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:08/31/2023

  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.

  Hi, we purchased a ****** Tempered Glass Chair Mat 44x50 on June 2nd from Cleanitsupply.com and one day we walked into our office and it was shattered into a million pieces. The office that this was in was also vacant which makes no sense why it would shatter one day. We aren't sure what caused this. I contacted CleanItSupply on August 7th and got zero reply from them. I'm wanting to know if there's a warranty on this or what we need to do to get this replaced. My order number is *******. Thank you.

  Customer Answer

  Date: 10/18/2023

  I've never heard from the company still. Their customer services is horrible and they clearly don't care about you after you place your order. AVOID THIS PLACE AT ALL COSTS. 

  Business Response

  Date: 10/19/2023

  Hello *****,

  Thank you for placing your order with us.   I do apologize for the delay.   I'm reaching out to see what we can do in this case if it's cover under warranty. 

  Please feel free to contact me if you have any questions. 

  **************  

  ************@cleanitsupply.com

  Customer Answer

  Date: 10/30/2023

  The companies response said they will contact me to see if this is covered under warranty. No contact has been made besides that initial response. Im not sure why this was automatically closed when their response wasnt a resolution. 

  Business Response

  Date: 11/27/2023

  Hello ******,

  I do apologize for the late reply.  This is not covered under warranty the vendor ask for pictures I'm not sure if you have taking any pictures if so can you send them over to me.

  Would you like a refund or replacement?

  ***** 

  Customer Answer

  Date: 11/28/2023

  I don't want to approve or reject their message. I just want to let them know that I don't have a photo of it but if it helps prove that it broke, I had to order another one with Order #*******. I'd like a refund if possible.

  Business Response

  Date: 12/12/2023

  Good evening.

  We try to issue a refund on 12/12/03 it could not process.  Per ****** Refund Time Limit Exceeded. Just need your approval to refund a different order. 

  Customer Answer

  Date: 12/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Hello, yes please just refund Order #*******. That one was placed less than a month ago. Thank you
  
  Regards,
  
  ****** **********
  

  Business Response

  Date: 12/21/2023

  Thanks for getting back to me.  I will issue a refund on order *******.

  ***** 

  Customer Answer

  Date: 12/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** **********
  

• Initial Complaint

  Date:08/22/2023

  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.

  Order *******. Placed and notified on website that it would ship in 1 to 2 days. The order tracking shows *** ******************************. This does not show any information as a valid tracking number. I can however see ****************** listed in my pending shipments when I log into *** under my delivery address account that shows a delivery was expected from ******** Supply with the order number as a reference on the details. This shows that it has not even been shipped still. While waiting, I contacted support via chat two times, emailed support three times and did not get a single reply from any of those emails. I even received an automated follow-up asking if the order was received yet and if not to email support. I did so and they have ignored that email as well. I asked chat support to start a new order and overnight it and they simply said they would "expedite contact with the supplier". I requested a follow-up and did not get it (again). Extremely frustrating first experience. Certainly would not recommend this company to anyone else.

  Business Response

  Date: 09/07/2023

  Good afternoon. Tracking update, this ship with *** ground ******************.

  Customer Answer

  Date: 09/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I requested a partial refund due to the extreme delays.

  Regards,
  
  ***************************

  Business Response

  Date: 10/18/2023

  Hello ***************

  I do apologize for experience and the delay with your order.    After reviewing all the details I'm sorry you had to go through this our company does not work in this fashion. I will issue you a full refund and have the product reship to you ASAP.  If you have any questions or concerns, please feel free to contact me.  

  ***** **** @ *******@cleanitsupply.com 

  Customer Answer

  Date: 10/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:06/27/2023

  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 a ****** Table from Cleanitsupply.com They delivered the table May 24 2023 and i was told there is a 10 business days to file a refund or exchange. I informed the company on June 5 about the issue with the table it was broken. I reached out and they took documentation and asked if i want a refund or exchange. i requested for an exchange and all through i kept getting messages. sent pictures, sent packages and finally after wasting my time for three weeks. I was told my item wasnt eligible for anything despite the fact i was within a 10 business day window. Now i just want my money back, i dont like dealing with dishonest companies. t

  Business Response

  Date: 07/19/2023

  Good morning Adetola, 

  
  Thank you for reaching out to us regarding the issue with your recent ****** Table purchase from Cleanitsupply.com. We sincerely apologize for any inconvenience you have experienced during this process.
  We deeply regret the delay and miscommunication that occurred throughout your exchange request. This falls below the level of service we strive to provide to our valued customers, and we take your feedback seriously.

  Please be assured that we are committed to resolving this matter promptly and to your satisfaction. We are working with our supplier to reship the table and will get back to you as soon we have confirmation. Once again, we apologize for the frustration this situation has caused you. We hope you will consider giving us another chance in the future, as we continuously strive to improve our services.

  If you have any further questions or concerns, please don't hesitate to contact our customer support team. Thank you for bringing this to our attention, and we appreciate your understanding.

  Best regards, 

  ************ 

  CleanItSupply.com 

  Customer Answer

  Date: 07/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:06/14/2023

  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 received a 96 roll box of toilet paper that clearly the bottom blew out on *** they put 89 rolls back in and 13 of those are dirty from landing where this happened and I have contacting them for a week and not a reply.Then the last package in my order started leaking on *** and the package is being returned to clean it supply *** notified them and so Have I again no reply. What kind of service is this ?

  Business Response

  Date: 06/26/2023

  Hi *****, 

  Thank you for bringing this to our attention.I would like to sincerely apologize for the inconvenience and frustration you experienced with your recent orders. We deeply regret the mishap with the 96 roll box of toilet paper, where the bottom blew out during transit. It is unacceptable that only 89 rolls were put back in the box, and we apologize for the 13 rolls that were dirty due to the incident. We understand the importance of receiving your items in perfect condition, and we take full responsibility for the error. Furthermore, we apologize for the delay in responding to your inquiries regarding this issue. We strive to provide timely and efficient customer service, and we regret falling short of your expectations. Please rest assured that we are actively addressing the situation and working on resolving it as soon as possible.Regarding the leaking package in your last order, we are grateful that *** has been notified and that the package is being returned to us. I do see that *** has been assisting you with the situations including reshipping anything that was damaged. I will have her reach back out to you to see if there is anthing else we can do to make the situation right. Thank you for choosing cleanitsupply.com!

  ************ 

  Clean It Supply

  Customer Answer

  Date: 07/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/05/2023

  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 ordered on their website on 3/30/23 and after ordering it said i would received an email when it has been shipped. I have not received that email so i checked on their website to track my order, and it states that there is no shipping information. I started a live chat yesterday and was told that they could not see it but they would have the warehouse send me something, and I never received anything. i started another live chat today and was told that the warehouse would have to send me something. I asked for a refund since i still have no shipping information and was told this could not happen since its been shipped. But they have no shipping information and again the warehouse would have to send something and it could take up to 72 hours. I feel this is not a professional way to do business. Everything honestly seems like a scam.

  Business Response

  Date: 04/12/2023

  Good morning, 

  Thank you for your feedback and I am terribly sorry for the troubles and overall delay with your order. We are currently going through a facility move which has unfortunately caused a bit of a backlog. That said, I do see that your order was refunded on 4/6 in full. I attached the refund receipt for your records. If you are willing to give us another chance, please feel free to use ********* for free shipping your next order of qualifying items. There is no minumum or expiration date for that coupon. 

  We apologize again for the troubles!

  CleanItSupply.com

• Initial Complaint

  Date:03/20/2023

  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.

  Purchase was placed on March 6. I called to inquire and they said there has been a delay. No tracking available yet then they sent me an email asking if I received the product. I told them if I didn't receive an update today I would file a complaint. No update. I would like my money back or the order. Neither was provided.

  Business Response

  Date: 03/27/2023

  Hello, 

  Thank you for the feedback. We are terribly sorry for the delay and overall troubles with your order. A couple of weeks ago, there was a national supplier outage never before seen in extent nor duration. Regrettably, your order was one of a few thousand that got "stuck" in their systems and delayed. That said, we were restored services last week and I can confirm that all 10 cannisters of Sani Antibac Wipes shipped on *** tracking #s ****************** & ****************** which each show dleivered on 3/23. On behalf of everyone at CleanItSupply, we sincerely apologize for the inconvenience and are dedicated to making sure all systems are up and running moving forward. Thank you for choosing cleanitsupply.com. 

  ************ 

  CleanItSUpply

  Customer Answer

  Date: 04/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I understand about shortages and yes, we finally received our package but you sent me multiple emails asking how happy I was with the delivery yet there hadn't been a delivery yet.  This led to further confusion as I didn't know who to believe.  Your emails suggested I received the product yet when I called you told me about the delay. It screamed..SCAM company!  

  So if you truly had a shortage, you need to be clear on your communications and not give mixed messages. 

  Regards,
  
  *********************

  Business Response

  Date: 04/28/2023

  Good evening, 

  Thank you for the feedback, we sincerely apologize again for the troubles you experienced with your order. The supply issues that we experienced in March are now resolved with all orders shipping as expected. I've forwarded your feedback regarding that supply issue to our executive team for review. In the mteantime, please feel free to use ********* for free shipping on your next order of qualifying items. There is no minimum or expiration date. Thank you for choosing cleanitsupply.com!

  ************ 

  CleanItSupply

• Initial Complaint

  Date:02/07/2023

  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.

  An order was made January 23, no shipping date given, confirmation *******, sent message, when asked, no response. You sent way to much advertising, not the product ,stop the advertising

  Business Response

  Date: 02/14/2023

  Hi *****, 

  Thank you for feedback. Without it, we simply cannot grow. Looking over your order, I sinecerly apologize for the delay regarding the shipping. While it is no excuse, there was a technical error at our facilit level in which your order (along with a handful of others) was lost. That said, I do see that ****** was able reenter the order through that facility and ship it via ***** tracking# ************ which shows delviered today, 2/14. If you have any issues with that delivery, please let us know and we will do whatever we can fix it. In the meantime, please accept ********** for $10 off your next purchase over $50 as a small token of our apology. Have a graet day and thank you for choosing cleanitsupply.com!

  ************ 

  Cusotmer Service Manager

  CleanItSupply.com

• Initial Complaint

  Date:11/23/2022

  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 on 11-22-22 via the ****.com platform. I had not used the account in years so I updated the primary and billing address. I then went ahead and placed an order. Within seconds of doing this the order info popped up showing an old shipping address. I called **** and a customer service rep walked me thru leaving a message to the seller asking to update the delivery address as instructed by the **** rep. The **** seller (clean-it-supply) sent me a response saying no they would not update the address so I replied right away with cancel the order. I waited and over the next 24 hours I reached out to **** and the **** seller multiple times and no response from the seller. The seller then ignored my messages placed the order and then sent an email after saying the order was shipped. I then tried reaching out to the shipper to correct the address but the shipper said the change would need to come thru the seller so I have been unable to resolve this issue. I either want the order cancelled or shipped to the correct address.

  Business Response

  Date: 12/13/2022

  Hello, 

  Thank you for reaching out and we're terribly sorry for the troubles with the order! Looking at the records available on ***** it appears that we've refunded the order in full. That said, we're going to review our processes and inquire with the involved parties to ensure our procedures are up-to-date and as least impacting to our customers as possible. Once again, I do apologize for the inconvenience. If there is anything else we can do to rectify the matter, please do not hesitate to let us know. 

  CleanItSupply

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service 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 order last night Nov 14. I accidentially put in the wrong address. In minutes, i emailed customer service center to fix the shipping address. Next early morning 8AM, i called customer service to check if they change shipping address or order can be cancelled. Kim S******* from customer service center refused to cancel my order or change my shipping address. It's ridiculous that their customer service won't cooperate with client even the order was only placed in less than 8 hours. They just only replied that the order was shipped however, didn't provide me with any tracking # at the time i called in to request cancellation.

  Business Response

  Date: 11/21/2022

  Hello, 

  Thank you for reaching out. After reviewing the situation, I see that your order was placed at around 12:30AM on Friday, 11/15 using ****** as a purchasing method. Our orders process within 15 minutes after the order is placed and unfortunately, cancellation requests done by email or chat cannot be accepted. By the time our office opened the following business day, the order had already processed through the facility and was not able to be cancelled or altered. Additionally, by contract with ******, we are required to ship to the approved address on the ****** transaction. Reviewing that transaction, I see that we did indeed ship to that approved address. As such, we recommend reaching out ****** to inquire as to why that address is on the transaction. I went ahead and attached a screenshot of that approved transaction. 

  I do sincerely apologize for the troubles with your order and as such are prepared to assist with the next if you choose to purchase with us again. If so, please do not hesitate to reach out. Have a great day. 

  Zach S. 

  Customer Service Manager

  CleanItSupply.com

  Customer Answer

  Date: 12/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  This is not a way a big company will do business, and very irresponsible. I've never had this experience before with any business in the USA. Even ****** will let client cancel order in a given time (a day or so). And in my case, it's less than 6-8hrs after order was placed at late the night before. Do you expect some client call you at 3AM in the morning to cancel an order? Do you think it makes sense? Your customer service will pick up phone at 3AM? Your response to me is hilarious and don't solve anything.
  
  Regards,
  
  **** ******
  

  Business Response

  Date: 01/06/2023

  Good morning ****, 

  I sincerely apologize again for the troubles with your recent order. If you're willing to give us another chance, please feel free to call our Customer Care Team and ask for the Manager while mentioning the bbb.org complaint. We will do everything we can to discount your next order as much as possible. 

  Sincerely, 

  CleanItSupply.com

  Customer Answer

  Date: 01/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: We have to solve the first problem before we can go further if any more order can be placed in future. I want a refund back before i decide to place a new order since i don't receive the previous order.
  
  Regards,
  
  **** ******
  

• Initial Complaint

  Date:09/07/2022

  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 ordered the ********/******* Scissor Caddy (Empty) x6 on August 30th, intending to have it ready for my classroom on the first day of school (September 7th). Order number is *******. I received a confirmation email that the product was shipped by ****** but the shipping link continues to say "error" and "order cannot be found" when I try to track it. I tried emailing [email protected] to no avail. Is there someone that can help me? Or do I need to ask for a refund and re-order elsewhere?I would really like to just receive this item ASAP!

  Business Response

  Date: 09/09/2022

  Good evening, 

  Thank you for the feedback and I am terribly sorry for the delay with your order. I do see that we were able to ship the order via ***** tracking# ************ which is showing delivered today, 9/9. I attached a screenshot of that delivery for your records. That said, we would like to further and refund the shipping charges to make up for the delay. I attached the receipt that refund as well. 

  I hope this helps and I apolgoize again for the troubles. If you would like to discuss this further, or if you have any other questions or concerns, please feel free to reach out to me directly at ***********************. Have a great day!

  Zach S********

  Customer Service Director

  CleanItSupply.com