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Business Profile

Skin Care

Introstem

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skin Care.

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 7 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/22/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 March 19, 2025 I purchased $400 worth of product from Introstem located in ********, ** and was persuaded by pushy sales *** to have a "free" red light treatment done to my face. I was separated from my purse and my glasses and they tried to get me to open a credit card through care credit and I kept saying no and even false information so that I would be declined but they kept pushing to know my husbands name and his information. After over an hour of making me sit in the back without my things and separated from my children they let me go if I took product home and could pay over time. I returned all the products still in the bag never having touched them myself to the store on Friday morning March 21 saying I refuse to have any of the agreement or product that I didnt purchase. I also called care credit to be sure that they were unable to open an account in my name of in my husband's name. They told me that I had to talk to a manager and tried to get me to "sit down" and wait and I know what that meant so I left everything at the cashier counter and said, "I am leaving, here are your things". On Saturday March ************************************************************************************************ to accept their conditions and their products. I want NOTHING to do with their business, their product, or any kind of finance agreement with them.

  • Initial Complaint

    Date:02/25/2025

    Type:Product Issues
    Status:
    Unanswered
    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 January 10, 2025 I was at the Mt. *********** in *******, **. A woman at a kiosk enticed me with a come on that told me she could get rid of the bags under my eyes. I am a woman over 70 years old and do have bags under my eyes. I told her that I react unfavorably to products on my face. She said their products would be no problem. She put the serum under one of my eyes and a little later it did look better. She then takes me to their store in the mall with the promise of a facial that will help with the flaws on my face. I again tell her about how my face reacts to creams, makeup. When it comes to the time that the technician at the store meets up with me, I tell him also about how I react to products. He said no problem, that I would not have any reaction to their products. He does his facial massage with products and their light wand. He does put on a big push of a sales pitch - appealing to my age, and how the products will help me look better/younger. He also told me I needed to make a decision now as he needed to close the shop by 2pm (1400). I relented and bought the products. By 3pm I was not feeling well and my face looked all puffy. I went back to the mall, but the shop was closed. I went again the next day, Saturday, but again the store was closed. I went back again on Monday and they refused to refund my money. Told me to call corporate HQ at the number on top of the receipt. I went home and did so, and alls that number does for you is give you numbers to other stores. I have been trying to work with the company to at least give me half my money back, but they refuse. They tell me in emails that they have skin sensitive products, but then that is it. No follow up. I have told them I don't want their skin sensitive products as now I am afraid to use them. Also, I feel scammed as I kept telling them I might have a problem and yet they are ignoring that.

  • Initial Complaint

    Date:01/28/2025

    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.
    Excessive pressure to buy products

    Customer Answer

    Date: 02/13/2025

    No there has not been resolution at all

  • Initial Complaint

    Date:01/11/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 saw an ad for a $59 treatment that stated would help lift the face. Made an appt Oct 1, 2024. Same poster near the front of the store, showing how the treatment would lift the jawline, After treatment, a basic facial, felt nice, ok for $59, I was given a hard sell to pay for 6 more treatments bec it takes more than one treatment to see results and its a process. Was told it would cost $3,600. Too much. They offered a lower rate to $1,800, payable through a finance company, no interest for several months. However, the fine print showed int rate of ******%. First appt was on Oct 17, 2024, 5 subsequent appts were done. Done with High Intensity Focused Ultraound, then cleansing and a mask. The last appt on Jan 9th, I asked for the name and *** of the owner, which was given. After, I was told the owner was here, not only was **** there, also ******, a manager, and ***** ******, a physician assistant that provides the medical services here. Three people at once? Meant to intimidate me. Said I wasnt happy with the cost. $1800 for 6 treatments, at $300 per? And no change, no improvement seen or felt. I asked for a partial refund, less the $600 I already paid to the finance company. She said she couldnt do that because it was financed. Yes, and they got paid in full. Im still responsible for the loan, but they could have offered a refund by check. No, they said. She also asked to take a photo, and I asked why? There was NO before photo taken, tells you they knew no changes would be seen in the 3.5 months. She then tells me only plastic surgery would address the lift, but that was their marketing statement, that the treatment would do that. False advertising. Also, that it takes up to 9 months to see improvement. Long after theyve gotten their money, and I have no recourse?I said it was still unacceptable, she offered me some services, but no I said, I wanted a refund. She then said, nothing further she can do, and hung up.

  • Initial Complaint

    Date:12/17/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Hi, my name is ******* I purchased two products yesterday from the ***************** in ******* from the introstem store. I paid almost $400, my face is now swelling and bright red, I cannot use this product. I have not been able to reach customer service and I need a refund immediately before I seek legal action.

  • Initial Complaint

    Date:11/16/2024

    Type:Product Issues
    Status:
    Unanswered
    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 was shopping at the *************** on 11/15/2024 when a woman approached me telling me I had big bags under my eyes and that she had something that could help. She ended up putting a serum on my eye and talked about this product. I kept trying to tell her I couldnt afford the cost but she insisted. I ended up paying $385.95 for 3 products from this company. Not once was it disclosed that this is a non refundable item. I was told once I walked away the offer would no longer stand. Today I found these same products on amazing for $230 total for all three products. Do not buy from them. They are a scam and now I am out $400, which I could have used on my kids. I am a single mom, so purchases that are non refundable are never ever something I agree to.

  • Initial Complaint

    Date:07/16/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 *********** were approached by 2 salesmen at a kiosk in the hallway at **************. They gave us skincare ***************** leave us alone. My husband is middle eastern so the man from ****** really started insisting they put their product on my face. We finally got away from the them only cuz I cooperated with them. The next day I made the mistake of asking how much the face cream cost. Im 71 years old & was in a vulnerable state of mind at that *********** totally took advantage of me. They put the same stuff on my face again & practically forced me to buy their products. These products called Introstem are horribly expensive. I asked the salesman about 10 times if I could return the products if they didnt do what they claimed and he kept saying dont be negative, they are gonna wor.k. So to my regret I purchased 3 items. I wanted to bring them back the next day, so I went to the mall several times and there was no one at their kiosk, so I went to the manager of the mall and was told they would email the Introstem company and someone from that company would contact me. After several days I received a call from one of their representatives who told me that they no longer handle returns or complaints from businesses that sell their products.. I was very clear about my complaint and after a long conversation as well as telling her I was going to file a complaint with the BBB, she finally said she would start a complaint process or something like that and get back to me. Ive not been contacted again and when I call the phone number the rep. used to contact me it rings and wont allow me to leave a message.

  • Initial Complaint

    Date:05/30/2024

    Type:Product 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.
    03/01/2024 PMJO-CLA5 Trough AFFIRM $5960 LED SYSTEM System has been returned to the company and they are refusing to give me the money back, I was never notified of non-return policy I was told during the presentation that I could use it and see if this work for my skin.UPS tracking system number is 1ZRR02564200976961.I have contacted my financial company affirm, but they are unable to get the money back, the business is not responding to emails neither phone calls. they company has the merchandise in their possession and they holding responsible to pay for merchandise I don't poses which is a fraud. any assistance is mostly appreciated. best regards *************************

    Customer Answer

    Date: 04/15/2024

    Receipt attached of original payment, previous submitted receipt from *** for return to the company. 

    Business Response

    Date: 06/24/2024

    Please remove us from the list !!

    not our business!!!!

  • Initial Complaint

    Date:04/01/2024

    Type:Product Issues
    Status:
    Unanswered
    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 Monday April 1, 2024, I was approached by an employee at the mall regarding skincare. I stopped to listen and the lady told me their product costs $1200, I told her I couldnt afford that and tried to walk away but she brought other items that were less. She tested it on my face and said she can give me two items for the price of one. After charging me $200 I came to find the same item online costs $30 tops. This was a complete scam and I would like my money back.

    Customer Answer

    Date: 04/11/2024

    The business has yet to respond back. They have not reached out to me about a resolution to this claim. 

  • Initial Complaint

    Date:02/13/2024

    Type:Product 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.
    my husband purchased the product for me at the ******* mall..after using it my eyes swelled shut and my eyeballs hurt causing intese headaches.im on day 4and my eyes and face are still grossly swollen..i have not yet seeked medical attention but will.i used the product only once.regards *****

    Business Response

    Date: 03/02/2024

    Not our store!!!!!

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