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Business Profile

Soap

Dr. Squatch, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 83 total complaints in the last 3 years.
  • 28 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/04/2022

    Type:Order Issues
    Status:
    Answered
    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 cancelled my subscription after my first order and they billed me 3 months later and said I was on a 3 month renewal. I remember specially cancelling after ordering my first order. So I received an email and within 5 hours (and before products were even shipped) I sent them an email (because I can not find a customer service number) and said I needed to cancel that order and my subscription. I told them I wanted the money to be put back on my credit card and they emailed back saying I only have 30 min once I receive email to cancel order and get refund. I keep checking and order still has not shipped yet they will not allow me to cancel it.

    Business Response

    Date: 01/09/2023

    Business Response /* (1000, 10, 2022/12/05) */
    We're incredibly sorry for the experience the customer had regarding our subscription Management. These are areas that we're working diligently on improving, so we thank them for their honest feedback. An individual from our support team has provided the customer with their desire solution.

    Should the customer need any further assistance, we encourage them to reach out to ********************* and mention their *** Case. The ticket will get escalated to a member of our corporate team ASAP so that they can get the help they deserve.

  • Initial Complaint

    Date:09/28/2022

    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.
    I ordered from this site a 6 bar subscription on 23 September 2022 at approximately 07:30, order number XXXXXXXX. Their website claims that orders ship within 3 business days. I have not received any confirmation the shipment has occurred.

    Furthermore, I received a coupon code, ********* for a free bar of soap. I ordered the Pine Tar bar, knowing I would be paying about ***** for shipping. When I placed the order, they immediately offered for me to double my order for another ****** I accepted this offer, thinking I would be charged around ****** plus taxes in total. My total ended up being over ******* with taxes included. I was not aware they charged me for three total bars, not two. On their website, they claim that orders can only be edited or cancelled within 30 minutes. I sent an email within the window, and received automated responses, never actually getting an email from anyone until I reached out again the next morning. When I asked for the add on bars of soap to be removed, I was refunded the entire amount of that purchase and was told, "Just to give you a heads up, we typically can only make changes within a 30-minute window after your order is placed," even though I had attempted to contact them within their allotted time frame to make changes. Even though the entire amount was refunded, the coupon code no longer works, so I am unable to get the free bar of soap.

    My experience with the customer service has been subpar to this point, and I do not have confidence I will be receiving anything I have ordered. I would like the delivery of my original order of 6 bars of soap and the coupon code reinstated or the free bar of soap promised with the coupon code.

    Business Response

    Date: 10/12/2022

    Consumer Response /* (2000, 6, 2022/09/30) */
    Company has finally shipped. Please withdraw complaint.

  • Initial Complaint

    Date:09/23/2022

    Type:Delivery Issues
    Status:
    Answered
    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 purchases about $50 dollors worth of soap and deorderent from the store on the 14th of September. It is now officially 10 days later and my order is still on the processing stage when I check its shipping status. It's say it usually take 1-3 days to get a shipping number it track when your order will be received and it's been 10 days and my order is not changing from processing and they haven't even sent an email about what's going on with my order. So many other people with this same issue makes me wonder what kind of a company can't handle logistics at all.

    Business Response

    Date: 10/21/2022

    Business Response /* (1000, 8, 2022/10/10) */
    We're sorry for the experience the customer had regarding our shipping and fulfilment processes. These are areas that we're working diligently on improving, so we thank them for their honest feedback. The customer has been provided with their desired solution of delivery of order.

    We hope this is a ************ resolution for the customer, and should they need any further assistance, we encourage them to reach out to ********************* and mention their *** Case. The ticket will get escalated to a member of our corporate team ASAP so that they can get the help they deserve.

  • Initial Complaint

    Date:09/16/2022

    Type:Billing Issues
    Status:
    Answered
    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 with Dr.squatch that I had made the renewal next year. Woke up today to being charged for the order. I was unable to cancel the order because it was processed at 530 am and they only allow 30 minutes for cancellations.

    Business Response

    Date: 10/17/2022

    Business Response /* (1000, 8, 2022/10/04) */
    We're incredibly sorry for the experience the customer had regarding our Subscription Management,. These are areas that we're working diligently on improving, so we thank them for their honest feedback. The customer has been provided with their desired solution of a full refund.

    We hope this is a satisfactory resolution for the customer, and should they need any further assistance, we encourage them to reach out to ********************* and mention their *** Case. The ticket will get escalated to a member of our corporate team ASAP so that they can get the help they deserve.

  • Initial Complaint

    Date:09/10/2022

    Type:Product Issues
    Status:
    Answered
    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.
    The product is not good, it falls apart. Their shipping doesn't always fulfill orders, the orders they do fill are often wrong, and customer service is slow at best.

    Business Response

    Date: 10/05/2022

    Business Response /* (1000, 5, 2022/09/22) */
    We're incredibly sorry for the experience the customer had regarding our customer support, Product quality, and fulfillment processes. These are areas that we're working diligently on improving, so we thank them for their honest feedback. The customer has been provided with their desired solution of no further contact from the business.

    Should the customer need any further assistance, we encourage them to reach out to ********************* and mention their BBB Case. The ticket will get escalated to a member of our corporate team ASAP so that they can get the help they deserve.

  • Initial Complaint

    Date:09/01/2022

    Type:Delivery Issues
    Status:
    Answered
    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 this as a birthday gift. Birthday is 09/02.

    I have not received any update at all.

    Called Customer service...it redirected me to email support.

    Sent email... no reply.

    This is unacceptable!!!!

    Business Response

    Date: 09/13/2022

    Business Response /* (1000, 5, 2022/09/02) */
    Hi *******,

    My name is ******** I am a member of The Community Team. I recently saw your email and your BBB Case and wanted to reach out to you personally. Thanks for reaching out.

    I want to express my sincere apologies for the experience you had with our shipping processes. Especially because this was a birthday gift. To make it up to you, we will go ahead and process a full refund of ******* We never want our customers to have experiences like these, so I just wanted to do this for you as a thanks for your patience and apologies for any frustrations.

    As to your order, I just checked and looks like it is on the way! So feel free to keep the order free-of-charge! Tracking number is **********************

    We appreciate your understanding and hope you have a great rest of your day.

    *******

    *****************

  • Initial Complaint

    Date:08/31/2022

    Type:Delivery Issues
    Status:
    Answered
    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 with Dr. Squatch on Aug 19, to the total of $389.30, including express two day shipping. Now, almost 2 weeks later and nothing. I understand waiting a few days for shipping, but not one day shy of two weeks without even so much as a courtesy email "Hey, we are running late," now I had to jump through the hoop (including finding out the customer service call center don't even work) to find out the ***** hasn't even received it yet. So now I am requesting my order be delivered to me. I am not asking for a refund, but I am requesting what I paid a good amount of money for

    Business Response

    Date: 09/30/2022

    Business Response /* (1000, 8, 2022/09/19) */
    We're sorry for the experience the customer had regarding our shipping and fulfillment processes. These are areas that we're working diligently on improving, so we thank them for their honest feedback. The customer has been provided with their desired solution of having the package delivered.

    We hope this is a satisfactory resolution for the customer, and should they need any further assistance, we encourage them to reach out to ********************* and mention their BBB Case. The ticket will get escalated to a member of our corporate team ASAP so that they can get the help they deserve.

  • Initial Complaint

    Date:08/30/2022

    Type:Delivery Issues
    Status:
    Answered
    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 order XXXXXXXX on ********** Website states 1-3 days for the order to ship. Contacted them on 8/26/22 for an update. Got the response of
    "Thanks for reaching out! We can completely understand your concern with this order. We are very sorry for the delays that have impacted your order!

    Your order should be heading out soon! Once it does, be on the lookout, since you should be receiving an email from the Doc with its tracking info!"

    No ************ Just "sorry about your luck" response. Still no update from the company as of ********** This has happened multiple times. Not only is the ******** information on the website ******* *********** they have sent incorrect products many times. I have proof of those emails as well. This company is very poorly run, leaving customers hanging in limbo. there are ******** other reviews that prove this point. How this company has a ***** rating of any kind is baffling.

    Business Response

    Date: 09/29/2022

    Business Response /* (1000, 5, 2022/09/13) */
    We're sorry for the experience the customer had regarding our Shipping and Fulfillment processes. These are areas that we're working diligently on improving, so we thank them for their honest feedback. The order was delivered on September 8th, and an individual from our Squatch Team has reached out on September 11th.

    Should the customer need any further assistance, we encourage them to reach out to ********************* and mention their *** Case. The ticket will get escalated to a member of our corporate team ASAP so that they can get the help they deserve.

  • Initial Complaint

    Date:08/27/2022

    Type:Product Issues
    Status:
    Answered
    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 don't know what's in this soap but it is a nightmare! I cannot get this soap scum and goop off of my shower! I've tried several products to try and remove it. Even bleach and a scrub daddy sponge! It's clogging up my drain. My shower is tile and less than two years old. I fear that if I keep at it, it's going to destroy the shine. I have a shower stool in the corner of the shower. When I moved it, it looked like someone spray painted around it. A perfect silhouette. I even had my boyfriend put it in a soap scrub sac and still did this. I don't know how bad it would've been if it was not in there.. I'm buying an electric scrubber, I hope it works.

    Business Response

    Date: 09/23/2022

    Business Response /* (1000, 5, 2022/09/07) */
    We're incredibly sorry for the experience the customer had regarding our Soaps. These are areas that we're working diligently on improving, so we thank them for their honest feedback.

    Unfortunately, we cannot locate any associated accounts/orders with the name or the email. If the customer wants assistance, they need to reach out to us at ********************* and mention their BBB Case. Or reply back with the correct associated email. This way they can get the help they deserve.


    Consumer Response /* (3000, 7, 2022/09/07) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    My apologies. The purchase was under my significant others email and his card.
    ******** ******* ******
    Email: ********************

    Thank you,
    ***** and *****


    Business Response /* (4000, 9, 2022/09/12) */
    We're incredibly sorry for the experience the customer had regarding our soaps. These are areas that we're working diligently on improving, so we thank them for their honest feedback. An individual from our corporate team has reached out to provide the customer with a desired solution.

    Should the customer need any further assistance, we encourage them to reach out to ********************* and mention their BBB Case. The ticket will get escalated to a member of our corporate team ASAP so that they can get the help they deserve.

  • Initial Complaint

    Date:08/20/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    Last year, I placed an order with Dr. Squach through their online website on 12/23/21 for $134.82. My order number is ******* and the purchase consists of multiple different types of bars of soap, their Star Wars collection box, and a soap saver holder. My online account on their website states that the order is still being "processed," and I have not heard any information regarding updates on my order or delivery. I have reached out the the company months ago via email, with no resolution or response. At this point, I would just like a full refund for my purchase, being that I have not received my product nor have gotten any assistance on resolving the issue from Dr. Squach.

    Business Response

    Date: 09/23/2022

    Business Response /* (1000, 8, 2022/09/12) */
    We're incredibly sorry for the experience the customer had regarding our customer Shipping and Fulfilment processes. These are areas that we're working diligently on improving, so we thank them for their honest feedback. The customer has been provided with a gift card of the same amount of their full order.

    We hope this is a satisfactory resolution for the customer, and should they need any further assistance, we encourage them to reach out to ********************* and mention their BBB Case. The ticket will get escalated to a member of our corporate team ASAP so that they can get the help they deserve.

Dr. Squatch, Inc. is NOT a BBB Accredited Business.

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