ComplaintsforSpecific Beauty

• Initial Complaint

  04/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I order the myoglow from The Stacific from an Ad I seen. The woman in the video had awesome results that were obvious that were happening. The product I received is a completely different product. I was very disappointed and felt betrayed.

  Business response

  04/26/2024

  *****************************
  Lot 20
  *****************************************************************************-2204
  
  
  Date: 04/23/24
  
  Complaint ID: ********
  Account Number:  NA
  File Number: **********
  
  Dear ****************,
  
  Thank you for contacting us through the Better Business Bureau. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Your complaint is regarding a purchase of myoglow from The Stacific.  Unfortunately, we are unable to address your concerns as neither Specific Beauty nor *********************** are affiliated with The Stacific.  Nor do we market or service any products named myoglow.
  
  We recommend trying to contact the merchant/service you purchased the item through for assistance.  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called customer service today and spoke with ****** (not too sure of the spelling of the name) and was told that my amount would be broken down into three installments which is what I have always done over the past 6+ years now with this company. Unfortunately, she took it upon herself to make a one-time payment for the full amount which is now affecting my banking balance. Sadly, there is only one manager available, and they are not available to talk right now. ****** had to put in a ticket (#*******) and I now have to wait between 24/48 hours while the wrong amount pends to my account. I would love a faster resolution with this since it was company/employee error as to why it was even done the wrong way to begin with.

  Business response

  09/21/2023

  *****************************************
  Unit 22103
  ************************************************************************-3684
  
  
  Date: 09/19/23
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear ********************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled for automatic shipments of Specific Beauty on April 22, 2017, and have been receiving customized replenishment shipments approximately every three months until your most recent shipment sent August 31, 2023.
  
  We attempted to process a payment authorization for your recent shipment initially in May when it was scheduled but the credit card on file was declined by your financial institution.  The order was placed on hold.
  On June 30, 2023, per your phone request, the payment card was updated and the shipment release to begin processing for delivery.  
  
  On July 2, 2023, we attempted to process the payment authorization on the new credit card, but the request was again declined so the shipment was not sent.
  
  On August 25, 2023, per your phone request, the credit card on file was updated to a different card.  At that time, you were informed that the total cost of $102.12 was scheduled to be billed in 3 installments of $34.04 each over a 31-day billing cycle like your previous orders, and that the initial payment of $34.04 would be charged when the shipment was shipped.  You asked if you could make a payment that day prior to the shipment being sent.  Per the call review the customer service representative asked to confirm that you wanted to make a one-time payment at that time.  When confirmed, a payment for the full cost was processed.  You were informed that there would be no monthly payments until your next future shipment since no balance remained.  We regret to learn when reviewing the call that the question regarding a one-time payment was not fully explained to mean the full payment nor was the amount of that payment confirmed before it was processed.  
  
  Also on August 25th, we received your second call when you realized that the total amount of $102.12 had been charged instead of the 1st installment of $34.04.  At that time, you asked to speak with a supervisor, when no supervisor was available an offer to submit a callback request was accepted.  When reviewing your experience, we regret to learn that this request was incorrectly processed and did not reach the support team as intended.  We would like to apologize for any inconvenience which resulted. Please rest assured that your experience has been reviewed and will be used to improve our service moving forward.
  
  As a gesture of goodwill and in an effort to resolve this matter, a refund of $68.08 has been issued.  There will be no additional charges for the August shipment.  
  
  Your payment method for future shipments has been changed to an open invoice ***** Me Later status) which allows future shipments to be sent with billing statements enclosed.  This will minimize any disruptions to your shipment schedule and allow you to contact customer service to make payments (or mail in payments) after the shipment has been received.  Payments on an open invoice can still be split into three installments.  Monthly notices are sent advising of any remaining balance for shipments that are set as **** Me Later.  
  
  Your Specific Beauty account remains active with the next shipment currently scheduled for December 1, 2023.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attention ****** ******* ***** and her management team, My name is ****** ***** and when I placed my first, one time order on (June 30, 2022), I recieved a specific beauty kit *****************. A month later ************* recieved another shipment and it caught us by surprise. We did not expect a second shipmemt to be mailed to us. There wasn't a button to select a subscription to send a specific beauty kit every 30 days. We only wanted to test it out first, for a one time order. Not to mention, they billed us for the second shipment that we didn't ask for and was planning to bill every month up to November. So we called customer service the first time to explain the mistake and error that was made. They did cancel the subscription and they told us that they would send a return label to ship our packages back. They told us it would take 7 to 10 business days , we waited , and it never came so then we called back just to find out where the label went. Customer service agent told us that it never left the warehouse. So then, they told us they would send a second label. We waited 7 to 10 business days again. It never came and I even asked customer service to tell me what the tracking number for the label was. It showed that it did not leave the warehouse again. Customer service promised us that this THIRD time, we should recieve the label. The credit was billed to ******** credit card. We ask if you all could please resolve this matter by send ing the label to return these specific beauty kits back and my mom can recieve her refund immediately. We have been holding on to these items for too long. Please resolve this issue.

  Business response

  10/24/2022

  Business Response /* (1000, 5, 2022/10/05) */ ************************************************************** Date: 10/03/22 Complaint ID: ******* Account Number: ******* File Number: ********** Dear Ms. *****, Thank you for contacting us through the **********************. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. Our records reflect that you and your mother re-enrolled online for automatic shipments of Specific Beauty(r) on June 30, 2022, with your purchase of two 30-day introductory kits to be shipped to different addresses. We note that your account had previously been part of our automatic replenishment membership - with the same billing address and name as still on file - in 2017, 2018, and 2021. We do make every effort to be forthcoming regarding our promotions and offers for Specific Beauty(r) via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. Information regarding the terms of the online offer and the continuity program is provided in the shopping cart prior to any personal information being entered: these terms are bold print, and in the same size font as the rest of the page. Before customers may finalize their membership purchase, they must check a box that states they agree to the terms of the purchase. More specifically, the offers you selected state that: "One month after your first order is shipped, and then every three months thereafter, you will be sent a new full size supply of Specific Beauty(r). Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $39.95 plus $2.99 for shipping and handling per month, unless you call to cancel. All orders are subject to applicable sales tax." The products are also shipped with information reiterating the terms and benefits of membership, the next scheduled shipment date, each shipment's payment schedule, and instructions on how to take advantage of the satisfaction guarantee available. We regret if you found the offer unclear in any way. On July 7, 2022, both initial orders (each a 30-day introductory supply) were sent. The order shipped ************** had a total cost of $43.15 (including $3.20 ** Sales Tax) which was billed in full at this time to the credit card provided. The order shipped to you had a total cost of $42.75 (including $2.80 ** Sales Tax) which was also billed in full at this time to the credit card provided. Please note that sales tax rates may vary by city, state, and/or municipality, as these rates are determined by the provided ship-to address. Per the terms of the offer, on August 1, 2022, both of your 2nd shipments (each a 90-day full-sized supply) were sent. The order sent ************** had a total cost of $139.13 (including $8.97 s&h plus $10.31 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles; the first payment of $46.86 was charged at the time of shipping, leaving a remaining balance of $92.27. The order sent to you had a total cost of $137.84 (including $8.97 s&h plus $9.02 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $46.37 was charged at the time of shipping, leaving a remaining balance of $91.47. On August 9, 2022, per your phone request, your account was cancelled and 2 postage pre-paid return labels were sent to assist with the return of both full-sized shipments at no additional cost to you. On August 12th and 17th, per your phone inquiries, it was confirmed that the requested return labels had been mailed: these labels are sent ********* and usually take about 7 - 10 business days to arrive. On August 22, 2022, per your phone request, 2 additional return labels were issued. Due to an inventory delay, these labels were unfortunately not mailed until September 9, 2022. On August 25, 2022, per your phone inquiry, payment card information was removed from both 2nd shipments to ensure that the remaining balances due would not be billed to that card. Per your phone call on August 30, 2022, as no supervisors were available at that time to take your requested transfer, a request was submitted for a supervisor to call you back. Two additional return labels were also issued at this time; due to the inventory delay noted previously, these labels were not mailed until September 13, 2022. We regret to learn that on August 31, 2022, the request for a supervisor to call you back was incorrectly closed without returning your call, and we would like to apologize for any inconvenience which resulted. Please rest assured that your experience has been fully reviewed and will be used to improve our services moving forward. On September 9, 2022, per your phone inquiry, it was confirmed that your 2nd pair of return labels had been mailed out that day, and would arrive ******** in about 7-10 business days. Per your phone inquiry on September 13, 2022 - as a courtesy in exception to our 60-Day Money-Back Guarantee policy - the remaining balances of $92.27 and $91.47 for both full-sized shipments were cleared in advance of receiving the returns. It was confirmed that a refund of these shipments' purchase prices (less s&h) would also be issued once the returns were received and processed. This information was reiterated during your additional phone inquiries on September 13th and 14th. Per your email received on September 19, 2022, full refunds in the amounts of $46.86 and $46.37 (including s&h, in exception to the terms of our guarantee which specifies s&h costs as a non-refundable item) were issued for each of your 90-day shipments ahead of their receipt as returns, as a gesture of goodwill and in an effort to fully resolve this matter. A voicemail was also left at the phone number on file for your account, confirming these refunds had been issued. On September 20, 2022, both full-sized shipments were processed as returns to our facilities. As full refunds had already been issued for both of these shipments ahead of their receipt as returns, no credit remains due. Your Specific Beauty(r) account remains closed with nothing further to be shipped or billed. Sincerely, ********* Senior Manager Contact Center Operations

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/26/22, I placed one order with Specific Beauty. On 3/29/22, I was charged $43.20, and I received the product, but then the next month, on 4/27/22, I was charged $46.91, totaling $90.11. I immediately attempted to call the company's customer service line, but the phone line on their end kept dropping my call. I then proceeded to send an email indicating that I did not intend to participate in any subscription program, and I asked if they could please cancel the subscription and refund me the $46.91 because I only planned on making one purchase of the product. I received a response indicating I had a balance of $139.28 and that a shipment would be mailed to me in July. I responded, asking how is that possible when I have one order in my possession, and I just indicated I would like to cancel? A few days later, I received a second order from them. I didn't like how this company was conducting their business and the fact that I wasn't able to speak to a representative, so I decided to return both orders in order to receive the 60-day money-back guarantee as indicated on their website. I had to pay $11.75 shipping cost to return the two orders to them, and after I returned the orders, I only received a refund of $37.21 for two orders. I requested a supervisor contact me in several emails, and my request was ignored. I sent another email requesting the full refund be returned to me because I had returned both orders to them, and my request was ignored again. I am utterly disappointed with the way this company has conducted its business. I have so much going on in my life, and this situation has caused more added stress. I am filing this complaint to ensure they don't charge any more orders, and I would like a refund of $52.90, which is for the order I have already returned and includes the $5.99 that was deducted from the credit I have already received. Any assistance with this matter would be greatly appreciated.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/06/22) */ ********************************************************** Date: 06/22/22 Complaint ID: ******* Account Number: ******* File Number: ********** Dear ***********, Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. Our records reflect that you enrolled online for automatic shipments of Specific Beauty(r) on March 26, 2022. As part of their initial member kit purchase, customers enrolling in the Specific Beauty(r) member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website, in bold print and the same size font as the rest of the page. The products are also shipped with information reiterating the terms and benefits of membership, including the 60-Day Money Back Guarantee available (which does specify s&h cost as a nonrefundable item.) On March 29, 2022, your initial order (a 30-day introductory supply) was sent for a total of $43.20 (including $3.25 NY Sales Tax) and billed in full to the PayPal account provided. Per the terms of the agreement, on April 27, 2022, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $139.28 (including $8.97 s&h and $10.31 NY Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $46.91 was charged to the Paypal account on file when the order shipped, leaving a balance of $92.37. Also on April 27, 2022, we received your email request to cancel. As orders that have already shipped at the time of cancelation will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee, you were provided with information regarding the balance for your 2nd shipment at this time: cancelling an account cancels all future shipments, but it does not cancel the balance due for orders sent prior to cancellation. We regret to learn that your request to cancel all future shipments was not promptly processed however, as well as that incorrect balance information was provided to you at this time which indicated the full cost of your 2nd shipment, rather than the remaining $92.37 balance due. Return instructions were provided in response to your email request on May 2, 2022. Per the above noted error in processing your cancellation, your next scheduled shipment date in July 2022 was also provided at this time - however, your request for a supervisor callback was not submitted as you had requested. As our website offers multiple options to contact us via email, phone, or chat, we regret if you experienced any difficulty contacting us via any of these channels, as they have been regularly tested without issue. We strive to provide only the highest quality products and service, and we apologize that your experiences with us did not meet that expectation: please rest assured your customer experience has been fully reviewed, and will be used to improve our services moving forward. On May 11, 2022, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund of $37.21 was issued and the balance of $92.37 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.70 (s&h plus applicable NY tax on that) was not refunded. Although our records do not indicate that your 1st shipment has been received as a return to present date, as a gesture of goodwill in an effort to resolve this matter, a full refund of $43.20 for your 1st shipment has been issued. Please allow 3-5 business days for this credit to post. Your Specific Beauty(r) account is now closed, effective June 21, and nothing further will be shipped or billed. Sincerely, ********. Senior Manager Contact Center Operations

*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. ↩