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Business Profile

Online Cosmetic Sales

Serums & Masks LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Cosmetic Sales.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 placed an order for a skin lightening cream back on June 16th. I never received the item nor did I receive a shipping notification or tracking information. I sent them an email, a ******** message and I left a voicemail for them at a number I found online. I've yet to get a response from anyone. When I go to their website and look up my order information, it still shows my order as being "unfulfilled".

  • Initial Complaint

    Date:07/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Tuesday, July 9, 2024, I ordered skin lightening cream from Serums and Masks. I found the company online when I search for a *** approved company that sells skin lightening cream. I was charged $103.20. I paid online with my ***** As of this writing, I have not heard from Serums and Masks, except for requests to buy more products which I have not and will not do. They have not provided me with a tracking number. Their website states free shipping of products within 3 to five days. I emailed Serums and Masks twice today at ****************************** asking for a tracking number. I called them twice today at **************. I did not receive any response from them. Their website states the phone number is a available 24/7, but no one answered. The 5th day of the scheduled delivery is Sunday, July 14, 2024. I seriously doubt that Serums and Masks will meet that schedule. I'm very sorry I ordered from them. After I could not reach them, and they did not respond to my outreach, I knew then, that I made a mistake. I'm going to notify my credit card company.

    Business Response

    Date: 08/05/2024

    The customer emailed us on July 12th and we responded to her on July 12th. She just didn't like the response. However we did respond to her within 24 hours of her email. She stated that we left off her apartment number and we told her the address comes through to us the way the customer enters the address, so if the apartment number is not there, it's because she did not provide when entering her shipping address. I also pointed out to her that as per our shipping policy stated on our website, processing times for orders are ***** hours and her order was not late. We as a company did nothing wrong, she was just a customer that behaved poorly and was very rude. We responded to her and her order was not late.  why here...

  • Initial Complaint

    Date:01/11/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order placed on 12/12/2023 for $120 for a capsule supplement. Received email on 12/13/2023 package was ready for shipment. On 12/14/2023, **** (******************************) showed is awaiting package from distributor, and nothing has changed since with delivery. I anticipated maybe a week and a half with the holidays. I inquired about shipment on 12/26/23, it took 2 days and an additional email to get a response. I provided ORDER #*****; no response. I emailed again after new year, they asked if I had tracked the package. I replied immediately with the yes and provided an image of **** site showing awaiting package. I have had no response since despite multiple emails. I filed a complaint with my credit card company as well. Nearly 4 weeks have passed with no product, no refund and no response from company.

  • Initial Complaint

    Date:01/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 this company's intimate lightening cream on September 20, 2023. Including shipping I paid $79.49 for everything. The company claims a money back guarantee within 60 days if the product doesn't work for you by the consumer sending photos and time stamps throughout the duration of the time the product is being used. I've emailed, messaged, and sent a DM to the company on Instagram a few times and to no avail no one has responded after I submitted my claim. My order number is #***** and I need my money back because this product did not work for me

Serums & Masks LLC is NOT a BBB Accredited Business.

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