adverse effects while using our product. We understand how distressing this must have been and appreciate the thorough process she undertook to identify the potential cause.
  
  We also understand that the timeline for identifying the cause of her symptoms extended beyond our standard 60-day return policy. Given the unique circumstances, and as a gesture of goodwill, we will be issuing a full refund for her order. The refund will be processed to her original payment method and should appear in her account within 7-10 business days. She does not need to return the unused jars.
  
  We trust this resolves Ms. ******** concern.

• Initial Complaint

  Date:04/16/2025

  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.

  They set me up on recurring billing and shipping. Receiving 3 jars every month and billing monthly. Who in God's name could ever use this much product even if it is all the sellers claim? This is absolutely credit card fraud.

  Business Response

  Date: 05/01/2025

  We understand Ms. St. ******* frustration regarding the recurring billing and shipments she received
  
  Upon reviewing her account, our records indicate that a subscription was initiated when she originally placed her order. This subscription explains the subsequent monthly shipments of three jars and the corresponding charges.
  
  When purchasing through our website, the number of jars, price per unit, and the option to either subscribe for a monthly delivery or place a one-time purchase, are all indicated in the page. Additionally, the checkout screen also indicates the number of items purchased, whether it was a single purchase or a subscription, and the total cost. We do our best to be as transparent to our customers as possible which is why this information is shown twice before finalizing the purchase. Also, an order confirmation email is sent to the customer with the order details once the purchase is finalized.
  
  However, we understand that purchasing a subscription was not Ms. St. ******* intent. As her ***** charge was refunded on ***** 22, we have issued additional refunds for her February and March charges. These refunds should be reflected in her payment account within 7 to 10 business days.
  
  We hope this resolves Ms. St. ******* concern.

  Customer Answer

  Date: 05/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** St.clair

• Initial Complaint

  Date:04/16/2025

  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 have never received any of these products that they have been billing me for on a monthly basis. I spoke with a *** and they said they would reimburse me and agreed they never sent these products.I called again and spoke with another *** and they said I was on a black list whatever that means. I said as long as you stop billing me and return my money keep me on this so called black list.

  Business Response

  Date: 05/01/2025

  We understand Ms. ******** frustration regarding the unauthorized monthly charges and the fact that she did not receive any of the products billed. We sincerely apologize for this issue.
  
  We have reviewed her account and can confirm that were not shipped due to an issue with her address. We sent her an email on Dec. 17, 2024 requesting clarification regarding her shipping address, but did not receive a reply.
  
  The reason Ms. ******** refund was not processed and why she was informed about being on a "blacklist" is because she had disputed the charges with her card issuer. When a charge is disputed through a customer's bank or credit card company, it initiates a separate investigation process. As a security measure, our system flags the account to prevent any further charges being made. Also, when a dispute is opened with a bank or credit card company, we are required to work directly with them to resolve the matter and are unable to take any action, such as issuing refunds, until the dispute is resolved.
  
  We've reviewed the status of the two dispute cases initiated by Ms. ******* We see that one case was resolved in her favor, with her bank refunding that particular order. For the other dispute case, the ruling was in our favor. Nevertheless, we have now processed a refund for that remaining charge, and she should see it reflected in her payment account within 7 to 10 business days.
  
  We trust this resolves Ms. ******** concern.
  
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23211405
  
  I am rejecting this response because: I never received any products from this company. I 
  was charged $216 3 times totaling $648. I never signed up for a subscription either. Why would the company keep shipping products knowing they had an incorrect address.  My credit card company reversed the credits issued as well. 

  Also I just searched for an email from them they claimed they sent and can't find one.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/20/2025

  We've reviewed our records and Ms. ****** is correct. We apologize for the oversight. We have processed another refund of $216. With this refund, all three of Ms. ******** orders have been reimbursed.

  Again, we apologize for overlooking one of the orders. We trust this resolves Ms. ******** concern.

• Initial Complaint

  Date:04/15/2025

  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 April 15, 2025 $117 were taken from my bank card ending in 2165 for body cream by MiamiMD without my consent for any of their products. I demand them returning the money in the full cash amount.

  Business Response

  Date: 04/30/2025

  We understand Ms. ********** concern about what she views as an unauthorized transaction.
  
  Upon reviewing her account, our records indicate that a 3-jar monthly subscription was purchased by Ms. ********* This subscription explains the additional shipment she received after her initial order.
  
  When purchasing through our website, the number of jars, price per unit, and the option to either subscribe for a monthly delivery or place a one-time purchase, are all indicated in the page. Additionally, the checkout screen also indicates the number of items purchased, whether it was a single purchase or a subscription, and the total cost. We do our best to be as transparent to our customers as possible which is why this information is shown twice before finalizing the purchase. Also, an order confirmation email is sent to the customer with the order details once the purchase is finalized.
  
  Our records also show that Ms. ******** called our customer support team on April 15th and has already been refunded in full for the second shipment.
  
  We trust this resolves Ms. ********** concern.

• Initial Complaint

  Date:04/15/2025

  Type:Order 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 some crepe cream from Miami MD I ordered buy 2 get 1 free. After ordering And giving my cc# there was a message telling me to watch several videos and if I didnt I would be charged double the price!! I found a box to check that said I decline so for an extra 5-7 minutes I had to find these boxes!!! But guess what I was charged DOUBLE ANYWAY!!! What a scam!! I am so angry. I finally got in touch with someone they said I ordered 6 items. I told them this story and I said I wanted to cancel the entire order! Finally after they found my info they said they would return my money in 7-10 days THEY WERE ABLE TO TAKE MY MONEY IN 5 SECONDS!!!! I NEED MY MONEY BACK TODAY OR I WILL BE CHARGED FOR A BOUNCED CHECK! I have never sent anything to the BBB in 63 years! I just cant believe this is legal!!! Please help

  Business Response

  Date: 04/30/2025

  We understand Ms. ******** frustration and concern.
  
  Upon reviewing her account, our records indicate that a 6-jar monthly subscription was purchased by Ms. ******* This was under a promotional offer where she would only be charged for the price of 4 jars ($216) instead of the full price for 6 jars ($324).
  
  When purchasing through our website, the number of jars, price per unit, and the option to either subscribe for a monthly delivery or place a one-time purchase, are all indicated in the page. Additionally, the checkout screen also indicates the number of items purchased, whether it was a single purchase or a subscription, and the total cost. We do our best to be as transparent to our customers as possible which is why this information is shown twice before finalizing the purchase. Also, an order confirmation email is sent to the customer with the order details once the purchase is finalized.
  
  Regarding Ms. ******** refund, we understand her frustration with the disparity in the time it takes to process a refund compared to when the charge is initiated. While the initial charge can often be processed very quickly by banking systems, the refund process involves several steps, including verification and processing by both our payment gateway and the customer's bank. This can unfortunately lead to a longer timeframe for the funds to reappear in the customer's account. Additionally, it seems that Ms. ******** refund request initially did not go through, so we've reprocessed it and it should reflect in her payment account within next week.
  
  We hope this addresses Ms. ******** concerns.

• Initial Complaint

  Date:04/14/2025

  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.

  I ordered one item which included an online item and one for free so it would be two for one. However, they sent me six items if original item and then six other items which I did not order and they charge me over $200. I called to tell them that they made a mistake and they refused to take back the order unless I paid for shipping even though the mistake was in their end to ship it back would cost me about $50 because its very heavy. I tried several times with them and they offered me a reduced price on the items but I dont want the items and I didnt order the items and theyre not working with me to correct it. I want a full refund.. As I said, I ordered these items online I ordered one thing and somehow all these other items showed up which Im being charged for. Their attitude was very disrespectful and wrong and unacceptable.

  Business Response

  Date: 04/29/2025

  We understand Ms. ********* frustration with receiving and being billed for items she believes she did not order.
  
  We have reviewed her transactions and our records indicate that she had initially purchased 3 jars of Advanced Crepe Fix for the price of 2 under a promotional offer. She was then offered and purchased an additional jar of the same product as well as 6 jars of our Lift & Firm cream all under promotional pricing.
  
  When purchasing through our website, the number of jars, price per unit, and the option to either subscribe for a monthly delivery or place a one-time purchase, are all indicated in the page. Additionally, the checkout screen also indicates the number of items purchased, whether it was a single purchase or a subscription, and the total cost. We do our best to be as transparent to our customers as possible which is why this information is shown twice before finalizing the purchase. Also, an order confirmation email is sent to the customer with the order details once the purchase is finalized.
  
  Regarding her request to return the orders, our return policy states that the customer is responsible for the cost of return shipping. We also see on our records that Ms. ******* has already initiated a dispute with her card issuer regarding these charges. When a dispute is opened with a bank or credit card company, we are required to work directly with them to resolve the matter and are unable to take any action, such as issuing refunds, until the dispute is resolved. We will cooperate fully with their process and provide any information they require from us.
  
  We hope this addresses Ms. ********* concerns.

• Initial Complaint

  Date:04/13/2025

  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.

  When I ordered 1 jar, I somehow got 3 jars & was billed for all 3. Then another jar arrived!! That wasn't ordered but I was billed $117.00 on February 15th.I called them immediately saying I had NOT signed up for more jars. They said "refuse the package" and it will be sent back to *********** would issue me a credit. I returned the package to the *********** the day after it arrived which was February 24, 2025. I have never received a refund.

  Business Response

  Date: 04/27/2025

  We understand Ms. ****** frustration with the situation and sincerely apologize for the inconvenience it has caused.
  
  We have reviewed her order and our records indicate that she had initially purchased a 3-jar subscription under a promotional offer. This subscription was cancelled when Ms. **** spoke to our customer support team over the phone, but explains the subsequent shipment and charge. When purchasing through our website, the number of jars, price per unit, and the option to either subscribe for a monthly delivery or place a one-time purchase, are all indicated in the page. Additionally, the checkout screen also indicates the number of items purchased, whether it was a single purchase or a subscription, and the total cost. We do our best to be as transparent to our customers as possible which is why this information is shown twice before finalizing the purchase. Also, an order confirmation email is sent to the customer with the order details once the purchase is finalized.
  
  Regarding the additional order that was returned, our Returns team has not yet confirmed receipt of the package. However, as a gesture of goodwill and to resolve this issue for Ms. **** promptly, we have processed a full refund for the second order. This refund should reflect in her payment account within 7-10 business days, depending on her bank's processing time.
  
  We hope this resolves Ms. ****** concern.
  

• Initial Complaint

  Date:04/13/2025

  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.

  I ordered product from them. The order process was very confusing with lots of additional options and special add ons. There were MANY screens I had to go thru to purchase. Hidden in all of this must have been a subscription offer. It was never made clear. The first shipment was significantly delayed (over 3 weeks to arrive) despite multiple assurances it was on the way. Less than 2 weeks after receiving the shipment, I received notification that the next one was on the way. I immediately informed them that I did not subscribe but was told it was too late. But I could refuse shipment. However, because they use ****, refusing shipment is not possible. I was told they would authorize return. Now that I have the unopened package, they are saying authorized return will not be paid. I consider this to be deliberately deceptive advertising and purchase prices and deliberately making it impossible to return without incurring extra cost. This kind of marketing is set up to trap consumers into signing up for more than intended and trapping them into the process.

  Business Response

  Date: 04/27/2025

  We understand Ms. ******* concerns regarding the clarity of our ordering process and her frustration with the situation. We also apologize for the significant delay in the arrival of her initial order. This is not the standard of service we aim to provide.
  
  We have reviewed her order and our records indicate that she had initially purchased a 3-jar subscription under a promotional offer. When purchasing through our website, the number of jars, price per unit, and the option to either subscribe for a monthly delivery or place a one-time purchase, are all indicated in the page. Additionally, the checkout screen also indicates the number of items purchased, whether it was a single purchase or a subscription, and the total cost. We do our best to be as transparent to our customers as possible which is why this information is shown twice before finalizing the purchase. Also, an order confirmation email is sent to the customer with the order details once the purchase is finalized.
  
  As our refund policy states (*****************************************************************), the customer is responsible for the cost of return shipping. We also explain on our website's FAQs page (*********************************************) that the customer needs to send back the order, even if the jars are empty, to be refunded in full.
  
  However, we understand that purchasing a subscription was not what Ms. ***** intended so, as a gesture of goodwill, we have processed a full refund for the second order associated with this issue, with no need to return the package. She should see the refund reflected in her original payment method within 7-10 business days.
  
  We trust that this resolves Ms. ******* concern.

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Please note that I returned the extra product and had contested the bill with my credit card company so the refund was actually within their policy.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/12/2025

  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 have reached out via email and outlook says it is not a working email. So disappointing to pay out $228.00 thinking I can get my money back if product doesnt work. To say the least it makes my face red and dry. I want my money back and I will gladly return the products.

  Business Response

  Date: 04/25/2025

  We understand Ms. ********* frustration regarding her difficulty in contacting us through email and her experience with our product causing redness and dryness. We sincerely apologize for any inconvenience this has caused.
  
  We want to assure our customers that we are committed to our money-back guarantee if a product doesn't work for them.
  
  Regarding Ms. ********* problem with our email address, we haven't had any reports of issues with our support email. Our customers can always reach us via phone, online chat, email, or through our website (*************************************************).
  
  Also, according to our records, when Ms. ******* spoke with our phone team on April 21st, a full refund totaling $228.00 was provided for both her orders. To set expectations, refunds typically take 7-10 business days to reflect in the customer's payment account.
  
  We trust this resolves Ms. ********* concern.