Complaints

This profile includes complaints for Pure Skin Science's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pure Skin Science

  1520 N Camino Real #2 San Clemente, CA 92672

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  Pure Skin Science

  647 Camino de los Mares # 108-280 San Clemente, CA 92673-2825

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:02/24/2023

  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 first went here in April of 2021 for a groupon. I was happy with the service to trust them with other treatments for my skin especially for my Melasma (Which is hyperpigmentation on the face). I was 34 at the time and very much wanted expert help for my skin. ****, Recommend BioChemical Peel, I purchased a treatment plan of the 3 peels for ***** roughly and aftercare skin care that they make in house.I will add the receipt in the documents. The aftercare skin creams, lotions and oils has essential oils in them which inflamed my skin so bad I had to seek help from my sister in-law who is also at esthetician because they were closed for the weekend and opened on Tuesday. She was shocked by the ingredients in aftercare as lavender oil is a known irritant for the skin especially face. When **** finally got back to me she said oh you must be allergic to ************ so come in and we can switch it out. She wasn't concerned at all. Which was are flag but I didn't see it because I wanted to fix my skin so bad I was of had on blinders.After the peel, it healed but the hyperpigmentation was worse, way worse. Now I believe it was actually chemical ***** but at the time I believed it was Melasma and this was just part of the process. So I was patient,didn't do a peel until a year plus later. **** decided she would do a less aggressive peel this time, it healed fine.I received my last peel on Jan 27, 2023.**** went extremely aggressive on the peel. So aggressive to the point of why I'm writing the BBB.The aftercare of the peel was ok for 2/3 days and then I noticed the *****. It wasn't peeling, it was red with blisters on my forehead/checks.My skin now is so full hyperpigmentation everywhere especially where the infected skin was.I went in yesterday to resolve this issue but instead she insulted me, blamed me, didn't offer any restitution.She's a danger to community,joked that I should be a model for bad skin.I don't want any person to go through this.It's pure negligence.

  Business Response

  Date: 03/01/2023

  We have been in business in ************ for 28 years. Most of our clients have been with us on a regular basis for as long as 25+ years. We have helped thousands of people acheve their skin care goals and maintain them. Nobody has ever brought a complaint against us alleging that our treatments cause harm. To preserve the claimants privacy we will not share any details of her treatment plan. Our protocol for chemical peels includes a pre- and post peel regimen. These regimens were carefully developed to work with our peels for ultimate results. They are also designed to keep complications such as PIH (Post Inflammatory Hyperpigmentation, an initial darkening of skin after a peel) at bay. PIH is common. Statistically it happens in 47-65% of cases were chemical peels were performed. With proper treatment PIH will resolve. The post care regimen requires the clients to diligently use specifically formulated home care products and in-office visits. We offer these products and visits. In the past 28 years 100% of PIH cases were completely resolved when our protocol was followed. A thorough skin consultation is always conducted prior to initiating any treatment plan, during which clients are informed about the benefits, potential risks, the pre- and post care protocols. Although we have received very threatening communications via phone calls, text messages and social media posts, we remain professional and continue to offer our expertise to resove the claimant's issue. We also immediately agreed to issue the refund upon request. In order to finalize the refund process, the claimant must complete a refund request form with certain information necessary for security purposes. This form has been emailed to her 3 times so far, but the claimant failed to respond. We will issue the requested refund immediately upon receiving the completed form from the claimant.