ComplaintsforNu Skin Enterprises, Inc.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April I purchased the nuskin renu spa. It clearly states it promotes collagen production, skin tightening, smoothes dimples from cellulite, smooths skin in general. It is not a cheap purchase. I got it on sale for $299. I also purchased 2 bottles of serum at $45 each, and 2 tubes of conductive gel at $45 each. The total for all was $479. Their website which I read thoroughly said it might take 12 weeks to see results. At no point anywhere does it say some people won't get results. At no point does it say it won't help really loose skin. I wasn't expecting a miracle, but I thought I would see something happen. I have kept a photo diary, and I have had no changes. None at all. I reached out to customer service, and I was brushed off to the tech team which never responded. I waited 10 days, and I contacted customer service again. I waited 7 more days, and I contacted customer service again simply writing 3rd attempt. A lady named Christy responded. In my original email to customer service I was polite. I asked for suggestions, or to exchange devices. They have a 2 year warranty. My device has never given me 5 minutes like it is supposed to. My device doesn't make a noise half the time when I try to use it. It makes a hum when it is working. My device doesn't cut off half the time. It is supposed to stop humming when you lose contact with your skin. I followed their directions exactly. I watched their videos on how to get the most effective results. At this point I just want a refund. I tried to be polite, and they didn't want to take the time to help me. I gave it 7 months. I kept buying their products that they said would get me results. Now at the very end, they are saying their device is not designed for skin as loose as mine. Should I not have been told this in the beginning? It does not say that anywhere on their website. It says results may vary, but it doesn't say some people will see no results.

  

  Business response

  10/16/2024

  Dear BBB,
  
  I have reached out to Ms. ***** to better understand the situation and address her concerns. I am saddened to hear she is not satisfied with her results after using our products and that our support staff were unable to assist her. In addition to stating that results will vary (by user) and that the RenuSpa iO does not contribute to weight loss, Nu Skin never states that 100% of study subjects achieve the noted results.  In fact, Nu Skin’s study shows that subjects noted improvements in their skin’s appearance within the following attributes for each area: firmness, smoothness, and contour (61% improvement in skin hydration, 34% improvement in skin tonicity, and 18% improvement in skin overall appearance). 
  
  In cases like this, Nu Skin does have a generous return policy in place that is available for all consumers. After communicating with Ms. ***** via email to address her concerns, I believe the matter to be resolved. Should Ms. ***** have any additional concerns, she is welcome to contact me directly.
  
  Thank you,
  Riley S****
  Compliance Department

  Customer response

  10/17/2024

  
  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

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried both by phone and online chat to cancel subscriptions in May ‘24 for myself and my 2 daughters. They were all on 1 credit card, mine alone, and product was being sent to our 3 different addresses. They continued to send product anyway and charge my card and I again asked it to stop and they claimed my daughter was on a different CC which she most certainly was not. They have consistently denied a refund or fraudulently charging my card.

  

  Business response

  09/17/2024

  Dear BBB,
  
  We have reached out to Ms. Carey to better understand the situation and her concerns. We are saddened to hear that our support staff was unable to assist her. After communicating with Ms. Carey via telephone to address her concerns, I believe the matter to be resolved. Should Ms. Carey have any additional concerns, she is welcome to contact me directly.
  
  Thank you,
  Riley Scott
  Compliance Department

• Initial Complaint

  02/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been unable to get into my Vera account to sync my LumiSpa. After trying to log in several times, I was unable to log into the app to use my Lumi. Because I was unable to login to my account, I created a new account. After setting up a new account, I was unable to sync my Lumi. I received an error message that "This device is already connected to account **********. To resolve this, sign into account USXXXX3784 in Vera and forget this device from the Device Settings page." I have tried to login to the previous account several but I have been unsuccessful. I also tried to do a hard reset and that did not work. I contacted technical support and spoke to a Maria. Maria informed me that my account had been terminated because it had not be used in six months. I had been using my Lumi with app so I'm not sure why my account was terminated for lack of using it. Unfortunately, Maria was unable to help but promised that she would contact someone else in Tech support and would call me back the next day at 7:00 pm. I have not heard from her and I still cannot use my Lumi with the app. I paid too much money for the Lumi to not be able to use it the way it is intended. I have had issue with NuSkin in the past when I was a brand affiliate. They emailed me and said I posted something that was against their policies and procedures and I had two days to respond. During that time I was having problems with my email account and did not get the email until a few weeks later. By that time they had terminated my account. I sent and email to let them know what happened and I never got a response. I was posting the same things that my upline posted but none of their accounts were terminated. Even after that I still remained a faithful customer until I got locked out of my account again. I really believe the company is racially biased because there aren't many Black people in the company or representing the company. I just want to sync my Lumi so that I can use it with the app.

  

  Business response

  03/01/2024

  Dear BBB,
  
  We have reached out to Ms. ******* in regard to her case. We are saddened to hear she experienced technical issues with the product and that our support staff was unable to assist her. After communicating with Ms. ******* in an attempt to address her concerns, I believe the matter to be resolved. Should Ms. ******* have any additional concerns, she is welcome to contact me directly.
  
  Thank you,
  Riley S****
  Compliance Department
  
  

  Customer response

  03/10/2024

  
  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

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Lumispa device from this company. The company company advertises a two-year guarantee. I provided the company, the serial number of the product and the problem that I was experiencing. Upon speaking to one of the reps I was advised they couldn’t help me. I needed to contact the sales rep which I have no access to anymore. I sent them a picture of the product and the serial number, etc. then they disconnected me upon calling back. The second told me to give me the credit card number I used which was highly suspicious and I don’t give out my credit card number plus I don’t remember what credit card I used with the rep 13 months ago. I was disconnected again the third person then told me they couldn’t discuss this matter via chat. That made absolutely no sense as I was just discussing it with two previous representatives. The fact is they advertise a product. with a warranty of two years, I provided them all the product information along with the serial number, etc. etc. with photo evidence and also the problem I was experiencing and they are refusing to honor their guarantee.

  

  Business response

  01/25/2024

  Dear BBB,
  
  We have reached out to Ms. ******* to better understand the situation and her concerns. We are saddened to hear the product was defective and that our support staff were unable to address Ms. *******'s concerns in a timely manner. Notwithstanding the above, after reaching out to Ms. ******* via email, I sent her a product replacement today. I believe the matter to be resolved but should Ms. ******* have any concerns, she may contact me directly.
  
  Thank you,
  Riley S****
  Compliance Department

  Customer response

  01/29/2024

  
  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

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date of the transaction was Jan 20, 2023 for the Ageloc 90 for $1633.53 . I was promised I would loose weight and never did. I had to purchase 9 more additional shakes which was highly unnecessary. I requested to return this and was noat allowed too. I sent pictures and uploaded from my Nuskin website, the request for full refund but every time I submitted the form, there was NO confirmation email or anything . It is so insane and ridiculous. I emailed guarantees and support at nuskin and all they kept doing was sending me in circles. I sent pics before and after and am very upset that every avenue I tried (even with asking for cc to refund , and it was rejected). I just would like my money back please

  

  Business response

  11/09/2023

  Dear BBB,
  I reached out to Ms. ******** to better understand her concerns.  I was saddened to hear she was not satisfied with results after using the products.  We were able to come up with a resolution to Ms. ********’s satisfaction and believe the matter to be closed.  Should Ms. ******** have any additional questions or concerns, she may contact me directly.

  Thank you,

  Ildy C****, Nu Skin Compliance Manager

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/13/23 I submitted a Device Replacement Request as my Lumispa has stopped working for the second time. After two weeks of no reply, I contacted customer service through their chat feature and was told they had a lot of requests and I should continue to wait for a response. They also said I could email ****************** for an update. I emailed support on 7/28/23. On 8/17/23 I received a reply from Chariza E****** stating they would consult with their support team and get back to me. I have sent two follow up emails since then, with no response. I think 8 weeks is a ridiculous amount of time to wait for a reply. This company is impossible to deal with. I really like the product so I would like a replacement!

  

  Business response

  09/08/2023

  Dear BBB,
  I reached out to Ms. ******* regarding her concerns.  I was saddened to hear about the trouble she has had with the LumiSpa device and the delay in the resolution. We have shipped a replacement order.   I believe the matter to be resolved but should Ms. ******* have any concerns, she may contact me directly.

  Thank you,
  Ildy C****
  Compliance Manager
  Nu Skin Enterprises, Inc.
  

  Customer response

  09/12/2023

  
  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.
  
  Sincerely,
  
  ****** *

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered two NuSkin Dermatic Effects ($120) through a representative. After waiting two weeks, I received the package with a note from post office saying it had been damaged in handling. The package was open and had nothing in it. I immediately contacted the representative and she told me that I would need to make a claim with postal service and also promised to resend the products. I told her since SHE had mailed the products that SHE needed to handle the claim because she had the original mailing receipt. I also didn’t feel it was my responsibility to follow through. I knew the package would have the automatic $100 insurance coverage. After hearing nothing from the representative for two more weeks, I contacted her yesterday and was told, since the products were insured, the post office told her they would have to search for them which could take weeks!! I read online that they generally pay out claims within 5-7 business days so I’m not understanding what the issue is. The representative told me she had fulfilled her end of the deal when she mailed me the products so it’s my problem. All I want is the products OR a refund. HORRIBLE customer service! I’m 71 years old and out $120. I feel totally taken advantage of when all I was trying to do was support a young mom (that I KNOW)! I’m very disappointed.

  

  Business response

  08/16/2023

  Dear BBB,
  
  I reached out to Ms. ******** and spoke with her about her concerns.  I was saddened to hear the package mailed to her by the independent brand affiliate was damaged during transport and that she didn’t get the support she needed.  We have shipped a replacement order and have reached out to the brand affiliate in question to educate her.  We now consider the matter to be resolved but should Ms. ******** have any concerns, she may contact me directly.

  Thank you,

  Ildy C****, Americas Compliance Manager, Nu Skin Enterprises, Inc.

  Customer response

  08/17/2023

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

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Lumispa through a representative who lives in Australia ( I just saw his promos on FB) and I live in the US. The first Lumispa I got didn't work well all the time, it would make this weird sound and it would stop working frequently. And to note I always keep my Lumispa stored away from water and do not put the device in the charger when it has been in the water. Their return process took a very long time and they sent me another one (which also took a very long time months ++.) The Lumispa was delivered when I was away for the holidays. I used it for the first time at the end of January. And two weeks later this one stopped working as well- completely, wouldn't charge, wouldn't turn on anything. They thought it might be the charger so they sent another charger (which also took over a month.) I have called them and talked to representatives, and they said they would replace it but I had to call Australia- which makes no sense since the replacement came from the US. The Australian rep said I had to pay for shipping to Australia ( which will cost me $150+). They offer a warranty - and when their devices don't work they make you pay to ship them. It is absolutely not my fault their replacement device did not work. I am not at all happy with this experience and if they don't send me a replacement I will not use or recommend this company to anyone.

  

  Business response

  04/14/2023

  Dear BBB,
  
  We have reached out to Ms. ******* to better understand the situation and her concerns. We are saddened to hear the product was defective and that our support staff were unable to address Ms. *******’s concerns in a timely manner. Notwithstanding the above, after reaching out to Ms. ******* via telephone, I sent her a product replacement today. Ms. ******* has been advised to work directly with Nu Skin United States for all future transactions. Ms. ******* may reach out to me directly if she has any additional concerns regarding this matter.

  Thank you,

  Riley S****
  Compliance Department

   

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a return customer to new skin, I placed a larger order as I started to generate customers. I really believed in the product and was using it for six months before I began to tell my friends and family about it. Any shipping or ordering issues had always been resolved stateside. Apparently going out of country for their call centers, and so forth has become problematic. There was a mistake at my very rural post office, where a shipment was returned. I never received the package and paid through PayPal. Nuskin sent me an email that the package was received in ***** **** as a return. I attempted to call and email to ask for re-ship and I would pay the shipping. I was told the order was canceled. They received it back and that I needed to re-order and they would issue a refund in 7 to 10 business days on March 27. Now 3 wk later this is become a very problematic issue. PayPal as it was paying for has filed a claim. Nuskin has sent me numerous emails saying if I cancel the claim through PayPal they will issue my refund immediately. If I dont it could take an additional 1 to 2 months. Ive been harassed by their call-center in ***** and overall I would just like my $139 refunded to me. I do like their product-However, I am a small business owner, utilizing the skin care line and selling a little bit at a time to my friends and family. I dont appreciate the threats and I dont appreciate them not refunding my money after 14 days they sent me an email asking me to print out a label to return the products. These are products that they already have on March 27, 2023 they sent me the tracking information that they received it back. They sent me an email saying that the product was returned. I never got it because they sent it to the wrong address , highly disappointed my time is money and this is a waste of time

  

  Business response

  04/12/2023

  Dear BBB,
  We reached out **************** regarding her complaint and have informed her a full refund has been issued.   We consider the matter to be resolved but **************** is welcome to reach out to me directly with any additional concerns.

  Thank you,

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

  Compliance Manager, Nu Skin Enterprises, Inc.

• Initial Complaint

  01/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called and have case # ******* for Order #: *********. After their products left my skin in rashes each day. They transferred me so many times, ant least 3-4, after talking through many questions each time. No one resolved or finished anything for me. They made this process so difficult that I hung, and will not ever be able to complete, especially since your staff doesn't seem to know how to handle returns/refunds after experiencing a medical issue. Please simplify this for the future. You wasted 20 mins of my time today, and the last gentlemen did not know what he was doing and I am not walking him through what he is supposed to be doing. It’s his job! I have sent back items from Order #: ********* and I need to be refunded, they gave me such run around I have no idea where they left off in the process. If you’re going to sell products that could leave people’s skin worse than before they started it, please educate those answering phones.

  

  Business response

  01/17/2023

  Dear BBB,

  I have confirmed that a refund has been issued to Ms. ******.  Paypal transactions take longer to be processed but I can see that the refund has now been issued.  Ms. ***** has my contact information, and she may reach out to me directly with any concerns.

   

  Thank you,

  Ildy C****

  Nu Skin Compliance Manager

  Customer response

  01/17/2023

  
  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.
  
  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. ↩