ComplaintsforBlank Slate Wellness

• Initial Complaint

  19/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I was ordering Green Juice from a company. Payed about 77$ for the first few months. The company had many changes over the year. Understandably due to Covid. I was ordering 7x 510ml green juices. By the end of my subscription the juices went down to 310ml. They also had a change in their subscription system. They sid that they are changing their deal from 6 juices to 7. As I was paying for 7 juices prior, they promised me that I would be paying less with this new subscription system. I actually ended up paying nearly 15$ more for less juice. When I called to cancel the owner of the company Sabrina, told me to log in and cancel myself. I couldn't find the cancel button, so I postponed my subscription for 5 weeks in a row, and notified her I wasn't able to cancel. I asked to please cancel for me. When the juice ended up arriving again 6!weeks later, I asked for a refund. ******************************************************************************************************************************************************************************************************************* She refused to refund me, and told me to stop contacting her. She ended up canceling the subscription manually after the fact. (I didn't notice they were charging me 15$ more till yesterday)

  Business response

  12/05/2022

  Business Response /* (1000, 5, 2022/01/20) */ To Whom it may concern, Thank you for providing the information in regards to this complaint. This customer did ******** that they would be filing a complaint to the BBB as they did not like the information that was provided to them in order to come to a resolution of their complaint, as we have followed all customer service guidelines, policies and procedures as we do for all clients. The complaint on file is providing inaccurate information. The customer was communicated with through several emails over a lengthly period of time notifying them of the changes of product packaging and subscription model we service. We have documented on file the several attempts to get a hold of the customer as they were on a juice subscription. Given their loyalty, We were reaching out personally to notify them that our company subscription model, pricing, and packaging was being changed. The customer was reached out too on several occasions unable to get ahold of, so the changes in their subscription were automatically applied as we did not want to interrupt their services of product given the relationship. This customer has been on a subscription for quit sometime. The customer had access to both the manager and owners personal phone number, as on several occasions we personally delivered and accommodated their custom requests. Due to COVID-19 and the affects on the supply chain, we were unable to access our initial inventory of 410ml glass bottles, in order for our company to continue operating, we had to make the hard decision to source local bottles and change material to BPA FREE plastic bottles in the size of 354ml Through our social media channels, email marketing, and website we had several notifications sent out in regards to the changes being made, publicly available for all our consumers. This customer did not agree to the change in bottle and referenced the change to a complete disgrace insulting the owner and the company of the changes that needed to be made in a ************************** manner, which was not warranted. The client had decided to cancel their subscription, which was respectfully obliged by our company, in which a personal link and all information was provided to them in order for them to to cancel their subscription as they have the complete right to do so if our product no longer aligns with them. At this point the customer proceeded to write a ****** ****** stating our product is not good and falsely advertised, stating they needed to warn people. At which point - we respectfully responded to the ****** ****** and again provided the client with the information to contact the company in order to have this rectified, as all the information was previously provided to them on several occasions with attempts to get a hold of them. We spoke with the client and told them our product has not change we simply had to change the packaging or we would not longer be able to opperate. We do not cancel subscriptions on behalf of any of our clients - however provide them with direct links and instructions to have it completed. The client went into their file and manually paused their subscription for 4 weeks. The client understood and deleted their ****** ******. we have several clients on subscription we do not manually monitor if a cancelation is completed or not as it is the responsibility of the consumer and we are here to assist and provide all the information and tools which were provided. Several weeks went by, The client unpaused the subscription as an order came through on our end early Jan, as we thought they may of had a change of heart so we proceeded to fulfil the order and send it out. In which the customer received. The client aggressively emailed stating they wanted it cancelled and to come pick it up immediately. We spoke with the customer on the phone and explained we provided the information in regards to the cancellation and did not see orders come through for several weeks as we thought the client proceeded with their cancellation. Seeing the order come through, we though there was a change in decision we proceeded to fulfill the order in good faith, as they have been a long standing customer. We proceeded to explain to the customer why there were changes in the packaging, due to the supply chain and the customer understood. We explained that we had personally tried to get ahold of them to notify them of the changes given the relationship, with no success of being able too. We also again, mentioned all the marketing material and email notifications to all our clients have been sent out to notify them of the changes and is readily available for review. given the order was fulfilled and shipped out we were unable to refund this order. The customer understood. At this point ***** ***** felt we are no longer able to fulfill this customers needs and respectfully decided to part ways and have any future orders automatically cancelled. At this point to avoid any further complications went into the clients file and cancelled the clients file. 1.5 week later (to date) The customer came back stating that they were unaware of shipping charges. We explained to the customer - depending on the time of the order being placed we use third party logistics and the rate is reflected on the order base based the services we have onboarded at that time of order placed. Shipping charges have been on all their orders and the rate has not changed for them. We explained to the customer the shipping charges are extended by the third party logistics and not apart of the cost of juice. We partner with the most cost efficient logistics companies however they are separate to our organization and reserve the right to adjust their pricing as well, which also was communicated to the clients concern. In good faith - we refunded the client their shipping charges for the last order sent out. The subscription model pricing for cost per juice concern was explained to the customer on the savings they were receiving with the change in model. Previous subscription client was on 6 pack plus 1 extra bottle. 6 pack - $66.30 plus 1x additional bottle @ $13.00 total = $79.30 total cost per bottle: $11.32 new subscription transitioned too 7 pack ( as we did not have a 7 pack available prior) 7pack - $69.00 total cost per bottle: $9.86 so the cost per bottle was explained accurately to the client in regards to the savings they would be receiving with the change over- reaffirming shipping was something separate to the cost per bottle. Communication was never withheld from the client with prompt responses to have rectified as we value our community and their concerns very seriously. all company procedures were followed to rectify this in a respectful and amicable way. Once all information was again provided in detail and refund was processed we notified the client that their file has been closed and thanked them for their continued support. ******************************************************************************************************************************************************************************* All documentation of communication and refunds are on file. if documentation is needed - it will be provided. thank you

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