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:06/24/2025

  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 ordered this product on June 12, 2025. It came, I used it one time, and then put it away for a few days. As I went to go open it to use it again, the top of the blade was somehow stuck in the cap, which I don't even know how something like that happens without a design flaw. I have reached out to customer support and they keep demanding more and more videos/ photos of the issue after I've already sent it to them and they are now ignoring my request for either a replacement or a refund. There is no logical reason why it broke after one user unless there was a design flaw. I feel ripped off and disrespected that they won't even work with me to come to a reasonable resolution.

  Business Response

  Date: 06/26/2025

  Dear BBB Representative,
  
  We are writing in response to the complaint filed by Ms. ********** ******* regarding a product purchased on June 12, 2025.
  
  We take all customer concerns seriously and are committed to providing a fair and reasonable resolution. Upon reviewing our records, we found no email correspondence from ************************************* the issue. To support this, we have attached a screenshot of our inbox filtered by her email address, showing that no messages were received. It is possible there was a technical error or the emails did not reach our system.
  
  That said, we want to ensure ************************************ the assistance she deserves. We have advised her to visit our spa so that we can personally assess the issue and provide a replacement product at no additional cost. Our team is more than willing to assist her in person to ensure the matter is resolved to her satisfaction.
  
  We value our customers and take pride in offering both quality products and responsive customer care. We hope ******************************** allow us the opportunity to resolve this situation directly.
  
  Thank you for your attention to this matter. Please feel free to contact us if further information is needed.
  
  Sincerely,
  Dermave Spa

• Initial Complaint

  Date:02/06/2025

  Type:Billing 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 went to get a facial done and they offered me more services for my body and I told them I wasnt going to be able to pay for it and so they offered me a loan and since I wasnt interested of getting the bodywork done, I told them to cancel the loan and they said I would have to call affirm loans when I called them and I explained to them the problem they told me to go back to the spa and when I went there, I tried to pay for it, but they said no I could not pay for it. I have to pay the loan first, but I never signed up for the loan and they refused to cancel it and recently, they send me a mail telling me if I dont pay for it. Theyre going to charge my credit score and ever since then Ive been trying to cancel the loan but they would not let me, they told me to pay they loans even I didnt use them money they always sent me a email to pay $117.85 every month until I finally paid $2,070.92 I didnt use them money.

  Business Response

  Date: 02/17/2025

  This statement serves to confirm that an attempt was made to contact Ms.******** Jeand to address her concerns. We proactively reached out to offer assistance to resolve the matter through direct communication; however, as of this statement, further discussion has not been completed due to her unavailability at this time.
  For her reference, we have included a copy of her client agreement for review. If Ms. ******** requires any further clarification or assistance, we encourage her to reach out at her earliest convenience.

  Customer Answer

  Date: 02/17/2025

   
  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.
  
  Hello, I got your message, after I filled a complaint you guys texted me saying what will we both do to resolve the problem. Every time you guys call me Im either at work or school. Today I texted you guys Im off Friday so we can resolve the problem and so I can pay for the first facial I asked you guys do you want to talk person to person or on the phone, you guys said no and to come do a facial I dont want to come back for another facial I just want to pay for the first facial and I didnt take a loan for the facial I was going to pay for the first facial with my card the same day but you guys said not to and you were going to bill me the amount but never told me when or on what platform Im ready to pay the first facial but you guys want me to pay the loan when I DID NOT use the loan affirm isnt stopping sending me messages call me a delinquent for no reason because you guys didnt cancel the loan that I said I didnt want.

  Sincerely,
  
  Nazeline Jeand

• Initial Complaint

  Date:12/13/2024

  Type:Billing 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.

  I had an introductory facial done by ****. I was happy with the work she did and the manager met with me and signed me up on a program. He promised me all these different products and special facials would be done and I explained to him. I only want to use Luba since she was wonderful.I booked a facial a month out only to receive a call a day before that **** would not be available and I could book with someone else. I told them I wanted to book with Luba so I booked another two weeks out. They called the day of the facial and said she was not available and I could use someone else. I told them I did not want to use anyone else because I have very sensitive skin and Luba Was the only one that was familiar with my issues. They never rebooked me with her and I called five times and didnt get any callbacks. At this point, I wanted to cancel the contract and told them I do not want to come to their Spa anymore. They refuse to review my contract with me and said I must pay even though I have not received any services.Because of hurricane *****, my house and car were completely destroyed and I had to move away, so I am now not even near this spot and they said they dont even have one near my new location but I can make the drive to them. I want to cancel this contract and I will pay for services rendered which I already did.I went to meet with the manager ***** and he promised he would take this to corporate office to review my concern. Two weeks went past with no calls and Im getting bombarded from calls from affirm telling them I have a delinquent . I walked into the salon on Friday December 13 and ***** was there and said nothing will be done and I must pay my contract. I asked why he had not called and he said he didnt need to.I asked to be let out of this contract because of the poor service I received, and because I no longer even live near the spa because of the hurricane. Theyre refusing to work with me.