Complaints

This profile includes complaints for Unique Organics Haircare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Unique Organics Haircare

  5198 Arlington Ave PMB 178 Riverside, CA 92504-2603

  
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  Unique Organics Haircare

  3920 Polk St Unit D Riverside, CA 92505-1985

  

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:07/06/2023

  Type:Service or Repair 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.

  On June 23rd, I placed on order for $149.60 from Unique Organics Haircare. On Monday July 3rd, I got an email that my order was delivered. But when my husband and I checked the front door including the front of our garage, we found no package. I immediately emailed the company to let them know that I didn't received the package. I emailed them again on the morning of the 4th to let them know that there was no delivery. *************************, emailed with a screenshot of the post office update. I replied that the post office only stated that it was delivered to my town and not specifically my address and additionally, it says that someone named ******************** signed for it. I over and over explained to ******* that 1) There is no ******** in our house and that the delivery was done to a different address. 2) My husband and I were home all day and no one came to our home. She asked that I file a claimed with the post office for an investigation and to contact the police to let them know someone stole my mail from my home. I declined because 1) no one stole it from my home because it was NOT delivered there to begin with. It was delivered to ************************ address who signed for it. 2) As the seller and the one who used the post office, she has the responsibility to find out what happened to my delivery. As the buyer, it is not my burden to investigate and track a package she said she sent. Since she wants no responsibility in getting me my order, I am asking for ************************* to refund me the entire $149.60 that she collected from me when my order was not delivered to me.

  Business Response

  Date: 07/06/2023

  Please send another link so that I can attach proof of the post office's tracking number. I screenshot the photo and tried to upload but it's stating the file is too large. 

  Customer Answer

  Date: 07/11/2023

  This owner had been very irresponsible and unhelpful. The moment I brought up the issue to the business owner, ************************* never apologized for the mixed up, or show any, understanding or concerns. Her stance was been I don't care, someone signed for it. The seller's attitude is why I would never recommend this business and caution any new customer from doing business with this company. I kept telling ************************* that if someone named "********************" signed for the delivery package, then that meant it wasn't delivered to my house. What she was trying to download is simply a screenshot stating that the package was delivered to my town. But her "proof" didn't state that it was delivered to my address specifically. It really was the unprofessional way that ************************* handled my concerns that was my biggest issue. She dismissed it from the get go. Absolved herself from any delivery issue and was no help at all. I would never recommend this company. I don't want anything from this business other than warning others of what they may experience when anything goes wrong with their order.
  
  
  

  Business Response

  Date: 07/19/2023

  Dear BBB
  I am writing in response to the complaint filed against my business. I appreciate the opportunity to address their concerns and provide the necessary information to resolve this matter. First and foremost, I would like to clarify that we shipped the package to the address provided by the customer during the order placement process. The shipping address on the customer's order matches the address they provided, and we have provided the necessary documentation to prove this. To substantiate our claim, we have attached a copy of the proof of delivery provided by the ************* ************** ******* which clearly shows that the package was successfully delivered and signed for at the customer's address. The **** tracking number 9410809205568741904882 can be used to verify the delivery status of the package. The customer is stating that she didn't sign for that package and her name isn't the signature on the tracking, but the **** did a thorough investigation and stated that the package was scanned and signed at the correct delivery address. I spoke with the customer immediately after she contacted us and stated that I would be contacting the post office to inquire about the delivery. I also advised customer to contact the post office as well to find out what happened to her order as this is the first line of communication for my non-delivery is***s. Customer demanded that I give her a refund or she would be threatening to *** my business. After her threatening emails, I let her know that the post office informed me that the package was delivered to the correct address and signed for. While I understand the customer's concern regarding the absence of an explicit address on the postal service's proof, it is important to note that the absence of an address does not invalidate the delivery. Postal services, including the one used in this instance, often rely on internal tracking systems that *** not include detailed address information on their proof of delivery. Moreover, it is a standard practice within the postal service for customers to sign for packages at the correct address, regardless of the name they use to sign. Therefore, the absence of the customer's specific signature does not negate the fact that she received the package. It is worth noting that, providing a signature with only the addressed person's name, is not an absolute requirement for delivery, and customers are permitted to authorize another individual to accept the package on their behalf.  But in this instance, they signed someone else's name in order to receive a refund. We understand the importance of addressing customer concerns promptly and ensuring their satisfaction. However, in this particular case, it is evident that the customer did receive the products as ordered, and her claim of non-delivery is unfounded. She is truly using this as a means to scam my business. 

  We kindly request that you thoroughly review the evidence we have provided, which clearly demonstrates that the customer has received the products as ordered. We trust that, upon careful examination, you will recognize the fraudulent nature of this complaint and take appropriate action to protect our business from unfounded accusations.

  Sincerely,

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

  Unique Organics Haircare