Complaints

• Initial Complaint

  12/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed on on November 29th. On December 15th, I emailed asking when the order would be shipped ( no tracking information had been provided). On December 16th, I received a canned response stating their " usually processing time is 7-15 business days" even though that's not what their website said. On December 20th, i requested a refund because the order still had not shipped. They responded saying "a tracking number has been generated and the order should ship soon". At this point, i don't want the items because they wouldn't arrive on time. I requested them not to ship the items, but it looks like the items were shipped today and scheduled to arrive AFTER Christmas.

  Business response

  12/23/2024

  Hi ******. We sincerely apologize for the frustration caused by the delays with your order. We understand that the timing was crucial for you, and we regret that the order did not meet your expectations.

  
  While we acknowledge the delays in communication and processing, we wanted to let you know that your item is currently in transit and is scheduled for delivery tomorrow, December 24th, between 11:45 A.M. and 3:45 P.M. The package is en route to **************, **, and you can track it using the following link: *** Tracking.

  
  We understand that the timing of this delivery is no longer ideal for you, and were truly sorry for the inconvenience caused. If you would still like to proceed with a return or refund, please let us know, and we will work with you to resolve this as smoothly as possible.
  Thank you again for your understanding, and we hope to have the opportunity to serve you better in the future.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Made a purchase on 09/07/24 for $114.45. Received an email notification on 09/13/24 stating that my package shipped. On 09/15 I noticed that the status showed packaged not picked up (label created). I noticed the package was still showing that same status on 09/18 so I reached out to Salt.xo requesting a status update. I received a generic response stating that someone would reach out to me in 2 days. I never heard anything else regarding my shipment. I then sent 2 more emails requesting a status update on 09/20 and 09/23. As of today, 09/24, I have yet to receive a response from Salt.xo and the tracking status still show "label created". I am seeking resolution for this matter.

  Business response

  09/25/2024

  We sincerely apologize for the delay and lack of communication regarding your recent order. Your experience falls short of the standard we strive to maintain, and we understand the frustration caused by the delay.

  
  To ensure this is resolved promptly, we will escalate this matter to our fulfillment team and have your products shipped out as soon as possible. As a gesture of goodwill for the inconvenience, please use the code WHGHQ9FQV1NK at checkout to receive 30% off your next order.

  
  Thank you for your patience, and we are committed to making this right for you. If you have any further questions, please don't hesitate to reach out.

  Customer response

  09/27/2024

   
  Complaint: 22331626
  
  I am rejecting this response because: As of today, these items have yet to ship. At this point I am requesting an ETS for these items or a full refund. 

  
  Sincerely,
  
  ********** *****

  Customer response

  09/29/2024

  Hello, 

  I would like to retract my rejection. My product arrived yesterday. Thank you for your prompt assistance. 

  Regards, 

  **********

• Initial Complaint

  08/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order (#******) November 24th, 2023 of 3 clear ********* and I got a notification December 12th, 2023 that my order was delivered. I never received anything. I have never had an issue with past orders, as I am a customer that have ordered several times before, of an order being marked as delivered and me not receiving it. I reached out December 29th, ********************* not receiving my order and although their automated customer service email states that "your email and someone from our ************* Team will get back to you within two business days." I did NOT receive a reply. I reached out again via email January 9th, 2024 and via Instagram January 28th, 2024 and did not get a reply. I reached out AGAIN via email February 10th, 2024 and finally received a response February 12th, 2024 from them. They wanted me to submit a claim with *** then send them the claim but I wasn't able to because you can only submit *** claims 60 days from when the package was delivered. Had Saltxo responded as they claim they do within 2 days in their email I could have done so. I responded back to them that i am unable to submit a claim and have not heard anything since and it is August 15th, 2024. Extremely disappointed as I do enjoy their products but what kind of customer service is this? I would either like a refund or just send me the products I never received at this point.

  Business response

  08/16/2024

  Hi Chnalie,

  We sincerely apologize for the frustration you've experienced regarding your order. We've reviewed our communication history and wanted to clarify the timeline and our attempts to assist you.

  On December 29th, 2023, we responded to your initial inquiry, but unfortunately, we did not receive a follow-up from you. The same situation occurred when you contacted us again on January 9th, 2024. On February 10th, 2024, you reached out once more, and we promptly responded, providing screenshots to confirm our prior communications and requesting that you file a claim with ***.

  We understand that by the time you were able to respond, the 60-day claim submission period with *** had already passed, and we regret that we could not assist further due to this limitation. We also responded to your June 21st email, reiterating the information shared in our previous responses.

  We strive to assist all our customers with issues like missing or stolen packages. However, we are bound by ***s policy, which requires a claim to be filed within 60 days of delivery. Unfortunately, without an approved claim, we are unable to process a refund or reship the items.

  We deeply value your continued support as a loyal customer, and we understand your disappointment. As a gesture of goodwill, we would like to offer you a 20% discount on your next purchase. Please use the code SH0SN4S0YNKT at checkout.

  Again, we apologize for any inconvenience this situation has caused, and we hope to continue serving you in the future. Should you have any other questions or concerns, please don't hesitate to reach out.

  Thank you for your understanding.

  SALT.XO Support Team
  www.saltxo.com

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Made a purchase on 4/20/2024 for $55.82 and received an email on 4/22/2024 stating my package was on the way but the *** status said label created. It had been in this status with no updates since this date. Ive tried emailing their customer service, sending a text through the number provided on their Instagram page and leaving comments on their Instagram posts in an attempt to receive updated information. I cant file a claim through *** because theyve stated they never received the package. If I cant get resolution through this complaint, the next step is disputing through my financial institution. Wish I wouldve read all the complaints and reviews on their BBB page prior to placing an order. As a first time customer, this is disappointing and extremely off putting.

  Business response

  05/03/2024

  Hi *******,

  We apologize for any inconvenience caused by the delay in updating your order status. Your package has been shipped, and you can track its progress using the link provided: ********************************************************************************************************************************************************.

  We understand your frustration and want to express our gratitude for your patience and support. As a token of appreciation, we'd like to offer you a special discount of 50% off on your next purchase. Simply use the discount code FH0GXBKNJPHC during checkout.

  We value your feedback and are continuously working to improve our services to ensure a better experience for all our customers. If you have any further questions or concerns, please don't hesitate to reach out.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order with salt xo for two of their products on the date of April 7. Shipping policy states it takes 5-7 days to ship. My order shipped April 15. My order was shipped and went to **************** till April 25. I contacted salt xo on why my package was still in the same spot and no response. I filed a claim with **** *** has contacted salt xo to ship my package. Im still waiting on my order to arrive.

  Business response

  05/03/2024

  Hi Mya,

  We're truly sorry for the delay and the inconvenience caused by the shipping issues with your order with us. We understand how frustrating it must be to experience such a delay in receiving your items.

  We're glad to inform you that your claim with *** has been approved, and we're taking immediate action to resolve this issue. We'll reship your order right away and expedite the shipping process to ensure it reaches you as quickly as possible.

  Additionally, as a token of our apology and appreciation for your patience, we're offering you a 50% discount code (FH0GXBKNJPHC) that you can use towards your next order with us.

  Once again, we sincerely apologize for any inconvenience this delay may have caused, and we appreciate your understanding and continued support. If you have any further concerns or questions, please don't hesitate to reach out to us.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase with SaltXO Order #****** on 3/22/24 for yoni gel and peach deodorant. After about a week I received a email stating it was a delay in the delivery so I reached out to to inquire exactly what is the delay( no product or shipping delay) they sent a email with a generic response not answering my question. According the website shipping information- all orders are processed and shipped within 7 business days. I have sent two other emails inquiring about my order and have received a Generic response which tells me they will reach out to shipping but I have yet to hear anything else. They sent me a *** tracking number on Tuesday 4/2 it is now 4/7 and it still states only a label was created.Im over them not responding back to my emails, that is not good customer service.I just want my two products that I paid for at this point. There is no number to directly contact this business to speak with the business regarding this matter. Any help is greatly appreciated.

  Business response

  04/10/2024

  We sincerely apologize for the delay and any frustration this may have caused you. We understand how important it is to receive your order promptly and are truly sorry for any inconvenience you've experienced.

  
  We've checked on your order and are pleased to let you know that it is out for delivery today. You can track your package using the *** tracking number 1Z8RW0540313222364. Simply click here to track your package: *******************************************************************************************************************************************

  
  As a gesture of our apology and appreciation for your patience, we'd like to offer you a 50% discount on your next purchase. Please use the discount code 975ZYBASR03R at checkout to redeem this offer.

  
  We truly value your business and want to make things right. If there's anything else we can do to assist you, please don't hesitate to reach out. Thank you for choosing SaltXO, and we hope to serve you better in the future.

  Customer response

  04/10/2024

   
  Complaint: 21542432
  
  I am rejecting this response because: after weeks of contacting you all I had to go through the BBB. It was only when I sent a request for a refund to your email and a complaint to BBB that my package has been shipped and is out for delivery today, how ironic?  
  i will not accept your 50% off because I will no longer engage in business with you. 
  
  Sincerely,
  
  *************************

  Business response

  04/10/2024

  We sincerely apologize for the inconvenience you've experienced with your order. It's regrettable that you felt compelled to resort to filing a complaint with the BBB to prompt action. We understand your frustration and acknowledge that your experience fell short of expectations.

  We've thoroughly reviewed your case and understand your disappointment with the delay in shipping. Rest assured, even before the BBB complaint was filed, we were actively escalating the issue with our internal team and with *** to expedite the delivery process. We're attaching a photo of the delivery timeline from *** for your reference.

  In light of your decision to no longer engage in business with us, we respect your choice. As per your request, we will cancel the 50% offer you declined to accept. Additionally, if you choose to refuse our offer, we will promptly provide a return label for the items. Once the items are scheduled for return, a full refund will be issued to you.

  We deeply regret any frustration or inconvenience caused, and we want to assure you that we have taken this matter seriously. Our aim has always been to provide excellent service, and we're disappointed to have fallen short in your case.

  Thank you for bringing this matter to our attention, and we appreciate your understanding. If you have any further concerns or require assistance, please don't hesitate to reach out to us directly.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my order on 2/24/24. On 3/6/24 I received an email with shipping confirmation. FOR AN ENTIRE MONTH the tracking info stated label created. MULTIPLE emails sent were unanswered (other than a generic/automated response without any clear info or follow through), until I filed a claim with the bank. Then all of a sudden the tracking number finally showed it had been shipped on 3/25/24 and arrived at my door the very next day. The cherry on top of all this? One of the items I ordered is missing, the only proof is that the missing product was highlighted on the itemized list included in the package. No explanation from the company, no refund, no updated email stating it would be shipped later. They could have at least sent a similar item of the same value. You are losing a customer not because I had to wait a monthbut its your COMPLETE LACK of communication and respect for your customers and their hard earned money that is the problem for me.

  Business response

  03/29/2024

  We are truly sorry for the frustration and inconvenience you've experienced with your recent order. Your satisfaction is our top priority, and we understand how important clear communication and timely delivery are to you.

  
  To address the missing item from your order, please send us an email at ********************************** with the details of the missing item so we can expedite its shipment to you immediately.

  
  As a token of our apology and appreciation for your understanding, we would like to offer you a 50% discount on your next order from our website. You can use the discount code 975ZYBASR03R at checkout to redeem this offer.

  
  Once again, we apologize for any inconvenience this may have caused and thank you for your patience and understanding. If you have any further questions or need assistance, please don't hesitate to reach out to us.

  Customer response

  04/02/2024

   
  Complaint: 21501183
  
  I am rejecting this response because: the seller requested an email with missing product information in order to replace the item. All info with documentation was sent to the email address provided by seller without any response. 
  
  Sincerely,
  
  ***************************

  Business response

  04/04/2024

  We have escalated the issue to our management team and have already sent out a replacement. We apologize for any delays in our responses, as we are currently handling a high volume of emails. Details of the replacement have been sent to you via email.

  Customer response

  04/05/2024

   
  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

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order on 2/18 and I have not received it. I asked for my items or a refund and have gotten neither. The company stopped responding to my email inquiry about my items.

  Business response

  03/22/2024

  We apologize for the delay in processing your order (#******). We understand your frustration and want to assure you that we are working diligently to resolve this issue. Our team is currently investigating the status of your order and will provide you with an update as soon as possible.

  
  As a token of our apology for the inconvenience caused, we would like to offer you a 50% discount on your next order. Simply use the code (975ZYBASR03R) at checkout to redeem this offer. We value your support and loyalty to our black-owned business and strive to provide you with the best service possible.

  
  Please rest assured that we are prioritizing your order and will do our utmost to ensure that you receive your products as soon as possible. Thank you for your patience and understanding.

  Customer response

  03/22/2024

   
  Complaint: 21466109
  
  I am rejecting this response because: the discount code provided is invalid. 
  
  Sincerely,
  
  ***************************

  Business response

  03/25/2024

  Hi -

  Please see attachment showing that code provided is correct and active. Just a reminder as well - this code cannot be combined with any other type of discounts (shipping discounts/product discounts), and can only be redeemed once. If you are still not able to use the code, please do send us an email at ********************************** so we can provide you with a personal discount code. (As responses here are shown on the BBB website and might be accessed by others.) We appreciate your understanding.

  Customer response

  03/25/2024

   
  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

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed my order on February 24th 2024 its almost going on two weeks. My package is still saying processing when on the website it states 7-15 business days. Ive been supporting this wonderful black owned business for some time and I love you alls products. This is the first time this has happened. I sent two emails and havent got any update on the status of my order or whats going on. Usually I receive my products very fast. Ive order a couple of new items and Im excited to try them out. I hope I receive my order soon.

  Business response

  03/22/2024

  We sincerely apologize for the delay in processing your order (#******). We understand your frustration and want to assure you that we are working diligently to resolve this issue. Our team is currently investigating the status of your order and will provide you with an update as soon as possible.

  
  As a token of our apology for the inconvenience caused, we would like to offer you a 50% discount on your next order. Simply use the code (975ZYBASR03R) at checkout to redeem this offer. We value your support and loyalty to our black-owned business and strive to provide you with the best service possible.

  
  Please rest assured that we are prioritizing your order and will do our utmost to ensure that you receive your products as soon as possible. Thank you for your patience and understanding.

  Customer response

  03/22/2024

   
  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

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on thanksgiving day 2023 before around 12:45pm as a VIP salt bae. Today is 12/21 and it has been 4 weeks since making my purchase. I have been in contact with the support team and they have been sending me the same generic messages regarding shipping. I have referred others to the site and they have all received their orders despite being placed after mine. On 12/7 after several email backs and forth, a tracking label was created but nothing since! When I email they say they will look into it with *** but they dont have the package yet per the shipping updates. I want my package. This is ridiculous and exceeds the shipping info provided by the company.

  Business response

  12/26/2023

  We sincerely apologize for the delay in delivering your order, placed on Thanksgiving Day as a VIP Salt Bae, and any inconvenience this has caused. The overwhelming response to our Black Friday/Cyber Monday sale led to an unprecedented volume of orders, presenting challenges for our team in promptly fulfilling all requests. We understand your frustration and have taken immediate action to expedite the processing and shipping of your order. As of Tuesday, December 26, at 12:01 P.M., your package has been delviered by *** (Tracking: 1ZE3J7590111145967). We have also issued a discount code for your next purchase as a gesture of goodwill and gratitude for your understanding. We acknowledge the need for improvement in our processes to handle increased demand during promotions and assure you that we are committed to learning from this experience. We appreciate your patience and value your business, and if there are further concerns, our customer support team is ready to assist.

*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. ↩