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:07/07/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 place an order on June 16, 2025, and never received the order. I emailed the seller stating that fact and no response. I am still waiting for the items. I am starting to believe Bask and ******* is not a real company. I truly want the item but now I am not sure that is a wise idea. If possible, I would like my money back.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 with the company on June 20th. I received an email confirmation saying that my order would ship in 3-5 business days. I reached out to the company on several occasions about my order. First the company claimed that it hadnt been the initial shipping time frame. I have been asking for a refund and the company is telling me that they do not offer refunds because my order is already processing.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 tried to contact the company several times about my items that they still have not shipped within the five days that was promised on their website. I paid for a service that I never received and I want my refund and them to be made to take off their promises off their website with them knowingly not honoring them.

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Placed and order on June 20, 2025. Funds collected on that date. No product has been received to date. Inquiries result in being told the order is being processed, but has not been shipped. When I asked them to cancel the order and refund because they have my money and have not sent the product, they refuse and sight the policy for shipped and delivered items. I want a full refund of costs and taxes.

• Initial Complaint

  Date:06/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 hair care products from Bask & Lather on June 15, 2025 about 10:30 p m. and paid $90.02 for 3 to 5 business days shipping. On June 16th after reading the reviews I requested a refund via email about 7:30 a.m. As of the date of this filing June 25, 2025 I have not received a tracking number nor the products I ordered and it is well outside of the 3-5 business days. I could understand and accept the delay for and international order, but this is a USA based company. Then even before shipping of the product, I get an email stating that the product will be arriving late and per their email saying I can request a refund. There is no showing on any cancellation policy and I have attached all of my correspondence via email. Their own agent states that they do not offer cancelation and it is not stated on any of their storefronts, once the item ships to which mine order has not. The complaints against the company this far are numerous. I just want my money back. As I stated I paid for 3 to 5 business days shipping and still no tracking information. I could understand a delay if this was an international order but this is not the case here. I just want my money refunded. I am also filling a claim with the Attorney General as well to get a resolution of this issue.

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Bask & Lather LLC regarding complaint ID ********.
  
  Sincerely,
  
  ****** ********
  

• Initial Complaint

  Date:06/24/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Purchased $56.38 worth of products on 5/26/25. Within 10 mins of the purchase, I tried to cancel the order and was told by the company that I couldn't cancel it. A day later, I received an email with tracking information stating that the order was shipped and should be received in 3-5 days. The tracking shows a shipment, along with a message that the order has been delayed in transit. I reached out to the company on 6/16/25, because the shipment information hasn't changed and I purchased insurance on the items when the order was placed.I received an email back from them indicating that since the order still shows as 'in transit and delayed' I would need to wait a little longer.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 received a product that contains lavender that I'm allergic to. The website doesn't promote the product clearly to indicate this ingredient. They will not accept a return or offer a refund.

  Customer Answer

  Date: 06/21/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Bask & Lather LLC regarding complaint ID ********.
  
  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 ordered $112 worth of products on May 11th. The website claims products will ship in five days. I emailed customer service. No shipping date was provided. It was vague answer about fulfilling sale items first. I emailed Bask and Lather today. No answer. I want a refund. I received an automated email yesterday. Asking how I'm enjoying my products.

  Business Response

  Date: 05/20/2025

  Dear ******,

  
  Thank you for bringing your concern to our attention. We truly value your support and understand how important timely delivery is.
  Due to an unexpectedly high volume of orderssignificantly more than projectedour order processing times temporarily increased. This delay was communicated on our website during the ordering process to keep our customers informed.

  
  That said, we understand your frustration and, in an effort to resolve the matter quickly, we went ahead and canceled and fully refunded your order.

  
  We sincerely apologize for the inconvenience and appreciate your patience and understanding as we work to improve and scale our operations to meet increased demand.

  
  Warm regards,
  Bask & Lather Co. Customer Care Team

  Customer Answer

  Date: 05/20/2025

  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 and the matter has been resolved.
  

   

  I received my refund 

   Thank you for your help!

  On May 20, 2025 8:28 AM, Better Business Bureau <*******************************************************************************> wrote:

  
  

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

  
  

• Initial Complaint

  Date:05/09/2025

  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.

  I ordered 3 items on 4/26. Somehow the zip code was auto changed to ***** instead of *****. So, my package was sent back. I asked if they would return it and they requested that I pay for shipping again although it was not my fault. So I agreed. They sent an invoice that wouldn't allow me to pay it because one of the items were sold out. So I emailed and just asked for a refund and they refused. I asked for 2 days to send another invoice for shipping and have received no response. The email trail is attached.

  Business Response

  Date: 05/09/2025

  We appreciate the opportunity to address this customers concerns.
  Upon review of the email thread and order history, the package was returned due to an incorrect zip code (***** instead of *****). While we understand this was not intentional, our policyclearly stated at checkoutrequires customers to cover the cost of re-shipping when an order is returned due to address errors. Despite this, we did attempt to send a reshipment invoice; however, one of the items became unavailable due to being on backorder, which caused a payment issue on the invoice.
  As our policy states, we do not issue refunds for any orders that have already been shipped. That said, we are committed to customer satisfaction and have offered the customer store credit to use at her convenience. Additionally, if she prefers, we are happy to resend the order once the out-of-stock item is available. Please note that processing takes 57 business days, followed by 35 business days for shipping.
  We truly value our customers and strive to resolve issues in a fair and policy-aligned manner. We hope to resolve this to the customer's satisfaction and look forward to her response.

  Customer Answer

  Date: 05/15/2025

  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 and the matter has been resolved.  My package is to be delivered May 16.
  
  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 have tried to contact this business since 5-1-2025. I place an order, with expedited shipping. The order was due in 3-5 days. The order originated from Carol Stream, **, which is 43 miles from my home. As if 5/7, the order is sitting somewhere in ********. I have tried more than 5 times to contact the company, to no avail.

  Business Response

  Date: 05/20/2025

  Dear *******,

  
  Thank you for your feedback. We take all customer concerns seriously and appreciate the opportunity to clarify the situation.
  You previously contacted us regarding a lost shipment, and we promptly assisted by filing a claim with the carrier and taking all necessary steps on our end to help locate the package. Thankfully, the package was ultimately retrieved and delivered to you.

  
  Despite our efforts, we understand you remained unsatisfied and requested to return the products. As stated in our store policyclearly outlined at checkout and on our websitewe do not accept returns or offer refunds for shipped and processed orders due to the nature of our personal care products.

  
  However, in an effort to resolve the matter respectfully and go above and beyond our stated policy, we issued a full refund for your order. Please note that we have not received the returned products to date.

  
  We value every customer and always strive to provide fair and transparent service. We hope this clarifies the actions weve taken to address your concerns.

  
  Sincerely,
  Bask & Lather Co. Customer Care Team

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I am closing this matter, as I opened a dispute with Discover, who reversed the charges. You did not do anything and I resent your implying that you did. Discover told me what they did. As you stated in your email to me, you were not going to refund my money, even though I did not have the items. You were offering me an in-store credit!

  If you want to dispute my statement, I will be more than happy to upload the receipts (emails). ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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