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Business Profile

Perfume

Ol'Factory Mercantile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Perfume.

Complaints

This profile includes complaints for Ol'Factory Mercantile's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ol'Factory Mercantile has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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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    • Initial Complaint

      Date:11/11/2024

      Type:Service or Repair 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.
      Complaint Against OlfactoryFactory LLC Date of Transaction: November 1, 2024 Transaction Amount: $195 Description of Issue:On November 1, 2024, I purchased a $195 fragrance from OlfactoryFactory LLC through their online store. When the product arrived, the bottle was entirely empty and broken, with the contents spilled. The external packaging and box it was packed in showed no signs of damage or spillage, indicating that the problem likely occurred before or during packing.After contacting OlfactoryFactory LLC with photos documenting the defective item, they denied responsibility, claiming their quality control process would have caught any defects. However, the **** footage they provided tells a different story. Within the first second, the footage shows the packer carelessly tossing the fragrance box onto the table before packing it without any inspection. This rough handling, combined with a complete lack of quality control checks, undermines their claim of a thorough inspection process.Resolution Sought:Given the poor handling shown in the footage and the lack of any meaningful inspection, I am requesting a full refund for the defective product. OlfactoryFactory LLC has refused to provide a replacement or refund, instead offering footage that only highlights their negligence in handling a fragile and expensive item.I am attaching photos of the defective item upon arrival, along with the **** footage provided by OlfactoryFactory LLC, as evidence of their failure to ensure product quality.Since I cannot attach a video to this complaint directly through your website, here is a ****** Drive link for you to view the **** footage: *********************************************************************************** Thank you.

      Business Response

      Date: 11/11/2024

      Dear Better Business Bureau,

      We are writing in response to a potential complaint from *** *******, who has claimed that he received a damaged product from us.

      Upon receiving his initial email, along with pictures of the damage, we conducted a thorough review. Our response to *** ******* explained that transit-related damages are not covered unless the customer opts for package insurance, which he declined. As per our policy, which *** ******* agreed to at the time of purchase, the customer assumes all risk for the package once it leaves our warehouse. We have attached a copy of his agreement for your reference.

      We have also provided CCTV footage from our packing station, which confirms that the product was dispatched in perfect condition. Additionally, the *** tracking information, which weve attached and highlighted, shows that the damage occurred during transit, specifically in ********, ***

      Despite this, we offered to assist *** ******* by opening a claim with ***. We assured him that if *** approves the claim, we would pass on the full amount to him. However, he declined this resolution and insisted that we send a replacement product. Unfortunately, this is not possible, as he had acknowledged his responsibility for any damages once the product was shipped.

      We remain committed to transparency and have provided all relevant supporting documentation to clarify the situation.

      Thank you for your time and consideration.

      We have attached all the nessesary documents related to this case, and the pdf of conversation with the customer

      Regards,
      Team **********************

      Customer Answer

      Date: 11/17/2024

      The merchant has filed a claim with *** and has not gotten a resolution yet. We are waiting on the decision from ***.

      Customer Answer

      Date: 11/17/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. I have submitted additional information citing that the merchant has filed a claim with *** and we are still waiting for their decision on a resolution. 

      Since I am required to respond in less than 7 days, I am not accepting or rejecting their response/resolution yet. I am waiting to see what comes of the *** claim. 

      Please understand these circumstances as *** will take longer to respond than the time you have allowed me to respond. 

      Thank you,

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


    Ol'Factory Mercantile is NOT a BBB Accredited Business.

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