ComplaintsforSoulTopia
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Complaint Details
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Initial Complaint
06/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an online order for products from this company, a few days later I received an email stating that one of the items was not available. At this time I requested cancellation of the entire order. As of date, I have yet to receive any notification of cancellation. The order confirmation #RXXXXXXXXX.Business response
08/17/2022
Business Response /* (1000, 7, 2022/07/07) */ This is an inaccurate reflection of what happened. The customer, ******** ***** ordered two items online on June 16, 2022. SoulTopia's shipping manager reached out to the customer via email on Fri, Jun 17, 2022, at 1:15 PM to inform the customer that we did not have one of the items in stock. She asked Ms. ***** if she would like a replacement candle. Ms. ***** responded No, and asked for a refund on Fri, Jun 17, 2022, at 1:47 PM. The shipping manager responded with she will have the Operations Manager process the refund by the next business day. On Sat, Jun 18, 2022, Ms. ***** emailed again and said that she had not received her refund yet. Because our shipping department and the Operations Manager do not work on Sat and Sun, SoulTopia's shipping manager emailed the customer back and explained that the refund would take 5-7 banking business days to process. On Tues, June 21, 2022, the shipping manager emailed Ms. ***** a copy of a refund receipt of all items and reassured her that her refund would process within 5 to 7 banking business days depending on her banking system from the date the refund was processed. SoulTopia shipping department responded to the order within 24 hours. We also informed the customer that the item is out of stock within the said 24 hours. The customer was issued a refund within 72 hours of purchase, and it took 5 to 7 banking business days for the customer to receive their refund of $23.90. On Tues, Jun 21, 2022, Ms. ***** filed a complaint with the BBB saying that she had not yet received a response or refund. The item was purchased 2 business days from the complaint and every refund takes 5 to 7 banking business days to process. SoulTopia responded and processed the refund of $23.90 well within a reasonable time frame. All transactions occurred within 72 hours. We ask that this complaint be removed from our company profile as this is one hundred percent inaccurate. I have attached all correspondence from the customer and the shipping manager along with the receipt of the refunded amount of $23.90. It would not be unreasonable to assume Ms. *****, a competitive business owner similar to SoulTopia could consider the turnaround time to be reasonable prior to submitting a complaint. Thank you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.