ComplaintsforDesert Harvest, Inc.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have always ordered a 12 month supply of Aloe **** capsules from Desert Harvest. It just so happens that the 11Th bottles contained open capsules that covered all of them making the taste very bitter and give me an upset stomach. I contacted the company to get a replacement bottle and they refused because I purchased over 6 months ago. Apparently if I had opened THIS damaged bottle within the first 6 months, they would have replaced it. I cant believe they expected me to open all 12 bottles upon delivery! I offered to return this bottle or send a picture, but they really expect me to ingest this damaged product. Please helpthese are very expensive

  

  Business response

  11/27/2023

  I'm sorry to hear that you are unhappy about the purchase of your Desert Harvest Super-Strength Aloe **** Capsules.  Unfortunately, these capsules were purchased almost a year ago and are ineligible for return/replacement. Good news is the product is still perfectly safe to take.  It sounds like one of the capsules could have broken open in the bottle over the past year and can be easily dusted off before consumption to avoid the bitter taste aloe **** naturally has.  As we mentioned when you called over the phone, we've added a discount code to your account that you can use on your next order for inconvenience to such a valued customer. Please don't hesitate to call at ************ whenever you'd like to use that discount code. Have a wonderful day!

  Customer response

  11/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  I do not want to take (6) bitter capsules/day. There is obviously more than one broken capsule and its unrealistic for me to open all 12 bottles when they were received to inspect for damage. Ive been ordering these for (6) years - $3600! With no issueswhy would I even think I had to open all 12 bottles when I got them..**** was never offered  a discount code when I spoke with either of their employees . Just what type of discount are they offering? Quite honestlyI just want a replacement
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  11/28/2023

  Please call us at ************** if you would like to take advantage of the courtesy discount we are offering you regarding this matter.  This discount can be stacked with our volume discounts and semi-annual that starts this Friday, December 1st.  We look forward to hearing from you.  

  Customer response

  12/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a **************** gel combination product and a Hair Conditioner. The Shampoo shower gel made my hair dry and brittle causing it to break off. It also made my skin dry and itchy. The Conditioner is in a bottle that is different to use. I called the company asking for a refund and ******** refused saying they have a no refund policy. I ask for the owner and was told that they would be out of the country for several months. I feel since this product has been harmful and caused damage to my hair and skin the least they could do is refund the money I paid for the product plus shipping and taxes involved in said purchase. Im not asking for additional compensation for the damages and all the expenses I have incurred trying to repair the damage to my hair and skin just the original cost, shipping and taxes.

  

  Business response

  07/15/2022

  I'm sorry to hear that this customer is so unhappy, but our ********* Return Policy is clearly stated on each of our product pages, as seen here: https://www.desertharvest.com/shampoo-and-shower-gel.html?category_id=297.  We do not accept skin care products back due to sanitary concerns.  As well as, we are a small family company and it would be cost prohibitive to accept money-back guarantee returns on skin care products just because the product is not liked. 

  The Desert Harvest Shampoo & Conditioner are all-natural products that do not contain any chemicals that would cause hair damage and most of the botanical ingredients in both products were chosen for their moisturizing properties. Many factors can go into the health of hair, including hair type, seasonal environments, shower water, and other environmental impacts like pollution, among other things.  I'm sorry that the customer did not like the ********************** Shampoo & Conditioner and hope that she is able to locate a product that she feels is beneficial for her hair.
  

  If the customer was having skin irritation when using these products I would suggest she discuss with her doctor about a potential unknown allergy to one of the botanical ingredients in both products.  Our Shampoo and Conditioner are made for patients with sensitive skin conditions, like eczema and psoriasis, so we are very careful not to put skin irritating ingredients in any of our skin care products. In fact, many of our skin care products are actually approved by the *************************** because we are so intentional with our ingredient selection.

  We hope that rather than trash the products she can donate them to someone who will enjoy them more than she has.  We strive to make sure every customer we have is happy when they call us and I'm sorry that we did not meet her expectations.  Just know that we do have to follow policy, which is why we clearly put a link to the full skin care return policy on every page.  The customer is welcome to call us at ************ if she would like to speak with the owner when she returns from a *********************** in Europe next week if she has any further questions or concerns.
  

  Customer response

  07/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   I want to continue with this complaint.  I see nothing on the products or their website site about the No return policy.  I hadnt even received a receipt until yesterday when I had to ask for a copy.  My order was taken over the phone due to a malfunction with their online ordering system not excepting a discount promo code.  On the invoice I received there is nothing about a No return policy.   Please have someone call me on Monday regarding several discrepancies with what the Merchant is telling you verses what I can see. 
  
  Sincerely
  ***************************** 

  

  Business response

  07/18/2022

  To eliminate any confusion, I've attached a PDF of the page on our website detailing our Returns Policy for all our products, with specific details regarding the ********* Return Policy, which you can link to directly on every skin care page on the Desert Harvest website. I'm sorry if this does not ***** your concerns, but we cannot make exceptions to this policy just because the product is not liked.  Customer has purchased skin care products from of us several times over the past several years and that policy has always been in effect. As a courtesy, we'll be happy to provide a discount code that can be used on future orders via phone or our website: ****.  Don't hesitate to call if we can answer any other questions or concerns at ************.

*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. ↩