Danielle D.

I ordered products directly from their website after being a dedicated customer for over a year. I never received the products because FedEx delivered it to the wrong address. I contacted Customer Support with this issue and provided proof that it was not delivered to the correct address. Roxie contacted me and said I had to wait 5 days before she could help me. I was told they don't offer refunds (which contradicts the policy on their website) but after pushing for a refund I was told that I would receive a refund if not received within 5 days. On the 7th day of waiting, I did not receive any outreach from Roxie. I contact her via email twice over a span of 4 days. After not receiving my refund as promised, and not receiving an email response from Roxie, I had no other option than to dispute the charge with my credit card company.

After notifying Roxie of my actions, she finally responds and tells me she cannot process a refund any longer because of my escalation and I'd have to wait on accounting to respond. Even though I could easily receive a refund that day, and then cancel my claim with the credit card company, Customer Support refused to issue me a refund for products I never received.

Not only does this company lack integrity but their actions are fraudulent. I never received their products, I provided proof of non-receipt, and they will not honor their word for a refund.