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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
07/10/2024
Complaint Type:
Billing Issues
Status:
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.
8/28/2024 Tru earth charged me $119.00 for product and membership did not ask for. I tried to cancel on 9/2 /2024. They stopped the shipment of the order immediately but refused to refund my money. Il
Business response
18/10/2024
Hi there,

Thank you for reaching out!

We are sorry to hear about the negative experience, and we will reach out to you via email.

Have a great day!
Initial Complaint
15/05/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Their SOFTENER STRIPS product causes gumming onto clothing when used in a modern water-efficient washing machine. They have been aware of this problem, but they have not disclosed this caveat to consumers. Misrepresentation.They dismiss responsibility if your complaint exceeds their 90-day limit since product purchase. An A I form letter is sent in response.I am left with a balance of Softener strips that are unusable.
Customer response
21/05/2024
Ive submitted, but zi dont understand the 8 mb restrictions.
*************** *************
Customer response
28/05/2024
Ill email you the information directly.
Business response
29/05/2024
Hi there,
We greatly appreciate your feedback on your experience with the product. We're sorry to hear that the experience was anything but excellent. We do pass along any and all feedback to the appropriate channels to help better our business and ensure we have happy customers.
We have already reached out to you regarding this matter and issued a refund.
Have a great day!
Customer response
04/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************
Initial Complaint
13/12/2023
Complaint Type:
Product Issues
Status:
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.
I ordered I package of laundry strips that worked fine for a few loads. Later a load left globs of coagulated soap on 2 pairs of pants and 2 shirts. It knotted them up and ruined them. Tru.earth refuses to compensate me for the losses which include: Product cost 20.04; cost of ruined clothing 80; cost to return the remaining product 1.04, equaling $101.08 for which I want a refund
Business response
14/12/2023
Hi there,
Thank you for reaching out.
As mentioned in our email correspondence, the item was not purchased through us, and is therefor subject to the 3rd party retailer's return/exchange policy.
We apologize for the inconvenience.
Customer response
14/12/2023

Complaint: ********

I am rejecting this response because:
****** will not honor something this far after purchasing. Furthermore, and most importantly, ****** will not reimburse for the clothing that was ruined.

Sincerely,

*********************
Business response
14/12/2023
Hi there,
We understand your frustration, unfortunately there isn't anything we can do further as the item was not purchased directly from our company, it was purchased from ******.
We truly apologize for the inconvenience.
Customer response
14/12/2023

Complaint: ********

I am rejecting this response because:
I'll be suing you

Sincerely,

*********************
Initial Complaint
04/08/2023
Complaint Type:
Product Issues
Status:
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.
I bought Tru Earth detergent strips last year, Hoping to find a sustainable way of washing clothes. But I was sure to check that Im not signing up for any kind of subscription.Yesterday I received another 384 loads package for which I received no shipping or any other email notifications. After I looked more carefully in my inbox, I only received advertisements emails from Tru Earth. So they had my email and chose not to notify me of the upcoming purchase of $122.08.When I tried to login to their site, they didnt even have my email account linked to any account. Which is so weird.Now all I want is a return label and my full refund. Thanks for reading Attached is my banking charge for last year and this year. Plus the advertisement emails on my account ****************************
Business response
08/08/2023
Hi there,

Thank you for reaching out!

We will respond to you directly regarding this matter.

Have a great day!
Initial Complaint
06/07/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged $49.98 and I have never even heard of this company before so how they got my credit card information I don't know. I tried contacting them to cancel whatever subscription they signed me up on but they didn't even have my email address on file. This is scary. I had to contact my bank and cancel my card and get a new one.
Business response
07/07/2023
Hi there,

Thank you for reaching out!
We will reach out to you directly regarding this matter!

Have a good day!
Customer response
09/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ****
Initial Complaint
08/05/2023
Complaint Type:
Product Issues
Status:
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.
In November of 2021 I completed a one time purchase with Tru Earth for their laundry detergent, checking along the way that it was a one time purchase. End of November 2022 I received a box in the mail and to my surprise it was from Tru Earth. Not one email to confirm that I had a subscription, not one shipping notification, just a package left on my porch. I checked my credit card and there was the fee which I did not approve of. I both called and emailed back and forth with Tru Earth who told me I had to pay to return the product. I did not purchase it and therefore am not responsible for paying a return shipping fee. Their business design is abysmal and a scam. If they pay to return the product and refund the product, there will not be a problem.
Business response
25/05/2023
Hi there,

Thank you for reaching out!

We greatly appreciate your feedback on your experience! We're sorry to hear that the experience was anything but excellent. We do pass along any and all feedback to the appropriate channels to help better our business and ensure we have happy customers.

We will be reaching out to you directly regarding this matter!
Initial Complaint
03/05/2023
Complaint Type:
Product Issues
Status:
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.
***** ***** ********. I ordered a really great ensemble about a year ago, and loved the products.However, they absolutely signed me up for a year subscription, where I was just changed 125$ without ANY warning or messages. I looked through all my emails, and literally only have promotions. I made sure when purchasing the items to NOT accept any subscription, so I'm irritated not only was I not warned about an impending 120+ charge, and when I finally got the order confirmation it arrived on my door. I wanted to love this company so I'm irked this happened because I will not buy from a company that sneaks in subscriptions in a way that's obviously so discrete, myself and many others have been fooled.
Business response
09/05/2023
Hi there,
Thank you for reaching out!
We will be reaching out to you directly regarding this matter.
We hope you have a great day!
Initial Complaint
13/04/2023
Complaint Type:
Customer Service Issues
Status:
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.
Tru Earth unknowingly signs people up for annual subscriptions, then provides no notice of the upcoming renewal and no shipping notice, though they charge your credit card. I can see in other complaints on BBB that the company claims they have started sending renewals notices by email. I received only advertisements from the company in advance of them charging my credit card, and never received a renewal or shipping notice. Therefore, Tru Earth cannot claim they were unable to contact me, as they regularly contact me with advertisements. I would like to report this poor business practice, and ask that they are least correct the claim that they notify customers of renewal and at best stop using dishonest methods to get people to sign up for subscriptions. The sad thing is that I like the product and would have ordered it again this year, but I will no longer be a customer.
Business response
14/04/2023
Hi there,
Thank you for reaching out!
We will be reaching out to you directly regarding this matter.
Have a great day!
Initial Complaint
14/12/2022
Complaint Type:
Sales and Advertising Issues
Status:
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.
Most complaints against this company are the same - at time of purchase customers unknowingly sign up for a yearly subscription for their product. One year later they receive a credit card charge and the product is already in the mail by the time they notice. They will not refund shipping costs. When I called to complain the customer service representative claimed that the company emails clients to remind them of the renewal, but there is no record in my account, even in the spam folder that the CSR suggested I check. It is doubly frustrating because I had full intentions of purchasing this product again given I'm generally happy with it, but given their duplicitous business practices I'd rather pay for return shipping then continue to patronize a company that treats is customers like fools.
Business response
19/12/2022
Hi There,

We are sorry to hear you had a negative experience.

We have implemented renewal reminders to give customers 15 days notice before subscription ship. We want to give our customers the best experience possible.
Initial Complaint
07/11/2022
Complaint Type:
Product Issues
Status:
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.
On October 21, 2021, I ordered Tru Earth ********** ******* Detergent (Fragrance-free) - 384 Loads. However, I DID NOT sign up for an annual subscription service. But this year, October 28, 2022 I receive an email stating gleefully that my order had shipped. I went the site only to find that indeed, unbeknownst to me, I had an annual subscription. I canceled it immediately. Like so many others, I order many products online, and receive packages with return addresses I do not recognize. This one from TN. Upon opening the box, I found another box laundry strips (384). I contacted customer service and requested a return mailing label. I was advised to "return to sender." But when I presented the box at the post office, the employee informed me that the **** will not ship a return if the box has been opened. Oh my. Contacting customer service yet again, I was told to return the shipment at my own expense, and upon receipt Tru Earth would refund the charge on my credit card. I am dismayed to have had such an unsatisfactory interaction with an online vendor. In fact, this is a first for me. I will never again purchase any Tru Earth product. I will also tell friends and family of this negative experience. 1. I was deceived by a marketing practice that signed me up for a subscription service automatically, without my consent. 2. I just want a return mailing label from the vendor. I am appalled that I am expected to return their product at my personal expense. 3. I want a refund.
Business response
08/11/2022
Hi there,

Thank you for reaching out.

We are sorry that the experience was less than excellent.

We have reached out to you directly.

Have a great day!
Customer response
09/11/2022

Complaint: ********

I am rejecting this response because:
Their terms are unacceptable (see portions of their email responses below).
The only thing I want is a pre-paid shipping label and a full refund on my credit card. I have contacted my credit card company as well.
And so far as their statement "we never sign up subscription service without consent," that is untrue, as I was signed up without my consent. As were several other complainants to BBB.
**** **** **************** ****** * ***** **** *** * ** **** ** ** ****** **** ** **** ******** *** **** *** ****** * ** *** ******** ********** ********** ***** ************* ** **** ********** ** ** *** **** ****** ******** ****** ** *** ******** ** *** *** ***** *** *********** ***** ** ****** ** *** **** *** *** **** ******** ****** ** ** *** *** *** ****** ******** ** ***** ** ******* ** ***** * *** ****** **** *** * *** ****** **** *** ******* ** ********* *** *** **** **** **** ** ** ******** ** ******* * **** ******* ****** ****** ** **** ********** ***** **** *** **** ** ********* *** *** ************* *** **** *** **** * **** **** ***** *** *** ******* **** *** ******* **** **** ******** ********** ********** **************** **** **** **************** ****** * ***** **** *** * ** ***** ** ** ****** ** ***** **** ****** ** *** ************* ******* ***** ******** ***** *** * **** ** **** ** *** * ************* ****** ** **** ** ****** ** *** **** *** *** ******** ** **** ****** ****** *** ***** ******** ******** ** *** ****** ** ******** ***** **** ** ** ************* ******** *** *** ********** *** **** ** ** ** **** ** ******** ** *** ******* ** *** ** **** ****** *** **** **** ****** *** ********* ** ** ** *** ** *** ****** *** **** **** **** ** ** ******** *** * **** ******* ** *** ****** *** ** *** **** ** ******** *** ***** *** *** ****** *** *** *** ********* *** ****** **** *** **** ** ******** ***** ******* *** ** ** *** *** *** ****** ********* **** * **** **** ***** *** *** ******* **** *** ******* **** **** ******** ********** ********** ******* *******
Business response
09/11/2022
Hi there,

Unfortunately, as explained, we do not provide return labels and all items need to be returned for a full refund.
These are our terms and conditions agreed upon at the time of checkout.
As you have disputed, it is now up to the bank to decide and at this point it is out of our hands.

We apologize for any inconvenience and hope you have a good day.
Customer response
11/11/2022

Complaint: ********

I am rejecting this response because:
Since Tru Earth continues to deny providing a return mailing label, I ask that Tru Earth guarantee a refund for my shipping expense to be included in the refund for their product that I did not agree to buy.
I am being forced to pay for their mistake if I want my payment refunded.
I am adamant that I DID NOT sign up for a subscription service.
The screen shot attached is my reply to Tru Earth written November 8, 2022. It states my complaint and describes why.

******* *******
Business response
14/11/2022
Hi there,

Unfortunately, as mentioned before, in our emails and the past response with the BBB, we do not provide return labels and all items need to be returned for a full refund.
These are our terms and conditions agreed upon at the time of checkout.
As you have disputed, it is now up to the bank to decide and at this point it is out of our hands.

We apologize for any inconvenience and hope you have a good day.
Customer response
17/11/2022

Complaint: ********

I am rejecting this response because: Tru Earth continues to assume responsibility for their error, and asks me to return their product, that I did not request, at my personal expense.
My request to receive payment for shipping expenses is in line with other online vendors, and is not an unreasonable request.
The BBB has received similar complaints from other Tru Earth customers. I am not the only complainant.
Since Tru Earth adamantly refuses to provide a prepaid shipping label, I will accept a GUARANTEED refund for shipping costs upon receipt of the product.
Furthermore, I am confounded by the lack of good will customer service from Tru Earth, and their complete disregard for their customers' complaints.

Sincerely,

******* *******

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