Complaints

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:02/26/2024

  Type:Delivery 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 placed an order for the Complete Skin Replenishment bundle on 30Janaury. On the 31Jan I received an email that Order#****** had finished processing. On 1Feb I received an email the order had shipped with DHL with a tracking number. The website states that an international shipment typically takes 10-15days to be received. On the 19Feb I sent an email to Purity Woods as I still had not received the shipment, the last update on the tracking info was 8Feb (still showing shipment in ***) and DHL said I had to contact the merchant. I did not receive a reply. I sent another email 22Feb, no response. I used the contact us on their website, again nothing. I finally received a reply 26Feb stating the order had shipped and gave me the tracking number so I could follow the shipment and if I had any further questions they are happy to help. There was no effort on their end to contact DHL to find out why this shipment has not been received. As of today, the tracking has not been updated since 8Feb. At this point, with the poor customer service offered and not receiving the product I would like a full refund.

  

  Business Response

  Date: 02/28/2024

  *********,

  We apologize for the inconvenience youve experienced with your order from Purity Woods. Late deliveries and poor communication can be frustrating, especially when youre waiting for your product.  We have reached out to our distributor and DHL to see why there is a delay with your shipment to Suadi Arabia and will reach out to you as soon as we hear from them.  In the meantime, your order has been refunded just in case the parcel is lost in transit. If that is the case, we will be more than happy to ****** this order via a different courier and with express shipping.  Thank you for bringing this to our attention - we are constantly working to improve our processes and your feedback is important to us.  Thank you for your understanding, and we appreciate your business. If you have any further questions or concerns, please dont hesitate to reach out.

  Purity Woods

  Customer Answer

  Date: 03/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/24/2024

  Type:Product 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.

  On 11/24/2023 I bought a bottle of their Age-Defying Eye Cream. I used it daily until 1/20/2024. The product did not work for me. I want to return it and get a refund. I tried for five days to contact the company by phone, email, the Contact form on their website, their ******** page, and in ******** Messenger. I received no reply. Now their ******** page does not exist and their phone no longer offers the option to leave a message.I paid by PayPal, Transaction ID: **************************************** order #******

  

  Business Response

  Date: 01/24/2024

  Hi *****,

  I'm so sorry to hear that you are having problems getting in touch with us.  I see that you contacted us on Sunday to ask for a refund.  We try to respond within 24 hours to all customer inquiries, but it may be longer over the weekends.  I see our customer service director sent you an email message on Tuesday with instructions on how to return your product to get a refund.  Sometimes emails can get caught in spam - if you wouldn't mind checking your spam folder just to make sure it's not there I would appreciate it.  I have gone ahead and refunded the amount of your purchase to PayPal.  Also, please do note our official ******** page is: ******************************************************* - would you mind telling me where you found the ******** link that is no longer working - I would like to correct that link.  You can also find us in Instagram here: ************************************************* and on Pinterest here: *************************************************.

  If you should have any more concerns, questions, or just want to talk to us please contact us at ******************************************.

  Sincerely,

  Purity Woods

  Customer Answer

  Date: 01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/24/2023

  Type:Customer Service 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 have tried to buy my skin products whilst visiting ******* from ******- Purity Wood say that they cannot process the payment and to contact my bank. I have done so and they say that the payments arepending I have tried and tried without success to contact Purity Wood but the neither respond to telephone calls, emails or the chat on line. absolutely exasperated!

  

  Business Response

  Date: 11/26/2023

  Dear *******,
  
  We are sorry to hear about your experience. We value your feedback and we want to make sure that you have a positive experience with us.
  
  Due to the long holiday weekend here in the US, response times may be slower than usual.  However, we will be reaching out to you via email and/or phone to get this issue resolved as quickly as possible.  Please watch for an email from ****************************************** and feel free to send us any further information with regards to this issue.
  
  Thank you for choosing us and for your continued support.
  
  Sincerely, **************** Team

  Customer Answer

  Date: 12/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for you help resolving my issues with Purity wood who responded immediately after you contacted them and have kindly resolved the issue. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/02/2023

  Type:Delivery 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 ordered the product on 4/29/23 and I emailed them immediately and asked them to not send me the product. I did not like that when you oder there product they offer up-sells for very discounted prices. I received an email stating "Our business hours are Monday-Friday, from 9 am - 5 pm EST. If you placed your request outside of business hours, on the weekend, or on a holiday, we appreciate your patience! We will get back to you as soon as possible.Shipping Notice: Most US orders take 5-7 business days and international orders between 7- 14 days (this does not include weekends or holidays) to be delivered; however it can also take carriers a few business days to register your shipment status, which may delay your tracking results. We appreciate your patience."After I emailed them on Saturday canceling my order I received an email that my product has shipped on a Sunday at 6:14 PM. Here is the email:Your Purity Woods order has shipped!External Inbox ****************************************** Apr 30, 2023, 6:14?PM (2 days ago)The email stated that it would ship in 5-7 business days and they shipped on a Sunday evening at 6:14. I don't believe them that they shipped the product on a Sunday when they stated 5-7 business days to ship.I had to go to my bank and cancel my credit card and now I have to change all of my accounts with the new information. Buyer beware as this company only cares about making money, and I am receiving emails from them marketing there products that I don't want and I asked them to remove me from there marketing email list.This company is dishonest and all I want is my money back. I have already have a dispute with my bank and they have all the emails that I received from them and what I have emailed them.Also the link with the tracking number has an error see screen shots.Buyer Beware!

  

  Business Response

  Date: 05/02/2023

  We are very sorry to hear about your experience on our website.  Unfortunately, as we do not have customer support over the weekend, we could not immediately cancel your order.  Our distributor has an automated system that pulls orders over the weekend to prepare them for shipping on Monday - thus the notification at 6:14pm on Sunday that the package had begun the shipment process.
  
  We apologize for any inconvenience caused by our email communications. We value your privacy and respect your preferences. We have checked our records and found that you unsubscribed from our email list on May 1st, 2023. Since that time, our records show that only transactional emails have been sent to you. You should not receive any more non-transactional emails from us.
  
  We have issued you a full refund for your purchase.
  
  We appreciate your patience and understanding in this matter. We take these types of issues very seroiusly and do appreciate you letting us know about your experience - rest assured we will try to do better.  
  
  Please feel free to contact customer service at ****************************************** to let us know if you have any further questions or concerns.
  
  

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 20006724
  
  I am rejecting this response because: I am seeing a zero balance with my banking.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/03/2023

  Hi ****,

  I'm sorry to hear that the refund has not processed through your credit card provider.  Different credit card providers have different times for processing refunds.  Please refer to your banking institution's schedule for the allotted time of refund to show completed within your account.

  I've attached a snapshot of your order from our system that shows the refund was initiated.  I also confirmed with our credit card processor that the refund has been initiated.

  Please let us know if there's any other concerns or issues we can address.

  Customer Answer

  Date: 05/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************