Complaints

This profile includes complaints for Mary Kay Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Mary Kay Inc.

  16251 Dallas Pkwy Addison, TX 75001-6801

• 

  MKConnections

  2435 Goodwin Ln New Braunfels, TX 78135

• 

  Mary Kay Inc.

  PO Box 799045 Dallas, TX 75379-9045

• 

  Mary Kay Independent Beauty Consultant

  503 27th St Canyon, TX 79015

• 

  Mary Kay

  6207 Ridgewood Dr Amarillo, TX 79109-6540

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:06/04/2025

  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.

  Customers requested a money returned refund because they are not satisfied with some *********** wants me to refund the money back to customer but they don't want to give me a cash refund. They want me to do exchange and sell the products to other customer. I don't agree with that process. If I give a customer a cash refund, I am requesting a cash refund from MK. I am a new consultant and I have looked through my contract. They is nothing in the contract that says I can not get a cash refund on request.

  Business Response

  Date: 06/17/2025

  Dear Sir
  or Madam:
  
  We
  are in receipt of your email dated June 5, 2025, regarding the complaint submit
  by Mary Kay Independent Beauty Consultant (“Beauty Consultant”) Aquilla White.
  
  According
  to our records, prior to contacting your office, Ms. White reached out to the
  Company regarding a customer who was dissatisfied with certain products purchased
  from her and  requested a refund. In
  turn, Ms. White requested a refund from Mary Kay for the products returned to
  her by her customer.
  
  A
  Customer Service representative explained to Ms. White that under the Mary Kay®
  Satisfaction Guarantee, the Beauty Consultant is responsible for refunding her customer.
  
  Specifically,
  the Mary Kay® Satisfaction Guarantee states:
  
  “Mary Kay Inc. stands behind its products sold by Independent Beauty
  Consultants. If for any reason you are not completely satisfied with any Mary
  Kay® product purchased from an authorized Mary Kay Independent Beauty
  Consultant, it will be replaced without charge, exchanged or the full purchase
  price refunded following its return to your authorized Mary Kay Independent
  Beauty Consultant or, if she is no longer active, to the Company with proof of
  purchase.”
  
  As
  outlined in the Independent Beauty Consultant Agreement Ms. White signed, Beauty
  Consultants agree to  provide each
  consumer with the written Mary Kay® Satisfaction Guarantee and to promptly
  honor it upon request. This Satisfaction Guarantee is also prominently
  displayed on Ms. White’s Mary Kay Personal Website.
  
  The
  Customer Service representative also provided Ms. White with detailed information
  regarding Mary Kay’s Product Replacement Program, which will allows Beauty
  Consultants to submit a product replacement order to the Company within 30
  calendar days of receiving returned products from a customer.
  
  Our
  records further indicate that, after submitting this complaint, Ms. White placed
  two product replacement orders with the Company under the Product Replacement
  Program--on June 11, 2025 and again on June 14, 2025. 
  
  Based
  on the above information, we respectfully request that you close your file on
  this matter.
  Should
  you have any further questions or require additional information, please do not
  hesitate to contact me.
  
  Sincerely,
  
  Naisha
  Covarrubias
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising 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 had an absolutely terrible experience with this Mary Kay consultant. Not only was she unprofessional, but she also blatantly compromised my personal information in a fraudulent manner. I trusted her with my details, and she completely violated that trust. This is not just about bad customer servicethis is unethical and unacceptable behavior.****** ******* MaryKay Consultant for the Columbia and ************************** area Compromised my information I provided her. If you value your privacy and integrity, I strongly advise staying far away. No business should operate this way, and no consultant should be so careless (or intentional) with sensitive information. Im beyond disappointed and will be reporting this issue to the appropriate authorities. I gave her my phone number and she also has my address and name which she provided to individuals that were seeking someone I have never met. This is bad business in these times as a consumer we have to take to social media and other platform to express these type of matter. I was considering becoming a consultant being that I already own my own drop shipping business, but after the conduct displayed I will take to as many platforms as possible to get this information out to show this agent compromised MaryKay business. I have a strong social media following which I can prove on one site is more than 7k followers. My voice will be heard until action is taking. I will continue to repost and share, and tonight at 7pm EST I will be going live.

  Business Response

  Date: 03/28/2025

  We are in receipt of your email dated March 19, 2025, regarding the complaint filed by *** ****** ****** alleging that Mary Kay Independent Beauty Consultant (Beauty Consultant) ****** ******* shared her private information with a third party without her consent.   
  
  Please know that we are very concerned any time allegations are made that a member of the independent sales force has engaged in any activities in violation of the terms of the Mary Kay Independent Beauty Consultant Agreement.  Upon receiving this complaint from your office, we reached out to *** ***** and expressed our sincere apologies that she felt her experience with *** ******* was not a positive one.  We informed her that we would investigate this matter and address it appropriately with *** ********
  
  We also contacted *** ******** who has denied the allegations. She stated that while visiting a relative who lives near *** ****** a law enforcement agent approached her seeking information.  According to *********** she did not share *** ****** contact information with the law enforcement agent nor was she asked to do so. *** ******* also confirmed that she will not initiate any further communication with *** *****.
  
  Should you have any further questions or concerns, please do not hesitate to contact me.
  
  Best regards,
  
  
  ****** Covarrubias    
  

• Initial Complaint

  Date:07/29/2024

  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 was a marykay consultant and purchased my starter kit from marykay and when my starter kit arrived I hadn't opened the box . I decided not to be a consultant and sent my starter kit to the address given to receive my refund . I hadn't received my refund and I've been calling continuously and sending all information they needed to get the refund and they keep saying they received my starter kit , then they say they didn't get it , and then they said I'm approved for my refund and then I'm not getting my refund yet . I've been trying to get my money back for 2- 3 months . I keep getting the run around and they keep wanting me to keep sending them more information to buy more time. I'm extremely agitated and there's been no help to give me my refund . The started kit total was ******* plus and i understand that I don't get all of my money back which is sad but I do want the refund I've been waiting all this time for

  Business Response

  Date: 08/12/2024

  We are in receipt of your email dated July 29, 2024, regarding the referenced complaint wherein ****************** alleges that Mary Kay failed to repurchase her products in accordance with the terms of her Independent Beauty Consultant Agreement (Agreement) with the Company. 
  
  According to our records, ****************** submitted her Agreement to the Company on or around September 10, 2023. She also placed one product order on October 13, 2023, in the amount of $821.70.  According to the terms of the Agreement ****************** signed, the Company agreed to repurchase at ninety percent (90%) of her original net cost, original and unused Section 1 products, provided such items were purchased by her from Company within one (1)year prior to return.  The Agreement also states that returns must be accompanied by a signed Request for Repurchase form.
  
  Our records further indicate that, unfortunately, due to an internal error, Ms.Johnsons shipment of products returned to the Company was misplaced, resulting in our inability to determine the specific Section 1 products returned, and we do not have a signed Request for Repurchase form from her. We regret that this occurred and any confusion it may have caused. 
  
  Prior to receiving this complaint from your office, our ********************* made several requests to ****************** for a copy of her signed Request for Repurchase form,which is required to process her refund, but she never provided this information. 
  
  After receiving this complaint from your office, we have again made multiple attempts to contact ****************** to resolve this issue. We have left detailed voicemail messages and sent multiple emails requesting for her to contact the Company and/or provide the necessary documentation, specifically the signed Request for Repurchase Form.  Despite our efforts, we have not received the requested information from ******************.
  
  As a gesture of goodwill, we are willing to process a return based on all Section 1 products ****************** ordered, given that we are unable to determine the specific items she returned to the Company. Therefore, when ****************** returns the signed Request for Repurchase form we previously sent to her, the Company will reimburse her per our stated policy.
  
  As an honorable Company that has been serving women for over 60 years, we sincerely apologize for any inconvenience ****************** has experienced. We are committed to improving our processes to prevent such issues in the future.  Should you have any further questions or concerns, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/09/2024

  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.

  I place an order online on April 26 for a pressed powder and matte foundation. I reveived an email right away with the order confirmation number ******, stating I would get another email with tracking once it ships out. I waited for about a month, no tracking, no product received. I contacted the business regarding the status/tracking. I waited a few more weeks with no response, so I contacted asking again for the status/tracking. Still nothing. I have reached out again today as it is going on for so long just to get an answer which is very unacceptable as I, myself work in customer care and to not contact a customer back for this long is bad service. Please let me know where my order is and any type of credit for the poor service received.

  Customer Answer

  Date: 06/11/2024

  Hello,

  Mary Kay has called me directly and the matter has been resolved. You can close this complaint.

   

  Thank you!

• Initial Complaint

  Date:05/13/2024

  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 bought a product with the assurance that it could be replaced exchanged or refunded the full price. I tried the product which I hated due to the texture of the product so I contacted the representative that I bought it from who told me that she had no way to refund the item that she could give me other products to equal $50 + tax as I told her I didn't want other products I simply wanted my full refund as stated in their catalog

  Business Response

  Date: 05/29/2024

  We acknowledge receipt of your email dated May 15, 2024, regarding the complaint filed by Ms. **************************** She alleges that she purchased Mary Kayproducts from an Independent Beauty Consultant (Beauty Consultant) and that the Beauty Consultant failed to provide a refund for products purchased by **************.

  Generally, if we receive a complaint from an Independent Beauty Consultants customer alleging that the Beauty Consultant has failed to comply with our 100%Satisfaction Guarantee, we reach out to the Beauty Consultant involved and advise her to promptly resolve the issue with her customer.  If the facts support it, we will also notify the Beauty Consultant that the Company views her failure to honor the Satisfaction Guarantee as a violation of the terms of her Independent Beauty Consultant Agreement with the Company which require her to maintain the highest standards of integrity, honesty and responsibility in dealings with the Company, consumers and other Beauty Consultants.   

  Upon receiving this complaint, we reached out to ************** and, as a goodwill gesture, offered her a full refund, which she accepted. A refund check for $52.65 has been sent to **************.

  As a reputable company that has been serving women for over 60 years, we strive to ensure that everyone who interacts with Mary Kay has a positive experience. Therefore, we will address our concerns with the Beauty Consultant regarding her adherence to the terms and conditions of her Agreement with the Company.
  Should you have any further questions or concerns, please feel free to contact me.

  
  Best regards,
  
  ***********************************

• Initial Complaint

  Date:04/15/2024

  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.

  My Sales Director has deceived me and manipulated me from the start by pushing me into not only buying Mary Kay products but becoming a new consultant. I signed up last month and it was more money than she said it would cost upfront was $15 not $10 because of the fact that the 3rd party company called ProPay charges $5 to start a new Merchant account. *** tried calling her multiple times also to get help with technical issues with my MK website so customers can place an order and she hasnt walked me through the process of fixing this issue and told me tonight that again to contact ProPay which that company this past week already told me the issue was fixed but its still not connected their account to my MK website so thats why now I feel scammed.I also went on my MK website to place a small order for myself and had to use ProPay to invoice myself and pay to see if that would work so I could receive a few products and my director was rude and texted me as usual and blamed me for what happened and said Id have to call ProPay in the morning for a refund.So, Ive lost $51 at this point and want to quit and also the other ladies in my unit are bragging about their success and making money and Ive lost money and my friends on ******** may have tried to order but cant because shipping isnt an option and I have no inventory and was told I have to spend $225 for my first wholesale order. My main income is Social Security Disability so again this is fraudulent and Im going to call my bank in the morning and get the money back and I hope my complaint gets seen as a warning to others and I hope this company gets shut down by the government. I have friends that work in cybersecurity for the government so Im going to report Mary Kay to them as well. Lastly, I was calling corporate and was on hold too long and dont have time to wait all day.

  Business Response

  Date: 04/29/2024

  We are in receipt of your email dated April 15, 2024 regarding ************************ complaint.   ******************** alleges that the Mary Kay Independent Sales Director who introduced her to the opportunity, made certain misrepresentations.  In addition, she alleges that the Sales Director pressured her to sign up as an Independent Beauty Consultant and to order products.
  
  We had a lengthy conversation with the Sales Director and, as is often the case,she has a very different picture of the events that transpired between her and ********************. She alleges that she provided truthful and accurate information regarding the Mary Kay business opportunity to ******************** and that she willingly chose to become a Beauty Consultant and also stated that ******************** never placed a product order with the Company to her knowledge.  Our records also confirm that ******************** has not placed any product orders from the Company since starting her Mary Kay business, and the only purchase made by her was the Mary Kay eStart in the amount of $10.
  
  Regarding Ms. ********* request for a $51 refund for the order she placed via her own Mary Kay Personal Website, it is important to note that this charge was processed through ProPay, not Mary Kays system.  ******************* informed us that she had already contacted ****** and requested a refund.  ******************** also informed us that she has recently been in communication with the Sales Director and indicated she was satisfied with the outcome of this issue.
  
  Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/03/2024

  Type:Delivery 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.

  Hello. Several months back I filled out the form for the free samples of eye cream, never got it, I emailed our so called Assistant *************** ( for her last name). And told her that I hadn't gotten my free sample, supposly she re entered my request. I am looking for a great new line of skincare products, my skin is so sensitive That's why I fill out for free samples. Thank you

  Business Response

  Date: 03/18/2024

  We are in receipt of your email dated March 4, 2024 regarding the above referenced complaint. ************** expresses her disappointment with the customer service she received from a ********************** Independent Beauty Consultant (Beauty Consultant). We thank you for alerting us to this situation because we consider any report of an unsatisfied customer to be an important matter.  
  
  Despite our repeated attempts, we have been unable to reach ************** by phone to discuss this matter. While she did respond to our email, we requested additional information multiple times without success. Should ************** contact us at any time in the future,we are hopeful that she can provide additional information that *** help resolve this matter.  
  
  As an honorable Company that has been serving women for over 60 years, we certainly never want anyone who comes into contact with Mary Kay to walk away with anything but good feelings about the Company.  Should ************** need our assistance with finding a Beauty Consultant in her area, we welcome her to reach out to our *************************** at ************. 
  
  Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 03/19/2024

  I am rejecting this response because:   I have sent request least ,3 times for my free sample of the eye cream, I was responded to 1 time stating they would get on it and I would receive them in 2 to 3 week's, never got anything. So I decided to email ****** (******) I think is her last name, and said I was just wondering when I would get free sample of the eye cream never got a return response. So that's. When I decided too contact you. The whole point isi have had bad skin my whole life and it is very extra sensitive, so when a free sample is offered I take it  before I buy I'd like too try it . Offer was available and no Samples yet. Thank you 

  Business Response

  Date: 03/20/2024

  We are in receipt of your email dated March 18, 2024 regarding the above referenced rebuttal filed by **************. 
  
  ************* alleges that she sent numerous emails to an Independent Beauty Consultant by the name of ************************* to request free samples, and as of the date of the complaint, she had not received the free samples as promised by ****************.  As you may know, the cornerstone of the Mary Kay opportunity is the independent contractor relationship that exists between each member of the independent sales force and Mary Kay Inc.  As such, an Independent Beauty Consultants relationship with Mary Kay Inc. has always been that of an independent contractor, not an agent or employee of the Company.  Therefore, we cannot and do not direct or control the activities of Independent Beauty Consultants.  However, we will reach out to ********************* and remind her of the importance of Golden Rule customer service and maintaining goodwill with her customers and potential customers. 
  
  We sincerely apologize for the inconvenience that ************** may have experienced because of the alleged actions of ****************. Therefore, as noted in our previous response, we tried repeatedly to contact ************** to express our sincere apologies for her experience and any inconvenience this may have caused.  We tried to contact ************** by phone on March 5th, March 7th and again on March 8th.  To date, ************** has not returned our calls. Should ************** need our assistance with finding a Beauty Consultant in her area, we welcome her to reach out to our *************************** at ************.  Also, another option is to visit our website at www.marykay.com, and click on Find a Beauty Consultant , enter your zip code to connect with a Mary Kay Beauty Consultant in her area.    
  
  For all the above reasons, we respectfully request that you close your file on this matter.  Should you have any questions,please dont hesitate to let me know.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:11/28/2023

  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.

  A consultant for this company made a fraudulent charge of $628.75 on my credit card. I contacted the company to have this order canceled and to get the name of the consultant who had placed the fraudulent order so I can provide it to the proper authorities. They absolutely refused to help me in any way, refusing to cancel the order that was made on my card or provide me any solution. I was flat out told it was not their problem and they were not doing anything about it.

  Business Response

  Date: 12/12/2023

  We are in receipt of your e-mail dated November 29, 2023, regarding the above referenced complaint in which *********************** expresses her concerns relating to an unauthorized credit card transaction. She additionally alleges that when she contacted the Company to attempt to resolve the matter, we refused to assist or to provide any detailed information pertaining to the charge.
  
  We have spoken with ************ and collected the information needed to research the charge in question.  Our investigation of this matter has revealed that an individual made a purchase of Mary Kayproducts using ************** credit card without her knowledge. We reached out to ************ and informed her that the order in question was cancelled.  ************ also informed us that she has already disputed the unauthorized charge in the amount of $628.75 with her credit card company.  We also sincerely regret that ************ feels her experience with the Company regarding this issue was not a positive one and have expressed our heartfelt apologies regarding same. 
  
  It is our understanding that ************ is satisfied with the outcome of this matter and that she will contact us directly should she require additional assistance.  Therefore, we would respectfully request that you close your file on this matter.
  
  Should you have any further questions or concerns, please do not hesitate to contact me.

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

  Customer Answer

  Date: 12/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/25/2023

  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 placed an order on line for my Mary Kay Products August 29, 2023. I paid to have them shipped to me. my Consultant, *************************, *****, ended up with my items. She wanted to come to my house and deliver the items and I said no I want them shipped to me as I stated. She refuse to ship my items to me. I have asked her on numerous occasions about my products. As of this date, October 25th, I have not received my items. I am very disappointed.

  Business Response

  Date: 11/13/2023

  We are in receipt of your email dated November 8, 2023 regarding the complaint filed by ************* Your email appears to be a second notice to Mary Kay; however, we have no record of receiving the first notice. We apologize for any delay and omission of a timelier response.
  
  Upon receipt of this complaint, we spoke with ***************************** who informed us that she did in fact mail Ms. ***** product order. She also stated she notified ************ once she received confirmation that the order had been delivered, but she did not receive a response from her.  We also reached out to ************ and expressed our sincere apologies for the lack of ******************* she feels she received from **************, and as a gesture of goodwill, we offered to send her the products she ordered from **************, which she accepted.  Therefore, we respectfully request that you close your file on this matter.
  
  Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 11/16/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/10/2023

  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 purchased products in good faith. I have gotten older and have not very good about the way I look. I thought I should try something new so I set up a meeting with ***** after finding her on the Mary Kay website. I met her and when she got there she was in wrinkled up clothes had her husband child and her manager with her. Not what I expected from a Mary Kay sales lady. We sat and her manager did most of the talking while ***** sat and played on her phone. I was never offered a catalogue. Finally after they showed me what they wanted me to see I asked if I could look at some kind of printed lnformation. I mostly when with what they showed me. However I got home and looked at the info they gave me and seen that I could have had all different choices that were sold to younger women but I also seen the original products. That is what I wanted but it was not shown to me. I have tried several times to contact the sales rep ***** she said I could exchange what I had. I said that would be fine. Another week went by and I told her I just wanted to go ahead and return all of it. It seemed as if she had her money and had no intention of making the exchange. I have tried several times to contact her but she nor her manager will answer any of my attempts to make it right. So much 100 satisfaction guarantee. I just want to give back the mostly unused product and get my money back. Very unhappy and I am sure Mary Kay would never ignored a customer. I also doubt if she would have showed up looking like she just rolled out of bed with her husband and child with her. I also don't think Mary Kay would have brought her manager because she knew her products very well.

  Customer Answer

  Date: 10/17/2023

  Thank you for your help. I received a full refund

  Business Response

  Date: 10/19/2023

  We are in receipt of your email dated October 10, 2023 regarding the above referenced complaint filed by ********************.
  
  Upon receipt of this complaint, we reached out to ************** regarding this matter.  According to **************, she and ******************** had previously made arrangements to meet but ******************** had to cancel.  She agreed to contact ******************** as soon as possible to resolve this matter. Nonetheless, we reminded her of the importance of Golden Rule customer service and maintaining goodwill with her customers and potential customers.  
  
  We also contacted ******************** and expressed our sincere apologies that she felt her experience with ************** was not a positive one. She confirmed that she returned the products to ************** and has already been reimbursed.As a gesture of goodwill, we offered to send ******************** complimentary products in the retail amount of $50.00, which she accepted.
  
  We respectfully request that you close your file on this matter. Should you have any additional questions or concerns, please do not hesitate to contact me. 
  

  Customer Answer

  Date: 10/20/2023

  I have reviewed the business response and accept this resolution.