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Business Profile

Vitamins and Supplements

Organics Ocean

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vitamins and Supplements.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/16/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought a product that didn't live up to expectations. Used there return policy but so far no refund and no correspondence.

    Business Response

    Date: 10/29/2024

    Dear BBB,

    The customer, ****** ****, placed an order in our online store on July 15. He reached out on August 15, requesting a return for his order. We promptly responded the same day, asking for the reason for the return, the condition of the bottles, and any further details to help process his request.

    After reviewing his response, we offered him a few product recommendations on August 17 to help him achieve better results, along with a 25% discount on his order. He declined our offer that day, confirming he wanted to proceed with the return. On August 19, we informed him that he would be responsible for the return postage and that all bottles, both opened and unopened, would need to be returned. We explained that a refund would be processed once we received confirmation of the return via a photo, and that it would take 3 to 5 business days for the refund to be credited back to his payment method.

    On August 21, Mr. **** confirmed he would proceed with the return, and we sent him the return instructions. The exact instructions we sent are as follows:
    _____

    Thank you for your patience. I apologize for the delay in getting back to you. We haven't heard from you to continue the return. Let's proceed:

    You can ship the 8 bottle(s) back to us as discussed to the address below, and when we receive the order, the refund will be triggered.
    Before you send it, you must take a picture of the OUTGOING package showing your name and tracking number and send the photo to us here in a reply (most people take a picture at the post office and send it then), and we can expedite your refund process.

    Ship to the exact address below:
    Organics Ocean
    ATTN: Ocean Returns (RMA 114019)
    PO Box 153201
    ***************

    Were looking forward to hearing back from you to process your return!
    _____
    Mr. **** received two automatic follow-up emails and responded on August 26, stating he had returned the bottles and was unsure why we indicated he hadnt replied. However, he did not provide the required photo of the outgoing package as confirmation of the return.

    On August 27, we replied, asking for tracking information so we could process the refund immediately. Mr. **** did not respond with the tracking information or a photo as confirmation of the return.

    Our last interaction with Mr. **** was this email on August 27, and we became aware of his BBB complaint today (October 29).

    We have since contacted him by phone to clarify what occurred and explain that his refund had not been processed due to the lack of return confirmation. As of today, we have processed a refund for the full amount of $186.95.

    Thank you for allowing us the opportunity to explain this situation and please dont hesitate to reach out if further details are needed. I am attaching the entire conversation with the customer, which began on August 15, as well as documentation of the refund notification email for the refund processed on October 29.


    Best regards,
    ********** ********
    Admin Manager & Head of Customer Care

    Customer Answer

    Date: 11/05/2024

     
    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.

    Sincerely,

    ****** ****

Organics Ocean is NOT a BBB Accredited Business.

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