Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On May 30th 2024, me and my parents went to thier shop. So after testing the products with Shovi and ******** we first paid $328.50, then $109.50, $4447.89, $3504 and 2998.11.Before we packing up, ******** knows i have a fiancee out of the country, and will move here in months, so he said why dont I purchase another set for her, i told him my fiancee have sensitive skin and eczema, he said i can purchase now and if it is not suitable for her, i can always bring it back. During the whole sale, both sales never metion one time about thier no refund policy in 5 different transactions, and at the corner of where i sit, there is no refund sign that i saw, and they took payment from my sit.After all transactions done, he gave me a waiver to sign, i ask about what if my fiancee cant use it, he said i can always bring it back, again, not mentioning about no refund and exhcange only in 14 days, at that time i trusted him.However, after i message my fiancee the next day, she said she tried the products before and had rashes.So on June 2nd 2024, i went to the store, and he admitted that he didnt mention about their policy because he was too excited for us. however, even it was all separate transactions, he put all of them in one receipt, and he said the system cant let him do that and i have to contact the boss.After back and forward with customer service on email, they now blame me for not seeing their 5 signs at the store, not reading the receipts in details word to word, and i sign the waiver, i should cancel the transaction before i left.So my point is,1) waiver suppose to sign and explained before transaction, not after all the transactions.2) if i know exchange only, i will not buy the products since it takes at least half year for my fiancee to be here.3) different staffs staple the credit card receipts the same way on top of the products receipt to cover the no refund, exchange only stamps, one time is coincident, two times is common practice.

• Initial Complaint

  Date:02/25/2023

  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 am reporting this company because they excepted payment from a person who they asked Identification from and was clearly not the Card Holder. On February 6, 2023 my girlfriend made three transactions in the amounts of $109.50, $164.25, and $2,737.50 a total of ******** at Rachels Best Soap using my Master Card without my authorization when I tried to return the products, they told me they have a no refund policy and they said they had a copy of my girlfriends ID and told me they always make transactions like this. I was asking that they refund me because they knowingly excepted payment from the person who clearly was not the authorized name on the credit card and they were breaking the law. I was told in a very rude way NO! and they would not except the product back or refund me and I should go to court because they are not breaking law. (Someone could find a wallet and use a credit card it at this location without any problem and that should be looked into). They knowingly charged my card without my consent and took advantage of the opportunity to get as much money as they could. My girlfriend also told me after she made the first purchase the girl said, "oh you have a master card" and took a while after giving it back they offered her a discount by using "their own personal store credit" on the Perfectio X just because she had my Master Card, she had said no and they came back not one but three sales representatives ******, ****** and ***. We still have everything that was purchased with my card. (Please see attachments) I made a complaint with my credit card company but because I have the product and the receipts, they said Master Card cannot cover it they advised to make this report because fraud was perpetrated and knowing allowed by this company and maybe other people have also been taken advantage of. Please help hold this company accountable for the fact that they are allowing fraud to be perpetrated by asking for Identification and making copies of peoples ID to try and scare the consumer and trying to say that they are not breaking any laws.Thank you!******************* ************** Please contact me if you have further questions.

  Business Response

  Date: 03/14/2023

  Very unfortunate and we are sorry to hear that this person who never came to our store is calling the company a fraud when he know that we are not a fraud.  He knows that he was denied any refund by the credit card company who specifically advised him this was not fraud and cannot be charged back. This is because the costumer who purchased the product, apparently his girlfriend, specifically wanted to buy the products and was very happy with the products. However, it appears that even though he fully authorized her to use his credit card and in fact used it on many purchases, he has now decided what she can or cannot keep.  He should know that as a business, we are highly sensitive to credit card fraud.  However, due to the store's policy there are no refunds only exchanges and based on ********** laws to protect privacy of the consumer, we are not allowed by law (Civil Code Section *******) to ask for or to make it a condition to purchase, to ask for identification.  Moreover, we did not at all know that the name on the identification his girlfriend provided us, did not match the credit card name because again, we cannot ask to see or copy the credit card and then not allow the purchase.  Here, ****************************************** came to our store, used a master card to make purchases for products that she wanted.  We did not cross-reference or ask to cross-reference her identification and the name(s) on the card and to this day do not know if she is also named on the card or any authorized user of the card.   We did not commit any fraud and would never process a purchase without the cardholder's permission and consent, which we had and which Mr. ******************** in his complaint himself admits. We had full permission to charge the card by the person using and holding the card.  His girlfriend knew exactly what she was purchasing and that she would not be able to return / get a refund for these products for health and other reasons, not only because it is posted in our store (5 signs of the policy around the store), but because it was explained to her in detail.  Unfortunately, he did not approve of his girl-friend's purchase and then decided to come to the store to return them claiming "fraud" when he knows this was not at all fraud.  If businesses were asked to refund all purchases simply because parents, spouses or others who allow others to use their credit cards, claim they did not "authorize" the purchase, then we would not be able to both follow the law (i.e., not check identification, Civil Code Section ****) and accept credit cards.  Therefore, in order to allow the use of credit cards, credit card owners are the best form of protection and they should not allow girlfriends, spouses or others to use their card. When they do allow them to use their card, it is in and of itself, authorizing the purchase.  We are sorry to hear that ************** did not approve of his girlfriend's purchase, but he should also realize that when he gave his girlfriend his credit card, he allowed her and authorized all purchases she knowingly made and will make with such a card.  Thank you.
  

• Initial Complaint

  Date:10/15/2022

  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.

  On 8/29/22, I purchased face creams for $273.75. On 9/1/22 I tested the products on my forearm before putting them on my face. The cream burned my skin. I went to the store and requested a refund and I was told that they don't provide refunds, I demanded a refund and told them that their products burned my skin. Then she said that she would give me a refund, and she did. However, they are sneaky and they "manually" charged be 273.75 on 8/31/22, without my consent or authorization.
  
  I have no goods/services from this company, however they charged me $273.75. I disputed this with my credit card company, however since the store has a "no refund" policy, they cannot assist.
  
  This company is fraud, the face creams that they try on you during your store visit is not the same as the one you buy and take home. They are professional scammers as they "manually" charged me $273.75 without my consent and on purposely "manually'. They backed dated the transaction to 8/31/22 so that my credit-card company gets confused. That is exactly what happened, the system refunded me for 8/31/22, but would not refund me for 8/29/22 because of their "no refund" policy. They are unwilling to refund me for the products that I returned on 8/29/22, even though they burned my skin. They should be incriminated for using my credit card without my authorization or consent!
  
  Do your research before purchasing anything from them, they have several complaints; I should have done this while at the store before buying their products.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/27) */
  We have costumers information kept in the system with their agreement to open them a profile in our system. We do not charge costumers manually, since we MUST have their PIN code or their signature on merchant receipt. Every costumer is aware of the policy we have by the staff that was helping them. We also have 2 signs of the "No refund, exchange only within 14 days". Costumers get 2 copies of the policy on their receipt as well as the staff who help received signed merchant copies by the costumers. All testers are THE SAME as the products that we carry! We do not scam the costumers and give them a different product then the tester. This costumer signed a clear signature on the merchant copy, also we have cameras that record as we also have a sign at the store that mentions that it's being recorded for purposes like this! Nothing is being done without costumers agreement! This is not a scam! No one will take no one's card and charge without their agreement! And we do have all the proofs in cameras.
  Will be