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:12/19/2024

  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.

  My bank stated I need to contact you in regards to getting cancel refund note as we were in there and a male about 35yrs old waited on us and after doing his demo on our eyes we first said we wanted the $100.00 product and gave him our credit card (******* *******), but when he came back he said the card was declined, but also had an amount of $418.00 dollars on it and he explained that was for 4 years. We said we did not want that, only the $100.00 one and he said he could;nt do that. We then said we were done, based on him saying our credit card was declined. We got nothing from him, but when we got home found that our credit card was fine and that the charge of $418.00 was on it. He should not have charged anything as we did not get anything that day. Wish now we would have got something saying our credit card was declined, but we didn't so now the bank says we need a cancel refund note from you so they can process the refund of $418.00. This is the letter I originally sent to the business! They have not helped return our money after 3 months and lots of emails and telephone calls!

  Business Response

  Date: 01/02/2025

  Mr. ******* contacted us back in October, asking for a refund for a wrong charge, from that point we have been in contact with him back and forth. According to the information given to us (last 4 digit), we have explained to him as well as shown him proof that his card was declined and we did not receive the funds. We have contacted our merchant services who have also verified that his payment did not go through. A few days ago, he contacted us again and gave us a different credit card number. Upon checking the new card number, we found out that they have already submitted a chargeback on this card. As long as a chargeback is active, we cannot refund the client, as it can result in double payment to him (from us and from the bank) Once the chargeback is completed, they will receive their money back from their financial institution. If for some reason their financial institution does not give them their funds back and rules in our favor, we will process a refund. Our customer service agent has not only sent the customer proof, but she has also offered to have a conference call between ******* and his bank to which he declined. I have attached some of the communications we have had with him to this email. We apologize for the inconvenience and all of the confusion. ******* gave a lot of different information that didnt add up, but we hope this clears up the issue. 
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22708804
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/27/2024

  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 an Empire Tech Submax on February 27, 2024, from La Masion Du Perfum, **************** (sales representative). After being promised a Marvelous Wand for my mom and sister, as well as a Submarine for myself, I agreed to purchase the Submax for $25,000.00 (a substantially discounted price). There is a distinct difference between the Submax and the Submarine. He repeatedly informed me he owned 53 stores and that money was not his priority; his customer's health was his priority. I did receive the submarine, and my mom and sister received the wands, I did not receive the Submax. The company has sent copies of the receipts to the merchants showing I approved the transaction, a copy of a Fed Ex delivery slip stating I received a package weighing **************************************************** from the store. The submarine weighs 43 lbs. the Submax weighs 200 lbs. My issue remains, I did not receive the product I was purchasing!

  Business Response

  Date: 07/15/2024

  Dear BBB Team,
  I am writing to you today on behalf of La ***************** We recently received a complaint from a customer who appears to be mistaken about the source of their purchase.
  It seems the customer believes they had a negative experience with a business called La **************** located in ********, ******. However, our company, La ****************, operates solely in ****** and does not have a presence in *********
  We understand that the generic nature of the name "La ****************" can lead to confusion. We are hoping to clarify this issue with the BBB to avoid any misunderstandings in the future.
  If possible, we would appreciate it if the BBB could:
  Advise on best practices: We would like to know if there are any steps we can take to prevent similar situations from occurring.
  Consider adding a note: If feasible, could the BBB add a note to our BBB profile mentioning our European focus to avoid confusion with other businesses with similar names.
  We are committed to providing excellent customer service and appreciate the ********************'s role in fostering trust between businesses and consumers.
  Thank you for your time and assistance.
  Sincerely,

   

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21906509
  
  I am rejecting this response because:
  The spelling of the business name is La Masion Du Perfum ( no Parfum) I am including copies of receipts ran after I had returned home, for the completion of the Submax purchase.
  Sincerely,
  
  *************************************

  Business Response

  Date: 08/23/2024

  The client had come in to our store and made a purchase from **** like stated by the client they purchased everything not including the submax. We provided receipts and shipping information. The client had multiple times to review the charges before payment was submitted and did not question once why the submax was not included on the receipt. The basic model of a submax is minimum ****** dollars on its own. 

  Customer Answer

  Date: 08/30/2024

  I did not have an opportunity to view the receipt until I gave my card information.  Please review the text chain I submitted. **** specifically stated the item to tell my bank was the Empire Tech Submax. I had specifically told **** I would not want a Submarine, asI already have a dome from the same company, just smaller. 

  I am extremely frustrated with the fact that **** made many verbal promises and obviously had no intention of keeping them.  He promised a lifetime supply of the face creams, promised to personally deliver the ****** and install it in my home. According to **** he has no concern of money, only the health and well-being of his clients.

  Business Response

  Date: 09/25/2024

  Upon reviewing our records and receipts, we have confirmed that the customer purchased and agreed to the items listed in the documentation provided at the time of sale. All agreements and terms, including the final purchase details, were signed and acknowledged by the customer.
  While we appreciate the customers feedback, we must rely on the signed agreement and official documentation to determine the scope of the purchase. Unfortunately, we cannot base decisions on verbal statements or recollections that differ from what was formally agreed upon.
  Please let us know if you need any further documentation to assist in resolving this issue.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 21906509
  
  I am rejecting this response because: These text messages will show what I was agreeing to purchase. This was the only thing other than the deposit receipt that I actually had in writing. The other receipts, as previously stated were presented after my cards were processed. **** specifically acknowledged the item I was purchasing was an Empire Tech Submax. Each time the business responds, they present a different explanation and excuse for the fraudulent sales tactics used by their employees. 
  
  Sincerely,
  
  ******* ***********