Complaints

• Initial Complaint

  12/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on December 22, 2022 and on December 23, 2022 I contacted ***** Moore by phone 2-3 times (NO RESPONSE) to have my order cancelled. I then proceed to reach her through chat, no response until December 24, 2022. When she responded, she respond letting me know that she hasnt been able to get a hold of her supplier. I emailed to have my order cancelled, therefore why am I being told about her supplier??? I then send another email letting her know Id like to have my order cancelled, on December 26, 2022, she responds with Im looking into this as we speak. What is there to look into if the only thing Im wanting and asking is for my order to be cancelled??? Quite simple! After hours of waiting, my issue was still not resolved. I then proceed to reach her through social media (INSTAGRAM) by sending her a message. I noticed she read the message, didnt respond nor resolve my issue. At 2:10pm I finally received an email stating my order has been cancelled and that a restocking fee of 25% will incur which leaves your refund to being: $62.04. No where in the policy does it states a restocking fee of 25% after a cancellation within 5 business days. Even if that was the issue, I contacted ***** Moore for a cancellation on the 23nd of December (THE *** AFTER MY ORDER WAS PLACED) and she dismissed that with a statement about the supplier, delaying the process of my refund. This person is a scam and I would like a full refund!

  

  Business response

  01/10/2023

  When the customer initially reached out to us on Friday, December 23rd @ 3:59 PM, the request was that the order be tracked not cancelled. She later requested on that same day @ 4:05 PM that the order be cancelled, but also followed up with another message @ 4:06 PM requesting that the order be tracked and that she'd changed her mind.  The request for the order to be tracked was immediately looked into once the message was received/viewed, which was after business hours on Dec. 23rd.
   
  I personally responded to her on Saturday, December 24th - Christmas Eve @ 12:40 PM, even though, not only were we closed for business but our supplier was closed as well, in observance of the Christmas holiday.  My response to her at that time was pertaining to her last received request via chat for her order to be tracked, and in that same response, I told her that I would get back with her on Monday, December 26th.  It was on that same day @ 1:25 PM that the customer then requested to have the order cancelled, however at that time, again both Moore Organic Foods and our supplier was closed for the holiday.  Therefore, her message was not received/acknowledged until we were open for business on Monday, December 26th.
   
  On Monday, December 26th her request to cancel the order was acknowledged. She sent the request to cancel the order @ 9:42 AM via chat, at 9:45 AM via email and via a comment that was made by her on an ********* post of mine, all in which was responded to personally, by me.
   
  I reached out to our supplier on Monday, December 26th (when they were open for business) and cancelled the order.  At that time, I was given the information regarding the time frame of the refund as well as the new information regarding a restock fee (NOTE: Moore Organic Foods cannot single handily cancel an order without also going through our supplier as well, which is where all of our products are stored). 
   
  I followed back up with the customer via email on Monday, December 26th with the abovementioned information as promised.  The customer was never told within the communication that she would not receive a refund.  What she was told was that a restock fee of 25% was going to be deducted from her refund leaving the amount to be $64.04, from $68.65.  She then questioned the amount and at that point I asked that she refer to our Terms of Service that are listed publicly on our website.  Section 4 of our Terms of Service is in place to protect our company in the instance that our supplier modifies their policy without notice. We in turn have the right to modify ours without notice as well, hence the charge of the restock fee.
   
  When the customer notified me via email that she disputed the charge with her financial institution verses waiting the 3-5 business days for the refund, I responded back via email notifying her that she would now have to wait until her financial institution contacts mine; I provide to them the same information that Im providing to the BBB and once the determination has been made between both parties, the refund will then be released.
   
  The customer was always responded to at a reasonable time due to holiday hours (with the exception of a duplicate message via *********); there is no record that the customer contacted ************************** times on December 23rd, rather she called once on Friday, December 23rd at 4:03 PM and again on Monday, December 26th @ 9:10 AM; the last chat that was received from the customer on 12/23 before we closed for the holiday was to have her order tracked and thats what was responded to; once a clear request to cancel the order was received, the order was cancelled; the customer was never denied a refund nor was the process of the refund ever delayed, moreso that her refund will be returned minus the restock fee because our Terms of Service and Policies stands; now that the customer has disputed the charges with her financial institution she would have to wait to receive her refund until after that determination by them is made which is out of the hands of Moore Organic Foods, LLC and myself individually/personally.
   
  Please see all attachments that backs up everything mentioned above.  The customers name and personal information has been blotted out at the request of the BBB.  If further information is needed, please let me know and I will be more than happy to produce.
   
  Also, if you could please confirm receipt of this email that would be greatly appreciated. :-)
   
   
  With warm regards,
   
  Ms. ***** Moore
  CEO
  MOORE ORGANIC FOODS, LLC

  Customer response

  01/11/2023

   
  Complaint: 18642059
  
  I am rejecting this response because ***** Moore stated that I contacted her on December 23, 2022 to track the order. Incorrect. On the website when clicking on the chat option, I automatically clicked on one of the instant answers, in which track my order was one of them. In doing so, it brought me to the chat box where I was able to notify her to request a full refund. In addition, nowhere on the website does it states anything concerning a restocking fee of 25% within 5 business days for a cancellation of any sort. Nevertheless, why am I paying for items I have not received and for an order I requested to have cancelled less than 48hours? However, if a restocking fee is incurrence to buyers, ***** Moore should make that perfectly clear on her website to avoid issues such as this one. Also, to give buyers the option to buy from her or not. She was deficient in making that clear in the policy. Id like to also mention that she had no issue with responding to me during a time in which she states, the business was closed. But failed to take initiative to my request upon me reaching out to her on December 23, 2022. And yes, I did dispute the charge with my financial institutionconsidering ***** Moore making the choice to disregard my concern and her also making the choice to not refund me fully for an order I requested to have cancelled less than 48 hours.
  
  Sincerely,
  
  ***************************

  

  Business response

  01/16/2023

  Good afternoon,

  As previously stated, the customer has not been denied a refund, the customer will in fact receive a refund minus the restock fee.  It has since been discovered that the customer was misquoted the amount due back. The amount that was given is actually less than the 25% restock fee that was initially stated (see attached correspondence), however we will still honor the refund amount in the attached email.

  This will bring the customer's total to $62.04, which is a $6.61 difference from the total of $68.65, versus a $17.16 difference from the total at 25%.

  Moore Organic Foods will adhere to the Terms of Conditions that are listed publicly on the website whereas we reserve the right to modify our services without notice to the consumer, hence the 25% restock fee that is now required by our supplier.  Again, for clarity, in this particular instance the restock fee will be lower ($6.61) due to our error at a misquote.

  Please see attachments pertinent to this response. 

  Thanks!

  Customer response

  01/19/2023

   
  Complaint: 18642059
  
  I am rejecting this response because as I stated in my previous response, no where in the policy nor in the Terms of Service (section 4) does it clarify a 5 business days restocking fee of 25% upon a cancellation of an order. Which Id also like to mention, was canceled less than 48hours. If that was the case, that should have been indicated on the front page of the website to make buyers aware. However, ***** Moore failed at making that information fundamental. I will not accept half of what I paid for and for items Ive never received. Overall, I will no longer associate myself with ***** Moore. Moving forward, I will let my financial institution take it from here. Have a lovely one and stay safe.

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

*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. ↩