ComplaintsforGneiss Spice, LLC
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Complaint Details
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Initial Complaint
02/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order was placed on Dec 12th. On 1/7 an email was sent to the provided email founded on their website requesting an exchange and withing compliance of their return/exchange policy. A follow up email was sent on 1/11. In addition, comments were left on their designated tik tok social media platform. To date I have received any communication on my request. Due to the lack of professionalism and falsely advertising they will work hard to make things right I am requesting my issue to be resolved and would like a refund.Business response
02/07/2022
Dear BBB ****************,
Thanks for forwarding this complaint. We take our customer service very seriously and have never had a complaint in 12 years!
We have contacted the customer by email and phone, as well as emailed a pre-paid return label. Let me know if you need confirmation of this by a screen shot.
In regards to complaint: we did not receive any contact from customer (she said she copied/pasted our email from websiteand offered to forward email). I searched our email by her name and email address and did not find anything. I can't really explain why we don't have contact from her!? We would never leave a customer hanging and respond to all emails in ***** hours (we do not work weekends).
Most customers reach us by replying to their order confirmation email (which it looks like she attached to this order, so I do believe she received her original email confirmationbut I forgot to ask her). Or, they use our "contact us" form on the website. All emails sent to us receive an auto-confirmation with next steps, and our phone line for urgent issues *************). She says she did not get the auto-response so there is some issue somewhere that we will hopefully solve once she forwards us the original email (BBB can test this out by emailing us at ******************************** or ********************************** you will see our normal auto-response).
Regarding social media we have 500K followers and ****s comments a week, so unfortunately we don't see all of the comments. That complaint is correctwe did not respond to her comment on social media and I'm sorry that we don't have the staff to improve that part of our business right now.
Please let me know if you need more information regarding this complaint; I'll be happy to assist.
Sincerely,
*****************************, Owner
Direct cell: ************
Email: ***********************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.