Natural Essentials

To whom it may concern:We sincerely apologize for the inconvenience this issue has caused Mrs [redacted] We do offer price match on a product if we are able to verify the reduced online priceMrs [redacted] contacted us requesting the price match through email and also our Live Chat option The customer service representative who was responding to the Live Chat was not aware of the price match rules and let Mrs [redacted] know that her request was deniedOnce Mrs [redacted] received the news that we would not be able to price match she requested the order to be cancelled and refundedWe then received an email with the same request and the website to confirm the lower priceWe were then able to price match the itemWe let Mrs [redacted] know that the request was accepted and if she was to place another order we would price match her orderMrs [redacted] placed the order again and we issued a refund for the price match along with the shipping costsWe also issued a $in store credit for her inconvenience for future orders.We are retraining our customer service representatives on our price match policies to ensure this does not happen in the future.We Thank You and Mrs [redacted] for bringing this matter to our attention.Respectfully Submitted,Ashley L***Customer Service Training ManagerBulk Apothecary

Initial Business Response / [redacted] (1000, 9, 2016/03/04) */ [redacted] On Febrauary 18th I attempted to contact the customer twice to resolve her complaint regarding order # [redacted] and wasn't able to connect with herI left her a voicemail and sent her an email outlining the following informationAt this time her order has been shipped via USPS and the tracking number is [redacted] and it was delivered to her place of residence on 2/19/Secondly, for the delay I have submitted a full refund for her shipping charges in the amount of $which has already been credit back to her credit cardLastly, For her inconvenience with this order I have placed an in store credit in her account for $which exceeds the amount she requested

Customer contacted our office on 12/1/Customer was told a shipping mistake was made and a call tag/return authorization was immediately issuedA refund was processed and customer was instructed it would take 3-days for the refund to be credited to his account.Customer returned called on 12/4/and refund was verified.I believe customer should be satisfiedThank You

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Initial Business Response / [redacted] (1000, 11, 2016/05/23) */ I have reviewed the customers complaintBased on our operating procedures and our SOP's it is impossible for the complaint she has stated to occur We manufacture and distribute products that are identical in appearanceThe same size bottle, label, product are used in products producedTherefore, Ms [redacted] 's statement that she received the same bottles in her reshipped order establishes our packaging standardsThe one variable would be the batch code on the bottlesAll bottles filled by our company have a unique batch identification number As for our packaging of products prepared for shipment, Ms [redacted] states we used the same materials for her reshipped orderOnce again, further enhances our commitment to a strict packaging standard to be used on all packaging Lastly, when returns are processed by our company, a return number is assignedOnce we have verification in our Ship Station system that indicates a return is processing, we authorize a re-ship of product damaged for our customers When we receive the return from the customer, our returns department logs the return, verifies the customer has either been credited on their account or a new shipment of merchandise has been sentThe returns department ascertains if the problem was a packaging problem, or a shippers problemGreater then 70% of returns received are the fault of UPS, Fedex, or USPSFor these we file a claim with the responsible shipper If we find it was another issue for the return, the return is inspected for broken seals or dented bottles, damaged labels etcContainers that have been opened are disposed of following the guidelines of the State of Ohio As an approved FDA manufacturing facility we strive to maintain the highest standards of manufacturingWe are not perfect, however, the accusation presented by Ms [redacted] is completely unfoundedIf Ms [redacted] wishes to contact me personally, I will be more then happy to discuss any other concernsI can be reached @ (330) 562- Respectfully Submitted Gary *P [redacted] President Natural Essentials, Inc

Customer contacted us on 3/that they were not satisfied with the smell of the castile soapWe let the customer know if they were not satisfied with the product they will need to return the product and include a Return Goods Authorization formThe customer contacted again on 3/demanding a
return labelReturn labels typically take 3-business days to be sent out via emailWe notified the customer that the label will be sent via emailThe return label was sent on 4/We still have not received the return for the productOnce we receive the product we will issue a refund for the purchase price of the product along with partial shipping

I am rejecting this response because:
I would like to express my disappointment from the company's unsatisfactory level of service and unprofessional replies to my complaintsI have expected much more from a prestigious and reputed company of your standardUnfortunately, I do not accept your replyFirstly, I would like to explain the amount of saponified fatty acid will affect how the lather behaves, which was poorlyThe soap did not lather at allAlso, if the Castile Soap is made with Unsaturated fatty acids, it will go rancid faster as the double bonds can react quickerTherefore, it was not only was I unsatisfied with the product smell, because the oil had gone bad while sitting wherever it was stored, but, Bulk Apothecary sent a DEFECTIVE soap that did not latherSecondly, I was initially told I would receive a shipping label for a DEFECTIVE productI did not "demand" but simply asked where the document I was suppose to receive where Richard Reed replied with a - day wait for the label....not - daysIt was not until the end of the days did I start "demanding" a manager to handle the situation that should have been fixedThen I received a shipping label with the excuse of it being sent to my spam folderWhich I checked and it was not thereAlso, if it had been sent to my spam, both emails would have been received in the same manner and not just the one being received in my inbox and the second nowhere to be found The attachment show the conversationsI would like to be issued a refund for the purchase price of the product along with full shippingI hope you agree with me that this is not acceptable under any circumstancesI trust that you will deal with this issue in a top urgent fashionI also trust that you will take the necessary precautions to prevent such incidents in the future

Initial Business Response /* (1000, 5, 2016/03/28) */
***
Dear Anthony,
Please accept my sincere apology for the delay with your orderDue to a glitch with our payment
processing company we never received this order in our systemI have submitted a full refund for this orderAlso, as a customer service gesture I am still shipping out the product free of charge so you can sample our product
Thanks,
Carey
Initial Consumer Rebuttal /* (2000, 7, 2016/03/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because I was refunded the cost of the order that was placed on February 24th,

Ms*** was contacted via telephone and emailThe product she has been wanting that has been ob backorder from our supplier will be in and shipped to Ms*** per her requestBulk Apothecary has also provide Ms*** with a discount for her inconvenience. Thank You *** ***

I am rejecting this response because:before placing the first order I did do the live chat and email Richard R[redacted], both confirming price match guarantee. It wasnt until after the order was placed and money taken from account, was this price match denied. All of this after I had already confirmed they would match. The price match wasnt matched until I mentioned that I would contact the Revdex.com about these policies. A second order was then placed and a $30 credit towards future purchases. I was first told they would price match, then denied after money was taken.  Price was only matched after Revdex.com contacted then I received refund. This business rebuttal doesnt match facts, it is backwards.

On Tell us why here... On January 24, 2018 customer, Mr.[redacted], was overnighted product. Product was delivered January 25, 2018. Customer was also issued a store credit for inconvenience via email on January 24, 2018. Customer service attempted to contact Mr. [redacted] by telephone, however, phone...

number was disconnected. We believe Mr. [redacted] should be satisfied with our service. Thank You [redacted]President

Ms. [redacted] requested a refund for product that was ordered and not shipped due to the item being out of stock. Customer was contacted via phone and email on January 5, 2018 to determine if she wanted a refund or to continue to wait for the product to be shipped when stock was...

available.  Ms. [redacted]. contacted the Revdex.com on January 10, 2018 5 days after our office contacted her requesting a response. On January 13, 2018 customer was contacted via live chat. After live chat response, customer requested a refund. The refund was placed on the refund sheet on January 15, 2018 and the $79.00 was scheduled to be refunded. Ms. [redacted]. has been refunded the $79.00 and therefore, there is nothing else to resolve that we are aware. Respectfully Submitted Gary [redacted]PresidentNatural Essentials, Inc.

Initial Business Response /* (1000, 5, 2016/05/02) */
This customer ordered an incorrect size bottle caps on 4/5. She called in about this on 4/18. The very next day we sent caps and a rep refunded her in the amount of $10. She received these caps on 4/25
The customer placed a second order on...

4/12 and was refunded $15.80 for shipping and the caps for the previous caps being the incorrect size.
On 4/24 the customer placed another order for caps and was refunded this whole order in the amount of $17.90 for the inconveniences on previous orders.
This customer has been sent caps three different times and has been refunded in a total amount of $43.70.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
The information they have given you is false I have received two credits one for 17.90 plus 10.00. I have not received the credit for 15.80 as of yet. Once received this matter can be resolved.
Final Business Response /* (4000, 9, 2016/05/05) */
To Whom it may concern.
My Name is James R[redacted] Jr.I am the sales account manager for Bulk Apothecary. I spoke to [redacted] personally this morning on 5/5/16 [redacted] and myself have come to a resolution on this matter . [redacted] has been refunded for her items and I have apologized to her for the miscommunication and inconvenience to her. I believe we are in good standing now with each other as she has advised me to let you know she is satisfied with the resolution per our phone conversation. Thank you and have a great day.
James R[redacted] Jr
Sales Account Manager
Natural Essentials/Bulk Apothecary
[redacted]
Final Consumer Response /* (2000, 11, 2016/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2016/04/20) */
On 4/7/2015 this customer was double charged in our system in the amount of $132.84.
On 4/12 the customer notified us of this double charge and we attempted to refund. We were unable to do so in the system as the customer was already...

refunded for an out of stock item. We were able to escalate the situation to upper management to have the refund issued.
On 4/13 we notified the customer that the refund of $132.84 was issued and we gave her a transaction id of [redacted]. We also let the customer know that the refund may take 3 to 5 business days to return to her bank account.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I only received a partial refund of 128.89.
Final Business Response /* (4000, 9, 2016/04/28) */
On 4/7/2015 this customer was double charged in our system in the amount of $132.84.
On 4/11 this customer was refunded in the amount of $3.95 for an out of stock item.
On 4/12 the customer notified us of this double charge and we attempted to refund. We were unable to do so in the system as the customer was already refunded for the out of stock item. We were able to escalate the situation to upper management to have the refund issued in the same day.
On 4/13 we notified the customer that the refund of $132.84 was issued and we gave her a transaction id of [redacted]. We also let the customer know that the refund may take 3 to 5 business days to return to her bank account.
On 4/28 while further investigating this matter, we did notice that there was a discrepancy with the second refund amount. We have now issued a third refund in the amount of $3.95.
There will not be any charges with her bank for refunds being issued.
I will attach screen shots of the refunds to this customer. We have also issued a $25 store credit to this customer on her customer account with our website.

Initial Business Response /* (1000, 9, 2016/03/04) */
[redacted]
On Febrauary 18th I attempted to contact the customer twice to resolve her complaint regarding order #[redacted] and...

wasn't able to connect with her. I left her a voicemail and sent her an email outlining the following information. At this time her order has been shipped via USPS and the tracking number is [redacted] and it was delivered to her place of residence on 2/19/2016. Secondly, for the delay I have submitted a full refund for her shipping charges in the amount of $10.34 which has already been credit back to her credit card. Lastly, For her inconvenience with this order I have placed an in store credit in her account for $20 which exceeds the amount she requested.

To whom it may concern:We sincerely apologize for the inconvenience this issue has caused Mrs [redacted] We do offer price match on a product if we are able to verify the reduced online price. Mrs. [redacted] contacted us requesting the price match through email and also our Live Chat option....

The customer service representative who was responding to the Live Chat was not aware of the price match rules and let Mrs. [redacted] know that her request was denied. Once Mrs. [redacted] received the news that we would not be able to price match she requested the order to be cancelled and refunded. We then received an email with the same request and the website to confirm the lower price. We were then able to price match the item. We let Mrs. [redacted] know that the request was accepted and if she was to place another order we would price match her order. Mrs. [redacted] placed the order again and we issued a refund for the price match along with the shipping costs. We also issued a $30 in store credit for her inconvenience for future orders.We are retraining our customer service representatives on our price match policies to ensure this does not happen in the future.We Thank You and Mrs. [redacted] for bringing this matter to our attention.Respectfully Submitted,Ashley L[redacted]Customer Service Training ManagerBulk Apothecary

Customer contacted our office on 12/1/2017. Customer was told a shipping mistake was made and a call tag/return authorization was immediately issued. A refund was processed and customer was instructed it would take 3-5 days for the refund to be credited to his account.Customer returned called on...

12/4/2017 and refund was verified.I believe customer should be satisfied. Thank You

Initial Business Response /* (1000, 11, 2016/05/23) */
I have reviewed the customers complaint. Based on our operating procedures and our SOP's it is impossible for the complaint she has stated to occur.
We manufacture and distribute products that are identical in appearance. The same size...

bottle, label, product are used in products produced. Therefore, Ms. [redacted]'s statement that she received the same bottles in her reshipped order establishes our packaging standards. The one variable would be the batch code on the bottles. All bottles filled by our company have a unique batch identification number.
As for our packaging of products prepared for shipment, Ms. [redacted] states we used the same materials for her reshipped order. Once again, further enhances our commitment to a strict packaging standard to be used on all packaging.
Lastly, when returns are processed by our company, a return number is assigned. Once we have verification in our Ship Station system that indicates a return is processing, we authorize a re-ship of product damaged for our customers.
When we receive the return from the customer, our returns department logs the return, verifies the customer has either been credited on their account or a new shipment of merchandise has been sent. The returns department ascertains if the problem was a packaging problem, or a shippers problem. Greater then 70% of returns received are the fault of UPS, Fedex, or USPS. For these we file a claim with the responsible shipper.
If we find it was another issue for the return, the return is inspected for broken seals or dented bottles, damaged labels etc. Containers that have been opened are disposed of following the guidelines of the State of Ohio.
As an approved FDA manufacturing facility we strive to maintain the highest standards of manufacturing. We are not perfect, however, the accusation presented by Ms. [redacted] is completely unfounded. If Ms. [redacted] wishes to contact me personally, I will be more then happy to discuss any other concerns. I can be reached @ (330) 562-8022.
Respectfully Submitted
Gary *. P[redacted]
President
Natural Essentials, Inc.