Here is a Complaint about soylicious.com from Amy
“Hi i am wanting to write a review about soylicious.com, they have sent me an almost 300.00 order and it got left at my carport door with no one home to accept the package.. The package was stolen,and Michael Broyles with soylicious.com says it is not there responsibility or UPS responsibility to credit or send new merchandise cause it shows it was left at my home.. I think this is bad business practice.. How can they get away with this when they are a company are they not liable at all for the products,or not responsible for providing insurance?”
Hi Amy,
So I know you told me you complained to the BBB, but usually (not always), the BBB can’t or won’t help.
First of all, I have a few questions:
1. Where is soylicious located?
2. Did you speak to a manager at soylicious? If yes, did you speak to their manager & so on?
3. What did UPS say when you spoke to them & their manager?
Michelle
They are in Kerrville, Texas
I did speak with Michael Boyles which is the owner of the company.It is a family owned business,that he and his wife and kids do all of the candle making and everything.
UPS says that since there was no request to have it signed for,and it was left under the carport,which is considered a safe place to leave something,that they had no reason to replace the product,that they delivered the product as asked to do..
That’s one of the issues with dealing with small companies. Not all, but a lot tend to not understand what customer service is, they don’t take the necessary precautions & they have this “tough, we don’t care” attitude.
Again, not all small businesses are like this, but I’ve encountered several & it’s usually in the holistic community, as I too buy only natural products & I have more issues with all natural companies than mainstream companies.
Oh I thought they produce soy milk, I didn’t realize it was soy candles LOL
So what I recommend you do next is the following:
1. Call up Michael again & state that you never received the product. Since he failed to pay for a signature (it’s usually $2-3 more when shipping) which for that large amount you think he would have been smart enough to do, obviously there’s no proof that the item was delivered.
Tell him that if he refuses to issue you a refund or to replace the product, you will call your credit card company & issue a chargeback.
If he doesn’t budge at that point, this guy shouldn’t be in business at all.
Then call your credit card company & tell them this company has ripped you off, they claim they delivered the product, but you never received it.
They have to reverse the charges.
He will fight them, but I’ll instruct you what to do at that point.
2. I would still call UPS & speak to a few managers up the ladder, although I personally can’t stand UPS.
The driver could have stolen your box, who’s to say it was dropped off, unless there’s some proof they have that I’m unaware of.
In the end it’s the company that’s at fault here, not UPS, but the higher ups of UPS should be aware of what is going on.
They chose to use UPS & they have no proof that it was delivered. You certainly didn’t receive it.
How do you even know it was stolen?
I don’t know if your neighborhood is known for theft, but it doesn’t matter. I’ve heard many a story via feedback on Amazon that customers’ Kindle Fires were stolen because FedEx just left them by the door.
This seems to be a more common occurrence.
Let us know how it goes.
Michelle
Michelle,
I have called and spoke with UPS twice..And you are correct i have no proof it was left, i just have to assume it was..My neighbor says she did not see a UPS truck anytime that week.. The neighborhood i live in is really quiet..I live in a cove where there is only 5 houses,and they watch pretty close during the day,but in the evenings most of them are older and go to bed early.. I have initiated a dispute with my credit card company over this.. Michael refuses to think that they are at fault for this.. I really would have thought that for me paying close to 60.00 in shipping that there would be some safety with the shipment.. But i guess that is what i get for thinking..The thing that aggravates me the most with it,is i communicated with the company 3 different times asking a delivery estimate,and they never did send me anything back..I think this within itself is bad business.. When i said something to him about this,i was told that UPS sent me shipment verification,we never received any such notice,but think he should have communicated with me that the order was being shipped..
Michelle,
UPS managers called me back today,asked me some questions,asked if the door where they are saying the box was left is visible from the road,told her it was.. She then said she was closing the dispute,and that i needed to contact Michael tomorrow about either replacements for the merchandise,or credit back for the merchandise.. I really just want my money back at this time,due to the fact that i do not like dealing with people that don’t know the first thing about customer service
Hi Amy,
It’s people like Michael that make my skin crawl.
They don’t belong running a business at all in my opinion.
If this was me, I wouldn’t even want them to have my hard earned money at this point, so I’d just say, “give me my money back.”
I mean you’ve lost how much time on this already which is worth money too.
It’s the company’s responsibility to give you the tracking number LOL I get tons of things shipped to me & only once have I ever tried to get it from FedEx, but that was because there was a problem with the company.
Every other time it’s the company’s responsibility to give it to you. Most don’t unless you ask, the ones who are really on the ball will send you an e-mail with your order, then once it’s shipped, with your tracking number.
I can’t believe you paid $60 for shipping & this guy thinks he has the right to tell you to take a hike.
For any companies reading this, I’m also a merchant services consultant. I help businesses obtain a merchant account & one way to prevent these issues is to pay the bloody $2-3 for the signature. Then the responsibility is on the courier service, not on your company.
Theft is ramped now & I guess when the thieves see a UPS or FedEx truck, they wait until it leaves & they go up & steal items.
You don’t even know if this is what happened, but if it did, then the insurance on the box should cover it.
It will take a few weeks for your credit card company to get a response from his bank. Actually it should be 30+ days, so keep us posted as to the saga.
Some really good banks will reverse the charges right away, but being that this is a $300+ order, maybe not in this case.
Be well.
Michelle
Michelle,
I have contacted Michael every day since wednesday just like the UPS lady told me to do,he is dodging calls,and will not respond to emails..I had turned it into my credit card company though so i will just let them run there course at this point i guess…
Michelle,
Michael finally contacted me.. I told him i wanted a refund,he said he was going out of his way to remake my order,and that i did not have a choice of a refund or replacement.. I told him the lady from UPS told me i could get a refund/replacement.. I called the lady and she again told me i could get either, he then wrote me and told me i could get a replacement or the deal was off.. I told him i would not accept any merchandise,he then proceeded to tell me ups could not tell him how to run his business nor could he tell them how to run theirs and then proceeed to tell me that the claim had not been approved even though she told me the claim was being approved..I am lost where do i go from here?
I’m so happy you’ve posted this story. Businesses that treat customers like this shouldn’t exist.
1. Michael from soylicious.com is correct, UPS can’t tell him how to run his business.
2. He’s wrong, he should be giving you a refund or the choice of getting replacement merchandise.
3. I feel you did the right thing in refusing his merchandise. Why give him money when he’s treated you this way.
It’s your hard earned money. Only companies that know how to run a business & give you a good product or service deserve your business/money.
4. Your credit card company will take care of this.
I hope you took down the dates & names of who you’ve spoken to over there.
You should have filled out a form explaining why you want your money back.
You should contact them around 21 days after you originally submitted the form to see where the claim is at.
I hope you’ve also taken down every time you’ve contacted Michael & he’s ignored you.
Keep us posted.
Michelle
P.S. It’s a good idea to use this URL once in every post you make http://www.soylicious.com
This way your thread here will rank higher in the search engines & others can see what you have gone through with this guy.
Michelle,
I have all of the dates, names, numbers,and position of everyone i have spoken with. I have also filled out a form for my credit card company telling them why i want my money back. I have also saved all emails from the very beginning with http://www.soylicious.com and Michael Broyles..
Michelle,
I have all of the dates, names, numbers,and position of everyone i have spoken with. I have also filled out a form for my credit card company telling them why i want my money back. I have also saved all emails from the very beginning with http://www.soylicious.com/ and Michael Broyles….
Michelle,
I sent the form in to my credit card and they just sent me a response that they do not handle delivery/complaints issues, so now i am stuck i guess again…Am i just stuck without my money or a product or anything.. They said it had to be handled with the company since it is a delivery issue.. I do not even want to deal with http://www.soylicious.com/ and michael broyles.. Please help..
Amy,
I just e-mailed you.
I’m going to try & help you.
Michelle