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Business Profile

Perfume

Denatured Lab

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Perfume.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    We (3 people) attended a workshop on September 21st. 2023, run by Tom ******(owner) at Denatured Lab ******* ** *** ***** *** ******** *** ************ to create custom perfume. We left with our 10ml bottle of perfume we created that evening. We were also to receive a 50ml bottle of perfume in 1-2 weeks after the workshop. My bottle "was ready" November 3, 2023 but not picked up because i was to pick up the other two bottles (for the people I went with) along with mine which weren't ready (last response November 5, 2023 by txt message) which still haven't been received as of December 12, 2023. The only answer that has been received, after numerus emails and txt messages from the owner Tom ****** is that, the perfume isn't ready, and he is waiting for bottles. We have asked for refunds for the two bottles of perfume and pick up of the third if they cannot be provided, without any response.

    Business Response

    Date: 12/12/2023

    Hi Tamara, 

     

    I have responded to the text message that was sent directly to me earlier today regarding this issue. I have experienced a severe delay in my materials to complete this order. I have asked the customer what I can do to make it right, and offered to make the product and offered complimentary shipping to eliminate the need for her to come pickup the perfumes. 

    Customer Answer

    Date: 19/12/2023

     
    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,

    Tamara ******

  • Initial Complaint

    Date:10/03/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 November 14th 2022, I attended a Holiday Perfume Creation Session at Denatured Labs with 3 friends. **** ** *** **** ** *** ****** **************************************************************************************************** ** *** *** *** ** *** *********** ** *** ****** each participant is to receive a 10 ml travel spray and a 50 ml full-size bottle of their custom fragrance. We all left the creation session with the travel spray. The full-size bottle was supposed to be send by courier to the participants home. My 3 friends received their 50 ml bottle. I am still waiting for mine. I've done numerous attempts to contact Tom, the owner of Denatured Labs and aside from our first interaction, I have been unsuccessful both through Instagram and though email to get some information on the whereabouts of the product I purchased. They do not provide any other way to contact them. ****** *** ***** *** ********* ******** ********. In our first interaction (via Instagram), Tom does confirm that they will send the product on December 4th 2022. **** **** ******** the etransfer confirmation from my bank **** shows a transfer to Shauna *****. ****** * *** *** **** ** ****** *** ******** ******* ** **** ********. She is the friend who was in contact with Denatured. She collected money from 3 of us and etransfered it to Denatured. * **** ** *** *********** ** **** *********  I would like either the 50 ml full-size bottle of perfume that I created or a refund of $*******

Denatured Lab is NOT a BBB Accredited Business.

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