ComplaintsforArt of the Root, Ltd.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I Ordered 12 products from art of the root store which was shipped out to correct address on August 27th 2024 to my address. To no fault of mine nor company mail carrier failed to deliver package to correct address. I called to USPS that stated due to incomplete address it was returned. I contacted art of the root by email to notify them of the status of product package. I was told there was nothing they could do about items missing or undelivered or not received. Buy as i read tgeir return policy it says they could give store credit or re order package once its received. I just want to the refund or store credit to my account. I made numerous attempts to receive confermation of ordered being refunded or credited by company. As ive ordered this before using the same address ive never accussed them of wrong doing but only need company to respond fairly to questions concerning refund or store credit to relieve a resolve issue. I have never been treated unfairly in this way. But it has caused frustration due to lack of response and assurrance from company. I would order again in the future as long as this can be resolved effiently and fairly.

  Customer response

  08/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ******** ****** **********
  
  I would like to dissolve this investigation as of today I ******** ****** ********** has received my missing items and do not wish to continue dispute against Art Of The Root store. I humbly ask that you disregard my complaint as matters stated in complaint has been resolved by company and USPS. BELOW IS MY EVIDENCE OF SHIPPING
  

  Business response

  08/31/2024

  THIS PERSON IS A LIAR - EVERYITHING IN HER COMPLAINT IS A LIE

  SHE HAS HER PRODUCTS- HERE IS THE EMAIL SHE SENT TO ME AFTER SHE FILED THIS FAKE COMPLAINT - AND I SERIOUSLY AM CONSIDERING INVOLVING LAW ENFORCEMENT AT THIS POINT.  HER EMAIL IS ENTITLED, "MY APOLOGIES"
  

  Re: My Apologizes
  
  
  ***** ********* ****** *********************
  Sent: Saturday, August 31, 2024 3:30 PM
  To: info artoftheroot.com ***********************
  Subject: My Apologizes
  
  Hello I know i contacted you numerous of times today by email. I was a little dishearted when i believe my package was missing. And it was lol. But i kept perzervering to make it work. As I stated before i Am very found customer of your wrk and have been on repeat a returned customer. I thank you for being patient with as I do love your service I do Apolize for any inconveience or trouble i caused by emailing too much. I have received your package as well today. By a miricle it was re delivered to my address and it has the correct address on it as well. Below is a picrure of all items received. Thank you Thank you I do look forward to keep ordering from you in the future! My apologizes for earlier complaint.

   

• Initial Complaint

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In August of 2023, I purchased 2 candles online at Art of the Root. I never received the candles nor did I receive any store credit. Through email correspondence I was told that the candles were delivered however I didn’t receive them and they admitted they didn’t require anyone to sign for them showing receipt. I requested a replacement order be sent on 2 different occasions, to no avail. So now I’ve enriched their company for merchandise that I never received.

  Business response

  12/11/2023

  THIS ORDER WAS SENT VIA PRIORITY USPS MAILTO MS. ****** TWO TIMES.  EACH PACKAGE INCLUDED INSURANCE IN FAVOR OF MS ******.

  First Package Sent 9/30/2023 via Priority USPS with insurance benefit in favor of Ms. ******:

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

  Tracking Number:
  **********************
  Copy Add to Informed Delivery
  Latest Update
  Your item was delivered in or at the mailbox at 3:24 pm on October 4, 2023 in ******* ** ****0*
  
  Get More Out of USPS Tracking:
  USPS Tracking Plus®

  Second Package Sent 10/24/23 via Priority USPS with insurance benefit in favor of Ms. ******:
  

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

  Tracking Number:
  **********************
  Copy Add to Informed Delivery
  Latest Update
  Your item was delivered in or at the mailbox at 3:31 pm on October 28, 2023 in ******* ** ****0*
  
  Get More Out of USPS Tracking:
  USPS Tracking Plus®

  *The **** ***** Postal District serves ******* and mail is handled through their ****** Postal facility.
  

  ART OF THE ROOT IS A SMALL SHOP AND WE GO ABOVE AND BEYOND THE CALL OF DUTY IN ORDER TO SATISFY OUR CUSTOMERS.  THIS CASE IS NO DIFFERENT.  MS ****** CAN/MAY HAVE RECEIVED AN INSURANCE PAYMENT IN ADDITION TO THE 2 CONFIRMED DELIVERIES OF OUR PRODUCTS.

  ANY NEGATIVE REPORTING OF THIS INCIDENT WILL BE CONSIDERED SLANDER AS THIS SHOP HAS CONFIRMATION/PROOF IN THE FORM OF USPS TRACKING INFORMATION, INDICATING BOTH PACKAGES WERE DELIVERED.
  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  April 25,2023 I placed the order for about $400. Love that products and had been ordering for them for a while. I had stopped ordering but started again when I was referred to them from someone and so I started ordering again and my first order that I had ordered in April. I didn't receive and so I informed them about it because it said waiting on delivery scan as if it was lost and it said contact us if you do not receive your order and I contacted them and they said I had to file a claim. So when I tried to find a claim USPS informed me that it was on the company to file a claim because they only insured the package for $100 in which my order was over $400 worth of product. So it would have been useless for me to file a claim, especially not knowing the information I needed to know like the date it was shipped out and the correct address from where it was shipped etc. And the shipper name and info that I need to know in order to file this claim. Plus by them only having insurance for $100 and me having over $400 worth of merchandise. So I formed the company and they still insisted that they owed me nothing which was a surprise to me and I don't know if it's a different person handling this company or the same person. But I had a situation like this happened years ago and it was a simple reshipment. Mind you it was only one product and it was a broken candle but it wasn't a big issue and I'm very disappointed because I'm not convinced the order from this company again and I love their products and it's sad. Like I said the products are very good. They smell good even if you just ordering for the smell and the quality. But this right here with the money lost change my mind. It was a humdinger. They could at least offered me a refund of a placement or a store credit. They offered me nothing. Not a. They just said you're lost bye

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