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:12/06/2023

  Type:Service or Repair 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 skin care product from Ursa Major ********* via a social media ad from them offering a significant discount. Their environmental and cruelty free values lined up with mine and the reviews of the company that I found were good. The product is an eye cream called Forest Alchemy Eye Cream. I paid $47.26. I opened it on Monday and applied it to my eye. It was too thick and caused irritation to the sensitive skin around my eye, so I contacted the company via email to tell them my experience. I also told them that I really wanted to like it and was sorry that it did not work out. I received a reply stating that I should fill out their online return form, they would send a return shipping label , and once received they would send a refund. Unfortunately my order number was not accepted, so I sent a second email to the company. I received a reply a day later rejecting the response as it was too late to return it, advising me to give the product to someone else. I went back to check my original order confirmation as well as the receipt with the product and did not find any information on an a deadline for returns. This needed to be stated upfront and in writing. I then went to the companys website and through a lot of digging found numerous complaints about the product there. Most complainers (ratings of 1-2 stars out of 5) received their money back. Some complaints contained photos of red, irritated skin from this product. I am retired and on a fixed income. An almost $50 expense is a lot for me, but I occasionally splurge on a nice makeup like this. I just want my money returned. That is my only request. I have tried repeatedly to resolve this with Ursa Major, but my final email was ignored. I can copy and paste the text of the email exchange if you need them. Respectfully yours, *******************************

  

  Business Response

  Date: 12/12/2023

  Firstly, we would like to apologize for the upset this caused our customer! It was in no way our intention, and we want extend our sincerest apologies.
  
  
  To give a bit of context, the customer ordered and received the product from us over 6 months prior to their request for a refund. Our Return Policy - which can be found stated very transparently within our website ************* allows returns and refunds up to a maximum of 30 days. Since the 6 month window of time was well outside of our Refund Policy guidelines, the customer was initially denied a refund due to our existing policy, and was offered an equivalent store credit or a different product. This was not preferred by the customer, and while we always want to make sure we work with our customers to come to a good solution, we were also hitting a bit of a roadblock attempting to refund their preferred payment method.
  
  
  Needless to say, we got in touch with the customer promptly the following week to discuss a solution and worked with our finance team to get the customer the refund they were seeking. The customer left on good terms and we hope they are satisfied with the outcome they received! We are also very happy to provide proof of the refund that was provided to the customer in full on 12/7/23 date if needed.