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:02/23/2024

  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 am writing to file a formal complaint against Biotherm for their failure to resolve an issue regarding an online purchase I made through their website, biotherm.com, on February 15. Despite my repeated attempts to address the issue directly with the company, the matter remains unresolved, prompting me to seek your assistance.
  
  Transaction Details: On February 15, I placed an order on Biotherm's website and completed the payment of $85.45 via ******. The transaction number for this purchase is ******************** Unfortunately, despite the payment being successfully processed, the transaction does not appear in my account registered under the email **********************
  
  Issue Encountered: After realizing the transaction was not reflected in my Biotherm account, I immediately contacted Biotherm's customer service team multiple times through both phone and email to seek clarification and resolution. Each time, I was instructed to wait longer for the issue to be resolved. However, to date on Feb 22, no effective action has been taken by Biotherm to address my concerns or provide a satisfactory explanation.
  
  Resolution Sought: Given the lack of response and action from Biotherm, I am left with no choice but to request a full refund of $85.45. I believe this is a fair request under the circumstances, as the product or service I paid for has not been delivered, nor has any satisfactory customer service been provided to resolve this issue.
  
  I have attached a screenshot of the payment confirmation as evidence of the transaction in question.
  
  I trust that the Better Business Bureau can assist in mediating this issue with Biotherm. I am seeking a prompt resolution to this matter and hope that, with your intervention, Biotherm will take the necessary steps to rectify this situation and process the due refund.
  
  Thank you for your attention to this matter. I look forward to your response and assistance.

• Initial Complaint

  Date:07/30/2023

  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 placed an order on 6/14/23 and it has not been delivered. The customer service *** informed me that a refund was not permissible because the order was in the process of being filled. I have placed several calls since initial contact; however, an automated message indicated that Biotherm staff members were in training. I would like a credit/refund of $48.02. Unfortunately, the emails requesting an update and refund have not been answered.

• Initial Complaint

  Date:04/25/2023

  Type:Delivery 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.

  Order number is a BUS_01688806 I ordered two items ( skin, lotion) from Biotherm USA website on the April ******** email I received was after more than a week, on April 14th the item was finally shipped, I was expecting the the shipment would be made earlier than that.The tracking number wasn't working, but I waited until 25th, more than 3 weeks from the order date, emailed through the email address they provide which is ********************************** but email was returned.I called them to find out what is going on and the representative told me that they need 7-12 business days from the shipment was made, to file an investigation and that I should wait until next Monday, which would be about a month after I ********** a long time user of the **********************, I am extremely disappointed with how they manage this matter, it has been already more than 3 weeks since I ordered, and all they say was call back next week if I don't receive it.Since I was waiting for this products without any further information, I didn't make any other purchase of other brand and my face skins are dried out since 2 weeks.

• Initial Complaint

  Date:11/10/2022

  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 placed an order with Biotherm USA via their website on 8/18/22 (order #BUS_XXXXXXXX), At the time Biotherm was offering 35% off their products and offered free shipping with orders over ~$45-$50. My order total was $197.30 before tax, so I received free shipping .
  
  The order was finally received on 10/7/22. Upon opening the box I realized the products were old. I have been using Biotherm for 15+ years and am very familiar with their products and packaging. My previous two orders contained fully wrapped products in the company's new, redesigned, boxes and contained the new redesigned jars. However, the products I received in this order were in unwrapped old design boxes and the jars inside the boxes were also the old design.
  
  I contacted Biotherm via email on 10/15/22 with a copy of the receipt and requested new, wrapped, current product. The auto-reply message I received stated that a Biotherm customer service representative would get back to me in 24-hours; however, it was 10-days, 10/27/22, before I received a response requesting photos of the boxes, bar codes, a copy of receipt and my contact information. The requested information was sent to Biotherm the next day, 10/28/22. I finally heard back from the company via email today, 11/9/22, stating they will not replace the products. Moreover, the stated that if I send the products back, the cost will not be paid by them.