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:26/07/2022

  Type:Sales and Advertising 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 beauty creams and a gadget for which I was misinformed regarding it's frequency of use as well as the payment options and process. I was told I would be able to return the products if I was not happy with them and also that after the first payment, the financiers would accommodate a more favorable payment plan, all of which turned out to be a ***. I not only incurred facial marks for over use of the machine, I pay considerably more on a monthly basis than I was told by the sales person that I would pay on the long run at the time of purchase.
  
  I reached out several times and spoke to the manager of the store as well as two of the beauty product advisors, including the sales person who sold me the products, who all apologized for my experience but could not do anything for me.
  
  I then reached out to the credit provider ********* via telephone after creating the necessary account of their website. ************************
  
  I was told by several representatives at ******* that had I not made a single payment, they would have considered other options. Therefore, I believe I was intentionally mislead and misinformed by the sales representatives at this store. I continue to pay $204.00 monthly for a product that damaged my skin and that I do not and will not use. However, I have not been able to get any reasonable compromise for either the store manager/sales people or the credit provider of their products.
  
  The misinformation and absolute greed at this establishment is abominable. I will continue to fulfill my obligations to the creditor but I am seeking for a third party to hold this store accountable for its vile business practices.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 12, 2022/08/25) */
  *******,
  
  We are so sorry to hear about your experience!
  Unfortunately, we are only the product manufacturer and are not connected to the independently owned and operated retailers that carry our brand. Therefore, we have no control over their ethics and policies.
  
  Contact the original retailer where you purchased the products to address this issue.
  
  Thank you
  Lola Soap Team
  
  
  Consumer Response /* (3000, 14, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have spoken at length over the past five months with the store manager and several sales people. I am not sure why they forwarded my complaint to the head office of Lola Soap in Las Vegas.
  
  I received a call from someone yesterday from Las Vegas telling me that they received the complaint that I made to BBB and that they are the head office of Lola Soap and not the store that I bought the gadget from. I advised them which retailer I purchased it from in Canada and that I have spoken to the manager at the store who took down my personal information to try to find a more flexible payment plan.
  
  I have also posted here the email I received the same day from another Lola Soap Customer Relations person.
  
  I am not sure if I'm been sent on a wild goose chase between the independent retailer and Lola Soap head office but no, I am definitely not satisfied with the response since there has been no resolution as yet.
  
  
  Consumer Response /* (2000, 19, 2022/09/02) */
  I received a call from the store manager with a different payment plan, one which matched what I was initially offered at the time of purchase.
  
  However, the terms of payment were not agreeable to me and both myself and the store manager agreed that I would be better off with the current credit provider Flexiti as they have been able to accommodate me far better than the new credit provider as of August.
  
  This case is now resolved. Thank you much.