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:06/09/2025

  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.

  I bought this on Friday. At the salon, the cream/serum felt nice and moist, but once I left and it dried, it turned into a crusty mess under my eyes, requiring me to wash it off. They didnt mention that it would leave such a residue, which explains why you leave with it still wet. I have plenty of eye creams, and none of them leave a crusty white residue like this one does. We left the next day, or I would have brought it back.

  Business Response

  Date: 06/09/2025

  We're sorry to hear you're unhappy with the product you purchased. You're welcome to contact us directly at ***************************** and provide us with your invoice number, store, and date of purchase and we'll gladly assist you.

  Customer Answer

  Date: 06/19/2025

   
  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. Can you remove my dispute from public view as they have professionally taken care of my complaint? 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/22/2025

  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.

  Lured into store by lady at the door saying she wanted to give me free stuff. Sat down a guy put some cream under my eyes then told me it was 1600. Then 799 them 400 Finally telling me after tapping in his computer it was $149 but he would give me the larger bottle. I felt scammed out of money just to get out of the store with a product that did nothing but left a crust under my eyes. I feel like they pry on visitors. We were leaving early the next morning or I would have take. It back to the store that next day. I would like to return the protect and would appreciate a refund.

  Business Response

  Date: 01/22/2025

  The customer emailed us directly and we replied to her and providing her with return instructions as she requested.

• Initial Complaint

  Date:11/18/2024

  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.

  On or about October 14, 2024 we went to eat and were walking off our food and we're directed into a store that looked like it was a pop up. The lady at the door handed us off to a man. He asked to try some products on me over my makeup and so I said sure. He worked on my upper eye lid then my lower lid. I could feel it working while I sat there. Loved the results. I asked him how much and he said it was backed by the *** and cost $1600. I said too rich for my blood and then began dropping the price several times. I asked him to write the directions on how to use both creams so I could use them to get the same results. When I arrived home I opened the packages and one of the boxes fell apart like it was old. I tried the products and it didn't even feel the same. I definitely didn't get the same results. I decided to give it a fair try for a week and nothing. I started to think it was a bait and switch. I looked up the customer service number online and called. I left my number and no reply. I started reading about others complaints and felt really dumb that I fell for this. I am not rich. I heard others saying something like they wanted to charge hundreds of dollars in restocking fees. Not a good practice. What about my fees like gas and my time? I just want my money back. How do I get this to happen? Do not purchase this product.

  Business Response

  Date: 11/18/2024

  We did not get a call from this customer and we would be more than delighted to assist her with her concerns. She's welcome to return to the store with the product and we will not only refund her, but we will also demonstrate that specific product on her skin to show her it is the same product and it does work. The key with the product is proper application technique. She's also welcome to contact us at ************** or ***************************** and we'll be happy to assist her.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22566986
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 11/19/2024

  I have called. I have followed directions that I had the man write down for me. I can not take the products back to the store because I was visiting ********* and I live in another state. I would like my refund and I can ship the product back. I do not want to deal with any restocking fees. I can send back ASAP.

  Business Response

  Date: 11/19/2024

  If we had a call from her we would've answered and helped her. ************** or ****************************** she's welcome to contact us for help.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22566986
  
  I am rejecting this response because: I have called not emailed. What I want is an agreement here on this forum, a confirmation that the company will give me a full refund and an address to return their products. That is what will satisfy this complaint. Thank you 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 11/20/2024

  We handle customer service directly through our customer service channel. Are calls are recorded, and we have an answering service taking messages whenever we're not avaialable, 24/7. We do not handle customer service through the ********************. 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22566986
  
  I am rejecting this response because: If everything is done through your customer service and not here then why does your first response say that you would give me a refund? Can we please make an agreement and you give me  a receipt of our agreement.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 11/22/2024

  Our customer service channels are available to you, you're welcome to contact us through them.

  Customer Answer

  Date: 11/25/2024

  I have been going back and forth with this company without satisfaction. In the first couple of messages if you look back, they claimed they were willing to give me a refund and all I asked for is a address where I can return the product. Now they are being vague and asking for me to contact their customer service number. Like I stayed before, I already have and left my return number and I had no return contact until I complained with BBB. I'm afraid that now with mistrust that if I now go through them I again will be mislead  and deceived. I have a brain condition and I am not feeling well and am currently overwhelmed by all this. If they could just confirm refund and give me an address to return product then all this can be resolved. Thank you

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22566986
  
  I am rejecting this response because: we went from you offering a full refund to now being very vague and asking for me to contact you through customer service. I like I stated previously already left my info with you and did not receive any contact until I filed with BBB. I feel like there is a trust issue and would like you to agree to my refund and a address to return the products. Thank you.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 11/25/2024

  Our customer service channels are open for direct communication, 

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

   

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22566986
  
  I am rejecting this response because: Like I have reported I live out of state. I would like an agreement of refund and have submitted a screenshot that you said you would give me a refund. If I have to contact your customer service number again, I will but I will not dismiss my complaint until you do what you have already agreed to. Thank you.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 11/26/2024

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

  Customer Answer

  Date: 12/10/2024

  I'm sorry I do not want this to be closed as resolved. I have a brain condition and I am not feeling well right now. Can I have an extension please. I can show proof of my condition if I need to. Thank you.

• Initial Complaint

  Date:08/22/2024

  Type:Sales and Advertising 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.

  Would like a full refund. ******** mis lead us into believing pruduct was *** certified that the pruduct worked.BBB certified and that the pruduct was 100% returnable with in 30 days if pruduct package not opened.They will not refund for full amount.Want to charge us 20%. $720 to return pruduct.They were not honest. We specifically said we needed to do more research to see if pruduct was right for us. Assured us that it was a 100% refundable within 30 days.

  Business Response

  Date: 08/22/2024

  The customer contacted us asking for a refund and is being talked to directly. The product is *** approved and does work. The returns policy is written on every receipt and invoice and was completely disclosed to the customer. We will continue working with the customer directly.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22181211
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 08/22/2024

  The matter has been resolved. Please remove my complaint. Thankyou for helping to resolve this matter

  Chuck 

• Initial Complaint

  Date:11/06/2023

  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.

  On the evening October 11, 2023 I made a purchase at Kreate by Karim in ************************** Palace, ********* **. This was for a red light therapy device, I felt pressured to make a purchase and was aggressively approached and pressured to do so. After I came home to ******* I realized I didn't want this device. It came on 10/16/2023....the initial charge was $1,155.00 but then got charged for shipping and handling which brought the charge to $1,186.76. I contacted the customer service number ************** which is listed on the receipt to initate the return which says I have 30 days to do so on the receipt. The customer service representative said she would contact the store and get the information on how to mail the unopened item back and get the refund. A week went by and no response, so I called the customer service number again and they said they tried to reach out to the store to no avail. I tried calling the actual store with no one answering that number. I tried reaching out to the sales person who said he would help me get information on how to return the item and get my full refund. Now it is 3 weeks later and almost a month, no one is getting back to me and this is terrible customer service and deceptive business practices, since it says you can return within ******************************************************************************************** the mailing package. I have tried multiple times to resolve this issue and I haven't heard back, I want my refund ASAP, and will return the unopened device to them. It seems like they are ignoring me on purpose to let the 30 days pass by then refuse to refund.

  Business Response

  Date: 11/07/2023

  ******, we apologize for the delay handling your case, we did not receive any message from our answering service indicating you called. We are working with them to understand what went wrong. We also forwarded your information to our management team so they could reach out to you for assistance. We do NOT delay answering customers to wait out the 30-day period, this is not the way we run our business. Our contact information includes email, texting, web-based app, and telephone, and we do our best to return customers' inquires as quickly as possible. We will communicate with you directly to assist you with your request and give you excellent customer service, as we do with every other customer.

• Initial Complaint

  Date:10/31/2023

  Type:Delivery 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 a Genesis * for $2157.75 that was to come with a few other products. ******, my sales person, said she would ship the products the next day. High pressure sales tactic which I regretted but got over when ****** told me it had been shipped (despite being a holiday). She refused to send tracking information, though. Over 3 weeks later, I have not seen the products or the device. I want my money back. I for sure no longer want the products, though would have kept them to avoid the hassle of dealing with this company.

  Business Response

  Date: 10/31/2023

  ******* reached out to us and was refunded in full. We saw the miscommunication between ******* and ****** and regret that and took steps to prevent this from reoccurring. 

  Customer Answer

  Date: 11/15/2023

  My apologies-I thought I responded.  This has been addressed to my satisfaction with the retailer.

• Initial Complaint

  Date:08/28/2023

  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.

  On Fri Aug, 25th of 2023, I was offered a sample at the door of this establishment. Then I was quickly invited in for a facial. I said that I don't have time for that. They proceeded to start putting cream under one of my eye. Using several different high pressure sales tactics. They wanted to sell this diamond facial lift for $300. In the end, I did buy the product for $100 because I wanted to leave. Their high pressure sales tactics unfortunately worked on me. When I tried to research the product in the store, I was met with a lot of questions, compliments, and fast-paced talking to try to and distract me from looking thoroughly. Thankfully I didn't spend $300! When I went back to the room and researched uninterrupted and looked at the product, there's little to no information on the internet. There's little no information on the product, It's ingredients, on how to use it, what it should do, or how often to use it. Felt like a complete scam! The product has done nothing for me, except leave a crusty salty mess under my eyes and I had to go fix my makeup. I should know better than to succumb to high pressure sales tactics! It's unfortunate that this company uses those strategies because even if their product was decent, those tactics are such a turn off! Beware! Beware! They're going to try and scam you out of thousands and thousands of dollars and put you in a red light balloon chair.

  Business Response

  Date: 09/02/2023

  ***, we're sorry to hear you're unhappy with your purchase. Conveniently, our customer service information is located on every receipt, invoice, website, ****** profile, and other social media routes. We're happy to offer you a refund per our returns policy. Also, you're welcome to check out the hundreds of 5-star reviews we have on ******, as well as contact our customer service if you need instructions on how to properly use the product to get the results from it. Our products have many happy customers, and we cherish them dearly. For those who don't enjoy the products - returns policy is available for assistance.

• Initial Complaint

  Date:06/30/2023

  Type:Customer Service 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 the product and that very evening had a severe allergic reaction, I called the salesperson **** told her Im allergic and please cancel the order asap. The entire package was shipped anyway and I was charged $3600. I have followed up numerous times for a return label as I was told I had 30 days. No response despite multiple attempts.

  Business Response

  Date: 06/30/2023

  ****** called our customer service department first time on 06/29/23. We are in the process of handling her request.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20259223
  
  I am rejecting this response because: I have called the store multiple times and also emailed my sales rep **** multiple times with no response.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/05/2023

  If you want to resolve your concerns we reached out to you multiple times and you don't reply. 

  The fact you reached out to the store doesn't change the fact the customer service department knew nothing about your request as it does not monitor the store's telephone number. When you want a resolution, you're welcome to reach out to us directly, or answer any of the managers who tried reaching out to you. You have our phone number and email address, as well as our website with texting feature. 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20259223
  
  I am rejecting this response because: I dont have any of this information all I want is a return label so I can return. Nobody seems to want to give me this? I only have until the 12th, customer service is an answering service who cannot help. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/07/2023

  We called you and left you a voice messages and reached out to you. When you want help - you're welcome to call back or reply to a text message or email.

• Initial Complaint

  Date:08/31/2022

  Type:Billing 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.

  On 7-19-2022 I made 2 purchases at Kreate. Salespeople are high pressure and keep adding "free" items to seal the deal. I purchased eye products for $400 on invoice ******. I was asked if I wouldn't like a complementary facial. During the facial I was offered the Eneo Advance EQ for $5500. I was shocked. Person performing facial added in several products she was using at the same time. I told her no and it was too expensive. She reduced the price to $3500. I again told her no and she reduced the price to $3100 and told me the special was ending that day and was offered because there was some type of beauty conference in town. I said no and I wanted to research the products. She added in another product to the package. I told her I couldn't fit all the products in my suitcase. She offered to ship the other items for me. I agreed. Invoices ****** and ****** for $0 were included on the shipping receipt. I took the Eneo and another item with me. Eneo was expensive, and I didn't want to risk shipping it. It is noted on receipt and shipping receipt shows I took 2 items. I researched when I arrived home and couldn't find any real info on products. The website is the only source I could find for items. I decided to return items. I was told I was to be charged a 20% restocking fee on all the items shipped. I did not see this small print on receipt nor was it pointed out to me when shipping was offered. I was told even the items I took with me (even invoice ****** that I took with) would be charged the restocking fee. None of the items have been opened.We have spoken several times. The price was reduced to $2500 and then $2100. I was sent a copy of their invoice ****** and it does not even match mine! The tax has been removed and has been split between the items purchased (increasing value and restocking fee) and a shipping fee. $159.99 has been tacked on for a shipping and handling fee for a box that weighs less than 8 lbs! Not valid receipt.

  Customer Answer

  Date: 09/02/2022

  ***Document Attached***
  I did not see these receipts attached.
  See Attachment/File: ******