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:01/19/2023

  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 was traveling on Oct. 21 2022 and on my way to find my gate I was approached by a young female sales rep at On The Glow asking to put some serum to take away my bags under my eyes ect. I had some time so I sat down with her. After seeing the results I bought Celestolite Cosmic Enhancing Cosmique IV filler and a Introstem Stem Cell Eye Serum. The product the sales lady used on me must be different than the one I ended up. I use it exactly hoe they directed and amounts. I see no, NONE difference!Not only that, the Sales lady told me it would last 2 years. So I use it once a week and the size of a stick pin head worth and I ran out January 19th!!!!!! Very disappointing as I do not have this kind of money to spend $438.52 on this type of thing, but I chose to do so and treat myself since the product had worked so good the sales lady demoed on me. I have tried to call and I get a Voice Mail that does not state whom I am calling, so I have left my name and number and hhave not heard back. I feel I have been scammed. I would like my money back!!!!!!!!!!!

  Business Response

  Date: 01/19/2023

  Hello ***,

  Thank you for contacting us!  We are sorry you are having trouble with your product.  We tried calling you back earlier to resolve your matter and we will try again tomorrow.

  Regards,

  ****

  Customer Service

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

  Customer Answer

  Date: 01/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat  satisfactory to me. They are sending me the filler to replace the one that did not work and ran out 1 and a half years early. I accept that, however I have to sigh this document that states I have no recourse after I receive  replacement product. My concern is if I get the replacement I am unable to call and try to figure out why its not working or it truly is a product that does not work and this is the way they handle this type of thing so no one can pursue. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/14/2022

  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.

  Upon arriving for departure at ********* airport, I was approached by an extremely pushy salesgirl handing out samples. After asking me to step inside with her because she was out of a certain sample she knew I would love, another young woman proceeded to demonstrate a sample on their Skincare. I was very impressed with the immediate results. I made the purchase of $400 to my AMEX. I boarded my plane. However, after unpacking the next day, Monday, December 12, 2022. I discovered that the box containing the serum had been opened previously. The bottle of the serum was half empty. Then, I tried both products exactly as the sales person had done at the kiosk store. It became obvious very quickly that the products were either not the same strength or completely different. There was absolutely NO results with these products. These products were total scams. So, in closing, not only was I given used/half empty bottles, the skincare I was given was clearly not what they demonstrated. TOTAL RIP-OFF!

  Business Response

  Date: 12/14/2022

  Thank you for contacting us.  We are happy to help you resolve this matter and will be contacting you shortly.

  Customer Answer

  Date: 12/22/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair 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.

  When I landed at LAS a sales women approached me and put a eye tightening ointment and I liked the results as it cool and tightened immediately so I bought the cream and the Genesis **** which they claim is a ***** **** and I got it all for $2,600. When I got to my hotel and put the products on I realized the serum was white yet the one the sales put on was clear. I realized they scammed me so I looked up reviews and found they are selling products that are NOT the ones they use to convince you to buy. I tried to return but the receipt says no refunds just exchange within 7days if unopen and an additional 65% restocking fee. The trick is they know you can't return if open but you only realize once you open the products. I saw other reviews over the last year that mimics my complaints. They are scammers and I don't understand why the BBB allows them to show resolved when in fact they're scamming people out of their money and that's why they indicate that type of return policy on the receipt so the poor customer that was lied to is stuck with the product. I'm going to file a police report when I land at home and contact LAS to see if they can do something so their passengers aren't getting scammed to buy false products as soon as they get off of a plane claiming to be one product but receiving a cheap product that doesn't work. I would have been okay if the products I paid $2,600 for worked but now I'm livid because I'm out of the money and I don't even know what products these really are that I put under my eyes.

  Business Response

  Date: 09/20/2022

  Contact Name and Title: ****, Customer Service
  Contact Phone: ************
  Contact Email: ************************
  We have never gotten any calls or emails from Ms **** regarding this matter. We will be happy to speak with her and find a resolution.
  
  Thank you,
  ****
  
  Customer Service

  Customer Answer

  Date: 09/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I called and left a message with the details at the ************** number provided by the business. However, I feel this is a waste of time and effort based on their return policy on the receipt as noted in the original complaint. They do not seem reputable by any means. At this point I am waiting to hear back from them. I will keep you updated on the response from the business. At this point I want to return the items and have a full refund. If not, this is not resolved. Thank you for your time!

  Business Response

  Date: 09/22/2022

  We have gotten in contact with the customer and reached a resolution.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18114882
  
  I am rejecting this response because: The merchant (****, the manager) claimed the products I received when I left the store were the wrong ones in error. That the ones tried in the demo were not the ones I received when I left the store but they'd make it right. **** said he would ship me the correct ones however, I must sign an agreement to rescind my comments from the BBB, ********* ************ Vegas Fight Fraud Task Force and my CC company once I receive the correct products. I told him I didn't feel comfortable signing the agreement until I confirm the products were real and the ones used on me in the demo at the store and then I would do so. He said he can't ship until signed and assured me it was the products I paid for. Unfortunately, he is now claiming he sent me free products and the issue was resolved which is not the case. They gave me the wrong products when I left, so they claim. He deleted the portion of the email where he agreed that the products being sent were the ones I was actually supposed to receive from the store. I've attached the original email from my sent items that he did not alter. The sales rep (woman who used products in demo to sell me products) insists no refunds will be issued once product leaves the warehouse. Reputable companies that sell high end skin care products stand by their products. This merchant is selling products other than the ones used in the demo to convince consumers to buy. The agreement is a loophole so they can get out of scamming people and not issuing refunds. The only way to resolve this, is for the merchant to take back their fake products and issue a full refund. As I do not believe them anymore and refuse to use any of these fake products on my face when I paid $2,700 (including taxes) for what they claim is medical strength products but provide something else in containers that look like the actual products. Based off other reviews and complaints, they've been scamming consumers at this airport for years with complaints similar to mine. This is not slander as they claim in their agreement attached, that they force you to sign in hopes of receiving the products you actually paid for. This is the result of scamming consumers, using unrealistic return policies, having consumers sign agreements to remove legitiment complaints and altering email correspondence to fit their needs. They need to be stopped or they will continue to take thousands from passengers landing at LAS.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/03/2022

  Hello,
  

  The customer agreed to keep all her products and receive the products that she chose off of our website claiming that she didnt receive them.  She signed the attached legally binding agreement that after receiving these products which she has admittedly done that she will rescind the complaint.  Attached is also the tracking information that shows that the products were delivered.  The customer is now in legal breach of our agreement making false claims and inflicting slander and defamation upon our business and not following the terms of our agreement.  We are happy to continue helping the customer with her products but her position has no grounds for a legitimate complaint. 

• Initial Complaint

  Date:08/13/2022

  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.

  On August 11th, 2022 I was approached by an extremely pushy salesperson. I attempted to say no thank you, she grabbed my arm and led me to a chair. I sat down and she applied an eye cream and after noticing the immediate difference, I said thank you and attempted to tell salesperson I needed to get to my plane. She has her associate ring me up for what she SAID was the eye serum she applied. After having told her 4 times I needed to get to plane and her constant insistence I purchase at low discount rate of $50, I reluctantly purchased item on my credit card. They stuck a box in a bag and I was almost late for my plane. When I get home, contents of box was NOT the item they said they were selling me and the charge was for $220. There is no contact information to return product, receipt states any disputes filed are Slander. This item they put in the bag isn't even on their website. I would like to return and get my money back, as I am so unsatisfied with my experience, with how they conned me, and how they don't honor any disputes.
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Contact Name and Title: Mike, Customer *******
  Contact Phone: ************
  Contact Email: *******@glow-onthego.com
  Hello and thank you for your message. We will be happy to resolve your issue. Our contact information is on the top and bottom of our itemized receipts. Please email a copy of your receipt to *******@glow-onthego.com and we will contact you with next steps regarding your return.
  
  Thank you,
  Mike
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not accept the response until I am refunded, with no expectation of my paying for return, restocking fee, shipping or handling. They want to charge 65% restocking fee. They contacted me directly via email, I sent them the receipt they requested.
  
  
  Business Response /* (4000, 11, 2022/08/19) */
  The customer keeps making false accusations. The product that the customer received is made by the same ********* company that is on the website. The customer can always call the ********* company to confirm that we are an authorized dealer.
  
  We emailed the customer a resolution agreement to give her a full refund. We are not sure why the customer is refusing this resolution, as this is the resolution that she requested.
  
  
  Consumer Response /* (4200, 13, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When my bank receives the refund, I will then rescind my complaint.
  
  
  Consumer Response /* (2000, 15, 2022/08/22) */
  ***********
  10:23 AM (1 minute ago)
  to Better
  
  I have received the refund