ComplaintsforIncense Universe
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Complaint Details
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Initial Complaint
01/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered on Nov, 12th 2021 a ***** *** Incense Burner and till this day Dec 29th 2021 i have never recieved my order. I have called, i have emailed and no response.Initial Complaint
01/23/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have not received my two orders from, Incense Universe. I had ordered them around the last week of December thru first week of January. Numbers-**************** or *************** in Virginia. I’ve called so many times and no answer or it just hangs up. I want to know what happened. I'm upset.Business response
02/04/2022
---------- Forwarded message ---------
From: ********************************* <*************************>
Date: Wed, Feb 2, 2022 at 12:51 PM
Subject: Regarding Complaints you received- Incense universe
To: <[email protected]>Hello, Dispute Resolution Team, BBBComplaint ***********; *************************Order lost while in-transit (Chargeback accepted)We recognize this is our fault & we apologize for the inconvenience We have caused our customers!We are working to improve our servicesThank you for your patienceSIncerely,Incense UniverseInitial Complaint
01/13/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Mountain Incense ********* *** Backflow Incense with 200 cones was ordered from Incense Universe *********************Annondale VA by ************************* *************** Johnstown NY ******** on December 4, 2021 as a Christmas Gift for my teenage son. It was received on Dec 27, 2021 from a fulfillment center in California. We burned a cone and my daughter who has SEVERE allergies became extremely ill requiring medication. Clearly not something to own, my sister forwarded me the receipt and I went on to the website to process a return. The website says Customer satisfaction is our top priority! if you are not satisfied with your purchase, you can simply apply for a refund. Refund policy is 30 days after receiving your item to request a return, must be in same condition, packaging, proof of purchase etc. To return an item you need approval and the instructions say contact them at [email protected] and if it is accepted they'll send a return shipping label and instructions. You cannot return an item unless the company approves the return in advance. The email on the website [email protected] doesn't exist, so I sent an email to [email protected] which was the address on the order confirmation. In the message, I requested permission to return the item. I got no response. I sent another email 4 days later, I got no response. The website says they provide 24/7 support live chat, messenger, phone, etc., however, there is no working chat, and the cell number on the website which says available 9-5 EST gets a response that the wireless caller you are trying to reach is unavailable. I have called every hour, and half hour for days and it is the same response caller not available. I sent a text message, no response. The emails are attached. I would like the dispute resolved by returning the items to them and them crediting the original form of payment (******** card) accordingly. Thank you for your assistance. This is EXTREMELY FRUSTRATING.Business response
02/04/2022
---------- Forwarded message ---------
From: ********************************* <[email protected]>
Date: Wed, Feb 2, 2022 at 12:51 PM
Subject: Regarding Complaints you received- Incense universe
To: <[email protected]>Hello, Dispute Resolution Team, BBBComplaint ***********; ***********************Received - Had Allergy - Unknown - Fully RefundedWe recognize this is our fault & we apologize for the inconvenience We have caused our customers!We are working to improve our servicesThank you for your patienceSIncerely,Incense UniverseCustomer response
02/18/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.---------- Forwarded message ---------
From: *********************** <******************>
Date: Thu, Feb 17, 2022 at 8:56 PM
Subject: complaint ID ********
To: <[email protected]>Dear Sir or Madam,Regards,I missed your message on 2/4/22 about the vendor - Incense Universe - in regards to my complaint about the trouble contacting the company to return an item for credit.I wanted to let you know so that you can update the BBB posting that the product was credited in full. Please update the BBB form to say that the customer IS SATISFIED. It currently says, customer is dissatisfied which is probably because I didn't reply to your email by this past Monday, 2/14, but I am satisfied because a credit was given.Thank you for your assistance,***********************
***********************Initial Complaint
01/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of transaction is November 3, 2021.Amount spent is $71.98 Order #**** Item purchased ******** Incense Waterfall - *** Backflow Incense Fountain1 With 100 Cones / Resin / Greyish Blue Problem: It has been 12 days and I have not heard a word from this business about my order. It states there is a 2 to 4 day processing time and 7 to 14 days shipping. I have emailed this company twice inquiring about my order, once on November 10 and once November 14. I have also called on numerous occasions. Nobody answers and there is no voicemail. I bought this as a birthday gift for my mother and I am very disappointed that she did not receive it. It doesn't look like it will make it before Christmas either. I do not know what else to do. I want to know where my order is and if I'm ever going to receive it. If not I would like a full refund.Business response
02/04/2022
---------- Forwarded message ---------
From: ********************************* <[email protected]>
Date: Wed, Feb 2, 2022 at 12:51 PM
Subject: Regarding Complaints you received- Incense universe
To: <[email protected]>Hello, Dispute Resolution Team, BBBComplaint ***********; ***********************************Order lost while in-transit (Chargeback accepted)We recognize this is our fault & we apologize for the inconvenience We have caused our customers!We are working to improve our servicesThank you for your patienceSIncerely,Incense Universe
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.