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:05/03/2023

  Type:Delivery 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.

  I should have read the complaints here. I would not have ordered. Same complaint as others. Made on line purchase that was paid for on April 18, 2023. I have not gotten any response from emails asking about my order and of course you cannot call them. I want my money back ASAP.

  Business Response

  Date: 05/15/2023

  Hi *****,

  Thanks for reaching out and sharing your feedback with us. We're so sorry about the delay you experienced with your order. An increase in emails set us back and our team has been working overtime to respond to everyone in the order messages were received. To explain the delay, we received an astronomical increase in orders within days of each other - and our warehouse has been working as hard as they can to get packages out the door.

  Your order was shipped 5/3 and was marked as delivered 5/5. Please let us know if you did not receive your order and we would be happy to resolve this for you!

   

   

• Initial Complaint

  Date:04/26/2023

  Type:Delivery 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.

  I placed an order on their website on 04/17/2023, all I've gotten are lame excuses as to why it hasn't been shipped out, something about Tiktok....yet no info given on when it will be shipped and they've taken my money. This is UNACCEPTABLE! Either ship now or refund me in full! I'm sick of this!

  Business Response

  Date: 04/28/2023

  Hi *******,
  
  Thanks for reaching out. Please know that we take these concerns very seriously and want to leave you with a positive experience, not a negative one. 
  
  For context, Skinny Mixes went viral on social media recently which has caused an influx of orders and thousands of emails from customers. We are a very small team working as quickly as we can to get emails responded to and orders fulfilled. We have included notes about delays within our order confirmation emails and a pop-up at checkout so customers are notified before an order is placed.
  
  I do also want to note that despite the increase in orders, every purchase is shipped in the order it was received. We do not make exceptions for influencers at all, so rest assured that they receive no special treatment.
  
  We understand we have loyal customers who have been with us since the beginning, so please know we truly appreciate your patience with ** as we work to fulfill an increased demand. Your order placed 4/17 was shipped today (tracking number provided over email). Please allow some time for the tracking to update.
  
  Please let me know if you have any questions. Thank you for your business!
  

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19982992
  
  I am rejecting this response because: It is blatantly obvious that influencers are getting special treatment. How about not accepting new orders until you get your act together. Ever think about that?! A lot of people have been complaining about this very thing, because it is unacceptable! The only ones on the losing end here are PAYING customers. I'm sick of hearing about Tiktok!

  Sincerely,

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

• Initial Complaint

  Date:02/09/2023

  Type:Delivery 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.

  First time customer. Placed an order 1/13/23 $50. Received zero communication. Received ordered 1/21/23. Packaging was horrible, no padding just tossed in a very thin dirty box. 4 items missing lime, peppermint, maple dount, 3 pack of pumpkin trio. Sent emails with photos 1/21, 1/25, 1/26. Also reached out on IG. No response. 1/26 received email saying missing items on the way. 2/3/23 received box. Only item in box was pumpkin trio. Again horrible packaging item beat up. Emails sent with photos 2/3 2/6. They never respond. Its been almost a month. At this point I just want my money back. I receive zero communication for them. There is no phone number to speak to them. I ask for a reply and to resolve the issue silence is all I get. Horrible business! Extremely disappointed!!!!

  Business Response

  Date: 02/17/2023

  Hello, and thank you for reaching out!
  
  In January we had a severe oversell of products which led to a backlog in customer service emails. We sincerely apologize for the delay in response you experienced during that time. I looked into this further for you and the replacement package you received was damaged by the carrier, hence the missing products. 
  
  On 2/8, our customer service team responded apologizing for this negative experience and refunded you for the missing items. We will use this occurrence to improve our customer experience going forward.
  
  Please let me know if there is anything else I can do for you as I would be happy to help.
  
  Thank you!

  Customer Answer

  Date: 02/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/02/2023

  Type:Delivery 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.

  I placed an order on January 15, 2023 Order number *******. I was notified on January 21 by skinny mixes that my order had been damaged in shipping by *** and was discarded by ***. *** also notified skinny mixes. I have not received a replacement or a refund. I have sent several messages to skinny mixes, and have received no answer. Since they have no phone number to contact, I have to keep emailing. I would like for someone st Skinny mixes to look into the situation, and either send me a replacement or a refund my account.

  Business Response

  Date: 02/03/2023

  Hello ***,
  
  We're so sorry to hear about this. We checked and it seems your order was damaged and then discarded by the carrier per the tracking link. We truly apologize for that inconvenience! I've gone ahead and refunded you for the missing items per your email request to us on 2/1.
  
  Once again, we are so sorry this happened and we hope you enjoyed the products you did receive! 

  Customer Answer

  Date: 02/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/02/2023

  Type:Delivery 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.

  I placed an order with this company and upon receipt of the order I found that 4 items were missing. I contacted the company via email and also through their website. I received an automatic reply stating that they were experiencing delays "due to the holidays"...The holidays are far behind us so that was not a current nor good excuse. Every time I sent a follow up email, and I sent several, I received this: ***************************** Unsubscribe Tue, Jan 31, 12:43 PM (1 day ago) to me Hello, Just to confirm we have received your inquiry, We will get back to you as soon as possible! They do not provide a phone number and I even tried contacting the parent company, GoodWest Industries, LLC, but they have not responded either. At this point all I want is for them to acknowledge that they did not send the full order, received my multiple emails, and fulfill the order.

  Business Response

  Date: 02/06/2023

  Hello!
  
  Thank you for taking the time to write us a review. We do sincerely apologize for any delay you have experienced with Skinny Mixes. Our customer service team was very short staffed over the holiday season, and we are just now catching up! We appreciate your understanding as we work to improve our response times going forward. 
  
  We responded to your inquiry on 2/3 and have created a replacement order for you which is being packaged today.
  
  We appreciate your understanding and we thank you for your business. We hope to give you an even better experience next time!

  Customer Answer

  Date: 02/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jill N**********

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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.

  I placed an order with this company on 01/14/2023( order totaling close to $70 of products), by 01/24/2023 I still had not received my product or any email stating it had been shipped , just stated unfulfilled on the order status . I tried reaching out to the company on the same date and received no response until reaching out a 2nd time on 01/29/2023 stating I wished to cancel the order . At which time I finally received a response stating they could not cancel due to it already being shipped ( yet still did not provide a tracking number or confirmation number ) and that they strive for same day or next day shipping ( even though at this point it has now been over 2 weeks ). Theres no phone number or any way to physically speak with anyone person to person .at this point I believe this company to be a scam.

  Business Response

  Date: 02/03/2023

  Hi *******,
  
  Thanks for reaching out and sharing your experience with us. We take all consumer reviews seriously and use them as a learning experience to improve in the future.
  
  We are so sorry about the delayed response you received to your emails. We have been a very small team for quite some time. Due to a system error, we oversold on many items and the fallout caused numerous delays for our customer service team. We understand that quick responses are a priority for our customers, which is why we have recently expanded our customer service team and hope to improve the customer experience going forward. We appreciate your understanding.
  
  In regards to your specific situation, your order was shipped on Monday 1/30. It had already been processed and packaged by the time our team was able to speak with the warehouse. We do state on our website's Terms and Conditions page that cancellations cannot be guaranteed due to how fast our warehouse team operates. 
  While there was a backlog before your order was actually packaged, once it had been processed on 1/30 we were unable to stop the shipment.
  
  We truly apologize for any inconvenience that *** cause. We appreciate your feedback and will use it to improve our customer service going forward. Thank you! 
  
  

• Initial Complaint

  Date:01/24/2023

  Type:Product 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.

  I ordered from skinny mixes on January 10th . After a very long wait my package finally shipped and the expected delivery date was January 20th. I tracked my package only to find out my merchandise was damaged and had been disgarded. I emailed skinny mixed customer service about this and what was going to be done about it and still have heard nothing, no refund, nothing .

  Business Response

  Date: 01/25/2023

  Hello,
  
  We are so sorry to hear this! We have experienced a very high volume of emails recently and are working to catch up and respond to everyone in a timely manner. I do apologize for the delayed response to your email sent 1/20/2023. 
  
  We try to provide exceptional service but some factors like shipping and handling are outside of our control, and issues like this can unfortunately happen. I looked into this for you and unfortunately, all the products on your order are out of stock, so you have been refunded. Please allow 3-5 business days for the refund to be processed. Reimbursement of funds will be allocated back to the original form of payment used for purchase. Please reach out if you have any questions about this process.
  
  We sincerely apologize for this inconvenience and hope to give you a better experience next time! 

• Initial Complaint

  Date:01/20/2023

  Type:Delivery 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.

  My order was placed on 1/15. On 1/19 I was refunded for three products. I requested that my order be cancelled and refunded due to not being able to fulfill my complete order. I was told that the order was already processed and they couldn't cancel, yet I was never sent tracking info. I mentioned again I wanted a refund due to their poor customer service and if the order was processed, where was my tracking number? I then received an invalid tracking number that says, "We could not locate the shipment details for this tracking number. Details are only available for shipments made within the last 120 days. Please check your information," when I look it up. At this point, this business is taking advantage of customers and lying about tracking info.

  Business Response

  Date: 01/25/2023

  Hi ********,
  
  I have responded to your email this morning regarding this situation. We do state in our terms and conditions that cancellations are not guaranteed, "If you wish to cancel your order, you can e-mail ****************************************** with a cancellation request. Please note we strive for same day or next day shipping, so the window to catch an order and cancel is small. If we can cancel your order, we will reply to your e-mail request with a cancellation email. If your order has been processed and packaged, you will receive a shipping confirmation e-mail within 12 hours." This is due to the fast nature of our warehouse working to ship items as quickly as possible for our consumers.
  
  We do also state, "Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Skinny Mixes, LLC. reserves the right at any time after receipt of your order to accept or decline your order for any reason or to supply less than the quantity you ordered of any item." This policy is in place just in case we need to remove items due to inventory issues. We unfortunately oversold on a lot of our items and had to remove them from orders in a timely manner. Our goal is to get orders out as quickly as possible, so we do apologize that we were not able to cancel or modify your order after learning about the out of stock items.
  
  We have made an exception and refunded you for the order and ask that you donate the products you received to family or friends if you do not wish to use them. We appreciate your understanding as we work to improve our customer experience going forward.

  Customer Answer

  Date: 01/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ******************************************************

• Initial Complaint

  Date:12/06/2022

  Type:Customer Service 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.

  Based upon my order #****** on 11/13/2022, I have in fact ordered both the peppermint and the mocha syrups to use in my coffee. To my surprised the mocha does not taste like chocolate and the peppermint doesnt taste or smell like anything peppermint. I believe this is false advertising and when I approached the business about my dissatisfaction, they stated they could not refund me due to the items being perishable? Dont think that has anything to do with a refund? You either do business fairly or you dont (and know you couldnt make money).

  Business Response

  Date: 12/07/2022

  Hi *****,
  
  Thanks for reaching out and taking the time to express your frustration. We take these matters seriously and appreciate the feedback!
  
  I'm so sorry to hear that you weren't in love with our Mocha Syrup and Peppermint Bark Syrup. We suggest starting with 1-2 tablespoons and adding more as needed to achieve the desired flavor level. There are tons of recipes on our website and I'd be happy to help you find one you enjoy!
  
  Unfortunately, we do not offer refunds or returns on our products at this time. This is stated on our website's terms and conditions page here: https://www.skinnymixes.com/pages/terms-conditions. However, we're happy to offer you a coupon to use on your next purchase! We appreciate your feedback and we will pass it along to our innovation team for further testing.
  
  Please let me know if there is anything else I can do for you.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18520106
  
  I am rejecting this response because: how can you market that something tastes like item A but when someone tries it, it doesnt taste like item A AT ALL. LIKE NOT EVEN A LITTLE. The amount of syrup I used makes my coffee tastes sweet Im sorry Im not gonna put extra pumps of syrup in my coffee if I think the way I have it is already sweet enough... I dont need it sweeter. I need it to taste like chocolate and peppermint even 10%.
  
  Sincerely,
  
  *************

  Business Response

  Date: 12/08/2022

  Hi *****,
  
  Thank you for your response. I understand your frustration and I am once again so sorry to hear you didn't love those items. We have received feedback from other customers regarding these flavors and haven't heard any other issues regarding lack of flavor. Our Peppermint Bark Syrup is a fan-favorite around the holidays and is one of our most popular flavors of all-time! As stated, we are having our innovation team analyze these products, but at this time we will be unable to refund you due to dissatisfaction. I am so sorry for any inconvenience this may cause.
  
  Thank you!
  
  
  

• Initial Complaint

  Date:10/03/2022

  Type:Product 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.

  Skinny mixes is a bait and switch company. They sold me products that are unable to be consumed and refuse to refund me. I do not care about how much I spent, I only care about being bamboozled. This company should not be allowed to continue operating under its current policies. Bait and switch is not a legal practice, not to mention completely immoral.

  Business Response

  Date: 10/03/2022

  Hi *******,
  
  Thanks for reaching out and taking the time to submit a claim.
  
  On 7/29, you reached out regarding your first Skinny Mixes purchase to inform us that you were not satisfied with the flavors you received. We were so sorry to hear you were not a fan of the flavors you purchased! Unfortunately, as stated on our website and in our communications with you, we cannot accept returns for any reason as our products are considered non-durable consumer goods. You can view this policy on our website here: https://www.skinnymixes.com/pages/terms-conditions.
  
  Please know that the Syrups you received were in-date and in good condition, as we have a very strict standard for our products. If you ever receive damaged, incorrect, expired, or products that make you physically ill, we'd be happy to replace or refund the purchase. Unfortunately, being dissatisfied with the flavor of our products does not fall under the categories mentioned.
  
  I do apologize for any inconvenience our policies have caused you, and I will pass this inquiry and information over to our innovation team so we can work on improvements to the customer experience. 
  
  Please let me know if there is anything else I can do for you.
  Thank you!

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18154728
  
  I am rejecting this response because:
  

  I have never used the word dissatisfied. The idea that a company can take something inedible and turn it into the word dissatisfied, as an excuse to not refund a consumer, is pathetic. Your syrups are disgusting, inedible, and if I even try to consume them, I 100% will become ill. You do not sell a quality product, so stop saying you do. You are a bait and switch company, so lets just call it what it is. Fraud is actually illegal in *****************. If you continue to refuse to refund my money and continue to operate under your false pretenses, I will just have to move forward in my desired direction and hopefully stop your company from continuing to steal peoples hard earned money. How is it that every one of your BBB complaints mentions no flavoring, just a sick ****** sweet flavor? I dont even know how it is possible to label items as flavors, when you are just filling bottles with the exact same disgusting concoction. Misrepresentation, false advertisement, bait and switch, they all apply to your company. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/04/2022

  Thank you for your response. Once again, we're very sorry to hear you were not in love with our products.

  While we have numerous customers who enjoy using our sugar-free products, there are some customers who find they don't like the artificial sweeteners. While we understand the disappointment in purchasing something you later find out you don't like, we're unfortunately unable to refund you for your purchase at this time.

  I have passed this conversation along to other members of our company who will work closely with our innovation team and manufacturers to ensure we can improve our customer experiences. 

  Thank you for your time!