Complaints

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered food grade ethanol for food extraction purposes for a new project I'm starting. I Googled where to find food grade ethanol and they were the first name in the biggest pop up. Everything went fine and dandy until it took longer than normal for my package to arrive. Then package was delivered to my doorstep. I texted back a big thank you. Open said package to discover that my sealed bottle of ethanol was missing about 30% of the product and did not weigh two cups worth. I took photographs and immediately emailed Lab Alley, to let them know. Only to disappointingly get that gut syncing internet *************** of "here's your ticket number". As usual when that response happens that is the last you hear of any once accountability from their side. All they sent me was a follow-up get 10% off with a good review type of advertisement. I sent them a letter stating how I felt which is basically I'm sick of being ripped off by internet retail which accounts to about 50% of my purchases. A lot through Amazon.com and Albertsons Grocery apps. This not even two cups of food grade ethanol cost me $58!? Sigh.P. S., There was no paperwork, bill of sale and/or content. It said it came with instructions which it did not. That's always a bad sign. I told them he had no problem taking my credit card.. they also were sent photos.

  Business response

  03/29/2023

  Thank you for notifying us of this complaint.  Perhaps this customer filed his complaint prior to receiving the reshipment of his product.  He is not accurate is stating that he was never responded to.  ********************* spoke to him via phone several times and was very kind to him and got his order of only 1 pint of our product reshipped out to him at our expense, and very quickly.  Her notes regarding contacting him are shown on the order page, in the notes section, towards the lower half.

   

  I have attached proof of his original delivery and the delivery of our reshipment to him for the product.

  this complaint has no merit as the situations was resolved immediately with the customer and our reshipment of the product.

  Thank you,

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

  Office Manager

  ************,  ext. 102

  Customer response

  03/29/2023

  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.
  
  Regards,
  
  ************************************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As you can see there are a pattern of complaints. If you get the wrong product Lab Alley will do everything they can not to refund. I strongly warn anyone reading this not to order from this company.I ordered SDA 40B Ethanol 200 Proof. This is not what I received, I told them this as I've been ordering it for literally over 10 years. Naturally they didn't believe me thinking their customers are just ordering lab companies without knowing what they are. So they sent me a sample that was slightly closer but not right. Finally they went and checked their own supply and finally confirmed it was wrong.Still they did not want to refund, they wanted me to return it and then get another shipment. I use this product in fragrances we sell so I can't just go without it. They set up a return, but due to them using the cheapest discount carrier possible they showed up 3 different times and didn't pick up. This was due to UN numbers not matching on the bill of lading (created by Lab Alley), missing placards, etc. Also the trucking carrier twice just didn't show up, including when someone waited on a Friday afternoon that wanted to leave.Finally after 2 weeks (!!!!) the carrier managed to pick up the product. At this point I could wait no longer. So I asked to be refunded. At this point their usually prompt, but unprofessional customer service couldn't be bothered to respond. Only when I threatened a chargeback did they finally respond that they sent it to the owner. The responses were pretty much the same as the companies responses to these BBB complaints. Is that what you want to deal with?Now today 3 days later I don't have a refund so the chargeback has been filed and I'm also posting complaints in several places. BEWARE of this company, for them to have this many serious complaints for something that should be simple tells you to stay away.Now we will see the snarky response implying yet again it's somehow the customer's fault.

  Business response

  10/03/2022

  The customer's order was refunded to him on September 23rd.  I have attached a copy of his Invoice/Receipt showing that the refund was successful for the amount of $3,816.00.

   

  Lab Alley procedure is to always try to resolve our customer's complaints quickly.  We offered to replace the product with a new shipment the same size at our expense and yet the customer only wanted a refund, which was then processed for him.

   

  He was refunded and the product was picked up by the carrier.  We use major national freight carriers for all of our freight shipments.  A truck driver not having the correct placards for shipments they are transporting is not something we as a company have any control over.  No further action is required on this issue.

  Customer response

  10/04/2022

  Complaint: 18064397
  
  I am rejecting this response because:

  
  

  While the refund was processed at not one time did the company ever apologize for the mistake. I wasted a ton of time on this and paid people overtime to wait for trucking companies that did not show up. I did not want to file the BBB dispute but apparently had to to get my refund. Company did nothing until BBB dispute was filed. A professional company would have apologized for his fiasco not made excuses.
  
  Regards,
  
  ***********************

*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. ↩