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This company offers wholesale soap making and toiletry supplies
This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Elements Bath and Body include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
Type of Entity
Business ManagementMs. Tammy Tivis, Owner
WHOLESALERS & DISTRIBUTORS SOAPS & DETERGENTS PACKAGING MATERIALS PACKAGE DESIGN & DEVELOPMENT CRAFT SUPPLIES
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
THIS LOCATION IS NOT BBB ACCREDITED
4203 Evergreen Road
Crestwood, KY 40014 (502) 690-2520 Directions
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Additional Phone Numbers
- (502) 241-7697 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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|3/12/2013||Problems with Product/Service | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: This started when I was ordering a product from this company. I had a customer service rep on the phone and they were rude and did not help me with the questions I had about the product I was ordering. I ordered the product anyway and when I received it I realized it was not the correct length. I e mailed the company and stated my problem. In addition to not offering me any assistance with my problem, they were impolite, and also stated they would not accept return of the incorrect item. At that time they did not have any notice on their site that purchases were final. I e mailed them back and forth stating that I did not agree with how they were handling the situation and that I was planing on going to a different company for my supplies. They finally agreed to give me a refund for the items if I paid to ship them back. It was not economical for me to send the items back, but this offer made me willing to eat the expense and give them another try with my business. So, I re-ordered the correct product a couple of days later. To my surprise, my order was cancelled the next business day with no notification to me. I e mailed to inquire why they had cancelled my order and I received this response: "Due to your dissatisfaction with the products & service you had received previously, it was in the best interest of both parties to cancel this order. I can only recommend purchasing the closures you need from the supplier you originally purchased the bottles. This will ensure you get a perfectly matching closure. ***** ***** www.ElementsBathandBody.com Wholesale Soap Making & Toiletry Supplies" I cannot go to the supplier that I got the bottles from because like many small business owners, I picked up the bottles in a closeout sale at a very inexpensive price. The supplier no longer exists. I needed these closures buy the end of the week and due to this company's presumptive, rude actions, I will not be able to meet a deadline. I replied and asked to speak to a manager to get better resolution and I got this response: "There is no need to discuss this matter further. Again, please feel free to contact the company from which you purchased your bottles as they should be able to provide you with the closures you need." I was shocked. I had paid them, ordered the product, and agreed with their new "no-returns" policy and they were refusing to do business with me. I feel discriminated against and have been put in a very bad situation because of their treatment of me. Then, while I was researching where this company was located I realized that the person sending me these rude, un-helpful e mails was the owner! There are no words as to how shocked I am at how unprofessional this business woman is. I will not ever do business with them again, and I will do my best to let all of my business contacts know that they should stay far, far, away from this company. I want full refund of the original transaction for all of my trouble.
Desired Settlement: I want full refund of the original transaction for all of my trouble or I am filing a lawsuit. Total $15.75
Customer placed online orders with us on 7/20, 10/8 & 10/23. Her complaint is regarding the 10/8 order, but we do not understand why she would have placed another order 10/23, then waited until 10/29 to file a complaint for the 10/29 order? If she was dissatisfied with our service, why did she place yet another order, but then wait to file the complaint until 10/29. It is clear that she was unhappy that her 10/23 order was cancelled & refunded in full. Because she cannot file a dispute about a full refund on the 10/23 order, she has chosen to go back to the 10/8 order. These are the facts as we know them to be true.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not mis-representing anything regarding this complaint. It is almost as though they did not even read the original complaint. I am aware I ordered the wrong sprayers, and I admitted that. My problem is with how their customer service department has handled the situation. I did state the following in the original complaint "I did not agree with how they were handling the situation and that I was planing on going to a different company for my supplies. They finally agreed to give me a refund for the items if I paid to ship them back. It was not economical for me to send the items back, but this offer made me willing to eat the expense and give them another try with my business."
This is why I decided to place another order. As I stated in my original complaint, "I re-ordered the correct product a couple of days later. To my surprise, my order was cancelled the next business day with no notification to me. Once I noticed this at the end of the business day, I e-mailed to inquire why they had cancelled my order and I received this response: "Due to your dissatisfaction with the products & service you had received previously, it was in the best interest of both parties to cancel this order. I can only recommend purchasing the closures you need from the supplier you originally purchased the bottles. This will ensure you get a perfectly matching closure." As previous;y stated, I cannot go to the supplier that I got the bottles from because like many small business owners, I picked up the bottles in a closeout sale at a very inexpensive price. The supplier no longer exists...They would have known this if they had contacted me like they should have before taking this action. I replied and asked to speak to a manager to get better resolution and I got this response: "There is no need to discuss this matter further. Again, please feel free to contact the company from which you purchased your bottles as they should be able to provide you with the closures you need." I was shocked. I had paid them, ordered the product, and agreed with their new "no-returns" policy and they were refusing to do business with me. I feel discriminated against because I was "black-listed" with no warning and for no reason except for the fact I was previously dissatisfied with they SERVICE. I did not cause this company any sort of loss, they are the ones that caused me a loss. This company has put me in a very bad situation because of their treatment of me. I repeat, I want full refund of the original transaction for all of my trouble.
If the company was making a decision that they were going to refuse future orders from me, they should have contacted me first. If I had known that was the case I would have never made the mistake of giving them another chance with my business. I agree it is unfortunate that their unwillingness to properly take care of a customer (over a measly $10) had to escalated this far. However, I DO agree that future potential customers have a right to know that this is how this company treats their customers. Also, if they happen to have a service problem the company may black list them with no notice causing huge ramifications on their end.
Lastly, I would like to state that I do not appreciate the tone of the company's response and their insinuations that I was lying, fighting with customer service staff about the internet problems, telling them to contact their IT department, etc...these are all lies. The fact that they are refusing to rectify this situation and are instead trying to attack me by falsifying information just adds to the reasons this complaint of mine against them is valid and should stay on record to warn future potential clients.
Problems with Product/Service
Read Complaint Details
Complaint: Hard to choose from the above list "The Primary Nature of your Complaint" because this company has wronged me in at least 4 of the ways listed in the last 3 weeks. 1. I paid $80 for next day delivery and received my shipment 4 days later Elements refused to refund the shipping 2. Elements bath and body phone number leads to a voicemail everytime and many requests for a call back have gone un answered 3. Elements bath and body does not reply quickly to emails since their phone number is a dead end this is the only way to communicate and it is slow 4. Elements bath and body shipped me grape lip balm oil with a raspberry label on it (I had ordered raspberry) 5. The replacement that they sent was also grape with a Raspberry label and they made me pay for the replacement and shipping, lead me to believe I would be refunded but did not refund me. 6. When I pointed out that the replacement oil was also grape mislabeled as raspberry Elements bath and body told me that they had double checked and were certain it was raspberry (however I assure you it is not!) Then they did not reply to further emails seeking an additional replacement.
Desired Settlement: I would like a refund for the below 4 items Original Raspberry Oil ordered that turned out to be grape (and has still not been successfully replaced) $18.95 from order #***** Replacement Raspberry Oil that I shouldn't have to pay for $18.95 from order #***** Shipping of replacement oil that I shouldn't have to pay for $8.52 from order#***** Next day Shipping from order #***** for $82.90 because the order arrived 4 days later Total refund of $129.32
I will go through each item individually. We already addressed the Next Day Air shipping back on 10/8, but we will discuss that again since you’ve chosen to file it as a formal complaint with BBB. On Monday, October 8, 2012, we responded “Thank you for your email. Your order was placed on Friday at 5:25 pm & it shipped today. I’m not sure why there is a problem with the shipping as it could not have shipped any sooner. Once the package is scanned @ the UPS hub, you will be able to view package progress.”
We have replied quickly & courteously to all of your emails. After your last email, your next course of action was to file a complaint with BBB 3 hours, though. Again it is unfair to say that we “did not reply to further emails seeking an additional replacement”. We’ve done some research into the matter over the weekend & realized that we did switch suppliers & reformulate Raspberry at the end of July 2012. We have determined that you did not receive an incorrectly labeled bottle of Raspberry, but that you are noticing the difference between the Raspberry we used to carry & the new Raspberry. You had mentioned in 1 of your emails that your older Raspberry was darker, but the lighter colored oil is our new raspberry. You mentioned you received 2 oils of the same light color, so this confirms for us that you’ve received two 8oz bottles of the new Raspberry. From what you’ve emailed & from what we verified we re-shipped to you, we are certain that you have the reformulated Raspberry in hand. We’ve been selling this reformulated oil for over 2 months & not had any other complaints or inquiries from other customers. I’d like to mention that smelling a fragrance or flavor directly out of the bottle should never be done. We always recommend formulating with an oil to determine if it is right for you. We thoroughly tested this oil in lip balm prior to making the switch between suppliers & found it to be a very comparable match. I hope that you have formulated with the oil & not just smelled it out of the bottle as this will not give you a true idea of how it performs in finished product. Unfortunately, we are unable to offer you the previous Raspberry we carried. Although we are closed Fri-Sunday, we’ve also responded to your emails on non-working days. We have made every effort to satisfy you, but feel that offering a refund for the newer version of Raspberry is in the best interest of both parties at this time. We have issued an additional refund of $24.95 via Paypal today. $18.95 for Raspberry oil + $5.25 shipping (this is the cost to ship that 1 item. Unique Transaction ID # *****************. There were other items on your order(s), so we cannot refund shipping for those items.
We feel that your complaint is unfair & that you've misrepresented the truth. We have provided facts disputing your allegations and would appreciate if you will rescind your complaint. We wish you the best of luck in finding a new supplier.
Wholesale Soap Making & Toiletry Supplies
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The business Elements Bath and Body is taking no responsibility for their mistakes and unprofessionalism the worst of which (mislabeling oils for use in body products) could have lead to serious injury. We are talking about oils that go into lip balms and then right on peoples mouths sending an oil that is mis-labeled in this instance can lead to chemical burns or allergic reactions. I am shocked that the business Elements bath and body did not handle this quickly and professionally. Of course I could never trust this company again with my money and more importantly my business needs a dependable supplier that we can rely on in order to give our customers the best possible service.