ComplaintsforWorld Product Solutions

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Ordered there sample product in May 28,2022 and just received the product June 20,2022. Received 3 items out of 6 and I have emailed the company several times and no response. They have no phone number to reach them . I want my money back. For 6 one ounce samples cost me $68. Want money back

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/21) */ The customer ordered a Non-Branded Trail pack of 4 products which was a total of $$61.26 She received all product besides the 1 Hydrating Face which is currently out of stock. (We attached the order for you to view to show everything shipped beside the 1 product as qty **** at 0. She also received a card with her order stating "the packaging style she has chosen is currently out of stock and will reship once received" The customer also emailed once and we replied to her soon as possible - please see attachment. The customer also did call 1 time, but did not leave a voicemail for a call back and we explained via email to customer that we were revamping our phone lines & how busy they were. In our voice message with Onoxa it says to please leave a voicemail and we will return call by EOD. Customer has not been in touch nor has she emailed us back regarding this order & she was notified already of the out of stock product that she did not receive. There is no reason for dispute & would be gladly to discuss this with whomever is needed! Thank you Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) First the order was sent and confirmed receipt on May 23,2022 not June 21. It's should not have taken long for sample products that were not customized or custom labeled. If i called there was no response or returned call. I have also sent an email and automatic email saying order shipped. Company did not call or email to let me know that one of the samples was not in stock. Company did not give other options and the communication was horrible. I have called several times and there was no response.Very unsatisfied with the customer service, product and the timeline. SAMPLES that were 1-2 oz should not have taken long for the money spent . Not happy and will not use . Don't want no future discount and for the product that was not in stock, company did not offer to send. The response on the card says, " we apologize we are producing the formula and should be fully stocked in the coming weeks." There was nothing saying that one item will be shipped when coming back in stock. So the response ONOXA previously stated was not accurate. I uploaded the info. Please refund at least half my order if not all. Thank you! Business Response /* (4000, 9, 2022/06/23) */ We will resend the 1 missing product customer did not receive as we just received stock as of this morning. We have had a Supply Chain Issue with the Hydrating Face and it was out for 3 months which unfortunately those issues are out control. We will not be proving a refund as customer will receive all products ordered. We also have a return policy on our website that states "Sample kits are purchased for product testing and are sold as a final sale. There will be no refunds for any sample kit orders." As customer states she called several times, but our phone records show 1 missed call with no voicemail unfortunately if no voicemail is left - we typically do not call back as we have super high call volumes. Customer also did not reply via email after a representative emailed her back immediately. That information was uploaded. There was definitely disconnect, but we will ensure the customer receives her 1 missing product of course. We will have this sent to her today and provide customer a better number to reach us at if they ever have any questions or concerns. Customer should also always email us as we reply within 30 minutes or at the end of the business day. We hope all is well. Consumer Response /* (2000, 11, 2022/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Since it took a very long time to receive the product, I don't want to do any business with ONOXA since communication is very important especially when it comes to business. I'm afraid IF my company ever want to do business, we will have the same issue.

*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. ↩