ComplaintsforEarth Breeze, Inc.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2023 I ordered from Earth Breeze. Nowhere on the website could I find what currency the transaction was in. Since I had said I was from ******, I figured it was CAD.Once the transaction was pending, I was shocked to see it wasn't CAD. So, I cancelled the order. They took long enough to cancel that the transaction went from pending to posted, and then when they refunded, it did it again. I got dinged with "foreign transaction fees". then, despite me cancelling, they shipped the product. It was accepted by a household member who didn't realize to refuse it (as I wasn't expecting it anymore). That cost me $29 in customs fees.After talking with their customer service, I was advised it was USD. When I went to the website, there was a very small, grey box that said "USD" by the total. on a phone, it's very hard to see because you have to expand the total.Household member put the box in the laundry room, because it said "laundry detergent" on it. When I finally saw the box, I realized that Earth Breeze had misled me and actually lied to me. The box didn't come from ******. It came from ******. Which means that the currency was NOT USD, but GBP.I want my money back, because this is clearly unethical.

  Business response

  02/20/2024

  Hello ******
  
  Thank you for reaching out to share this with us. Your honest feedback helps us to improve our systems and processes and highlight areas where we need to provide clear expectations. I can see that your customer experience has been confusing and we did not set clear expectations for you as a customer shopping from ******. I am sorry that the cost of trying Earth Breeze was this high for you with the combination of product, shipping, fees and conversion. We ship all of our non-US orders from our ** ****************** and customers orders are processed and often on the way within hours. 
  
  I can confirm that your full payment was refunded by our Customer Delight team on September 28 and your subscriptions have been canceled. I will be sending you a gift to make up for the foreign exchange fees, customs charges, and unexpected exchange costs. 

  Your customer experience is our priority, and I am truly sorry this has turned out like this for you.

   

  
  

  Customer response

  03/05/2024

  I didn't get the BBB email from Feb 26

  complaint is not resolved - business said items being sent, but review of the website shows that nothing is on the way - just "recieved"

  Customer response

  03/13/2024

  No response from BBB, and the "shipment" from Earth Breeze is still sitting doing nothing.

  Business response

  04/22/2024

  Hello ******,

  I have confirmed via tracking that the status is delivered, but want to make sure that you have received it, and that you are happy with the resolution to you complaint. 

  Thank you,

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want to cancel my subscription to Earth Breeze immediately. I have tried suspending on line when I received information that they are sending product but I deep receiving product and being charged for it.

  Business response

  02/05/2024

  Hello ****, 

  Thank you for reaching out for support with this! Your customer experience is our priority and I can see this has been frustrating for you. 

  I can confirm that your subscription has been canceled and you will no longer receive auto-renew orders. While we are sad to see you go, we want to thank you for choosing Earth Breeze and for making a difference by donating laundry detergent to Woman's Shelters. Your purchases have also helped support regeneration projects and reduce single-use plastics during your time with us.
  
  We hope to see would love to see you back in the future, and for future reference, we offer an online self-management account where you can change your frequency to whatever suits your laundry lifestyle. We even offer annual subscriptions vs monthly as many customers prefer to receive one space-saving shipment for the entire year. 

  We welcome you to reach out at any time for support with any questions you have to ********************************.

  Thank you

• Initial Complaint

  01/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am another customer that only wanted to try their product and didnt want a monthly subscription. I fell for the impression that you would be able to do that cancel at anytime. However I found it impossible to cancel being rerouted to the same several pages numerous times.

  Business response

  01/29/2024

  Hello ********,

  Your customer experience is our priority and I apologize that this was frustrating for you.
  
  When you placed your order, you signed up for our subscribe and save option in error. I can see that ****** was immediately able to support your cancelation request via email, and I can confirm that you will no longer receive auto-renew orders. 
  
  We are truly grateful that you chose Earth Breeze to make a difference and have donated laundry detergent to Veterans. You have also contributed to regeneration projects and reduced single-use plastics during the time you have been with Earth Breeze. ????

  Please let me know if there's anything further I can support you with. 
  
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tried to order ONE package of washer sheets. Used PayPal. The menu atomaticall signed me up for autopay. I only wanted to TRY this before making a future commitment. I can not find where I can cancel all of this. I no longer want this product. It is a scam.

  Business response

  12/29/2023

  Hello ******,

  Thank you for reaching out for support with this. I apologize for the confusion during checkout.

  I see that you were able to cancel your subscription online and that **** has also sent a refund for your purchase to make up for the inconvenience.

  We hope that you love your Earth Breeze, and if you would like to order again in the future please note that there is a checkbox on the order page where you can choose a one-time-purchase or auto-renew. We always welcome feedback that helps us improve the customer experience, and appreciate you taking the time to reach out to us for support. 

   

   

   

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last package arrived damaged. It was totally damp and ruined. I contacted company and before they would do anything they wanted me to give them my credit card number so I could join a group that would help me for 1 dollar but when I read full information there would also be another charge for *****. I would not even pay a dollar for a pkg that's wet. I tried calling them but did not get the call back as stated on phone please help to solve my problem.

  Business response

  12/18/2023

  Hello *****,

  Thank you for reaching out for support with this. Your customer experience is our priority and I apologize for the confusion. 

  I have reviewed your voicemail, and followed up on the support email that **** sent you. I see that we created a replacement order for you on Dec 13 because your experience with Earth Breeze is really important to us. You should receive your Earth Breeze this week. We've also changed your next charge date to January 13, ****, so that you can fully appreciate your replacement package before your next regular shipment arrives. I would like to understand more about the request for you to pay a dollar and sign up for something before getting support as this doesn't like one of our systems. Our goal at Earth Breeze is to provide an outstanding customer experience, and it concerns me that your support experience was blocked by this request. 

  We are continuously improving the services we offer to ensure that we keep you happy and satisfied. Please let us know if there's anything else we can do for you!
  
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased their product and subscribed to their recurring monthly program but never received my order. I was sent follow up emails to review the order but it was never delivered. I never received a shipment update or tracking number. I tried canceling my subscription and there is no way to do so on their website. This company is a complete scam. I want a full refund and my subscription canceled immediately.

  Business response

  12/18/2023

  Hello ******,

  Thank you for reaching out for support with this! Your customer experience is our priority and I am really disappointed that your order did not arrive. 

  I see that you were able to connect with **** on Dec 13 for a replacement, refund and cancellation of your subscription after confirming your address. You should receive your replacement order within 5-7 days. If you don't receive this, please reach out at ******************************** for help, and an email response within 15 minutes. 

  Our goal is to provide you with incredible customer service, so hit reply if I can help with anything else.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a string of back and forth emails trying to get them to stop charging my card and stop sending the product. Theyve refused to comply. They repeatedly ask for my information insisting they cant find my account. If they cant find it then how are they sending me product and charging my card? I cant get them to stop!

  Business response

  12/18/2023

  Hello ******,

  Thank you for reaching out for support with this. 

  Your customer experience is our priority and I apologize for the confusion during checkout. It looks like you purchased our auto-renew product in error. 
  
  I see that Den was able to support you with the subscription cancellation and refunds on Dec 5. 

  We are sad to see you go, but we are truly grateful that you chose Earth Breeze to make a difference. During your time with us, you have donated laundry detergent to Homeless Shelters, contributed to regeneration projects, and helped reduce single-use plastics.
  
  If you decide to try Earth Breeze again in the future, we would be delighted to welcome you back!

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am getting an email asking for an updated credit debit card. I distinctly thought I checked one time only. I was trying out the product not wanting a continuous billing and delivery. I don't want the product continued.

  Business response

  11/22/2023

  Hello ****,

  Your customer experience is our priority, and I am sorry that this was confusing for you.

  When you went through the checkout process I see that you chose the auto-renew option for our Laundry Detergent Eco Sheets in error. I can confirm that your subscription was canceled by our email team on Nov 21. 

  We hope to see you back in the future for a more positive experience!

  Thank you.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9/30/2023 I made an online order of packages of laundry detergent sheets to try from Earth Breeze. I noticed when I made my order that there was a troublesome and very persistent popup that wanted me to subscribe to save the planet and such, but I only wanted to try it first, so I declined. Then I received more packages and was charged again on 10/30/2023.I called yesterday, 11/13/2023, left a voicemail and then received the text that I uploaded as an attachment. It said that they were not able to help me because my phone number was not tied to an account or email. So, I went searching for any emails.I received an email about having a subscription on 11/12/2023 (that was 2 days ago), but there is no account number mentioned anywhere in the email.I believe this company should be looked into for dishonest business practices.

  Business response

  11/22/2023

  Hello *****,

  I am so sorry to hear about your frustrating experience with Earth Breeze. It is our priority to provide a positive, seamless checkout experience for our customers, and I can see that didn't happen for you. 

  When you purchased from our website, the auto-renew product was added to your cart in error. I can confirm that your subscription was canceled on Nov 14 by our support team, and that your refund was processed the same day. 

  We are grateful that you took the time to reach out and share your frustrations, as your feedback is valued by us and will be used to improve our systems in the future. 

  Thank you,

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is very hard to try and cancel this subscription. I can no longer afford the subscription, and have looked at my account online and still cannot figure it out. Why do I have to send a certified letter just to cancel, that to me doesn't sound good at all!! So cancel my subscription please, and in the future in my opinion you should change the way that is stated to cancel.

  Business response

  11/07/2023

  Hello *******,

  Thank you for reaching out for support with this. Your customer experience is our priority, and I'm sorry this was frustrating for you. 
  
  I have canceled your subscription and processed a refund. You won't be receiving auto-renew orders from this account in the future. We try to ensure a very simple process for cancelling a subscription, and offer immediate cancellation when you send us an email, as well as a self-management account where you can cancel immediately online. If you could share with me where you saw the information asking you to send a certified letter or where the wording is confusing, we can make sure that is corrected immediately. 

  We would love to see you back in the future *******, and do offer an option to purchase a single pack without a subscription if that's of interest to you.

*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. ↩