J S.

I started buying their products 8 months ago and generally their products are good (and align with my organic/natural products criteria), but after a mistake in my order where a product was added that I did not order - a sampler kit that is usually added as a free gift - and was charged full price ($40 for a sampler kit that is usually added as a free gift!) despite the claim that everything was 20% off - the only one not given the discount, I attempted over 2 months and around 7 hours of my time to get it resolved. I sent 12 emails called over 20 times. Each email responded with an auto reply "you can return your product by following directions at this link", which said I needed to pay the $10 return shipping and by the time I got it it was "past the return period." I do believe this company is in trouble because they must have no staff to actually answer emails (it was clear they were not even reading my emails when I explained I had not ordered the product, when I didn't want to pay return shipping, etc.) nor the phone. The 20+ times I called during their supposed business hours I got a message each time "this mailbox is full and is not accepting any more messages." Not only do they not have a person to answer the phone but their mailbox has been full and unchecked for over 2 months. I am disappointed since I did like the product, but I cannot do business with a company with such unethical practices to make money by adding products to customer's invoices that they did not order and charging them for it (guessing they do this regularly but some customers just don't notice - or they give up trying to get it resolved after getting no response to a call or email) and non-existent customer service. There are many other natural/organic skincare companies today so I am certain I can find another that has an actual business with customer service that will have just as effective skincare products - and in fact I have already transitioned to a new one that so far has been great (time will be my true test).