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This company is a rip off! I ordered from them, a couple days later I found most of the Products I had ordered from them cheaper somewhere else so I tried to call but found out from the recording that I had to write an email to make any changes to the order. I wrote an email asking them to remove a couple of the items and still keep the other ones on the order. They responded with an email saying the went ahead and canceled my order completely, charged me a restocking fee of almost $20, and said that I could place another order with the items that I wanted! I wrote back another email trying to reason with them, but they were completely unprofessional and rude . Buyer beware of this company who is only out for your money.
Where to start?
From my first interactions with Matt from customer service I was off-put and disappointed by his apparent lack of care or attention to my inquiries and curt responses. Quite "moody" and seeming to not want to extend the effort for a customer.
After placing our first order on 08/11 we finally received this after nearly a month of waiting on 09/08 (far longer than any other supplier we have been ordering from during the Covid-19 situation).
When requesting written documentation for their website claims that say they are cruelty-free I was told to refer to the FAQ and given this exact response:
"From our FAQ, on the website:
1. Do you engage in animal testing?
Ingredients To Die For does not engage in any animal testing nor do we support any companies that engage in current animal testing."
When further prompted for a written document with a signature as confirmation, because as a legitimate cruelty-free company we cannot simply take your word at face value, we were told this by Matt:
"There is a $65.00 documentation fee for all documentation that is not considered to be a part of our normal operating process. The only documents that are considered to be a part of our normal operating process are MSDS* and CofA* for raw materials and that is because those documents are required by most of our customers. When you or the company that you choose to work requires documentation that is beyond the standard documentation required and usual for all companies and / or businesses and therefore not usual to our other customers then we will not absorb that cost into our product line because all customers should not have to pay for any one customer's special needs."
They want to charge $65 for validating their own claims that their products are cruelty-free and not animal tested? What if we had purchased organic materials? Would they charge $65 for sending me an organic certification as validation for their claim? They should already have this information at their disposal.
When we informed them that because of their hesitancy to provide such validating documentation that we would prefer to take our business elsewhere, because such hesitation makes us question the legitimacy of a claim, we received this response from Kevin:
"We are sorry, you have only placed one order from us and we can't do extra work for non-customers. For regular customers we do this for free. We do not for new customer as we do not know if they are regular customers.
Every company has their own policies and just because the other companies did it doesn't mean anything to us. This is our policy, to prevent people coming to us to get a certificate and then go ahead. We started this policy because we found out that many of the people asking was a one time purchase."
Placing one order with this company classifies the consumer in their eyes as a 'non-customer', and regardless of the money you spent and the obligation they have as a company to validate the claims for the materials they sell, if you only place one order you are not privy to that information as they simply assume that people placing their first order will not give them return business. Not only that, they consider even having to take the time to validate what they are claiming of their business (the bare minimum of customer service in my opinion) to be "extra work".
This is, in my opinion, a very poor "get them before they get me" business strategy, and a very controlling mindset to have when working with homecrafters and manufacturing businesses.
We will not be buying from this company ever again in the future and I would urge any customers considering this company to fulfill their raw material needs to perhaps look elsewhere at the multitude of other companies with great selection of materials for homecrafters and manufacturers alike, with great shipping times, good customer service and timely responses and most of all, a respect for and a willingness to work with a customer.
I have been very happy with this company and been a loyal customer for many years. I ordered Allantoin at the beginning of the year with a 36mth lifespan and kept in the correct conditions. Second time of formulating with it, I noticed that it is not the ingredient that I ordered, Allantoin. I contacted letting them know that this was not Allantoin, they asked for photos of the label and product, which I did. They got very rude and condescending stating that I need to be familiar with my ingredients so I don't make mistakes and that I also mislabeled it. I am familiar, that is why I contacted them! And the ingredient was in the original packaging. They have been rude and refused to help in any way and always putting the blame on me. They refused to test it, and said that it was another ingredient (niacinamide) which was on the same order and that I mislabeled it. As stated to them many times, I have kept it in the original packaging and that it does not behave like niacinamide (vitamin B3) B3 dissolves in cool water, this does not. So they continued to blame me and refuse to help. So I did testing myself. I opened the bag and it smelt like Salicylic Acid (SA) which I also ordered the same time and still have. SA 5Lb bag and Allantoin 15Lb which I still have both in the original bags, I sent them pics of the test that clearly shows that they are both SA, They said that I did not test their SA as it does not behave that way, I DID USE THEIRS, I don't order anywhere else. I have had to pull all my products from the shelves too. They sent an incorrectly labeled product! I am glad I caught it in time and took everything off the shelves. This is very bad business practices. I will be going elsewhere for business who are honest and have Good Business Practices. I am shocked at their behavior and not wanting to put this mistake right. I have lost a good amount of product that I have to trash. All I was requiring was a replacement of the ingredient that I ordered.
Really really, REALLY slow to ship; can't comment on the product yet because I'm still waiting for it. The order went in (and was fully paid for) on September 10, 2018; estimated shipping date according to their receipt was September 18; today is September 24 and it STILL shows as "processing". I'm in Canada so shipping always takes a bit longer but this is getting to be a bit much.
To be fair they do have something in their FAQ about a 10-day delay for international orders (it's very poorly written so the meaning is not clear at all) but it has to do with protecting themselves from non-payment due to changes in currency conversion. Thing is, I've ordered from other American companies before and never, EVER had to wait 10 days for processing just because I'm in Canada. So I don't know what that's about, even though they do have that blurb up there.
In any case my payment has gone through and has been posted to my bank account. They have their funds.
The jury is still out on the product itself, but I sure won't be ordering from this company again. If they are the only ones that have what I need, I'll do my best to substitute something that's available somewhere else. So far, I'm not impressed! I will update this if they give me a reason to change my mind.
I wish I had taken into consideration the reviews.. currently my turn to live the nightmare.
"ingredients to die for" yeah literally..
What can we do against them? it's unacceptable.
Oh dear...i ordered from them a few days ago and i just just to see what the order status is and it says "processing" so i googled them to see what the reviews are and came across this. I really hope i dont have a horror story to tell.
I would like to find out names of the competitors of Ing To Die for, I would like to compare prices. I haven't had
any trouble w/my orders, tho.
Worst wholesale company ever. You can get pretty much any of the inventory they sell from several other wholesale companies with no attitude and great customer service. The mother Deborah Bales her son Kevin are the meanest people in this business. Anyone that buys from this company is going to wish they never had. Believe me. Four of our friends are in the same business and each of us has experienced the same abusive treatment.
God forbid you hark on her son Matt. I'm not even sure this kid can read. Spend your money elsewhere.
We wish the Attorney General of Texas, Ken Paxton would do something about this company. They cannot go on treating people abusively and profit from it. It's wrong. INSANELY WRONG!
I love this company, they been around since 1999 and their customer service is great. But they are a wholesale company and do not have the general policy of a retail store about returns and cancellation. I usually get my order shipped in 1 to 2 days all the time.
Their Cleansing Cream caused hair to break off. Yes, very expensive. Wouldn't be so bad if the product purchased had of been good and didn't cause damage to the hair.
Ingredients to Die For is an excellent company.
A couple days later? Of course you are going to have a restocking fee!
Learn the business before you complain.
You either work there or know the family that owns it but they are not an "excellent" company. They are a mom and her two sons that are rude beyond belief to anyone and everyone they speak to. If you can even get someone on the phone. Half the time it takes a month before they ship and if you complain they cut you off. They have nothing to offer in way of customer service. Calling them "excellent" is beyond ridiculous. They should be shut down by the state of texas.