Complaints

This profile includes complaints for Botanical Farms's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Botanical Farms

  PO Box 15911 Tampa, FL 33684-5911

• 

  Botanical Farms

  PO Box 7000 Smyrna, TN 37167-7000

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My information is documented very well by the reviews at BBB at the following URL. Several people reported the same or similar problem that I experienced. **************************************************************************************************************************************************** I only purchased a bottle of gummies @ $59.99 on-line. However my **** card was charged $59,99 and an extra $199.88 for 7 total bottles. I called Botanical Farms to explain what happened. I was directed to send the 7 bottles back and I would get a refund. I sent all seven bottles back. I tracked the shipment which was received by Botanical Farms 24 Jan, 2022. I kept checking but there was never a refund. So I contacted my **** card fraud department who then was able to get a refund for the $59.98 but the $199.99 was not refunded..

  Business Response

  Date: 12/28/2022

  Hello *******,

  We apologize for the inconvenience it has caused you. Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund because you have already requested one with them, which means that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter. Thank you.

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Dec2021 I saw an ad on a website advertising BOGO at ***** for CBD. So clicked on to be taken to the purchase page. my shipping info phone # and email address was entered then i was immediately given a place to scan my card. Then, instead of taking me to a confirmation, the next screen said "check your email for confirmation". So I went there and it said they took $199.88. I didn't even have that much in the bank after my outstanding debits would clear so I was quite upset and I immediately called the number I found buried in the ridiculous terms and conditions link found in the emailed confirmation. When the girl answered I told her what I ordered vs what I was charged for and she basically called me a liar stating they don't offer a BOGO. After many words I ultimately said I want to cancel and don't want the product just reverse the unauthorized charge. She said it would be **** days and i will see the credit. That was unacceptable and I told her so. then she went into a bunch of refund policy babble and I told her there is no refund and i want no product I only want the unauthorized amount reversed immediately. I wound up having to turn it over to my bank to handle. Unfortunately the company lied and made it appear as if I wanted a refund for a product i hadn't returned and they have a strict return policy. There's more but it's just their lies. Ultimately my bank denied my claim because they lied and I am left with the debt against my account that i had to close so now i have a **** on my credit and my acct of 30 years is closed and my bank thinks i lied or something. I am furious every day about this. I am 62 years old and disabled and in pain which is why I wanted to try this product. I will never be able to pay this debt to my bank and never be able to fix my credit which is very upsetting because my car broke down and i needed credit to get another one or the money to fix this one. So they've stolen a lot more than money. I WANT MY MONEY AND JUSTICE

  Business Response

  Date: 10/31/2022

  Hello ***,
  
  We sincerely apologize for any confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.97 if you will purchase a bundle, more bottles more discounts you can get. The deal is $199.88 for 3 bottles so each bottle is $66.62. We are including 2 free bottles in that package so that brings the price down (divide $199.88 by 5) to $39.97 for each bottle. You also placed an additional order of the Botanical Farms CBD Capsules - (2 Bottles) for which you paid $59.99. 
   
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  Unfortunately, we can no longer process any refund on your account since you already filed a dispute with your bank. The reason we cannot process a refund is that you have already requested one with them. Meaning that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter.

   

  Thank you
  
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18226787
  
  I am rejecting this response because:

  Everything they said in their letter was completely wrong.  First of All, They sent me 5 bottles at ****** when I originally only ordered one @ $39.99 which also included a free bottle.  I canceled the order immediately once I located the receipt on my email.  I saw that they charged me ****** which was the problem.  That put me in the hole with my bank and really screwed me up.  They wouldn't work with me then, only moments after initiating the order, when I needed them to reverse it and stop the mailing of anything.  They were adament about not helping me.  So I turned it over to my bank which didn't help at all because the company lied through their teeth to my bank who then turned around and denied my claim, never paying me anything.  IF I WOULD HAVE BEEN PAID I WOULDN'T BE ASKING FOR IT FROM THEM.  So they are ultimately calling me a thief like themselves by using the excuse they cannot pay me because (they think) I was paid by my bank.  They also said in their letter that they "gave me two bottles of pills" or something and that the order "of 3 bottles"  was ?*****ea.. which also is not true and I don't know where they are coming up with all of this but it obviously isn't from anything representing my order.  They are simply crooks and I don't want anything from them except my money back.  I went through so much trouble due to their criminal behaivor..  The cost in fees alone was ridiculous and the stress was not helpful in my current health situation (heart failure) so, despite their attempt to sound as if they have any type of policy or are sincere in trying to resolve this, the ONLY way I will feel as if it is resolved to my satisfaction is when I have $****** back in my account and, as I had to close the account I used for this transaction as I could not trust them with the access, I will only accept a cashiers check or money order addressed to you or a law enforcement agency, made out to ****************  If I must go beyond the BBB to retrieve this money, I will include all bank fees as well as any additional costs and fees such as attorney and filing fees which could easily be twice whats owed or more. I'd appreciate if they would quickly resolve this as I cannot handle stress at all and this is causing me alot of stress.  I am a sick woman with a very very low income and that kind of loss rolls over every month and hurts still to this day.  I would like to put it behind me as soon as possible.

  Thank you for your assistance in this matter.  It is good to know there is a path we can take to resolve this before having to go through the legal system which no one wants I am sure.  If they are serious about their desire to be reputable and customer oriented, I am sure they will want to resolve this.  Any smart business owner would gladly pay $200.00 that isn't theirs to begin with, in order to maintain their reputation as it is a minor cost compared to the long-term damage that could be incurred from dishonest business practices.such as stealing money from their customers..

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/03/2022

  Hello ***,

  
  We do apologize if you went through this process. Unfortunately, we can no longer process any refund on your account since you already filed a dispute with your bank. Once the customer calls their bank to dispute a charge they receive a temporary credit while the bank investigates. We are debited for the charge at the same time. At the point we cannot give the customer a refund because the bank took back the money from us. If we show the customer made a legitimate charge the customer loses the temporary credit and we are paid. Even if we win the dispute we have fees to pay that exceed $75 for every dispute.

   

  Thank you

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18226787
  
  I am rejecting this response because:IT IS A LIE!  As I've already explained, my bank denied the claim AND even if they didn't, thats not how it works...I worked at a bank for years and the bank only credits rthe customers account at their own expense, when they feel confident they will resolve the matter with the company.  If they received the money from the business why would they only issue a temporary credit?  They'd simply close the case and consider everyone paid and the matter closed.  I have seen this company use this same excuse with others they have stolen from and it just angers me because no one WANTS ro report fraud to their bank.  We only do it because we were robbed and cannot afford the loss and don't have the resourse the bank has to go after the business..  These liars have their scam so down pat they actually gave my bank enough lies that they got away with it and I TOOK THE LOSS.  I also do not appreciate them accusing me of trying to collect money that I've already received.  Had I received the money from either my bank or the business, I wouldn't be asking for it now!  

  I'd appreciate it if you told them THAT for me!

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 3rd, I ordered 2 bottles of *** gummy bears from a company on the internet called Botanical Farms. I was charged $59.00 and $119.88 at the time of purchase. I received the gummy bears and in addition, 2 bottles of *** capsules in the mail, I DID NOT order the *** capsules and was charged $119.88. After numerous tries of trying to contact the company to send the product back, I finally got someone on the phone and was given an RMA number of ********* and was told to ship the product back for a full refund. I shipped them back on Feb 17th and they received them Feb 19th at 10:24 AM in ****** **. **** tracking number **********************. I called them on 3/3 and they told me it would take more time as the product was in the warehouse and the accounting had not been completed for the refund. I then called them 4/11 and was told they would refund my money. I then called them on 5/19 and was told they would refund my card. I then called one more time with the same line with no such refund. I want my money back that they charged me for a product I never ordered and shipped back to them in the amount of $119.88. This company is a rip off and are adding items to a order that was never ordered and refuse to credit my account even after I sent the product back that I never ordered in the first place.

  Business Response

  Date: 09/09/2022

  Hello,
  
  We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and we apologize for the inconvenience this has caused.
  
  This matter will have to be escalated to our billing department to confirm whether or not the reimbursement was successful. Once we receive a response, we will reach out to you to clarify further. Your patience is much appreciated.  Thank you

• Initial Complaint

  Date:07/28/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased gummies in early January 2022. I returned product at end of January, RMA *****************. Company said they would give me a refund. I kept checking my account for refund and then kind of forgot about it. When I remembered again, I check my account and still no refund. I contacted company July 11 and they said they would refund my account less restocking fee. Order XXXXXXX & XXXXXXX for $34.94 & $99.88. I waited 10 days to see refund. No refund applied to my account. I called company and they said to check with bank because they did refund my account. I called them back to say I do not see a refund from them or a refund with the transaction number they gave to me. I've called company back twice now after two days of waiting each time because they said they have turned issue over to their billed department and are waiting their guidance. It's been six months since they said they would give me my refund. I just want my refund, thanks. FYI, I originally just ordered the gummies but some how they included some capsules that I didn't order or want in my order. But I couldn't get them removed.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/04) */ Hello, We appreciate you making us aware of your negative experience. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience this may have caused you. I escalated this issue to our billing department.We ask for your patience and understanding since we encountered an error processing the refund. We will give you an update as soon as possible. Again, my deepest apologies for any inconvenience we have caused you. Thank you Consumer Response /* (3000, 7, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, this is the same response that I received from company. How long does it take the billing department to resolve issue? The company gives no date to having issue resolved which seems to be just stringing me along. If they can give a date and refund purchase ASAP, I would be satisfied. Business Response /* (4000, 10, 2022/08/11) */ Hello, We apologize for the late long wait, we already verified that refund through e-check was already submitted to your email address ( **********@att.net )on 08/09/2022. Kindly double check your inbox, spam and junk folders to look up the refund that we sent. Thank you Consumer Response /* (2000, 11, 2022/08/10) */ Hello, I received a refund on 8/9/22 and was able to deposit it. I'm satisfied now but it took a lot to get refunded. I'm sure there are many that wouldn't go through these lengths to get their refund. Thank you for your assistance.

• Initial Complaint

  Date:07/23/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a negative reaction and wanted to return and get a refund. Starting on 2/15/22 and ending on 5/30/22 I have logged 8 phone calls and 1 e-mail and I still do not have the remainder (the better part) of my refund. In addition the company sent me and charged my credit card for capsules that I did not order and then told me that I had to pay a restocking fee for the merchandise that they added on. I have yet to see my total refund. My original order was for $119.88 and the company also added an additional $59.99 order on and charged me; they provided a partial refund of $49.94 and $29.99. I have a log of all of my phone calls and descriptions of refunds that never came. I want the company to stand behind its satisfaction agreement and send the refund. I do not want an e-check. It has been promised twice and never arrived. I want a check cut and mailed to me.

  Business Response

  Date: 08/11/2022

  Consumer Response /* (2000, 10, 2022/08/08) */ After posting this complaint the company issued me a refund. Thank you to the Better Business Bureau for this avenue which was the only one that resulted in a refund. Business Response /* (1000, 15, 2022/08/11) */ Hello *****, We appreciate you making us aware of your negative experience. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience this may have caused you. Rest assured, the account is canceled and you won't receive any further charges. Thank you

• Initial Complaint

  Date:07/21/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought stop smoking gummies from botanical farms. Ad stated buy one get 2 free... my purchase should have been around 59.99...I think..it has been so long. I immediately checked my debit card account. I was charged 2 separate charges, one for 59.99 and one for 199.88! I immediately called the number to cancel order cause this was not what I ordered. I This was all in the same day. They stated it was already processed and could not cancel. They stated they would refund me 100 dollars. I advised that they could do that, but once the order was received I was returning everything. Which I did, in the original package. Rma#XXXXXXXXX. Never received refund. They verified they received all the products back. My bank did an investigation, southstate, no refund. I have called XXX XXX XXXX about 10 times. 2 weeks ago they said they were sending an e check via my email. Nope ! Called tonight. Said again billing would send in 7-10 days. They are not refunding my full 159.87..charging me like 10 each bottle for a restocking fee..for bottles I did not even order! Please help me get my money back. It has been about 7 months,

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/28) */ Hello ***, We apologize for the inconvenience. Unfortunately, we are unable to refund the money back to the card we have on file. This is a banking issue that we are working on. We understand you are due for a refund and the only option available for this is to send you an e-check. I escalated this issue to our billing department. We ask for your patience and understanding since we encountered an error processing the refund. We will give you an update as soon as possible. Again, my deepest apologies for any inconvenience we have caused you. Thank you Consumer Response /* (3000, 7, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have already told me that I would get a refund via e-check within 7-10 business days, that was over 3 weeks ago. I have asked them over and over to escalate this! They last time I called, they said they sent information to their billing department, and again it would be 7-10 more days. I stated so I have to call you back again in 7-10 days for you guys to tell me to call again in another 7-10 days, she said yes!!!! They got all the merchandise back in January. I don't know what else to do. I had to pay to send the original package back.I have lost money !!! I just want my money. Business Response /* (4000, 9, 2022/08/05) */ Hello ***, We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and we apologize for the inconvenience this has caused. This concern was raised and handled by the Financial Department. It takes time due to the refund policy and procedures. In the meantime, we are asking again to expand your patience. No worries, we assure you will receive the refund as soon as possible. Consumer Response /* (4200, 11, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) No worries? You have had your entire products returned to you over 7 months ago. No respectable company takes this long for a customer to get a refund. I truly believe you could refund asap. Not to my debit card, but by e-check, as I have been told over and over. Consumer Response /* (2000, 19, 2022/08/12) */ I have finally received a refund e check...hope it goes through the bank with no problem.thank you so much for your assistance in this matter.

• Initial Complaint

  Date:07/09/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Botanical Farms ************** on January 9, 2022 for 3 bottles of CBD gummies. The price was to be $38 and some change. After placing the order I immediately got a notification from my credit card company that a charge of $199.88 had just been placed on my account from Botanical Farms. I called this company back right away to find out what had happened with my order. When they were not helpful with correcting the order, I asked to cancel the order. This was done less than one hour after placing the order. I was told that it was not possible for them to cancel the order as it had already been "processed". I then called my credit card company and explained the problem and asked if they could stop payment as the amount I am being charged is way over the amount I thought I was being billed for the merchandise. My credit card company then opened a dispute claim against Botanical Farms. I tried to contact Botanical Farms to ask them how I can return the merchandise once it is delivered. They refused to provide any assistance as I had started a dispute and will now need to go through my credit card company for all assistance, which I did. The merchandise arrived and I promptly took the unopened package to the post office. They informed me there that I can "refuse" the unopened package so I did and it was sent back to Botanical Farms. My credit card company refused to stop payment so I then called Botanical Farms to attempt to get a refund as I do not have the merchandise. Again I was told that they can not help me because of the dispute. I then explained that my credit card company has dropped the dispute and has told me to take the matter up with Botanical Farms. Botanical Farms continues to refuse to refund my $199.88 even though the merchandise was returned on February 4th. I returned this merchandise and all I want is my money refunded. I appreciate any assistance you can provide in this matter.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/07/22) */ Hello ******, We apologize for the inconvenience it has caused you. Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund because you have already requested one with them, which means that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter. Thank you. Consumer Response /* (3000, 7, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have explained to the business, my credit card company has already dropped the dispute. They have sent a letter stating that there is "insufficient proof that the merchant has violated the invoice/contract's terms and conditions" and "we encourage you to continue to pursue credit by contacting the merchant directly". I have done that and the business continues to tell me that because I got my credit company involved, they can no longer assist me. I returned the unopened merchandise to the business. I do not have their products. I would just like to have my $199.88 refunded. Business Response /* (4000, 9, 2022/08/03) */ Hello, We appreciate you making us aware of your negative experience. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience this may have caused you. We've looked into the issue, and unfortunately, we can provide no further assistance on your account since you went through the chargeback process with your bank instead of working with us. I'd like to assure you that all your accounts with us have been closed. In this case, please do coordinate with your bank. Thank you. Consumer Response /* (4200, 11, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Botanical Farms claims they can no longer assist me in returning the $199.88 I paid them for merchandise I returned to them unopened. They claim that it is because I opened a dispute case against them instead of trying to work out the problem with them first. I DID go to them first. I attempted to get a refund from them when my credit card company informed me of the $199.88 purchase when I was attempting to make a $38.99 purchase. I tried to get Botanical Farms to refund the difference and I could still try their products at the $38.99 price I thought I was paying. I called them less than one hour after placing the order and was told that it was too late to change or cancel the order as it was already "processed". I have told them several times that my credit card company has dropped the dispute. They do not intend to reimburse me for the order. Botanical Farms has received payment for an order of merchandise I do not have as I returned their unopened merchandise. My credit card company (Barclays) has already washed their hands of this case. I rarely order anything. I have never made a dispute against any other company, so this is very confusing to me.They are refusing to reimburse me for returning the merchandise and have advised me to pursue my case with the company who has the merchandise back in THEIR POSSESSION! So what Botanical Farms is telling me is, 'We are keeping your money and too bad for you!' Since neither Barclays nor Botanical Farms wants to help me with returning my $199.88 I guess I am out the money. Expensive lesson learned! I guess it isn't important for Botanical Farms to at least try to make good in this case since they have BOTH the money AND the merchandise. Good way to conduct your business! Business Response /* (4000, 20, 2022/08/16) */ Hello ******, We do apologize if you went through this process. Unfortunately, we can no longer process any refund on your account since you already filed a dispute with your bank. Once the customer calls their bank to dispute a charge they receive a temporary credit while the bank investigates. We are debited for the charge at the same time. At the point we cannot give the customer a refund because the bank took back the money from us. If we show the customer made a legitimate charge the customer loses the temporary credit and we are paid. Even if we win the dispute we have fees to pay that exceed $75 for every dispute. Thank you Consumer Response /* (3000, 25, 2022/08/16) */ This company claims that because I filed a dispute my credit card company automatically gives me my money back. WRONG!!!! My credit card company has already charged me for the entire purchase. They have said they are NOT helping me!!!!! They are NOT giving me a refund!!!!! BOTANICAL FARMS has the money!!!!! THEY also have the MERCHANDISE!!!!! Botanical Farms OWES me the refund as BOTANICAL FARMS HAS THE MONEY AND THE MERCHANDISE!!!!!! What more has to be proven????? Do the research!!!! See that YOU are the ones who can make this better but you refuse. Over $200!!!! Stop telling me how sorry you are that you can do nothing for me because I went to my bank and PROVE how sorry you are for STEALING mine and everybody else's money. You just keep making yourself look WORSE in this case!!! Just return the money!!!

• Initial Complaint

  Date:06/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/27/21 I purchased arthritis relief gummies on line from Botanical Farms. There were two purchases made. One for $59.99 and the other $199.98. In early January 2022 I sent my daughter to the Trumbull, CT Post Office and she sent the items back. She was given a tracking number and was told to track the package. About 10 days later she checked the tracking number and it confirmed the Botanical Farms was in receipt of the package. After verifying this the receipt was placed in the trash as there was no further need for it and I would just wait a few weeks for the refund to be processed as per the instructions I was given when I called Botanical Farms and started the return process. After several weeks I called because I was never refunded and I was told that they needed the tracking number to process my order and I explained that I threw it away and I did check and it was received however I was told without that number nothing can be done. On May 26th I emailed the customer care email and then I was told they didn't even have a record of my purchase. I responded and forwarded them a copy of my bank statement that a purchase was made on 12/27/21 with my debit card. I didn't hear anything back so I called again on June 17, 2022 and was told again that nothing can be done without the tracking number. I also emailed the customer care email and told them I was going to file a claim with the BBB and involve my family who are attorneys. This is a lot of money and I feel that this company did receive my package and are cheating me out of my refund. I am requesting the help of the BBB to pursue my refund.

  Business Response

  Date: 07/13/2022

  Business Response /* (1000, 5, 2022/06/27) */ Hello *****, We apologize for the inconvenience. Unfortunately, we are unable to refund the money back to the card we have on file. This is a banking issue that we are working on. We understand you are due for a refund and the only option available for this is to send you an e-check. I escalated this issue to our billing department. We ask for your patience and understanding since we encountered an error processing the refund. We will give you an update as soon as possible. Again, my deepest apologies for any inconvenience we have caused you. Thank you

• Initial Complaint

  Date:06/16/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2022 I purchased CBD gummies and capsules totaling $179.88 for a terminal son in law. Once I receive them I was told he could not take them therefore I returned them immediately. I called the company got the return address label sent it certified called them three days later they told me they received it and would credit back my credit card. I have been calling them weekly explaining to them I have not received a credit to this date. They told me they sent the credit then they told me they tried to send the credit and it got rejected then they sold me they could no longer credit me back so they would send me an E-check and five months later I still have not received anything from this company. this is outright fraud it's illegal that they can charge credit cards I have now looked online and realize that it's a scam and a lot of money has been taken from a lot of people so I am begging for some assistance and shutting this company down.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/06/24) */ Hello ******* We appreciate you making us aware of your negative experience. We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. Please accept our apologies for the delay in your refund. I already escalated this issue to our billing department and found out that there was a system error. I processed your full refund of $179.87, and you will receive it via E-Check. Please check your email (********************) within 7-10 business days. Again, my deepest apologies for any inconvenience we have caused you. Please let us know if you have any additional questions, concerns, or comments or if we may be of assistance at any point in the future. Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has told me before that they were sending me an e-check. I'm an 85 year old woman and I don't know what an e-check is. I want the funds credited back to my Visa that was used in the beginning. The company has an obligation to credit the funds directly back to the original credit card where payment was originally made. Consumer Response /* (4200, 12, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sent an "echeck" which I took to JP Morgan Chase, the bank that it was drawn on and the bank told me that it was fraud. They do not issue echecks and that this company needs to be turned over to their fraud department. Business Response /* (4000, 16, 2022/07/21) */ Hello, We apologize for the inconvenience. Unfortunately, we are unable to refund the money back to the card we have on file. This is a banking issue that we are working on. We understand you are due for a refund and the only option available for this is to send you an e-check. we already verified that refund through e-check was already submitted to your email address ( ******************** )on 07/05/2022. Kindly double check your inbox, spam and junk folders to look up the refund that we sent. Thank you Consumer Response /* (4200, 19, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The E-check that was sent was presented to the bank that it is was drawn on (JPChase) and the bank said it was not a real check; therefore, they are not going to cash it. They said it was a fraudulent check. My credit card company said there has been no attempt for merchant to refund my money to the credit card that was originally charged so that is another lie. I want the refund due to me credited back to the original credit card that was charged. Business Response /* (4000, 21, 2022/08/09) */ Hello ******* We apologize for the inconvenience this may have caused you. For the e-check that we sent out to your email, you have two options convert it or deposit it. First, you can print it out and show it to your bank or deposit it directly with your bank. Along with it are the email instructions on how to use the e-check. To deposit it electronically, you will need to use your mobile banking app, and you need to endorse the e-check by drawing a line in the back and signing it just like a regular check. Then go into your mobile banking app and select to deposit a check. You may check this Youtube link for your reference; https://www.youtube.com/watch?v=jnikcYNAe68 Thank you for being so patient. If you need anything else, let me know if I can help. Consumer Response /* (4200, 23, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already printed the check and taken to my bank and the bank it is drawn on and they both have said that this is not a real check and therefore they will not cash it. I do not have a mobile banking app. Please let me know how I am going to receive a credit that you owe me when the bank that the e check you are sending me will not cash it. Business Response /* (4000, 25, 2022/08/18) */ Hello ******* We appreciate you making us aware of your negative experience. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience this may have caused you. We went ahead and issued your refund through a physical check instead. Please allow up to 7-10 business days for the refund to process and delivered to your mailing address. Rest assured, the account is canceled and you won't receive any further charges. Thank you

• Initial Complaint

  Date:06/12/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered CBD gummies from this company online, literally 5min after placing order, I did not want it and call right back to cancel order. I was told they could not cancel, product already being gathered. I was instructed to wait to recieve product. Return it, unopened, at my expense and they would give me a complete, FULL REFUND. Spoke with Kane, regarding that. They recieved their product 3/14, I have proof for USPS. I am yet to receive ANY refund. Have spoken with at least 5 different people, all tell me different things. spoke with 2 different supervisors told that for "some reason" my card wont accept the refund. Then on 2 different occasions they said they were sending me a "echeck" I have NEVER received one thing. I am very close to calling my attorney, the amount is only $258.00 but it is the principle and should be held to a business like standard and return my money. I need help moving forward and making them accountable. Please advise. I have all the documentation. Please help me.

  Business Response

  Date: 07/13/2022

  Business Response /* (1000, 5, 2022/06/16) */ Hello *****, We regret any inconvenience the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. Please accept our apologies for the delay in processing your refund. We will confirm with our billing department to look up the E-Check worth $259.87 processed for you. Please allow us some time to check the refund, and we appreciate your patience and understanding. We assure you will receive the refund as soon as possible as promised. We appreciate your patience and understanding. Consumer Response /* (3000, 7, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spoken with 3 different supervisors all of whom tell me the exact same thing they responded on this response. Yet no refund since March 14, when they had their product in hand. I have a signed paper from USPS. No echeck has EVER arrived. Although they tell me it will. 4 times they said they will call me back within 24-48 hrs, never EVER have I received a phone call back, after they checked with their billing department. They are liars and a faulty business. I think they will continue to do this until people just give up the fight. I will not stop. Nobody should do business with them. I want my money back NOW!! Business Response /* (4000, 9, 2022/06/24) */ Hello *****, We apologize for the long wait. We verified that the refund of 259.87 through E-Check, was already submitted to your email address (********@att.***). Kindly double-check your inbox, spam, and junk folders to look up the refund we sent. For the refund through E-Check, you will have the option to either Direct Deposit or Print an e-check. If you select Direct Deposit, you will go through a secure process within Checkbook.io to deposit those funds directly into the bank account of your choosing. If you select to Print the e-check, you will need to endorse the e-check by drawing a signature line on the back and will need to use your mobile banking APP check deposit feature. Please note that you can not take an e-check to a bank. Thank you for being so patient. If you need anything else, let me know if I can help.