Complaints

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• Initial Complaint

  Date:09/24/2024

  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.

   
  Complaint: 22329371
  
  I am rejecting this response because:
  
  I'm attaching the policy as it appears on your website. How ambiguous to think that people will know they cannot open the product. I do have the product, in it's original packaging and condition. It's JUST AS EASY to assume you're talking about the remaining product (within a 30 day period) as it would be to guess I'm not allowed to open it for this policy to be valid. I'm sorry I "guessed" wrong, but your policy is not clear and should absolutely defer to the customer. Your unclear verbiage should be on you.

  A person relying on the peace of mind of a guarantee would NEVER BUY THIS PRODUCT if you clearly stated they cannot return it once they try it. So your guarantee is NOT a guarantee and there is NO WAY anyone could ever use it. You've made it impossible. Unless someone "over buys" and has a bunch of spare bottles (within 30 days?) which is just weird and not the normal scenario people look to a "try it and we guarantee it" scenario.

  That is wrong and I'm still going to push for a full refund.

  Thanks.

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

  d it back? That "policy" doesn't make any sense.I filed a complaint with my credit card on 9/23 and have followed up, but have got no response back other than automated stuff like "we got your message" and "you'll hear from us in 2 days"... ***** is usually great about resolving disputes over charges, so I'm not sure why they're not responding this time.Bottom line, this company is not honoring their policy and even if I can't get my money back (which I sure hope I can), they need to have this complaint filed because how they're doing business just isn't right. I took a risk on them because of their guarantee. It's all so ludicrous. It's sort of the same as if I purchased a "risk free" mattress and could get my money back if I didn't like it - only caveat is I can't sleep on it first. That's what **** is going and it's wrong.

  Business Response

  Date: 09/25/2024

  Hi *******,

  Thank you for bringing your concerns to our attention. We truly value all feedback and want to take this opportunity to clarify our policies and address your experience.

  We understand how disappointing it can be when a product does not meet your expectations, and we are sorry to hear that you were not satisfied with your purchase. However, we would like to clarify that our return policy has been clearly outlined on our website and within our terms of service. While we do offer a 30-day money-back guarantee, this applies to unopened products in their original packaging, as stated in our return policy:
  "Any product you return must be in the same condition you received it and in the original packaging."

  We encourage customers to review the return policy before making a purchase to ensure it aligns with their expectations. Our policy is designed to maintain product integrity and safety, as we cannot accept or resell opened items for health and safety reasons.

  To provide transparency, all important product information, including ingredients, usage guidelines, and customer testimonials, are available on our website. This ensures our customers have a comprehensive understanding of the product before making a purchase. We take pride in sharing real experiences and offering detailed information so that customers can make informed decisions.

  In response to your situation, you did reach out to us, and our team clarified our policy regarding opened products. We apologize if there was any misunderstanding, but we must follow these guidelines to ensure fairness for all customers.That said, as a gesture of goodwill and to acknowledge the inconvenience, we would like to offer you a 15% refund of the cost of your order. This is a one-time exception to our policy, and we hope it demonstrates our commitment to customer satisfaction.

  If the dispute with your credit card company results in a decision, we will of course abide by that ruling. Should you have any further questions or would like additional assistance, please do not hesitate to reach out to us.

  Once again, we apologize for any inconvenience and appreciate the opportunity to address your concerns.

   

  Sincerely, 

  Mimi- ********************* Team

  Business Response

  Date: 10/03/2024

  Dear *******,

  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify our refund policy and address your feedback.
  We understand that you're disappointed with the outcome of your recent refund request. While we do offer a 30-day money-back guarantee, our Refund Policy has specific guidelines that help ensure the safety and quality of our products. According to our policy, we are unable to accept opened items for refunds. This policy exists to maintain product integrity and health standards for all customers.

  Heres a breakdown of our refund guidelines as stated on our website:
  1. Products must be returned in their original packaging and in the same condition as they were received.
  2. Unopened items are eligible for a refund within 30 days of purchase.

  We apologize if this was not clear during your purchase, and we understand that it can be frustrating. Please know that we strive to be transparent with our policies and to uphold the highest standards for product safety.

  
  If you have any other questions or concerns, feel free to reach out to us directly at ******************* and we will be happy to assist further.
  We sincerely hope this clarifies our policy, and we are grateful for your understanding.

  
  Best regards,

  Mimi- FOCO Customer Service