ComplaintsforVinevida

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased scent oils for my hvac system after going on this companies website . After receiving the scents I added into the hvac system and it created a Smokey cloudiness in my house and set off My smoke alarms . I reached out to this company with no resolution I have not used it berated two days when we poured it into the hvac scenting system bottles .the response from the company was to simply return it . Did they expect me to pour it back in what bottles exactly? And pay for shipping for something that set of my smoke detectors , this was awful service and their products are unsafe

  Business response

  06/18/2024

  To whom it may concern, 

  Please see attached proof of our **************** response to client ***************************, where we clearly state the return of these bottles to get a refund issued. There was no denial of the refund request, and help was provided all throughout the process. It is also to point out that the picture provided initially by the customer, has a product that is not made for diffusers. Upon analyzing the order and the picture Mr. ******* provided, it seems he ordered (1) product for diffusers and (1) product for soaps and candles. This may have caused the damage in their hvac system, also the coughing symptoms he explained, as this product is not meant to be poured on to a diffuser at all. This was also explained in the thread of emails between our customer service representative and Mr. *******. 

  To clarify, the reason why we requested the product back is to further investigate the issue and not let it happen again. As we have high standards for our customer experience and we would like to find the root of the problem. 

  We are happy to include the entire thread of emails, as Mr. ******* seemed unable to. Everything is there where we advised the customer about ordering the wrong product, and regardless of the circumstance of this order, we offered a courtesy refund throughout the entire process. The final answer from Mr. ******* was that he poured all the oil on to his HVAC system and then cut all communications, simply leaving us hanging as to how to proceed. This could have easily been avoided if customer would have clarified further. 

  Please let us know if there is anything else we can provide, as we have everything recorded. 

  Best Regards.

  Customer response

  06/18/2024

  Hello as stated by VINEVIDA, I am well aware that they offered a refund I explained (how was I supposed to return the oil if I  decanted this into my have scenting system bottles and threw away like anyone else would the bottle that the VINEVIDA fragrance came in ? Was this business going to accept me pour the scent into any bottle and send it back to them ? Secondly to be clearly Im well aware of which scent is used for what ! This company is expecting me to bare the costs of returning a hazardous oil and send them the tracking ? Makes no sense when I have already paid for shipping when i purchased these items, also the SANTAL FRAGANCE IS what was used in the hvac the Eeleven fragrance is unopened to date as we are afraid of what it may do to our home even if we used it in  a **** diffuser after our experience with the Santal fragrance in our hvac system , this business has not been truthful  as can be seen in the attached email response from me . I have communicated with them and indicated the issues and made it very clear which one we used in our hvac system . ********************* the person who responded to me stated the Santal 33 shud be used in the system which is what we did . I hav pics of the unopened eleven fragrance that we purchased . I just dont have the bottle of the Santal coz naturally we gt rid of the bottle after we filled our hvac bottles which by the way were new as they are disposable. 

  Customer response

  06/18/2024

   
  Complaint: 21827107
  
  I am rejecting this response because:

  Hello as stated by VINEVIDA, I am well aware that they offered a refund I explained (how was I supposed to return the oil if I  decanted this into my have scenting system bottles and threw away like anyone else would the bottle that the VINEVIDA fragrance came in ? Was this business going to accept me pour the scent into any bottle and send it back to them ? Secondly to be clearly Im well aware of which scent is used for what ! This company is expecting me to bare the costs of returning a hazardous oil and send them the tracking ? Makes no sense when I have already paid for shipping when i purchased these items, also the SANTAL FRAGANCE IS what was used in the hvac the Eeleven fragrance is unopened to date as we are afraid of what it may do to our home even if we used it in  a **** diffuser after our experience with the Santal fragrance in our hvac system , this business has not been truthful  as can be seen in the attached email response from me . I have communicated with them and indicated the issues and made it very clear which one we used in our hvac system . ********************* the person who responded to me stated the Santal 33 shud be used in the system which is what we did . I hav pics of the unopened eleven fragrance that we purchased . I just dont have the bottle of the Santal coz naturally we gt rid of the bottle after we filled our hvac bottles which by the way were new as they are disposable.
  
  
  Sincerely,
  
  ***************************

  Business response

  06/21/2024

  Even though our policies are clearly shown in our website, and this customer stated very late (as proof shown in the thread of messages) that they have unopened product, we honored a refund in good faith to keep this customer happy. However, a picture of our website with the return policy has been attached for further reference.

  This is to show that in every step of the process we have shown willingness to solve any issue. However, communication and information provided by customer has been poor. We reiterate the fact that we have had no problem solving any issue that any customer might have, but in this particular case, this customer has left information undisclosed and cut communication with customer service, resulting in a longer and unnecessary process.  

  We have always had our customers as priority and this is not a representation of what VINEVIDA is about. We want to make clear (as shown in the file with multiple pictures of our communication) that VINEVIDA never intended to do wrong by this customer or any customer for that matter. However, this is also to remind this customer about his responsibility to look up every company's policies before making a purchase, as they might not align with what they are looking for. For this very reason, we include all of our policies in our website, as well as extensive documentation about the ingredients in our oils, safety data sheets, and more documents for our customers reference. This way, we avoid situations and misinformation like this one, as we are very transparent about our business and our product. 

  We hope this resolution helps. 

   

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