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:06/25/2025

  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 initially ordered this product to try at the $80.00 cost as they stated it was a promotion with a 90 day money back guarantee...I had no idea that I was signing up to have another shipped to me at a cost of $160.00 until my husband stated that our account was charged $160.00... I was livid! I assumed that with a call, I could have this solved, as I was getting ready to call to inquire on returning the product that I had on my initial order, as there were no results as advertised. This is false advertisement at its finest! I did not authorize to my knowledge, automatic shipment. Now the customer service is telling me that I cannot get a refund...as they had advertised... on the initial products, $80.00, but the $160.00 they took from my account as well, stating that there were more products on the way to me. They state they can only give me a store credit! Really??? I don't want any product EVER AGAIN from them! What a shame to take advantage of hard working people! This is not the way to do business, and by the way, their products did nothing for me, hence getting them ready for return on my initial order ! I want my money credited to my account! I feel so foolish for ever trusting to order. I am 62 years old and should know better... Never again... Buyer Beware!!

  

  Business Response

  Date: 06/26/2025

  On 5/23/25 Cardholder initiated the purchase of a discounted package on
  the Subscribe & Save option to deliver every 30 days. 

  5/23/25-Subscribe & Save -Red Carpet Sale Take an additional 50% off first order* Charged $80.00 instead of $160.00.

  Reoccurring order processed 6/22/2025 for $160.00.

  Customer sent email to cancel on 6/24/2025. Customer was given Return number., Package is still in transit back. A refund of $160.00 was processes 6/26/2025 in the amount of $160.00.

  
  
  

  
  

• Initial Complaint

  Date:04/11/2025

  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 what I thought was a one-time purchase, but they put me on a subscription. I caught it before it shipped to stop it, but they told me that the order has already been processed. The merchandise arrived and I returned (sent back to sender) on 3/31/25. They refuse to credit my money back only offering another product or company credit. Their products don not work as advertise so I would like to get my money back. The now have the product and my $150.00.
  I appreciate your help.
  
  ******* *********

  

  Business Response

  Date: 04/14/2025

  Customer opened a chargeback for $105.93. Chargeback was accepted by us, the merchant on 4/14/25. Customer was already credited from the credit card company.

  Customer Answer

  Date: 04/14/2025

  [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:11/20/2024

  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 purchased a large skin care package from Chamonix, tried all the products, and discontinued the autoship on my account profile and they still sent the product. I called and contacted them and they told me to return the product and issued a credit stating that they believed I had a different "account" than the one they had and the cancellation didnt show on their account. The sales person offered me another product that she said was significantly different from all the products in the starter package FOR FREE and said if I liked it I could order it again in the future. She did not tell me that it was set up for auto ship and I did not have an auto ship on my account nor did I receive an email stating that I had an auto ship. The product arrived at my house 4 months after the FREE sample and I called immediately when I saw the charge on my account. They would not take the product back or give me a refund. Instead, they sent me a link to what they said is "my account that they see" not the one I log into with my username and password. This was the same problem with the first shipment. They seem to have an account that I don't have access to and can't make any changes. They have an IT problem and they have a customer service problem and they do not hold truth in advertising. In addition, I told them to remove all my credit card information from their system to prevent any future orders and to remove my name from their mailing list via an email and to send me a confirmation. They did not confirm they did this so I had to call back again and the agent told me they would remove and finally I got an email confirmation. They still did not give me a RMA number so I can't return the item for a refund. They will only issue a store credit. I also contacted my own personal credit card company to dispute the charge. I do not recommend the product or the company.

  

  Business Response

  Date: 12/02/2024

  Customer placed an order on the Internet on *************** 6/13/24. At that time, the customer’s account was created with the name, billing/shipping address, and phone number.
  This order was a sign up to a Subscribe & Save, an automatic shipping program where they will automatically be given all the benefits after purchase.
  

  Merchandise has not been returned. As a courtesy, we refunded the $46.00 onto the credit card used to make the original purchase.

• Initial Complaint

  Date:08/21/2023

  Type:Billing 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.

  Apparently I signed up for a subscription which SHOULD come with some type of reminder that you're about to be charged. At 6am EST on a Saturday morning my card was charged a very SIGNIFICANT amount of money. I was very upset. I tried searching my emails for any indication this charge was coming. NONE. I tried contacting the company - THEY AREN'T OPEN ON THE WEEKENDS. I tried modifying the subscription- ABSOLUTELY no place to do so. I filed a complaint with phone number and emailed them a complaint. The best I got was 'TOO BAD SO SAD' via email and they still went forward with "sending the product out" after receiving my complaints by Monday morning. No phone call, no correction, no apology, no refund. Just keeps saying IN EMAIL that their policy is no refund only credit or exchange. Isn't that great for cashing in on business. Absolutely no care for customer satisfaction. Do not get taken by such a low integrity company. I want my refund asap. They can have their overpriced stinky crap back. Oh, and if you wondered, it does nothing for fine lines or wrinkles.

  

  Business Response

  Date: 08/22/2023

  We are so sorry for the response you received. We have issued you a full refund. Please allow up to 5 business days for it to show up on your account. If you should have any questions, please feel free to contact us at ###-###-####.

  Thank you and have a great day!

  Customer Answer

  Date: 08/22/2023

  [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 appreciate their swift action and it speaks much higher volume than how I was treated in my email. 
  
  
  Kindly,
  
  
  ******* **********

• Initial Complaint

  Date:08/30/2022

  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.

  I ordered skincare products through this company. I inadvertently signed up for automatic renewal. Fortunately, I used my Paypal account and I was able to easily cancel. However, this company now calls me weekly and absolutely refuses to stop. I have repeatedly asked them to stop calling me, but they continue to call. Just plain rude!

  

  Business Response

  Date: 08/31/2022

  Customer signed up to automatic shipment on www.genucel.com on 3/28/2022.

  Customer has been cancelled and also placed on a DO NOT CALL LIST.