I ordered several products from this company at the beginning of January. I did not receive a tracking number after about a week, so I contacted the company. I was told that they were short-staffed because of the holidays and that my order would ship after 7 business days, at the soonest. It seems that they had this information on their home page, but since I was looking for a particular product and found their website from a search engine, so I never saw this message. After another week and a half had gone by with no word, I wrote again. This time I got an email that my package had shipped and a tracking number from the post office.
For comparison's sake: I ordered skincare-making ingredients from 3 of their competitors around the same time (one order on the same day and two orders two days after) and each one of these companies got the products to me within one week. This company took over 3 weeks.
When I opened the package I found that only about half of the products were acceptable. The other half, specifically the hydrosols I ordered, were all awful. I ordered 4 bottles and all of them smelled "off." For example, the lemon hydrosol smelled not at all lemony, just sour. I had my husband and sons smell it and each of them agreed that it didn't smell like lemon but it did smell like it had soured and should probably be poured out.
I wrote to customer service again to ask for a refund for the hydrosols.in essence, I was told by Barb that she herself had smelled all the hydrosols and the bottles that went to me had been made recently. She went on to say that since they hadn't had any other complaints, she couldn't (wouldn't) issue me a refund. I got the feeling that she thought I was lying to try to get a freebie.
She agreed to give me a $15 credit toward more products from their website, which she immediately issued. I paid over $30 for the hydrosols. However, I would never patronize this company again, so the credit is worthless to me.
I would have been happy to send the hydrosols back to her, at my expense, so that she could smell them herself, but she was adament that she was right and I was wrong. It very well could be that their hydrosols are just poorly made and their idea of an acceptable product is very different from mine, but I make skincare products for sale and I would never use these hydrosols in my products for fear that the sour smell is a product of contamination.
This is probably a silly, nitpicky thing, but I absolutely hate that in her correspondances Barb always follows unpleasant or snarky words with a smiley face like that will somehow make it all better. Yuck.
Do yourself a favor and avoid this company.
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