On June **, ****, I placed an online order with The Skin Store. On June **, I received...

GetHuman5061823's Complaint issue with Skinstore.com from July 2020

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The issue in GetHuman5061823's own words
On June **, ****, I placed an online order with The Skin Store. On June **, I received an email saying my order had shipped and should arrive at my home on June **-**. I confirmed our home address was correct on the order. The courier was Fed Ex and my tracking order was ************. I began to track my package on the FedEx website. **On June **, I got an email from FedEx saying my delivery schedule has been updated to Tuesday, June **.**On June **, I got an email saying my delivery is scheduled to arrive today. **Later in the day on June **, I received another email saying “we were unable to deliver your package”. Under the “Resolving Delivery Issues” it stated: *Exception Reason*Recommended Action**. Damaged - handling per shipper instructions*No action required.**Later that same day, June **, I received another email stating*“Your delivery schedule has been updated to Friday, *********.**See "Preparing for Delivery" for helpful tips**Tracking * **************Ship date:*Tue, **********The Hut Group*THG Kentucky*Kentucky, KY ******US*Delivery progress bar*In transit*Scheduled delivery:*Fri, ********* by end of day*Theresa Smith*THG KENTUCKY***** CEDAR GROVE RD*SHEPHERDSVILLE*SHEPHERDSVILLE, KY **********“ *Note: my address has now changed to be sent back to the originating address.**On June **, I received this email *“ Your delivery schedule has been updated to Wednesday, *********.**See "Preparing for Delivery" for helpful tips**Tracking * **************Ship date:*Tue, **********The Hut Group*THG Kentucky*Kentucky, KY ******US*Delivery progress bar*In transit*Scheduled delivery:*Wed, ********* by end of day*Theresa Smith*THG ”**On June **, I received this email *“Your delivery schedule has been updated to Wednesday, ********.**See "Preparing for Delivery" for helpful tips**Tracking * **************Ship date:*Tue, **********The Hut Group*THG Kentucky*Kentucky, KY ******US*Delivery progress bar*In transit*Scheduled delivery:*Wed, ******** by end of day*Theresa Smith*THG Kentucky***** Cedar Grove Road*Shepherdsville*Kentucky, KY *******US”**On June **, I received this email*“ Your delivery is scheduled for today, *******See "Preparing for Delivery" for helpful tips**Tracking * **************Ship date:*Tue, **********The Hut Group*THG Kentucky*Kentucky, KY ******US*Delivery progress bar*In transit*Scheduled delivery:*Fri, ********* by end of day*Theresa Smith*THG Kentucky***** Cedar Grove Road*Shepherdsville”**On June **, I received this email*“ Hi. Your package was delivered Fri, ********** at **:**am.*spacer.gif********Delivered to **** CEDAR GROVE RD, Shepherdsville, KY ******Received by NCASEY**OBTAIN PROOF OF DELIVERY*******TRACKING NUMBER*****************FROM**THG Kentucky ***** Cedar Grove Road *Shepherdsville *Kentucky, KY, US, *******TO**Theresa Smith ***** NW ***ST AVE *PORTLAND, OR, US, *******SHIPMENT ID*************SHIP DATE**Tue ********* **:** AM**ORIGIN**Kentucky, KY, US, *******DESTINATION**PORTLAND, OR, US, *******NUMBER OF PIECES*****TOTAL SHIPMENT WEIGHT***.** LB**SERVICE TYPE**FedEx Home Delivery*Note: the address at the top states the package was delivered to **** CEDAR GROVE RD, Shepherdsville, KY *****, not to my address **** NW ***st Ave, Portland, OR *****. **On June **, I reached out to Skin Store through their portal and began investigating. **We exchanged ** messages between June **-July **. Below is the communication I copied and pasted from the portal**Where is my order?: Outstanding**Last Message: *********Last Replied: *********Messages**Sent by: You, ** June ****, **:****Order Number: **********I have received * shipment notifications with different dates I should receive my order. It should have been here by now. Help!!!???**Sent by: SkinStore, ** June ****, **:****Hello TL,**Thank you for getting in touch!**I am so sorry for the inconvenience this has caused! It looks like your order was returned to us! At this time we would like to offer a replacement or a refund for the items, please let us know which one you would prefer. **If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.**Kind regards,**Korde**SkinStore Customer Service Team**Sent by: You, ** June ****, **:****So, what I hear you saying is that it isn’t on its way all? **I was hoping to have it by now. How soon will I get it and can you assure me I will get it?**Sent by: SkinStore, ** July ****, **:****Hello TL,**Thank you for getting in touch about your order.**I am sorry your order has been returned back to us. If we request a replacement this would need to be on the same delivery service and so we cannot guarantee the order will arrive. We are happy to process either a replacement or refund.**If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.**Kind regards,**Stacey**SkinStore Customer Service Team**Sent by: You, ** July ****, **:****Please resend my order ASAP.***Sent by: SkinStore, ** July ****, **:****Hello TL ,**Thank you for getting in touch about your order.**We apologize for the inconvenience this issue is causing you.**So that we can resolve this quickly, please can you confirm the following?**- Your delivery address.*- Another member of your household has not signed for the delivery on your behalf. *- A neighbour has not signed for the delivery on your behalf.**If this is the correct delivery address and your item is not with a neighbour or another household member, please can you let us know at the earliest convenience so that we can begin an investigation?*If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.*SkinStore Customer Service Team**Sent by: You, ** July ****, **:****Please see above message thread! It says “it looks like your order was returned back to us.“ And, another email says. “I am sorry your order has been returned back to us. ” That came from your customer service reps. **Clearly, the package wasn’t received at my home. The attached photos of email will also confirm this. **I can assure you it was never received anywhere close to us. You have all of my contact information. It is on the emails I sent you and also on my account. **FedEx stated it was undeliverable due to damage and were returning it to the sender per the senders instructions. See attachment.**My card has been charged and I want my product as soon as possible. I will not be doing business with your company again.**This has gone on much too long.**Sent by: SkinStore, ** July ****, **:****Hello TL,**Thank you for getting in touch about your order. **I'm sorry that you haven't received this yet! Can you please confirm your delivery address typed out in full so that we can look into this further? **If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.**Kind regards,**Clarke*SkinStore Customer Service Team**Sent by: You, ** July ****, **:******** NW ***st, Portland, OR *******Sent by: SkinStore, ** July ****, **:****Hello TL,**Thank you for getting in touch about your order.**Thank you for your patience with this order. We do apologize for any inconvenience this has caused. We can either send you a replacement or a refund for this order. Which would you prefer?**If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.**Kind regards,***Adrian**SkinStore Customer Service Team**Sent by: You, ** July ****, **:*****I will not send another DM! We have exchanged ** DMs since June ** with no results. I am contacting my credit card company and the BBB to begin to take action.***There isn’t a phone number on their website and the “Live Chat” option states it is unavailable. I found a phone number on google and called it. The message says their phones are down and there isn’t an option to leave a message.**What is the next step?
I want my product or money refunded.
I reached out to them on Twitter. They asked me to send a DM to them. I told them I have sent many and will now contact my credit card company.
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Skinstore.com

Complaint issue
Reported by GetHuman5061823
Jul 13th, 2020 - 2 months ago
Not resolved
Seen by 7 customers so far
Similar issue to 62 others
0 customers following this
Items needed
Order number
Billing address
Email address on the account (if applicable)

Timeline

GetHuman5061823 started working on this issue
Jul 13th 9:51pm
GetHuman5061823 indicated the issue is not fixed yet.
Jul 14th 2:00am
GetHuman5061823 indicated the issue is not fixed yet.
Jul 16th 12:55pm