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:11/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted Norwex customer service via text on Monday to inquire about the high rate they were charging for tax on my orders. I was told at that time that it was because they were calculating prior to any discounts. I proceeded to tell the associate that tax should be calculated on subtotal after discounts and the associate did correct himself however advised he would have to check on error and I would hear back within 3 days from accounting as to what was causing the high tax on purchases. I didnt hear back from them so today Friday I contacted customer service again was told again that they charge tax on items prior to discounts. I do believe this is against *************** Statute. They again advised that I would have to wait for a call back. Their receipts indicate the subtotal, then the discounts, and then the taxed amount. There is a total of 3 orders that I have in question.

  Customer Answer

  Date: 11/19/2024

  I received a call this evening from Norwex. They again advised that I am being charged tax prior to discounts and that I am being charged at 9.48%.  I located today a tax lookup via zip code which indicates the property tax amount as ******% but even at the higher amount tax is being charged prior to discounts. Their receipts are indicating that they are adding the tax afterwards but it does not compute correctly.  The individual who contacted from the company this evening could only advise that it was an issue with accounting and that I should e-mail an individual within my district.  Frustrating. 

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Problem with a person from your company ***********************. Person very unprofessional. **** respond and fails to reply when contacted through her ******************* Norwex email and norwex contact info. Attached screenshot of emails. Im going to file a report on the ftc and take legal action if you dont terminate her from her company! Needs some help from customer service. Thank you,

• Initial Complaint

  Date:04/26/2024

  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.

  On 2/16/24 I reported a fraud charge to norwex and i provided the proof and I asked for the name of the person who used my credit card and where it was shipped so i could press criminal charges and I was ignored by the company

  Business Response

  Date: 04/30/2024

  Dear ******************

  Thank you for reaching out to us via the BBB.  Very sorry that you have had to deal with a situation like this.  As much as we would like to cooperate directly with you, we are prohibited from sharing the specific details you requested.  We will absolutely cooperate directly with the police regarding these details.  They will need to contact us directly with all the relevant details such as the date of the transaction etc. and we will provide them with all the relevant details.  Please have them contact the ********************* directly.

  Regards

  Norwex Compliance

   

• Initial Complaint

  Date:02/15/2024

  Type:Billing 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.

  On January 15th I placed an online order with Norwex for $81.62. Order #******** I received this order with no problem. Then today at 7:00 am I notice a charge from Norwex posted to my bank for $73.49 order #******** as well as email confirming that on this date February 15 the order is placed and will be shipped out. I try to call Norwex however they do not open until 8:00am so at 8:02 I call and they tell me that this happens a lot that I pushed auto save and this product will be an ongoing order for every month?! I asked for this to be cancelled and money back in my account and my card off their records. I was told that once the order is placed it has to be cancelled within 60 minutes? Seriously when closed how is this possible. I talked with a ******** on a recorded line and was told this happens frequently. I must now wait to receive product then return it and then request money back, What A Scam! Can you please look into this.

  Business Response

  Date: 03/15/2024

  Dear ***************** please accept our apologies for your recent experience with Norwex, as well as the delay in responding to your complaint to the BBB.  We have refunded you for the autosave order and are organizing an additional refund for the shipping fees for this order. This is not the level of service or support that we strive to provide either our Customers or Consultants.  Again, our sincere apologies.  

  Respectfully,

  Norwex Compliance Team

• Initial Complaint

  Date:02/03/2024

  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.

  Consultant *********************** very rude and unprofessional. Wont reply if you contact her through the website! Take her off your website and terminate her. Very unkind to people.

  Business Response

  Date: 02/12/2024

  Dear ************,

  Thank you for taking the time to reach out to us via The BBB.  In order to address your concern we will need additional information from you.

  Can you please provide specifics of the issues you experienced with one of our Independent Consultants, dates and times of your interactions as well as any text messages etc. will assist us in investigating this matter.

  Regards,

  Norwex Compliance

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair 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.

  On 1/23/2024 around 10:55 am CST *** I was on line shopping and saw this site.I shopped from the website.I was allowed to put items in the shopping cart & purchase the items to clean my home.I entered my credit card, the purchase was accepted.The website then wanted me to start an account.I did not.I noticed below the drop downs to accept an account there were 2 pre-checked marks.One stating willing to get emails from them & a second one that was preselected stated a person agreed to the terms of the website.I removed both marks & did not agree to either stipulation.I did not open an account.Hours later on 1/123/2024 I no longer wanted this product.I called their customer phone line to cancel the order.I was told by their customer service they were not able to cancel after 60minutes.I asked to speak to a supervisor.He said they were busy.I emailed later that night to an email written on their website.It bounced.Looked further for a second email that worked.For 2 days multiple times each day I wrote to cancel the order. A person replied both days.The morning of 1/25/2024 a consultant from their company sent me a copy of my order &no email or contact information for her.I sent an email back to the company telling them to cancel the order. Hours later on 1/25 They wrote me again to tell me that they were able to reroute the package and would process a refund.They wrote it would take 5-7 business days.I thought it was over.Today 2/2/2024 (6th business day of the refund they emailed to state the order could not be cancelled.I emailed back withtheir caseID number plus copy of the email they had sent about the cancel and refund.No where on this website does it preclude anyone from buying in their shopping cart.The site does not seem clear and they email me it was canceled and sending a refund & the product stopped.They email after 8 calendar days while I was waiting on the refund. I have never clicked on their consultant link. I don't want their products!

  Customer Answer

  Date: 02/05/2024

  Hello BBB, I received 2 emails from Norwex in the past hour from 2 separate representatives that state the 'issue is resolved."  Neither email/representative tells me what the resolution is. I would feel better that the resolution is stated by the company.   Also, I want to make sure that in no way does this company have me signed up for anything, not as a consultant, no auto ship, no auto-subscription, no use of their things that they provide their consultants (website, office things) nothing... as I did not sign up to be a consultant.  I want that order to be cancelled, not shipped, and refunded and clarification of what company says the resolution is.  I have absolutely zero interest in being a consultant, that is why I did not sign up to be one.  Also, I want to make 100 percent sure that there are absolutely no further problems of any kind with this resolution -- not now or in the future. Thank you so much for your time. 

  Customer Answer

  Date: 02/06/2024

  Hello BBB, I sent my BBB complaint in on Feb 2, and the late evening of Feb 2 (11:44 p.m. CST) I had written this to the company.  I forgot to include this yesterday about the communications since making the original BBB complaint and I want to make sure you have all the communications.  Hopefully this will be resolved soon.  Thank you.

  Customer Answer

  Date: 02/06/2024

  Hello, BBB.  I am attaching the latest email from Norwex customer service stating it appears this issue has already been resolved.  This is the third time in the past 2 days that Norwex has written this, from 3 different customer service representatives.  There still is no refund or explanation of what resolved means. Thank you.

  Business Response

  Date: 02/13/2024

  Dear ***************,

  Per your email to the BBB we have refunded your credit card for the order placed and taken steps to ensure that nothing is delivered to your home. Please accept our apologies for all the challenges you experienced in placing and then cancelling an order with us. 

  If you should need anything additional related to this, please let us know. 

  Respectfully,

  Norwex Compliance

   

  Customer Answer

  Date: 02/13/2024

  I have reviewed the business response and accept this resolution. 

  Business Response

  Date: 02/13/2024

  We processed a refund for your order on February 12th per my instructions to Customer Support.  They also arranged for the package to be rerouted back to our warehouse via the shipping company.  

  Regards,

  ************************* - Norwex Compliance

• Initial Complaint

  Date:12/26/2023

  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.

  ***************************** Sales Consultant is very rude over the phone. Dont buy their products! Bad products and poor customer service. Not friendly and bad business services. Would not buy their products again. Sales consultant will try and scam you.

  Business Response

  Date: 01/09/2024

  We are very sorry to hear that a recent interaction with one of our Independent Consultants did not meet your expectations.  Can you provide us with specifics regarding your interaction(s) with this individual so that we may address this appropriatly?

  Thank you and regards,

  Compliance Team

• Initial Complaint

  Date:09/26/2023

  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.

  I have used Norwex products for a few years now. I've loved their products even though they're a bit pricey. However, I ordered a laundry bundle on June 26 that included laundry detergent. Because I still had some Norwex detergent left from a previous order, I didn't open that the new laundry detergent until September. That detergent looked discolored, very clumpy and looked really weird. I didnt trust using it. After trying to get an answer from the Norwex consultant since September 9, I was told today, September 22 that they would not replace it. I should add it to very hot water and try to use it as a different cleaner. That was not the reason I bought it! I no longer trust the products or the company.

  Business Response

  Date: 10/11/2023

  Dear ******************,

  Apologies for the delay in responding to your complaint with the BBB and for your recent support experience.  After review of your email and the situation we have processed a refund for the product in question.  

  If you should need anything additional regarding this matter, please let us know.  

  Regards,

  Norwex Compliance

• Initial Complaint

  Date:06/22/2023

  Type:Product 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.

  I signed up for Norwex to get a few products here and there. I asked the person I signed up with if there was any catch as far as hidden fees and was told no. Apparently, six months after giving me free access to Office Suite, which I never used, they start charging $9.99 a month for it. No reminder, nothing. Even if I had been told about the charge, who would remember after 6 months? They would only refund two months although they charged me for four months. I can only imagine that they get a lot of money this way. My account has said inactive for months, yet they are charging this fee anyway. And I get SO MANY emails and texts from them but not one about this fee starting to come out. They said they dont send an email about that. Thats convenient. The one email that would have been relevant to me, and they dont send it. Nice way for them to make some extra cash.

  Business Response

  Date: 06/27/2023

  Dear ******************,

  My apologies for any issues or confusion that you have experienced regarding fees for Office Suite.  I see that you did contact our *************** team and that they refunded you 2 of the 4 months of fees that you were charged.  As a gesture of goodwill I've also refunded you the remaining two months of fees, back to the original form of payment.  Please note that it can take between 7 to 14 days for these credits to show up on your statement. 

  If you should have any additional questions regarding this matter please let us know.

  With kind regards,

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

  Customer Answer

  Date: 06/27/2023

  I have reviewed the business response and accept this resolution. Thank you.

• Initial Complaint

  Date:01/20/2023

  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.

  Norwex had my listings pulled from ebay today claiming they were counterfeit. These are not counterfeit items, they are all items that I paid for and am just trying to get rid of. I am an Inactive/Dormant consultant. I haven't made a purchase from Norwex in almost a year. (X-X-XX) These are all items I originally purchased from Norwex to give out as prizes during Facebook parties and that never panned out. Fast forward a year and I have a box full of Norwex stuff I wanted to get rid of. Under the First Sale Doctrine, I listed them on ebay to try and recoup my money and my listings were pulled as counterfeit.

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 8, 2023/02/21) */ Apologies for the length of time this matter has taken. We have had separate conversation with Ms. ****** about her complaint. Ms. ****** is an independent contractor that sells and markets Norwex products. Her relationship with us is commercial in nature And her activities with us is covered under contract. Her contract with us clears outlines that the sale of our products via eBay or Amazon, is not allowed. We have offered to purchase the remaining product she has in stock, but that offer was refused by Ms. ******. I've reviewed this situation With our General Counsel and he has suggested that this matter is a commercial, contractual issue, not a consumer issue. As such it is really Out of scope for the BBB and we request that this complaint be closed or rejected in a manner that does not have an effect on our BBB rating. We will attempt an additional outreach to Ms. ****** and again offer to repurchase her remaining products. However, we are not able to have Her eBay listing reinstated as she has indicated that if that were to occur, she will again breach the terms of her agreement with us and again attempt To see her product via eBay. This would void the consumer product warrantee, which is void if sold outside our channel. If you have any questions about this matter or need additional information, please let me know. Otherwise, please confirm next steps.