Complaints

• Initial Complaint

  05/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a **** package of Detergent and fabric Softener on Jan 2nd. I have not received the item yet. I have been provided with an ups label but it just says the label is generated and UPD mentioned that **** has not yet shipped the item. I have emailed **** customer care multiple times with no action.

  Bureau response

  05/02/2023

  Erin ****
  Frey 
  *** ********** ** ******* ** *****
  
  
  Dear Erin ****: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 5/1/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Mithun ******

  *** **** ** ********* ** *****

  Daytime Phone: ###-###-####
  E-mail: ********************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Delivery Issues 

   

  Customer’s Statement of the Problem:
  
  I ordered a **** package of Detergent and fabric Softener on Jan 2nd. I have not received the item yet. I have been provided with an ups label but it just says the label is generated and UPD mentioned that **** has not yet shipped the item. I have emailed **** customer care multiple times with no action.
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Delivery; Refund
   

  Bureau response

  05/02/2023

  Mithun ******
  *** **** ** ********* *** *****
  
  
  Dear Mithun ******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 5/1/2023 against ****.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  05/09/2023

  Erin ****
  Frey 

  *** ********** ** ******** ** *****
  
  
  Dear Erin ****:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 5/1/2023 and was assigned an ID of *********    

  BBB forwarded you a complaint filed by Mithun ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Mithun ******
  *** **** ** ********* ** *****
  Daytime Phone: ###-###-####
  E-mail: ********************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Delivery Issues
  
  Customer’s Statement of the Problem:
  I ordered a **** package of Detergent and fabric Softener on Jan 2nd. I have not received the item yet. I have been provided with an ups label but it just says the label is generated and UPD mentioned that **** has not yet shipped the item. I have emailed **** customer care multiple times with no action.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Delivery; Refund
   

  
  Additional Comments from Consumer:
  

  Bureau response

  05/19/2023

  Erin ****
  Frey 

  *** ********** ** ******** ** *****
  
  
  Dear Erin ****:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 5/1/2023 and was assigned an ID of *********    

  BBB forwarded you a complaint filed by Mithun ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Mithun ******
  *** **** ** ********* ** *****
  Daytime Phone: ###-###-####
  E-mail: ********************
  
  The details of this matter are as follows:

  Complaint Involves:
  Delivery Issues
  
  Customer’s Statement of the Problem:
  I ordered a **** package of Detergent and fabric Softener on Jan 2nd. I have not received the item yet. I have been provided with an ups label but it just says the label is generated and UPD mentioned that **** has not yet shipped the item. I have emailed **** customer care multiple times with no action.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Delivery; Refund
   

  
  Additional Comments from Consumer:
  

  Business response

  05/24/2023

  Hello Mithun,

  Thank you so much for reaching out to us. We are very sorry for the inconvenience and the delay. 

  We're happy to help all our customers and respond to all email and SMS that we received as fast as we can. Unfortunately, our 'Contact Us' form on the website drops all messages to an inactive inbox and messages sent thru the form are marked as 'spam'. We are now working on this form and we are very sorry for the inconvenience this has caused you.

  I just checked and some items on your original order was out of stock and we sent notifications to all our customers in case an order hasn't been shipped out on the 7th day. The he order was changed to available scents on May 3rd and refunded the unavailable item. Thank you so much for accepting the option provided by our SMS team.

  I know this whole experience has been very frustrating and I'm really sorry for the inconvenience we have caused you. We want you to know that we have been working tirelessly to meet the demands of our products and give you a better and smoother experience in the future.
  
  

  Thank you so much for being a valued customer of ****! Please feel free to reach out to us via our email and SMS line and we'll be happy to assist you at anytime.

   

  Email: ******************

  SMS: +***********

   

  Kindly,

  The **** Team

   

   

  Bureau response

  05/24/2023

  Mithun ******
  *** **** ** *********** *****  
  
  Dear Mithun ******:
  
  This message is in regard to your complaint submitted on 5/1/2023 against ****.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from ****. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  

  Hello Mithun,

  Thank you so much for reaching out to us. We are very sorry for the inconvenience and the delay. 

  We're happy to help all our customers and respond to all email and SMS that we received as fast as we can. Unfortunately, our 'Contact Us' form on the website drops all messages to an inactive inbox and messages sent thru the form are marked as 'spam'. We are now working on this form and we are very sorry for the inconvenience this has caused you.

  I just checked and some items on your original order was out of stock and we sent notifications to all our customers in case an order hasn't been shipped out on the 7th day. The he order was changed to available scents on May 3rd and refunded the unavailable item. Thank you so much for accepting the option provided by our SMS team.

  I know this whole experience has been very frustrating and I'm really sorry for the inconvenience we have caused you. We want you to know that we have been working tirelessly to meet the demands of our products and give you a better and smoother experience in the future.
  
  

  Thank you so much for being a valued customer of ****! Please feel free to reach out to us via our email and SMS line and we'll be happy to assist you at anytime.

   

  Email: ******************

  SMS: ************

   

  Kindly,

  The **** Team

   

   

  Bureau response

  05/29/2023

  Erin ****
  Frey *** ********** ** ******* ** ***** 
  
  
  Re: ID * ******** - Mithun ******
  
  Dear Erin ****:
  
  Thank you for your recent response to Mithun ******. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  05/29/2023

  Mithun ******
  *** **** ** ******** ** *****  
  
  
  Re: ID * ********- ****
  
  Dear Mithun ******,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order #********** on 1/15/23 and on 1/20/23 I received an update that my order was delayed. On 1/25/23 I received another email saying it was on its way. Upon checking tracking numbers a few days later I found out that only a label had been printed and nothing had been shipped. I emailed their customer service and was told the following: We mark all orders as 'fulfilled' once they have been submitted for shipment and the shipping label has been created. Unfortunately, we ran out of Detergents before we can ship yours. But we will still ship this out as soon as the new batch arrives. Will you be able to give us more time to ship your order? We're looking at about 2 to 3 weeks delay, or we can cancel the order for now and then reprocess once we are fully restocked. I have now reached out to them twice and have not received a response back from them. I have been ignored for the past 2 weeks. This is unacceptable and ridiculous.

  Business response

  02/23/2023

  The customer's order includes items that we're currently out of stock. We sent a notice to all our customers explaining the delays, and gave them options including canceling the order if the ETA will take longer as expected.

  We canceled the order today and issued the full refund, this should post on the customer's account within 5 to 10 business days.

  Customer response

  02/23/2023

  
  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. If they would have responded to the emails I sent I would not have needed to file.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  02/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi I have been a customer of Frey for awhile, love the product. However I have been charged the last 3 months for the product and have not received the product for the last 3 months. I went on the site and clicked on the "contact us" link to ask them for help, but the link goes to a 404 error. I am going to pause my subscription for now, as I have 3 months of backorder I am due before I buy more. I will cancel and request a charge back on my card if this is not fixed within the next 2 weeks.

  Business response

  02/22/2023

  The 3 pending orders have been canceled and refunded in full. We usually send a notice to all our customers explaining the shipment delays. We haven't heard back from the customer, assuming that the notice have gone to the spam/junk folder.

  Customer response

  02/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19433726, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a year supply of detergent, hand sanitizer, and body wash. I ordered it Jan 5 and shortly after got an email saying part of my order was out of stock and it instructed me to email CS asking them to split my order if it didn't ship soon. I did so. I received responses saying they had all items but shipping was delayed due to a high volume of orders. I've emailed several times and received no real information. They don't seem to actually do any follow through internally. I was offered a 10% refund on my order and I accepted it but it's been almost 20 days. I budgeted and planned my shopping around this and do not want to have to go out and buy more laundry detergent. I just want my product that I'm looking forward to using. I feel like I'm being scammed and given the run around. The e-mail responses all sound like AI generated responses as well. After reading the other complaints on here and other sites I'm skeptical I'll ever receive my order.

  Business response

  01/24/2023

  Hello *******,
  
  Thank you so much for reaching out to us. We are very sorry for the delay with your order.
  
  I just checked and the order is now ready to ship as of January 24th. While the products are available by the time we received your message on January 11th, we still experienced a slight delay as we clear our backlogs and fulfill all ending orders including yours.
  
  I know you've been waiting for the products long enough and we want to thank you for your continued support and understanding.
  
  Thank you so much for being a valued customer of Frey! If there's anything else I can do for you, please don't hesitate to reach out!
  
  Sincerely,
  The FREY Team
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been unable to contact the company.I simply wanted to pause my subscription until I used some of the product up. From the manage subscription tab on the website it just redirects you back to the sign in page, over and over. The contact us tab direct to an expire page. No phone number. I emailed two days ago with no response. Although I really enjoy the product, once I get my subscription successfully canceled I will not be ordering again.

  Business response

  01/24/2023

  Hi *******,
  
  Thank you so much for reaching out to us.
  
  We are very sorry for the trouble you've experienced on our website. We recently migrated to a new platform and some of our customers needed to reactivate their online account again to gain access to the 'Manage Subscriptions' page. I resent your account activation link to your email address on file.
  
  During the migration, the Contact Form on our website was disabled to integrate our customer service channel. You may email us at [email protected] or send an SMS to ************ to speak to our representative in real time.
  
  I also canceled your subscription today, rest assured no orders will be processed moving forward.
  
  You may reactivate your subscrption at any time once you've reactivated your online Frey account. If you need any assistance with this, please reach out to us and we're happy to help any time!
  
  Thank you.
  
  Kindly,
  The Frey Team
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased almost $85 worth of product from this company on November 17, 2022. I still have not received it. I have tried to reach out to the company numerous times and never heard back. I want a full refund immediately on the product we ordered.

  Business response

  01/17/2023

  Hello *****,
  
  I hope you're doing well. First of all, we are very sorry for the delay with your order. I know you've been waiting for the products long enough and we want to thank you for your continued support and understanding.
  
  We run out of stock of scented candles before we can ship the order out, and we emailed all our customers who may have these items on their pending order offering options like removing the unavavilable items, splitting order, or canceling the order altogether.
  
  We are very sorry we missed yours messages, did you send them to our email address [email protected], or SMS line?
  
  I've gone ahead and canceled the order and issued your full refund. Kindly allow 5 to 10 business days for the funds to show on your bank statement. We appreciate you giving us your continued support and understanding, and we are very sorry as we're unable to fulfill your order on time.
  
  I know this whole experience has been very frustrating and I'm sorry for the inconvenience we have caused you. We want you to know that we have been working tirelessly to meet the demands of our products and give you a better and smoother experience in the future.
  
  Thank you.
  
  Kindly,
  The Frey Team

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, I placed an order for the sample laundry detergent on December 22,2022 and I just got charged $49 today (jan9,2023) I reached out the same day i ordered the trial (12/22/22) via the website customer service contact form and canceling my subscription because when I placed the order I never agreed to a subscription as it doesn't state in any form that one is signing up for a reoccurring charge when you place a order on your website. Also, when i tried accessing my order or account I couldn't, I only for a landing page that comes up says " A previous shopping cart was already purchased. Purchase completed on: Thursday, December 22nd 3:28 AM EST. Don't worry though! Please click on the button below to start a new cart session." My shipping and billing address is 3218 Gonzales st apt1228 Austin Texas ,XXXXX and my visa credit card that i paid with ends in ***** I tried contacting you already the same day of my order via text and via this contact form to cancel my subscription so I won't get charged again but never heard back so can you please cancel my membership and refund me for the subscription. I attached my order summary, my unanswered text to customer service and my customer service contact form message confirmation below. Thanks in advance. Ilona ****** ************@gmail.com XXX-XXX-XXXX

  Business response

  01/25/2023

  Consumer Response /* (2000, 6, 2023/01/11) */ Re: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) External Inbox Ilona ****** <************@gmail.com> Tue, Jan 10, 2:21 PM (21 hours ago) to me Hello Lisa, Thank you so much for the quick turnaround. I actually just got a response and refund confirmation an hour ago from the business. Can I please withdraw this complaint? Best regards, Ilona ****** IT Program Manager T: (XXX)- XXX- XXXX E: ************@gmail.com

• Initial Complaint

  12/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a sample from Frey.com, I did not like the product and haven't signed up for subscription. Later I received an email about my order and notice from the bank I was charged $53!!! I tried going online to cancel the subscription I didn't sign up for but after I logging it keeps telling me they'll send me "magic" email or text to access subscription management and email/text never arrives. I sent them an email through the online form and nothing happened. There is no phone number I can call. I had to close my card to make sure I would not be repeatedly charged. I want to make sure this subscription I didn't sign up for to begin with is canceled, I get my money back and NEVER hear from Frey again. Thank you!

  Business response

  01/06/2023

  Hello *****,
  
  Thank you so much for reaching out to us.
  
  We are very sorry for any confusion and misunderstanding. When you purchased our samples, we put a notice during the checkout process that it comes with a subscription that you can pause or cancel at any time. We can cancel even before receiving the samples. The first order will be processed after 18 days if the subscription remain active.
  
  We did not receive any correspondence from the email address ************************ We would be happy to assist any time when we do. Also, during the last week of December, we were updating our website and most of our customers did not receive the magic link, but you should be able to log in now.
  
  I have canceled the recent order and issued your full refund. Kindly allow 5 to 10 business days for the funds to show on your bank statement. We also canceled the subscription and rest assured no orders will be processed moving forward.
  
  If there's anything else that I can do for you, please don't hesitate to reach out to us at ************************************.
  
  Sincerely,
  The Frey Team
  
  
  See Attachment/File: How it works

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/13/2022 I have tried contacting Frey company by email no contact back they said I purchased ***** worth products t I have never heard from this company until seen the charge on my bank statement I don't even know how they got my bank information I read you have ************************************************************************************************* 30 days when someone won't contact back I never bought these products I don't want them I want my money back they say in the return products can't be damaged the dryer sheets I received are open on both ends and the one bottle is sent like it was already open so not only was there products that was charged to my bank account I never order that are damaged they said I purchased 1 products in 2020 which I didn't because l have never heard of this company and I never received those products if so and like I said I would like to know how they got my bank information since I have switched banks since 2020 I would like my money back someone to answer sono can return these products I never orded

  Business response

  01/08/2023

  Hi *******,
  
  Thank you so much for reaching out to us. We are very sorry for the confusion and inconvenience this has caused you.
  
  I checked and we haven't received any inquiries from the email address ************************ You may reach us at ************************************ or through our SMS line at ************.
  
  The order was placed through our website via the Subscribe and Save option.
  
  I'm sorry to know that you received the products in damaged condition. I have issued your full refund to this order, kindly allow 5 to 10 business days for the funds to show on your bank statement.
  
  If there's anything else we can do for you, please let us know.
  
  Best,
  The FREY Team
  See Attachment/File: Subscribe and Save

  Business response

  01/08/2023

  ***Document Attached***
  
  See Attachment/File: screenshot_20230108-192931_chrome.jpg

  Customer response

  01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still doesn't explain day one I looked says no subscription and now all at once inhave one I want it cancelled I never signed up for this still doesn't explain either how my bank account was charged when this information was never sent either I contaced 3 times with email and my bank contacted your company to no response would of been nice to hqve email explaining you was refund the money I explained o would refind the products I never order but I haven't gotten no response on that either
  See Attachment/File: Screenshot_20230110-150650

  Business response

  01/12/2023

  Hi *******,
  
  Thanks for getting back to us.
  
  As we explained previously, the order was placed through our website via the 'Subscribe and Save' option on December 13th. We also attached the screenshot for your reference.
  
  You had an account with us from November 2020 when you purchased our samples. The payment information was saved securely on your account as your default payment method in case of one-time purchases or if you wish to start a subscription.
  
  You do not have a subscription until the new order was placed. During the final week of December, we were migrating to a new platform and the 'Manage Subscription' option was unavailable until the migration was completed.
  
  The mailbox for our Contact Form online has been disabled, but our email address and phone number were visible anywhere on our website before the migration took place.
  
  If you tried to access your subscription before December 13th, or during the migration window from December 26th to January 4th, you may have been unable to view the subscription page.
  
  Please find the attached screenshot of the refunded order.
  
  Thank you so much once again, we remain attentive to your inquiries.
  See Attachment/File: refund issued.png

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Since they won't respond via customer support or social media, I will try here as it seems to be more effective based on the overall profile. I've been a loyal customer for a few years. Up until recently, I have not been receiving my last two subscription orders. Granted I had added a few extra items of interest as any loyal consumer would do. When I noticed my second subscription in November had "shipped" without getting my October shipment, I was a bit concerned. Any attempts to contact have been met with silence. As far as I know, the company is no longer open, or they are all just on vacation with my hard-earned cash. I'd be happy to just receive the items and be on my way, or obtain a full refund if necessary. This experience has in effect dissuaded me from continuing my subscription. It does pay to be kind to those handing you money.

  Business response

  01/06/2023

  Hello *****,
  
  Thank you so much for reaching out to us. We are very sorry for the delay with your order.
  
  I just checked and both orders are pending shipment. We run out of Detergent Sheets before we can ship your order out but the new batches just arrived. Our warehouse is working double-time to ship all pending orders out as soon as possible.
  
  We send a notice to all our customers with pending orders that includes out of stock items. We offer alternatives like splitting the order, changing to another variant/scent, etc. This email may have gone into the spam/junk folders.
  
  I know you've been waiting for the products long enough and we want to thank you for your continued support and understanding.
  
  I looked into our system and we did not receive recent correspondence form your email address. Our Support team is available from Mondays to Fridays, you can reach us through email at ************************************ or our SMS line at ************.
  
  Thank you so much for being a valued customer of **********************! If there's anything else that I can do for you, please don't hesitate to reach out!
  
  Sincerely,
  The FREY Team

  Customer response

  01/17/2023

  They just charged me again for a subscription that I canceled. I will threaten legal action next.

*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. ↩