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:01/31/2024

  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 am beyond frustrated with my experience with Rejuva Fresh. I placed an order for the 9 in 1 cavitation machine on Jan. 19th, and all I received was the promised free massage oil. Despite reaching out through Shop Pay multiple times, I was only fed excuses about the machine undergoing quality checks.This week, as promised, there were still no updates on my order or shipping details. Attempts to call their customer service only led to voicemails, and when I finally got a callback, the representatives were clueless about my order's status. Requesting a refund proved equally fruitless, as the representative claimed to need to consult a nonexistent manager. Why do you need to talk to a manager about a refund for a product that has never been shipped?This lack of transparency and accountability is unacceptable. At this point, I'm left with no choice but to warn others about the unreliability of Rejuva Fresh. It appears to be just another dubious company attempting to scam customers out of their hard-earned money. Save yourself the trouble and reconsider before dealing with this untrustworthy business. Check the BBB website for similar experiences and think twice before placing an order with Rejuva Fresh.

  

  Business Response

  Date: 02/01/2024

  Firstly, I would like to express our disappointment about hearing this situation.  This is certainly not the type of experience we want our clients to have, and we sincerely apologize for any distress and inconvenience you have experienced as a result.

  Actually the machine that you ordered (9 in 1 Cavitation Machine for Toning & Slimming) was indeed recently restocked in our ** warehouses in Georgia and **********, and although the machines were physically available in the warehouses when you ordered, there is an initial quality control process thats always completed.  It often takes several days when many products are arriving at the same time.  I have noted that there were additional unexplained warehouse delays which we are currently investigating.

  I certainly agree that timely & clear communication is essential, and it seems that you didnt receive this.  For this we take full responsibility and thank you very much for this feedback because it helps us to improve. 

  The tracking number for your package is now available ****** 270460226840).  Its being shipped from our Georgia warehouse. 

  Thank you also for replying to my email earlier.  We look forward to speaking with you to gather even more feedback from you so we can improve and provide better service for you and all of our clients going forward.

  Kindest Regards
  Adriana

  Customer Answer

  Date: 02/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/29/2024

  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.

  We purchased a cryolipo machine from ************ on 12/29/23. We put the machine together before the training because we assumed we would need it for training. They couldnt do training till 1/24/24. The training was awful - the trainer was foreign couldnt understand her and she wore a coat the whole time ? She also didnt tell us the most important thing - about adding water - until we asked at the end. We found out that this machine is too time consuming for us - we put in for a return right after our training. We didnt receive anything the next day -called - no one ever answers the phone - then someone calls you back or emails you - asking For pictures- etc delaying the time to return it. In their policy / it says you have 30 days to return it. Today we got a response that we cant return it because its been more than 30 days - but that is not true. We never turned the machine on or used it.

  

  Business Response

  Date: 02/13/2024

  The client received delivery of our Cryo EMS machine at beginning of January.  And as she mentioned, we gave her a free personalized online training at the end of January.  We also provided several instructional videos.  An installation video was also made available.  The installation video has clear instructions how to add water to the machine. These videos are also available online on our ******* channel.  For your reference, here are links to our tutorial videos for the machine she ordered:
  
  ****************************
  ****************************

  In our refund policy, its stated very clearly that if a client has received training, the machine is considered used and is not eligible for a refund.
  *********************************************************
  However in effort to client offer satisfaction, we made an exception for her, and we agreed to consider her return request.  Our policy also clearly requires photos of the equipment to be submitted (this is a normal requirement), and she later did that.  Despite the fact that she didnt qualify for a return, we accepted it, simply because client satisfaction is a priority for us, and this client made it extremely clear she wanted to return because she called us on the phone several times a day, leaving messages.  Once her returned machine is inspected we will issue her refund to the original payment method.  The inspection time usually takes less than 15 business days.

  It is interesting that the client states the reason she needs to return the machine is that the treatment will take her too much time.  As you can see from the treatment menu shown on her spas website (*******************************************), her spa offers many far more time consuming services.  The EMS and Cryo treatments are relatively brief and straightforward.  For example, EMS treatment is operator independent and also the recommended treatment time is only 30 minutes per body area.

  Its also interesting that the client criticizes the dress code of the training staff, and she  immediately wants to return the machine right after receiving the training.  Additionally she criticizes the difficulty of understanding the trainer. We offered to provide subtitles and the client ignored this offer.  Furthermore, the training videos above are very clear and thorough.  We are unsure if the client even watched them.

  One of the reasons we dont accept returns after a client receives the free training is to prevent the abuse of the system, characterized by a client buying a machine with the sole purpose of receiving free training on services related to other machines they may already own and dont know how to use.  We have no idea if this is what happened here, but certainly its a possibility given how strongly.

  In any case, as soon as our return warehouse confirms they have received and inspected her machine we will issue her refund to the original payment method.

  Customer Answer

  Date: 02/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed -but we expect to get a return because we never used the machine.  - but we never used the machine and no where tells you the time commitment it takes on each patient until you do the training.   We also didnt hear about the water been added till we asked the trainer at the end - and thats an important part As we know from the Morpheus 8 machine we have.   
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We bought a machine from this company and we never used it - we returned it within the 30 day money back guarantee they offer because the training was awful and we realized we did not have enough time to use this machine due to the time commitment per patient. They told us we could return it - we paid for it to be shipped back and it cost about $290 - the same company they used to ************* and told us it was the same price for them. But when we finally got our refund - they kept over $1700. Unbelievable- it did not cost them $1700 in shipping and handling and to inspect product. 

  

  Business Response

  Date: 03/22/2024

  While we are disappointed to learn the customer has replied in this way, we would like reiterate that actually the customer did not qualify for a return in the first place because she had completed the training,  however we made an exception for her simply because we always try to offer the best customer service including understanding our customers individual needs.  And furthermore we have since issued a refund in accordance with our refund policy.  Its very clear from the ************* (*************************************************;) that for the case of change of mind returns (unused products). that 20% is deducted to cover the original shipping and handling costs, the inspection, new packaging, etc. Perhaps the customer doesnt realized the expense to package and transport the large size machine from the factory to our warehouse and to her address or the other expenses involved in the logistics process for an extremely heavy large package. But we believe she was made fully aware of our policies prior to purchase.  We observe that the customer is indeed quite persistent, as demonstrated when she called us many times per hour insisting we change our policy and allow her to return in the first place.  We respect her for being that way, however we have issued a refund in accordance with our refund policy and would quite appreciate it if she could respect our staff and our company as well.  Regardless, we wish her good luck with her life and her spa business.  

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  It only cost us $290 to ship back - not over $2,000.  The training was also horrible and couldnt understand the gal that did training - foreign.  This company also never answers their phone - never got to speak to a manager Even when we asked.  It also states on website you have 30 days for money bank guarantee- 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:01/26/2024

  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.

  On November 7, 2023 I purchased the 15 in 1 Hydra Beauty Skin System Hydrafacial Machine. It was delivered on November 16 (over a week later than delivery promised date). On November 21 I received a training invitation and the training was received November 29. After the training it was used once, and on the second attempt to use it, the hydra facial feature was not working. The next day (December 14) an email was sent to inform Rejuva Fresh about the issue. On December 15 they request a video to show the issue and look for resolution. On December 19 the video was sent and on December 21 they requested the order number. The order number was sent the same day and they responded saying they would contact the engineers. After no further response and several attempts to establish contact, on January 8, **** a complaint was issued on the Rejuva Fresh website. They requested another video to be sent to the evaluation team and it was sent on January 9. They replied on January 10 saying they were contacting the engineer once again and no further response has been received. Several attempts have been made over the phone but no response has been given. I would like to receive a refund and return the defective equipment.

  

  Business Response

  Date: 02/13/2024

  As mentioned by the client, she ordered and received the 15 in 1 Hydra Beauty Skin System and after some use reported a perceived problem.  The videos were requested to diagnose the issue.  Our technical support staff ********************* reviewed the videos has since been in direct communication with the client and all issues have been solved.  ***** and the client and clients husband had a video call to clarify and resolve everything.  Please verify with the client that indeed everything was resolved.

  Actually, as you can verify with the client, as it turns out, nothing was wrong with the machine, and everything was and is working perfectly all along.   The client simply wasnt familiar with many of the functions on the equipment.  For example in the way they were operating it originally, there was no suction experienced, however after following the video conference with *****, they understand how to operate this handle correctly.  Similarly with the ** and bubble pen.  ***** offered clear on how to operate everything.

  If the client has any other concerns or questions, please call us:  **************.

• Initial Complaint

  Date:01/11/2024

  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.

  On Dec.29,2023 I purchased a Picosure laser machine from Rejuva Fresh tele:**************. I received my order recently on January 4,2024! But I didnt open the Machine package until January 6,2024. Machine came with water inside? I contacted and emailed them regarding this! Got a message back from ******* stating that they have to test the machines before it get sent out to the customer! They apologize that they forgot to drain the water out! So I asked them if they sent me a return or used machine! They stated that my machine was brand new and never used. So I followed the instructions online on the Rejuva Fresh ******* on how to set up the machine, I noticed someone already installed the nails onto the machine I have pictures regarding this. So I call and asked them again and they still told me that they will look into the matter? But never mentioned anything about after! The main button to turn on the machine would shut off after I turned it on Hmz! So I tried turning it on again this time the machine was turned on now, but it wouldnt turn off?? So I contacted them again they told me to video and show them how the button doesnt work properly and how the screen button doesnt work at all. So day one the machine came defected and theyre just emailing me a ******* video how to fix the problem. The problem was never solved, the machine main power button is stuck?? The screen function doesnt work?? You can press the screen but nothing happens? ******** apologize and said she will try to work out a refund for me, but this morning got another email from her stating that I should try pressing the button on the screen and send her another video explaining the issue?? Their website states that the machine parts are made in Japan, **, ******* etc. but it was shipped to me by *****?

  

  Business Response

  Date: 01/15/2024

  We would like to express our disappointment in this situation. We sincerely apologize for the negative experience this customer has had with our company.  Customer satisfaction is a high priority for us, which is why we have been in close communication with ********* by phone and email since the first time she reached us.  That is certainly true what was explained to the client - our warehouse always tests machines prior to shipping (this is part of our quality control process) and that is exactly the reason why she had have noticed water residue, because full water is required to test this laser machine.  The water is drained after testing but some water residue is normal. 
  
  Upon reviewing the subsequent written communication history, we see ********* experienced an error message, and this error was due to the fact that she had not added a full amount of water to the machine, as the instruction manual and instructions videos clearly indicates is needed (machine must be full not partially full to function).  That issue was solved once she added full water to the machine.  Subsequently she raised the issue regarding inability to use the main control button, however we can clearly see in her video (attached) that the machine is was in the STANDBY mode, and when she tried to activate the machine, she clearly repeatedly clicked  on the wrong side of the toggle STANDBY/ON.  Specifically, she repeatedly clicked in the STANDBY icon even thought the machine was already in STANDBY.  Our technical support team had noted this,  and had provided  demo simple demo instructions for her.  All one needs to do is to click on the other side of the toggle, which is the ON icon.  Upon receiving that simple video instruction by email, ********* indicated that she just want to return the machine for a refund.  Its unfortunate that the client did not follow this simple step, but we understand that she is feeling frustrated. 
  
  As a solution, we have emailed her a return shipping label, and she has acknowledged receiving it.  As soon as our return warehouse acknowledges receipt of the machine and inspects it we will issue her refund. 
  
  We sincerely apologize to the client for any distress and experienced.  We are also currently analyzing this situation internally to improve. 

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. I have already returned the item last week and *** tracking status shows they already received the item back on Monday January 22,2024! I have emailed them twice regarding my return and no response. They promised to return my money as soon as they received the item back? Now they ignore my phone calls and emails! Please help Im a small business owner, please help me get my refund asap??
  

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 01/31/2024

  We are sorry to learn that the customer rejected our offer of a full refund after receiving her returned machine. Per our refund policy, we can only issue a refund after receiving the returned goods.  Refund policy: *********************************************************.

  As mentioned in our previously reply, we had provided very clear, simple instructions to ********* how to operate the machine, and we find it unfortunate that the customer didnt follow the instructions.   For your reference, here are links to the videos provided by the customer (unlisted ******* links).  Clearly you can see see repeatedly presses the standby button rather than the ON button:

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

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

  And, here are the simple opertation instructions we provided her with: ****************************.

  Even though there seems to be nothing wrong with her machine (she just just doesnt toggle the right side of a switch), we accepted her return request.  And, our refund policy clearly says that return shipping expense is the clients responsibility, but out of compassion and respect for our customer, we have emailed her a return shipping label, and she has acknowledged receiving it.  
  

  Fortunately she has since returned the machine.   Our return warehouse also acknowledged receipt of the machine and inspected it.  And, we have issued her full refund.  We have also emailed the customer a refund notification email.  Here is a copy: ********************************************************************************.

  We hope that receiving her refund alleviates any distress experienced.  If she has any questions, she can always reach out to our client support 7 days a week. **************.

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. Its been two weeks and I still havent received any full refund, I didnt get any email or anything regarding this. Can you please just mail out a refund check? So we can close this complaint?

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 02/02/2024

  Hi *********,
  
  We have actually emailed you the refund confirmation 3 times already.  We emailed you at   ********************************* which is the email address you provided for the order.  (We also sent ourselves a test email to verify system is functioning properly).   Could you kindly check your spam and promotion folders?
  
  Please note that we can only issue refunds to the original payment method, which is which we have done.  And we can only email the refund confirmation to the email address associated with the order.
  

  Note also that we have given you free return service and a 100% full refund to your original payment method.  We wish you the best and if you have any questions you can always contact us **************.  ********************************. 
  

  For your reference, here are the refund details:
  Date: Jan 31, ****, 9:55 pm 
  Action: refunded $2,124.96 USD using a Mastercard ending in 1539.
  Acquirer Reference Number (ARN): 82305094032000003031775
  Order: #****
  Card details
  Mastercard 1539
  Name on card
  Thongsouk ****
  
  Refunded by
  *************************
  
  Authorization key
  re_3OSPlxQsORo63Fy20FP2UAnp
  
  Message
  Transaction approved
  
  Amount
  $2,124.96
  
  Refunded items
  1  PicoSure Laser Tattoo Removal Machine - BlackPSLM
  
  Gateway
  Shopify Payments
  
  Status
  success
  
  Type
  refund
  
  Payment ID
  *****************
  
  Created
  Jan 31, ****, 9:55 pm

• Initial Complaint

  Date:12/31/2023

  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 ordered a 40K Ultrasonic Cavitation machine from Rejuva Fresh on November 1, 2023. I changed my mind and tried to cancel the order the same day but their policy states that cancellation has to be in an hour or item will ship. They told me I can return the item once its been delivered. The item was delivered to my residence on November 8, 2023, I did not use item as I intended to send it back immediately. I did open the box to take pictures of the product which was requested by the vendor. The requested return was approved on November 22, 2023. I sent the package back via **** and it was delivered on November 29, 2023. I sent a follow up email on December 12, 2023 to see if my return was processed and when I would be refunded. The vendor was suppose to get back to me the same day but never did. Since then, I have not had any communication from them. I just sent an email to them on December 28, 2023. Their refund policy says that "all returned goods are thoroughly and carefully inspected after delivery to the return warehouse, and this inspection period will normally take **** business days." This has not occurred and the lengthy process in which I as a consumer has endured is very deceptive. I just want the company to adhere to its refund policies, provide communication and refund my money. I have uploaded all the documents which support this claim.

  

  Business Response

  Date: 01/04/2024

  Hi *****,

  I would like to express our disappointment in the situation.  I see from the communication records that we provided you the return instructions by email on November 22, and thank you for providing us the return tracking number on November 28.  As of now our return warehouse still has not received your package, which is the reason you had not received the refund.  So yes, per our refund policy refunds will automatically be applied to the original method of payment, normally within 15 working days, but this assumes we receive your returned goods.

  I noticed that when you provided the return tracking number you didnt include any receipt showing the shipping address. We have since requested by email that you please show us the receipt so we can verify that address was correctly entered and also we would like to follow up with the courier to find your package. Please reply to that email and show us your receipt at your earliest convenience.  We tried to reach out to you by telephone about this, but unfortunately the phone number you provided on the order is a non-working number.

   Since you have been waiting so long, I went ahead and processed your refund today on PayPal.  The refund amount is in accordance with our refund policy (*********************************************************).  Please note we will still very much appreciate it if you could reply to our email requesting your receipt because we certainly wish to find your package.  Thank you for your patience and understanding.  

  Kindest regards,
  Rejuva Fresh ************* Team 

  Customer Answer

  Date: 01/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:12/05/2023

  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.

  Order the item on line on Nov 26,2023 ; The sale price was $266.96 4 in 1 40K Cavitation RF Body Slimming Machine The Machine is not safe to be use, has no ON or OFF switch, When plugged it runs with No option to Stop use unless is unplugged, small sparks at the unit receptable when unplugged. Does not include INSTRUCTIONS: ex: how to move the probe as it is needed to drain the fat to be effective treatment, No model Number or Brand Name or serial #Unable to find Online Support or help and/or instructions about the unit. No replacement parts option if defective or if is broken. they will deduct $53.39 for inspection and the seller has made treats as if not accepted the y will sent it back to me at my expense. I only have 7 days from today to send it back for inspection if doesn't arrive The return and refund is VOIDED. I received the unit Thursday Nov 30, 2023 I ask for an authorization # on Dec 2nd, 2023 finally after calling many times I received an e-mail to return to RZN ****, **** *************, *********** ** *****. ph # ************ . I am obligated to keep the other items but again they told me they are refundable even though the are supposed to be use with the slimming machine, and I have not used it.

  

  Business Response

  Date: 12/10/2023

  Dear ******,
  Firstly we apologize for any distress caused by the situation. Normally clients are advised to thoroughly read the product description and also review the instructions manual prior to purchase as it is a home use non-invasive beauty machine you will use one oneself. For this reason we include a link to the manual in the description page. Our products are very thoroughly described, but should there be any questions prior to purchase visitors are welcome to contact with questions. With safety considerations in mind we also offer a free online training session by zoom link. This is also noted clearly on the product page. We understand that you decided you didnt want the machine, and no worries because we had accepted your return. Thank you for providing the return tracking information, and we have today issued a refund for the cost of the device even though your package is still in transit to our return warehouse. Regarding your IPL device, the other item you ordered and which you also mentioned on our phone call you have not received yet, I checked the tracking and its expected to be delivered on 12/11/23. Hopefully you will receive it by then, and I of course you will like it. Thank you for patience with that as well.
  Rejuva Fresh ************* Team

  Customer Answer

  Date: 12/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/10/2023

  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.

  ***** tracking number: ********************** Looking to exchange hydrafacial machine ordered on 10/19. Packaged was damaged upon delivery and customer service has been unhelpful in getting it exchanged or returned. Been emailing for almost 3 weeks and its about to be past the return window. Extremely horrible customer service and I specifically chose this company due to the supposed warranty and being an American based company. I was supposed to have the machine for school 3 weeks ago and am about to graduate at which point I will not be able to be trained how to properly use the machine. I want this resolved as fast as possible as waiting 3 weeks for any answer is completely unacceptable. I am now behind in school due to this issue.

  

  Business Response

  Date: 12/12/2023

  Hi *****,
  We apologize for any inconvenience caused by the logistics damage to your package.  Thank you for returning the damaged package to ** and providing the tracking information.   We have since shipped you a brand new replacement machine by FedEx 786962923264.  It was delivered on 11/29.  We trust this one made it to you in perfect condition.  We really appreciate your patience.  Please feel free to contact us should you have any questions about using the machine or would like to schedule a training session.  Thank you for being a valued client of Rejuva Fresh.
  Kindest Regards, Rejuva Fresh ************* Team 

• Initial Complaint

  Date:10/31/2023

  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.

  Hello I ordered their 2nd generation hydro dermabrasion machine a week ago Order number 6414.Machine looks like a toy. It does not have the capacity for the proper treatments. SO I would like to return the product for refund.They are giving extremely hard time for the return. They are not sending return label, return address They do not have proper returning procedure.please help me to resolve this problem.refund the machine and get credit.

  

  Business Response

  Date: 10/31/2023

  On October 19, 2023, *************************** ordered the our Rejuva Fresh 2nd *** 7 in 1 Professional Hydro Dermabrasion Machine in Fresh Blue color. Prior to ordering she had mentioned to our staff that she has not ordered anything like this online before. We also gave her small free gifts as part of a promotion. After she received the delivery on October 25, she contacted us by email asking to return the machine. We do have a clearly published refund policy with very easy to understand terms and conditions. We asked ****** if she has used the machine or not since, according to our refund policy, we dont accept returns of used items. She claimed she did not use it, however we noticed in her photos she put water in one of the vials. Despite the fact that there was no documented machine defect and we also noticed the customer put water in the vial, we still accepted her return request (in an effort to offer exceptional customer service) and emailed her a professional email response the clear return instructions, which included the return warehouse address and a request that she offer the return tracking number to us as soon as she ships it our. After that point the communication from the customer has become rather unusual. She claims the return warehouse address is not suitable for her and has telephoned the return warehouse expecting them to offer her customer service, even though the warehouse staff only deals with merchants. Furthermore she took pictures of what she thinks is the building of the warehouse. She seems to not approve of the return warehouse, which leaves us very perplexed. Why should she care where is the return add return warehouse located ? This is indeed the valid address for the product she wants to return. The customer continues to make demands such as wanting to receive a shipping label even though our published refund policy clearly states we do not offer shipping labels and return shipping arrangements and return shipping expense are both the customers responsibility. As clearly mentioned on the refund policy (*********************************************************)
  
  * Your item must be unused, in the same new condition you received it in, and returned in the original packaging.  Items that have been tested or  used do not qualify for return.
  * Return shipping arrangements and return shipping expense are both the customers responsibility.
  * Important: do NOT ship your product back to the address on the original package because we will not be able to receive your return in this case.
  * You must ship your product to the address we will provide by email, and inform us of the return tracking number.
  * Your item must be shipped out within 7 calendar days of receiving return instructions in order for a refund to be considered
  
  Normally customers who receive return instructions from us will immediately return the product because they want their refund asap. This customer ****** continues to keep possession of the machine even though refund policy clearly states she must send it back within 7 calendar days of receiving return instructions in order for a refund to be considered. We hope she will return the product, otherwise unfortunately we cant provide any refund.
  

  
  

• Initial Complaint

  Date:09/06/2023

  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 bought the ** Sculpt machine with one handle on October 5, 2022, I used twice and the connector and the machine union with the connector burnt as well, i have been trying to get an answer and a solution from the technical support department to have the warranty fixed my machine, and i have no answer what so ever from them.This is what it said on their web site. We offer lifelong technical support and free replacement parts in warranty of 2 years from the date of delivery for all professional spa machines, effectively protecting your investment. Certain machines are covered by a 3 year warranty (if stated on the product page). Hand held devices are covered by a 1 year warranty.All our machines are under strict quality control.Technical solutions will be offered to you asap if any technical problem is reported. Free replacement parts will be offered asap if any parts problem, and the replacement parts will 100% fix the problem.We offer videos on how to replace and you can do the job quickly and easily by yourself.We pay for shipping for all replacement parts during the warranty period.So far nothing happened, I received the machine with a Xerox copy manual, not even a real manual book. I paid $1,499.00 plus taxes on that machine. My complaint is that how can a business operate lying to customers?

  

  Business Response

  Date: 09/07/2023

  Dear *****,

  We are very sorry to learn that the issue with your home use sculpting machine had not been resolved up until now.  Our manager has already since reached out to you by telephone.  Thank you for taking time to explain the details to her.  Please rest assured that indeed your device is still within the one year warranty, and we will be in touch within ******************************************************* replacement machine.  Thank you for being a valued customer of **********************.  

  Kindest regards, Rejuva Fresh ************* Team

   

• Initial Complaint

  Date:08/16/2023

  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.

  Order #**** 3/4/23 6 in 1 cavitation machine $449.95 The majority of the functions do not work Business claims it offers 1-2 year warranty on all merchandise I want a refund or new unit that actually works

  

  Business Response

  Date: 08/20/2023

  Hi ******,

  We are sorry to learn you are experiencing issues with your 6 in 1 cavitation machine purchased earlier this year in March (order 4474).

   I reviewed the communication history, and I do see that you had reached out to us via the website contact form on July 26 stating that The machine powers on and allows mode selection but does not function. 

   Our support staff had promptly responded to you Rest assured we will help you out by providing a resolution to this. As part of the process, can you please send us a video showing the issue/defect in the machine? You can send it at *******************************************************.

   Since we didnt hear back from you with a video, and you didn't reply to our attempted follow up phone calls, we actually assumed your issue *** have been resolved.

  Please rest assured that yes, your machine is still covered by the one year warranty, as described on the website product page. The warranty started on the date of delivery. So no worries. Its still covered. As described in our warranty policy (*************************************************), we do require some video of the issue in order to better assist you.
  
  I also want to mention that often times these issues can be resolved by making adjustments on the display. For example, your frequency *** be set to one that is less than optimal. Its very easy to adjust the frequency. We have some videos which show how, including this one: ****************************.

  Additionally we offer free online training for all of our clients. Our instructors can work with you via video call using Zoom or FaceTime. Would you like to set this up?  You can also request training using this link:  **********************************************************.

  I would actually highly recommend both emailing a video of your issue and scheduling a time to meet with the instructor at your earliest convenience.  They will also be able to diagnose whether there is a defect in your machine or, more likely, you can just make some simple adjustments and/or use the correct method of operation. 

  I have reached out to you privately by email in an effort to assist you further and look forward to your reply.

  Kindest Regards, Rejuva Fresh ************* Team