Complaints

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.

• Initial Complaint

  Date:12/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Order placed on 25th of September 2023. When I received the order, It was missing a majority of it and some things not working. Missing two glass jars, the additional jar for the bundle was broken. And was also missing most of the bundle pack I ordered which advertised 4 Metal tins, papers, and a couple bamboo holders. All Missing. I reached out and they sent the replacements. Citing new systems/staff packing error.I told them I was very disappointed in my experience with my purchase, that I would prefer a full refund sent to me, being both late, as well as incomplete, and lastly, one that arrived broken. They sent the return label and I mailed the package back using a return drop box next to my office. Oct 19th I followed up to check on the status of my return to discover they did not get it and the package was lost. At first ***** the employee I was emailing was helpful. Telling me "Sometimes packages do get thru the whole **** system without getting scanned so I will let you know if it arrives". Oct 23rd I responded asking when I can expect my refund as this seems like an insurance issue between them and the courier. ***** responded asking me "where I mailed it" , I responded with the street location. At this point ****** response was quite unnerving telling me that "this is not anywhere near your house". I emailed them street views of the drop box to help find the package. Nov 14th I asked about my refund, or replacement if they are keeping my money. As of 20th Nov they refuse to give me a refund. I have attached the entire email thread. They have misused my personal information to look at my home address to tell me what mail box I should have used. This is very unnerving and creepy. I do not trust this company, mostly ***** with having my personal data after he misused it and stalked me. I just want my refund. Now ***** is telling me I am outside of there return window. We have communicated 28 times from 26 Sept till 20 Nov trying to get my refund.

  Business Response

  Date: 12/06/2023

  I have been in email conversation with **************** for several months. I tried to rectify our product omissions in his order in good faith. When he asked for a return label I gave one to him. After a couple weeks, I asked if he had received the label. He didn't respond for a month. By then it would seem hard to find the package but I called the **** and tried to figure out why the label hadn't been scanned. I asked **************** to investigate where he had dropped it off thinking it was a business. When I found out it was a collection box, I called **** in *********** again and tried to get a sense of who would collect the packages and where they would go after pick up. This is when I discovered that a box for his return, size 12x10x6, would not fit in a collection box like **************** said he had used. I also searched near his mailing address for a collection box so I could see if a mail carrier could go check the box. the postal service agent told me that if a box had been blocking the entrance of a collection box for a month there would have been complaints and the postal employee in charge for removing mail from the blue boxes would have found the box that was causing the jam and there fore it would have been retrieved and scanned. the return box has not been scanned. We can't file a claim for a lost package since there is no record of the postal service having possession of it at any time. We do not refund orders for non returned items since that is not good business practice for a small company such as ours. This is standard retail practice. I am sorry this happened to **************** 

  Business Response

  Date: 12/06/2023

  I have been open with *************** about not getting his return back. It is the responsibility of the customer to make sure we get their order back if they want a refund. We are not Amazon where we can pass these losses on to someone else and  we relied on him in good faith to be responsible. I can only think that maybe he put the package into another carriers box that could accept the package-see photo- and there is *** and ***** at that corner (but by this time I would hope that ***** or *** would get the package to ****** or someone stole it ******************* since it was sticking out of the hole or he did not mail it back as he claims. Thanks

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20940742
  
  I am rejecting this response due to the following: Currently, I am out of both the amount paid for this product as well as the product itself. As was stated in a response email from the company, I was supposed to be receiving a replacement that they had supposedly shipped (notified on a Sunday), My immediately response on the first business day (Monday) was I wanted my money refunded. However, I have yet to receive this replacement product or refund. I had requested a refund at the start of this situation as well a second time when they tried to replace the product when I stated to them I am out both my money and the product. I do not have faith in this company any longer, as their response was I am now out side of the 30 day return window caused by their delays. I am also feeling violated with how they have chosen to use my personal info in order to insinuate that I am being untrustworthy or lying about any of this. I do not trust this company with my personal data as they have misused it to stalk me, this is a consumer data privacy law violation. Unauthorized Access involving Sensitive Personal Information and using customer information for purposes beyond the scope of its intended use. And Multiple other violations of ******** state laws regarding Consumer information and misuse. I would prefer to settle this matter outside of the court of law. 

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/04/2024

  when will I get my refund?