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:05/27/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 received a product that contains lavender that I'm allergic to. The website doesn't promote the product clearly to indicate this ingredient. They will not accept a return or offer a refund.

  Customer Answer

  Date: 06/21/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Bask & Lather LLC regarding complaint ID ********.
  
  Sincerely,
  
  ******** ********
  

• Initial Complaint

  Date:05/20/2025

  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.

  I ordered $112 worth of products on May 11th. The website claims products will ship in five days. I emailed customer service. No shipping date was provided. It was vague answer about fulfilling sale items first. I emailed Bask and Lather today. No answer. I want a refund. I received an automated email yesterday. Asking how I'm enjoying my products.

  Business Response

  Date: 05/20/2025

  Dear ******,

  
  Thank you for bringing your concern to our attention. We truly value your support and understand how important timely delivery is.
  Due to an unexpectedly high volume of orderssignificantly more than projectedour order processing times temporarily increased. This delay was communicated on our website during the ordering process to keep our customers informed.

  
  That said, we understand your frustration and, in an effort to resolve the matter quickly, we went ahead and canceled and fully refunded your order.

  
  We sincerely apologize for the inconvenience and appreciate your patience and understanding as we work to improve and scale our operations to meet increased demand.

  
  Warm regards,
  Bask & Lather Co. Customer Care Team

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

   

  I received my refund 

   Thank you for your help!

  On May 20, 2025 8:28 AM, Better Business Bureau <*******************************************************************************> wrote:

  
  

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

  
  

• Initial Complaint

  Date:05/09/2025

  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.

  I ordered 3 items on 4/26. Somehow the zip code was auto changed to ***** instead of *****. So, my package was sent back. I asked if they would return it and they requested that I pay for shipping again although it was not my fault. So I agreed. They sent an invoice that wouldn't allow me to pay it because one of the items were sold out. So I emailed and just asked for a refund and they refused. I asked for 2 days to send another invoice for shipping and have received no response. The email trail is attached.

  Business Response

  Date: 05/09/2025

  We appreciate the opportunity to address this customers concerns.
  Upon review of the email thread and order history, the package was returned due to an incorrect zip code (***** instead of *****). While we understand this was not intentional, our policyclearly stated at checkoutrequires customers to cover the cost of re-shipping when an order is returned due to address errors. Despite this, we did attempt to send a reshipment invoice; however, one of the items became unavailable due to being on backorder, which caused a payment issue on the invoice.
  As our policy states, we do not issue refunds for any orders that have already been shipped. That said, we are committed to customer satisfaction and have offered the customer store credit to use at her convenience. Additionally, if she prefers, we are happy to resend the order once the out-of-stock item is available. Please note that processing takes 57 business days, followed by 35 business days for shipping.
  We truly value our customers and strive to resolve issues in a fair and policy-aligned manner. We hope to resolve this to the customer's satisfaction and look forward to her response.

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  My package is to be delivered May 16.
  
  Sincerely,
  
  ****** ***** *************************************

• Initial Complaint

  Date:05/08/2025

  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 have tried to contact this business since 5-1-2025. I place an order, with expedited shipping. The order was due in 3-5 days. The order originated from Carol Stream, **, which is 43 miles from my home. As if 5/7, the order is sitting somewhere in ********. I have tried more than 5 times to contact the company, to no avail.

  Business Response

  Date: 05/20/2025

  Dear *******,

  
  Thank you for your feedback. We take all customer concerns seriously and appreciate the opportunity to clarify the situation.
  You previously contacted us regarding a lost shipment, and we promptly assisted by filing a claim with the carrier and taking all necessary steps on our end to help locate the package. Thankfully, the package was ultimately retrieved and delivered to you.

  
  Despite our efforts, we understand you remained unsatisfied and requested to return the products. As stated in our store policyclearly outlined at checkout and on our websitewe do not accept returns or offer refunds for shipped and processed orders due to the nature of our personal care products.

  
  However, in an effort to resolve the matter respectfully and go above and beyond our stated policy, we issued a full refund for your order. Please note that we have not received the returned products to date.

  
  We value every customer and always strive to provide fair and transparent service. We hope this clarifies the actions weve taken to address your concerns.

  
  Sincerely,
  Bask & Lather Co. Customer Care Team

  Customer Answer

  Date: 05/20/2025

  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:

  [I am closing this matter, as I opened a dispute with Discover, who reversed the charges. You did not do anything and I resent your implying that you did. Discover told me what they did. As you stated in your email to me, you were not going to refund my money, even though I did not have the items. You were offering me an in-store credit!

  If you want to dispute my statement, I will be more than happy to upload the receipts (emails). ]

   

   

   

   

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

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

• Initial Complaint

  Date:07/09/2024

  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 have been a customer for a little over 2 years I even had an subscription I went on my profile and updated my new address which they originally sent a replacement because I updated my address and it still went to an old address then about 2 weeks later the same thing happened again and when I reached out multiple people went back and forth with me and told me to contact the post office. I did since it was already delivered to the wrong address they were unable to help. My issue was escalated and they said it was my job to maintain my address I advised them that I did they then began to tell me that I was lying and there records showed I went on the website and never updated my address I then sent screen shots of what I had done they then said they will not resend my package not give me a refund and that my ***** was just gone. This is a poor way to treat a loyal customer for years. I reached out to someone else and they told me is management wont help you then neither will I. Just horrible

  Business Response

  Date: 07/24/2024

  Dear Customer,

  
  I sincerely apologize for the inconvenience you've experienced with your package being sent to the wrong address twice, despite your efforts to update your address. Upon review, it appears that the changes you attempted to make in your account were not reflected.

  
  As a gesture of goodwill, we sent a one-time courtesy replacement for the initial lost package. However, please note that it is the customer's responsibility to ensure that their account details, including the address, are up to date.
  

  We are committed to resolving this issue and would like to offer our assistance. Please contact us by phone and ask to speak directly with a manager so we can address your concerns promptly.
  Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.
  

  Best regards,
  

  Customer Answer

  Date: 07/31/2024

  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:

  [Your Answer Here]

  I have not rejected I called and sent other messages I was told somebody from the staff would call back and email me back nobody has done anything. Somebody messaged me off their  instagram business page assuring me that someone would reach out and they want to make it right I followed up 3 more times and nothing was done. 
  
  All I wanted was my product or my refund they refused to do both I have the chain of messages to prove this. 
  
  **** **** ***** **** *** ******
  *
  **

   

   

   

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

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

  Business Response

  Date: 07/31/2024

  Hi **********,

  We ask that you please reach out to our office and speak directly to our management team. 

   

  You can contact us at ************.

   

  We would love to have the opportunity to make this right for you.

• Initial Complaint

  Date:01/16/2024

  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.

  I brought hair products, 1 of which looks expired. I sent pictures of said to the company. They refuse to replace said item.

  Business Response

  Date: 01/16/2024

  We have ensured the customer, Our product is formulated with all-natural ingredients, including **** butter. In colder temperatures, the **** butter may solidify, causing crystallization throughout the product. To dissolve this, simply rub the product between your hands before applying.

   

  We have issued a courtesy replacement for customer. 

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Cyber Monday I ordered about $71.00 in products from this company. After a few days I got no shipping information so I reached out. They advised there was a delay in orders containing edge control. The pointed out it was noted on the site, I said ok no problem and asked if I could just cancel the edge control a dnger the rest of the order. They said no and still could not give an estimate on when my stuff would be shipped. They stated maybe Monday pass but there was no guarantee. Monday is gone a d the items are still not shipped. I am leaving in a few days to return to my country and I just want a refund at this point. They are not trying to work with me.

• Initial Complaint

  Date:11/22/2023

  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.

  I ordered my son 2 ***** oils, 2 ***** oils, 2 hair exlirs. I had the insurance and my package was returned back to the company and I never received my money back and ******* never sent the package back out. I did have the insurance on the package and that is why she wouldn't ship it she didn't believe I had insurance. My order number is *********

  Business Response

  Date: 11/22/2023

  To whom it may concern,
  I hope this message finds you well. We wanted to provide an update regarding this matter. The customer reached out to us, stating that their package was returned due to an incorrect address. Per our policy, the customer is responsible for the reshipping cost.
  However, the customer expressed reluctance to cover the reshipment fees, and we have been awaiting their response. In an effort to resolve this matter promptly and maintain customer satisfaction, we have decided to resend the package free of charge.
  We appreciate your understanding and cooperation in this matter.

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  I received a replacement order from the business. I am satisfied with this outcome. 
  
  Sincerely,
  
  **********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/21/2023

  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 placed an order with Bask & Lather on 7/7/23. The items purchased are as follows: XL BALM- Stimulating Scalp and Hair Balm 1 $29.99 *************** 1 $22.00 STRONG HOLD- THICK EDGES- EDGE CONTROL 1 LARGE SIZE 5.3 OZ EDGE CONTROL $15.99 BALM- Stimulating Scalp and Hair Balm 1 $18.99 JUMBO Scalp Stimulator 1 $37.99 Subtotal $127.95 Shipping $0.00 Taxes $10.31 Total: $138.26 USD I first began using the balm and the hair elixir oil. I didnt notice any particular concerns but stopped using both items because Id changed my hairstyle to locs and, began using products to support that style. However, I continued using the edge control gel. Ive used it consistently in one particular area of my head (the front hairline) everyday until recently when I noticed that instead of hair growth (it was already thin in that area-see photo though its not so apparent in this photo) it was appearing bald and discolored (what looked like vitiligo). I reached out to the company over the weekend for a refund and received the message below basically stating oh well, I shouldve conducted a patch test. This problem occurred over a short time. A patch test would not have revealed my particular concern. I just want a full refund as I dont trust any of their products. Received on 8/21/23 ** ************ *** *** ******** *** ** ** ********* **** ******* ** ****** ******* **** * ***** **** ** ********* ***** ** **** ***** ************* ****** ** ******* *** ******* **** ** ******* * ******* ** *** ***** ****** ****** **** ** ** *** ****** ******* ** *** ** *** ********* ***** ******** ***** ****** ** ***** ** ********* *** *** ************** ********** ******* **** *** ********************** ** ***** ** *** **** ** ***"

  Business Response

  Date: 08/29/2023

  This customer claimed that she was having a reaction to the products purchased and requested to return them. Due to the nature of the products, we do not accept any returns to our warehouse. This is listed in our store policy, and customers must agree to all of the terms and conditions prior to completing the order. As she placed the order, we know that she agreed to follow our store policy. Additionally, we also state that customers perform a patch test prior to use. The message from the customer made it clear that she has not performed any patch test. Again, this is stated throughout our website. We let the customer know that we're unable to accept returns and that a patch test should have been performed. 

  Customer Answer

  Date: 08/30/2023

  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:

  [Your Answer Here]

  As I explained to the business, I've used ALL of the products. A patch test would not have revealed this problem. The issue with which I am dealing is not relevant right away. I only noticed it after several weeks of use. Still, I'd like a refund for that product. It's the least this business can do I feel.

   

   

   

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

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

  Business Response

  Date: 08/30/2023

  As the customer has stated, the products were used without a patch test performed. Due to the nature of our products we do not accept returns to be able to provide a refund. Again, we apologize for any inconvenience.

  Customer Answer

  Date: 08/30/2023

  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:

  [Your Answer Here]

   

   

   

   

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

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