Complaints

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sunscreens were not full. Got about 3 uses out of them. Ive bought from the company several times and spray lasts much longer than a couple of sprays. Also the nozzle for the oils constantly get stuck or dont work to the point that I have to take the top off in order to get the product out. *** never had this problem before

  Business response

  08/02/2024

  Hi ******,

  I'm very sorry to hear about your recent experience with our Body Mists. If you could please send the order number, I can definitely look into it for you and process either a refund or email you store credit in the same amount. 

   

  Thank you!

   

  Warmly,

  Korbyn

• Initial Complaint

  06/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed the order on May 28 (T0WJT4UZA)It would not let me change my shipping address on Paypal. When I returned to the Supergoop site, my order was immediately processed, and they did not allow me to change it on the website (a glitch on their end). I immediately emailed Supergoop and informed them of the problems but was told that it could not be fixed at that time. I was to notify them after the delivery attempt was made and email them afterward. I attempted to add a note to the **** to forward the package to the same address as all of my other mail, but the package was forwarded to ******. I emailed Supergoop on June 7 with no response (tracking **********************) After not receiving an email reply nor being able to successfully connect with an agent after calling the support number on several occasions (June 10 [3 attempts], June 11 [3 attempts], June 13 [2 attempts]) during business hours and an additional follow up email (June 11) again with no response. I would still like my package but at the very least, I would like a refund for the full amount $136.53.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order with Supergoop, 5 days ago now and order never shipped. I contacted yesterday and received a reply stating they refused to cancel because it "shipped". It has not shipped and I already purchased products from another company. I just need the refund from Supergoop and cancellation of order. The order is clearly not shipped and was not close to shipping when I contacted.

  Business response

  06/05/2024

  The order is in transit and is scheduled for delivery tomorrow.  We simply asked the customer to wait fo rmore details to populate before we sent a replcaament. 

   

  Fedex tracking number 275433032790

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My ORDER #*******: Ive tried reaching out multiple times since receiving my order damaged with the the 18oz spf lid not closed with over half of the product missing when I received the package it was bent and the tape was coming off from all the spf being spilled/not being packaged properly squished in the tiny box. I couldve easily bought this item at a local store but decided to order from the actual company since I was buying multiple things. *** requested to resolve this issue by either receiving a full refund or full replacement but have not been able to reach their customer service successfully after multiple attempts I decided to file this complaint. Please see pictures attached:

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed a $200+ order on June 11. Their website says orders ship next day but the 12th was a holiday so I expected the 13th. It was shipped the 14th and shipping was never once updated. I waited the 5-7 business days they say shipping will take. When I reached out I had to email TWICE to get a response. No one answers the call line at all. By the time they emailed back I had been waiting ****************************************** transit and asked if they could re send it. I said yes but could they please expedite it since Ive been waiting so long. She completely ignored my request and shipped it ground again. They are currently offering free two day shipping as a promotion but did not apply it to my replacement order. When I reached out again asking for faster shipping they only offered to refund $10. I told them this was not satisfactory for a month wait time for such a large order and she told me I could return my products when they arrived. Worst customer service ever.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction July 16, 2022 but today August 05 2022 still no product delivery. Call them many times but no one response and recommend to email to them then disconnect. Was able to speak to ******* one time on July 28. After that ******* and I email back and forth but now no more response for three days. I try to follow up and I report delivery status to them each day. I went online today to find every which way to communicate with them but I also report this issue to you and hopefully they need to improve their communication services. They are already collect my payment on line. Thank you. *******************

  Customer response

  08/15/2022

  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.

  I received the replacement this morning. Thank you.

  
  
  Regards,
  
  *******************

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order #ORDER #******* for an upcoming trip. I subsequently received my order in two different boxes. One box had several items missing and the other box had two defective items. I was scheduled to leave within a couple of days so I reached out to their customer service and was "assisted" by Ysan. They were completely unphased by their misstep and made no effort to make this right. As I stated previously, I was scheduled to leave the country within days so I had to go out and purchase alternative items, that were indeed more expensive. They emailed me back with instructions on how to mail back the order but it was already the afternoon before I was scheduled to leave in the morning, therefore there was no time to place it in the mail. So I reached out after I returned home to get assistance on the return since the link they provided was not working and was told my order within the 30 day return time frame. I was flabbergasted as I wouldn't have needed to return anything if they had gotten my order correct in the first place. Additionally, I was on the same trip that I had intended to use the products for but again was unable to due to their error. I no longer need any of the remaining products as I purchased alternatives to fix their mistake. I was only offered a refund for the items that were missing and defective. Again, I shouldn't be forced to keep any of their products. I want to return the other items and receive a full refund. They should be attempting to improve my poor experience, not make it worse.

  Business response

  05/23/2022

  Hi ****,
  
  My name is ****** and I'm on the Supergoop! customer experience team. I just wanted to reach out to confirm that we have received the complaint regarding *******************************.
  
  We've looked into this issue and are rectifying it with the customer- a refund has been issued and a discount on their next order has been provided as well. 
  
  Please let me know if anything else is needed on our end regarding this matter!
  
  Best,
  Korbyn
  
  

*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. ↩