Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hand soap from this vendor and it was not delivered to me - the picture *** sent wasn't my home and I believe it was delivered to the wrong address. I tried filing a missing purchase report with *** but they told me I need to resolve with the vendor. I emailed Joanna Czech 9/17/23 and they told me that because I didn't pay more money to purchase their additional insurance, they will not replace the product or refund me. I'm looking for a product replacement or a refund. I didn't see that I needed to purchase additional insurance in addition to shipping charges when I bought this product and I feel this is very misleading. Most companies want to keep their customers and will work with customers to cure the situation especially when the customer said they never received the product and especially since this would not be a huge cost to them, it's $51.96, why would they refuse to send a replacement product or reimburse me? This company charges clients hundreds and thousands of dollars/product, why wouldn't they be willing to refund or replace a product that's $51.96?

  Business Response

  Date: 10/19/2023

  Dear *********************************,

  We are sorry you had a negative shopping experience on our site.

  We have recently experienced an unprecedented number of claims of lost packages, to the point where the cost is too great for us to bear. We adopted a policy of requiring Route Protection in order to replace lost packages. This is stated in the shipping policies on the site. Route Protection is added automatically when shopping, and it has to be manually turned off by the customer. On the checkout tab, we state the policy that we cannot replace uninsured lost packages.  See attachment screenshots from our website.

  That said, our customer service does need to improve.  We have been short of staff and this job has been covered by staff with other FT jobs.

  We will issue a refund for your order as requested. We hope you will give us another chance.

  Sincerely,

  ***********************,  President & COO
  

   

  Customer Answer

  Date: 10/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, October 7th 2022 I purchased products from Joanna Czech's website in the total of $3,293.88 USD which was paid on that date via ******* A portion of that order which was a Laser product called **** was in the amount of $2,695 was not included in the package that was delivered to me on October 14th. I promptly emailed their conceirge service to let them know that the laser was not included in the package that was delivered and they requested that I send them a picture of the package and what I received. After taking a few days to investigate on their end and look at the video of the fulfillment center, they responded back to me, apologized and then sent me a new tracking number for the laser which I did end up receiving a several days later. The reason why I am filing this complaint is because the box with the laser that they sent to me, did not include everything that was listed on their website: ***********************************************************. The two thing that were missing were the 30 day supply of serum and the 30 day supply of mist. Once I received the laser and noticed that the products were not included, I went back to their website and ordered them separately thinking that I had just made a mistake. When the mist and serum were delivered, I felt as though they were a lot smaller than what was pictured so I went back to the website at which point I realized that the cost of the laser should have included the serum and mist and I essentially paid for them again with my separate order that I placed thinking that I was mistaken. I promptly emailed the customer service again to let them know the issue and ask for a refund of my separate purchase of the serum and mist since they should have been included in my original order of the laser. Filing a complaint because had I not recognized the issue on my own, I would have not been compensated.

  Business Response

  Date: 03/17/2023

  Consumer Response /* (2000, 11, 2022/12/28) */ Company reached out to me directly to resolve the multiple issues and refunded my money for the product that I never received.