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Business Profile

Wholesale Toiletries

California Baby

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Toiletries.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:12/13/2023

    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 purchased a large bottle of refill soap from California Baby that was delivered in late April 2023, and paid over $200 for it. It was order number ******. The soap bottle was stored at normal temperature on a shelf along with many other toiletries, and it exploded leaking soap all over the cabinet and dripping down the walls behind the cabinet and the floor. No other toiletries exploded, just this one, so there must have been something defective with the bottle. I tried calling California Baby and have never been able to reach anyone by telephone. I emailed a couple of times and did receive an email reply in August 2023 promising to send a replacement bottle of soap. The replacement bottle never arrived, and all of my subsequent emails have been ignored. I would like either a refund or a replacement bottle of soap.

    Business Response

    Date: 12/15/2023

    This was our fault, we had an issue with our customer service program and we were not receiving *****'s emails. To resolve, we are reshipping the damaged product to ***** today. Here is a repost of my response:

     

    Hi *****,


    I'm really sorry about this! California Baby is my family business and I was notified about the BBB complaint today. I completely understand your annoyance and frustration with us. Our customer support team has definitely dropped the ball here but I will make it right.


    I have discussed this with ** who was originally assigned your case. To explain, it appears there was a tech issue and your emails after September 1st were not arriving to our customer support inbox. I can confirm our customer support team was not intentionally ignoring you, unfortunately they were not seeing your messages. I only found these emails after searching by your email address in our system. However, that is still our problem and we are contacting the help desk company to figure out why that happened.


    To resolve the situation, I am happy to reship you that Eczema shampoo as well as a free Super Sensitive gift set which includes a 19oz Super Sensitive hair conditioner, 8.5oz Super Sensitive Handwash, 13oz Super Sensitive bubble bath, and 6oz Super Sensitive Calendula Cream. Or we can also refund you for that gallon. Whichever you prefer. Again my apologies for the mix-up here, it won't happen again.


    All the best,
    Miles Iclisoy
    Co-owner

California Baby is NOT a BBB Accredited Business.

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