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:16/05/2023

  Type:Sales and Advertising 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.

  ********* ***********.
  
  Aspen Clean sent out a BOGO Mother's Day special promotion with any three zero-waste products purchased. The ad read as if buying 3 products, would receive 3 more products in a gift box and a microfiber cloth. In actuality, what arrived was the 3 items I purchased and the microfiber cloth without the gifted 3 other items as suggested by the ad. This is not buy one get one, this is buy 3 get one. When contacted, it was said the BOGO was for the gift box (just the box) and the microfiber cloth. Even when initially contacted via email, the response was confusing and made it seem like it was "exactly as shown." Afterward, I went back and re-read the wording, and it seemed as if it *** ********* *** could be read either way as either just a box or a box exactly as shown with the products. I am truly disappointed. On subsequent ads sent out via *********, it seems the wording has been modified to be more clear. I trust that was a result that I wasn't the only customer who thought the ad was **********.

  

  Business Response

  Date: 18/07/2023

  Dear *******,

  I hope this message finds you well. I am writing in response to the BBB complaint filed by Ms. *** ***, regarding our recent promotion and giveaway. I appreciate the opportunity to address the concerns raised by the customer and provide clarity on the matter.

  We acknowledge the importance of addressing customer complaints and strive to ensure the satisfaction of our valued customers. Upon careful review of the complaint, we have gained a clear understanding of the issue at hand and would like to offer our response.

  Regarding the promotional activities in question, we ran a newsletter promotion offering a special packaging to customers who purchased any three of our zero-waste products, as well as a free microfiber cloth (****** *** *** *********** *** *** *********). Simultaneously, we also conducted an ********* giveaway for three products in the same special packaging. These were separate initiatives with distinct terms and conditions.

  While we understand that the customer experienced confusion regarding the promotions, we would like to highlight that there were no other complaints or misunderstandings reported from any other customers during the course of these promotions. We have successfully implemented similar promotional campaigns in the past without any issues, and it is unfortunate that this instance led to dissatisfaction on the customer's part.
  Despite our efforts to communicate the details clearly through email correspondence, phone calls, and in our promotional materials, there was confusion on the customer's part. We have already offered a 10% refund on the customer's most recent order as a gesture of goodwill.

  Considering the circumstances, we would greatly appreciate your guidance and suggestions on how we can rectify the situation to ensure the customer's satisfaction. We are committed to resolving this matter and improving our communication practices to prevent similar issues in the future.

  We kindly request your assistance in forwarding this response to the customer and updating the complaint status accordingly. Should there be any additional information or documentation required from our end, please do not hesitate to let us know. We appreciate your attention to this matter and your dedication to resolving customer disputes.

  We look forward to your guidance in achieving a satisfactory resolution for all parties involved.

  Customer Answer

  Date: 18/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It was ********** advertisement  BOGO refers to buy one get one free.  This was obviously a case of buy 3 get one free and not even of the same product.  I reached out to customer service because the ad was unclear  the response I received in email was “yes exactly as shown” with a photo of the three products in the giveaway.  I had even recommended the promotion to my friends as a “great deal,” truly embarrassing.  Suffice to say as much as I enjoy using Aspen Clean products  I will never refer anyone to Aspen again.  I accepted the 10% because on the website it states return postage are the responsibility of customer.  I am happy to refund the 10% if the will honor the BOGO with products “exactly as shown” 

  
  Sincerely,
  
  
  
  *** ***