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Connecticut

BBB Accredited Business since

Earth Turns LLC

Phone: (800) 507-3604 Fax: (800) 507-3604 PO Box 1742, Bristol, CT 06011 http://www.earthturns.com

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Description

Earth Turns, LLC offers health and beauty product via the internet.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Earth Turns LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Earth Turns LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Earth Turns LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: February 08, 2010 Business started: 10/13/2000 Business started locally: 10/13/2000 Business incorporated: 10/13/2000 in CT
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Jeremy Spitz, Member
Contact Information
Principal: Mr. Jeremy Spitz, Member
Business Category

Health & Diet Food Products - Wholesale & Manufacturing Vitamins & Food Supplements Beauty Supplies & Equipment Drugs and Druggists' Sundries Merchant Wholesalers (NAICS: 424210)


Additional Locations

  • PO Box 1742

    Bristol, CT 06011

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Complaint Detail(s)

4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a bottle of ****** ******** oil for my pets online at Earth Turns and was charged in full. The first package arrived and the bottle was cracked. I contacted the company and they said they would reship. The second box was also cracked. They told me this was highly unlikely but they would file a claim with **** and to send them pictures. I did this. Accidentally due to having mass chaos in our home with renovations, I sent a picture of another bottle in our recycling bin. I corrected the mistake and sent a picture of the correct bottle that was luckily still in our recycling bin. I ran out and did this just for them just to find the next day the owner of the store accusing me of fraud. He goes back on his promise to file a claim and replace or refund the bottle and tells me that I am not being honest with him. I am disputing with my bank but also feel the need to file with the BBB. I am also a small business owner and this is not the way to treat your customers by making false accusations about them. I would like the bottle reshipped or a refund. I don't think it is so unlikely for a glass bottle to be broken in shipping. Blaming the customer is simply wrong.

Desired Settlement: Refund or replacement. An apology for the accusations would also be appreciated but is not required.

Business Response:

The complaint against us has to do with an order placed in March 2014, but our decision was based on prior history with this customer as well as events with the current order. The facts surrounding the orders are as follows:

****'s first order with us was for a Magnesium product that we stock in our CT warehouse. We shipped the Magnesium from our CT warehouse and have detailed records of the weight of the shipment. After the shipment was delivered, **** emailed us saying that she received the wrong product. She said that she received Taurine, which was a product that we did have listed on our website to be sold, but we had never stocked in our CT warehouse. The Taurine product is much lighter than the Magnesium product we shipped her, so there would have been a clear weight difference in the shipment. We checked our shipping records and the weight of the package matched what the weight would have been if we had shipped her the correct product. Being a small business, we also asked the person who packed the order and he clearly remembered packing the correct product because of the way it fit in the box. The fact that we did not stock the product she said she received combined with the accurate package weight and the vivid memory from the packer led us to believe that the customer was not telling the truth. However, we always give the customer the benefit of the doubt, so per her request of a refund rather than a reship, we refunded her in full.
 
****'s next order with us was for a bottle of ****** ******** Pet Omega as mentioned in her complaint. After this order was delivered, **** emailed us the following statement, "Although the package you sent me appears packaged very well, the bottle is still leaking and must have been damaged in shipping." We immediately reshipped her order. However, since this was a reship of a broken bottle, the packer went above and beyond, wrapping the bottle thick in bubble wrap and putting packing paper all around the bottle on all 6 sides of the box. After the reshipped order was delivered, **** emailed us saying that the second bottle was damaged as well. This sparked our curiosity, because we have an extremely low damage rate for shipments. We rarely have damaged shipments, and for the same customer to get two in a row is very odd. Therefore, we asked that she send us a photo of the bottle for us to see how it was damaged.

The photo that she sent us was of a different product than the one we mailed her. In fact, it was for a product we do not carry. This sparked our curiosity even more. Why didn't she realize that the bottle she took a photo of was not the product she ordered. Also, why does she have a broken bottle of another product as well? After we mentioned that the product in the photo was not the product we mailed her, she then emailed us a photo of the product we mailed her. The entire neck of the bottle was completely broken off. This seemed odd to us for a few reasons. First, the neck of the bottle is the farthest away from the walls of the box and has the most packing paper surrounding it. In our experience, the sides of the bottles or bottom rim will crack first if the package is banged. Second, if the package suffered such a hit that the neck of the bottle broke completely off, then there would not only be severe visible damage to the exterior of the packaging, but all of the 16 ounces of liquid in the bottle would have leaked out and completely soaked the box. When this happens, the **** mail carriers put the box in a plastic bag and return the package to the sender.

At this point, it was obvious beyond a reasonable doubt that we were being taken advantage of.  As a small business, we have no defense against this type of theft.  Whether we refunded her or not, we would lose the money either way if she did a charge back dispute with the credit card company.  The issue is not about the $33 for this order, but rather one of integrity.  As a values-based business, we felt we had to be honest with her, and this is the first time we have ever denied a refund in this manner.  If there is even a slight chance that this was just a series of highly improbable and hard-to-believe events, then we are very sorry for our error. However, we strongly feel we are correct.

Consumer Response:  
Complaint: *******

I am rejecting this response because:

Wow, I can't believe this company continues to call me a liar.
How could anyone have a few broken bottles? Goodness, Yes, that is very far fetched.  Would you like me to send you pictures of the amount of recycling we go through in a week? There are usually upwards of 20 bottles and Wow, can you believe it?  Some actually get broken

I clearly explained to **** ( who for some reason keeps calling my phone but not leaving a message- maybe I should think he i stalking me- sense my sarcasm?) that we are doing house renovations and everything is crazy busy. On the day I was supposed to send the picture the recycling was also going out.  I did explain this and I accidentally took a picture of the wrong broken bottle in the bin.  So because of this , I am a liar?  I find this a very disputable claim.  I could clearly turn this around and say this company is trying to shun their responsibilities on a package that was not packaged with enough packing material, twice.
Glass bottles do break in storage.  It happens. 

Furthermore, they are trying to blame me for sending a wrong item the first time?  I see a chain of mistakes and then the company trying to blame me to save face. 
**** sends me emails saying how difficult it was for him to come to this decision and how he has a small business and has to have integrity in what he does.  I too run a small business, so **** is not alone in his pleas, however, I will not be treated like this.  It is offensive and irritating.

Stop calling me too.  If you are such an "honest" and good person, why do you keep calling my number and not leaving messages?

You, calling  me a liar is slanderous and I have the right to take this further to file legal charges.  I have in writing, from you, that you simply wanted to see the picture of the second broken bottle and you would pursue a claim.
In writing, you promised this. Then, you denied this and told me that I was a liar.  All over a 33 dollar bottle of Pet Oil.  I hope you feel good about yourself.  I am typically a very loving and  nonconfrontational person but I can only take so much before I break.  You cannot going around making accusations about people like this.  You do not have the right nor any type of proof.

Shame on you.

Stop calling me!

I would still like my money refunded in full, or the item reshipped in packaging that will keep it from breaking.  You did say in your email, that you would pursue a claim, which you did not.

Would the BBB like this document as proof in this case? At the very least, other companies can read this complaint and think twice before placing an order with you. There are many other options online.

Good day.

****

Sincerely,

**** *** ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.