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Business Profile

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Poo~Pourri

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have made repeated attempts to claim the prizes I won in raffles during SXSW. Despite reaching out to support regarding my winnings, which comprised two rare and exclusive rewards acquired through attending conference events, I have encountered delays and received only one unclear response. I am concerned that this experience reflects poorly on the integrity of the organization, as it appears I have been misled or neglected after investing my time in their promotional activities.

  • Initial Complaint

    Date:12/01/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 with this company on November 3rd. On November 16th when I still didnt receive the package I contacted them and was told my package was lost in transit. At the time some of the stuff I ordered was for a friend I was driving to see on the 18th. The representative told me they can do 2 day shipping and get me the package in time. It didnt show up when they said it would. I contacted them again November 21st to request a refund in which I was told the package had been delivered. I explained I just got home and there was only one package from target on my porch. I checked my doorbell camera and saw the *** driver only had one package in his hand and I explained that to the representative. I was told I needed to file a police report to get a refund. After visiting my local police station I was informed I couldnt file a report for stolen property that was never stolen. I spent $188 with this company and they are horrible. All I want is money back at this point. I dont want anything from them and they are making it extremely difficult.

    Business Response

    Date: 01/23/2024

    Hi ********,

    Thanks so much for taking the time to share this with us. We assure you that our team did everything in our power to make this right, and we're so sorry to hear about the stolen or misdelivered package. Had you replied and let us know about the difficulty with the police report, we would have done our best to assist further. While we have our policies for stolen packages in place, we're still here to support you and see what we could do to help. At this time, your order #******* has been refunded in full. We apologize greatly for the stinky situation with the stolen or misdelivered package, and hope you know we'll be here for you in the future. Wishing you a wonderful day. 

    Customer Answer

    Date: 01/23/2024

    I have reviewed the business response and accept this resolution. 

  • Initial Complaint

    Date:08/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 4 bottles of the Tropical Rain spray. Which was 50 dollars. When I received it the box was broken and wet and 2 of the bottles were leaked and empty. I have emailed their customer service and no reply. I would like to either be refunded or have replacement debt with proper shipment packaging so they wont break and leak.

  • Initial Complaint

    Date:12/14/2022

    Type:Product Issues
    Status:
    Answered
    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 purchased a poo pourri festive flush bundle for $30.16 on November 23rd. On Dec 4th I received an email that my order has shipped and when I clicked on it, it gave me a tracking number from *****. Today is the 14th and it still shows ***** is waiting for the shipment. I have contacted the company through emails and am not getting any response. I have called and the voice mail box is full. I looked on their ads on ******** and everyone is also commenting that they haven't received their order, some dating back to early Nov. my last email was that I just wanted a refund since they have already charged me.

    Business Response

    Date: 03/21/2023

    Business Response /* (1000, 5, 2022/12/30) */
    Contact Name and Title: ******** Customer Service
    Contact Phone: XXX-XXX-XXXX
    Contact Email: *********@Pourri.com
    Hi there,

    We'd love the opportunity to support this customer in anything they might need. We have been in communication throughout December, and most recently refunded the customer in full per the customers request on 12/14/22 via email. As a courtesy, we've still shipped the items to this customer. We have tracking details to provide if needed, to reference the items sent free of charge. Please reach out if we can help further.

    Thanks,

  • Initial Complaint

    Date:12/13/2022

    Type:Delivery Issues
    Status:
    Answered
    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 a order on NO.********
    November 22, 2022 and they keep moving the order around I would like the order, however looking online there seems to be a lot of angry people on their ****************. They keep telling me different times when I call in and ask. They told me it "should" be delivered by this weekend, however they can't say for sure when. They said they deliver with in 5-7 days and that's not happening and it's hard to communicate with them to get an answer. I would like to know what's going on. Am I getting scammed ?

    Business Response

    Date: 03/21/2023

    Business Response /* (1000, 7, 2022/12/30) */
    Contact Name and Title: ******** Customer Service
    Contact Phone: XXX-XXX-XXXX
    Contact Email: *********@Poopourri.com
    Hi there,

    We'd love the opportunity to support this customer in anything they might need. We have been in communication throughout December, and most recently refunded the customer in full per the customers request on 12/14/22 via phone. As a courtesy, we've still shipped the items to this customer. We have tracking details to provide if needed, to reference the items sent free of charge. Please reach out if we can help further.

    Thanks,

  • Initial Complaint

    Date:12/12/2022

    Type:Delivery Issues
    Status:
    Resolved
    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.
    On November 25, 2022, I placed an online order on the POURRI website. Order confirmation # XXXXXXX, in the amout of $29.54, with an expexted delivery date in 5 -7 days. As of December 12, 2022, I have Not received the products ordered. I received an email on December 4, 2022 stating the order has shipped, with Tracking number **********XXXXXXXX. The order confirmation indicates **********XXXXXXXX was a fedex tracking number. However, **********XXXXXXXX was linked to a UPS tracking number, indicating a label has been created, with no delivery information to date.

    Business Response

    Date: 01/26/2023

    Business Response /* (1000, 7, 2022/12/30) */
    Contact Name and Title: Jasmine, Customer Service
    Contact Phone: XXX-XXX-XXXX
    Contact Email: *********@Pourri.com
    Hi there!

    We'd love the opportunity to help this customer, however, I'm not seeing any emails or phone records from this customer inquiring about their order We can see this case was originally created on 12/13, and we have record of the customers order being delivered by UPS on 12/22/22. We understand how frustrating it can be waiting for something you really want, and we do have notices on our site advising of potential delays. If there is any way we can help further for the customers satisfaction, or if there were any issues with the delivery, please contact us to let us know. We're happy to help.

    Thanks,


    Consumer Response /* (2000, 9, 2023/01/06) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I am accustomed to dealing with companies with a higher level/standard of Customer Service. Waiting 4 weeks for such a small order to be delivered, without any follow-up emails outlining any product shortages, is poor customer service. Companies that provide good/excellent customer service, regularly update their customers via email, if they experience long delays. A paying customer shouldn't have to call for updates about their orders. Their response lets me know, this will be
    my first and last order.

  • Initial Complaint

    Date:07/17/2022

    Type:Product Issues
    Status:
    Answered
    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 bought a bidet attachment from poo-pourri approx 3 months ago. I finally was able to hire a professional to come and install it last week. The contractor opened the brand new box and noted that the hose attachment that was sent would not fit on either side to connect to the bidet itself that was also in the box. Therefore, he was not able to install it for me. I called and emailed poo/pourri numerous times explaining that the wrong attachment was sent as well as included pictures. Customer service was terrible! They kept telling me that I was wrong it did fit, that they can't give me just one part. I said this is a brand new item I can give you the serial number. It also didn't help that I could not find my receipt even though I looked everywhere. I asked could they locate it on their end as it was a new item, to which they said no. Nor would they even let me purchase a replacement hose that would fit. I'm so disappointed as I really wanted to use this bidet, even hiring someone to connect it. However, it is the company fault they did not send the right parts so it could be used. Then not only did they not stand by their product, but made me feel stupid and offered no options to help so I could use their product that I bought and is still clearly being sold on their website. I understand I somehow lost the receipt but at the very least they could have offered a way for me to get the correct hose attachment. Now I have a brand new item that I cannot use so my hard earned money was wasted on this product.

    Business Response

    Date: 09/30/2022

    Business Response /* (1000, 7, 2022/08/03) */
    Hi there!

    Thanks for reaching out. We've offered this customer reimbursement (replacement/refund) per our guarantee in an email from 7/17 "If you'd like a replacement/refund per the warranty, we would need a copy of the payment or order confirmation as the warranty is extended to the purchaser." and the customer has not responded with the appropriate information to assist further. We'd always be happy for the opportunity to honor our products guarantee and 1 year warranty on the Poo
    Pourri Bidet.


    Consumer Response /* (3000, 9, 2022/08/03) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I repeatedly told them I could not find the receipt as it took me 3 months to hire a professional for install. But I bought it from them online. I took pictures of the brand new box with the serial number and pictures of the wrong attachment that was included. Whether or not the receipt is available, if they did not want to send me the correct attachment I should at least be able to buy the correct attachment. It is the fault of the business the wrong hose was sent. Now I have a brand new bidet that is unusable. It's unfair to waste my money this way, and most businesses will try to help but this customer service has been uncaring and dismissive, they should stand behind their products.

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