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:02/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 visited Garden Retreat in ******* on 3 February 2025 and purchased what was advertised as a 3 year total wellness plan. Skin care products and monthly wellness/spa appointments as well as multiple skin care medical devices (lasers, etc) were to be included. I was told it was a 3 year trial program at te cost of approximately $1,500. The employee helped me set up my account through Affirm Pay over time by using my phone to complete the sign up and I was given a tablet to affix my signature to the contract for the services which were to be provided. They were very clear that returns or refunds are not permitted. However, I never was given a contract to read, was never shown any paperwork until after Id signed his tablet. He just kept repeating it was an all inclusive program at the cost of $1,500. I realize now that I shouldve insisted upon actually reading the contract and not just signing on a tablet where all I could see was a signature box.HOWEVER, once I got the contract emailed to me the next day, and also got all my information from Affirm, I saw that I hadnt been charged $1,500 but rather $15,000. This is not what was advertised or communicated to me at all. I have already opened up a claim for fraud with ****** and have given them this information. Given how shady this whole transaction now appears to be, Id like the transaction cancelled and all monies refunded. Or at the VERY least, I want all but the $1,500 that I agreed to refunded. And I believe Garden Retreat should be counseled theyre being underhanded and fraudulent by setting everything up behind this shield of electronic signatures. Once theyve collected a signature, they can then affix it to any contract they want. And thats what they did here. I was told $1,500. I was charged $15,000. It couldve been a simple typo but I doubt that since they wouldve had to apply the larger amount to both the contract and the Affirm application which they completed on my behalf.

• Initial Complaint

  Date:01/19/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 traveling in HI 03/13/24 and entered Garden Retreat and bought product and an infrared led therapy device with a price tag of $4000 & change.Per contract all products are free for 1 year. I have requested product twice since purchase and each time has been a nightmare. I had to return to ******** the lender times to have them help. E to have the commitment fulfilled. This time I have also had to contact them. I have an email from last week advising me they had found them and sent them an email & told them to contact me asap. I have not heard from them so today I tried sending them an email and phoning them and guess what? NEITHER THE ***** OR PHONE NUMBER IS IN SERVICE! I know going in there was a vane thing to go BUT! I am a senior citizen and what they have done and the anxiety they have put me through is just not right. I looked them up and they are not even accredited by the BBB and there are many notices advising to stay clear away from this company. Please advise what my. Ext step should be.Thank you ***** ******

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Transactions happened week of July 15, 2024.All transactions in the amount of over $10,000 over 3-4 days They provided skin care and pushy sales tactics to purchase high ticket items without giving any warnings or contraindications regarding their products. This dispute is for the amount of just over $3,000 for an item they sent to me in ****, that the postal service returned to them. They have ignored my attempts at contacting them both in person while I was there in ****** and also via email once back in ****. With promises made by a sales associate to have customer service get back to me. I filed a dispute with ****** their loan company whom they responded to, but never to me. They ignored me completely aside from their automatic marketing emails. Affirm, did not reach out for any type of clarification on why I was disputing and even though Garden Retreat Hawaii has the item and has probably resold it, I am being asked to repay a loan that I have nothing to show for.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  About a year ago on July 2023 I bought a Red Light Therapy bed from ******************* owner of Garden Retreat Spa in Honolulu Hi. The bed came 3 months later (promise was 1 month) After using the bed for 3 months it stopped working.I contacted ******************* and he promised to send me a new bed. After contacting him for many months ***** is ignoring me and still is. I have tried numerous phone calls, e-mails and text messaging but no response. Now that the product is over a year since the day of purchase I am afraid they will do nothing and intended that way. I contacted a private investigator and weird stories came to light. Like ***** is using a stage name. Different names on social media etc.The product he says is from ****** but in fact it he bought it from Chinese website for $ 6000,= but charged me $18,000,= ***** guaranteed me service and lifetime warranty. None of this has happened. Now I sit with a product that cost me a lot of money. I need my money back and they need to pick up the therapy bed. I bought this bed for my knee surgery and my severe arthritis. ***** knew about that. ***** is from ****** and lives here in the ** in different locations and goes back to ****** on regular basis. I'm not sure if he has an American citizenship. I am not interested in replacement since the product is not made with quality. Thank you for your time and hope to hear from you soon. Sincerely, *************************

  Customer Answer

  Date: 07/26/2024

  The therapy bed was purchased from Garden Retreat with ******************* that I believe is partial owner off this Spa in ******.

• Initial Complaint

  Date:06/11/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 May 11 2023, I purchased two health and beauty devices here. The Eneo Totale for $12,960 and the Spacetouch Cosmo for $21,600. During the visit they said the the products were satisfaction and money back guarantee. The visit included a spa treatment where I was presented an electronic pad with a signature block that they said was a waiver for reaction to the treatment and a permission to take photos. I was also presented with a paper credit card receipt for the $12,600 device for signature but not for the $21,600 product. Neither receipt outlined a no return/exchange policy. Additionally, they charged a double tax on the sale. As I did not reside in the state the products were shipped to an address I provided. The products arrived to the address while no one was present and were left outside the door without a signature or delivery confirmation for an unknown period of time (no one was at address for two days) The shipping was via ***** which requires signature for any product value over $1000. The products had shipping damage and on inspection were not the color I order. I contacted the sales rep who said they had a no return or exchange policy which shocked me. They said I could take up the request with a customer service rep at OSB Health and ******************** (apparently Garden Retreat is an affiliated franchise of OSB?) As I was leaving the country the following day I shipped the products back to the senders expecting the customer service to help. The customer service is refusing to refund. They claim I signed contracts with them acknowledging the no return or refund policy which I did not. They claim all receipts outline the no return or exchange policy and the store had it posted at the registers. The receipts I have do not and I never was at their register as every thing to sign was brought to me in person. I have filed a dispute with my credit card company even though the customer service is claiming I signed forms saying I would not. Dispute is pending.

  Business Response

  Date: 06/11/2023

  The client claims that he received the device he purchased not in the color he requested.  
  We have replied to the client and we are attaching here our manifest from our supplier that shows the divide ordered on the client's behalf as it was shipped from the supplier directly to the client.  We have also checked with our supplier to verify that indeed the device shipped was as per the client specification. 
  This client also filed a chargeback claim with his credit card company.  We have replied to his claims there as well. 
  ALL our goods are sold after a demonstration on site, and the customer takes the products with them.  We specifically encourage the demo on site so the customer can gauge their reaction to the product and make an informed decision.  All purchases are finalized on site.  The client also signed a waiver to that effect. We pride ourselves in giving the customers the best shopping experience, and NO customer is ever neglected or ignored.  At no given time the customer was declined service or ignored, nor did we rescind our commitment to giving our customers the best products or services
  No products have been returned to us (used or otherwise), and as far as we know the customer is still in possession of the products.  We provide with the customer the manifest of the shipping for the item he purchased and it clearly states the color of the device.  As those are, as the client noticed, valuable devices, we have the warehouse ship them directly to the client.  You have that information in the email correspondence with the client. We do not accept returned items in general, and opened or used ones in particular for hygiene and health reasons since those are beauty products (lotions, creams or devices that come in touch with the users skin) that once opened / USED cannot be exchanged or returned.  
  We sell and market our products based on the manufacturer's assurance to the product's effectiveness. We do not have any claims to the effectiveness of the products beyond that scope. ALL our goods are sold after a demonstration on site, and customers acknowledge that no refunds are available since the goods are beauty products that once opened / used are not eligible for refund.  They sign a receipt that specifically states that and in this case, the client signed a waiver. 
  We have a No Refund. All Sales Are final.  policy stated and acknowledged by the customer, and clearly visible on the receipt. We also have the customer sign a waiver that states all that. We do NOT force anyone to purchase our products. Our sales tactics are those of a sales operation just like any other store.  We offer samples, we invite customers to try our products and we try to sell, just like any other business that survives on sales. 
  We have addressed all issues in the claim made. Please resolve this claim  based on documentation sent and our NO REFUND policy that was acknowledged and accepted at the time of purchase.
  

  Customer Answer

  Date: 06/22/2023

  The client claims that he received the device he purchased not in the color he requested.  
  We have replied to the client and we are attaching here our manifest from our supplier that shows the divide ordered on the client's behalf as it was shipped from the supplier directly to the client.  We have also checked with our supplier to verify that indeed the device shipped was as per the client specification.  
  The items were shipped direct from the supplier. Just because the supplier is saying that they shipped the product specification that I ordered does not mean that was what I ordered. I would not be filing this dispute if they sent the products I ordered. In addition to the problems with the products being what I ordered, the shipping and handling of the products was improper from the supplier, and they were damaged. I have returned the products and the shipping receipts are provided. 
  
  This client also filed a chargeback claim with his credit card company.  We have replied to his claims there as well. 
  Yes, I have filed a dispute because this company is refusing to refund even though I have shipped the products back and they indicated to me there was a satisfaction guarantee at the time of sale. 
  ALL our goods are sold after a demonstration on site, and the customer takes the products with them.  
  No, the products are not taken with them. I did not take the products with me. They were shipped from a third party; The products are not what I ordered and they were damaged.  
  We specifically encourage the demo on site so the customer can gauge their reaction to the product and make an informed decision.  All purchases are finalized on site.  The client also signed a waiver to that effect.  
  I was asked to sign an electronic device in the store after being told it was a waiver for reaction to the products. Since then, this company has produced documents saying I signed a lengthy contract the details of which I know nothing of. They are saying I signed a form saying I agreed to a no return/no refund policy and apparently using the signature on the electronic device which they said was a waiver for reaction to the products. They also took photos of me without my permission and using this as some evidence. I am not denying I was in the store and had a demonstration. This still does not change the fact that their supplier shipped the wrong product, and it was damaged. They also appear to be forging a signature as it is just a scribble **** on documents which they claim I agreed to and understand their no return policy. They never told me of a no return policy, and they shipped incorrect and damaged products. 
  We pride ourselves in giving the customers the best shopping experience, and NO customer is ever neglected or ignored.  At no given time the customer was declined service or ignored, nor did we rescind our commitment to giving our customers the best products or services
  No products have been returned to us (used or otherwise), and as far as we know the customer is still in possession of the products.  
  All products that were shipped to me have been returned to the suppliers. 
   We provide with the customer the manifest of the shipping for the item he purchased and it clearly states the color of the device.   
  This shows what the supplier shipped, not what I ordered. 
  As those are, as the client noticed, valuable devices, we have the warehouse ship them directly to the client.  You have that information in the email correspondence with the client. We do not accept returned items in general, and opened or used ones in particular for hygiene and health reasons since those are beauty products (lotions, creams or devices that come in touch with the users skin) that once opened / USED cannot be exchanged or returned.   
  The reasons they say they cannot accept returns constantly change. Here they say health and hygiene. Before the excuse was that it was sensitive to climate in shipping. The products they sent me were damaged and not what I ordered. In the store they told me they had a money back satisfaction guarantee. I sent the products back to the shipper the day after they arrived. Only after the fact are they refusing to refund and producing falsified documents saying I signed contracts and agreements. The products were not used. They were sent directly back. 
  
  We sell and ****et our products based on the manufacturer's assurance to the product's effectiveness. We do not have any claims to the effectiveness of the products beyond that scope. ALL our goods are sold after a demonstration on site, and customers acknowledge that no refunds are available since the goods are beauty products that once opened / used are not eligible for refund.  They sign a receipt that specifically states that and in this case, the client signed a waiver. 
  We have a No Refund. All Sales Are final.  policy stated and acknowledged by the customer, and clearly visible on the receipt. We also have the customer sign a waiver that states all that. We do NOT force anyone to purchase our products. Our sales tactics are those of a sales operation just like any other store.  We offer samples, we invite customers to try our products and we try to sell, just like any other business that survives on sales.  
  Again, in the store they told me a money back satisfaction guarantee. These are falsified documents they are producing saying I signed them agreeing to no refund. None of the receipts I signed in the store outlines a no return policy. 
  

  
  

• Initial Complaint

  Date:03/25/2023

  Type:Service or Repair 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.

  Made appointment with the place never authorized anything to charge on our cards got burn with the steamer they have for short the place is a scam they should shut the place down They should refund us on top of that they should compensate us for the burn that we occur I dont even know if DOH approved the place

  Business Response

  Date: 04/13/2023

  Hi,

  this is the 2nd complaint we received from them.  the first one was Claim ********, to which we responded and you closed the case.  this is the 2nd ne on the same issue.

  We encourage on-site demonstrations so that customers can evaluate the products and make an informed decision.  Our marketing and sales of products are based solely on the manufacturer's assurances of their effectiveness. We make no claims beyond this scope.

  the two clients arrived at our store following an ad.  we received them and showed our products and what the treatments entails.  we demoed the products and explained the treatments, and they decided to sign up.   one of them applied for a loan via ****** Services for a payment plan (attached copy). The Client did the applicaiton on her own.  we did not do anything on her behalf nor did we encourage or push her to use that payment services. her friend /relative was not approved, and they have started discussing how to make the payments work for them both. while they were trying to figure out the payments, we had a malfunction on one of our devices.   both clients got upset while we apologized profusely.  we explained agian and agian that its OK, we apologies, we are sorry they could not both get the funding and they dont have to purchase anything, which led to clients claiming we do not want to serve them.  They were told right then and there that the purchase can be refunded and we would be happy to do so.  both client left upset, while we were left with trying to contact them (see attached texts) asking them to come back so we can help them cancel the loan and get a refund.
  
  we even more confused with this claim as we were trying to help, wanting to help them get their payments refunded and no luck.
  
  We honestly do not know how to proceed from here.

   

  Customer Answer

  Date: 04/13/2023

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

  someone reach out to me and they stated they will refund but no refund was made at all instead both my sister and myself account was charge $150.00 each that day then this month we were charged again knowing we are still awaiting for the refund 

• Initial Complaint

  Date:03/25/2023

  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.

  We made appointment to come to the place to avail the promo we have the lady ****** to help us she was ok the steamer was malfunction the water spilled that burn my cousin and myself it was totally hot all we got was I am sorry since the manager said I will compliment the service ****** continued the process she skip the steam for short better the 2 of us was like 40 minutes then which it was supposed to be like a 2 hours then explained the product all this c*** run our credit copy our ID and credit card with out our knowledge they run our card we found out when we left In the meantime the manager ********* are arguing I ask several times is there a finance charge he said no only $150 charge a mont for 2 years I ask the total I was told to add it up I stated pls dont make me feel like I am an idiot I need to know whats the total Do we walk out with out closing the deal with all the deal When we got to the car we called the bank & noticed we got charge $150.12 So ridiculous This place is are scamming people

  Business Response

  Date: 03/30/2023

  the two clients arrived at our store following an ad.  we received them and showed our products and what the treatments entails.  we demoed the products and explained the treatments, and they decided to sign up.   one of them applied for a loan via ****** Services for a payment plan (attached copy). The Client did the applicaiton on her own.  we did not do anything on her behalf nor did we encourage or push her to use that payment services. her friend /relative was not approved, and they have started discussing how to make the payments work for them both. while they were trying to figure out the payments, we had a malfunction on one of our devices.   both clients got upset while we apologized profusely.  we explained agian and agian that its OK, we apologies, we are sorry they could not both get the funding and they dont have to purchase anything, which led to clients claiming we do not want to serve them.  They were told right then and there that the purchase can be refunded and we would be happy to do so.  both client left upset, while we were left with trying to contact them (see attached texts) asking them to come back so we can help them cancel the loan and get a refund.
  
  we even more confused with this claim as we were trying to help, wanting to help them get their payments refunded and no luck.
  
  We honestly do not know how to proceed from here.

• Initial Complaint

  Date:01/25/2023

  Type:Sales and Advertising 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 was walking in Waikiki. As I was passing this business, I was approached by a female to try facial cream. She invited me in the store. I tried the products. The products were rang up and my credit card was run. No one asked me to sign the receipt. After the fact, I noticed on the receipt All Sales Are Final and Exchange Unopened Boxes within 14 days. There was no signage in the store with this policy and no sales associate explained this policy prior to me purchasing the products. I would have left without purchasing had I known this policy.This company goes by several names:Garden Retreat DBA Honolulu Soaps & Beauty *************** LLC I am currently disputing the charge with my credit card company. They provided a receipt to the credit card company with the business name that is different from the one listed on the receipt given to me. The time stamp on my receipt is 3:55pm 10/20/2022 while the time stamp from the other receipt is 9:38pm 10/20/2022 with a signature that shows my name. My signature is different. The also said that I was told of the policy and they provided a document saying that I acknowledged this policy. This document shows the name of ********************* and a different signature with information different from mine including the date of purchase.

  Business Response

  Date: 02/06/2023

  This particular client did plae a purchase with us.  she also filed a chargeback claim with her credit card merchant to which we replied and the credit card compnay has ruled in our favor.

   

  this is what we told the credit card merchant and we are also saying the same here: 

  The client made several purchases, had the products and used them.

  Attached you will find text from the client (please note the phone number) where she claims to love the products. The customer also signed a waiver [also attached] confirming her knowledge of the return policy and accepting the terms of the refund policy. 
  ALL our goods are sold after a demonstration on site, and the customer takes the products with them.  We specifically encourage the demo on site so the customer can gauge their reaction to the product and make an informed decision.  All purchases are finalized on site.  
  We pride ourselves in giving the customers the best shopping experience, and NO customer is ever neglected or ignored.  At no given time the customer was declined service or ignored, nor did we rescind our commitment to giving our customers the best products or services
  No products have been returned to us (used or otherwise), and the customer is still in possession of the products. 

  We do not accept returned items in general, and opened or used ones in particular for hygiene and health reasons since those are beauty products (lotions, creams or devices that come in touch with the users skin) that once opened / USED cannot be exchanged or returned.  

  We sell and market our products based on the manufacturer's assurance to the product's effectiveness. We do not have any claims to the effectiveness of the products beyond that scope. ALL our goods are sold after a demonstration on site, and customers acknowledge that no refunds are available since the goods are beauty products that once opened / used are not eligible for refund.  
  

  We do offer an exchange within 14 days for all unopened Items.  We have a No Refund. All Sales Are final. Exchange within 14 days  policy stated and acknowledged by the customer, and clearly visible on the receipt. We also have the customer sign a waiver that states all that. We do NOT force anyone to purchase our products. Our sales tactics are those of a sales operation just like any other store.  We offer samples, we invite customers to try our products and we try to sell, just like any other business that survives on sales. To define that as scam is far from the truth. 
  

  We have addressed all issues in the claim made.
  
  

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18899944
  
  I am rejecting this response because:I have provided the credit card company with more information. They have reopened the case and have put another credit on my account for these charges. I thought I like the product until I started having an allergic reaction. The business never asked for my medical history. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/08/2022

  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 did a product demo in this store on 09/13/2022. I purchased products from this company. I did not purchase $2612 worth of products. I purchased $418 worth of products. He faked my signature for products that I did not purchase. I have a copy of the faked signature. This company did the same thing to my friend and I have attached documents showing where my signature was forged and so was her's.

  Business Response

  Date: 11/08/2022

  Highlights from reply letter attached:

  First: Client did a dispute with her credit card company and lost.  We gave them the same facts we will give you and they ruled in our favor!
  
  She did call for a credit raise and they have that on record.  We do not need to cheat, lie or steal at our business nor do we do so.
  
  Also - please see charge attempts made before she cleared charge with her credit card company:
  
  
  
  No one turned around, took her credit card and charged it anyway....  Please look at the time stamp of each attempt. 
  
  There is no record of prior purchase of $418.00 on that card. All we have is what she purchased with this charge and that's the products she received.
  
  Client also claims that the signature on the ** is not a match but she does confirm she was on location at the time and that it is her in fact.  We cannot verify her signature since all we have is her ** and the documents SHE GAVE US.  if she changed her signature since we cannot verify or dispute that fact.  All we can verify is the credit card and the identity of the holder with the documents provided.  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18348179
  
  I am rejecting this response because: I have attached the $418 charge to my Citi card that this man says i did not charge.  He did not send the products he promised and he forged my signature.  I am disputing everything that he says.  I did not ask for a credit increase.  You can ask my credit card company.  I never made that call.  He is a liar.  He never made good on any of his promises.  After all the time we spent in the store, he turned out to be such a scammer.  He lies about everything just inserting enough truth to make people think he is not a liar.  He is a scammer.  I can't express enough how he forged my signature and is a liar.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/17/2022

  Any products I received from this company was paid by my Citi card and not my Venmo card.  He did not send the products I was charged for on my venmo card.  He is a scammer and a liar.  He cannot provide tracking and delivery information regarding anything he claims he sent.  Also, he forged my signature.  

• Initial Complaint

  Date:10/26/2022

  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.

  On 9/13/2022, I went into the Garden Retreat Store to try their products with a friend of mine. After telling me that it would cost $4180 to purchase the products and a light wand, I decided not to go with their products. After returning home, I found they charged my credit card $4180 for products that I did not receive. I tried to dispute the charge with my credit card company. The person at the Garden Retreat Store forged my signature. If you compare my signature to the one on my license, you will see they do not match. This company hung up on me when I tried to call them and dispute the charge also. I will also be filing a complaint against the credit card company.

  Business Response

  Date: 10/26/2022

  ALL our goods are sold after a demonstration on site, and the customer takes the products with them.  We specifically encourage the demo on site so the customer can gauge their reaction to the product and make an informed decision.  All purchases are finalized on site.  
  The customer also signed a waiver [also attached] confirming her knowledge of the return policy and accepting the terms of the refund policy. 

  
  Not only that, the customer has provided her Credit card  and an ID and took pictures with the staff on the store as you can see from the attached Waiver she signed, where she confirmed the amount, agreed to the return policy and to the fact that she tried the machine.

  
  Same customer also attempted to file a dispute with the credit company, which was ruled in our favor. 

  
  We sell and market our products based on the manufacturer's assurance to the product's effectiveness. We do not have any claims to the effectiveness of the products beyond that scope. ALL our goods are sold after a demonstration on site, and customers acknowledge that no refunds are available since the goods are beauty products that once open / used are not eligible for refund.  We pride ourselves in giving the customers the best shopping experience, and NO customer is ever neglected or ignored.  At no given time the customer was declined service or ignored, nor did we rescind our commitment to giving our customers the best products or services

  
  No products have been returned to us (used or otherwise), and the customer is still in possession of the products.  We do not accept returned items in general, and opened or used ones in particular for hygiene and health reasons since those are beauty products (lotions, creams or devices that come in touch with the users skin) that once opened / USED cannot be exchanged or returned.  
  
  We do offer an exchange within 14 days for all unopened Items.  We have a No Refund. All Sales Are final. Exchange within 14 days  policy stated and acknowledged by the customer, and clearly visible on the receipt. We also have the customer sign a waiver that states all that.

  We do NOT force anyone to purchase our products. Our sales tactics are those of a sales operation just like any other store.  We offer samples, we invite customers to try our products and we try to sell, just like any other business that survives on sales. To define that as scam is far from the truth. 

  
  We have addressed all issues made in the claim . Please close this complaint based on the documentation attached.

  
  Thank you,

  
  Client ******************************** LLC
  

  
  

  Customer Answer

  Date: 11/06/2022

   
  Complaint: 18220756
  
  I am rejecting this response because:this man forged my signature. I never received any product from him. He said he would mail a light machine to me. After 3 weeks I filed a complaint with my credit card company. Because he forged my signature which I found out after I filed my complaint and also because he never mailed any products.  He continues to lie regarding what actually transpired.  He never had any intentions of providing product. 
  
  Sincerely,
  
  *************************