ComplaintsforAloha Bay

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/12/23, placed order ****** with Aloha Bay for $55.58. Noticed a few days later that my credit card was charged $63.50.Immediately used contact form on website to reach out to merchant for explanation of the discrepancy, several times. No response.On 5/26/23 sent email that given the situation, will refuse package and want refund. Which I did and is shown under tracking number **********************. On 5/30/23, Aloha Bay rep responded by email that will issue refund upon receiving returned package.On 6/2/23, the package was out for delivery to the merchants address indicated on the package but was undeliverable, per tracking history.On 6/7/23 filed missing package with ************* ************** and on 6/12/23, was told package has been at **********, ** post office awaiting pick up.On 6/13/23, a male claiming to be from Aloha Bay had called me and stated he was to pick up the package that day and process my refund. No contact or refund to date. Side note: On 5/16/23, **** issued a price adjustment repayment of $7.92, the additional fee charged from my original payment of $55.58 to Aloha Bay.Please help me attain my refund of $55.58 as my efforts have been unsuccessful. Thank you.

  Customer response

  06/20/2023

  On 6/13/23, a male who identified himself as the merchant rep claimed he was headed to the post office and would pick up my refused package tracking **********************, held at **********, ** post office since 6/2/23 when return delivery was attempted. Emailed merchant's customer service on 6/17/23 for update and no response. Order for candles made to Aloha Bay on 5/12/23 of which paid $55.58. On 5/26/23, my credit card was charged $63.50 by the merchant. On 5/30/23, I was told the sale price I paid was no longer effective, I explained that I was taken aback by the overcharge, with no explanation or to my knowledge, nor consent thus I am refusing the package upon delivery. The package was refused and was "out for delivery" on 6/2/23 but "undeliverable as addressed." The ********** postal worked had contacted me on 6/12/23 in response to my missing package request Service ID MRC ************, that the package has been at the post office awaiting pickup but no one came. Please help me attain my refund of $55.58, as the extra fee was refunded by **** already. Thank you.

  Business response

  06/28/2023

  *********************
  Operations Mgr./CO-Owner
  Aloha Bay
  PO BOX 539
  **********, ** 95457 
  Complaint ID # ********
  Dear Better Business Bureau, We are writing in response to the complaint filed by the customer regarding their shopping experience with Aloha Bay. We appreciate the opportunity to address the concerns raised and provide clarification on the matter. According to our records, the customer had placed ********************** items, which were on sale in the month of April, in their shopping cart on alohabay.com. However, upon revisiting our site in May and proceeding with the checkout process, the customer expected the sale items to still be on sale. It is important to note that we have a longstanding practice of offering monthly specials, and as such, the sale items are subject to change at the beginning of each month. We understand that the customer noticed the charge on the day of shipping and decided to wait until the item was shipped and delivered to ****** before refusing the package during the delivery attempt. Our policy states that we require the physical return of items before issuing a credit to the customer. This policy is in place to prevent false customer claims and to ensure proper recovery for our business. On 6/22/23, we received notification from the ************* *********** confirming the physical location of the package. In accordance with our policy, we promptly issued a credit to the customer's account in the amount of $63.50. We believe this demonstrates our commitment to resolving the matter in a timely manner. We would like to inform you that, due to the circumstances surrounding this incident, we have added the customer's name to our "DO NOT SHIP" list. This action was taken because Aloha Bay fulfilled the order correctly and in a timely fashion. We apologize for any inconvenience or confusion the customer may have experienced throughout this process. At Aloha Bay, we value our customers' satisfaction and strive to provide exceptional service. We appreciate your assistance in communicating our response to the customer and resolving this matter. If there are any further inquiries or information required, please do not hesitate to contact us. We are committed to addressing any concerns promptly and ensuring the highest level of customer satisfaction. Thank you for your attention to this matter.

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