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,
  
  
  
  **** ******