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:06/09/2024

  Type:Product 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.

  Before I made my order on May 29, 2024, I was impressed with the inventory and the website of this company. I regret not doing more research about this company before making my purchase. It was delivered on June 3, and I opened it the same day to notice how there was a greasy substance on both of jars, mostly on the bottom and there were product stains on my invoice. The color of the stains are more apparent on the invoice but somewhat on my jars. I replied to the email from bulk naturals wholesale about my order to tell someone about my findings and my disappointment of this order's condition. I have yet to receive a reply plus now I question the freshness of my products. The seals of both jars were not strongly attached to the edges of the jars. Additionally, there is no expiration date or a best-by-date on either jar to give me an idea of the products' freshness. I am unsure if I have can have confidence in using the products of my order especially after reading customer reviews about this company and after this company's silence to my message.

  

  Business Response

  Date: 06/11/2024

  I apologize that we do not respond to every email.  We get hundreds a day and sometime important ones get lost.  All of our products, whether it plastic bags, spout pouches, plastics jars, or glass jar are filled to order, by hand.  They are not filled on a conveyor belt by a machine.  Sometime our packaging does get some residual product on the outside.  We tried to mitigate this as much as humanly possible.  That being said, sometime the jars don't seal as well, if there is some residual product on the edge of the jar.  There's not much we can do about that, as we cannot seal the jars, then attempt to open them to see if they've actually sealed.  That does not mean that they are spoiled, or not fresh stock.  Further more, our glass option does not even have a seal.  The plastic jars either come with a pressure sensitive seal, or a silver thermal seal.  They are only meant to be a tamper evident seal, not to hold in the contents of the jar.  That's the job of the lid.

  This is somewhat of an abuse of the BBB complaint system.  You wrote one email, and didn't get an immediate response and went right to the BBB.  That seems a bit unfair, ungracious and *****, to not write us again and try to resolve the issue.  If the product is wrong, damaged or spoiled we can provide a replacement, but not if the packaging has residual product on it.

  Customer Answer

  Date: 06/11/2024

  Complaint: 21824286
  
  I am rejecting this response because: the direspect from this an issue and the freshness of both jars are still in question. I waited over a week to hear back and thought no one would respond to me because of the number of days passed since I sent a message to bulk naturals wholesale plus the previous BBB complaints.  For the seals not being tightly adhered to the jars, how can this careless merchant make the claims aforementioned?  For the seal of one jar to come up with its top and for the corner of the second jar's seal to lift up gentle touching to test its seal quality means the freshness would be there as if I would have open both seals myself.  Furthermore, there is no compassion for me as a new customer.  To send my order with product residue on both jars and on its invoice and to later ignore my order related email were altogether negative experiences that I will never order again from this business.  How am I wrong to seek help when there was no reply to my message days after it was sent?  You can have your products back and I want my money back.
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/12/2024

  Hello, I apologize that our response wasn't up to your standard.  I will reiterate from original message.  We get hundreds of emails.  We do not get to all of them.  We miss some.  A week is not that long to wait for a response sometimes.  You'd realize that if you were sitting on my side dealing with global customers.  Also, your order was made the day it shipped out.  We do not have jars sitting on shelves.  This order was made and filled by a human, not a robot on an assembly line in ******  The butters department is our messiest department, and we do the best to clean our product and packaging before we ship it out.  The seals have nothing to do with freshness.  They are merely there because they come with the lid.  Our glass and bucket options do not even have a seal.  We send out nearly 1000 orders a week, and never have complaints like this.  

  Customer Answer

  Date: 06/15/2024

  Complaint: 21824286
  
  I am rejecting this response because: the order and the responses of this business are not of a high standard nor offers decent business acumen.  I have bought plant butters for years from various merchants and rarely have had a mishap with my order arriving messy or with corresponding with the merchants by email.  Why would any business offer a mess as an order to any customer?  The messy order have incited many thoughts and those surely increased moments before I filed this complaint.  Clearly, this business thinks it is fine with what was sent to me as I do not.  Therefore, I would like to move forward with getting my refund and this company can have their jars back and the stained invoice.  Lastly, I made this complaint to get this business' attention to my orde-related message and not to abuse this company as I was very hopeful in trying both plant butters with peace and high expectations. This is a done deal for me, and there is no further need for discussion except for initiating my order's refund. 

  Regards,

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

  Customer Answer

  Date: 08/20/2024

  I find your organization and representatives useless, time-wasters and liars.

• Initial Complaint

  Date:05/29/2024

  Type:Product 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 have been trying to reach out to the company about information on restock of products that I have been using inside of my formulations. I also wanted to know about a product that has been discontinued because I have used that inside of my product and have sold it to customers and I wasn't giving any type of reason why the product was discontinued. This can be misleading to my brand and also hurtful to my brand

  

  Business Response

  Date: 05/30/2024

  I apologize but we do not get to every email, but this is an absolute abuse of the purpose of the BBB complaint form.  We reserve the right to have out of stock products, and not provide a reason why.  It may be due to the fact of increased costs, decrease quality, supply chain issues etc.  Upon looking through email history, the customer emailed us months ago looking for formulation advice.  We are not a formulation company.  We sell wholesale products and do not have the liability to give formulating advise.  We provide suggested uses and ratios on our website for anyone to see.  I implore the BBB to remove this abusive, negative use of the complaint form. 

  

  Business Response

  Date: 05/30/2024

  I apologize but we do not get to every email, but this is an absolute abuse of the purpose of the BBB complaint form.  We reserve the right to have out of stock products, and not provide a reason why.  It may be due to the fact of increased costs, decrease quality, supply chain issues etc.  Upon looking through email history, the customer emailed us months ago looking for formulation advice.  We are not a formulation company.  We sell wholesale products and do not have the liability to give formulating advise.  We provide suggested uses and ratios on our website for anyone to see.  I implore the BBB to remove this abusive, negative use of the complaint form. 

• Initial Complaint

  Date:02/12/2024

  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.

  invoice # *****
  date:1/25/24
  73.47 ( shipping included )
  
  product label is stained.
  mfg date: 11/22
  expiration date: 11/24
  
  complained to company that this is not fresh per the quote below. no action - basically told me that the product was good since it was within the expiration date time. hmm....so does this mean this guy thinks he can send a product due to expire in a month just b/c it made it to the customer before that date? don't think so. Stay away from this company - too many better choices out there.
  
  this is a quote from the company on a prior complaint by the company.
  
  
  
  
  not true.
  
  ordered a product
  
  
  
  
  "Because of our packaging on demand method of filling orders we never get complaits about the freshness of our products. We go through inventory very quickly and nothing in our invetroy gets anywhere near its expiration date before being shipped to a customer and this can be confirmed through our CoA's posted to the website"

  

  Business Response

  Date: 02/26/2024

  Customer purchased product Jan 17.  We shipped Jan 25.  Customer received Jan 30.  Customer reached out to us Feb 10, complaining that a product was "almost out of date".  The product had a mfg date 11/22, exp date 11/24.  That's almost 9 months before the exp date (which is actually just a "retest date" in the cosmetic industry.)  The products don't necessarily expire, as they may loose efficacy or experience a color change.  Things like that.  I explained to the customer that we cannot have brand new product in stock at all times.  That is unrealistic and not economically possible.  The customer then asked if it was safe to use out of date products.  I said yes, in most cases, but their product was NOT out of date.  They refused to accept this as an answer and stated they will file a BBB complaint.  They wanted a full refund for a product that still had 9 months left until the retest date.  I refused.  If I gave every customer a refund because the date wasn't to their standard, we'd be out of business.  Once our products near a 6 month window, they're either retested or liquidated to make room for new product.

• Initial Complaint

  Date:01/19/2024

  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.

  Bought a product on December 18th. Somehow it got returned to the Bulk Naturals. I have been trying to contact this business since December to resolve the delivery issue but no response and no contact available on the website. I finally got a number on BBB but of course no answer and the mailbox is full. Since no one is responding to my messages to the contact email (******************************), I am filing this with the BBB with hopes this business will see this and resolve the issue. My order was *****. Thank you.

  

  Business Response

  Date: 01/24/2024

  I made contact with this customer today.  The situation has been rectified.  A replacement was sent out free of charge.  USPS tracking number ******************************

• Initial Complaint

  Date:01/03/2024

  Type:Product 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.

  On 12/26/23 I placed two orders with this company for two separate products. I waited for a week, and when I did not receive shipping confirmations for either of these orders I brought up the website to try to contact the manufacturer. On their website, there was a huge Banner at the top of the homepage that said the following. "URGENT NOTICE: DUE TO UNFORESEEN CIRCUMSTANCES OUR OPERATIONS ARE CURRENTLY SUSPENDED DO NOT MAKE ANY PURCHASES AS THESE CANNOT BE FULFILLED." I attempted to call the company and I received their voicemail and could not leave a message because their mailbox was full. I sent them several emails about this problem, and I did not receive a response. So I did more research, and tracked down the name of the owner of the company. I ******* his name in an attempt to find a contact phone number for him and discovered that 7 days prior to my inquiry he had been arrested for distribution and possession of child pornography. Now it makes sense why the company has suspended all business. However, I cannot get my money back from this company because I have no way of contacting them. I am not confident I will ever get a refund. I have no idea if they're out of business for good, or eventually someone will answer my numerous emails to them. I have demanded my money back for these two orders six times. I have not been contacted back. I am very disappointed with the way that they handled this and regardless of the behavior of the owner, I believe that they should refund my money because obviously I am not getting shipped either product. It is not my fault that the owner of this company is a pervert and a pedophile. Regardless of that, I believe I should and I'm entitled to a complete refund for both orders.

  

  Business Response

  Date: 01/24/2024

  These 2 orders were cancelled and refunded at the customers request on Jan 3.  We had a delay in processing, but were fulfilling orders as promised.  The rest of their comment is irrelevant to the legitimacy of the company.  Please remove this complaint.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair 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 made a purchase on December 22, 2023 totaling the amount of $30.72. I received confirmation for the order being told I would be notified when it shipped. I have since returned to the website to check on the status to see a message stating “due to unforeseen circumstances our operations are currently suspended do not make any purchases as they can not be fulfilled”. This message was not there when I made my purchase. I’ve attempted calling with no answer and a full voicemail box, so I’m unable to leave a message. They have already taken my money. I’m either looking to receive what I’ve ordered or for an immediate refund.

  

  Business Response

  Date: 01/24/2024

  This order was delayed in processing but was filled, shipped and delivered as promised.  USPS tracking number ****************************** shows this order delivered.  Please retract this comment.
  

• Initial Complaint

  Date:10/13/2023

  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.

  ************************* was contacted twice for resolution and could not produce any proof the organic castor oil we bought is organic. The pail arrived with zero labels, and no way to determine what the product even is inside. He claimed it was a mistake but again, could not produce any evidence of what was in the pail and cannot prove the oil he claims is organic ( much higher priced) is actually ************ are PCO certified organic and get audited annually. - this cannot be used in our products and this was false advertising.

  Customer Answer

  Date: 03/19/2024

  My Issue has been resolved. 

• Initial Complaint

  Date:09/28/2023

  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.

  I purchased several items on 9/19/23 and opted for the higher priced UPS shipping due to concerns surrounding the high temps here in Texas and the products were heat sensitive, so having it delivered UPS meant it would be delivered to my door, versus **** leaving it in my mailbox 1/2 mile down the road.
  They shipped it ****. When it was brought to their attention, they would only offer 10% off a future order, not refunding the difference between UPS and ****. They’re charging for a level of service they are not providing.

  

  Business Response

  Date: 10/31/2023

  Hello, I spoke with you via email and as I expressed our apologies for the mix up in the method of shipping you requested. The difference in costs between the shipping methods was 45 cents as shown in the provided picture. I felt like a better form of compensation would be a discount on your next purchase, which would most likely save you more than the difference of the 45 cents. I can proceed with refunding the 45 cents and hope you accept my sincere apology for this most urgent matter.

• Initial Complaint

  Date:05/03/2023

  Type:Product 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 #***** Date of order: April 24th, 2023
  BNW claims to sell organic products. The do not include the USDA organic seal on any of their products. They do not have a certificate confirming their status as a company that has been certified to sell organic products.
  Their labels do not include enough information. No lot #, no 'use by date', no country of origin, and no product ingredient(s).
  I ordered "Ho Wood Essential Oil - Organic". It should have a warm bright woody smell and instead it smells sour and nasty.
  I ordered "Helichrysum Italicum Essential Oil - Organic". This is an essential oil that should have an absolutely beautiful earthy and sweet smell. The smell of the oil I received is disgusting with no floral scent whatsoever.
  I ordered eight more items and all of them were off-smelling and had an awful smell.
  Last year I ordered the above mentioned from another legitimate business and had no problem with the quality of the items.
  I emailed the company on 5/1/23 and have had no response. I asked for a refund and a prepaid return package label.
  I would like a refund for my total order. Order #*****

  

  Business Response

  Date: 06/02/2023

  This Email was sent to the customer in response to her initial compalint she sent via Email shortly after she contacted us and we never recived a reply. 

  Hi *******,
  
  I just confirmed with my team that everything had a lot on the label that can be referenced on our website under the documents tab for dates of production and expiration. We package everything from bulk at the time you place your order from fresh stock as a final quality control measure. We work closely with trusted and reliable vendors that provide all of the organic certifications and we do not promote these as USDA Organic we only notate in the listing that the product comes from a certified organic source. We can provide you with the documents from our supplier if you would like to review them. We will in the near future be getting our certifications to use the USDA logo once we finish construction on our dedicated organic products packaging facility.  The source for most of these products is a company who has been in this business for over 80 years and we have a long standing relationship with them as one of our primary suppliers.  
  
  Thanks-  Bulk Naturals Wholesale 

  The scent of a product will indeed vary from year to year and between sources and geographic regions as well as from seasonal variations. There is no one way any particular essential oil will smell because of this. Thats why we offer samples of everything we sell so that you can see if you like it before ordering a larger amount. Because of our packaging on demand method of filling orders we never get complaits about the freshness of our products. We go through inventory very quickly and nothing in our invetroy gets anywhere near its expiration date before being shipped to a customer and this can be confirmed through our CoA's posted to the website, which almost no other company does. Saying everything smelled off is highly innacurate and I think the 25 thousand customers we ship orders to every year would agree since we have very few if any compalints whatsoever about the quality or freshness of our products.