Complaints

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

close

Find a Location

Bluemercury, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bluemercury, Inc.

  7250 Woodmont Ave Ste 200 Bethesda, MD 20814-3056

• 

  Bluemercury, Inc.

  1010 Wisconsin Ave NW Ste 700 Washington, DC 20007-3512

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:06/05/2025

  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 purchased Skin Medica TNS Serum which cost $295 with Blue Mercury 2/25 online. I had previous items with them some of which came damaged and had to be reshipped. The customer service has always been pleasant until it came to this last item. I opened the item on 5/29, 3d shy of the 90d return policy learned that the pump on the item is malfunctioning. Then representative ********* was very nice and accommodating and said she would reach out to her upper management. Later that day I received a nasty email from ********* stating that my online privileges were suspended and I would have to make future purchases in their store. I was very surprised because the representatives were always very nice and never let on there were any problems with my account. I reached out to a supervisor that same day and requested a review of my account and lift the suspension. I spoke to ****** who stated she will look into the matter and get back to me either by phone or email within ***** hours. That did not happen. I called again 6/3/25 and the representative was so mechanical stating "Do you want me to read what was in your file". I responded I already knew what was written I just wanted to know why ****** not get back to me. His response in a nasty tone she was not in that day and there was not anythng they could do. His suggestion was "contact your credit card". That was not the intent, so I filed a dispute for the charge. I even contacted Skin Medica who confirmed that this product does have a pump issues. I did inform them. I spent $295 for this product, and I should have to hit it on the floor. Reached out to Skin Medical and they could not help. This whole situation is very unprofessional. I am being held accountable for the shape in which my package gets delivered. The return policy with Blue Mercury is 90 days if I am not completely satisfied. I spend almost $1000 with Blue Mercury and I kept most of the products 5 items in total. I am requesting some assistance.

  Business Response

  Date: 06/09/2025

  Please provide the order number so that we may be able to further assist. 

  Customer Answer

  Date: 06/11/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23429091
  
  I am rejecting this response because:
  This company is requesting the order number but they should be able to look up the information in their system.  The item is TNS Advanced Serum. The order# 4203373. 
  

  Regards,

  ****** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/23/2025

  We have reviewed the client history and found that every order this client has placed has had a replacement order issued for the same claim of product received damaged. Due to this reason, the client has been advised to shop in store so they can examine their product prior to purchase and online shopping privladges revoked. 

  Customer Answer

  Date: 06/30/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23429091
  
  I am rejecting this response because:
  I dont understand what you are talking about. I made several purchases totaling over $1000 and not every item there was a problem. I did qualify for a bonus for my spending so I did something right. I am not going to be held responsible for the delivery services you use. Packages on thrown on trucks and by the time the arrive to customers the items on leaking all over the place or not dispensing the way they should  i.e. the *** serum. I reached out to the manufacturer who also concurred that this serum has a dispensing problem. Your company and a 90 day refund policy which there are no restrictions. I read your reviews and I wish I read them sooner. Claims of damaged items and expired items which you dont stand by. I would not have spent one cent if I knew prior. Shame on me. Im very disappointed in your company and will not refer anyone else. just been with your company 4 months and this is how you treat customers who actually spend money. How them accountable for poor packaging and delivery. Cant imagine what you do for those customers who just buy and return items at later date.  There are a lot of those. Im not one of those. Like I said in comments earlier I wish I read your reviews. Horrible.  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/09/2025

  Type:Product 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.

  On 3/1/25, I visited Bluemercury's website to purchase a gift card for my sister. A banner at the top of the page read: "Blurewards members receive a $25 Blubonus for every $100, up to $100" This promotion was the reason I chose to make the purchase. I searched the site for any exclusions and found none. I enrolled in the Blurewards program as prompted and completed my purchase for a $200 gift card (Order #*******).On the following day, 3/2/25, my sister and I visited a Bluemercury store. The promotion was still active. I asked an associate when the bonus would be issued and was told sometime in March. After not receiving it, I emailed ******************************* on 3/29/25 and again on 4/4/25 with no response. I finally received a reply after my 3rd email from ******************************* on 4/9/25 stating gift cards were excluded from the promotion.I asked where this exclusion was listed on the site. They claimed the terms were included in an email, but I had not received an email because I wasnt subscribed to marketing until this transaction. I again asked where the exclusion appeared publicly, and they pasted generic terms into the email but could not show me where those were located on the website. I used the Wayback Machine to look at the site during the promotion and found no such terms or exclusions listed for this specific promotion.I believe this promotion was misleading. Nowhere did it say gift cards were excluded, and the in-store associate did not mention it either. Im requesting Bluemercury honor the $50 credit that I reasonably expected based on their advertising. If exclusions had been clearly listed, I may have opted to purchase $200 in products instead, which my sister could have exchanged the next day if needed.

  Business Response

  Date: 04/14/2025

  Dear *** ******, 

  We regret that their was a misunderstanding regarding the terms and conditions of our promotion. 

  The terms were listed on our offers page, not under the loyalty program screenshots you provided. Unfortunately, using wayback won't give access to this particular part of the site.  As a gesture of good faith in a misunderstanding we are happy to issue a $50 e-gift card. Please email ******************************* with the best email address to send this to you. The client experience is very important to us, and we want to ensure you continue to enjoy shopping with us. If you ever have any questions in the future on any of our promotions i encourage you to visit the offers page or contact us at customer service. We are always more than happy to help. 

   

  Customer Answer

  Date: 04/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:02/17/2025

  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 made a purchase on this website on December , 2024, but I have not received the item. I contacted the seller, but they refused to issue a refund.

  Business Response

  Date: 02/24/2025

  At this time, Bluemercury will not be processing this refund. 

  After extensive review, we have verified that the items the client claims missing from their order were included at time of shipping when they left our warehouse. The client has been previously advised to file a claim with *** if they feel there was any tampering involved in their package. *** weight scans have all matched the weight scans of the package when it left the warehouse. The client has also been advised that they can file a dispute with their bank as well. Bluemercury has complied with due diligence of ensuring that all products were packed, shipped and matched *** weight scans. 

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two skincare products from Bluemercury on January 23rd, 2025, and received them on January 27th, 2025. After checking the batch codes, I discovered that both products were over two years oldwell past what should be considered fresh and effective.Upon opening them, I immediately noticed major differences. The Triple Lipid Restore 2:4:2 Moisturizer (Batch Code JCW64W, produced June 2022) had a darker color, a completely different cap than the latest version, and smelled staletotally different from the fresh one I previously bought. The sunscreen (Batch Code JCWDOW, produced December 2022) was also over two years old, which raises concerns about its effectiveness. Both products did not work properly, and the moisturizer had an unpleasant, expired-like smell, making them completely unusable.What I Did:I immediately contacted Bluemercury with proof, including photos of the batch codes, product differences, and packaging inconsistencies.Instead of resolving the issue, they responded by saying they needed photos of the dates as documentation, which I already provided.I followed up, emphasizing that these products were unusable and had to be discarded due to their age and degraded quality.Why This Is Unacceptable:I am shocked and frustrated that I received not one, but two outdated skincare products that should not be sold at full price. These products are meant to be fresh for proper skincare results, and I feel I was sold old inventory that does not meet quality standards.What I Am Requesting:I do not want a refundI just want a replacement of these products with fresh, up-to-date stock that matches what I originally expected. I trust Bluemercury and simply want this resolved fairly. I will be sending proof pictures of the batch numbers and the products circle is the expired one.Order #: ******* Thank you for your time in reviewing this complaint.

  Customer Answer

  Date: 01/30/2025

  They have sent me the replacement today

• Initial Complaint

  Date:01/06/2025

  Type:Product 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 made an order (order no *******) on Nov 19th 2024 and returned the order following all the correct steps as laid out by Blue Mercury. My return was recieved by ************ on Nov 29th. I have tracking proof. I still have not recieved refund or even an update on refund. I sent multiple emails to Blue Mercury. I also called Blue Mercury customer care multiple times, but I still haven't recieved an update or refund for my return. Please note I did not use any of the products in the order and the products were unused. The total amount of the order that needs to be refunded is $4424.45.

  Customer Answer

  Date: 01/07/2025

  They have resolved the issue today on  January 7th and refunded me the amount

  Business Response

  Date: 01/08/2025

  I apologize for the delay in the refund. Due to holiday orders our warehouse had lengthy delays in their receiving department. I can confirm this has been fully refunded. If any other further assistance is needed, please reach out to ********************************************************* 

• Initial Complaint

  Date:10/23/2024

  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.

  Date of Transaction:September 23, 2024 Amount Paid:$4026.69 Nature of the Transaction:The transaction involved an order from Bluemercury (Order #*******) placed on September 23, 2024, and delivered on September 30, 2024. The total order was returned in two unopened packages within 1.5 hours of receipt on September 30, 2024, using **** The return was delivered to Bluemercury on October 4, 2024, as shown in the *** **************** Commitment:Bluemercury committed to processing the refund within 7-10 business days after receiving the return. I was informed multiple times by their customer service team that the return was received on October 4, 2024, and the refund would be processed accordingly.Nature of the Dispute:Despite multiple communications, Bluemercury has failed to process my full refund. On October 18, 2024, an agent named Aniasia falsely claimed that the return was only received on October 18, despite the confirmation that it was delivered on October 4. When I escalated the issue, the company claimed that a portion of my order (a Dyson Airstrait Straightener) was missing from the returned packages, which is entirely untrue. I returned the items in their original packaging, with the total weight matching the *** receipt. The company is now offering only a partial refund, citing a missing item, which I believe to be a retaliatory measure following my complaint about the agents ******************* Response:After I raised concerns about the delay and agent misconduct, the company has shifted their explanation and falsely claimed that an item is missing from the return. The company has not attempted to resolve the issue satisfactorily and has failed to provide my full refund. Their behavior has been dismissive, and they have not contacted me directly to explain the situation.Desired Resolution:I am seeking a full refund for the returned order and an investigation into the dishonest behavior of their customer service team.

  Business Response

  Date: 10/29/2024

  The client has been fully refunded and an open investigation is ongoing with bluemercury's warehouse as well as **** Bluemercury does not practice retaliatory measures and ensures we are providing both the client and the business a fair investigation when looking into any case. As third party vendors are also involved, this matter takes some additional handling time. 

  Customer Answer

  Date: 11/12/2024

  This case is not completely resolved yet. Due to this issue, I feel I am suffering false accusation from this store, which makes worse my mental health and physical illness. I am looking for compensation.

• Initial Complaint

  Date:08/19/2024

  Type:Delivery 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.

  I placed an order on Bluemercury's website and received the order with product that was open and damaged. They sent a replacement package with an open product that was also mailed back. I returned back the box with damaged product and also the item in the replacement order that was leaking and open in 2 packages with return labels provided by Bluemercury. There are photos of the damaged box which were sent and detailed conversations about the shipping issues reported to the company. When I went to place another order a few months after they have decided to block my account. I have called numerous times to express my concern over this and they continue to tell me they received boxes with no product. I did not send empty packages back to them. I retuned the boxes with the damage product and this should be evident in the tracking information for both orders by *****. I have never returned any other product to this company and have placed many large orders over the last few years. I requested that they investigate this because there must be some record of package weights from *****. **************** seems to only reference one of the packages returned with low weight but not acknowledged the large box that was shipped back. They have not done a deep investigation to support their claims with ***** and their warehouse as requested for over 2 months. After not getting anywhere with them and them continuing to blame me for actions that did not happened, I requested my account be completely deleted from their system since I will not give my business to a company that treats me in this way. They still have not removed my account after this request. They continue to tell me I can shop in store but not online. Their customer service team can only provide limited information. I have repeatedly requested for someone in the department above who is making these claims and accusations about my character to contact me but I get no response. I do not feel respected as customer.

  Business Response

  Date: 09/03/2024

  Bluemercury values each and every client. In order to provide a resolve here, please provide all photograph evidence available. Please note our warehouse does have documentation of what they received in each return. I have additionally looked into this order and though we have confirmation of items being packed in the order, the client asked for a refund of items claimed as not received. If there is an error, we would like to address it immediately but need more documentation from the client to assist. 

  Customer Answer

  Date: 09/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22163575
  
  I am rejecting this response because:

  This package was mailed back and delivered to Blue Mercury several months ago, on April 30, 2024, the length of time no longer allows me to see *** tracking information for this package.
  When this order arrived damaged, I contacted Blue Mercury and sent the attached photos of open and spilled product to ************, they provided a shipping label which I used to mail back this box of damaged product. I was notified by ************ that my package was received, a replace order was sent. I assumed this issue was resolved and threw away the drop off receipt from ***. 
  In July 2024 I placed an order with Blue Mercury and I was informed that I could no longer order from their website. This is when they notified me that they received the damaged product box I shipped empty. I should have been advised that this package was delivered empty and an investigation should have been made with *** back in April. When they advised this to me 2 months ago I have repeatedly asked Blue Mercury to investigate this with *** and they have not taken any action.
  Please also note this is the only time items were returned by me to ************ and it was only being returned because of their shipping damage.
  I called *** today as the shipper they can only advise to me that the package was delivered and provided the 1lb weight which was auto generated when the shipping label was created. This is not the scanned weight which would have been on my shipping receipt and must be in the tracking information the shipper account should be able to access. *** advised the company that is the shipper, the *** account holder who generated this label is the only party that can file a claim. I can not file this claim and gain further information beyond confirmation of package delivery at this point. If my package arrived empty please look further into this with *** and file a claim.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/02/2024

  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 went into the Bluemercury store to purchase around $250 worth of merchandise/beauty products. Upon store entry, I was not acknowledged by the woman working the counter and she clearly did not want to help me. I asked her if they carried a specific luxury French skincare brand, which is noted to be carried on their website. And she responded with check CVS. I told her this is a luxury skincare brand and CVS does not carry this. She then responded with you mean LRP. I told her no I do not mean LRP. Which is carried by CVS but this particular brand is more high end and this wouldnt be carried there. She was so rude and condescending and clearly racially profiled me. She did not even offer any recommendations for similar skincare brands and I was put off by her absurd and rude attitude. To make things worse, I have called to speak with someone in charge and they do not pick up the phone.

  Business Response

  Date: 04/03/2024

  On behalf of bluemercury, I regret you didn't have a great experience in one of our stores. I'm not sure which phone number you have called as our dedicated customer line, has agents during extended business hours to assist. Please call us at ************* or email us at ******************************* so we can be of further assistance. 

• Initial Complaint

  Date:12/14/2023

  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.

  Dear BBB Officer, My name is *****,  and I would like to file a complaint against Blue Mercury. Long story short: they sold expired products to me, TWICE. Long story in detail: I bought a bunch of stuff from them, two of them are "************* Blemish + Age Defense", which I have used a lot before this purchase. Due to the overwhelming hassle with them, I am not quite sure about the order number, but I think it might be "ORDER NUMBER #******* confirmed on Nov 28th, 2023" under the name of ***** ***. What happened was that the two boxes looked super old (think of those old yellowish photos) and dirty (you can see the black stains), so I immediately looked up the batch number, and found it was made in 2021, very close to expiration... I called Blue Mercury, they ran a check, and viola! it was already expired!!! So they sent me some compensation, and promised a replacement -- sounds like a happy ending, yeah? But oh no! Today I received their replacement, and god could you believe it, it looked even older and dirtier!!! I ran a check, and both of them are already expired!!! Now, problem is, everytime I needed to talk to them to fix it, it costs me at least 1 hour on the phone + all the hassle to ship the package. I want this to be over, I want closure. This is not how they should do business, sending customers expired skin care product, TWICE. I kindly ask you to help me look into the matter and see what is wrong with them, My request: their apologies + compensation as they see fit, but most importantly, PLEASE send me the products that are not EXPIRED! I don't care about $10 coupons, I just need to use the product... please. Thank you for bearing with me, dear BBB officer, I have my full trust in you, and you have my most sincere gratitude. Best, ****

• Initial Complaint

  Date:10/30/2023

  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.

  Hello,I purchased items from bluemercury on 6/26/23 for 1959.72$. I did not open the items because my girlfriend did not want them after they arrived. I returned the Items on 7/22/23 at the *** store using the return labels provided in the shipment. I then contacted the company and asked when my refund would come but they kept on stalling me. Eventually they said they havent received the items despite me sending them, and that I needed to contact my bank for a refund. I filed a dispute which the bank ultimately denied today and I already issued an appeal. I was told by them to get my refund from the bank but they denied my refund when I did. I need help.

  Business Response

  Date: 11/28/2023

  We are working with the client and his bank as a chargeback had been filed. The client will be refunded, pending a chargeback has not already occurred. We had last heard from the client in August when he was filing with his bank. 

  Customer Answer

  Date: 11/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I am glad to hear I will be refunded finally. I appealed my initial dispute on the date shown in the attachment and hope to have that appeal accepted in due time.
  
  Regards,
  
  *********************
  
  

  Customer Answer

  Date: 02/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  So, I already filed a complaint with you guys on 10/30/23 with the complaint number being #********. In summary, I returned the items on 7/22/2023 at the *** store at ***************************. After no update, I contacted the company and they claimed to not receive my items. Unfortunately I do not have the return tracking number/ receipt because I dropped it off in a drop off box. I have evidence I was there and I have evidence that they told me to chargeback my bank multiple times. The customer support told me to go to my bank and they declined my dispute. That is when I came to you guys. They again replied that I will be refunded but the dispute was again rejected. Today (2/22/24), I reopened my dispute with the bank and come to you guys to contact them. I will attach all evidence I have and I will also contact them myself today. The order number with bluemercury is #******* Thank you!
  

  
  

  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/22/2024

  Unfortunately none of the attachments are proof that the merchandise was returned. An Uber ride and screenshot of *** business hours does not constitute proof of drop off. 

  If you would like to dispute the charges with your bank, only the client can do so. As a business we can not dispute it on your behalf. We delivered the product you purchased and have tracking to confirm that. Without proof of your return, your only option to dispute is your bank. 

  if you have any follow-up questions you can address it with ******************************* 

  Customer Answer

  Date: 02/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20802261
  
  I am rejecting this response because:
  I have reopened the dispute with my bank and I have also contacted them directly. I will attach their response. Which says they will refund me! Please go ahead and communicate with my bank during the dispute process and I will be awarded my money again.
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 02/28/2024

  I have been filing the dispute with the bank, but have been told multiple times I will be refunded

  Business Response

  Date: 03/20/2024

  We have responded to this complaint and addressed the client separately as well. 

  The client has not provided tracking information for his return, nor was it returned using any label provided by us. The client's account of this incident has changed several times. Without valid tracking nor it's arrival at our warehouse we can not refund this order. All photo evidence provided is not related to valid tracking. 

  Customer Answer

  Date: 03/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20802261
  
  I am rejecting this response because: I used the return labels provided inside of the packages and sent the packages back. I have not changed my account, and I have been told on multiple occasions from you guys that I will get my return (as shown in the screenshots). I understand that I lost the tracking information receipt, but I USED the return tracking provided by the company and I returned the packages with those labels. They should have record of those tracking numbers and it will show I used them at the UPS.
  
  
  Regards,
  
  *********************