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:06/25/2024

  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.

  I had one of the worst customer service experiences with this company. I mistakenly thought that ordering direct from the manufacturer was more reliable/trustworthy but was clearly mistaken. I placed an order on June 9 for some baby items as I am expecting a child soon. My order was delivered June 12 and I wasn't able to immediately open it, but when I did, I discovered that they incorrectly fulfilled my order and the colostrum collectors I was anticipating had been replaced by the wrong item. I emailed them on June 19 of the error and offered to send the incorrect product back. They responded on June 20 with a return label that I was unable to print from home. I immediately emailed back that I would mail the wrong product back ASAP but also asking when the colostrum collector would be shipped as colostrum collection is a very time-sensitive part of pregnancy. I did not receive a response until I reached back out this morning, June 25. They informed me that the correct product would not be shipped until the incorrect product was on it's way back. Excuse me? They are placing the majority of the responsibility of making this right on me, even though I was not the one who made the fulfillment error in the first place. When I expressed my disappointment in this, I was quickly answered with a generic apology for the inconvenience. Apologies don't carry much weight when the company you are dealing with does literally nothing to actually make up for the inconvenience. I truly intend to send the incorrect product back, but as someone in the very tail-end of pregnancy who doesn't have a printer, didn't have shipping supplies, I cannot believe the customer service I've received and would not recommend ordering from Haakaa to anyone.

  Customer Answer

  Date: 06/27/2024

  "All other products can be sent back to us for a refund within 30 days of delivery. To be eligible for a refund, the item(s) must be new and unopened.
  Email ********************************** within 30 days of delivery to obtain a Return Authorization Number (RAN) and return shipping address.
  Write the **** clearly on the outside of your return package. Please include copy of your packing slip inside your return package. We also recommend that you keep a copy for your records.
  Pack the item(s) securely. We recommend to track and insure your return package. Haakaa USA is not responsible for return postage, the cost of insurance, or lost or undelivered items.
  Ship the product as soon as possible so it arrives at our warehouse with 45 days of receipt of the item.
  We inspect all returned items and will refund you based on the condition of the item. The original shipping and handling charges, if any, will not be refunded.
  Please allow 5-10 business days to process your refund upon receipt at our warehouse. We will credit or refund the purchase price paid by you for the item(s) plus any tax paid on the item(s), less any discounts, rebates, credits or refunds already given to you in connection with such products."

  The above is the return policy. The problem is that I wouldn't need to return anything if they didn't incorrectly fulfill my order in the first place. They made a mistake in their order fulfillment, it was a time sensitive product I needed, and they refused to send me the correct product until I sent their incorrect product back to them. I have no problem doing so, but the delay is rendering the original order extremely late and I will not have the adequate time to use it as I need. 

  

  Business Response

  Date: 07/18/2024

  Dear BBB,
  

  Thank you for bringing this matter to our attention. We sincerely apologize for the poor experience our customer had with our service. We take full responsibility for the issues described and are committed to making things right.
  

  The customer placed an order on June 9, which was delivered on June 12. Unfortunately, the order was incorrectly fulfilled. Upon being informed of the error on June 19, we promptly sent a return label on June 20. However, our response regarding the replacement shipment was inadequate.
  

  To resolve this matter, we have taken the following actions:
  

  Immediate Refund: The customer requested a refund instead of a replacement. We issued the refund as soon as we received the returned incorrect item.
  

  Monitoring Return Status: We monitored the status of the return closely. We promptly shipped out the replacement as soon as the return package was on its way to us, rather than waiting for it to be delivered. This was to ensure the customer received their replacement as quickly as possible.
  
  Enhanced Communication: We have reiterated the importance of timely and empathetic communication to our customer service team to ensure that such issues are handled more effectively in the future.
  

  We regret that our customer had to endure this inconvenience, especially during such a crucial time in their pregnancy. We value their feedback and have taken their concerns seriously to improve our service.
  

  Regarding our policy of needing confirmation that the incorrect item is being returned before issuing a refund or replacement, we would like to provide some context. As a company, we do not collect customers' payment information directly due to security and privacy concerns. This policy is the only feasible way we can ensure that incorrect items are returned to us, allowing us to maintain inventory accuracy and prevent potential losses.
  

  We understand how this policy may have caused inconvenience and frustration in this instance. However, we were not informed that the customer had difficulty printing the return label. If we had known, we would have provided alternative solutions sooner.
  

  We are reviewing our processes to find more customer-friendly solutions and prevent such issues in the future.
  

  Thank you for your understanding.
  

  Sincerely,

  *******************
  Eastrock LLC