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:02/03/2025

  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 contacted this company in regards to their product causing severe burns and rash on my face. They did not respond. I sent them 2 customer complaints from their website. Their products are dangerous.

• Initial Complaint

  Date:12/08/2023

  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 received two products that smelled bad. I contacted the seller right away. I provided the information they requested. Then they told me too bad, they didn't get any other complaints and they don't refund or exchange. However, on their own website reviews, people complain about the bad smell. Therefore, I am not the 1st person to complain about it. I originally asked for an exchange; now I would just like my money back. Very frustrating.

  Business Response

  Date: 12/20/2023

  To whom it may concern:

  We are a small business and have a strict no return/refund policy that is clearly stated in our purchase terms and conditions. Every customer must agree to these terms and conditions prior to making a purchase. I have attached a screen shot of this as it appears on our website. 

  However, if a customer receives a defective product we will replace it. Of course, we have a standard operating procedure when it comes to replacing products that customers claim are defective. That SOP was followed in this case and the claim was deemed invalid which is why the decision was made not to replace the products for the customer in this case. 

  Here are the details for your information: 

  This customer sent the following emailed stating that the products that she ordered "smell bad":

  **** *********
  email
  
  12/08/2023
  Hi, I received my order, but the items smell bad. I have ordered these items before, and they smelled great. Can you replace them with new, good-smelling ones? Otherwise, I need to return the items.

  We promptly replied requesting the information we need to determine if a product is indeed defective. It is also worth noting that the prior purchase the customer refers to was 6 years ago. 

  ********
  email
  
  12/08/2023
  ** *****
  
  
  Thanks for your order! I'm sorry you think the items don't smell like usual. We haven't heard any other cases of this. Which items don't smell correct? Can you please send us a picture of the product and/or let us know what the lot number info is on the bottom of the jar? That way we can investigate on out end for you.
  
  
  Stay Smooth~
  
  

  The customer replied with the requested information:

  **** *********
  email
  
  12/08/2023
  I ordered the strawberry body and green tea body. It has a hint of a good scent but a bad after scent. I even asked someone else to smell it without telling them I thought it smelt bad, and they told me it had a funky smell. The Lot number for the Green Tea body is ********* and the lot number for the Strawberry body is **********

  At this point we had our production manager check the samples we kept from these batches to determine if there was a problem with the scent. per our SOP. The samples from the batch in question smelled perfectly fine. It is worth noting that both of these products are best-sellers for us and we received no other customer complaints about the scent of these products. 

  We responded to the customer informing her of the finding:

  Caroline
  email
  
  12/08/2023
  ** *****
  
  Thanks for sending this info over for us! We had our team smell the samples from the batch and everything smelled totally normal and great! We also haven't received any other complaints about these batches. Because of this, we unfortunately will not be able to replace these items for you. Also, per our terms and conditions that you agree to when you checkout, we do not accept returns or exchanges on the products.
  
  
  Please let us know if you have any other questions and have a great weekend!
  
  Stay Smooth~

  The customer sent the following response and then proceeded to post 2 negative reviews and filed the complaint I am currently responding to. 

  **** *********
  email
  
  12/08/2023
  wow, horrible service. I will never order from the company again.

  Scent is perceived differently by people. This is particularly true since COVID. The changes to people's sense of smell post-COVID infection are well documented. Since we followed our SOP for products that customers claim are defective and the products purchased by this customer were deemed in top condition and since this customer agreed to our purchase terms conditions which clearly state that all sales are final, this complaint is unfounded. 

  it is an unfortunate reflection on our society that people feel so entitled that when they don't get exactly what they want from a company - regardless of the circumstances - they immediately try to make it the fault of the company. Our service was not horrible, this customer simply did not get what they wanted. 

  I am happy to provide any further details or information you may require.

  Sincerely,

  **** *****

  Co-Founder, Simple Sugars Skincare

   

  
  
  
  
  …
  
  

  Customer Answer

  Date: 12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  I find it unprofessional that the co-founder is calling me "entitled." FYI co-founder: not great service by calling a customer "entitled" when they tell you there is a problem. You should listen to your customers and make it right. You cannot say that people don't complain of the smell because after you said I was the only person to complain of the smell, I reviewed posted reviews and saw that other people complained of the smell, so I am not the only person who complained about it. I promptly notified the company and answered all of their questions. I did not ask for something for free, I just asked that they provide (exchange) a proper product since I paid for the items. My review is true and complete, and I think it is crazy to blame Covid for this issue. If you believe in your product, you shouldn't have a clause that states no refunds/exchanges. That shows that you are not confident in your product and needed to make this clause because so many people wanted to return your items. I will continue to let people know of this horrible experience and how the co-founder called me "entitled" for asking for an exchange of a product that smelled horrible. 
  
  Regards,
  **** *********

• Initial Complaint

  Date:02/28/2023

  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 placed an order under my name and my credit card information. I have found out that my elderly grandmother (in her best interest) thought it was a good idea to call and change my order without my permission. I called them and asked that it not be changed as well as ask that no further information was given about my orders to anyone but me. The lady I spoke with identified as the co-owner VP and was very unprofessional and rude about allowing someone to change my order and know information about me. I emailed them to explain my predicament and how I was treated to then receive a very rude and accusatory reply blaming me for everything. The unprofessional manner is laughable. I am 100% okay with my call (if it were recorded) to be shared to show what actually was said and happened. In the emails she attempted to write the following lies: 1. I was aggressive and accusatory. (The person next to me agreed I was not in the wrong and had a very professional tone the entire time. In fact, she was these things to me.) 2. The package had already left. (She told me on the phone it was still there when I called). I hope even a shark (shark tank) wouldn’t want to do business with someone so unprofessional. If anyone wants their information or items changed without their knowledge, or personal information given out, do business with simple sugars!

  Business Response

  Date: 03/31/2023

   On Feb 26th ******** ******** placed an order on our website for 1 Strawberry Facial (on subscription.) Since this order was placed on a Sunday and we are not open on weekends, the order was not fulfilled until the following day, Monday Feb. 27th. One Monday morning I took a call from ******** ******** who told me that her granddaughter had placed an order and she wanted to be sure that she had ordered the correct product. She gave me a thorough explanation of her granddaughter's skin issue and based on what she told me I informed her that there was a better choice. I would like to mention that this is a common occurrence. We frequently get calls from parents and grandparents who call to get a product recommendation for their child or grandchild, so it did not strike me as odd that ******** was calling to ask about a product for her granddaughter. 

  I told her that I could check to see if the product had shipped yet and if it hadn't we could switch it our for her granddaughter. This is not something we usually do since once an order is placed it is final per our purchase terms and conditions, but I was willing to make an exception to help her get the correct product. I told her that I would check on the fulfillment status of the order and call her back. I want to be perfectly clear that I gave ******** no information about her granddaughter other than to acknowledge that she did place an order for a Strawberry Facial. 

  Shortly, after that I got a call from ******** ********. I assumed she was calling to follow-up on the call her grandmother had made. I informed her that if she would like a different product than the one that was ordered we could do her a favor and pull it from fulfillment and ship her a different product instead. She responded by chastising me for speaking to her grandmother about her order. I explained to her that this was a common occurrence and that I was trying to act in her best interest by ensuring that she got the product that would give her the best results. She kept accusing me of "giving out her personal information". I gave out no personal information, I simply acknowledged the receipt of the order for the Strawberry Facial. 

  I tried to explain to ******** that I was merely trying to act in her best interest by going out of my way to ensure that she got the correct product for her skin, but she continued to claim that I had no business talking to her grandmother. Her tone was accusatory and rude. She said that she wanted "the product that she ordered". I told her that was fine, we would ship it as she ordered it. The was the end of the conversation. 

  She then emailed (the email conversation was provided by her as attached screenshots, so I won't duplicate her efforts) to complain that she was treated rudely. I obviously have a completely different perspective. We have been in business for 16 years and have an excellent reputation for providing stellar customer service. That is no accident. We do not however, allow customers to treat us with disrespect. 

  ******** then decided that she wanted a refund. I informed her that per our purchase terms and conditions all sales were final and her order had already been processed (once an order is labeled and prepared for UPS pickup, it is considered processed) as she requested during the phone call. 

  In the complaint ******** makes a blatantly false and damaging accusation when she says: "If anyone wants their information or items changed without their knowledge, or personal information given out, do business with simple sugars!" This is simply a ludicrous claim. 

  I can 100% assure you that we do not and have never "changed items or information" without a customer's knowledge nor would we ever give out someone's personal information! In fact, we go to great pains to protect our customer's personal information and have no access to customer's credit card information. We have operated with an excellent reputation for over 16 years and have a very high standard for our business practices. 

  Very Sincerely,

  Gina N****

  Vp and Co-Founder, Simple Sugars Skincare