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:07/15/2025

  Type:Customer Service 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.

  COMPLAINT AGAINST GLOSSGENIUS INC.ISSUE SUMMARY:My GlossGenius account was unexpectedly closed due to a payment processor verification failure without any specific explanation, causing severe disruption to my Lacque Loft beauty business ******************* IMPACT:This closure has significantly impacted my ability to:- Process client payments - Maintain normal business operations - ************** obligations - Serve customers effectively CUSTOMER SERVICE FAILURES:1. Phone Support Issues: Made 22+ phone call attempts to **************, all resulting in immediate disconnection due to technical issues, indicating systemic problems with their customer service infrastructure.2. Email Support Failures: Sent multiple emails to ********************************** but received only generic responses from representative ***** without specific details about what verification failed or alternative resolution methods.3. Executive Non-Response: Contacted CEO ******** *****-****** at *********************************** and legal department ****** ********** at ********************************* with no response despite urgent business impact.VERIFICATION PROCESS ISSUE:The Inscribe verification process (*******************************************************************************************************) was pending when my account was closed, preventing me from completing the required verification.DESIRED RESOLUTION:1. Immediate account reinstatement 2. Specific explanation of what verification failed 3. Functional customer service access 4. Restoration of payment processing capabilities 5. Clear process to prevent future disruptions This situation has caused significant financial and operational harm to my business.

  Customer Answer

  Date: 07/16/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/25/2025

  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.

  They have taken all of my clients info, my schedule and my money from clients that have already have services done. They asked me to submit verification of identity for payout randomly after Ive done this and Ive been checking clients out with their system. A month goes by and they ask me to submit variation of identity, then I get an email days later saying I cant have the funds in my account and that they will be refunding it back to my clients and I need to reach out to my clients directly to be repaid ? Yet, they have taken away access to my account so I cant even know what clients thats have already have the services completed, that Id be reaching out to. They refuse to export my schedule for upcoming appointments to me and will not give me access to my clients contacts nor my schedule. This is a scam and fraudulent business

• Initial Complaint

  Date:06/10/2025

  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.

  This company froze my service account and deducted a monthly service fee of $24 from my bank. In addition, they froze my account balance of $230 without paying or refunding my customer service. Please refund all my funds, thank you.

• Initial Complaint

  Date:04/11/2025

  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 signed up with gloss genius approximately one month ago. My first sale was small. However, it was deposited next business day with no issues. A few weeks in i started using the application for all my payment processing. After a successful weekend at my spa I was waiting for my deposit on Monday evening. Then I received an email asking me to verify my identity. I did exactly what they asked and waited the 48 hours for a response. They keep giving me the runaround and sending me the same automated response in the app and via text message. My employee was also sent a verification email asking her for information she cant send because she is not the business owner just an employee. After reading several reviews I believe in being scammed at this point. They are holding over $4500 over my hard earned money even after sending them the requested documents.

• Initial Complaint

  Date:03/21/2025

  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.

  My experience with Gloss has been nothing short of a nightmare. My account was compromised, resulting in my clients being charged a collective $1,427.37 without authorization. Despite my repeated attempts to contact supportthrough emails, texts, and over two hours on holdI received no response. When my business partner reached out on my behalf, Gloss refused to communicate through her, further delaying any resolution.After my clients were refunded, I was left with a negative balance on my account. Instead of addressing the situation with professionalism or accountability, Gloss Genius seemed primarily concerned with pressuring me to add a bank account back onto my profile so they could charge me for the fraudulent transactions. Their response made it clear: I was essentially on my own in dealing with the financial fallout.This level of negligence and disregard for their users is completely unacceptable. As a business owner, I cannot trust a platform that fails to protect its users from fraud and then refuses to provide adequate support. This started on Wednesday march 12th, they did finally respond to an email on the 13th asking me to confirm my information and I thought we were finally getting somewhere. However all they responded was that my clients had now been signed up for marketing campaign messages. I was finally contacted about the issue at hand Friday march 14th and this is when they tried to get me to put a bank account on file to charge me the outstanding balance. I was then told I would be promptly called back by a supervisor. I still have not been contacted as of Friday march 28th. They seem to have no intention of solving the issue.

• Initial Complaint

  Date:11/08/2024

  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.

  I had a hack into my booking software, Gloss Genius. The hacker was able to bypass the 2step verification, get access internally and charge different clients for multiple services and do instant pay out on the charges. They changed my email, phone number, and password as well as deleted my bank information and entered a different debit card. I had $2393 in transactions charged on individual clients cards within minutes. Gloss Genius website states Advanced algorithms monitor for suspicious behavior, stopping malicious activities before they can cause harm. Someone was able to change my email, phone number, password and bank info and charge multiple services on different cards. Their advanced algorithms didnt catch that. Not only did Gloss Genius not cancel the transactions on their end, through merchant services, I had to manually refund each charge, and recieve an email 48 hours later stating Please note that GlossGenius is unable to cover the negative balance on your account resulting from these refunds. Instead of withdrawing the negative balance from my bank account, they left a negative balance in my pay out. This way I cannot dispute their withdrawal from my bank account and credit card transactions will be reflected to the compensation of the refunds. I have to file a police report, file an insurance claim and do all the dirty work on my own. My claims adjuster had asked for any contact info that I have that may escalate the urgency of the situation. I called them and recieved a TEXT MESSAGE, not email, giving their legal teams email. This is not only beyond stressful but the lack of guidance, the lack of urgency &overall lack of information they have regarding the security of different service providers BUSINESSES AND LIVELIHOODS is distasteful and disrespectful considering Ive been a long time client of this company. *** had thousands of dollars in transactions with this company. This is so unsettling and disturbing.

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding GlossGenius, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/30/2024

  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.

  Gloss Genius charged me $51.75 for a service I did not recieve. I used to get lash extentions from a woman who used this business as her 3rd party payment. I received a broadcast message on ******** that her account had been hacked and I needed to reach out to my bank and ask for it to be counted as fraud. The charge from the hacked account happened on 10/27/2024. I write this as frustrated that there is no support option on the website besides talking to their Chat AI that says it will send an email, you cannot find a number on their website to reach out to anyone.

  Customer Answer

  Date: 10/30/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ****
  
  
  
   
  
  

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair 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.

  My account was closed by ********************** with absolutely no transparency as to why. They are also holding my financial statements, my client list (over 400 clients, all accumulated in a my 1.5 years with Gloss Genius), and my service list ********** account shut down abruptly on August 30th, 2024.When I was shut out of my account, I wasn't given a reason as to why I was shut out. I was asked, by Gloss Genuis, to verify myself, so I sent all the information requested of me to authenticate myself. My ID, a selfie with my ID, and I explained to a Gloss Genius team member that I could not provide my professional license because I didn't need one to braid in the state of *****. I only provide braiding services to my clients and I practice legally. Not to mention, my clients are very happy with my services. I've been braiding for over 25 years.Days after submitting everything, I got an email stating that my account was closed and they could not support me any further. I understand that Gloss Genius can let any member go for any reason, but I would have really liked to know why. Especially since I was authenticated twice before, with no issues. Gloss Genius already knew that I did not need a professional license to braid in *****, because I relayed that information to them before, and they had no issue with it in the ******* my account closure came as a shock to me, but I wanted to know what part of the authentication process failed. I was stonewalled with every question I had.They blocked my calls and ignored my emails.I honestly feel that the amount of money that I processed, over $11k, was too much for Gloss Genius to assume the burden of, just in case there was a credit card dispute in the future, and I was no longer with them. I feel they are scared of a large charge back.But, there wasn't going to be a charge back! The funds came directly from my sister. I will never process that large of a transaction on a credit card with a regular client. Ever!!!!!!!!!!

• Initial Complaint

  Date:09/09/2024

  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 pay monthly and extra for their marketing services and found out that they have been stealing my money for several months and not sending out the marketing messages. Their system allows you to send out marketing messages that you have to pay monthly for and also have to pay extra for if you have over a certain amount of clients, which I do. Some of my clients I have, you can choose to ban them so they cannot book with you, as well as clients can opt out of these messages and yet gloss genius does not filter out those contacts nor the duplicates, so Ive been paying for marketing thats not being actually being done and gloss genius is just pocketing my money. I tried communicating to them this issue and asked for a refund to those contacts that I paid extra for that have never gotten the marketing sent out due to being banned or opted out and they told me no and to be more careful and to manually select my clients I have 700 clients, so thats near impossible, also their program makes it impossible when it doesnt tell you which are banned, have opted out, or duplicated. I explained this as well and they just said their program is faulty and to deal with it. I again asked for a refund for the misused marketing funds as I paid for a service and not receiving it, and theyre refusing and acknowledging that their program is stealing peoples money. I pay $50 a month for this program plus additional $12 for the extra marketing for the past 10 months.

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by GlossGenius, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  **** ****
  

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair 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.

  This is rediculous. When you sign up with the company you turn in all required documents. It is now the weekend and my account is frozen. I have a full book and I am unable to check my clients out. They have left on good will. ***** claims the process servers do random federal confirmation screenings. Which need to be addressed with people without halting the business. On top of that! Once you quickly supply the documents! They say it will be 3-4 days before they will even review the matter. To randomly effect the quality of a successful business is beyond embarrassing! I pray everyone is understanding and I dont receive reviews. Not to mention I have over 600$ that has yet to be paid and rent is due on the 1st.