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:10/03/2022

  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.

  Tried to use Supplysreturn policy well within the 100 day limit for my order # *******.Supplys website gave me the option of keeping the razor in exchange for a refund of 70% of my purchase price,. I accepted. these terms. That was several months ago.I sent 4 or 5 follow up emails to Supply inquiring about the refund, but they ignored all of my emails, and I still have not received the refund. A classic case of stonewalling.I am seeking your intervention to require Supply to honor their refund guarantee.

  Business Response

  Date: 10/10/2022

  Hey ***** - 

   

  ******** here - Co-founder of Supply. I'm so sorry you had to reach out to BBB in order to get this refund processed. That should never have happened, and I see that there were a few very rare instances that affected this. I'd love to explain below. Before I do, I wanted to let you know that I've processed 100% of your remaining money to your PayPal account. See attached screenshot for confirmation. 

  If you're interested in knowing what happened, it looks like your payment token (where we refund your order) was confusing since you exchanged your original order for a different razor finish. If one of our CX agents was processing your refund on your newest order, it would have refunded $0 since you didn't pay anything for the exchange. I believe this may have been partly what happened here.

  Also, we have processed some internal changes that caused our PayPal to disconnect from our online store, making a few orders that purchased with PayPal slip through the cracks. When refunds were processed in our site, they weren't syncing with our PayPal. 
  
  Last, you were already refunded for the exchange you made from the Pro to the *** I went ahead and processed the remaining $64.06 ************** through PayPal just now. Let me know if you have any other issues there.
  

  I'm really sorry it didn't work for you but I wish you all the best in the future. 
  
  Thanks for your patience,

  *****************************

• Initial Complaint

  Date:09/26/2022

  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 razor on June 21, 2022. After trying it for a few weeks, I requested a return for a full refund as allowed under their policy. I went thru the automated questionaire process and requested a refund. But since then I haven't heard anything back about refunding my money for this purchase or returning the razor. I have emailed back 2x to the email reply from Supply to me after I requested the refund and return but have heard nothing back. I want my refund.

  Business Response

  Date: 09/26/2022

  Hey ****** - 

   

  Apologies here! I am so sorry you have had to wait so long for your refund. You followed our instructions and policy perfectly, and you were caught in the backlog of our system. We've had a few changes internally, and an issue with our PayPal account, which was how you originally paid for your order. 

   

  That being said, we were getting caught up towards the end of last week and by the beginning of this week. I just processed your PayPal payment through our system, and I attached a screenshot. Let me know if you have any other issues. 

   

  Thank you again!

  Customer Answer

  Date: 09/26/2022

  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. Because of the way they refunded it to my paypal account, as if they were paying me for something instead of refunding me, I got charged a few extra dollars from Paypal because I have a business account. But oh well, at least I got most of my money back.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/21/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 razor, additional blades, and a leather bag. I did not like the products after trying them. Supply offers a 100% moneyback guarantee. A refund is granted if the following conditions are met:Products must be returned in like-new condition (use them, don't abuse them) with the original packaging. Consumable products (shaving cream, post shave, skincare, etc.) must be at least half full. Our return policy applies only to orders placed on https://www.supply.co and does not apply to Warehouse Deals, which are final sale.My situation matches all the criteria above and should be granted a refund. I returned the products three months ago and have reached out to Supply customer service via their portal two times and have been "ghosted" after being unable to provide a tracking number. I would like my refund granted as soon as possible.

  Business Response

  Date: 09/26/2022

  Hey ****** - 

  
  I am so sorry for the frustration this has caused, and I'd love to help in the best way I can in accordance with our policies. 

   

  When you submitted your return request on our site, you were emailed return instructions (see screenshot) that when through the steps showing you how to send your package back to our Supply HQ and keep a record of your tracking number in case the postal service or courier accidentally lost it in transit, which unfortunately happens sometimes. We do have record of your completing our return request form in our database, but after that we have no record of ever receiving your order at Supply HQ in our database that is manually updated daily by a team member. (See screenshot of the data search for your order number in system).

   

  The last thing we want to do is bamboozle you or ghost you whatsoever. We want to make sure we take care of you in this frustrating situation, but we also have to hold to our return policies that are put into place for a reason. Since we have no paper trail or way of knowing if your product was returned, we cannot offer a full refund to you. That being said, to ease the pain of this, I'd love to offer a 50% refund of your order immediately. Let me know if this works for you, and we'll get it taken care of at once.

   

  Thank you for your patience, and I truly am sorry it ended this way. If there is anything else I can do, please let me know. 

  Customer Answer

  Date: 09/26/2022

  Complaint: 18051575
  
  I am rejecting this response because:

  I returned the order, this is at no fault of my own that they did not receive it or perhaps misplaced it in their warehouse. Ive also had to go through their customer service loopholes multiple times to get a response, which seems consistent with the other complaints. I would like my full refund issued. 

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

• Initial Complaint

  Date:08/26/2022

  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 purchased a razor from Supply on 3/2/22 and I tried to use the razor a few times and then I contacted Supply to initiate a return on May 1st under the 100 day refund policy. I sent a message directly via their website 3 times and then I also sent them a direct email 2 times and still have not heard back. If I do not hear back within 5 working days I will begin the process of filing a dispute with my bank at ******* ***** for the Apple Card.Please have someone get in touch with me asap.It is a very poor business model not to return messages from your clients.Respectfully disappointed with Supply on a product level as well as a customer service level.********************************

  Business Response

  Date: 09/08/2022

  Hey ***** - 
  
  I was able to look through our e-mail software and noticed that we responded to all of your emails asking for a return within 24 hours of receiving the email. You can see the screenshots above. I'm guessing that the response emails must have gone to your junk mail folder - they would have been from [email protected]. I'm SO sorry about your poor experience with your razor and our customer service. That is definitely not what we're about, and I'm so sorry that is how this turned out.
  
  We are outside of our 100 day trial period, so I won't be able to refund through our Shopify store since we've lost the ability to communicate with your payment. That being said, if you'd like to send it back to us, I'm happy to send you a refund via PayPal. If you're interested in this, please send an email to [email protected] to get the directions. She'll make sure it gets properly documented and we get it taken care of. 
  
  Thanks for your patience, and I'm so sorry again this happened to you!
  
  *****************************

• Initial Complaint

  Date:08/15/2022

  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 a small leather bag from Supply ** with the hopes of it being worth its fairly high price tag. I was okay with the purchase due to their (supposedly) easy returns. Once I received the bag, it wasnt worth the price to me and was having some small issues with the zipper details. I requested a return and was given specific instructions on where to send the package and how to send the package. After following all instructions, and paying for return shipping myself, the package was unable to be delivered. *** sent the package back to me. I reached out via email to Supply ** multiple times with no response.

  Business Response

  Date: 08/17/2022

  Hey there - 

   

  We have been extremely backed up in our inbox and have had team members out of the office which is why delivery to our HQ may have been delayed. I'm happy to make this right, and have gone ahead and refunded the full amount of the original order.

   

  Let us know if there is anything else we can do!