ComplaintsforWholesale Supplies Plus

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a fragrance oil that they no longer had in stock. They waited until the day the rest of my order was delivered to tell me that fragrance was canceled to tell me they cancelled it. They told me it should be back in stock next week, so why cancel it. Now if I were to reorder just that product, I would have to pay an additional handling fee and shipping since it’s under $25. Also, when I received my order, one of the bottles had no identifying information on it. Based on process of elimination, it should be the Apple fragrance but it smells nothing like apples.

  Business response

  10/19/2022

  Dear BBB,

  Thank you for bringing our customer ***** ******* complaint to our attention.  Ms. ***** placed her order during a fragrance sale.  During this sale there were caveats on the sale stating there would be no back orders. "Promotion does not apply to previously placed orders, special orders, sales items. Bulk items may be excluded. The promotion applies to merchandise currently in stock, with no backorders." (see attached email for reference) 

  Ms. ******* order was not held up due to the one out of stock fragrance, it was placed in the queue for picking and packing, we send out all orders on a first in first out basis (unless the customer pays for a "line jump"). During a sale we generally see extended lead times which are reflected on the header of our website, at the time of the sale we were processing orders within 5-7 business days.

  Our Customer Care Supervisor will be reaching out to Ms. ***** regarding her "Apple" fragrance.  This was definitely a miss on our part and we are working with Ms. ***** to rectify the situation to her satisfaction, as well as reviewing with the Operations team to ensure that the proper training is throughout the warehouse team regarding sending out product with no labels.

  Wholesale Supplies Plus is Passionate about the success of our customers and want to do the right thing for them as they proceed to use us in their business endeavors. 

  Sincerely,

  S.P.

  Customer Care Manager

  Wholesale Supplies Plus

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order supplies from Wholesale Supply Plus on April 6th 2022 for 172. 24. The first issue was that my order was held by Kathy since I placed prior orders with opt to send in check or money order. When i emailed them I told them to cancel all orders that were still pending payment as i push a new order through which was paid for already. Despite seeing that one of the orders was paid in full she stated, " I have put all of your current orders on hold until you confirm the second order to be canceled" Why would a hold be placed on a fully paid order. this prolonged the processing time and due to this exceeded the 2 day period and lapsed into a weekend where I would be waiting another 3 days till I got frustrated and cancelled the order completely. Then today I woke up to a refund for only 5.08 when the original charge was for 172.24 and then they combined another order I placed after where the combined the two to save "on shipping costs". I never had such horrible experiences with them as i ordered many times from them in the past but now the company logistics seems a bit shoddy. I have emailed and messaged them several times with no response yet. I want the money back which was 172.24 back on my card. Who ever took over this company who ever bought out the original owner is driving this company down in the mud

  Business response

  04/19/2022

  Dear BBB
  Thank you for bringing this matter to our attention and for the opportunity to review this Mr. ****’s complaint.  Per our records, Mr. **** placed his initial order on 4/5 (Order# *******).  He emailed us to cancel the order on 4/8.  The cancellation request was sent to us at the end of the day on 4/8 after our office closed and therefore the cancellation was not issued immediately.  That said, the order cancellation was issued on 4/11 when our Accounting Staff returned to the office.  I have attached proof of the cancellation and refund showing that both charges for $5.08 and $172.24 were refunded on Monday 4/11/22.   Mr. **** contacted us via email and social media on 4/13 asking why he did not receive his refund for $172.24   Our Service Team confirmed that we refunded the $172.24 on 4/11, and suggested he check with his bank as they may take longer to process the refund on their end.  
  
   Attached is proof of cancellation showing cancel date as well as the transaction ID, amount of funds returned, date and time of refund, and merchant authorization code. This detail is proof that our company processed the refund. Some banking institutions may take longer to release refunds but will usually post the transaction within 5-7 business days. If the customer has any questions regarding the processing time through his credit card or bank, we would recommend that he contact them for confirmation.  There is nothing that we can do on our end to speed this up.
  
  We hope that he will accept this written explanation.  I welcome the opportunity to discuss with him at any time via the phone# listed below.  
  
  Thank you!
  
  Moneice
  Director Customer Service
  Wholesale Supplies Plus, Inc.
  7820 E. Pleasant Valley Road
  Independence, OH 44131
  1.800.359.0944 x210
  
  

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