ComplaintsforCrystal Bar Soap

• Initial Complaint

  06/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I honestly hate to do this because I love and will continue to buy their products but customer service is lacking and I have not received a response in weeks. I only received 1 Written in the Stars bath bomb but ordered 2. I requested to be sent another of the same item if its still in stock or credited to my card if not available. Sent multiple emails with no response. Only an automated email saying my email has been added to the queue.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I've been buying from this company for over 4 years. Recently I had a package (ORDER NO. ******) that was not delivered to my address (roughly 6 days ago). My usual/only **** ******* confirmed that they never received a package for me, and I confirmed it with him that very day of the alleged delivery. I've attempted to reach out to this company for 6 days now, both in their alleged 'customer service' email and on social media. I've been consistently ignored with no help provided whatsoever. I recently ********** via their Website that their only help they will provide on a matter like this is 'helping a customer file a **** package ************ this a ***** The insurance on a package is filed in benefit of the company NOT the customer. What shady sort of service is this? Allegedly this company is notorious for doing this to their customers..which is disgusting. No business should operate this way and I find it fair letting others know about my experience with them. So they can question who they are giving their money to. Not only am I not buying from them ever again, but I will make sure that the people I've turned onto this brand..stop buying from them as well. The people that keep you in business are your ************** would you ignore them? Was the $25 order value really worth losing 4 years of business with each other? ALSO - I find it funny that they can run sponsored ads on ****************** ****** cost ****** but cannot properly refund customers or respond to them. There is no customer service with this company. There is no fair/proper protocol for issues like this for their customers. They only want your money, they do not want you to have a good experience with them.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/12/15) */ First, We are very sorry this escalated to the BBB, we are a small business and do our absolute best to handle all issues with the best customer service. ****** emailed us about this issue after receiving a notice that her order was delivered. This happened on November 27, which was a day after Black Friday one of our busiest days of the year. This year our customer service team member got sick and that added its own challenges during this time and we didn't get around to answering her email till the 6 of Dec. As a small business we simply cannot afford for our first response to be to send out a second round of free product and pay for another shipping label so we do ask our customers to wait about a week to see if there was a shipping delay and most often packages do find their way to their owners. ****** responded back to us on the 6 that it never did arrive and that she would prefer a refund. We issued a refund on the 6th right after that email. There was never an exchange between us and ****** about the only option is us " us helping her file a **** package claim or about insurance on a package. I think there was some misunderstanding because when a customer checks out on our site and pays for shipping they are automatically paying for a **** label which comes with $100 insurance on their order. The insurance is there to benefit the customer to get their money back if a order goes missing. In this case ****** got her full money back and we are now having to fill the claim and hope we can be refunded for the missing order. We are very sad that ****** was so upset but we did our best to solve this issue during a very busy time of year. She seemed thankful for the refund and this was our only email conversation. I attached it for the record. Consumer Response /* (2000, 7, 2021/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩