Business Profile

Online Retailer

Salt XO Handcrafted Skincare

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Salt XO Handcrafted Skincare's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

18 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

If you've experienced an issue

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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:06/11/2025
Type:Product Issues
Status:
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.
On 5/23/25 I placed an order which totaled approximately $35, upon using the product I began to experience adverse reactions. I contacted the company to request a refund due to these issues, understanding that they do not offer refunds, and unbeknownst to me that I would have an allergic reaction, I assumed that they would act in good faith to offer a refund or some type of compensation but they would not. Which says a lot about the integrity of the business.
Business Response
Date: 06/12/2025
Were truly sorry to hear that you experienced an allergic reaction. Your well-being is very important to us, and we sincerely hope you're feeling better now.
While we understand how disappointing and frustrating that situation must have been, we do want to clarify that our website disclaimer (visible prior to purchase) states the following:

Although our products are handcrafted with natural ingredients, our products are not hypoallergenic... Be sure to do a small patch test first to determine any allergic reaction.

Because every body is beautifully different, we encourage all customers to perform a small patch test before full use, especially with any new skincare product.

Additionally, our Refund Policy (also shared transparently on our website at the time of purchase) clearly states:

No refunds. We do not offer refunds or cancellations once an order has been placed.

This policy is in place due to the nature of our products, which are for personal use and cannot be resold or repurposed once shipped, even if unopened.
We genuinely appreciate your support and trust in our brand, and were truly sorry that your experience didnt match what you had hoped. While we werent able to offer a refund in this case, please know this was not a reflection of our care for you, but simply us following the same posted policies we extend to all of our customers.
We truly value your support and would love the opportunity to make this experience right. If you consider giving us another chance in the future, please feel free to use the code RMX76TEMNSPF for 30% off your next SaltXo website purchase.
Customer Answer
Date: 06/12/2025

Complaint: 23454338

I am rejecting this response because:
the company states that I should have done a patch test; in order to do a patch test I would have had to purchase the product. I would expect a company to act in good faith by providing a refund whether the product can be resold or not. Offering a 30% discount on a future purchase is a slap in the face. Why would one purchase from the business again when clearly I was allergic to their product. Why would I order again knowing there is a possibility that the same thing would happen. I was not expecting to bar an allergic reaction so I did not search the website for the refund policy as it is clearly not noted anywhere in the checkout policy. I, again am requesting a refund.

Sincerely,

***** *******
Business Response
Date: 06/19/2025
Thank you for your feedback, we truly hear your concerns and understand how upsetting it must be to experience an allergic reaction.

Although our policy does state that all sales are final, we've gone ahead and processed a full refund as a gesture of goodwill. Your health and safety matter to us, and we never want any of our customers to feel disregarded.

For future reference, we do list all product ingredients in full on our website, so it's important to review those before purchasing, especially if you have sensitivities. While we do recommend a patch test, we know that everyones skin is different, and your experience is valid.
Customer Answer
Date: 06/19/2025

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.

Sincerely,

***** *******
Initial Complaint
Date:06/04/2025
Type:Delivery Issues
Status:
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.
I made a purchase from SaltXO on April 18, 2025 (Order # ******). Per the website it states allow 5-7 days for processing. As of today *** emailed the company on 5/6, 5/21, 5/28 and 6/2. The company did respond to the 5/6 email indicating they apologized for the delay. No other email has been responded to however, I did receive a email that my package was out for delivery on 5/28. Followed by an email from the delivery carrier (***) stating the package would be returned to sender due to an insufficient address (per my screenshot I entered my address correctly) the package was delivered back to the company on 6/2. Hence the emails on 5/28 and 6/2 asking how to rectify the situation. My order total was $166.49, I have no other way than to file a complaint in the hopes they will respond to this. Id much rather have the product than a refund however at this rate honestly Id accept either. Note to the company: better communication to your customers would result in less complaints. I do happen to like (enjoy) the products and hate to have to file a complaint but limited options for contact left no other choice. If I knew for sure the status of my order I would feel confident in waiting the additional time. Ultimately, had there been responses to my emails I would not have gone this route. Hope to resolve this matter quickly.
Business Response
Date: 06/05/2025
Thank you so much for taking the time to share your experience, we truly hear you, and were really sorry for the delays and lack of communication that made this process so frustrating. This is never the experience we want for any of our SaltBaes, especially someone who genuinely enjoys our products
We want to confirm that as of earlier today, your order #****** has been fully refunded due to the package not having any progress in shipping. A confirmation email was also sent to you regarding this refund. While we know this doesn't undo the inconvenience, we hope it brings some closure to the situation.

We sincerely apologize for not responding to your follow-ups sooner. Were working internally to improve communication so that situations like this dont leave our customers feeling unheard.

Were grateful for your love for the brand, and we truly hope well have the opportunity to serve you better in the future.
Customer Answer
Date: 06/05/2025

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.

Sincerely,

******* *****
Initial Complaint
Date:05/20/2025
Type:Delivery Issues
Status:
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.
I made this purchase on April 19th, 2025. I have sent several emails concerning this purchase and requested a refund. I was given excuses for my order not shipping. I filed a complaint with my bank and suddenly the package was shipped. I see this company has many complaints and do not appreciate being taken advantage of. I don't want the order and would like a full refund.
Business Response
Date: 05/21/2025
Were truly sorry for the experience youve had, you absolutely deserved better communication and care throughout this process. We also want to sincerely apologize for the delays and the frustration it caused, especially after having to follow up multiple times.

Weve gone ahead and processed a full refund for your order, and you should see the funds reflected in your account within 35 business days depending on your bank.

We appreciate your feedback and take it seriously as we continue working to improve. Thank you for your time and for giving us the opportunity to make this right.
Customer Answer
Date: 05/21/2025

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.

Sincerely,

***** ******
Initial Complaint
Date:05/08/2025
Type:Service or Repair Issues
Status:
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.
I placed an order on April 20, 2025. About 9 days later I sent an email inquiring about a tracking number because I was afraid maybe my package was lost or stolen.I receive an email 2-3 days later apologizing. I was told that my order was being expedited. On May 7 I inquired about a refund since my order has yet to be filled or shipped.I receive a reply saying my order my has been expedited again and that they do not want to give me a shipping a date because they dont want to raise my expectations and disappoint me again. No tracking number was provided, no estimated shipping date given, no refund was offered.
Business Response
Date: 05/08/2025
Thank you for taking the time to share your experience, and we sincerely apologize for the frustration and inconvenience this situation has caused you.

We completely understand your concern regarding the delay with your order placed on April 20, 2025. While we did our best to provide updates and communicated that your order would be expedited, we acknowledge that the lack of a confirmed shipping date and tracking information understandably left you feeling uncertain and disappointed.

We also recognize that our delay in fulfillment, coupled with your repeated follow-ups, should have been handled with more clarity and urgency. While our team was working behind the scenes to resolve the issue, we understand that the communication may not have reflected that effectively.

At this point, we believe the best resolution is to process a full refund for your order, which will be issued back to your original form of payment. You will receive a separate confirmation email once the refund is completed.

We appreciate your patience throughout this process and are truly sorry for the experience you had with us.
Customer Answer
Date: 05/08/2025

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.

Sincerely,

******* ****
Initial Complaint
Date:05/08/2025
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.
I placed the order on April 13 and it took two weeks for my package to be marked as delivered on April 26 I reached out to customer service. It took them days to get back to me. They told me to file a claim with ***. I did that ***** saying it was delivered. I did everything **************** asked me to do and then they at the end of the day, they still did not help me will not get back to me. This is crazy like I said this is my first time ever ordering with the company and Im very disappointed.
Business Response
Date: 05/08/2025
Thank you for your patience throughout this process.

We want to sincerely apologize for the delay in handling your order and truly understand how frustrating this experience must have been. While we acknowledge that there was a delay on our part in the beginning, once the package was shipped, it was ultimately in the hands of ***.

As part of our process for any orders reported as missing, a claim is initiated with *** to investigate the matter. Unfortunately, *** marked the claim as:

Claim Status: Package Search Complete (Package Found / ****************************start="682" data-end="685">"A record of delivery was provided."

Because of this status, *** closed the case and did not approve a refund. We attempted to reopen the claim on your behalf, but their system is no longer allowing any further action since a proof of delivery is on file.

We completely understand this is not the resolution you were hoping for, and we truly did everything within our power to escalate this with ***. However, as we explained in our previous communication, once a package is marked as delivered with proof, *** has the final say in whether a claim is approved.

We hope this clarifies the steps we took on our end. Please dont hesitate to reach out if you have any other questions or concerns.
Customer Answer
Date: 05/08/2025

Complaint: 23302927

I am rejecting this response because: *** left a delivery photo which is not even my house. I explained that to you the package was delivered so of course its gonna show proof of delivery, but it doesnt mean it was at the right address. I am a first time customer with you guys and you would think that youd wanna make it right this is crazy and ridiculous but this will be the last time I ever ordered from your company.

Sincerely,

**** ********
Business Response
Date: 05/13/2025
We genuinely understand how upsetting this situation must be, especially as a first-time customer, and we're really sorry that things turned out this way.

We've carefully reviewed this matter again, and while there was initially a shipping delay on our end (which we're truly sorry about!), we did hand the package over to *** for delivery. *** has provided proof of delivery, even though we completely hear your point that the delivery photo provided is not your residence.

Please know that we did initiate a claim with *** on your behalf, but unfortunately, it was rejected and closed by ***, as they maintain their position based on the provided delivery proof. At this point, we're unable to reopen the claim from our side, so your best next step would be to directly contact *** and request they reopen your claim for further investigation.

We genuinely wish we could do more directly, but unfortunately, *** has specific processes in place for these situations that we have to follow. Still, we sincerely apologize for this inconvenience and truly hope *** resolves this quickly for you.
Customer Answer
Date: 05/16/2025

Complaint: 23302927

I am rejecting this response because:
UPS clearly mis delivered the package the delivery photos arent my house!
Sincerely,

**** ********
Initial Complaint
Date:05/02/2025
Type:Delivery Issues
Status:
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.
On 4/18/2025 I placed an order with this *********** spent a total of $57.96 order #******. I was under the impression that this was a great company tons of people shop with them & this company was legit. It is now May 2nd & I have still have not received my order from this company. I reached out on 4/22/2025 through *************** from the company responded saying that they will check on my order & get back to me but they never reached back out. I am extremely disappointed because I would of thought they valued people wanting to support their business but this is absurd! They are taking people money & not honoring the goods we paid for. I would like a full ********** will never again support this ************ will make is my duty to inform others about this company. This is not fair at all but a ****** was definitely was learned here. I am really you all are able to help me in this matter. Thank you in advance for your help.
Business Response
Date: 05/03/2025
Thank you so much for reaching out, and were truly sorry for the delay and the frustration this has caused.

We want you to know that we had followed up and escalated your order internallymultiple timesbut unfortunately, we never received any concrete updates or movement from our fulfillment side. Because of this, we didnt want to provide a specific ship date, as we wouldve hated to set expectations and then disappoint you if things shifted unexpectedly.

That said, weve gone ahead and processed a full refund for you, and we truly appreciate your patience and understanding throughout this experience.
Customer Answer
Date: 05/03/2025

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.

Sincerely,

***** *****
Initial Complaint
Date:04/23/2025
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.
I placed my very first order with SaltXO on April 23, 2025. I am a new customer and after checking out, I saw a product that I hadn't seen before that I wanted to add to my order. I emailed customer service less than three minutes later requesting to add another product to the order to avoid paying a second shipping fee ($8.99). I was fully prepared to pay for the additional item immediately.Instead of receiving helpful or solution-oriented support, I was met with dismissive responses and flat-out refusal. I was told that no changes can be made once an order is placed and that all sales are final, even though SaltXO operates through ******* (I am a ******* employee and I own a Shopify store). ******* does allow for order modifications. I even asked if the order could simply be canceled so I could reorder everything at once again, I was told ***** a first-time customer, this was an incredibly frustrating experience. The tone of the responses felt robotic and indifferent, showing no interest in retaining my business or offering a resolution that would have taken LESS THAN FIVE MINUTES to process. My emails were clear, respectful, and timely but SaltXOs unwillingness to accommodate a simple request has completely turned me off from ever purchasing again.
Business Response
Date: 05/03/2025
Thank you for taking the time to share your feedback. Were truly sorry to hear about your frustration, especially as a first-time customer.

While we understand your background with *******, we want to clarify that although the ******* platform may offer flexibility for order modifications, each store sets its own policies. At SALT.XO, we operate with a final sale policy, which is clearly outlined in our terms and conditions and applies across all orders. This includes no changes or cancellations once an order is placed, regardless of how quickly the follow-up request may come in.

Our team responded based on these guidelines and did so with the intent to provide clarity, not to be dismissive or robotic. We absolutely value every customerespecially new onesand regret that our policy did not meet your expectations in this instance.

We always strive to be transparent and fair with how we manage orders, and we appreciate you bringing this concern to our attention.
Customer Answer
Date: 05/03/2025

Complaint: 23243282

I am rejecting this response because at this time my order has still not been shipped and I want a cancellation.

Sincerely,

******* ********
Business Response
Date: 05/07/2025
Thank you for bringing your concerns to our attention.

We want to sincerely apologize for any frustration or inconvenience caused by the delay in your order. After reviewing your case, were happy to confirm that your package is already in transit. You can track your shipment using the following *** tracking number: 1Z8RW0540339209858.

We truly value your support and would love the opportunity to make this experience right. If you consider giving us another chance in the future, please feel free to use the code RMX76TEMNSPF for 30% off your next purchase.

Thank you again for your patience and understanding.

Sincerely,
SALT.XO *********************start="783" data-end="786">******************************
Initial Complaint
Date:03/14/2025
Type:Sales and Advertising 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.
I ordered 2 body washes, the confirmation email states 1-2 business days for processing and 5-7 business days for delivery. Its well pass theyre stated timeframe and I havent received the product or a tracking number. I reached out to the support email which says someone will get back to me in 2 business days, I havent heard anything yet. At this point I just want my money back.
Business Response
Date: 03/23/2025
We sincerely apologize for any frustration or inconvenience you experienced with your order. It was never our intention to mislead anyone or cause unexpected delays. We truly understand how important it is to receive your items in a timely manner, and we are always working to improve our processes to ensure a better experience for our customers.

After reviewing your order, we do see that it has since been delivered. However, we completely acknowledge that the wait may have been longer than expected, and we are truly sorry for any inconvenience this caused.

Please know that your feedback is incredibly valuable to us, and we are committed to doing better. If theres anything else we can assist you with, dont hesitate to reach out.
Initial Complaint
Date:12/21/2024
Type:Sales and Advertising 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.
I placed on on November 29th. On December 15th, I emailed asking when the order would be shipped ( no tracking information had been provided). On December 16th, I received a canned response stating their " usually processing time is 7-15 business days" even though that's not what their website said. On December 20th, i requested a refund because the order still had not shipped. They responded saying "a tracking number has been generated and the order should ship soon". At this point, i don't want the items because they wouldn't arrive on time. I requested them not to ship the items, but it looks like the items were shipped today and scheduled to arrive AFTER Christmas.
Business Response
Date: 12/23/2024
Hi ******. We sincerely apologize for the frustration caused by the delays with your order. We understand that the timing was crucial for you, and we regret that the order did not meet your expectations.

While we acknowledge the delays in communication and processing, we wanted to let you know that your item is currently in transit and is scheduled for delivery tomorrow, December 24th, between 11:45 A.M. and 3:45 P.M. The package is en route to **************, **, and you can track it using the following link: *** Tracking.

We understand that the timing of this delivery is no longer ideal for you, and were truly sorry for the inconvenience caused. If you would still like to proceed with a return or refund, please let us know, and we will work with you to resolve this as smoothly as possible.
Thank you again for your understanding, and we hope to have the opportunity to serve you better in the future.
Initial Complaint
Date:09/24/2024
Type:Product Issues
Status:
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.
Made a purchase on 09/07/24 for $114.45. Received an email notification on 09/13/24 stating that my package shipped. On 09/15 I noticed that the status showed packaged not picked up (label created). I noticed the package was still showing that same status on 09/18 so I reached out to Salt.xo requesting a status update. I received a generic response stating that someone would reach out to me in 2 days. I never heard anything else regarding my shipment. I then sent 2 more emails requesting a status update on 09/20 and 09/23. As of today, 09/24, I have yet to receive a response from Salt.xo and the tracking status still show "label created". I am seeking resolution for this matter.
Business Response
Date: 09/25/2024
We sincerely apologize for the delay and lack of communication regarding your recent order. Your experience falls short of the standard we strive to maintain, and we understand the frustration caused by the delay.

To ensure this is resolved promptly, we will escalate this matter to our fulfillment team and have your products shipped out as soon as possible. As a gesture of goodwill for the inconvenience, please use the code WHGHQ9FQV1NK at checkout to receive 30% off your next order.

Thank you for your patience, and we are committed to making this right for you. If you have any further questions, please don't hesitate to reach out.
Customer Answer
Date: 09/27/2024

Complaint: 22331626

I am rejecting this response because: As of today, these items have yet to ship. At this point I am requesting an ETS for these items or a full refund.

Sincerely,

********** *****
Customer Answer
Date: 09/29/2024
Hello,
I would like to retract my rejection. My product arrived yesterday. Thank you for your prompt assistance.
Regards,
**********

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Salt XO Handcrafted Skincare is NOT a BBB Accredited Business.