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:03/24/2025

  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.

  The item arrived with an extremely low /dead battery (it is not a rechargeable item). I promptly ( same day) got in touch with customer service. After numerous conversations with the in-app customer service, and their e-mail only customer service, and following all the troubleshooting instructions, it still will not work. On the rare occassion that it does turn on, it lasts for less than 10 seconds, and disconnects from blue tooth. They state they dont refund opened items, how else would I know it arrived defective?

  Customer Answer

  Date: 04/07/2025

  The issue has now been resolved. And I will no longer purchase directly from their website.

• Initial Complaint

  Date:03/12/2025

  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 a Foreo Iris device from ****************** *********** Warehouse outlet on 7 September 2024. I used the device on Sunday 9 March 2025 and midway through the treatment it stopped working. The device was still running but the device head stopped moving. I used their livechat in the app to get advice on how to fix it. I tried all their options but nothing worked.Because I registered my device on their App and captured all the details including Proof of Purchase via uploading of my original paper receipt information, I was able to submit a warranty claim directly from the App for this device. Their customer service team responded the next day needing more information. The app screenshots did not meet the company policy requirements.I then sent the following information to them:- Screenshot of my device registration in the App. This showed the purchase date, that I purchased it in store, but it does not have the time or invoice number.- Screenshot of the device on the Proof of Purchase page from the App. This showed the device and price paid for it.- Screenshot of my credit card statement showing my purchases from Foreo that day, and the value of my transaction (matched the Proof of Purchase info in the App)- Photograph of the bottom of the device showing the serial number (matches that in the app)- Video of the device being switched on, the device running but not working and how I switched it off. But I still I did not provide the receipt with the date, time and invoice number on it, and the App Proof of Purchase was not accepted as a proof of purchase. The claim was not accepted.The registration of the device and capturing the proof of purchase is misleading as it does not count as a 'proof of purchase'. The warehouse store salesperson did not make this disclaimer. Had I known this device registration and capturing of proof of purchase does not count for warranty claims, I would have kept the paper receipt.I just want the product replaced.

  Customer Answer

  Date: 04/08/2025

  The complaint was resolved once I informed them of escalating this to consumer affairs like yourselves. The customer support team at ****************** admitted to not looking at all the documentation that I had originally provided.  They proceeded to replace the item as long as I proved to them I had rendered it unusable (by cutting / destroying the device ) and sending them a photograph.  I had just recently found the receipt with the info they requested which was sent to me via text message which they did not ask me about. The overseas branches and stores clearly dont have all the same standard operations.

• Initial Complaint

  Date:04/19/2024

  Type:Product 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.

  - Order date: April 13, 2024 -Order # ******** - Products: Bear 2 and Super Charged Serum I ordered the product and it arrived quickly. Upon receipt, you have to open the package to get to the directions. Once you do that, you only then find out that the product can only be used with an App which requires considerable time and energy for each use and requires you to pay for a monthly subscription. I contacted the company because I did not intend to pay for a subscription. There was nothing on the website that said anything about that. I received an email back saying the subscription was optional, however, when you are in the App for the first time, you must select one of two paid subscriptions and cannot exit the screen without making a selection. Because I did not select one, my device is not yet working. They sent me a copy of the return policy which states they don't take returns of opened products whose boxes have been opened, but there is no way to know about the required App or subscriptions without opening the package. Furthermore, there is no link on their Web page for a return policy and even when you type "return" in the search bar, it comes up blank. They are purposefully dishonest and this is unethical. I wish to return my unused product for a full refund.

• Initial Complaint

  Date:03/13/2024

  Type:Product 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.

  I purchased the FOREO **** 4 from the company for approximately $185.I received the product on 3/11/24 and sent an email to customer service to initiate a return for a refund. I received a response on 3/12/24 asking for pictures of the unopened, unused device which I immediately provided and received no reply. I again contacted the company asking for the necessary documentation to return the product as they dont provide this with the delivery or on the website.I received an email asking if I was happy with customer service. There was no information provided about how to return the item. When I selected unsatisfied it took me to a dead link. The company only gives 14 days from the date the product is received to return it.They are unresponsive and this behavior is both suspicious and unacceptable. Im extremely disappointed and will never recommend this company to anyone.

• Initial Complaint

  Date:02/08/2024

  Type:Product 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.

  The date of the transaction was November 07 of 2023 y bought a foreo bear 2 on foreo.com website they offer a save, and PAINLESS device of microcurrent for the face I paid $378 dollars by PayPal the what happen is that when I receive the product I noticed that was extremely painful to use was imposible for me to use it so I think I was doing it wrong so I send an email to them the give some tips and instructions but I was doing everything correctly and the extremely pain persist so I ask them that Im sorry in gonna send the product back and that I wanted my money but they just ingnored **** paid to much for something is not working and they lie to the people so they bought that stuff, Im not asking for anything free I just want my ****** and they get the product they send to me pleas help me cause PayPal just ignore me too. my foreo Order number was #******* thank you

• Initial Complaint

  Date:12/18/2023

  Type:Product 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.

  ? Dear Foreo Executive Office,I have been waiting for the replacement **** facial cleanser brush for over a month. Multiple times, I have contacted your customer service but have not received any help locating the replacement. I returned the brush to you as it was not working out of the box, but I may have mixed up the return process, and I am unsure whether it should have been returned to you or to the store where it was purchased. Can you please assist me in locating the replacement brush and have it mailed to me?Thank you for being so helpful.Sincerely,***********************

• Initial Complaint

  Date:02/06/2023

  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 recently bought a product from the Foreo website. It was smaller than I expected, so I want to return this item and buy the full size instead. However, the shipping package does not include any information on how to make a return (or even an invoice!), their website does not provide information how to do this (only states it can be done within 14 days), and when I call their phone number - which is *during* their business hours - it goes straight to voicemail. I fear that the 14 day return window will be up before anyone responds to me and I'll be stuck with a device simply because their customer support is horrid.

  Business Response

  Date: 02/07/2023

  Dear customer,

   

  Thank you for sharing your honest review! We are really sorry about your experience. Please note we really do grow from both positive and negative feedback. We will be happy to help! Please reach out to us at www.foreo.com/support/contact

  Our agents will get back to you shortly! Furthermore, please note the 14 day return window is looked at from the day you made initial contact with our ************* team, so no worries.

  Thank you for your understanding! We look forward hearing from you and resolving the issue!

  Best wishes,

  FOREO CC

• Initial Complaint

  Date:01/03/2023

  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 purchased and received a foreo facial product a number of weeks ago. As I was in the middle of moving, I packed it away with the idea of opening and trying the product once I moved into my new residence. However,once settled in, I still delayed opening the package as I needed to purchase serum that is used with this product. Upon receiving the serum, I plugged in foreo using the accompanying charger unit. It didnt work, and still doesnt work so I would like to have it replaced by the company. I would appreciate any assistance that you can provide. Also, as Ive never filed before with the BBB, should I mail the product back to the company (and I dont know address to mail it to) or should I wait until I receive a response from you? Thank you and Happy Holidays. Sincerely, *************************

  Business Response

  Date: 01/06/2023

  Dear customer,

  We are sorry to hear about the mentioned issue. We would be happy to replace your device. Please contact us through: ****************************************************** Our agents will get back to you shortly!

  We wish you a great day and look forward to hearing from you!

  Best wishes,

  FOREO CC

• Initial Complaint

  Date:11/21/2022

  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 placed an order with Foreo on their website on 11/7/2022 for the total amount of $174.45 (Order #: *******). The order was delivered to my residence on 11/8/2022. The item has not been opened and Im trying to initiate the return process through their website. However, the return process on their site is merely a submission form that doesnt provide customers a confirmation with date of when the submission was made. I made the submission on 11/19/2022 and my last day to return is 11/22/2022. With a 14-day return policy window, theyve reduced that time by four days since the company does not work weekends.

  Business Response

  Date: 11/22/2022

  Dear customer,

  Thank you for your honest opinion!

  Kindly note we grow from all sorts of reviews, both positive and negative. Kindly note that according to our records, your return process has been initiated and we look forward to continue the ongoing email correspondence. We will make sure to resolve this issue. When considering the 14-day window, which is in your case 22nd November, it means the initiation of the process needs to be within the 14 days. Since you have contacted us on the 19th, we do consider that the return has been initiated during the 14-day window described in our policy, so regardless of the day your return order reaches our warehouse, your refund will be issued. Unfortunately, shipping can take some time and can often be delayed to which we are completely aware of, which is why we mostly consider the day of the initiation of the process, or in other words, the day you reached out to us.

  Thank you for your understanding and patience! We look forward to resolving the issue soon. Until then, we wish you a lovely day!

  Best wishes

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18441239
  
  I am rejecting this response because:
  

  Foreo should be responsible for return shipping fees in addition to order refund.

  
  Sincerely,
  
  Shun-*************

  Business Response

  Date: 12/11/2022

  Dear customer,

  Thank you for sharing your honest opinion!

  Kindly note that the 14 days period you mentioned is looked at from the moment you receive your order up to the moment you make the initial contact with our customer service. We are glad the issue has been resolved successfully and that your refund has been issued. Please know you can contact us at all times - we are always happy to assist our customers and look at each case individually in order to find a solution. Your opinion really does mean a lot to us as we grow from your feedback.

   

  Best wishes,

   

  FOREO CC

  Customer Answer

  Date: 12/12/2022

   
  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.

  Additionally, the business needs to indicate whether the 14-day return window is calculated by business days or calendar days. Foreo's customer service department does not work weekends, therefore, customer lose four days from the return window if calendar days are used.
  
  Sincerely,
  
  Shun-*************