Botanic Oil Innovations

Review: I have a long standing repeat delivery order from Botanic Oil Innovations and have been a customer for quite some time. On or about Sept. 12, I received a typical auto-shipment email notification from Botanic Oil for Order #[redacted]. When the order did not arrive as expected, I tracked the shipment and found it was listed as "delivered" on 9/17 at 3:50pm. I live in a large apartment complex in [redacted] and all packages are signed for by our front desk and kept in a building mail room for pick up by residents. I contacted my building staff and they had no record of any such delivery. I contacted Botanic Oils and spoke to [redacted] multiple times; Botanic Oils suggested I should find the package somehow. My building staff went above and beyond to investigate the matter and the building supervisor sent me the email printed below on Sept. 25, showing conclusively no package was delivered on 9/17 at 3:50pm or any other time that day. I shared the email with with [redacted] at Botanic Oil and she agreed to send me a replacement package at no cost. I heard nothing from Botanic Oil and called again on October 10th and spoke to [redacted] who told me there was nothing she could do, that she was canceling my future auto shipments and that it was my responsibility to somehow track down the package. Botanic Oil charged approx $171+ to my credit card. The email from my building: "I have contacted [redacted] and found that due to the shipping method you have selected [redacted] drops off the package to a local Postal Office and the Postman delivers it to the building. According to [redacted] the package was delivered on 9/17/13 at 3:50PM, however the package never arrived to the building. I have verified both on the building's package system and the camera feed and found no delivery to the building at that time."Desired Settlement: I would like an immediate refund or replacement.

Business

Response:

I received your letter as well as the documented letter from our customer on 10/15/13. On behalf of Botanic Innovations, I’m appalled at having been associated with an incident such as this. Per the request of the letter I will provide you with Botanic Innovations’ side of the story as it was relayed to me by the employees who handled the situation of the lost package. Botanic Innovations (BI) shipped the order on 9/13/13 through [redacted] system. The logistics of this system is that [redacted] picks up from our location at Spooner, WI and delivers to the [redacted] office closest to the customers address. From there the package is routed through the [redacted] system.

On September 24th we received a call from the customer stating that she had not received the package. This instance constitutes the first time that a package was ever “lost” using this system. It is also the first time we’ve ever had to track a lost order using this system – which presented a challenge in itself. When trying to investigate where the error occurred, it was discovered that using this Smartpost system, the package has 2 tracking numbers. Our shipping team tracked the package through the [redacted] system. According to [redacted], it was delivered to the customer’s local post office 9/17/13. However, we had some difficulty tracking it through the [redacted]. After numerous phone calls to the [redacted] Smartpost center and the [redacted] by our team we finally discovered that when using the Smartpost system, the tracking number for the [redacted] needed us to add a ‘92’ in front of the tracking number on the label. Even the [redacted] employees were not aware of this. After that we learned that both carriers showed the package as being delivered. At this point we usually contact the customer and consult with them to file a claim. On 10/4/13 we reached out to the customer. When we were unable to reach her via phone, a voice message was left for the customer. I believe there was some misunderstanding on behalf of BI due to multiple employees attempting to resolve the problem for the customer. Unfortunately, this led to some miscommunication between the customer and BI customer service. After receiving the phone call from the customer on 10/10/13 we credited back the full amount of the order that was lost in shipping.

In light of this event I’ve used this unfortunate opportunity as a learning opportunity for our BI team. We have discussed the importance of one person taking the lead on an issue as it becomes present to them and following it through until the issue has been resolved with our customer in a timely matter. I personally have also reached out to the customer via phone and email to apologize for this misunderstanding. I have also kindly requested a response back from the customer to ensure she received her credit from us for the order that was lost by the carrier and discuss any other concerns she might have.

Sincerely,

Office Manager

Botanic Innovations, LLC Spooner, WI 54801

Consumer

Response:

I

received the replacement product you sent - thank you. I

communicated with the Revdex.com and took note of what your

understanding of the situation was and what mine was. Based on the

response you filed, I think that you are missing some key information

from your staff, in particular [redacted]. I called Botanic

Innovations many, many times and filed multiple claims, per [redacted].

[redacted] is very sweet, however she had myself and my building staff waste

incredible amounts of time and energy physically going to the post

office (we've never had another vendor require a

customer to do something like that), file claims on the company's

behalf for lost mail (shouldn't that be the company's job?), etc. My

building supervisor even pulled the footage from the security cameras

and had it reviewed (at significant time and expense) to "prove" to

[redacted] and [redacted] that no package was delivered when they said it was.

We spent literally weeks making multiple phone calls to [redacted].

Finally, I lost patience, and told [redacted] I thought it was poor business

practice, especially given the fact I am a repeat customer and have

been with you for quite some time and have never had an issue before. I

asked for a replacement package. Again, [redacted] was very sweet. She

said of course. A week passed. Nothing arrived, no phone calls or

emails from your company, so I called again. This time I spoke to

[redacted]. I should note that every time I spoke with [redacted] she was

unfailingly cheerful and

polite; even though she had no idea how to address the issue of missing

mail. [redacted], on the other hand, was very rude, implied I was lying

about the missing package and said she would cancel my "order." A day

later, I received an email that I would be refunded for the missing

package. I let the Revdex.com know this. Then, I received a voicemail from

you - which is the voicemail you refer to when you told the Revdex.com you

contacted me and I didn't reply. At that point, I was exhausted. No

oil or vitamin is worth that kind of hassle. I simply had nothing left

to say to you after all my calls with [redacted] at your company,

so, no, I did not call you back. A few days later, the replacement

package from you arrived. I was traveling so did not get it until

recently and then circled back to review your Revdex.com statement and to make

sure I understood what was happening before replying to you.