Complaints

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered and paid for 2 pounds of organic unrefined **** butter (*****) for a total of $25.29 on May 15, 2024. The order number is #BNE2815. I did get a confirmation email. On June 10, I got an email saying a shipment is on the way with a **** tracking number of ****************************** For 2 weeks, **** has been awaiting the item. I emailed them on 6/17/24, and gotten a notice that the email delivery wasn't delivered because the address couldn't be found or is unable to receive mail. They don't have a phone number.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company on April 7, 2023, approximately 9 months ago, and have yet to receive it. Unfortunately, I am unable to track my package due to the unavailability of the tracking number, and it seems that their website was no longer accessible. Additionally, the response time from this company has been significantly delayed. Overall, this has been an exceedingly unpleasant experience for me as a new customer, and for this reason, I would like to request a refund.

  Business response

  12/10/2023

  Hi *******, my apologies for any seeming despondency and the unsightly delay. The site was down for several months but we're back up asks running! I attempted to contact you via text message but I'll put that response here

  "Good morning Saviona, this is ******* from Beautynaturalsexpress/Butters-N-Bars and I wanted to reach out to you directly.  I didn't open the complaint from the BBB but I saw it and checked the tracking and see it never moved and I apologize for this mishap.

  So we can move forward in 1 of 2 ways. I can get this reshipped to you this week with new tracking or I can refund this and offer a 30% discount for future purchase with either option... Just let me know what you prefer. Thanks so much for being a customer and thank you for your patience"

  Look forward to hearing from you

• Initial Complaint

  06/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I'm filing a complaint because I never received the products that I purchased from Beauty Naturals Express. I made the purchase on 5/26/23 for $40.75. I ordered 1/2 pound of organic unrefined mango butter, and 2 lbs of organic unrefined virgin **** butter (*****). My order number is BNE2773. They sent me an email in 6/12/23 stating that a mailing label was generated as well as a tracking number, but nothing was ever mailed. My tracking number is ***************************. I tried sending the company an email about this matter but the email was sent back as "unable to deliver". I then sent a message to the business owner via their website, however later that day the website was down and still to this day their website is down. I tried looking up online for a phone number for this business, however there isn't one. I would like the business to provide me with my products that I paid for, and if that's not possible I would like a full refund.

  Business response

  07/22/2023

  Hi *******, 

  I had attempted to respond to this complaint then it was closed but now it's reopened so firstly our apologies for the unsightly delay! Secondly,  when the complaint  was initially opened I looked into the matter because while I was out having surgery there were several orders that were marked as shipped that never actually left us and as suspected yours was one of those. 

  So I made sure they order was packaged and shipped and it was delivered some time ago.

  Please confirm your original tracking (the one above isn't showing as valid on my end) and verify receipt of your order.

  Thanks so much for being a valued customer and again apologies for the inconvenience this may have caused

  Customer response

  07/24/2023

   
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have received my products that I paid for. This complaint can now be closed. Have a good day.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 28, 2023 I placed an order for : Organic Amla ************* 8.5 fl oz 1 $13.99 Nourishing Herbal Hair Masque 1 8oz $15.99 $15.99 Extra Conditioning Butter 1 $8.99 Original Grow My Hair Butter 1 4 oz $8.99 A week or so later (no big deal because of the holiday,) I got a messages saying Pre shipment info sent, **** awaiting item. This is the only update I have received, and I had no other choice when ordering but to choose priority shipping. It has been almost a month! Then today, I decide to go to the website for some contact information, and the site is down

  Business response

  06/22/2023

  Hi there, 

  Thank you so much for being a ***** customer and bringing this matter to my attention. According to our records the order was shipped, however, i will look into this matter with both the post and on my end to discern the problem to get this to you right away.  If it is an issue that requires reshipment (lost in the post, damaged and returned,  etc), new tracking will be sent but either way I'll ensure this is in your hands by early next week at the latest and Apologies  for the inconvenience the unsightly delay may have caused

  Customer response

  06/22/2023

   
  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. 
  

  Also, thank you so much for responding quickly and being able to help me get my order! I have been ordering from you since 2010 and love your products!!! 
  

  Thank you!!!

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

• Initial Complaint

  06/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an online order on 6/10/23 for 4 items totaling $36.21 including shipping. I received an email stating my order was received and I will get information regarding shipping on order number BNE2778. On 6/13/23 I received an email stating my order was shipped and was given a tracking number. 2 days later I checked the **** tracking and the status was Pre-shipment waiting on item. Checked this every day and was STILL in the same status. I sent a message to *** for status of my order getting shipped and received a reply saying your items were shipped. On Friday 6/16/23 after checking the **** tracking the status was the same, waiting for item. I sent a message to *** asking where is my package because **** is waiting to receive the item.. I received a reply with link to an app Shop to track my package. This app had to be downloaded to my phone, which I did once I clicked the tracking box it proceeded forward to read item delivered 2 hrs ago. I happily went and checked my mailbox and nothing was in it. I sent a message to them again to let them know it was not delivered to my address. I double checked my address was correct on my order and want to know where is my package. I asked for a refund since I havent received my package. I never received another reply back from them. Also that Shop app never showed a shipping process such as received, enroute, will be delivered etc. It seems to belong for this business exclusively. I feel like Ive been scammed by this company. Im so sorry that I didnt check reviews on this company before placing my order.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made a purchase on 2/28/2023 in the amount of $32.72, order #BNE2744. My order includes: Organic Unrefined Mango Butter, Organic Unrefined **** Butter, and Pure Raw African Black Soap. I received a shipping notice on 3/7/2023. As of today the tracking shows that **** is awaiting the package. I sent an email on 3/26 no respnse. I also went to the website on 3/27 to initiate a chat with the company and have yet to receive a response. I paid $9.53 for shipping. The **** tracking number provided is:420199609305510944101975062339

  Business response

  04/05/2023

  ****** my apologies for not following up here. I broke my wrist and had to have surgery last week but I do see the parcel was finally delivered on April 1...please let me know if it arrived in tact. Thank you for your patience and apologies there was additional delay

  Customer response

  04/07/2023

   
  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,
  
  ***********************

*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. ↩