I ordered 2 bottles of mouthwash. On arrival, both were leaking and both had safety seals under the cap that were partially off.
I called the company and explained this and was told I had to email pictures and that I would receive a refund within 24-28 hours of the email. The title of my email with all of the pictures was Refund Requested. I put that title because I told them on the phone I wanted a refund and not an exchange as I no longer felt comfortable using this product from this company. The next day I got an email from them asking if I wanted a refund or a replacement. I thought that was clear from my title but I replied that I wanted a refund.
I did not receive the refund within 48 hours, but decided I'd wait 48 hours from the second email. When I still did not receive the refund, I called again and spoke to someone different than the previous two calls. He acted like they had not received any emails from me. He couldn't tell me anything about why it was not refunded yet, but said that I would have my refund within another 24 hours.
After another 24 hours, I received an email that I was refunded $7.99. My cost was $28.20, so I called them to complain. This time they said that I was only refunded for one bottle, since only one was damaged. I explained this was not the case and I was very clear on the 3 other calls about both bottles being damaged. I had also sent pictures of both bottles. She finally said she would refund the second bottle, but not the shipping and handling. I told her I absolutely would be refunded for S&H since I should not be out any money for their mistake. She would not commit to this refund so I told her I was going to file a complaint with the BBB and let people know about her company. She said they had been in business for 10 years and then she hung up on me.
I then filed a complaint with the BBB and saw they have an F rating. I learned to check out companies here and there before doing business online again.
I do not believe there was as much miscommunication as this company claimed because I was very clear on each phone call. Their accent was thick to me and we did have a difficult time talking, so I made an extra effort to make sure they understood me each time. I personally feel that they claim miscommunication as a delay tactic because it was done on the 3rd and 4th calls.
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