The Natural Baby Company

1) This person was banned from all of our online communities for the continued harassment of our staff and social media administrators.2) Her removal from our online communities, including our private *** [redacted] page on [redacted] , in no way affects her personal standings with her ***, her [redacted] or any other of her entities.3) Due to the malicious and continued nature of her actions, her removal from our communities is permanent and she will not be reinstated.?

Complaint: [redacted] I am rejecting this response because:The accusations made by this representative are slanderous and incorrectI have only ever reached out to admins, CEO, and the social media team when members of their admin team who are also employees violate the rules they try to enforce, cyber bullying other people who they have kicked out, or have shown racism towards women of colorI can show proof of all that I have statedThe founder has said me asking for the social media to to be reassigned to other areas of the company for participating in these above mentioned items is harassmentShe has also condoned these actions saying she supports the rights for her team to do so as she sees it as defending themselvesThe only other comment was on a public post where the founder called out a racist action on her personal [redacted] which she has used as a personal marketing tool as wellThe response was to a a question she asked publicly. She asked, "As parents......what are YOU doing to ensure your children are raised with kindness, inclusivity [sic], and integrity in their hearts?" and I responded "It's horrible to also see how people respond to racism and bullying when behind closed doors" and posted a link with an open letter concerning unethical choice made concerning bullying and racism around GroVia and The Natural Baby Company. If the harrassment from that comment offended or scared her so much why did she wait over hrs before blocking me from her [redacted] She only did so after I contacted them about being banned and after this complaint was madeFurthermore, the banning with open transactions does affect my [redacted] as in the terms and conditions of each invoice I have sent out states that I am doing a giveaway and will post the winner with the live video link in the comments of each postAs well as, I have items currently in the process of delivery and questions that were being asked on each postBy violating the terms of the invoice, I can have transactions disputed and have a advertising claim done on me as wellThis effects not only my B/S/T name but also my [redacted] since my [redacted] is linked to my [redacted] . The attached photos are screenshots of the action I made just prior to being kicked outSince I am allowed four only, I am unable to upload the other documentation I have including where I was not block by Kim O***, the CEO who personally said she banned me from their buy, sell, trade group. The action I am still requesting is to be reinstated until I am able to conclude all my open business which includes the giveaway and a personal public apology from Kim O [redacted] Sincerely, [redacted]

Please allow me to clarify for you. I am the Director of Customer Service and am only completing this form on behalf of Kim O***, the owner. She is the one replying to this complaint and I am just facilitating this for her by typing her response.We have repeatedly asked Ms *** to stop contacting us and our staff The attached screen shot is just one of many instances of Ms ***’s intended trolling and harassment of our online communities (GF=GroVia Families *** Page).We will not tolerate this type of behavior We will not reinstate Ms *** and there will not be any apology from us

Complaint: ***
I am rejecting this response because:I understand that I am probably communicating with various individuals who are not familiar with the whole storyThat screenshot was taken from a closed groupAs explained in the email to Laura with the social media teamThat was taken out of contextThe rules I had planned to violate was within the group that the screenshot was taken know as *** *** ***I had plan to ask the admins within GroVia Families why they were not promoting a "clothy" and positive environment as stated in the August 26th post by GroVia within GroVia Families by making fun of mother who had expressed differing opinionsAn admin and mod one of which who responds to the social media emails had created profile pictures mocking some of what was said in private vents within a group that bans screenshotsHowever someone violated that rule multiple timesGroVia Families has this same rule included no deleting of post but their own social media team violates this but bans other who do so to their groupIncluding banning a mom for using a curse word when speaking about racism but the admin/mod was allowed to remain in the group with a curse word in her profile pictureThis action was defended by Kim O***I have multiple screenshots of an email exchange but am only allowed to upload a certain number of photosI still have never violated a rule of any of the GroVia groupsIn fact this is the first time I have shared any of the screenshots that I have from GroVia FamiliesI have also included my most recent contact with The Natural Parenting Company to let them know one of there employees and admins of their BST group was violating ethics which they talk against members doing in their own group in another groupThe post has since been taken down but I believe sales were made and I have screenshots of the entire post and comments as wellI do believe GroVia is stalling until I have completed my auction for my remaining itemsHowever if it ends and I do my giveaway before being reinstated, I will be seeking further action.I have now changed my resolution to being reinstated to all GroVia groups including Grovia Families and the official BST group as well as a public apology from the entire GroVia team for not only myself but the other families they have wronged on their company pageI especially would like a personal apology from Kim O*** and Laura B***The bullying from Kim and members of her team *** * *** ** *** *** *** *** *** This is the reason I want back in the groupsThere needs to be a nuetral person holding this company and their employees accountable for their words and actions including threatening moms with legal action for speaking outIf I am not mistaken, they may fall under whistle blower protection
Sincerely,
*** ***

1) This person was banned from all of our online communities for the continued harassment of our staff and social media administrators.2) Her removal from our online communities, including our private ***/***/*** page on ***, in no way affects her personal standings with her ***, her ***
or any other of her entities.3) Due to the malicious and continued nature of her actions, her removal from our communities is permanent and she will not be reinstated.?

Complaint: [redacted]
I am rejecting this response because:The accusations made by this representative are slanderous and incorrectI have only ever reached out to admins, CEO, and the social media team when members of their admin team who are also employees violate the rules they try to enforce, cyber bullying other people who they have kicked out, or have shown racism towards women of colorI can show proof of all that I have statedThe founder has said me asking for the social media to to be reassigned to other areas of the company for participating in these above mentioned items is harassmentShe has also condoned these actions saying she supports the rights for her team to do so as she sees it as defending themselvesThe only other comment was on a public post where the founder called out a racist action on her personal [redacted] which she has used as a personal marketing tool as wellThe response was to a a question she asked publicly.? She asked,? ? "As parents......what are YOU doing to ensure your children are raised with kindness, inclusivity [sic], and integrity in their hearts?" and I responded? ? "It's horrible to also see how people respond to racism and bullying when behind closed doors" and posted a link with an open letter concerning unethical choice made concerning bullying and racism around GroVia and The Natural Baby Company.? If the harrassment from that comment offended or scared her so much why did she wait over hrs before blocking me from her [redacted]She only did so after I contacted them about being banned and after this complaint was madeFurthermore, the banning with open transactions does affect my [redacted] as in the terms and conditions of each invoice I have sent out states that I am doing a giveaway and will post the winner with the live video link in the comments of each postAs well as, I have items currently in the process of delivery and questions that were being asked on each postBy violating the terms of the invoice, I can have transactions disputed and have a advertising claim done on me as wellThis effects not only my B/S/T name but also my [redacted] since my [redacted] is linked to my [redacted].? The attached photos are screenshots of the action I made just prior to being kicked outSince I am allowed four only, I am unable to upload the other documentation I have including where I was not block by Kim O[redacted], the CEO who personally said she banned me from their buy, sell, trade group.? The action I am still requesting is to be reinstated until I am able to conclude all my open business which includes the giveaway and a personal public apology? from Kim O[redacted]
Sincerely,
[redacted]

This company also runs a facebook buy, sell, trade page for their product. I sold an item on the page for $15 shipped. According to their vague guidelines, I was allowed to charge $10+shipping to the buyer, but not word it $15 shipped. For this, they publicly- on their b/s/t page of 5,000 people disclosed the details of my order and what I paid. I sent them an email letting them know that it was probably illegal to disclose my order information, and within minutes they removed me from the page, and deactivated my account on the gro-via.com website. I no longer have access to my order history, and I assume warranty services.

Talk about cyber bullying.. if you assume your order and credit card information is safe with this company.. think again. Stay far away. I hate to say it, but this is a woman run company that gives other woman run companies a bad name. How vindictive and petty of them. You would think they would have sent me a message telling me that I couldn't word my listing the way I did. I would have fixed the post and that would have been the end of that.

Review: I purchased [redacted] cloth diapers from our local diaper store on February 13, 2013. I received the product the following week and began physically using them in April 2013 when we ran out of the disposable diapers we had purchased for the first couple months. By September, seven of the soaker pads had holes in them. I contacted them this week after speaking with the owner of the local diaper store. The owner assured me with the receipt the company would replace the item because it would be covered under the one year warranty. When I spoke with the customer service representative she was extremely rude and offered no help. She was very argumentative and explained that I did not have a sufficient stash size even though I only cloth diaper 8-10 hours a day. The warranty states that it would be void if you have an "excessive wash routine." However, I wash my diapers the same amount of times as they recommended, just half as many diapers. I have contacted customer service three times by phone, email back and forth and through social media via [redacted]. I have only ever been in contact with a woman named "[redacted]" who is the "Director of Customer Service" and a girl "[redacted]" on [redacted]. I ask that the issue be escalated to a higher level and was informed by "[redacted]" that their "team reviewed my photos and made a decision." I explained to them I would be in contact with the Revdex.com, and requested any further communication be via email so there was a record of the information shared between us. "[redacted]" also said my "top load washer and detergent contributed to the damage shown" although the warranty does not say these factors will void your warranty.Desired Settlement: I only want to be refunded for the damaged product. I will be selling my diapers and will not be doing business with this company any more.

Business

Response:

I am writing to provide you with a response to the above-referenced customer complaint. I am sorry we have been a little slow to respond, but a large part of our company has been away from the office for our largest tradeshow of the year. Which brings up one piece of anecdotal evidence about the ethics and upstanding reputation of our company. You probably cannot tell this from “the outside” but we are not just a retail store. We are also a manufacturer of the product in question.. .[redacted] cloth diapers. I just want to point out to you that we have been producing these products for nearly 5 years, selling them to literally thousands of retail customers from our store and website every year, AND maintaining strong relationships with hundreds of retailers across the country that resell our products. In all of that time - as you can easily see from your own website - we have had 0 “closed complaints” with your organization. To me, that indicates that we follow strong ethics as a company, and that we consistently deliver the level of customer service and warranty that we promise to our customers.

I am under the assumption that you have seen and reviewed the entire chain of communications between our customer service department and Ms. [redacted], but if that is not the case you will find the entire communication file attached.

At this point, I have to be honest that I do not have a lot to add to how our customer service managed this issue, as it was in keeping with our normal approach to similar situations. Our stance on this specific matter is the following:

1. We offer a fairly generous warranty policy to protect our customers from situations where they experience a manufacturer’s defect, such as a snap that breaks prematurely or a seam that comes undone for no apparent reason. The entire policy can be reviewed at [redacted]. Given that the items we sell are washable and reusable, this warranty has NEVER been intended to cover damage from overuse or improper use. Instead, we provide a whole host of educational and supporting material to help our customers lengthen the life of products that are - by their very nature - not intended to last forever. That would be like expecting a cotton T shirt to be washed every other day for 2+ years without sharing any sign of wear.. .unfortunately, that just doesn’t happen in the real world.

In the case of this specific complaint, Ms. [redacted] was doing two things that would tend to shorten the life of the product in question. They are the following:

a. Using too few diapers, resulting in each of them being laundered too frequently. Throughout our marketing material and website we make clear explanation of how many diapers are required to keep our products in functional shape. The following web page in particular makes the statement very clearly, and the last two sentences seem particularly appropriate given this specific complaint. [redacted]. I have pasted our instructions here for your easy reference:

Underestimating stash size.

We cannot stress enough how important stash size is. Whether using sized or one size diapers you MUST have enough diapers to not only last between washings, but also rotate your stash. With a one size diapering system we recommend enough diapers for at least 24-36 CHANGES. Even a system like [redacted]'s Hybrid requires at least 12-18 Shells and 24-36 Soaker Pads for full time diapering. Any less than this means excessive wear and tear on your diapers that are being used on a daily basis. There is not a single other piece of clothing that gets used and washed as much as a cloth diaper, yet we expect them to last through many months or even years of use. Remember, the less often you have to wash your diapers and covers, the longer they will last. If you choose to diaper with a smaller stash, plan on replacing your diapers every 6-9 months. Don't expect one-size diapers (or sized diapers!) to last 2 years if you only have 10-15 in rotation!

It is important to note that Ms. [redacted] seems to be arguing that her use does not qualify as “full time” cloth diapering. I would like to explain to you how we arrive at the above recommendation on number of diapers needed, as it is actually fairly common sense and important to understanding this situation. Our estimate is based on the fact that the average baby requires about 8 diaper changes per day, and that you should NOT launder diapers (that you want to last over time) more than once every 3 days. In one of Ms. [redacted]’s emails, she explained that she changes her baby about 8 times per day, which places her use easily in the “full time” category. And the fact that she launders our products every other day puts them into a “stressed” condition, particularly if her rotation is not “full” and that some of the diapers end up getting used and laundered more frequently than others. This second danger is best avoided by using a larger stash size, as this danger is more easily “averaged out” over a larger number of diapers than it would be with a small number.. .it’s just a matter of simple math.

Using laundry detergents that are too harsh for the natural fibers used in our products. Again, this is explicitly spelled out in our marketing materials and website. In this case, I haven’t quoted the entire page here because it is too large for this letter! [redacted]. As you can see from this page, there is a fairly long list of detergents that are NOT too harsh for our products. Unfortunately, the detergent that Ms. [redacted] chose to use is also NOT on this list.. .which is because it is way too harsh for our products. As you can imagine, we try to avoid using our website to come

straight out and say “You can not use Brand detergent with our diapers”

because we do not want to create a sour relationship with the company that sells

Brand . This is just good business and respectfulness for a fellow

manufacturer.

Ultimately, Ms. [redacted] received the same level of service and respect as any other customer has experienced with our company and products. And as mentioned above, thousand and thousands of customers have been satisfied and happy with our level of service. While we certainly can commiserate with her frustration, we also have dealt with other similar complaints in which the customer realized that our instructions were communicated very openly and clearly. I could see how you might judge us differently had we “hidden” any of this information in some way, but that is just not how we do business. Part of our job as a leading brand in our industry is to educate consumers - both about our products, but also how to take care of them. While this can sometimes make sales of our products difficult (people hate to hear about any downside or difficulty with a product, such as needing to buy more product than they want to!), we just think that full disclosure is the ethical and right way to operate.

Thank you for your attention to this matter, and I trust that this will clear up any issues outstanding for us with your organization. Please don’t hesitate to contact me directly if there is any more information that we can provide.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]