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:11/15/2022

  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.

  I bought the LED mask from them. The mask does not work it takes hours to charge and then you only get about two uses out of it. I’m still Within the return window and they accepted the return under the stipulation that I pay to send it back to China! And forfeit my original shipping? That’s horrible. That’s not what they make the return sound like at all. It’s still under warranty and this is how they treat me, to pay to send it back to China is gonna cost more than the whole thing cost in the beginning

  Business Response

  Date: 11/20/2022

  Hi, Our apologies for the confusion on our policies. You initially requested to return the Mask under the 90-day Money Back Guarantee. Therefore, we assist you through the process and provided you the instructions on how to return the product. 

  However, we noted that you complained on the mask not working properly so we offered to send a replacement under your order's warranty. Kindly take note that we are not requiring you to return the item anymore but the warranty does not cover refunds. 

  We also clarified the differences between these two policies and offered the other option under the warranty if you do not want a replacement item.

  ****************************returns-warranty 

  The 90 Day Money Back Guarantee applies if you're not happy with the results and would like to return your item for a refund.  The return shipping is the customer's responsibility and the shipping cost is not refundable.
   
  On the other hand, the 12-Month Warranty applies if an item is faulty. As you've mentioned that the Facial Mask is faulty and only turns on for only 10 mins even after fully charged, we would be sending a replacement. Alternatively, we can provide you with a store credit for the same amount you paid for the item. 

  Business Response

  Date: 11/23/2022

  You initially requested to return the Mask under the 90-day Money Back Guarantee. Therefore, we assist you through the process and provided instructions on how to return the product.
   
  However, we noted that you complained about the mask not working properly so we offered to send a replacement under your order's warranty. Kindly take note that we are not requiring you to return the item anymore, but the warranty does not cover refunds.
   
  We also clarified the differences between these two policies and offered the other option under the warranty if you do not want a replacement item.
   
  **************************s/returns-warranty 
   
  The 90 Day Money Back Guarantee applies if you're not happy with the results and would like to return your item for a refund.  The return shipping is the customer's responsibility and the shipping cost is not refundable.
   
  On the other hand, the 12-Month Warranty applies if an item is faulty. As you've mentioned that the Facial Mask is faulty and only turns on for only 10 mins even after fully charged, we will be sending a replacement. Alternatively, we can provide you with a store credit for the same amount you paid for the item.
  
  Thank you for understanding. We will wait for your reply on which option you have selected. 

  Customer Answer

  Date: 11/23/2022

  The company will not give a refund unless I pay to ship the broken item to China then forfeit the original shipping and will not reimburse for the shipping to China. 
  they will only give me another one of these items or store credit, which is diminished by their insanely high shipping fees. I do not want anything except my money and shipping back and they flat refuse. 
  

• Initial Complaint

  Date:10/25/2022

  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.

  On October 1, 2022 I purchased an IPL hair removal device and a microderm needle roller. My order number was ******** and my total was $118.32.
  
  I tried to cancel my order, but was told I could return once received. Then my product never came. Tracking info says it was delivered, but it was not. My Apt has a hub locker for deliveries, it never came.
  
  When I contacted the company, they said it’s on me to figure it out, not them. I’ve never been told that for delivered items, and as a disabled woman I shop delivery A LOT. My Apt has cameras, two locker deliveries, and a front office. It never came to my door, to the office, or to my lockers.
  
  I want my refund or to have the products actually delivered.

  Business Response

  Date: 10/30/2022

  The customer's order has been marked as delivered but claims that she hasn't received it, yet. We already explained that we process and ship the items, but the delivery process is done by a 3rd party carrier service - USPS. We do not control this part of the shipment and the customer may submit a complain to the company regarding her missing package. We already offered an an exemption to ship a new order but the customer is not cooperative and still submits complain about the delivery status, which we already clarified. The package is ready to be shipped but we cannot finalize this until this complaint is open. 

   

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

  Customer Answer

  Date: 10/31/2022

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

   

  I was happy to accept the product being replaced until the company said that voided my right to return the product. I’ve been asking to return the product since the day after I placed the order. They said they had already shipped it but that I could return it once I received it. And then the product never came.

   

  I have NEVER experienced a company saying it’s my job to figure out a delivery issue, but I did everything they asked. Once they agreed to reship, I was happy, until they said it voided my right to return. The right to return is listed on their website.

   

  They’ve been so intent on not refunding the purchase that I’ve begin to think the product was not actually mailed. Either way, this company has been awful to work with.

   

  I know longer will accept the product. I want a refund.

  Business Response

  Date: 11/10/2022

  We are sorry to hear your disappointment.  Please note that your original order ******** was marked as delivered by USPS. Here’s the link we provided as a confirmation: 
  
  
  *********************************************************************************************************************  
  
  
  The 3rd-party carrier service confirmed that your package has been delivered. 
  
  
  We sent you a new set of items with a subtotal amount $104 out of courtesy. However, we cannot allow you to return any of the items to avoid fraud claims and requests. 
  
  
  Please note that aside from the delivery status,  there’s no other proof  if the package has been stolen or indeed delivered and received by someone from the shipping address you provided. 
  
  
  Thank you for understanding. 

• Initial Complaint

  Date:09/14/2022

  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.

  I received an email from this company offering me free shipping if I placed an order within 48 hours of receiving the email. I placed my order less than 24 hours later.
  
  I placed an order for a rejuvenation wand by luxskin.co. I placed the order less than 24 hours after the email I received from them. When I placed the order it refused to accept the free shipping code. I immediately contacted the company.
  
  First I was asked to send a screenshot of the email.
  
  Second after sending the screenshot I was told that the order needed to be over $100 for free shipping but that is not stated anywhere in the email.
  
  Third after repeatedly contacting the company and being largely ignored I was told that they have the right to change their offers at any time they want.
  
  In a nutshell, this is clearly BAIT AND SWITCH! I was BAITED into placing an order for free shipping and then the terms were SWITCHED without notice.
  
  I will be disputing this charge with my credit card company and refusing shipment when this order comes in the mail
  
  This company is deceptive, uses deceptive advertising, and utilizes bait and switch tactics.

  Business Response

  Date: 09/18/2022

  We apologize for the confusion on this promotion. Please be advised that the the FREESHIPPING code is no longer active when you placed your order.

  We provided you the other option on how to apply the freeshipping by reaching the minimum required amount. 

  Also, the details of the other option is clearly indicated on your cart before proceeding to the checkout page but you opted to proceed with the order even after reading this snippet on your cart and used a different code.

  Here's a screenshot we provided you for reference: ****************************  

  Only one promo/discount code is allowed per order and you already used the WELCOME code: *********************************************************************  

  We run a lot of promotions and we cannot reactivate it to ensure fairness to other customers. Unfortunately, we cannot apply any code or another code once the order has been placed and has been discounted.

  Thank you for understanding. Please feel free to reach out to our customer support team if you have other questions. 

  Customer Answer

  Date: 09/18/2022

  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.

   

  On 9/8/2022 at 5:57 PM I received an offer of free shipping if I ordered within 48 hours (See previous attachment). I placed my order 9/9/2022, less than 24 hours later (See previous attachment). However, their verification of my order was dated the same day, 9/9/2022 but the time was 7:16PM (See previous attachment). Regardless of how you look at it, my order WAS placed and accepted within the 48 hour timeframe that their email specified as the requirement to receive free shipping.  I deserve the free shipping that they offered. I am sorry I was unable to reattach the previous attatchemnts but they are on my phone and my phone would not allow me to proceed for some reason.
  
  

  This is BAIT AND SWITCH to get me to order. This is DECEPTIVE ADVERTISING because they will not honor what their own email says. This is possibly even FRAUD! They claim they have shipped my item which I still have not received. If I do receive it I plan to refuse the order and on Monday I will be in touch with my credit card asking them to dispute the charges to my card.

   

  Regards,
  
  
  
  ************** ****
  
  

  Business Response

  Date: 10/20/2022

  We checked the shipping status of your order and it shows that you have refused the package upon delivery by USPS. The package has not been returned to us and still in one of their facilities. 
  
  *********************************************************************************************************************

  Kindly reach out to USPS regarding the details on how to retrieve your package or request for a redelivery. 

   

  Customer Answer

  Date: 10/23/2022

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

   

  The Post Office has told me that upon return of the product to Lux Skin they in turn refused to accept return of the product. This issue is not resolved.

  Business Response

  Date: 10/30/2022

  We checked the status on the tracking page and it still hasn't changed to confirm that the package has been returned to us.Kindly provide us a screenshot of the conversation or claim number and details about the advise of USPS to you. We'll then reach out to our fulfillment team for advice. 

   

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

  Customer Answer

  Date: 10/31/2022

  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.
  

   

  One screenshot shows my refusal of the shipment on 9/20/22. On 9/23/22 shows the refusal by lux skin to accept the package back. 

   

  How can I return the product if they refuse to accept it?

   

  
  Regards,
  
  
  
  ************** ****
  
  

  Business Response

  Date: 11/11/2022

  Upon checking, our customer support informed you that USPS still has your package. As highlighted on the email, USPS stated that it cannot be sent back to the sender after deliberately refusing the package. 

  **************************** 

  The package was not refused from our end as it hasn't reached us yet (as shown on USPS status statement on the tracking page). Therefore, we cannot process any return request or refund. 

  Kindly reach out to them to redeliver the package to your package. Thank you for understanding. 

  Customer Answer

  Date: 11/16/2022

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

   

  The post office showed me proof that the company refused to accept the package back. I have placed this issue in the hands of my credit card company.

• Initial Complaint

  Date:08/30/2022

  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 purchased two items as a gift from this company and have yet to receive anything! Not only have the products shipped out late but there are no updates in the tracking and the estimated delivery date provided by the company has elapsed big time!! They haven’t even handed the products to the shipping company they just created a shipping label! I am highly disappointed and expect a full refund to be issued!

  Business Response

  Date: 08/31/2022

  Hi, 

   

  We apologize for the confusion with the information you see on the tracking page. 

  Kindly be reminded that with priority shipment, orders are shipped the following business day. Your order was placed on a Friday so your order was shipped on Monday. The information is based on the information posted from the carrier's page. The package is coming from overseas and it is not unusual that you cannot see any information until it is received by the carrier for local shipment. This can also take longer than usual if there's a delay with the movement of package. Unfortunately, we have no control over the delivery process so we cannot say for sure what's causing this. 
  
  You may also track your package here: *********************************************************************************9 

  The shipment is up to 9 business days from the date of shipment, so your order is still within schedule: https://ca.luxskin.co/pages/shipping-delivery 

  Rest assured that we will make sure that you get the order you paid for. Please feel free to reply to your email thread with our customer support team if you have other questions or concerns. Thank you for understanding. 

  Customer Answer

  Date: 08/31/2022

  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.

  I have paid for shipping and priority shipping at that! The maximum number of days has in fact elapsed with there being no updates, not even a single one on the whereabouts of my package, I want a full refund as even the shipping courier which I’ve called has informed me that they HAVE NOT RECEIVED THE PACKAGE so as Lux Skin continues to push the fact that they’ve sent the items they haven’t in fact sent anything. Once again I demand a full refund!
  
  
  Regards,
  
  
  
  ******** ******
  
  

  Business Response

  Date: 09/05/2022

  Our apologies for the confusion with the information posted on the tracking pages.

  As we advised previously, the updates are provided by the carrier service. Therefore, we have no control over the gaps and dates that are not posted on the page. We assured you though that it doesn't mean it is not moving. 

  Your package is within the processing and shipping timeframes (take not that weekends and holidays are not counted) and it is now marked as delivered: ********************************************************************************** 

  Please feel free to contact our customer support if you have other questions or concerns. 

  Customer Answer

  Date: 09/06/2022

  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.
  
  The items orders are damaged and do not work, I’ve sent an email requesting a refund please process it as this in top of the lengthy delivery time is completely unacceptable! It’s sue to the poor packaging of the products that where sent to me!!
  Regards,
  
  
  
  ******** ******
  

  Business Response

  Date: 09/18/2022

  We checked the details of the shipment and delivery and it shows that your order is within the timeframes we provided you (processing of order takes 2-4 business days and delivery takes up to 9 business days). The information is also provided on our website for reference. 
  
  The order was delivered on September 2 but we only received your complaint about the condition of the package yesterday. Please see our customer support's latest emails and the information we provided so we can review your new claim further. Thank you. 
  

  Customer Answer

  Date: 09/19/2022

  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.

  ‘I’ve sent them several emails since the date of receipt and the business has failed to respond to my messages. I took me threatening to sue for them to respond, I am expecting a refund to be processed in full.
  
  
  Regards,
  
  
  
  ******** ******
  
  

  Business Response

  Date: 09/25/2022

  Hi ********, I checked the details of your email threads and it shows that our team has responded to your messages and to this claim.
  
  You have been demanding refund from us even after the tracking pages shows that your order has been marked as delivered on September 2, 2022.
  Since then you sent us multiple messages of the same demanding but you only mentioned  your complaint about the products on your package on September 18 (more than 7 business days from the delivery date). We have been responding to your messages but we still haven't received the photos and details we requested from you. 
  
  Also, please take note that you mentioned on September 11th that you already filed a claim with your bank. Due to this, we cannot assist you further due to lack of information and ongoing dispute from your bank. 

  
  We are still responding to your message, so we please feel free to reach out to our customer support if you have other questions. Thank you for understanding. 

  Customer Answer

  Date: 09/26/2022

  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.

  ‘I’ve mentioned several times that I have not even received what I ordered, is that so hard to comprehend if you need me to spell it out at a 3rd grade level please let me know because I don’t know what is so hard to understand!!! I ordered both a led face mask and a hydro dermabrassion machine, neither of which I’ve received!!! Instead I was send a MIRCODERMABRASSION MACHINE!!! Not only did I not receive what I ordered but I received a damaged product which is why I am requesting a refund!!! Please let me know if I’ve made this issue clearer for you as it seems as though I’m communicating with a toddler, once again I’d like my money back as per the reasons stated above. Thank you!!!!!
  
  
  Regards,
  
  
  
  ******** ******
  
  

  Customer Answer

  Date: 09/30/2022

  You must be illiterate!! Please refer to my emails I’ve sent since this issue occurred that you guys have ignored for several weeks before finally deciding to respond to me!!! Had you taken the time to actually do your job and tend to the issue since it happened you would have all that information, I’ve sent pictures in the beginning so clearly my initial messages containing all of the required information where ignored!!! Hence the reason why you terrible people only responded to my plea for help over a month later! Now process my refund or I will file a lawsuit!

• Initial Complaint

  Date:07/24/2022

  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 decided to cancel an order the day after purchase. I messaged customer service twice with no response. Customer service did not respond until my order was shipped out and was “too late” for them to actually cancel the order because of their return policy. Now that I want to cancel my order customer service is refusing to respond to any of my emails. This business is a scam and stealing money from people like me.

  Business Response

  Date: 08/01/2022

  We are sorry to hear your disappointment because we are unable to cancel your order. Kindly be advised that your order was placed on July 19, 2022 and we received your request on July 21, 2022. We asked for your understanding that there's a limited timeframe for us to cancel the order in our system. Our processing and shipping timeframes are indicated on our website as reference if you are about to move out from the address sooner that you anticipated.
  
  Upon checking though, your order has been delivered by USPS - ************************************************************************************************************* 

  Customer Answer

  Date: 08/01/2022

  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.
  

  If you refer to my screenshot, my initial complaint was made on the 20th, the day after I placed the order and the company is now lying about that. This company is trying to scam me out of my money which is wrong beyond measure. They are now saying that it is delivered to the apartment that I no longer live at, so I couldn’t receive the package if I tried. I am beyond angry because their “turn around” to their shipping center is non existent, so to scam people out of money. All I want is a refund.

  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 08/03/2022

  We are sorry for the confusion. The timestamps are in GMT +10:00) and here are screenshots of your order and emails based on this timezone. 

  Email correspondence (first email received on July 21): **************************** 

  
  Order Timestamp shows that the order was placed on July 19 and shipped out on July 23 (within 2-4 BUSINESS DAYS processing times): h*************************** 
  
  
  The order as been marked as delivered by USPS on August 1, 2022 which is also within the 5-7 business days timeframe. 
  
  
  *************************************************************************************************************  
  
  
  Your order is still under the Money Back Guarantee so you may choose to return the item under this policy if you want a refund. Please send us an email and we’ll be happy to assist you with the next step. Thank you for understanding. 

  Customer Answer

  Date: 09/13/2022

  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.

  I requested to cancel my order less than 24h after placing it. Customer service did not respond in a timely manner and the package was sent out. I moved out of that previous apartment it was shipped to and that apartment complex returned it to sender. I have yet to receive a refund for the product I NEVER received. I have since reached out AGAIN to customer service and have had no response since August 28, and have sent follow up emails.
  
  
  Desired Resolution:
  Refund

  
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 09/13/2022

  Date Sent: 9/8/2022 1:32:43 AM
  We reviewed the details of your complaint and confirmed that we have been responding to the messages you sent us and here's a screenshot of the transcript as reference: https://prnt.sc/ayz8Udd6_ygA Kindly take note that you also have a copy of this information on your end. 
  
  You have provided this address for your order and we confirmed that USPS was able to deliver your order here: https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=*************************
  
   ******* ******, **** **** ****** ****** **** ********** *** ****** ****** ******
  ***** ******* ***** ********
  
  The processing timeframes and shipping timeframes are all provided on our website for reference. Hence, you are aware that the package will not make it in time but still placed the order on our website. The cancellation request was only received from you within 2 days from the date that you placed your order and we explained to you that we can no longer cancel your order this time. 
  
  Orders are sent to our fulfillment team's system automatically after placing the order and ware not physically located in our fulfillment warehouses. Therefore, we have a limited timeframe with processing cancellation requests and changes to the details. 
  
  Thank you for understanding. Please feel free to contact our support team if you have other questions or concerns. 
  
   

  Customer Answer

  Date: 09/13/2022

  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.

  Date Sent: 9/8/2022 1:57:01 PM
  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.
  
  As previously stated; my complex received the package, however, I had already moved out of my apartment by then. And as previously stated, again, my complex returned the package to sender over a month ago now.I have yet to receive a refund for the unopened package I never received.
  
  
  Regards,
  
  ******* ******

   

  Business Response

  Date: 09/18/2022

  We reviewed your email threads in our system and it shows that we have not heard back from you since July. Kindly reach out to our customer support team to assist you further with your returned package so we can arrange a reshipment of your order. We look forward to hearing from you. 

  https://tools.usps.com/go/Track****************************************************************************** 

   

  Customer Answer

  Date: 09/19/2022

  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.
  
  
  I have reached out to that team twice now tinge then and have still not heard back.
  Regards,
  
  
  
  ******* ******
  

  Business Response

  Date: 09/25/2022

  Hi, Kindly be advised that your order ******** was delivered on August 1, 2022. We have responded to your last email on July 25th and have not heard back from you since then.

  https://luxskin.co/apps/parcelpanel?********************** 

  Customer Answer

  Date: 09/28/2022

  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.
  
  It was not delivered. It was sent back. I NEVER received the package. I last emailed you a few days ago in the month on September.
  Regards,
  
  
  
  ******* ******
  

  Business Response

  Date: 10/30/2022

  The customer placed the order on July 19th and reached out to us on July 22nd to inform us that she will no longer be living on the address she provided for her order. All orders are automatically sent to our fulfillment system for processing and we are not physically located on the warehouse so we have a limited timeframe for processing cancellation requests. We already clarified this to the customer and informed her that we can reship the order to her destination address IF, the package is returned to us. 

   

  Please note that USPS delivered the package to a parcel locker on Aug 10th (based on the address provided for the shipment). Since the customer is no longer living on this address, it was then removed. Kindly take note that the sender's address on the page is not ours, our warehouse is from overseas. 

   

  https://luxskin.co/apps/parcelpanel?nums=WNBAA0201564562YQ 

  https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=********************************************** 

  Customer Answer

  Date: 10/31/2022

  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.
  per my multiple screenshots previously provided , I cancelled less than 24 hours after I had placed the order. The apartment complex marked the package as return to sender and it has since been returned. You should have received the package, unopened, months ago. Again, I NEVER RECEIVED THE PACKAGE. All I want is my money back at this point, please just give me a refund. It was sent back months ago and again, I never received the product, and at this point you’re dragging this on longer than necessary, and all I want is my money back for a product I never even received or touched.
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:07/20/2022

  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.

  Ordered rejuvenation wand on June 6th. Supposedly still in transit. I have sent 3 emails and im not interested in waiting anymore. This was supposed to have been a gift and its way to late now. I want my money back since i never received anything

  Business Response

  Date: 07/25/2022

  Hi *******, We are sorry to hear that you have not received your order, yet. Kindly be reminded that your package has been handed over to USPS and still with them since June 14th. Unfortunately, we do not have any control over their delivery process. Hence, we asked for you to check with them to see if the package needs to be picked up and if they need more information on your address. As we understand how frustrating this is for you, we went ahead and processed a refund as an exemption. A confirmation email has been sent to you via email.