ComplaintsforBirch Bay Aromatics

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase from the company in October. In the beginning of November, I noticed another debit from my account that I did not authorize. I contacted ***************, the owner and she claims to have refunded my money through PayPal. PayPal has no record of a refund that I am due. *************** is refusing to issue a refund in any other form and I have waited over 10 days for a refund that she claimed was supposed to be granted this week. I feel as though I have been stolen from and she is refusing to return the funds that were taken.

  Business response

  12/14/2022

  Good afternoon:

  My delay in responding to this complaint was because it took some time to get through on the phone to Paypal, who is our **************** Provider.

   

  ******************************* sent us an email that we double charged his order. We emailed him right back that we would correct our error. Within 5 minutes we refunded his credit card for the balance of $41.50, we sent him an email confirming this refund, and we sent him a screenshot from Paypal confirming the refund. 

  Please see attachment above .

   

  ****************** did not believe that we refunded him, he would not accept that Paypal is a Merchant Services Provider , and like any credit card company takes time to refund. Refund is not instantaneous into his account. He said to you that we 'refused' to refund him. That is a lie.We refunded him within 5 minutes of receiving his email.

   

  I succeeded yesterday (12/13/22) in getting through to Paypal , the right person in their finance department. This person looked at the history of the transactions with ******************, and told me that I, as a vendor, had taken all the correct steps in a timely manner to refund the customer. Paypal is willing to verify to the BBB that the refund screenshot  that we sent to ******************, shows the accurate time and date of the refund.

   

  ****************** is still not willing to admit that he received his refund of $41.50

   

  Thank you for your assistance in clarifying to ****************** that our full intention was to refund him his money, immediately, and that we did refund him in full.

   

  
  Respectfully

  Mine' Hakim

  Birch Bay Aromatics

  Customer response

  01/03/2023

  Complaint: 18432506I am rejecting this response because;When I initially contacted **************, I had been ignored until I sent a more demanding email. Having completed 1 business transaction with her company, (with which I was displeased) my wife had discovered that our bank account had been charged for another order which I did not place. I made multiple attempts to contact Mine ***** via email and her entity failed to respond until I sent another demanding email. I felt as though my bank account information had been compromised which would have caused an entire mountain of other issues, had that been the case. My complaint to the BBB was because I couldn't gain compliance in the beginning. Eventually, I was refunded but again, this is the timeliness to illustrate my frustrations:I placed my initial order but received no receipt email. After two days, I emailed her company asking about a receipt, no response. I sent a demanding email and she responded.I decided I would take my business elsewhere once my product arrived and a few days later, I was charged for another unit of her merchandise which I did not place. I sent her an email which once again, she failed to respond until I sent another sharply-worded message.My complaint isn't about her product. It is about her lack of communication and lack of attention to detail as it pertains to her billing department and then the way she handled complaints, which was confrontational instead of compassionate and understanding.My frustrations compounded in the time between sending emails and getting a response. With the current problems of internet scams, it is REALLY frustrating when you're not sure if you've been scammed and it seems really likely when a business owner doesn't respond within a timely manner. I'm not a hard consumer to do business with but as with any type of business/professional relationship, I expect the lines of communication to be open and prompt, which they were not. I didn't care WHEN the refund was issued but *************** appeared to beat around the **** and avoid my emails. It was my perception that she was actively trying to avoid me and as a consumer, I was extremely upset by that. She claims to be a "small business." I can respect that but as a small business, she should answer emails promptly and remain professional instead of making a financial mistake, avoiding questions, refusing to admit fault and then attacking my character as a person. Yes, I stated that her business was trash. I stand by that but I never attacked her character as a person. I did (eventually) receive my refund but my complaint about that was how it was instantly debited from my account but when the mistake was verified, I had to wait over a week to be reimbursed. Frustrating? Yes but not nearly as badly as being ignored because being ignored left me feeling as though more fraudulent charges could follow. If it happened once, who knows how many more times it could happen? I'm ready to be done with this issue but I've taken it this far because nobody deserves to pay a company and then be treated like $***. Good day.Sincerely,***************************

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