ComplaintsforThe Hut Group Limited
Online Retailer
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I i've been a loyal customer for several years. This past September I placed a large order one of the items I received. I no longer wanted. I immediately went on to the customer portal to request a return. I mailed it right away. The package was received and signed for by Dermstore on September 20. I have been fighting repeatedly to get my refund and I keep getting a runaround that they cannot locate the package. It is not my fault that the warehouse cannot find the package that they signed for. I am frustrated because the website states that will be refund will applied within 3 to 5 business days. It is now 30 days and I have not received my refundBusiness response
10/25/2024
This has now been refundedInitial Complaint
10/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 09/28/24 I placed an online order for the Best of Dermstore 2024 holiday chest. On 10/02/24 I received a free gift only not the product. I reached out to the delivery service-Pandion since they sent two pictures of the same free item as proof.of delivery. I sent multiple emails and filled out 2 forms with Dermstore requesting a reshipment. As of 10/08/24 they are asking me to fill out the same form they already have and they have not reshipped or issued a refund.Business response
10/25/2024
This complaint was resolved on 9/10 with a replacement order being sent to the customer that was receivedCustomer response
10/25/2024
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 and the matter has been resolved.
Sincerely,
****** *********
Initial Complaint
10/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I received two jars of face serum from ********* (owned by the Hut Group) that were on a monthly subscription I had signed up for. I had tried to cancel the subscription a few days before the order was supposed to be processed because the serum was not working for my son's acne, but I was told that the order had already been processed (even though it didn't show up as processed online), and they said it couldn't be cancelled. I was charged $173.04. They assured me I could return the unopened serum and they would issue me a refund. I was sent several emails with the information on returning the product (attached), and I followed all directions and shipped it back. The **** tracking showed it was delivered to their warehouse 4 days later. I waited for an email or a refund but I received neither. I called, I chatted online, etc. for three weeks with the company and they kept saying the warehouse was looking for the package. They finally said they couldn't locate it so my refund could not be processed. After looking online, I see this company has many, many, many complaints about refunds not being processed or orders not being received. So now they have charged me $173.04 and I have no product. I have included my credit card charge, the emails about the return, the shipping receipt from **** with tracking number, and all the online chats. Thank you for helping. I believe they are stealing from many people.Business response
10/25/2024
The customer has provided POP but unable to open it. Message sent to re request thisCustomer response
10/27/2024
Better Business Bureau:
The HUT Group has refunded my account, and I am satisfied with the outcome (complaint ID *********. Thank you for your help with this matter.
Sincerely,
******** *******
Initial Complaint
09/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Products never arrived. Tracking photo shows products delivered to another address, not my home. Very difficult to contact business. Required specific form to make a claim - submitted. Two weeks after submitting the form this has not resolved ( one month after product supposedly delivered).Business response
10/25/2024
refund has been processed and received by customer for this.Customer response
10/28/2024
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 and the matter has been resolved.
Sincerely,
******* ********
Initial Complaint
09/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I bought a 200 Sunday ***** kit from them and they delivered it to the wrong address Order ****** They refuse to re ship or assist in anyway. Said it was my fault for entering the wring address when the address was not even entered by me but by after pay.This is a $200 order and they expect me to eat the costBusiness response
10/25/2024
This has been refunded todayInitial Complaint
09/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Dermstore sent me incorrect products when I placed order number *********. Proof of purchase is attached. On 7/9/24 I requested a return. That same day, a mailing label and insert was provided to me. I mailed the products to Dermstore using the provided label. I never received a refund or the products originally ordered. On August 7, I sent Dermstore's customer service a request for my refund. Since that time, I have received numerous unhelpful canned responses from Dermstore's "customer service" team. A copy of my communications with Dermstore is attached. Please assist in obtaining my refund from Dermstore.Customer response
09/10/2024
Better Business Bureau:
Only after informing Dermstore that I had filed a complaint with the BBB did the Dermstore arrange a refund.
Sincerely,
*******************
Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I returned the SkinMedica TNS serum in February with the label provided to me by Dermstore. I have been told countless times I would receive a refund and still have not received it. The tracking number and proof the package was shipped from the post office resolution team was provided to Dermstore and they still refuse to refund my money. I have provided ALL necessary documentation supporting the refund.Customer response
09/20/2024
Better Business Bureau:
At this time, I have not been contacted by The Hut Group Limited regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
08/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was sent an email stating a subscription order was being dispatched. I had cancelled the subscription months ago. It was too late to get the order cancelled. I have been requesting a return number all week and just keep getting sent to links that don't work. I've emailed customer service several times telling them of the issues and they do nothing other than give me a scripted response referring me to the same website that does not work. All I want to do is return this UNOPENED item and get a refund to my card and they have made that impossible.Customer response
09/13/2024
Better Business Bureau:
At this time, I have not been contacted by The Hut Group Limited regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
08/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I subscribed to sunscreen delivery from this website, but the package never arrived. The tracking info showed it was left in the middle of nowhere. I contacted customer service, who asked me to fill out a form and promised someone would get back to me within 3-5 days after investigating. No one followed up, so I reached out again, only to be told they needed another 5 business days. After those 5 days, I contacted them again and was told they needed another 24 hours because the issue had been escalated to the manager. Well, its now been over 24 hours with still no response. Im baffled that they misdelivered my package and took no meaningful action to resolve it or contact the courier to track down where it was delivered. I'm disappointed by their clear attempts to stall, perhaps hoping I would give up on the issue. I believe Ive been patient, giving Dermstore ample time to handle this before considering further action on my own. I'm not even asking for a refund, I'm simply requesting that the items be replacedInitial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order with a 25% discount and was charged tax on the amount before discount was taken. Tax should have been calculated on the price after the discount but customer service admitted they charge tax on the full amount. I asked them to correct it or cancel my order and they refused to do bothBusiness response
08/12/2024
Provided further refund and contacted customer to advise
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Customer Complaints Summary
429 total complaints in the last 3 years.
95 complaints closed in the last 12 months.