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:05/20/2025

  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.

   
  Complaint: 23353099
  
  I am rejecting this response because:
  As already explained to you, the Bank and Lola Soap I was not informed about the No Refund Policy. The "received facial" was a bit of cream on the left side of my face, then the Sales Person went fully in the Sale of the devices. She confirmed several times, that I can try the products 14 days and bring them back - when I brought back the Merchandise she told me, customer Services would Call me (never did) to solve that and STILL didn't tell me about the No Refund Policy. So i was pressured to the purchase unser false pretense and want my Money back

  
  Sincerely,
  
  ********* Wellschmidt

  d the package to me. I refused the package, that they sent anyway, from ***** on January 21st, 9:53 AM, CET. If needed I can send you the video from my surveillance camera, including voice.I also have WhatsApp Messages from the shop saleswoman, where she confirmed I'd have two weeks to try it out and where it's clear, that I wanted to bring it back the same day, including photos in the shop with the merchandise and the Serial number, if needed.I disputed the transaction with my bank, but Lola Soap claimed that I hadn't contacted them to get the matter solved and that they informed me about not giving refunds - which is, as I said, untrue. So as of now I don't have the merchandise and don't have my money and want you to help resolve this as they again stopped answering

  Business Response

  Date: 05/20/2025

  The customer is known to our customer service team. She visited the store, received a facial treatment, and decided to make a purchase. The customer requested shipping and completed the relevant forms herself. She signed all necessary documents which mentioned our company policy, including the credit card authorization and the shipping form. The products were shipped to her home as per her request.
  The customer was in direct contact with her beauty consultant. According to company our policy: "All sales are final, no refunds". However, exchanges are allowed within 14 days of purchase. If a customer is dissatisfied, they may exchange the product for another of equal value.
  In this case, the customer neither requested an exchange nor attempted to use the products. Instead, she refused delivery of the package that was sent in accordance with her original request. Following this, the customer filed a dispute and a pre-arbitration, resulting in a temporary chargeback from our account a process which was explained to her.
  It appears that after we submitted all the relevant sales documentation to the bank, the bank ruled in our favor. The customer, unhappy with the outcome, subsequently filed a complaint with the BBB.
  As previously communicated to the customer, we are still happy to offer her an exchange for any product she is unsatisfied with, even beyond the 14-day exchange window.

  Business Response

  Date: 05/20/2025

  Please note that the customer has attached files containing an image of the personal beauty consultants children. Kindly ensure this image is either hidden or removed. Thank you.

  Business Response

  Date: 05/20/2025

  The only communication our customer service team has had with the customer has been through emails and the submitted complaints. 

  As previously mentioned, we are more than happy to resolve this matter to the satisfaction of both parties.

  Please contact our customer service team for further assistance.

• Initial Complaint

  Date:05/16/2025

  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 have not received any information or contact from the business. In fact, their phone number is no longer listed online or being answered. phone and asked to return the items. She said it was special pricing due to a medical convention in town, and that I would need to talk with people from the office. When I talked with someone from the office, they said they dont allow returns since it is on the receipt. (Again, that was inaccessible, and I was receiving a facial with product on my face when I filled out the shipping form and signed the receipt). I asked for a refund but was refused and was told Id need to speak with upper management but that they wouldnt be available until the following Monday since it was too late in the day on Thursday and they dont work Friday thru Sunday. I asked to receive a call back to have the issue resolved since the receipt says no exchanges after 14 days, and Monday would be after 14 days. Multiple issues: the product itself is too harsh for sensitive skin/false advertising, unopened products should be returnable, pushy salespeople, shady sales practices, poor customer service.

  Business Response

  Date: 05/19/2025

  The customer is well acquainted with our customer service processes. Both the beauty consultant and our customer service team were in direct communication with her. The company policy is clearly outlined in the documents the customer signed.
  Upon request, the customer was promptly given the opportunity to speak with upper management on the same day. During that conversation, she was informed that her purchase would be reviewed and that the company would work to find a resolution.
  Despite these efforts, the customer chose to file a complaint through the Better Business Bureau (BBB). Please note that we are committed to assisting our customers, but we are limited in our ability to do so when a customer does not cooperate with our customer service procedures.

  Business Response

  Date: 06/04/2025

  The company information has been updated on all documents related to this purchase, including invoices, credit card slips, and the shipping form, all of which have been signed by the customer. This information is also available on our website.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23335247
  
  I am rejecting this response because:

  I contacted the company regarding issues with the product causing skin irritation and requested a return/refund for the products as they cannot be used. They said I would receive a call to resolve the issue; however they did not respond. The phone number for the store then no longer accepted phone calls and did not respond. This is truly not acceptable. They have a faulty product and advertising. The sales people are pushy and shady. This issue has not been resolved. Please see attached text messages from original complaint.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 06/17/2025

  Lola Soaps contact information, including phone number and email address, is clearly listed on the invoices, credit card slips, and shipping forms that our mutual customer acknowledged, completed, and signed.
  As previously mentioned, and in accordance with our company policy, we are happy to extend our exchange policy and replace any product that the customer may have had a reaction to. However, please note that to date, we have not received any reports of adverse reactions to any of our facial or body devices.
  The customer is welcome to reach out to us directly at ***************************** and a member of our team will be happy to assist her promptly.

• Initial Complaint

  Date:01/06/2025

  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.

   
  Complaint: 22772684
  
  I am rejecting this response because: They said that they do not give refunds.  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/06/2025

  The customer is not familiar with our customer service.

  Please contact our customer service and we will be happy to assist you on any matter you might have had.

  Thank you.

   

  Business Response

  Date: 01/06/2025

  In order to assist you further we need some more information regarding the purchase.

  Please contact our customer service. 

   

• Initial Complaint

  Date:11/26/2024

  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.

   
  Complaint: 22603428
  
  I am rejecting this response because:

  I specifically asked the sales lady, Shany, how long I had to return the products if I change my mind. She told me two weeks. The transaction happened August 21. I sent the package back on ******************************** *********. The number was out of order. I texted the sales person directly to tell her I couldnt afford this purchase. She told me, per the text that I submitted with my original complaint, to charge people for facial sessions to make my money back. That is not a functional option. I am including with this response, the only Receipt I have of this transaction. As you can see there is no information about returns or exchanges. I trusted Shany when she told me that I had two weeks to change my mind. Im not accustomed to doing business with dishonest people. Any honest business would not lie. Any honest sales person would state the fact upfront rather than lying about it.
  
  Sincerely,
  
  ******* *******

  needed to cancel. She said it had already been shipped. When I got home I FedXed it back to Lola Soap, on August 26. I assumed that would be it, but didn't receive the refund. The store returned the package to me!I filed a dispute with the ************** who told me to hold on to the package until further notice. LolaSoap sent a photo copy of a receipt stating "non refundable" on it to the ************** so I lost the dispute. I am waiting for the ******************* to mail me this photo copy. I feel this store is making bad business practices by the fact that the sales person was extremely pushy as well as lied and deceived me.

  Business Response

  Date: 11/26/2024

  The customer DID NOT contacted our customer service. 

  Please note, as a company we have fulfilled all of our commitments, from the initial day of purchase until today. The company policy: "All sales are final. No refunds. Exchanges within 14 days only" is written all over our documents (Invoice, CC slip, shipping form). Also, per our mutual customer initial request, we sent her all of the products TWICE in a timely manner- At no cost to her.

  Should our mutual customer will contact us, we would do all our efforts to resolve her dissatisfaction and provide her any copy of the documents that related to this purchase. 

   

   

  Business Response

  Date: 11/26/2024

  Lola Soap takes pride in the high quality of our products and in our customer service to each customer. We do our best to answer questions, address complaints, concerns or any discomfort our customers may express. The customer service contact information is printed on all the company documents and can be found online as well. 

  Please note, instead of contacting our customer service, the customer took a personal decision and decided to use different platforms to file complaints against our company, such as; ********** and the BBB. 

  Again, Should the customer will contact us, we would do all our efforts to resolve her dissatisfaction. 

   

   

   

   

   

   

  Customer Answer

  Date: 11/29/2024

  I will contact the company customer service number. After doing so, I will know if I need to accept or deny their latest message on BBB. 
  thanks

  Sabrina 

  Customer Answer

  Date: 12/14/2024

  Hi,

  I didnt check approveor disapprove , previously, because the business asked me to contact them to discuss the situation. I did contact them. 
  We are at a stand still because customer service told me to hold onto the product until further notice from the bank. I want to send back the product, as I did initially ,  but she told me not to until she hears from the bank.  This is absurd and bad business. I cant afford the item, havent used it. They need to just take it back and let it be done. 
  

• Initial Complaint

  Date:06/04/2024

  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.

  The company finally refunded my money after I got the casino involved where they were selling their productI havent even received the product . Three different employees on Thursday told me dont worry about it that it would be taken care of with the manager , obviously that didnt happen. Ive never seen a business that doesnt give a refund If you dont use the item , not even sure how this is legal. Im going to check into it.. im not sure how you cant get a refund from some thing that hadnt even been shipped and its their fault They shipped it early. Her reasoning is that on the receipt it stated that there were no refunds in all sales were final. The only thing you can do is exchange products if you can even do that with these people.. and all I was gonna do was ship this product back to them that shouldve been shipped early in the first place !

  Business Response

  Date: 06/04/2024

  As a reputable company, Lola Soap have fulfilled all of our commitments, from the initial day of purchase until today: *********** policy is written all over our documents; Invoice, CC slip and the shipping form. The customer had signed all of the requested documents. We sent the products to the customer in a timely manner. The customer service representatives were in contact with the customer. 

  Please keep in mind that we cannot help a customer if they decide not to cooperate with our customer service.

   

   

• Initial Complaint

  Date:04/10/2024

  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.

   
  Complaint: 21558149
  
  I am rejecting this response because:
  I went 2 times to the store and tried to return the products. Show the rash. Show them that the products were not sealed. They dont want give me a refund and also they dont metioned that I have to contact customer service or anything. After I brought the products they were very rude. Just said no period.. 
  *************************************************** contains..

  Business Response

  Date: 04/11/2024

  Our records do not show any attempts made by the customer to contact our customer service . ********************** takes pride in the high quality of our products and in our customer service to each customer. We do our best to answer questions, address complaints, concerns or any discomfort our customers may express. The customer service contact information is printed on all of the company documents and can be found online as well. Should the customer will allow us, we would do all our efforts to resolve her dissatisfaction and to find a solution for any issue she might have had. 

  Business Response

  Date: 04/15/2024

  Thank you for the response.

  Please note, since we have the company policy: "All sales are final. No refunds. Exchanges within 14 days only", which stated on the Invoice and the CC slip,  the store are not allowed to process any refunds only exchanges. 

  Please contact our customer service. 

• Initial Complaint

  Date:01/16/2024

  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.

   
  Complaint: 21150046
  
  I am rejecting this response because: I their products had caused irritation and a break out in my skin as I told **** and *** on 1/2/2024. I was literally forced to reach an agreement because they threaten me that I would lose my money if I did not agreed. They went ahead and sent the products even when I requested them not to send them. I feel like their policy is irrational and illegal to force costumers to keep products. These products are not good for my skin. They should also warn customers VERBALLY of their refund policy while they are offering the products. I would like to return the products for a full refund.
  
  Sincerely,
  
  *********************************f times and left a message. Finally, that same day (1/2/2024) , I was able to connect with ************ from Lola Soap customer service. I requested an order cancellation due to my skin issues caused by their products. She told me that there is a no return policy so she could not cancel the order. She also told me that even though the products have not been shipped yet, she cannot cancel the order. She said that the red light does not give anyone skin issues. Once I stated to *** (the store salesperson) that I was going to send a complaint to the corresponding authorities, he offered more free products and a refund of $2,600 in exchange for me not to submit a complaint and cancel the credit dispute I have placed. It is clear that Lola Soap people do not care about the wellbeing of their customers. I am afraid of these products and I would not touch any of them. I have a skin condition and these products triggered my condition at the first trial; and whats even more alarming is the similar multiple complaints filed with the ********* BBB at Lola Soap | Complaints | Better Business Bureau Profile (bbb.org). Finally, I have not opened or used the products. I want to return the products for a full refund. Lola Soap customer service is not cooperating with me. They want me to keep the products at a discount knowing that they are giving me reactions and they are not good for my skin.Truly and respectfully *********************************

  Business Response

  Date: 01/16/2024

  Lola Soap customer service is well aware of the situation with this customer; ********************* already provided the customer with a solution at the same day of purchase on 12/31/2023. Later on, the customer contacted ********************** customer service and again we were able to find a solution. The customer was satisfied and since then was in direct contact with ************ from Lola Soap customer service. Therefore, we are extremely surprised to find out that the customer decided to file a complaint via ********************. 

  Lola Soap takes pride in the high quality of our products and in our customer service to each customer. We do our best to answer questions, address complaints, concerns or any discomfort our customers may express. 
  

  After reviewing this case once again, our records shows that Lola Soap has fulfilled all of her commitments, from the initial day of purchase until today: The policy is written all over our documents, we sent the products to the customer in a timely manner. The customer service representative was in contact with the customer in order to find a solution. The customer had signed all of the requested documents; CC slips, shipping form and the ***** delivery. 
  
  

  Business Response

  Date: 01/17/2024

  Lola Soap customer service is very sorry to find out (on this platform) about the customer feelings.

  
  As mentioned, we tried to reach several solutions with the customer. At no point the customer mentioned to customer service that she is not satisfied with the offered solutions.Also, the customer did not force to visit at our store, purchase the products, asked for a shipping and to sign all of the required documents that related to this purchase (which the company policy is mention all over them).

  
  It is unfortunate that the customer chooses to use this platform to resolve her matter. Lola Soap **************** is available for the customer and she is more than welcome to contact us, as she done before in order to resolve this matter.

• Initial Complaint

  Date:10/20/2023

  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.

   
  Complaint: 20755595
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************************I given this invoice. Discover requested, and received the same. After calls and emails back and forth with both the store and Discover, I am liable, despite my complaints about the the deceptive sales tactics, so here i am, 3 months later. I sent an email to Lola Soap corporate, and was informed that the stores are independent franchises. I read some recent reviews, and some other customers have had similar negative experiences. It doesn't feel good at all to be taken advantage of., this rarely happens to me, and even knowing other s have been too. I'm not done with these people yet.. I'm not very tech savy, and can't upload any supporting information I have, but I do have emails I can forward.

  Business Response

  Date: 10/23/2023

  The customer is known to customer service and the customer service are in direct contact with her. We have suggested to the customer several times to contact customer service in order to find a solution, but apparently the customer prefers to contact third parties. There are an email correspondences that proves our offers and our requests to contact us to find a solution that will satisfied both parties. Lola Soap will be happy to find a solution and close this case. 

  Customer Answer

  Date: 11/03/2023

  Good Afternoon!  The business response that  they tri** to reach a reasonable solution isn't quite true.  The third party mention** by Lolasoap was my cr**it card company, initially after I receiv** ** my statement  the month following  my visit to the store  on 07/23/23.  Information was provid** by the business to Discover, but  only address** the charges, I disput**.  What wasn't address**, other than the charges question**,  was my assertion that I never saw an invoice the business claim** was given me at the time of the purchase, for over $2200.   Had I been given same, I surely would have question** the charges, or at least ask**, because I might   not have been able to read them because I'm visually impair**/legally blind. Thus , other than the price dispute, the other issues I mention** was the fact the salesperson never mention** the prices of any of the items. I truly think I was subject** to  deceptive and misleading sales tactics.  Along  with the pricing dispute, this was the  other basis for my complaint, ye tte business never respond** to my claims.    I don't recall when, but I  check** reviews for loasoap on a site call**  Scam Pulse.    The several I look** at were not at all favorable.  Customers had experiences  similar to mine.  One customer even mention**  that the shop was in a "prestigious  location," so I couldn't help but wonder if it was the same one, locat** withing the resort.

  Business Response

  Date: 11/06/2023

  As mentioned before, the customer is known to ********************** customer service. We have suggested to the customer several times to contact our customer service in order to find a solution. The last email was sent to the customer on 10/24/2023 which as of today we did not received any response to it. Again, Lola Soap will be happy to find a solution that will be satisfied both parties. 

• Initial Complaint

  Date:09/15/2023

  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'm dealing with a fraud situation and poor customer service. On September 6, 2023, I went into Lolas Soap store in ********* with my husband. Various facial product samples were offered, of course more expensive products were introduced as the demonstration progressed. We were encouraged to purchase a red light and blue light after along with free or discounted products. I felt cornered by ***** and the employees buying the products. The next morning my husband returned to the store to attempt to get a full refund as we realized we had been scammed. He was offered a 10% discount on the sale and more free product. This is not satisfactory; I would like a full refund.

  Business Response

  Date: 09/19/2023

  Lola soap is familiar in regard to this case and customers. Both beauty consultant and customer service handled the case immediately and gave the customers a solution that was to their satisfaction and as a result of this Lola Soap customer service closed the case. As of today, the customers did not contact Lola Soap customer service. Therefore, we were surprised to find out that despite the service the customers have received at the location, they chose to contact BBB directly. If the customers have any concerns, they are more then welcome to contact Lola Soap customer service.

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair 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.

   
  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.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/23/2023

  Lola Soap already contacted the customer and find a solution to her satisfaction.