Complaints

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  No further "automatic" deliveries of the product.

  Business response

  04/09/2024

  To Whom It May ****************************    Our team has reviewed the complaint from *************************** and we can confirm that a Subscription for one tube of our Moisturizing Lip Balm was put in place on December 7, 2023 when she placed Order Number: BB40382 (please refer to the ** Subscription Activation attachment). We successfully cancelled her recurring subscription effective today, 4/9/2024 (please refer to the ** Cancelation Confirmation attachment). We also included a screenshot that details the numerous subscription installments that have taken place since the activation of her subscription (refer to the ** Recent Orders attachment). So far as we see it, this recurring subscription was put in place by this customer effective on December 7, 2023 and should she wished or needed help managing her subscription, we would have been more than happy to assist her with this process, as we did today. Please let us know if there is any additional information you need from our team regarding this complaint and we will be more than happy to assist! 

   

  Best, 

  Bag Balm Consumer Relations 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bag Balm had ***** articles in bottom 1/4 of can Called and called, they never called back Deceptive advertising talks about lanolin but ingredients show is really mostly petrolum

  Business response

  01/30/2023

  Good Afternoon *****, 

  
  
  Thank you so much for bringing this matter to our attention. We are eager to look further into this to prevent another individual from having a similar experience and we are more than happy to issue you a refund for your purchase. 
  
  Would you mind providing us with the lot number on your tin (5-6 digit number on the bottom of your tin) so we can further investigate your claim?
  
  Would you also mind providing us with your order number so we can locate your order and issue you a refund? 
  
  As for our mention of lanolin, it is our second most prominent ingredient that helps to moisturize skin and it's what differentiates us from other similar products.

  
  
  Thank you so much for your patience, and we look forward to making this correct for you! 
  
  Bag Balm Consumer Relations 

  Customer response

  02/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Response taken by a BBB Representative:
  I am rejecting the businesses response, because if I accept the complaint will close as resolved.
  I have left many, many messages on your voicemail about the issue I had with the Bag **** and no one ever got back to me. The balm was bought at a store, which one I don't remember. There is not a lot # on the bottom of the tin and I don't have an order number, since I purchased it at a store.
  I am asking for a ***** refund, since I am unable to use the product.
  

  
  

  Business response

  02/02/2023

  *******************, 
  

  Thank you so much for getting back to us regarding this. We want to reassure you that we have someone monitoring our voicemails and they respond to our customers daily. We take it very seriously that we might have missed your calls and have combed through our phone records and were unsuccessful in obtaining any record of your call attempts. Could you please confirm your phone number for us, so we can further investigate this for you?
  
  The phone number that we can be reached at is ************. Can you confirm if this is the phone number you were calling in an attempt to connect with us?
  
  Please know we are not able to issue a refund on an order that isn't in our system but we will gladly ship you a replacement 8 oz. tin unless there is a different product you would prefer. 
  
  Could you please do us one last favor and confirm your shipping address for us so we can ship out your replacement as quickly as possible. 
  
  Once you get back to us we will happily assist you in making this correct for you. 
  
  Thank you kindly, 
  Bag Balm Consumer Relations 

*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. ↩