Complaints
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/12/2023
Type: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.
As a return customer to new skin, I placed a larger order as I started to generate customers. I really believed in the product and was using it for six months before I began to tell my friends and family about it. Any shipping or ordering issues had always been resolved stateside. Apparently going out of country for their call centers, and so forth has become problematic. There was a mistake at my very rural post office, where a shipment was returned. I never received the package and paid through PayPal. Nuskin sent me an email that the package was received in ***** **** as a return. I attempted to call and email to ask for re-ship and I would pay the shipping. I was told the order was canceled. They received it back and that I needed to re-order and they would issue a refund in 7 to 10 business days on March 27. Now 3 wk later this is become a very problematic issue. PayPal as it was paying for has filed a claim. Nuskin has sent me numerous emails saying if I cancel the claim through PayPal they will issue my refund immediately. If I dont it could take an additional 1 to 2 months. Ive been harassed by their call-center in ***** and overall I would just like my $139 refunded to me. I do like their product-However, I am a small business owner, utilizing the skin care line and selling a little bit at a time to my friends and family. I dont appreciate the threats and I dont appreciate them not refunding my money after 14 days they sent me an email asking me to print out a label to return the products. These are products that they already have on March 27, 2023 they sent me the tracking information that they received it back. They sent me an email saying that the product was returned. I never got it because they sent it to the wrong address , highly disappointed my time is money and this is a waste of time
Business Response
Date: 04/12/2023
Dear BBB,
We reached out **************** regarding her complaint and have informed her a full refund has been issued. We consider the matter to be resolved but **************** is welcome to reach out to me directly with any additional concerns.Thank you,
*******************
Compliance Manager, Nu Skin Enterprises, Inc.
Initial Complaint
Date:01/14/2023
Type: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 called and have case # ******* for Order #: *********. After their products left my skin in rashes each day. They transferred me so many times, ant least 3-4, after talking through many questions each time. No one resolved or finished anything for me. They made this process so difficult that I hung, and will not ever be able to complete, especially since your staff doesn't seem to know how to handle returns/refunds after experiencing a medical issue. Please simplify this for the future. You wasted 20 mins of my time today, and the last gentlemen did not know what he was doing and I am not walking him through what he is supposed to be doing. It’s his job! I have sent back items from Order #: ********* and I need to be refunded, they gave me such run around I have no idea where they left off in the process. If you’re going to sell products that could leave people’s skin worse than before they started it, please educate those answering phones.Business Response
Date: 01/17/2023
Dear BBB,
I have confirmed that a refund has been issued to Ms. ******. Paypal transactions take longer to be processed but I can see that the refund has now been issued. Ms. ***** has my contact information, and she may reach out to me directly with any concerns.
Thank you,
Ildy C****
Nu Skin Compliance Manager
Customer Answer
Date: 01/17/2023
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,
******* ******Initial Complaint
Date:08/05/2022
Type: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.
When I order a product, I have to pay for it right then. I expect to receive said order in a timely manner. I ordered on 6/4/22 and still haven't received product as of 8/5/22. This is ridiculous and I won't be ordering from this company again. Also, I supposedly won product from a ******** contest and haven't received that either. That was over a year ago.Business Response
Date: 08/08/2022
Dear BBB,
We attempted to call ************** to better understand her concerns and locate the transaction in question. Although we were unable to immediately reach her, we contacted her upline sponsor and have been able to determine that ************** purchased products through one of Nu Skins independent Brand Affiliates. The Brand Affiliate in question represented that she has been unable to mail the package to ************** due to personal health issues. In order to help resolve the matter as quickly as possible, Nu Skin has sent a new order to ************** via expedited shipping and we now consider the matter resolved. If ************** has any questions, she is welcome to reach out to me directly.
Thank you,
*******************Compliance, Nu Skin Enterprises, Inc.
Customer Answer
Date: 08/15/2022
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,
*********************Initial Complaint
Date:08/03/2022
Type: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.
False advertisement on comparison charts with other companiesBusiness Response
Date: 08/03/2022
Dear BBB,
Nu Skin is not the
author of the comparison chart provided by Ms. ********, nor does it condone
its use. If Ms. ******** can provide Nu Skin with the source of the comparison
chart, we will be happy to follow up and in the event it is connected to a Nu
Skin independent brand affiliate, action will be taken.Thank you,
Ildy C****
Compliance Manager
Nu Skin Enterprises, Inc.
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