Complaints

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase raw ingredients to formulate products for my business. May 2023 I purchased sweet almond oil plus other products. It has a "best by 3/2026" sticker on it. I opened it last night and it is rancid. It has been kept on a shelf in a closet in a home that is no more than 72 degrees year round. Apparently I was supposed to use the product to fully "inspect it" within ten days of receiving it.

  Business response

  07/05/2024

  We appreciate the opportunity to address the complaint lodged by [Customer's Name] regarding their purchase of sweet almond oil from our company in May 2023. We take all customer feedback seriously and strive to resolve any issues to the best of our ability.
  The customer reported that the sweet almond oil, marked with a "best by 3/2026" date, was found to be rancid upon opening in July 2024. We would like to clarify the following points regarding this matter:
  Shelf Life and Labeling: Our standard practice does not include a three-year shelf life for oils. It appears customer may be referring to a date that was pre-printed on the 4x6 mailing labels for the labels and not for the actual oil. We have taken steps and changed the labeling process to prevent this confusion.
  Product Inspection Policy: We ask customers to inspect and test products within ten days of receipt to promptly address any quality issues. This policy is clearly stated in our terms and conditions to ensure timely resolution of any concerns.
  Storage Conditions: While the customer reported storing the product in appropriate conditions, external factors can still influence the longevity of natural oils. Despite optimal storage, oils can sometimes deteriorate due to reasons beyond our control.
  Timeline: The complaint concerns a product purchased over a year ago. Due to the extended time frame since the purchase, it is challenging to ascertain the exact cause of the issue and, therefore, difficult to offer a replacement or refund under our current policy.
  We offered the customer a discount on their next purchase as a gesture of goodwill, aiming to maintain a positive relationship and ensure their satisfaction. Unfortunately, the customer became defensive and aggressive with our reps and no resolution could be made. 
  We sincerely regret that we were unable to meet the customers expectations in this instance. We remain committed to delivering high-quality products and excellent customer service. We believe that our proposed solution was fair and in line with our policies.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a happy customer of 3CayG for many months until an order of shea butter arrived opened and the packaging safety seal was never activated. I contacted the company via email and by phone and told them that I could not use the shea butter for making products to sell to my customers. I returned the shea butter to 3CayG, paid for the postage to ship the products back to them, and kept the other items that I purchased that arrived intact. However, 3CayG did not return the full amount and subtracted shipping charges, which I actually paid for twice (once for when I placed the order and I paid for shipping again to ship the opened shea butter back to 3CayG). I contacted my credit card company to dispute this charge and received my full refund for the shea butters. On 9/26/2022, I placed another order for cocoa butter and the company refused to fulfill the order and still charged my American Express card. This is extremely unprofessional. I will be contacting American Express to dispute the charges and have the full amount of $62.13 credited to my account.

  Customer response

  10/07/2022

  Complaint ID #******** can be closed. I finally did receive notification of a package that is ready for pickup at my local post office. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩