ComplaintsforSabon

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order was placed on July 10, 2024. Aroma Prestige 450ml Starlight Bouquet 23 was charged $22.75 + tax to the total order. When shipment was received, as per the enclosed receipt, item was BACKORDERED. I was charged for this item that was never received. Other companies do not charge for an item unless it is shipped. I should have not been charged for this item until it was back in stock and shipped to me. I have emailed Sabon multiple times and without response. I can't find a direct customer service phone number. I haven't received any response back. I am requesting the item be cancelled and receive a refund back to my Paypal account for the item.

  Customer response

  07/24/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Date of the transaction: 2023/11/24.The amount of money you paid the business:$ 102.2.What the business committed to provide you: luxury self care set worth $120.What the nature of the dispute is: They did not sent the promised luxury self care set, though I have reported the issue and have been following the update. And now they refused reply to any email I sent about this issue. Whether or not the business has tried to resolve the problem: No, they refused to reply my return request.Account/order/tracking number If the issue involves advertising: *********.If the issue involves advertising, when and where the ad was seen or heard: Yes. The advertising was sent via email on 11/25/2023, pls check attachment

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made my first purchase of items from SABON and upon receiving the fragrances were just to strong for my daughter so I requested to return the items. The return was approved and a shipping label was provided. I shipped the items back and *** is showing that it was returned to them on 12/12/23. I have still not received my refund. I called customer service and I only get a vm and am unable to speak to an agent. When I emailed them on 12/22 I got one returned email that they would look into it but then never responded. I emailed them again on 12/29 & 12/31 and both emails have no response back. I tried calling them again today 1/5 only to get a VM again. I would like my refund back since I have returned the items.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have order #********* with sabon on Sep 2nd. They finally shipped the order about ***** days later (2 packages). However, two of the items I ordered are missing(delicate jasmine **** milk and free labor day gift) and 2 of the items are wrong also broken/leaking(2 orange blossom **** scrub they sent ginger orange **** scrub). I tried to contact them writing about 3 emails, chat online and by phone. They said they will take a look via online/phone and then Im never contacted by them again dealing with the problem. I need a refund/replacement with the missing and wrong/broken items. The invoice is clearly indicating that two items are not shipped and the picture showing **** scrub are wrong and leaking.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered over $400 worth of products from Sabon on 11/29 online. I received no confirmation emails or communication about shipping/delivery. I had to reach out 3 times to get a response, and at that point they told me the items had shipped. I did receive two of my three orders; although the products were open and had spilled in the boxes. For the third order, they sent me someone else's order. I sent a picture of the invoice in the box - that had someone else's name and address on it - to customer service but I have yet to receive my items. Furthermore, I have yet to receive ANY communication about when they will be sent/when I should receive them. I have emailed again and again and again, to simply inquire about the date I expect to receive the items, and they do not respond. At this point I have neither my money nor my items, and would like one.

  Business response

  12/21/2021

  Hello,

  We are sorry to hear you received an incorrect order- this is not the level of service our team aims to provide and apologize for any inconvenience this may have caused you.

  After reviewing the email chain with our customer care team, we can see that a replacement order was created on the 17th and shipped out on the 20th.

  According to **** the package is on its way to you and should arrive at some point tomorrow.

  If you have any additional questions or concerns, please feel free to email our customer care team at ********************************************* for additional assistance.

  Thank you,

  Sabon

• Initial Complaint

  12/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an online order on November 25. I have not received this order to date. I have emailed them on 12/4, 12/6, 12/8, 12/13, 12/14, 12/15. I was advised on 12/4 my package would be arriving. The others have remained unanswered. Still no package. This pertains to online order number *********. This is regarding an online sale. I have not received my package. Either give me my package or my money back. This is not right!!!

  Business response

  12/21/2021

  Hello,

  Thank you for your patience and understanding while our team looked further into this concern for you.

  At this time, we have been experiencing a higher volume and apologize for the delay you may have experienced. Our team has been working hard to update all customers as well as fulfill as orders as quickly and efficiently as we can.

  Near the beginning of December, our team sent out an email to inform customers we were experiencing delays. We apologize if you did not receive this email.

  The order in question was shipped in full and a tracking number was emailed to the email address used when placing your order.

  According to **** this package was delivered on the 18th.

  If you have any additional questions or concerns, please feel free to reach out to our customer care team at **************************************************************************.

  Thank you,

  Sabon

  Customer response

  12/27/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  09/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  A promotional offer for the customer of my order offered a “Tale of Green Rose Kit” gift for free with purchases up to a specific price threshold. The free item was substituted to an item of lesser value (single tube of white tea hand cream) without notice. There is no visible substitution policy online, and we are upset that the substitution was of less value than the offer advertised. Emails with the company resulted in no equal or greater replacement, just a vague apology, but no action or resolution.

  Business response

  09/13/2021

  Hello,

  Gift with purchases are while supplies last, this can be found under our gift with purchase disclaimer, along with the following:

  -Enjoy a free complimentary gift from Sabon NYC while supplies last. 
  -Sabon NYC reserve any rights to change this offering at any time.
  -Free gifts can not be returned for any cash value. Customers will need to return the free gift if the order is being returned.
  -This free gift is only vaild at *************

  Unfortunately, A Tale of Green Rose was no longer available. While gift with purchases are usually while supplies last and are not substituted, our team made the decision to provide the replacement of our current gift with purchase at the time, White Tea Hand Cream.

  An email was sent out in regards to the change that was taking place- copying the email below that was sent out for the change of gwp.

   

  Hello,
  
  How are you?
  
  We are reaching out in regards to your recent order.
  
  Unfortunately, it has been brought to our attention that our distribution team has been unable to fulfill a portion of your order and will not be able to complete. Our Tale of Green Rose Kit has no remaining good units.
  
  While our gift with purchases are usually while supplies last, our team has move forward and are sending out a replacement gift, our White Tea Hand Cream Tube.
  
  You will receive this item in a separate package, if not already.
  
  Please note that this change will not be reflected on your invoice as we are unable to alter your invoice. Your invoice will state the original item, however, due to the item being unavailable, a replacement was put in its place.
  
  If you have any questions or concerns, please feel free to reach out to our customer care team any time, with your order number copied. We are available Monday-Friday, 9AM till 5PM and can be reached via email or phone. 
  
  Thank you,
  
  *******
  Sabon USA Customer Care
  

  We are unable to fulfill an item that is no longer available and proceeded to replace the item with the next gift with purchase. 

  For any additional questions or concerns, please reach out to our customer care team at ****************************.

  Thank you.

  Customer response

  09/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  

  The issue at hand is the lack of value in the substituted ‘free gift’, as the replacement is inferior from a value standpoint by at least half the value of the original item. I and the customer expected a substitute of equal or greater value. Substituting for an item of lesser value is misleading and their response is unsatisfactory and has not been resolved. I have prior pointed out the value difference in my email to SabonUSA.

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *****
  
  
  
  
   
  

  Business response

  09/29/2021

  Hello,

  Our gift with purchase policy states that Sabon can change the offering at any time and that the offer is valid while supplies last.

  Our team has provided the customer with an e-gift card in the value of the original gift with purchase to redeem for their next purchase.

  The original item gift item is no longer available (will not be restocking). A replacement gift, White Tea Hand Cream, and an e-gift card for the amount of the original product has been provided to the customer.

  Thank you.

  Customer response

  10/01/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

*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. ↩