Complaints

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company failed to send one of two products which I bought in December. They failed to tell me the product was out of stock at the time of purchase and afterwards until I reached out to them. I have since asked for a refund for the Fudge Brownie protein powder four times since January 25th. They have only responded with requests to confirm the refund and are passively refusing to refund me for a product I've never received.

  Business response

  03/03/2023

  The customer reports are accurate in that one of the products she ordered unexpectedly went out of stock after she ordered. However, she did email and saying everything was fine, and she was willing to wait. Additionally, when the flavoring company experienced delays, and the product was further delayed, we immediately offered a refund, which is processing per the attachments. 

  Per the email correspondence, the customer was communicated with, and the issue was addressed. The supplement industry is still experiencing unexpected delays in supply chain, and longer lead times for products, causing products to take longer than expected. 

  Milk Dust delivers and maintains the happiness of thousands of customers every month, and it is unfortunate that one customer would choose to go this route when they were more than taken care of. 

  Per the email strings attached, our customer service stated, 

  "Hi *****,
  Thank you for checking in with us! I've looked at your order and Fudge Brownie is still out of stock due to waiting for all of
  the ingredients to arrive. We are doing everything we can to get them restocked ASAP!
  We are so sorry for this inconvenience. As breastfeeding mamas, we know how important Milk Dust is for you and your
  baby.
  As mentioned previously, at any time I can cancel and refund your order. Just know that this will take your order out of line
  and if you plan to order again it might mean a longer wait.
  Please let me know if you have any questions. I'm happy to help."

  When she later requested a refund, and customer service needed to confirm that is what she meant, she chose to spin that response and use it as a way to get back at a company for only being out of stock of a product that is so wonderful. 

  Again, customer service responded saying, 

  "Hi *****,
  I have completed your order cancellation and refund. I truly apologize for the wait and that we were unable to be a part of
  this breastfeeding journey. We hope to earn your business in the future!"

  Per the attachments, her refund is pending and will process. 

  Milk Dust has been in business for over 4 years, and in that time, pushing through Covid and many obstacles, has still maintained a wonderful reputation and product. Overcoming obstacles still existing in the supply chain did take a toll on the company and our customers, but Milk Dust offered free product, refunds and discounts to ensure customers were taken care of the best possible. 

  Customer response

  03/03/2023

   
  Complaint: 19496477
  
  I am rejecting this response because: the businesses depiction of their delayed response is false as was documented in the verbatim emails attached to my complaint. Those emails included both parties responses. While they finally issued a refund, they only did so after I alerted them to being reported. I made multiple requests for a refund and Milk Dust chose to require a confirmation regardless of the clarity of my request. This "confirmation" is not part of the refund policy published on their website. When a customer requests a refund for a product that was unfulfilled,  the company is responsible for honoring that request, not repeatedly requiring a confirmation and delaying the refund.
  
  Sincerely,
  
  ***********************

  Business response

  03/16/2023

  The refund was processed as requested, and the confirmation from customer service was just to clarify the customer's wants and needs. Many customers requested to change flavors or wait for product, so customer service just wanted to make sure. 

  In no way was the customer ignored, or not given a refund.

  A customer simply being communicated with, or even asked one too many times to clarify a refund is not a reason to report, especially when the refund was processed as requested prior to any reports being made.

*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. ↩