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:05/24/2025

  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 am filing this complaint regarding an ongoing issue with ***** Mentholatum, the U.S. branch of ***** Pharmaceuticals.
  
  I have been working to obtain a letter of authorization (LOA) to resell ***** products on ******. ****** requires this letter to verify that a seller is officially authorized to represent a brand. I initially contacted ***** Pharmaceuticals in Japan, who responded professionally and informed me that authorization for U.S. resellers is handled through ***** Mentholatum. They directed me to contact that office directly — and also confirmed that they themselves reached out to them on my behalf.
  
  I began reaching out to ***** Mentholatum shortly thereafter and have followed up multiple times over the past several months via email and phone calls. Despite ***** Japan’s involvement and my repeated efforts, I have received no response from the U.S. office in over a month — and no resolution at all since my initial request.
  
  This lack of communication and failure to follow through has left me in a difficult position: I cannot move forward with listing ***** products on ****** without the LOA, and I am unable to get a simple yes/no answer from their U.S. representatives. I have even offered to provide a draft LOA to simplify the process but have received no reply.
  
  I am asking ***** Mentholatum to:
  
  Provide the promised letter of authorization to allow me to resell their products on ******
  
  I would appreciate the BBB’s help in encouraging a response from ***** Mentholatum, as this matter has been unnecessarily delayed despite clear interest and communication from their parent company.
  
  Sincerely, **** *** *** *** ******** ****** *********************** ************

  Business Response

  Date: 05/28/2025

  Hello.  I can confirm receipt of your complaint.  I will look into this and get back with a response.  Regards, Jeanine ********

  Customer Answer

  Date: 05/29/2025

  Hello, I look forward to hearing from you very soon. 
  Regards, 
  
  **** *** *** ***Founder, *****************************
  ************

  Business Response

  Date: 06/04/2025

  Mark ******, who is the manager for e-sales.  He made contact via phone on June 2nd.  Mr. **** told Mr. ****** that he previously ordered product from a company call ******* in S Korea.  He is no longer able to connect with *******. Mr. **** want to sell a product call **** **** sun screed products however due to FDA restrictions in the US we could not provide him with the authorization letter he is requesting.  He is selling products from other countries that are not approved in the US.   Mr. **** stated he is working with an Asian company in Freemont, CA called Weee! Mr. ****** gave Mr. **** his cell phone number for further communication going forward. We now consider this matter closed with the BBB. Regards, Jeanine ******** Paralegal 

• Initial Complaint

  Date:04/27/2023

  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.

  January 10th 2023 I purchased 5 Oxy acne treatment pads containing 104 pads. I paid $39.95 at *********. I began using them as directed. When I gotten to the 4th container my skin started breaking out. I contacted the company in February then again in March. I received one call back in February and no one sent any check or even tried to contact me again. Even after the second call. I find this to be totally insane. I’ve had to purchase other items through a doctor to treat my skin. I had to purchase triamcinolone acetonide ointment that cost me $60 dollars. At this time I’m asking that the company pay for my purchase of the product and the purchase of the ointment to help clear my skin up. I’m asking for $99.95 to be reimbursed to me. That’s for the purchase of the pads and the cost of the ointment from my doctor. I’ve used this product before and didn’t have an allergic reaction. At this point after trying to contact the company and no return calls after I’m very disappointed in the concern of this company!

  Business Response

  Date: 05/08/2023

  We are in receipt of your 2nd email this morning. We have reviewed our complaint file and have no history of communication from ****** *****.  A customer service representative reached out to Mr. ***** today and documented the complaint according to our Standard Operating Procedures (SOP).  Mr. ***** was advised that a postage paid envelope will be sent to him for the return of the remaining product for full evaluation by our quality control department.  We have also requested Mr. ***** to include any additional documentation such as medical documents, receipts, etc.  Once we receive everything from Mr. *****, we conduct a full evaluation and communicate directly with Mr. *****.Regards,Jeanine S*******, Paralegal

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I’m in conversation with company now. They contacted me on 5/08/2023. I’m waiting on their decision at this point.
  
  Regards,
  
  
  
  ****** *****