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Business Profile

Health Products

Lotus Brands, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Products.

Complaints

This profile includes complaints for Lotus Brands, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/02/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 was sent product that was recalled and therefore am not going to use it. Additionally, it was advertised with the new packaging when I ordered it, which is why I ordered it from this vendor, yet I received the old recalled product. I was aware from the last time I was buying this moisturizer, that there was a recalled product still out there, hence was on the look out for the new packaging which I knew had not been recalled. When I received it today, I noticed it was the old packaging, not what was on the nourish organic website which is where I ordered it from. I checked the *** code, and sure enough, it is the one that was recalled. I reached out about sending it back for a refund, which they said they would do, but wouldn't cover the shipping. I should not have to pay to ship this back, and in fact, it shouldn't be sold to others since it was recalled, however I'm happy to send it back at their cost to ship it. They falsely advertised the product on the website with the new packaging, and sent the recalled one to me.

      Business Response

      Date: 11/09/2022

      I was contacted by *********************** regarding the Nourish Face Lotion.  I explained to her that Lotus Brands just took over the Nourish line in Dec 2021.  That the item was a recall in 2015 under Sensible Organics which was the previous owner.  I also explained that UPC #s do not change due to recalls, only lot #s and also that the lot# recalled would no longer be available.  This was my emailed reply to her on 11/2/22:

       

      That is the old packaging and it is what we currently have until we receive new packaged item.   The **** will remain the same regardless.  If you want to return for refund that is up to you.  We will refund for product only. There is nothing wrong with the product though. Keep in mind that recall was in 2015   Packaging for many products will change throughout time but the **** will always remain the same.  If returning please ship back to:

       

      Lotus Brands

      Attn: Customer Service

      1100 E. Lotus Dr

      ***********, ** 53170

       

      This is our standard return policy. Had there been an issue with this product at this time, we would have refunded without issue.

       

      We have since issued a refund to her credit card without the return of product.   

       

      Please let me know if I can be of further assistance.

       

      Sincerely,

       

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

      Customer Service Manager

      Lotus Brands Inc.

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

       



      Customer Answer

      Date: 11/09/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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 in that I have received a refund, and am not being asked to return the product at my own expense. It should be known however that all lots for that UPC code were voluntarily recalled by ****************, so Lotus brands should not be selling this to customers, and if they are, they should be showing the old packaging that they are selling, not the new (unrecalled) packaging, so that other buyers do not end up with recalled product. Thanks.

      Regards,

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

    Lotus Brands, Inc. is NOT a BBB Accredited Business.

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