ComplaintsforAttitude

• Initial Complaint

  14/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about 3 August 2022 i ordered from Attitude six tubes of toothpaste along with a bottle of hair conditioner in order to reach the $60 minimum amount for free shipping. upon using the toothpaste, i noticed an odd "warming" sensation in my mouth. i have no known allergies and no toothpaste i have ever used has produced this effect. per email Attitude invited me to write a review of their toothpaste which i did, stating the strange "warming" effect that occurs when using it. Instead of showing this review on their website, i received an email in which the company expressed concern about this effect. they informed me of their intent to "examine" the product, then get back to me. some time later i received an email stating that there was nothing wrong with the product. i was offered a gift certificate in the amount of $47.70, the amount of the toothpaste purchase which i acccepted at that time. on 13 October i attempted to redeem the certificate and found that i could not log in Attitide's website. i also found that in order to receive free shipping i would have to spend a total of $102,35 (minus the gift certificate amount for $47.70) so another $54.65. I did not want to go forward with that financially nor did i want to incur the risk of ending up with products thay may cause problems. that same day i emailed Attitide to ask for a refund along with an offer to mail back -at my expense- the six tubes of toothpaste. in a return email today', Attitude refuses to refund my money, insisting that there is nothing wrong with their toothpaste and since a gift cerfiticate was issued, refunding my money is now impossible.

  Business response

  14/10/2022

  Hello,

  I have attached some pieces of evidence. The first conversation we had with the customer, where we told her that we had investigated with our quality control team and had not found any anomaly with our products. You will also find a screenshot of our policies that clearly indicate that our sales are final and that we do not issue refunds for dissatisfaction. That said, we did offer her a gift card for the value of her products, as we understand that the customer was not going to use the products. This is not a common practice, we wanted to make a gesture. She accepted this compensation. 

  You will find the last conversation we had with her when she came back to us. We are indeed having small technical problems with our website but that does not prevent her from using her gift card. Her whole point about the shipping costs is wrong. You will find attached a screenshot of a fictitious cart we made with her gift card. She doesn't need to log into her account, and she only needs to go over $60 to get free shipping, even if she uses her gift card. In our example, she would only pay $17 for example. 

  Again, we do not offer refunds if there is no problem with our products. Unfortunately in this case, the customer's complaint seems to be a refusal of our policies which are clearly posted on our website. We did make a gesture of creating a gift card for her and were on hand to help her use it since it seems the customer did not know how. But there is no problem to use this gift card and she doesn't have to spend more than $100 at all to use it. 

  Our team respected our policies while making a gesture to the client. I don't think the complaint is justified here.

  Thank you very much for your understanding. 

  Regards,

   

  Customer response

  14/10/2022

  ********** ********
  
  I am rejecting this response because:

   

  the toothpaste created an odd and perhaps damaging effect in my mouth and as such is unfit for use by me.  i would assume that a product i purchase can be used for it's intended purpose and given the physical reaction i experienced, i cannot,  also by the documentation provided to *** from the order i created on attitude's website, i would have had to purchase 2 additional items  ""(almost there! add 2 or more items to unlock free shipping!)" and spend a total of $102 and change to qualify for free shipping, not $60. my husband just created an order on the website totalling $71.40 and the same prompt to purchase 2 additional items appeared.

   

  attitude appears to be a company with deceptive practices.

   

  
  
  Sincerely,
  
  ***** ********

  Business response

  18/10/2022

  Hello there.

  Once again, our quality control team has investigated and there is no problem with our toothpaste. Our products undergo independent dermatological testing, including the RIPT (patch test) on human volunteers. Through this process, we ensure that our products are gentle and safe for most skin types. That said, we cannot test products on all existing skin types (and in this case, mouth). It may happen (rarely) that some people are sensitive to an ingredient in a product. We followed our policies with the client and had her fill out our form for our team to investigate. See attached screenshots for the complaint. As you can see, the customer indicates that the problem is "an overabundance of foam, slight "burning" sensation". Our R&D specialist indicates in French "Batch conform to release, microbio ok - Advise to stop using and if the problem persists to consult a doctor". This is a personal appreciation of the customer rather than a quality problem and again, as mentioned on our website, we do not normally offer compensation for dissatisfaction with a product. We take quality complaints very seriously and will send replacements or refunds in the event that there is a problem with our product. In this case, after investigation we have established that this is the customer's point of view, since the investigation did not reveal anything and this is the only feedback on this product. However, we were happy to compensate the customer with a gift card. 

  Regarding the all situation of the gift card. As mentioned to the customer in our email exchange of October 13, we are having some issues with our website at the moment. We apologize for the inconvenience. What the customer sees at checkout, the "Almost there! Add 2 or more items to unlock free shipping!" is one of those problems. This sentence appears in every checkout to propose an add-on, no matter how much the cart is worth. We sincerely apologize for the inconvenience. This being said, as you can see in the screenshot sent to the customer (see attached), or the screenshot I sent you previously, we can see that despite this sentence, if the amount of the cart exceeds $ 60, shipping is free. Once again, the customer only has to have a basket of $60 or more to get free shipping. We are always available to help our customers, by email, chat or phone. Our team is currently facing many website technical problems that we hope to solve very soon. Our customers may indeed be confused sometimes and we are happy to clarify situations and reassure our customers. 

  Thank you again for your understanding.

  Best,

  Customer response

  18/10/2022

  
  ********** ********
  
  I am rejecting this response because:

   

  1.  instead of posting my review, this company sent me a form to fill out.  clearly, Attitude selects reviews that benefit them to paint a positive picture of their products, thereby purposefully misleading their -prosptective-  customers

   

  2. "free shipping" at $60 is a falsehood as demonstrated by my previous answer and proof.  i would assume this duplicitous "feature" could have been fixed a long time ago.

   

  3. i have yet to see only the slightest effort on the part of Attitude to make an accomodation other than their so-called "gift certificate" with free shipping at $60.

   

  
  
  Sincerely,
  
  ***** ********

   

   

• Initial Complaint

  14/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 63 dollars worth of product on June 6th. On June 9th I received email that order had shipped. On June 10th, according to tracking update, the package arrived in NY. But around 12:30 am on June 11th, tracking updated as product being damaged and undeliverable. That was Saturday. Today is Tuesday, the 14th. I tried several times to reach Attitude via phone, chat, and email to no avail. I finally called Fedex. All they could tell me is they received package in damaged state and would be sending it back to Canada. I have yet to be contacted by company. I have not ordered from this company before. Their products seemed to be great from the reviews. So, I bought from them and paid in good faith. In return, they sent out a damaged product that FedEx refused to deliver. That says alot about their character, despite what their web page may say. ?? I am not impressed by this company's poor customer service. They are not very concerned with resolving this issue. As it stands, I will not be attempting to repurchase these items unless I receive a satisfactory response and recompense from said company. They have left a sour taste in my mouth as a first time customer. They must not value their customers much to send out damaged products at worst, or, at best, to not ensure the products arrive non damaged and are packed securely. Final note, I must nit be the only one to have such an experience because theirs another review that more or less states same problem: damaged items and no response from company. Sad!! But glad to have this experience first off so now I know

  Business response

  16/06/2022

  Customer contacted us on Monday June 13 at 7:28PM EST. Our offices are closed during this period, our opening hours are from Monday to Friday, 8 am to 5 pm EST. 
  
  We reply to customers within 24 hours after the email has been sent.

   

  This being said, we replied to her numerous emails on Tuesday June 14 at 11:43 am, with a resolution, offering the customer to replace or to refund the damaged order. Customer did not respond to that email. 

   

  We sent another email to her on June 14 2:28 pm EST, offering again to replace or to refund her order that was damaged during transit. She then responded on June 14 at 9:29 PM EST that she wanted a replacement, which we provided on June 15 8:26 AM EST. 
  
  Issue has now been resolved. 
  
  
  
  

   

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