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Lack of response

Junelle Rodriguez Aug 29, 2019 09:52AM EDT

Hello, I have emailed this company 2-3 times and have yet to get a response. It has now been over a week and I have become incredibly frustrated in the lack of efforts put into ensure the happiness of the customers. I was not able to get my full shipment THAT I PAID FULL PRICE FOR, and when I have tried to call I have gotten no response, when I have tried to do live chat, I have gotten no response, so I feel it would be best to go ahead and post a PUBLIC question to get a full understanding of why as a company you have not been able to fulfill my full shipment and when I tried to contact you about it, why have I gotten no response? I will be sure to make sure now that I am known so that maybe, just maybe you will respond to my concerns.

Thank you.

Nick Sep 05, 2019 11:45AM EDT Sundial Brands Agent

Hi Junelle,
Thank you for contacting Nubian Heritage. We are sorry to hear of your experience. We checked our emails and a representative has responded to each of your emails. Please check your spam/junk folder for those responses if they are not in your inbox. The Indian Hemp Vegan Deep Treatment Masque was on backorder and did not ship. The refund was completed on 8/20/2019. The funds were released back to your account and are already available for you to use again. If you have any questions regarding the refund, please contact your card company for further information.
Thank you again for reaching out to us. If you have any other questions, please let us know.
Best regards,

Up -1 rated Down
Junelle Rodriguez Sep 28, 2019 02:26PM EDT

I would like to thank you so much for taking the time to reach out to me. I have looked over my spam/junk mail and have gotten zero response. I am not sure what imaginary email you are reaching out to but, that is depressing to try to act as if the problem as been fixed on an open forum. I have also looked over my bank account numerous times, and have not gotten any release of any funds. I think it's funny that you're trying to act like you have fixed the problem on an open forum, but YOU HAVE NOT. As a company, you have given NO resolution to the problem, and should just stop offering products online. Even with your magical statement of a product being on backorder, this was never once stated when you happily took my money AND DID NOT GIVE IT BACK, no has returned any of my Nemours calls. Since AUGUST 20TH, you finally have a working number, this company has also failed to return any of my at least 10 calls. This has become such a horrible experience, I refuse to use the products again until they are actually available in stores. This probably will never happen because I guarantee you will continue to have this awful customer experience to stores. It is incredibly disappointing that as a company you lack the simple capability to reach out to your valuable customers, to ensure their happiness. I love these products, and they have honestly helped grow my hair this summer, however, I hate this disgusting service you provide and wish you could have a better customer service team, that actually takes the time to ensure the happiness of the customers that use your amazing products. I wish I could tell people about your products, but unfortunately given the lack of everything you have done, until this point, There's no point because you'll probably BACK ORDER THE WHOLE WEBSITE...

I just think it is sad and needs to be addressed with your team, and that if you actually took the time to ensure the happiness of costumers, you would have better business and wouldn't have had to sell to SheaMoisture... actually LOREAL... which is just sad, because I'm sure your products soon will have alcohol and just dry my hair out, or yall will use cheaper products instead of all-natural ones. But, It's fine... Its just time for me to find another all-natural hair care products. Go ahead and call your company Cantu cause yall are legit the same (:

Do better,

Junelle Rodriguez
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Nick Sep 30, 2019 09:15AM EDT Sundial Brands Agent

Hi Junelle,
Thank you for contacting us back. We are sorry to hear you do not see the email in your Inbox or Spam/Junk folder. We assure you our team has reached out to you regarding this issue and has refunded you the amount as of August 20, 2019. Please contact your card company for further information as they may have a separate process before the funds are released to the account.
Best regards,

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