Complaints

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.

• Initial Complaint

  Date:09/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Order SO29262 was placed on August 12, 2024 and still has no status information, but the company has my money. All of the items showed as in stock on the website and the sites says all items will ship in 1-2 business days. My emails for the order status has not been responded to and Im requesting an immediate shipment or a full refund.

  Business Response

  Date: 09/27/2024

  I am truly sorry for missing the emails and reminders. As you can see from my response history, I normally am quite responsive. 

  I am also sorry about ****** ******** issues with receipt of the order. On August 12th it appears we did refund her for part of her order ($24.91) and on September 13th we did ship the other item on her order ($62.59). I do see that from your history on this complaint that we appear to have shipped the final product after she had placed the complaint with the BBB and I am sorry for that. We will go ahead and refund her for the item we shipped, but I do want to also state that ******** confirmation email she received when placing the order showed that we received it and will be fulfilling it; there is no mention of timeline. Also, we don't mention timeline at all due to our pretty large backorder situation that we have been working really hard to get out of. Another issue I wish to point out is that we do show our stock on our website and if it was out of stock it would have showed as such. In the attached picture you can see the sizes crossed out. But the site does allow people to order some items that are out of stock. But please do note, again, I do want to refund ****** due to our lack of response via email and also to the BBB. ****** can keep her product as an apology gift from us and I do hope she gives us another chance. Our timelines are improving, I am happy to report. 

  Respectfully, 

  ***** *******
  COO

  Customer Answer

  Date: 09/27/2024

   
  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,
  
  ****** R. ******

• Initial Complaint

  Date:06/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In November, 2023 an order received was incomplete. I did not receive two bottles of jojoba oil. I contacted Essential Labs, they admitted they were out of stock. I never received a refund for the product that wasn't delivered. I called again and now they say it's been too long. So, they didn't inform about a product or of stock, didn't refund for that product, and now it's too late and I "gifted" them $70. Second issue is from April, 2024. I placed an order mid-April. It's June 2 and I haven't received it not have I gotten an update, despite emails. I called and they said it's not ready, giving no other information. When is this order going to be "too late" to refund?

  Business Response

  Date: 06/02/2024

  This is a strange situation and I have not heard of this. The jojoba oil should absolutely be refunded and I will personally look into this. I am not sure who would have said that to anyone so I will deep dive into that too. Please feel free to text me directly at ************. 
  I will also look into the April order. We can refund on everything; that isnt a problem and Im sorry you were informed otherwise. -*************************

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My company has been a long time customer of Essential Labs. Through all the *** and downs we all face we have gracefully stayed with Essential Labs. Unfortunately, as I'm sure you are aware there were a lot of supply issues in 2023 now apparently holding strong into 2024 with Essential Labs. Last year we waited a total of 6 months to receive your linen and body spray base. We were told countless reasons as to why the product didn't ship and when it would be dispatched. We eventually got our product despite it hurting our sales for the 6 months. We figured this was a major fluke and hearing the announcement of ****** return we had high hopes. I can not begin to tell you how disappointing it is to see that these supply issues are still lingering. After receiving our product less than three months ago we need to resupply. We noticed they now have inventory on their website and the product was OOS. I called and was told it would be at least a 4-12 week wait time and quote "it won't be anytime soon". How is this an honest business practice especially as a supplier who is selling crucial ingredients and bases to other businesses? As a long time customer I hope they can hold true to their mission and help figure this issue out. We will now go another several months without a major product category and again loose sales. To that end, please do not let this fall on deaf ears. We really were big advocates of their company despite when others decided to longer use them. We hope our business is just as important to them.

  Business Response

  Date: 05/30/2024

  I am in agreement with *******. I too had hoped I could fix the problem within 3 months, but it looks like it'll be longer. We are working hard to correct the problems of the past. As far as your new order wishes go, nothing is taking that long anymore, so please feel free to text me at ************. My phone calls and emails are pretty overwhelming as these issues are a concern to everyone, but I try to help where I can whilst also making sure we all get on top of the fixing. 

• Initial Complaint

  Date:05/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The company continues to take orders and gives us the runaround on when they will ship. One minute they say they don't have the ingredients then they say the ingredients are in and they will ship. I just called and now the ingredients are no longer in and they have no eta on when they will ship my product. They have $430 of my money from an order placed in March and still no date to ship. I feel they are deceptive in their business practices and other consumers need to know before they purchase from them. I have purchased several times from them before and it takes a ridiculous time to get an order shipped.

  Business Response

  Date: 05/30/2024

  Hi *******, I am so sorry that you have been put into this situation, it breaks my heart. The new CEO and myself are working hard to fix the mistakes of the last 3 years and I'll look into this and get back to you via phone. Please feel free to text me at ************ for anything. I returned 3 months ago and hoped to have turned the company around in 3 months, but it's taking longer. I would love to help you and everyone. Thanks and truly feel your pain. 

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21710783
  
  I am rejecting this response because: after 4 months of holding my money I still do not have my product from your company. You continue to take people's money and orders on your website and not produce their orders. You run sales to try to take people's money. This is deceptive business practices. My next step will be to your state's attorney.  A fraudulent company should not get to continue to steal hard earned money from it's customers. I've called numerous times and just get the run around. None of this is acceptable. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/25/2024

  I am incredibly sorry that ******* was not happy with my response. I came in to help fix the company that was put into a bad situation over the past 2 years and while we have done a good job moving the company forward and following through on orders that customers have placed, it truly has taken long than I would have thought. We are buy no means scammers or a bad company, having had a great reputation for 20 years until the past 2+ years. I truly am sorry for such a negative experience for ******* and any other customers caught up in the past 2+ years and promise that since February 2024 we have done nothing but work to improve all aspects of the business and repair all those relationships. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21710783
  
  I am rejecting this response because other consumers should know and not be swindled by this company. I have also reported them to the attorney general and have posted reviews indicating that others should do so as well. We also have informed ****** that they are running fraudulent business practices and their ads should not be running to steal more money from customers. It's wrong and the public should know. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/22/2024

  sorry for the delay. I was never able to respond to this last one as I wasn't given the option. Thanks for fixing that. 

  I think I know where the issue lies. The order attached to this response is not on her account but a different one and this *************** guy has only this order on his account. They have the exact same shipping address so this must be hers! This order was cancelled when the other order was cancelled and it too was refunded. Is this what ******* is referring to?  All orders that have been placed by *******, or ones to her address that are not technically her account and I don't feel right sharing it, have either been fulfilled or cancelled AND refunded.  

• Initial Complaint

  Date:04/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I ordered the bath and body oil from essential labs on 3/27. It's now 4/17 and it has not shipped. I have spent the past 2 weeks emailing with customer service who gives me no concrete information other than 'it's backordered because of an ingredient'. I have been incredibly patient but after 3 weeks this is simply not an acceptable answer or a professional way to handle business. I have products that I will have to remove from my sales channels because of this. I understand supply chain can be a nightmare and when we get things from outside vendors we rely on those relationships as I am with Essential Labs but somewhere in there there needs to be some sort of accountability and desire to ease the customers mind. Instead I get a "it does say lead time is longer than normal" (it does but what exactly does that mean) or "if you go into product details it says it's backordered" (it does not), or "when you ordered it said it was backordered" (it did not). Even today, I go on their site and outside of the generic "lead times are longer than normal" it still allows me to purchase this product and nowhere does it say it's backordered. I have screen grabs of every page. I am waiting for a supervisor to call me back but surely they must be able to get a definitive window from their vendor as opposed to leaving their customers wallowing in the unknown. A simple, "hey, thanks for your business. we are sorry the product is backordered. We have talked with our vendor and here is the window of time..." would be the right thing to do. Instead, I've paid hundreds of dollars (thousands from past orders) and I get the run around and zero apology or accountability from anyone at that company. They're not even offering partial discounts either, nothing but attitude for their poorly managed business. Why should this be the customers problem? Fix it. I just want the product I ordered and paid for and no attitude.

  Business Response

  Date: 04/28/2024

  I am truly sorry about the lack of good communication internally and then to our customer. Our lead times are 4-8 weeks if we don't have an item in stock due to ingredient purchasing and making more than one quantity at a time. However, I personally will ensure this gets made and shipped out this week of April 29th. Please do note my attachment showing where the "in stock" quantities are shown on our website. It is under Product Details, and yes we do allow for purchasing when out of stock. I will work with the team to ensure communications improve. Thank you for your kindness and understanding and know we will ship it this week coming. 

  Sincerely, 

  *************************
  Chief Operations Officer

• Initial Complaint

  Date:02/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The ongoing delay on obtaining order ***** has now gone beyond aggravation. Our company is now losing sales, revenue and customer approval by the continued delays for an order that is now several weeks overdue. Yet another ship date has come and gone with an additional two-week extension. Currently, we are trying to retain our customers with updated back-order information, but these attempts are starting to result in refunds having to be issued. On top of these lost sales (and potential loss of returning customers) we have an upcoming restock on February 14th. We obviously had anticipated sales order ***** that should have arrived at the end of December, should have been fully processed and in our warehouse prior to this date.Unfortunately, the trust we had in Essential Labs has deteriorated too non-existent. Can your production manager improve and guarantee this order to ship sooner?I reiterate Essential Wholesale has been sitting on our funds since December 7th, and has provided little to help me maintain my own business operations. This is not professional or ethical business practices.

  Business Response

  Date: 03/08/2024

  We are so incredibly sorry for the insane delay in delivery of the order. All product did ship out and I have provided dates of shipment and tracking numbers below. Our company was not being run efficiently and Essential Labs has brought an employee back who had left end of 2020/beginning of 2021 in hopes to correct the steering of the ship. This employee successfully had run the company for 17 years along with her team, so we have high hopes in the corrective action. The fact that the first shipment took 6 weeks and the final product was sent 10 weeks after order is not something our company is proud of, even if some of the issues were outside of our control with ingredients. We truly are sorry and will be reaching out to ********* directly. 

  1ZT29T260375331785 = 2/20/2024 = 1 pail
  1ZT29T260373371594 = 2/20/2024 = 1 pail
  1ZT29T260375846603 = 2/20/2024 = 1 pail
  1ZT29T260375340819 = 2/20/2024 = 1 pail
  1ZT29T260375718224 = 2/20/2024 = 1 pail
  1ZT29T260373295024 = 1/24/2024 = 1 pail
  1ZT29T260375755630 = 1/24/2024 = 1 pail
  1ZT29T260374587449 = 1/24/2024 = 1 pail
  1ZT29T260374494450 = 1/24/2024 = 1 pail
  1ZT29T260375860669 = 1/24/2024 = 1 pail
  Pallet ********* = 2/20/2024 = 12 pails 
  
  

• Initial Complaint

  Date:12/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  order number SO17377 december 12th 2023 i purchased 7lbs of unscented body powder, after i purchased a tester 1lb batch as they suggest before making larger purchases. The tester batch was great and had no smell other than that you would expect from the ingredients they used to make the product. When i received the 7lb jar there was a very distinct smell in the batch it smelled like some sort of essential oil had been added. I called the company told them that the batch i received has a smell that is not like the first one i received which was unscented. I explained that as i am going to scent the product on my own i need it unscented. They refused to resolve the issue,they just tried to convince me i was wrong and that is what the product smells like and that its from the ingredients. Mind you i have all the ingredients at home myself as i use them seperatley in different formulations and i as previously stated i ordered a test batch fron them and it was unscented. I even asked my mom to do a blind sniff test to be sure and she picked out the scented powder immediatley. I called them again and this time the agent stated she smelled the poweder from my same batch and it smells good she cant wait to order it for herself! i was mortified! these people continyed to basically tell me i was wrong and refused to help. Whats the point of ordering testers if the priducts will be different each batch? how can something be unscented one batch then have a scent thats not.fro. tge products and they expect me to e om with 7lbs of it? i even told them i would gladly exchange, send back what i had for a new batch i got no help. At this point just a refund will do.

  Business Response

  Date: 02/14/2024

  Our customer service team informed the customer that natural ingredients vary in both inherent odor and color. organoleptic profiles for natural ingredients greatly vary. We did our internal quality testing and the retention sample from the lot came back within spec. We will be providing this customer with a one-time courtesy refund in good faith. 

• Initial Complaint

  Date:04/24/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Order wb797490 arrived containing one oil- olive oil which was completely spilled out and empty. I never received the other three items I ordered. I have tried to reach the company at every phone number listed as well as live chat option. I have had no success. I am not happy with how my order was handled.

  Business Response

  Date: 05/15/2023

  Our customer success team reached our to the customer and provided the customer with a replacement. Our team followed up with the customer to be sure she received the replacement in good condition. 

  Customer Answer

  Date: 05/15/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I placed an order on 11/29/22 and phoned Essential regarding the expiration of products. I was told they did not have the information on hand but would contact me Before sending out. I took this initiative because I ordered from them once before over a year ago and received a product rancid. I followed up twice to find out status of order and for update. I was told multiple items were on back order and did not know when product would be shipped. But I was told items would Not be shipped until approval was made. An email was sent 12/27 of information requested but stated would send out next day even if I did not respond. Due to weather, I did not have access internet and did not see until following day. I contacted to refuse due to multiple items expire in 3-6 months. This is a very short life for oils purchased. Since then, I received product on 12/30 with the documents of information, that was asked of before shipping were dated 12/21. A notification should have been sent on the 12/21 vs 27th and should Not been sent until as it was agreed upon when order was placed. I basically received there left over inventory about to go bad. All requests were denied. Shame on me for giving this company another try. Not a good company to do business with, Ever!

  Business Response

  Date: 02/23/2023

  Hello, We have reached out to the customer and are working towards a resolution. Thank you, Kelliana

  
  

  Customer Answer

  Date: 03/09/2023

  BBB in regards to complaint #********.

   

   

  Hi, 

   

  No one from Essential Wholesale company has ever contacted me. No emails or phone calls/vm ever received. No replacement or refund.  

   

  I appreciate your follow up on this matter. 

   

  Thank you!

   

   

   

  ***********************************

  ************* 

  Business Response

  Date: 04/18/2023

  Thank you for your feedback, as we appreciate transparency from our customers and like to learn how we can do better when our customers' needs were not met. Our customer success team was in communication with you on 12/14 regarding your documentation request, we include documents about expiration dates with the product when it ships. We reached out several times to provide you with the requested information before shipment, and absolutely understand that weather impeded your response. After this complaint was filed, our Customer Success Supervisor attempted to reach out to you via email and phone to gather more information, and to reach a resolution, we were not able to get in touch and did not receive a response. We would like to offer you a full refund for your products, and a chance to speak with you about how we can earn back your trust. We appreciate your feedback and have implemented new procedures and updates to our production floor, documentation wait time, and overall customer service and we'd love the chance to tell you about it. Please call us at ************** or email us at ******************* so we can assist you.

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I placed an order for 3 oils (honeysuckle, mango and pear - $39.56) and paid ***** in shipping. What I got in return was bottles of alcohol and strong chemicals instead (which made my eyes water and burn my face). They tried to tell me it was my nose that was the problem. They said they analyzed samples from the batches of oil sent to me and didn't find an issue. So they are basicly calling me a liar.I still have these products wrapped up tightly in a box (as proof). I HAD to wrap them up because they contminated the whole house.I want a full refund (including shipping).

  Business Response

  Date: 10/12/2022

  Good Day,
  
  I apologize for the delay in responding to this notice.  Our records show that a full refund to include shipping was completed on 09/14/22 satisfying the customer request.  If there is anything further I can assist with please let me know.
  
  Thank you!
  

  
  

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18017153
  
  I am rejecting this response because:

  My initial request was a full refund (including shipping) which the company granted. But I have ongoing issues with my eyes from the fumes of whatever is in those bottles. I've been seing an ophthalmologist. 

  
  
  Sincerely,
  
  Terrace ********