Gin Amber BeautyReviews of ginamber.com

Reply from Gin Amber BeautyDec 22, 2025

Hi PatV., thanks for sharing your feedback. We’ve tried to locate your details in our system, but we can’t find a matching record. We also requested information here so we can investigate, but we still haven’t heard back yet. 🙏 Please feel free to reach out to us at [email protected] with your order number and email used, and we’ll look into this right away and work to resolve it. Thank you! UPDATE (01/10/26) We are glad to be able to resolve this for you, Patrick! It has been shown that the reshipment package has been delivered. Thank you for reaching out via e-mail and working on this with us 🥰 Please let us know if you need anything else.

Reply from Gin Amber BeautyJun 5, 2025

Hi Jack, We understand how disheartening it can be when a package doesn’t arrive as expected. To clarify, your order was shipped promptly and is currently held at your local post office due to unpaid customs fees, which are the recipient’s responsibility as outlined in our policies. We’ve been in ongoing communication with you to troubleshoot the issue, including reviewing the payment link you provided, which unfortunately turned out to be unrelated to your shipment. Despite some challenges in the communication process, we’ve continued to support and are still actively working with UPS to help retrieve your package. While we don’t currently offer phone support, we strive to respond to all inquiries as quickly and thoroughly as possible. We truly want to see this resolved and appreciate your patience. If you have any further questions or updates, please don’t hesitate to reach out to us directly. ❤️ EDIT: Hi Jack, We’re genuinely sorry you’re feeling this way, and we truly want to find a resolution for you. However, we do need to clarify a few key points. Your order was shipped promptly, and tracking information was sent to the email address you provided at checkout. While you stated that you didn’t receive any emails, you did share a payment link you believed was proof of customs fee payment, but that link was unrelated to your shipment. This suggests there may have been some confusion or missed communication, but we’ve done our best to stay in touch and provide support throughout. Our system sends shipping updates automatically, and our customer service team is always available from 8 am to 5 pm EST via email or live chat if any issues arise. In your case, we’ve reached out multiple times and also asked you to contact UPS directly while we do the same, to help settle the unpaid customs fees, which, as noted in our policies, are the responsibility of the recipient. We understand that customs processes can be frustrating, but we’ve remained transparent, responsive, and committed to resolving this with you. Our goal is still to ensure you either receive your package or reach a fair outcome. Please don’t hesitate to reach out to us again, we’re here and ready to help. ❤️ EDIT: Hi Jack, Our team contacted your local UPS office multiple times, but their system was entirely in a different language. We called UPS International again, and they confirmed they needed the recipient to reach out directly to confirm the delivery address and pay the customs fees. Despite our repeated requests for you to do so, that step wasn’t taken. Since the package is now being returned to us (initiated by the courier), we’ve already issued you a full refund and have notified you about it. We understand frustration, but we strive to maintain professional and respectful dialogue. Our Customer Service Team did everything possible from our side to assist and resolve the issue. We hope this brings closure and wish you all the best moving forward. EDIT: Hi Jack, We’re truly not placing blame on you and understand this situation has been confusing. That’s why we took the initiative to contact UPS on your behalf, but they only informed us that the recipient also needed to call their main number, and they would redirect you to the correct local pickup point. Unfortunately, without that call, they couldn’t proceed. Since the package is now being returned to us, we’ve already processed a full refund. We genuinely did everything we could to help and hope this brings the matter to a fair resolution. Thank you for understanding.

Reply from Gin Amber BeautyFeb 10, 2025

Hi Anne, I’m truly sorry to hear about your experience. Your skin’s health and safety mean a lot to me, and I understand how upsetting this must have been. While everyone’s skin reacts differently, I never want a customer to feel unsupported. Please reach out to me at [email protected], I’d love to look into this further and see how I can help. 💚 - Gin

Reply from Gin Amber BeautyFeb 10, 2025

Hello Ryan, I’m sorry to hear about your experience with your order. We take all customer concerns seriously and strive to provide prompt support. Since we’ve just joined Trustpilot, we’re now able to respond to reviews and wanted to address your concerns directly. To clarify, we do not pay for reviews—everything we receive is genuine. I’ve requested more information about your case to investigate what happened. Once I have the details, I’ll make sure to resolve this for you as quickly as possible. Please feel free to reach out to me directly at [email protected], and I’ll be happy to assist further. 💚

Reply from Gin Amber BeautyJun 5, 2025

Hi Karyn, thank you for your feedback and for being a loyal customer since 2018. Since we’ve just joined Trustpilot, we’re now able to respond to reviews and wanted to address your concerns directly. At the time, USPS had paused shipments to Canada due to a strike, so we had to use UPS as a temporary solution. We understand how upsetting the unexpected fees were, though these potential customs charges are outlined in our shipping policy, which is clearly stated on our website. As for the delay with the customer service replies and any confusion caused, I truly apologize. Rest assured, we have a new team and have made improvements to ensure clearer, faster communication moving forward. ❤️

Reply from Gin Amber BeautyJun 5, 2025

Hello, thank you for your feedback. Since we’ve just joined Trustpilot, we’re now able to respond to reviews and wanted to address your concerns directly. ❤️ What you described is not the standard we hold ourselves to, and we understand how frustrating that must have been. The white substance you noticed is typically a residue from our sterilization process. It’s harmless, but we completely understand how it could raise concern, and we’re actively working to ensure better clarity and consistency in product presentation. We also apologize for the delay you experienced in receiving a response. That’s not how we want anyone to feel when reaching out to us, and we’ve since made several improvements to our customer service process. Thank you again for your honest feedback, it helps us grow and serve our customers better.

Reply from Gin Amber BeautyJun 5, 2025

Hi Rosa, thank you for your feedback. Since we’ve just joined Trustpilot, we’re now able to respond to past reviews and wanted to address your concerns directly. ❤️ We take reports like yours very seriously and regret that we weren't able to connect with you at the time. For clarity, our company does not offer phone support; all customer communication is handled through email or chat, so it seems there may have been a misunderstanding. While some time has passed, we still want you to know that we care deeply about the safety and satisfaction of every customer. Your feedback has been noted and appreciated as we continue to improve.

Reply from Gin Amber BeautyJun 5, 2025

Hi, thank you for your feedback. Since we’ve recently joined Trustpilot, we’re now able to respond to past reviews and wanted to reach out directly. ❤️ We appreciate your honesty. At the time, our founder was personally responding to messages while managing many responsibilities, and her replies may have come across as brief. Her intention was always to check in and support our community, but we understand how tone can be easily misread online. 🙏 We genuinely appreciate your past interest in our content and dermarollers. While we understand your decision, we hope you might give us another look in the future.