ComplaintsforAlter Eco
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Complaint Details
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Initial Complaint
12/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with Alter Eco on 11/24, they charged my credit card for the order on 11/25. They contacted me on 11/28 and asked for a physical address which I immediately (on 11/28) provided to them. It has now been nearly a month since I placed the order and I have not received an email stating the order has shipped, nor have I received the order. When I check the status of the order it still states it's pending. I have made multiple attempts to contact Alter Eco via email, online messaging, and ******** messaging and have received no response. At this point I am asking that my credit card be refunded for the order never received. I have done business with this company in the past and have not had issue but have learned to never do business with this company again.Business response
03/20/2023
Dear ***,
Thank you so much for bringing your complaint to the attention of Alter Eco and the Better Business Bureau. We apologize for the experience you had with your online order and our customer service team in late 2022. We take this matter very seriously and appreciate all of your feedback.
Alter Eco is a small team, and in addition to much higher than normal inquiries/orders during peak holiday season, we unfortunately had key personnel changes on our customer service team as well. While hiring and training new staff, we tried our best to respond to all messages and our sincerest apologies for not replying back to you in a timely manner. It was a very busy time. Because of the holiday demand and product unfortunately going out of stock, your order was cancelled and records show a refund was issued back to you in late December 2022.
We have made several improvements so far in 2023, and we also have more staff now on our service desk to assist customers with online order inquiries. If you change your mind and would like to give us a try again, we can send you a coupon for free product.Please send an e-mail to *************************************** and our team can further assist you.
Regeneratively,
Alter Eco Management
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.