ComplaintsforTheySource.com

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pound of sea **** from TheySource a.k.a. Burly Hands at $25.99 per pound. It took an unusual amount of time to receive the product and when I tried to contact the company, I got no response.I filed a complaint through PayPal, asking for a refund, instead, I got a call and email from the company, letting me know they shipped the sea ****.After receiving the product, I allowed the PayPal case to close and upon inspection of the sea ****, I noticed that the packaging was very wrinkled and looked old, the label had been ripped off, which probably included the expiration date and the sea **** was hard like plastic!!!I called the company and insisted that I get a refund but all I got was an email offering me $5 off a future purchase!!!***, the person I spoke to on the phone, originally offered me a refund if I shipped the product back to them, but after speaking with his "superiors," their offer was an unacceptable $5 off another purchase!I will never order anything else from the company and would like to have my money back because the product is not consumable.I have supporting emails, text messages and pictures that are available upon request. No formal letter was sent to the company.

  Business response

  12/01/2021

  Dear BBB,

  We understand that a prior customer of ours contacted the ******************** requesting assistance in resolving a matter she had with our company. Her complaint is that we would not provide a refund for her for a product she chose to keep almost two months before attempting to contact us nor chose to return the item back to us for a full refund.

  On November 13, 2021 ********************* contacted our company looking for a refund on a product she ordered. Our company looked up the order to provide her a refund because we have a 7 day money back guarantee from the time of delivery. ********************* order was delivered on September 23, 2021. She called us regarding this matter on November 13, 2021. This is almost two months after delivery therefore  here case was submitted for a review.

  ********************* noted that she had already made slanderous comments and defamed our product and our company on her social media. These comments were not true. We provide nothing but great products and services. We do not sell old products. That is why we offered ********************* to return the item and we would pay for shipping, she refused stating that she would use it to make beauty products. She was unprofessional and used foul language all this information was noted and based on a review of all the information, review of recorded phone calls and messages our company was unable to provide a full refund for *********************

  We attempted to do all we could to resolve this matter. ********************* just wanted to keep our product and get a refund. At the same time threating to provide actions against our company which is frivolous. We do apologize for not being able to provide a refund because we try to please every customer this is why we do not have complaints but this one complaint. Our company is not in the business of providing free products.

  ********************* states that she had an open case with PayPal for a refund due to late delivery on our product. This proves our point  that she was pleased with the product upon delivery.  Her being pleased is the reason that she canceled her request with PayPal. If she was not pleased with the item she would have kept her complaint open and received a refund through PayPal at that time. Based on all this information her request was denied. We do have recorded calls, messages and other information that proves our response here.

  Customer response

  12/01/2021

  Complaint: 16187948
  
  I am rejecting this response because:
  I dispute the fact that I refused the refund. I have photos and videos of the product. U never once declined a refund of the product.  I asked *** ti send me a prepaid return label and he said he had to discuss it with his superiors. We dud discuss several things that could be done with the product and he asked me to use it and blend it to see the gel texture, which I did. I called him back to let him know that the product was horrible and unacceptable for consumption. He offered me a $5 discount on my next purchase which I declined.  He continued to frustrate me with praise for his company and products as I told him that what I received from them was substandard.The PayPal case was closed because the product had already been shipped.

  I explained to *** that companies make mistakes and because I was shipped a substandard product that I can do nothing with, I can return the product for a full refund. He refuses to accept the fact that his company has made an error. Because of that, I would appreciate a full refund and they can have their product back. 

  Regards,
  
  *****************************

  Business response

  12/01/2021

  We do apologize  but we have stated our claim to the response in our initial response. ********************* was attempt to reach out to us was beyond our acceptable policy time frame. Our website has a disclaimer that shows that a customer has seven days to receive a 100% back money guarantee. ********************* has stated that she has already used the product therefore it is not understandable to us how she will send our product back.

  Also base on this frivolous claim and the defaming of our products and our company we have chosen not to have any more communication with *********************. She was unprofessional based on the recorded conversations and messages that we have. She has stated to the fact that she has already sent this defamatory to her social media group. If we find evidence of this to be true we will be filing a claim for defamation.

  We try to find every reason to provide great products and services to our customers. It not understandable how a customer can keep a product for almost two months and expect a full refund without returning the product. Therefore our company will not be providing a refund nor will we be selling any other products or services to *********************. She has been place on our Legal DNS List. We wish her the best in the future but our company has chosen to pass on her request for the stated information hereto.

  Customer response

  12/02/2021

  Complaint: 16187948
  
  I am rejecting this response because:
  Dealing with *** at TheySource aka Burly Hands, has been a very frustrating experience. He is not an honest businessman and as a business owner myself, my train of thought is that any reputable business would be willing to rectify an error made by the company, in order to satisfy their customers. ***, in his very calm and condescending voice, would refer to the company's good standing instead of addressing the issue at hand. It was very frustrating. As a customer, I have every right to post reviews of companies I do business with,  good or bad.

  Please see the attachments that will prove the "timeline" of each transaction between *** and myself. I have always asked for a refund from our very first communication, even before I received the product because of the length of time it took to receive it.

  After unsuccessful attempts and unreturned phone calls and text messages, I only got a response after opening a case with PayPal. 

  *** called to let me know the product had been shipped. I asked what was taking so long, his response was that they were doing inventory in the warehouse. 

  In reference to using the product, I had several phone communications with ***. He suggested I blend the product to see how wonderfully it gelled up. I followed his instructions. Keep in mind that the packaging was wrinkled and old looking, the label had been ripped off the package and the sea **** consistency was hard like plastic!

  I noticed that after soaking the sea **** it swelled up unusually fast  and large. The consistency was mushy and soft. After blending and creating the gel, which I use and sell for consumption, I noticed a horrible, dirt and metallic like taste. I shared this with *** by phone and he continued to "praise" the product. I asked him to send me a prepaid postage label so I could return the product because it was substandard to what I'm used to. He said he would have to consult with his superiors first. During our discussion, I mentioned that I make skincare products, body lotion and shower gel with sea ****, as well. I am still waiting to send the remaining product back to him for his inspection. 

  Not having anymore communication with ***, TheySource or Burly Hands is acceptable after a refund for the substandard product. A $5 or any discount from them is unacceptable, as I will never order from the company again. 

  My desire for this company is that they be reputable, honest and fair when dealing with customers. No one is perfect and everyone makes mistakes, as is evident here with *** and TheySource aka Burly Hands. 

  Please see the attached files.

  Regards,
  
  *****************************

  Customer response

  12/08/2021

  Complaint: 16187948
  
  I am rejecting this response because: Dealing with *** at TheySource aka Burly Hands, has been a very frustrating experience. He is not an honest businessman and as a business owner myself, my train of thought is that any reputable business would be willing to rectify an error made by the company, in order to satisfy their customers. ***, in his very calm and condescending voice, would refer to the company's good standing instead of addressing the issue at hand. It was very frustrating. As a customer, I have every right to post reviews of companies I do business with,  good or bad.
  
  Please see the attachments that will prove the "timeline" of each transaction between *** and myself. I have always asked for a refund from our very first communication, even before I received the product because of the length of time it took to receive it.
  
  After unsuccessful attempts and unreturned phone calls and text messages, I only got a response after opening a case with PayPal. 
  
  *** called to let me know the product had been shipped. I asked what was taking so long, his response was that they were doing inventory in the warehouse. 
  
  In reference to using the product, I had several phone communications with ***. He suggested I blend the product to see how wonderfully it gelled up. I followed his instructions. Keep in mind that the packaging was wrinkled and old looking, the label had been ripped off the package and the sea **** consistency was hard like plastic!
  
  I noticed that after soaking the sea **** it swelled up unusually fast  and large. The consistency was mushy and soft. After blending and creating the gel, which I use and sell for consumption, I noticed a horrible, dirt and metallic like taste. I shared this with *** by phone and he continued to "praise" the product. I asked him to send me a prepaid postage label so I could return the product because it was substandard to what I'm used to. He said he would have to consult with his superiors first. During our discussion, I mentioned that I make skincare products, body lotion and shower gel with sea ****, as well. I am still waiting to send the remaining product back to him for his inspection. 
  
  Not having anymore communication with ***, TheySource or Burly Hands is acceptable after a refund for the substandard product. A $5 or any discount from them is unacceptable, as I will never order from the company again. 
  
  My desire for this company is that they be reputable, honest and fair when dealing with customers. No one is perfect and everyone makes mistakes, as is evident here with *** and TheySource aka Burly Hands. 
  
  Please see the attached files.
  
  Regards,
  
  *****************************
  
  Regards,
  
  *****************************

  Business response

  12/08/2021

  Our company has made a decision based on the facts. This customers did not contact us in the time we permit for refunds with is seven days after the customer receives the item. When they reached out to us it was over forty five days. If they are in fact a true business owner registered within their state they realize that every business has rules that must be followed. She as a customer could not get a refund from ******* if she decided not to send back the product. Even if she had the product she would not be given a refund forty five days after purchase. It seems to us that this customer is an experienced customer in returning items to businesses. This type of behavior is fraud and should be investigated as such.

  Customer response

  12/10/2021

  Complaint: 16187948
  
  I am rejecting this response because:

  the facts speak for themselves. I requested a refund before the product was shipped because of the time limit. *** at TheySource called me to inform me that the product was shipped in the middle of the PayPal case. I allowed it to close after communicating with ***. *** continues to defame my character without addressing the issue with the substandard product that was shipped, this is uncharacteristic of a knowledgeable businessperson. Video and documents have been sent and I continue to stand on the fact that I insist on a refund. I have ordered sea **** from several companies and will continue to do so, but the evidence shows the substandard product TheySource mailed to me, evidently, in haste to delay the Paypal complaint. I will not continue to go back and forth with this matter and it has really gotten down to the "principal" of the issue and the fact that the business refuses to address the REAL issue. If BBB cannot settle this issue with a refund from the vendor I will pursue this in small claims court.

  Please see the attached image that show the difference in quality sea **** and what *** at TheySource shipped to me. Video from my Blackberry are not acceptable on this site but have been forwarded and emailed to the BBB in another form.
  
  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. ↩