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:03/05/2025

  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 recently placed an online order with Pretty Well Beauty for baby care products. One of the items I received, a 2oz tin of ************* Baby *** Balm, was clearly expired. The expiration date was August 2023, meaning it had been expired for over 18 months. This was alarming, as the product was meant for my infant son.When I contacted Pretty Well Beauty, the CEO, ****** *******, insisted the product was not expired. She claimed the date was a "harvest date," a common practice for brands from ******* and *************. I found this suspicious, having used the same product since 2021 with the date always signifying the expiration *******. ******* changed her story when I pointed out other items in the same order with a 2026 expiration date. She claimed the brand had recently updated its labeling to "reflect US standards," still refusing a refund. Worried about the health risks of using an expired product on my baby, I contacted ************* directly. They confirmed the date was indeed the expiration date.Despite this evidence, *** ******* refused to take responsibility. Her actions show a disregard for customer safety and ethical business practices. I am disappointed that a company would prioritize profit over the well-being of infants. I have all the email correspondence as evidence.

  Business Response

  Date: 03/06/2025

  Hello,

   

  This customer sent in a complaint regarding the date on the back of one of the ***'s they purchased.  I shared that it's a commonplace practice that many countries utilize when labeling their products. Our products and brand we work with come from all over the world.  In this case, the harvest date was issued.  In fact the date on the back of the products do not indicate a expiration with verbiage that states that which I can see how that may be confusing for a consumer.  In the end, I let the customer know that I would be happy to issue a refund for the product in question and they are welcome to return to **.  The customer never responded to that offer and instead decided that they would launch a smear campaign against myself and my company which has been operating for more than 6 years without anyone ever having complaints of this nature or aggression.  Outside of the customer returning the product and receiving a refund for the 2 oz baby *** balm, there isn't anything more I am able to offer.  

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear **** ****** *******,
  
  You claim that the date on the product is a "harvest date," a common practice in other countries. However, I contacted Tierra & Lava directly to confirm the meaning of the date, and they explicitly stated that the date on the product is the expiration date. This critical piece of evidence, which has been submitted to BBB, directly contradicts your claims and demonstrates a clear attempt to deceive me.
  
  Furthermore, your claim that I have launched a "smear campaign" against your company is unfounded. My actions have been solely focused on seeking a resolution to this issue and protecting other consumers from your unethical practices. Providing factual information about my experience is not a smear campaign.
  
  It is important to note that it was you, not I, who ceased communication. My last email, sent on March 3, 2025, was not responded to.
  
  While you offered a refund for the product upon its return, this does not address the seriousness of the issue. This is not about the monetary value of the product itself. I incurred additional costs, including international shipping and customs duties, and I am not seeking a refund. More importantly, this is about the principle of the matter and the potential risk to infant health. I am outraged that you were willing to put my infant child's health at risk and act as if it is nothing. Your willingness to sell an expired product, and subsequently lie and deny the expiration, is unconscionable.
  
  Therefore, a mere refund is insufficient. My aim is to ensure that such a dangerous disregard for customer safety does not happen again. I will not accept anything less than a written public apology that acknowledges your error and outlines the steps you will take to prevent future occurrences.
  
  
  I urge you to reconsider your position and take responsibility for your actions.
  Sincerely,
  **** *******
   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/09/2025

  Dear ****
  
  Thank you for bringing this matter to our attention, and I want to sincerely apologize for your experience with Pretty Well Beauty. Im deeply sorry for the distress and concern this situation has caused youespecially in relation to a product intended for your infant son. As  someone who takes health and safety very seriously, I understand how unsettling it must have been to receive a product with labeling that caused confusion and concern.
  
  
  When you first reached out, I truly believed the date on the tin referred to the harvest date, as this is what had been communicated to us by the brand in the past. However, upon your follow-up and further investigationincluding confirmation from Tierra & Lavait became clear that the information I provided was incorrect. For that, I take full responsibility. I should have paused, taken a step back, and verified all the facts before replying with certainty.
  
  
  Our mission at Pretty Well Beauty has always been rooted in trust, transparency, and careespecially when it comes to the safety of our customers and their families. We fell short here, and for that, I offer my sincere and heartfelt apology. This experience has prompted us to review and tighten our internal processes around inventory checks, product labeling verification, and how we handle customer concerns, particularly when health is involved.
  
  
  Im grateful that you took the time to advocate for your childs well-being and to share this feedback so we can grow and do better. Please know your voice matters deeply to us. While a refund may not be your priority, Id still love to offer you a gift as a gesture of goodwill and a small step toward rebuilding trustshould you feel open to it.
  
  
  Again, thank you for holding us accountable. Were committed to learning from this and ensuring such an issue does not happen again.
  
  
  Warmly,
  ****** *******
  ******* * ***
  ****** **** ******