Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered six dresses. All six dresses came crammed in a small plastic bag. The dresses were so wrinkled up that I would have to pay money to take them to a place to get professionally steamed. I chose instead to return them. Three of the six dresses say it was a final sale and cannot be returned. That was never stated on the website. EVEN if it was (which it wasn't), the condition of these dresses was so poor that had I known they were going stuff them into a plastic bag I would have not purchased them,.

  Customer response

  02/14/2025

  The issue has been resolved. They have honored my return. Thank you.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 27, 2023, I placed an order through their website for merchandise I was very excited to receive. I have never received said merchandise and have ask numerous time for a refund and nothing has happened but excuses. I have not received merchandise nor credit to this day. I would like a refund of $75.87 to my credit card.

  Business response

  05/22/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this has caused you.
  
  According to our records, your order was placed on November 25, 2023, and shipped via DHL on November 27, 2023. The tracking information (DHL Tracking Number: **********************) indicates that the package was delivered on Saturday, December 2, 2023 at 1:30 p.m.
  
  We have not received any prior communication regarding this issue, and this is the first time we are hearing about your concern. To assist you further and resolve this issue promptly, please provide the following details:
  
  The shipping address provided during your order.
  Any communication or confirmation you received from DHL regarding the delivery.
  Any previous communication you had with our customer service regarding this issue.
  
  If the package was delivered to an incorrect address or if there is any issue with the delivery confirmation, we will work with DHL to investigate the matter. 
  
  Please contact our customer service team at *********************** and put to the attention of “Management Team” or feel free to call the Customer Experience team at ************ and ask to speak with a Manager so we can work on providing a prompt resolution.

  Again, we apologize for any inconvenience but look forward to receiving any correspondence that you have so we can investigate the matter further. We appreciate your patience as we work to resolve this matter.  

  Customer response

  05/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I am attaching three different screen shots of communication that shows when I placed the initial order, and any communication I have had with the company since then. In their most recent communication they stated they had not received any communication from me regarding this issue. I have evidence that shows I did reach out to them, they sent a replacement package, which I also never received . I never received shipping information regarding either package being shipped. 

  Regards,

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

  Business response

  06/06/2024

  We sincerely apologize for any inconvenience you have experienced. It deeply troubles us to learn of your negative encounter and the distress it has caused you. Upon investigating the matter further based on the documentation you have been mistakenly communicating with someone from a fraudulent website that is impersonating our legitimate business.  In addition, I do show you placed an order with us on November 25, 2023, and the order shipped via DHL on November 27, 2023. The tracking information (DHL Tracking Number: **********************) indicates that the package was delivered on Saturday, December 2, 2023, at 1:30 p.m. (See attachment screen shot  #1)
  
  The documentation you provided (see below) is showing you placed an order on the fraudulent website on 12/20/23 as the documentation shows the fraudulent website confirming they received your order.  The order you placed on the legitimate Natural Life website was in November (see screen shot #1 of attachment).  None of the documentation you provided is affiliated with Natural Life as your communications has been with people from the fraudulent website that you may have inadvertently ordered from. (See screen shots 2-4 in attachment that you provided.
  
  We want to emphasize that our only official website is *******************, and any communication regarding orders should be directed to our legitimate customer service email, ***********************. It appears that you have been targeted by a scam operation that has set up fake customer service channels and websites resembling ours.
  It's disheartening to hear about your experience, and we want to assure you that we are taking decisive actions to address this issue. We have been actively informing our customers through various channels, including social media, about these fraudulent activities. Our efforts include daily posts on social media platforms, permanent warnings pinned to the top of our Facebook page, and a dedicated section on our website providing information and resources about imposter websites.
  
  Please understand that the security of our customers is of paramount importance to us. We have reported these scam sites to our legal team, who are working diligently to have them taken down. Despite our best efforts, the perpetrators behind these fraudulent activities are agile and persistent in their attempts to deceive unsuspecting consumers.
  We would like to reassure you that our company has been serving our customers with integrity for over 27 years, and your trust and satisfaction are fundamental to our values. Your peace of mind is our priority, and we are committed to rectifying this situation to the best of our abilities.
  
  Since you have made a purchase from one of these fraudulent sites, we strongly advise you to contact your bank immediately to report the unauthorized transaction as fraud. Your bank should be able to assist you in resolving this matter and potentially reimbursing you for any losses incurred.
  
  Once again, we apologize for any confusion or inconvenience you have experienced. We are genuinely saddened by the impact of these fraudulent activities on you and our loyal customers. Rest assured, we are taking proactive measures to combat this issue and uphold the trust and confidence you have placed in us.
  
  Thank you for bringing this matter to our attention, and please do not hesitate to contact us directly if you require any further assistance or clarification.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made the mistake of giving this company my email address in order to receive a 20%off discount code. Not only did this company not honor the discount code I received for giving them my email but they have been spamming and abusing me email DAILY for over a month now! I have personally unsubscribed over 10x's AND have been emailing customer service almost daily for a month which they have told me they have unsubscribed me from all emails several times but literally CANT figure out how to make the DAILY SPAMMING emails to stop. I have reported them to ****** and still nothing makes the daily spam emails to stop! This company scammed me into giving my email, didn't give me the discount promised, and cant figure out how to stop spamming me daily... This should be illegal and I want the daily spamming to STOP for good, PLEASE HELP!!!

  Business response

  01/04/2024

  Hi ****,

  Thank you for the opportunity to address your concerns.  I have reviewed all the correspondence between you and the CE agent. I  also reached out to the Marketing team regarding you receiving unwanted e-mails. I can assure you that you have be unsubscribed from receiving any marketing material from Natural Life. My Marketing team has advised me that ****** will send email ads to users depending on their site behavior, which is what you are seeing.  These ads do seem like regular emails, but they are tagged as an ad and Natural Life is not sending them. 

  I do believe this has been resolved.  However, if you need further assistance please reach out to us at ********************************** and put to the attention of Leadership Team and we'd be happy to further assist you.

  Have a wonderful day!

   

  Customer response

  01/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21057208

  I am rejecting this response because: I DO NOT wish to receive ANY AD emails from this company (after scamming me) WHATSOEVER!!!
  Trying to blame ******** for sending the ADs is a complete cop out! This company scammed me into giving my email to them, they clearly gave (or sold) my email address to ****** to send me these ads, and not being able to make ****** STOP send me these ads is unacceptable!!! Not having a way to unsubscribe to these ads is Unacceptable!! All I want is for my email address to STOP being spammed EVERYDAY by ads from this company who scammed me! If Natural Life cant fully unsubscribe me, ****** cant/wont unsubscribe me then I was hoping BBB would be able to hopefully make this stop because abusing my email address like this DAILY should be illegal!! I just want the emails to STOP! shouldn't be too much to ask for....

  Regards,

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

  Business response

  01/16/2024

  Hi there,

  I reached out to the Marketing team again to make sure you are unsubscribed in our system and they have assured me you have been unsubscribed from everything.  If you are still receiving emails please send screen shots of what you are receiving to ********************************** and I can have the Marketing team review.

  I am showing all tickets you have submitted to us have been resolved and there are no outstanding issues.  Should you need further assistance or would like to share any new correspondence that you believe to be coming from Natural Life please send to the e-mail address I shared above and we'd be happy to investigate the issue.

  I hope you have a great day!

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never received my order and want a refund please.

  Business response

  11/07/2023

  Hi ****,
  
  Thank you for the opportunity to respond to your issue.  I am showing you reached out to us on October 27, 2023, advising us that you did not receive your order.  On October 28, 2023, a customer service representative responded to you letting you know that we were showing your order was delivered.  The customer service representative did confirm the address you shipped your order to and because UPS is showing the order delivered to the address you entered on the order; we are unable to issue a full refund back to your original form of payment due to the order delivering to the address provided.  However, below are the options available to you
  
  We can issue you a store credit for the full amount of the order so that you can re-order the product.
  Because the carrier has provided us proof the order delivered to the address you provided, we can refund 50% of the total order back to your original form of payment.
  You can reach out to the carrier (UPS) and file a claim with them.  The tracking number for your order is: ******************.

  Please let me know if I can be of further assistance.

  Have a wonderful day!

  
  

*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. ↩