ComplaintsforSimple Sugars, LLC

• Initial Complaint

  02/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order under my name and my credit card information. I have found out that my elderly grandmother (in her best interest) thought it was a good idea to call and change my order without my permission. I called them and asked that it not be changed as well as ask that no further information was given about my orders to anyone but me. The lady I spoke with identified as the co-owner VP and was very unprofessional and rude about allowing someone to change my order and know information about me. I emailed them to explain my predicament and how I was treated to then receive a very rude and accusatory reply blaming me for everything. The unprofessional manner is laughable. I am 100% okay with my call (if it were recorded) to be shared to show what actually was said and happened. In the emails she attempted to write the following lies: 1. I was aggressive and accusatory. (The person next to me agreed I was not in the wrong and had a very professional tone the entire time. In fact, she was these things to me.) 2. The package had already left. (She told me on the phone it was still there when I called). I hope even a shark (shark tank) wouldn’t want to do business with someone so unprofessional. If anyone wants their information or items changed without their knowledge, or personal information given out, do business with simple sugars!

  Business response

  03/31/2023

   On Feb 26th ******** ******** placed an order on our website for 1 Strawberry Facial (on subscription.) Since this order was placed on a Sunday and we are not open on weekends, the order was not fulfilled until the following day, Monday Feb. 27th. One Monday morning I took a call from ******** ******** who told me that her granddaughter had placed an order and she wanted to be sure that she had ordered the correct product. She gave me a thorough explanation of her granddaughter's skin issue and based on what she told me I informed her that there was a better choice. I would like to mention that this is a common occurrence. We frequently get calls from parents and grandparents who call to get a product recommendation for their child or grandchild, so it did not strike me as odd that ******** was calling to ask about a product for her granddaughter. 

  I told her that I could check to see if the product had shipped yet and if it hadn't we could switch it our for her granddaughter. This is not something we usually do since once an order is placed it is final per our purchase terms and conditions, but I was willing to make an exception to help her get the correct product. I told her that I would check on the fulfillment status of the order and call her back. I want to be perfectly clear that I gave ******** no information about her granddaughter other than to acknowledge that she did place an order for a Strawberry Facial. 

  Shortly, after that I got a call from ******** ********. I assumed she was calling to follow-up on the call her grandmother had made. I informed her that if she would like a different product than the one that was ordered we could do her a favor and pull it from fulfillment and ship her a different product instead. She responded by chastising me for speaking to her grandmother about her order. I explained to her that this was a common occurrence and that I was trying to act in her best interest by ensuring that she got the product that would give her the best results. She kept accusing me of "giving out her personal information". I gave out no personal information, I simply acknowledged the receipt of the order for the Strawberry Facial. 

  I tried to explain to ******** that I was merely trying to act in her best interest by going out of my way to ensure that she got the correct product for her skin, but she continued to claim that I had no business talking to her grandmother. Her tone was accusatory and rude. She said that she wanted "the product that she ordered". I told her that was fine, we would ship it as she ordered it. The was the end of the conversation. 

  She then emailed (the email conversation was provided by her as attached screenshots, so I won't duplicate her efforts) to complain that she was treated rudely. I obviously have a completely different perspective. We have been in business for 16 years and have an excellent reputation for providing stellar customer service. That is no accident. We do not however, allow customers to treat us with disrespect. 

  ******** then decided that she wanted a refund. I informed her that per our purchase terms and conditions all sales were final and her order had already been processed (once an order is labeled and prepared for UPS pickup, it is considered processed) as she requested during the phone call. 

  In the complaint ******** makes a blatantly false and damaging accusation when she says: "If anyone wants their information or items changed without their knowledge, or personal information given out, do business with simple sugars!" This is simply a ludicrous claim. 

  I can 100% assure you that we do not and have never "changed items or information" without a customer's knowledge nor would we ever give out someone's personal information! In fact, we go to great pains to protect our customer's personal information and have no access to customer's credit card information. We have operated with an excellent reputation for over 16 years and have a very high standard for our business practices. 

  Very Sincerely,

  Gina N****

  Vp and Co-Founder, Simple Sugars Skincare

   

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