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

  
• 

  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  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:12/12/2024

  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.

  My wife ordered Crepe Erase and upon receiving and using the product decided she did not like it. She contacted Crepe Erase and canceled her subscription. Crepe Erase has continued to bill our credit card every month since since, sometimes sending product and sometimes not. We have called them every month and asked them to stop, called our bank and cancelled our credit card several times but they still manage to bill our account. This is a scam.

  Business Response

  Date: 12/20/2024

  Tell us why ******* ********
  *********************************************************************************
  
  Date: 12/17/24
  
  Complaint ID: ********
  Account **************
  
  Dear ************
  
  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 wife enrolled online for automatic shipments of Crepe Erase June *******, with the purchase of a 30-day introductory kit.  This initial order was shipped June 19th for a total cost of $63.55 which was charged in full at this time to the credit card provided.   As part of their initial purchase, customers choosing to purchase a ****** introductory kit offer are informed they will receive automatic shipments until they cancel or make changes to their membership.
  
  On July 18, 2024, per the terms of her purchase, a 2nd shipment, a full-size 90-day replenishment kit, began processing for delivery for a total cost of $270.12 to be billed in 3 installments over a 31-day billing cycle.  We received a payment authorization at this time for the 1st installment of $90.06.  The shipment was sent.  The authorized payment was finalized as a charge on July 20th leaving a balance of $180.06.
  
  Also, on July 20th we received your request to cancel.  Information was provided about the 2nd shipment.   We regret to learn that this request was incorrectly processed, and the account was not cancelled at this time.  We would like to apologize for any inconvenience this may have caused.   Please be advised even if your account had been cancelled, while cancelling 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 the 2nd shipment was not returned, the 2nd and 3rd installments of $90.03 each were charged as scheduled on August 20th and September 20th respectively.
  
  Due to the error that occurred leaving your account active, a 3rd shipment was sent October 18, 2024, for a total cost of $270.12 to be billed in 3 installments over a 31-day billing cycle.  The 1st installment of $90.06 was charged at shipping leaving a balance of $180.06
  On October 18, 2024, we received notice from your financial institution of your dispute. Your account was cancelled at that time.  On November 1st, your financial institution reversed the 3rd installment of $90.03 for the 2nd shipment (which had been charged on September 20th).  While this chargeback created a credit in your favor with your financial institution, it restored the amount of $90.03 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On November 18, 2024, the 2nd installment of $90.03 for the 3rd shipment was charged as scheduled leaving another balance of $90.03.
  
  On November 21, 2024, we received your call regarding the billing notices; the cost of the replenishment shipments and 3 installment billing were explained. Both remaining balances of $90.03, due for the 2nd and 3rd shipments, were cleared.  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 between July 20th and November 21st.  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.
  
  As a token of our apology for the error that occurred when you first requested cancelation, refunds totaling $180.09 have been issued for the 3rd shipment that was sent October 18th.  Please allow 3 -5 days for the funds to post.  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. Rest assured that your experience has been reviewed and will be used to improve our service moving forward.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service 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 ***** ****** (customer ********, at the time of my original purchase, declined joining a membership for regular shipments, (they signed me up anyway!) I paid for what I ordered. One week later I received an unordered, unsolicited shipment, which was charged to my credit card. I contacted the company, they said I signed up for a membership that froze my price for future shipments, I said I did not and they said, sorry we will end your membership. I called the fraud department of the credit card, they contacted the company, reversed the unauthorized payment. Bank blocked any future payments to Crepe Erase, Then I received a ZERO BALANCE statement from Crepe Erase. The bank/credit card agent said I did not need to return the unsolicited product. Then I received a bill/statement for $174.77, a past due notice dated 11/08/2024. I will gladly return the unused unordered product if they will send me return packaging to be picked up at my residence. I am elderly, handy capped and do not drive. They delivered it to my door, they can pick it up at my door. This is a SCAM! I am being harassed, and stressed out by this company's unprofessional practices. Please help.Thank you,***** ******

  Business Response

  Date: 11/27/2024

  ***** ******
  *******************
  *****************
  
  Date: 11/21/24
  
  Complaint ***********
  Account **************
  Dear **********
  
  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 by phone for automatic shipments of Crepe Erase August 8, 2024, with the purchase of a special promotional offer for a 30-day introductory kit.
  We make every effort to be forthcoming regarding our promotions and offers for ***** Erase via the website, TV infomercials,inbound sales phone line, print materials, product packaging and billing.   As part of the initial purchase, customers the purchase any special discounted offer of a 30-day introductory kit are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The products are also shipped with information reiterating the terms and benefits of membership (including the 60-Day Money Back Guarantee available), as well as the date of the next shipment.   We do offer the ability to purchase Crepe Erase products without automatic replenishments. However, customers who choose to place one-time orders are only offered our retail prices.  We regret if you found the offer unclear in any way.
  On August 13, 2024, your 30-day introductory kit was sent for a total cost of $53.94.  Shipping was free as part of the promotion.  The cost of this kit purchased as a one-time order without the membership discount would have been $71.21 which includes s&h.
  On September 6, 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 of $174.77 (including $11.97 s&h and $12.95 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $58.27 was charged at shipping leaving a balance of $116.50.
  On September 8, 2024, your account was canceled,per your request.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions since although cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee. 
  On September 10, 2024, your financial institution reversed the payment of $58.27 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $174.77 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  Although the 60-day Guarantee has expired for your 2nd shipment as an exception and a gesture of goodwill, the remaining balance due has been cleared.
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:11/12/2024

  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 been a customer of ********************** for several years. In 2023 I called and asked that my subscription be put on hold till 8/2023. I was trying a different product and wasnt sure whether I would like it better than Principal Secret. I subsequently called the company on Sept 9, 2023 and cancelled my subscription. In Nov of 2024 (14 months after cancelling) I received a shipment. I called to inform the company of their mistake. They agreed, and offered the product at a 20% discount. I told them I had switched to another product and had no intention of ever using their product again. They could have the product back and I wanted the charge to my credit card reversed. They told me to ship the product with a tracking number and they would then reverse the charge. I mailed the product and called customer service with the track number. I was informed that the charge would be reversed but not their cost of shipping ($9.99). I protested that they shouldn't charge their shipping, and I should be reimbursed for my cost of shipping with tracking ($19.10) as well. They relented and agreed to reverse their cost $9.99, but said their policy wouldnt permit reimbursing my cost to ship it back. I spoke first to a customer service agent and then to a supervisor, who informed me that I could not speak with anyone else (they had the final say) and that they were sorry but they had no way to reimburse me. The amount of money is not that large ($19.10) but the fact that they have put me through the trouble and expense of having to correct their mistake, is more than irritating. Looking at the complaints on the BBB website, it appears this company has problems with shipping unwanted orders. Im adding my complaint to that list. Id like to be reimbursed for my cost but Im dubious about how they will respond. Perhaps someone above Ms. ***** the customer service supervisor with whom I spoke, will now be made aware of this situation.

  Business Response

  Date: 11/19/2024

  ******* *******
  **********************************************************************************
  
  Date: 11/14/24
  
  Complaint ***********
  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.
  We are always pleased to hear from customers who have been ********************** members for several years.  But 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.
  Our records do reflect your call received March 10, 2023, asking for a postponement of your next shipment until August.  That request was completed; the shipment initially scheduled for ***** was not shipped until August 15,2023.  But your account does not reflect any contact on September 9, 2023, or the cancellation request.   Therefore, automatic shipments resumed on the previous shipping frequency of approximately every 4 months.   The last shipment was sent October 29,2024. 
  Please be advised our records do not reflect any contact in over a year until we received your call on November 7, 2024. Your account was cancelled per your request and return instructions provided.   Later, also on November 7th,we received an additional call during which you provided the tracking number for the order you were returning.  At that time, as a courtesy and exception to our advertised return policy a refund of $56.02 was issued (including the s&h charge) and the remaining balance was cleared prior to the receipt of your return.  
  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.   As a gesture of goodwill, we are reimbursing you for the shipping cost you incurred to return your last shipment.  The $19.10 will be refunded via a check.  Please allow 3 4 weeks for the check to be delivered via *****
  Your Principal Secret account remains closed, with nothing further to be shipped or billed.
  Sincerely,
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:11/05/2024

  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.

  This business has been charging my ****** account without my permission $319.72 dollars at a frequency >monthly, the last two transactions occurring on September 23 and October 3rd, 2024 for Percone MD items, which they are falsely advertising and I receive occasionally without a package insert, label or contact information to cancel. Their website has NO contact information to ******. I would like a refund for ALL transactions and payments that they have stolen from me.

  Business Response

  Date: 11/15/2024

  ******** *******
  *********************
  *******************
  
  Date: 11/8/24
  
  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 Perricone Cold Plasma Sub-D with the purchase of a **** & Neck System 30-day introductory kit on June 30, 2023.? 
  
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D via the website, TV infomercials,inbound sales phone line, print materials, product packaging and billing.  Customers making an initial purchase are informed they will receive automatic full-size shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the auto-delivery program is provided on the website at the top of the page before an offer is selected; in the shopping cart prior to any personal information being entered and in the order confirmation email.? More specifically the offer your purchased states: One month after your first order is shipped, and then every three months thereafter, you will be sent a new full-size supply of Sub-D **** & Neck Deluxe System with Cold Plasma Sub-D+. Each shipment will be charged $299.85 plus $14.97 for shipping and handling charges to the payment method you provide today, unless you cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax.
  
  In addition,before customers may finalize their purchase, they must check a box that states: "By checking this box, you are electronically signing your order,agreeing to the terms above and to our general Terms & Conditions,including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide." Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  On December 1, 2023, your 1st shipment, the 30-day introductory kit, was sent for a total of $85.25 and charged in full at this time to the ****** account provided.? 
  On January 2, 2024, your 2nd shipment, a full-size 90-day replenishment kit, was sent for a total of $335.68 and charged in full to the ****** account on file.
  
  On February 20, 2024, you placed an additional order online for a second **** & Neck System 30-day introductory kit.  This purchase started a second subscription with the same terms as your initial order.  The order also included a one-time purchase of High Potency Classics Firming Eye Lift. This 30-day introductory kit and Eye Lift (your 3rd shipment) were sent February 21st for a total of $133.23 and charged in full at this time to the ****** account provided.? Because this second subscription had a separate shipping schedule based on the purchase date, it resulted in full-size shipments being received more often than the normal 90-day frequency.
  
  On March 21, 2024, your 4th shipment, another full-size 90-day replenishment kit, was sent for a total of $319.72 and charged in full to the ****** account on file.  Beginning with this shipment s&h charges were waived for the full-size replenishment kits thus the lower cost verses the first full-size shipment sent January 2nd.
  
   There have been five additional full-size replenishment kits sent as scheduled; April 1st,June 22nd, July 3rd, September 23rd and October 3rd.  A payment of $319.72 was charged for each of these at the time of shipping.
  
  On November 5, 2024, we received your call regarding the charges and refund request.  The two subscriptions and charges were explained.  As a courtesy the September shipment was refunded in full $319.72 without requiring it be returned.  Your request for additional refunds was forwarded for review.   You also requested to cancel your account at this time.  Our records indicate that one subscription was cancelled but an offer of a 20% discount off all future shipments, postponement until February 25, 2024, and customization of the remaining kit to just one item, Cold Plasma Sub-D, was accepted instead of cancelling both.  
  
  We regret to learn you experienced any difficulty locating information to contact us.  There are two contact numbers as well as Live Chat links provided on our website under customer service.  These channels have been tested without issue.
  
  As an exception to our advertised 60-day Money Back Guarantee an additional refund of $319.72 has been issued for your October shipment.  Please allow 3 5 business days for the funds to post.
  
  Your Perricone Cold Plasma Sub-D account remains active with the next shipment of one customized kit scheduled for February 25, 2025,with a shipping frequency of approximately 5 months going forward..

  Sincerely,

  ****** *.
  Contact Center Operations Director.

• Initial Complaint

  Date:10/24/2024

  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.

  They trick you into thinking it's a one time purchase. When you realize you were tricked and cancel they send the product anyway. Then refuse to take it back. Claim you got more then they sent.. No response until passed their 60 days. Then say...oh geez you still owe us. I believe they are deliberately taking advantage of consumers. Not just me. I see this complaint is common.

  Business Response

  Date: 11/01/2024

  ********* ******
  **************************
  *************
  
  Date:10/31/2024
  
  Complaint ID: ********
  Order Number:SPCP94862
  
  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 Perricone Cold Plasma Sub-D with the purchase of a Face &Neck System 30-day introductory offer on March 24, 2024.? 
  
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D via the website,TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers making an initial purchase are informed they will receive automatic full-size shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the terms of the online offer and the auto-delivery program is provided on the website at the top of the page before an offer is selected; in the shopping cart prior to any personal information being entered and in the order confirmation email.? In addition, before customers may finalize their purchase, they must check a box that states:"By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide." Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  On March 25, 2024, your 1st shipment, a 30-day introductory supply, was sent for a total of $84.75 and charged in full at this time to the ****** account provided.? 
  
  Per the terms of your purchase, on April 25, 2024, your 2nd shipment, a full-size 90-day replenishment supply, began processing for delivery for a total of $327.83 to be billed in 3 installments over 31-day billing cycles.  We received a payment authorization for the 1st installment of $105.95 from ****** at this time.
  
  Also, on April 25th, your account was cancelled per your Live Chat request.   However, 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.  Information was provided about the shipment already processed for delivery.
  
  Your 2nd shipment was sent.  The authorized payment of $105.95 was finalized as a charge on April 29th leaving a balance of $221.88.
  
  On May 30, 2024, we attempted to charge the 2nd installment for your 2nd shipment in the amount of $110.94, but the request was declined by PayPal.  This activated auto past due billing process to send monthly notices advising of the balance.
  
  On June 15, 2024, we responded to your email inquiry regarding the billing.  The three scheduled installments and billing were explained.
  
  On October 25, 2024, we received your call regarding the balance due.  When you asked about returning the shipment you were informed that it was too far beyond the 60-day return period to be eligible for return. A link was emailed to you so your payment information could be updated to a credit card as the payment agreement with ****** had been cancelled.
  
  On October 28,, 2024, our records reflect you updated your payment information online.  On October 29th the 2nd installment of $110.94 was charged to the credit card you provided leaving a balance of $110.94.
  
  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  As an exception to our policy and a gesture of goodwill, the remaining balance of $110.94 has been cleared.
  
  Your Perricone Cold Plasma Sub-D remains closed.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:10/16/2024

  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 only bought ONE package, I cancelled when they told me I had purchase a subscription, they accepted my cancellation, but they keep double charging every month. July 12th: $86.15 twice.Aug 12th & 13th: $91.52 twice.Sept 13th: $91.52 twice.Oct. 6th & 7th. twice.I am a one income family. I would like to be refunded ASAP please.

  Business Response

  Date: 10/25/2024

  ******** *******
  **********************************************************************************
  
  Date: 10/24/2024
  
  Complaint ID: ********
  Account Number: **********
  
  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 Perricone Cold Plasma Sub-D with the purchase of a Face & Neck System 30-day introductory offer on June 10, 2024.? 
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D via the website, TV infomercials,inbound sales phone line, print materials, product packaging and billing.  Customers making an initial purchase are informed they will receive automatic full-size shipments until they contact customer service to cancel or make changes to their membership.
  
  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 your enrollment in June, prior to receipt of your Better Business Bureau complaint. 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 June 11, 2024, your 1st shipment, a 30-day introductory supply, was sent for a total of $53.04 and charged in full at this time to the ****** account provided.? 
  
  Per the terms of your purchase, on July 12, 2023, your 2nd shipment, a full-size 90-day replenishment supply, was sent for a total of $269.19 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $91.52 was charged at shipping; the 2nd and 3rd installments of $91.52 each were charged as scheduled on August 13th and September 13th.
  
  The duplicate transactions you referred to these three months were most likely the pending payment authorizations and should have dropped off your transactions when the charged was posted. An approved authorization is not finalized as a charge until the order has shipped. Funds in the authorized amount are often held by your financial institution for 3-5 business days.  Procedures vary amongst financial institutions, and you may want to check with your financial institution in terms of how it handles authorizations.
  
  On October 7, 2024, your 3rd shipment, a full-size 90-day replenishment supply,was sent for a total of $269.19 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $86.15 was charged at shipping leaving a balance of $183.04.
  
  Your account has now been cancelled. 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 returned within the 60-day Money Back Guarantee.  If you would like to take advantage of the available 60-day MBG for your latest shipment simply contact our customer service team at ************.
  
  As an exception to our return policy and a gesture of goodwill, the remaining balance of $183.04 has been cleared.
  
  Your Perricone Cold Plasma Sub-D account is now closed.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:10/11/2024

  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.

  see Attached document

  Business Response

  Date: 10/29/2024

  ****** *******
  ****************************************************************
  
  Date:10/29/2024
  
  Complaint ***********
  Account **************
  
  Dear ***********
  
  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.
  
  Please be advised that we are unable to address your BBB complaint specifically because the attachment you referred to was not included and therefore we have no details regarding your concerns. 
  
  We did locate a Crepe Erase account under your name.  Our records reflect that you enrolled online for automatic shipments of Crepe Erase August 2, 2024, with the purchase of a 6-piece 30-day introductory kit.  This order was shipped August 6th for a total cost of $103.15 (including $8.20 NY sales tax).
  
  On September ******, this shipment was processed as returned at our facility,within the 60-Day Money Back Guarantee, at which time a refund in the amount of $103.15 was issued.   The account was cancelled due to the return of the initial introductory kit order.  It remains closed with nothing further to be shipped or billed.
  
  The account does 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 initial order August 2nd until the receipt of your Better Business Bureau complaint. 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.
  
  If this information does not address your concerns please submit the complaint again with the attachment to the Better Business Bureau of ********,** in the form of a Rebuttal to your complaint filed on October 11, 2024.
  
  Thank you for your understanding in this matter.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:10/07/2024

  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 ordered some products from this company in 2023. They put me on a subscription/membership list for just one of the products. I kept refusing them and would call to tell them to cancel my subscription and refund my money. The first two times they said I didn't have a subscription with them but every three months the product kept coming. They finally (hopefully) cancelled it and will refund the last product sent out. They said they refunded the one in June 2024 but i saw nothing on my credit card. The ones from March and December they said it was too late to get a refund even though I had called and complained about it at those times. Both those times they said I wasn't in the system.

  Business Response

  Date: 10/15/2024

  **** ********
  ***********************************************************************
  
  Date: 10/14/24
  
  Complaint ***********
  Account ************************************************ 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.
  
  Unfortunately,we are unable to locate an account in your name with the information you provided. In order for us to review your concerns we will need brand name of the products you have been receiving as we service different brands.  Also, please provide the account number or an order number if available, as well as the name and full address where the shipments were sent.  Once we receive this information, we will take immediate action on your behalf. Once you locate this information, you may forward it to the Better Business Bureau of ********, ** in the form of a Rebuttal to your complaint filed on October 7, 2024.
  
  Thank you for your understanding in this matter.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  
  

• Initial Complaint

  Date:09/24/2024

  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 bought the sheer cover subscription but there is no way to cancel it. I have called customer service each month to get it cancelled. They tell me it will be cancelled but never is completed. I get charged sent the product each month. It is a process that is going in circles.They claim they need the customer number. I give it to the person on the phone. They say they are unable to cancel but will escalate it a manager that can do it but it never gets cancelled.I want the subscription cancelled, not be charged another month and don't send me anymore product. I would also like to refunded for the months I've been charged.

  Business Response

  Date: 10/04/2024

  Cynthia Pete
  2329 Dugald Pl
  Dallas, TX 75216
  
  Date: 9/26/24
  
  Complaint ID:
  22326722
  Order Number: SPYB1897
  
  Dear Ms. Pete,
  
  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 Sheer Cover®June 23, 2024, with the purchase of a Perfect Shade® Mineral Foundation.  With
  this order the "Subscribe and Save" option was selected prior to
  checkout. This option includes a 10% discount off our retail pricing, free
  s&h, and an agreement to receive automatic shipments until you contact
  customer service to cancel or make changes to your membership.
  Your initial order was shipped June 24, 2025,
  for a total cost of $32.03 (including $2.37 TX sales tax) and charged in full
  at this time to the credit card provided.
  
  On July 24, 2024, your 2nd shipment
  (an automatic replenishment) was sent as scheduled for the total cost of $32.03
  and billed to the card on file.
  
  On July 30th we received your
  request to cancel your subscription.  As
  the agent was unable to locate your account at that time a request was
  forwarded for a supervisor to contact you regarding this request.  We regret to learn that an error occurred
  when the request was submitted resulting in it not reaching the support team to
  be completed.
  
  Since the subscription remained active, on
  August 22, 2024, your 3rd shipment was sent as scheduled and billed
  in full $32.03.
  
  Also on August 22nd, we
  received your second call regarding the charge and requesting cancellation. As
  the agent did not have access to your account a request was submitted to our
  support desk for assistance.
  
  On August 26th, a supervisor
  attempted to reach you by phone to confirm that your account had been
  cancelled.   A voicemail was left
  informing you of the cancellation and providing a phone number for you to
  contact our support desk directly regarding the recent shipment.
  
  On August
  31, 2024, your financial institution-initiated disputes
  for the payments of $32.03 for your 2nd and 3rd shipments. At this time these disputes have not been
  resolved.
  
  We are unable
  to process a refund until the disputes are resolved.  If resolved in our favor a refund will be
  issued for the 3rd shipment since you had requested that the
  subscription be cancelled in July prior to that August shipment.  Your 2nd shipment, per USPS
  tracking, was delivered July 27th prior to your initial cancellation
  request on July 30th.  To
  qualify for a refund that order needed to be return within the 60-day Money
  Back Guarantee.  Once your disputes are
  resolved and we receive the final decision from your financial institution any
  additional actions needed will be applied to your account.
  
  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.  Rest assured your Sheer Cover subscription
  remains cancelled with nothing further to be shipped or billed.  Your customer service experience has been
  reviewed and will be used to improve our service going forward.
  
  Sincerely,
  
  Morgan M.
  Contact
  Center Operations Director

• Initial Complaint

  Date:08/23/2024

  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 order Perricone face creme from this company 7/7/23, thought it cost *****. I see it was ******. Must say my fault there I did not notice at first. Did not know it was a subscription. *8/16/23 another box came and another ****** taken from my acct, no notice, no email. (cks bounced due to this),, Called # i had for them was instructed to return every thing and would be reimbursed. Sent all back as instructed, was told to wait 3 - 6 wks for refund. none came. Tried to call # again, not there anymore. At that time lots of problems happening, dealing with death of husband. Kept forgetting to deal with this. I still have P.O. receipt of sending back but will have to dig to find it. Was at *********** PO. Technically I should be getting over ****** back , ***** gave me rash and sent all items back, 5 lbs worth as instructed. Thank you for your help. Reach me at email. ***********************.

  Business Response

  Date: 08/30/2024

  ***********************
  *******************************************************************************
  
  Date: 8/29/24
  
  Complaint ID: ********
  Account Number: *********
  
  Dear ****************,
  
  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 Perricone Cold Plasma Sub-D with the purchase of a Face & Neck Deluxe System 30-day introductory offer on July 17, 2023.?
  
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D via the website, TV infomercials,inbound sales phone line, print materials, product packaging and billing Customers making an initial purchase are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the auto-delivery program is provided on the website at the top of the page before an offer is selected; in the shopping cart prior to any personal information being entered and in the order confirmation email.? In addition, before customers may finalize their purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide." Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  On July 17th, your 1st shipment, a 30-day introductory supply, was sent for a total of $63.92 and charged in full at this time to the ****** account provided.
  
  Per the terms of your purchase, on August 16, 2023, your 2nd shipment, a full-size 90-day replenishment supply, was sent for a total of $271.70 ($14.97 s&h and $0.99 NJ sales tax) and charged in full to the ****** account on file.
  
  On August *******, per your request, your subscription was cancelled.  Information regarding the available 60-day Money Back Guarantee and return instructions was provided. 
  
  Unfortunately,our records do not indicate that any returns have been received to present date. Since it has been over a year since the orders were shipped or we have heard from you, we are unable to issue a refund without proof of return.   Our customer service phone number has not changed in several years.  Also, 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.
  
  Your Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  ****************
  Contact Center Operations Director