Complaints

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• Initial Complaint

  Date:05/02/2024

  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.

  This is the third issue I’ve had with this shop. The first time I paid for a service that I didn’t receive. I felt it may be human error. The second didn’t lead to lost money. This time I placed an order on a Facebook live. In a couple days I was prompted to pay since orders were recto be shipped. I paid via Sezzle. Then I was notified the item was no longer in stock. So I asked to cancel the whole order. I asked via FB messenger for a refund. They said they didn’t know how, I would have to do that through Sezzle. They closed my dispute and directed me back to the merchant. I called and left a message on their voicemail ( it was during regular business hours). I never received any product from them. I don’t understand a policy that doesn’t give refunds but shop credit, when I didn’t get anything to exchange ( but my money). I have not received anything for the money. I certainly didn’t ask for a gift certificate. If product was never given I am entitled to my money back. They have not replied back by usual means of communication which are Facebook messenger or email. I don’t need shop credit from someone I now don’t trust to use integrity with their business transactions. I’m not sure what else to do. I hope you can help to resolve this for me. Thank you so much.
  *** *******

  Business Response

  Date: 05/04/2024

  Hello .
  I left you a voicemail on the *** ******* Complaint minutes after seeing it. I am not sure if you've called my shop number to return my call but I am going to fill out the form you sent me, as well, as emailing you. I wanted to make sure you got my voicemail... I have screenshots that go all the way back to 2018 of correspondances my team has had with Ms. *******. My team knew never to speak to her on the phone because I asked them to make sure to document every conversation they had with her. I knew to make sure to document all correspondences with her. Money always seemed to be an issue and she would argue with my team for long periods of time because she thought she was in the right and my team would eventually show her how she was not. For instance, she insisted she bought one of the membership tiers that had certain benefits to it on my patreon membership that she did not actually purchase. She was expecting to get certain benefits that she was not able to obtain at the tier she was at. She insisted she paid for it and argued with my team (which I have screenshots of and have left part of those screenshots in the attachments to this document. I can provide the full conversation on that matter if needed because this form doesn't allow more than a few attachments at a time.)

  After the team finally figured out what the issue was, by her sending an exact copy picture of her payment she sent back to us, the team figured out she was providing my team the wrong last name the whole time which is why they couldn't find her order of the tier she was in. HOWEVER, it didn't even matter if they corrected the issue with her last name, again, the tier she was at didn't obtain the benefits she was wanting. So, it was all just a waste of time.

  Almost every live shopping spree I've had on Facebook Live, she would make a basket of products to buy but would have us wait for days for payment and my team would again inbox her on facebook messenger asking her if she still wanted her basket.(I've again attached proof of dealing with this with. her in the attachments to this document.) My team knows after 48 hours, all baskets that aren't paid are to be placed back out on the show floor for other customers to purchase. My team worked with her because she's been such a long time customer. 

  
  My policy for the shop is no returns and no refunds. It is stated all over my websites AND stamped on all shop receipts. She's been with my branding and shop for years and knows this policy well since she's been buying from the shop and from me for years. We do however, offer a switch or exchange. The item she ordered from one of the live shows was out of stock and we first offered her a switch for something on the website. My team waited for a response to that inquiry for weeks. She waited till I was going on my yearly Trauma Healing Retreat Event to start asking for a refund, which my team explained to her the policy over and over again and asked her to choose something in its place. She stated to them that I gave her refunds in the past, which was not true!!! So, when I returned from my event, I dealt with the issue, MYSELF, after hearing about what had been going on between her and the team. I inboxed Ms. ******* on Facebook messenger (or normal place of correspondence with her) and explained that the mishap with the chakra box she ordered was completely my fault because the night of the live show, I didn't have any team members helping me sort out orders and things got super chaotic for me and I assumed I had enough boxes to go around. I asked her if she wanted to replace that item with something prettier from the shop website or from the upcoming live show I'd be doing or she could even use that crystal box amount as a credit for a later order. towards a session or merchandise. I am placing that conversation in the attachment below. I can also send you all conversations all the way back from 2018. Every single conversation has been documented so what she is claiming against me IS WRONG! My team has been having issues with Ms. ******* for years and every time, I've tried to give her the benefit of the doubt as a human working through her own ego and fall back issues towards being a good human being towards others. After sending my message to correct the issue, she didn't respond back. I went to send her another message and noticed I was immediately blocked from messaging anything else to her, and minutes later I received this BBB complaint in my emails. I immediately called you, Linda, directly and left a voicemail since you were not in the office.

  So, once again, I am attaching part of the argument over the name mishap when she thought she was in one patreon tier and she wasn't. And an example of what we dealt with when it came to her ordering online from the live shows and not paying right away, as well as us having to wait for her payment to come in for those items on a regular basis. If you would like to see more of those or the full argument over the patreon tier I can send it. However, there are a lot of screenshots of it. Just let me know if you want or need those. 
  
  
  She mentions she doesn't know of any other companies or businesses that do the exchanges like I do with my shop, which I know not to be true. There are plenty of places that do the same policies. I can think of one BIG CHAIN store called ****** right here in my town who also DOES NOT offer refunds. They will do credit towards other merchandise just as I do with my shop. And that is a big chain store... not a small business like mine! 

  Thank you, *****, I look forward to hearing back from you soon.