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:02/04/2025

  Type:Product 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.

  Date of Purchase: December 31st, 2024 Amount: $85.02 I ordered a sleep sack from them of the incorrect size and contacted them about returning it. I even placed a new order for one of the correct size. I took the sack out of the bag they shipped it in for less than a minute - long enough to look at the size and realize that I had ordered the wrong one. I contacted them about a return and they sent their policy and said that would qualify for a return or exchange. So I then paid to ship it back to them. However, weeks later they email me saying that they identified a "small pull" on the item and so it didn't qualify for a return or exchange and I would have to pay them to ship the item back to me or otherwise they will discard it after 30 days. When I questioned how that would be possible as it was taken out for less than a minute and placed right back in the bag and sent back - the response from their customer service was that they trust their warehouse workers to have handled the product with care and restated that I can either pay to have it shipped back to me or otherwise they will discard ***** return met all of the requirements for a return and they are refusing to provide me with my money back.

  Business Response

  Date: 02/11/2025

  Dear customer, we're truly grateful for your kind support, and we apologize for any inconvenience you may be experiencing on our return process.

  After careful review and consideration, we have processed the refund on our end as noted on our previous email, as we value your business with us.

  If there is anything else we can assist you with, please do not hesitate to contact us as we are here to help.

  Thank you for choosing gunamuna.

  We look forward to serving you again!

  Customer Answer

  Date: 02/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:01/17/2025

  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.

  I ordered the long sleeve sleep suit on Dec 4, on Dec 14 my package was delivered but it was a short sleeve sleep suit. I used it on my baby not realizing it was not the kind I ordered, then the zipper broke. I emailed Gunamuna on Dec 28 with pictures. They emailed me back on Dec 30 saying that they want to replace it for me and gave me an option of the different long sleeve sleep sacks. At this point I realized I had ordered the long sleeve and did not receive the long sleeve. I emailed them back the information they needed on January 3. Since then I have not heard back from them and have attempted to email them on Jan 3, Jan 6, Jan 9, Jan 13, and Jan 17. I have also left them a comment on one of their ******** posts and sent a message through ******** Messenger. I got an automatic reply on messenger saying my message was received, and my comment was deleted off their ******** post.

  Business Response

  Date: 02/03/2025

  Dear customer,

  Once again, we are truly sorry for any delay or inconvenience you may have experienced on your recent order with us.

  We're happy to know that the issue has been resolved with a replacement, and we are really grateful for your kind support and understanding.

  Please let us know if there is anything else we can assist you with.

  Thank you for choosing gunamuna.

  Sincerely,

• Initial Complaint

  Date:01/12/2025

  Type:Sales and Advertising 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.

  Dec 1 2024 an order was made. I emailed them on Dec. 9th to notify them I had not seen any movement on my package. They emailed back Dec. 11 saying not to worry it should be just a few more days as the Black Friday sale had been overwhelming for them. Understandable. I emailed again 17 days later, Dec 28, notifying them that there was still no package and clearly an issue. They replyed back Dec 30th saying this was essentially out of the control but still said wait a few more days and then they would assist with filing a a claim. Well I called the ************** and they were able to see that there was definitely a lost package and a claim should have been made weeks ago by the company. Told them on Dec 31 I would like to file a claim. Did not hear back from them until Jan 7 with a form to fill out for a replacement even though I had expressed my incredible frustration and I just wanted my money back. That was the last I had heard from them. So, in conclusion, they have stolen my money and have EXTREMELY poor customer service.

  Business Response

  Date: 01/13/2025

  Dear Customer, 

  We sincerely apologize for the delay in getting back to you and truly appreciate your patience as we work through this with you. As noted, your shipment was accepted by **** on December 16th. Please see the attached image for reference.
  As a small team, weve been diligently addressing a significant number of lost package claims, assisting each customer individually to ensure every issue is resolved. Rest assured, well prioritize your case today and proceed with either a replacement or a refundwhichever you prefer.
  Thank you for your understanding and support! Let us know how youd like to move forward.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair 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.

  On December 1, 2024 I placed an order with Gunamuna for some childrens clothing. Understanding its the holiday time the shipping said within 1-3 business days. Per the website, everything I ordered was in stock. There was no indication there was anything on backorder. After about a week on December 7, I inquired about any possible order status updates and on Dec 9th just asked to cancel the order. I received a response that Monday Dec 10th stating that theyre experiencing a high volume and referred me to their shipping policy. There was no indication that shipping was going to take much longer or given an estimate of how long it would take. She also stated that my order was being prepared for shipment. On December 16 almost a week later I received a tracking number with information stating that it shipped. Upon checking the tracking number each day, I noted that the package had not moved from Amesbury MA and contacted them again on December 23.I received a response from ********, who stated that she had checked herself and noted that it was apparently in the warehouse at the **** building and one of many packages that just havent been sorted yet. She also recommended that I wait 10 business days from the day of last update (December 16) to notify **** about a lost package. I waited an additional week and then contacted **** to help locate the package. It apparently is still in ********, ************* and my case was closed. I sent them that information on January 3 and requested that I receive a refund since they have done nothing to remedy the situation whether its a replacement of the items that they apparently shipped or a refund of the items I did not receive. I have yet to receive a response. I have asked my bank about a chargeback and they recommended that I try to remedy this with Gunamuna first. I just want a refund.

  Customer Answer

  Date: 01/19/2025

  I heard from them on January 9. They have acknowledged that the package is lost and wanted to replace the items. Asked me to click on a link to file a claim and filled it out. I responded on 1/14 asking for a refund and have heard nothing acknowledging my last email. 

  Business Response

  Date: 01/21/2025

  Thank you for bringing this issue to our attention.

  We are always aiming to provide a positive experience for our customers, and we strive to provide as much important information as possible in our website to allow our customers to have a smooth shopping experience with us. As noted on our shipping policy, while orders are typically processed 1-3 days after they are placed, this timeline is an estimate only and not guaranteed, especially during a launch or special promotions. The customer placed her order during our big Black Friday sale which required us additional time to process and ship orders.

  Their order was shipped on December 16th, and we have coordinated with the carrier on the whereabouts of her package around December 23rd. The carrier advised that they are currently having a backlog of packages and reassured us that their package is not lost. However, if there is no movement on the package after 10 business days, we may report the package as lost and file a claim on their behalf. 

  Our team has reached out to assist in filing a claim, and we have not heard from the customer to confirm if they have completed the claim form, or if they prefer a refund or replacement. While we are continuously improving our products and services to serve our valued customers better, we ensure that we will happily process a refund or replacement right away once we hear back from the customer regarding their preference.

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I received an email on 1/9 from an executive assistant at Gunamuna acknowledging that they were wanting to resolve this issue. I had responded to her executive assistant on 1/14 and 1/19 and had twice requested a refund as she has not responded to either of my emails confirming our decision and informing us when we could expect the refund. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 01/27/2025

  We're truly grateful for your patience and kind support in completing the steps for refund processing.

  Upon checking, the full refund is currently being processed on our end, and kindly note that refunds usually take 5-10 business days to reflect on the customer's account.

  A refund notification shall be send to the customer's email, and please let us know if there's anything we can assist with.

  Thank you.

• Initial Complaint

  Date:01/01/2025

  Type:Sales and Advertising 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.

  1. On December 10th I placed an order for a Forest Long Sleeve Sleep Bag in size 24 months, intended as a holiday gift.2. The order was not delivered by the expected delivery date during the holiday season, and they sent an email (3 weeks later) saying that they decided it was lost and they will replace it, BUT THE COLOR AND SIZE I ORDERED are no longer available. 3. After this , I sent a detailed email to their customer service requesting: - A replacement Dream Long Sleeve Sleep Bag in 24 months size - Gift card compensation for the inconvenience - Express shipping with tracking information 4. After receiving no response, I sent a follow-up email requesting urgent attention to the matter.5. To date, I have received: - No response to either email - No shipping information - No refund - No explanation for the delay I have made reasonable attempts to resolve this directly with the company. I am seeking:- Delivery of the ordered product OR a full refund - Compensation for the significant inconvenience caused - An explanation for the lack of communication Attached documentation includes:- Original order confirmation - My email correspondence with the company - Payment verification from my credit card Thank you for your assistance in resolving this matter

  Business Response

  Date: 01/22/2025

  Thank you for bringing this issue to our attention.

  We are committed to provide a positive experience for our valued customers like ******, and we're truly sorry for any inconvenience or delay our customer is experiencing on their recent order with us. Upon checking, while the tracking information displays "Pre-shipment", our warehouse shipped the customer's package on December 13th. We were advised by the carrier that due to the influx of packages in the holiday season, they were experiencing a backlog in scanning packages hence we required additional time to investigate the whereabouts of the customer's order. 

  We are working to continuously improve our products and services and ensure that we are able to respond to each customer inquiry as timely as possible, and we have processed the full refund and offered compensation in the form of a discount code for the inconvenience.

• Initial Complaint

  Date:12/11/2024

  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.

  I made a purchase with this company on 11/29/24. After a week it was apparent that the item had still not shipped. I did contact the company via email on 12/7/24 and they did respond on 12/9 that there was a delay but that the item had shipped. I was told to track the package on the app Route which I did. On the app however it has been stalled since then stating that the package was received and acceptance was pending. This has been there for days now and has not moved. I again attempted to contact the company via email but have received no reply as of yet. I did however contact **** to inquire on their end if there was an issue. I was informed by them that the tracking number I was given for **** was not valid and it was probably a scan.

  Business Response

  Date: 12/16/2024

  Dear customer,

  We received your inquiry on December 6, and as noted in our correspondence, during launches or special promotions like Black Friday, we do experience a higher volume of orders, which may cause additional processing time before shipping. We did ship your order on December 7.

  While we completely understand how frustrating shipping delays can be, please note that unfortunately, we have no control over delays caused by the carrier. This is also outlined in our company policy. Ive checked your order, and Im happy to let you know that its out for delivery today!
  
  For your convenience, I am attaching the link to our policies once more: *************************************************
  
  You can also see the tracking status of your order attached. 
  
  Thank you so much for your understanding, and please dont hesitate to reach out if you have any other questions! Thank you for choosing gunamuna.
  

  
  

• Initial Complaint

  Date:11/06/2024

  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 over a week ago and the company has not shipped the product and they refuse to answer any of my attempts to get ahold of them. So basically they stole from me and refuse to answer me.

  Customer Answer

  Date: 11/16/2024

  I HAVE heard from the business in response to my complaint BUT they have resolved nothing and seem to not be interested in resolving my issue. They also need to let customers know BEFORE taking and charging their credit cards that an item is out of stock and they dont know when it will be restocked. They are conducting inappropriate business.

  Business Response

  Date: 11/18/2024

  We appreciate you for bringing this to our attention as we are committed to ensure that our customers always have a positive experience with gunamuna.
  

  As stated in our shipping policy, orders are processed 1-3 days after they are placed, in the sequence they are received. However, kindly note that the customer's order (Order #****** is for a Dusky Lovey which is listed for shipment in December as noted in our website at the time of order. The customer is informed that while their order was placed on October 29th, the item they ordered is currently in backorder.
  
  The customer reached out to us on November 5th to inquire on the status of her order. Our team is working diligently to respond to all customers as timely as possible, and we were able to respond to her on November 6th to remind that the item ordered will be shipped in December. While we do offer refunds, we were unable to process one in this case because a chargeback was filed before we were able to successfully process the refund. Unfortunately, the system prevents us from issuing a refund if a chargeback has already been initiated.
  
  We would, however, be happy to issue a refund if the customer withdraws the chargeback, as this will allow the refund to successfully proceed.
  
  Thank you.

• Initial Complaint

  Date:07/03/2024

  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.

  Order was placed on 2/21/24 Received a defective sleep sack that had a strong perfume odor and smelled used. I am very sensitive and allergic to strong perfume or cologne smells. Tried washing it out twice and the odor did not come out. The sleep sack was $60. *****, the executive assistant, offered a replacement. 2 weeks went by and I did not receive a replacement. I followed up and ***** said they were out of the matching sack but could offer one in a different print. I was not interested and asked for store credit instead. The company completely ignored my emails after following up 5 times in April and the issue has still not been resolved. I also tried reaching out through social media instagram and my comments were deleted.

  Business Response

  Date: 07/03/2024

  Hello Tesa, 

  We  apologize for the inconvenience and the delay youve experienced with your order. We understand how frustrating this situation has been. 
  We are committed to resolving this for you. Despite the delay, we hope you would still accept a replacement. 

  Our team will reach out to you via email shortly to arrange the details and ensure you receive a satisfactory solution.

  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Tesa O

• Initial Complaint

  Date:03/16/2024

  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.

  Hello,I purchased a transition sleep sack 1.0 tog rating from this company for my child who was in this type of sleep sack at the time. Upon receiving the product, I simply tried it on my child to see if I liked the fit. Personally I felt that the arms were too snug and hard to get their little arms through. According to gunamuna they reviewed my item and deemed it non returnable because of a stain that must have happened in the 5 mins of trying it on my child (babies drool or spit up unexpectedly. I cant predict when this will happen but trying on their item tags still intact seems the product non returnable). They offered to send me the product back and after multiple exchanges back and forth this company has just completely ignored me and not even followed their return policy or options offered to me in returning my purchased item. So as it stands right now I have paid them money, asking for them to send my item back though its useless to use as my child doesnt fit in it at all anymore and they have continued to ignore me and keep my paid for item.

  Business Response

  Date: 04/19/2024

  Dear Better Business Bureau,
  
  I hope this message finds you well.
  
  Please find attached correspondence regarding a recent customer return matter. We received the returned items with stains and promptly notified the customer of the issue. Additionally, we reiterated our website policy, which clearly states that we cannot accept returns or exchanges for products that are not in their original condition or have stains. For reference, you can find detailed information on our website policy: **********************************************************
  
  Despite our efforts to communicate this policy to the customer, they expressed a desire for a refund despite being informed that they would not be eligible due to the condition of the returned items. The customer has explicitly stated that they do not want the items returned to them as noted in the screenshot provided. 

  We are also attaching of the returned items showing the stain. In accordance with our policy and procedures, we will be discarding the items in question. This practice is also clearly outlined on our website.
  
  We are committed to providing excellent customer service and adhering to our policies and procedures at all times. Thank you so much for your support and understanding.

• Initial Complaint

  Date:01/21/2024

  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.

  I made a purchase of 2 sleeping bags on Nov 29, 2023, and have yet received the items. I have tried to contact the website 2 times and received no response. I have no comment about their product as i have not yet received. However, I am confident to say that this business fails to deliver the products they claim to sell and has zero customer service. I would request this business to be 100% transparent on their stock and warehouse/logistic capability to their customers, refund all unfulfilled purchases fully and compensate for the inconvenience that it has caused its customers.

  Business Response

  Date: 01/22/2024

  Hello ******, 

  We sincerely apologize for the inconvenience caused by a recent system error that led to overselling. We want to assure you that the affected order was promptly cancelled and fully refunded on January 10.
  
  In light of this situation, we are extending a special discount to all customers whose orders were cancelled. We have just sent you a unique discount code via email, and we hope this helps compensate for any inconvenience.
  
  If you have any further questions or if there's anything else we can assist you with, please feel free to reach out. We appreciate your understanding and patience.