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:06/09/2025

  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.

  This order ( ******) was placed on April 28, ********************* the order process, would arrive via **** within 5-7 days.The order was sent to ************************************************** *****, Station, ** - where I was staying at the time and preparing a chocolate order for an event.USPS noted the packed would arrive by a certain date and it never arrived.The order never arrived.I was told told that if and when the package arrived, to :refuse it and send it back and they would refund the difference without shipping fees (also unacceptable since the package never ********** was shipped and never arrived.When I contacted Shay & Company, I was told that there was a misunderstanding and that since I no longer wanted it, they took it back (when it was already in transit??) and refunded me $58.49.I have no idea what this is supposed to be for as the original purchase was for $90.93 and shipping was $16.22.I never gave permission for the company to take the product back; I had planned to use it for another event / time.I re-contacted the company and let them know I would be contacting the BBB.Thank you.Most sincerely ~~***** *******

  

  Business Response

  Date: 06/11/2025

  The customer placed the order online on April 28th at 658pm PST. She selected the shipping option of *** SurePost, which is a 7-15 day shipping time. Even *** ground is a full 7 days from ****** to **, and *** SurePost is even slower than that.

  We shipped her order on the 29th, the very next business day, via *** SurePost, her selected shipping method. That night she emailed that the shipping would take too long and to "take the cocoa butter back." We explained that she selected the slowest shipping method and we have no control over shipping. We put in an intercept with *** to return the package to us, based on the customer's email to "take the cocoa butter back." 

  As soon as we received the cocoa butter back via ***, which took until May 16th to get back to us. We refunded to her account the cost of the product minus the return shipping fee and the cost of shipping it to her. *** charges us to return boxes to us.

  Here is our return policy which is on our website under the *** page:

  Return Policy
  Due to the nature of selling raw materials meant to be used in skincare products, we are not able to accept returns or exchanges on any opened items.
  If we shipped you the incorrect item, we will gladly replace it or refund your account.
  If you accidentally order the incorrect item and you have not opened the container, you can return it to us within 15 days at your cost plus a 10% re-stocking fee, and we will refund or exchange your account.

  We did not charge her the 10% restocking fee as our policy states, we just charged the the shipping costs as those are costs that we endured due to her cancellation.

  We processed her order exactly as she requested and when requested we "take the cocoa butter back", we did then refunded the difference to her card. 

   

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23442978
  
  I am rejecting this response because:

  Honestly, this is as insulting as it gets and borders on harassment.

  I placed this order needing it by a certain date for an event. Two days after the order was placed (not the 'next day's as incorrectly states by the **** I received the notice that it would arrive on May 7, too late for my needs- - I would have already left the venue... and I contacted the company to request that the order be cancelled.

  There was no language of the delivery taking 7-15 days in the initial ordering process, as I would never have chosen that option - obviously.

  This language has changed on their website since my placing this complaint.

  What I received instead of a kind response, was a snotty, condescending and arrogant response of "and this is our fault?!" and an offer to simply refuse the package upon its arrival and they would take it back and credit my card minus shipping costs.

  Since A. I did not wish to have any further nasty communication with these people, I simply accepted the information and left it alone and set someone in place to receive the package upon the delivery date given (May 7)

  B. I decided to keep the product, and use it for some future event and not loose the shipping costs. As I understand it, this is my right as a consumer and customer. I was never given and information of an 'interception' or product retrieval or of return shipping costs on top of initial shipping costs. Shay ***** Company seemed to have made up their own rules as they went along and forgot to let me in on what the new rules were. There was zero communication about the fact that the package would not be arriving to me ... Only a note of a 'misunderstanding' after my inquiry on where the package was.

  This is a sham and a very dysregulating one at that.

  The person assigned to receive the package list time at work, as well.

  The initial cost of product was $90.93.

  I was credited for $58.49 for a product I never received and was treated very badly in order to try and discover information about.

   

  I am asking for the full refund of $90.93.

  I only used Shay ***** Company for this purchase as my very EXCELLENT and INCREDIBLE customer service go- to ********************** that I have worked with for over 9 years was temporarily out of the product. Shay ***** Company does not need to worry, I will not ever knock on their door again.

   

  Thank you 

   

  Most sincerely ~

  ***** Duhaime 

  CNNT CTT CWP CST CECST 

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

  

  Business Response

  Date: 07/01/2025

  
  Subject: Re: BBB - Complaint ID ********
  
  When you're at checkout, this comes up:
  
   
  *** see attached
   
  
  *****
   
  

  
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23442978
  
  I am rejecting this response because:

  The attachment is not my order, it has nothing to do with this complaint.

  Noone (not I, and I am the only one involved in ordering) authorized the order to be 'intercepted' and charged extra shipping.

  I was instructed to 'refuse the order upon receipt' and mail it back to 'Shay ***** Co'.

  I made the choice, as a consumer exercising my consumer rights, to keep the order once it arrives as to not lose all of the shipping costs.

  This company has displayed a hostile attitude and terrible customer service from the get go.

  I am asking for compensation for the shipping costs and product that I ordered and never received.

  Period.

  Why is that so difficult for them??

  Terrible terrible company.
  
  Sincerely,
  
  ***** *******