Complaints

This profile includes complaints for Tata Harper Skin Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tata Harper Skin Care

  1136 Wooster Rd Whiting, VT 05778-9712

• 

  Tata Harper Skin Care

  120 Graham Way Ste 200 Shelburne, VT 05482-7217

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:02/06/2025

  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 received an order for subscription to Tata Harper to send to me, but I never signed up for a subscription. My credit card company put a hold the transaction because they werent aware if I made the transaction and I told them no. So they stopped the charge from going through. Unfortunately, they ran it again on 12/14/24 so I filed a claim with ********. Once it shipped I requested a refund and I sent the product back unopened in December but I did not have a credit yet when mid ******* arrived so I reached out to their phone line.. When you call the phone line it just hangs up on you. I have tried the chat in the past and that dioes not work either so I sent an email to them about this issue. When they responded, they told me that because I had an open claim with Citicard and they could not do a refund. They never let me know that in advance, never sent me an email or letter or documentation about it. so then I reached out to ******** to see if the claim could be closed and they said they already heard from Tata Harper and were closing the claim because they let Tata Harper know that since the product was received, they will close the claim and reverse the provisional credit to me so they could refund it. I notified Tata Harper that they had been in contact with ******** and they said they had not heard anything and asked me to send them the email and correspondence so I did. Now theyre telling me I wont get a refund for up to 75 days because of their internal system. Unfortunately thats going to make me have to pay interest for 2 1/2 months ion the amount since it takes that long to post. I followed their return process , sent it within the timeframe and had to do my own follow up to find out why it never posted. Their lack of communication and their inability to get their systems to work properly means I wont get my refund Until up to 75 days so I told them I will file with BBB. I never even turned on the subscription, I like them but not happy.

  Business Response

  Date: 02/07/2025

  This customer had an active subscription with us that was initiated on 8/14/2024. We sent out an order reminder date for her next recurring order 10 days before the order was set to process. She has full access to cancel her subscription with us at any time by logging into her account and clicking Cancel. As the subscription was never cancelled, the order was processed. The customer then returned the product and simultaneously opened a chargeback on the order. She did say that she lifted the chargeback on her end, but the chargeback is still not resolved. We reached out to ******* about chargebacks and they told us that even if a chargeback is cancelled by the customer's bank, the chargeback can still take an average of 75 days until it is resolved. Unfortunately, we simply do not have the funds in our possession and therefore cannot refund the customer. We did relay this to the customer, but she is understandably still upset. We wish we were able to assist, but as the chargeback involves multiple banking entities, it will take some time for it to be lifted, or for the funds to be released back to the customer.

  The customer did reach out previously, in December, but we did not receive a response after her initial reach out. Since the customer has already attached our January correspondence, we have attached the correspondence in December, as well as her subscription history.

  We do intend to resolve this by refunding the customer as soon as the funds are released back to us.

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Victoria

   

   

• Initial Complaint

  Date:12/09/2024

  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.

  I placed an order from the merchant Tata harper, and they never delivered my package, I reached out to them, they promised they will send an replacement, it was 3 months ago, I reached out multiple times, and no response so far and no items have been sent, I want my refund back. I just read so many other customers have the same experience as I did, such a laying merchant.

  Business Response

  Date: 01/24/2025

  This customer reached out about not receiving their package, though it was marked by Delivered by ***. Regardless of this, our customer service team responded in a timely manner to this customer and let them know we would open an investigation with *** in order to proceed with a resolution.

  During this time, the customer opened a chargeback on the order and requested a replacement package. Unfortunately, due to company policy, we are not able to assist with replacements or refunds for orders that have an active chargeback applied, which we communicated to the customer. We did let the customer know that we would be happy to send out a replacement once the chargeback decision was completed.

  The customer then claimed cancellation of the chargeback, however, they were not able to provide documentation that included the required information for us to verify the chargeback cancellation. We then let the customer know that chargeback and chargeback cancellations can take up to 75 days.

  The chargeback is now complete and we have sent out a new replacement today, 1/24 with *** Tracking ID ******************.

  Therefore, this case has been resolved for the customer.

• Initial Complaint

  Date:11/08/2024

  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 10/5/24 I ordered the Tata Harper Daily Essentials kit in order to try the products for the first time. I never received shipping confirmation from **** but did receive the package on 10/17/24. The outside shipping box was completely intact and when I opened the package so was the outside of the Daily Essentials kit that was inside of the shipping box. When I opened the kit however it was not a complete kit. The eye cream that was supposed to be included was not. I emailed **** customer service with a picture attached to the body of the email. I did get a response saying no picture was attached and to please send a picture and once the picture was received the team would investigate further. I did resend the picture. I also followed up with emails on 10/18/24, 10/24/24, and 11/1/24 and have received absolutely no response from customer service to any of my emails despite the company indicating responses will be received promptly. I have also tried calling customer service several times and each time the voicemail box is full with no ability to leave a message. Customers are encouraged to email, which I have 4 times with no response. I am not trying to get anything for free, only the complete kit as shown on the website and as ordered. I explained in my email that nothing was loose in the box itself, the shipping box was not damaged and it simply appeared as if the eye cream was overlooked in being included. Mistakes happen but take responsibility. I have never filed a complaint before but feel this is deserved. **** has no customer service. I guess I should be relieved I only ordered a small kit to try the products rather then the more expensive full size items. At this point I really dont care how good the products may be without customer service what is the point.

  Business Response

  Date: 11/11/2024

  Hi there,

   

  Our site recently underwent several internal system updates and we were unable to send out replacements for quite some time due to system limitations.

   We have shipped your Restorative Eye Creme with *** Tracking ID ****************** and the estimated delivery is for Friday, 11/15.

  We truly appreciate the honest feedback- we strive to to maintain an exceptional and rewarding customer experience and we're so very sorry we fell short.

  Please reach out to us at ******************************* if you have any additional questions or concerns and we will be happy to promptly assist you.

   

  All the best,

  Team Tata

• Initial Complaint

  Date:10/18/2024

  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 am top tier Green Queen status and have spent thousands with Tata Harper over the last few years. There customer service has gone completely downhill. Their top tier customers are eligible for free overnight shipping but there was no option for that in my order. Immediately after I placed the order, I wrote to the company through their chat, tried calling and leaving a voice message, and sending an email per their instructions. Since the order had just been placed, I asked that they make the change to overnight shipping because I was leaving town and needed the product ****. It is impossible to get ahold of someone over the phone and they don't return calls. They didn't respond via chat for almost 6 hours. And then it was along the lines of "Oh, we'll see if we can but there are no guarantees". You would think I'd asked them to move a mountain instead of just changing a shipping option. Two days of back and forth and slow response time later to the tune of "we apologize for any inconvenience this may have caused, but we are unable to fulfill the request". I asked for it to be escalated. No response. I told them this was not a good way to treat their top tier customers. No response, except another "sorry for the inconvenience, we are unable to fulfill your request." What kind of place are they running? For such a high end product they have the world's worst customer service. They also haven't even fulfilled the order yet - after two days - so what is the problem with changing shipping on an unfilled order?? They seem to be running on a skeleton crew who is unhelpful and totally not understanding. Once my product arrives (late now it seems), they are losing me as a customer. I refuse to spend one more ***** at this place. They've gone totally downhill since they sold the company. Thanks for nothing, ****!

  Business Response

  Date: 11/04/2024

  Order terms and conditions, located on our site, mention that orders cannot be modified once they are placed.

   

  However, we do try our best to assist our customers with any request, so we reached out to our fulfillment team to request that they expedite the order for this customer. Unfortunately, they were not able to do so before the order shipped.

   

  We then offered a $20 discount code to the customer to use on her next order as a token of our appreciation.

   

  We have a 24 hour SLA policy during business hours, which was abided by in this customer interaction. Unfortunately, we're not able to respond to every request immediately as we have many customers who reach out to us.

• Initial Complaint

  Date:10/09/2024

  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.

  Im submitting this complaint as this company is purposefully delaying or withholding a full refund to my credit card for unopened and unused return products, which were delivered/received in its original packaging since 9/25.I followed everything as instructed by their refund policy. In addition to providing several photos of the condition and corresponding LOT numbers of the return. Shortly after I received the package, which arrived on 9/17, I submitted my refund on their online portal on 09/21. The next day, 9/22, I dropped my return at *** with receipt. On 9/25, *** confirmed the return was received by the company. They are aware of this as Ive followed up with them twice by email. My initial follow-up was on 10/1 and a second on 10/7. In both follow-ups, I provided them with documentation of delivery, a copy of the submitted return on their online portal, a copy of the packaging slip, photos of the condition of the products and corresponding LOT numbers, and a direct request for the full refund to my credit card. One customer service representative responded to my 10/1 follow-up that all returns will be processed within the next 5 business days. On 10/8, I checked my account online, and the payment status still indicates paid and not refunded. They did not follow through on that status. The customer service representative who responded to my 10/7 follow-up, indicated they will escalate the issue as refunds are processed within 10 business days from the date the return is received. That did not happen. They have had my return for 2-weeks, and after checking my account on 10/9, the order payment status remains paid and not refunded.Ive also included documentation of my account transaction history to verify that I have not violated or abused their refund policy. My last two refunds were back in 2021. The fact that a customer has to go to these lengths, Im left disappointed by this interaction, as theyve shown themselves to be dishonest.

  Customer Answer

  Date: 10/19/2024

  I still have not heard from the business in response to my complaint.

  In addition to this BBB Complaint and reporting them to the ***, I forwarded copies of my complaints and all documentation with a transaction dispute claim directly with my credit card company (as advised by the *** complaint guidelines/processes). My credit card company has credited a temporary reversal while investigating and reaching out to Tata Harper since Weds, 10/16. 

  Business Response

  Date: 10/25/2024

  We are not able to refund the order as of 10/25/2024 as a chargeback has been submitted. Once the chargeback has been lifted, we will be happy to refund the order.

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for responding. You have had my return for over a month and I reached out to your company twice (with enough time in between including photos and detailed correspondences), and in every instance your company and staff have been dishonest and shown a lack of care and initiative. By those instances, and the fact that I had to go through my bank, BBB complaint and FTC report for unused unopened items that were returned to you within 5-days, I dont trust you to follow-through on what youre proposing now. I trust my bank to work it out with your company.  Please work with the bank and their investigation with what you need. 
  
  Regards,

  Bianca

  Business Response

  Date: 11/04/2024

  This order has now been refunded through accepting the chargeback as of 11/4/2024.

  As the funds have now been released by us to the customer's bank, the customer should contact their bank for more information on when the funds will be deposited back into the original form of payment.

• Initial Complaint

  Date:02/21/2024

  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.

  Buyer Beware! In February 13 **** I purchase a hydration mask because it was BOGO and then made the selection to receive another hydration mask as my free one. I received my order on February 19 without the extra mask. *** reached out to the Tata team and was told that I didnt select the mask and they were all out. How can you be out of a mask that you regularly sell? Asked to speak with a manager which ******* stated again that I had selected the free mask and sorry they were all out. I work in customer service and this would never fly at where I work. Apparently Tata Harper is desperate for money and will never free promotions and can not fulfill there promise to there customers. BUYERS BEWARE! Before ordering with this company. Very Very poor customer service.

  Business Response

  Date: 02/22/2024

  Hi ********,

  Thank you for your honest feedback regarding our promotion. We would be happy to address the recent issue you encountered. First and foremost, please accept our sincerest apologies for any inconvenience or frustration this may have caused you.

  
  We understand how disappointing it can be when expectations aren't met, especially when it comes to promotions and offers. Your feedback is incredibly valuable to us, and we assure you that we take this matter seriously.

  
  Upon reviewing your purchase, it appears that your order did not include the promotional mask offer in question, and regrettably, we were unable to honor it when you contacted us a week after the promotion had expired.  While we strive to provide the best possible service to all our customers, there are times when limitations such as expiration dates on promotions must be adhered to.

  
  We have offered you a refund and a discount to apply to a future purchase as our commitment to rectify this situation.

  
  Furthermore, we want to thank you for bringing this matter to our attention. Your feedback helps us improve our processes and ensure better experiences for all our customers in the future.

  
  If there's anything else we can assist you with or if you have any further concerns, please don't hesitate to reach out to us.  Thank you for your understanding and continued support.

  
  All the best,
  Team Tata
  

  
  

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:10/06/2023

  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.

  On March 30th, 2023 I placed an order for several products - order number ********* - which included the Elixir Vitae Eye Serum. The product arrived as described, had a bright sparkly color and smelled great. Anyone who uses products on their face can tell immediately when a product has spoiled or gone bad. It is October, 2023 and as of a month ago I noticed the color of my serum change. I thought this was my imagination because it was happening subtly but then, after not using it for a week or two when I was unwell, I noticed the color kept getting darker AND the smell changed. It went from smelling floral and buttery to a rancid cosmetic smell that one gets from a product that has spoiled. Confident that Tata Harper would resolve this matter because 1. The product costs $350, 2. I've spent nearly three thousand dollars with this brand as a new customer, and 3. Because they appeared to be a brand that cares about their products given the meticulous formulations. I was wrong on all counts. I'm embarrassed to have whole heartedly referred several colleagues and friends to Tata Harper because of how poorly they handled this problem. After contacting customer care an explaining my concerns not only about the color but about the NEW RANCID SMELL of the product I was asked to send photos of the bottle and the serum formula - all of which are not accurately depicted in photos because of lighting etc. They made NO MENTION nor did they ADDRESS the RANCID smell of the expensive EYE serum I alerted them about.Not only did they write me off in a condescending manner that my elixir looked 'just right' and that the color change was 'normal due to preservatives in the formula' they IGNORED the complaint about the rancid smell stating the product was fine and within it's expiry date based on the lot no. (****). I can only guess that other products in this lot are DEFFECTIVE as well.Shameful. Just Shameful.

  Business Response

  Date: 10/06/2023

  Hi *****,

  Thank you for reaching out to us regarding the Elixir Vitae Eye Serum. We are truly sorry to hear that you've experienced issues with the product, specifically concerning its odor and change in quality over time. Your satisfaction is of utmost importance to us, and we want to address this matter promptly.
  We have refunded you for your March 30th, 2023 purchase of the eye serum.  Please note this product naturally has a brownish tint and distinct scent to it from the Elixir Vitae Serum.
  Please be assured that we take product quality concerns seriously and will work diligently to investigate the issue.
  If you have any additional details or questions, please don't hesitate to reach out.
  

  Best regards,

  Team Tata

  Customer Answer

  Date: 10/07/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **************

• Initial Complaint

  Date:07/17/2023

  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.

  My order reference number is E4X001092427124. I've made an order on **** 8th on tataharper scincare website and paid the amount of ****** EUR. I've gotten the confirmation from their shipper Borderfree about my order. On **** 10th Ive gotten a message from DHL that I will get my order on **** 14th. As I was on a trip these days I knew that I will be back only at night on **** 14th so I rescheduled the delivery date for **** 15th and got the confirmation letter from DHL that the delivery will be **** 15th.Nevertheless, in **** 14th I woke up in another country from the courier's call who came to deliver my parcel.I told that I rescheduled the delivery several days ago and I am not at home and will be back only at night.He told me that he has a delivery today and cant help me. He told that the delivery doesn't need a sign so he left it in some secured room in my building and sent me the photo of it.Anyway, when I arrived at night (it was almost 2 a.m. at night) no parcel was there.Next days I asked all my neighbors about the parcel and no one seen it.It looks like it has been stolen and the reason is because the delivery came not at the day I arranged it.I contacted **** harper support team to help me as DHL does not accept complaints from buyers, only from the sellers, and explained that to them. They told me that as the delivery didn't need a sign they cannot help me. I repeated several times that my question is to rise a dispute with the delivery company as I cannot do it as a buyer, they won't accept my complaint.They just ignored my messages. I've send them emails, no answer.My question is also why do they send parcels with no need to sign for such a price?! It's not a 10EUR purchase, it's almost 300!!! This should be illegal!!

  Business Response

  Date: 07/19/2023

  Hi *****,
  
  Thank you for the honest feedback, weve reviewed this note as well as your previous communications with the Tata Harper team. Our policy for international orders requires that the package is signed for; however, it looks like on June 14th (according to your statement in your email), there was a request to leave the package in a storage area (correspondence attached).
  
  We understand there may have been a miscommunication with the shipper (between the customer and DHL). Therefore, we completely understand your disappointment having returned from a trip and realizing your order was not there. For that reason, wed love to make an exception and have refunded you for this stolen package. 
  
  Please note, once a package is with the shipping provider, unfortunately, Tata Harper has limited visibility into the packages status. We have access to the same shipping details that are available to the customer, which is why we recommend that the package is signed for.
  
  
  Once again, please accept our sincerest apologies for the inconvenience this has caused.  
  
  
  All the best,
  Team Tata

  Customer Answer

  Date: 07/19/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/26/2023

  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 placed an order of $275.85 on November 3, 2022 on ************************************* with Order #*********. Within the order, a face oil of $105 I just opened and started using two weeks ago has leaking and splashing issues with a defective dropper. I had the oil splash into my eyes, clothing and hair multiple times. After discovering that it is indeed a defective product (with 4/5 still full), I stopped using the oil and contacted Tata Harper customer service, in hopes that I would receive an official apology and possibly a replacement.The response I received from them was extremely condescending with little to no apology, asking me to provide video evidence of the issue as though I could not be trusted and would even bother to lie for this amount of money. The business did not try to resolve the problem at all. After I sent them the two videos I took of the leaking and splashing issues, I received a cold response that my order sadly is past our return window. They seem to expect customers to have full knowledge of the functionality of their products within that short period of time. I never open skincare products until I start using it. After all, I was not even seeking a return but a sincere apology to me as their long-term customer. I purchased their products on department store websites before I did on their own official sitethe worst qualitatively and experientially. Assuming your customers who report problems are only cheapskates who are there to rip you off is deeply disrespectful, arrogant, superficial and problematic. I could not care less about the little financial loss in this experience. Some hundred dollars are not worth much time writing anything about, but with trust broken and respect lacking, I decide to share my experience and help others understand the nature of the business with better clarity. On the flip side, I feel relieved and even grateful that I now can stay away from the business and no longer contribute to their sales.

  Business Response

  Date: 05/01/2023

  Hi ******, 
  
  We are sorry to hear that you continued to have a negative experience with our product/service as your satisfaction really is our top priority.  Given the situation, we have escalated this issue and we would like to offer you a full refund for the ******************** as well as 20% off code for a future purchase should you choose to use it.
  
  We really appreciate you letting us know about the issue with the dropper and want to assure you that we are taking steps to address the issue internally. In addition, we apologize for the back and forth but please know that we are learning from this experience and adjusting our policies accordingly.
  
  Thank you again for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
  
  Best regards,
  Team Tata

  Customer Answer

  Date: 05/03/2023

  [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.]
  

  Tata Harper:

  Glad to teach you a much-needed ****** regarding respect and courtesy. Ive experienced severe lack of mannerism in your management training, brands DNA or upbringing, but at least we customers can vocalize our dissatisfaction to help you reflect and improve on the proper treatment toward your clients. By now Im sure you realize that there are many issues in the service you provide as a brand as a whole and in the attitude you present as customer service specialists. Losing customers is just a matter of time.

  As for the ** problems, thats a given: in my experience poor quality is deeply associated with you from now on. I already gladly threw your defective product into trash exactly where it belonged. My purpose with this complaint is fulfilled as I did receive a proper apology from you thanks to the platform of bbb where constructive criticism could be expressed.

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/19/2023

  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 for several products totaling nearly $300 for my wife on January 2, 2023. The company was running a promotion that orders over $200 would receive two full-size products in addition to the order. Typically I receive order confirmation in the form of an order number and shipping updates but I did not in this case. I contacted the company shortly after via phone, and left a message, requesting a call back with order confirmation an order number and an estimated shipping and delivery date. I never heard back. Subsequently, my wife received the order, but the promised to full sized additional product were not included. I made a second attempt to contact the company via chat feature on the website, requesting that we resent the promised product. The company did reach back out to me this time, but requested my order number, which I had not received in the first instance. I have subsequently made two additional attempts to contact the company to no avail.

  Business Response

  Date: 01/20/2023

  Hi ****,

   

  Thanks for reaching out, we are sorry to hear this!  It appears the promotion was not successfully added to your order ********* at checkout.  We have emailed you from our customer support email address ******************************* to confirm your shipping address as we would be happy to send you the promotion for the full sized ********************* separately.  For any order or product issues, please email us at ******************************* with a description of the issue and we are always happy to help!  

   

  All the best,

  Team Tata