Brandless Reviews (%countItem)
Brandless Rating
Address: 5152 Edgewood Dr. Ste. 375, Provo, Utah, United States, 84604
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I've sent 4 emails, contacted them through messenger and still no reply. Very poor customer service.
I partnered with this brand over two months ago and provided content and social media posts in exchange for product. I have contacted the brand 10+ times, been transferred to a million people, and STILL have yet to be compensated.
They all acknowledge that I will get reimbursed but nothing ever comes of it. HORRIBLE BUSINESS and even worse customer service!!!!!!
I have purchased a free shipping membership from Brandless (similar to Amazon Prime) That entitles me to free shipping irrespective of the quantity purchased. Today for Cyber Monday, they are not allowing their Cyber Monday promotion to be used by people who have this free shpping membership, even though the fine print does not exclude these members. I am looking for a refund of my membership because of this or the ability for them to honor the price they are giving to everyone.
Last month I wrote and asked customer service to remove my email address from their mailing list. (As their "unsubscribe" button required at the bottom of emails was never loading a working page to actually unsubscribe.) This took a week! And a bunch of emails back and forth with a rep over something that should have been so simple. She promised that she got it right finally and had successfully unsubscribed my email address. Four days later I receive another new advertisement! Clearly she lied, I was not unsubscribed, and now I'm still getting junk mail. Truth be told, this ad caught my eye to try their product, so I went to the site, applied the promo code (which the advertisement clearly stated was "$40 value", "free shipping", and there was no fine print or anything about a minimum order). I completed checkout and received an email with order confirmation. Before the end of the day, the company is writing several more messages (because apparently it's their policy to not be able to get something right the first try) saying they won't be honoring the promo code now. I already successfully used the promo code! I wrote back asking them to honor the promotion and send my order. Now customer service is refusing to do anything.
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} li.li1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} ol.ol1 {list-style-type: decimal} Hello, Please see attached documents which show the verbatim communications between Brandless Customer Support and customer regarding complaint ***. We were having issues with our unsubscribe workflow, we sincerely apologized for this inconvenience and ultimately were able to successfully unsubscribe the customer. Additionally, we ran a promotional offer which clearly stated in multiple areas what the criteria was in order to successfully use the promotion. Unfortunately, there were some orders that were able to apply the code without having met the requirements. Our team flagged these orders, canceled and refunded the customers who were impacted, and sent them emails immediately upon resolving the issue encouraging them to try the promotion again, as it was intended to be used. This specific customer chose not to place another order using this promotion.
Complaint: ***
I am most definitely rejecting this response because they are failing to present their side truthfully. I have emailed proof that they did NOT ever successfully unsubscribe me as they claim to have done so. Not only did I received the very promotional email in issue here (after they already claimed I was unsubscribed) I continued to receive other unwanted emails. Then, they had the audacity to send a follow up message asking me to “review my recent order” after they canceled it and completely refused to honor the offer promotion I had purchased. This is most certainly not resolved, and I’d be more than happy to provide any documentation necessary to show their failure and utter lack here.
Sincerely,
A
Brandless has taken away many of the products that I used to order without a good explanation and have increased prices on what's left.
Also, I received an order on Wednesday (10/2/19) and it did not contain a $49 item that I had ordered. I've emailed them 3 times and posted on their facebook page and have not received a response yet. They have my money and I have nothing. I am very unsatisfied with them and don't plan on ordering again. I just need this resolved.
Ordered a box of products. Soaps abs detergents were all unsealed and could be construed as used or possibly tampered with. Pictures sent to company. Took a week for a manager to reply. Several condescending messages from staff and mgr. Products unsafe unsuitable and have to be discarded as total loss. Company refuses to ship its supposedly cleaner products I with seals.
reached out to our Customer Support department on April 19 at 5:22pm and our team responded April 20th 8:52am. He stated that the dish soap was leaking and also expressed concern that the soap did not have a plastic seal underneath the lid. A member on our CS team replied, apologizing for the matter, refunding him for the item, as well as thanking him for his support. I've attached these communications with this message. His frustration grew significantly when he interpreted my colleague's message as "condescending" and "insincere" and then he began insisting that we issue him a full refund as he didn't feel confident about the safety of any of the products he received.At that point, the ticket was escalated to me. I responded to *** and advised him that the plastic seals he is referring to are not a safety risk; while they are nice to have on certain items, per FDA, it is not a required protocol, nor is it a safety concern, for items other than OTC.
Complaint: ***
I am rejecting this response because:
Thank you again for this forum. This response is rejected because it is a fundamental expectation that detergents, soaps and other in person contact chemicals will come to my home in safe containers with seals. A seal connotes professional appearance, integrity of the company and product from interference or alteration. Brandless offers seals on their shave gels, plastic undercovers on deodorant, and other products. Why not these soaps? And why such unprofessional snarky responses?
The charge is in contest with the bank as well and I will leave that dispute with my bank's dispute dept and visa.
The time involved to reach a manager was monumentous several days. The initial representative went from stating that the company did not wish to make a poor impression to stating that seals on soaps (toothpaste has them, shave gel has them, deodorant has them or something similar) would need to be discussed with other members in the company. As if my request was for something unobtainable or bizarre and it is not. Shopping with a new company professional trust and competence needs to be earned with seals on products that involve human contact or ingestion period. open chips wouldn't be tolerated. Neither is open unsealed soaps and detergents for dishes.
Period. The integrity of all the products is compromised because I cannot discern what is new versus used and my expectation is for all products to be safe, and in suitable condition. And safety seals are an expectation personal and for professionalism. A refund of the remainder of box appx $50 and tax is continued to be requested as the resolution to this concern set.
Sincerely
Thomas, I understand you are still expressing concern regarding the products you've ordered. Brandless personal care, cosmetics, and cleaners all follow FDA requirements for packaging and tamper evidence. While we appreciate your feedback on this topic not only do our products meet regulatory requirements they are also in alignment with their respective industries. A vast majority of these types of products sit on store shelves every day without any 'seals' under the caps and could be exposed to any number of customers opening to smell them. Our products are shipped directly to the customer and for that reason have even less risk for tampering or opening before arriving at our customers' doorstep. We were able to issue a refund for the item that arrived damaged. That said, I am not able to issue a full refund at this time, as it appears that you have disputed the charge with your bank.
I like the Brandless concept so I spent about an hour shopping on their site. Before I filled out the order form I emailed them and asked what their policy was regarding keeping credit card #s on file after the order was approved.
That was a week ago and I still haven't heard from them. I have searched the Internet and can find no 800 #s for them.
Now, after reading many reviews (which I probably should have done 1st!) I will delete the order page. While I do not want to do business with Amazon, the Brandless folks just don't seem to have their act together at all.
I'm sorry to have wasted an hour of my time & energy but better that than suffer some of the experiences their other customers have.
I was missing 10 items from my order. I contacted customer service. There is no phone number. I was told they would give me a store credit. They said they would not ship one item. It was 10 items missing. They did not even read my email.
If they do not refund me I will report the charge as fraudulent. I did not receive half the items I ordered and paid for.
Unbelievable. Horrible customer service.
New company finding their way. I found them responsive and the products wonderful. Give them a chance. They r great.
I placed an order with Brandless on 10-19- 2018 and it was delivered to the wrong state
I contacted Brandless and informed them that looking at my tracking number it was delivered to the wrong state. They said they would get a new order right out to me. It's Nov.8 and have not heard anything and still no order. They state delivery policy is 3 to 5 business days.
Bad way to do business. No communication with customer is the worst.
I have placed one order with Brandless and will probably continue in the future. The food products I tried are tasty and the personal care products are pleasant. Just one important note all future buyers should look for....Brandless advertises non-GMO on products that contain canola oil. There is no such thing, as canola is a GMO product of rapeseed...regardless how it is grown or processed. All forms of canola oil are toxic. If this concerns you, read the ingredients provided.
Just ordered our second grocery order. We are very please with the quality, delivery and service. Also like that Brandless has a heart to donate meals for those in need. I am proud to be a part of that consciousness.
Just want to say what a wonderful company and a great way to save money yet give back to
the community. My daughter initially made a purchase and everything tasted great and was delivered quickly! I now have started ordering both food and household items and I'm Vegan and limited in my choices but Brandless has several options to accommodate my diet.
Great Business with great products. I do recommend.
Great company, products are really great. Always fast shipping and service. Great prices too would definitely recommend.