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:08/31/2022

  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 stainless steel honey pail on 8/23/22 from this company online. I had tried to order it on 8/22/22 but kept getting an error message. I did not get a confirmation. I next tried to order by phone but was told they weren't set up for that for retail customers. I finally gave up and tried again the next day, 8/23. I was able to order the pail and received an email confirmation on 8/23. However, the company sent me two honey pails which arrived the same day. When I called the company to tell them about the error, they said that the order on the 22nd had gone through (I received no confirmation) as well as the order on the 23rd (I did receive a confirmation). If I had gotten 2 confirmations, I would have known about the problem and called to cancel one. However, I did not. The company said I could return one pail but would have to pay return shipping from PA to ******. Further, they said would not refund the sales tax. I am requesting that the company either arrange to pick up the pail (this is a large item, 110 lb capacity, and I am 75 years old) or refund the postage. I also think the sales tax of some $10 should be refunded.

  Business Response

  Date: 09/01/2022

  Good afternoon,
  
  I am sorry to hear that you experienced trouble with your order! 
  
  The initial order(100086433) was placed via our website on Monday, August 22nd using an email address which contained a typo in the domain name, @gmil.com. This email was processed by our team and shipped out the following day per our shipping policies. Unfortunately, due to the typo in this email address, the confirmation email was sent but did not go through.
  
  On Tuesday, August 23rd. we received a second order (*********) under the same name with an email address that did not include the typo in the domain name. Acting in good faith, we shipped this order out as well.
  
  All retail orders for GloryBee products are placed online.  We do support customers via phone to troubleshoot difficulties with placing an order or to verify if an order was placed.  If, in the future, you decide to place an order with GloryBee again, you can expect a confirmation email to be sent directly after your order is placed.  If you have any concern with whether the order has gone through, please reach out to us via ************ and we are pleased to look the order up for you.
  
  Our GloryBee return policy states that the return freight cost is to be paid by the customer, and a restocking fee of 15% of the product price is charged. GloryBee does refund any applicable sales taxes when the product is returned. I apologize that this information was not accurately communicated to you. As we offered before, we are happy to waive the restocking fee for you.  You will, indeed, be refunded for the sales tax as that is our policy.  In addition, I would also like to offer you a refund for half the shipping fee that was charged on the duplicate order.  This will help cover cost of the return of the second order. The initial shipping cost for these orders was $44, so we will issue refund to your credit card for the $22.00 immediately.  Once you have returned the product, another credit will be issued for the price of the equipment and the sales tax.   We care about your experience with us and hope that extending this credit will provide adequate resolution for you.
  
  If you would like to discuss this situation over the phone,please give me a call at ************ ext. 257 at your convenience.
  
  Thank you, *******************************

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17808137
  
  I am rejecting this response because: My cost to ship this large pail back to Glorybee is either $100 ****** or $89 ****** ground).  I had asked the company to pay half the shipping cost but they offered only $22 to offset my shipping cost which will not be half, or even close to half.  They have a problem with their website as the first order went through despite giving me an error message.  If I had gotten a confirmation on the website that the order had gone through I would have cancelled one of the orders.  I am asking the company to pay 1/2 the return shipping of $89 which would be about another $22.  I am willing to pay $45 to return this pail that was shipped in error.  Alternatively, they can send me a shipping label from their shipping department and I will take it to Fedex.
  
  Sincerely,
  
  *******************************