ComplaintsforLola Soap

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 29, I went into the business inside of ************** just to look around and was approached by sales people for skincare products they applied some and I decided to purchase $750 worth of four different products. I told the salesman do not mail anything until at least Friday or Monday as I would not be home when the package arrived. He assured me that would not happen.. I went back on Thursday to get a refund as I changed my mind on the products and I figured they had not been shipped out yet, but I was unpleasantly told that they already went out that next morning. I was told to call the manager of the main office in ***** on Friday. I did and left two messages. There was no one there on Friday. I did a follow up on Monday. Spoke with the manager ***** and shes refusing any refund because the products were shipped.. It is interesting that if you order the product online, you can get a refund but when you buy it at a store, you cant thats the most absurd thing Ive ever heard. I havent even received the product . Three different employees on Thursday told me dont worry about it that it would be taken care of with the manager , obviously that didnt happen. Ive never seen a business that doesnt give a refund If you dont use the item , not even sure how this is legal. Im going to check into it.. im not sure how you cant get a refund from some thing that hadnt even been shipped and its their fault They shipped it early. Her reasoning is that on the receipt it stated that there were no refunds in all sales were final. The only thing you can do is exchange products if you can even do that with these people.. and all I was gonna do was ship this product back to them that shouldve been shipped early in the first place !

  Business response

  06/04/2024

  As a reputable company, Lola Soap have fulfilled all of our commitments, from the initial day of purchase until today: *********** policy is written all over our documents; Invoice, CC slip and the shipping form. The customer had signed all of the requested documents. We sent the products to the customer in a timely manner. The customer service representatives were in contact with the customer. 

  Please keep in mind that we cannot help a customer if they decide not to cooperate with our customer service.

   

   

  Customer response

  06/18/2024

  The company finally refunded my money after I got the casino involved where they were selling their product

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We stayed in ************ in *****. We stop in in Lola soap to buy some soaps for a gift. This lady approached me offering me some demostration on my skin.. like some eye moisturizer and eye firming product. She applied and was very persistent to me to buy starting with high prices for 1 bottle $800 dollar then after say no she lower the price to $200 and give some facemoisturizer for free I was so stupid and accepted never was told me that sales are final and she put the receipts in the bag. Of course whatever she used in the store is not the same of what they give you for sale the next night I applied the eye cream caused me eye irritation and face rash.. I tried to returned. That lady was not in there was other guy. They said sales are final no return!! Anywhere in the stores says no return or sales are final tried to return the next day and the next to return and nothing Products are not sealed and no ingredients in the bottle Completed scam idk what are this product do not want it contains..

  Business response

  04/11/2024

  Our records do not show any attempts made by the customer to contact our customer service . ********************** takes pride in the high quality of our products and in our customer service to each customer. We do our best to answer questions, address complaints, concerns or any discomfort our customers may express. The customer service contact information is printed on all of the company documents and can be found online as well. Should the customer will allow us, we would do all our efforts to resolve her dissatisfaction and to find a solution for any issue she might have had. 

  Customer response

  04/13/2024

   
  Complaint: 21558149
  
  I am rejecting this response because:
  I went 2 times to the store and tried to return the products. Show the rash. Show them that the products were not sealed. They dont want give me a refund and also they dont metioned that I have to contact customer service or anything. After I brought the products they were very rude. Just said no period.. 
  ***************************************************

  Business response

  04/15/2024

  Thank you for the response.

  Please note, since we have the company policy: "All sales are final. No refunds. Exchanges within 14 days only", which stated on the Invoice and the CC slip,  the store are not allowed to process any refunds only exchanges. 

  Please contact our customer service. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It seems to me that I am dealing with a fraud situation and poor customer service. On December 31, 2023, I was offered a free sample at the Lola Soap store located at ****************************************. Various facial product samples were offered and applied on my face. A lotion was applied under my eyes and another lotion was applied on my cheeks along with a red light device. I was encouraged to purchase a red light device and a neck device along with free or discounted products. I purchased the red light device and the neck device for $6600. They threw in some free lotions and others as a bonus for my purchase. Most of the products were to be shipped. Later that night, I noticed some swelling and redness almost all over my face, almost like a tomato. I was terrified. My eyes were also red with a burning sensation. That night I went to the store, but they were closed. I tried the next day(1/1/2024) and they were closed as well at the time I went. I called on 1/2/2024 a couple of times and left a message. Finally, that same day (1/2/2024) , I was able to connect with ************ from Lola Soap customer service. I requested an order cancellation due to my skin issues caused by their products. She told me that there is a no return policy so she could not cancel the order. She also told me that even though the products have not been shipped yet, she cannot cancel the order. She said that the red light does not give anyone skin issues. Once I stated to *** (the store salesperson) that I was going to send a complaint to the corresponding authorities, he offered more free products and a refund of $2,600 in exchange for me not to submit a complaint and cancel the credit dispute I have placed. It is clear that Lola Soap people do not care about the wellbeing of their customers. I am afraid of these products and I would not touch any of them. I have a skin condition and these products triggered my condition at the first trial; and whats even more alarming is the similar multiple complaints filed with the ********* BBB at Lola Soap | Complaints | Better Business Bureau Profile (bbb.org). Finally, I have not opened or used the products. I want to return the products for a full refund. Lola Soap customer service is not cooperating with me. They want me to keep the products at a discount knowing that they are giving me reactions and they are not good for my skin.Truly and respectfully *********************************

  Business response

  01/16/2024

  Lola Soap customer service is well aware of the situation with this customer; ********************* already provided the customer with a solution at the same day of purchase on 12/31/2023. Later on, the customer contacted ********************** customer service and again we were able to find a solution. The customer was satisfied and since then was in direct contact with ************ from Lola Soap customer service. Therefore, we are extremely surprised to find out that the customer decided to file a complaint via ********************. 

  Lola Soap takes pride in the high quality of our products and in our customer service to each customer. We do our best to answer questions, address complaints, concerns or any discomfort our customers may express. 
  

  After reviewing this case once again, our records shows that Lola Soap has fulfilled all of her commitments, from the initial day of purchase until today: The policy is written all over our documents, we sent the products to the customer in a timely manner. The customer service representative was in contact with the customer in order to find a solution. The customer had signed all of the requested documents; CC slips, shipping form and the ***** delivery. 
  
  

  Customer response

  01/17/2024

   
  Complaint: 21150046
  
  I am rejecting this response because: I their products had caused irritation and a break out in my skin as I told **** and *** on 1/2/2024. I was literally forced to reach an agreement because they threaten me that I would lose my money if I did not agreed. They went ahead and sent the products even when I requested them not to send them. I feel like their policy is irrational and illegal to force costumers to keep products. These products are not good for my skin. They should also warn customers VERBALLY of their refund policy while they are offering the products. I would like to return the products for a full refund.
  
  Sincerely,
  
  *********************************

  Business response

  01/17/2024

  Lola Soap customer service is very sorry to find out (on this platform) about the customer feelings.

  
  As mentioned, we tried to reach several solutions with the customer. At no point the customer mentioned to customer service that she is not satisfied with the offered solutions.Also, the customer did not force to visit at our store, purchase the products, asked for a shipping and to sign all of the required documents that related to this purchase (which the company policy is mention all over them).

  
  It is unfortunate that the customer chooses to use this platform to resolve her matter. Lola Soap **************** is available for the customer and she is more than welcome to contact us, as she done before in order to resolve this matter.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/23/23 while attending a reunion at ******** , I purchased what I thought was $200 in skin care products from Lola Soap, deciding to splurge a little. This shop is located withing the resort. There was NO mention of pricing during the salesman's entire demo or spiel. The only mention of price was when I received a receipt for what the salesman claimed was for sales tax, $100 or so, for an Invancu device he said he was giving to me. Other products he said was throwing in. I didn't check the receipt at the time, I'm visually impaired, and receipts are very harrd for me to decipher. I did mention this fact to the salesman and I had my white cane with me. When I received my credit card statement the following month, and saw the balance, I contacted **************, and Discover, the card company. The store sent me an email, with an attachment of two receipts the one I have, plus an invoice they claim was given me when I was there, but I never saw, nor was I given this invoice. Discover requested, and received the same. After calls and emails back and forth with both the store and Discover, I am liable, despite my complaints about the the deceptive sales tactics, so here i am, 3 months later. I sent an email to Lola Soap corporate, and was informed that the stores are independent franchises. I read some recent reviews, and some other customers have had similar negative experiences. It doesn't feel good at all to be taken advantage of., this rarely happens to me, and even knowing other s have been too. I'm not done with these people yet.. I'm not very tech savy, and can't upload any supporting information I have, but I do have emails I can forward.

  Business response

  10/23/2023

  The customer is known to customer service and the customer service are in direct contact with her. We have suggested to the customer several times to contact customer service in order to find a solution, but apparently the customer prefers to contact third parties. There are an email correspondences that proves our offers and our requests to contact us to find a solution that will satisfied both parties. Lola Soap will be happy to find a solution and close this case. 

  Customer response

  11/03/2023

   
  Complaint: 20755595
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************************

  Customer response

  11/03/2023

  Good Afternoon!  The business response that  they tri** to reach a reasonable solution isn't quite true.  The third party mention** by Lolasoap was my cr**it card company, initially after I receiv** ** my statement  the month following  my visit to the store  on 07/23/23.  Information was provid** by the business to Discover, but  only address** the charges, I disput**.  What wasn't address**, other than the charges question**,  was my assertion that I never saw an invoice the business claim** was given me at the time of the purchase, for over $2200.   Had I been given same, I surely would have question** the charges, or at least ask**, because I might   not have been able to read them because I'm visually impair**/legally blind. Thus , other than the price dispute, the other issues I mention** was the fact the salesperson never mention** the prices of any of the items. I truly think I was subject** to  deceptive and misleading sales tactics.  Along  with the pricing dispute, this was the  other basis for my complaint, ye tte business never respond** to my claims.    I don't recall when, but I  check** reviews for loasoap on a site call**  Scam Pulse.    The several I look** at were not at all favorable.  Customers had experiences  similar to mine.  One customer even mention**  that the shop was in a "prestigious  location," so I couldn't help but wonder if it was the same one, locat** withing the resort.

  Business response

  11/06/2023

  As mentioned before, the customer is known to ********************** customer service. We have suggested to the customer several times to contact our customer service in order to find a solution. The last email was sent to the customer on 10/24/2023 which as of today we did not received any response to it. Again, Lola Soap will be happy to find a solution that will be satisfied both parties. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm dealing with a fraud situation and poor customer service. On September 6, 2023, I went into Lolas Soap store in ********* with my husband. Various facial product samples were offered, of course more expensive products were introduced as the demonstration progressed. We were encouraged to purchase a red light and blue light after along with free or discounted products. I felt cornered by ***** and the employees buying the products. The next morning my husband returned to the store to attempt to get a full refund as we realized we had been scammed. He was offered a 10% discount on the sale and more free product. This is not satisfactory; I would like a full refund.

  Business response

  09/19/2023

  Lola soap is familiar in regard to this case and customers. Both beauty consultant and customer service handled the case immediately and gave the customers a solution that was to their satisfaction and as a result of this Lola Soap customer service closed the case. As of today, the customers did not contact Lola Soap customer service. Therefore, we were surprised to find out that despite the service the customers have received at the location, they chose to contact BBB directly. If the customers have any concerns, they are more then welcome to contact Lola Soap customer service.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8-17-23 I was pressured into purchasing the Trio Neck Device after all my skin flaws were pointed out. I explained I had Lupus among several other health issues and was told by the salesman it was great for Lupus. After coming home I opened the box and read the manual. It clearly states under the CAUTION warning NOT to use if you have Lupus without a doctors permission! I have contacted their customer service and left a voicemail but I havent heard back yet. I have attached pictures of the receipt and the warning.

  Business response

  08/23/2023

  Lola Soap already contacted the customer and find a solution to her satisfaction. 

  Customer response

  08/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of transaction: 5-5-2023 Amount of transaction: $8,400 The people pulled my husband and I off the path we were walking and told us they were giving away free prizes. They didnt let us know the prices of anything insisted we buy their product and swiped every card we had and drained all of our credit cards.

  Business response

  07/31/2023

  We are familiar with this customer, we are in direct contact with her in order to find a solution and resolve her matter to both parties satisfaction.  

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Got pulled into the shop and employees put cream under my eyes and said it was natural collagen. I was talked in to buying the cream. Awhile after getting home from vacation, I started to use the cream and it burned the skin by my eye! This also contains NO collagen, as they claimed. My sister bought the cream too and it burned her skin, as well! I need help getting a refund, as I spent $216.76 on this horrible product! The company refuses to give me a refund and only an exchange. I do not want any of their products because they are a scam and are not what they say. I have pictures of my eye, receipt, emails from company, etc.

  Business response

  11/17/2022

  Lola Soap are well aware to the customer and was in direct contact with the customer and her sister via phone and emails (see the attached emails).

  Lola Soap already advised the customer and her sister, that even the fact that both purchased over then two month ago (on 09/08/2022) and contacted us lately- We are approving an extend for the company 14 days exchange policy and they both can exchange the product they are not satisfied with.

  However, the customer kept insist for a full refund and advised that if we will not do that she will contact the BBB. 

  As you can clearly see both the customer and her sister filled complaints via BBB even the facts that Lola soap had contacted the customer on timely manner, reply the emails and provide a solution.

  Customer response

  11/21/2022

   
  Complaint: 18408042
  
  I am rejecting this response because: I do not want an exchange.  Their products are not as stated and I do not want anything else from this company. All I want is my money back. 
  
  Sincerely,
  
  *******************************

  Business response

  11/21/2022

  Lola Soap takes pride in the high quality of our products and in our customer service to each customer. We do our best to answer questions,address complaints, concerns or any discomfort our customers may express.

  We cannot help a customer if they decide not to cooperate with our customer service. 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was scammed into buying soap and then later pressured to buy other products. This was the first week of September. I made the purchase at ************ hotel in *********. I did not actually try the product initially because I went to Europe and then another vacation, both of which I can prove I started using the product late October as I wanted to use up my present I gel first. The bottle is still nearly full, which I explained to the company and I also sent them pictures of the burn under my eye. My sister also had a burn. Therefore, I requested a refund and all they will offer me as an exchange. I do not want to exchange a product that burned my skin for the same exact product and want a refund for the firming gel.

  Business response

  11/15/2022

  The customer had contacted our customer service, over then two month from the purchase day (09/08/2022) and advised she had a reaction. The customer service representative immediately approved the customer that we will extend the 14 days exchange policy and will exchange for any product she like at the same value- at no shipping cost to her. However, the customer kept insist for a full refund and advised she will contact the BBB if we will not agree to her request. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the night of9/19/22 I had a facial at Lola Soap at *********** hotel using firming eye cream and red light facial device (creams and mask were used also). I pd and left with 4 skincare products, the rest shipped to me which I also pd for. The next morning my eyes and face were swollen and returned to thestore first thing to return these items and get refund for both transactions. I said look at my face , I cant use your products plus these products arent packaged correctly and are not sealed. I didnt use your products but nithing is sealed. I even pulled a box that was in the store and it had no seal old product. They said only my salesperson can issue refund and he was currently out of town and gave me business card. Called, emailed with no response.

  Business response

  10/11/2022

  Lola Soap was in direct contact with the customer and was trying to find a solution. The customer advised she already contacted her bank and the BBB. The customer updated that this case is handling by the customer service and the upper management and we are waiting for the bank decision. 

   

  Business response

  10/31/2022

  Thank you for allowing us to response this case once again. The customer filed two disputes against our company and recently we got an update that those disputes were closed to our favor. 

  Please note, as a company we have fulfilled all of our commitments, from the initial day of purchase until today: The policy is written all over our documents, we sent the products to the customer in a timely manner. The customer service representative was in direct contact with the customer. The customer had signed all of the requested documents; CC slips, shipping form and the delivery signature required. Also, all the products in her possession since 09/22/2022. 

  The customer service team will be more then happy to assist the customer and to try to change her experience to a positive one. 

   

   

   

   

  Customer response

  11/10/2022

   
  Complaint: 18120715
  
  I am rejecting this response because:

  I had an allergic reaction to the products that were applied on my face. Was this reaction just the ingredients or tainted because these products are not sealed at all. There isnt a seal on the outer box nor are the jars sealed, or a seal on the inside of jar. Anyone can taint these products.

  Its a companys responsibility to safely sell products. Is this why you have a no return policy?? I cant and wont use any of these products. I have not opened or used any of these products and will gladly return these for a refund. You as a company hide behind this policy pushing unsafe products that the consumer is unaware of. I was told that I could return these if they didnt work out. ************* gave me misinformation. I thought that only legitimate companies would be in major casinos. 
  
  Sincerely,
  
  *************************

  Business response

  11/10/2022

  As mentioned before, the customer is more then welcome to contact our customer service at ************. The main office business hours: Mon-Thu 09:00am-03:30pm (PST)

  We will be more then happy to assist the customer and to find a solution that will be satisfied both parties instead of using this third side platform.

   

*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. ↩