Karen's Body Beautiful

Review: I placed an order for a product listed on their website as "Creamyliscious hair cream" on Wednesday, December **. I received an order confirmation email that same day. After four days of my order still ''processing" I contacted them on Monday, December **to find out when it would complete processing and ship. This is the email response I received:

KBB

"Thanks again for ordering with [redacted]'s Body Beautiful. Orders generally takes 1-5 business days to process before they ship, we anticipate that it will ship within that time frame, once your order ships you will receive a shipping notification.

Kind regards,"

I followed up explaining that when I have ordered before, the order processes and ships within 3-4 days. I received the following response:

KBB

"My apologies for the misunderstanding,this information is on our order confirmation page at checkout.

Our order fulfillment department updated the status on your order and informed me that this item is out of stock. A refund has been issued for your order. We apologize for the inconvenience. Please enjoy 20% off your next order using coupon code 20off , this code expires 2/**/2014.

We appreciate your patience,"

When I emailed back asking when the item would be back in stock, I got no response. My intention was to just wait and receive the item on backorder rather than going through the Paypal refund process on which takes 3-4 business days for the money to go back into a bank account. When I checked the website again, the item was still showing in stock. When I checked the company's facebook page that same day, Monday December **, they were advertising the product with a link to the order page, even though it was apparently out of stock. See below:

KBB

Karen's Body Beautiful

December **· Edited

Heat styling your hair this holiday? Don't forget KBB Creamylicious for Heat Protection Perfection! It styles, moisturizes and protects hair from thermal damage, while preventing breakage: [redacted], [redacted] and 14 others like this. [redacted]-Hair That is one of my favorite products ever.

December **at 8:51am via mobile · 1 [redacted]'s Body Beautiful Thank you, [redacted]-Hair. We're sure pleased it's doing its thing for your hair!

December [redacted]at 9:13am

On that same day, Monday, December **after receiving no email response, I called the company on the two customer service phone numbers they have listed on their webpage and paypal ###-###-#### and ###-###-####. Both numbers took me to the same voicemail system. There was no live person. That same day, I emailed them letting them know that I could not reach them via the phone numbers they listed and if they had a direct line.

On Tuesday, December **, they emailed me back stating that I could reach them through their usual customer service number (###-###-####) although I told them it takes me directly to their voicemail box. When I emailed back asking if they could call me (which they have done in the past when there was an issue with an order) and that I was interested in finding out when the item would be back in stock, I got no response.

I tried contacting the company via facebook/twitter since there is someone updating their social media pages everyday. There was still no response, although the person was updating the page. First, the company should have a real phone number listed for their business where the customer is not directed to a voice mail. Second, they should ensure an item is in stock before charging a customer's credit card and sitting on the order until the customer notices the item has not been shipped.

This issue could have been resolved with simple communication over phone or even email letting me how I wanted to proceed since they already charged my card, or issuing me a refund and letting me know when the item would be back in stock for me to order. However, they continue to be unresponsive and have ruined the Christmas gift that the item was intended to be. As of now, I am still waiting for my refund to post back into my bank account so that I can get another gift.Desired Settlement: 1. Send item as promised since it was a gift for my sister. 2. Update phone number and/or availability via phone. That is the #1 rule of customer service, having a reliable way for the customer to reach you since they are giving you money before you give them a service/product. 3. Identify items on your website that are out of stock OR do not allow processing of customer's credit card for items that are not in stock.

Consumer

Response:

Full name: [redacted], I do not give permission for my name to be published in online records.