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:26/08/2022

  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.

  I had a subscription for a product. I knew it must come some time in August, so in the beginning of the month I started looking for confirmation in my email box. the last communication I could find was from more than a year ago and nothing about subscription. I thought it's ok, they will email me.
  Well, surprise! No email. Checked the junk. nothing.
  I only noticed they shipped me something from my bank statement.
  When I emailed them, they canceled subscription and suggested to refuse unwanted shipment for the refund. Great! Except no one provided ANY information when it is coming, where it is coming, what's the tracking number OR at least the company they are using to ship it.
  As some package came (amongst others that day), it was opened, as I assumed it was one of amazon merchants. The label said it was from ******* ***** in Utah! This is Canada based company...
  Well, I opened, closed it and taped it up only to find out at *** store they cannot return it to sender if it was opened. The customer service rep of Tru Earth was pretty short and basically suggested I will have to pay for the shipping back as they do not provide labels..? * ***** **** ******* ** ******* ** **** ***** ** ***** ******* ** **** ********. Would like a resolution of at least them reimbursing me for shipping it back. I am not even talking about wasted time trying to resolve all this mess due to lack of proper communication and notification.

  Business Response

  Date: 31/08/2022

  Hi there,

   

  Thank you for reaching out!

  We greatly appreciate your feedback on your experience with the product.  We're sorry to hear that the experience was anything but excellent. We do pass along any and all feedback to the appropriate channels to help better our business and ensure we have happy customers.

   

  We will be reaching out to you directly to come to a resolution!

   

  Have a great day!

• Initial Complaint

  Date:13/07/2022

  Type:Order 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.

  One year ago, I purchased a box of detergent strips from Tru Earth. I've generally been very happy with the product. I did not at any time sign up for a subscription service. Today I noticed a pending charge for $120+ on my credit card from Tru Earth. When I went to the website and retrieved my account information, I discovered that I had been enrolled without my knowledge in an annual subscription and auto-shipment. I attempted to cancel, but even though I got a success message when I asked to cancel, it still appeared as active on their website.
  
  At that time I contacted Tru Earth by phone and was connected with Joshua. He pulled up my account and told me that I had been successful in cancelling my subscription. I asked for the charge to be refunded. He told me that the order had already been shipped and therefore could not be refunded. I asked why I had not been notified, and that I had never signed up for a subscription. He stated that I should have received an email, but I did not. (See attached screenshot from my email.) I asked to be refunded since I had not asked to be charged and had received no notification; he told me that was against standard operating procedures since they had already shipped the item. I asked to speak with a manager, and he put me on hold.
  
  When he came back from the hold, he told me that a manager was not available but offered two options. In option 1, I accept a 50% refund now and another 50% once I return the package. In option 2, a manager calls me back. I requested both. However, I have moved to a new apartment since my last order, so I can only hope that the new occupant brings it to me. Apparently if I open the package I can no longer do return to sender, even though the package won't necessarily be clearly marked.
  
  The product is fine, *** *** ******** ********* *** ********* ****** All I want is a refund for product I never ordered.

  Business Response

  Date: 15/08/2022

  Hi there, 

   

  Thank you for reaching out!

   

  I am sorry to hear the experience was not a pleasant one!

   

  We will be reaching out to you directly to resolve this matter. 

   

  Have a great day!