Complaints

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.

• Initial Complaint

  Date:02/13/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 for products in January 27. I then placed another order a week later. That 2nd order was shipped and said it was delivered but never came in on 2/11/23. The order from the 27th still has not been shipped and I keep getting emails that it was delivered. The customer service team keeps quoting the wrong order, and I never received either order. At this point, Id just like a refund for both and keep getting the run around. When I try to file a dispute in their site, the button doesnt work, but their resolved button works.

• Initial Complaint

  Date:02/08/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 made a purchase and paid for the items on 1/27. As of 2/8 they have not shipped and there is no response to email inquiries other than sorry it's late and we can't tell you when it will ship. They have the same product available on their Amazon store for delivery today but for nearly twice the cost. This has SCAM written all over it.

• Initial Complaint

  Date:01/28/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 purchased a holiday bundle totalling $54.16 on the 28th of december of 2022. I have not recieved any form of confirmation of my order and it has been over a month when i was promised 5-7 Business day delivery. I tried contacting their costomer service about 5 days ago and they still have not gotten back to me. I also attempted to check the account i created on their website that i placed the order from but i was given an error measage claiming they couldnt access that account. 0 contact and no delivery just feels like a scam or terrible buisness functionality. I would just like my money back.

• Initial Complaint

  Date:12/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 #******* on Cyber Monday, 28 Nov 22. Dr Squatch sent out an incomplete order, and generated a new order number #******** on 11 DEC 22. Failing to be able to deliver this order before Christmas, I requested the entire order be cancelled. Dr Squatch had me fill out a satisfaction guarantee form. Ignoring all my requests to cancel the order, they shipped the remaining items well after Christmas Day. I refused to accept this shipments, as the company says they don't accept returns, and these were ordered for Christmas presents to use with order #********, an order placed on Black Friday. The company first response was this was simply a shipment error that would being resolved. This was followed by a secondary response that they didn't have the product due to holiday demand and being a small business. Quite frankly this company is full of lies, they falsely present a satisfaction guarantee, and pursue greed, having failed to issue any refund despite refusing to accept shipment, when they accepted an ordered with an intent to delay shipment until after the holidays through deception. Because of these practices I will NOT be using any Dr. Squatch products or handing them out as gifts or stocking stuffers. This company has deliberately lied in its intention and handling of my order, refused to accept any returns of unopended products despite these orders needing to work togethers, and needing to arrive before Christmas, and ordered, and marketed in such a way that they would be delivered before such date. The company simply ignore customer messages, and has done nothing to issue the appropriate refund in this matter. Despite the customer declaration to not send incomplete orders, and when they did refusing shipment of the order, and offering return of incomplete orders. Bottomline the company knew it didn't have the products it was selling for Christmas, and choose to lie to customers. I don't want any of their products, now.

  Business Response

  Date: 01/19/2023

  Consumer Response /* (2000, 9, 2023/01/18) */ This complaint is resolved. The company issued a partial refund after the issues were returned to sender. Their lack of any return policy whichever deceptively and deliberately trying to mislead the customer does not go unnoticed. In this case they sold items that they had no stock, on a cyber Monday sale, that arrived much after the Christmas holiday. While indicating that this was a simple shipping error that was being resolved. Trust and honesty is the foundation of business, and Dr. Squatch not only fell short, but it took BBB compliant intervention to get them to do the right things and return monies back to the patron. But in the end the matter is resolved and you can close this case.

• Initial Complaint

  Date:12/30/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Placed order ******** that was supposed to have free priority shipping for Christmas. After I submitted the order, I noticed the priority shipping did not apply to the order so I emailed customer service. I was informed that they would cancel the order and have me place a new order with priority shipping and they would then refund the priority shipping after I placed the order and I would have my order by Christmas. Ordered ******** for $102 and was then refunded my shipping and told I would have my order by Christmas. Today is December 30. I still do not have my order and no longer need it since it was a Christmas gift. I have tried to contact customer service multiple times, and have been given a different answer every single time, this is actually the worst customer service I have ever experienced from a company. I am a long time Dr. squatch buyer paperwork Dash my husband and sons love the product, but I will no longer be purchasing from Dr. Squatch because of the horrible customer service, and inability to get any help with an order that was not received.

• Initial Complaint

  Date:12/27/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 tried to cancel my subscription for two months . They have disabled it where I cannot cancel it. I have also emailed saying they do NOT have permission to charge me, but still did. I need my money refunded please, I do not want this product i was charged for without permission.

• Initial Complaint

  Date:12/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  It is a subscription service. I was charged on 12/7 $59.40. I asked the status of the order a week after. They said it would take 1-5 business days to process. I contacted them on the 5th business day and they stated a technical error cause my order not to process although I was already charged. They reordered manually. 3 days later I contacted again for a status and received the same statement. Another technical error and they'd order again. I have not heard any response since asking for an update on 12/20. They still charged me and have not processed any order or shipped me any product.

  Business Response

  Date: 01/04/2023

  Consumer Response /* (2000, 5, 2023/01/03) */ Hi, Please close this complaint. They did provide a refund. Thank you, ****

• Initial Complaint

  Date:12/26/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 made a purchase from Dr. Squatch's online store (Order #********) and chose priority shipping which shouldve allowed the product to arrive a few business days before the holiday weekend. It is now expected to arrive an additional week later, or an additional 3-4 business days later. When brought up to their Customer Support it was stated that time is needed to allow for 1-5 business days of processing before shipping and that this information is available "at" the checkout page. It is not stated at the checkout page itself and I would have simply ordered a faster shipping option or not ordered at all had this been readily known to the customer. However on the checkout page you see "if you aren't 100% satisfied with your order, don't worry, the Doc will cover the cost!". I have attached a screenshot of the checkout page showing this as well as only seeing 2-4 business days for shipping estimates. Customer support additionally stated there is no reason for refund and apologized for not having the processing information readily viewable to the customer. I therefore believe this is not only misleading to the customers, but to not offer a refund potentially falls under false advertisement due to me not being 100% satisfied with the order, in accordance to the statement on their checkout page.

• Initial Complaint

  Date:12/23/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Placed an order on December 3rd and haven't received my order. It is now December 23rd. I've contacted the company numerous times to get an update on my order. Twice, they redid my order with new order days which further delayed my order processing. I also ordered a product they claim is not in stock but is still available on their website to order. That one product was refunded but I have yet to receive the order products.

• Initial Complaint

  Date:12/23/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 November 27, 2022 I placed a large order #******** with Dr. Squatch. This order included an advertised bundle of products that was not marked as out of stock or unavailable at the time of ordering. On December 13, ************************************************************************************ the bundle had been cancelled and a partial refund for the item had been initiated"For the Doc to get this order out as quickly as possible. . . " At this point, it had been more than two weeks since the order was placed. There was no update to let me know that it had been shipped. I contacted support asking when the order would be delivered as I needed it for ******** and the next day received the same message in reply without ANY shipping or delivery information. I waited. Nothing came.On December 23, 2022 I sent another email to support, stating that I still had not received any product nor shipping information and wanted to know when I would get the product as they have my money. At 4:40pm I was sent an email letting me know that "We've had to remove the Crushed Pine ***** Oil from your order as well, in order for the Doc to get this out to you as quickly as possible. . . You'll still receive the rest of your order- it has not been affected by this change." Once again, no shipping or delivery information was included. When I looked on my account, the order status states "partially refunded" and no shipping information has been included. I am now nearly a MONTH out from my original order and they are just figuring out that they don't have the product for the bundle they advertised and ran as a special; a month out and still haven't shipped it? So much for a ******** gift. The way they refuse to answer the simple question of shipping or anticipated delivery date seems fraudulent. There is also no way to contact customer support by phone and I'm beginning to suspect that there is a BOT answering the support email.