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:03/14/2024

  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 no longer want to receive Keranique shampoo and conditioner. Please stop sending your products to:*********************************** *************************************************************

  Business Response

  Date: 03/18/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *******************************.  As an initial matter, please note that we refunded $38.70 to the consumer on March 15, 2024.  The refund should post to the consumers account within 3 to 5 business days. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.           
  
  Upon receipt of this BBB complaint, we reviewed the consumers history with our company. On July 3, 2023, the consumer placed an order for a Keranique Shampoo & Conditioner set, with auto-ship. As per the offer the consumer accepted, she would then receive a new supply of the Keranique Shampoo &Conditioner every 60 days thereafter until cancelled or the product returned.
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our ******************* and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  Since the customer never contacted us to cancel her auto ship program or returned a shipment to our warehouse, we continued to ship a new supply of product every 2 months from September 2023 through March 2024, for a total of 4 auto shipments.
  
  We contacted the consumer by phone on March 15, 2024 to discuss her account. As a good will gesture, and an exception to our policy that states orders must be returned for a refund, we refunded $38.70 for the consumers last shipment on March 2, 2024. The refund charges should post to the consumer's account within the next 3 to 5 business days. The consumer's account is closed and she has a zero balance. She will not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.
  

• Initial Complaint

  Date:10/09/2023

  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.

  Ordered product from them I specifically made sure it was not a subscription based order. However, two month later I was charged again and when I phoned up they said I had a subscription purchase. This is the SECOND time this has happened with this company. I told them I didn't want product. However, I can only get my money back if I pay for product to be returned.I truly think that this company is running some sort of scam here.

  Business Response

  Date: 02/02/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *****************************. First, we apologize for how long it took for us to respond.  We just recently got access to the BBB website to receive and respond to consumer complaints.
  
  We have investigated her claim, and below are the facts and our resolution of the matter based on the notes in her account. As an initial matter, please note that we refunded a total of $52.26 to the consumer on January 24, ****. The refund should post to the consumers account within 5 to 10 business days. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.           
  
  On August 8, ****, the consumer ordered a 60-day supply of the Keranique Hair Regrowth Treatment, with auto-ship. As per the offer the consumer accepted, she would then receive a new 60-day supply of the Keranique Hair Regrowth Treatment every 60 days at a total cost of $49.30 plus tax per shipment. The only way the customer could receive this price was by selecting the auto-replenish option on the Keranique Hair Regrowth Treatment product page.  If she bought 2 units of this product (which is a 60-day supply) using the One-Time Purchase option, the total price would have been $58.00, which is 15% higher than the product cost with auto-ship.
  
  The consumer placed her order online through www.shop.keranique.com.The terms, order charges, payment dates, as well as all other conditions for each auto ship program were clearly disclosed on the website and on each invoice, which was included in each shipment she received. The customer also received an order confirmation email that described the terms, order charges and future shipment timing and a link to manage her account through our online customer portal.
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our Returns Department,and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  Since we never received a product return and the consumer did not contact our company to cancel her Keranique Hair Regrowth Treatment auto-ship program, we shipped another 60-day supply to the consumer on 10/6/2023 and charged the consumer $52.26 ($49.30 + $2.96 sales tax).
  
  The consumer contacted our *************************** on 10/9/2023 asking about her charges and claimed that she had already cancelled the subscription (auto-ship) and did not order anything new. The **************** Representative advised the consumer that she was still in an active auto-ship program. The representative promptly cancelled the auto-ship program and issued a Return Material Authorization number and return instructions for the consumer to return the product so that we can issue a refund, per the Money-Back Guarantee published on our website and communicated on every shipping statement.
  
  Based on the customers complaint to the BBB, we realize that she may not have understood that the lower price was only for orders that are attached to an auto-ship program. Therefore, in good faith, we refunded the $52.26 charged for the 10/6/2023 auto-ship. The refund should post to the customers account within 5 to 10 business days.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 

  
  Thank you.
  

• Initial Complaint

  Date:07/26/2023

  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.

  Ordered product 1-2 months ago and paid at time. No plans to reorder. Recieved call asking me to pay $200 dollars for remaining balance. I refused.

  Business Response

  Date: 02/19/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer ***********************. First, we apologize for how long it took for us to respond.  We just recently got access to the BBB website to receive and respond to customer complaints.
  
  We have investigated her claim, and below are the facts and our resolution of the matter based on the notes in her account. As an initial matter, please note that we refunded $70.53 to the consumer on 1/24/2023. We also waived the $240.68 balance due on the account. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.     
  
  On 6/13/2023, the consumer accepted an initial offer of a 30-Day Supply of our Keranique 6-Piece Introductory Kit. During the checkout process,she cancelled that offer when she accepted an Upsell that offered a 90-Day Supply of our Keranique 6 piece kit with a discounted Mousse added to the first shipment. The cost for the Keranique kit was $149.85 per shipment and billed in 3 equal payments of $49.95 + tax, with auto-ship. We added the discounted Mousse charge, $12.47 to the first payment so the customer paid $68.35 upon shipment and still owed 2 payments of $49.95 + tax (for a total of $109.39) for the balance of that shipment.
  
  The consumer then accepted a 60-day supply of our Keranique Hair & Scalp Supplements with auto-ship. The cost of the first Keranique Hair & Scalp Supplements  was a discounted $1.99 + tax for shipping and processing charged on the day the first order shipped followed by two equal payments of $59.95 + tax charged on day 30 and day 60 after shipment. We charged the customer $2.18 ($1.99 S&P and $0.19 sales tax) upon shipment and the customer owed an additional $131.29 ($119.90 +$11.39 sales tax) for that shipment.
  
  The consumer placed her order online through www.keranique.com.The terms, order charges, payment dates, as well as all other conditions were clearly disclosed on the website and on the invoice, which was included in the order she received. In order for the order to have gone through, she was required to check off an agreement box acknowledging that she understood and accepted all of the terms and conditions of the offer. Her order would not have gone through if she had not accepted the terms and checked off the agreement box.
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our Returns Department,and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  Based on the consumers complaint to the BBB, we apologize that she may not have realized that she accepted the Upsell and Cross Sell offers on our website and owed additional money on her shipments. Therefore, in good faith, we refunded the $70.53 in charges made to Keranique and waived the outstanding balance.
    
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.
  

• Initial Complaint

  Date:05/23/2023

  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 found out I was pregnant in January of 2023. Decided to cancel my Keranique subscription in February 2023 because directions say not to use if pregnant. I spoke with a male customer service representative. He told me he would cancel all my subscriptions and Id receive no more orders from them but that Id be charged one remaining fee of $64 and some change in March and then would owe nothing else. I agreed to the terms and understood what he said. In May of 2023, Keranique began emailing, calling, and sending letters relentlessly demanding money. I explained the situation via email and over the phone. I asked them to check with the person who canceled my subscriptions. All to no avail. They are still demanding money even though I owe them nothing. I do not advise EVER purchasing from this company for any reason.

  Business Response

  Date: 02/19/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *********************************. First, we apologize for how long it took for us to respond.  We just recently got access to the BBB website to receive and respond to customer complaints.
  
  We have investigated her claim, and below are the facts and our resolution of the matter based on the notes in her account. As an initial matter, please note that we refunded a total of $175.84 to the consumer ($66.28 on 1/24/2024 and $98.86 on 2/6/24). The refunds should post to the consumers account within 5 to 10 business days. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.           
  
  On 1/27/23, the consumer accepted an initial offer of a 30-Day Supply of our Keranique 6-Piece Introductory Kit plus the 7 Day Jump Start and Mousse for a total cost of $98.86 including $6.47 sales tax. This shipment was paid in full.As per the offer the consumer accepted, she would then receive a new  90-day supply of Keranique every 90 days at a total cost of $149.85 plus tax - split into three monthly payments until cancelled or the product returned.
  
  The consumer then accepted a 60-day supply of our Keraviatin vitamins with auto-ship. The cost of the first Keraviatin vitamin shipment was a discounted $1.99 + tax for shipping and processing charged on the day the first order shipped followed by two equal payments of $59.95 + tax charged on day 30 and day 60 after shipment. As per the Keraviatin vitamin offer the consumer accepted, she would then receive a new 60-day supply of vitamins every 60 days until cancelled or the product returned. After the first shipment, the shipping and processing cost increased to $5.99 + tax that was charged each time a new package was shipped followed by two equal payments of $59.95 + tax charged at day 30 and day 60 after each shipment.
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our ******************* and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  Our records indicate that the consumer requested an R.M.A. number and cancelled her Keraviatin autoship program via our online customer portal on 2/4/23. She also called our *************************** that day and cancelled her Keranique Kit autoship program. The **************** representative may have erroneously told the consumer that she had one more $64.14 payment due in March for the Keraviatin shipment when she actually had 2 remaining payments due in March 23 and April 23.  We charged $64.14 on 3/23/2023 but the final payment was never successfully charged. The Keraviatin shipment was never returned to our warehouse either.
  
  Based on the consumers complaint to the BBB, we apologize that the customer was not fully aware that she owed 2 installment payments for the Keraviatin shipment.  As a gesture of goodwill, and in exception to our policy, we waived the balance due of $64.14 for the Keraviatin shipment and refunded $175.84 for the previous payments made on the Keranique Kit and Keraviatin shipments.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.
  

• 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.

  I tried the product for 3 months October, ******************** of 2022. I called to cancel at the end of Dec.2022. They gave me a few months without sending any product. They gave me until March 2023 to call if I wanted to resume getting more product. I called on Feb. 13, 2023 to cancel completely. I saw on March 17, 2023 that they charged my credit card for $67.03. I called my credit card and they refunded my card until they did an investigation. Well Keranique responded that I never cancel it. My credit card recharged my account again on April 10,2023. In the mean time Keranique sent me the product on March 27, 2023. I called them immediately and they told me to send it back giving me a return number and this time they sent an email that my account was cancel. They received the product on March 29,2023 according to **** tracking number. Keranique said they credited the account on March 31, 2023. *********** says they never received anything. The only evidence I have is the receipt from ****. Both Keranique and *********** just are shifting me to customer service and no one is helping to resolve the problem. I received an email from Keranique about how to return the item back but never that they got the product and when they credited my account. Everything has been told to me by phone.

  Business Response

  Date: 02/15/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *********************. First, we apologize for how long it took for us to respond.  We just recently got access to the BBB website to receive and respond to customer complaints.
  
  We have investigated her claim, and below are the facts and our resolution of the matter based on the notes in her account. As an initial matter, please note that we sent a refund check for $242.20 to reimburse the consumer for the credit card dispute that was reversed by the bank and for one of her previous shipments as a goodwill gesture. The refund check will be delivered to the consumer within the next **** days. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.            
  
  On August 15, 2022, the consumer accepted an offer for a 30-Day Supply of our Keranique 6-Piece Introductory Kit for $49.95 plus tax, with auto-ship. As per the offer the consumer accepted, she would then receive a new 90-day supply of Keranique every 90 days at a total cost of $149.85 plus tax and shipping and processing - split into three monthly payments until cancelled or the product returned.
  
  The consumer placed her order online through www.keranique.com.The terms, order charges, payment dates, as well as all other conditions for each auto ship program were clearly disclosed on the website and on each invoice, which was included in each shipment she received.  
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our Returns Department,and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  We shipped out a 90-day supply of the Keranique Kit on September 11, 2022 and charged the customer a total of $175.17, split into 3 equal payments of $58.39 on September 12, 2022, October 16, 2022 and November 15,2022.  
  
  According to our **************** notes, the consumer contacted our call center on November 15, 2022 and delayed her next shipment until March 20, 2023.  The consumer called back on February 13, 2023 to cancel her autoship program.  However, no action was taken by our customer service representative so a new ****** supply of the Keranique Kit was shipped on March 17, 2023 and the consumer was charged $67.03 upon shipment. This was an error on our part and will be investigated internally. The consumer contacted us again on March 20, 2023 and cancelled her autoship program and requested a Return Material Authorization number to return the most recent shipment for credit. The customer service representative handled this request correctly.
  
  On March 31, 2023, the bank notified us that the consumer filed a chargeback against the March 17, 2023 charge and returned the money to the consumer.At that time, we researched the consumers account and the product had not been returned to the warehouse yet so we disputed the original chargeback and the bank must have ruled in our favor and charged the consumers account again. Note, our warehouse processed the consumers return on April 25, 2023.
  
  Based on the consumers complaint to the BBB, we apologize that we did not cancel her Keranique autoship program back in February 2023.  Therefore, in good faith, we refunded the $67.03 charge that the bank reversed in our favor plus the $175.17 paid for her September 11, 2022 shipment. Due to the age of credit card transactions, we mailed a $242.20 refund check to the consumer on February 15, 2024.  The refund should arrive at her address within the next **** days.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.
  

• Initial Complaint

  Date:02/16/2023

  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.

  They are trying to charge me for products I never received. I told them this and they continue to bill and harass me. Everytime I speak to customer service they ignore me and continue to bill and harass me. Im tired of these scam artist c

  Business Response

  Date: 02/19/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *********************. First, we apologize for how long it took for us to respond.  We just recently got access to the BBB website to receive and respond to customer complaints.
  
  We have investigated her claim, and resolved this issue back on 2/16/2023 and waived the remaining $292.24 balance due on her account. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.     
  
  On 11/6/2022, the consumer accepted an initial offer of a 30-Day Supply of our Keranique 6-Piece Introductory Kit with autoship. As per the offer the consumer accepted, she would then receive a new 90-day supply of Keranique every 90 days at a total cost of $149.85 plus tax and shipping and processing - split into three monthly payments until cancelled or the product returned.
  
  The consumer then accepted a 60-day supply of our Keranique Hair & Scalp Supplements with auto-ship. The cost of the first Keranique Hair & Scalp Supplements  was a discounted $1.99 + tax for shipping and processing charged on the day the first order shipped followed by two equal payments of $59.95 + tax charged on day 30 and day 60 after shipment. We charged the customer $1.99 S&P upon shipment and the customer owed an additional $119.90 for that shipment.
  
  The consumer placed her order online through www.keranique.com.The terms, order charges, payment dates, as well as all other conditions were clearly disclosed on the website and on the invoice, which was included in the order she received. In order for the order to have gone through, she was required to check off an agreement box acknowledging that she understood and accepted all of the terms and conditions of the offer. Her order would not have gone through if she had not accepted the terms and checked off the agreement box.
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our ******************* and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  Our records indicate that since we never received a product return and the consumer did not contact our company to cancel her account until 2/16/23, we shipped out a new 90-day supply of Keranique on 12/2/2022. The total cost for that shipment was $172.34 (including $11.97 s&p and $10.42 sales tax).
  
  The consumer called our *************************** on 2/16/23 to discuss her balance. The consumer claimed she never received those shipments,did not want any more shipments and requested that we waive the balance. As a gesture of goodwill, and in exception to our policy, we waived the $292.24 balance due. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.     
     
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.
  

• Initial Complaint

  Date:12/20/2022

  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 received a RMA from the customer service representative on or before 11/27/2022, and was advised I needed to pay for the return shipping, okay, I understand. The product was properly packaged and returned. I received confirmation from *** that the package was delivered. I called a week later regarding credit to the account and spoke with ***** in customer service. I provided her all the details and she confirmed that the she did not deny that the package was received but she needed to locate it. She assured me at that time that I would be credited within 3-5 business days. I have since sent two emails to their customer service line on December 15th and again on December 16th and have not received a response to my inquiry. I would like the refund of $162.77 that I was told I would receive upon return of the product. Thank you

  Business Response

  Date: 02/20/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *****************************. First, we apologize for how long it took for us to respond.  We just recently got access to the BBB website to receive and respond to consumer complaints.
  
  We have investigated her claim and resolved the matter back in December 2022. We refunded $162.77 to her credit card on December 20, 2022. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.           
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.
  

  Customer Answer

  Date: 02/21/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/15/2022

  Type:Sales and Advertising 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.

  This company sends repeated emails and gives no option to unsubscribe. When you click the "unsubscribe" link it directs you too a marketing and purchasing page.

  Business Response

  Date: 02/20/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer ***************************. First, we apologize for how long it took for us to respond.  We just recently got access to the BBB website to receive and respond to consumer complaints.
  
  We have investigated her claim and found that she is not listed as a Keranique customer in our Customer database.  Just in case she was being contacted by a third party partner selling our products, we added her email address, ******************** to our email suppression file that our partners access when marketing our products.  Please allow up to 10 business days for complete removal from the email list.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.