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:07/06/2025

  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 received THREE C.E. ferulic instead of the 3 phloretin cf. i've read other reviews where many others have also received the completely wrong products. this is beyond disappointing and dermstore has certainly gone downhill. ive been a loyal dermstore / skinstore customer for years (as per my history of previous orders that never had any issues). as per dermstore's directions, i used the dermstore **** generated return label to send back the 3 completely sealed and unopened products (only thing opened were the package box because i had assumed they were all the phloretin cf) and refund me the amount of ******. it's been more than a week now and i've provided the tracking proof and dermstore customer service is ILLITERATE and sends me the SAME copy and paste message. THE PACKAGE IS OUT OF MY HANDS AND THEIR IDIOT return agent has not picked up my package. i will dispute with my bank!!Available for Agent Pickup Available for Pickup at Processing Facility ********, ** ***** June 30, 2025, 6:22 am *********************************************************************************************

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding The Hut Group Limited has been resolved.
  

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

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

• Initial Complaint

  Date:06/24/2025

  Type:Delivery 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 placed for two items with this company and paid expedited shipping cost.Order number with the company for their records when reviewing Order #****************** date as promised at checkout was 6.23.25. Tracking number for the company to look at for their records ***** ************.Order has not been delivered. I have spoken to several representatives via chat and all have said to call back the next day.I am requesting a refund for an order that was to be delivered on 6.23.25, and today's date is now 6.25.25 and my order has not yet arrived. Tracking also references zero tracking information for this package.

• Initial Complaint

  Date:06/23/2025

  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 purchased *** ****** bioglycolic acid face wash on June 6th.The package was supposed to be delivered on June 12th *** says it was delivered to my mailbox however I did not receive it. When I checked my mail and realized it wasn't there I contacted Derm store immediately I believe that was on the 13th of June. I have provided them all the information that they have needed and they are still giving me the runaround will not refund me or reshape my product which I have not received. Everyday I'm in contact and every day they give me some other excuse why they will not refund me and this has been since the 13th of June it is now the 20th of June. I don't believe that they will refund me or reship my package. This is a constant run around of something else that they're stating they need. This should have been taken care of on the day that I didn't receive my product. I get that they have to check with **** but it has been long enough and I want my product or my refund and again they are giving me the runaround. Thank you for listening please contact them so that I can get my refund thank you

• Initial Complaint

  Date:06/01/2025

  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 ordered TNS serum on 2/22/25, paid $250.75 and received the product. It was placed on autoship every 3 months. In April I canceled the autoship and received an email confirming this cancellation. I also went back into my account on the ********************** page to confirm that the autoship was no longer listed and it was not. On May 22nd I was charged $250.80 and received the same product again. I went on to my account and and sure enough I have no autoship products listed and in fact could not find a record of the February purchase. Very strange. I am sure I ordered from this exact website. I would like a refund for the product as well as confirmation that I have no autoship items on order. The box the item came in in May had no paperwork in it but the shipping return address says Starlinks/ Dermstore which brings me to the website I ordered from originally. I unfortunately can't enter an order number as for some reason there is no trail of me ordering but I keep receiving and getting charged for the product.

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I have spoken with a representative of the company regarding ID ********, and find that a resolution we discussed is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/21/2025

  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.

  Dermstroe claims they never recevied my return despite the fact that I used their shipping return label and can easily track on **** and see it was recevied back.they refuse to refund me still this is similar to the other ****************** for this business.order ********* PLEASE REFUND ME or I am filing a complaint with the ftc.

  Customer Answer

  Date: 06/15/2025

  At this time, I have been contacted directly by The Hut Group Limited regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  **** ******

• Initial Complaint

  Date:05/09/2025

  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.

  Dermstore mailed me a product that had been previously opened and used. I needed this product for travel and selected 2-day shipping. I alerted Dermstore immediately that they had sent me a used product (it is shampoo, so that is very unsanitary). I did not hear back from Dermstore. One the 3rd day, I reached out via live agent chat to resolve the issue. The agent refused to send me a replacement product and only offered to credit my account $10. I explained I could not use a cosmetic product that was previously opened and used by a another customer. She did not offer an alternative solution.

  Business Response

  Date: 05/15/2025

  Customer is being sent a replacement for this product today 

  Customer Answer

  Date: 05/19/2025

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

• Initial Complaint

  Date:03/28/2025

  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.

  To Whom it may concern,I am filing this complaint against ************************** for failing to honor a promotional offer that was a key factor in my purchase decision. Below are the details of the issue.Order number:********* Order date:3/8/2025 Total cost:$362.04 The website was promoting their Sisley products sale by offering 20% off and a free gift that is worth $201. This promotion was clearly displayed on their website.Issue: When i added the Sisley skincare item to my cart, the $201 gift was automatically included. However, as i scrolled down in the cart, I was prompted to select two additional free gifts. After selecting these gifts, the $201 gift was removed from my order without explanation.I completed the purchase assuming the $201 gift would be included, as it was part of the original promotion. However, upon reviewing my order confirmation, I noticed the gift was missing.Attempts to resolve: I contacted their customer service team to address the issue. Despite providing evidence of the promotion and explaining the situation multiple times, the representative only offered a $20 store credit and stated this was their final resolution. I requested to escalate the matter to a supervisor, but the representative refused to do so.Supporting evidence attached: screenshots of a similar promotional offer on ************************** ($201 gift with Sisley product purchase).screenshot of adding a Sisley product to the cart with $201 gift automatically added.screenshot of adding 2 more free gift with $201 gift still present in the cart.Desired resolution:I kindly request that ************************** honor the original promotion by either:1. shipping me the $201 gift, or 2. providing a store credit equivalent to the value of the gift $201 If neither of these options is possible, I would like a full refund for my order, as the promotion was a key factor in my decision to purchase.Thank you BBB for providing the platform and your assistance in resolving this matter.

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by The Hut Group Limited regarding complaint ID ********.
  
  Sincerely,
  
  ******* ****
  

  Business Response

  Date: 05/15/2025

  Terms and conditions state that multiple discounts - free gifts will not be applied.  Customer has been given this info and some goodwill credit

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I didnt accept or use the store credit. Neither do I believe the store credit matches the value of the gift. As my decision of purchasing is because of the free gift, this is not acceptable.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:03/21/2025

  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.

  Tell us about your problem:I recently made a purchase from MyProtein and was charged a *****% sales tax on whey protein powder. I live in *******, ********, where dietary supplements like whey protein are not subject to the full general merchandise tax rate of *****%. Instead, they should be taxed at a lower 1% rate, as per Illinois tax regulations for qualifying food and supplements.The overcharge is incorrect and resulted in me paying more than I should have. I contacted MyProtein to address this issue, but they have not resolved it or refunded the excess tax. I believe this is an unfair business practice and would like BBBs assistance in resolving this matter.Account/Order/Tracking Number (optional):Order number *********, ********* Desired resolution:I request a refund of the excess tax charged on my purchase. Additionally, I urge MyProtein to correct its tax policies to ensure customers in ******** are charged the correct sales tax rate on qualifying products in the future.Attachments shows how they calculate tax for new orders, I cant provide tax breakdown for previous orders cause they dont provide such thing, its fishy.

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding The Hut Group Limited has been resolved.
  

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

  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising 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 Sunday, March 9, 2025, I placed an order with Dermstore for multiple products for overnight delivery (at the extra shipping cost of $29.99) to an address in *********, *** The order number is *********. On March 10, 2025, I received an email from Dermstore with a ***** tracking number stating that the package had shipped and was due to be delivered with a delivery estimate of Monday, March 10. The order was not received. Both the ***** tracking site and Dermstore tracking site reflect that the package containing the order was never made available to ***** for pickup. An email was sent to Dermstore requesting a refund because the items had not shipped (and explaining that shipping them late would do no good because I was only at the address for the week, which is why I paid the $29.99 for overnight shipping). Dermstore did not respond to the email.

• Initial Complaint

  Date:02/27/2025

  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.

  Merchant sent product to my previous address. I had updated my delivery address to my new/current address. Merchant refused to reroute or reimburse the product. They refused to help resolve the situation and said they would only refund me if the merchandise was returned to them. I have added screenshots of the address they sent the order to and an image of my updated address on their site.

  Business Response

  Date: 03/14/2025

  Upon checking this account I can see that the refund was successfully processed on 27th February.

  Customer Answer

  Date: 03/14/2025

  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,
  
  ***** *********