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This is an internet based company offering online shopping of organic and natural products. Their main product is their virgin coconut oil. They also offer natural products, nutritional supplements, organic foods, pet foods, household products and skin care products.
To reach this company for any customer service related questions, please contact www.tropicaltraditions.com/customerservice.cfm
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A BBB Accredited Business since
BBB has determined that Tropical Traditions, Inc. 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 Tropical Traditions, Inc. 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.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
Type of Entity
Business ManagementMr. Travis E. Wales, Vice President Mr. Brian W Shilhavy, CEO
Internet Shopping Food Products - Organic Organic/Green Products Mail Order & Catalog Shopping Vitamins & Food Supplements
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: I made an order then decided to cancel. There is specific instructions how to cancel the order as long as it had not shipped yet. I tried to cancel within 15 minutes of the order. Order status states was not shipped yet. Their instructions tell you to click on the cancel button on your order status which did not exist any where on the order invoice like there instructions say. Spent over an hour looking for this cancel button on there web site and called customer service and got a recorded message and left my phone number 2 times. Finally got through to someone at 1:10 p.m. That same day.the man i talked to confirmed the order had not shipped yet and would cancel the order. They never canceled the order. At 5:23 p.m. order states shipping information sent to fed x. long after their customer service said he would cancel the order. I sent a complaint to you earlier Case# ******** with the address they had on their web site. I believe that to be one of their associates to order through. As I research more and found this address to match their corporate address and your description to match their products. It was coconut oil I ordered from them.
Desired Settlement: Full refund as I contacted them before the order shipped and was told the order would be canceled. Also because they make there web site where you cannot cancel an order as they state in their customer service help area. My order was $30.35 Order number was 1088151
We apologize that our customer was not able to cancel the order online. Typically our orders ship within 24 to 48 hours and they can be sent to our fulfillment center very quickly to pack for shipping. This order was sent to our fulfillment center within minutes after the order was placed, therefore the option to cancel the order online was not available. If a customer is not able to cancel the order online we are very happy to assist in contacting our shipping center to cancel the order and stop the shipping process if possible. We contacted the shipping center the same day the request to cancel was received but the order had already shipped. Our system does not reflect the shipped status until our system updates each evening. In this type of situation we will contact the shipping carrier to have the package returned to the shipper and issue a credit. We contated FedEx and issued a full credit of $39.35 today for this complete order.
It is our practice to return all voice messages and emails within 24 hours or less during regular business hours. We regret that there was some overlap in the timing of the request to cancel the order and our contact with our customer. We had left 2 voice messages in response to the 2 calls we received and were happy to connect with him in person by phone when he called the third time. We have since also sent a reply to his emails and left an additional voice message to follow up.
We will be reviewing our cancellation instructions on our website to help clarify the cancellation process better.
Please let us know if there is anything further you may need.
Tropical Traditions Customer Service
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: I ordered coconut oil from this company based on an ad on their website. They were runnin a 2 for 1 special. It did nto require aqny special code to get the offer. When I received it, I was shorted two bottles (the free ones). When I try to reach the company they do nto answer their phones the calls just go to voicemail.
Desired Settlement: delivery of additional product
We apologize for the delay in responding to the voice message left on Friday, and this morning. Our normal response time is usually less than 24 hrs during regular business hours. Customer Service will be responding shortly.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
|7/2/2011||Problems with Product/Service|