ComplaintsforThe Good and The Beautiful

• Initial Complaint

  08/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I placed an order for several books for our school year. My order was missing one of the math books. I have sent literally ten emails trying to get a resolution. I only got a response asking for a photo and I sent the photo and never got any more responses. This is supposed to be a ***************** and will not even send us our book or the money we paid for the book wr did not receive.

  Business response

  08/28/2024

  Hello ******, 

  Thank you for the opportunity to respond. 

   We received 3 emails (dated 8/19, 8/21, and 8/22) indicating you did not receive a Math 6 Course Book Part 1 ($28.99) when your order was received. Customer Support responded to the email sent on 8/19 on 8/22 with a request for photos. Photos were received on the afternoon of 8/22 and a replacement was internally initiated on 8/23. 

   The replacement was mailed on the morning of 8/27. (We are closed on the weekend.) Notification was sent the same day that our shipping team was working on sending a replacement.  

   Emails are normally responded to the same day they are received; however, this is our busiest time of year, so we apologize for any delays!

   The course book is on the way to you now. You should receive it soon. We hope you love everything!

   Sincerely, 

  Customer Support 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this business is attempting to pull 73.50 out of my banking account. I have never ordered anything from this company nor do I know anything about them currently the charge is pending. I just saw it and I will be talking to my bank in the morning, but as of now, I believe that this is a company that sending invoices to people who have not even ordered from them. I am an educator but I've never ordered anything from this company.

  Business response

  03/28/2024

  Hi ********,

  We are so sorry to hear that you may have had your card information may have been stolen then used on our website. We are glad to hear you have contacted your bank to report the possible theft of your card number. All orders on our website require the user to enter the card number at checkout and we do not invoice customers, enter card information, or accept payment through means other than by having it entered on our website. It does sound like someone stole your card and tried to use it. We are happy to help remedy this charge should it be completed! We were not able to locate any information given the details provided through this complaint and do not currently have a dispute that has been sent to us from any banks. We would love to help investigate this further and can always be reached through the support email found on our website. We look forward to hearing from you and helping you resolve this issue!

  Have a wonderful day,

  Ashley

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order books on August 4th 2023 from the Good and the Beautiful. I received only part of my order. When I reached out to the company they asked me to double check the box. I already did, I sent them pictures and the invoice in the box showing what was delivered. They keep asking me to make sure, as if I am somehow incompetent or lying to them. At that point, I requested a full refund of the missing items. they said if I returned the items that I received, I will only then get a refund for the missing items too. However, the catch is if any of those items get damaged in transit, even if it is UPS' fault, they will only refund me 40% of my money. This company is already acting in a way that shows their character is not in the best interest of their customer. I no longer have trust in the company that they will be honest about the condition of my books if I return them. I asked for a refund for the box that I never received. They refuse to do so. Buyer beware! A quick google search shows this is common for their character. Not "good" or "beautiful" in the least.

  Business response

  09/01/2023

  Thank you for the information. This customer appears to have received 1 of the 2 boxes shipped to their attention. Tracking information indicates both packages were delivered so the customer was asked if they received both boxes. They responded with a demand for a refund for their full order. The were given options to refund or replace the items that they claimed were not received and provided information about the return policy for the items they did receive.

  It appears that there was some confusion from the customer for the replacement items as their questions did not match the information provided to them. They were advised several times that Customer Support was happy to send a replacement package, but their most recent response is still asking about the details for the return policy. 

  The Good and the Beautiful is happy to replace products that did not arrive with a customer's order or arrived damaged for any reason. We encourage customers to read our return policy for all the specific details and email Customer Support for assistance with their order. 

  Customer response

  09/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is untrue. Only after filing this complaint do you aim to resolve. See attached emails. When I asked to refund the missing items you said the company would "refund the entire order once your items are received back at the warehouse if you would like to return them". The entire correspondence is here.
  
  Sincerely,
  
  ******* ******

  Business response

  09/05/2023

  The customer was offered a replacement package or a refund several times for items they claimed they did not receive.
  

  Part of the items they indicated were missing were part of a course set so the Customer Support Rep asked questions to clarify the items received in an email on 8/31. The customer responded on 9/1 with the information and a refund was issued the same day. 

  Unfortunately, the customer is focused on a poorly worded sentence that was intended to help, rather than the entire email chain that was seeking resolution. The customer stated on 9/1 that our response on 9/1 was "the resolution that was needed a few emails back" and added "thank you for now making this right and refunding the money" in the email correspondence.

  They have received a refund and expressed satisfaction with the results, so rejecting the response is not a fair result to the outcome they actually received. A copy of the email correspondence is attached for reference. 

  Customer response

  09/06/2023

  
  Better Business Bureau:
  
  The company refunded me what I was missing after filing a complaint with BBB. We can close the case now. Thank you.

   

  Sincerely,
  ******* 

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company refused to refund my money for a product I returned. The box was opened but the books were never touched. They gave a partial refund claiming I damaged the books. I never touched them. It's a scam. You can't return a product or they keep 40%!!!

  Business response

  03/31/2022

  We are happy to provide our return policy terms, conditions, and refund amounts. Our return policy and conditions can be found on our website at https://www.goodandbeautiful.com/support-faq/what-is-the-return-cancellation-policy/. Our return policy also states in bold text above the return address: "By returning items to the address below or canceling an order, you are agreeing to the terms, conditions, and refund amounts listed above."
  
  The terms, conditions, and refunds amounts in the return policy include the following details pertaining to this customer's return:
  
  -"Items must be returned in their original condition and still in the bags and shrink wrap they came in...Items that are shrink-wrapped or in bags and would need to be returned to us in the original packaging include but are not limited to all Science Units, Geography and Grammar ************************************* Booklets, Phonics Cards,  Flip Books, and Math box items."
  
  -"Should there be any damage to the items when you receive them, please contact us prior to sending a return so we may best assist."
  
  -"Do not use the original box or packing materials that the order came in, as boxes and packing materials are made for one-time use only and typically cannot survive a return trip in good condition."
  
  -"If items arrive back damaged for any reason, including but not limited to insufficient packaging or damage during shipment, but in good enough condition for us to sell as 'scratch and dent', you will be refunded 40% of the purchase price, minus original shipping charges and any PDFs, in the form of the original payment...If items arrive back to us completely undamaged and postmarked within 30 days of receipt you will be refunded the amount of your purchase, minus original shipping charges and any PDFs, in the form of the original payment."
  
  The *********** Booklets returned were removed from the shrink wrap by the customer. Multiple books in this return also arrived to our returns department in damaged condition. The customer did not notify us prior to the return about any damage to the original order. According to this dispute and an email from the customer, the original box and packing materials were used for the return. 
  
  A refund was issued according to the refund amounts detailed in the return policy. 40% of the purchase price was given for damaged items and a full refund of the product price was issued for items that were returned without damage. Pictures of all damaged items including those removed from the shrink wrap were sent to the customer along with details regarding their refund. 
  
  We kindly request that this complaint be closed with no further action needed. Thank 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. ↩