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:07/10/2023

  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 a Droplette 1.0 device and Prescriptive Regimen: Radiant Detox subscription prior to leaving the country for a remote area in ****. Either due to *** misdelivering or losing the package, the original shipment was not received prior to delivery. Due to restricted and filtered Internet access on the Communist Island of ****, correspondence with Droplette and *** was never received. While out of the country, I was auto-billed for the Prescriptive Regimen: Radiant Detox subscription despite no longer being at the original shipment address to receive delivery.I would like to be refunded $435.56 for the below orders which were never received. Please note that I am a journalist with ******* in ESSENCE, the ************* et al who originally started testing the Droplette for a story. Without a remedy via refund (preferred) or reshipment, my only recourse I will be to write about this experience. Order ****** - $185.92 Order ****** - $79.00 Order ****** - $85.32 Order ****** - $85.32

  Business Response

  Date: 07/11/2023

  The customer ordered a ********************** 1 on March 11th, 4 months ago. She placed her order on a Saturday, a day that our fulfillment center is closed. Our team shipped her order promptly on Monday, March 13th. The order was delivered under *** tracking 1Z4257510307780192 and arrived to the address the customer provided, promptly, on March 16th. There were no issues with the *** delivery, as the customer has stated. Attaching the tracking history for reference.

  The customer did not reach out to us once she placed the order informing us of her trip to a country with limited internet, the urgency for receiving her order on a specific date, or the need to cancel or pause her subscription. As she mentioned, she is a journalist who is well aware of our monthly subscription model. There has been no communication from the customer until yesterday. The customer has now called us, 4 months later, stating that she left for **** prior to receiving her order (which was delivered within 4 business days) and no longer lives at the address in which she placed her order and had her subscriptions shipped to.

  As a courtesy we checked with *** to see if there was any recourse, and being that it has been 4 months, they informed us that we are not able to open a claim on her order(s). 

  The customer purchased a product at a heavily discounted price of $99. That product is now out of stock and discontinued. This is why we are unable to make an exception and replace the device for her. We offered to honor the discounted price for our new generation Droplette 2 at the same discounted price of $99 (which would be marked down from our current retail price of $199). Given that the customer has not communicated with us in 4 months and set up a subscription to an address that she no longer lives at, the next steps and ultimate resolution provided is below:

  1. Customer filed a police report with *** for her missing packages. We will cooperate with the investigation.

  2. Customer informed us that she has one order (latest order from July 1st) that she has in her possession. We have already initiated a return for this order. Once it is received we will be happy to refund her $85.32.

  3. Customer was informed that should she wish to purchase a Droplette version 2 (retails at $199) we would honor the same price from her original order from 4 months ago, the heavily discounted Droplette version 1 at $99.

  If *** is able to retrieve the original order from 4 months ago, we will be happy to make an exception outside of our 30 day return window and refund the customer for the order.