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Business Profile

Aromatherapy

Simply Earth

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Aromatherapy.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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Complaint status

Complaint type

  • Initial Complaint

    Date:04/11/2024

    Type:Product 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.
    On 2/20/2024, I signed up for a subscription. Simply Earth had an offer the first box was ***** after that it would be $43 per month for a box. You could skip a month and cancel at any time. As you could see in the attached photo I received numerous emails on 2/20/2024, The day I signed up. I never received another email until where it says 9:12 AM ,which s today 4/11/2024. However, they continued to bill my account without any communication notifying me that my box was on the way, that I had an opportunity to skip it, cancel it, that it arrived, or delivered, NO COMMUNICATION AT ALL! When I went online today to cancel my subscription there is also no choice to do so. When I called the company and asked them where I never received anytime of communication from them in the last two months since my initial sign up, I was FIRST told it was because I didn't sign up for alerts. When I questioned her because I had my account up she said if you scroll all the way down to the bottom of the page there's somewhere to subscribe for emails. I informed her yes that was for essential oil recipes . I also informed her that I have several other subscriptions whereas I never have to sign up to be told when my delivery is on its way or has been delivered . She then went on to say oh maybe the email is in your spam . I informed her that I am 57 and that I researched everything before calling them and I only have the emails from the original day in February that I signed up along with email this morning for resetting my password .I find this whole subscription deal very fishy and the fact that I'm on their website now and there's nowhere for me to cancel my subscription either.I'm not looking for the whole eighty one dollars back . I'm looking for $47.97 in March that I was charged without any notice of a subscription on its way and giving me the opportunity to cancel or skip if I desired . I'm also looking for this company to make sure they have better communication in place.

    Business Response

    Date: 04/12/2024

    We have refunded the charges and we will take note of the customer's feedback of our Notifications. 

    Customer Answer

    Date: 04/15/2024



    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 addition to the resolution, my hope is that the business makes the necessary changes to their notification policy so that their customers have ample time to accept or make changes to their incoming deliveries.

    Regards,

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


  • Initial Complaint

    Date:04/03/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 have been receiving a subsription box from this company for 6+ months. My recent package came damaged and I have tried several times to contact the company via email and submitting photos of my damaged item and I am not getting any response from them. I have cancelled my account until this is remedied.

    Business Response

    Date: 04/10/2024

    We have responded to the customer via the email she has sent to us separately. As of writing, we have only received on email from her, but we will coordinate with the customer to get this resolved. 

  • Initial Complaint

    Date:05/18/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Simply Earth is scamming people out of money....they tell you that you can cancel at any time but they don't make it clear that they will KEEP CHARGING your card on file for another YEAR!!!When I email customer service NOBODY answers....when I call the customer service phone number...it HANGS UP before I can leave a voicemail!!!They are obviously scamming people!!!!I want a full refund!!! They need to be stopped!!!!

    Business Response

    Date: 05/22/2023

    Greetings BBB!

    In line with the complaint received, we have evidence that we have provided a timely response to the customer's request for cancellation. Attached is the screenshot where we have responded to the customer's April 25th Email, with the initial cancellation greeting as per our process, as well as a time stamp where the customer was only able to view the email on May 18th.

    She was then able to cancel her subscription accordingly as seen in attachment 2, but only after submitting a complaint to you. 

    The instructions we provided were clear and concise for her to cancel her subscription via her online account, and the fact that she neglected to view our response should not be taken against us. 

  • Initial Complaint

    Date:05/03/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 the first box from Simply earth. Almost immediately after I started contacting them because I canceled online and found that they were still sending me emails. I called the company and left messages and was never returned. I mean email them over and over again telling them that this account was canceled. They have used all kinds of tactics, including replying to one email that said that I was canceling my account, stating that I didn't have two accounts. I never asked about two accounts. They are ignoring all email correspondence but are spamming me daily with advertisements. At this point I believe I will have to contact my credit card company and let them know that this is a fraudulent charge. I see that user rating is nearly as low as a rating can be. I should have looked at that before I engaged with the company to begin with. I want my account canceled with them and I want the charges monthly returned to me. At this point there has been one, but within a few days they're going to charge me again. The one extra box that they have charged me for so far was returned as customer refused. I have many email correspondence but cannot figure out how to upload them to you. If I have to I will screenshot them and send them to you. Thank you! Sincerely and blessings,********************* ************************************************************************ ************

    Business Response

    Date: 05/05/2023

    Greetings!

     

    We have already coordinated and refunded the amount back to the customer's account. Please see the receipt of the refund attached. 

  • Initial Complaint

    Date:11/11/2022

    Type:Product 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.
    Loved their oils and sets, until they charged me 3 times for the same order. They have acknowledged the issue and that they owe for $83.46 but have yet to refund the account. They blame it on my credit card, I have spoken to multiple people at the credit card company and all state there is nothing on their end. It is released and it is possibly on their end with their credit card processing company. Simply Earth refuses to refund the money they mistakenly took, admitted to and it has been since July. I have been more than patient and I have tried to work this out with no resolution for months. I just want me $83.46 back. I have been charged late fees and interest on this now as well and just want this done!!

    Business Response

    Date: 11/15/2022

    To Whom It May ****************************** at Simply Earth are truly sorry for the experience. There was a massive issue with our system that caused multiple charges and we have refunded the customers as necessary. The customer in question, however, has placed a dispute with their bank, before contacting us, causing the funds to be held for a time. This is also shown on the thread the consumer has submitted, along with screenshots from our payment processing system. While we are still unable to file for a refund, we are definitely open to reimbursing the customer via Paypal, should this be amenable to her. 

    Customer Answer

    Date: 11/15/2022

    [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:

     

    Please refund to my PayPal account for ***************** in the amount of $83.46 to close this matter. I filed a dispute with my credit card company which Simply Earth tried to deny at first. I also asked for reimbursement in another manner and still did not get this resolved since last July

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me once the refund is received 


    Regards,

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


Simply Earth is NOT a BBB Accredited Business.

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