Complaint Review: SkinBright.com - Internet Internet

Hartdaniel bear,

From the consumer who posted a comment named hartdaniel bear, I wasn't referring to you as a fake.  I was referring to the previous rebuttal from SkinBright.com/Premium Naturals LLC.  I appreciate your comments and I, too, did find the reaction telephone number. To clarify, my issue with SkinBright.com was once I called their reaction telephone number, I got no response from the company. Never! It was simply an answering machine. No live person was available to answer my questions, nor did anyone ever call me back.  I left numerous messages throughout my ordeal. Shannon at www.SkinBright.com did call me back immediately once I posted a complaint here but only to harrass me (never asked how I was doing or about my reaction).  To this day, no follow-up call or letter has EVER been placed to me about this reaction. 

Did you do the Patch test? All companies that provide chemicals to be applied to skin recommend that you do a test to make sure there are no adverse reactions.

I am certainly not fake.

Wow....I am shocked (once again) by the unscrupulous business practices of Premium Naturals/SkinBright.com . I am mortified to find the email responses were DOCTORED IN their favor. 

Anyone can forward or  edit emails and this is what Shannon Miller did to salvage their reputation.  I have to laugh at their "politically correct" responses, but let it be known that the emails shown are NOT the original correspondence. They are EDITED! I have the original undoctored emails, plus my cell phone records showing my numerous calls to their so-called "emergency hotline."  Clearly they are trying to discredit my unbiased experience with SkinBright.com and their horrible customer service.  After 10 days on medication and 2 visits to my dermatologist's office, the reaction and inflammation from using Skin Bright has cleared up. 

I will not bother wasting any more time on this nonsense from Premium Naturals. From their response here, it solidifies my position further that they are operating underhandedly. They are an inexperienced company with 2 employees and questionable ingredients.  DO NOT BE FOOLED.    I have no vested interest in any company that is their competitor, nor am I out to get them. 

My sole purpose here is to share my experience with other consumers.  


1) IF you place an order for more than one Skin Bright, be sure you receive all items.  Skin Bright is expensive and  not sure if it was an accidental oversight or their standard business practice to leave out one item.

2) IF you use their product, do so at your own risk.  DO NOT expect guidance or assistance from their so-called reaction hotline.  It is nothing more than an answering machine, and based on my experience, your inquiries will be ignored .  That is unless you post a complaint somewhere and then you will get an irate, confrontational telephone call from Shannon harassing you (which by the way is why I hung up on him).  I challenge anyone reading this to call their toll-free hotline (ANYTIME) and see for yourself if you EVER get a live person. 813-283-0666.

3) FAKE REVIEWS: Do not rely on their so-called independent reviews as they are deceiving. Prior to purchasing Skin Bright, I researched online to find the best skin lighteners. I found several websites recommending Skin Bright that I THOUGHT were unbiased. I have since learned that these reviews and websites are owned by the company themselves (deceptively covering as "independent studies"). www.SkinLightenerStudy.com was registered as a Domain Name to the same address and registrar as Premium Naturals/Skin Bright.  After I brought it to their attention, they deceptively changed the address to a Postal Box in Washington on 10/4.   I have a copy of the screen shot and kept a print out. This is my experience with them. 

They also claim to have hundreds of favorable testimonials from happy customers, which most likely are all written by them under false names.

I venture to guess that time will tell how other"real" consumers feel about Skin Bright.  

I can only say my advice to REAL consumers is DO NOT BE FOOLED BY FAKE TESTIMONIALS , THEIR DECEPTIVE BUSINESS PRACTICES AND A QUESTIONABLE PRODUCT.

I dont buy into these miracle cures, and certainly doubt their validity in medicine. This is labeled natural and is not required to undergo FDA scrutiny. So they can claim whatever they want.

I found the reaction number right away under FAQ section, along with a notice to use in a small area to determine if there will be an adverse reaction before normal use.

However, the 100% money back guarantee certainly should apply to your issue.

This is a true and factual record of all correspondence our office has had with Debbie XXXXXX regarding her Premium Naturals  order. Please keep in mind that this order was placed on August 25th. We did not hear anything from the customer regarding any sort of reaction until September 23rd, nearly a month after receiving the product. Notice we answer all her questions and make every effort to take care of her, answering each of her emails within hours of receipt. We do not have any record of any of the phone messages she references other than the call we returned last night. We have a advanced PBX phone system that logs all incoming and outgoing calls. WE have copied all email between us and the customer below so that you can come to your own conclusions. We have XXXX'd out some of Debbies personal identifying information out of respect for our customers privacy.  We have also XXX'd some of the instances of our brand name because we do not need this absolute ridiculousness coming up for our brand name in the search engines...
____________________________________________

From: [email protected]

To: [email protected]

Subject: My order

Date: Tue, 20 Sep 2011 11:42:26 -0400 (EDT) Dear SkinBright: I have been trying to reach someone at your company, but only receive voice mail. Since I have been referred back to your website, I am writing you here in regards to my recent order. I paid $88 for two bottles of your XXXXXX, yet only received one. I initially thought another one was being mailed under separate cover, but in reviewing my invoice, it looks like two should have been shipped. I know for sure that there was only 1 in the box so can you please check into this matter and have someone contact me asap. These bottles are expensive and I want to make sure

I get what I paid for. If there is a number where i can reach some live person, pls let me know. Debbie XXXXXX

1083 N. XXXXXXXX

XXX XXXXXXX 341XX

XXX-XXX-XXXX thank you

___________________________________________________________________

OUR COMMENTS - 9 minute response time

 From: SkinBright.com -

 Shannon Miller <[email protected]>

To: debscruise <[email protected]>

Sent: Tue, Sep 20, 2011 11:51 am

Subject: Re: My order

Hello Debbie, Thank you for contacting SkinXXXX.Com. I will be happy to check with our shipping department. They keep very accurate records of each packages shipping weights since that is how we are charged. USPS also weighs it so there are two places to get the information. I will get right back to you once I hear from shipping. Best Regards,

Shannon Miller

Customer Service Manager

SkinXXXXX.com

___________________________________________________________________

OUR COMMENTS - Following up with Debbie immediately once we got a response from shipping.

To: [email protected]

From: "SXXXXXt.com - Shannon Miller" <[email protected]>

Subject: Re: My order

Date: Tue, 20 Sep 2011 14:13:26 -0400



Hello, I have heard back from our shipping department. The message is as follows - --------------------------------------------

 Shannon, Good Afternoon. We apologize for the shipping error. The physical count shows that we are 1 over the sku# PNWSKINBRIGHT-01-02. I have shipped one of your single units to the customer via FedEx 2nd Day Air and it can be tracked by 503509700849. Again I apologize for the shipping error. Thank you.

Angela

---------------------------------------------



Please accept my apology for the shipping departments error. This is truly a rare occurrence. Angela has indicated that your second bottle is on the way. Please let me know if there is anything else I can do for you. Best Regards,

Shannon Miller

Customer Service Manager

SkinXXXX.com

_____________________________________________________________________

OUR COMMENTS - No response necessary. Customer has been taken care of properly and has not asked additional questions.

From: [email protected]

To: [email protected]

Subject: Re: My order

Date: Tue, 20 Sep 2011 20:40:18 -0400 (EDT)

From: [email protected]

Shannon, Thank you so much for making it right. I originally hesitated about emailing you but I am excited about the product and wanted to make sure I had both bottles. I appreciate your prompt attention to this matter. Debbie XXXXXXX

______________________________________________________________

From: [email protected]

To: [email protected]

Subject: Re: URGENT URGENT URGENT - reaction

Date: Fri, 23 Sep 2011 11:35:41 -0400 (EDT) Shannon, I left a telephone message for your customer service dept. I seem to be having some sort of reaction to your product. I applied the cream to my chin last night (this area for the 1st time) and the area swelled up and is enflamed. It seems like there is a growth forming underneath the chin, but it is quite large. Not like a pimple, but more like a cyst or boil. This appeared literally overnight and is red in color. I have never had this type of reaction before when using any facial products. Is there someone I can speak to regarding this? Your product was the only thing I applied to this area. I cannot seem to get a person on the phone and the recording said someone would get back to me within 24 hrs. HELP! Debbie XXXXXX

XXX-XXX-XXXX

________________________________________________________________

OUR COMMENTS - Responded to phone call via email, 9 minute response time. We explained why we respond via email rather than telephone. Notice we explain how to report the reaction and return the product.

To: [email protected]

From: "SkinXXXX.com - Shannon Miller" <[email protected]>

Subject: Re: My order

Date: Fri, 23 Sep 2011 11:44:57 -0400 Hello, Thank you for contacting us. Our customer service is primarily operated through email so that there is a record of all dialog. I am sorry to hear you are having an issue. SkinBright reactions are very rare. If you find yourself with some sort of adverse reaction, please follow the instructions on the bottle and report the reaction to our reaction hotline. Once this has been completed you can go here: http://www.skinbright.com/returns.html Follow the instructions to request a return and refund. Please just mark the bottle we sent to you yesterday "return to sender". I will take care of the rest for you. Please let me know if there is anything else I can do for you. Best Regards,

Shannon Miller

Customer Service Manager

SkinBXXXt.com

____________________________________________________________________

From: [email protected]

To: [email protected]

Subject: Re: My order

Date: Sat, 24 Sep 2011 08:50:16 -0400 (EDT) Dear Shannon, This is ridiculous! You left NO CONTACT INFO for your reaction hotline. Pls advise. I had to make an emergency visit to the dermatologist yesterday and need to speak to someone at your company ASAP! Debbie XXXXXX

XXX-XXX-XXXX

____________________________________________________________________

OUR COMMENTS - Response time 1 hour 9 minutes.

 From: "SkinBright.com - Shannon Miller" <[email protected]>

To: [email protected]

Subject: Re: My order

Date: Sat, 24 Sep 2011 10:01:57 -0400 Dear Ms. XXXXXX, As I said, please follow the instructions on the bottle and report your reaction to the number that is printed on the bottle. We print our reaction hotline phone number on the bottle so it is easy to find and hard to lose. The phone number is 813-283-0666. Please leave all relevant details when you call, including comments from your dermatologist. This is a very rare event for us and I'm doing my very best to help you, and will continue to do so.

Best Regards,

Shannon Miller

Customer Service Manager

SkinBXXX.com

_____________________________________________________________________

From: [email protected]

To: [email protected]

Subject: Re: My order

Date: Wed, 28 Sep 2011 20:10:14 -0400 (EDT)

Dear Shannon, No, you haven't done very much to assist me and I am very upset with your lack of customer service. Last Friday I sent you an urgent email asking you to have a representative contact me and as of today's date, no one has responded to my various emails and phone calls. Simply leaving a message on a toll-free number has done NOTHING to assist me with the reaction from your product. I was forced to visit URGENT CARE because of your lack of response and am once again requesting someone CALL ME at (239) 450-3800. If I do not hear from anyone by tomorrow, I will be contacting the Better Business Bureau as well as any and all message boards/complaint boards regarding my reaction. I will have no problem blogging about my horrible experience with your company and your lack of concern when their is a health issue at hand. Debbie XXXXXX

(XXX) XXX-XXXX

_____________________________________________________________________



OUR COMMENTS - I called Debbie at 10:00 eastern and left a message since she did not pick up. She was apparently too busy to busy trying to sully our reputation to take my call.

 

From: [email protected]

To: [email protected]

Subject: Fwd: My order

Date: Thu, 29 Sep 2011 18:41:04 -0400 (EDT) Hi Shannon, As it does not appear that I will be speaking to anyone at your company regarding my reaction to your product, I am hereby requesting a refund of the $104.11 back to my credit card. The link you provided in one of your emails was disabled and calls to your office went unanswered. Please send a prepaid label or UPS driver to pick up the defective product. I also am formally requesting reimbursement for my out-of-pocket medical bills related to this incident. My dermatologist's visit on Sept 23rd was $75 and $9.36 for the prescription medication. I am disappointed that no correspondence with me was made regarding this reaction - that is until you realized that I was posting my experience and reviews ...and then I received a late night call within the hour (wow....wish I would have gotten a call within the hour after my horriblre reaction). It would seem to me that most reputable companies would care to know what transpired, exact symptoms and any residual problems, but SkinBright obvoiusly does not. Whether this was a rare occurrence or not, I cannot comprehend the lack of good faith on your part. My initial phone calls to you were simply out of concern - wanting to know if what I was experiencing had happened before, and if so, what could I expect, how long before the discomfort and swelling subsided, etc etc. Who else but your company would have this experience and have knowledge of the ingredients in your product? Some assistance would have been welcomed and very much appreciated, but at this point, I understand the dealings of your company. Going forward, I look forward to my refund and reimbursement. Debbie XXXXXX

_______________________________________________________________________

OUR COMMENTS - 1 hour, 2 minute response time.



From: "SkinBXXXX.com - Shannon Miller" <[email protected]>

To: [email protected]

Subject: Re: My order

Date: Thu, 29 Sep 2011 19:43:15 -0400 Hello, Thank you for contacting SkinBright.Com. At your request we have refunded you $104.11, which was your total purchase price including shipping. This credit will show on your banking statement within the next few days. Have a nice evening. Best Regards,

Shannon Miller

Customer Service Manager

SkinXXXXX.com _____________________________________________________________________

 

In Summary: It is not a lack of concern on our part. Our customers are the #1 priority. The allergic reaction procedure is something that we are legally obligated to do called "adverse reaction reporting". Once this has been completed she would have simply needed to request a Return Authorization Number (RMA) and she would have been promptly refunded. We offered her full refund instructions throughout our communications. In the end, had she taken the time to review the instructions on both the bottle, insert, and/or website she would have done a patch test, found her skin incompatible with the product, and avoided this whole thing altogether. After attempting to speak to her rationally this evening and having her hang up on us we have come to the conclusion that she is a most probably a employee or contractor working on behalf of a competitor to discredit our strong brand presence. Why else would she make such a stink even after we offered to refund her with our apologies. (which we would have done anyway without issue, as this is our policy anyway). We are in no way responsible for some dermatologist bill she may have incurred by not following instructions. The real facts of the matter are we have over 17 thousand facebook fans, a perfect record with the BBB after many years in business, and we challenge you personally to find one other instance of any problems with our policies and customer service listed anywhere. There are numerous independent testimonials as to both the effectiveness of SkinBright and the fact that our customer service department STRIVES to provide the most superior service available. Take a look around the internet and see for yourself. Do not take our word for it.I have copied all the correspondence on record with this customer so that you can make you own judgement as to what is going on here.

Shannon Miller

Customer Service Manager

Premium Naturals LLC

www.skinXXXX.com