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Business Profile

Beauty School

New Directions Aromatics Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:10/11/2023

    Type:Delivery 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 placed an order with them on October 12. They charged me in full and provided me with an estimated delivery date of November 2. In that time, they sent me three different packages with no explanation or communication and hundreds of dollars of my order is still missing. Over the course of the last two weeks, I have emailed and called several times, submitted an online contact form through their website, left a voicemail, and they refuse to respond. They have now shut off their phone lines. I have requested a refund for the missing items and have yet to hear back. Refund amount is $336.89 plus 13% tax and less 5% discount.

    Business Response

    Date: 23/11/2023

    I want to express our sincere apologies for not meeting the high standards we set for ourselves in fulfilling your recent order. At New Directions Aromatics, we are deeply committed to customer satisfaction. It's clear we fell short in this instance.

    The delay to your order arose as we undertook significant upgrades to enhance our business operations, including new Order Management and Warehouse Management Systems.  Due to the unique circumstances of these changes, we thought it best to partially fulfill your order line items as fast as we could as these items became available.  We placed a "back order" on others and are quickly fulfilling those now that we have returned to a normal level of inventory and operational efficiency.  We erred in our judgement in that regard, and further exacerbated the situation with substandard communications.

    Post-pandemic, customer expectations are perpetually increasing.  We implemented these changes to improve our service offerings to you, including faster order processing and enhanced customer support. Unfortunately, these improvements inadvertently and temporarily extended our order fulfillment and shipping times.  We regret the impact this has had on your experience.

    Our team has been diligently working to resolve these issues swiftly, going above and beyond by working nights, weekends, and bringing in additional resources.   We are now in a stronger position to meet and exceed your expectations into the future, with faster shipping, more accurate inventory, and improved communication.

    Irrespective of the remediating actions we have undertaken, we fully acknowledge the frustrations we have caused.  Accordingly, we have processed (and have confirmed) that a refund of $358.44 was processed on 22-November-23.   If you remain unsatisfied, please reach out to me directly at **********@**********************.com.  I am at your service, and we will make it right for you. 

    We value your business and your loyalty.   We are committed to ensuring that your orders are delivered accurately and promptly – Right First Time, On Time, Every Time. Your patience and understanding during this period of transition have been greatly appreciated, and we are excited to demonstrate the enhanced capabilities of New Directions Aromatics with your next purchase.

    Warm regards,

    S.E. D., C.E.O.

     

    Customer Answer

    Date: 23/11/2023


    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.

    Sincerely,

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

New Directions Aromatics Inc is NOT a BBB Accredited Business.

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