ComplaintsforSelina Naturally

• Initial Complaint

  10/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  WEB-****** In august 2023 after waiting patiently on a waiting list for a life changing product for a relative who is very sick , I placed an order for 1 light grey salt 1lb pouch course and 1 fine ground Celtic sea salt. After a month of waiting I inquired and was given the runaround no one was helpful. The order never shipped and it was wrong online. They are running a monolpoly with the product because other retailers are selling it for 10 times the amount. They are not honoring the website prices and refusing to ship.

  Business response

  10/10/2023

  We understand this customer's concern. Our company has been experiencing an extreme influx in demand. We have been having record days of people ordering on our site. Due to this, in August several orders did not go through. The customer's card was not charged and the order had to be cancelled. There are several online sellers who are price gouging our products due to this new, unforseen demand. We encourage our customers to not support or buy from these sellers and to keep checking our website. We do stock regularly; however it sells out fast. We have implemented limits as to what our customers can purchase so we can spread the salt to as many as possible. We are also regularly stocking our distributors to keep the stores stocked. However, even the stores are selling out fast. We will contact this customer, as we are for the other customers who ordered on these dates in August, to let them know we can take their order over the phone due to this glitch happening. We are not price gouging on our website. Our prices have not changed even with this new demand. We cannot control the other sellers, however, we are in contact with these online marketplaces to see if there is a way they can help us control this and all of the brand infringers claiming they are selling our brand. We sincerely apologize for any inconvenience this has caused. We have doubled in staff and working around the clock on many ways to get the products out to the customers faster and eliminate these price gougers. We know people rely on our product. I will make sure somone, or myself, reaches out to you to help you get your salt. Thank you, 

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