ComplaintsforThe Transformation Factory, LLC

• Initial Complaint

  08/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered from them May 17th 2024. My order for sea **** gel was ******. I tried to inquire about my order starting in mid July. They have not responded to any of my emails. I would just like a refund at this point. My order number is ******.

  Business response

  08/09/2024

  Hi Transformer,

  
  Thank you for reaching out and for your patience during this time. We sincerely apologize for the delay in processing your order and for the lack of communication. We've been experiencing a higher than normal volume, but thats no excuse, and we understand your frustration.

  
  In addition, we completely understand that youre requesting a refund, but if you would allow us, we would love the opportunity to fulfill your order as originally intended. This isnt how we typically do business, and wed like the chance to make this right.

  
  Please let us know how youd like to proceed, and well ensure that your request is handled promptly.

  
  Thank you for your understanding, and we look forward to resolving this for you.

  
  Best regards,

  Customer response

  08/12/2024

   
  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 would like to know when they will send my order to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed and paid for a order with Transformation Factory on May 14, 2024 and as of July 30, 2024 still have not received the order. I've emailed and ******** messaged the company over 10 times and have only received responses from ******** with them only saying they regret its taking so long and kept assuring me the order had been escalated. I cannot be the only person this has happened to.

  Business response

  08/02/2024

  Hi Transformer,

  
  We hope this message finds you well. Also, we want to sincerely apologize for the delay in receiving your order and the delay in responding to your messages. We understand how frustrating this situation has been, and we are truly sorry for any inconvenience caused.

  
  In addition, we are pleased to inform you that your order was shipped via *** on August 1, 2024. You can track your shipment using the following link: ********************************************************************************************************************************************************. Your package is expected to be delivered by August 3, 2024.

  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. Thank you for your patience and understanding.

  
  Best regards,

  The Transformation Factory Team

  Customer response

  08/05/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed and order 06-07-2024 (ORDER# ******), payment has cleared. However, I have yet to receive the product I purchased. The processing time in which is stated as 17 business days excluding Friday, Saturday, Sunday and holidays. We have passed the 17 business day time frame as well as the entire month of July and no product. I first contacted the company on 07-11-2024 and did not receive a response, just an automated reply stating my messsge was received. I last reached out to the company 07-17-2024 and have not received any response, only the same automated reply. It has been a long time since I placed this order, I have never had to wait this long for shipment. I would like some type of response and transparency and explanation of what the real issue is. I don't like to feel like I'm being ignored by a company I have supported and spent my hard earned dollars with, I need a resolution as soon as possible as I have been very patient, however my patience is running very low at this point.

  Business response

  08/02/2024

  Hi Transformer,

  
  We hope this message finds you well. Also, we want to extend our sincerest apologies for the delay in processing your order and for the lack of communication you've experienced. We fully understand your frustration and regret about the inconvenience this has caused.

  
  Furthermore, we are currently experiencing a higher than usual volume of contacts, which has unfortunately contributed to the delay in responding to your inquiries and processing your shipment. This is not the level of service we aim to provide, and we are actively working to resolve these issues.

  
  If you are willing, our team is committed to processing your shipment by next week. We truly appreciate your patience and understanding during this time. Please let us know if you would like us to proceed with this, and we will ensure your order is prioritized.

  
  Thank you for your continued support, and we look forward to resolving this matter for you as swiftly as possible.

  Customer response

  08/05/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with this scam of a company on 4/7/24. They are lying about shipping times because I did not receive the products until 6/8/24, in SPOILED condition. I wanted to give them the benefit of the doubt and reached out for resolution with pictures as proof, as they requested. I was told they would expedite a replacement on 6/10/24, quoting 1-3 business day turnaround(email attached). I sent a request for status 6/26/24, received a canned response, another request for status 7/12/24 with no response (totally unprofessional!), another request 7/17/24 with no response. At this point, I have waited almost 4 months for a useable product. This company will never get my business again and I recommend nobody orders from them. It is clear that they have no idea what they are doing!! I want a full refund, I have been patient to this point and refuse to wait any longer. Maybe the BBB can get them to respond to a paying customer!

  Business response

  08/02/2024

  Hi Queen,
  
  Thank you for reaching out to us. We sincerely apologize for the delays and issues you've encountered with your order ******. We understand your frustration and disappointment, and we want to assure you that we have requested a full refund for your order. Refunds are typically processed within 15 days, depending on your bank's policies.

  
  We also deeply regret that your experience with us has been far from satisfactory. The delays were because of unforeseen logistical issues when moving to a new location, which unfortunately affected our shipping times.

  
  Lastly, we hope you will consider giving us another chance in the future to better serve you and provide the quality service you deserve. Thank you for your patience and understanding.

  
  Regards,The Transformation Factory Team

  Customer response

  08/03/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Product not received after 1 month.

  Business response

  08/02/2024

  Hi Transformer,
  
  Thank you for contacting The Transformation Factory. We sincerely apologize for the delay in receiving your order and any inconvenience this may have caused.
  According to our records, your order was shipped on 7/31/2024 via **** The tracking number is 1Z4311180294011640. Our records also indicate that your order was delivered today, 8/2/2024.

  
  Please reach out to us if you need any further assistance. We appreciate your patience and understanding.
  Best regards,

  Customer response

  08/05/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order for sea **** from the Transformation Factory on 5/19/24. It has been two months and no order has been shipped or received. After multiple emails, I was told it would be shipped the week of July 7th. Its now the July 19th and still nothing. **************** is beyond poor. If you are not able to fill orders due to high volume, pause orders until you catch up. At this point I would like a refund. I will be purchasing elsewhere.

  Business response

  07/25/2024

  Dear Transformer,
  
  We apologize for the delayed response to your emails, and the inconvenience caused by the delay in processing your order. We understand your frustration and disappointment, and we sincerely regret that our service has not met your expectations.
  
  The delay is because of a high volume of orders, which has unfortunately affected our ability to fulfill orders promptly. We are working diligently to address this issue.
  
  If you could give us one last chance, we would love the opportunity to ensure your order is shipped as soon as possible. Your satisfaction is important to us, and we hope to continue serving you.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  The Transformation Factory Team

  Customer response

  07/26/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  It's a shame it has to come to this, but when a business takes your money, doesn't provide a product as promised, and doesn't respond to a status request or a request for a refund, I am left with no other option. On June 12, 2024, I placed an order on The Transformation Factory website for one item, totaling $58.99 ($43.99 for the product, plus $15.00 shipping). The funds were promptly taken from my account the next day. On July 15, 2024 (over a month later), I had not received my order. I sent a request to their support email and received two automated responses, one with the support request # and the other informing me that they are busier than usual and will respond as soon as possible. On July 17, 2024, I still had no response to my status request, so I followed up with an email to their support email address to request a refund for my order. To date (July 19, 2024), I have not received a response to any of my inquiries and have not been issued a refund.

  Business response

  07/25/2024

  Hi Transformer,

  
  Thank you for reaching out. It's unfortunate that the experience has been so frustrating for you. Your concerns are completely understandable, and we're truly sorry for the inconvenience and lack of communication you faced.

  
  We have reviewed your case and can confirm that a full refund was issued. Your patience during this time is greatly appreciated. We deeply regret that the service did not meet your expectations and caused you this frustration.

  
  Should you need further assistance or have any other concerns, please let us know.

  
  Sincerely,
  The Transformation Factory Team

  Customer response

  08/02/2024

   
  Complaint: 22013831
  
  I am rejecting this response because: I did not receive a refund for this order. The response says "a full refund was sent." It has been a week since that response. I just want my money back for this order. 
  
  Sincerely,
  
  ***************************

  Business response

  08/09/2024

  Hi Transformer,

  Thanks for your reply, and we are sorry to hear that you are yet to receive your refund. This matter was sent to our accounting team so they may review and assist further. Please allow at least 2 business days for review.

   

  Thank you!

  Customer response

  08/14/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with The Transformation Factory on 4/20/24 and never received it. I received an email that they were moving or something. I get general automated responses but my situation has not been resolved and it is July.

  Business response

  07/25/2024

  Hi Queen,

   

  Thanks for contacting The Transformation Factory regarding your order 546529 placed in April. We didn't realize that *** had delayed your package and that it wasn't delivered to this date.

  This was not the experience that we would have wanted for you and for this we apologize. In addition, we would love the opportunity to have a reshipment sent to you at no extra cost.

  Please confirm so we may proceed.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered 2 jars of sea **** gel back on May 4th 2024, order# ******. I was very excited to try this product but I have not yet received anything from this company. I contacted this company maybe two weeks after ordering and I was told to wait longer because it takes about 3 weeks for processing. I also read on the website that it takes about 17 days for processing and shipping. I have been very patient as it is currently July 17th. I sent this company an email regarding my order on July 14th but no response as of yet or any tracking information. All I seem to get from this company is spam emails advertising their products and several withdraws from my account. I had a withdrawal of $25 on May 9th and two separate withdrawals of $25 each on July 9th. I'm so confused by this as I thought I paid $81.98 back on May 4th. At this point, I am very dissatified with this company and their failure to respond to their customers in a timely fashion. I would like a full refund.

  Business response

  07/25/2024

  Hi King,

   

  Thank you for reaching out and sharing your concerns. Apologies for the inconvenience and frustration caused by the delay in fulfilling your order and the lack of timely communication.
  Your refund was issued on July 19, 2024, after your last contact with our support team. Apologies for any confusion regarding the charges and the delay in addressing your concerns.
  Thank you for your patience and understanding.

  If you need any further assistance, please don't hesitate to contact us.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for three jars of sea **** gel on May 4, 2024. I paid $101 for this purchase and was promised fulfillment within 17 business days.I attempted to reach out to the support team several times regarding the status of my order, half of which were completely ignored. As of today, it has officially been 53 business days or three months and 12 days since I placed my order.Today I reached out stating that I demanded a refund and that this is an unacceptable way to do business. After looking into their website more, I realized how hard it is to find reviews at all not only do they have over ****** 5 star reviews and less than 50 1 star reviews, all of their one star reviews are still stating good things and not correlating to the appropriate rating, leading me to believe they are made by bots. I fully believe this to be a scam, especially after reading the other inquiries here on the Better Business Bureau site.

  Business response

  07/25/2024

  Hi Queen,
  
  Thank you for reaching out and sharing your experience. Apologies for the inconvenience caused by the delay in fulfilling your order. The delay and lack of communication certainly do not reflect the standard of service we aim to provide.

  Rest assured, The Transformation Factory is a legitimate company, and it is truly regrettable that this situation has made you feel otherwise. Also, our records show that you were fully refunded on July 16th.

  
  Thank you for your understanding and patience. If you have any further questions or need additional assistance, please don't hesitate to contact us.

*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. ↩