ComplaintsforBask & Lather LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer for a little over 2 years I even had an subscription I went on my profile and updated my new address which they originally sent a replacement because I updated my address and it still went to an old address then about 2 weeks later the same thing happened again and when I reached out multiple people went back and forth with me and told me to contact the post office. I did since it was already delivered to the wrong address they were unable to help. My issue was escalated and they said it was my job to maintain my address I advised them that I did they then began to tell me that I was lying and there records showed I went on the website and never updated my address I then sent screen shots of what I had done they then said they will not resend my package not give me a refund and that my ***** was just gone. This is a poor way to treat a loyal customer for years. I reached out to someone else and they told me is management wont help you then neither will I. Just horrible

  Business response

  07/24/2024

  Dear Customer,

  
  I sincerely apologize for the inconvenience you've experienced with your package being sent to the wrong address twice, despite your efforts to update your address. Upon review, it appears that the changes you attempted to make in your account were not reflected.

  
  As a gesture of goodwill, we sent a one-time courtesy replacement for the initial lost package. However, please note that it is the customer's responsibility to ensure that their account details, including the address, are up to date.
  

  We are committed to resolving this issue and would like to offer our assistance. Please contact us by phone and ask to speak directly with a manager so we can address your concerns promptly.
  Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.
  

  Best regards,
  

  Customer response

  07/31/2024

  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:

  [Your Answer Here]

  I have not rejected I called and sent other messages I was told somebody from the staff would call back and email me back nobody has done anything. Somebody messaged me off their  instagram business page assuring me that someone would reach out and they want to make it right I followed up 3 more times and nothing was done. 
  
  All I wanted was my product or my refund they refused to do both I have the chain of messages to prove this. 
  **** **** ***** **** *** ****** * **

   

   

   

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

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

  Business response

  07/31/2024

  Hi **********,

  We ask that you please reach out to our office and speak directly to our management team. 

   

  You can contact us at ************.

   

  We would love to have the opportunity to make this right for you.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought hair products, 1 of which looks expired. I sent pictures of said to the company. They refuse to replace said item.

  Business response

  01/16/2024

  We have ensured the customer, Our product is formulated with all-natural ingredients, including **** butter. In colder temperatures, the **** butter may solidify, causing crystallization throughout the product. To dissolve this, simply rub the product between your hands before applying.

   

  We have issued a courtesy replacement for customer. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Cyber Monday I ordered about $71.00 in products from this company. After a few days I got no shipping information so I reached out. They advised there was a delay in orders containing edge control. The pointed out it was noted on the site, I said ok no problem and asked if I could just cancel the edge control a dnger the rest of the order. They said no and still could not give an estimate on when my stuff would be shipped. They stated maybe Monday pass but there was no guarantee. Monday is gone a d the items are still not shipped. I am leaving in a few days to return to my country and I just want a refund at this point. They are not trying to work with me.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered my son 2 ***** oils, 2 ***** oils, 2 hair exlirs. I had the insurance and my package was returned back to the company and I never received my money back and ******* never sent the package back out. I did have the insurance on the package and that is why she wouldn't ship it she didn't believe I had insurance. My order number is *********

  Business response

  11/22/2023

  To whom it may concern,
  I hope this message finds you well. We wanted to provide an update regarding this matter. The customer reached out to us, stating that their package was returned due to an incorrect address. Per our policy, the customer is responsible for the reshipping cost.
  However, the customer expressed reluctance to cover the reshipment fees, and we have been awaiting their response. In an effort to resolve this matter promptly and maintain customer satisfaction, we have decided to resend the package free of charge.
  We appreciate your understanding and cooperation in this matter.

  Customer response

  12/04/2023

  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 and the matter has been resolved.

  I received a replacement order from the business. I am satisfied with this outcome. 
  
  Sincerely,
  **********************
  
  
  
   
  

  
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with Bask & Lather on 7/7/23. The items purchased are as follows: XL BALM- Stimulating Scalp and Hair Balm 1 $29.99 *************** 1 $22.00 STRONG HOLD- THICK EDGES- EDGE CONTROL 1 LARGE SIZE 5.3 OZ EDGE CONTROL $15.99 BALM- Stimulating Scalp and Hair Balm 1 $18.99 JUMBO Scalp Stimulator 1 $37.99 Subtotal $127.95 Shipping $0.00 Taxes $10.31 Total: $138.26 USD I first began using the balm and the hair elixir oil. I didnt notice any particular concerns but stopped using both items because Id changed my hairstyle to locs and, began using products to support that style. However, I continued using the edge control gel. Ive used it consistently in one particular area of my head (the front hairline) everyday until recently when I noticed that instead of hair growth (it was already thin in that area-see photo though its not so apparent in this photo) it was appearing bald and discolored (what looked like vitiligo). I reached out to the company over the weekend for a refund and received the message below basically stating oh well, I shouldve conducted a patch test. This problem occurred over a short time. A patch test would not have revealed my particular concern. I just want a full refund as I dont trust any of their products. Received on 8/21/23 ** ************ *** *** ******** *** ** ** ********* **** ******* ** ****** ******* **** * ***** **** ** ********* ***** ** **** ***** ************* ****** ** ******* *** ******* **** ** ******* * ******* ** *** ***** ****** ****** **** ** ** *** ****** ******* ** *** ** *** ********* ***** ******** ***** ****** ** ***** ** ********* *** *** ************** ********** ******* **** *** ********************** ** ***** ** *** **** ** ***"

  Business response

  08/29/2023

  This customer claimed that she was having a reaction to the products purchased and requested to return them. Due to the nature of the products, we do not accept any returns to our warehouse. This is listed in our store policy, and customers must agree to all of the terms and conditions prior to completing the order. As she placed the order, we know that she agreed to follow our store policy. Additionally, we also state that customers perform a patch test prior to use. The message from the customer made it clear that she has not performed any patch test. Again, this is stated throughout our website. We let the customer know that we're unable to accept returns and that a patch test should have been performed. 

  Customer response

  08/30/2023

  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:

  [Your Answer Here]

  As I explained to the business, I've used ALL of the products. A patch test would not have revealed this problem. The issue with which I am dealing is not relevant right away. I only noticed it after several weeks of use. Still, I'd like a refund for that product. It's the least this business can do I feel.

   

   

   

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

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

  Business response

  08/30/2023

  As the customer has stated, the products were used without a patch test performed. Due to the nature of our products we do not accept returns to be able to provide a refund. Again, we apologize for any inconvenience.

  Customer response

  08/30/2023

  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:

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the Jumbo Scalp Stimulator product for the company on 04/03/22. The order number is BL-*****. Before purchasing I looked at the website for the products ingredients and no where did it list hemp seed oil as an ingredient. I received the product on 04/09/22. Upon looking at the product label, I observed the second ingredient in the product to be *************** (** *******." Had I known that this was an ingredient in the product beforehand, I would not have purchased due to being an federal government employee and it being highly advised not to use such products as they can possibly result in a positive drug screen for THC. I began emailing the company on 04/09/22 with this concern and requesting to return the product and get a refund. I was told via email that the hemp in the product has 0% THC. I explained my situation, providing supporting guidance from my employer and why I wouldn't risk using the product. I also asked via email for documentation supporting the company's claim of 0% THC in the product on 04/10/22. I recieved no response and requested an update to my request on 04/13/22. I received a response stating that I could either discard or gift my product to someone else due to my issue but that a return was not possible. The website does say that due to COVID the company isn't accepting returns. There however is no listed refund policy.I mainly just want my money back. I would also like the company to accurately list its products ingredients to avoid issues like this in the future.

  Business response

  04/14/2022

  The customer was refunded for the product that they are not able to utilize. 

  Customer response

  04/19/2022

  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. ↩