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:06/12/2025

  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.

  Scented expressions
  Order # ****** Placed April 12, 2025
  Total $60.59
  *5 lb emulsifying wax soft and silky- $20.78**was on backorder
  *16 oz liquid aloe vera -$8.14
  *2 lb nilotica shea butter $19.14
  *8 oz organic rose hip oil $11.33
  Subtotal $59.39
  Discount $4.95
  Free shipping
  Handling fee $5.95
  Tax $0.00
  Pd total $60.59
  
  April 21 I emailed for status because there was no response from my order after the initial email.
  I received an email it was shipping.
  It delivered to the post office on april 25th and box was damaged with a hole in the side which punctured my product inside.
  I emailed them immediately. Thru a series of emails I gave them information that was requested including pictures.
  Instead of replacing the damaged product I was given the runaround. They filed a claim with the post office- requesting $100. Which was way more than my entire order costs. I had to wait to receive a letter to take the box and contents to the postmaster for inspection and they agreed the product was damaged and input their findings into the system. It was then sent in for approval. All the while I couldn't use anything because I didn't know if anything would be requested to be sent back. The post office approved the claim at a lower amount than they requested and mailed a check on may 31. They still received more than my product replacement would've cost.
  It is june 12. I emailed for an update. I was told that they refunded me for 8 oz of the product out of a 5 pound bag. Since the bag was punctured, I can't use the product
  Exposure to air and moisture: Punctures allow air and moisture to enter the package, compromising the product's quality and potentially promoting the growth of bacteria.
  Contamination: A puncture creates an opening for microorganisms, such as bacteria, to enter the product, potentially leading to spoilage and illness.
  And instead of replacing the 5 lb bag, they refund me for 8 oz of it?
  I can't use it because it could be contaminated.

  Business Response

  Date: 06/13/2025

  The customer contacted us regarding their Emulsifying Wax, stating it arrived with a hole. In accordance with our terms and conditions, we requested clear photographs of the package, including all four sides, the top, bottom, label area, barcode (from the bottom of the box), a photo upon opening, the items received, the damaged items, and the item on a scale.Upon reviewing the provided photos, we observed no damage to the exterior of the box. There was a small hole on the corner of the bag, which appeared to have been made during the opening of the package. The customer reported a hole in the side of the shipping box and a loss of over 1 lb of product; however, this was not supported by the photos submitted.We also inquired whether the photos were taken immediately upon opening the box. The customer confirmed they were, yet one of the photos showed a receipt from a different company placed on top of the items. Despite these discrepancies, we offered a credit for 8 oz of product, even though only approximately 4 oz appeared to have spilled.When the customer indicated they could not use the bag due to contamination, we explained that a small puncture does not compromise the entire contents. Our terms and conditions state that we do not replace the entire product in such cases. Since we follow GMP protocols, nothing inside the box could have compromised the product inside the sealed bag. Additionally, every time the bag is opened for use, air enters, which is a normal part of using the product.Regarding insurance claims, the process is automated and the amounts involved are managed internally, as we cover all shipping, insurance, and packaging costs. No claim has been received to date. The screenshot provided suggests the claim was sent to the customer.We have refunded the value of the lost product according to the evidence provided. The customer agreed to our terms and conditions at the time of purchase, and we have fully upheld our obligations under those terms.

  Customer Answer

  Date: 06/13/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  * there was a hole on the side of the box which went into the side of the bag that was up against that side of the box.The postmaster confirmed that upon his inspection.  The attached pictures show the hole in the box and where it went into the side of the bag. I was advised that I can't  use the product for product to make for sale as it has risk of contamination and bacteria & I felt I was given the runaround around for so long They were not good about communication.  I had to initiate that.I feel since my product arrived damaged, it should be replaced.As a small business  owner, when there is anything wrong with an order, I feel the business  should make every effort to make good. Those as the values that I and other small business owners hold ourselves to.
  
  Regards,
  
  ***** ***** 

  Business Response

  Date: 06/17/2025

  We aren't sure who advised them, but A small hole in the bag does not compromise the whole bag. Per our terms and conditions we do not replace the entire product. Since we utilize GMP nothing inside the box compromised what is inside the bags as nothing touched whats inside the bag. It is no different than when opening the bag each time you need to use it. It gets air inside each and every time they open the bag to use it for their products. We have not received a claim as of yet. In the screenshot provided here, it looks as if it was sent to the customer. Since we have refunded the lost product, based off the photos we have provided as their proof of damage, we feel that has taken care of the amount lost. Customer did accept our legal binding terms and conditions and we did uphold our end of those terms.

  Customer Answer

  Date: 06/18/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was advised by a chemist regarding the punctured bag due to the product being in the box w/ packing peanuts & other items in the order, not to mention, we don't  know what punctured the box and bag and what may have been on that. My point is, $1.92 refund instead of replacing a product frm an order that was pd for by me & again w/ the claim that was filed by the company is unacceptable. Why file the claim if the company suffered no loss? To profit off an order twice? The customer suffered the loss. The check was sent to the company at the end of May per the claim person. If they are saying they don't  have it, I would call.Communication is not SE strong point. I  had to initiate to get status, ect. I am a small business  owner and my companies reputation is important to me. I have had to replace things that were caused by ***. My customers know I will take care of them. That's why they have all been repeat customers. There are other small business owners in our business group who were contemplating placing an order but watching how this unfolded have gone elsewhere. This is my only order to SEA REPUTABLE company would have just replaced the damaged product. Or at the very least let the customer  place the claim, as the customer  was the one that suffered the loss. The company actually made a second profit off the same order. The terms and conditions are unreasonable. 
  
  Regards,
  
  ***** ***** 

• Initial Complaint

  Date:03/05/2025

  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.

  On Feb 21 I placed an order for $313.36. I waited until Feb 28 to contact the company and ask about my order. I was then informed that an item I ordered was awaiting a restock. I asked them please refund me for that item and ship the rest of it. A reasonable request. They refused to refund and refused to ship an order until it was Complete. (important info for later) I then asked to cancel the whole order and refund it. After all, if you don't have the product, it hasn't been prepared, and you can't ship it. They refused that as well. I currently have a dispute through my bank for the transaction, and have informed them of such. Remarkably, according to them they deal with that all the time. Now on March 5 they sent me a shipping notification, but not for the complete order, only what they have. They stand behind their policies, only when it benefits them.

  Business Response

  Date: 03/05/2025

  As our terms and conditions accepted during checkout states, when free shipping is utilized an order ships complete. Items that are on backorder when an order is placed are treated on a case by case circumstance as some of those items are preorder and does not pertain to our completed order conditions. We do not refund items especially ones that are already in transit to us. When customer reach out (Friday evening after closing time) their order had not even met the typical processing time for their order to process for shipment. We relayed the item in transit to be open with there could possibly be a day in delay for that order to ship. The customer demanded a refund for the item, then demanded a refund for the whole order. Per our terms and conditions they accepted we do not refund orders. Customer then became rude and threatened us with social media slander. We shipped the order per our terms and conditions accepted, as we should for a paid order. The item they received an email for when their order shipped is a preorder for a new fragrance which is why it did not ship with their order.

  Customer Answer

  Date: 03/06/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  SE did not have the products in stock that I needed. Therefore they were unable to pick, stage or ship the order, forcing me to find the products I needed elsewhere. Which has been ordered, received, and used. I was willing to work with them on a solution, but they were not willing to work with their customer to find a solution suitable for both parties. Their solution was unreasonable. Stating they don't refund for items they don't have, that has no set delivery date, and basically will ship it whenever they have it. No lead times or cut off points. They clearly stated they don't ship incomplete orders, yet the order they are currently shipping is incomplete. For the remaining items to be shipped at a later, undisclosed time suitable for only them. Their policies are clearly unreasonable to the average consumer which is why they have a history of these complaints, and a history of fighting against bank charge backs. The documents I provided have all the correspondence, unedited with SE. they lied in their response to this complaint, evident in the "conversation" and "why are you wasting time documents". As a small business owner I provide and expect the companies I deal with to provide strong fair customer service. If a customer orders an item from me, and I don't have the item, I am aware of it and contact that customer within 24-48hr to alert them of the issue, and to make reasonable arrangements. SE waited until I reached out them to even realize they didn't have the products in stock. SE is rude, and unyielding with their clearly unreasonable policies and expectations. Therefore I will not accept anything short of a refund. 
  
  Regards,
  
  ******* ******* 

• Initial Complaint

  Date:01/08/2025

  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 for 2 items with SES on 12/10/24. After waiting almost a month, the order arrived on 1/6/25 only to find the most expensive item and the most needed, peppermint oil, was omitted from the shipment. I contacted the company stating the oil was not in there and that I needed a replacement asap as I have outstanding orders waiting on the oil, I sent photos of the box contents as well. I was finally reached 2 days later stating this:
  
  Good afternoon,
  
  Thank you for reaching out. We do apologize, we do not compensate customers for products not purchased from us. This order was only with us for a total of 9 business days not counting weekends. Our terms and conditions do state we do not count holidays, weekends, or transit times due to those times being out of our control. Looking up the order scans we do have Peppermint essential oil scanned out of the system for weighing, 1 gallon scanned into your box for shipment, and the weight of the package coincides with the gallon of Peppermint essential oil being in the box when it shipped. If this item wasn't in your package it would be the negligence of the shipping company and a missing item claim will have to be opened with them. We do apologize for any inconvenience.
  
  I have read other BB complaints with this company that are similar and that they play games blaming order contents being left out on the "shipping company" just as they have mine as well. I have spoke with my credit card company and asked that a payment hold be placed on this order until I receive my 200.00 peppermint oil. I have had events like this happen with REPUTABLE companies and the item was reshipped immediately. THIS IS NOT AN HONEST COMPANY...STAY AWAY!

  Business Response

  Date: 01/09/2025

  We responded to each and every email customer sent. The first email received from customer was Jan 3rd checking on their order status. In which we instantly replied. customer reached out again Jan 6th stating I just picked up the order and it only contained one item, cetearyl alcohol - 25lbs.The box didn't contain the peppermint japanese essential oil - 1 gallon. I am in desperate need of this peppermint oil and this is over a month order!  when can I expect to receive the peppermint oil? We received many emails between that email and our immediate reply. I just had to go to my grocery store and pick up 10 oz. of the peppermint oil which costs me over 50.00 due to this item being left out of the box. I just had to go to the grocery store to purchase what I needed in peppermint oil.  After waiting a month to get this order and then the oil not being in the order, I'm desperate.  The cost I had to pay was 122.02 for 12 oz.  I am requesting this be credited to my account or extra peppermint oil be sent out when I do finally receive what I originally paid and ordered from Scented Expressions. This is the box I received from scented expressions. No peppermint oil. order ***** NO PEPPERMINT OIL SENT!!!! I have been trying to reach someone for the last 2 days now regarding my order *****.  I received it after waiting for a month and the item I was desperate for, 1 gallon peppermint oil, was not in the box.  I need either a REFUND OR THE PEPPERMINT OIL SHIPPED OUT.  I spent over 100.00 yesterday at my grocery store buying peppermint oil so I could complete my orders that have been waiting on this shipment b/c of this mess up by SES.  Someone really needs to respond. After we looked through our scans and replied the following on Jan 6th, Good afternoon,  Thank you for reaching out. We do apologize, we do not compensate customers for products not purchased from us. This order was only with us for a total of 9 business days not counting weekends. Our terms and conditions do state we do not count holidays, weekends, or transit times due to those times being out of our control. Looking up the order scans we do have Peppermint essential oil scanned out of the system for weighing, 1 gallon scanned into your box for shipment, and the weight of the package coincides with the gallon of Peppermint essential oil being in the box when it shipped. If this item wasn't in your package it would be the negligence of the shipping company and a missing item claim will have to be opened with them. We do apologize for any inconvenience. All screenshots to those these have been attached. Customer has filed a chargeback for the full amount of the order instead of for the item they state is missing. We have also attached screenshots of the item being packed into her box from our surveillance systems on Dec 26th, the weight of the package for shipment, the scanned items into her box, and all shipping documents. All which show the item shipped in her box, it was not "left out", we are not scammers. We cannot fake shipping weight, camera footage, scans ect. 

  Customer Answer

  Date: 01/09/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  I have not received notification of the shipment of the 1 gallon (179.80) of peppermint oil that was charged to my credit card.  I have provided proof of what I received with the box including the sticker on the box placed by SES indicating Cetearyl alcohol as being the ONLY content of the box.   I am a small company and cannot swallow est 200.00 of a product I ordered that wasn't shipped.  You can consider the fact that I went out the same day I received the shipment and purchased 122.02 (12oz) of peppermint oil from ******* ******* of which I have a receipt and am happy to provide that in order to be able to complete outstanding orders.  I also ordered 4.16lbs from *** ********** in order to try and get the oil in here, I'm happy to provide receipt. Question to consider: since I'm being charged guilty of lying about the contents of the box, why would I go out and purchase all this peppermint oil if I just received the 1 gallon I ordered from SES, which I did not?  I am being treated as a criminal by SES as no solution to this issue has been levied other than a missing item report will be filed with the shipping department of which I have been given no indication what that is or looks like or a time frame.  Regards,
  
  ****** ******* 

  Business Response

  Date: 01/09/2025

  The custoemr provided a receipt of their purchase with their demand of reimbursement, however, the date was not shown on the receipt. We do not refund, comp, or replace any items that was not purchased from us. We add bulk item stickers to a box instead of the packaging to prevent the ripping of the package bags when the product is taken from the box or repackaged to another container. The label of the BULK item has no bearings on what the contents was inside the box when it was shipped. The weight of the package when it was scanned by the shipping company shows the box weight of 25lbs cetearly alcohol and 1 gallon of essential oil was inside the box when it left our facility. Customer purchasing items from other suppliers does not prove we did not ship items. We have video proof of all items being placed in the box during the packaging of this order. We have added these screengrabs in a PDF file to be seen. Along with the shipping weight when it was shipped and delivered. The scans of the items to the package prior to shipping. We are being accused of being theifs, scammers, and liers when our systems clearly show we did indeed ship all items in their package. Our terms and conditions accepted during their purchase does state allow 14 days for a package investigation to be opened. We cannot give a time frame on when it will be complete as the shipping company reaches out to the receiver and the receiver must cooperate with the shipping company in order to complete the investigated claim. 

  Customer Answer

  Date: 01/17/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This company is a joke.  Just look up all of the complaints filed against them, I'm just the latest one.  Don't expect to receive any kind of customer service, in fact you will be treated like a criminal if an issue ever arrises: SES response:  Per our terms and conditions accepted during checkout you have breached the contract you accepted. We will let the credit card company handle the outcome of this chargeback. Your information, order information, and payment information will be uploaded to the fraud department of payment processing systems along with a claim filed with the internet crime prevention systems. I will wait for *** to contact me as stated by SES and an inspection will occur.  I'm just floored at this companies unprofessionalism.  I'm beginning to think it's a game to them and they quite enjoy harassing customers....Concerning the above claim, the shipper Scented Expressions ****** a *** claim number: ********.  I was contacted by *** in regards to sending photos, which I did.  On 1/16/25 a resolution of issuing a refund to the shipper for the insured amount of 285.00 was determined by ***.  I spoke with a *** representative today who said they have asked the shipper to provide documentation of invoice, shipping cost and account number in order for a refund to be ****** but that the shipper has not sent the required documentation.  I sent an email to the shipper on 1/16/25 asking for *** documentation of the resolution with no response.  After I spoke with *** and received the information that a refund was going to be given by *** to the shipper once all documentation had been received, I tried to contact Scented Expressions again only to find I had been blocked from communicating with them.     How am I to go about this if the shipper refuses to send *** the documentation requested?  *** said they cannot issue the refund without the documentation.  I want a refund not a replacement since I've already had to repurchase the product from another company.   I ordered the item on 12/10/2024 and had several orders which required the peppermint oil.  I could not continue to hold out on filling those orders and had to order the oil elsewhere.  
  
  Regards, ****** *******

  Business Response

  Date: 01/17/2025

  Customer accused us of stealing from them and not even shipping the product. After we showed them all the shipping details they still insisted we didn't ship the item They have since then, after all of this and stating they received part of their order, opened a chargeback for their total order amount, not just the damaged item. They emailed today demanding a refund since *** said it was damaged in transit. Which is it, did we not ship it or was it damaged? It cannot be both. Customer cannot open a chargeback for the full amount of the order then demand the *** damage claim be ****** to them for an item they have stated accross several platforms that we didn't even ship to them that we left it out. Attached is a copy of the claim for the full amount of their order that they filed with their credit card company. Our terms and conditions outlines when you open a chargeback prior to giving us time to do a shipping investigation that your information woll be reported for a frudulent chargeback if we lose that case. Customer then even updated the shipping claim to be more than what the actual order was worth. That is also attached. They put the value at $300. Customer was not friendly from the beginning as we have shown. We were very freindly up until they started demanding us to do things. We will not be issuing a credit of any kind due to the fact they have filed a chargeback. Until that case is closed we will not be able to resolve this matter. If we indeed win the claim, a replacement will be shipped as per the terms and conditions the customer accepted during checkout. 

• Initial Complaint

  Date:06/14/2024

  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.

  On April 26th, 2024 I placed order #****** with Scented Expressions. The total was $144.57.
  
  It included:
  4 oz Cabernet Crush lip balm flavoring
  2 oz Champagne lip balm flavoring
  2 oz Black cherry lip balm flavoring
  32 oz Lavender essential oil
  16 oz Peppermint essential oil
  16 oz Eucalyptus essential oil
  
  When it arrived - shipping was via **** - the glass essential oil bottles had shattered completely. The entire box contents were drenched with essential oils and leaking. The packing materials were totally insufficient for the order.
  
  When I contacted the company with proof of damage, they advised me that shipping would follow up with me. (The entire email thread with the company is attached, including photos.)
  
  After two weeks with no contact, I reached out and they said shipping never received a response from us, and that the claims window had passed.
  
  I was advised it was my responsibility to file a claim with the **** to cover the damaged order. I replied that this should be their responsibility, as the order packing, not the ****, was at fault. The rep proceeded to reply in a very rude fashion.
  
  Later that day, when I attempted to log into their site to check my order history, I found our IP address had been blocked by Scented Expressions. This is an extremely unprofessional way to conduct business.

  Business Response

  Date: 06/14/2024

  Customer reached out stating their essential oils were busted during transit. As customer service reps are trained to do they ask for photos of the package, all 4 sides, top, bottom, label, seal on the bottom, a photo upon opening the package and a photo of the damaged goods. We package our essential oils as we always have since 2017. We wrap them inside of bubble envelops or bubble wrap and place them inside of plastic bags just encase they do get damaged they do not soak through the box and other contents. In the years we have been shipping our glass products like this we have had possibly 5 broken bottles. Our terms and conditions customers must accept before placing their order, states damaged, lost in transit, or missing items must be filed with the shipping company. It is up to the customer to present the requested materials to the shipping company when requested. If they are not presented in the alloted time frame, the claim is denied. This is also stated in our terms and conditions. It is also stated if a customer files a fraudulent claim/ chargeback that you will be banned from utilizing our site. Customer filed a chargeback with their payment processor and has already received a full refund. In the emails the customer continuously kept accusing us of being the reason the bottles were broken and not the shipping company. Since we have been shipping for so long in the same manner we responded stating that. A padded envelope is pretty thick, wrapping that around a glass bottle twice, then adding packing peanuts in a box is how the shipping companies request glass to be packaged. Therefore, it was the shipping companies fault the box was mishandled and the glass was broken. The customer proceeded to tell us how they run their own company and how they would handle the same situation, so we congratulated them on how they run their own business but we however follow the terms and conditions that customers accept during checkout. Customer refused to file a claim with the shipping company to utilize the insurance on the shipment as instructed. Customer has received a full refund so we are unsure why they are still trying to receive another refund. They are requesting a refund not only for damaged items, but items that wasn't damaged. But they say we are the ones in the wrong? Customers shopping privileges have been revoked from our website due to refusing to follow the terms and conditions they accepted during checkout. ****************************************************** 

  Customer Answer

  Date: 06/14/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  Regards,
  
  ******** ******

• Initial Complaint

  Date:05/31/2024

  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.

  **** *********
  2:34 PM (39 minutes ago)
  to me
  
  I had a coupon code of ************ in the account for $39.45 due to items being Out of Stock. The reason for this credit is, this company doesn't refund you your money if an item is Out of Stock. They used give you a coupon code instead. When I was about to place an order 0n 12/31/23, the coupon code didn't work. I sent an email to them on 12/31/23, which they have a record of, asking to make the coupon active again. They never responded to my email, so I called on 1/4/24 and I was told that the store credit in the amount of $39.45 was issued to my account. I logged in and verfied it was present in my account. By then, the sale was no longer active so I decided to wait to place an oder. Next time when I was about to place an order on 5/27/24, the store credit did not show in my account. I called Customer Service about it. They said they had no record of this credit in my account.
  I showed them all the relevant emails and phone call screenshot showing the credit should have been there.
  They were not considerate and outright rude in resolving my issue. They also hung up on me during my conversation. They kept saying, they changed their accounting system late last year and all the earlier coupon codes became invalid. And they sent an email mentioning that. For some reason, I didn't see this email, Now they are holding me accountable for not seeing this email and are refusing to give me credit for $39.45 which they owe me.
  I have never had a company so rude and inflexible in my online shopping experience.
  Ironically, their website says something like "Our customer happiness is our happiness".
  They surely don't live by it.
  Can we resolve this issue amicably?
  Thanks
  

  Business Response

  Date: 05/31/2024

  This customer is inquiring about an order placed in 2022. Looking back at emails they asked why their credit card wasn't credited for an item that was either on backorder/discontinued. we informed them per terms and conditions accepted during checkout, we do not refund backorder/discontinued items. Customer reached back out in 2023 during our fathers day sale stating the code would not work with the fathers day code. We informed them that coupons do not stack, that they would have to choose which coupon they wanted to use at that time. They reached back out via our chat in December 2023 stating the code would not work and wanted to take advantage of our New years sale for 9% cart discount. We informed them again codes do not stack.They called wanting to stack the code again with our memorial day sale. After informing them codes do not stack they got upset.In August & September of 2023 we sent mass emails out letting our customers be aware we were switching to a new system, that all discounts/store credit would expire as of Jan 1st 2024. This email also stated that we would no longer have access to the systems that were connected to the accounts that had their past orders on them. We instructed for them to download copies of all their orders for tax purposes, should they need them. Customer stated they don't check their emails. We informed them that is not our fault they do not check their emails. Customer states they reached out VIA phone call in Jan and that the code was not in their account. I will state the customer was informed we no longer had access to those discounts and we would no longer be able to apply any discounts previous to Jan 2024. Customer called earlier in the week about the same discount from 2022 that they stated they had not used yet. We informed them again we did not have access to those systems and that we could not just add a store credit to their account due to those reasons. They got upset due to this. We informed them this code had a chance to be used for almost 2 years. After going through the same conversation the customer started yelling over top of the customer service representative and demanding they get a discount. All customer service representative are instructed if they feel threatened they do not have to continue a phone conversation, to inform the customer to please utilize our customer service email. This is what the rep told the customer and then hung up. We cannot refund, give credit, free product from an order that is over 1.5 years old without having some type of documentation that it is owed. The screenshot showing the phone call is not from today, they sent us the same screenshot in their email earlier this week. This screenshot does not show the call that was placed and answered on the same day so we are unsure if it is the same customer as we spoke to the customer Monday on the phone for approx 3-4 minutes. Request denied as we did inform customers of this change.

• Initial Complaint

  Date:04/10/2024

  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.

  Transaction date 4.4.23
  Amount $383.47
  
  Website stated order would be processed by 4th business day and this did not happen. I contacted seller via email and she said an item on back order is holding up my large order. I told her to please cancel the back ordered item and ship the rest of the items. Seller refused. She stated I will have to way until back ordered item arrived which could take 30 days. I said I cannot wait that long and to please cancel my entire order. She refused. She stated, in Virginia, if a business issues a refund, they get to keep 35% of my order total. I told her she was trying to hold me “**** hostage” and she hung up on me. So I called back. Seller said I clicked a box during checkout that stated if I used profanity she was permitted to hang up. Obviously this business has all of these agreed to boxes during check because they are running a scam and not living up to their end of their websites advertised terms and people are getting upset when their order doesn’t ship. I gave every opportunity for this business to do the right thing (refund) and they refused. I never received any product from her, but she has my $. I contacted my cc company and opened a claim. I should have done my homework and thoroughly checked out this business because there are many customers experiencing the same thing as evidenced by fb posts and bbb posts. Seller has gone into her website and changed her terms (faq page) to make it look like she has done nothing wrong and is operating per stated terms and conditions which is a lie. I am absolutely shocked a business is operating in this manner.

  Business Response

  Date: 04/10/2024

  We sent an email on processing day 3 to let the customer know our restock item of an item they purchased was delayed in transit (which is beyond our control) and apologized for the delay. They had sent an email asking when their order would ship prior to the 3rd business day, and our customer service rep stated we are approx 4 business days out. They replied to our delay email asking to cancel the delayed item and refund it. We let them know per our terms and conditions we do not refund items that have not been discontinued. In our initial email we explained When free shipping is utilized, we do hold the order until it may fully ship. Should you not want to wait on this item to arrive please reach out to us so we may arrange payment for shipment. When the customer called to refund their order, we referred them to our terms and conditions that stated we do not refund orders or items that are on the way. Customer proceeded to get loud and demand their order to be refunded or they would file a chargeback. They said we had 2 options to either ship their order or refund their order. We proceeded to tell them our terms do state free shipping that is utilized only ship completed but if they would like their order to ship we could send them an invoice for shipping and the item that we were awaiting would ship for free when it arrived. The customer started yelling again and used vulgar language stating to ship their >> order or else. We asked them to not use profanity and they proceeded to do so again while yelling. Our customer service rep then hung up on them as they were trained to do with a hostile customer. No customer service rep should endure a hostile environment while taking speaking with customers. The customer then called back demanding the same thing, accusing us of being frauds and holding their order hostage was against the law. We told them per FTC laws we legally have 30 days to ship their order. She then said she would file a chargeback and get her money back. We informed her filing a fraudulent chargeback is against the law. She stated us holding her money and order was against the law. We told her we were not holding her order we were following terms and conditions she accepted during checkout. She said her credit card would give her the money back, wanna bet? We told her we have won cases in those matters especially showing our terms and conditions. She proceeded to tell us we only had 2 options that it was against the law to hold her order. We told her if she wanted her order shipped TODAY as she stated, she would have to pay for shipping per terms she accepted. We did not refuse to ship her order, we refused to obey her rude demands. Our terms nor FAQ have been edited. They state the same thing they did 15-20 days ago when our new site launched. We won't even get into the terms page, any customer may read those on our site in 3 different sections. There is 1 checkbox during checkout that must be clicked to accept the terms and conditions that has a link to the TOC. We follow absolutely everything that is stated in our TOC. Refund denied since customer states they have already filed a fraudulent chargeback ******************************************************  ***********************************

• Initial Complaint

  Date:02/21/2024

  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 7 plastic hand soap dispensers in the shape of chicks and bunnies to give to my church pastors and staff. I paid $3.00 each plus $5.95 handling. The shipping box was not damaged. When I opened the package, 4 out of the 7 dispensers were damaged. I immediately took pictures. Then I left them a voice mail explaining the situation. They sent me an e-mail and I responded sending them pictures of the defective/damaged products. They responded by saying I had to send them pictures of every side and corner of the box. I replied that the box was not damaged but sent 8 pictures of the box anyway. This was what I said, “Please note: The box was not damaged. Four of the 7 products were defective/damaged. See attached photos. I had an event at my church where I needed 5. I used the 3 that were not damaged and 2 that had the smallest damage.” They implied that I had wiped the bottles with alcohol which would have caused the paint to come off. I sent this response. “Here are the pictures of the box. I did not wipe the bottles with alcohol or anything else. You sent me 4 damaged products out of 7. I already sent you pictures of the damaged bottles.” They sent me this response, “We did not ship you damaged products. It is in our terms and conditions you accepted that we must be contacted within 48 hours of receiving damaged, missing, or incorrect items. It has been a whole week and you have sold 5 of the 7 you purchased. All We can do at this point is apologize for any inconvenience.” SO THEY FALSELY ACCUSED ME OF DAMAGING AND SELLING THE PRODUCTS! In addition, they were very RUDE.

  Business Response

  Date: 02/21/2024

  Customer received their order the beginning of the week of Feb 12th. We do have terms and condions during checkout on our website that does state any missing, damaged, incorrect product must be reported within 48 business hours. We came in on Monday Feb 19th and had received a voimail from a customer who had ordered 7 Easter Soap bottles and stated they were damaged. We sent them an email Good morning,We are following up on the voicemail left after hours yesterday. We do apologize your soap dispensers were damaged in transit. If you could send us photos of the package they were delivered in, all 4 corners, top, bottom, label, and a photo of the items to ****************************Thank youSESCustomer replied back with their photos of the soap bottles with message: Please note: The box was not damaged. Four of the 7 products were defective/damaged. See attached photos. I had an event at my church where I needed 5. I used the 3 that were not damaged and 2 that had the smallest damage.So the customer sold the product they received, but still wanted a refund at this point. We replied. Good evening, Unfortunately, without photos of the box there isn't much we can do at this time. The product's have been used and they have been delivered for 7 days without any contact letting us know of any damage. Our required and accepted terms for damaged items are 48 business hours after delivery. If any alcohol was used to wipe the bottles down that would have caused the paint to come off the containers. We do apologize for any inconvenience. Thank you SES TEAM MEMBER. We felt that since the customer had sold the items and it was past the accepted reporting time frame they accepted during checkout, we denied the customer a refund. They then sent the following along with photos of the box. Here are the pictures of the box. I did not wipe the bottles with alcohol or anything else. You sent me 4 damaged products out of 7. I already sent you pictures of the damaged bottles.They then proceeded to accuse us of send the bottles already damaged. So we replied: Good morning, We did not ship you damaged products. It is in our terms and conditions you accepted that we must be contacted within 48 hours of receiving damaged, missing, or incorrect items. It has been a whole week and you have sold 5 of the 7 you purchased. All We can do at this point is apologize for any inconvenience. We do not offer returns or refunds due to the nature of our products. This is also stated in the terms and conditions accepted during checkout. Especially if the items have been used, sold, opened, or unavailable. Refund has been once again denied. 

  Customer Answer

  Date: 02/22/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not sell any of them.  I used 3 that were not damaged plus 2 that were the least damaged for a church event. The remaining 2 were too damaged to use and I still have them.
  
  Regards,
  
  **** ******* 

  Business Response

  Date: 02/22/2024

  Customer sent email after opening the BBB report.Since I had previously received an email from you to rate my experience, I have done so. Here it is:My experience with Scented Expressions was horrible, and I will never by from them again.I ordered 7 plastic hand soap dispensers in the shape of chicks and bunnies to give to my church pastors and staff. I paid $3.00 each plus $5.95 handling. The shipping box was not damaged. When I opened the package, 4 out of the 7 dispensers were damaged. I immediately took pictures. Then I left them a voice mail explaining the situation. They sent me an e-mail and I responded sending them pictures of the defective/damaged products. They responded by saying I had to send them pictures of every side and corner of the box. I replied that the box was not damaged but sent 8 pictures of the box anyway. This was what I said, “Please note: The box was not damaged. Four of the 7 products were defective/damaged. See attached photos. I had an event at my church where I needed 5. I used the 3 that were not damaged and 2 that had the smallest damage.” The company implied that I had wiped the bottles with alcohol which would have caused the paint to come off. I sent this response. “Here are the pictures of the box. I did not wipe the bottles with alcohol or anything else. You sent me 4 damaged products out of 7. I already sent you pictures of the damaged bottles.” They sent me this response, “We did not ship you damaged products. It is in our terms and conditions you accepted that we must be contacted within 48 hours of receiving damaged, missing, or incorrect items. It has been a whole week and you have sold 5 of the 7 you purchased. All We can do at this point is apologize for any inconvenience.” SO THEY FALSELY ACCUSED ME OF DAMAGING AND SELLING THE PRODUCTS! In addition, they were very RUDE. I am a 70 year old handicapped person who does my shopping on line. I have never experienced a company so bad. I filed a Better Business Bureau complaint. I have never done that before. I have filed a complaint with the Better Business Bureau.Additionally, I will be sharing my experience with family and friends.I will also be sharing my experience with pictures of the damaged products on all of my social media.Customer was in possession of the goods for a week prior to reporting damage. Customer is no longer in possession of the order. You cannot use/sell/give away purchased product then expect to get a refund for items you no longer have possession of. Refund denied. 

  Customer Answer

  Date: 02/26/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards, **** *******

• Initial Complaint

  Date:01/18/2024

  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.

  In April of 2023 I made a purchase, I received the items a month later and they didn't have all the products so instead of me getting my money back they gave me a credit in which they put a code on the packing slip. I emailed to get the code(attached the order with confirmation # in the email) since I know longer have the packing slip and they informed me that they switched systems and they have no record of credits, coupon codes or discounts. They claim they sent out an email in Sept and Oct but I never received and interesting enough I have two emails registered with them and neither account received such emails. So, regardless if I had the code or not, I can't get the items or my money. First, they should've given me my money back and not a credit. Second, they didn't even offer me a discount, they basically told me it was my fault and it's not their business to keep track of credits. But, they can steal money from customers. The total amount owed is $32.

  Business Response

  Date: 01/22/2024

  The only thing we can provide is a copy of the order attached to the customers email reply and a screenshot of where their completed order with all items were shipped. We built a new website starting in Aug of last year. We sent mass emails in September and October letting customers know we were switching to our new site in Nov and instructed we would no longer have access to our old systems after January1st. In the email it stated how customers could obtain copies of past invoices for tax purposes and that any and all rewards programs would no longer be valid. Customer emailed stating we owed items or money with no proof as to what was owed or how much was owed. This order was almost 1 year ago. We cannot refund money just because a customer states we owe them money without some type of records. If we refunded every customer that stated we owed them refunds our company would be out of business. On our old system it was in the terms and conditions customer had to accept, that discontinued items would be given in the form of a credit and it was up to those customers the keep track of those credits. This is one reason for updating to a new system. Without any type of proof that we owe this customer funds or products we simply cannot just refund something from almost a year ago. The only records we can go off of is that there's a tracking number for the whole order. If customer provides documents that show we owe them a credit on their old order we would be more than happy to give them a credit to use in the new system. The Order was shipped within 16 days of date to order. Not 1 month as the customer stated.We just realized customer states we would have owed them over $30 worth of products. The items that they stated we owed them for was xl bling salts and black castor oil. Those items would have only equaled to $18.47. Screenshot of shipment with pricing is attached. 

  Customer Answer

  Date: 01/28/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It’s sad that this company has no integrity.  Unfortunately, I don’t have the packing slip in which you put a code on for my credit, hence , is why I contacted you for the information.  Too be clear, my initial email to you was asking for the credit code that you gave me for missing products.  I attached the order number with sales order.  Who would’ve thought you would then get rude and blame the customer for not knowing about a system change and not receiving an email you claim you sent.   I thought you were a honest company.   Professionally, it should’ve been attached to the account information in your system or even an ***** workbook if you didn’t have the ability in your system, not on a packing slip.  You said you didn’t have access to the orders but somehow you manufactured a sales order and attached to the claim.  You also implied that I lied about the amount when your sales order that you attached Indicated I didn’t lie about the charges but in fact told the truth because I ordered 3 bags of the XL Bling @ 5.47(not discontinued, currently on site) and a 16oz bottle of the black castor oil @ 12.94 = 29.34 plus 9.75% tax 32.20.  It’s a shame that you’re so in a hurry to deny you owe me and imply I’m lying that you couldn’t even do the correct calculations.   Also, note I spent over $300, why would I need to lie about $32.  How do I know that you put codes on the packing slip if I didn’t receive one.  Not once have you disputed how you give the code.  You initially said I couldn’t get the credit because you have a new system, now you’re saying if I have the code you can give me the credit.  YOU continue to lie.  I haven’t told one lie.  I guess this is what you get when trying to support a small business.  BUYERS BEWARE!!!  This isn’t a honest company and will lie on the customer to make themselves right.  I can only imagine all the money that you have stolen from customers due to writing codes on packing slips.  The issue wasn’t that you gave me a credit, it’s the fact that I can’t claim the credit, and that you blame me for you not having a better system that can handle customer credits.  Who get’s rid of customer information in less than a year, I know, it’s a company that is stealing from its customers.  What better way to get rid of the evidence. 

  Business Response

  Date: 01/30/2024

  We did not lie about not having access to our old ordering systems, nor did we lie about the amount that would be owed. We did exactly as we instructed customers to do in our mass emails in late of 2023 and searched the FWD copies of orders, in our email system, to receive a copy of your order. We do not charge tax on our website, as it shows on the order receipt there are no taxes added. While we redo the math, it would be have been $29.35. We aren't denying we owe you, we asked for a copy of the invoice you stated we sent with the discount code on it. We do not have access to the system to check that we owe any items or funds out. We cannot simply go off of an email on an order placed almost a year ago. This order was placed April 11th of last year, almost a year ago. We send out a mass email twice last year letting our customers know we would no longer have access to the systems (we cannot control if our emails are not delivered to our customers inbox), after the time had ran out for us having access to those systems, you reached out and stated we owed you a discount. Items we discontinued on our old site was requested of customers when we launched the new site and we decided to give many items a second chance *(which may be why they are now listed on the new site). There were no ways of connecting discounts to customers in our old systems, which is why we rebuilt our site and launched a new one. If you had tried using or reaching out about the codes prior to Jan 1st we would have been able to assist you further, but we have absolutely no documents to back up your claims. We cannot control how our email reply came across to you when we did INDEED send mass emails letting customers know of the change way in advance. We can only apologize that you found that information rude. As you can see from the shipping screenshoot, all order items shipped. Also note, no actions can be taken from this screen as this is connected to the old system. All we can do is search the shipments. We were lying about the code either. IF you have the code, we could create an account in the new system with the email attached to the old order and give an account credit that can be used during checkout. We stated we didn't have acess to the old systems to look up any credit that may have been given. If a customer had the code we most definitely would apply it in the new systems. However, we cannot just add credits to accounts with no proof as to owing items or funds. We most definitely have applied discounts in the new systems when customers have sent their copy of the discounts or owed items. We can only meet in the middle, we cannot just give refunds without basis of knowing we have owed them, or if the customer has already used their discounts (as that has happened and the customer just forgot they used them) referring back to the old systems. The new systems they are added directly to the email attached to said orders. You ask if you spent $300 why would you dispute $29 worth of products, but we ask if that discount was so important then why didn't you reach out previously to the deadline? Why wait almost 1 year and after a mass email was sent stating we cannot access any old orders in our new systems after a certain date? 

• Initial Complaint

  Date:03/11/2023

  Type:Sales and Advertising 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.

  Falsely displaying a product. Got my product ask to return. They then got rude via email. Horrible business here! Rude people said lies on my response on their public rebuttal about our conversation. Absolutely the worst company in the world. All I was asking for was the ability to return a product that they mis represented on their website. Oh ya it was all of $10.
  
  
  I will add the rudeness from thi company via pictures. Would love to give you full email.
  
  Also Snapshot of public lie response on their website.

  Business Response

  Date: 03/11/2023

  Customer made a purchase for 4oz of Anitta Sol de Janeiro fragrance oil. The website not only says its a fragrance oil, but the photo states it for demonstration purposes only, the fragrance category also states they are raw, uncut fragrance that must be put in a carrier oil or base in order to be used. Attached are the photos of what the customer emailed. They stated: I was sent the wrong item.  I bought a bottle that was supposed to be a bottle that can spray be used as a perfume.  Just like it looks in your picture from the website.  Not happy at all!  I want right product, I will send back.  Send a label.  Sent picture of the wrong item you sent Order #******. Our reply: Good morning, We do apologize that you assumed you were receiving a bottle of perfume. However, the listing states it is a fragrance oil (not a perfume), the photo states it is for demonstration purposes only, and the category states they are raw uncut fragrances that need to be added to a carrier oil or base. Nowhere on our website does it state we resell finished products. We are a supplier for ingredients to people who make handmade products. The wrong item was not sent, you received exactly what you paid for, a 4oz bottle of Anitta fragrance oil. Therefore, no exchange nor refund will be given. Their next reply: I ordered what was in the picture. We met a women at the airport in Atlanta and liked what she was wearing. She in showed us the bottle. Told us to got to your website and order. So we did order what was in the picture. If you don’t stand behind what you have posted on your website. You are a horrible business! Unbelievable. Our reply: You ordered was the listing was stated it was. It states it is a FRAGRANCE oil and the photo states it's for demonstration purposes only. It is not our responsibility to ensure customers read the listing name and description. We have stood by what is posted on our website. We shipped you a bottle of Anitta FRAGRANCE OIL. Nowhere posted on the listing does it state you're purchasing a perfume. After the back and forth the customer leaves a 1 star review on our website accusing us of false advertising. What they failed to include was the fact they emailed calling us little ******* and wishes our day, year, and life be the worse they can possibly be. All screenshots show what the customer purchased, what was shipped, and was delivered. Including the rude customer email calling us vulgar names. 

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They said i called them swore and called names.  I just asked to get a label so i could send back.   What i bought does not look the same as pictured.  Doesn’t even have the ability to spay as it should have. 
  
  Regards,
  
  **** ******* 

• Initial Complaint

  Date:12/23/2022

  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.

  Seller incorrectly filled my order substituting 2 of 4 oz bottles for a 1 of 8 oz bottles and substituting 2 of the 16 oz for one 32oz. contacted seller and his responses are very unprofessional. seller very defensive and refusing to acknowledge his mistake and insists that he filled order correctly and that he could do this substitution without getting buyer approval and that buyer should have expected this. very aggressive and unprofessional seller.
  just reporting this for informational purpose and to help protect other customers.

  Business Response

  Date: 12/25/2022

  As states on our website, we are a green friendly company. We fulfill orders with the earth in mind. If a consumer purchases 2 of the same item, they are packaged within 1 container. It is also stated for special requests to please let us know. Consumer did not reach out to us prior to leaving negative reviews. Once they did request a refund 6 days after delivery, we denied them since they did receive what they paid for. They purchased 8oz of 1 fragrance (2 4oz) and they received 1 8oz bottle of that fragrance. They then filed a chargeback stating they received good significantly different than what they purchased. Which is incorrect. They purchased 8 total ounces of 1 fragrance and thats what they received. Customer blames us for them ignoring our green friendly message listed on our website. They also lied in their chargeback stating they reached out for a refund and never received reply. Screenshot shows we did reply straight back denying that refund due to they received what they paid for. They also state if they wanted 32oz they would have ordered 32 ounces of base. But they did order 32oz of base. The listing does not give a 32oz option, it gives 16oz option. They purchased 2 16oz sizes and we fulfilled that item in a 32oz bottle. 

  Business Response

  Date: 12/25/2022

  Screenshots just to show a review was left prior to reaching out to us. Once we responded to the review they reached out and demanded a refund due to their thinking we wrongfully fulfilled their order. We replied with a quick reason as to why we would not be doing a refund. We fulfilled their order according to the terms we list on our website, in which they accepted during checkout.

  Customer Answer

  Date: 12/27/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  ****** ******