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Business Profile

Online Retailer

Kevin Murphy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/21/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I created an account on their website and placed an order of three products, plus two travel sized products as a coupon code was emailed to me when I created an account. I inputted my credit card information, three times, and kept getting an error message. However, the next day I noticed there were three pending charges on my credit card (two for $123 and one for $109). Because their system was not accepting my credit card, I used PayPal to check out. I then realize I was overcharged and paid for the free travel sized products. I immediately emailed customer support and they said the promo code was not entered. It was, although their system may have cleared it each time I attempted payment. Regardless, the company refused to refund *****. I said I wanted to cancel the whole order but it was shipped the next day. I followed up and was told there was nothing they could do but I could return the merchandise. Of course, per their return policies, the customer has to pay shipping to return products (this is a terrible business practice and this shouldve been a red flag). I explained I would not pay shipping to return ***** of merchandise. I then told them to ask ***** to return to sender as the merchandise is still en route (and not expected to be delivered for four days). They refused to do this. They have no phone support, no way to escalate the issue, and take hours to respond. At the very least, they should be able to cancel the order and request ***** return to sender. Also, I should not be made to pay for items they should have been free because of a glitch in their payment system. And, lastly, why are there three pending charges on my credit card?! They have been pending for FOUR days which affects the amount of available credit and, potentially, my credit report.

    Business Response

    Date: 11/04/2022

    Hello To Whom This May ****************************** regards to this complaint, we have gone above and beyond to resolve this issue for *********************. Unfortunately we were unable to cancel the order as requested because the order had already shipped. Our return policy very clearly states that the customer is responsible for shipping on their returns. We offered to make an exception to our return policy. However, her behavior and treatment to our customer service representative was unacceptable. We have decided to make one final exception and refund the customers order. 

    Customer Answer

    Date: 11/04/2022


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:10/21/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Company refused package sent for return. They were aware of the return. The return falls within their return policy. Company is refusing a refund.

Kevin Murphy is NOT a BBB Accredited Business.

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