Eden's Garden

Hello,We are an online business, and our policy with damaged items is that the customer must send us a photo of the damaged item in order for us to reship or refund. We state this both on our direct website, as well as our Amazon storefront. We will provide screen shots in the attached files, as well as copy and paste the information below. We were not given a photo of the damaged items in this order, and therefore cannot refund or reship as this goes against company policy. We apologize for the inconvenience. If the customer is able to provide a photo of the damaged items we can proceed further. Direct Website Policy Listing- Damaged, defective or incorrect product(s) PoliciesDamaged, defective or incorrect product(s) must be reported to us within 30 days of receipt.Please email us at [email protected] ; include order number, a detailed description of problem and picture of the damaged, defective or incorrect item(s) received.Product will be replaced with an identical product (subject to availability) free of charge or refunded, whichever is preferred.Amazon Policy Listing-Damaged, defective or incorrect product(s) Policies 1. Damaged, defective or incorrect product(s) must be reported to us within 30 days of receipt.2. Please contact us and include order number, a detailed description of problem and picture of the damaged, defective or incorrect item(s) received.3. Product will be replaced with an identical product (subject to availability) free of charge or refunded, whichever is preferred.Please let us know if you have any further questions.In health and happiness,BellaEdens Gardenwww.edensgarden.com

Hello,
I reviewed the original correspondence between the customer in question, and one of our customer service representatives, regarding the damaged product that the customer receivedThe customer initially told us that "the lids
"">or something on the oils were not sealed and
were leaking." When we receive this kind of email, we ask for a photo of the damage for our quality control team to review, which our customer service representative didThough, the representative did not state that we are not able to send a replacement/ refund if we do not receive a photo of the damaged item in her original response, she did let the customer know after the customer stated they did not have a photo of the damaged items.
We do occasionally make exceptions to this policy depending on the circumstance, including if the customer is able to provide more information, such as which of the oils in a set or package leaked.
We apologize for the delayed responsePlease let us know if you need any more informationIn health and happiness,
Bella
Edens Garden www.edensgarden.com

Hello,
We are an online business, and our policy with damaged items is that the customer must send us a photo of the damaged item in order for us to reship or refund. We state this both on our direct website, as well as our Amazon storefront. We will provide screen shots in the attached files, as well as copy and paste the information below. We were not given a photo of the damaged items in this order, and therefore cannot refund or reship as this goes against company policy. We apologize for the inconvenience. If the customer is able to provide a photo of the damaged items we can proceed further. 
Direct Website Policy Listing- 
Damaged, defective or incorrect product(s) Policies
Damaged, defective or incorrect product(s) must be reported to us within 30 days of receipt.
Please email us at [email protected] ; include order number, a detailed description of problem and picture of the damaged, defective or incorrect item(s) received.
Product will be replaced with an identical product (subject to availability) free of charge or refunded, whichever is preferred.
Amazon Policy Listing-
Damaged, defective or incorrect product(s) Policies 
1. Damaged, defective or incorrect product(s) must be reported to us within 30 days of receipt.
2. Please contact us and include order number, a detailed description of problem and picture of the damaged, defective or incorrect item(s) received.
3. Product will be replaced with an identical product (subject to availability) free of charge or refunded, whichever is preferred.
Please let us know if you have any further questions.
In health and happiness,
Bella
Edens Garden
www.edensgarden.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I have repeatedly told the business that multiple oils were leaking and I threw the entire package away because the black cardboard box that contained the oils was wet with them and the smell was beyond overpowering. I did not individually open and categorize them. The business is asking me to have taken inventory, pictures, and all sorts of other unreasonable things this late in the process. If I told them I threw them away because of the extremely overpowering odor then why would I still have the oils in my possession or specifically be able to tell them the exact oils that leaked? This is unreasonable and unprofessional. They need to refund me the original purchase price. I have been extremely patient throughout this long, delayed process and it seems like they are unwilling to help in any way. They are dragging their feet and making excuses for a faulty product. ]
Regards,
[redacted]