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Serenity Garden BrandsThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/06/2025
Type:Product IssuesStatus:ResolvedMore 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.
This is about a Scam operation regarding not issuing refunds with numerous emails saying they have escalated to their ************************** but nothing happens over several months. Then they sent another package I did not order and billed me for it on 1/14/25. Now more promises and excuses but no payments made. My total deserved refund was/is $474.66.History: On 11/23/24 I ordered GBD Gummies package online from Serenity Garden Brands, then an hour later I realized they were not to be taken with my prescription meds so I immediately called to cancel. They said too late but would issue a reduced refund allowing for restocking fees and provided a return address and RMA number (000DF01704). They were returned the next day at my expense,. The second (scam) order mentioned above was also rejected quickly via phone and email as soon as it came through, and returned with RMA number EB90F50F79A8 on 1/24/25 at my **** expense of $14.69, which I included in my refund request along with the full price refund not reduced for restocking - their mistake/scam, not mine. And on and on the excuses went. all fully documented in the attached 4 documents.Gmails documented on Serenity Garden Brands refund issue.pdf Summary of Serenity Garden Brands refund issue.pdf November 2024 credit card charges.pdf January 2025 credit card charges.pdfBusiness Response
Date: 04/07/2025
Hello ******,
I hope this message finds you well.
I would like to sincerely apologize for the frustration and inconvenience this delay has caused you. I completely understand how upsetting this situation is, and I deeply regret the impact it has had on your experience with us.
Please know that we are actively following up with our billing department and are giving your case the highest priority. We are committed to resolving this matter as quickly as possible. As soon as we receive confirmation, we will reach out to you immediately with an update.
Thank you for your patience and understanding during this time. We truly value your business, and we are working diligently to ensure this is resolved to your satisfaction.
If you have any questions or need further assistance in the meantime, please don't hesitate to reach out.
Customer Answer
Date: 04/07/2025
Complaint: 23167419
I am rejecting this response because: It is the same standard response I've been getting since December. You have been stating you would escalate since we started. DO IT NOW!
Sincerely,
****** ******Customer Answer
Date: 04/12/2025
I have received my refunds.
Business Response
Date: 04/15/2025
Hello ******,
We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and we apologize for the inconvenience this has caused.
This matter will have to be escalated to our billing department to confirm whether or not the reimbursement was successful. Once we receive a response, we will reach out to you to clarify further. Your patience is much appreciated.
Thank youCustomer Answer
Date: 04/15/2025
My refund was received. I'm sure it was a direct result of BBB contact with the merchant. Thank you.Initial Complaint
Date:03/26/2025
Type:Product IssuesStatus: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.
I purchased there product once, I thought it was only going to be a$ ***** charge for 1 bottle but it was 6 bottles that they sent and I got a bill for$ 2***** ,I called and they refunded me half of my money, I canceled any future purchases on 11/22/24 ,4 days later I got 6 more bottles. I called back and complained and they said they would refund my money when I sent back the package.I gave my mailman the package to send back he mailed it back on 1/27/25 I've called and sent them emails with no results!Business Response
Date: 04/01/2025
Hello *****,
We sincerely apologize for the inconvenience caused by the recent charge on your account. Due to a system issue, a charge was mistakenly processed despite your canceled subscription.
I've reached out to our billing department again to expedite the update on your refund status. Please rest assured that we are actively working on resolving this issue and will provide you with a concrete update once we receive a reply from our billing department.
Thank you
Customer Answer
Date: 04/01/2025
They've sent me this same message at least 5 times and still nothing happens, I'm not sure what I should do nowCustomer Answer
Date: 04/01/2025
Complaint: 23120578
I am rejecting this response because:I've been told the same thing over and over and nothing has happened
Sincerely,
***** ****Business Response
Date: 04/03/2025
Hello,
I sincerely apologize for the frustration this delay has caused you. I completely understand how upsetting this situation is, and I truly regret any inconvenience.
Please know that we are actively following up with our billing department and are prioritizing your case. As soon as we receive confirmation, we will reach out to you immediately with an update.Thank you
Customer Answer
Date: 04/13/2025
I still haven't heard from them about a refund why are you closing my complaint?Initial Complaint
Date:02/10/2025
Type:Billing IssuesStatus: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.
Basically, we were getting an auto shipment from H32333038**35**373336H H33**3738353231**3831H CBD gummies which we didn&#**;t know was going to happen when we ordered 6 bottles. We got the first shipment in November, then in December we were surprised to get another shipment. We decided to cancel. On December 30, 2024 we canceled the order. About January 12, 2025, a pending charge appeared on our **** bill. We did not receive any product in January, but the charge went on our **** bill and we have been trying since January 14, 2025 to get the charge off of our bill. The **************** people keep telling us that our money will be refunded, but it has not happened yet.Business Response
Date: 02/11/2025
Hello *****,
We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.After reviewing your case thoroughly, we regret to inform you that we are unable to grant your request for a refund at this time. Our records indicate that you have already contacted your bank regarding this issue. In order to proceed further with your request, we kindly ask for your cooperation in arranging a three-way call with your bank. You may call us at **************.
Thank you
The purpose of this call is to verify whether your dispute has been successfully filed with your bank. Once we have confirmed this information, we will be better equipped to assess your situation and determine the appropriate course of action moving forward.Initial Complaint
Date:01/27/2025
Type:Sales and Advertising IssuesStatus: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.
I ordered a product online, November 26, 2024 7:38pm, from this company based solely on their advertising. As soon as I realized that their advertising is not truthful, I sent a cancelation email within 24 hours of the order. I received a confirmation email from the company dated, November 27, 2024 5:21pm, stating that the order has been canceled. I received a second email dated, November 27, 2024 5:21pm, stating they are unable to cancel the order because it has already been processed, but have canceled any further orders. I receive a shipping confirmation dated December 03, 2024 1:08am, that the order has shipped.The company refused to cancel the order within 24 hours of placing the order, because as they state, it was being processed, but did not ship for 7 days.I ordered the product in good faith, completely based on their advertising. Within 24 hours of placing the order, I realized the advertising is borderline fraudulent, and company refused to cancel the order.Business Response
Date: 01/29/2025
Hello,
We sincerely regret any inconvenience you may have experienced and can assure you that we are doing everything possible to resolve your issue. We ensure that important matters like this are dealt with appropriately.
First and foremost, we understand your frustration and regret any inconvenience caused. However, after careful examination of the matter, we must inform you that your refund request falls outside our 30-day return and refund policy. Our policy is designed to ensure fairness and consistency for all our valued customers. Unfortunately, we could no longer process any refund back to your account because we do have 30 days refund policy. Charges beyond 30 days are no longer eligible for refunds.Customer Answer
Date: 01/30/2025
Complaint: 22861502
I am rejecting this response because: I received the email listed below and attached canceling the order.Hi ****** ******,
This is to inform you that your order of SerenityGarden CBD - 6 Bottles has been cancelled.
Please find the summary of your order below.
Purchase ID:
**********
Order Date:
11/26/2024 7:38pm
Cancellation Date:
11/27/2024
Sincerely,
****** ******Business Response
Date: 02/03/2025
Hello ******,
Thank you for reaching out to us.
We understand that youve requested cancellation of your subscription to prevent any future shipments. We would like to confirm that your request has been processed. However, please note that the product you ordered on November 26, 2024, was successfully delivered to your mailing address on December 10, 2024. As the shipment was completed prior to the cancellation request, it has been processed and should already be in your possession.
Please note that we strictly adhere to our 30-day return and refund policy, as stated in our Terms and Conditions, which only allow refunds for unused, sealed bottles. Our records show that we did not receive a confirmation from you within the 30-day return window, which led us to assume that you were satisfied with your purchase.
Thank you
Customer Answer
Date: 02/24/2025
I apologize for missing the email requesting a response.
The answer provided by the vendor is factually incorrect. If the correspondence between myself and the vendor is reviewed, it is easily determined that I requested cancelation less than 24 hours after ordering. The information I provided also shows a representative of the vendor approving the cancelation. The vendor never addressed the cancelation that I provided from their representative. This is the exact reason that I canceled the order as quickly as possible. After making the determination that this is not the type of company that I want to provide my business. I would appreciate if the review the facts without throwing up a smokescreen and refund the borderline fraudulent charge.
Customer Answer
Date: 03/10/2025
Date Sent: 2/24/2025 11:30:04 PMI apologize for missing the email requesting a response.
The answer provided by the vendor is factually incorrect. If the correspondence between myself and the vendor is reviewed, it is easily determined that I requested cancelation less than 24 hours after ordering. The information I provided also shows a representative of the vendor approving the cancelation. The vendor never addressed the cancelation that I provided from their representative. This is the exact reason that I canceled the order as quickly as possible. After making the determination that this is not the type of company that I want to provide my business. I would appreciate if the review the facts without throwing up a smokescreen and refund the borderline fraudulent charge.
Business Response
Date: 03/12/2025
Hello,
We sincerely regret any inconvenience you may have experienced and can assure you that we are doing everything possible to resolve your issue. We ensure that important matters like this are dealt with appropriately.
As per our return and refund policy, if for any reason you are not fully satisfied with our products, simply return any unopened products within 30 days from when the order was placed and a refund will be issued.
Unfortunately, we could no longer process any refund back to your account because we do have 30 days refund policy. Charges beyond 30 days are no longer eligible for refunds.Customer Answer
Date: 03/17/2025
Complaint: 22861502
I am rejecting this response because: THE COMPANY HAS STARTED EACH RESPONSE, "We sincerely regret any inconvenience you may have experienced and can assure you that we are doing everything possible to resolve your issue. We ensure that important matters like this are dealt with appropriately." I TRULY DO NOT BELIEVE THEY FULLY UNDERSTAND THE THESE TWO STATEMENTS, ESPECIALLY WHEN THEY HAVE COPIED AND PASTED THE SAME RESPONSE OUT OF THEIR PLAYBOOK OF "HOW NOT TO ALLOW CREDITS TO CUSTOMERS". THE POINT THEY CONTINUE TO MISS IS THE ***** I PREVIOUSLY SENT STATING THE ORDER HAD BEEN CANCELLED PRIOR TO SHIPMENT AND LESS THAN 24 HOURS FOLLOWING THE ORDER. SINCE THE COMPANY IS NOT WILLING TO RESOLVE THIS ISSUE AND IT DOES NOT APPEAR THAT IMPORTANT MATTERS LIKE THIS ARE DEALT WITH APPROPRIATELY, I WILL HAVE NO FURTHER RECOURSE BUT TO WORK WITH THE CREDIT CARD COMPANY FOR THE CHARGE TO BE REVERSED AND CONTACT THE *** REGARDING THE FAKE ADVERTISING.
Sincerely,
****** ******Initial Complaint
Date:01/18/2025
Type:Delivery IssuesStatus:UnresolvedMore 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.
I ordered some *********** from ****************. I wrote them to stop sending them and wnat this cancelled. I just received another 2 bottles and don't know what to do.Business Response
Date: 01/20/2025
Hello,
We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.
We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $129.99 today. You should expect to see the credited amount in your account within the next 5-10 business days.
Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.
We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know.Customer Answer
Date: 01/30/2025
They never sent my money back.Customer Answer
Date: 02/03/2025
Date Sent: 1/30/2025 4:23:48 PM
They never sent my money back.Business Response
Date: 02/03/2025
Hello ****,
We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and we apologize for the inconvenience this has caused.
This matter will have to be escalated to our billing department to confirm whether or not the reimbursement was successful. Once we receive a response, we will reach out to you to clarify further. Your patience is much appreciated.
Thank youCustomer Answer
Date: 02/13/2025
Never got my refund.Customer Answer
Date: 02/17/2025
Complaint: 22828359
I am rejecting this response because:Never got my refund.
Sincerely,
**** *****Initial Complaint
Date:01/03/2025
Type:Service or Repair IssuesStatus:UnresolvedMore 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.
I accidentally placed an order from this company on 11/18/24. I immediately cancelled the order and was told it had already been shipped. They told me I had to return the items for full refund. I immediately returned the unopened package as soon as it was received on 11/27/24. On 12/13 I contacted the company stating I had not received the refund and that according to **** tracking it was received 12/4/24. The agent stated I would receive a partial refund which was $70 less than the original price due to restocking. I argued that the package was unopened and that nowhere was I told there was a restocking fee. Their ad states full refund. The agent then stated I would be granted a full refund. I have a confirmation number of 5203571A8E, I have not received the refund and the phone number is not working.Business Response
Date: 01/20/2025
Hello,
We hope this message finds you well. We recently received your complaint regarding the refund request you submitted for your recent purchase. We understand your frustration and apologize for any inconvenience caused.
Unfortunately, we are unable to process your refund at this time. It appears that you have already filed a dispute with your financial institution or payment provider. Once a dispute is initiated, the matter is taken out of our hands, and the resolution process is managed by the respective financial institutions involved.
We recommend reaching out to your financial institution or payment provider to inquire about the status and progress of your dispute. They will be able to provide you with the most accurate and up-to-date information regarding the refund process and any potential reimbursement.
We understand that this situation may be disappointing, and we sincerely apologize for any inconvenience caused. Should you have any further questions or concerns, please don't hesitate to reach out to us. We value your satisfaction and will do our best to assist you within the constraints of the dispute resolution process.
Thank you for your understanding and patience.Customer Answer
Date: 01/20/2025
This complaint regarding Serenity Gardens was issued to the BBB after a month of trying to resolve it on my own. In addition, Serenity Gardens have accessed my credit card and charged an additional $239.99 without my authorization. I have contacted my bank and they have closed the **** due to this unauthorized transaction.Customer Answer
Date: 01/20/2025
Complaint: 22758236
I am rejecting this response because:I sent a prior response today that this company is continuing to take payments from my account as recently as 1/17/25 Last week my bank instructed me to close the **** and transfer to another account number due to fraudulent activity
Sincerely,
******* *****
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