ComplaintsforMy Sensory Tools

• Initial Complaint

  10/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A few weeks ago, I ordered a sugar ball from the website. I received it, but it was not the color I ordered. I then ordered 3 more, and received only 1. I have repeatedly contacted the company via text, email, chat, and phone call. Not once have I received a response. I paid for a product and never received it. That is theft.

  Business response

  11/04/2022

  This incident was resolved before this complaint was filed.  The consumer was a bit confused as we had been speaking with him through chat several times before.  

  The initial message was received on the 20th. This was via chat on our website chat function.  If emails were sent, it is noted on our site NOT to send emails.  They get lost amongst spam, so instead ask that we are texted or the chat function be used.  A message was received via the website chat function which was on Oct 20th.  The customer reached out stating he was missing 2 balls and that I had yet to respond.  This was incorrect.  I let the customer know that the missing balls were in the print que to ship.  On the 21st, the customer stated "in the print que!" Oct 22nd response from myself "Yes have you not received an email... we have explained there was an error as you reached out and notified us. We have missing balls in the print que, meaning shipment to be sent out. Several messages have been responded to. I am not sure why you are not seeing your messages. Perhaps it is in your spam mail? Please check. This was resolved for you on the 20th" 
  
  Customer response "I checked spam. I have only received a message asking for my order number. Am i receiving a refund for my products being here 2 weeks later than they were supposed to be? Also, why does your company phone number and email not work?"  There was no mention about a refund.  We were simply sending the missing items the customer noted. Also, the best way to get ahold of me is via chat or text as noted on the site.  
  

  Oct 22nd - follow up response from me to customer.  "Unfortunately email is bombarded with junk mail so takes time to get through so we encourage customers to text only order concerns. When I respond here.. it should go to email but for me this is just chat. Fulfillment simply made an error ... they only work regular hours however I work all hours of the day and night working customer service and other aspects of the business. Im sitting here at a parking lot responding to you now. There are just 2 of us. No one wishes to work. I fortunately was able to get someone today to start working with us. So I do apologize for this error and will be sure to give you something extra for your patience."  The customer responded "I understand"  

  The next day, the Oct 23rd, I receive the following message via chat "So what is the solution here? You still have not given me any information on what the next steps are in solving this issue."  
  
  My response "I did unless I missed something. The missing balls shipped..." 
  
  There were additional messages but in resolution, we discussed that I would send the 2 balls claimed to be missing, plus 2 more balls would be included to make good on the transaction.  This shipment of 4 balls were delivered on Oct 26th.  
  
  
   

  
  
  

  Business response

  11/04/2022

  This incident was resolved before this complaint was filed.  The consumer was a bit confused as we had been speaking with him through chat several times before.  

  The initial message was received on the 20th. This was via chat on our website chat function.  If emails were sent, it is noted on our site NOT to send emails.  They get lost amongst spam, so instead ask that we are texted or the chat function be used.  A message was received via the website chat function which was on Oct 20th.  The customer reached out stating he was missing 2 balls and that I had yet to respond.  This was incorrect.  I let the customer know that the missing balls were in the print que to ship.  On the 21st, the customer stated "in the print que!" Oct 22nd response from myself "Yes have you not received an email... we have explained there was an error as you reached out and notified us. We have missing balls in the print que, meaning shipment to be sent out. Several messages have been responded to. I am not sure why you are not seeing your messages. Perhaps it is in your spam mail? Please check. This was resolved for you on the 20th" 
  
  Customer response "I checked spam. I have only received a message asking for my order number. Am i receiving a refund for my products being here 2 weeks later than they were supposed to be? Also, why does your company phone number and email not work?"  There was no mention about a refund.  We were simply sending the missing items the customer noted. Also, the best way to get ahold of me is via chat or text as noted on the site.  
  

  Oct 22nd - follow up response from me to customer.  "Unfortunately email is bombarded with junk mail so takes time to get through so we encourage customers to text only order concerns. When I respond here.. it should go to email but for me this is just chat. Fulfillment simply made an error ... they only work regular hours however I work all hours of the day and night working customer service and other aspects of the business. Im sitting here at a parking lot responding to you now. There are just 2 of us. No one wishes to work. I fortunately was able to get someone today to start working with us. So I do apologize for this error and will be sure to give you something extra for your patience."  The customer responded "I understand"  

  The next day, the Oct 23rd, I receive the following message via chat "So what is the solution here? You still have not given me any information on what the next steps are in solving this issue."  
  
  My response "I did unless I missed something. The missing balls shipped..." 
  
  There were additional messages but in resolution, we discussed that I would send the 2 balls claimed to be missing, plus 2 more balls would be included to make good on the transaction.  This shipment of 4 balls were delivered on Oct 26th.  
  
  
   

  
  
  

  Customer response

  11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ******
  

  Customer response

  11/04/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  ****** ******
  

*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. ↩