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:01/06/2025

  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 made a purchase online with PP for a tattoo machine and battery pack. My order was placed on 11/152024. On 12/4/24 I requested a cancellation of my order as I no longer needed the items and I received an email from support the next day that a refund would be processed within the next 2-7 business days. As of today 12/30/24 I have not received my refund or any reflection of this cancellation to my Affirm account whom I made the purchase through. Affirm is still continuing to charge me for this loan even though I have cancelled it. I would like someone in support to look into this matter so that I can remove this open loan on my account as I no longer wish to continue to be charged for something I dont even have.

  Business Response

  Date: 01/06/2025

  This was already refunded. The day you put in the request.

  Customer Answer

  Date: 01/06/2025

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

• Initial Complaint

  Date:12/18/2023

  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.

  On 11/27/2023, I ordered several nose rings in various colors from the company and paid in full the amount of 74.62. I rec'd notification from the company several days later that my pkg had been delivered, but I had not rec'd it and when I tracked it, the post office showed it was still waiting to receive the shipment from the business. I contacted them back and opened a case. Over the next several days I would receive more emails saying my pkg arrived and I'd open another case. I never recd answers to ANY of these cases to date, even when I finally DID receive 1 pkg containing only 2 rings that weren't even what I had ordered and was emailed a 35.00 store credit!
  I opened cases #******, ******, ******, ******, and ******. I asked for a refund several times. I have not once heard from anyone from this company about the mess up or my refund or even an apology. Horrible customer service.

  Business Response

  Date: 12/19/2023

  Hello!

  Thank you for bringing this to our attention. As you can imagine - it is a very busy time of year, and my department is a little behind on cases.

  We have actually reached out to this customer yesterday, as she has opened several cases with us.  We apologized for the late response, and we were finally able to connect all of her cases.  She had several issues, and we worked to reconcile with her.

  I reached out to let them know that we are sending a full refund.  This situation was confusing on our end due to so many cases being opened, and having more than one person attempting to work on them.  We are aware that this must have been extremely upsetting. 

  I saw that they were granted a store credit prior to the items shipping, as they were Out of Stock.  That is not unusual, however there were multiple cases with various concerns.  This lead me to find the additional cases - and from how the information was provided, the following happened:

  1.  They placed an order with us on 11/25 totaling 74.62 - including shipping and taxes
  2.  Order was fulfilled on 11/30
  3.  Several items on the order were Out of Stock, so they received an e-mail and a store Credit for those items
  4.  This e-mail was sent to them on 11/30  
  Thank you for your most recent purchase with Painful Pleasures!
  The fulfillment department was in the middle of pulling your order when we were notified that we are currently out of stock of the following items:
  oos(2)UR727-anod-10mm; 16g Studded Titanium Clicker — Pick Diameter — 10mm
  oos(2)UR727-anod-10mm; 16g Studded Titanium Clicker — Pick Diameter — 10mm
  So that your order was not further delayed, we went ahead and issued a store credit for the cost of the out-of-stock item(s) and the rest of your order has been handed over to the shipping department to be shipped! I do apologize for any inconvenience this may cause.
  Once shipped you should receive an email with tracking information. Please let me know if you have any questions or concerns.
  

  Then we found a case with the customer stating that their package never arrived.  Per ****, the package was delivered on 12/3.

  Then we found a case stating that it had arrived, and the items were all incorrect.  

  I apologized for this major inconvenience, and let the customer know that, because of the nature of this incident, I was issuing a complete refund, as this has not been a smooth transaction for them.

  The store credit has been returned to their "original form of payment", and they will receive the balance and the shipping as well.  This will take a few days of processing and will be a separate transaction from the refund for the rest of her order.
  
  I then requested that if they had any questions or concerns, please respond to that e-mail.  This will ensure that their response is seen in a more timely manner, and it will not create a new case.
  
  Again, I apologized for the experience they had had with us, and if they ever wished to re-order, they could reach out to me directly, and I will see that they have a smooth transaction.  
  
  Thank you,
  
  Carole *** **** 
  CS Manager.

• Initial Complaint

  Date:10/12/2023

  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.

  On about 10/5/23 I received an email saying Free shipping I had received similar emails so I immediately went to look for things I need since they have great products and your shipping charge depends on how much you spend versus how much it weighs so I found what I wanted and started to checkout I noticed I'm being charged for shipping I go to look at the email and it clearly states free shipping on all orders I say ok what's happening I reach out to customer service and was told it's free shipping on 200 dollars or more I'm like the email doesn't say that. After that I received no more communication from them that's really corny to me like don't lie to try and **** people in with Free shipping and after they find something they really want they buy it anyway and just pay the shipping that's not right. If it's Free shipping with a ****** dollar or more purchase make that clear and to not respond anymore after I sent the screenshot of your email let's me know I am right and you all don't want to honor what the email says it's sad

  Business Response

  Date: 10/12/2023

  Image clearly says Some exclusions apply.

   

  We don't do any type of bait and switch. Its pretty straight forward and clear.

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20718416
  
  I am rejecting this response because: First of all it wasn't that deep I was just going to let it go and I can't say what I want to say because my response would be rejected but since you want to be nasty, an associate from your company has been corresponding with me which was prompting me to drop it because I've been sent expired sale emails from a lot of different companies the associate I was speaking with NEVER MENTIONED EXCLUSIONS APPLY THEY TOLD ME THEY HAD A FREE SHIPPING PROMO BUT IT'S OVER. I ALSO LOOKED UP YOUR EXCLUSIONS DOESN'T SAY ANYTHING ABOUT SENDING A PROMO EMAIL THAT'S EXPIRED AND WE'RE NOT GOING TO HONOR ALSO ARE YOU AN IDIOT? EXCLUSION  MEANS NOT INCLUDED DOESN'T EVEN APPLY TO MY CASE ALSO IF I WAS SENT A FREE SHIPPING EMAIL A WEEK AGO AND WAS TOLD BY YOUR ASSOCIATE THE **** ENDED 3 WEEKS AGO IT IS A BAIT AND SWITCH! IM NOT THE **** IT'S NOT MY FAULT YOUR COMPANY IS SO DESPERATE FOR ****S THEY SEND EXPIRED EMAILS IN HOPES THE PERSON BUYING THE ***** WILL JUST DO IT BECAUSE THEY'VE ALREADY PICKED THEM OUT 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 10/14/2023

  For CLEAR EXAMPLE: I'm enclosing a PDF that says clearly at the top free shipping over 500. I'm showing this as proof if this email clearly states free shipping over 500 I was in ALL my rights to assume the email that I received with FREE SHIPPING ON ALL ORDERS was true and valid

• Initial Complaint

  Date:06/26/2023

  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.

  On 06/19/23 I ordered from Painful Pleasures online website, where I ordered 2 sets of dermal tops one set of lightening bolts and the other set of gem centered stars. When they were delivered I noticed the second set was not at all stars- simply gem centered circles. Not even close to a star shape or the picture they provided of the product itself. When I called customer service they told me I had to email their customer support so I did so and received a response asking that I send the pick ticket if available and a picture of what I received and that the package cannot be open broken worn or used. I hadn’t done any of those things. The staple was still on the top of the bag you can see it clearly thru the baggie. So I did so. I sent everything they required and since then I have not received a single email back with return instructions or information on a refund or credit or anything. It’s been over a week and I’ve sent messages asking what’s going on please respond to this, this is my money what is happening to it ? And NOTHING. No response. And customer service can’t help either because all return inquiries are via email and not the customer phone support and there’s no way to get ahold of the email response team other than emails. I’m extremely frustrated and I want my money back or the correct item sent. The disclaimer at the bottom of their return instructions email says on returns of any kind only a credit to your account will be given. No exchanges either. So I’m even more concerned. Why would I want to try again after this horrible customer service I received?

  Business Response

  Date: 06/26/2023

  
  Hello!

  Thank you for reaching out with this case and the experience of Ms. *******.  This issue was handled in less than a week after it was brought to our attention.
  

  I have attached all of the correspondence / timeline /resolution for you.

  We are closed over the weekends, and after 5:00 pm EST.  

  This case required some research to be performed by our WH, and Ms. ******* was understandably impatient.  After this case was reviewed this morning, I issued her a return label and the offer of a complete refund on the items, once they were received back to our facility.  

  I then received this case from you, which is shocking as we have been working on assisting the customer during our business hours.

  I hope this correspondence clears this up, and that our customer is satisfied with the results.  
  

  Customer Answer

  Date: 06/26/2023

  
  
  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,
  
  
  
  Monica *******

• Initial Complaint

  Date:05/19/2023

  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.

  I bought a machine in September, it was broken upon arrival. I immediately contacted then to get it repaired but they sent me all different ways avoiding the repair. Finally after 9 months I get them to ok me sending it in for repair and they lose it! They said they never received my package but I know they're lying. I spend $400 on this machine I would like my miney back.

  Customer Answer

  Date: 05/19/2023

  I no longer have the physical receipt but here is my digital one

  Business Response

  Date: 05/19/2023

  What is the tracking number on the shipment of the items you sent back to us. Like we said, we haven't received anything.

• Initial Complaint

  Date:05/19/2023

  Type:Delivery 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.

  Order Date: May 9, 2023 at 11:38:35 PM EDT Grand Total$381.93 I the complaining party ordered 9 items from the Painful Pleasures website. Upon delivery I was missing 3 items. These items are as follows:Critical Connect Shorty RCA Universal Battery $149.99 3 Round Liner #** Medium Taper - 35/3RLMT $31.49 Wipe Outz Premium Dry White Tattoo Towels Pack of 20 $3.00 I have reached out to Painful Pleasures customer Service line ************** over 8 times within a 2 week time span. The customers service representatives are not making a diligent effort to resolve my issue. I simply requested that the company send me the 3 missing items that I paid for. Painful Pleasures are dismissing my claims and I the paying consumer deserve an appropriate resolution. My order number:Order #********** My case number with the company:703148

  Business Response

  Date: 05/21/2023

  Hello!

  Thank you for reaching out to us.  It is understandable when a consumer does not receive what they expect, it can be very frustrating.   We have certain prtocols in place that require some research to be able to supportand resolve any customer complaint.  In this case, please  see the timeline below: 
  

  5-12 CS received the original contact from the customer.

  5-12 CS asked the customer to please send us photos of what they received and their picking ticket.

  5-15 CS received this information from **** ******. 

  5-16 CS reached out to our Warehouse to please do an inventory count to see if items were missed.

  5-16 The customer was notified that since they did not have a picking ticket - we needed to do this count and it would take some time.

  5-17 - The customer reached back out, and we reached back out to the ** to see where they were with the count.

  5-17 - CS placed a re-order for this customer - Order # *********

  5-19 The customer received their items, as noted by the attached FED EX confirmation and tracking.

  We apologize that the order originally did not come as expected and worked to resolve his issue and get him out the missing items.  With out a copy of the picking ticket, that should have been in their box, it took a small amount of time to resolve.   We hope that the customer is happy now, and apologize for the inconvienece.

   

  Thank ************************************************ Manager

   

  Customer Answer

  Date: 05/22/2023

   
  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:08/03/2022

  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.

  The company has flagged my order as possible fraud and is saying a refund to my credit card will take 10days! A refund/reversal can be instant in the same manner I made the payment. I have not received a response from them when I raised that I suspect bias and discrimination on their part as an out of country order. On July 29 2022 I ordered two (2) custom 10g Titanium Straight Barbells Internally Threaded for $34.99 each. Subtotal $69.98, Shipping & Handling $21.80 Grand Total $91.78. Order #XXXXXXXXXX. On the 1st August I received and email titled Case # XXXXXX Update: Fraud Verification #XXXXXXXXXX requesting government ID, credit card picture or screenshot of charge on my credit card. I sent all the above: Zimbabwe passport, US credit card, US bank online screenshot of charge including a birth certificate indicating a change of name as I used my former name for receipt of goods to my address in Canada where I reside. The custom order would take 12 weeks and for this order I used my US bank and within which should there have been any fraud the bank would have stopped the payment. I also asked if they would destroy electronic copies of my supporting documentation and provide me an email confirmation. Further, they should make an explicit statement on their website as I could be buying as a gift for my wife with a different name or Santa Claus for that matter with a different address to mine! They do not have a toll free number and calling long distance is now another expense I'm not willing to incur. Either they complete the order or refund me immediately and I take my business elsewhere.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Money was already refunded. Once we refund the money it is out of our hands on how long it takes the banks to deposit that money back to the customer.
  
  
  Business Response /* (1000, 8, 2022/08/11) */
  ***Document Attached***
  Good Day!
  
  Please see below: This is the correspondence that the customer received on 8/3. We have 3rd party banking verification, and we do not flag fraud - the company we hired does. I have also attached a file that shows that his billing address was a UPS store in Canada. This was all Flagged. The fact that this customer would accuse this company of discrimination is appalling.
  
  Correspondence below:
  DATE & TIME
  8/3/2022 17:11
  
  Recipients Message Attachments Read Receipts
  MESSAGE
  Hello Richard,
  
  I apologize for this inconvenience, I know it can be very frustrating when you are excited to receive your item, but you are flagged for Fraud Verification.
  
  Both items purchased take 13-14 weeks for productions as you mentioned. This is because our custom items are made to order. Each custom item is created specifically for you to your requested measurements, so these can take an extended time.
  
  
  We use a 3rd Party Sygnified Verification system for Fraud Verification. This is a system that protects not only our business but our customers as well from both monetary and identity theft .
  
  We do not ask for the billing or delivery address because it will not give us the information we need. Often, customers can have packages delivered to a 3rd Party address, so a government issued ID, proof of charge or the last 4 digits of the card is the information we request.
  
  This is not an incident of racial discrimination. Here at Painful Pleasures, we pride ourselves on diversity and inclusion of everyone. When dealing internationally many countries own policies and producers can lead to an order being flagged for a variety of reasons. we are just asking that you work with us so we can provide you with this order. Moving forward, I can suggest payment via PayPal as this is usually not an issue internationally. PayPal has its own Fraud Verification system. Depending on when your bank accepts the funds your refund will take 1-10 business to receive your refund. We have no control on how long it will take to receive this refund.
  
  Thank you
  Jessica