Complaints

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• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair 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.

  My products arrived in a paper mailing bag offering it no protection. It arrived leaking. The bottles and bag were covered with the emu oil that leaked out of the bottles. The seller seems to think it is no big deal since they ship in a "leak proof bag" as I was told, as if expecting it to leak. I was told the oily residue could just be wiped up with a paper towel. I did not pay $104 for products to have some wasted from leakage and to wipe it up with a paper towel. I expect to get the full amount that I paid for. Not part of it and a greasy bag and bottles covered in oil. Had the seller packed it better this would not have happened but to suggest I should just wipe up the oil and waste more product that I paid for is absurd.

  Business Response

  Date: 08/08/2024

  I am satisfied that the shipment was damaged in transit. We had agreed on the telephone to replace it and asked the customer to return the original package to us at our expense, which we were diligently working on with a recompensitory package in addition. However, we then received a demand for a refund from the customers bank apparently, which was in addition to the replacement package agreed upon and now we are hearing from the BBB.  Is it time for us to consult our attorney? We would be happy to agree to either but not both. Please advise us upon the required action.

  ****

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22075266
  
  I am rejecting this response because: I have never spoken to this person on the phone, I have only communicated by email.  I contacted the company the day I received the leaking package on July 29.  I was told he hoped to resolve the problem immediately and would be happy to replace the oil.  Had I ever received the replacement I would have sent back the leaking oil at his expense if he wanted it returned but as I said I never got a replacement.  Since I have got no where I was left with no choice but to request a refund through my credit card company.  I expect an immediate refund.  It should never take this long to resolve a problem.  After I receive a refund for the leaking bottles I was sent I will gladly return the oily bottles at the company's expense by providing a shipping container and prepaid label.  This could have been resolved from the very beginning like any reasonable business would do. No replacement oil was ever sent and I was not about to ship anything back at my cost and hope for a refund.  Now to want to contact their attorney instead of taking care of a problem says a lot about the kind of customer service they provide. I have never asked for both a refund and new product.  All this time I have been out my money and have a leaking oily mess of products and the seller has done nothing to fix it.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/20/2024

  We did issue a refund, last week.

  I called the customer and spoke to her through her husband, who was prompted as a go between and they refused to return the products.

  On the phone the husband confirmed tampering in transit.

  The bubble wrap polymer packaging has proven satisfactory for the last 15 years.

  Is there further action tat the BBB would like me to take?

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22075266
  
  I am rejecting this response because:  As I said I never spoke to this person on the phone and have never refused to return the product.  The following is copied from my last response to the BBB -[ After I receive a refund for the leaking bottles I was sent I will gladly return the oily bottles at the company's expense by providing a shipping container and prepaid label.  This could have been resolved from the very beginning like any reasonable business would do. No replacement oil was ever sent and I was not about to ship anything back at my cost and hope for a refund.  Now to want to contact their attorney instead of taking care of a problem says a lot about the kind of customer service they provide. I have never asked for both a refund and new product.  All this time I have been out my money and have a leaking oily mess of products and the seller has done nothing to fix it.]     The seller has not provided and shipping label or proper packaging in order to return it.  I am pretty sure the **** would not have accepted a greasy bag with leaking products.  I have never dealt with a more unreasonable seller in my life.                                                             

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

   

  My response was submitted before I was finished so I would like to add to it if possible.

  The following is copy and pasted from the sellers response on 08/08/2024  - MESSAGE FROM BUSINESS:

   

   

  I am satisfied that the shipment was damaged in transit.We had agreed on the telephone to replace it and asked the customer to return the original package to us at our expense, which we were diligently working on with a recompensitory package in addition. However, we then received a demand for a refund from the customers bank apparently, which was in addition to the replacement package agreed upon and now we are hearing from the BBB.  Is it time for us to consult our attorney? We would be happy to agree to either but not both. Please advise us upon the required action.

   

  ****

   

  As you can see no one refused to return the product as the seller is now claiming in his last response.  That is an outright lie.  I am tired of going around in circles with someone that is not being honest.  He says to return it at his expense and was working on a replacement package why have I not received a shipping label or replacement package.  He is now changing his story or seems to forget what he said before.  I am satisfied that I finally got a refund after over 3 weeks of hassle.  Had I received a package and paid shipping label it would have been returned.  The greasy/oily package it arrived in was not suitable to reuse and certainly would not be accepted by the post office.  I hope this resolves this matter now because it is un fair and a waste of time to have to keep dealing with someone that changes their story and is not being truthful at all.

  thank you

  *******

  Business Response

  Date: 08/26/2024

  You have the refund. You are resorting to name calling.  

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22075266
  
  I am rejecting this response because: No I am not name calling.  I only referred to the sellers own responses that contradict each other.  I am satisfied to have finally received a refund for a damaged product after all this time and hope this can now close this case.  It is unfortunate a simple problem could not have been taken care of right away without having to resort to outside sources to get something accomplished as the seller was not doing anything he said he was going to do.  In addition, on Friday, August 23 I received a rather ignorant and vulgar phone that just so happened to have originated from the same area as the seller is located.  Coincidence, hmm, I wonder.  That will be dealt with through another avenue.  I thank the Better Business Bureau for all your help in resolving the case and have documentation in writing of what really was said and took place.  Please close this case.

  Thank you
  
  Sincerely,
  
  *****************************