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Pure Romance

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Pure Romance's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pure Romance has 6 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/14/2024

      Type:Billing Issues
      Status:
      Resolved
      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 February 29th when I placed my order I checked out through PayPal. I looked everywhere for a place to add the promo code to get my free item, but there wasn't a spot for it. Upon placing the order I immediately called customer service and there was no answer. I left a voicemail saying my concerns that I didn't not feel as though the promotional offer had been applied. No one ever called me back. I reached out to my rep and she tried following up to help me. We both received the same reply. They refused to honor their promotion and instead tried to get me to spend an additional $29 at which time.i could use another promo code to get the same item I had already earned for free. They wanted me to pay double for 1 free promotional item. I told them that an unacceptable solution. They replied pretty much blaming me for their issue. It wasn't my fault it took them 5 days from my original complaint to actually reply.
      I am willing to drop the unopened package off again the post office, but if that is what it comes to I want a full refund including the shipping cost because I made every attempt I could to try to cancel and reorder directly over the phone the same day and they didn't answer their phones or reply. In an ideal world I would just like them to honor their promotion and send out the free item. At this point, I have no desire to deal with a company that treats a loyal customer like this.

      Business Response

      Date: 03/21/2024

      Hi **********

      I wanted to follow up with your complaint. Please forgive us that the code: LEAP was not applied to your order. I will have this looking into for you on may end and will follow up with you with an email. If you would like to speak about this over the phone please feel free to reach out to me at *************. 

       

      Customer Answer

      Date: 03/27/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.  They refunded me in full for my purchase.



      Regards,



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

    • Initial Complaint

      Date:03/05/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      JUNE OF 2023 I PLACED AN ORDER AND WAITED FOR MY MERCHANDISE. I CALLED IN JULY '23 AND WAS TOLD THAT I DID NOT HAVE A CONSULTANT SO I CAN'T PLACE AN ORDER. INSTEAD OF GETTING 1 TOTAL PAYMENT MY ACCOUNT HAD 2 PAYMENTS SENT TO IT. (WHY 2 PAYMENTS WHEN I DIDN'T SPLIT THEM WHEN I PAID FOR MY ITEMS)? I NOW CONTINUE GETTING TEXT MESSAGES ASKING ME TO BUY SOMETHING, I STILL HAVE NO CONSULTANT, SO WHY NOW? I ALSO PLACED AN ORDER YEARS AFTER WE HAD A PURE ROMANCE PARTY, I HAD NO CONSULTANT THEN EITHER. I STILL HAVE THE 10 PERCENT OFF CARD I WAS SENT FOR MY NEXT ORDER BUT I FORGOT TO USE IT LAST YEAR. I NEED TO KNOW WHAT IS GOING ON. I NEED YOU TO KNOW MY EMAIL ADDRESS DOES NOT WORK AT ALL. THANK YOU MRS MEE. SORRY I HAVE NO IDEA HOW TO UPLOAD THE LABEL ON THIS BOX FROM THE AERO FUFILLMENT CENTRE IN OHIO FROM THE VERY LAST ORDER I RECEIVED.

      Business Response

      Date: 03/21/2024

      Hi!

      I just wanted to recap our conversation on the phone. Mrs. ***** was under the assumption (told by a *** * **** *******) that she needed a consultant to purchase from. I explained that this is not the case and we had a lovely conversation on how we could best fix her challenge. Mrs. ***** has been taken care of and we should be good to go! Thank you Mrs. ***** for you time today!

       

       

    • Initial Complaint

      Date:12/20/2023

      Type:Delivery Issues
      Status:
      Answered
      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 flirt perfume last summer and I never got the perfume so I contacted customer service they kept saying they will send me a new one when it comes in stock we have been emailing back n forth the last correspondence I got from Lori C******* on November 17th assuring that she will be sending me the perfume then I checked in on December 4th to follow up I have not heard back. I am frustrated. I just want the perfume to be sent to me (what I paid for) I don't understand why its taking this long to full fill. I have been told 3 times that it would be in stock and sent to me but I am still waiting
      I want the perfume to be sent to me and another perfume for my Long wait.

      Business Response

      Date: 01/08/2024

      Hi ****,

      Please forgive me that the perfume has not yet been received. This item has been on backorder for over 8 months now. With that said the latest update that we have received is early February it should be in stock to ship out to you. If you would prefer a refund for the item please feel free to let us know and we would be more than happy to look further into this for you. I do hope to hear from you soon! If you need any further assistance please feel free to let me know.

       

    • Initial Complaint

      Date:11/22/2023

      Type:Billing Issues
      Status:
      Answered
      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 have called customer service several times on one of their host and her false advertisement and policies many of this will be included in the uploads. I have full belief that their representative is creating false advertisement along with fees that are not associated with any of the cost that come to mind. My calls are not returned or emails so far. This representive will have her sales that she calls them claiming items are on sale, however they are not or not without purchasing items first. Shipping cost occurs on each item when your finish a transaction you will be charged upwards of $20 more without tax. How can a bussiness charge this without showing a receipt or any details?

      Business Response

      Date: 01/08/2024

      Hi *****,

      Please forgive me that you have not hear back from the representative Nicolette. I would be more than happy to look further into this for you. Please feel free to email me directly at [email protected] and I would be more than happy to look into what may be honored to you. I do hope to hear from you soon! If you need any further assistance please feel free to let me know.

       

    • Initial Complaint

      Date:11/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 never subscribed to this website. For
      Some reason they found my work email and are sending me disgusting emails. I unsubscribed and it is still happening. I can’t get it off my emails.

      Again I never subscribed personally or any any other capacity for this company, or service.

      My business email is *****************************.

      Business Response

      Date: 01/08/2024

      Hi *****,

      Please forgive me that you have been receiving our emails to your work email. With this said I will have your email removed from our mailing list. Please allow 5-7 business days for this to update within our system. If you need any further assistance please feel free to let me know.

      Jenny

       

    • Initial Complaint

      Date:04/11/2023

      Type:Delivery Issues
      Status:
      Answered
      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 product from one of their Representatives on March 12. AFTER the purchase was informed that she was out of the productS ordered and they will be shipped to me. One month later, very little communication and I have received two items out of Nine. I contacted the Business the rep works for, Pure Romance, they informed me she should receive the products today and get them mailed out asap. Thats the samething I've heard for a month. Will Not let me just Cancel my order. Not even After a month! I will Never use this company again and advise Buyer beware. This business was built by having product with them to sale. Before our party, we were messaged twice and asked to remind everyone the Rep had the inventory on her. Once people started placing orders we were told she did not, and some of it is on back order. I still have not received My Purchases but the Rep is online selling products left and right. When another party goer asked her about shipping, because she hadn't received hers either and WE PAYED SHIPPING, she told her that this Was Not her Fulltime job and that she had been busy. AVOID AT ALL COSTS! Take your girlfriends out for a drink then go to Hussler. They will not Cancel my order, refund my money OR just Ship my order directly to me! They are sending it, they said, to the Rep who hasn't sent me my products and has had a month.

      Business Response

      Date: 04/12/2023

      Good Morning *****

      Thank you for your email. Please forgive me that all the items were not delivered to you at this time. As explained to you yesterday the items were on backorder and that your Consultant would be receiving the remaining items yesterday to be shipped out to you directly. I know that some of the of your items were delivered to you yesterday as well as ****** is trying to get your order to you as soon as she can. For your reference your tracking number for the items received yesterday is **** **** **** **** **** **. Once I have to updated tracking number for your remaining items I will make sure to follow up with you again with your new tracking number. If you need any further assistance in the meantime please feel free to contact me at ********************** OR ************* I will be in touch soon.

       

       

      Business Response

      Date: 04/12/2023

      Good Morning ******

      Thank you for your email. I spoke with ****** (Consultant) yesterday. She stated that she has received her order from us. She stated to me that she will be getting the rest of your order out to you as soon as possible. Once I have your new tracking number I will follow up with you again with that information. Please know that I will ensure that your entire order is delivered to you as soon as possible. There was just was a delay due to some of the products being ordered were on backorder. I will talk with you soon! 

      Customer Answer

      Date: 04/12/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      This is the same response I have gotten every time I have raised concerns. Three other patrons of my party haven't received Any communication from ******. Twice she has told me my order was going to be shipped out, Twice she lied.
      Regards,



      ***** *****

    • Initial Complaint

      Date:03/21/2023

      Type:Billing Issues
      Status:
      Resolved
      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 am a consultant, I previously sold Pure Romance and came back into the business. I came back into the business in July of 2022 using my EIN to keep my business separate from my personal. I called in because I placed an order and it was never processed or no email was sent confirming the order. The agent proceeded to tell me that I owed $4.00 on the order that I placed and that I owed $198.00 from 2019 for the inventory program. I do not owe anything on that I paid all of the payments. The problem is ***** immediately inactivated my present account, and my website (in which I paid for ). There was no real investigation, just interrupted my business for money that I DO NOT owe. I returned to Pure Romance because there is no comparison to the products, but this is ridiculous and unprofessional. How can you just say someone owes money from a prior timespan and then just shut them down like that. I did a blitz this weekend and already have people telling me they can't reach my site as well as 4 large parties booked. What am I suppose to tell my customers?

      Business Response

      Date: 03/23/2023

      Good Morning *********,

      Thank you for your concern. Please forgive us for closing the account as the original account shows that there is a balance due.

      I will reach out to the Accounting Team today to look further into this for you to see if the payments were received and missing for some reason within our system.

      Once I receive the information from them I will make sure to follow up with you directly on this case. 

      Please feel free to provide a screenshot as well on when all these payments were made as we may need to compare notes.

      I do hope to hear from you soon. If you need any further assistance please feel free to reach out to me directly at ************.

       

      *****

       

      Business Response

      Date: 03/30/2023

      Hi **********

      Thank you for your response. As discussed on the phone your account has a balance due in the amount of $186. You stated that this was paid this off back in 2019.As discussed I asked that I receive a screenshot of when the payments were made as our records show that the balance is still due on your end. I provided the resources for you to reach out to the collection agency (###-###-####) as you stated to me once again that the balance was paid. I have not received a response from you. In order for us to release the new account to you the balance due will need to be paid or if the screenshot can be provided I would be more than happy to take to the Accounting Department to get the balance due removed from your account and release your new account to you directly. I am more than willing to help you in any way that I can I just need the proof of the payments. I do hope to hear from you soon! If you need any further assistance please feel free to let me know.

       

       

       

       

      Customer Answer

      Date: 03/30/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 

      I see we are not getting anywhere with this!  As I stated before, I do not have access to the banking accounts and/or emails and I still have not seen any proof on your side.  I have customers lined up and up coming parties.  So I am going to take this one!  Just so I can move on with my business.    



      Regards,



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

    • Initial Complaint

      Date:03/19/2023

      Type:Delivery Issues
      Status:
      Answered
      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 ordered some things from one of the employers or reps and I placed it back in Nov an still have no receivers it!! I spent money an I either want my money back or I wasn’t my merchandise I used money for…

      Business Response

      Date: 03/20/2023

      Hi *********

      Thank you for your email. Please forgive us for not receiving your order. We would be more than happy to assist you with getting your order. You simply just need to call/email into us and we would be more than happy to assist.

      If an refund is what your seeking please feel free to dispute the charges against the Pure Romance Consultant to receive your funds back as they own and operate their own business so we are unable to refund you at this time.

      We can ensure that your order is received by sending out the items once a proof of purchase is provided and charge the Consultant for the order. Please feel free to reach out to us directly so this way we may be more of any assistance to you.

       

      Sincerely,

      *****

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

    • Initial Complaint

      Date:02/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hello, my name is ********* ******a Regional Vice President of Primerica Financial Services I have been running my business for over 9 years my office is located at **** Michigan Rd ************* ** ***** USA I am currently seeking Justice From:The company Pure Romance: My Representative:ERIC C Rep ****** I Join the company around June 20, 2020. I had the honor to work with ******** * ***** who is currently a teacher a perfect candidate for our business. The reason being educating is a key for our family’s Future as well as having the possibility of being able to work with your family which we promote very much! We had the opportunity to work with his wife **** ***** a very nice educated couple they both got life license super fast without a doubt definitely very smart. As we got to know the couple more. Training and developing them we establish a good friendship.They had the opportunity to help friends and family with their policy.Also participated in Class training at the office weekly meeting.I got to know **** ***** a little more. She has a nice personality!One day she invited us to a event we had no clue of this event, this was at a friends salon, All of our agents were invited my brother,his wife a couple friends came as wells.******** we’re welcome to join,products are definitely designed for couple.They had snacks, goodies, and wine. Super Awesome!When I arrive to the event OMG! The companys
      name is Pure Romance a type of business designed for adults pleasure toys. I would have never guess or Imagined going to a event, even a party like this, I must admit, I was curious, I’m a hispanic ,I was married many years to a very traditional man, you might even say old fashion, It did sparked my interest.Not having a clue of what kind of event made it very interesting! My invite Found it very interesting.Had 4 people sign up that evening!WoW!My new business was starting off amazing! I saw a business opportunity! Continue please look Upload

      Business Response

      Date: 02/27/2023

      Good Morning **********

      Thank you for voicing your concern. I see that you came into the business in March of 2021 under ***** *****. It looks like you were running your business as normal and purchased the Inventory Booster in March as well.

      Looks like you made three out of the five payments towards the Inventory Booster and still have a balance due on your account of $158. I would be more than happy to help get that balance due paid if your are able to reach out to me directly today.

      I would be more than happy to capture your payment if you are able to pay today. Once that has been paid than we can open up your account to run your business again. I do hope to hear from you soon! If you need any further assistance with your balance due 

      please feel free to let me know.

       

      Jenny K.

    • Initial Complaint

      Date:01/23/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Because an acquaintance’s daughter sold their products, I purchased a body spray from the Pure Romance Company approximately 18 months ago.

      In the last 6 months I began receiving email advertisements from them. I followed the email link and unsubscribed repeatedly. However, the emails kept arriving. I finally replied to one of the emails and requested that they remove me from their mailing list as I am not interested in their products.

      After that I began receiving 2 emails per day from them. The emails arrive at 4:04am and 4:03pm, an obvious and petty stunt.

      This form of harassment is on par with the sales calls that were so pernicious a No Call ordinance had to be put into place for innocent people to have peace.

      No company should be allowed to harass people who followed the proper channels to be removed from their mailing list.

      Business Response

      Date: 01/24/2023

      Good Morning ****,

       

      Thank you for your email. Please forgive me that you are still receiving emails. I will send this information over now to the Communications Team to have your email address removed from our system.

      Please allow 3-5 business days for this to update in our system. If you need any further assistance please feel free to reach out to our Customer Service Team at anytime.

       

      Jenny K.

      Pure Romance LLC.

      ###-###-####

      Customer Answer

      Date: 01/25/2023

      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. 



      Regards,



      **** ******

    Pure Romance is NOT a BBB Accredited Business.

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