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:05/31/2024

  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.

  May 29, 2024
  As other complainants have stated, the business practices of this establishment are deceptive & predatory. It is now going by the name ***** (or at least this is the name on the charge according to my credit card company; Google has no record of a business by this name).
  
  I gave my credit card for a $400 purchase (the eye cream others have mentioned), and then was charged close to $3000 for an infrared wand. The owner told me he had gotten permission from my credit card company to put $2400 on my card with a status of pending (for 90 days) during which time I could return the wand as long as it was not opened. I told him I could not put a charge that large on my card as I'm in the process of buying a house & it would affect my credit. The owner then told me he would give me the device as a gift as long as I promised to tell people about his device & skincare product and most importantly not sell it.
  
  I asked repeatedly for confirmation that I would not be charged; he assured me repeatedly that I was not being charged.
  
  I assumed this was true because I didn't sign a sales receipt. He asked me to sign a form on an iPad to register the device; it didn't mention a price or payment.
  
  I asked them to ship the device to me but as I was leaving, they pressed me to take it with me because it was so expensive (they said retail cost was $28K) & delicate. I have it with me now, unopened, but am reluctant to mail it back because I can't confirm the address.
  
  Looking for an address online, I found an article written by ******** ******** on the KOB 4 (local news) website published 12/19/23 & updated 12/20/23, detailing numerous incidents like this.
  
  According to the article, "the Consumer Division at the New Mexico Attorney General’s Office sent a letter to Santa Fe police, saying based on those complaints, they’ve identified “potential criminal charges.” Santa Fe police are requesting other victims file a report, which I'm in the process of doing.

  Business Response

  Date: 06/17/2024

  We  would like to sincerely apologize for any inconvenience that may have occurred recently.
  As a company, we are committed to ensuring that customer service remains our top priority, and we deeply regret any shortcomings in this regard.
  
  Rest assured, we have thoroughly investigated the matter and proceeded to refund the full amount to the client promptly.
  Upon speaking with the client directly regarding the issue, it has come to our attention that the review in question was not actually authored by her.
  Rather, it was a friend who had left the review without having experienced the services of our establishment firsthand.
  
  We understand the importance of accurate and constructive feedback from our customers, and we value the input provided by each individual to help us improve our services further.
  We remain dedicated to ensuring that all our customers have a positive and enjoyable experience with us.
  
  If you have any further questions or concerns, please do not hesitate to contact us directly. 
  
  
  

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  10/12/2023 Santa Fe, NM Plaza on vacation. I was approached handed a small sample of lotion from an unidentified salesman from a shop without signage. He then told me he wanted to give me a free gift. A saleswoman also told me that he wanted me to go inside and see what they do and that he was going to give me a free gift. I went in and a 2nd salesman had me sit in a chair like at a salon and he stood in front of me and applied an eye cream. He then wasn't giving me anything for free but was selling the eye cream. He and the first man talked back and forth about what they could sell the cream to me for. I finally agreed to buy the cream. He had me follow him to the register and there was no signage about store policies. He never once said anything about policies. He charged my card but did not give me a receipt. I later received a text with a link to my receipt. I had asked a question about other skin issues and he brought over the first man and they led me to a chair in the corner and both stood in front of me. The man put product on me and used a red light device and kept talking about all these things it could do and when finally said price I told him I couldn't afford it, he kept coming down on price and I kept objecting, he then told me to give him my card and he took my credit card and ID. The second man was around and talking about a product warranty that needed to be completed. The man showed me a price as I was initialing something on the iPad that I thought was the warranty. The receipt was put in the bag and I didn't look until after I returned to Colorado. No verbal indication of policy and no in-store signage. Throughout experience both men asked for hugs and the 1 asked me to kiss him on the cheek. I have ptsd from complex trauma and their tactics triggered me and I felt unable to leave the store with them physically in front of me and to me, the man basically stole my cc when he told me to give it to him. I have tried to contact the store to no avail

• Initial Complaint

  Date:08/28/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 August 12th, we were walking by the store and fell for their "come in and see our amazing product"' scam. We let them do their sales schpill and I agreed to buy the red light wand. I asked him price several times. Gave the credit card and confirmed once more that it was $2800. Sol said absolutely. They threw in several other things, acting as if I was getting them because they were being nice. They put the receipt in envelope and stuffed down in one of the bags. Several days later, I found receipt and realized I had been charged $28,000.00 plus tax w/ a big stamp across "all sales final". I called store thinking that they had accidently typed an extra zero and would be easy fix. However, Julian was extremely rude. Said I purchased the $28K package and had well over that amount in product. I WOULD NEVER PAY THAT AMOUNT FOR SKIN CARE! I could have plastic surgery done for that amount. And to be honest - according the receipt and package I bought - I didn't even get half the products they listed in the package. TOTAL SCAM AND MOST DISHONEST PLACE I HAVE EVER BEEN. We are filing a fraudulent charge as well.

• Initial Complaint

  Date:05/19/2023

  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.

  I am not writing because I was deceived and by omission lied to by the people running the Studio 12 (Santa Fe Voupre) store located ** *** ***** ** **** ***** ** ***** *** ** ***** phone number ###-###-####. After being strongly persuaded by the store’s salespeople, my sister and I each purchased a infra-red handheld device sales price $10K. Neither my sister or I saw a sign or, informed by the sales staff, this product (as all their products) is non-refundable. It was not until we left the store and were back to our hotel, we saw the receipts that stated all sales final, no refunds. According to Voupre website the reason given for no refunds was due to Covid 19 pandemic. This excuse may have been valid 2020/2021, but not today. How is returning a non-open cellophaned wrapped box be a hazard to anyone. If Covid is such a concern for this company, why were the sales staff not wearing masks, gloves, or immediately washing hands after touching our faces? I came back to the store and was told by the woman who sold us the machines she'd “work” with us to get a refund. Because my sister was not with me at this time, she asked for my sister’s phone # to call her (which she never did). Then, asked me if we could come later that afternoon or next day (Saturday). Due to a prior engagement, I told we'd come back on Saturday. We returned to store and the doors locked. A vendor said they do not open on Saturday’s. Why would she tell me to come back the next day knowing you're not open. Had we known "all sales are final"/no refunds, neither of us would have purchased this device. Initially salespeople were pleasant but we ended up being dupted by high pressure sales tactics (not illegal, but underhanded). I've reached out to the company by email and they basically replied, they are not going to help us instead choosing to hide behind their no refund due to Covid policy *again was not clearly displayed anywhere in the store or ever mentioned once by the salespeople!

  Business Response

  Date: 05/30/2023

  We are sorry to hear about the experience at our Santa fe spa location.
  We care a lot about our clients and customer service and experience.
  
  After reviewing the file and purchase we see that the client made a purchase o* ******* ******* devices and received products for the value of over 5K. which were shipped at the client convenience the same day.
  Unfortunately, we cannot take back medical devices after they have been registered and the warranty has been activated under the client personal information.
  since Covid we have a very strict policy regarding no return/refund of medical devices, this has no relevance to the quality nor the value of our products.

   

  For further more questions do not hesitate to contact us,
  **** ** *** ****** *** ***

  Customer Answer

  Date: 05/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because everything I've heard back from this company is a catch 22. I went on their website and it said you had to register the infrared wand within 10 days of purchase or the lifetime warranty would not be in effect. So, because I knew this process of going through the BBB would take longer than the 10 days, I wasn't going to be cheated out of the warranty on top of NOT being able to get a refund. Now, I'm not surprised (because they are not an ethical company) they write back that they won't take back the item because it's registered. This is just another example similiar to not knowing their return (or no return) policy until after you make a purchase. This is how this company traps the customer into paying for something and NOT being allowed to return it for a refund. They are "hiding" behind their "invisible" at the time of purchase, policy because of covid. As I explained before, the device is brand new still wrapped in the manufacture packaging and they didn't allow me to return it then next day due to covid?? I can understand if I had opened it, but this was not the case with me or my sister. Again, if covid was such a concern, why do none of their sales team in the store wear masks and wash their hands after touching customers faces! It's simply a way to unethically make money from the unknowing customer. If it was an ethical business, they would inform the customer of the return policy so they are TRULY making an informed decission...not find out until after they've made the purchase to see their receipt stamped NO Refund or Return. 
  
  
  
  My sister and I both feel decived by this company and we stand behind this complaint.
  
  
  
  Regards,
  
  
  
  ***** ******* 

   

• Initial Complaint

  Date:04/25/2023

  Type:Sales and Advertising 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 was lured into this business after a ***esman was lingering in front of the business and without my permission applied an eye cream under my left eye saying it would make me "look ten years younger." I did go into the store to inquire about the cream and was urged to receive a "free, high end facial" from another person who was rarely there and an expert in facials. After and hour and a half of having him applly many creams and using some type of laser, again without my permission, he pressured me over and over again to accept a special offer only he could offer to buy the machine and he would "throw in hundreds of dollars in other products" as he wanted to honor my health care service. He quoted me a price of $1,300 and told me to stay in the back room and relax and her would take care of everything. I said I was uncomfortable spending that much money as I am retired and he assured me I could bring back to products the next day if I had any hesitations. He brought back two shopping bags of products and said I just needed to go up front to sign a document that would cover any damage to the products while in my possesion in case I brought them back. I went up front to sign but told him I didn't have my reading glasses wiith me to read the fine print and he assured me it was "no big deal" and that I worry to much and that was why I had so many lines on my face. I left and went I got back to the hotel room that evening I was shocked to read that the receipt read $13,000 not $ 1,300. My spouse went back first thing the next morning on our way out of town to return the products as was told that they don't accept returns at that store and gave me a phone number and email address to contact for the returns. I protested this process but he again said, "you worry too much and it will be fine." The phone number was for purchasing additonal products as was the email address. I continued to get shut down for this return process and now realize I have been scammed.

  Business Response

  Date: 04/27/2023

  We acknowledge the particular case in question and have been responsive to the client's grievances on several occasions. Our company specializes in selling premium, efficacious skincare products from Voupre, and we are committed to assisting our clients in meeting their skincare needs while also treating them with the utmost respect.
  As is customary with many businesses, we offer samples to prospective clients. In this case, the client received a sample and departed without entering our establishment. However, the client subsequently returned to our store and waited for an available associate to provide a demonstration of our products. Following the demonstration, the client made a voluntary decision to purchase the products. Our staff did not exert any undue pressure on the client to make the purchase, and the client expressed satisfaction with the transaction in a prompt response to our follow-up email.
  As a matter of policy, we have a strict no-refund policy, which is clearly stated on signs posted at our register location, on our receipts, and on a waiver form that the client acknowledges by signing prior to the transaction. We believe this policy to be both lawful and equitable given the nature of our business.
  In light of our careful review of the case, we extended a compensation offer to ********* in an attempt to improve her overall experience, but she declined the offer.

  Customer Answer

  Date: 05/01/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I have no idea what they are offering as a compensation as I never received correspondence of a compensation offer. More lies and I want a refund as promised by *** who said “of course he would refund me the amount”and all I had to do was bring the products back. I brought the products back when the store opened the next day. Then he told me they don’t do the refunds there and I would have to mail the products back to an email address  on a card he gave me along with the phone number. It turns out these contacts were bogus and when I spoke to a person at the phone number they told me it was for new orders only. They said this has happened before and I was getting “getting a run around”.  I have a Santa Fe PD record number for a fraud investigation as this same business attempted to charge additionally after I canceled my card. I have also filed a complaint with the Santa Fe Attorney General’s office in which they will also be investigating the deceptive and predatory practices of this business.I will only accept a total refund and return the products unopened as preciously promised by ***. 
  My spouse accompanied me and can verify that there were no signs posted for”no refunds”. This corroborates what others have stated that this signage is non existent.  All of the products remain unopened I have retained an attorney and if this is not done I will file additional charges due to loss of work time and pain and suffering endured due to this ordeal.

  Regards,   ********* ********

  Business Response

  Date: 05/10/2023

  Dear BBB,
  We respectfully disagree with the allegations made by the client in her complaint against our business. Since the client contacted us, her story and statements have been inconsistent and constantly changing. Moreover, the client seemed to be very happy with her purchase as we sent a detailed email with instructions explaining how to use her new products and she replayed "It was a pleasure to work with you" (see attached file) We would like to bring to your attention that on April 3rd, we sent an email to the client that clearly explained our strict store policy of no refunds, along with a compensation offer of 20% discount for the inconvenience caused. We would like to provide evidence to support our position. We have attached a screenshot of the email that was sent to the client on April 3rd. The client mentioned in her email that she contacted our customer service and claimed she was “getting a run around” , but unfortunately, she reached out to a different company called ** **** ******, which may have caused some confusion with her claim. We explained to the client that this is not our customer service, and we have no connection with this company. We have attached a screenshot of the conversation log with ** **** ****** for your reference.  We would also like to clarify that we went through the entire transaction history, and there were no other transactions charged to the client's credit card, except for the two transactions mentioned below:
  - First transaction - $428.30 (including taxes)
  - Second transaction - $13,011.60 (including taxes) 

  Furthermore, we would like to highlight that our company does not hold our clients' credit card information and does not attempt to charge their credit cards without their authorization.
  The client mentioned in her complaint that her spouse witnessed the lack of a refund sign. However, after reviewing the footage from our cameras, it is clear that ********* was at our establishment by herself, and her spouse was not present during the transaction. In addition, the no refund policy was clearly stated on the register desk, and the client read through our store policy and signed her initials by every statement, confirming that she agreed to the store policy.  Lastly, we would like to emphasize that our no refund policy is strictly enforced, and we cannot guarantee something that our company is unable to do.  We would like to assist ********* with this matter, and we offer a 20% compensation as previously offered.Thank you for your attention to this matter.   Sincerely,
  Santa Fe Spa Center by VouPre

  Customer Answer

  Date: 05/10/2023

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