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:03/20/2023

  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.

  Purchase was placed on March 6. I called to inquire and they said there has been a delay. No tracking available yet then they sent me an email asking if I received the product. I told them if I didn't receive an update today I would file a complaint. No update. I would like my money back or the order. Neither was provided.

  Business Response

  Date: 03/27/2023

  Hello, 

  Thank you for the feedback. We are terribly sorry for the delay and overall troubles with your order. A couple of weeks ago, there was a national supplier outage never before seen in extent nor duration. Regrettably, your order was one of a few thousand that got "stuck" in their systems and delayed. That said, we were restored services last week and I can confirm that all 10 cannisters of Sani Antibac Wipes shipped on *** tracking #s ****************** & ****************** which each show dleivered on 3/23. On behalf of everyone at CleanItSupply, we sincerely apologize for the inconvenience and are dedicated to making sure all systems are up and running moving forward. Thank you for choosing cleanitsupply.com. 

  ************ 

  CleanItSUpply

  Customer Answer

  Date: 04/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I understand about shortages and yes, we finally received our package but you sent me multiple emails asking how happy I was with the delivery yet there hadn't been a delivery yet.  This led to further confusion as I didn't know who to believe.  Your emails suggested I received the product yet when I called you told me about the delay. It screamed..SCAM company!  

  So if you truly had a shortage, you need to be clear on your communications and not give mixed messages. 

  Regards,
  
  *********************

  Business Response

  Date: 04/28/2023

  Good evening, 

  Thank you for the feedback, we sincerely apologize again for the troubles you experienced with your order. The supply issues that we experienced in March are now resolved with all orders shipping as expected. I've forwarded your feedback regarding that supply issue to our executive team for review. In the mteantime, please feel free to use ********* for free shipping on your next order of qualifying items. There is no minimum or expiration date. Thank you for choosing cleanitsupply.com!

  ************ 

  CleanItSupply

• Initial Complaint

  Date:02/07/2023

  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.

  An order was made January 23, no shipping date given, confirmation *******, sent message, when asked, no response. You sent way to much advertising, not the product ,stop the advertising

  Business Response

  Date: 02/14/2023

  Hi *****, 

  Thank you for feedback. Without it, we simply cannot grow. Looking over your order, I sinecerly apologize for the delay regarding the shipping. While it is no excuse, there was a technical error at our facilit level in which your order (along with a handful of others) was lost. That said, I do see that ****** was able reenter the order through that facility and ship it via ***** tracking# ************ which shows delviered today, 2/14. If you have any issues with that delivery, please let us know and we will do whatever we can fix it. In the meantime, please accept ********** for $10 off your next purchase over $50 as a small token of our apology. Have a graet day and thank you for choosing cleanitsupply.com!

  ************ 

  Cusotmer Service Manager

  CleanItSupply.com

• Initial Complaint

  Date:11/23/2022

  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 an order on 11-22-22 via the ****.com platform. I had not used the account in years so I updated the primary and billing address. I then went ahead and placed an order. Within seconds of doing this the order info popped up showing an old shipping address. I called **** and a customer service rep walked me thru leaving a message to the seller asking to update the delivery address as instructed by the **** rep. The **** seller (clean-it-supply) sent me a response saying no they would not update the address so I replied right away with cancel the order. I waited and over the next 24 hours I reached out to **** and the **** seller multiple times and no response from the seller. The seller then ignored my messages placed the order and then sent an email after saying the order was shipped. I then tried reaching out to the shipper to correct the address but the shipper said the change would need to come thru the seller so I have been unable to resolve this issue. I either want the order cancelled or shipped to the correct address.

  Business Response

  Date: 12/13/2022

  Hello, 

  Thank you for reaching out and we're terribly sorry for the troubles with the order! Looking at the records available on ***** it appears that we've refunded the order in full. That said, we're going to review our processes and inquire with the involved parties to ensure our procedures are up-to-date and as least impacting to our customers as possible. Once again, I do apologize for the inconvenience. If there is anything else we can do to rectify the matter, please do not hesitate to let us know. 

  CleanItSupply

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service 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 order last night Nov 14. I accidentially put in the wrong address. In minutes, i emailed customer service center to fix the shipping address. Next early morning 8AM, i called customer service to check if they change shipping address or order can be cancelled.
  Kim S******* from customer service center refused to cancel my order or change my shipping address. It's ridiculous that their customer service won't cooperate with client even the order was only placed in less than 8 hours. They just only replied that the order was shipped however, didn't provide me with any tracking # at the time i called in to request cancellation.

  Business Response

  Date: 11/21/2022

  Hello, 

  Thank you for reaching out. After reviewing the situation, I see that your order was placed at around 12:30AM on Friday, 11/15 using ****** as a purchasing method. Our orders process within 15 minutes after the order is placed and unfortunately, cancellation requests done by email or chat cannot be accepted. By the time our office opened the following business day, the order had already processed through the facility and was not able to be cancelled or altered. Additionally, by contract with ******, we are required to ship to the approved address on the ****** transaction. Reviewing that transaction, I see that we did indeed ship to that approved address. As such, we recommend reaching out ****** to inquire as to why that address is on the transaction. I went ahead and attached a screenshot of that approved transaction. 

  I do sincerely apologize for the troubles with your order and as such are prepared to assist with the next if you choose to purchase with us again. If so, please do not hesitate to reach out. Have a great day. 

  Zach S. 

  Customer Service Manager

  CleanItSupply.com

  Customer Answer

  Date: 12/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  This is not a way a big company will do business, and very irresponsible. I've never had this experience before with any business in the USA. Even ****** will let client cancel order in a given time (a day or so). And in my case, it's less than 6-8hrs after order was placed at late the night before. Do you expect some client call you at 3AM in the morning to cancel an order? Do you think it makes sense? Your customer service will pick up phone at 3AM? Your response to me is hilarious and don't solve anything.
  
  
  Regards,
  
  
  
  **** ******
  

  Business Response

  Date: 01/06/2023

  Good morning ****, 

  I sincerely apologize again for the troubles with your recent order. If you're willing to give us another chance, please feel free to call our Customer Care Team and ask for the Manager while mentioning the bbb.org complaint. We will do everything we can to discount your next order as much as possible. 

  Sincerely, 

  CleanItSupply.com

  Customer Answer

  Date: 01/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: We have to solve the first problem before we can go further if any more order can be placed in future. I want a refund back before i decide to place a new order since i don't receive the previous order.
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:09/07/2022

  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 ordered the ********/******* Scissor Caddy (Empty) x6 on August 30th, intending to have it ready for my classroom on the first day of school (September 7th). Order number is *******. I received a confirmation email that the product was shipped by ****** but the shipping link continues to say "error" and "order cannot be found" when I try to track it. I tried emailing [email protected] to no avail. Is there someone that can help me? Or do I need to ask for a refund and re-order elsewhere?I would really like to just receive this item ASAP!

  Business Response

  Date: 09/09/2022

  Good evening, 

  Thank you for the feedback and I am terribly sorry for the delay with your order. I do see that we were able to ship the order via ***** tracking# ************ which is showing delivered today, 9/9. I attached a screenshot of that delivery for your records. That said, we would like to further and refund the shipping charges to make up for the delay. I attached the receipt that refund as well. 

  I hope this helps and I apolgoize again for the troubles. If you would like to discuss this further, or if you have any other questions or concerns, please feel free to reach out to me directly at ***********************. Have a great day!

  Zach S********

  Customer Service Director

  CleanItSupply.com

• Initial Complaint

  Date:08/30/2022

  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.

  Order was placed 8/18 for 6 cs. hand soap for Medical Facility. Order arrived 8/19 and all product was expired and unusable. Contacted vendor in regard to expired product along with photo evidence. Was advised it would take up to 72 hours for warehouse to respond. Received confirmation 8/24 that warehouse was re-shipping replacement product. Replacement product arrived 8/30 with the same expired date as the 1st shipment. The warehouse did not confirm expiration dates prior to shipping. Contacted vendor for refund as they were not able to provide product with shelf life remaining on it. Was advised that the warehouse would need to review and would take 7-10 business days for a response. Ask for the call to be escalated and a name of the supervisor to assist as we cannot use expired product in the facility. Customer Rep did not provide a name, cut me off in the middle of a sentence and dropped me into a voice mail box. Requested a callback today, waiting for response.

  Business Response

  Date: 09/07/2022

  Good evening,

  Thank you for your feedback. On behalf of everyone here at CleanItSupply, I am terribly sorry for your recent experience with us. Expired product should have never left our facility. Period. The fact that it happened twice even after we specifically requested a bin check and physical lookover prior to shipment is plainly unacceptable. After speaking with the facility manager and explaining the situation, we were able to escalate the process and I refunded your order in full today, 9/7. I attached the receipt of that refund in addition to the receipt of the previously refunded shipping charges to this complaint. I am also continuing to work with that facility as well as our general supplier to determine 1) how this happened 2) where the breakdown in communication was regarding the bin check and 3) an investigation into the global stock supply for that product.

  I do hope you understand that this is not the norm for CleanItSupply.com and we will do whatever it takes to make it right. If you would like to discuss the matter further, or if you have any questions or concerns, please do not hesitate to contact me directly at ************, or by email at ****@cleanitsupply.com.

  Zach S*******
  Customer Service Director
  CleanItSupply.com

  Customer Answer

  Date: 09/22/2022

  Thank you for the refund. Outside of expired product shipped twice, the concern was with the long delays between reporting the issue and response back. I appreciate you looking into this and have no further concerns.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:08/22/2022

  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.

  They sent used products to me as new items. Talked to a very rude employee at **************. She stated she would refund me but has not been done as of yet. She said her name was ****** and the owner of the company. Sent no email to show this or anything. This order was shipped very poorly. No protection for the items which were 5 in the box. 4 of the items were not in any packing material whatsoever. As seen in the first pic the bottle is crushed in the bag. There was not wrapping around the item. Pic 2 shows the items as used and torn open out of the box with not tags, label, or bag of any kind. Pic 3 shows the little bit of the bubble wrap and the item came to me. The order number is ******* and addressed as ********* ***** Cleaning Service. We spent $56.49 and need a full refund still. We will never ever use this company again!!

  Business Response

  Date: 09/07/2022

  Good evening, 

  
  Thank you for your feedback and on behalf of everyone here at CleanItSupply, I am terribly sorry for your recent experience with us. The owner of CleanItSUpply is Dan D***** with our CEO being Rich H*****. ****** is part of our senior Customer Service Team. I will work with her internally to address the situation and apologize again for the frustrations. In the meantime, I do see that we were able to refund your order in full on 8/22/2022 and attached the refund receipt to this complaint for your records. If you do wish to discuss the situation further, please do not hesitate to contact me directly at ************.
  
  Sincerely,
  Zach S*****
  Customer Service Manager
  *************

  Customer Answer

  Date: 09/21/2022

  
  I am rejecting this response because: This company doesn't care about anything and the receipt for return is made in word and doesn't proof anything. She stated that she was the owner and refused to let me speak to anyone else. Still haven't received a refund as of yet. Please either credit the card or send a check to our company. I would never ever, use this company again after all the lies and disrespect I received.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 10/21/2022

  Good morning, 

  Thank you for bringing this to our attention and I am terribly sorry for your experience with us and for the damage to you order. I very much would like to investigate the issue; however, I'm not able to locate your order with the information given. Can you please email me directly at [email protected]? I'm certain I can make it right!

  Zach S. 
  Customer Service Director

  CleanItSupply.com