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:06/21/2025

  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 ordered a very expensive product from them on June 3,2025, $45 is a lot of money for me and I researched the product and according to them and other reviews I thought I found the perfect product, well the day I received it, the next day I tried it the first time, I couldn’t even wear it, I had to hurriedly wash it and all my facial products off and continue to work with nothing, which I never do. I contacted them for a refund and return, they said my product was ineligible for either, although when I purchased it, it said “satisfaction guaranteed”, I don’t know if these products are old or illegitimate but I know this seems to be a common practice of theirs and something should be done, as a healthcare professional making a mere $22,000.00 a year, I can’t afford this and the company does not stand by it’s policy and guarantees. Something should be done and this company should be investigated

  

  Business Response

  Date: 06/23/2025

  Dear ********
  
  We have received your
  complaint and in review, it was clearly noted on the page with the product and
  in the checkout cart that this item was non-returnable.  Despite this
  and knowing the item you purchased is non returnable, we offered you a one
  time use code that would apply a 25% discount to your entire next order with us
  after your initial contact. The product you purchased, is noted as a
  non-returnable item on the product offering page when placing the item in your
  order as well as when the item is in your cart prior to purchase. We do our
  very best to note when an item is non-returnable so that you can consider that
  prior to making your purchase.
  
  There seems to be some
  confusion as we strive to offer the best products, but simply cannot guarantee
  satisfaction of every product purchased as that isn’t possible due to the
  highly subjective nature of skincare. It is not
  possible to guarantee that a product will work for everyone. For those
  products that are returnable (the majority of the products we supply),   if you are not completely satisfied
  with a product for any reason, you may request a return or exchange of the item
  or order within 30 days of the purchase date. While you were within the 30
  days, this item is non-returnable and knowing that your return request was
  declined. I will include a link to our return policy for you here which is
  agreed to upon checkout: *********************************************************
  
  We can assure you that ************** is owned and operated by a board-certified dermatologist cosmetic surgeon.
  We are affiliated with a dermatology practice, medical spa, and research study
  clinic and have our own flagship retail store and distribution center in Omaha,
  NE. As such, we guarantee that you will always receive authentic, fresh and high-quality
  products from us.
  
  We’d love to say that LovelySkin is a great fit for everyone though we
  recommend shopping with an alternate retailer going forward as we are no longer
  able to process orders for you.
  
  Thank you.
  
  Sincerely,
  
  ***** ******
  Director of Customer Service

• Initial Complaint

  Date:05/01/2025

  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.

  I am writing to formally express my dissatisfaction with a recent order I received from LovelySkin. On April 30, 2025, I received a shipment of EltaMD UV Sport Broad-Spectrum SPF 50+ sunscreen. Upon inspecting the product, I noticed the expiration date is March 2026 — less than 11 months from the delivery date.
  
  I have purchased EltaMD sunscreens for many years and am well aware that they typically have a shelf life of two to three years. In fact, your own website confirms this:
  
  “Yes, EltaMD sunscreens have a shelf life of roughly two to three years.”
  
  Given this standard, receiving a product that will expire in under a year is disappointing and not aligned with customer expectations — especially when ordering from an authorized and reputable seller such as LovelySkin.
  
  When I contacted customer service, I was told I could either accept a $4 credit or return the product at my own expense. I believe this is unreasonable. I did not receive a product that meets the shelf-life expectations as stated on your own website, and I should not be penalized by having to pay return shipping for something that, in my opinion, is a misrepresentation.
  
  I request that LovelySkin cover the return shipping costs and provide a full refund for this order. If this is not possible, I would appreciate escalating this matter to a supervisor or manager who may be able to offer a more appropriate resolution.
  
  I value companies that stand by their products and policies, and I hope this issue can be resolved promptly and fairly.

  Customer Answer

  Date: 05/05/2025

  LovelySkins  has reached out to me and will provide a pre-paid return label and will refund my purchase, if I mark this complaint as resolved. Please change it to resolved and once that is done, they will send me a pre-paid label. Thank you so much for your help in this matter. 

  Lee

• Initial Complaint

  Date:11/20/2024

  Type:Billing 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 made a purchase from the merchant’s online site, but the experience was disappointing. The item was poorly packaged, and one of the products didn’t match its description. When I reached out to customer service, the representative refused to resolve the issue. Their website clearly states, "You may begin a return for your damaged item through our online return process or contact customercare@lovelyskin," but they don’t honor their own return policy.

  

  Business Response

  Date: 11/25/2024

  Dear **********
  
  We have received your ****** claim and your complaint submitted to the
  Better Business Bureau and unfortunately are unable to help you as your
  claims are fraudulent in this as we were never told of your desire to return a
  product and the product you say you wish to return was presumably fully used,
  which would render it non-returnable. Each false claim provides different
  information though we have addressed this with you both in email as well as
  your ****** claim.
  
  It was not
  mentioned you wished to return an item until now. Initially you reported that
  the ********* MD Cold Plasma Plus+Lip Therapy was missing from your order. We
  provided you with a video of the packing of your order in hopes it would help
  you in locating the item knowing it was included in your order. We will include
  a link to this video for you again here. We understand that you did not retain
  the box or packing material and contacted us after the item had been disposed
  of in error, further making it 'non-returnable' as you threw it away.
  
  Both items
  were included at the 1:07 mark.
  In regard to the Allies of Skin
  Peptide & Ceramide Repair Lip balm, you recently reported you feel it is
  defective because it only lasted a week. Longevity of an item will vary by
  user and usage, if you wish to return this item we do offer a return
  policy. So long as the return is initiated
  within 30 days from the date of purchase, 50% or more remains of the product,
  and it is returned within 7 days of receiving the return authorization number.
  Because we offer free shipping on every order within the U.S., we do not also
  offer free returns. We do ask that our customers pay return shipping and have
  provided a return label that will deduct $6.95 from the refund. Up to three
  individual items can be returned within 30 days from the date of purchase
  within a rolling 365 day period.  I will include more on this for you
  here:

  
  If you would like to proceed with a return of the Allies of Skin
  Peptide & Ceramide Repair Lip balm and it falls within the guidelines
  above, please package the item back up to ship to us and write the Return
  Authorization Number #******** on the
  box. Because we offer free shipping on every order within the U.S.
  we do ask that you pay return shipping. We have attached a return label that
  will deduct $6.95 from your refund. If you would prefer to take your return to
  the carrier of your choice and pay return shipping there, please let us know.
  
  To ensure that your return is accepted,
  please double-check that it is:
  · In its original packaging
  · More than half full
  · Postmarked within 7 days of receiving the label
  · In a well-protected box 
  
  Please note that if your package is lost, damaged or does not
  meet the requirements of our policy, it will not
  be eligible for a return. Due
  to the nature of our products and our order volume, we accept up to
  three individual items to be returned or exchanged in
  any 365-day period. By returning these
  items, this will count as your 1st item
  in the past year (365 days). 
  
  Additionally, any rewards points used
  toward the purchase/earned on the purchase of these
  products will not be returned to your account/will be
  deducted from your account. Once your package is delivered to us, allow
  10-14 business days for processing before we issue your refund to the
  original payment method.
  
  Given the circumstances and surrounding communications with your
  recent order, we have closed your LovelySkin.com account and will no longer
  process orders for you.
  
  We wish you the best.
  
  LovelySkin Customer Care Management

  Customer Answer

  Date: 11/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Do not label this situation as fraudulent! By doing so, you are accusing me of committing fraud, which is completely unacceptable. Instead, focus on packing your items more securely to prevent them from getting "tangled" with the packing materials. Additionally, it's wasteful and environmentally unfriendly to ship two small items in a medium-sized box—this practice should be reconsidered.
  
  I have already requested twice for both my account and my sister's account to be closed, yet they remain active. We will no longer be shopping with your company and demand that the following accounts be closed immediately:
  
  ***********************
  
  **********************
  
  You need to start listening to and respecting your customers requests. 

  With that, no more feedback from you is required. 

  Sincerely, 

  

  Business Response

  Date: 12/05/2024

  If
  you would like to proceed with a return of the Allies of Skin Peptide &
  Ceramide Repair Lip balm and it falls within the guidelines above, please
  package the item back up to ship to us and write the Return Authorization
  Number #******** on the box. Because
  we offer free shipping on every order within the U.S. we do ask that you pay
  return shipping. We have attached a return label that will deduct $6.95 from
  your refund. If you would prefer to take your return to the carrier of your
  choice and pay return shipping there, please let us know.
  
  To ensure that your return is accepted, please double-check that it is:
  · In its original
  packaging
  · More than half full
  · Postmarked within 7
  days of receiving the label
  · In a well-protected
  box 
  
  Please note that if your
  package is lost, damaged or does not meet the requirements of our
  policy, it will not be eligible for a return. Due to the nature of our products and our
  order volume, we accept up to three individual items to be returned or exchanged in any 365-day period. By returning these items, this will count as
  your 1st item in the past year (365 days). 
  
  Additionally, any rewards
  points used toward the purchase/earned on the purchase
  of these products will not be returned to your
  account/will be deducted from your account. Once your package is delivered
  to us, allow 10-14 business days for processing before we issue your
  refund to the original payment method.
  
  Given the circumstances and
  surrounding communications with your recent order, we have closed your
  LovelySkin.com account and will no longer process orders for you.
  
  We wish you the best.
  
  LovelySkin Customer Care
  Management
  

• Initial Complaint

  Date:08/03/2024

  Type:Billing 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.

  My card was charged but I never received a confirmation email for the order placement or a shipping confirmation. This was on the 26th of July. I tried reaching out via email with no response. If I don’t get a response soon I will do a chargeback. This is why cards shouldn’t be charged until shipment.

  

  Business Response

  Date: 08/05/2024

  Dear
  ***** 
  
  We
  have received your complaint and are surprised it was submitted on Saturday
  8/3/24 after we replied to your email on 8/2/24 at 11:28am. As confirmed for
  you via email, when you placed your order with us online, you input the
  incorrect email address: [email protected]. Given the data entry
  error when inputting your email address, you did not receive your confirmation
  emails. We provided those to you on Saturday via email as well.
  
  You
  have confirmed that your shipping address is the address input when placing
  your order and your order was delivered on 8/24/24 at 3:52PM in/at mailbox to
  the address below. I will include a link to the tracking of your order for you
  here: ********************************************************************************
  
  **** *****
  **** ********* **
  HYATTSVILLE MD 20785
  United States
  
  Knowing
  that the issue originated due to the data entry error inputting your email
  address, and that your order has been delivered, we are in hopes you will close
  this claim given we were able to assist via traditional means. We also
  recommend against filing a chargeback with your credit card given the order has
  been confirmed delivered as addressed.
  
  Thank
  you.
  
  LovelySkin
  Customer Care 

• Initial Complaint

  Date:06/25/2024

  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 purchased an expensive bottle of skinceuticals spf lotion on 6/18/24 . I had a skin reaction and are allergic but this company refuses to give me a full refund.

  

  Business Response

  Date: 06/27/2024

  
  **** *********
  
  We
  are in receipt of your complaint to the Better Business Bureau and your email stating
  you feel our declining your 7th return in the last rolling 365 days
  is illegal. We can assure you that it isn’t, and that you have agreed to our
  return policy upon each checkout with us and we have multiple email
  communications with you where it is documented that you understood our return
  policy and were ineligible for any more returns until 12/1/2024.  We wish
  you would have abided by this and been truthful in your communications with the
  BBB, but we are including those emails to refresh your memory.
  
  This item is not eligible for a return as previously confirmed for
  you. Our return policy allows for returnable items to be returned, so long as the return is initiated within 30 days from
  the date of purchase, 50% or more remains of the product, and it is returned
  within 7 days of receiving the return authorization number Up to three
  individual items can be returned within 30 days from the date of purchase
  within a rolling 365 day period.  I will include more on this for you
  here: ***************************************************policy
  
  In review
  of your account, we have made exceptions for you in the past above and beyond
  our return policy which allows for up to three individual items to be returned
  within a rolling 365 day period. We also informed you via email on multiple
  dates, that your account was not eligible to make additional returns until at
  least 12/1/24. You were notified of this on 11/30/24, 12/1/23, 1/4/24, 4/30/24,
  and most recently on 6/24/24.
  
  We are
  sorry to hear the S************ Physical
  Fusion UV Defense Tinted Mineral Sunscreen SPF 50 - 50 ml does not work for
  you. We recommend donating this item or giving it to a friend knowing it is not
  eligible for a return.
  
  We
  have to balance many aspects, including the free shipping we offer as well as
  Rewards Points, great sales and our wonderful customer service. Returns are an
  integral part of our experience, but we have to put a limit on the numbers of
  these in order to provide the excellent other parts of our total experience.
  Please know
  that we will evaluate this as well as all of our options each year and it is
  always possible this will be updated in the future.
  
  Knowing that we have made exceptions for you, and confirmed for you
  many times that you do not have additional returns available, we recommend
  finding an alternate retailer to shop with in the future. We will longer
  process orders for you, and wish you the best.
  
  ***** ****
  
  **********
  
  ***** ******

  

  Business Response

  Date: 06/27/2024

  
  **** *********
  
  We
  are in receipt of your complaint to the Better Business Bureau and your email stating
  you feel our declining your 7th return in the last rolling 365 days
  is illegal. We can assure you that it isn’t, and that you have agreed to our
  return policy upon each checkout with us and we have multiple email
  communications with you where it is documented that you understood our return
  policy and were ineligible for any more returns until 12/1/2024.  We wish
  you would have abided by this and been truthful in your communications with the
  BBB, but we are including those emails to refresh your memory.
  
  This item is not eligible for a return as previously confirmed for
  you. Our return policy allows for returnable items to be returned, so long as the return is initiated within 30 days from
  the date of purchase, 50% or more remains of the product, and it is returned
  within 7 days of receiving the return authorization number Up to three
  individual items can be returned within 30 days from the date of purchase
  within a rolling 365 day period.  I will include more on this for you
  here: *********************************************************
  
  In review
  of your account, we have made exceptions for you in the past above and beyond
  our return policy which allows for up to three individual items to be returned
  within a rolling 365 day period. We also informed you via email on multiple
  dates, that your account was not eligible to make additional returns until at
  least 12/1/24. You were notified of this on 11/30/24, 12/1/23, 1/4/24, 4/30/24,
  and most recently on 6/24/24.
  
  We are
  sorry to hear the SkinCeuticals Physical
  Fusion UV Defense Tinted Mineral Sunscreen SPF 50 - 50 ml does not work for
  you. We recommend donating this item or giving it to a friend knowing it is not
  eligible for a return.
  
  We
  have to balance many aspects, including the free shipping we offer as well as
  Rewards Points, great sales and our wonderful customer service. Returns are an
  integral part of our experience, but we have to put a limit on the numbers of
  these in order to provide the excellent other parts of our total experience.
  Please know
  that we will evaluate this as well as all of our options each year and it is
  always possible this will be updated in the future.
  
  Knowing that we have made exceptions for you, and confirmed for you
  many times that you do not have additional returns available, we recommend
  finding an alternate retailer to shop with in the future. We will longer
  process orders for you, and wish you the best.
  
  ***** ****
  
  **********
  
  ***** ******
  

  Customer Answer

  Date: 07/17/2024

  Well I would like it stated that this particular company is Dissatisfying and unrealistic with the return policy, a complete rip off Can you at least do that if you can’t do anything else? I would like it stated somewhere as a complaint then!

• Initial Complaint

  Date:06/10/2024

  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 5/26/24 I ordered on Lovelyskin and never received the order. When I contacted Lovelyskin it said it was delivered to the right address. I have asked my neighbors and post office and still have not received anything as of 6/10/24. The customer care asked me to locate the order. I would not reach out to them if was able to. Why would I say I did not receive the product and spent so much time if I received it?

  

  Business Response

  Date: 06/11/2024

  Dear
  *****,
  
  We
  are in receipt of your complaint to the Better Business Bureau which was not
  necessary, as we have been in communication with you in regard to your order. It
  appears after our investigation your order has been stolen from your porch, which
  we do not have not control over and are sorry to hear. We will still replace
  your order and have set up a replacement to ship to you signature required to
  ensure you receive it.
  
  To
  recap, your order was scanned delivered as addressed to the address you
  provided when placing your order, as confirmed by USPS.
  We
  apologize to hear you have been unable to locate it. In our most recent email
  to you yesterday at 2:55 P.M. after receiving confirmation from USPS that your
  order was scanned at your physical address upon delivery, we asked via email if
  you have since been able to locate it. Sometimes packages are unable to be
  located, or a neighbor may bring them to you after mis delivery. Additionally
  packages have been known to turn up after a day or two if they were errantly
  delivered to a neighbor’s home or picked up by a family member who may not have
  communicated this to you we apologize again to hear that is not the case here.
  
  We
  then received your reply at 7:04PM after business hours confirming you have
  been unable to locate it. Knowing that you have been unable to locate the order
  scanned delivered as addressed to the address you provided at the time your
  order was placed, we have set up a one-time replacement to you signature
  required which has been set up and will ship to you today. We are in hopes that
  knowing this, you will close your complaint knowing a replacement will ship
  shortly.
  
  Thank
  you.
  
  Sincerely,
  
  ***** ******
  Director
  of Customer Care   

• Initial Complaint

  Date:11/27/2023

  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.

  On 10/18/23 I ordered ******* and never received it…when I contacted Lovely skin they said it was delivered to my address….then told me to ask my neighbors, family members and post office which I gad already done before notifying company! I just want the ******* I would never say I didn’t receive it if I had received it!

  

  Business Response

  Date: 11/27/2023

  Dear
  ********
  
  We
  received your order on 10/18/23  at 7:07p that shipped on 10/19/23 at
  10:23a via USPS tracking number ********************** and was delivered in/at
  mailbox on 10/21/23 at 12:13p.m.
  
  We
  had not heard from you in regard to this order until your email to us on
  11/22/23 a month after the order was scanned delivered as addressed. Since that
  time we communicated with you, asking you to check those options as well as
  confirm your correct shipping address while at the same time, letting you know
  we would be conducting a tracer with the carrier that would take 1-2 business
  days.
  
  As
  of 8:05a.m this morning, we have offered to ship a replacement to you,
  signature required at the address below to ensure you get your order. While we
  haven’t yet heard back from you we would appreciate if you would close this
  complaint and reply to our previous emails to you, to accept our offer from
  first thing this morning to replace the order for you.
  
  ***** ******
  ** *** **
  SABATTUS ME 04280
  United States
  
  Thank
  you.
  
  Sincerely,
  
  Arica
  McNutt

• Initial Complaint

  Date:05/30/2023

  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.

  This company is selling a fake version of a skin care product from a company called ******- they have copied the bottle and marketed it on thrir site and online as the actual product but it is very slightly different- they are purposefully misleading people - and also cheating the real manufacturer

  Customer Answer

  Date: 05/30/2023

  I would like to withdraw my complaint. The company has provided proof that the product is genuine and that they are an authorized seller. Thank you. Nicole ****** 

• Initial Complaint

  Date:04/20/2023

  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.

  I was charged for and sent a cream I did not order. Lovely Skin refuses to admit it and will not credit me. They expect me to pay to return the cream to them and refuse to send a return label. VERY BAD customer service. The cost of this cream is $*****.

  

  Business Response

  Date: 04/21/2023

  Dear Mary,
  
  We can confirm for you
  that as provided on your call with us as well as via email, the products
  included in your order are the products you selected when placing your order
  with us online. It is unfortunate that you selected an item that you didn't
  wish to purchase, but that is beyond our control.  While we previously
  offered an exception for you to return this item even though it is a
  non-returnable product, we have now rescinded this offer given the product was
  not returned when this offer was made and, instead, you launched a complaint
  against us despite our initial offer.
  
  In the event this had
  been a system error, we would have immediately offered a pre paid return label
  for the item to be returned, or sent the correct item right away, but we had
  our IT team check out the exact page and clicks you entered and you received
  the product you clicked on and selected.
  
  In review of your orders
  with us, in 2019 a similar instance happened when at that time you ordered two
  of one product but claimed you hadn’t and at that time also lodged a negative
  review that was not truthful.  In the future, with other sites, we
  recommend you be more careful in your selections so other retailers don't
  suffer the effects of your own actions.
  
  In review of your
  accounts over the years, it reflects there have been several times you have
  been unhappy with your selections when placing your own orders and have
  exhibited unwillingness to abide by the policies agreed to upon checkout when
  placing your orders with us. We recommend shopping with an alternate retailer
  in the future, as your LovelySkin.com account has been closed and we will no
  longer process orders for you. ************************************************************
  
  Sincerely,
  
  LovelySkin
  Customer Care 

  Customer Answer

  Date: 04/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This company obviously has had problems in the past with substituting products when they no longer carry an item. I have already blocked them from contacting but they continue to send me emails. Once again: I searched this product on the internet and found it on Lovely Skin website. When I placed the order it showed the item I wanted had been replaced by another product so I ordered the replacement one. I was sent a different one. It’s not hard to understand. 
  
  
  
  Sincerely,
  
  
  
  Mary **********

• Initial Complaint

  Date:04/18/2023

  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.

  Lovelyskin.com sells old unfresh products and refuses to refund buyers when called out on it. The manufacturer of the product I purchased TOLD me in an email thread that the product I received from LovelySkin is "from an old batch, not sure how long lovelyskin has had it". Their words, not mine! When I asked to return the product for a refund they gave me the runaround. I had to file a dispute with my credit card for the amount of *****, still ongoing. I have purchased MANY times from them with NO issues. As a repeat customer you'd think they would want to make me happy instead of losing my business over ** ******** dollars!

  

  Business Response

  Date: 04/19/2023

  Dear Shannon,
  
  We are surprised to see you have
  lodged this complaint after having been assured that this product is of the
  freshest, authorized stock available. You were also provided a free pre-paid
  return label on 2/17/23 to return the product for a full refund. As of yet
  after two months’ time has elapsed, we have not received this item back to us,
  and no tracking can be seen that it has ever been returned via USPS tracking
  number ********************** 
  
  We have also replied to the dispute
  you filed with your credit card company on 3/2/23 which was decided against you
  after we provided confirmation via the chargeback this product was as described
  and is of the freshest, authorized stock available.  Despite the fact
  that your credit card company decided against you, you still are continuing to
  misrepresent the situation with mistruths against our company.
  
  In your complaint you have now
  lodged here, you have included untruthful information and state we have
  given you the run around and will not refund you when in fact, the exact
  opposite is true. Even knowing the product is exactly as depicted on our site,
  as well as the manufacturer's, and that it is of the freshest stock available,
  we provided a free return label so that we could refund you without further
  hassle after receiving your return. You have instead decided not to return the
  product and keep it even though you feel it was not as described, and not of
  fresh stock.
  
  You will have recently received an
  email from our representative with ****** confirming that this product is of
  fresh stock also, which is once again untruthfully represented on your
  complaint.
  
  Due to the length of time since we
  sent you the refund opportunity and your continued use of this product, a
  refund is no longer available to you. We are sorry that you chose to not return
  this product, yet spread falsehoods about our company.
  
  Sincerely,
  
  Arica ******
  Director of Customer Care 

  

  Business Response

  Date: 05/01/2023

  Our representative with ****** reached out to Shannon personally via phone on three separate occasions and left voicemail on 4/26/23. The manufacturer would have also liked to speak to Shannon to confirm that this product was of the freshest stock available. We have not yet heard back from Shannon in regard to the information confirmed via voicemail or email in regard to this.