Brock Beauty, Inc.

To whom it may concern:This customers order was returned to our warehouse. Once received, a request for the package to be shipped out again was processed. This order was shipped from our warehouse on 3/11/15. According to the tracking information provided at www.webtrack.dhlglobalmail.com this...

replacement package was delivered to the address provided at the time of checkout on 3/17/15. We have added the tracking information for this order to this email for the customer convenience. 
Tracking Details: [redacted]
 
Service Description: Delivered
Ship-To Address
[redacted]
[redacted]
 
Location
Description
Date / Time
[redacted]
[redacted]
Arrived Shipping Partner Facility
March 12, 2015 - 8:47 pm
 
Departed Shipping Partner Facility
March 13, 2015 - 6:54 am
[redacted]
[redacted]
Accepted at USPS Destination Sort Facility
March 16, 2015 - 11:52 pm
 
Arrived at USPS Destination Facility
March 17, 2015 - 1:07 am
 
Departed USPS Facility
March 17, 2015 - 5:16 am
[redacted]
[redacted]
Arrived at Post Office
March 17, 2015 - 9:53 am
 
Delivered
March 17, 2015 - 9:54 am

Hi,According to the tracking information provided at webtrack.dhlgobalmail.com this package was delivered to the address provided at the time of checkout as of 7/22/15.  The said package was not covered by USPS priority mail insurance because the shipping company used by Brock Beauty Inc. is...

DHL. The post office is only responsible for delivery of packages at this time. The customer should be able to file an investigation claim with the post office. At that time the post office will investigate the location of the missing package. Please be advised that Brock Beauty Inc. is not responsible for lost or stolen packages with confirmed deliveries to the the address provided at the time of checkout. Please view all of our shipping policies at www.hairfinity.com. We have added the tracking information to this email for the customers convenience. We apologize for any inconvenience this may have caused. Thanks 9[redacted] 
[redacted]
[redacted]
[redacted]

To whom it may concern:Brock Beauty Inc. packages are not covered by Post Office insurance. No insurance claim can be filed by Brock Beauty or the customer. Our primary shipper at this time is DHL Global mail. This is why you are unable to file a claim for the package with any postal service. However, the customer the package is being shipped to does have the option of having the post office investigate the location of the package. We have provided our IT department with the customers email address. The customer should not receive any emails from Brock Beauty Inc. going forward. Thanks

To whom it may concern: 
 
This is in response to complaint # 10244815. Customer, [redacted] ordered a two month supply of hairfinity hair vitamins on 8/25/14. The package was shipped from our warehouse on 8/26/14.On 9/2/14 the package was deemed undeliverable as addressed by...

the local postal carrier. Please be advised that no adjustments are made by our company to any address. Packages are shipped to the address provided by the online customer at the time of checkout. The customer contacted us via phone on 9/8/14 asking for an update on her package. At that time the package was being returned to our warehouse. The customer service representative informed the customer that our returns department would contact her at the time of receipt. On 10/1/14 the customer contacted us via phone again to see if we received her package. As of today the package has not been returned to our warehouse. When trying to verify the shipping address the customer stated that she did not add 2nd floor to the shipping address. This is a mistake made by the customer. The representative offered to update the address to the correct address and reship the product. Company policy states that if a package is returned to Brock Beauty, Inc. due to an incorrect or incomplete shipping address provided by a customer, the customer will be responsible for the return shipping cost as well as the redelivery cost. Brock Beauty Inc is not responsible for packages delivered incorrectly or lost due to incorrect or incomplete shipping information provided by a customer. The customer can be issued a refund once the package is received at our warehouse. We have provided a copy of our company policy for incorrect addresses provided by the customer, a copy of the customers invoice with notes from each representative and the customers tracking information. Please let us know if you need any other documentation for this case. 
 
Thanks,
 
[redacted]

Hi, We have issued a full refund at this time. Please allow up to 5 business days for this credit to be applied to your account.  Thanks

I don't have the items they request. what I want is simple, a refund of $249
nothing less. no if ands or buts.
no arguments, hate or disloyalty
no just return this or show me a copy of that. they should have all that on file already. I just a full refund that is it!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10288507, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am rejecting their offer because Brock Beauty is not stating the entire story. What I requested is what was promised to me. Brock Beauty's consultant [redacted] promised that I can fulfill ONE order for the lash serum for $49 and after that I would have to pay new price going forward. I was fine with that agreement. For the Hairfinity; I had a discounted rate of 10% for the autoship and all I ask is that the Hairfinity cost is reinstated. Below is the email I received from Brock Beauty. On October 9th 2014. 
Hi Ms. [redacted],
My name is [redacted] and I am contacting you from Brock Beauty. 
I spoke with my supervisor and she approved the infinite lash price of $49.00 plus shipping. 
After this purchase, if you choose to continue with your auto-shipment of infinite lash you will have to 
re-set up your account.
The current infinite lash account will have to be canceled, due to the fact that the price change of $75 has been in affect for 4 to 5 months.
The auto shipment for the Hairfinity vitamins does not need to change because the price has not changed for the one month supply of Hairfinity.
Please respond to my email or call the call center to inform us of your decision.
We apologize for any inconvenience this may have caused  you.
We will be waiting for your your response. 
 
 
 
Thanks again;-)
Regards,
[redacted]

To whom it may concern:Please provide us with more information. We are unable to locate an order under the name and email address provided at this time. We ask that the customer please provide us with one of the following. 1. The name the order was placed under2. The email address used at the...

time of purchase3. The order number (This information can be found in the confirmation email sent at the time of purchase)Once this information is received we will be able to further assist the customer. Thanks

To whom it may concern: This customer placed an order on 3/1/17. The order was shipped from our warehouse to the address provided by the customer on 3/2/17. According to the tracking details provided the order has a confirmed delivery to the address provided on 3/8/17. We have added the...

tracking details to this email for your convenience. Please be advised that Brock Beauty Inc., per company policy, is not responsible for lost or stolen packages with confirmed deliveries to the address provided at the time of checkout. Brock Beauty Inc. also offers insurance to customers at the time of checkout. The insurance offered covers the package and shipping cost in the event the package is lost or stolen. The customer will have to contact their local USPS post office to file an investigation claim. We have added the tracking information to this email for your convenience. We apologize for any inconvenience this may have caused the customer. The customer can go to www.hairfinity.com to see our policy for lost or stolen packages. Thanks

To whom it may concern:
 
This is in response to complaint # 10241371. The customer, [redacted], purchased a 10 month supply of Hairfinity hair vitamins on 2/25/14. The product was delivered to the customer in a timely manner. To make customers completely aware of the company's refund...

policy it is on the website and on each individual package slip. Our company policy states that customers have up to 30 days from the time of purchase to be issued a refund. This customer is past the 30 days allotted to receive a refund for the product. We have also looked to see if the customer placed any other order with us. We only show one order being placed in our system. We have provided documentation to show the order we have. The customer stated in her complaint that the second order was made prior to the one in February. Therefore, the order would also be past the 30 days allowed to receive a refund for the product. We have added the refund policy to this email for you and the customers convenience. 
 
Brock Beauty Inc. stands behind the products we sell. We recognize that although our products have extremely high consumer satisfaction, there is no one product that may work for everyone.
If for any reason, within thirty (30) days of your purchase, you are not satisfied with our product, you may receive a refund of your purchase price (less shipping and handling). The product must have been purchased directly from Brock Beauty, Inc. In order to be eligible for a refund, you must have used the product as directed. For example, using two months worth of vitamins in a one (1) month time period will void any guarantees. If you have previously returned our products under this refund policy, any future requests for a refund will not be honored. Please contact us with any questions or concerns at ###-###-#### or [redacted]
To obtain the above described refund, you must return within the specified period of time all bottles (used and unused); all original packaging, manuals, and other accessories and documentation which may have been included in the original shipment; the receipt; and a note containing your name, address and reason for return to:
Shipping Dept
Brock Beauty Inc
[redacted]
 
 
Thanks,
 
[redacted]
CSM

To whom it may concern:According to the tracking information provided at www.webtrack.dhlglobalmail.com this package has been delivered to the address provied at the time of checkout. We have added the tracking information to this email for the customers convenience. If the customer has not received...

their order, we advise them to contact their local post office for further assistance. Thanks 
Tracking Details: [redacted]
 
Service Description: Delivered, In/At Mailbox
Ship-To Address
[redacted]
 
Location
Description
Date / Time
[redacted]
Arrived Shipping Partner Facility
March 9, 2015 - 7:03 pm
 
Departed Shipping Partner Facility
March 10, 2015 - 4:39 am
[redacted]
Accepted at USPS Destination Sort Facility
March 12, 2015 - 10:53 am
 
Arrived at Post Office
March 12, 2015 - 12:08 pm
 
Sorting Complete
March 13, 2015 - 9:18 am
 
Out for Delivery
March 13, 2015 - 9:28 am
 
Delivered, In/At Mailbox
March 13, 2015 - 1:49 pm

Do I have to do anything? It is saying order placed wont be processed until credit card payment has been received? It broke me out so I dont have a use for the vitamins was trying to do an exchange?    Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11250244, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Lyndia Carter

To whom it may concern:
 
Our decision still stands. All autoship accounts for Hairfinity have a 10% discount applied to them. However, the customer will have to set up the autoship account. 
 
Thanks,
 
[redacted]

To whom it may concern: This order has already been processed. The order is for two bottles of Hairfinity hair vitamins as requested by the customer. A confirmation email for this order was sent to the email address provided in the customers account. No action needs to be taken by the customer at this time. If the customer has any further questions regarding this new order she can contact customer service at 1-888-387-4151.  Thanks :-)

To whom it may concern:This package has a confirmed delivery as of 1/14/15. Please be advised that Brock Beauty, Inc. is not responsible for lost or stolen packages that have a confirmed delivery to the address entered for an order. Upon inquiry, Brock Beauty, Inc. will confirm delivery to the...

provided address, date of delivery, tracking information and shipping carrier information for the customer to investigate. The customer was provided with this information. We have received a letter from the Post office which states they will reimburse us for this package. However, this customers package was not insured at the time of checkout. Management has been advised to attempt to file a claim on the uninsured package at this time. If the claim is approved we will reship the package to the customer. In the event the claim is denied, as is all confirmed deliveries, we will be unable to reship the package. We have added the tracking information to this email for you and the customers convenience at this time. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10677214, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
 
 I was informed by the United States Postal Service that Brock Beauty has put a stop on my package and had it return to them.  I am tired of dealing with this company it is always something new. They asked me to return the damage merchandise which had a broken label and black material around the top of the bottle. I was told that they would sent me out a replacement now  Brock Beauty is having the item returned back to them. I have been through a lot with this company it not right that I have wait additional days for my product then to have the item returned to them is a inconvenience.

Hi, We have processed a full refund for this order. Please allow up to 5 business days for this credit to be applied to your account. We apologize for any inconvenience this may have caused you.Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10241371, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

To whom it may concern:This customer has been issued a refund in the amount of $48.16 as of 2/16/15.Thanks

Review: I ordered two bottles of hairfinity products from Brock Beauty. The package never came and it has been 4 weeks. I have contacted the courier and they said it was lost in the mail. I then contacted Brock beauty directly and no one answered the phone. Since then I have been calling everyday with the same results. A woman named Amanda answers the direct line and pretends to find a supervisor then drops the call.When you call back it goes straight to some recording and still no one answers. They have stolen more than $50 from me. They are the worst and I will NEVER purchase from them again. I intend to make sure that NO ONE that I know purchases from them.Desired Settlement: I desire to get a FULL refund credited back to my debit card.

Business

Response:

To whom it may concern: