Complaints

This profile includes complaints for Guthy-Renker, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guthy-Renker, LLC

  100 N Pacific Coast Hwy #1600 El Segundo, CA 90245-5654

  
• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

• 

  GRC Vitamins

  41550 Eclectic Street #200 Palm Desert, CA 92260

• 

  Guthy-Renker

  Palm Desert, CA 92260

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:06/23/2025

  Type:Product 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.

  4/27/25 i ordered their special from a tv commerical. No where did it indicate that i would signing up for autorenewal of any kind of mention any dollar amount other than the special they were doing on line. I went on line ordered it. Then i saw a charge on my credit card and called immediately on 5/30/25 i had to call twice becuase of their lack of knoweldge in helping me with my issue. You can't even get their names becuase they won't spell it for you. I called to adivse i wanted this cancelled and i wanted my card credited they said they coudln't do that i had to pay for return and the shipping would be deducted as well. On 6/9 i called again to confirm my acct was cancelled they said yes. The product did not arrive yet so i had nothing to return i said stop the shipment they said we can't. it took 10 days to get it. I then returned it and confirmed it was delivered on 6/19. i called again on 6/9 now on twice the first time they asked my name and never came back on the line line and i waited 12 fulll minutes. On now with Gin he confirmed acct has been cancelled and provided my tracking # and he confirmed & will apply the credit minus shipping. i can only hope that it happens. customer service overall has been horrible. It is very misleading in the commericals.

  Business Response

  Date: 07/02/2025

  **** ******
  ***************************************************************************************
  
  Date: 6/30/25
  
  Complaint ID: ********
  Order: SPTBF289685
  
  Dear Ms. *******
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase April 30, 2025, with the purchase of a promotionally discounted offer of a 30-day Age-Defying Body & Face introductory kit.  The kit was shipped and the total cost of $64.75 was billed in full at that time.
  
  We strive to make our promotions and offers for Crepe Erase as clear as possible via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  When the price is displayed on the TV informercials also displayed is the statement includes autoship.  Customers that choose to purchase any of our introductory kit offers are informed that they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  The information is provided in several places on the website before any personal information is entered: on the special offers page before a kit is selected, in the shopping cart order summary and again before the order or payment can be submitted.  One-time purchases are available but only for individual items (not kits) and at retail pricing only.  We regret if you found the offer unclear in any way.
  
  On May 29, 2025, per the terms of your purchase, your 2nd shipment, a full-size 90-day replenishment kit,began processing for delivery for a total of $275.22 to be billed in 3 installments over 31-day billing cycles.  We received an approved authorization at this time for the 1st installment of $91.74. 
  
  On May 30th,your account was cancelled per your request.  Information was provided regarding your 2nd shipment and the available 60-day money back guarantee since although cancelling stops future shipments it does not cancel any balance due for orders that have already been processed for shipment; they will be sent and continue to bill until paid in full or returned within 60-days of receipt for credit.
  
  The 2nd shipment was sent, and the previously authorized 1st installment was finalized as a charge,leaving a balance of $183.48.
  
  On June 9th we received you call to confirm the cancelation.  You were informed that the shipment was already in transit and could not be stopped.  As a courtesy at that time the remaining balance was cleared prior to the receipt of your return.
  
  On June 19th when you provided the tracking number for your return a refund was issued.  
  
  We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

  Customer Answer

  Date: 07/11/2025

   
  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.
   
  they did send me credit but please make note of the horrible and misleading info when purchasing their product. 
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/23/2025

  Type:Product 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'm not quite sure of the date. I will need to look it up.This complaint is with Crepe Erase. I ordered a trial shipment and paid for it. That was all I wanted. After that, they put me on automatic shipment. I received a second shipment shortly after that. I called them and told them I wanted only the trial shipment. They said to return the second shipment which I did. I waited and did not receive a refund. I called them and they said they did not receive the return shipment. Since then I've been billed for another shipment which I did not receive. I'm being billed for 3 shipments and have only received 1.

  Business Response

  Date: 07/01/2025

  **** ******
  *******************************************************************
  
  Date: 6/30/25
  
  Complaint ID: ********
  ***************
  
  Dear Ms.******,
  
  We received your inquiry and sincerely apologize for any miscommunication.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase November 4, 2023, with the purchase of a promotionally discounted offer of a 30-day introductory kit.  The kit was shipped November 6, 2023, and billed in full at that time.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line,print materials, product packaging and billing.  Customers that choose to purchase any of our introductory kit offers are informed that they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  The information is provided in several places on the website before an order can be finalized.  We regret if you found the offer unclear in any way.
  
  On December 7, 2023, per the terms of your purchase, your 2nd shipment (a 90-day kit) was sent as scheduled for a total cost of $273.30 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $91.12 was charged when the order shipped leaving a balance of $182.18 to be billed in January and February of 2024. 
  
  On December 10, 2023, your subscription was cancelled per your request.  Information was provided regarding the remaining balance and return instructions because although cancelling a subscription stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On January 7, 2024, we attempted to process the 2nd installment of $91.09 for your 2nd shipment, but your charge card was declined by your financial institution. At this time the auto past due billing process was activated.  Several monthly invoices were sent informing you of the remaining balance of $182.18 until September 11, 2024, when the account was sent to a collection agency and written off.  Collection notices should have ceased by this time.
  
  On January 27, 2025, your return was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no refund or credit was issued.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your cancellation request in December of 2023.
  
  After review of your account and complaint because of the amount of time that has passed since you last shipment, we are unable to issue a refund even as an exception to the advertised 60-day MBG.  We regret that we did not receive the return or hear from you again sooner as a different resolution might have been possible then.
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:05/13/2025

  Type:Product 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.

  12/24/2024 - I received an order that I placed for Crepe Erase products., which was paid for in full. I no longer wanted to be on the ********************** so I called **************** and asked them to remove my account from the plan. They assured me I wouldn't receive any future orders.4/24/2025 - I received another shipment of products that I was not expecting. I called **************** to let them know I received this in error since I had cancelled the ********************* last December. They told me it had not been cancelled and that I owed them $273.63 to be divided into 3 payments. I paid the first payment of $91.21 thru the credit card I used for the first order in 12/2024. The first representative that I talked to refused to cancel the Auto Del. Service and I ended up hanging up on him. I called back and talked to a different agent. He said that he will cancel this service but said nothing about the remaining amount due of $182.42.I am not happy with the resolution and the manner in which I was treated. They ignored my first request to stop all future deliveries so I have no confidence they will honor this request made on 5/13/2025. I would like the remaining balance to be removed and a written confirmation that they will no longer ship me anymore products.Thank you for your assistance.

  Business Response

  Date: 05/20/2025

  ****** ********
  *************************************************************
  
  Date: 5/19/25
  
  Complaint ID: ********
  *******************
  
  Dear Ms.********,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  Our records reflect that you re-enrolled for automatic shipments of Crepe Erase on September 16, 2024, with the purchase of a 5-piece 30-day introductory kit.
  
  On October *******, your first full-size replenishment kit was sent as scheduled for a total cost of $273.61 to be billed in 2 installments over 31-day billing cycles.  The 1st installment of $91.23 was charged at the time of shipping; the 2nd and 3rd installments of $91.20 and $91.18 were charged as scheduled on November 16th and December 17th respectively. 
  On December *******, we received your request to cancel your Crepe Erase account, but our records reflect that you accepted an offer to postpone future shipments instead.  The account was placed on hold until ***** 25, 2025, at which point regular shipments and billing would resume.
  
  On ***** *******, your 2nd replenishment kit was sent as scheduled for a total cost of $273.63 to be billed in 2 installments over 31-day billing cycles.  The 1st installment of $91.21 was charged at the time of shipping leaving a balance of $182.42.
  
  On May *******, your account was canceled per your request.  A automatic cancellation confirmation was sent to the email address on file.  Information was provided regarding the remaining 2 installments due for the ***** shipment:scheduled payment dates and amounts.  While cancelling stops future shipments it does not cancel any balance remaining for orders already shipped prior to the cancellation; they will continue to bill until paid in full or returned for credit within the 60-day guarantee.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $182.42 for your last shipment has been cleared.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 05/22/2025

   
  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

  Date:04/23/2025

  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 order product from the Body Firm. Had a bad reaction. Call the company. They only refunded my gift card $47.69 on 2/7 instead of the full *** I paid which was $176.66. They said to keep the product but returned the product on 3/11/25 so I can get all of my money back. The product was delivered back to the company on 3/14/25. When I called the Body Firm they are claiming that on 2/7/25 they refunded my gift card 3 separate refunds. I only show one refund in the amount of $47.69. I called the 800 number on the gift card and disputed this charge with the bank and advised them of the situation. As of today, I still do not have my refund from the Body Firm. This company is scam and liars They do not stand by their return policies. **** ******* and her elite friends should not sponsor this company. They steal your money.

  Business Response

  Date: 04/25/2025

  ****** ******
  PO Box 253
  Mahopac, ** 10541-0253
  
  Date: 4/25/25
  Complaint ID: ********
  Account: **********
  
  Dear Ms. ******************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  After reviewing our records and transactions we regret to learn that due to a system issue on February 7, 2025, a refund for only one of the three Crepe Eraseitems you purchased was posted: $47.69 for the Facial Repair Treatment.  Additional refunds for the remaining two items have now been issued in the amounts of $81.28 and $47.69.  Please allow 3 -5 business days for those refunds to post to your card.
  
  As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation: we would like to apologize for any frustration you've experienced as a result. Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:03/10/2025

  Type:Delivery 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.

  Billed for a shipment that was guaranteed would not be shipped or billed pursuant to my returning the previous shipment by a specific date. I tracked the return and it arrived well before the specific date. This company is not honoring their word regarding their product shipments after cancellation of the account.

  Business Response

  Date: 03/20/2025

  ***** ******
  **********************************************
  *****************
  
  Date: 3/14/25
  
  Complaint ID: ********
  ******************
  
  Dear Ms.******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase January 4, 2025.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers enrolling in the Crepe Erasemember program with the purchase of a special offer for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, a 5-piece 30-day introductory kit, was shipped January 7th for a total cost of $86.35 which was billed in full to the ****** account provided at this time.
  
  On February 6, 2025,per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) began processing for delivery as schedule for a total cost of $275.26 to be billed in 3 installments over 31-day billing cycles.  We received a payment authorization for the first installment of $91.76 at this time.  
  
  On February 7, 2025, your 2nd shipment was sent and the authorized $91.76 finalized leaving a balance of $183.50. 
  
  Also on February 7th, per your Live Chat request, your account was cancelled.  Information was provided regarding your 2nd shipment. Return instructions were also provided since orders that have been processed for delivery at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.  ******** tracking number ************************** this order was delivered February 15th.
  
  On February 26, 2025, we received notification from ****** of your dispute of the 1st installment in the amount of $91.76 for your 2nd shipment.  At this time this dispute has not been resolved.
  
  On March 3, 2025, your 1st shipment (30-day introductory kit) was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $86.35 was issued.
  
  Since your account does not reflect that your 2nd shipment had been returned, the 2nd installment of $91.74 was charged as scheduled on March 10, 2025, leaving a balance of $91.76.
  
  Pending the results of your dispute, a refund may be issued via a chargeback from ******, or you are welcome to return your 2nd shipment for refund since it is still covered by the 60-day MBG.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23043150
  
  I am rejecting this response because:

  A 2nd shipment was never received. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/26/2025

  ***** ******
  *************************************************************************************
  
  Date: 3/25/25
  
  Complaint ID: ********
  ******************
  
  Dear Ms.******, 
  
  Thank you for the opportunity to respond.
  
  As we stated in our previous response per **** tracking ************************** your 2nd shipment was delivered February 15, 2025.  Since you last contact with our customer service team was your cancellation request on February 7th we were unaware that you did not receive this shipment.
  
  Due to this additional information a refund of $91.76 for one of the two installments charged for your 2nd shipment has been issued.  Please allow 3 -5 business days for the funds to post.  We have received no notification that your dispute of the remaining charge, which was reversed by ******, has been settled yet.  Pending the results of your dispute, a refund for the disputed amount may be issued via a chargeback from *******
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  
  ****** *.
  ************** Operations Director

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23043150
  
  I am rejecting this response because:

  I am not clear on what the business hasproposed.  ****** has not been involved because they did not have access to my banking info, but they did cancel my autopay for any product from BodyFirm.  I have received no shipments other than the one I returned.  I would like this to be resolved ASAP, and need to know what else I need to do to make that happen.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/11/2025

  ***** ******
  *********************************************************************************
  
  Date: 4/9/25
  
  Complaint ID: ********
  Account: **********
  
  **********************
  
  Thank you for the opportunity to respond.
  
  We apologize for any confusion.   Your ****** account is the payment method on file and used for all charges applied for the two orders that were shipped. 
  
  The refund of $86.35 for your initial order (shipped and billed January 4th) was issued to that ****** account on March 3, 2025.
  
  The 2 payments for the automatic replenishment kit shipped February 6th were also charged to the ****** account: $91.76 on February 6th and $91.74 on March 10th.  We received a notification from ****** of your dispute and a reversal of the 2nd payment (a chargeback) in the amount of $91.74.  This chargeback created a credit (refund) of $91.74 applied to your ****** account so we are unable to issue a refund for that payment.
  
  When you informed us in your last rebuttal that you did not receive the 2nd shipment an additional refund for the 1st payment of $91.76 was issued on March 25th.  This was also issued to the ****** information on file since refunds are posted to the same payment method that was charged.
  
  Please check with ****** to review what source for funds is tied to your ****** account and to confirm the payments and refunds issued by Crepe Erase as well as the $91.74 credit issued due to the dispute.
  
  Sincerely,
  
  ****** *.
  Call Center Operations Director

  Customer Answer

  Date: 04/11/2025

   
  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

  Date:02/21/2025

  Type:Product 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 had joined Crepe Erase back in 2020 receiving shipments periodically but then due to money reasons ended my subscription. I then decided in 2024 to go on the website which at this time had changed to The Body Firm just to order an individual item of the body creme/location. I did not resign up for a subscription. But several months later I received another unordered individual body creme/lotion and was billed for that item. I tried to go on the website but was unable to access my account. I called the customer service number explained I hadn't ordered the item I had received and did not want another subscription with this "new" company. I agreed to keep that shipment and just let that charge stay BUT WAS ASSURED my card would no longer be charged anything further and wouldn't receive any more shipments. WELL THEY DID IT AGAIN!! I haven't received another shipment BUT they charged my bank account $170.90!!! On February 17th ******** do I get this company to stop!! I called the customer service had to get very upset on that call saying ALL the above. Was told I would receive a refund of that charge and a return prepaid label via my email (to return I guess this unordered not received $170.90 shipment) NEITHER have happened. This is fraudulent! $170.90 is alot of money to me. Please help me in this matter.Which I have also opened a fraud case with my bank.

  Business Response

  Date: 02/28/2025

  ******** ********
  *************************************************************
  
  Date: 2/28/25
  
  Complaint ID ******** 
  Account **********
  
  Dear Ms. ********************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  On May 12, 2024, our records reflect that you re-enrolled for automatic shipments of Crepe Erase with the purchase of an Advanced Body Repair Treatment.  When this order was placed the "Subscribe and Save" option was selected prior to checkout. This option includes a discount off our retail pricing, free s&h on your first order, and an agreement to receive automatic shipments approximately every three months until you contact customer service to cancel or make changes to your membership. We regret if it was not your intent to select this offer, however your authorization of future automatic shipments and associated charges was provided by checking the empty box on the order page to complete your order.
  
  Your initial order shipped May 14, 2024, and was billed in full to the credit card provided.
  On August ******* your 2nd shipment (an Advanced Body Repair Treatment and Flaw Fix eye cream which had been added via online member access customization options) was sent for a total of $171.99 which was billed in full when at the time of shipping.  
  On November 22, 2024, your 3rd shipment containing the same 2 items was sent for the same total of $171.99 and billed in full at this time.
  
  On February 18, 2025, your 4th shipment was sent as scheduled and charged in full the amount of $170.90.
  
  Also on February 18, 2025, we received your call regarding the charge.  The billing was explained and your were informed that the order had already been processed.  A request was submitted to refund the shipment as an exception to our return policy without a return being received. Your account was cancelled per your request.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to this account either before or since February 18th. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  On February 19, 2024, a refund in the amount of $170.90 was issued.  As an additional gesture of goodwill, feel free to keep this shipment with our compliments.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:01/27/2025

  Type:Delivery 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've had a crepe erase subscription since 2019. I use their website to manage my shipments and on occasion I order a product outside of the regular shipment. On Sep 16, 2024, I ordered a 3.3 oz body repair treatment using the website, while logged into my account. I was billed ***** as expected. Approximately a month after receiving my one-off order, I received another shipment containing a 10oz body repair treatment and 10oz body wash that I DID NOT order. I called customer service explaining I did not order these items and was told that I signed up for second subscription when I ordered the 3oz body repair treatment ( WHY would I do that when I already have a subscription?? ). I requested to ship them back, to which the agent declined. I also explained that I already have a subscription and these items were NOT listed in my "next shipment" in my account. I requested a cancellation and a refund, however I was still billed for the unwanted shipment. On Dec 13 I contacted customer service via online chat (attached) where I cancelled the original and new subscriptions. I was billed as follows for the unwanted subscription: Oct 24 - $57.73, Nov 23 - $57.72, Dec 24 - $57.70. I am disappointed I had to cancel my original subscription too, but I no longer trust this company. *** their login page has been down since at least early November which makes it impossible to manage an account online. Surely that was done purposely in order to keep scamming honest people.

  Business Response

  Date: 02/07/2025

  ****** *******
  *******************************************************************************************************
  
  Date: 2/4/25
  
  Complaint ID: ********
  Account **************
  
  Dear Ms.*******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase April 20, 2021, with the purchase of a special offer for a 2-piece 30-day introductory kit.  Full-size automatic customized replenishment shipments were sent approximately every 3 months until December 6, 2024.
  
  On September 12, 2024, your account reflects a new online purchase of a special promotionally discounted 2-piece 30-day introductory kit.  This kit contained the 3.3oz body repair treatment, a 3.3 oz body refining exfoliant treatment and a bonus gift bundle of the lift & smooth neck treatment and skin revitalizing tool.  The 3.3 oz (introductory size) body repair treatment is only available in a 30-day introductory kit which includes a subscription.   The product is available for one-time purchase but only in the 10oz full-size and at retail pricing. Information about the included subscription was provided online in several places before the order can be submitted.   This purchase resulted in two active subscriptions: your previous custom kit containing two facial products and this new kit containing the body treatment and exfoliant.
  
  On October 22, 2024, the first full-size replenishment kit (90-day supply of body treatment and body refining exfoliant)tied to the September introductory kit purchase, was sent for a total $173.15 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $57.73 was charged at this time.
  
  Also on October 22, 2025, we received your call regarding the charges.   Information was provided regarding the 2 subscriptions, the kit that just shipped, the remaining balance and return instructions.  Per your request the 2nd subscription of body products was cancelled but your custom kit subscription remained active with the next shipment scheduled for March.   Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  Since no returns were received the 2nd installment of $57.72 for the replenishment kit shipped in October was charged as scheduled on November 22nd leaving a balance of $57.70.
  
  On December 6, 2024, a 90-day replenishment of your custom kit (facial products) was sent as scheduled for a total of $51.35 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $17.12 was charged at this time leaving a balance of $34.23.
  
  On December 13, 2024, we received your live chat questioning recent charges and request to cancel the remaining subscription.  Information was provided regarding the last two shipments and remaining balances.  Your remaining active subscription of the custom kit was cancelled.  This stopped any future shipments but, as stated before cancelling an account does not cancel any balance due for orders already shipped and/or received.   As a courtesy and exception to our advertised policy a refund of $17.12 was issued and the balance of $34.23 cleared for your last shipment sent December 6th prior to any return being received.
  
  On December 23, 2024, the 3rd and final installment of $57.70 for the October replenishment kit was charged as scheduled since no return had been received. 
  
  Regarding the online account access for active members, when a customer has 2 or more active subscriptions within the old system they were accessed separately.  If you took advantage of the remember me/ keep me logged in option (as many of our customers do) then to view both subscriptions you would need to log out of your account not just close the site.  This would require you to login the next time with username and password allowing you to view either subscription.  Also, you are correct that the member self-manage online site is temporarily unavailable as we are upgrading to a new system.  We apologize for any inconvenience this may have caused.
  
  Although our records do not indicate that any returns have been received to present date, (and a refund exception was previously made December 13th for your last shipment) as a gesture of goodwill, the 3rd installment of $57.70 billed on December 23rd has been refunded.  Please allow 3-5 days for the funds to post.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 02/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. However ONLY due to fact I will use the 10oz body repair I did NOT order and the 2 payments which were not refunded covers that cost.

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

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair 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.

  ***** Erase billed me for products I did not receive & then continued to charge my credit card. I tried cancelling over the phone, emails, and chats - they make it impossible to cancel. Finally I got a representative to accept my cancellation on a CHAT (though I did not trust it) and she promised to waive the last bill and bring my account to zero, which never happened.I saw an ad on TV for a special promotion to try Crepe Erase on a trial basis for $49.95 a month so I tried it. I ordered it mid August 2024 and got billed $54.26 (with shipping) for my first package. What I did NOT realize is they put me on an automatic subscription to get a new package each month, which I noticed when they billed me again on September of 2024 and then, not even 2 weeks later, they hit me with another charge of $58.60. When I tried to call them, they never picked up and I left messages without ever getting a response. When I finally reached a real person, she sounded like a robot and kept repeating the same thing over & over, apologizing but not giving me any answers. She basically kept repeating the Crepe Erase policy for **************** By this time, I knew the product DID NOT WORK and wanted to make sure they stopped sending me another package and wanted them to stop charging my credit card, but there was no way to have any written correspondence with them except for the Live CHAT.On Oct 10th, 2024 - I went on the CHAT and demanded that they CANCEL whatever it is they had me on and that they stop charging my credit card. I had already OVERPAID in September (please see my **************** statement to Crepe Erase) and I was DONE! Finally after going back and forth for what felt like hours, this person or robot (still uncertain) apologized and said she would cancel any shipments and bring my account to zero balance so that my card was no longer charged. Well that didn't happen either - they billed me an additional $58.59 just ten days later and then again on Nov 20th!

  Business Response

  Date: 01/28/2025

  ******* ******
  ******************************************************************************
  
  Date: 1/24/2025
  
  Complaint ID: ********
  Account **************
  
  Dear Ms.******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online August 16, 2024, for automatic replenishment shipments of Crepe Erase with the purchase of a special discounted offer for a 2-piece 30-day introductory kit.  As part of the initial purchase, customers ordering any of our ****** introductory kits are informed they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  We make every effort to make the offers as clear as possible on our websites, as well as by phone.  Information regarding the subscription is provided in three places on the website before an order can be finalized.  The terms of any purchase that includes a subscription are provided before an offer is selected; in the shopping cart order summary and again before the order/payment is submitted.  In addition, your entry kit was shipped with information enclosed about the terms of the subscription, next shipment date and cost.  We regret if you found the offer unclear in any way.
  
  On August 19, 2024, your first shipment, a 30-day introductory supply, was sent and billed in full $54.26 at the time of shipping to the credit card provided.
  
  Our records reflect that you placed a second order online September 8, 2024, for another promotionally discount 2-piece 30-day introductory kit. The purchase also included a subscription and created a 2nd set of automatic replenishment shipments.  This 2nd shipment (another 30-day kit) was sent September 9th and billed in full $54.26 at this time to the credit card provided.
  
  Per the terms of your purchase, on September 19th your 3rd shipment, a 90-day replenishment kit from your initial subscription begun in August was sent. Since this replenishment kit was a full- size 90-day supply the total cost was $175.77 to be billed in 3 installments over 31-day billing cycles. The first payment of $58.60 was charged at this time leaving a balance of $117.17.
  
  On October 9, 2024, your 4th shipment (another 90-day replenishment kit this one for your 2nd subscription which begin in September with the 2nd introductory online order) began processing for delivery for a total cost was $175.77 to be billed in 3 installments over 31-day billing cycles.  We received a payment authorization from your credit card for the 1st installment of $58.60 at this time.  This 4th shipment was delivered October 16, 2025, per **** tracking number 92612902711959573025391868.
  
  On October 10, 2025, your account was cancelled per your phone and Live Chat requests.  Information explaining the 2 separate subscriptions, billing and remaining balances was provided.  You were informed that we were unable to stop your 4th shipment, but all future shipments were cancelled.   Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  As a courtesy and in exception to our advertise polices the cost of your 4th shipment ($175.77) was cleared. This also stopped the request to finalized the already authorized payment of $58.60 as a charge (the 1st installment for the 4th shipment).  The balance of $117.17 for your 3rd shipment still remained.  Return instructions were provided.  
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account either before or since October 10, 2024. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Since no returns were received, the 2nd and 3rd installments of $58.59 and $58.58 for your 3rd shipment were charged as scheduled on October 20th and November 20th respectively.
  On December 18, 2024, your financial institution reversed 3rd installment of $58.58 for your 3rd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $58.58 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  Although our records do not reflect that any returns have been received,as a gesture of goodwill the remaining balance of $58.58 has been cleared.
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  

  Customer Answer

  Date: 01/29/2025

   
  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

  Date:01/14/2025

  Type:Billing 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.

  Customer#******* Cancelled subscription service for product(CREPE ERASE) 8/2024, still receiving billing statements for product that was returned to merchant and UNAUTHORIZED charges continue to appear on credit card. Trying to get resolution through the company 800 number to no avail. Need to have the billing shut off and the account balance cleared of a charge of $57.17

  Business Response

  Date: 01/23/2025

  *** ********
  1659 *************
  **********************
  
  Date: 1/21/2025
  Complaint ID: ********
  Account Number: *******

  
  Dear Ms. *********

  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

  Our records reflect that your re-enrolled for automatic shipments of Crepe Erase on July 8, 2024, after a previous active membership beginning September 2017 until January 2021.

  On July 8, 2024, your new order (a 30-day 2-piece introductory kit) was sent for a total of $52.95 which was billed in full at this time to the credit card provided.

  On August 5, 2024, per the terms of your purchase, you 2nd shipment (a 90-day replenishment kit) was sent for a total of $171.53 to be billed in 3 installments over a 31-day billing cycle.  The 1st installment of $57.19 was charged at the time of shipping leaving a balance of $114.34.

  On August 10, 2024, your account was cancelled per your request. Information regarding your 2nd shipment, the remaining balance and 60 -day money back guarantee was provided.  As a courtesy one of the remaining 2 installments was waived lowering the remaining balance to $57.17.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.

  Since no return was received, the 2nd and 3rd installments of $28.59 and $28.58 were charged as scheduled on September 5th and October 6th respectively.

  On December 31, 2024, your financial institution reversed the 2nd and 3rd installment of $28.59 and $28.58 for your 2nd shipment. While these chargebacks created a credit in your favor with your financial institution, it restored the amount of $57.17 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On January 13, 2025, we received your LiveChat inquiry about the billing.  The billing notices were explained.  When you informed us you had returned the shipment a request for support desk to review the account was submitted since the 60-day MBG had expired for the shipment.

  On January 14, 2025, your spoke with a supervisor at which time the remaining balance of $57.17 was cleared.

  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.

  Sincerely,
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:12/13/2024

  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 received a second shipment, which I did not cancel in enough time. They charged my account September 18 - $80.57, October 18 - $80.55 and November 18 - $80.56 for a total of $241.68. I mailed the product back and have not received my money. They keep telling me it is out of the return policy of 60 days. They still have my money and I returned the product.

  Business Response

  Date: 12/20/2024

  ****** *****
  *********************************************************
  
  Date: 12/18/24
  
  Complaint ID: ********
  Account **************
  
  Dear Ms. ******************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase August 15, 2024.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erasevia the website, TV infomercials, inbound sales phone line, print materials,product packaging and billing.  Customers enrolling in the Crepe Erase member program with the purchase of a special offer for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  On August *******, your initial order (a 30-day 5-piece introductory supply) was sent for a total of $85.95 and billed in full at the time of shipping to the ****** account provided.
  
  On September 17, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost $241.68 (including $14.97 s&h and $16.86 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The first installment of $80.57 was charged leaving a balance of $161.11.
  
  Also on September 18, 2024, your account was cancelled per your request.  Information was provided regarding the order that had just shipped.  While cancelling stops future shipments it does not cancel the remaining balance for orders that have already been shipped.  They will continue to bill until paid in full or returned within the 60-day Money Back guarantee.
  
  On October 18, 2024, the 2nd installment of $80.55 for your 2nd shipment was charged as scheduled leaving a balance of $80.56.
  
  On October 22, 2024, we received your inquiry about the billing. The cost and installment payment plan for your 2nd shipment was explained.  Return instructions were provided.
  
  The 3rd and final installment of $80.56 for your 2nd shipment was charged on November 18th as scheduled.  At this time your account balance was paid in full.
  
  On November 29, 2024, your 2nd shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no refund was issued.
  
  On December 11, 2024, your financial institution reversed the 2nd and 3rd installments for your 2nd shipment. While these chargebacks created a credit in your favor with your financial institution, it restored the amount of $161.11 as due and payable.  Since the shipment was noted as a return (although outside the *** period) the balance created by these chargebacks was cleared and not contested as a way to refund those charges totaling $161.11. 
  
  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  An additional refund of $64.48 has now been issued for your 2nd shipment.  Per the terms of our 60-Day Money-Back Guarantee, the $16.09 (s&h plus applicable state tax on that charge) was not refunded.  Due to your dispute this additional refund may be declined by Pay Pal.  If that occurs a check will be issued to the billing address on file for your account (and this complaint.) Please allow up to 4 - 6 weeks for this refund check to be processed and arrive via USPS.  If ****** accepts the refund it should post to your account within 3 5 business days.
  
  Your Crepe Eraseaccount remains closed with no further balance owed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director