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Business Profile

Online Retailer

Laughland

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/22/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    A couple of months ago I bought a promotional product and received that item. I recently received an order from that same company and charged $41.37. When I reached out they stated there was a subscription attached to the product. I was not aware of any subscription I believed it to be a promotional item. I didnt open the package that was sent to me and I reached out to customer service to resolve this issue and send back their unused product and receive a refund. I was told because it was a subscription they cant return it and to let them know 5 days before the next billing cycle. The problem with that is that I dont know when that is because I didnt sign up for it and cant access my account online. I just wish to return their merchandise and receive a refund.

    Business Response

    Date: 05/26/2025

    Hi Alessandra,

    Thank you for reaching out to us and so sorry for the trouble!

    This order was processed because the initial free trial was part of our subscription plan. As per our subscription policy, cancellations must be made before the next order is processed to avoid charges. Since the subscription was not canceled in time, we are unable to provide a full refund.

    According to our subscription policy, the order can be returned given that it meets the relevant eligibility criteria. We are unable to start a return or process a full refund. Please see below:

    Subscription
    Customers who opt-in for the subscription discount are able to cancel their subscription as they wish on the customer portal. Once a shipment has been created by the subscription plan however, they are unable to cancel that shipment. A customer must cancel their recurring shipment before the next order date. Customers who do not wish to subscribe should purchase the non-recurring, non-subscription plan instead.

    Furthermore, your subscription linked to ********************* has been canceled as requested, ensuring you won't face any additional charges moving forward.
    Should you have multiple accounts or any other concerns in the future, please inform us at least five days before your next order processes to avoid any unexpected charges. Please note that as per our subscription policy, refunds for unreported account cancellations cannot be reimbursed.

    We genuinely appreciate your support and understanding through this process. Thank you for giving us the chance to assist you!

    Warmly,
    Nishanthini

    Customer Answer

    Date: 05/27/2025

    Complaint: 23367394

    I have reviewed the business' response and am rejecting it because:

    I have the unopened package and I am willing to return. Additionally, customers should receive clear email notifications when a subscription begins and before any charges are made to their account. Failing to provide such communication can feel deceptive and, to a customer, may resemble unauthorized charges or even theft, especially when there is no return policy in place to resolve such issues. Offering a discount only after taking someones money does not build trust or encourage future purchases from your company.


    Sincerely,

    ********** ******

  • Initial Complaint

    Date:10/01/2024

    Type:Product Issues
    Status:
    Resolved
    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 purchase a free trial of whitening products for subscription , after 2 times I found out that the products are not effective and worthless so I wanted to cancel my subscription they sent me an email to give them another chance to proof their products are good and they offer me a free gift with my next purchase ( whitening pen costs $12 ) while the gel costs $25 then I found out that they charged $37 that means they charged me for the FREE GIFT theyve talked about, I was trying to unsubscribe but their webpage didnt allow me to do that which is weird I contacted them via email they replied with blah blah same words they used before about giving me a 50% discount ! I said no just unsubscribe me then I got the product and wasnt including the $12 whitening pen they promised me to send it for free !!! They literally stole my money, when I went to their page at ******** there are LOTS of customers complaining the same exact thing

    Business Response

    Date: 10/18/2024

    Dear Better Business Bureau,

    I hope this message finds you well. I am writing to provide a detailed response regarding the recent case: 22362329 concerning the customer’s experience with our personalized teeth whitening subscription with the desired settlement being 'Refund; No further contact by the business'.

    The following includes both the the flow of events and notification of refund for your reference:


    Flow of events:

    On 07/26, the customer signed up for a free trial and a monthly refill subscription for our At Home Whitening Kit - Everyday 8-16 formula, paying $4.99 for shipping for their initial free order.

    Their first monthly subscription refill, the Everyday 8-16, processed on 08/26. While all customers can freely view the details of their personalized plan and cancel at any point by logging into their subscription account, the customer reached out to us at [email protected] on 08/28, requesting information on how to unsubscribe from their monthly plan.

    We responded on 08/29, with offers to help them continue their teeth whitening routine and inquired about their reasons for wanting to cancel so that we may improve their experience. We also asked the customer to reach out to us at least 5 days prior to their next order, if they wanted to cancel their subscription plan with our assistance.

    The customer replied on 09/03, expressing their desire to stay on the plan and opting for a complimentary To-Go Pen of 8-16 formula to be processed along with their next refill order. We proceeded to include a discounted To-Go Pen of the 8-16 formula in their updated order.

    On 09/26, the second refill and the To-Go Pen, processed charging the customer a total of $37 which included the $7.23 for the To-Go Pen. Unfortunately, due to a system error, the To-Go Pen was only partially discounted by $3.98 instead of being provided for free as intended. The customer informed us of the charge on the same day, expressing frustration over the issue.

    We apologized for the oversight and issued the remaining refund of $7.23 for  the To-Go Pen (total refunded: $11.21) once we identified the error. Please see the refund confirmation below and email attached.


    The refund confirmation:

    Hi Ahmed,

    We hope this message finds you well. We want to sincerely apologize for the oversight regarding your To-Go Pen, which was partially charged. Unfortunately, there was an error in the system which didn't process the full discount. We truly value your experience and understand how disappointing this must be.

    To rectify the situation, I have processed a refund for your To-Go Pen, which was intended to be complimentary. Please allow 5 to 10 business days for the refund to appear in your account. The reimbursement will be credited back to the original payment method you used for your purchase.

    Depending on your bank, you may see a new credit for the refunded amount or a reduction on your original charge.

    Thank you for your understanding, and please let me know if there’s anything else I can assist you with.

    Warmly,
    Zainab

     


    If the team has any further questions or requires additional information, please do not hesitate to reach out to me directly at [email protected].

    Thank you for your attention to this matter.

    Warmly,
    Zainab


    Customer Answer

    Date: 10/19/2024

    Better Business Bureau:



    I have reviewed the business' response regarding complaint ID 22362329 and am satisfied with this resolution. 

     

    Sincerely,



    Ahmad Abdo

Laughland is NOT a BBB Accredited Business.

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