ComplaintsforThe Hut Group Limited
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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
7/13/24 I ordered ******************************* **** Cream from ************* because Id previously used the brands regular Cream and liked it. The **** Cream is very thick and sticky and takes a lot of friction to get it to absorb, which exacerbates my rosacea. I tried to return it following instructions on the site, was unable, and heard back from the company that only unused products can be returned. When you click Returns on the site, you are led to Quick Returns which shows returning in 3 steps. What I did not notice in smaller print below is the explanation that products must be unopened. That information needs to be obvious. ******** ******* ********** *** **** all accept returns, I wouldnt have purchased from ************* if it was made clear returns have to be unopened. I have a medical condition and a purchase from this company exacerbated it. This seems a reasonable reason to return a product. Their site has a page about how were all different and in reference to skin their statement is that they honor, protect, obsess, understand, and offer care for skin. They should then allow returns when products fail. And if not, the return policy shouldnt be the small subscript, it should be front and center. And they shouldnt claim on their site to be so supportive of skin when they are not. Its what initially drew me in. Im attaching pictures from the ************* website below.Business response
08/12/2024
Hello, I am unable to locate the account. Can the customer please provide the order number?Customer response
08/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Dermstore is requesting the order number, which I originally included. Ive attached here a screenshot of the email Dermstore sent with the order number. Im requesting a refund. I used this skin care product once and it exacerbated my medical condition. If a product is purchased to heal and its use causes harm, it should be returnable. One doesnt know if a product will be problematic until its used. I wouldnt have bought from Dermstore in the first place if their return policy was more evident. Their site explains their easy return process in a large font. Their refusal to accept anything that has been opened or used is in much smaller print below the easy-to-see return pictograph. ********** ******** ******* ******** *** **** all accept returns, I would have purchased from them had I realized how unfriendly Dermstore actually is in regards to skin care.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a product from the Derm Store, a ************ on June 8, 2024 for $194.06 and when received a few days later, it was expired stock. I contacted Derm Store to return it, received a return label and then dropped it off the post office and returned it within the same 24 hours. To date, now July 13, I have not received a refund. I contacted Derm Store customer service multiple times, and in spite of the tracking number showing it was received back by Derm Store, they have not refunded me and are claiming they lost my return package. As a consumer, I have done everything within my duty of care to return the product on time and have proof of return delivery. The Derm Store needs to refund my money and they are not helping me. I've tried calling and emailing, so now I am escalating the issue to the Hut, as their parent company for assistance. Please have them process my refund. I have attached copies of the original receipt, return label, return receipt, and screenshot of the return tracking number showing delivered and received by Derm Store.Customer response
08/09/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding The Hut Group Limited has been resolved.business refunded my money after my daughter called in but never responded to this or any other email
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*************************Initial Complaint
07/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I recently had a disappointing experience with The Hut Group Limited when I ordered products from their Grow Gorgeous line.Expired Products: Upon receiving my order, I discovered that the products were expired. This is completely unacceptable and raises serious concerns about the company's quality control.Unfair Return Policy: When I contacted customer service to resolve the issue, I was shocked to learn that I was expected to pay for the return shipping fees for the expired products. This is extremely unfair, as the fault lies with the company for sending expired items in the first place.Customer Service Experience:The customer service team was unhelpful and unsympathetic to my situation. Despite providing evidence of the expired products, they insisted that I bear the cost of returning them, which added to my frustration.I am highly dissatisfied with The Hut Group Limited's handling of this situation. Not only did they send me expired products, but they also imposed an unreasonable return shipping fee on me. I strongly advise potential customers to be cautious when ordering from them, as their product quality control and customer service policies are severely lacking.Customer response
08/04/2024
Better Business Bureau:
At this time, I have not been contacted by The Hut Group Limited regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
07/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased skin care products on 5/27/24 Upon receipt of products two were faulty and inoperable. I contacted the "Dermstore" aka "The Hut" to return the two bottles that were faulty, sent using their return label. Organization has acknowledged receipt of the package but claiming only one was returned. i have provided receipt proof of weight of package dropped off, company has acknowledged proof and said refund would be fully processed within 3-5 business days. However after multiple inquiries and calls and excess of 10+ business days, no refund has been made. Organization is giving me the runaround.Customer response
08/02/2024
Better Business Bureau:
At this time, I have not been contacted by The Hut Group Limited regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
07/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Dermstores courier delivered to the wrong address. I sent an email to customer service where they said theyd open an investigation and get back to me within 48 hours. After following for for 3.5 weeks I just received a response this morning. The response indicated they closed my case and will no longer deliver to my address due to issues. The original delivery notification has a photo on the box of a front porch that looks nothing like my apartment. My apartment building is a 15 floor high rise and the photo was of a red brick rowhome. This is a $380 package that I am not even getting a refund for.Customer response
08/02/2024
Better Business Bureau:
Thanks for reaching out. At this time, I have not been contacted by The Hut Group Limited regarding complaint ID ********.
Sincerely,
*******************Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed a ****** order with The Dermstore on 6/26/2024 and paid for the purchase with AMex.I received the order, but one of the items was defective and the product would not come out of the bottle.I called The Dermstore and ask for a return label so I could send it back. The person I spoke with stated to me that they did not take back opened items. I explained to her that I could not get the bottle to open but the only solutions she could give me was she would send this information to someone else and they would call me within 24 hours- that never occurred.I then received an email from them skiing me what was the product number and serial number etc.I replied to the email and sent every number on the box I could find. After answering the ridiculous questions, the email was returned to me mailer not found.I then tried again to respond to the email, and it was sent back to me. This was their customer service email.They sent me a defective product, and I want my money back for this item. ******Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Sold me a defective vitamin C that is old and oxidized. Completely yellow. Claims that Skinceutical product is normal. Wants me to return the product with me pay for shipping but doesnt guarantee a refund. Ive heard people return and the store claims they never received the return. I cant take the risk. The product cost $160.Initial Complaint
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The company sold a used facial product under the pretence that it was new. I contscted them to get the issue resolved but for every contact response from them, they keep asking for new information. I provide it and then they come with a new request for something else. They ignore my request that they ask for all info at the same time, or for an emailaddress where I can send the pictures they want. They ask me to send photos using their message center - which doesnt work to upload photos in without opening a new ticket for each picture - and then they respond for each ticket as if it was a new issue. In orher words, their actions and requests make it impossible to get the original issue resolved since we are going in circles in a catch 22. It is absolutely disgusting that they sell used facial products under the pretence of them being new - opened leaking packages and glass bottles with fingerprints on them! The product in question - a face oil was $92.65 - so it is supposed to be high quality!Customer response
07/02/2024
Better Business Bureau:
At this time, I have not been contacted by The Hut Group Limited regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My item arrived smashed. It was a glass bottle of facial product. I cut my hand on it. Contacted company. Only available through DM. Could never get an actual person on the phone. After 4 months of them looking at the pictures , they decided they were going to refund me and to discard the broken glass. I did. They kept saying the refund had been sent to PayPal and it was my complaint that was holding it up. PayPal said that was not true. Then I was told to ship the item back before I could get a refund, knowing I had thrown it out. I even escalated the matter further at PayPal but the company knew how to play that route. I was asked to submit a police report saying the item was damaged ( I did ). I was asked to get an email from company where they said it would be refunded and to throw it out. ( I did ) And still somehow since I did not return the broken glass, PayPal closed the case in the company's favour. If I had returned the broken glass, I would get a refund. I believe the company knew this condition and told me to throw it out for this reason. So now I am out 95 dollars. Company has gone silent. And now I see so many similar complaints.Customer response
06/25/2024
Better Business Bureau:
At this time, I have not been contacted by The Hut Group Limited regarding complaint ID ********.
Sincerely,
*******************Initial Complaint
05/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered long ago. Never received any confirmation or anything. Order never arrived but I was charged. They dont answer the phone. There is no email address. No human to talk to. The only way to communicate with them is to send them a message through their website. They just tell me to fill out a pdf form electronically but its not formatted correctly and you cant do anything with it. They just send a canned response each time. No help. Nothing.Customer response
05/31/2024
Better Business Bureau:
At this time, I have not been contacted by The Hut Group Limited regarding complaint ID ********.
Sincerely,
***********************
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Customer Complaints Summary
429 total complaints in the last 3 years.
95 complaints closed in the last 12 months.