Sundial Brands

Review: I placed an order on ** January 2016 for hair products African Black Soap Dandriff & Dry Scalp Elixir, African Black Soap Deep Cleansing Shampoo and African Black Soap Balancing Conditioner. To this date, I have not received my items. I contacted Sheamoisture by email on ** January 2016 to let them know I have not received my merchandise and what the [redacted] tracking information stated the shipment arrived at [redacted] Origin Facility [redacted] on January **, 2016 at 9:50 pm. There is no more information to this date on where my package is at. I have not received a response. I called the business on ** January 2016 and spoke with an operator who told me I had to call [redacted] to find my package because there is nothing they can do once the items are shipped. I don't know what else to do I either want my money refunded or the company to ship out the missing items ASAP! I look forward to any help you can assist me with in this matter.Desired Settlement: I want my money refunded or the company to ship out the missing items ASAP! I look forward to any help you can assist me with in this matter.

Business

Response:

Hello [redacted], Thank you for contacting Sundial Brands. We are sorry to hear of this situation, and sincerely regret any inconvenience our consumer experienced with her order. We checked our records for this order, [redacted], and see that the order shipped January **, 2016. We followed up with the carrier, which informed us that due to severe weather conditions affecting the Northeast at the time, shipments may have been delayed by the carrier. As of February [redacted], tracking became available and shows that the package was delivered on February [redacted], 2016 at 3:32 pm. The tracking through [redacted] is as follows: [redacted]. We are glad our consumer has received her products, and hope she continues to enjoy them. Please let us know if there is anything else we can assist you with. Best regards,

Review: I placed an order online with this company on 02/**/16 and received my order on 02/**/16 but did not open it until 02/**/16. When I opened my order it was wrong. I received something that was not even close to what I ordered. I emailed them on the same day it was opened and informed them it was wrong and didn't receive a response back until the next day asking for a picture of what I received. Keep in mind that when I told them my order was wrong I gave a description of what I received verses what I ordered. I replied back within minutes with the pictures as requested and received my tracking number for the correct product on the following day. I have been tracking my NEW package since the day I received it on 02/**/16 and the status has not changed from "[redacted]". I called [redacted] today, since it was a holiday yesterday, and to my surprise I was informed that he package has never left the SheaMoisture warehouse. I have tried calling their number several times and it rings and then hangs up on me. If I would have received my correct product none of this would have happen.Desired Settlement: Would either like my product or my money back.

Business

Response:

Hello,Thank you for contacting Sundial Brands. We have been in communication with the customer and have informed her that it takes a few days for her request to process. The customer has reached out to our Customer Service team regarding the incorrectly shipped product and the team provided a tracking number for the replacement. Our offices are closed during weekends and was not shipping during the recent President's Day Holiday. The tracking for the replacement product is [redacted] through [redacted] and will be shipping today overnight. This information has been relayed to the customer and we hope she enjoys the product she purchased. Thank you again for reaching out to us. If there is anything else we can assist with regarding this matter, please let us know. Best regards,

Review: Products were returned on April **, 2015, due to a deliver issue with [redacted]. SheaMoisture indicated they would issue a refund. They have not done so.Desired Settlement: I would appreciate it if SheaMoisture would issue a $73.00 refund.

Consumer

Response:

At this time, I have not been contacted by Sundial Brands regarding complaint ID [redacted].Sincerely,[redacted]

Review: Purchased two "Nubian Heritage" body wash products, Coconut & Papaya and Raw Shea Butter, at Whole Foods. Although the directions clearly indicate "apply to washcloth . . . " these products removed the dye from several 100% cotton facecloths. Despite several emails and telephone calls over a period of over two months, Customer Service had several reasons for the lack of response: vacation, information sent to R&D, awaiting response from R&D. Finally I received a telephone call from Customer Service that R&D concluded after "due diligence" there was no problem with the product(s) nor the product(s) label. I never received anything in writing from R&D to describe their due diligence. The best I could determine was that they had no other complaints and therefore the matter was closed.Desired Settlement: Since I had the misfortune of spoiling several Turkish cotton terry washcloths by simply following the label, I believe the label needs to be amended to include that essential oils may remove dye from terry cloth washcloths. I also believe I should be compensated for the several washcloths that were ruined ($75) as well as the cost of the two body wash products ($21.00).

Consumer

Response:

At this time, I have been contacted directly by Sundial Brands LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:This is the only response I received from Sundial Brands LLC:Confirming our phone conversation yesterday, I have followed up with our Quality Assurance team regarding your experience with both the Raw Shea Butter and Coconut & Papaya body washes. They have conducted their investigation and due diligence and have not found the results you experienced.The dye removal you have attributed to our products on your towels is the 1st such complaint we have received on these products and they have been on the market since 2011.Although not discussed yesterday I would like to inform you we typically hear about 'lime soap' or soap sm which is normally seen in tubs. If you live in areas with hard water natural cleansers may react and create this film around the tub.Our R&D team has suggested washing towels in hot water with Borax to lift any residue. Since the above is not the issue you have experienced and your complaint is the 1st of this type Sundial is not prepared to make any changes to our label based on this issue.Regards,[redacted]Director Customer Service[redacted]

Jo Ann W[redacted]

I purchased the Shea moisture shave honey and black seed no heat sugar wax. I have been waxing at home for at least 15 years so I'm not new to the process. I followed the instructions exactly as listed on the box and this product does not work. I tried several different parts of my body and it did not remove more than a few hairs from any location. I contacted the company and requested a refund based on their satisfaction guarantee. They do not honor this guarantee. They redirected me to the retailer which does not accept returns that are opened or used. Do not waste your money on this business.