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:05/28/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 bought 7 products from this company they only delivered one product the Microfusion kit. And they mark as full delivery on the website. I have emailed the company 3 times with zero response back. And I only have the amount of money I have spent cause they hide the list of products that I have bought. It is such a scam. I want my money back. I am very disappointed.

  Business Response

  Date: 05/29/2024

  This item has been shipped in a separate package for protection and marked delivered yesterday. 

  ******************************************** 

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  where are the rest of the products ?
  
  
  Regards,
  
  
  
  ******** *******
  
  

• Initial Complaint

  Date:04/07/2024

  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 ordered an *** ***** **** ******* ******* on December 28th, 2023. It is now April, I still have not recieved the package or a refund. I reached out to the business asking to cancel the order within 15 minutes of making the order, and I was told they would forward my email to their fulfilment team. I have since not heard anything, and to this day when I check the tracker they sent me for the package, it still does not say delivered. Certainly if the package was actually going to arrive, it would’ve by now. I Intended to send the device back to the company when i recieved it, but since I haven’t recieved it I would like to ask for a full refund but am afraid I will be met with no response as I was when I had my email forwarded to their fulfilment team.

  Business Response

  Date: 04/17/2024

  Our apologies if you haven't received your refund. We have forwarded this to our finance manager for reprocessing. Your refund confirmation email will be sent to you within 24 hours. 

  Customer Answer

  Date: 04/18/2024

  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. 
  
  
  
  Regards,
  
  
  
  ******** ******
  

• Initial Complaint

  Date:03/31/2024

  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 was looking for a laser hair removal device and came across this company after searching and finding abnormal prices. I decided to buy this product after looking on the LUXSKIN page, advertising that they have a 100% money back guarantee. Once I bought the item, it took about 15 days to ship which was longer than what they said it would take (13 days, about). When it arrived, I wasn't notified, I found out because my mom checked the porch and found the box with my name. When I opened it, the box was damaged, but the product was WORKING JUST FINE. After using it and being unsatisfied, I decided to buy a different product. I tried returning this item for a refund via email (that is the only way to contact this company) and after waiting 2-3 days for each individual response from an employee (verifying the item was not damaged, just the box), I was only offered store credit or exchange. I was infuriated because I spent $60 for this item, fully thinking I could get a refund after looking at the "90 day 100% money back" guarantee. That didn't mean what you think: it meant you could only exchange or get store credit for the item. So, when you buy something from them, they will not give you your money back. Because returning is the customer's responsibility, I'm going to lose another 20-30 dollars for shipping the product back to China. Absolute scam. You need to really dig deep to read this company. I had to go as far as ****** to find its bad reviews because they block all of their one and two star reviews and get sent a link by that same employee to find out that the 90 day money back is deceiving. I'm trying to find good products that they have because I'm left with no choice but to get back store credit. My bank couldn't do anything about it either. I wish I did more exploring... or, I wish companies would just be honest.

  Business Response

  Date: 04/01/2024

  We reviewed the details of your claim and our system shows that you reached out with an intent to return the item for this reason - “found a better device “
  
  
  Screenshot of your emails showing this: ****************
  
  
  We then assisted you with the return process and clarified to you that the Money Back Guarantee doesn’t cover refunds as stated in our website:
  
  ****************
  ****************
  
  This information is indicated on our website for reference. This includes non-provision of return labels, so you were informed to cover the cost. Please note that you have an option not to proceed with the purchase if you do not agree with the coverage of this policy.  
  
  
  The dent on the box was clarified, and you were also given the approval to proceed with shipping the item back. 
  
  
  Thank you for understanding. Please feel free to contact us again if you need further clarification with the return policy. 

  Customer Answer

  Date: 04/01/2024

  You hide those requirements. I had to get off of your website to find that out, searching it through ******. Also, while ordering, I was not aware of those requirements. All I was met with was the "90 day MONEY BACK guarantee." I know everything I said to you. But I didn't know the return policy until it was showed to me through email, AFTER my purchase. So if you still have "refund" or "money back" on your website, REMOVE IT. It's completely deceiving your shoppers which will cause a lot of angry customers such as me.  
  
  
  
  ***** ********
  

  Business Response

  Date: 04/02/2024

  Kindly note that the requirement about the condition of the item is also indicated on our website. As advised previously, your return request was approved after informing us that the state of the package was due to the handling from shipment. We are sorry to hear your disappointment that you missed checking the policies before proceeding with the order. Please note that it is the consumer’s responsibility to check these, and we cannot override the policies to ensure fairness to other customers.  Thank you for understanding. 

  Customer Answer

  Date: 04/05/2024

  LUXSKIN,

  How about you just put, "No refunds: Store credit or Exchange options available after purchase." in your website? Because after navigating your website, I can't find the return/refund policy page. I don't know if it's blocked for me, but I can't find the 90 Day money-back guarantee AD either. Customers shouldn't need to exit your website and open it up again just to find another webpage. Also, stop blocking your bad reviews. People need to read them to figure out their best preference. This is my last response and interaction with this company. 

  
  
  
  ***** ********
  
  

  Business Response

  Date: 04/05/2024

  Kindly check on your browser's setting, as we have cannot identify the reason why you are unable to open these links on your end. We have not received any other report from other customers about the same error. 

  ****************
  ****************

  As advised previously, all information regarding the coverage of the policy is indicated on our website. It is your responsibility as the customer to check the coverage before proceeding with your order. Unfortunately, we cannot process your demand as it would be unfair to other customers. Kindly reach out to us via email if you change your mind and want to proceed with the return. Thank you for understanding. 

  Customer Answer

  Date: 04/12/2024

  I'm closing this case. I keep revisiting your website but you still continue to hide those links. I'm done reading your copied and pasted responses constantly. I know my responsibility as a customer... but not at this website. You guys like hiding your stuff unlike other websites, who HIGHLIGHT their return and refund policy and DO NOT HIDE anything from their customers. 

• Initial Complaint

  Date:03/10/2024

  Type:Delivery 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 placed an order ********** for a led mask on February 7th. This company took payment but never shipped me the product. It’s 3/10/2024. I want a full refund. Also, it looks like they put fake reviews up on their site so it will fool customers like myself into purchasing items. Upon further review, I read a large amount of negative reviews for this company.

  Business Response

  Date: 03/21/2024

  We are sorry to hear your disappointment that the package has not been delivered, yet. We processed and shipped the order within the timeframe, however, we have no control over any delays from the carrier's end. 

  We responded to your email informing you that the carrier may have lost the package, or delivered it without further update on the tracking page. Please note that we offered to reship your order but has not received your confirmation to proceed. 

  Here are the links confirming that your order is already with the local carrier and we shipped your order:

  https:******************************************************* 
  https:**************************************************************************  

  Last response: **************************

  Kindly send us an email to confirm the reshipment. We'll wait for your reply. 

   

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:10/23/2023

  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.

  I purchased a LED mask and shortly thereafter, it failed to work. When I reported it to the company, they demanded that I take a video of it despite the fact that I explained to them that I couldn’t record.

• Initial Complaint

  Date:08/18/2023

  Type:Delivery 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.

  Item purchased on 8/3/23. Order #********* Items purchased: LUX led Rejuvenation ($49),
  Skin Bundle ($0), Protection ($2.99), total: $52.19. Delivery was between 8/12 and 8/19. On 8/16, i received a email at 8:30 pm the items were delivered. I immediately went out to get them. No items to be found. Four yrs ago I signed up for a service offered by the USPS for a notification of mail. Every delivery day USPS sends out a notice of what's arriving with pictures. I then checked the email from the USPS and there was no delivery from LUX to me that day nor did the post office receive any packages from LUX to be delivered. Per instructions from LUX if package was not delivered, to notified them. I did so right away on 8/16 at 9:30 pm. I again sent another email on 8/17 requesting information on the package. I tried to retrieve copies of those emails from LUX but didn't know how to using their system. Bottom line, the items were not delivered and i believe, never shipped! After reading the complaints from other customers, this is not the first time this type of thing has happened. I would like my money refunded. I want no other dealings with this company as i think they are scamming people

  Business Response

  Date: 08/19/2023

  Hi, 

  We checked our system using these information but we have not received any email or message requesting for assistance regarding order *********

  ******** ******
  ***** ******** *** ***** ** *****
  ******* ****** *** ********
  E-mail: ***********************

  Your order was placed under **** *********************** and the confirmation emails were sent to the same email address. Here's a screenshot showing the timestamps in our system: https*********************** 

  Additionally, the USPS tracking page shows that your order has been delivered: http****************************************?************************************************************************************** 

  Shipping address:
  ******** ******
  ***** ******** **
  **** ** *****
  United States
  
  The carrier services usually notifies recipients based on the contact information provided on the shipping address. However, you did not provide a phone number.
  

• Initial Complaint

  Date:06/05/2023

  Type:Billing 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.

  This order was cancelled a month ago and I was charged again. Received product I didn't order I want my account credited back. I want to return this product. They need to cancel any further orders as per our previous conversation.

  Business Response

  Date: 06/06/2023

  Hi *******,

  We are sorry to hear about the charges. However, there's no order showing up in our system using these details you provided. 

  ******* *****
  *** ****** ***** ****
  ********* ** *****
  Daytime Phone: ###-###-####
  E-mail: *******************

  Can you please provide the following, so we can check again?

  * Full Name, email address, and shipping address you provided on any of your orders: 

  * Quantity and name of the items you were charged with recently:

  * Screenshot of the transaction: 

  Also, please note that our company doesn't keep any payment details. All orders are shipped after a customer submitted and paid the order manually on our website - we do not offer subscriptions. Therefore, it's possible that you are complaining about a different company with similar name like ours. 
  
  Otherwise, please provide the requested information and we'll be happy to search our system again. 

   

• Initial Complaint

  Date:03/08/2023

  Type:Delivery 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.

  When I looked for adress to return item it was an adress in the the us I was happy. Then they said do not send to that ADRESS because it's a whearhouse . How convenient.But it was the address ion the return. I should have sent it their it would have saved me a lot of unnecessary high shipping to China. They knew what they were doing. The phone number attached vto the China adress with the contact name is bogus!!!! I spent ,71.00 total on the wand 7.00 for shipping not bad.But these criminals said don't send back to the address in the US!!!!!,yea because the company wanted to cheat people out of the money that was spent on the product and make a profit. Lousy company. I want my shipping cost back!!! 30.00 for shipping what a scam

  Business Response

  Date: 03/10/2023

  Please be advised that we have responded to the same claim under complaint #********. Wherein you posted: 

  
  'This company is awful. Kept sending emails to request return address playing games after I told them I sent pictures of item purchased. They finally sent address but it's too long it's bogus Can't put address on a shipping envelope.Fif anyone have this problem,.I've had item only 2 weeks and I kept sending emails only for them to be undeliverable finally sent to Facebook waiting for reply sending back to China is going to be not cheap but paid 7.00 for shipping .I can't go to post office to send this back because the address looks bogus and way to long"

   

  Kindly look into our response to the other claim to avoid duplicate entries and confusion. Thank you!

   

   

   

• Initial Complaint

  Date:03/05/2023

  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.

  This company is awful. Kept sending emails to request return address playing games after I told them I sent pictures of item purchased. They finally sent address but it's too long it's bogus Can't put address on a shipping envelope.Fif anyone have this problem,.I've had item only 2 weeks and I kept sending emails only for them to be undeliverable finally sent to ******** waiting for reply sending back to China is going to be not cheap but paid 7.00 for shipping .I can't go to post office to send this back because the address looks bogus and way to long

  Business Response

  Date: 03/09/2023

  Our apologies if you have not received an instant response to your emails. We would like to assure you that we have no reason to play games with our customers. Emails are addressed in chronological order and no email will be left without a reply. Following up before receiving a response, or creating multiple threads causes these emails to get pushed back at the end of the line which can prolong the response time.
  
  
  The return address and instructions been provided to you through email and ******** as you reached out to us on both communication channels. The address we provided to you is the same as what we provide to all customers going though the return process. We have no reason to provide a “bogus” address. There are addresses in the countries that are longer and more complicated that in the US. Kindly ask of your local post’s assistance if you are having issues with writing down the address.  
  
  
  Thank you for understanding. Please feel free to send us an email if you have other questions or concerns. 

• Initial Complaint

  Date:01/04/2023

  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.

  Company advertises this as a laser hair remover. It is not a laser hair remover. It does not even have lasers. It's an electronic razor, and a terrible one at that. They gave false product information. They also must use the same product under a different company name, becuase the product they sent me was Yes! Brand and not Luxxy as shown in pictures.

  Business Response

  Date: 01/21/2023

  Hi *********, We are sorry to hear your disappointment with the product you received. However, we couldn't find any order associated with the information you provided on your complaint. Can you please provide your order number number, the full name and email address on your order, and a photo of the item you received to our customer support email address - **************? We'll be happy to check this for you.