BBB Accredited Business since
Phone: (800) 507-3604 Fax: (800) 507-3604 PO Box 1742, Bristol, CT 06011
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Earth Turns, LLC offers health and beauty product via the internet.
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
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Jeremy Spitz, Member
Health & Diet Food Products - Wholesale & Manufacturing Vitamins & Food Supplements Beauty Supplies & Equipment
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
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.
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.
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.
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.