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:05/28/2024

  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.

  I ordered a bath bomb press along with 2 additional molds on 4/27. On 4/29 I got an email stating my order had shipped. For a week it kept saying label created but nothing else. I reached out thru email and was told they were moving warehouses and my press would be shipped no later than Wednesday of the next week which would have been the 8th of May. So they created a label knowing it was not ready to be shipped. Two weeks went by, I called and left voicemails and never got a response back about when my item would ship. Finally in the 18th my label said it would arrive on May 20th. I received the press along with the additional molds. I used one of the additional molds which was a 1 inch round mold and it was cracked on both sides of one side and a chunk missing from the other after one use. This mold costs $175 and didn’t even last 1 use. Reached out again by phone and email and have not received a response and this was on the 23rd of May. I would like a replacement and partial refund atleast for the trouble and the terrible customer service.

  Business Response

  Date: 05/29/2024

  Sorry for the damage that has occurred on this mold. We will get replacement inserts sent out ASAP and provide a $50 refund for the delay. I hope you find this reasonable. 
  
  

  Customer Answer

  Date: 05/29/2024

   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.

  It Shouldn’t come to this in order to get someone to respond to a customer. 

• Initial Complaint

  Date:05/28/2024

  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.

  I purchased a bath bomb press and mold on May 7 for $899. On May 9, he sent a UPS tracking number for the order. On May 20, I reached out to the owner via email and phone because the order still hadn’t been shipped. No callback received. On May 20, he sent me an email stating that it should be ready by May 22. It’s now May 28 and it still has not been shipped. I sent another email on May 27 and have not received a response yet. At this point, I am asking him for a refund because I am a small business that is behind in production. The website states a 1-2 day ship time which is obviously not the case. This is not acceptable.

  Business Response

  Date: 05/29/2024

  I'm extremely sorry for the delay on this. The shop went through a big move recently and it put us a bit behind. On top of that we had a parts order arriving that were shipped to the old address by mistake which is the main hold up at this point. These parts are set to arrive today and we will be getting all backorders out today and tomorrow. I will be happy to expedite this order Next Day if you would be willing to keep the order. Thanks in advance for your understanding.

• Initial Complaint

  Date:05/13/2024

  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 placed an order with Bath Bomb USA on 5/2, paid for the item and received a confirmation email. The website stated that the item would be shipped within 2 days. On 5/10, the item had not shipped so I sent an email to the company. Understanding that it was a Friday, I allowed for the weekend to receive a response. At this time, 3:08PM I have not received a response from the email. I went to the website and went to the chat option which states "we respond immediately" and asked for a refund. I received an automated response which said that a representative would contact me within a few minutes and it has been 30 plus minutes and I haven't received a response. Looking at the BBB complaints this seems to be a constant with this company. Therefore, I am requesting a expedited refund on this item.

  Business Response

  Date: 05/20/2024

  This item was available for preorder. Stock has not been received yet. We have canceled the order and issued a refund. 

• Initial Complaint

  Date:03/24/2024

  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.

  Order a bathbomb press for my wife on 11 March 2024 (fast 2 day shipping) for my wife as a gift. On the 19th I reached out via email because no one answers phones at that company. **** ****** replied that they had missing parts. And somehow the company website says they have "many in stock".
  Today is the 24th and the tracking still says label created. This is absolutely ridiculous for the amount I paid.

  Business Response

  Date: 04/04/2024

  This order was shipped on 4/2 and is set to deliver on 4/4. Sorry for the delay on getting this out. ******************

• Initial Complaint

  Date:02/11/2024

  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 purchased a bath bomb press and 3 molds on January 8th. On January 12th I received an email saying my items have shipped. To date this has never shipped. They created a shipping label but have never mailed the items. I have emailed several times and have occasionally received a response. Ive called multiple times and only once did anyone answer. I was told it would be shipped that day and yet it never was. This feels like an incredibly fraudulent business at this point, especially having read the other complaints that so closely resemble my experience. I believe contacting bank and reporting this as fraud is my only option at this point. Its unfortunate I didnt read the business reviews prior to making this purchase. As a small business I was relying on this to fulfill orders.

  Business Response

  Date: 02/12/2024

  We have been in communication with the customer and stated that we ran into some supply issues with some parts to build her machine. We totally understand the frustration and will be processing the refund. We want to express our sincerest apologies for the inconvenience. 

• Initial Complaint

  Date:09/19/2023

  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.

  Order #**** was placed on 7/15/23. I received an order confirmation email. The site says they ship within days, so I was surprised when I did not receive a shipping communication until 8/11/2023 when I was alerted it was out for delivery. In the meantime, I had contacted Bath Bomb USA on a couple of occasions asking what was going on. Very slow to respond and **** when they did. I unpacked the box and everything looked good. My custom mold looked good. Since we were in production on another product, it was a couple of weeks before I began prepping to make the bars. The custom mold didn't fit. I contacted **** and he said that the lower metal dowel was supposed to set through the bottom plate but it wasn't. I had to send videos. He said send it back and I'll work on it or I'll send you a piece to make it flush. I opted for the piece on 9/7/23. He never replied to my selected option, so I sent him a chat on his site. He said he'd get it out ASAP and that he'd received my email. That's the last I heard from him. I've sent three emails and five or six chats to which he won't respond. Today, I'm attempting to make my own fix, but the top metal pin/dowel does not fit the presser piece of my custom mold. Mind you, the custom mold isn't returnable -- it should be since it doesn't fit the press and is useless to me until it does. I spent $650 with the company and have nothing. The entire experience has been stressful, wasteful, and honestly shocking. I have never in my life experienced such terrible customer service. I would send it back and wait for a refund, but I am certain I will not get it. He has ghosted me.

  Business Response

  Date: 09/19/2023

   I sincerely apologize for any frustration or inconvenience you may have experienced. Your satisfaction is of utmost importance to us, and we are committed to making it right. If you would like to return the press for a full refund I will honor that as well as refund you the cost of the custom mold. You can keep the mold as well for the troubles. 
  
  
  
  Please confirm how you would like to proceed. 

• Initial Complaint

  Date:09/11/2023

  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.

  Ordered press in July, eventually received my package on 26/08/2023 but 2 extra molds that I payed for not included. On the invoice it showed back ordered. Sent a email informing company. ** **** ***** replied on 28/08/23 "Im sorry about that. I can send them out for you now or issue a refund if you would prefer that. " I need them so requested that they send it with courier service like ****** as the postal service is shockingly bad and to ************ this method take forever. ** ***** did not reply in anyway. I then attempted the chat service on their website and also ******** messenger to no avail. Not being funny in my currency these items is a huge expense. Anybody have any advice for me please????
  
  Bath Bomb USA Response
  09/05/2023
  
  I have been in contact with the customer and we have agreed to send the items to ************ via ***.
  
  This was on 09/05/2023. Today order still shows as unfulfilled. Can this really take a week to hand 2 small things to ***? Will never buy from this company again nor recommend them to anyone ??

  Business Response

  Date: 09/21/2023

  These items have been deliver to ***** ****** to the customer. See image attached.

  Customer Answer

  Date: 09/23/2023

  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.

  Although I received my order from them I still feel that it was totally unnecessary that I had to complaint to you regarding the poor service.  As I mentioned I will never buy from them again or recommend them to anyone.

  BBB thank you very much for your assistance in this.

• Initial Complaint

  Date:07/26/2023

  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 placed an order with Bath Bomb USA on 7/2/23. The website states that product will be shipped within 2 business days.
  
  On 7/6/23 I had not received any communication about shipping which is very unusual these days and therefore called and emailed the company, they did not pick up the call and it went to voicemail. I left a voicemail and did not get a callback. On 7/7 I got a notification that the product shipped. However upon checking, just the shipping label had been created and this product had not shipped at all. It has stayed in this state for weeks without actually being delivered to UPS.
  
  I have called this establishment multiple times and sent many emails without any response. However I see the company posting on social media almost every day. My last email requested a refund and again no response.
  
  I have received no product, no refund, no communication from this company at all. This company is deceitful and fraudulent, taking peoples money, not sending the product and not providing any communication. This is evident by all the reviews on BBB as well.

  Business Response

  Date: 07/26/2023

  The refund has been processed to the customer. We reached out to the customer and advised we would have the order ready but the requested the refund. I explained to them that were experiencing some supply chain issues that caused the delay.

  Customer Answer

  Date: 07/27/2023

  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.

  That said, this business should not be in operation as it is fraudulent. The owner only responded once BBB reached out to them, they never responded to any of my other requests. This is a pattern based on all the complaints filed by other customers.

  They have time to post on social media daily when they have no product to deliver. There are no supply chain issues, I get product from ***** within 3 weeks now. Fraudulent business that should be closed.

• Initial Complaint

  Date:02/01/2023

  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.

  Hi.
  
  I ordered a bath bomb mold on Jan 16th. A shipping label was created on Jan 17th. It is feb 1 and it has yet to be handed to the UPS.
  
  I did send an email and got no response. Yesterday I left a message and got no response. This is not the first time this has happened. Last time they said it was supplier issues. But the same as last time they didn’t tell me. I would have been more than happy if they would have contacted me right away when they knew this.
  
  But yet again, no response.
  
  Please send me my product.
  
  I have given you over $1000 of my money. You would think, after I keep ordering stuff from you, that you would treat my company with respect.
  
  As I respectfully gave you a week to hand over the mold to the UPS before contacting you, PLEASE send me the mold I paid for.

  Business Response

  Date: 02/02/2023

  We apologize for the delay on shipping the mold. We have just received a shipment from our supplier on 2/1/23 and the back order is going out today.