Complaints

This profile includes complaints for Gallery 42 House Of Brands's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gallery 42 House Of Brands

  61 S Market St Charleston, SC 29401-2004

• 

  Gallery 42 House Of Brands

  98 N Market St Charleston, SC 29401-3118

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:04/10/2025

  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.

  Business name: Gallery 42 sc
  Date: March 12, 2025
  Receipt # *************
  Location: 61 S Market St, Charleston SC 29401
  Phone #: 347-481-1094
  Product: ENEO Totale light/thermal machine
  
  My wife and I were walking on Market Street, when we entered the above location to purchase some soap. In the store was a saleswoman who identified herself as "Sarah". High pressure sales is just the beginning. We were escorted to a back room where the door was closed and she began her sales pitch. Finally after attempting to leave and being stopped, I paid for merchandise that we did not want. When we returned to our home in *********, I UPSed the product (still unopened) back to the store and requested a full refund. The UPS package was refused and eventually returned to me. After contacting the phone number on the receipt, I received a text message saying that the store does not accept returns. A subsequent email stated the same thing. The product is unused and unopened. All I want to do is return the product and receive a refund.

  Business Response

  Date: 04/11/2025

  Dear BBB Representative,
  Thank you for giving us the opportunity to respond to Mr. ****** ******’s recent complaint regarding his experience at Gallery42 in Charleston, SC.
  First and foremost, we want to express how truly sorry we are to hear that Mr. ****** and his wife felt uncomfortable during their visit.That is never the experience we want for anyone, and we sincerely regret that it felt that way to them. We take all feedback seriously, and we always strive to create a welcoming, respectful, and professional environment.

  We also want to thank Mr. ****** for bringing this matter to your attention, as it gives us a chance to provide some clarity on our store policies and the reasoning behind them.
  Our Policy and Why It Exists
  At Gallery42, we have a "No refunds. Exchanges only within 14 days" policy. This is:
  Clearly displayed at our cashier counter,
  Printed on the customer’s receipt,
  And included in the waiver signed prior to completing a purchase.
  This policy is in place because we work with third-party companies that manufacture medical-grade skincare devices, such as the ENEO Totale. These companies do not accept returns under any circumstances. Once the device is sold and its serial number registered, the lifetime warranty is activated, and we are no longer able to accept it back—regardless of whether it has been opened.
  The In-Store Process
  To ensure our customers are fully informed and confident in their purchase, we always offer:
  A live product demonstration,
  A chance to try the product directly on their skin,
  Clear instructions and answers to any questions before checkout.
  Communication and Return Attempt
  We understand that Mr. ****** attempted to return the product via UPS. Unfortunately, as mentioned, we are unable to accept returns for these products due to our agreements with the suppliers. We also want to kindly mention that we were never contacted directly by Mr. ****** prior to the BBB complaint, so we did not have the opportunity to speak with him or try to assist him earlier. Had we been given the chance, we would have gladly explained the policy and tried to find a positive solution.
  
  Although we cannot issue a refund, we are still here for Mr. ****** and would be more than happy to:
  Offer an in-store exchange or store credit,
  Answer any questions about the product,
  Provide tips, training, or support to ensure he feels confident and happy with his purchase,
  And of course, take the time to explain our policies in more detail if helpful.
  Our goal is always customer satisfaction, and we truly want to do anything we can to make this right for Mr. ****** and his wife. We hope to have the opportunity to turn this experience into a more positive one.
  Warm regards,
  Customer Care Team

• Initial Complaint

  Date:10/15/2024

  Type:Product 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.

  I went on vacation to Charleston, S.C. with a friend. My husband had recently passed away. I went into the Gallery42 at 61 S. Market Street, Charleston, S.C. 29407. Phone: ###-###-####. Sarah, the Esthetician, sold me a red light therapy machine and told me it was safe for people who had previous skin cancer, such as myself. I spent over $5,000. When I got home to Georgia, the instruction booklet with the machine said NOT TO USE IT if you have had skin cancer. My Dermatologist confirmed. I called Sara multiple times every day to get my money refunded and I was going to ship the machine back to them using UPS. She has not refunded my money, she claims she turned it over to her manager, Thomas, and he has yet to call me back. It would appear they are trying to NOT communicate to get past their 7-day REFUND POLICY THOUGH I have called them every day within that week. I looked up this business on your BBB Web site to find multiple complaints against this company for scamming many customers out of thousands of dollars. Please assist me in getting my full refund. My husband has recently died and they took advantage of my frailty in mourning my loss. I just want my money back. It is unethical to sell someone a product & claim it is safe for skin cancer patients when the machine booklets clearly states it is not. I will be ever so grateful to you if you can please help me get my refund and i will ship the machine back to them.
  
  Thank you,
  **** ********
  ###-###-####

• Initial Complaint

  Date:06/24/2024

  Type:Customer Service 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.

  Same thing happened to me in Fernandina, FL. The phone number 516-317-9878 has since opened up shop in Fernandina. They are good at what they do—talking you out of your money. I tracked Niro or Sam in Fernandina by his phone number. He is using a vacant/closed store front…using same name, store signage, and web site…BEE & CO.

• Initial Complaint

  Date:04/15/2024

  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.

  On April 9, 2024
  Gallery 42 at 61 S Market St. Charleston SC.
  $436.
  A middle eastern man named Johnny took me in a room at the back of the store and closed the door. He proceeded to use some heating device on one side of my face while trying to convince me that I needed to give him $8,000 for this machine. He then handed me a mirror and told me how great it made my skin look. I looked in the mirror and said, “I do not see a difference”. In fact, I noticed the cream Michele put under my right eye had crusted over and my wrinkle and dark spot was back. I told Johhny I was no longer comfortable and did not want to continue with anymore treatment. I stepped out of the room and told him and Michele that the cream wore off and crusted over. I don’t know what this stuff is and I no longer want it. I need to research it and want my money back. Johnny began yelling at me, saying that I “was a terrible customer, why did I come in here and waste his time”. I became very confused and scared so I called my sister to come to the store (While on the phone, Michele started putting an unknown substance under both my eyes. I left the phone line open so my sister could hear Johnny yell at and berate me. I told him I was confused, scared, and very uncomfortable, that I just wanted my money back so I could leave. He told me I could get my money back but I had to call this number. and ask for , the number is not valid. The police department advised me that this was a civil matter and to contact my bank and dispute the charge. By this time, I had gotten safety out of the store. I immediately called my bank and had my card shut off. This experience was very traumatic, I felt intimidated, lied to, coerced, violated, scared and nervous.
  When I got home, I looked up Gallery 42 and found multiple complaints of people being scammed and intimidated by the employees. I will be contacting the news.

• Initial Complaint

  Date:02/14/2024

  Type:Delivery 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 9/12/2023 I purchased skin care products from GALLERY42 at 61 S. Market St. in Charleston, SC.
  I was promised that the products would be delivered within 6 weeks. The items were never received and the salon never provided any proof that they had been sent. They stated that I had signed the American Express sales receipt and was therefore responsible for the purchase. I believe that this was a fraudulent transaction. It should be noted that I was given business card by the rep who sold me the product. The card lists GALLERY42, Rep's name is Niro phone 561-317-9878 (voice mail is in a foreign language).

  Customer Answer

  Date: 02/19/2024

  Please note that on 2/16/2024, I sent an email to Gallery42 asking for documentation to prove the items I purchased on 9/12/2023 were sent. They have not responded as of this date. 

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  My wife purchased a led light and face products from Gallery 42 in Charleston. We continue to get charges on her debit card that are above and beyond the cost of items purchased.

  Customer Answer

  Date: 12/04/2023

  Gallery 42 charged my wife’s debit card a total of 8 times from 11/5 to 12/3 for a total of $4360.  Additionally, her Visa card was charged an additional $1730 on 11/3.   The total charges were therefore about $6090.   I have only 1 receipt for $2234.50.  I recognize that she also purchased an LED light that she thought cost around $1700.  So the total should be around $4000, not $6000.   

• Initial Complaint

  Date:11/30/2023

  Type:Product 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.

  I purchased an eye product and when went back home to WI, I learned that the product itself was not the same the woman had used on me in the store. The eye cream is suppose to have a numbing sensation and reduce wrinkles. Neither happened. I reached out and I was told I was putting too much on. The product is fake and I would like my money back please.

  Business Response

  Date: 12/03/2023

  HELLO 

  this is the response from the company gallery42.

  we are sale the same product which we demonstrate at the location,  we don't have any reason  to sale deferent product .

  there is no way we show one thing and sale other those products are legit  . if the lady want to return the product she can come to the store and we will issue the refund , and don't need make a "stories" about what we sale and how , she porches the products on her decision  .

  she more then welcome to talk with our customer service and they will take care off her.

  thank you for your busines.

   

   

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I do not live in the state. I was on vacation. I kindly ask for my refund through the BBB or in a secure fashion. I have been in communication with you over text and asked if you could refund me there as well. I do not want any more trouble, I just want my money back, please. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/19/2023

  Type:Delivery 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.

  Made two purchases from this store on September 29, 2023 totaling $1907.00. My ******** ******* card was charged for the purchase prices ($1635.00 and $272.00). The purchased items were supposed to be shipped to my home in Alabama, but to date, I've not received them. I've attempted to contact the store on several occasions. I did speak with Niro on one occasion and was told I was not eligible for a refund b/c it had been more than 24 hours since the purchase. However, I have never received the products I purchased and now I'm unable to contact the store.

  Customer Answer

  Date: 10/25/2023

  After submitting the complaint to BBB, Ms. ****** followed up with her credit card company and her payment was refunded.

  So, this matter is closed, but I certainly wouldn’t purchase anything from this company.

  Thanks,

  ******

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service 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.

  Made a purchase for face cream at Gallery42 in Charleston on September 13, 2023. Of course, the salesman showed me another product and I was hesitant. He said if I purchased the 2nd product also- he was refund me the money from my first purchase (because it was a large amount of money) I said ok, as long as I get the money back from my purchase of the creams. The refund was supposed to be $327.00, which he told me would be back on my card within 3-5 days (why it wasn't done immediately- I am not sure).
  I have received nothing. I have emailed them daily to find out where my money is- no response.
  I have texted Niro (the salesperson and supposedly owner) and have no response from him as well. I hope I have not been taken, because he should not be in business if this is how he treats his customers.

  Customer Answer

  Date: 09/29/2023

  Good morning

   After several attempts, I did finally talk to the actual owner, who did refund my money. But I am keeping an eye on my account, because I do not trust them to fraudulently charge my account for things I did not request or purchase.

  I thank you for your time and assistance.

   

  Thank you

  ***** ******