Brock Beauty, Inc.

Review: I placed an order on January 7, 2015 for Hair infinity vitamins priced at $30.68. When I contacted the company on January 23, 2015 they claimed that the item was delivered to me but that was not the case. [redacted] from Brock beauty stated that the package may have been lost and requested that I obtain a letter from the post office indicating that the package was lost and could not be found. On February 20, 2015 I was finally able to obtain a letter from the post office consumer affairs stating that they will refund Brock beauty for the reshipment once Brock beauty files a claim with the post office. However when I spoke to the manager [redacted] she gave me a whole different story from [redacted] another Brock beauty employee. [redacted] said that she could not reship the item to me although it took me a MONTH to obtain a letter from the post office regarding the lost package. [redacted] didn't care to help me and basically told me that my money will not be refunded and I will never get a replacement item. The customer service at Brock beauty is very poor, they don't care about their customers and they are just pocketing innocent customers monies. A company like this should not be in business, according to other Revdex.com complaints many other customers have not received their packages either and Brock beauty didn't care to help them in any way shape or form.Desired Settlement: I would like a replacement item. I informed the manager at Brock beauty that my sister just survived cancer and she needs these infinity pills for her hair to start growing back healthy but [redacted] the manager didn't care, she said I can't help you. I JUST WANT MY BOTTLE OF PILLS THATS ALL.

Business

Response:

To whom it may concern:

Review: I ordered a 6 month supply of vitamins @$144.00 I made the order online & it was placed 3/20/15 I haven't recurved my vitamins or money. I have tried calling the customer service & they say it hasn't been returned, according to my bank statement's they have recurved the funds. I keep calling & I'm getting no where.Desired Settlement: My bank is working to investigate the transaction I had to do a stop payment process, so the fees is $29.

Business

Response:

To whom it may concern:

Review: I ordered 2 bottles in August and the post office claims that they tried to deliver and that they couldn't because the addressee was unknown which I'm sure they didn't even try because they've delivered many things to me.But anyway long story short they sent it back. I called Brock and they told me that once it was received they would send me an email and send it out again, that was about 2 weeks ago so I called today to follow up and the customer service person told me it was still in transit.She asked me to verify the shipping address so that when they get it it could be shipped out so I gave the same address and told her to add 2nd floor so that there wouldn't be any confusion with USPS she proceeds to tell me that because it didn't have the 2nd floor on the original address that I would have to pay an additional shipping fee because of that. I told her I didn't think that should be a reason to charge me and I was going to cancel my order, she said fine and that I would have to wait until they receive it to receive the refund. Now I don't have a business but if I did and someone told me they were going to lose my business because of it I would make it a point to try and make the customer happy in order not to lose them but that wasn't the case here and that's very disappointing so I guess I will not be buying anything else from brock beauty...Desired Settlement: I would like to receive the product without having to pay an additional shipping fee.

Business

Response:

To whom it may concern:

Review: I ordered a 2 month supply of vitamins on 7/14/15 and the package was noted as delivered on 7/22/15 in the early afternoon. When I got home to no package I contacted the company and was instructed to file a lost package claim with the USPS. I called and filed an investigation claim and was told the package was scanned as delivered and there was nothing else that could be done. Because I paid for priority shipping I was expecting the insurance to kick in. The post office said the package was NOT shipped priority and in turn was not insured. When I contacted Brock Beauty I was told if I had purchased a 3 month supply it would have been insured even though I paid for the more expensive shipping option. I asked to speak with a supervisor and she was "unavailable" I emailed support yet again and no response. I was understanding through the USPS claim submissions but less understanding that I have paid for a product and a delivery method and neither have been honored.Desired Settlement: I would like my money refunded or a replacement product shipped to me

Business

Response:

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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10756974, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They have provided no additional assistance or insight that I did not already have! I understand it says delivered but it was NOT! Paying for priority shipping one would think it would cause me not to have to spend time and energy tracking down a package that could have simply been delivered to the wrong address. Given the number of complaints to the Revdex.com about shipping you would think to keep customers you would simply apply the money that is paid to you on a better means to ship products. I have called the post office several times and completed an investigation. It would appear the mail person has not confessed to making a mistake at this time and I am the one who has to suffer. I would be responsible if I were shipping something back to you in some cut rate manner and you did not receive it correct?

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10756974, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

After discussing the claim with the consumer affairs at the post office they continued to deny my claim and let me know that claims are not accepted on behalf of the person receiving the goods. The sender of the package needs to file the claim to which you all are refusing to do. I have also received an excessive amount of emails in my inbox, over 40 emails in three hours with no link to unsubscribe. As of 2008 all emails are required to have an opt-out option and these do not. I will be filing a harassment claim. I all I wanted was the product that I paid for an not to be harassed for being dissatisfied.

Regards,

Business

Response:

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

Consumer

Response:

I received a call from a very nice supervisor at the company and as a one time courtesy they are going to re-ship the product. That is all I can ask for!

Regards,

Review: I can't get any information about my order , I can't even truck my shipment , call the company so many times with out no responseDesired Settlement: I want my money back

Business

Response:

To whom it may concern:

Review: I purchase a bottle of hairfinity on 06/09/15 and I received the product on 06/17/15. When I received the bottle the safety was broken material smudged around the bottle. I wipe the black material with my finger, and I examined it closely. I could not tell what the material on the bottle was. I called Brock Beauty immediately. I spoke with Kimberley T[redacted] and I explained the issues to her, and I was told to take a few pictures of the product and email it to her. Ms. T[redacted] continued by saying if her and her manager approve they will accept the bottle for a return. At this time I became highly annoyed because I was sent a product with a broken seal and black material on the bottle, which contains a product that could have been tampered with and I have a representative of the company telling me only if her and her manager approve the company will take the bottle back, and exchange it. Then I would get an email with a return label to send the product back to the company.I also had to take time out of my busy day to take pictures and email them and take time from my lunch break to take the package to the post office.Ms. T[redacted] told me once I sent the product off she would send out the new product. The following day I did as I was instructed, and when I called in it was different story now I was being told that the item had to be on the way back. I had a receipt with he return label and the date and that was not good enough. This is the worst customer service I ever experience this company treated me as if I was trying to steal from the company. This was my fifth bottle of hairfinty and I never had a problem like this. The product shouldn't of been sent out to me in that condition now I am being inconvenienced. Now I have to wait another 5-7 business days to get my product which is ridiculous.Desired Settlement: I want a replacement and overnight shipping

Business

Response:

To whom it may concern:

Review: I ordered this product on february 27, 2015. I have called the numbers they have listed on the website the line is always busy and there was another number and the line just constantly rang. I would like for my money to be replaced. thank youDesired Settlement: I want a refund of my money

Business

Response:

To whom it may concern:

Review: I have not heard from the online order or the company and I have been waiting since 12/28/14 and I found out I can get their product at Sear that is less then ten miles from my home. I want this order canceled and $121.99 returned to my American Express which I will dispute if it has not been returned in the next week. I found out that I am not the only one waiting on them to send or even send an email.Desired Settlement: Refund to American Express card

Business

Response:

Hi,