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:03/13/2023

  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.

  Online I purchased a sample of Rejuvafresh Serum. Then I was asked asked about Rejuvafresh cream. I agreed to purchase knowing that it was a subscription if not cancelled with 15 days. I continued to check out with no final cost listed, but other products kept popping up: Vitamin C and skin toner. I did not tap on them but tapped on continue. No final cost came up but I had already given my credit card info for first product. About 1/2 hour later I discovered emails with charges for ***** for skin toner and ***** for Vitamin C product that I did not order. I called customer service and was told that those products were non refundable despite the fact that the website said, I had a 30 free day trial for all products. And the fact that I had never ordered those products made me very angry. Especially considering that I was told that I could not return them and they were unrefundable. This was a scam. I might have been a very satisfied customer with repeat orders. But now I feel an aversion to the company and would never order another product from you without some resolution to this problem. I was offered a 50% refund on the two expensive products in order not to go any further against the company. This is unbelievable to me. I did not order # C1469939 and C1469938.I was given cancellation numbers which I would appreciate confirmation. I would like full refund for the 2 orders listed above as I was scammed into ordering them,

  

  Business Response

  Date: 03/14/2023

  Dear *****,

  Thank you for your message.  I think you have ordered from another company, and not from Rejuva Fresh.  I have checked our records and we have no customer records matching your name ***********************.  We also do not have any product named Rejuvafresh cream.  We sell mainly professional beauty machines.  We do have a professional skin care line, however we dont offer incentives in the way you described.  If you think you have ordered from Rejuvafresh.com, please let me know your order number and I will investigate further.  I think you might had ordered from ***************************************, because we have received several similar complaints in the past.  Please note that ***************************************is not associated with Rejuva Fresh in any way.  Please contact them directly.  Thank you! 

• Initial Complaint

  Date:02/28/2023

  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 my Rejuva Fresh Machine in May of 2022, the machine completely stopped working in December 2022.I have been emailing a rep that keeps telling me engineering is looking into it. Although, not sure what they are looking into when they don't have my machine ; just a video showing the machine not working. She advised my machine is under the 1 year warranty but it seems they are trying to push this out for months until the one year warranty is up. I asked for a refund if they are not going to send a new machine and she advised no refunds. I have stopped getting responses as of 2/20/23. This company is very shady and unprofessional! I want a working machine or my money back!

  

  Business Response

  Date: 03/02/2023

  Hi ******,
  Thank you for your patience as our technical team evaluated the videos you provided.  We have already reached out to you by phone and email with a solution.  The replacement machine core is being shipped to the new address you provided, and tracking information will be emailed to you by the beginning of the coming week.  We apologize for any inconvenience caused, and we thank you for being a valued customer of **********************.

• Initial Complaint

  Date:12/28/2022

  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.

  First, they did not ship the machine within the time frame promised. All of my attempts to communicate were ignored until I did a one star Trust Pilot review explaining I hadn't received my merchandise nor any information on shipping the over $4000 machine. Someone quickly responded to the Trust Pilot review, however, and magically I received a shipping notification the next day. I finally received the item today. However, it wasn't what I ordered. It was a machine that cost half of the one I paid for (2 handles vs. 4 it was supposed to have). In addition, when I went to use it, it didn't work. I watched a video of how to use it and followed step by step. My machine was not behaving the same way as the one in the video. I looked up the manual and did all of the trouble shooting steps, including changing two fuses on a "brand new" machine. It still doesn't work. Now I'm stuck with an 80 pound piece of junk that they will say "we'll give you a refund if you pay to ship it back". No! I don't trust your company one bit to refund me if I pay hundreds to ship the beast back. You sent me an incomplete order and defective machine. That should not be my responsibility to ship back to you. You probably would ********* the piece of junk to some other poor soul you've swindled out of thousands. Fraud is all this is!

  

  Business Response

  Date: 01/16/2023

  Hi ******,
  
  We are very sorry to hear that. We already sent you several emails to resolve the problem. As mentioned in our earlier emails, the machine that you ordered, the Portable EMSZERO Neo Body Contouring Machine, has 4 handles, including 2 flat handles and 2 curved handles.
  
  We always ship the 2 flat handles with the main machine in one package, and the 2 curved handles separately in a second package. We have the same process for the Professional EMSZERO Neo Body Contouring Machine 5 in 1 (curved handles shipping separately from main machine and flat handles). The reasons include logistics efficiency and avoidance of shipping damage.
  
  That is why we provided you with 2 separate tracking numbers for the 2 packages. Both packages require a signature for delivery. I understand that you received the ***** package with the main machine and 2 flat handles first and attempted to use the machine with only 2 handles, even though the instructions indicate 4 handles are needed .
  
  However, also as mentioned in our emails, there are 4 interfaces in your machine, and therefore all 4 handles should be securely plugged into the interfaces for the machine to function.  Your machine wont function if all the handles are not properly installed. Normally, our clients will wait until they receive all the machine accessories (both packages), so this is never an issue.   Once you set everything up properly according to instructions, it will work fine.
  
  *** attempted to deliver your package with the 2 curved handles almost two weeks ago (tracking 1Z755Y684292180471). We are very sorry to learn that instead of letting *** deliver the package, you have requested the package be held at the local service *** service center for pickup and also that you have not picked it up. We sent you some reminder emails to please pick up your package.
  
  Please be reminded that you should please pick up your package at the following location, as soon as possible :
  
  Pickup details
  THE *** STORE , **************************************************************************** , **
  View less details
  
  Hours
  Mon-Fri: 8:00am-6:30pm
  Sat: 9:00am-4:00pm
  Sun: 10:00am-3:00pm
  Phone
  **********
  
  We look forward to learning you have collected your parcel and can enjoy using this great machine you ordered. Thank you for your understanding.