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Business Profile

Skin Care

LovelySkin.com
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Regarding order ******* placed on 3/29/23 for $*** and with arrival date range of March 31-April 3.
    This skin care goods purchase was delayed continuously in the processing stage by LovelySkin due to use of points. They failed to fully disclose prior to or at time of purchase or checkout, that point use is subject to “approval delays” substantially affecting shipping timelines. I only found this out after calling and emailing multiple times to inquire why order is stalled. Lovely skin is now offering substandard customer service, obfuscating my requests to cancel the order despite multiple attempts.

  • Initial Complaint

    Date:12/30/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Purchased skin care products on 12/4/2022 for $******. I used the product for the first time on 12/27/2022 and had a allergic reaction by the third day of use. I sent pictures to the company showing the reaction. I requested a full refund for the whole line of six products that I purchased. The web site states 100% guarantee. Which makes you feel confident in buying from them. But they will not refund the whole amount. Only 3 items per 365 days. I do not want store credit due to the fact I can not return it if it is not satisfactory since I am past my return limit. Plus the whole issue with shipping costs. Since this not a buyer's remorse or changing my mind kind of issue it's a allergy issue with skin/health products. There should be an exception for the full refund.

    Business Response

    Date: 01/23/2023

    Business Response /* (1000, 5, 2023/01/02) */
    Dear Jeanne,

    Given you provided on your calls with us last week you have reacted to the products, we offered a one time accommodation to allow all 6 products to be returned, which is actually not part of our refund policy which allows for a maximum of three individual products per running 365 day period and is on our return policy and clearly stated.

    Given the fact that you have declined this special accommodation, we will only be able to offer the three to return, which you would need to do at your expense.

    Due to the highly subjective nature of skincare it is not possible to guarantee that a product will work for everyone. Our return policy allows for you to check to see if a product agrees with you, check for any sensitivities or allergic reactions, as well as may other reasons, but we allow a maximum of three returns per 365 day running period, which is clearly stated.

    As included in the return policy agreed to upon placing your order:

    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. We accept to up to three individual items to be returned or exchanged in a 365-day period. After three returns or exchanges, you may make another once 365 days have passed from the date each individual return or exchange was processed. LovelySkin's standard return shipping cost is $**** for USPS Priority Mail and $***** for ************ shipping. Different shipping rate options for returns falling under special circumstances are subject to review by the Customer Care team. If you prefer, you may ship your return using your preferred shipping label, costs and method if the item or order will arrive within the required return period.

    We are sorry that you chose to lodge a complaint, despite having knowledge of the return policy at the time you ordered these products. Our best wishes to you in the future.

    Sincerely,

    Arica ******


    Consumer Response /* (2000, 7, 2023/01/13) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I said resolved but, I am not completely satisfied. I want to make my return and move on, The company says, "Once the compliant has been confirmed as expunged and off our record entirely" then they will be able to return three items not the six that they had originally agreed to verbally and in writing because I lodged this compliant. So, it appears they are trying to punish me or teach me a lesson for telling the truth.

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