ComplaintsforHandcrafted Soap and Cosmetic Guild

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I renewed my business insurance and membership with this company in January and this month I closed my business and asked for a pro-rated refund of my $365 and they refused saying it was a policy. I think this is not fair or legal?

  Business response

  06/19/2023

  It is clearly stated when a customer/member joins on our website that they need to read and understand the Bylaws; they cannot check out until they have noted that they have done this. Under Article IV, Section 6 (Resignation), our Bylaws state the following: "Any member who resigns or otherwise withdraws, voluntarily or involuntarily, from the HSCG shall cease to have any interest in the funds, assets, or activities of the HSCG and shall not be entitled to any refunds of any type or in any amount." ****** would have been required to acknowledge this and the rest of the Bylaws before she could complete her purchase. Therefore, if she did truly read the Bylaws as she stated she had, she would have seen this refund policy. 

  Customer response

  06/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ****** *****  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This organization had an annual conference that was canceled in 2020. They then rolled over my payment to the conference in 2021 and later canceled that conference as well. I requested to not roll over my conference payment to the conference in Kansas for 2022 and have called numerous times to obtain information about getting my money back. Each time I called they stated they would return my call because they needed to speak to the 'financial' staff. However, i never received a call back and I called again and again. I called again and left a message with my name phone and membership number and requested they call back and to date they have not called me back. I just sent another email to them regarding this issue. The conference cost over $500 which they have had for over 2 years. I should have received a complete refund and I have just been ignored.

  Business response

  06/24/2022

  After searching our records by matching ***** ******' name to her profile in our system, we were able to find her phone number and look through our records. While we do see this phone number in our records, we did not receive any voicemails from ***** and do not have a record of her requesting a refund. The only email that we've received from ***** was within a day or so that this complaint was filed. 

  Had we received communication from *****, we would have been happy to refund her money; however, we did not receive her request for a refund and therefore, did not process it. Our office will be reaching out to ***** directly to resolve this matter.

  Customer response

  07/13/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was advised by this business that the issued my a refund check in October 2020 and this check cleared. It took me over a year of correspondence via phone and email and complaint to BBB to obtain this information regarding my refund. Since I never received this check (in the amount of $519) and they indicated the check has 'cleared', I sent an email requesting a copy of the cleared check so I could file a police report regarding the missing funds. I sent this email on July 4, 2022 to **** ****** who was the individual who sent me the email stating the check cleared. She has not responded. Then on July 6, 2022 I sent a second email to the email address of their member services and included a copy of the email **** ****** sent to me regarding the cleared check. In the email I again requested the same information about obtaining a copy of the cleared check so I could file a police report regarding the missing money. To date I have not received any response from this business. I have not even received an acknowledgement that they have received my email, and are looking into the issue. Today is July 12, 2022.

  I would like the business to provide a clear image of the front and back of the check they state they issued me and was 'cleared' in their account.
  
  Regards,
  
  ***** ******
  
  
  
  

  
  

  Business response

  07/13/2022

  An email was sent to Ms. ****** advising her that we were aware of her complaint, and that we were investigating this further. Upon investigation, we found that a check had already been printed and sent in the amount of the refund; this was done in October of 2020. Ms. ****** then proceeded to call us liars, and "the shadiest company I have ever dealt with", even though we had clearly sent the refund to her. She made numerous accusations that were unfounded and rude, and the decision was made on our behalf to trust that she had not received the check, and a replacement check was sent to her on July 7th, 2022, which she should have received today (or will be receiving shortly). Her request for a photo of the front and back of the check was not approved, as we do not keep photos of checks, and the check would need to be canceled on our behalf if it was indeed stolen, not on her behalf via a police report. Further communication was not attempted with her, as she was quite aggressive and insulting in her response to us about the initial check having been sent.

  This matter has been resolved, and a refund has now been issued again. 

  
  

  Customer response

  07/14/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The business failed to acknowledge my request for a clear image of the front and back of the cleared check so I could file a police report regarding the missing funds. Further, a legitimate business that is issuing a second refund (or any refund) would contact the customer in writing notifying them they were going to issue the refund and then ensure they were sending those funds to the correct individual and address if they are sending a check. If they are refunding a credit card there would also be some contact with the customer explaining what would appear on their credit statement. Since the business has failed to contact me in any manner, I am unable to accept their response as a legitimate response.
  Regards,
  ***** ******
  
  
  
  

  
  

  Customer response

  07/19/2022

  Yes I did receive the refund check.

*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. ↩