ComplaintsforSpeer Laboratories, LLC

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2 oz jar of Emuaid Max. Their refund policy on their website states the following - Can I get a refund if I am not satisfied with the product?Try EMUAID products risk-free! Your initial purchase is backed by a 30 Day Money-Back Guarantee. That means, If you're not satisfied with your order for any reason, just let us know within 30 days of receiving your initial purchase, and we'll give you back your money. No questions asked!Refunds are issued in the same form as the original purchase payment method and exclude shipping and handling fees. If this payment method is closed for any reason, please reach out to your financial institution used for the original form of payment as they will issue a check. Our guarantee is only applicable to your first purchase made on our website and does not include 16oz sizes.For additional questions, do not hesitate to email ******************* or message us on our ******** Page to chat with a Live Agent weekdays from 8:30AM to 11PM (US Eastern Time).*16oz Emuaid and EmuaidMAX First Aid Ointments are excluded. We encourage you to try a smaller size before purchasing a 16oz. ointment as refunds will not be authorized for the 16oz sizes.I contacted their Live Chat and told them their product didn't work and I'd like a refund. They said I had to mail the item back. Their refund policy is misleading and tricking the customer into thinking they do not need to ship the item back. I opened a dispute with my credit card company and by the time I got an answer back, the 30 days was past. My credit card company is still trying to get documentation from Emuaid of why they are not honoring their refund policy. It is very misleading and deceptive. I have attached a screenshot of their website showing the refund policy along with the live chat window on the right, showing where they are asking me to ship the item back. I have a feeling other customers have experienced this problem too.

  Business response

  09/11/2024

  As part of our 30 day Money Back Guarantee, we do not require that customers return the products. In an effort to provide resolution, we have accepted the chargeback request made by the customer's bank. We are committed to ongoing training and refreshers with our customer service team to prevent incidents like the one described from occurring in the future. The customer has also been sent a confirmation email to the address attached to the order for their records. 

  Customer response

  09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I see that my credit card charge was reversed.
  
  Thank you for your help,

  
  *******************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back October 20, 2023 I attempted to make a purchase with emuaid for for two products that totalled $90.79(order number E1603706). A few hours after making this order, the company canceled the order for no apparent reason. I was just notified tghe order was voided and canceled. Fast-forward to January 18, ****. I look on my bank statement and received an email from emuaid about an order for the amount of $90.79. At first I thought well *********** but start panicking after almost a hundred dollars is missing from my account. So I check my email and Emuaid is trying to charge me for this order again as a subscription even though the original order was voided and canceled by them. I never authorized this **** order. The order number I was sent for this order is E1636048. This is absolutely fraudulent of a company to do this. I've tried reaching out to the company and they're making it out to be my fault for not canceling , which makes no sense when they canceled my original order that was voided and never went through. I've asked for a refund and am receiving short unhelpful responses for this issue and am being told this is my fault when it absolutely is not my fault. They canceled my original order and voided everything. Now they're saying just because the order was canceled by them doesn't mean a subscription was. That makes zero sense and is shady business if that's how they are operating. I deserve a refund.

  Business response

  02/01/2024

  At the time the original order (E1559087) was placed, *************************, opted-in to our subscription service which provides an additional 10% off the purchase price. Please note, customer care cannot initiate subscription service,it must be selected and agreed to online by the customer. Subscription details were also available before selecting this option. (see first image attached).  
  The original order was cancelled because of our fraud detection system and a cancellation email was sent to ************************* 7/22/2023.Although this order was cancelled, because of the original selection of the subscription, a new order will generate every ************************************************************************************************* by contacting customer care.
  The customer placed a second order ********** separate from the subscription he previously signed up for on 8/22/2023.
  On October 20th, 2023 the subscription order (E1603706) was automatically generated, but was immediately cancelled by our fraud detection system and a refund was issued immediately after the order was generated. An email was sent to inform the customer of this order cancellation.
  On January 18, **** another subscription order was automatically generated (E1636048). At this time ************************* reached out to customer care where our representative explained the subscription service cannot be added by any agent and cannot be cancelled without it being a request from the customer. This order was cancelled and refunded as of 1/18/****. The subscription was also cancelled as it is the first time a request was made to do so.
  Swift action was taken as soon as the request to cancel was made by the customer and a refund issued promptly. Please see our customer contact timeline for *************************, no requests for cancellation of subscription service were made before 1/18/****. (second image attached) 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Buyer Beware!I ordered from Emuaid (Speer Laboratories, LLC) and my order was confirmed on 11/8/23 per email from ************************ My original order was only for the 0.5oz jar of cream ($27.90) and the concentrate first aid serum ($58.00). When I tried to check out, another offer came up where I could get a 2oz. jar of cream for only $47.93. I thought okay I take that too. They charged me $147.35.I finally received my order on 11/15/23. When I opened up the package, I found two 0.5oz.jars of cream and the serum. They did not keep their end of the deal. I was supposed to received one 0.5oz jar of cream, one 2oz. jar of cream, and the bottle of serum. Well, I did not receive what I ordered.I emailed customer care at ********************** Labs on the same day I received my order and have since just been given the run-around. And around it goes. I should have known better.This company does not have any integrity and it must come from the executive level. On top of this, the cream does not work. This is a sham and people need to know.I will upload the photos that Emuaid customer care asked me to send, more than once. The employees (I think they are employees) ***** and ****** were the ones who asked for the information but have not corrected my order and I am not sure they are even trying. No other correspondence has happened since.To correct this issue, refund me $20.03 plus taxes. That is $48.93 minus $27.90 equals $21.03 plus corrected taxes. That will make this order correct (two 0.5oz jars of cream and bottle of serum).

  Business response

  11/29/2023

  We have thoroughly reviewed the photos and information provided and concluded an error was made in the packing/shipping process. At the time of email correspondence, this order information was not presented to management in a timely manner to resolve. This will serve as a coaching opportunity for our customer care team in future interactions of this type.

  As a company that fully stands behind our product and our 30 day money back guarantee, we have issued a full refund for this order in the amount of $147.35 set to return to the original payment method within 3-5 business days from today's date 11.29.2023.
  

  Business response

  11/29/2023

  Here is a screen capture of the refund processed in our system. The customer has also been sent a refund confirmation email for their records.

  Customer response

  11/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I apologize that my math was wrong on my original complaint.  ************ DOES deserve an A+ BBB rating.  I was not expecting this amount to be refunded.  Thank you.
  
  Sincerely,
  
  A Bangham

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this 4 weeks ago with a 30 day money back guarantee. Only way to contact is by email which I did requesting refund after using very small jar 3x daily til gone. It did not help. My request was ignored. Paid 37 dollars.

  Business response

  03/13/2023

  The customer reached out to us on 2/8/2023 and 2/9/2023 via live chat. The customer stated "I am asking for a refund bc I used it 3x daily and it did not help. I am very disappointed".  We then requested for the customer to reply with any order information such as email address, billing first and last name, and shipping address used to place the order. Upon receipt of this information the customer would have been refunded. Customer never replied with any information to further assist. We do have a 30-Day Money Back Guarantee on the initial purchase. This policy is applicable during the 30 days after delivery. Our refunds are processed within 3-5 business days after we receive the returned product (initial purchase only / minus shipping and handling). This policy is clearly stated on our website. To resolve this matter the customer has been refunded as of 3/13/2023. 

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Emuaid cream as I always do from the Speers Laboratory without much of a wait time for delivery. My recent purchase has not been delivered, and it was put in on (9/12/2022) when I contacted the Emuaid, Speer Laboratory they said I would have to wait until 10/06/2022 before a resolution can be put in place such as a refund or a reorder of this product. This is far too long for a consumer to wait for a product, their shipping methods are not my responsibility if they chose a delivery method that is substandard.

  Business response

  10/20/2022

  Please note that ******************** order was delivered on 09/23/2022 as per the attached Proof of Delivery. If the package has not been received, please have the customer reach out to our customer service team for reshipment of your purchase. 

  Customer response

  10/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two jars of EMUAIDMAX (Maximum Strength Formula) and received two jars of EMUAID (Regular Strength Formula). My sales order states EMUAID MAX. The packaging slip in the box I received says what I ordered (EMUAIDMAX), and yet they sent the WRONG PRODUCT. EMUAIDMAX is in a container with red lettering and EMUAID is in a container with blue lettering. How can you get that wrong? Seriously.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/13) */ We have contacted this customer by phone, left a voicemail and sent an email on 12.10.2021 offering to provide the correct product(s) or to issue a full refund. We have not been able to reach the customer. At this time we have issued a full refund for this order and have sent a separate confirmation email. Consumer Response /* (3000, 7, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to pay (as in my own money) to have the incorrect product shipped back to this merchant. I still have not had a full refund as the merchant challenged by PayPal dispute and asked for me to prove that they sent the wrong product. They did this AFTER they were presented evidence (a photograph of what they sent and the packing invoice) that the wrong product had been sent. Beyond incompetent and dishonest. Business Response /* (4000, 9, 2021/12/14) */ The customer opened a PayPal dispute before giving opportunity for the Emuaid customer care team to resolve. The order was originally purchased via PayPal where a dispute was filed on 12.08.21. Please note that PayPal then allows up to 20 days for customers and businesses to workout a resolution. However, the customer escalated their complaint to PayPal, and based on the information the customer submitted to PayPal, the dispute was closed on 12.12.21 by PayPal in favor of Emuaid. Please note the customer opened a BBB complaint on 12.09.2021. We contacted the customer within (1) business day on 12.10.21 via phone, leaving a voicemail, and sent a follow up email. We have yet to receive any reply from this customer outside of the BBB platform as of 2:30pm ET 12.14.21. Although PayPal decided in our favor, a full refund (including the cost of shipping) has been issued as a resolution as this was the customers first time purchase with us. No additional compensation will be provided for this matter. Consumer Response /* (4200, 11, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business never explained how or why they sent the wrong product.

*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. ↩