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:12/26/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 made a purchase from Dr. Squatch's online store (Order #********) and chose priority shipping which shouldve allowed the product to arrive a few business days before the holiday weekend. It is now expected to arrive an additional week later, or an additional 3-4 business days later. When brought up to their Customer Support it was stated that time is needed to allow for 1-5 business days of processing before shipping and that this information is available "at" the checkout page. It is not stated at the checkout page itself and I would have simply ordered a faster shipping option or not ordered at all had this been readily known to the customer. However on the checkout page you see "if you aren't 100% satisfied with your order, don't worry, the Doc will cover the cost!". I have attached a screenshot of the checkout page showing this as well as only seeing 2-4 business days for shipping estimates. Customer support additionally stated there is no reason for refund and apologized for not having the processing information readily viewable to the customer. I therefore believe this is not only misleading to the customers, but to not offer a refund potentially falls under false advertisement due to me not being 100% satisfied with the order, in accordance to the statement on their checkout page.

• Initial Complaint

  Date:12/26/2022

  Type:Service or Repair 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.

  It is a subscription service. I was charged on 12/7 $59.40. I asked the status of the order a week after. They said it would take 1-5 business days to process. I contacted them on the 5th business day and they stated a technical error cause my order not to process although I was already charged. They reordered manually. 3 days later I contacted again for a status and received the same statement. Another technical error and they'd order again. I have not heard any response since asking for an update on 12/20. They still charged me and have not processed any order or shipped me any product.
  

  Business Response

  Date: 01/04/2023

  Consumer Response /* (2000, 5, 2023/01/03) */
  Hi,
  
  
  
  Please close this complaint. They did provide a refund.
  
  
  
  Thank you,
  
  ****

• Initial Complaint

  Date:12/23/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed an order on December 3rd and haven't received my order. It is now December 23rd. I've contacted the company numerous times to get an update on my order. Twice, they redid my order with new order days which further delayed my order processing. I also ordered a product they claim is not in stock but is still available on their website to order. That one product was refunded but I have yet to receive the order products.

• Initial Complaint

  Date:12/23/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  On November 27, 2022 I placed a large order #******** with Dr. Squatch. This order included an advertised bundle of products that was not marked as out of stock or unavailable at the time of ordering. On December 13, ************************************************************************************ the bundle had been cancelled and a partial refund for the item had been initiated"For the Doc to get this order out as quickly as possible. . . " At this point, it had been more than two weeks since the order was placed. There was no update to let me know that it had been shipped. I contacted support asking when the order would be delivered as I needed it for ******** and the next day received the same message in reply without ANY shipping or delivery information. I waited. Nothing came.On December 23, 2022 I sent another email to support, stating that I still had not received any product nor shipping information and wanted to know when I would get the product as they have my money. At 4:40pm I was sent an email letting me know that "We've had to remove the Crushed Pine ***** Oil from your order as well, in order for the Doc to get this out to you as quickly as possible. . . You'll still receive the rest of your order- it has not been affected by this change." Once again, no shipping or delivery information was included. When I looked on my account, the order status states "partially refunded" and no shipping information has been included. I am now nearly a MONTH out from my original order and they are just figuring out that they don't have the product for the bundle they advertised and ran as a special; a month out and still haven't shipped it? So much for a ******** gift. The way they refuse to answer the simple question of shipping or anticipated delivery date seems fraudulent. There is also no way to contact customer support by phone and I'm beginning to suspect that there is a BOT answering the support email.

• Initial Complaint

  Date:12/22/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This company plain and simple stole money from me and refuses to fully return the money for the order I placed over a month ago and refuse to speak to me. $108.55 in ordered for Xmas gifts was stolen and I pay interest on this order because I paid by credit card. After emailing, they refunded $13 and are now ignoring me and their phone number is just a recording saying they don't provide customer service outside of emails. They now refuse any type of customer service through email and otherwise and refuse to refund the money I paid. The literally stole my money and are a fraudulent business.

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 received my order on December 21, 2022. I opened the box to find one of the items had exploded in the box and had ruined everything else in the box. Obviously this box was not packaged sufficiently to prevent this from happening. I am extremely disappointed. Not to mention this was a Christmas present which I now have to throw away. I emailed Dr. Squatch immediately. They're response was "Thank you for contacting us! We are sorry to hear that one bottle had exploded by the time your order was delivered. Could you please clean the other items to confirm which ones were damaged?" I took great offense to this and my follow up response was "Thank you for responding. All items are damaged as you can see in the pictures I sent. The fact you are asking me to clean the items is ridiculous. I expect either a refund or replacements shipped to me before Christmas." I have not received any responses from Dr. Squatch and I have since sent another email still with no response. I expect either a refund or replacement of my items. This was the first time I ordered from Dr. Squatch. Due to the poorly packaged box and terrible customer service, I will never order from ********************** again.

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 made purchase on the 1st of December. Order number ******** I have reached out several times for an update, they continue to tell me to check back in 24 hours after I have asked them to cancel several times as it won't get here before Christmas. They are refusing to cancel the order, ship the order or provide me a refund.I need supper to get my refund.

• Initial Complaint

  Date:12/17/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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've paid ***** to the company, ordered soap and paid for express 2 day shipping and processing. On day 4 still no updates , after contacting customer service they choose to disregard the fact I've paid a good amount extra for 2 day shipping and continue to argue with me. I ordered on 12/13/2022 and reached out on 12/16/2022. Order number is #********. I've asked for this shipping charge be refunded at this point and without saying it, they've ingnored the request with no solution in sight. From the reviews I followed up on and the shipping policies I've researched with their company, it Seems the is Company takes customers money and doesn't follow through.

• Initial Complaint

  Date:12/14/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 11/28/22, and still show that the order is "processing"...
  I had a similar issue last year where I placed an order, they promised quick delivery and that never happened, then when they claimed the order was sent and delivered, that was a false statement as I never received anything and the tracking number showed as still in processing. This time I sent an email about a week ago, and the reply from the company was that due to a large number of orders, orders were delayed. But here is the problem, since my large order placed which I placed 11.28.22, I had another order from 12.05.22, much smaller, which according to **** tracking should arrive today or tomorrow. This company obviously has issues with logistics, but also with not sending out orders in the order in which they are received, so based on that, there could technically be a claim of discrimination due to purposely picking and choosing which orders they are filling. Based on hundreds of other complaints dealing largely with slow shipping and terrible customer service, it is wrong for the company to continue to state that they process orders within 3 business days. Last year it took multiple back and forth communications with the company to get my order, and even after they supposedly expedited my order to 2-day shipping once it processed, it still took over a week for me to get the order, and I refuse to waste my time again with the false promises (timing of orders being processed) this company offers. All I ask for is for my order to be shipped ASAP and without any more excuses from customer service.

• Initial Complaint

  Date:12/14/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 and paid for a bundle November 27th with Dr. Squatch. It is now December 15th with no shipping information provided with limited communication through email only. Where the $#%* is my order???!!!!!!!