We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cosmetic Manufacturers

Marq Labs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetic Manufacturers.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/30/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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: 06/01/2023

    To whom it may concern:

    Sending response in reference to complaint #********.

    One of the CSR's already called and sent email to the customer and provided Return Authorization (RA008220) she is asking for her Bronze Babe purchase. Once returned and received by the warehouse we will process the refund.

     

    Best Regards,
    ***************************
    CS Administrator

  • Initial Complaint

    Date:05/26/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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: 20109384

    I am rejecting this response because:

    I did receive 1 phone call from ****** with this company, she stated she would be sending me a return label 3:30pm my time, which I have yet to receive. They havent accepted any responsibility per their defective product or their terrible customer service. I have disputed the charged with my bank at this point as well. Id advise anyone to stay away from this scammy company and I hope to receive my refund.
    Sincerely,

    *****************************

    Business Response

    Date: 06/08/2023

    To whom it may concern,

    Sending response in reference to complaint ID: ********

    Return Lable has been forwarded to the customer, we also reached out to ******** via phone to ensure she gets the label but was not able to talk to her. The team will continue to try to reach her calling at least 2 times a day.

     

    Best Regards,
    ***************************
    CS Administrator

  • Initial Complaint

    Date:05/24/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 placed an order #US173833 and once received the product would not squirt and the lid was damaged and also they sent a mousse instead of the spray I ordered. I have sent numerous emails and have not heard anything from anyone. This is poor customer service and I would definitely not purchase anything from them.

    Business Response

    Date: 05/25/2023

    To Whom it may concern,

    Sending response in reference to complaint 20094829.

    One of our customer service representatives already reached out to her by phone. Refund has been applied as per request/desired settlement.

    Best Regards,
    ***************************
    CS Administrator

  • Initial Complaint

    Date:05/03/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 business has contacted me and they are working to resolve the order issue

    Business Response

    Date: 05/12/2023

    To whom it may concern,

    Sending response in reference to complaint 20004791

    This concern has been resolved as one of our Account managers is already directly in contact with her and that her order with packing slip IF483893 is due with her Saturday.

     

    Best Regards,
    ***************************
    CS Administrator

  • Initial Complaint

    Date:03/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    #US164219 Ordered on 2/12/23 they have it advertised on the website as a "super dark brown finish professional tanning solution" I ordered the gallon solution due to a promising description and pictures as well as the self tanning mousse to experiment with as I was also considering purchasing their white label products to sell on my own. I have been spray tanning for years and the solution is coming out not nearly as dark as advertised. I feel like these pictures and descriptions are false advertising as these are not nearly the results I am receiving. I keep reaching out to customer service who continues to ignore me and talk in circles. Offering me a 30% discount on a future order as if they did not already give me that discount for simply leaving a review a week prior. I was trying to be nice at first just simply saying can I at least swap it out for a different formula because I feel like I was falsely advertised too. I keep getting ******** in customer service who is talking in circles to me, telling me I need to make sure clients are following all proper care which I know they are, I only asked my most experienced clients to try this solution for me before charging it to other clients. She also ignores me for days on end and only replies when I finally follow up. I want something finally done about this, a 30% off discount is not enough because as of right now I will never ever order from this company again and will make sure to share my experience with everyone.

    Business Response

    Date: 03/15/2023

    To whom it may concern,

    I hope this email finds you well.

    Sending response in reference to complaint 19588699

    We were able to talk to the customer and he agreed for replacement order.

    Case Number: 00141192
    CX: "Hey there, I bought the coconut hydrating spray tan and it is not coming out on my clients as dark as the pictures and description said that it would. Im a little disappointed because i bought an entire gallon of it and am not getting the results I desired. I feel similarly about the self tan i purchased as well."-cx reached out, stating that MIS201308G isn't working properly
    -She has five clients who have tried the solution but claim that their skin has slightly tanned as a result. (Little to no color)
    -offered replacement; cx agreed
    =======================================================
    Called cx and able to speak with Alyx
    -She complained that the Coconut Pro Mist was not as good as advertised. I apologized and offered her a replacement; cx agreed.
    We suggested the darkest solution we had (Absolute, Ultra, and Violet ******** style="box-sizing: inherit; color: rgb(29, 28, 29); font-family: *******************, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">-created a replacement via #US168330

     

    Best Regards,
    ***************************
    CS Administrator

Marq Labs is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.