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:07/23/2025

  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 went in for a free facial was sold a Red light device, he (****) owner said about 3000 with a bunch of facial products. I agreed but they had me sign papers to do credit report to pay out. I did so and after a long time they said lines were not working, I went ahead and used my credit card, after getting home then extra day looked at my products and there was 6000 charged to my card, I never agreed to this. It said for refund call next day, no answer, I got on line and filled out paperwork to them, kept called, no response. I sent in a complaint to BBB, no response. I've called over and over. I will return products and device, want a refund as I was promised. Also they show you ******* uses their salon in ***. And he supposedly is her facialist, that's a lie with me finding out a whole other story on line with her true facial expert and different person. I have paperwork but can't get to it at the moment. Thank you for your time.

  Business Response

  Date: 07/24/2025

  Dear *****,
  
  Thank you for bringing this matter to our attention. We are truly sorry to hear about your experience and understand how frustrating this situation must feel.
  
  However, after reviewing our records, we can confirm that there is no one named **** associated with our team or ownership at our location.
  
  Regarding your concern about the charge and purchase, we kindly ask that you provide any related paperwork or documentation, as we are currently unable to locate a transaction under your name. Without this information, we are unable to verify the details of your sale or proceed with a proper review.
  
  Please note that in every transaction made at our store, clients are presented with and asked to sign a contract outlining the terms of sale, including our no-refund policy. We do our best to ensure that all policies are clearly communicated and agreed upon at the time of purchase.
  
  We understand your concerns and are happy to look into this further once we receive the relevant documents.
  Sincerely,
  The Soap Tree Team

• Initial Complaint

  Date:05/28/2024

  Type:Order 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 signed a contract with a guy in the store named *** in December 2023. I bought the products for $10,000.00. He gave me these products and would call and tell me how to use them. I did this religiously for 3 months and he told me I need to buy these other products for $1,000.00. Then he quit contacting me. Then he told me I really need to buy these other products and that I was cheap. I told him that I couldn&#**;t afford any other products. He contacted me twice and I asked what is wrong with him. His first excuse that he was in the hospital. I sent him pictures of the product and everything he has asked me to do. He constantly says he will contact me. He is wanting either more money or excuses.I would like to drop the contract and get some of the money back.

  Customer Answer

  Date: 07/11/2024

  I understand that my case has been closed but did you contact the guy I sent you information on? He was the guy who should have been contacted as the Soap Tree was the store he worked for! His name was *** and I have his phone number if you dont have . 

  Customer Answer

  Date: 07/11/2024

  I understand that my case has been closed but did you contact the guy I sent you information on? He was the guy who should have been contacted as the Soap Tree was the store he worked for! His name was *** and I have his phone number if you dont have . 

  Business Response

  Date: 07/02/2025

  Dear ******,
  Thank you for bringing your concerns to our attention.
  We are sincerely sorry to hear that your experience has not met your expectations. At The Soap Tree, we are committed to transparency, respectful service, and customer satisfaction, and we take this matter very seriously.
  In order to investigate this issue thoroughly and assist you appropriately, we kindly request the following details:
  
  The exact name(s) of the product(s) you purchased
  The date and location of the purchase
  Whether you have already submitted a refund request or initiated a chargeback with your financial institution
  Any receipts, contracts, or written communication you may have from the time of purchase
  Any screenshots or documentation of your interactions with the representative in question (***)
  
  Please be assured that we do not tolerate unprofessional behavior or pressure-based sales tactics from any of our representatives. We would like to better understand what happened so that we can take any necessary corrective action and work toward a fair resolution for you.
  You may provide this information through the BBB platform.
  We look forward to your response and appreciate the opportunity to address your concerns.
  Sincerely,
  **************************

  Customer Answer

  Date: 07/03/2025

  I have sent all the info that you are asking when I did this complaint. The person who waited on me was the manager at the time who is now gone. I spent at the time I was there a package of products which was $10,000 and I did not even stay a year as the manager never followed up on my progress. I would text and call but would be put off

  Customer Answer

  Date: 07/03/2025

  I have sent you all I have( emailed you 3 pictures of things I purchased. If you need more I cant do more as I have had 3 text with different codes and cant do any more

  Business Response

  Date: 07/09/2025

  We truly appreciate the opportunity to respond and clarify the situation regarding Mrs. ******* concern.
  We have made several attempts to gather more information from the client through this platform, kindly requesting any additional details or receipts that could help us fully understand her experience. Unfortunately, we were informed that the staff member she interacted withwho was the manager at that timeis no longer with our company.
  Mrs. ****** mentioned she had purchased a package totaling $10,000 and that she did not receive proper follow-up. We sincerely apologize if her experience fell short of expectations. We understand how frustrating that must have been, and we are very sorry for any inconvenience caused.
  We want to emphasize that our management team has since changed, and we are committed to resolving any past or current concerns our clients may have. In order to move forward and properly address the issue, we kindly ask for Mrs. ******* collaboration in providing any remaining details or documentation related to her purchase. This will help us understand the situation thoroughly and offer an appropriate resolution.
  We are truly sorry if we failed to meet her expectations and are grateful for the feedback, as it helps us grow and improve. Our goal is always to deliver high-quality service and care to each of our clients.
  Thanks

  Customer Answer

  Date: 07/10/2025

  Complaint: 21769935
  
  I have reviewed the business' response and am rejecting it because:
  I feel like my money was wasted and I was taken. Dont know what I expected from the business but spending the amount I did and wasnt even a year that I was there, I figured some refund was expected. I have sent all the info and even the receipt for what I spent
  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/10/2025

  The customer was asked to sign the sales contract [that part is not shown in the photos].
  
  Our product marketing and sales strategy is based solely on the manufacturer's guarantees of effectiveness. We make no claims beyond this scope.
  During the visit, we also verbally stated that all sales are final.
  
  We reiterate that:
  The customer made the purchase in person at our store.
  The customer signed a sales contract. This contract reiterates our refund policy.
  The customer took all the products with them at the time of purchase.
  The customer still has the products.
  Please note the attached approved receipt, which clearly shows our refund policy, but that part is not shown in the photo you included.
  We can read: "Thank you for shopping with us! Please retain this receipt to enjoy special promotions for returning customers..." and then comes the part: "No refunds. I hereby confirm that I have received all purchased products as described on the invoice."
  Our policy is very clear: No refunds.

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/22/2023

  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.

  I bought some eye makeup and they charged me $551.75 for the makeup. I looked on ****** and they had the same product for $147.00. I went back and told the owner of the store that they overcharged me. So he was supposed to issue me a refund to my debit card. The manager, Shair Gal, did not give me a refund and never returned my money. They are reluctant to give me my money back.
  
  I would like my refund - $551.75 - to my bank.

  Business Response

  Date: 09/08/2023

  Please call me to issue your refund

  thanks 

   

  **********

   

  Customer Answer

  Date: 09/10/2023

  I have bank statements that prove

  i did NOT receive my refund

  i will not put bank statement on the internet

  i want my money back

  i have other option to put presser on them to give money back