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:07/24/2024

  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 soft gels with ******* from Tanasi in May. I stored the soft gels in my kitchen (not near sunlight just with all my other kitchen items). The soft gels congealed and stuck together and I have not been able to use them because every time I pop one off it breaks and the oil inside escapes. I was unaware that I needed to store these in the fridge for the summer time. I wish there was information on the website when purchasing... a "beware" notification that they will congeal. I buy gummies and soft gels from other companies and they do not congeal and stick together like this. I contacted Tanasi and the person I spoke with told me that they can either give me 50% off another bottle of soft gels or a free bottle of fish oil pills. This doesn't make sense to me. I learned I am past the 30 day window of their "satisfaction guarantee" but offering me fish oil pills when I ordered CBD pills doesn't make any sense. This is awful customer service. If you are not going to make it clear that the soft gels stick together and are unusable in the AVERAGE summer heat in july for most of the country then you should offer to replace the product. I have a business myself and I always offer a refund when the customer is this unsatisfied.

  Business Response

  Date: 07/26/2024

  Hello BBB, 

  Thank you for your role in business-to-customer relationships to ensure customers are not taken advantage of by businesses. We have been in business since 2019 and pride ourselves on customer service with excellent customer reviews from a third party entity that captures those reviews. This situation was a complaint of our softgel product (patent-pending University developed CBD+CBDA 1:1 formula) purchased on May 14, 2024. The customer called in on July 25, 2024 (well outside of our 30-Day Satisfaction Guarantee) and we responded via a returned phone call to discuss the situation and her complaint. The customer explained that she does not have air conditioning and her apartment is hot, and that she had about half (15) of the softgels remaining. She had already taken about half of the product (30-count package), and that the softgels had stuck together in the bottle. Our product packaging and labels clearly state, "Store in a cool, dry, dark location." The customer said she does not have air conditioning and I suggested that she may want to store our products in a fridge because her apartment is hot from what she explained. We sell thousands of our softgel product per year to other customers, and we seldomly receive a call or email of this scenario (softgels stuck together), even though thousands are shipped during hot summer months. The customer originally said the "gummies" stuck together. So when I spoke to the customer, we were talking about our "gummies" and after further discussion and review, I notified the customer that the only order we show from her, was from May 14, 2024 and was for "softgels" and not "gummies" and then she corrected herself. She is well outside the 30-Day Satisfaction Guarantee window. If this scenario was within the 30-Day window she would have had a replacement no questions asked. We offered a comparable product as a free replacement that is the same University Developed, patent-pending formula of CBD+CBDA 1:1 formula. The comparable product is suspended in *********** and not *** oil (a $49.99 value), and is a great product because of the added Omega Fatty Acids of Omega 3, 6, and 9. Or, she could have a 50% off coupon to purchase the product that she improperly stored. I have provided the customer service email of this offer and she did not respond to this email from our company, but filed a BBB complaint instead. Please note, it has been slightly over 60 days since the customer purchased the product. We are not able to control what the customer does with the product after they receive them, and in this case the product was stored improperly. The offer provided was very fair, and the customer still has not responded to our offer as of the writing of this BBB response to the complaint. 

  Please advise what steps are next. 

  Sincerely, 

  **** at Team Tanasi

  Attached: email communication with the customer

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 22039249
  
  I am rejecting this response because:

  I didnt see the fine print that says store in a cool dark place and that place doesnt exist in the middle of summer except for the fridge. I suggest be more clear in your description of your soft gels on your website that these will congeal together in the summer time. If I owned a company and half of someones order was unusable because of storage reasons I would give them a refund especially if they were this unhappy.  Why offer me a different product? That makes no sense. Absolutely terrible customer service.

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