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:08/02/2024

  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 two bottles of Oxygen Cleaner on December 22nd 2023. I have not received the products. I have called and left two messages asking for an update on this order. I have not received a call back. I would like the company to contact me and provide an update on the status of this order. If they are unable to fulfill the order I expect a refund in full. Thank you.

  Business Response

  Date: 12/02/2024

  Hi there, 

  Thank you for your note. 

  First of all, we greatly apologize for this, as you can see online, our company takes huge pride in professional and sophisticated service, however, as determined by the client & us, it was a delay in communication due to our email going to spam. 

  When ******* ordered the products, it was just before Christmas, and so this was shipped out & showed on our end delivery of Dec 28th 2023. 

  ******* contacted us & left a voicemail on our phone line, on Jan 31st 2024, advising she had not yet received her order. 

  For purposes just like this, we followed up via email on Jan 31st 2024 at 1:13pm with the following email:

  "Hi *******, 
  I hope you are well. 
  I am just following up as we just received your voicemail about the oxygen cleaner order. 
  In our system, it shows delivered to you on Dec 28th as it was delayed because of Christmas. 
  Obviously you have not received it so I’m going to arrange a refund or another shipment for you. 
  I’ll follow up shortly. 
  Our apologies for this "

  From there, we were dealing with this on our end as we needed to determine where it went, & how we could refund her as this was the first time this had ever occurred. 

  Then, on Friday Feb 9th, in the morning, we received an email from ******* to our email "******@*************.org" advising she still had not heard from us & will be taking this to the BBB with a customer compliant - we responded right away on Feb 9th minutes later, advising we had emailed her on Jan 31st & were working on our end to refund her & replace the order for the inconvenience, to which when ******* received that response, she found the email from us on Jan 31st, in her spam folder (hence the delay, not due to us ignoring her) 

  From there, I followed up again, with the following email on Feb 9th:

  "Hi *******, 
  Thanks for your patience on this. 
  As explained we always have prompt delivery and we reached out to you as soon as we got your voicemail to advise of the situation. 
  Due to us being unable to track the delivery, we are going to refund you in full, and resend you an order of the products for the inconvenience and frustration of the delay. 
  We strive for professional and sophisticated service in all aspects of our company and we are happy to make this right. 
  Please let us know if there is anything else we can do for you."

  Which ******* did not respond to - we processed a refund Friday Feb 9th midday & had a shipment to go out Tuesday Feb 13th 2024 to replace the lost delivery. 

  Following all of this on Friday Feb 9th afternoon, we received a formal complaint from the BBB, to which I was shocked as on our end, we thought we had dealt with it, that ******* was satisfied with the fact that it was not us ignoring her but just our communications in her junk mail. 

  We emailed ******* as soon as we got the complaint on Friday Feb 9th in the afternoon with the following email: 

  "Hi *******, 
  Apologies for another email, however, we have just now received a BBB complaint filed yesterday from you over this.
  As you acknowledged from this morning's email conversation that we immediately responded to, the email we sent you in January in response to your voicemail about not receiving the product, was found in your spam folder. 
  So as you can see, we promptly dealt with this unfortunate circumstance, followed up numerous times & provided a resolution to you twice of either a new product shipment, or refund, and just half hour ago sent an email apologizing for the inconvenience & offered to refund you in full and provide a full new shipment just for the inconvenience & frustration. 
  We have submitted our communications to BBB to get this resolved as we have never had a complaint from a client in any kind of bad faith or service, and this was dealt with on our end as promptly, honestly, and apologetically as possible. 
  We would appreciate your help in discussing your side with BBB about how we did in fact get in touch with you in January, but the email was in spam, and we were more than willing to correct the issue before this even happened so a third party issue with delivery, does not affect our stellar business & values. 
  Thank you very much. "

  As mentioned above, we processed a refund on Friday Feb 9th, which takes 3-5 business days to show on her account & replacement order is supposed to go out tomorrow Feb 13th 2024, however, despite our reach outs to *******, we have not heard back from her at all. 

  Again, we have never had an issue as such, and was just due to a incomplete/errored delivery, and then our communication to her went to her spam, resulting in her thinking we ripped her off or was ignoring her, which was obviously not the case. Please advise how to proceed because we have never had to deal with this before & sad this is going to be a mark against us for no fault of our own. 

  Thank you. 

   

   

  Customer Answer

  Date: 23/02/2024

  
  
  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. However, If I do not receive a full refund by the end of next week (Friday, March 1st 2024) I will file another complaint as, in my opinion, this is more than sufficient time to resolve the matter especially when I offered to pick the product up myself to speed things along. Please note that the company offered to act on this complaint 10 days ago and as yet we have not received a refund, or the product.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Customer Answer

  Date: 15/03/2024

  I ordered two 1-litre bottles of oxygen cleaner on December 22nd, 2023. I did not receive them. I called and left two voicemail messages asking them to please call me with an explanation. I did receive an email that went to spam saying they would re-send the product. After filing my first complaint #******** I did receive emails from them promising to refund my money and also promising to send the product. I accepted their offer in good faith and closed the complaint. However, I have yet to receive either a refund, or the product, and for this reason I am filing a second complaint. This company continues to make promises that they do not fulfill. They are continuing to waste my time, my energy, and my money. They told me they refunded my ********** (I waited). They then said that the number I provided was not valid - not true. They told me last week they would refund my money by an e-transfer - I have not received the e-transfer. Interestingly, I continue to receive emails from this company advertising their cleaning services. I have no idea what the problem is but I do know I am owed money from an order placed in December 2023 and I have yet to see that money.

  Business Response

  Date: 15/03/2024

  We appreciate & understand *******'s concerns. However, after our correspondence, where ******* agreed a monetary refund, or replacement of products, we wanted to show good faith & do both. When we suggested to her, we applied the refund to her credit card, and ******* advised she would be at the ******** **** **** (where we are vendors) and she would be happy to collect the products at the show. 

  Just after we processed the refund, and sent her the receipt for doing so, we received a note that the card number was not the same so the refund could not be applied, where we then suggested we etransfer the refund amount. This has been resolved & she has sent confirmation of receiving the etransfer.

  We are at the ******** & have been ** ***** ***** since Friday March 8th, until today Friday March 15th, and will be until Sunday March 17th. She has not collected her products that are here waiting for her as of yet.

  Customer Answer

  Date: 18/03/2024

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