Dr. Squatch, Inc. reviews and complaints

I want a full refund and cancellation of my account for being misled and charged for something I don't want. Initially I just wanted an item to be cancelled within the $64 order. I was misled to believe that the soap I added to my card was a liquid version of a bar soap for showering; it's actually for hand washing. I'm not paying $12 for hand soap. I emailed the business in a friendly manner within 5 hours of being charged, as soon as I realized the item was a hand soap, asking them to cancel and refund that particular item. I then got an email from *** saying that the order had been processed and that they could not change the order after I confirmed it, when I originally placed the order. I replied with "So you're going to make me stay with an item I don't want? And you're saying there's nothing you can do about it?" *** responded saying "... We currently do not have a return policy. But the liquid soap can also be used to shower even though it's advertised for washing your hands! I hope this helps!" I replied saying it is in poor taste trying to get me to like and keep something I already said I did not want- If i said I didn't want it, just go ahead and tell me to shower with hand soap! I then said said to please go ahead and cancel my account/subscription and to cite this email thread as the reason for the cancellation. Prior to this, all correspondences were within 15 minutes. For nearly the next two hours I was left in the dark- no cancellation, no refund, no communication. I then emailed again saying I hope this could be resolved in a timely manner if not I'd be coming to the Complaintsboard.com to leave a complaint. Nine minutes later I get a response from *** saying that nothing could be done, but that after I receive the hand soap if I didn't like it (I don't like it already), that I could ONLY THEN via their "Sudisfaction" guarantee would be applied. I already repeatedly said I don't want that soap. Why go through all the hassle of charging me for something I don't like, having me pay for its shipping, waiting who knows how many weeks (Dr. Squatch orders are notorious for running later than the promised dates, and no, it is not the USPS fault) before I could even be entitled to their "Sudisfaction" guarantee? It's a bunch of malarkey if you ask me.

11-16 placed order last updated 11-19 contacted 12-3 said would replace lost order 1-3 business days.Still haven't fulfilled and refund request ignor I first placed my order XXXXXXX on 11-16 on that same date I received confirmation and from that time to 11-19 it moved from *** to *** Indiana via shipping partner never reaching custody of *** It remaining unchanged so on XX-X-XXXX I contacted them that it hadn't moved in two weeks so they advised me it had likely been lost and they would provide a replacement and it would be fulfilled and shipped out in 1-3 business days. That would have been acceptable. Over a week from that date and 7 business days later more than double the time quoted they have yet to refill my replacement order. When I contact them I receive cookie cut form response about higher than usual volume. If I had just placed my order on 12-3 that would be understandable but I didn't I placed it nearly a month ago and regardless of volume any reputable company would fix their mistakes of lost orders before fulfilling new orders placed weeks after mine. I've continued to express my frustrations with how I was being treated and continue to get vague responses not addressing the underlying issue of them failing to replace my lost order in a timely fashion. In my last few correspondences I said If they weren't able to go ahead and get my replacement order shipped on that business day or the next I'd prefer a refund. That part of the messages went completely ignored. The comments on their social media show this is not a unique problem and they have a large quantity of customers very upset about their orders and they all get the same generic form response. I asked to be called by a supervisor it was ignored I asked to be emailed by a supervisor and received the same form type response. I've said multiple times to either resolve it or immediately refund my original purchase just to be ignored. On 12-3 a ticket was created for a replacement order #XXXXXXX and that replacement order has yet to be fulfilled or shipped. I have sensitive skin and break out from most store bought soaps and have since ran out of my stock of their soap and have had to go out of pocket to place an order with a competing natural soap company yet can't get refunded by them or have order replaced.

Late delivery on order and no communication from company. This is regarding Order#XXXXXXX which was placed on 11/29. I have yet to receive this order. I was charged for this product on the day the order was placed. The confirmation email I got from the company stated "Due to a high volume of orders, we are experiencing minor delays with our order processing time. Please allow some additional time for your order to ship; if there are any additional developments with your order, we'll be sure to reach out!" This was sent to me on 11/29. The next correspondence email I got from the company was on 12/02 and it stated "Typically, it takes around 1-3 business days for your order to ship. However, due to an increase in holiday volume, we're experiencing longer than usual processing times. We're packing as quickly and as safely as we can in order to efficiently hand it off to our shipping carriers. Please allow a few additional days for your order to ship. You will receive a shipping confirmation email once it has!" I then get an email on 12/08 stating that my order had been processed and a shipping label has been printed and I have a tracking number with *** of XXXXXXXXXXXXXXXXXXXXXXXXXX. And this is all the info I have on my order. The status of my package since 12/07 is "pre-shipment" and that *** is still awaiting the package from the company. I understood with covid and the holidays that there would be delays. The companies website stated that any order placed before 12/07 should be delivered by Christmas. The order I placed was to be a Christmas present. I then get an email from the company on 12/19 that is a apology for the delay and offered me *** free product and shipping but that was ONLY AFTER placing another $10 order with them. The companies idea of "making things right" with their customers comes with a catch of making people spend more money? As of 12/28 I had yet to get my order and there had been absolutely no more communication from the company about the status of my order and the only thing I had was the tracking number from *** that still states they are awaiting to receive the package. I decided to try and reach out to the company to get an update on my order or to cancel my order. Their website stated they could be emailed or there is a live chat function. Well the live chat function does not work. I decided to email their customer support address provided on the website ***. The response I get back from the company is an automated one that says "if you need to check on the status of your order here's your tracking number". So the response from the company was not read by an actual human and was an automated response providing me with information I already had. And they are trying to place the blame now NOT on them being behind with packaging as state in the first 2 emails from them but now is the *** fault for being behind... but *** is stating that they are still waiting the package from the company. I then went to the website and logged in and used the function provided on the website to try and reach out to the company. It does stated on their website that they are behind due to volume of emails and covid however they are trying to respond to everyone within 48 hours. It is now 12/31 and I have sent 2 emails, tried to live chat, and used the customer support function on their website starting on 12/28 with no communication from them other than automated email responses and no customer service phone number to be found to even try to get an actual person.

I placed an order on 12/01 in the amount of $54.91 and have not received it. I have contacted customer service 3 times with no response. I placed an order on 12/01 for the amount of $54.91 and it was "guaranteed by Christmas." On December 8th I received an email from the company apologizing for the long processing time, and on December 10th I received an email with a shipment confirmation and a tracking number. The tracking number never showed movement or actual shipment. On December 19th I received an email stating that my order was no longer on track to arrive before Christmas due to the USPS delays, and I accepted that because many of my orders were also delayed. However, once Christmas had passed, I used the USPS tracking tool and saw that my order was "On its way to USPS" on December 27th and I had not received any more updates, I emailed their customer service on December 29th with a polite inquiry as to where my order was and when I should be expecting it. I got back an automated response with my tracking number that stated someone would be in touch within 48 hours. I did not receive any correspondence. On January 3th I emailed a second inquiry through their customer service link, this time more firm and asking that my order be reshipped because it had clearly either never got to USPS or been lost in the mail. Again I received an automated response, this time letting me know they were behind in responding to emails but again stating someone should answer my email within 48 hours. Today is January 6th and they have had my money for over a month, with no email from an actual person since December 19th, and today I submitted a third and final complaint demanding a full refund AND a reshipment of my order because despite all of this, my husband still loves their soap and I had stocking stuffers for others on the order. I received the same automated response I got with the first two inquiries and no email as of 8:39 this morning. This is highway robbery and absolutely no way to conduct business. I have been ordering from them for over a year, and I understand they are a small business and must not staff many people, and there was absolutely no way for anyone to predict what the pandemic would do to shipping, and so I am not upset I did not receive my order in the original promised time frame. I am livid, however, that it has been 8 days since my initial inquiry and not a single person has bothered to respond, even though they continue to send promotional emails almost every day (as if I would ever place another order with them), and their only form of compensation from the massive inconvenience this caused was a crappy coupon attached to the December 19th email, allowing one to get a "free" bar of soap (with a $10 and up order, not including shipping costs). I placed more than 30 online orders during Christmas time, from small and large business alike, and I am shocked and angry at the way Dr. Squatch has handled the unprecedented issues 2020 caused. It wasn't easy for any of us, but part of the return to normal is conducting business in an honest and respectable manner, and admitting when you dropped the ball, rather than ignoring your once loyal customers and dismissing their questions in the form of automated replies. The top three trending topics in their Help Center are "Where is my order?", "Who can I reach out to for help?", and "How do I cancel my subscription?", so I know I am far from alone and that this is a company issue, not the fault of any one individual. *** Screenshots of emails can be provided upon request.

Trying to resolve an order that was placed on Black Friday 2020. I was initially told my order would take 7-10 days to receive, and it never showed. I have been trying to resolve an order that was placed on Black Friday of 2020. I was initially told my order would take 7-10 days to receive. Then I did not receive my order and reached out to the Dr. Squatch company through their customer support email platform since they will not communicate by phone. We reached out on 12/9 to inquire about the order and received this response: "Thanks for reaching out to us! I'd be more than happy to assist you with this! It looks like your order was actually shipped on 12/05 and it is due to arrive in 5-10 business days. Even if you see USPS still does not have the package that does not mean it is not moving towards you, It is just still pending to be transferred from our carrier (***) to USPS. Check your order's tracking by clicking HERE If you don't receive your order in the next few business days, please let us know right away!' Then I started to receive promotional emails from the company guaranteeing 2 day shipping on all newly placed orders to arrive for Christmas. This was so discouraging and misleading as I was waiting on my order from November 27th Per the instructions of " If you don't receive your order in the next few business days, please let us know right away!" I reached out again to now get this response: "Thanks for reaching out! Due to a high volume of orders, we have been experiencing some slight delays with the order processing window. Here's what I'm going to do, I just sent you a replacement order #*** with 2-Days FedEx shipping for you to get it in no time. We've also provided a store credit for the missing Hand Sanitizers from your order since they couldn't be shipped as per FedEx shipping rules. Given what's going on right now, we do know that couriers are experiencing high demand and some delays on their end, so you may definitely still receive your original order; if you do, please keep it as a gift! We're so sorry about any inconvenience, and we thank you for your patience." I was confused as this was different from the first email telling us our order has already been shipped. I waited again to receive this package, but it never moved out of processing status in my account. I inquired about the second order that was supposed to arrive with 2 day shipping (in time for Christmas) and was told "that doesn't include processing time." The email chain continued and I asked for a credit or refund, but was told no. Then I was told again another order was being sent: "Here's what I'm going to do, I just sent you a replacement order #*** with 2-Days FedEx shipping for your first order since it seems that is lost in transit. We've also provided a store credit for the missing Hand Sanitizers from your order since they couldn't be shipped as per FedEx shipping rules. Given what's going on right now, we do know that couriers are experiencing high demand and some delays on their end, so you may definitely still receive your original order; if you do, please keep it as a gift!" That order has done nothing as well. When I inquired again, this is the response I received: "We apologize for all the inconveniences, the replacement order hasn't shipped due to several items being on backorder. This should be shipping out soon." So in reading into all of this, and looking at their history of complaints, they did mass marketing for the 2020 holiday season, but had no products to give to people. They could have been completely up front, and offered promotional deals with the qualification it may take 4-8 weeks for orders to arrive. Then consumers could make the choice to purchase their products and wait that amount of time if they wanted. It is deceitful to take the money of consumers and tell them their products are 1. In the mail 2. In processing 3. Lost in the mail 4. Backordered, when none or all of those are the truth. This is not a Covid-19 or a delivery service problem, this is on Dr. Squatch, and they need to be accountable.