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Business Profile

Skin Care

Supergoop

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skin Care.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint 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:07/19/2024

    Type:Product 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.
    Sunscreens were not full. Got about 3 uses out of them. Ive bought from the company several times and spray lasts much longer than a couple of sprays. Also the nozzle for the oils constantly get stuck or dont work to the point that I have to take the top off in order to get the product out. *** never had this problem before

    Business Response

    Date: 08/02/2024

    Hi ******,

    I'm very sorry to hear about your recent experience with our Body Mists. If you could please send the order number, I can definitely look into it for you and process either a refund or email you store credit in the same amount. 

     

    Thank you!

     

    Warmly,

    Korbyn

  • Initial Complaint

    Date:06/14/2024

    Type:Delivery 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 placed the order on May 28 (T0WJT4UZA)It would not let me change my shipping address on Paypal. When I returned to the Supergoop site, my order was immediately processed, and they did not allow me to change it on the website (a glitch on their end). I immediately emailed Supergoop and informed them of the problems but was told that it could not be fixed at that time. I was to notify them after the delivery attempt was made and email them afterward. I attempted to add a note to the **** to forward the package to the same address as all of my other mail, but the package was forwarded to ******. I emailed Supergoop on June 7 with no response (tracking **********************) After not receiving an email reply nor being able to successfully connect with an agent after calling the support number on several occasions (June 10 [3 attempts], June 11 [3 attempts], June 13 [2 attempts]) during business hours and an additional follow up email (June 11) again with no response. I would still like my package but at the very least, I would like a refund for the full amount $136.53.

  • Initial Complaint

    Date:06/05/2024

    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.
    Placed an order with Supergoop, 5 days ago now and order never shipped. I contacted yesterday and received a reply stating they refused to cancel because it "shipped". It has not shipped and I already purchased products from another company. I just need the refund from Supergoop and cancellation of order. The order is clearly not shipped and was not close to shipping when I contacted.

    Business Response

    Date: 06/05/2024

    The order is in transit and is scheduled for delivery tomorrow.  We simply asked the customer to wait fo rmore details to populate before we sent a replcaament. 

     

    Fedex tracking number 275433032790

  • Initial Complaint

    Date:07/05/2023

    Type:Product 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.
    My ORDER #*******: Ive tried reaching out multiple times since receiving my order damaged with the the 18oz spf lid not closed with over half of the product missing when I received the package it was bent and the tape was coming off from all the spf being spilled/not being packaged properly squished in the tiny box. I couldve easily bought this item at a local store but decided to order from the actual company since I was buying multiple things. *** requested to resolve this issue by either receiving a full refund or full replacement but have not been able to reach their customer service successfully after multiple attempts I decided to file this complaint. Please see pictures attached:

  • Initial Complaint

    Date:06/27/2023

    Type:Product Issues
    Status:
    Unanswered
    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 a $200+ order on June 11. Their website says orders ship next day but the 12th was a holiday so I expected the 13th. It was shipped the 14th and shipping was never once updated. I waited the 5-7 business days they say shipping will take. When I reached out I had to email TWICE to get a response. No one answers the call line at all. By the time they emailed back I had been waiting ****************************************** transit and asked if they could re send it. I said yes but could they please expedite it since Ive been waiting so long. She completely ignored my request and shipped it ground again. They are currently offering free two day shipping as a promotion but did not apply it to my replacement order. When I reached out again asking for faster shipping they only offered to refund $10. I told them this was not satisfactory for a month wait time for such a large order and she told me I could return my products when they arrived. Worst customer service ever.

Supergoop is NOT a BBB Accredited Business.

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