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          Business Profile

          Bottles

          Mason Bottle

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

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

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          Complaint Status
          Complaint Type

          • Initial Complaint

            11/22/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            On Tuesday Nov. 14, I placed an order, order number *****, and paid for two day shipping. At check out, and in the confirmation email, the company says:Most orders ship within 48 hours, but please allow extra time as COVID case loads around the country continue to impact delivery timelines.After my order had not shipped within 96 hours, I sent an inquiry. I received a reply Monday that said:Our processing time to ship an order is 3-5 business days, excluding holidays and weekends.I was then asked to rate the response, and rated it lowly noting the disagreement with the initial information. I was then sent a third reply, which included a link to a shipping policy that said orders ship in 3-7 days. After seven days, when my order had not shipped, I sent an inquiry again. This time I was given a link to an FAQ that said orders ship in 3-7 business days and told that my order was not yet late. I confirmed in my browser cache and via the Wayback machine that the link to the shipping policy that I was sent did in fact say 3-7 days. (This can be confirmed here: ****************************************************************************************************** ). The shipping policy was subsequently updated which was acknowledged in a later email, when I pointed out that their earlier communication had NOT in fact said seven business days.I requested my order be canceled. The company refunded the two day shipping charge but said they were unable to cancel the order- all they could do is change the shipping address. I then requested that they update the shipping address to their returns department and issue a refund. At this point, they said actually they could only request a change of shipping address but could not confirm or ensure this. Due to the unexpected delay, and lack of reliable information from the company, I have made alternative arrangements and no longer need my order. I would like to cancel it and receive a refund.

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          BBB Rating & Accreditation

          C-

          This business is not BBB Accredited

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          Contact Information

          791E Sibley Rd

          San Francisco, CA 94129-5229

          (618) 205-5854

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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