ComplaintsforZoesQOQ

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a product from them and the product was delivered December 9, 2023. I have used the product twice since then and when I went to use it a third time on December 26, 2023. The product was completely dried out. I had done everything to make sure the product was completely closed and sealed tightly and stored in a dark area to ensure that the product would stay usable but it's still dried out. There are several other complaints that were left in reviews about the product drying out and the owner not doing anything about it. I tried to kindly contact them to get a refund advising that it was a defective product and I was met with a generic message outlining the refund policy stating used products cannot be refunded. I feel that it is wrong because I'm not reaching out for refund simply because I don't like the product but again because the product is defective. I have since left a review stating my issue and I did advise them that I would be contacting the Better Business Bureau . not only that but I do believe their policy also states that the product should last between one and three months it hasn't even been a full month and it was defective. I don't want a replacement of the product I strictly just want my money back.

  Business response

  01/01/2024

  Customer informed us that they will be reporting transaction to their bank for refund.

  Customer response

  01/01/2024

   
  Complaint: 21072512
  
  I am rejecting this response because:  the company hasn't even apologized for their poor product or tried to make it right in ANY way. They should just refund me on the basis the product did not perform as stated (i.e. the product shelf life is suppose to last from 1-3 months) it hasn't even been a month., and it doesn't matter if i report it to my bank if the company refuses to refund me. i also said i was reporting to the BBB.  I was hoping they would do the right thing. I want a refund. its the right thing to do for a poor product and incorrectly stated shelf life of the product which then makes the company look like it falsely advertising the longevity of said product, which in this case, it is, and shows its dishonesty.
  
  Sincerely,
  
  ***************************

  Business response

  01/02/2024

  Customer contacted their bank to receive refund. Attachment available.

  Customer response

  01/02/2024

   
  Complaint: 21072512
  
  I am rejecting this response because:
  it doesn't matter if I contacted my bank, If you would just give me a refund like I had originally asked. I can contact my bank and tell them no longer to worry about it that you gave me a refund but because you are forcing me to contact BBB and my bank because you don't want to be honest, these are the options that I have, so if you give me a refund then I can absolutely go ahead and call my bank off. If you refuse to, then I will continue with my course of action for both the BBB complaint and trying to get a refund through my bank. which I'm not expecting a refund for both, I'm not a thief. I am honest, but it would just be easier for everybody. If you would just give me the refund that I asked for.
  Sincerely,
  
  ***************************

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased from the business on December 8th 2022. Never received any tracking info so I contacted the business Dec 22nd. The business told me she would not be able to follow their policy on shipping and would ship whenever she was able to. I explained to the business I would not receive the product because I was no longer at the address. I told the business I wanted to cancel because of this. The business denied my cancellation so I went through my bank in which they approved the refund. The business sent the product January 1st 2023 even after the cancellation. The bank reversed the refund even after a person from the address sent back the package unopened. I contacted the business again in which they told me they would give a refund after the bank finished the investigation. I contacted the business today and they told me they would not give a refund due to their system not allowing it. The business now has my money and the product. I have been scammed.

  Business response

  05/31/2023

  Hi!
  This is an unfortunate situation on both sides. It has been stated to customer about the refund policy, cancellation policy, and the reason with an apology about delayed order during the holiday season. It was also explained along with providing screenshot from system stating that refund could not be processed due to a chargeback being filed.

  Customer response

  05/31/2023

   
  Complaint: 20114128
  
  I am rejecting this response because: the business did not follow the policy or system about shipping. The business did not inform me until the end of the month after I contacted them that the would not be able to follow their own policy. I did not know the holidays included a month before the actual holiday.The business did not allow me as a consumer to make an informed decision. Businesses cant pick and choose when to follow the policy or system. I told the business I would not be there to receive the product and the business still sent it when they wanted to.I waited a month on a product that was said to take 7 to 14 days to ship and would have to ship it again to myself. I told the business to cancel before they shipped and my request was not followed which led to the chargeback. I had someone send back the product unopened. Nothing was said about a chargeback not leading to a refund until I wanted a refund. This business changed their policies, once again, to make it harder on consumers to get the rightful refund. I asked for my money in a different payment method in which the business said their system does not work that way. Legally this is scam. I sent back the product so I deserve the money that I worked for back. The business knew that it did not follow their policies but still sent a product they knew a consumer would not receive. So I will continue to report and inform other consumers until my refund is solidified.

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

  Business response

  06/01/2023

  As stated previously, the system does not allow refunds on orders that have a charge back. Customer was aware of cancellation policy prior to order being placed as terms and agreement has to be agreed upon before placing order. It will be assumed that customer read, understood, and agreed to the shipping, refund, and cancellation policies prior to confirming and paying for order. Store credit is offered or replacement items but as of now the system DOES NOT allow refund for order with a charge back.

  Customer response

  06/02/2023

   
  Complaint: 20114128
  
  I am rejecting this response because: The business did not offer store credit or any type of resolution before. When I reached out to the business they said there was nothing they can do for me. The business changed their policies and now is changing their stance. What is the businesss policy on store credit? 

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

*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. ↩