ComplaintsforSkinmedix

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two products from Skinmedix. I trusted that what I was purchasing was authentic Revision products for $241.20. I have not opened the product and quite honestly I am afraid to use the unknown product on my face. On 11/3/2024 I received an email from Revision with the subject line "CAN YOU SPOT A FAKE?" Skinmedix is listed specifically as an UNAUTHORIZED company on this list. This tells me that the product I purchased is not authentic or is expired product and I fear even opening the box. I do not feel I should have money stolen from me for shipping and restocking fees for fake or expired product. I will be happy to return it but I don't even trust this company to refund me so before I go to the extra step to return the product I am opening this complaint. Companies that are stealing or conning the public should be reported to the appropriate authorities. This company seems to be nothing more than a scam.

  Business response

  11/05/2024

  Dear *****

  Thank you for reaching out, and we sincerely apologize for the inconvenience you've experienced with your order. We completely understand your concerns and take them seriously.

  We want to assure you that at SkinMedix, we only sell fresh, authentic products. Our inventory is sourced either directly from the manufacturer, authorized distributors, or reputable industry wholesalers. All of the products we sell are guaranteed to be authentic.

  Regarding your return, we are happy to accept returns on any unopened items within 30 days of delivery, provided they are in their original packaging with all manufacturer seals intact. As such, we would be more than happy to process a return and issue a refund for your order.

  To assist with this, we will send a return label to your email so that you can easily send the products back to us. Once we receive the items, we will process your refund promptly.

  Thank you for your understanding, and once again, we apologize for any inconvenience caused. If you have any further questions or need assistance, please dont hesitate to reach out.

  Best regards,
  Skinmedix Support 
  *********************************************************

• Initial Complaint

  08/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a skincare item. Tracking showed it was delivered but was not placed in my mailbox. I live in a large community and this very easily could have inadvertently been placed in the wrong box. Called several times and it was implied I was trying to get a free replacement. This item was $50. I have never been treated like this and believe a reputable company would have accepted my explanation and send a replacement. I have never been treated so rudely and made to feel that I was being untruthful. I asked for a reply stating whether or not I can expect a replacement. After 2 weeks, will not reply to phone messages and emails.

  Business response

  08/30/2024

  Dear *****

  Thank you for bringing your concerns to our attention.

  We sincerely apologize for the frustration youve experienced. We understand how important it is to receive your order and we regret any inconvenience this situation has caused.

  Our records indicate that the package was marked as delivered by the carrier. However, we recognize that sometimes errors can occur with delivery, especially in large communities where packages might be placed in the wrong mailbox.

  While we are limited in the actions we can take once a package is marked as delivered, we strive to provide support to our customers.

  Once again, we apologize for any misunderstanding and inconvenience.

  Best regards
  Skinmedix Support

  Customer response

  08/30/2024

   
  Complaint: 22216970
  
  I am rejecting this response because:
  You say you are limited in handling this complaint?  I checked with other companies and they stated they would send another item as long as the customer did not have previous similar complaints.  Instead of "beating around the ****" I would like a simple yes/no answer if I will receive a a tube of Obaji cream or not.
  Sincerely,
  
  ***************************

  Business response

  09/03/2024

  Dear *****,

  Thank you for your feedback, and I apologize for any frustration my previous response may have caused.
  To address your concern directly: We are committed to resolving this issue to your satisfaction. If you are looking for a replacement tube of Obagi cream, we can certainly arrange that for you.
  Please provide any additional details or confirm if this solution works for you, and we will proceed with sending a replacement right away.
  Thank you for your patience and understanding. We value your feedback and aim to ensure your satisfaction.

  Sincerely

  Customer response

  09/05/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased some face serum for 172 dollars . I applied a tiny bit to my forehead, and it felt like acid on my skin causing blisters. I immediately sent it back explaining my situation. They told me they do not refund an opened product and for me to go see a physician! In all my 63 years I have never encountered this very poor customer support. Please assist. Their address has changed and is now:Skinmedix ***********************************************************

  Business response

  07/04/2024

  We are sorry to hear of the reaction. An allergic or other reaction is not a defect in the product.
  

  As stated specifically in our return policy,we strongly suggest you see a physician or skin care specialist for an analysis of your skin type and sensitivity level before selecting a product. No refund can be given for opened products, even in the event of a reaction. Additionally, we make samples of many popular product available on our web site so you may try a product before committing to a full size product.
  

   

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a bottle of SkinCeuticals C E Ferulic from SkinMedix. It arrived but I have **ncerns about its authenticity as it has different wording from other bottles including the ones shown on the Skin Ceutical website. I emailed the **mpany and asked for a refund and an explanation for a difference in the labels. The only response I received was the following:Hi ****, Thank you for your question! We sell only fresh, authentic products. We source our inventory either directly from the manufacturer, authorized distributor, or reputable industry wholesaler and all items are guaranteed authentic. SkinMedix **nsistently s**res high in customer satisfaction since its founding in 2005, winning the Circle Excellence Award from Bizrate the past 3 years running for outstanding reviews by customers polled after delivery. ********************** is currently a Trusted and Top Store by ****** Shopping, awarded only to stores with the highest customer satisfaction and a **mbination of fast shipping and on-time deliveries, among other services. SkinMedix is A+ rated by the BBB. Thousands of trusted, independent reviews of actual customers can be found at Shopper Approved: ****************************************************************** and ******: ************************************************************************************ Best regards, ******* skinmedix Notably, the ** does not have an A+ rating from BBB

  Business response

  05/23/2024

  Item is 100% authentic. As stated on the product page, packaging may vary  - this particular product comes in both a *** version and in international packaging. The product and bottle  inside the external packaging is identical.

   

   

  Customer response

  05/23/2024

   
  Complaint: 21677427
  
  I am rejecting this response because:
  
  

  As shown it the attached, Skin Ceuticals advised that they do not have an international  label and the product should be considered counterfeit. Skin medic guarantees that all items are authentic    The seller has not provided anything to support that this international label is a genuine product. Moreover, skinmedix misrepresents on its web site that it has an A+ rating with the BBB. 

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

  Business response

  09/21/2024

  As we explained through customer service, Skinceuticals does indeed make international versions of this product - you were misinformed. ************* is owned by ******* and operates globally and packaging and labeling requirements differ in different countries.

   

  Customer response

  09/30/2024

   
  Complaint: 21677427
  
  I am rejecting this response because: the company has provided no proof that the product was authentic.  SkinCeuticals advises that it should be treated as counterfeit.  A self serving statement from the company is insufficient. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sold me either an open or counterfeit product.

  Business response

  05/16/2024

  Buyer purchased a "professional" sized product, intended for use in an office setting. professional sized products are a great value as they contain much more product than the retail sizes, however they are not packages the same as they are not intended for retail sale.

  Neocutis professional sized products do not ship in a retail box and are not safety sealed. The come in an airless pump dispenser which protects the product from contamination.

  The buyer was sent a brand new and fresh item. Our internal optical scan verification shows she received the correct item, and it is exactly as puictured on the product detail page from which she ordered.
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered Obaji products. The cost right off the start was a SCAM!! They get you to sign up with email to receive a 58% discount on order. Once you place your order there is absolutely no 58% discount. When you confront customer service, they respond with very great areas. The products received, both of them are water down and not authentic. I know because Ive been using this product for many many months. It is a scam! The products have also broken my face out. First time this is ever happened. **************** is a joke! They are just collecting peoples money and selling these products as if they are authentic they need to shut this business down.

  Business response

  05/16/2024

  We discount the products she purchases fro 15-40& as an every day low price. Buyer used a promo code for an additional 10% off our already marked down prices. All items are fresh and authentic.
  We have no record of an order to the name ******************* on Louisville Kentucky. If the buyer ordered under a different name, they are welcome to return the products for a refund.

  Customer response

  05/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  my name has been fixed. 
  Their advertisement regarding prices are MISLEADING 

  and most importantly - Their products are NOT authentic. Ive used Obaji products for a very long time, therefore I know the difference between real

  and fake. Theirs is FAKE 100% 

   

  and I will continue making the public aware. They need to refund my money. 

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

  Business response

  05/21/2024

  We do not sell fake products, doing so would not only open us to civil liability, but to do so is also a crime.

  We sell only authentic products as we have for 20 years. Products are sourced from authorized accounts and reputable distributors and are all pedigreed. *****'s accusations are false, and if continued in public forums, will be actionable.

  We've offered the buyer a refund to return the products, but the buyer has refused to return the products.  *****'s continued demand for a refund without returning the product, while threatening to spread damaging and false information unless refunded is highly suspect.
  

  I'm sorry buyer doesn't accept a return for refund as a solution, but we can offer no more than we already have.
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ive been purchasing two of the products I bought from this website for over 10 years. This was the first time I ever use this website and I am deeply dissatisfied. *******, the customer service rep was the upmost, disrespectful, nasty and terrible customer service I ever encountered. Upon opening the products I noticed that they had a horrible smell that I am not willing to put on my face as I stated earlier I know what these products smell like and I know that this is not correct. I emailed the business the day that I received the products immediately and after describing my concern the customer service rep emailed me saying it could be returned but if its not unopened showing that she has no regard to my previous email, which stated that it was opened hence why I am trying to return it due to the horrid smell and known color showing the product went bad. All I wanted was just to return the items I emailed the company day of. Please let me know if you can help me and if not, I will be taking my steps further.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with Skinmedix on January 25th with order number ******* for 2 items: SkinMedica TNS Advanced+ Serum and SkinMedica TNS Eye Repair. I just opened the package last week because I was traveling, and to my surprise, the advanced serum was not in the box. So, I contacted them and asked if it was shipped separately, but they said no. So then I asked for a refund. Their response was that they would send me a replacement, but I refused since I had already ordered from a different website. I reiterated my request for a refund, but they kept insisting on a replacement. This upset me because I no longer needed their product, as I had already ordered from another company.When I explained to them that I wanted a refund to my new PayPal account because the original account had been limited by PayPal, they insisted that they couldn't do that because PayPal doesn't allow it and it is considered fraud. So, I contacted PayPal, and their response was totally opposite to what Skinmedix was telling me. According to PayPal, it is definitely allowed since my business account has been limited, so I can just use my personal account.

  Business response

  03/18/2024

  We have now sent buyer 2 products, both verified as in the packaging when shipped and verified delivered by the carrier.

  If buyer is unwilling to accept the replacement that was shipped, we will refund upon the return of the merchandise.
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received an opened product-no protective seal and it has different smell, consistency from product bought from Sephora (last uploaded pic below). I am submitting this complaint so buyers are aware that there's no guarantee what kind of product they will be getting.

  Business response

  03/18/2024

  All items are guaranteed authentic, fresh and in the manufacturer packaging. Seals, when placed by the manufacturer, are always in place and the items are not altered in any fashion.

  We are happy to issue a refund on the return of the merchandise. We are also committed to making things right, should a product be received in unexpected condition,  through normal customer service channels. This includes replacing or accepting a return. Buyers simply need to reach out to us through **********************************

  Not all products are sealed by manufacturers. This would be the only instance where a product might be received without a seal.

   

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. Date of the transaction- 21.06.2023 2. The amount of money paid to the business- ****** 3.What the business committed to provide you- Skincare products 4. What the nature of the dispute is : Before receiving my order, I read online that this website sells fake goods and I tried to call them in order to cancel my order. The didnt answer and I contacted my bank to report this problem. The bank refunded the money to me and opened a case with them. After this happened, I received the products. Because I got refunded from my bank and I had received the product, the case was closed and the bank deducted the money again from me so they could send it back to Skinmedix. I decided to return the products since I had the right to do so and because of reading online that this website wasnt trustful. I purchases a return label and returned the product back to them. After trying numerous times to contact them to ask if they received the product they didnt answer. I contacted the delivery provider and they confirmed that the goods were delivered successfully. Later on skinmedix confirmed this as well. I have proof of delivery. After this was settled, I was waiting for my refund, but they wouldnt refund me. I got an email from them saying even though I sent the products back to them they could not refund me because of the case I opened with the bank. I tried to explain that the case was already closed and the bank had refunded them again the money so everything was settled. They never replied again even though I sent numerous emails to them asking for my refund I am ***********.5. Whether or not the business has tried to resolve the problem- They have ignored my emails and hasnt tried to resolve the problem 6. Order number: ******* (June 21, 2023)

  Business response

  02/14/2024

  Buyer placed order June 21st, 2023. Items were shipped within 24 hours of order being placed.

  Once the items were in transit, the buyer requested we cancel the order, which is not possible. ***** then filed a chargeback with her credit card company, claiming fraud, despite the fact she clearly ordered the items.

  The customer's bank immediately rescinded the payment. We provided her bank with the shipping information, yet customer's bank has not returned or released the funds. The buyer subsequently received the items and sent them back, however due to the dispute there is no way to refund the customer. We have not been paid. Attached please see screenshots of an attempt to refund the transaction. Transactions that have been disputed with funds that are not settled cannot be refunded. Again, we were not paid because she filed a chargeback.
  

  Skinmedix filled this customers order immediately with fresh, genuine products that were exactly as described. We have not been paid for the items and in fact have lost the shipping charges we paid to send the items to the buyer exactly as she requested. There is nothing further we can do to settle this as customer has already charged the funds back.

   

  Customer response

  02/15/2024

   
  Complaint: 21270413
  
  I am rejecting this response because:
  It is being claimed that the bank rescinded the payment, but in cases of disputes the bank doesnt actually rescind any payment from the business( Skinmedix), in fact they give travel credit from their side to the customer( me). I called the bank today to double check on this matter and they confirmed that thats not how those cases operate. They never rescind any payments from the businesses. I have attached letters from ************* related to this dispute as well. In the first letter they clearly state:  We dont want you to be out of pocket so weve temporarily refunded you with GBP ****** while the investigation is finished - this usually takes up to eight weeks, but can take longer. Meaning that, they( the bank) refunds the credit, they dont actually rescind it from the business. In the second letter they state:  A payment was made into your account or travel wallet in relation to the dispute raised on your account, however this payment was made incorrectly. Well now arrange for this payment to be taken from your account or travel wallet. Please note by the time you read this, the payment may have already debited. This dispute was between me and my bank and no payment was rescinded from the business. You can also contact the ************* and confirm every information I have uploaded.

   

  I have email communications with Skinmedix where I ask them about returns process and everything and they never mentioned that they didnt get paid or the payment was rescinded from their bank. They assisted me through the returns process and only when they received the product from me they said :  We are sorry but we are unable to process a refund because of the chargeback dispute. *********** and misleading, as it looks that they only assisted me to get the products back and not refund me at all.

  I have attached communication proof I have with Skinmedix where they confirm they dont refund me because of the filed chargeback disputes from me, not because the bank rescinded any payment from them.

   

  I hereby that every proof I have attached is not fabricated and I can stand by it even if this case goes to court.

  
   

  Yours sincerely,
  *********************

  Business response

  02/15/2024

  Customer is incorrect on her assumption of how chargebacks work. The bank immediately rescinds the payment when a chargeback is filed.In every single case. It is taken by the processor and additional substantial fee is charged by the processor for every chargeback filed. We then must fight to have the funds returned. The funds for this transaction were never returned.
  

  We can do nothing else for this customer, we were not paid for the order so we have no ability to refund it
  

   

  Customer response

  02/19/2024

   
  Complaint: 21270413
  
  I am rejecting this response because:

  The business response is unprofessional. I have made no assumptions. Everything that I have stated is backed up by proof with documentation from the bank. If Skinmedix claims that my bank, ************* rescinded their payment, they should at least back up their claim with proof of Barclays deducting the amount from their account, like I did with my bank statements. The only proof they have uploaded is that they cant refund me via their method, but its there in black and white that they can refund me via other ways. Skinmedix response is avoiding every legal rights that their customers have. I will accept their response if they upload a bank statement where ************* has rescinded my payment. 
  
  Sincerely,
  
  *********************

*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. ↩