Marrinda M.
Customer Service Review
I have not started using their products yet. I watched the hand and body peeling demonstration of two different types of peels prior to buying the Glycolic and Lactic acid body wash and the triple treat body lotion. When I went back to look at the transcript of the video, however, I realized I bought the wrong products for my skin type. I'm not sure how I missed that but maybe because it was nearly midnight. I emailed the support team within the same hour of purchase requesting if it was possible to exchange. I received a message days later stating my packages has been sent out. I never received a response to my request/ concern. I received my package but I have not opened it yet. I sent another email asking if the products can still be beneficial for me but I still haven't received any emails addressing my question. I went on ahead and bought the Fade Bright Lightening. I did try calling but it was after business hours since they are on the EST. I'll try again Monday. Im excited to start using their products, but this 3 star rating is based on my customer service experience. On their website, it mentions that it's best to call them for urgent issues. It's probably best to call them period. I would not email for anything.
Response from Platinum Skin CareJun 8, 2025
Hello there. I have done some research and see that we received an email from you on Monday, June 2nd at 3:00pm. I will paste both emails for reference: Your email to us: "Hello, The package has been delivered based on the delivery email that I received. I have not been home to open it yet. I would like to exchange the products for a different one based on my needs. Or will my darker skin tone still benefit from using the Triple Treat Body Lotion and Glycolic and Lactic Body wash?" ----------------------------------------------------------------------------------------- We responded to you on the same day (June 2nd) at 3:36pm with the following email: "Hi M, Thank you for reaching out with your query. The Triple Treat Body Lotion is designed to be a treatment with a high percentage of acid, which can benefit various skin tones, including darker skin. However, it is important to use it correctly and not daily, aiming for 3-4 days per week as your skin acclimates. Regards, Customer Support" ----------------------------------------------------------------------------------------- After our response to you, we have not received any further emails. If you wish to send the products back for a refund, just login to your Customer Account and select the link by your order. You have 30 days. See here: https://www.platinumskincare.com/shipping-returns/ Hopefully this explains everything for you. You can also respond directly to our emails where you originally reached out to. Our support email is [email protected]