ComplaintsforOak Manor Fragrances

• Initial Complaint

  03/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 4 bottles of luxury hand soap from Oak Manor Fragrances on Jan 27 2023, for $138 USD. The soap arrived on Feb 4 2023. I realized the product was not as it should be, and I reached out to the company to inquire about this and share my concerns and request a return label to mail them back as I believe them to be either fake, expired, or defective, and they dried out my skin and had zero scent. The merchant replied, aggressively, defensively and rudely in a very condescending and uncooperative tone, unapologetic, and not at all concerned about my complaints. The merchant told me that I must pay for the shipping to return the items with no guarantee that they will refund the items I insisted that I have already paid shipping and that I believe the product is defective or fake and that they should provide a prepaid shipping label, and confirm that they will refund the full amount upon receipt of the item… the owner Justin engaged back-and-forth in an uncooperative manner, insulting me and using condescending language while mocking my concerns. I said that I didn’t want drama but if he refused to honour their own return policy, that I would simply report this as fraud to visa. After that, on Feb 5, the merchant (******) responded again with very condescending and rude language, insulting me and stated that he will refund the amount and does not want me to mail the product back. I recently discovered that on February 5, 2023 the merchant went ahead and posted all of my identifying personal private information online that they attained through my purchase order including my full name Email address, phone number home address and my IP address on a public website along with a paragraph that manipulated the scenario in a way that felt like the merchant wanted to maliciously cyberbully me and violate my privacy and physical safety as a means of revenge for having to honor their own return policy and refund me for their defective/ or fake product that they sold me.

  Business response

  03/26/2023

  I have removed the Bad Buyer List update as requested.  We had already removed the customer from our database, and blocked their IP from any other orders.  This customer received all four brand new authentic (invoice provided to both them and uploaded here for authenticity) soaps.  Our return policy is for thirty days, and anything can be returned, with buyer paying shipping on discretionary returns like this.  She didn’t like the scent, which would certainly constitute discretionary.This customer then went on to insinuate we had a “rogue employee” stealing the “good soap” and replacing it with “cheap soap” because the scent wasn’t as strong as she’d hoped. She said that the employee must be sending the “cheap soap” to international customers like her because they won’t send it back.  In addition, after this situation became clear,  I refunded the order in full for her AND didn’t make her send the order back.  So not only did she get to keep the the entire order, she kept them for free (which seemed to have been her motive all along).  The situation has been completely resolved, and we’ve received no further contact.  I have also provided verification of the full refund she received in February 5th.

*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. ↩