| Information |
Why it matters |
| Account email |
Locates order, subscription, and Customer Portal record |
| Order number |
Required for return, refund, and shipment review |
| Product name |
Identifies Crepe Erase or The Body Firm item |
| Charge date and amount |
Required for billing review |
| Next shipment date |
Determines future auto-delivery changes |
| Cancellation screenshot |
Shows the account action taken |
| Delivery date |
Starts the 60-day return timing |
| Return tracking |
Shows whether return is in transit or received |
| Installment schedule |
Needed if a payment processed during return transit |
| Product photos |
Supports damaged, wrong, missing, or reaction complaints |
| Refund amount |
Shows S&H deduction and installment adjustment |
| Chat transcript |
Shows what Customer Care already decided |
For cancellation complaints, lead with the next shipment date. For refund complaints, lead with delivery date, return tracking, and installment timing.
Subscription and Auto-Delivery Cancellation Complaints
Crepe Erase product pages describe subscription products as recurring purchases and say the customer authorizes charges at the listed prices, frequency, and dates until the order is fulfilled or the customer cancels if permitted. Product pages also say a favorite product ships every 3 months and can be canceled anytime.
Use this table:
| Subscription issue |
Complaint focus |
| Need to stop future shipments |
Use Customer Portal and save cancellation confirmation |
| Charge after cancellation |
Provide cancellation confirmation and later charge |
| Multiple subscriptions active |
Ask Customer Care to list active products under the account |
| Wrong product recurring |
Provide product and Customer Portal screenshot |
| Installment plan confusion |
Provide billing summary and payment schedule |
| Portal does not work |
Save screenshot and use chat support |
If a product was already scheduled or processed, ask support whether the current shipment can be stopped or whether it must be handled under the return policy after delivery.
60-Day Money-Back and Return Complaints
Current Crepe Erase and The Body Firm pages advertise a 60-day money back guarantee (less S&H) with every order. The reviews-and-ratings page says customers can try The Body Firm for 60 days and return bottles even if empty, less shipping and handling.
The current FAQ says:
| Policy point |
Complaint impact |
| Refunds issue to original payment method |
Confirm the card or payment method |
| Shipping and handling are deducted |
Compare order total and refund total |
| Installment payment may process while return is in transit |
Ask how it will be included in final refund |
| Customer Care cannot provide refund updates until 10 business days pass |
Track the 10-business-day window |
For refund complaints, include the order number, delivery date, return tracking, refund email if received, original payment method, and any installment payment that processed after the return was shipped.
Installment Payments and Refund Timing Complaints
Some Crepe Erase offers use installment billing. The FAQ says that if an installment payment is scheduled while a return is in transit, it may still process, but it will be included in the final refund amount. It also says Customer Care cannot provide refund updates until the 10-business-day timeframe has passed because posting times are controlled by financial institutions.
For installment complaints, include:
| Issue |
Evidence |
| Installment charged after return shipped |
Return tracking, payment date, order number |
| Refund amount seems short |
Order total, S&H amount, refund amount |
| Refund not posted |
Refund email date, payment method, 10-business-day timing |
| Multiple installments |
Billing summary and payment schedule |
| Return received but no update |
Return delivery confirmation and support thread |
Ask Customer Care to provide the refund calculation, including product price, shipping and handling deduction, taxes if applicable, and installment payments.
Shipping, Damaged Product, and Wrong-Item Complaints
For shipping or product complaints, collect order-level evidence before contacting support. The return guarantee does not replace the need to document damaged or wrong items.
For product complaints, include:
| Problem |
Evidence |
| Package not received |
Tracking number, delivery address, carrier status |
| Damaged product |
Photos of item, packaging, and shipping label |
| Wrong item |
Order confirmation and product received |
| Missing item |
Packing materials, order list, photos |
| Product quality concern |
Product, date received, photos |
| Product reaction |
Product, date used, photos if relevant |
If a package is marked delivered but not received, include carrier status and delivery-address confirmation.
Marketing, Email, and Account Data Complaints
Crepe Erase has an unsubscribe page stating it may take up to 10 business days to stop receiving marketing emails after unsubscribing. It also says customers may still receive transactional messages about orders, such as order confirmations.
Common requests include:
| Request |
What to include |
| Marketing opt-out |
Email address, unsubscribe date |
| Account access |
Account email, portal screenshot, reset attempt |
| Privacy access |
Account email, full name, state, request date |
| Deletion |
Account email, active auto-delivery, open returns |
| Correction |
Old and corrected account details |
| Account security |
Account email, date noticed, suspicious change |
Save order records, return tracking, and cancellation confirmations before asking for deletion if an unresolved billing or refund complaint depends on them.
Skincare Product and Reaction Complaints
Crepe Erase and The Body Firm products are skincare products marketed for the look of crepey skin, hydration, elasticity, firmness, and body/face care. Product complaints should separate dissatisfaction from damaged product, wrong item, and possible skin reaction.
For skincare concerns, include:
- product name
- order number
- delivery date
- date first used
- amount used if relevant
- photos of product and packaging
- skin concern or reaction
- whether use was stopped
- whether professional care was sought
- requested support response
If a skincare product causes a concerning reaction, stop using it and contact an appropriate healthcare professional before focusing on refund details.
When to Escalate Beyond Crepe Erase
| Situation |
Escalation path |
Notes |
| Charge after confirmed cancellation |
Customer Care follow-up, then payment issuer if appropriate |
Include cancellation confirmation and later charge |
| Refund not posted after stated timeframe |
Customer Care follow-up |
Include refund email and 10-business-day timing |
| Installment dispute during return |
Customer Care follow-up |
Include payment schedule and return tracking |
| Damaged or wrong product unresolved |
Customer Care follow-up |
Include photos and order number |
| Package lost in transit |
Customer Care and carrier |
Include tracking and delivery address |
| Privacy request unresolved |
Privacy/Customer Care route, then applicable privacy regulator |
Include request date and response history |
| Product reaction concern |
Customer Care, professional care, and regulator if appropriate |
Preserve product and photos |
Escalation is strongest when it uses one account email, one order number, one return record, one installment schedule if applicable, and one requested remedy.
What to Say in a Crepe Erase Complaint
Use this script:
"I need Crepe Erase / The Body Firm to review a complaint for account [email]. The issue is [auto-delivery cancellation, charge after cancellation, 60-day return, refund delay, installment payment, shipping and handling deduction, damaged product, wrong item, missing item, marketing opt-out, privacy request, or product concern]. The relevant details are [order number, product, charge date, next shipment date, cancellation date, delivery date, return tracking, refund email date, or installment date]. I have attached [Customer Portal screenshot, cancellation confirmation, order confirmation, return tracking, refund email, product photos, carrier status, or chat transcript]. I am requesting [cancellation confirmation, billing review, return instructions, refund status, installment reconciliation, replacement, shipment investigation, privacy response, or written policy explanation]. Please confirm the next step in writing."
Useful follow-up questions:
- "Which auto-delivery memberships are active under my account?"
- "Was this shipment already processed before cancellation?"
- "How is shipping and handling deducted from my refund?"
- "Will the installment that processed during return transit be included in the final refund?"
- "Has the 10-business-day refund update window passed?"
- "Can you confirm the final membership status in writing?"
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