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:05/28/2024

  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.

  On November16 2023 i signed up for for 3 ************ boxes ...the basic mindful souls box, the natural crystal ************ box and the gemstone jewelery box. In November I was charged $32.12 , I had a 50 % discount the first month. I waited for my box and when it did not come I used tracking to find out it had been returned. When I looked at my account online I found I'd put the wrong numbers in for my address. I tried to change the address but couldn't figure out how so put in a request for help there online. I never heard back from them and then I found they had charged me again full price this time on January 17 2024 $64.25. I tried calling 3 times and leaving messages, and I have tried email several times. Only twice I have recieved the standard "thank you, someone will contact you soon" email in return. Finally, I went to their ******** page asking in a post if anyone could tell me how to get a hold of them and explaining my story. That next day I got an email asking for clarification on my address and that they'd fix the problem...At that time I'd have been happy with getting the boxes I had paid for....but after writing my response..AGAIN NO ANSWER. I've written 3 emails since then. Please help me...I no longer even want to try their merchandise...I just want my money back. A total of *****. Please help me thank you. I don't have a account number..I looked at my account online but don't find a number for it anywhere. But the order numbers were...MS1376777 and MS1323937.

  Business Response

  Date: 05/31/2024

  Hi *****, 

  Thank you so much for bringing this matter to our attention. 

  First of all, we would like to sincerely apologize for the delay in taking care of your concern and for providing resolution to the case. We reviewed your emails carefully and was able to determine that it had been unfortunately closed due to an error when we made some changes in our system thus resulting to the delay in providing the necessary steps in taking care of the matter. 

  In the interim, we have confirmed that the packages shipped in November and ******* were returned back to us due to insufficient address, therefore, we have refunded both your orders and it should reflect on your bank statement within the next 5-10 business days or depending on your payment institution. 

  Please see attached for your reference on the said refund. We also responded to your email for additional confirmation on the said refund. 

  Once again, we sincerely apologize for the unfortunate experience and we appreciate your patience and understanding on this matter. 

  Sending you love and light! 

  Customer Answer

  Date: 05/31/2024

   
  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:05/28/2024

  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.

  Order MS1492347 Placed on 5/13/2024 The item has been stuck and never delivered - I have notified the company via email and website. Have tried to contact them via telephone numerous times. I get an automated message that someone will get back to me but have still not heard from anyone nor received my package. I would appreciate either a full refund or replacement sent using another carrier.

  Business Response

  Date: 05/31/2024

  Hi *******, 

  Thank you so much for bringing this matter to our attention. 

  We sincerely apologize for the inconvenience of the delay with shipping your package and for not being able to attend to your concern in a timely manner. 

  We carefully reviewed your order and was able to confirm that the package was successfully delivered to the address that we have on record on the 29th of May 2024. 

  You can track it here: *****************************************************************************************************************************

  We also have responded to your email provided with the same the information. We have attached a screenshot of the email and the tracking information here too for your reference. 

  In the interim, we will continue to communicate with you via email until the issue is fully resolved and the delivery is confirmed from your end. 

  One again, we sincerely apologize for the unfortunate experience and thank you su much for your patience and understanding on this matter. 

  Wishing you blessings and love! 

• Initial Complaint

  Date:05/23/2024

  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.

  My order, MS1469589, was placed on April 30th and received on May 13th. When I unpacked the order, I found that what I received was not as advertised, i.e. 7 crystals instead of 8. I immediately contacted the business via e-mail (on May 13th) and received an automated reply that I should hear back within 2 to 3 business days. As of May 17th I had still not heard back from the company and e-mailed again. Again no response. On May 22nd I tried calling and was not able to reach a person, only leave a message. At this point, I would like a replacement item shipped at no charge or have the full purchase price refunded.

  Business Response

  Date: 05/27/2024

  Hi *********, 

  Thank you for bringing this matter to our attention. At the same time, we sincerely apologize for the delay in our response and in taking care of your concern. We have received higher than usual support requests, but rest assured that we are doing our best to respond to all messages. We appreciate your patience and understanding.
  
  We reviewed your case carefully and can confirm that one of our Support Specialist have attended to your concern and processed a replacement for the whole box to make up  for the item that was missing. Please see attached for your reference. 

  Once again, we sincerely apologize for the unfortunate experience and we appreciate you reaching out about the matter. 

  Wishing you blessings and love! 

• Initial Complaint

  Date:05/16/2024

  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 ordered my box at the beginning of the month and it sais it was shipped but *** shows it has not actually been released/shipped, send with ***. I have tried ALL possible ways to reach out to MindfulSouls customer service (website message/email service their direct email does not actually work; calling both phone numbers listed on their website neither actually get through to a live person, ever... its set up to go to a voicemail. I have left voicemail, and they do not call back; I have tried contacting through Instagram AND ******** direct message. They DO NOT respond to the direct messages.; I have posted comments on their social media posts to let them know I am trying to contact them... they delete my comments... twice, two different "reps" have sent me an automatic direct message in response to one of my comments asking for more information (yet, I had already sent it all through direct message... they ignored my messages). I sent them my information, again... they have since continued to ignore my messages and not made any effort to resolve the issue. Come to find out that this has been happening to others for many months now! I expect this to be resolved asap, or I will have to contact my CC company and report the transaction and the business. I was really looking forward to this as a Mothers Day gift... instead, it's just been a complete frustration, and leaving me to completely loose the last bit of faith I had in this business.

  Customer Answer

  Date: 05/27/2024

  Good morning. So, just to update. 3 days after the BBB ticket was open, I finally received a response from Mindful Souls through ******** Messenger stating they would issue a replacement order. I will be attaching a screenshot of the chats. 

  I could not understand why they couldn't process it so that I could follow the order through my account, but that is how they chose to do it. They claimed I would get a tracking number... just over a week later, still no tracking number. Shipment, again, never went out. 

  I contacted them... they claim to have redone another order. This time they are showing this order in my orders in my account. I do not yet have a tracking number... I am still not confident that I will get one, and even if I do that I will ever receive my items. 

  Their customer service is nearly impossible to reach. Takes days/week to respond most times. Impossible by phone. 

  Business Response

  Date: 05/27/2024

  Hi *****, 

  Thank you for bringing this matter to our attention. We understand where you are coming from and your frustration with regard to the delivery and shipment of your most recent box. Customer satisfaction is our utmost priority and we are invested in resolving this matter for you at the soonest.  

  We reviewed your case and correspondence with us carefully and can confirm that our ****************** have provided the proper resolution accordingly. Please see the attached information for further information about the replacement that was processed and the conversation exchange. 

  In the interim, we have noticed a misunderstanding with the communication and it looks like there may have been 2 replacement orders that were placed thus you may receive two identical boxes as a replacement  for the first one that went missing. We are so sorry for this. Rest assured that we are already on top of the situation and that the boxes that were sent were free of charge, you may keep the duplicate box as a gift if both boxes arrives.  

  You may track the shipments using the following links for checking their progress: 

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

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

  In the interim, we will continue on communicating with you on the same platform until we are are able to fully resolve your concern. Once again, we sincerely apologize for the unfortunate experience and we appreciate your patience and understanding on this matter. 

  Wishing you blessings and love! 

   

  Customer Answer

  Date: 05/27/2024

  Yes, before ANOTHER new shipment was placed, as seen in the communications, I asked about tracking on the replacement order. No tracking was ever sent/given (until now). Simply a new box/order placed, today. Communication has been really difficult. 

  I will try to track the new order with the shipping information provided and follow up with BBB to advise if the order was completed. 

  Thank you for following up. 

  *****

  Customer Answer

  Date: 05/27/2024

  Also... can we please note that the "two" shipping confirmation links provided in the previous communication by the vendor are actually the SAME link... it is solely for the order created TODAY. I had messaged May 21st and then again May 24th regarding the order still not having been shipped because I never received the shipping confirmation that I was told I would received by email. 

  
  

  This leads me to believe there is NOT a second one shipped. Unless they can actually find another shipping number that is meant to come here. 

  
  

  Even the original shipping confirmation shows it never left... the shipping information was created, but it never left with **** "Order information received", and that is it.... *** never moved the order. (See attachment)

  
  

  So, I will keep  checking this tracking number and see where/if it goes and follow up in a few days. But if the vendor has any proof of any other actual shipments coming this way, they are welcome to provide that... because so far sending two identical tracking numbers is not proof that the issue was being rectified originally, when they said they were. Especially when the new tracking number aligns only with today's date, AFTER BBB reached out to the vendor again directly... 

   

  Anyways. I just look forward to this being rectified... but I also think honesty is important when dealing with clients who are putting a lot of trust into a company and sometimes, what feels like, a lot of their money too. 

  *****

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21720797
  
  I am rejecting this response because:

  In your shipping details page it states that you ship order withing 24- 48 hours. It has been over 48hours since the "second" replacement (again... please see previous communications, as there is no proof of any shipments of a FIRST replacement being shipped at all)... according to the *** shipping, it sais only that the information was sent, but no order was picked up, shipped, etc. Again, there is no movement. This is the SAME thing that was going on with the original order.

  I have sent, through ******** messenger (with no response back, again) details of previous shipments that, yes, took MAXIMUM 2 weeks to get to me (in Nov/Dec) due to holiday delays (see another attached file here)... but the shipments still showed that they went out, and movement happened. The shipments were regularly updated while moving. I also sent a screenshot of the claimed original replacement order that is NOT found (see attached)

  So, to say something is shipped, but there be ZERO confirmation of any movement is nonsense. I have had MANY MANY MANY items shipped to me, and from me to others... its not difficult to understand how these work.

  So, I will not allow this case to be closed what-so-ever, until my order is received and/or I receive full credit. For a business to take payment and not provide the product within the time they claim they will (4-10 business days of shipping), yet continue to give reasons for more delays and ask for patience over and over is a bit frustrating. 

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

  Business Response

  Date: 06/13/2024

  Hi *****, 

  Thank you for getting back to us about the ongoing case. 

  We reviewed the case and your concern carefully and we are truly sorry for all the delay and if the shipment for the replacement for the missing box took longer than expected. 

  In the interim, we have confirmed the delivery of the package and the delivery of the box as per your last conversation with us. We truly appreciate the follow up and for keeping us posted with an update. We have attached the screenshots of the message correspondence for reference. 

  Once again, we are truly sorry for the unfortunate experiences that you had to go through and we sincerely appreciate your patience and understanding. 

  Wishing you blessings and love! 

   

• Initial Complaint

  Date:04/22/2024

  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 never received my full order. The order was placed on March 31st. I received three items to date. Today is 4/22/24. I emailed them and the email address is no longer valid. I cannot get a response.The order number is #MS1443226.I would like a refund for the items not sent.

  Business Response

  Date: 05/02/2024

  Hi ******, 

  Thank you so much for bringing this matter to our attention. 

  Also we would like to sincerely apologize for so much delay in our response and in taking care of this matter for you. We have received higher than usual support requests while being short-staffed, but rest assured that we are doing our best to respond to all messages. We appreciate your patience and understanding.

  In the interim, we carefully reviewed your correspondence with us and can confirm that one of our Support Specialist ****** already took care of your concern and have successfully processed areplacment for the missing items. However, we see that is is currently awaiting your response regarding an item that is currently out of stock. Please see attached for your reference. 

  Rest assured that we are with you on this and we are invested in resolving this matter for you at the soonest. We will continue to communicate with you via email to ensure that this is sorted out. We truly appreciate your patience and understanding. 

  Wishing you love and light! 

  Customer Answer

  Date: 05/02/2024

  I will wait to see if I indeed get the shipment..

  I will contact you within two weeks.  I will give them two weeks to ship.

  Kind regards...

  Customer Answer

  Date: 05/09/2024

  I was waiting to ensure that the refund hit my bank account.  It just did.  Thank you.

• Initial Complaint

  Date:04/17/2024

  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 initially ordered the first box, received it and it was OK. I ordered one more box, plus an accidental additional box. I've contacted the company on every Avenue possible and they are non existent. I only asked to not receive the additional accidental order, now 2 boxes have arrived and I've been charged. The box was incredibly damaged as well. The accidental box contains the same exact items as the first box I ordered. The contents of the box are absolutely sub par for this amount of money. At this point, I would like to get the money back for the accidental order, since there is no customer service. At the Very least I need to cancel any future transactions and subscription box as of now! There is no way to do it on the website, no one answers calls, no one responds to direct messages on Instagram or emails.

  Business Response

  Date: 04/18/2024

  Hi *****, 

  Thank you so much for bringing this matter to our attention. 

  Also, please accept our sincerest apologies for the delayed response. We have received higher than usual support requests, but rest assured that we are doing our best to respond to all messages. We appreciate your patience and understanding.

  In the interim, we carefully reviewed your correspondence with us and can confirm that your subscription was successfully canceled on the 16th of this month. It also appears that our responses may not be reaching you. We are so sorry for this. We have successfully refunded  the accidental purchase as a result and the refund ampount should reflect on your bank statement within the next 5-10 business days. 

  Please see attached for your reference concerning the emails and communications from us. We've also sent you another email confirming the refund. 

  Please feel free to reach out through ********************************** for any further questions or concerns and we'll gladly help! 

  Wishing you blessings and love! 

• Initial Complaint

  Date:03/16/2024

  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 a moonstone palm stone on 3/7/24. On 3/11/24 an item was delivered to me but it was the wrong order. They shipped me raw natural white moonstone at the price of $19.97. The item I was supposed to get was charged at $31.97. Ive emailed 3 times & only get the automated email back. I called and no answer several times, left a voicemail, no call back. *** asked for return labels and no response. All I want is to send the item back and get my money back. My order # is MS1436774

  Business Response

  Date: 03/18/2024

  Hi ******, 

  Thank you for bringing this matter to our attention and we sincerely apologize for the tardy response. 

  We carefully reviewed your concern and we are so sorry if it took us a long time to take care of your query and requests. We recently upgraded to a new system, which led to the unforeseen closure of our support tickets that resulted to some of the requests being missed. We sincerely apologize for the unfortunate experience. 

  In the interim, we sincerely apologize for the incorrect product that you received. Please know that this is an exceptional circumstance and is certainly not the experience we want for our customers. We are committed to providing the highest quality products and services, therefore, we have successfully refunded the order and the amount should reflect on your bank statement within the next 5-10 business days. We have also issued a return label as requested. 

  Attached is the copy of the email we sent as a confirmation for your reference. We appreciate your patience and understanding. 

  Love and light! 

  Customer Answer

  Date: 03/18/2024

   
  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,
  
  *************************

  Customer Answer

  Date: 03/18/2024

   
  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,
  
  *************************

  Customer Answer

  Date: 03/18/2024

   
  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:03/15/2024

  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 canceled deliveries but the deliveries did not stop (have continued to charge my card and delivered product for many months). I recently tried to log into my account to try to cancel again, and the website said I do not have an account. I only have one email address and it is the one I receive confirmation and billing emails at from this business, so it's definitely the email they have on file for me. They need to stop billing me immediately and cancel my account.

  Business Response

  Date: 03/18/2024

  Hi ****, 

  Thank you for bringing this matter to our attention and we sincerely apologize for the tardy response. We have received higher than usual support requests, but rest assured that we are doing our best to respond to all messages. We appreciate your patience and understanding.

  In the interim, we have carefully reviewed your requests and can confirm that the cancelation of your subscription was successfully taken care of and you should no longer incur further charges. 

  We have attached the copy of the email response and the screenshot of the canceled subscription for your reference. Once again, we are so sorry for the inconveniene and we appreciate you for giving us the chance to make things right. 

  Sending you love and light! 

• Initial Complaint

  Date:02/20/2024

  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.

  I purchased a gift for Christmas from this website on December 19, 2023. To this date, I have not received my order. Their website listed my order as in transit and every day the delivery date would change. On January 13, ******************************************* transit - on January 18, 2024 I requested a full refund - I also called on both of these occasions and never spoke with anyone. I have called again today and left a message - I want a refund - the gift is useless now.

  Business Response

  Date: 02/26/2024

  Hi Varsi, 

  Thank you so much for bringing this matter to our attention. 

  We sincerely apologise for the tardy response and for so much delay in attending to your concern. We have received higher than usual support requests while being short-staffed, but rest assured that we are doing our best to respond to all messages.

  In the interim, we carefully reviewed your correspondence with us and can confirm that one of our ******************* *********, already attended to your concern and have successfully refunded the order on the 23rd of February, Friday. I have attached the copy of the email confirmation and response from ********* for reference. Please allow 5-10 business days for the refund to reflect on your back statement. We appreciate your patience and understanding! 

  Wishing you love and light! 

  Customer Answer

  Date: 02/29/2024

   
  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:02/19/2024

  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.

  Never received order. Credit card charged. ******** says returned to sender. Numerous emails and phone calls and nothing resolved.

  Business Response

  Date: 02/23/2024

  Hi ******, 

  Thank you for bringi ng thia matter to our attention and we sincerely apologize for the tardy response. 

  We have reviewed your case carefully and can confirm that one of our ****************** already attended in resolvng the case. A replacement for the misssing package has been processed and requested to be sent to your new address and should reach you in the next 4-6 business days. 

  I have attached the email reference to this message. 

  Please feel free to let us know if you have further questions or concerns and we'll gladly help! 

  Love and light!