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:12/09/2024

  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.

  Persistent and annoying ads from this company. I asked and requested the company to stop these ads. All to no avail. As soon as I delete one ad, another pops up in a nano second. This is causing me to make the decision never to buy this product.

  

  Business Response

  Date: 12/16/2024

  We apologize that you find our online advertising bothersome but unfortunately there is no reliable way that we can not prevent you from seeing any kind of advertising from us on the Internet. Just like when you watch TV and see commercials, there is no way you can 'turn off a certain commercial' you constantly see being advertised.
  

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22660170
  
  I am rejecting this response because: ************ chooses their marketing strategy. Many do so by registering with digital advertisers and also use cookies.  If you accidentally click on a product, you are immediately tracked by cookies embedded in your site. The lazy answer you provided is a poor representation of how you view potential customers. I am sure, the algorithms you use are a part of the plan for targeting emails. I do have a choice regarding commercial TV ads. I leave the room. Regarding email ads, I have a choice by using the many avenues available to me to block your ads.  I see you really do not want to address the issue, you provide a vague answer and an excuse.  
  

  your response indicates a greater determination to rid myself of your annoying ad and certainly will not purchase your product.  If a company is sincere about customer service, they would take steps to a least consult with your marketing team and see if you can make a better choice.

  Imagine, if every  customer began sending an avalanche of emails to you 24/7. 365 days a year for perpetuity.

  Finally, I am sure this response means nothing to you.  It was an exercise in futility to even respond.

  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/29/2024

  Your concern was indeed run through the marketing department, as we take every inquiry very seriously. Unfortunately, it is impossible to fully stop you from seeing all our ads. There is simply no button to press to do that.
  
  Hence, we originally used the TV commercial analogy. Surely, you can leave the room, but the advertiser can not prevent the commercial from appearing on your TV. Our response was not meant to brush you off; it was meant to merely inform you of the limitations.
  
  If you do see an ad from us in the future, you can take a screenshot and send it to *********************************** We can then create a support ticket with the advertising network to see if there is anything they can do. 
  
  However, we can not make any promises that this will be successful. We are just a small company willing to try whatever it takes to help. Your concern was not fallen on deaf ears I can absolutely assure you.

• Initial Complaint

  Date:12/04/2024

  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 keep getting unwanted emails although Ive contacted them to let them know I dont want them.

  

  Business Response

  Date: 12/17/2024

  The image in the screenshot of your inbox is not an email we have sent you, it is an online advertisement directly from ***. 
  
  We do advertise on ***, unfortunately we can not tell them not to show our advertisements specifically to you. 
  
  When you use *** free web mail you will see ads from other advertisers in your inbox when using their free webmail service. I have sent a letter our our representative at *** letting them know of your complaint and your concern. However, we can not control how *** serves ads on their website.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22642169
  
  I am rejecting this response because:

  Vibriance keeps sending me emails although I asked them several times to stop emailing me. They send ads that don't give you the option to unsubscribe and they don't allow you to send them to spam. I would never buy their products. PLEASE HELP. I'm getting inundated with their emails.

  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 01/29/2025

  These are not emails our company is sending you; these are online banner ads Yahoo is serving you because you are using Yahoo's free app to view your email instead of the default mail program on your phone. When you use *****'s default app, you are served ads directly by Yahoo.
  
  You can see they are marked differently than any emails sent to you...
  
  They are marked as 'ad,' and when you click them, no email opens up; you are simply clicking on a banner ad that takes you directly to a website. This concern is better routed towards ***** because this is an issue with ads they are directly serving you on their app. They may be able to help you opt out of seeing certain ads if you are tired of seeing ads from the same company.
  
  Here's a tip on how to stop seeing ads ever again when using Yahoo mail on your phone.
  
  You can access your Yahoo mail without seeing any ads if you use the Apple Mail application that comes with your phone instead of the Yahoo webmail application. From your screenshot, I can tell you are using an iPhone. Apple Mail is a program that comes free on your phone that allows you to view your emails without having to view any third-party ads that would be present on a native Yahoo app or webmail.
  
  Here are instructions on how to do that: 
  1)Open the iOS Settings app.
  2)Tap Mail.
  3)Tap Accounts.
  4) Tap Add Accounts.
  ***** Yahoo.
  6) Follow the prompts to sign in.
  
  These instructions were taken from:
  *****************************************************************************
  
  This would be a much better way to view your emails because you'll always see ads when you use the Yahoo application, if not from our company, than from other companies.
  
  We have reached out to Yahoo to see if there is any way we can stop showing ads to you specifically. Unfortunately, we have not found a working solution. So, we are trying to show you how to view your emails so that you'll never see any ads again from us or anyone else when accessing your emails.
  
  

  These are not emails our company is sending you, these are online banner ads yahoo is serving you because you are using yahoo's free app to view your email instead of the default mail program on your phone. When you use *****'s default app you are served ads directly by yahoo.

  You can see they are marked different than any emails that are sent to you...

  They are marked as 'ad' and when you click them no email opens up, you are simply clicking on a banner ad that takes you directly to a website. This concern is better routed towards yahoo because this is an issue with ads they are directly serving you on their app. They may be able to help opt out of seeing certain ads if you are tired of seeing ads from the same company.

  Here's a tip on how you can stop seeing ads ever again when using yahoo mail on your phone.

  You can access your yahoo mail without seeing any ads if you were to use the apple mail mail application that comes with your phone instead of using the yahoo webmail application. From your screenshot I can tell you are using an iphone. Apple mail is a program that comes free on your phone that allows you to view your emails without having to view any third party ads that would be present on a native yahoo app or webmail.

  Here are instructions on how to do that: 

  1)Open the iOS Settings app.

  2)Tap Mail.
  

  3)Tap Accounts.
  

  4) Tap Add Accounts.
  

  5)Tap Yahoo.
  

  6) Follow the prompts to sign in.
  
  These instructions are taken from:

  *****************************************************************************
  
  This would be a much better way to view your emails, because you'll always see ads when you use the yahoo application, if not from our company, than from other companies...

   We have reached out to yahoo to see if there is any way we can stop showing ads to you specifically. Unfortunately, we have not found a working solution on that. So that is why we are trying to show you how to view your emails in such a way that you'll never see any ads again from us or anyone else when accessing your emails.

  
  
  

• Initial Complaint

  Date:08/16/2024

  Type:Product 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 have ask Vibriance to stop emailing me because I am not interested in there products and they continue to email me every day two or more times . I delete the email and they turn around and email me again I email them back and put Stop emailing me and they just continue to email me over and over and I am sick of it

  

  Business Response

  Date: 08/16/2024

  I wanted to let you know that your email address, *********************** was removed from our system on July 23, 2024.
  
  Since then, you shouldn't have received any emails from us. However, if you did receive any, please forward them to *********************************** and we'll be happy to check if you're getting newsletters from other publishers. If thats the case, we can assist you in unsubscribing from them.
  
  I also took a look at your account history and noticed that after you opted out on July 17th (the day you clicked unsubscribe), you opted back into email marketing the same day by filling out the pop-up form on our site, requesting a 10% off coupon. Anytime you fill out that pop-up with your email address, it triggers the system to send a coupon code to your email.
  
  Rest assured, our company hasnt sent any emails to ********************** since July 22nd. If you have any other email addresses youd like to remove from our system, please let us know, and well take care of it for you.
  
  If you did receive any emails from us after July 22nd, could you kindly forward them to ***********************************
  
  This will allow us to investigate further. As mentioned earlier, you might be subscribed to other newsletters that are promoting Vibriance, but we can only help you unsubscribe from any third party newsletters or e-magazines if you send us the emails you're receiving.
  
  For example, if you're subscribed to a particular e-magazine that features Vibriance, we wont be able to remove you from their mailing list because those emails arent coming directly from ***
  
  Were here to help, so please forward any emails youve received from us or others mentioning Vibriance to *********************************** That way, we can assist you further.
  Thank you for your understanding!
  
  Best regards,
  
  ****
  Vibriance Support Team

  Customer Answer

  Date: 08/17/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/01/2024

  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 received products that I didn&#**;t order and now I am on the hook to pay for them. I would like my money back.

  

  Business Response

  Date: 07/02/2024

  Customer placed this order on June 9th. She purchased 1 bottle of ************** The ** address the customer used when placing this order shows  it was placed on a device that was located in her billing address at the time of order. The item purchased was delivered to her billing address on June 13th.  The customer called in yesterday (July 1st) and and requested information on how to return her order stating she never received the item.

  Customer was given return instructions and was instructed to return her item for a full refund. Per our return policy customer needs to return their items to receive a refund. As a courtesy we are issuing a full refund even though the customer never returned their purchase and the item was confirmed delivered to her billing address using a device with an ** address that showed she was in her billing address when making the order.

• Initial Complaint

  Date:03/16/2024

  Type:Service or Repair 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 just saw an ad for Vibrance on my phone,in which there were supposedly before and after shots. The first looked like a person of color with some dark spots, the next seems to have been altered. It shows the same face but several shades lighter overall. I have two problems with this --First I find it very hard to believe you can actually make a person of color look white and secondly it seems so rude to suggest that the white complexion is better. I Won't be buying the product. I do not think companies should be able to have such misleading advertising, so this is just a consumer ******************. Which means I am not sure it meets your guidelines. What can be done about false advertising then?

  

  Business Response

  Date: 03/18/2024

  We have reached out to our third party advertising agency to remove this ad from the internet. We are not trying to convey that women of color can use this product to achieve a whiter complexion. The advertised serum is designed to reduce the appearance of age spots, hyperpigmenation, and sun damage. It has nothing to do with race nor do we believe that white complexion is Better. Thank you for alerting us about this issue so we can get this ad removed from the internet. The last thing we were trying to do was offend anyone and after reading your complaint we now see how this ad could have came off as offensive and will promptly remove it.

  Customer Answer

  Date: 03/18/2024

   
  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.  I am impressed that this process actually worked and so quickly! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising 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.

  Fraudulently charged my account. I didn't order whatever these products are.

  

  Business Response

  Date: 02/11/2024

  These charges are from June 3, 2023, this is over 250 days ago. This customer came to our website ************************** and purchased 1 bottle of Super C serum, 1 bottle of Retinol Serum, and 1 bottle of moisturizing cream for a grand total of $116.64. Two days after she placed this order she emailed our customer service department saying she wishes to cancel this order because "she heard bad things about our company" The customer was advised the items already shipped and that she could return her products for a full refund. There has been no further contact since then. Our money back guarantee specifies that customers must return their product for a full refund and the email correspondence clearly states the customer was aware this order was placed last year. I have included attachments of our email correspondence with customer and her original order.