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:02/28/2023

  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.

  On November 21 2022 I was at 520 ********** in *******. A young women approached me to try the Introstem syringe. It seemed to work. She said to use it daily and that when finished come back with the receipt for a free refill. I did today and was greeted by a young man that said it should not have been used daily but weekly and that there were no free refills. He tried to sell me on another container but I thanked him and left.I am sad that I fell for this. Yes the product is good but not worth the money with no free refill.

  Business Response

  Date: 03/02/2023

  Hello , we sorry about your experience in *******. Unfortunately we cannot help you because we are located in **************** and we dont have any kind of connection to the store in ******* or generally any Introstem store. Every store have different owner since this company is a franchise . Please refer your complain to the store in ******* and not to us

  thank you 

• Initial Complaint

  Date:02/27/2023

  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 would like a full refund. The company is scam and up sell their products for almost triple the price on Amazon or online. They say they hook you up with family discount and give free facial spa. I would like refund.

  Business Response

  Date: 03/12/2023

  Hello , we are sorry for your experience but before you filing a complaint you need to look at the business address. Your receipt showing that you purchase product in ******** ********** . We are located in ********** and we are completely different business . Introstem its all franchises so please refer your complain to the business you purchase from and it will really be appreciated if youre going to delete this complaint to our business . Thank you 

• Initial Complaint

  Date:01/10/2023

  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.

  I purchased a skin product in August 2022. I was ***** of the product, so mgr, ******, said to try it and if I wasnt happy with it, hed return all my money. I tried it, it was not a good product, so I tried returning it (about 7 times). Either they werent available, or they were on holiday, or ****** wasnt in and was the only one to do the return, or hed say to keep trying it longer and if I still dont like it, hed do the return and give me a full refund. I was given a complimentary product with purchase and tried returning it as well. ****** again said to keep using the product. I tried returning it for the last time today and ****** finally took back the product but only refunded a partial refund. I paid $350.00 and he only gave me $250 back because I used the complimentary item that he told me to use and said it was now unreturnable because I used it, yet he told me to keep trying it! He was not truthful and went back on his agreement. I would like my remaining $100 back.

• Initial Complaint

  Date:01/09/2023

  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.

  Bought facial product from kiosk in mall for $500, had an adverse reaction causing my face to break out. Was in the store, and was given a "free" treatment and was required to give a credit card. I was charged $300 and not given a receipt. When I tried to return product and get a refund, I was told all sales final, only exchanges allowed. Could not get the managers name and number from employees.

  Business Response

  Date: 01/24/2023

  Hello , we reviewed the case and we cant find the costumer in our system. Also we asked all the stuff and they are not aware of that kind information. We never promised a free facial and charge the client . Please contact our store to better review the case and we will solve it in the best way 

  you can reach us on ***************************************** please send the copy of the charges there .

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18635526
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jenneiva ******

   This was in Northtown Mall and I was at a cios. A lady showed me the store and told me that she would get them to give  me a free facial. A guy was in there, he did half of my face and was trying to get me to buy a full years worth of facials and I broke out the next day on the right side of my face.

  Business Response

  Date: 02/08/2023

  To whom it may concern, 

  This situation is really unfortunate, we never had any issues with our products, and we have lots of satisfied customers.

  In our store, we are selling high quality skin care products to privets customers.

  We are not doing facials - we do a demo to our products only after we receive an approval from the customer, we are using testers like in every other store that sales skin care and makeup products.

  Our employees showing how to use the products and its only up to the customer if she wants to purchase, we are not forcing anyone to buy anything.

  If she had any issue, she could always call us or come back so we can help her...

   

  if you have any other questions or concerns, please feel free to reach out to me at ************.

   

• Initial Complaint

  Date:12/07/2022

  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.

  Dear BBB, I was in a hurry in **** mall when a gentleman darted out of this business to give be a free sample of face moisturizer. I took it to not be rude, then he asked no yo step inside because he could change my life. I was in a hurry but intrigued.. he put this eye serum on my eyes and it seemed like it was amazing. I asked if I could call my husband because he understood seem cell. He told me to make sure they guy wasnt lying to me. I said, he seems honest. I even asked him because its Christmas if this was the best price and am I bring scammed? I trust people for who they present themselves to be. I really could afford this but o trusted the process., I get home and the product he was selling for $1,000 retail ( I bought for $420.00) was on Amazon for $138.00. That part was gut wrenching but what is more troubling is lying to people, especially using womans age against them. I already feel terrible living in a world that hates aging. To tell me Ill be astounded instead of hydrated is sad. I feel truly bullied into something I wasnt sure of. And I was right when I couldnt return it. A good prudent has a return policy because of allergies and different skin needs.

  Business Response

  Date: 12/19/2022

  Hello . Our buisness model is to hand samples sometimes, the reason is that we want the client to try the products before buying it .   We do understand that it could be frustrating to find the product you  bought for cheaper price on Amazon but we dont have any control on private people that selling our products online . The product can be damaged/ expired / used or not the original  one . 
  each company have a different return policy , so please if you can contact us and we will make sure the store did follow up the return policy of the company .