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:06/15/2025

  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.

  I had purchased the brow growth oil multiple times from this company and held off on buying the shampoo because of the price. The commercials look great and show long healthy hair growth from the nutrient rich oils they use. However after just a few uses my hair started falling out by the handfuls. A concerning amount to where now you can visibly see balding on the crown and front part of my head. I have always had thick voluminous hair and thought this would improve shine and help with split ends. It did the opposite! I am now balding from this product and had to stop use immediately. I have an appointment with my dermatologist and will be bringing both the shampoo and conditioner in so they can figure out what ingredient is doing this.

• Initial Complaint

  Date:05/27/2025

  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.

  Need assistance getting a refund or getting my item shipped out. On 5/15/25 I was browsing on Crissanhair website. When I shop online I check out through the shop app because my info is saved, makes checkout process easier. I applied a discount code and when I clicked on add the page refreshed and it said thank you for your order. I did not intend to make the purchase so I immediately reached out to the company through their preferred method, email, and requested a refund. After 2 days of not hearing back I called the number on their website. Went to voicemail and got an automated text message to send an email. I texted back letting them know I already did and requested a refund. I have not heard back from them nor have I received an email with shipping information. Can you please contact them for a refund, thats what I would prefer at this point.

• Initial Complaint

  Date:04/18/2025

  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.

  I have been a customer of ********************** for a while. And never had this issue before. I ordered one hair strengthening oil and now its auto monthly subscription. For the past 2 months I am trying everything I can to cancel this subscription but the system is not allowing me and says there is an error. I also tried to txt the number they provided but no one answers me back to my emails or txt messages. I am trying to let them know to stop charging me ( cancel )on this product (auto pay ) as I dont need this hair oil on monthly bases. The company shoud pay attention to its customer needs and respond back and not ignore this.

• Initial Complaint

  Date:04/03/2025

  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 bought this product and have purchase it before it was a large shampoo the gold label shampoo it was ***** this time when I got the bottle its water !! With little shampoo in it it pours like water has no shampoo consistently! Water just ours out ! I paid 75 for water !! I feel so cheated on this purchase !! I have contacted the company and they do not respond !!

• Initial Complaint

  Date:12/15/2024

  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.

  I placed and order on 11/10, and havent received my order. When I go to the tracking information it says pre-shipment as of 11/15. I have tried every way that the company recommended to contact them but I cannot get anyone to acknowledge my messages or help me out. I dont understand why a company doesnt care enough about their customers that they cant respond to a simple email. Please send my product or refund my payment.

• Initial Complaint

  Date:12/13/2024

  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.

  I have tried contacting this business over an order I was supposed to receive on the 6th that I had placed on November 28th with no response. I have tried phone number and email with nothing, I did have one message on ******** because I made a comment with nothing after and I had responded immediately. I never had issues in the past, but now I am seeing similar complaints. I think refusing a refund until they receive the package back when the customer never received the package to begin with is bad customer service. When the customer does not receive what they paid for they deserve their refund. My tracking number shows nothing except for ready to ship with no further information except expected by the 6th and it is now the 13th. I have to go purchase elsewhere now after spending $116.33 at this company, but do not plan to order again just because of the lack of customer service.

• Initial Complaint

  Date:11/07/2024

  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.

  Hello, the site was having issues and it didn't cancel my subscription. The products shipped which was over $100..I contacted the company multiple times an no response. I have tried to call, text, reach out through social media, and email for almost 2 months !! I attached screenshots of my email. I am so fed up with this company and how they are completely unprofessional. I want my money back and they can have their products. Please contact them and help me !! Thank you

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair 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 charged $69.99 for a purchase I didnt make, shop for, OR authorize. It was billed to me through ****** as a subscription, but I have NO active subscription with the company. I made 2 purchases from this business over 2 years ago. In 2022. I have no idea how a purchase was made this morning, except that they had old payment info on file and because it was through ****** and not a credit card, it wasnt expired. Re-activating a cancelled subscription after 2 years without persmission is fraud!!! I sent an email to the company and also sent a text message (the only ways it says to contact them), then called and left a voicemail with the number they said you could text only on. I have received no response. I tried to log into my old account on their site, but can not get any access. I want the purchase cancelled and refunded IMMEDIATELY. I want my account completely closed with them so they can never make a random unauthorized charge again.

  Customer Answer

  Date: 10/24/2024

  Not only has the company failed to respond to any emails, texts, or phone calls about refunding the purchase that I was charged for, they have not sent any shipping confirmation for the item they have charged me for. It was clearly a fraudulent charge on their part.

  Business Response

  Date: 10/29/2024

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to *************** complaint regarding an unexpected charge to her ****** account. We apologize for any frustration this situation has caused, and I appreciate the chance to resolve it.
  
  Ms. **** reports an unexpected charge of $69.99 associated with her ****** account, citing that she did not authorize or expect a recent subscription charge. Ms. **** initially made purchases from our company in 2022 and assumed all subscriptions were inactive.
  
  Upon receiving notification of this issue, we canceled Ms. ***** subscription to ensure no further charges. Additionally, we processed a full refund of $69.99 to her ****** account to rectify the unexpected charge. Ms. **** should see this refund reflected in her account within a few business days, depending on ******* processing times.

  To address Ms. ***** concerns, we have also taken steps to close her account and remove any saved payment information, ensuring that no further charges or subscriptions will be reactivated.
  

  I apologize for the delay in response and the challenges Ms. **** encountered in reaching us. We are implementing improvements to prevent similar issues in the future, including enhanced clarity on subscription options and more responsive customer service channels.
  
  We are committed to maintaining the trust and satisfaction of our customers and appreciate Ms. ***** feedback. I hope this response and our actions provide a satisfactory resolution to her concerns.
  Thank you for your time and assistance.

  
  Warm regards,
  CRISAN Beauty Customer Support

• Initial Complaint

  Date:09/19/2024

  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.

  I placed an order on the 27th of August which I still have not received. I have tried getting in contact with Crisan beauty in all different ways and have had no response from them. the shipment has been returned to them and they have not given me any solution.

  Business Response

  Date: 10/29/2024

  Dear Better Business Bureau,
  Thank you for the opportunity to address the concerns raised by Ms. ******* ******* ****** regarding her order placed with us on August 27, 2024. I apologize for the inconvenience she has experienced, and I appreciate the chance to resolve this matter.
  
  Ms. ******* placed an order on August 27, 2024, for a total of $257.00, which was subsequently shipped to her via **** According to the tracking information, the package encountered an issue in transit and was marked for return to our facility. As of September 19, 2024, the package is currently on its way back to us.
  
  We understand that Ms. ******* has experienced delays in communication and response from our customer support. I apologize for the lack of prompt responses, which I realize has added to her frustration. To ensure Ms. ******* is informed directly, I will reach out to her via email and phone to explain the status of her package and the steps we are taking to resolve the matter.
  

  Upon receipt of the returned package, we will immediately initiate a full refund of $257.00 to Ms. ******** original payment method. This will conclude the order as she requested.
  Preventing Future Issues: I will ensure our team monitors all international shipments closely to avoid similar occurrences. We have also enhanced our customer service response system to prioritize urgent requests such as delivery issues, ensuring quicker and more transparent communication with customers.
  
  I will send Ms. ******* a detailed update on her refund timeline once we have confirmed receipt of the returned shipment at our facility. I hope this response helps clarify our efforts to resolve her concerns, and I appreciate the BBBs assistance in facilitating this communication.

  
  Thank you for your time and attention to this matter. We are committed to providing Ms. ******* with a satisfactory resolution and to preventing similar issues in the future.
  Warm regards,
  CRISAN Beauty Customer Support

• Initial Complaint

  Date:07/25/2024

  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.

  On the night of July 22 there was an unauthorized purchase made under my old Crisan account. I had not purchased anything from them in 15 months, but someone (unless it was a glitch in their system) started a subscription for me. The next morning I woke up to an email saying that my order was confirmed. But I never placed an order. I immediately logged into my old account. I was able to cancel the subscription Crisan started the night before, but I was unable to cancel this month's shipment. I immediately emailed and texted Crisan. A few hours later I received an email saying the order would be cancelled and I would be refunded. The email also suggested that I forgot making the order. That is not the case. I never even logged into my account on July 22. Again, I never placed an order. This was either someone doing something fraudulent at the company or a glitch in their system. By July 24 my bank was not showing a credit pending. I emailed Crisan again asking why. I did not receive a response. On July 25 it was still not there so I emailed Crisan again asking why. It is unacceptable that they are unresponsive to texts and emails, especially when there is a problem. I have now had to dispute the charge with my credit card company. Crisan should have a phone number where a human can be reached to have an actual conversation with. Additionally, I would like an investigation into how this order was placed without my knowledge nor authorization.

  Business Response

  Date: 07/25/2024

  Dear *****,
  I hope this message finds you well. I sincerely apologize for the inconvenience and frustration this situation has caused you.
  I understand your concerns regarding the unauthorized charge and the pending refund. Attached to this email is a screenshot from our records showing that your refund was processed from our system on July 23rd at 1:08 pm. Typically, refunds can take a few business days to reflect in your account, depending on your bank's processing times.
  To address your concerns:
  
  
  Refund Status:
  I will personally follow up with our payment processor to ensure that your refund is being processed as quickly as possible. If you do not see the refund in your account within the next few days, please let us know immediately.
  Investigation:
  We are conducting a thorough review to determine how this unauthorized charge occurred. We take such matters very seriously and are committed to ensuring the security of our customers' accounts. Sometimes these things happen if a subscription has been pushed out for a future date and forgotten, or if a payment method was updated in your ShopPay account. In your case I am not exactly sure - If you ever have any issues like this in the future, please let us know immediately.
  Next Steps:
  If you do not see the refund in your account by July 30th, please let us know. If necessary, you may still dispute the charge with your credit card company, but we are committed to resolving this matter swiftly on our end.
  
  
  Thank you for bringing this to our attention. We appreciate your patience as we work to resolve this issue. If you have any further questions or concerns, please do not hesitate to reach out.
  Best regards,
  ******
  CRISAN Beauty

  Business Response

  Date: 07/25/2024

  Dear Better Business Bureau,
  I hope this message finds you well. I am writing to address a recent complaint submitted by ******************************* regarding an unauthorized charge and a pending refund for a purchase from CRISAN Beauty.
  First and foremost, I would like to extend our sincere apologies to ***** for any inconvenience and frustration this situation has caused her.
  To provide some context and clarity:
  Refund Processing:
  Attached to this email is a screenshot from our records showing that the refund was processed from our system on July 23rd at 1:08 pm. Typically, refunds can take a few business days to reflect in the customers account, depending on their bank's processing times.
  Investigation:
  We are conducting a thorough review to determine how this unauthorized charge occurred. While we have not identified any fault within our system or staff, we are committed to ensuring the security of our customers' accounts and addressing any potential issues promptly.
  Customer Communication:
  We have communicated to ***** that if the refund does not appear in her account within the expected timeframe, she should inform us immediately. Additionally, we have assured her that we are following up with our payment processor to expedite the process if necessary.
  Next Steps:
  Should the refund not appear in ******* account by July 30th, we have advised her to reach out to us for further assistance. We have also informed her that she retains the option to dispute the charge with her credit card company if the issue is not resolved to her satisfaction.
  We are committed to resolving this matter swiftly and to Stacys satisfaction. We appreciate her bringing this issue to our attention and are taking all necessary steps to prevent similar occurrences in the future.
  Thank you for your attention to this matter. If there are any further questions or actions required, please do not hesitate to reach out.
  Best regards,
  ***********************************
  CRISAN Beauty

  Customer Answer

  Date: 07/26/2024

  I have reviewed the business response and accept this resolution.