ComplaintsforMitchell Brands

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am furious! I was told my order would cost *****. Mitchell Brands billed me *****. That is over ***** in shipping or extras. Mitchell Brands stated on the original email receipt the face cream was only *****, there was a 3.00 discount with 7.56 in shipping. They changed everything in the final order. Not to mention they stated, while I am making payment online, that there were no refunds on discounted items. But later, on the final packing slip, they charged me full price. That meant that I could have indeed returned the items. I want everyone to know, do not deal with these people. I wanted to return the items but thought I purchased discounted items. I thought I had purchased items that contained Matriyl 3000. Actually, i had purchased neither. I am fed-up with businesses taking advantage of their customers.

  Business response

  04/29/2024

  Thank you for reaching out regarding the recent charge of $47.05 related to your order placed on 3/22. We understand your concern about the discrepancy between the invoice and the actual amount charged.
  During the period when your order was processed, we were undergoing a system change, which affected the way discounts were applied. As a result, the invoices generated at that time did not reflect any applied discounts. However, rest assured that you were only charged $47.05, as intended. It's important to note that customers are only charged once when they make a payment for an order online, not when they receive a final invoice. Invoices serve as a detailed breakdown of the items included in your package, similar to a packing slip.

  Upon reviewing the order details, that the customer wanted Matrixyl 3000. We do have this item available on our site, listed as Omic+ Matrixyl 3000 & Hyaluronic Serum - 30ml / 1 Fl Oz. *********************************************************************************************************

  Transaction of $52.55 that you believe was charged to your account. Upon reviewing our records, we do not have a corresponding charge for that amount.
  To assist you further, could you please provide us with additional details about the transaction? This could include the date of the transaction, any reference numbers or descriptions associated with it, and the payment method used. With this information, we can investigate the issue and provide you with accurate and timely assistance.

  We do allow returns to be made if there has been a mistake in your purchase. However, please note that customers are responsible for paying to send back items if a mistake was made on the customer part. Our return policy includes the following key points:
  -All discounted orders are final sale.
  -Merchandise returns for damages, refunds, or exchanges must be made within 15 days of the date of delivery. After this period, all sales are considered final.
  -Unless merchandise is received defective, a $5 restocking fee will be charged for all returned open products or when the package is returned to us due to an incomplete shipping address.
  -Shipping costs for any returns and exchanges will not be reimbursed. However, if there was a shipping error or product damage, we will provide a return shipping label.
  To initiate a return or exchange, you have several options:
  Claim a refund or exchange at our Mitchell Brands | Return & Exchange portal using your order number and email address or zip code.
  Watch our Return & Exchange Tutorial video for guidance on how to place your claim.
  Contact our *************************** at ************** or email us at ******************************** for further assistance.
  Please be aware that we do not exchange items that have been opened or used.
  For more information, you can visit our Returns & Replacements tab on our website and refer to our FAQ section on how to do returns.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have received the incorrect item with my order, MB71917, or *******. I paid for and ordered GE57001, Geisha Active Lightening Cream with Kojic Acid. Instead I received Kojic Acid face cream, something totally different. I attempted to call and inform the company of my missing item, and a nasty, horrible attitude, unapologetically rude person answered the phone who was VERY defensive, awful, completely unhelpful, a trash human being and this will be my first and last order with this company thanks to her. I am missing something I paid for, and you allow your representatives to speak to and treat customers this way? This woman was beyond horrible. Please send the item I paid for, the geisha active lightening cream with kojic acid. I will send back the incorrect item I was given, please inform me of the process of receiving the proper item immediately. Extremely disappointed with everything involving this company and I can't pinpoint which is more horrible the incompetency with fulfilling the order properly and what was paid for or the atrocious 'customer service' from a woman who also sounding like she was blow drying her hair while talking and being unbelievably awful. Please fix this in the very least send what I paid for PLEASE!!!

  Business response

  03/28/2024

  We sincerely apologize for any inconvenience caused to you due to the issue you experienced. We were unaware of this issue, and our team is being addressed to ensure that similar problems do not occur in the future.
  As a gesture of our apology, we have sent a replacement for your order. The replacement item has been shipped with tracking number **** ******************************. You can track the shipment using this number to monitor its delivery status.
  Once again, we apologize for any inconvenience this may have caused you. Your satisfaction is important to us, and we are committed to resolving any issues promptly.
  Thank you for your understanding.

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