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:12/05/2023

  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 went into my local mall on 12/04/23 and was pulled into a store by a worker handing me free samples and telling me to take a seat. i initially said i wont be buying anything and was then asked if money was the reason. the worker then proceeded to ask a lot of personal questions regarding me and my girlfriend to try and build a report and asked dumb questions like how much i value my face, i told the worker all i had on me was my holiday money and he then did some broken math saying it all added up to 4$ a month when i did the math at home it actually added to .40$ a month, i was told these products went for 400$ together i got daily moisturizer and facial scrub which actually equalled to 650$ on their website he said for me personally hed drop it down from 199 to both to 149 which i shouldve known at the time is a classic scammer bargaining technique. my cashier was ****, i was lured in by a tall fit dark man with a accent, touching my hands and saying a lot of affirmations to me to make me feel better about getting skincare products. i was nevwr informed about the no return policy and was planning on going back the next day to return them, unopened and still in the box and bag. i had instant regret and feelings of being swindled with a gut feeling, then went home and found out the products were worth less than half i paid for even with the discount. originally selling for 650$ when i could get the same 2 products for 60$ online. i will be seeking legal action against the store if i am unable to get a refund.

  Business Response

  Date: 12/08/2023

  Hi , we think you have some mistake, we never got any request for a refund for that kind of case . We located at ************** in ** , this is the location you bought from ? If you did , please contact us to offer you a refund for this case 

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair 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.

  The purchase occurred on Thurs, Nov 9th. It was a high pressure sales pitch with prices starting at $8K and down to the above sales amount with **** saying he had total freedom on pricing. This was to include 5 facials on how to use the facial device as well. I went back to Introstem on Friday, Nov 10th asking for a refund because I had discovered that you cannot use this device if you have had or have skin cancer on your face and neck. **** would not take back the device and said he would talk to corporate since it was a health issue. **** called me on Monday to say he didn't have an answer but it didn't look good since they had registered the device's life-time warranty in my name. I spoke with **** today, Wed, Nov 15th and was told that they would not provide a refund not because of health reasons but because they couldn't change the life-time warranty - which having been in IT, I know that an administrator can delete files.I was never asked or told anything about not using the device with skin cancer. This company is a scam, dis-honest and does not disclose pertinent information. All purchases are unopened and unused.

  Customer Answer

  Date: 12/16/2023

  Did you receive any correspondence from this company?

• Initial Complaint

  Date:10/17/2023

  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.

  Out of curiosity, I looked up this product, which I purchased for $250 after originally being told this, with one other product, would be $599, is for sale on Amazon for $90 and on their direct sight for $1300!! I see now by looking at BBB that it has an F rating and deservedly so. I also believe, as another person wrote, that they used 'mirror tricks' (holding it in the light a certain way) to make the product look like it immediately made a difference, it hasn't done a thing at home and didn't even have the same feel to it which is making me think the demo was a completely different product to begin with.

  Business Response

  Date: 10/19/2023

  October 19, 2023
  
  ********************* & BBB
  ************************************* 200
  *****, ** *****
  
  Compliant ID Number: ********
  
  To whom it may concern,
  
  We are contacting you from Introstem Cosmetics regarding the Compliant Number/File: ******** that was filed on October 17, 2023, related to the Introstem location at *********, ** 98801.
  
  We want to clarify that Introstem does not own or operate any private retail locations for Introstem products, including the location in question. All retail locations that sell Introstem products are owned and managed by third-party independent resellers. Therefore, we cannot impose policies on independent resellers.
  
  We kindly request that you reach out to the retail location where the purchase took place for further information. Please note that Introstem.com is our only official authorized website, where authenticity is assured. We strongly advise against the purchase of any Introstem product from unauthorized online vendors such as ***** Amazon, etc. Unauthorized products may be expired, counterfeit, or present health risks.
  
  To report unauthorized sales online or if you have any questions regarding the usage of our Introstem products, please do not hesitate to contact us, and we will be happy to assist you.
  
  Sincerely,
  
  Introstem ***************************** Department
  **************

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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 July 3 in old Town ******** I purchased the whole set of introstem they were very pushy about selling this product they told me it's good for also back pain,migrains it hasn't done anything for me also haven't seen no results on my face and products making me brake out now I'm stuck for 3 years with payments ******** dollars and another ******** for interest in something that dosent work this is a scam and I need for them to cancell this.

  Customer Answer

  Date: 08/19/2023

  I have reached out to the company and no response I left a message.they were suppose to send face product for sensitive skin never got it

• Initial Complaint

  Date:07/14/2023

  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.

  In the Lueur in *************** I was completly tricked and fooled into buying a product. The sales associate **** used a mirror and held it a certain way so that it did don't show my bags under my eyes. when I would move a slight bit she made sure he move the mirror with me. I did not realize at first what she was doing until I got home. I felt like a fool when I realized what happened. they are trained to trick people with the mirror it horrible and I want a refund. The product does not come close to what they said! they completly mis led me

• Initial Complaint

  Date:06/21/2023

  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 cant believe I fell for the oldest scam in the books. I found this company on my social media page and made an appointment for the treatment at a reduced price two weeks ago. In short, the treatment was awesome and the lady made my skin, feel a soft and smooth as a newborn baby.. as I was paying for my purchases, she said she was unable to ring them up and went and sought out a young man. he immediately started zeroing in on how I was feeling about my treatment. I already knew what that was about to buy the other products that Ive seen throughout the spa.. the one reason I never make iContact after any type of treatment as such, but I was feeling so good after my last infusion and chemo that I was willing to give it a try. I was induced to buy products, because again I was hyped, and wanted to feel good about myself.. I read the labels and these expensive products in essence could only be used once a week so in my thinking itll be worth my purchase price of $160. Two days later, my skin starts itching and I developed a deep pore pimple which I already knew was an allergic reaction to the ingredients. And the products. I immediately made a phone call. I was told that I had 10 days to return for a full refund while doing all of that. I didnt start it to read about how the product work because I didnt feel anything working differently other than just a bad skin reaction, so I felt justified in trying to return my product on yesterday which would have been my ninth day. . I walked into the business, and the lady that had did my treatment. Of course, she did not recognize me, and there was a sign no refunds now prominently placed in front of the gas register of which I never saw the cash register because they I was seated, and I gave them my card while seated and never looked at way nine days ago. The person that sold me the products actually told me I had a asked me where I was living I told him ******* he said that the city of Lynnwood you only have four days to return a purchase for a full refund so it by so in my mind Im thinking OK thats three different answers to the same question so I politely thanked him and went on, and would have called it a loss , but he never apologized or offered me anything at all and seen the least bit concerned that I had this rash all over my face and this deep deep pimple that was not there before he actually walked out the store so when I walked out, I walked around the ball and there he was at another kiosk selling another product now I am livid I want my 160 back. This business is a scam and a shame because how in the world well I take that back I know how you would do it because you are scammers and your businesses should be out of business you couldve offered me additional treatment. You couldve offered gift cards to take back your product but you did absolutely nothing and you made me feel worse than the breast cancer ever did and I would not stop until you recognize me and you refund my 160 back to my account as a matter fact if I could take back that treatment $70 I would do that as well , but that was OK but then again, who knows what really started matter fact give me all of my money back .

  Business Response

  Date: 07/02/2023

  Hello , 

  we read your complaint , we never got any message or call directly from you to handle the situation . 

  like any other spa , you got your treatment (for 60$ ) and then suggestion for products. 
  you decide to purchase the eye lift syringe 

  if you decide that you dont want the product, like any other company , there is a return policy . As long as it follows the return policy we can refund you the money . 
  

  please refer to the spa 

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair 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.

  I was told the product I bought 4/2023 $3200 would not be harmful with seizures or if you have had cancer! But upon my second time it caused me to have a seizure. Due to the light probe/laser light. I called the store Instrostem and I was advised to bring a Dr. ****** stating the device would cause seizures due to light sensitivity. Which I did. He then told me he would have to wait for a response. I have contacted both distributors and the management. Now since I called my credit card. They don't call or email. Even though I let them aware of seizures before the 15 day return policy. Management gave me the number that led me right back to the store, which I have called with no response for 2 weeks now. And if you call distributors they will tell you the stores are independently owned, no help. Still waiting for response but I'm getting the run around. I read the device instructions and warnings, which states not to use if you have seizures or have had cancer. Management knew and he told me that the device would not be harmful but that's not true. For a business not to acknowledge their customers concern and refund their product that can't be used due to medical reasons when management said would or could not harm their clients to their face as he did me was a lie Buyers beware. Still waiting for management to return from ****** . Management said on email that he would take care of it, then gives me another number that leads me back to the spa in ********.

  Business Response

  Date: 06/10/2023

  Hi , 

  we checked your records . The manager did want to help you even if thats against the company policy , but once you did a credit card chargeback without waiting for a response or return the products the case went to a different department . 

  we are still waiting for the credit card company decision before we can take any action . 
  

  we will contact you once we we hear back from them . 
  we have all your contact information and we aware to the situation . 

  Customer Answer

  Date: 06/22/2023

  There has not been a resolution.  I talked to a **** on Wednesday. He said he was waiting on his manager to get back from ****** on JUNE 25TH. He also said he was the owner of the retail/spa. So I have no belief what the owner has said. First it was they would refund, without a response until days past and was willing to help, but couldn't take  back the products. Now it's wait for Discovery response and wait for ************. THE ONLY REASON ************ called was I left a note at their business where other customers could see. They are also angered that I have taking the steps put a grievance towards their company with BBB.

• Initial Complaint

  Date:05/24/2023

  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 May 23, 2023, I entered the Intro Stem Beauty Store in ******************** and was offered a free session to try a Red Light Laser and beauty mask. I was told that this normally has a $600 price tag but they were offering a free session for trying the product. I did buy two items, but I was charged for a beauty treatment that was advertised as free. I have made contact with the store and have requested that this be refunded based on what I was told from the sales associate. The sales tactics were quite deceptive and i believe that I am due a refund.

• Initial Complaint

  Date:04/16/2023

  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.

  Saturday April 15th at the brierwood mall a sales lady tried to force me to buy multiple products telling me just one is normally $300 and she kept taking the price down when I told her I can't afford it. I found that item for $50 on Amazon

  Business Response

  Date: 04/16/2023

  Hello , we read your complaint and we didnt understand how we can solve the situation . First , you refer your complain to the wrong business, introstem its a big company and there is different franchises .  we are not located at the mall you just mentioned

  you didnt mention what specific product you tried , and unfortunately we cannot match to Amazon price since Amazon can be sometimes a fake product or expired . Introstem company dont sell any products in Amazon this is the reason that you will see that Amazon removing the sellers after a couple days for selling without Introstem allowing that . We wont recommend to buy in Amazon. 
  

   

• Initial Complaint

  Date:03/05/2023

  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.

  My mother was walking to the bathroom alone in the ***************** when a shady saleswoman approaches her abd promises her a deal. The lady offered my elderly mother a miracle cure for wrinkles. The lady lied to my mother and said the product was **** dollars. This product was 75 dollars on Amazon. The scammer then sold this product to my mother for 150 dollars and claimed it was an open box discount. The receipt manages to also have a small print that says there are no cash refunds. I am absolutely disgusted with this and I will be speaking to a lawyer.

  Business Response

  Date: 03/07/2023

  Hello 

  we read your message and we sorry about your experience but we do not have any connection to this store that you purchased from ! We are located in **************** and the receipt that you attached is not belong to us and to our store address  . all Introstem store are franchise and have a different owner and buisness model. 
  

  
  please refer this complaint to the store with the address that you purchased from and please remove this complaint from our company record.

   

  thank you